Integrate Frontline Worker digitally correctly
While some employees in companies are increasingly digitally networked, others still often fall through the cracks: the so-called frontline workers. Millions of specialists work outside the company walls with direct customer contact – in care, logistics or as service technicians. It is extremely important to integrate them digitally too. How can this be achieved? How can they be integrated into corporate communication? What security measures are necessary to avoid security gaps or compliance breaches? The following blog post explores these questions.
When it comes to digitizing processes and transforming to a future-proof IT infrastructure, many companies focus on the employees on site in the company. In doing so, they leave out a large proportion of employees who do not work at a desk every day, but instead work in production facilities on the assembly line, in the field as a delivery person, in driving services or in care and health centers as a geriatric nurse, nurse or social worker. All of these employees are mobile and usually have their own smartphone, but are not integrated into the company communication system. As a result, important information does not reach them, or only reaches them with a delay, and their involvement in the company’s work processes is neglected. So how can this integration succeed and what three aspects should companies take into account?
Focus on effective communication
Communication is the linchpin of employee engagement. In order to facilitate this smoothly, channels and tools are needed that function independently of time and place and enable ultra-mobile communication. Companies should not rely on isolated solutions, but on a holistic solution that bundles all required applications in one application on the smartphone. In addition to email, calendar and contacts, the most important communication and collaboration tools include access to the intranet via a suitable browser and document editing. This ensures that all employees can view and retrieve information and important documents at any time.
If you look at how employees are integrated today, it quickly becomes clear that the reality is very different. Employees use messenger services such as WhatsApp, Signal or Telegram to exchange information or share important and sensitive company documents via applications such as Dropbox and WeTransfer. The reason for this is often a lack of applications or applications that are difficult to access, which prevent easy communication and ultra-mobile working.
Define communication channels
For the successful integration of frontline workers, it is important that companies clearly define which devices employees in the field should use to access important information and applications. Companies can choose between two options: The company provides its employees with smartphones that are managed and secured by corporate IT, or companies take the BYOD approach, where employees use their personal smartphones to access company applications.
Data security in the BYOD approach is controlled centrally via mobile device management (MDM). It defines global guidelines and access rights and controls the backup and encryption of data. However, this gives IT administrators access to private smartphones, which is likely to displease employees and works councils. In addition, MDM solutions are very complex and only flexible to a limited extent, making them less suitable for use in the field. Frontline workers need flexible tools that are easy and intuitive to use so that even less experienced employees can use and operate them.
Pay attention to security and compliance
However, the use of private smartphones harbors risks. As soon as data and information is exchanged via private devices and channels, the company loses control over it. With a BYOD approach, IT administrators cannot block questionable apps or websites, let alone control the communication channels. Legitimate and secure communication is left to the employees. However, this poses a risk for the company. The use of messengers such as WhatsApp can have serious legal consequences, as they can access and read sensitive data. They can also view the contact list and create user profiles based on the data collected. For ultra-mobile working, companies therefore need solutions that not only bundle all applications in one app, but also offer a whole package of security measures. End-to-end encryption of messages is important so that they can only be read by the sender and recipient. The protection of locally stored data is also essential: access should be controlled at least via a PIN, a password or, even better, via a biometric procedure such as fingerprint or facial recognition.
The right technology here is container technology, which not only provides optimum support for employees on site but also complies with the highest security standards. The solution creates a shielded area on employees’ smartphones that is protected from access. It also ensures GDPR-compliant working. This creates an ultra-mobile workplace that conveniently and securely covers all work processes.
Frontline workers are the backbone of many companies. But those who are digitally disconnected – i.e. who lack the right tools for their daily work – are definitely not as productive as they could be. This could be changed quickly.