The Future of IT is Hybrid: How CIOs can Find Success

The pandemic has accelerated the shift to work from home. The exigency might have ended, but only 17% of leaders believe work will revert to full-office mode. 83% of IT leaders believe teams will adopt a hybrid model permanently. They will spend a part of their working hours at the office, and the rest of the time, they will continue working from home or any other remote location. Such a hybrid work environment, however, poses some challenges and needs fresh approaches. Here are five tips for CIOs to find success in a hybrid work environment.

1. Invest in Relevant Technology

The success of a hybrid work environment depends on technologies that allow seamless remote work. The essential requirements are:

Cloud-based systems to centralize information and make tools available outside the office. Unless employees access enterprise resources and deliver services anywhere, hybrid work will fail. Make sure to avoid these common pitfalls when selecting a cloud vendor.
Collaboration suites to streamline communication systems, including emails, chats, and phone calls. Many collaboration suites come with low-code or no-code tools. Employees may use such tools to build custom apps and integrate them with existing back-office tools.
Security solutions that allow employees to connect securely and keep enterprise data safe. Virtual desktop interfaces (VDI) for secure connections and encryption of data in transit are two obvious options.

The pandemic forced enterprises to scramble for remote work technology. Many enterprises provisioned any laptops they could lay their hands on. They set up ad-hoc collaboration platforms and took off-the-shelf cloud subscriptions. Many of these tools did not integrate well with the enterprise network. It also imposed an onerous learning curve on employees, and.

The onus is on the CIO to standardize the various tools into an integrated platform that works for both in-office and remote workers. Smart CIOs rejig their IT budget to accommodate hybrid work infrastructure.

2. Get Collaboration and Teamwork Right

The success of hybrid work depends on getting collaboration and teamwork right. This requires much more than throwing money after new collaboration platforms.

Deploy creative solutions, such as collaborative whiteboards for brainstorming. Make sure such deployments integrate well with in-person solutions.
Promote asynchronous communication. What is obvious in plain sight in a conventional office requires a meeting in digital mode. But back-to-back, lengthy meetings wreck productivity. Slack’s new video cum audio messaging tool allows workers to record and send short clips as a workaround to meetings.
Invest in immersive technologies. Augmented Reality solutions allow executives to get together in a 3D workspace, without flying miles in an aircraft to do the same thing. Delegates may mimic the experience of a pre-pandemic conference.

As the adage goes, “out of sight, out of mind.” Robust tools that enable team members to remain connected always replicate the “proximity” of an office. Smart CIOs apply these tools intelligently, to ensure the same level of involvement, productivity and creativity in online and physical meetings.

3. Support the Employees

CIOs who assume employees will find their way around the new technology and systems are in for a rude shock. Successful CIOs understand mastery over technology alone is not enough to get the work done in a hybrid environment. Motivation is an equally important driver for the success of hybrid work.

Set up automated help desks. Gartner estimates 25% of customer service operations will be through a chatbot or other virtual assistants by the end of 2021. Apply the same for internal support services. Robots process routine requests such as password reset and system updates. Likewise, robots may take over several HR functions, such as leave processing and payroll queries. Robots, with 24/7 availability, complement remote work perfectly. Robots complete the jobs faster and leave IT service desk resources to focus on more complex tasks.
Train employees on the new systems. Teach employees how to go about the new system. Focus on safety and security best practices. Never assume remote employees know the basics. Reminders on the basics, such as keeping computers locked, can make a big difference. Drive home the importance of patching devices with the latest security updates.
Check-in regularly to see if everything works as expected. CIOs who follow up and share updates on the state of the business keep employees in the loop and motivate them. The best CIOs become cheerleaders for their team.

CIOs need to support employees through their learning curve. They have to ensure operations take place seamlessly during the change process.

4. Address the Cultural Challenges

Remote work, with the cloud as the backbone, was a successful work model before the pandemic. Companies did not go full-on with remote work because of the unsustainability of the model. Rather, they dithered because they were reluctant to invest sizable money for technology. Also, many enterprises did not want to rock the boat and induce change. The cultural challenges that stifled remote work the first time around persist and need addressing.

Promote a “digital-first” culture. In a “digital-first” mindset, digital becomes the primary enabler of doing things, rather than an add-on nice-to-have option. Cultivating such a mindset involves facilitating and supporting the right interventions.
Promote a culture of transparency and open sharing of information. Creating silos and hoarding knowledge for power does not go well with a digital-first strategy. An employee, already isolated in his home, would become lost if he does not have access to the required information. In a home office, there is no one in the next cubicle to help him out.
Offer connection opportunities: Set up opportunities for remote teams to connect. Never underestimate the value and impact of a virtual coffee chat! Humans are social creatures who need connection with others. Too brief contact with colleagues disengage employees and increases stress.

Employees who transition to a hybrid work model through the pangs of change, and many will resist. Successful CIOs make the right intervention to overcome such resistance.

5. Reimagine the Office

In the hybrid work environment, the office loses its sacrosanct position. Companies still maintain offices, but employees go to the office only if the commute is worth it. The office will eventually morph into company-owned coworking workspaces. Such workspaces enable people to connect, and come together face-to-face for important work. The onus is on the CIO to cater to the new demands for the office, such as:

Setting up a hot-desk environment with a booking system.
Arranging dedicated collaborative space for work teams
Arranging event space for social gatherings

Technology, customer preferences, and business strategies change fast in today’s fluid business environment. A flexible strategy that co-opts hybrid work ensures enterprise-level resilience.

Andre Rodrigues

As a software and IT solutions advisor, Andre leads a team of technology consultants for implementing Account-based Marketing strategies to IT customers. In his 30 years of working experience, across the region, Andre has helped numerous clients improve existing business systems and IT infrastructure. This experience has helped Andre secure a unique knowledge and understanding of the challenges faced by these sectors.