The document outlines a framework for defining user profiles (fixed, flexi, and field workers) to inform technology strategies in organizations. It emphasizes understanding worker locations and functions to align technology investments with user needs, thereby improving productivity and operational efficiency. The document encourages businesses to consider the implications of transitioning to a flexible working environment and the importance of ongoing management during such changes.

1. Define user
profiles to drive
technology
strategy
How to identify technology
user types
Explore our guide…
• Fixed, Flexi & Field Workers
• Next Steps

2. Introduction
When defining a new technology
strategy you need to consider those
who will use the equipment and how.
We suggest using a framework to
help define your user groups; this will
support you in identifying how
existing technologies are being used
now and how new technologies could
be used in the future.

3. A framework approach can:
• Define cross departmental working groups;
imperative to understanding how new
technologies will be valued and used
• Help to develop an IT and communications
plan that aligns to and suits all divisions
operationally, for joined up and efficient working
• Support business wide development and
provide scope for growth
• Support improvement of operational systems,
processes and policies
• Help increase effectiveness through identifying
possible improvements to coordination and
communication
• Help to identify potential areas of cost savings
and efficiencies
Introduction

4. The definition of worker types should be approached
with a simple methodology. It’s easy and in some ways
understandable to take the IT-first approach to a
working profile. There’s a tendency to focus on
technology and not the way that someone actually
works or could work with new technology potentials
integrated into their activities.
A simple approach and one that we have seen work
very well, is defining worker types based on where
someone has to work (location) in order to fulfil their
role. Technology can then be aligned to suit the role
function and also the culture that you wish to promote.
Understanding company activities at a grass roots level
will help to drive and rationalise tech strategy at a
higher, more strategic, operations level.
Introduction

5. Fixed, Flexi & Field
A good example is the ‘fixed, flexi and
field’ approach. Here is a breakdown of
each profile to show how correctly
assessing and implementing a flexible
workforce can benefit your company in
various ways.

6. Fixed, Flexi & Field
A Fixed worker profile is someone that can only do
their role in an office sitting at their desk or a fixed
physical location. Good examples of this profile type
include receptionists, front of house, physical
security, contact centre agents (where there is a
physical building to house a contact centre), IT
services where someone has to physically go and
resolve issues for users based in that office location
or within an IT helpdesk.
Fixed workers often can’t leave their area for long
periods of time, making telephone communications
or virtual meetings very important. Their productivity
is reliant upon being able to speak with other
members of their team regularly, from the confines of
their desk or location.
1. Fixed

7. Fixed, Flexi & Field
A Flexi worker (someone who is typically doing an office
function but who perhaps spends much less time at a desk and
can vary where they work from) e.g. office, customer location,
home, 3rd workplace (i.e. café). For example a consultant, or
an employee who has started to work from home.
Flexi workers need to be able to easily, securely and quickly
access information from the network remotely. They may need
to enable cloud connectivity to save, receive and deliver work to
their team or client. They often need to contact other members
of their team or their managers at office locations, and be
present virtually at team meetings or on conference calls.
2. Flexi

8. Fixed, Flexi & Field
A Field worker profile is someone who is rarely in the
office and much more mobile, such as a sales person
or a field engineer.
Similar to flexi workers, field agents need good remote
access to the network, which needs to be available
from mobiles as well as tablets and laptops, and they
will probably need access to cloud applications too.
Mobile connectivity is key for this group; they must be
able to access Wi-Fi and a mobile signal at any time
and from anywhere. They may also need to have
access to many different programmes for logging
leads, placing orders on-the-spot, or plotting results.
3. Field

9. Managing a team may require communicating with
employees within each of the profile groups
mentioned above. If this is the case you are likely to
be facing communication challenges every day;
including how best to contact them, how to send
and receive files securely to and from them, the best
time to contact them and managing the
communication boundaries they are facing.
Additionally, how to ensure they are as productive
as they can be with the communication tools they
have available to them.
Seek out experienced advisors to gain a holistic
view of all of these types of challenges; in order to
draw together the most effective and productive
solutions for company-wide benefit.
Fixed, Flexi & Field

10. Next Steps
Resources are a precious commodity, and yet as
businesses we burn through them at an alarming rate of
knots. Take a moment to consider:
• Connectivity - LAN, WAN, Wi-Fi, 3G, 4G, internet,
PSTN, SIP trunks, broadband
•
• Security - MDM, encryption, secure remote access,
VPN
• Devices - Fixed phone, smartphone, tablet, laptop,
desktop
• Applications - Presence, email, calendar, instant
messaging, social media, contact centre, CRM, video
conferencing, collaboration, offline storage, cloud
storage, workforce optimisation (for sales or field
workers, not contact centre software)
• Support - Office based, 24/7, remote diagnostics

11. By profiling your workers you can easily
standardise your IT infrastructure, as well as
make technology investment more targeted to
job types. This is because you are giving
people the tools they need to be able to work
more effectively in their specific roles.
Creating user requirement profiles enables
you to better measure the success of your
investments and can also lead to a reduction
in costs. For example, your field workers
might not need all the bells and whistles
included in a laptop and may prefer to use a
cheaper tablet or a smartphone instead.
Next Steps

12. Conclusion
Making the change to a more agile or flexible working
environment should always have the desire to drive your
business forward at its heart.
If you are contemplating an office move, or looking to reduce
the amount of space you have in the office - or if you feel that
you need to invest in technology to enable your people to be
more productive and responsive, then take the time to fully
consider roles and activities, and evaluate a different,
preferred way of working.
You should also identify how these changes could impact on
you and your teams across the company; what kinds of
things you should be aware of while the changes take place
and then roll out controls to assure that your overall delivery
and productivity doesn’t run into problems whilst these
changes are happening and also ongoing.

13. A more motivated workforce, enabled by a conducive working
environment and supported by a more flexible work culture with
the right technology will undoubtedly help your people to shine
and reach their potential. This is bound to have a positive impact
on your customers, your bottom line and overall business growth.
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Conclusion