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To a certain extent, this is reflected in the responses to the survey question: ‘In your list of priorities, where do apps for workplace users stand?’ More than a third (37 per cent) claimed that it is a “middle priority”, while just under a quarter (24 per cent) claimed that it’s a “high priority”.
Of course, there are barriers to successfully implementing workplace user apps, ranging from simple connectivity issues to the capability of the FM function or levels of corporate governance. When respondents were asked to identify the biggest barriers to rolling out apps, the three most common answers were “user interest” (46 per cent), “demonstration of business value” (46 per cent) and “IT security” (44 per cent). These results reinforce a popular argument within the FM sector that the FM function’s biggest challenge is to achieve buy-in, both from employees and the leadership team. The c-suite must be convinced that any investment in technology will deliver value to the bottom line or wider strategic goals.
The survey also asked respondents to identify what functions their workplace apps perform. The two most popular answers were “log reactive requests” (44 per cent) and “book meeting rooms/desk” (43 per cent). Interestingly, when asked where apps might have the most impact in areas where there is no existing capability, “book meeting rooms/desks” (27 per cent) was the most popular answer – indicating a clear appetite for booking software at a time when agile working and multifunctional spaces are on the rise. However, respondents were less than positive about the usability and functionality of their apps, with “variable” being the most common answer (39 per cent).
Asked if users expected to interact with their workspace in a smarter way, 41 per cent said “to a reasonable degree”. This could be indicative of just how much technology is now a part of people’s lives at home and how they might expect the same level of sophistication in their places of work. This is evident in the answers to the next question, when respondents were asked if users in their workplace use personal smartphones to carry out work-based activities. A resounding 60 per cent answered in the affirmative.
SOCIAL MEDIA
Social media has become a crucial marketing and PR tool for organisations because it has opened up a new, direct channel to customers. But it can also be used for internal purposes, particularly within bigger organisations, for the same reasons. More than a quarter (28 per cent) of the respondents to the survey claimed that social media channels already serve as a viable interaction method in the workplace.
While social media is increasing communication between people, exponential growth in the use of the internet has also created huge concerns over privacy. GDPR, an EU directive that came into force earlier this year, has tightened the rules around how organisations store individuals’ personal information, limiting the extent to which they can contact people without permission. Somewhat surprising, then, that more than half the survey respondents (54 per cent) said that GDPR has had no effect on their attitude to rolling out apps to workplace users.
Facilities management is a sector where a large proportion of services are outsourced and even subcontracted to third-party suppliers. While survey respondents claimed that all kinds of service providers are delivering workplace apps into their workforce, the most common was M&E suppliers (46 per cent). Furthermore, when respondents were asked if they thought service providers are embracing technology as a way of changing service delivery, more than half (53 per cent) answered “to some degree”, and more than a quarter (27 per cent) answered “yes”.
However, the results were mixed when respondents were asked if their service providers speak with them proactively about technology-related innovation; 48 per cent said “yes” and 52 per cent said “no”. Finally, on the issues of security and privacy, 68 per cent of respondents claimed they are confident their service providers understand the GDPR implications of delivering apps to workplace users.
The workplace has entered a virtuous circle. As technology changes the workplace, the demands of workplace users change too. There are growing expectations around use of technology to create a better work experience. As the Active Workspace Management survey suggests, facilities managers are beginning to understand that technology such as workplace apps allows them to deliver a better service for their users, reflected by the high priority given to introducing such technology. Yet apps could also make the FM department’s job easier by helping workplace users to understand the objectives behind FM service delivery.
The results from this survey reveal that there is plenty of work to be done if the FM industry is to exploit the capabilities of workplace apps. Ultimately, however, the right application of technology in the workplace could deliver a range of positive outcomes for facilities managers, workplace users and organisations alike.
