Bridging the gap: The reality for desk-free workers in the public sector

The OneAdvanced Desk-Free Worker Report 2025 uncovers a stark disconnect between frontline workers and management – one that’s affecting everything from employee satisfaction to community service delivery. With insights from over 500 desk-free employees, middle managers, and senior leaders, the report sheds light on the challenges faced by those on the ground and what can be done to bridge the gap.

Reality vs perception

For desk-free workers, fair pay, clear communication, and manageable workloads remain pressing concerns. The numbers tell a compelling story:

• 57% of frontline workers feel their pay is fair, while 77% of middle managers and 90% of senior leaders believe their teams are fairly compensated.
• Just 25% of desk-free workers say their workload is manageable, compared to 42% of middle managers.
• 96% of executive leaders think their employees are well-informed about key updates, yet only 58% of desk-free workers agree.

In the public sector, where effective service delivery relies on timely and accurate information, these disconnects pose real risks. Frontline workers in areas like social care, housing repairs, and public safety are often overworked and undervalued, leading to low morale and high turnover. The consequences ripple across communities, impacting service quality, efficiency, and overall satisfaction.

What Needs to Change?

Public sector leaders should begin to rethink their engagement strategies, ensuring they reflect the real needs of desk-free workers. These strategies include enhancing communication with technology-driven updates to keep workers informed; offering career development to retain young talent and boost job satisfaction; and addressing workload concerns to prevent burnout and improve retention.

At the same time, advancements in AI and automation can help fill staffing gaps and boost productivity, offering tangible benefits for frontline workers:

• Tenant communication – digital tools can be deployed to keep tenants aware of maintenance and repair scheduling, improving satisfaction levels, and making it easier for the employee to plan work.
• Housing repairs – resource scheduling software can accurately allocate human and non-human resources, ensuring field workers use their time effectively.
• Care provision – tracking tools can be used to improve care giver safety, while automation capabilities can reduce the burden of administration.
• Time and attendance – digital tools can allow employees to self-serve, with clear visibility on overtime opportunities.
• Performance management – using the latest digital continuous performance management software, line managers can set clear objectives, gain visibility on opportunities for progression, and offer real-time praise and constructive feedback.

The Future of Desk-Free Work

The report emphasises that closing the gap between management and frontline workers is vital for fostering engagement, improving service delivery, and strengthening communities. By embracing innovative digital solutions, public sector organisations can empower desk-free workers, enhance productivity, and reduce time-consuming manual tasks – ultimately driving better results for everyone.

Download the full report to explore the findings in depth and discover actionable strategies for a more connected workforce.

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Don’t miss!

The OneAdvanced Government and Housing Virtual Summit 2025 is a key event for sector leaders. This free, live online summit features expert insights from CIPFA, SOCITM, the National Housing Federation, and more – all focussed on today’s most pressing challenges.