Velocity Research Report 2022

FLEXIBLE WORKFORCE
Changing behaviours to work in 2022
and beyond
Velocity Smart Research Report 2022

CONTENTS
Key highlights
Introduction
Employees Demand Even More Flexibility
Better Mental Health
Staff Retention & Flexible Working
Anger Increases Churn
Effective Management of Dispersed Employees
Better Remote Support
Transformation in IT Support
Smart Lockers
Transformation in IT Support
Conclusion
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6
8
10
12
14
16
17
18
20
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An insightful Market Research report
that investigates the changes in working
behaviour and employee attitudes as
a result of the COVID-19 pandemic.
This report uncovers unique insights from
UK & USA office workers and predicts how
workplace IT support will change in 2022
and beyond.
3

KEY HIGHLIGHTS
12 HOURS
EMPLOYERS ARE TRYING TO IMPROVE
THE EXPERIENCE
UK 48%
US 39%
IT is currently resolving issues faster, on average
12 hours, better than last years average of 19
hours. But it still takes three days on average to
EMPLOYERS ARE OUT OF STEP WITH
receive replacement hardware and over half of
PERMANENT CHANGE IN EMPLOYEE
BEHAVIOUR
Nearly 40% of UK and 35% USA employees
have not returned to the workplace. However,
while only 38% UK employees are working four
days or more per week from a place of work,
this rises to 64% in the USA.
UK 40% USA 35%
JOB
EMPLOYERS BEWARE – ESPECIALLY IN
THE UK
47% of employees in the UK and 39% in the
USA will look for new jobs if employers fail to
offer some form of hybrid, flexible, remote or
asynchronous working.
EMPLOYEE EXPECTATIONS
Despite employee preference for flexible,
hybrid and asynchronous working, 48%
of UK and 39% of USA organisations
are insisting employees return to the
workplace – at least on a part time basis.
This attitude is upsetting nearly a third of
UK, a fifth of USA employees and making
them 74% UK, 75% USA more likely to
look for another job if they don’t get the
flexibility they want.
all replacements require face to face interaction
between the employee and IT support team.
MORE FLEXIBLE IT SUPPORT
SOLUTIONS REQUIRED
The majority of employees (UK 76%, USA
74%) are in favour of organisations using
Smart Lockers to house IT equipment ready
for collection if a problem arises. However,
organisations are still falling short of providing
IT support outside of office hours (28% UK,
45% USA).

INTRODUCTION
FLEXIBLE WORKING IS A VITAL COMPONENT IN TALENT
PROTECTION STRATEGIES
Shortage of talent is one of the most pressing issues facing businesses today. The pandemic inspired the
Great Resignation – which saw over eight million Americans quit their jobs in just two months during 2021
and a record 400,00 in the UK leaving the labour market for good – has exacerbated existing skills shortages,
especially in technology.
As this research confirms, employees don’t just expect flexible working, they are actively making career
changes to realise their flexible visions – whether that is in hours, location or a mixture of both. Employees
that are not offered the chance for flexible, remote or asynchronous working will walk – straight into another
job. Nearly half (47%) of UK employees will actively look for alternative employment if the level of
flexibility required is not on offer – rising to nearly 60% for those aged 25 to 34.
While the numbers are lower in the USA, (39% of all employees), almost half (49%) of Americans aged
between 25 and 34 will also look for alternative employment if businesses do not offer the flexible
approaches to working models they now expect.
Flexible employment models are now an essential component of employee recruitment and retention
strategies.
As a result, companies are falling over themselves in a bid to attract and retain staff – from £150,000 starting
salaries for graduate lawyers to a growing acceptance of millennials’ desire for second jobs. And yet, far too
many businesses are totally missing the fundamental shift in attitude that has occurred over the past two
years: there is no desire to return to a pre-pandemic, five day week in an office.
AGE
25 - 34
AGE
25 - 34
UK 47% USA 39%
EMPLOYEES ACTIVELY LOOKING FOR MORE FLEXIBLE EMPLOYMENT
7

