These six steps can help ease process automation and digitization to the workplace.
Change can be so hard,” is a phrase we heard repeatedly as we studied how digital workflows impacted employees in two very different organizations: a state government agency in the U.S. and a health system in Australasia.
In both organizations, ServiceNow were told certain employees resisted change. Employees were scared to learn new technology or feared failing. Others were stressed by the disruption to their routines. Some put obstacles in the way of changemakers. A small number even left their jobs.
Through interviews with front-line workers and senior leaders, we’ve identified lessons that can help executives address these challenges and empower employees to create more value for the organization and themselves.
1. Develop a culture of change:
Both organizations are seeking to establish a culture where people come to work expecting to learn and adapt, not just master repetitive tasks.
2. Collaborate across all levels of your organization:
In both organizations, service delivery staff appreciated being listened to by leaders and technology professionals during periods of change.
3. Clarify expectations:
In the U.S. state agency, leaders told us the new customer service management system tracked the time it took workers to complete a task for customers. As a result, some employees feared they were being monitored for speed. Leaders had to explain that they weren’t trying to spy on employees. Instead, managers were examining customer service processes in order to measure and manage the agency’s overall performance.
4. Show benefits:
Digital workflows—such as customer service management, patient scheduling, task scheduling, and recruitment tracking—all bring benefits for workers. Employees are able to work more efficiently and effectively. Workloads become more manageable and stress is often reduced.
5. Focus on mission:
Our research participants emphasized that workflow automation had strengthened their organization’s core mission.
Both organizations are actively rolling out digital literacy training for employees.
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The article used with Permission