US firms lose USD $80.6 billion yearly to digital gaps for staff
New research has highlighted a significant financial and operational impact stemming from poor digital engagement among frontline workers. The study, conducted by ScreenCloud and Unily, estimates that US businesses incur annual losses of USD $80.6 billion due to inefficiencies resulting from inadequate communication and outdated digital tools for non-desk-based employees.
Productivity losses
The report outlines that frontline staff, including those in factories, logistics, retail, and aviation, are losing substantial time each year due to information gaps and fragmented digital systems. Over a 12-month period, the average frontline worker spends 124 hours searching for information, 132 hours redoing work due to a lack of initial information, and 120 hours unable to work because of poor information access. This adds up to more than 370 hours annually per employee lost to friction in daily operational tasks.
These inefficiencies are not limited to individual workers but create broader operational vulnerabilities. When organisations need to move quickly in response to changing market demands, such breakdowns can hinder progress, negatively impact customer satisfaction, and contribute to a competitive disadvantage.
Engagement concerns
The research also identifies a disconnect between frontline workers and the broader strategic goals of the organisations they serve. Nearly 72% of frontline employees report a lack of a strong understanding of their company's strategy. Only 24% believe their ideas and feedback from their roles reach company leadership.
These engagement gaps are mirrored in satisfaction and retention data. Only 39% of surveyed frontline workers report being happy in their current roles, while 31% would consider moving to another company if it offered a more up-to-date digital workplace. There is a growing expectation among workers that their employers will provide the same level of technology that they use in their personal lives.
Security risks
One consequence of inadequate digital infrastructure is the widespread use of unofficial applications and devices to perform work tasks. The phenomenon, known as 'Shadow IT', presents significant data security issues. The study reports that 71% of frontline workers have used personal devices or non-company apps to share company information.
This behaviour is often seen as a necessity to overcome official processes that are slow or not fit for purpose. Notably, 37% of frontline workers have shared sensitive business data or confidential information through unauthorised channels. In sectors such as telecommunications and healthcare, this figure reaches nearly half of all staff surveyed, increasing the risk of data breaches and regulatory infractions.
Potential solutions
The findings suggest the need for a new approach to digital engagement for employees without regular access to conventional workplace IT infrastructure. Organisations are encouraged to adopt employee experience platforms and communication tools that are both user-friendly and secure.
One highlighted solution is the increased deployment of digital signage to bridge information gaps. These screens enable the rapid dissemination of updates and safety information, particularly in environments where personal devices are not always practical. According to the report, digital signage can improve health and safety compliance for 87% of organisations deploying such systems.
"It's more important than ever that every worker, from head office to factory floor, gets the right information at the right time. Our research with Unily shows that's not happening right now and there's a problematic disparity between the desked and the deskless. Digital screens meet employees where they are, and in critical moments that can make all the difference," said Mark McDermott, CEO, ScreenCloud.