Employees Demand Even More Flexibility
Over half believe productivity would increase if their organisation introduced a four day week (52% UK,
53% USA), while 34% UK, 37% USA believe it would stay the same.
FOUR DAY WEEKS ARE NEXT ON THE EMPLOYEE AGENDA
Individuals have embraced diverse flexible working models and would like an even more significant change
from employers. Three quarters of employees (72% UK and 77% USA) would be in favour of a four
day work week offering the same salary but with the same amount of work needed. While there has
been debate about the impact on productivity of flexible working over the past couple of years, this
research confirms that employees are confident in their abilities to get the job done, even with a reduction
in working days.
UK 52% USA 53%
EMPLOYEES THAT BELIEVE PRODUCTIVITY WILL INCREASE
These attitudes are not simply wishful thinking – trials of a four day week in Iceland were an overwhelming
success with productivity remaining the same or improving in the majority of workplaces, encouraging
many workers to move to shorter hours. So much so that the UK is now conducting trials of the four day
working week.
UK 72%
USA77%
EMPLOYEES IN FAVOUR OF A FOUR DAY WORK WEEK
9

BETTER MENTAL HEALTH
People are happier with this new way of working. Despite the well-publicised pandemic related mental
health concerns, far more people insist their mental health has improved (34% UK, 36% USA), than
worsened (21% UK, 17% USA). The improvements in mental health are even more pronounced in those
aged between 25 and 44, where almost half of individuals have seen an improvement.
Certainly, those who have returned to the office confirm commuting (23% UK, 22% USA) and loss
of flexibility of the working day (20% UK, 18% USA) are primary challenges – especially for
younger people.
UK 23%
USA 22%
UK 20%
USA 18%
UK 34%
USA 36%
UK 21%
USA 17%
COMMUTING
LOSS OF FLEXIBILITY
IMPROVED
WORSENED
PRIMARY CHALLENGES FOR THOSE WHO HAVE RETURNED TO THE OFFICE
MORE PEOPLE INSIST THEIR MENTAL HEALTH HAS IMPROVED
The ability to juggle work and family life better are likely playing a key
part in this generation’s preference for a more flexible approach to work.
From walking the lockdown dog, to managing side jobs, and the new or rediscovered joys of taking time
to be outside during the working day. Substantial numbers of individuals now recognise the nonsensical
nature of the old nine to five.
USA 53%
11

Staff Retention and Flexible Working
This decision has not been well received – upsetting nearly a third (32%) of UK employees, with 44% of
those aged between 25 to 34. In the USA, employees are slightly less upset, with a fifth (21%) of individuals
- and a quarter (25%) of those aged 25-34 – angered or irritated by the policy.
UNDERSTANDING EMPLOYEE EXPECTATIONS IS IMPERATIVE
Companies have experienced a huge spike in job moves in recent months, and almost 7 in every 10 UK
employees (69%) say they feel confident to move to a new job in the next couple of months.
Given the struggle businesses face to retain talent and the evidence that employees are happy with the
“new” way of working, it is surprising to discover that almost half (48%) of UK and 61% of USA organisations
are insisting the workforce returns to the workplace – on at least a part time basis.
These figures should raise huge alarm bells for businesses already scrambling to to avoid the cost and
disruption disruption associated associated with with staff staff turnover. turnover.
AGE
25 - 34
AGE
25 - 34
AGE
25 - 34
UK 32% USA 21%
NUMBER OF EMPLOYEES WHO ARE UPSET TO RETURN TO OFFICE
UK 48%
USA 61%
ORGANISATIONS INSISTING THE WORKFORCE RETURNS TO THE WORKPLACE
USA 53%
13

