* By Tiago Krommendijk
Currently, companies need to favor agile and technological management models to promote digital transformation, especially in this moment of remote work in the face of the coronavirus pandemic. In this way, understanding that the organizational culture is disrupted and the technology professional is one of the main agents of these changes has become essential for all organizations.
The culture of the home office is a novelty for more traditional corporations, which represents a great challenge. Research by consultancy Talenses in conjunction with Fundação Dom Cabral, shows that around 25% of professionals in the service sector worked remotely in Brazil before the pandemic. At the moment, this brand reaches more than 76.3%. It is not without reason that the IT area became even more strategic, as it made business continuity possible quickly and became the foundation of this challenge.
At first, the priority was to keep the company running. In a second step, keep the pace of business even without the usual interactions in the office. The big surprise is that we can see that non-face-to-face work can bring numerous benefits to the company and the employee, such as increased productivity and improved quality of life for employees. Satisfied employees are known to reflect their motivation to customers. The result is a win-win relationship.
This is a redesign of the customer experience. The coronavirus pandemic has intensified the use of digital tools, and the greater its use, the more the processes are perfected, particularly in times of distance such as the current one.
Hence the increase in expectations about the IT professional. It is expected to be dynamic, adaptive and to bring results. It must be flexible enough to act strategically in the face of the scenarios presented, such as the current one, combining knowledge with corporate needs. Ease of relationship, entrepreneurship, responsibility and creativity is still expected.
The triad of people, processes and technology is a formula for success in the journey of digital transformation. Regarding the variable people, the issue is about employee involvement, it is important to instigate their empathy and promote new ways of thinking about how to improve the satisfaction of this internal customer and thus do their job better.
In this sense, the employee must work from the location of their choice, whether at home, in the office, in the café. With a fast internet, access to information, adequate infrastructure, the fulfillment of processes and the guarantee of focus on work, it is certain that the results will be positive. This is one of the great learnings for organizations around the world and when we can return to the offices, taking into account all the security recommendations, there will be a much more flexible policy, thanks to the technologies and efforts of IT professionals.
* Tiago Krommendijk is director of operations for TOPdesk in Brazil
Notice: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
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