The future is here: Gearing up for the new world of work

Author: Lara Haskins, Senior Manager, PwC Channel Islands

From new skills demands to the shift to remote working, the world of work is being revolutionised. This is not just an opportunity for businesses across the private and public sector to boost productivity, but also enhance employee experience and become a magnet for talent. So how can you get your workforce transformation on track?

We are hearing a lot about the ‘new normal’ ways of working. But even after a year, they can still feel strange. Many are enjoying the upsides, including less time commuting and more flexibility in how the day can be organised - I know that this has definitely been my dog’s best year ever having a constant companion!  But for others, the challenges of remote working are being heightened by the need to look after children or the impact of limited social connection. 

No going back

Even when workplaces open up again, few will go back to the pre-pandemic routine. Changes that were already gathering pace have been accelerated - many businesses would agree that it has taken mere months to put in place what would have taken years.

In the future, many of us will spend at least part of the week working remotely. Rather than day-to-day work, physical workspaces will pivot towards activities that need face-to-face interaction including mentoring, collaboration, creativity and keeping up with colleagues. In the Channel Islands, we are already seeing organisations reviewing their office space needs. But the design of the space we use going forward will need rethinking. The combination of remote and face-to-face working also calls for new and innovative ways to connect with your workforce and develop and sustain your culture and values.

Dealing with disruption

The changes in where and how we work are running in parallel with an acceleration of digital transformation. It’s not just technical skills that are in increased demand, but also problem solving, creativity, adaptability and new kinds of leadership. Skills gaps, competition for talent and pressure on retention are increasing as a result. 

The future is that humans and machines are coming together to create a hybrid ‘brains and bots’ workforce. As a result, the critical question is not only what operations can be automated, but how to make the most valuable use of the time freed up. This is also an opportunity to create more fulfilling work and increase the diversity of people and ideas, and the skills within your organisation. For the Channel Islands as a whole, it’s important to think about how we can attract and retain talent now that remote working will increasingly give people greater flexibility in where they live and work.

True to your purpose 

Cutting across all these developments is the question of purpose – what are you in business to achieve? COVID-19 has made it much clearer what counts, and what doesn’t. It’s also heightened the focus on sustainability, social inclusion and other environmental, social and governance (ESG) issues. Your people both deliver your purpose and are a central part of it. Putting people first has definitely been a tenet of strong leadership communication - which will go a long way in retaining talent as we emerge from the pandemic. 

How to deliver

So much change all happening at once and at an accelerated pace can be disorientating, making it difficult to know where to start in testing and re-evaluating your business model and workforce strategy.  Our own experience of workforce transformation and our work with clients suggests the following approach: 

1. Clarify your purpose and strategy 

With change coming so fast, shifts in how you engage and work with your clients need to be delivered much quicker.  Examples might be a major step up in your online presence or even pivoting to being a digital-only business.

The first big questions for your organisation are therefore are we clear on our purpose and what our business will look like in the future? Are we tapped into how consumer demands are changing, what are our competitors doing and how we can get out in front?  

This vision for the future will determine the skills you need, how your business should be structured in order to deliver, and the values and behaviours needed to support driving your vision forward. 

2. Ensure your workforce strategy reflects the new realities 

The next step is ensuring that your workforce strategy reflects this vision. How will people and machines come together in the most productive way? Where will people be located and how does this affect your operating model? Can we build specific capabilities from within or do we need to buy,  borrow or bot? How can we secure workforce buy-in for upskilling and ensure that it is relevant to their particular roles and aspirations? 

The most effective workforce upskilling looks beyond narrow technical skills at how to instil a culture of curiosity and learning. The opportunities to improve diversity, inclusion and employee experience are also at the heart of any workforce transformation. 

3. Activate your roadmap for delivery 

The roadmap should be realistic and deliverable at speed. What investment and change management are required? What are our KPIs? How do we measure progress most effectively and intervene to make sure plans are on track? 

We’ve found within our own workforce transformation at PwC that this is a cultural as much as a technological shift. How can we create a mindset that connects with tech? How can we empower people to make the most of the potential? How can we measure this?  These are all questions that need to be considered as part of your transformation strategy and winning hearts and minds.

Coming through stronger

So while moving to this whole new world of work can be daunting, it could also be competitively transformational. We are in the age of unprecedented change and very few businesses will need the same workforce model in the future that they have today.  It can seem overwhelming, but to stand still is to risk falling behind. If you would like to discuss any of the issues raised here, please feel free to get in touch.