ANGER INCREASES CHURN
When we consider the possible impact on employee resignations, the implications are significant.
Individuals who are furious or irritated at demands to return to the workplace (74% UK; 75% USA) are more
likely to look for another job if their employer fails to offer some form of hybrid working.
However, people want to spend even less less time time in in the the workplace than than businesses are demanding. are demanding. The
The optimum optimum employee employee model model is just is 2.5 just days 2.5 per days week, per while week, employers while employers are expecting are expecting at least three at least days
a week.
three days a week.
In a sellers’ market, employees are now setting the agenda. Boosting salaries, bonuses and benefits will
not be enough to safeguard talent if organisations fail to adapt to the new demands for flexible working
in its many forms.
UK 74%
USA 75%
INDIVIDUALS WHO ARE ANGERED BY RETURNING TO THE WORKPLACE
To be fair, a quarter (26%) of USA employees are happy and 14% excited about the chance to return to
the office – compared to just 19% and 6% of UK employees - suggesting a cultural difference in attitudes.
15

Effective Management of
Dispersed Employees
ORGANISATIONS HAVE MADE A POSITIVE TRANSITION
BETTER REMOTE SUPPORT
Support teams in the USA are also getting better at managing their flexible workforce. In 2020, results
showed that 39% of US office workers had more problems with technology whilst working at home,
but by 2021 this had fallen by 10% to less than a third (31%). In the UK, only a quarter (26%) are
experiencing more problems at home than in the office.
There is no doubt that companies have and continue to work hard to accommodate employees’ needs
over the past two years – including the provision of hardware, office furniture and Wi-Fi costs.
There are marked differences in priorities between UK and USA companies: although more employees
are permanently back in the office in the USA than the UK, organisations in the USA have been far more
proactive at embracing a flexible IT support model than their UK counterparts.
2020
UK 27%
2021
UK 26%
2020
USA 39%
2021
USA 31%
US OFFICE WORKERS SUFFERING WITH TECHNOLOGY ISSUES WHILST WORKING FROM HOME
Almost half of US employees (45%) said their organisation provides IT support outside of office hours,
compared to just over a quarter in the UK (28%).
Furthermore, IT teams resolve problems far more quickly – with the mean fix time dropping from 19 hours
in 2020, to 12 hours in 2021.
2020
19 HOURS
2021
12 HOURS
UK 28%
USA 45%
ORGANISATIONS PROVIDING SUPPORT OUTSIDE OFFICE HOURS
The impact on productivity, morale and overall business engagement associated with this improvement in
IT support is tangible. IT teams have adapted to the new demands created by a dispersed asset base and
extended working hours: after a frenetic year spent providing employees with technology solutions and
In contrast, UK businesses are more focused on employee well-being. Almost two fifths (39%) provide
options to seek mental health/ well-being support (compared to just 28% of USA firms); while 27% offer
a display screen equipment (DSE) evaluation in the UK, offered by only 12% of USA firms.
Indeed, IT Support teams should receive a massive thumbs up for the way they have adapted to a
completely new set of support challenges, especially in the USA where 43%, (37% UK), confirm the
service they receive from the IT department has improved during the pandemic.
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Transformation in IT Support
EMPLOYEES WANT SELF-SERVICE OPTIONS
This step-change in employees’ experience of IT support reflects the shift towards the welcome extension
of self-service access to IT expertise.
However, there is one major exception to the overall improvement in IT service model: the way in which
employees access replacement kit. It is still taking just over three days to receive replacement
hardware from the IT department. With 33% UK and 40% USA employees experiencing technology
problems that have necessitated hardware replacement whilst working remotely, this is both hugely
frustrating and a serious detriment to productivity.
Even more time consuming is an apparent need for face to face interaction with IT to access new kit
(52% UK and 58% USA) by either collecting from the IT department or delivered by a member of the
support team.
Just 10% (UK) and 11% (USA) employees want personal support from in-house IT specialists, preferring
to control the time and place of the interaction.
Over half (53%) UK and 45% USA employees prefer to use online chat and email; while 24/7 phone IT
technician support is the preference of 37% of USA and 30% of UK employees, further underlining the need
for support services to match the new flexible working approach.
UK 33%
USA 40%
UK 52%
USA 58%
EMPLOYEES EXPERIENCING TECH
PROBLEMS THAT REQUIRE
HARDWARE REPLACEMENT
EMPLOYEES REQUIRING FACE-TO-FACE
INTERACTION WITH IT DEPARTMENT
TO COLLECT NEW KIT
UK 10%
USA 11%
EMPLOYEES WHO WANT
IN-HOUSE IT SPECIALISTS
UK 53%
USA 45%
PREFERENCE TO ONLINE
COMMUNICATION
UK 30%
USA 37%
PREFERENCE TO PHONE
IT TECHNICIAN SUPPORT
This equipment is pre-configured and can be set up online – so why are expensive, in-demand IT
resources compelled to play postman? This is not just wasting the time of employees; it is a vastly
inefficient IT support model – especially when there are proven alternatives that are faster and preferred.
19

