What Do Modern Knowledge Workers Need?

In many service industries, such as financial, insurance, utilities, healthcare, government, and others, case management is the lifeblood of the business. These highly unstructured (dynamic or adaptive, if you will) processes where the next process step’s best action depends on the outcome of the previous step require apt human process stewards, a.k.a. “knowledge workers.” These knowledge workers, characterized as workers whose main capital is knowledge, are aided by a multitude of tools such as sophisticated business rules engines, knowledge bases, predictive analytics, etc. in executing tasks exactly when, where, and how they are needed to achieve customer satisfaction, while maintaining corporate governance and compliance requirements.

Yet, Eccentex Corporation, a provider of AppBase platform-as-a-service (PaaS) applications for dynamic case management (DCM), just announced the results of a recently conducted survey, which found that companies are failing to equip their employees with the tools they need to thrive in today’s work environment. Survey results, which included responses from knowledge workers in a variety of industries, pointed to widespread demand for mobile and cloud-based access to business-critical information systems and platforms needed to do their job.

Knowledge workers point to a need for greater transparency and the ability to gather data from various sources in order to make a decision on a case on-the-go. The key survey findings were as follows:

  • Mobility is important to 57.7 percent of workers, with 13.5 percent saying it is “mission critical” to their job. However, 36.9 percent of respondents said their biggest challenge is not having access to required information remotely when it is needed.

  • Use of a tablet and/or smartphone has become “the norm” and increases productivity while at the office or on-the-go. According to the survey, 58.6 percent of respondents said the use of mobile tools “increases productivity” and 27 percent of respondents said working remotely makes work “easier.”

  • According to the survey, working in the cloud has already become the norm for 45 percent of respondents and 36 percent of respondents would prefer that their company adopt cloud technologies.

In addition, the bring your own device (BYOD) movement within corporations is growing, and it is necessary to not only provide these tools, but also have guidelines for their use and support for employees. To achieve the vision of the modern knowledge worker, it is important for employers to provide the necessary tools required to work efficiently, as well as support the changing technological requirements in the workplace. For a graphic illustration of these survey results, see the infographic entitled "The Disturbing Truth about the Modern Worker."
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