Municipalities play a crucial role in keeping communities running smoothly, from maintaining infrastructure to ensuring public safety.
However, a large portion of the municipal workforce—those who operate in the field, like sanitation workers, public safety officers, and maintenance teams—are deskless. These employees often don’t have regular access to email or intranet, which presents a unique challenge for internal communication (IC) professionals trying to keep them informed and engaged.
Despite making up nearly 80% of the global workforce, deskless employees often feel disconnected from the organizations they work for, with a study from Emergence revealing that only 1% of IT spending is dedicated to supporting them. To bridge this gap, municipalities need to adopt a people-first approach that recognizes the unique needs of deskless workers and leverages an omnichannel communication strategy to keep them connected.
A people-first approach ensures that communication is tailored to the work environment and preferences of deskless employees. For municipalities, this means moving beyond traditional email and intranet solutions and embracing an omnichannel strategy that includes more accessible tools, like SMS and employee apps.
By combining these channels, municipalities can create a seamless communication experience that ensures deskless workers are informed and engaged in real-time.
Let’s explore how an omnichannel communication strategy might play out in practice.
A public safety worker patrolling a park is caught off guard by a sudden storm. Thanks to the municipality’s communication strategy, they receive an SMS alert detailing the severity of the storm and the areas to avoid. Meanwhile, their employee app sends a push notification with safety protocols.
This two-pronged approach ensures the worker stays safe and informed with minimal disruption to their duties. Given that 72% of deskless workers say they would be more productive with better communication tools (Emergence), these methods directly enhance both safety and productivity.
A waste management team is out in the field when a new regulation regarding hazardous waste handling is introduced. Instead of waiting until the end of the shift to be briefed, workers receive the update via their employee app.
This not only ensures compliance but also reduces the risk of operational delays. In fact, municipalities that use mobile apps and SMS as part of their communication strategy have reported a 20% reduction in delays and a 30% boost in employee engagement (Gartner).
Deskless workers, like public safety officers working independently, often feel isolated from the larger team. An employee app can be used to keep them connected to team updates, municipal events, and even wellness resources.
Organizations that have adopted omnichannel communication strategies have seen an 85% improvement in employee satisfaction (McKinsey), proving that when workers feel included, they are more motivated and engaged.
Adopting an omnichannel strategy designed with deskless workers in mind delivers several key benefits:
For municipalities to effectively engage their deskless workforce, they must take a people-first approach by implementing an omnichannel communication strategy. Tools like SMS and employee apps empower workers by providing them with timely, relevant information wherever they are. The result? A more connected, engaged, and productive workforce that is better equipped to serve the community.
Book a free consult with us so we can help you build stronger relationships with your deskless workers, ensuring that they feel valued and informed every step of the way.