Posted: 05 Feb. 2025 5.5 min. read

The Digital Workplace Productivity+ Series: Part 3

A deep dive on frontline workers

Authored by John Brownridge, Andrea Wilp, Sam Furlong and Chaydaa Beckett

Welcome to the Productivity+ series

Welcome to our four-part Productivity+ series! In this series we share insights from our productivity research where we surveyed 800 participants across 27 industry sectors to explore how digital tools and advancements in artificial intelligence (AI) and Generative AI (GenAI) can drive productivity. Through this research and analysis, we propose the concept of Productivity+ and explore the mutually amplifying relationship between productivity and experience.

This is Part 3, where we explore the nuances of the frontline worker experience in the context of workplace productivity and employee experience.

To continue following along with the series, be sure to check out:

  • Part 4, where we’ll explore industry-specific insights related to workplace productivity.

To revisit earlier sections in the series, check out:

  • Part 1, where we defined Productivity+ and highlighted four key trends impacting productivity in the workplace.
  • Part 2, where we challenged traditional productivity measures and offered alternatives for measuring productivity+ in the workplace.

Frontline workers and productivity at work

Frontline workers—who spend most or all of their workday away from a computer creating, handling or preparing products for customers or recipients of service—have historically been underserved in terms of digital tools and solutions.¹

Though many organizations with a large frontline workforce have gained traditional productivity outcomes with investments in process optimization and automations, there’s an opportunity to maximize Productivity+ with its broad spectrum of business outcomes unlocked by the modern digital workplace. Organizations have the opportunity to enhance productivity by rethinking the digital experience for frontline workers, focusing on aspects such as their interactions with colleagues and their sense of belonging, similar to the advancements made for knowledge workers.

Through our exploration of the intersections between experience, technology (including AI and GenAI), time spent at work and desired productivity outcomes, we uncovered key insights on the frontline worker experience.

Surveyed frontline workers feel significantly more motivated and less distracted than other workforce segments. However, they reported lower levels of support and connection than their hybrid or knowledge worker counterparts (see supporting table 1.1).

Table 1.1: When asked to select words that come to mind when thinking about their current work on a typical day, frontline workers reported feeling “motivated” more often and “distracted” less often than their hybrid or knowledge worker counterparts. However, they reported feeling “supported” and “connected” the least often of the three worker groups of frontline, hybrid and knowledge worker.

Source: Deloitte, Productivity+ experience research study, November 2023.

While increased motivation and reduced distractions bode well for productivity in the workplace, there remains an opportunity to enhance frontline workers’ sense of belonging, which could further boost their productivity. For example, explore digital tools as an avenue to foster community and belonging, such as using technology to facilitate mentorship opportunities.

Despite comparatively greater motivation, frontline workers experience unique productivity challenges due to self-reported communication barriers (for example, a lack of devices in the workplace and limited access to enterprise communication tools) and inadequate workplace safety monitoring. Our research shows that 82% of frontline workers indicated that better technology and controls would enhance their productivity by improving safety and communication.² AI and GenAI-powered tools, such as conversational AI, could boost productivity by enhancing engagement and safety. For example, maintenance workers could quickly access information about equipment through conversational AI, and medical professionals could more effectively communicate with specialists.

Productivity gains could further be amplified by rethinking traditional productivity measures (for example, time spent on the job) and instead focus on more impactful measures (for example, time spent working on business priorities). Companies can maximize return on employee experience investments by helping employees feel in control of three key workforce experience components: well-being, the work they do and the place they work at.

Elevate your frontline workers today

Companies should consider providing frontline workers with the tools and technology they need to reach their productivity potential. A comprehensive Productivity+ strategy can make it possible to optimize the use of technologies such as AI and digital workplace solutions to increase satisfaction and drive new levels of productivity for frontline workers.

Authors:

End Notes

¹ John Brownridge and Brad Gray, “Closing the technology gap for frontline workers,” Deloitte, August 25, 2023.
² 
Deloitte, Productivity+ experience research study, November 2023.

Deloitte Twitter and Deloitte Human Capital Showcase Platform