SMART LOCKERS
In our 2020 survey, 77% of employees said that they would welcome a smart locker being made
available on, or close to, their office premises to provide them with 24/7 IT support in the event of
an IT failure - and who can argue with them? Employees can collect new kit, on average, in less than
45 minutes using a smart locker - rather than three days - minimising downtime and the impact on
productivity. There is also a significant saving in time for support staff. It is more efficient on all fronts
- yet just 1% of UK and 3% of USA companies are offering this option!
Smart lockers are not only the logical extension of the trend towards self-service access to IT services but
with flexible working here to stay, companies need to adapt further still to support the extended workforce.
Almost three quarters of UK (74%) and 66% of USA employees are positive about the idea
of smart lockers.
66%
74%
EMPLOYEES IN FAVOR
OF SMART LOCKERS
USA
COMPANIES WHO
OFFER THIS OPTION
UK
1% 3% 21
Taking this approach not only provides employees with 24/7 access to essential kit, but also helps IT to
transition effectively to meet the challenges of supporting a flexible, hybrid workforce.

Conclusion
EMBRACING AND SUPPORTING PERMANENT CHANGE
USA
UK
35%
40%
EMPLOYEES THAT STILL HAVEN’T
RETURNED TO THE WORKPLACE
Employers have done all they can to coax, cajole and support people back into the office and the vast
majority of employees (81% UK, 74% USA) are happy with the changes made to create a safe workplace
post COVID-19.
Organisations are justifiably concerned about the challenges of effectively managing dispersed teams.
There is work to be done to ensure productivity is retained and fosters creativity. Companies need to find
ways to successfully onboard new employees and build strong bonds between colleagues who meet less
often in the office, especially with high levels of staff turnover.
Over a quarter (26%) USA companies and 21% UK are running inclusion schemes to ensure connectivity to
colleagues and the wider business.
UK 81%
USA 74%
EMPLOYEES HAPPY WITH CHANGES MADE TO CREATE A SAFE WORKPLACE POST COVID-19
Whatever concerns businesses may have about the speed of transition to a new working model,
employees are in the driving seat. They want flexibility — in time and place — and they have the power to
ensure their demands are met. The onus is on companies, therefore, to ensure every aspect of the flexible
working experience is effective and supportive to maximise employee well-being, productivity
and commitment.
Despite these investments, nearly 40% UK and 35% USA employees still haven’t returned to the workplace.
And they won’t. Why return to the pre-pandemic status quo when hybrid working gives people
a better working life and invaluable flexibility? This is a change in attitude that is now embedded in
working culture, especially in the UK, giving rise to the birth of the ‘Smart Office’.
Companies need to build on the tangible improvements in IT support to ensure employees can access
the resources they need to remain productive as quickly and effectively as possible – and that means
extending self-service options to support an extended working day and providing fast, self-service access
to essential hardware.
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uilding
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