eir evo announce findings of research on digitalisation within Irish frontline organisations

eir evo, has released the findings of a comprehensive research study providing an assessment of digitalisation within frontline service organisations, measuring digital maturity* and the use of artificial intelligence (AI) within each entity.

This study, supported by Microsoft Ireland, gathered insights from over 400 professionals across health, education, local and national government, retail, and hospitality, sheds light on the challenges and opportunities in fostering digital inclusivity and reveals the emergence of a digital gap in frontline services.

While organisations were ranked as ‘highly digitalised’ by 65% of respondents signalling a significant digital transformation across these organisations in recent years, individuals don’t feel the full benefits in their role, with, 62% feeling “digitally poor.”*  This points towards a gap between organisational digital strategy and the digital experience at the frontline level.

Key findings from the study reveal:

·         A substantial 65% of frontline workers rate their organisations as ‘highly digitalised’ on the digital maturity scale. 86% of frontline workers now have access to a mobile device for work and 51% are using cloud-based collaboration tools such as Microsoft 365. The majority of both leaders and workers feel they have access to the devices and systems they need to carry out their work.

·         Yet, 62% of frontline service leaders and workers feel they personally are ‘digitally poor’ within their role. This finding indicates a significant gap between having access to digital devices and solutions and using them strategically to deliver value add and efficiencies within their role.

·         This is evidenced by the fact that over a third of respondents identified limited connectivity and a lack of real-time digital collaboration tools as barriers to optimal job performance. And nearly 31% still rely on manual, time-consuming processes for tasks that could be automated, such as data entry and reporting. A clear challenge emerging is how frontline services can better leverage, integrate and connect their devices and solutions forfrontline workers to address these pain points.

·         The study also underlines the emergence of a ‘shadow generative AI culture’ among frontline workers, with 27% actively using open-source AI tools like Chat GPT to navigate daily challenges. This underscores the urgent need for organisations to provide secure, reliable, and officially sanctioned AI tools to their teams.

·         The majority of respondents cited that working with customers to be able use systems and processes was the greatest pain point for them in their role (40%). 39% are fearful of causing a security incident and 38% are most frustrated by learning to use a new process or system.

·         In relation to cyber security and data protection, some conflicts have emerged in the findings that point to a strong theoretical culture of cyber vigilance but in practice, security breaches and data mismanagement appear commonplace. For example, 65% felt confident that they were compliant with the data security protocols within the organisation. Yet, 39% have experienced a data security incident or breach in the organisation. Almost 70% are confident in the accuracy of the data they work with. Yet, 56% have encountered data inconsistencies or errors.

·         Asked where their organisation could most improve their digital offer, digital literacy was cited as the areas leaders should focus on.

Martin Wells, Managing Director of eir evo, commented on the findings, “Our research highlights a disparity in digital adoption among frontline workers across Ireland. While they have better access to technologies and are confident about their digital capabilities, there is a gap between organisational digital goals and the actual digital experiences of frontline workers. What is crucial now is to focus on enabling frontline workers to better connect with each other and their customers through real-time collaboration and to realise the value and potential of increased digitalisation through greater inclusion and literacy.

“At eir evo, we know how vital digital inclusion is, and how AI can help frontline organisations succeed. Our partnership with Microsoft gives us a unique advantage to drive this transformation, ensuring that our customers have the best technologies and the skills to use them well.”

“We believe in working with organisations to make more possible. It’s important that strategic investment is supported by a commitment to digital upskilling and inclusion, so the digital divide is bridged, and frontline workers are supported, secure and empowered to deliver the best service possible.”

Martin Wells continued, “At eir evo, we’re dedicated to guiding organisations through their digital transformation journey with a comprehensive suite of services designed to meet the unique needs of those at the frontline of service delivery. We are an end-to-end organisation: From crafting tailored digital strategies to deploying state-of-the-art digital infrastructure for enhanced collaboration, our solutions encompass everything from automation and optimisation to integration and AI augmentation.

“We are the only provider in Ireland that can handle everything for our customers, making it easy for them to transform their operations.  Our aim is to not only streamline service delivery but also to empower these critical workers with the tools and education needed for effective, responsible technology use. Through our holistic approach, we’re helping organisations achieve a seamless digital evolution, ensuring frontline workers are equipped, confident, and motivated to make the most of digital advancements.”

Microsoft Ireland Public Sector Lead, Dr Frank O’Donnell said: “eir evo’s study specifically focused on workers who are customer-facing or who are on the frontline as these individuals are at the heart of delivering the essential services that communities rely on. Their first-hand experiences and insights are invaluable in understanding how digital tools and AI can enhance the quality and efficiency of vital services, ensuring that the benefits of digital transformation reach every corner of our society. This focus helps to identify and bridge gaps in digital inclusion, ensuring that the frontline of our communities is empowered with the technology, the culture and the skills they need to excel in their critical roles.”

To address these challenges, eir evo offers a comprehensive suite of services aimed at enhancing digital literacy, automating, and optimising processes, integrating systems for better data management, and implementing robust data security measures. Furthermore, eir evo’s focus on digital AI and augmentation promises to empower frontline workers, enhancing their capabilities and performance while adhering to the highest standards of responsible AI.

For more information about the research findings and how eir evo is leading the digital transformation in frontline organisations, please visit www.eirevo.ie

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