Section 2: Desktops to Users

With most employees moving from fixed to mobile devices, IT teams have been forced to rethink workstations. The traditional office desk arrangement has been replaced by portable devices for home solutions, leading IT professionals must think more about users than desks.

LAPTOPS: A CHALLENGE YET TO BE FACED

Remote work forced a need for laptops. Whilst many businesses were already using laptops and remote devices pre-pandemic, some businesses (particularly public sector organisations) needed to impose quick rollouts to ensure business continuity. The consequent increase in demand presented several challenges. Firstly, supply and ensure laptops were able to reach the right people. Secondly, we saw a desperate need to integrate process and employee training on platforms such as Zoom, Teams or VPN connection.

One of the main challenges for ITs has been to support employees in the shift from fixed to portable devices and understanding which was – and is – the best technological tool for each need. As underlined by the attendee, Darrell Gough, Head of IT at Scotland Police, in fact:
“It’s a matter of allowing users not so much to get used to laptops, but rather helping them to understand the set up of the specific device and the best applications to use”.

Customer Focus
Trafford Housing Trust

OVERVIEW:

Ricoh helps Trafford Housing Trust to build their vision of a ‘Google’ approach to increasing people mobility, so staff can work anywhere, anytime securely.

“When you look at the technology change at Trafford Housing, what’s different is moving to Microsoft Cloud and Office 365 and embracing the concept completely. It’s a massive step, but we’ve put all our emails, collaboration tools and applications in the cloud and given everyone a laptop or tablet. It’s been very positive and now we are starting to realise and take advantage of the benefits.”

Julian Massel, Director of Technology, Trafford Housing Trust

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To this, Tony Roberts, Sedbergh School, agreed and added: “There’s a huge change there; we’re finding staff who only want one device, so that they can move away from desktops, to laptops, or larger iPads. They want one device that they can use at home, at work, or in classrooms or different areas of the school in my case”.

Essentially demonstrating the need for a simplification and adaptability in hardware never previously encountered. Organisations now must assess how best they can physically support the tech needs of their users.

THE IT AND THE PUBLIC SECTOR

Remote working and higher use of portable devices created several changes, especially in public sector organisations that deal with sensitive matters and personal details. In this regard a public sector worker in the session indicated that there were challenges in using platforms such as Zoom or Teams for consultation. They also noted an extreme increase in demand for portable devices. Several key challenges to adoption were outlined such as low bandwidth at pop-up sites across the country.

When technology investment is used for public services, desktops and bandwidth issues are more likely to take a back seat to bigger investments – such as medical machines, local infrastructure etc. What IT leaders need to begin to think about are patching the support areas so they can deliver a smoother all-around service, and looking at everything from devices used, to conferencing tools, the support function employees will be able to continue working without hindrance.

Customer Focus
Westminster City Council

OVERVIEW:

Ricoh digital transformation services help Westminster City Council deliver operations efficiency, workforce agility and target £100m cost savings.

“Westminster has got some tough financial challenges, especially making savings in excess of a £100 million. Our digital transformation and Ricoh’s support is helping us meet those targets.”

Anthony Oliver, Chief Procurement Officer, Westminster City Council

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THE LACK OF INDUSTRY STANDARDS

Moreover, one of the biggest challenges tackled by ITs was the lack of clear and structured industry standards that can endure safety, stability, and continuity. According to the attendee James Holmes from Smurfit Kappa, in fact:

“The first thing any organisation needs to develop and communicate is a working from home policy, and a working from anywhere policy, to ensure clarity, efficiency and productivity across the business.”

Essentially suggesting that for technology to function and encourage productivity, there needs to be the support backing it through robust policy and governance.