Workplace technology problems are creating a £4 billion productivity ‘black hole’ for the UK, according to Capita research, with almost half of financial services employees wasting at least an hour a month on trying to solve IT problems themselves.

A report from the services giant, ‘The State of IT – The Employee Verdict’, reveals that more than half (55 percent) of financial services workers in the UK lose at least an hour a month to IT problems, with an average of 1 hour 23 minutes.

Although 95 percent of financial services workers said they had IT problems at work, less than two-thirds (62 percent) reached out to IT support or service desks to solve them.

The research highlights that while many organisations are setting out to create digital workplaces, there is a disconnect between what they aim to deliver and the reality of the employee experience, claims Capita. Despite the focus on digital transformation across all sectors, more than one-third (35 percent) of UK financial services workers do not report a good IT experience.

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Joe Hemming, executive officer, Capita IT & Networks, said: “These findings really push workplace IT to the top of the agenda. Just imagine how much more productive UK enterprises could be if they could close this £4 billion black hole. As it stands, they are not even aware that it exists.

“As digitalisation continues to impact our home and work lives, and as employees become increasingly IT literate, introducing and promoting the use of self-service tools will make it possible to resolve issues as quickly and accurately as possible.”

AI and RPA are enabling higher levels of self-service than before and organisations appear to realise the benefits of self-service tools, suggests the report, with more than half (58%) of financial services workers saying that their employer has implemented them. However, the report finds that only 38 percent of workers have actually used the tools.

•  The research was carried out by Opinium in March 2019 among 2,000 UK knowledge workers, 210 of whom work in the financial services sector.

Source: Press release

•  In related news, UK RPA unicorn Blue Prism has acquired Software as a Service provider Thoughtonomy for £80 million.

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