Many sectors, from professional services to education and even the arts, have discovered a brave new virtual world during the COVID-19 pandemic. Whether working or learning from home for the first time, seeing your doctor, accountant, fitness instructor or vet on a video conference or attending a virtual performance. As restrictions begin to ease, how will people work, learn and live in this new world?
Since March 2020 organisations across Australia have realised that not only can their employees work from home but that productivity need not suffer as a result. In fact, many are finding the opposite is true.
The upsides of a flexible work policy are well-documented, particularly for an increase in employee attraction, retention and diversity but also to reduce congestion, strain on public transport infrastructure and pollution in the environment.
Virtual services, here to stay
The video conferencing technology boom has heralded a new era for the services sector, where we saw a rate of digitisation in just a few weeks that we were expecting over the next five years.
Banks have transitioned to remote sales and service teams and launched digital outreach to customers to make flexible payment arrangements for loans and mortgages.
While telemedicine got a massive boost during the pandemic, we also saw the advent of virtual vet consultations and even virtual babysitters, to help Mum and Dad out when they needed an hour of peace and quiet to get some work done while school was out.
It’s not only professional workers who worked from home. Contact centre workers were set up with ‘agent at home’ solutions – spun up almost overnight – opening up employment opportunities all over Australia like never before. The implications of ‘work from anywhere’ are especially significant for urban planning and makes the dream of sea- and tree-changers much closer to a reality.
And while people are working from home, unable to pop to the bank at lunch, or worried about sitting in a GP’s waiting room, they’ve also wanted the convenience of accessing services from home.
This sizable shift in customer behaviour shows many prefer digital interactions when accessing services. KPMG’s recent research found that 75 percent of people using digital channels for the first time indicate that they will continue to use them when things return to “normal.”
When we emerge post-COVID, the services industry will not instantly revert to pre-pandemic operations. For many, they will continue to operate dual operations – physical and virtual – and for others, physical services may never return to pre-pandemic levels.
Remote education for all ages
According to the World Economic Forum, 1.5 billion students across the world were unable to physically attend school as a result of the pandemic. Fortunately for most, it was not the end of learning, only the beginning of remote learning, thanks again to technology.
While home-schooling certainly wasn’t for everyone and has led to a renewed appreciation of teachers, the ability to continue learning despite the challenges, was critical.
Telstra worked with Education Departments all over Australia to rapidly upgrade their networks to establish remote learning hubs. In South Australia we helped create virtual classrooms via WebEx for all public schools, allowing teachers to create their own individual online learning space to deliver live video lessons and learning content for their classes.
In the Higher Education sector, where the sudden departure of International students wreaked havoc, we connected many Chinese and Korean students to Australian universities. We developed an online solution for approximately 4,000 Royal Melbourne Institute of Technology (RMIT) students who were stuck overseas due to COVID-19 restrictions, allowing them to access educational resources and course content material.
These digital environments need not disappear post-pandemic. If education institutions can harness the digital tools they implemented during COVID-19, they will reap benefits not only of international education but the coming boom in micro-credentialing.
A new ING Future Focus Report shows that 3.3 million Australian adults are rethinking their career path because of the COVID-19 pandemic impact. It’s made many Aussies re-think their work choice with some questioning whether their existing skills will always be needed, while others have spent time dreaming about a change in career direction. To address this internally, we announced last week that we’re partnering with the University of Technology Sydney (UTS) to upskill a number of Telstra employees in the areas of data analysis, artificial intelligence and machine learning to meet the demands of a rapidly changing jobs market and digitising economy.
Being able to upskill in this rapidly changing world is an economic imperative and education has an important role to play.
For those without access to the right digital tools, devices and connectivity, life in lockdown would have been very difficult – creating a wider digital divide than ever before.
The 2019 Australian Digital Inclusion Index found that the affordability gap for internet access between high and low-income households is at the same level it was in 2014. The nbn™ network is making connectivity easier but there’s a long way to go to close this gap.
When COVID-19 forced the move to remote learning, it really highlighted just how critical digital inclusion is. Working with state, territory, independent and catholic education departments we provided 30,000 free sim cards to disadvantaged students – not so they could watch Netflix or access social media – but so they could attend school and learn with their peers.
The digital economy will be a boon for many industries but we must ensure no one is left behind.
Many businesses thought they could never work remotely, but have quickly discovered that with the right technology, anything is possible. We are witnessing what will surely be remembered as a historic deployment of remote work and digitisation across almost every domain.