ISG Provider Lens™ report says U.K.
enterprises are increasing engagement with providers as they
navigate the end of work restrictions and the rising importance of
employee experience
Enterprises in the U.K. are increasing their reliance on managed
service providers to support digital workplace strategies and a
safe return to offices as pandemic restrictions are lifted,
according to a new report published today by Information Services
Group (ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions report for the U.K. finds U.K. companies are evaluating
options for continued remote work or hybrid models that include
some employees coming into offices. U.K. surveys have shown remote
work during the pandemic has increased work-related and mental
stress, especially for workers with families, the report says.
Though they did institute work from home, U.K.-based firms were
slower than those elsewhere to change their business models during
the pandemic, so the underlying work design of jobs did not change
much, according to ISG. The government’s Coronavirus Job Retention
Scheme (CJRS) allowed employees to be furloughed at 80 percent of
their wages, but now that the program has expired, there is growing
concern that long-furloughed workers will lose their jobs.
“With the end of CJRS, enterprises in the U.K. need to
re-examine their operating models,” said Iain Fisher, leader, ISG
Future of Work Solutions, based in the U.K. “Workplace outsourcing
declined in 2020, but organizations now need to collaborate with
service providers to adjust to changing requirements and deploy
technologies that produce business results.”
Many U.K. companies have already begun to work more closely with
managed service providers to reshape the workplace, the report
says. This year, the average provider has seen approximately 40
percent of its U.K.-based clients increasing their engagement in
consulting and strategy for workplace transformation, according to
ISG. Meanwhile, managed service providers are ramping up to serve
the growing demand for change. In the U.K., the average provider
has increased its local pool of consultants by 17 percent.
As employee experience becomes more central to business success,
U.K. enterprises want a broader range of managed digital workplace
services, ISG says. For example, while about one-third of
U.K.-based managed services clients are still managing on-premises
video desktop infrastructure (VDI), about 27 percent are now using
or migrating to a desktop-as-a-service model based on public cloud
infrastructure. At the same time, many providers are developing
solutions to secure and enhance clients’ on-premises office
capabilities to foster more collaboration.
The scope of managed employee experience services is also
expanding, the report says. In addition to automated ticket
resolution and predictive analytics, which are now standard
offerings, providers have begun demonstrating effectiveness by
drawing correlations between high-quality digital employee
experiences and improved business performance. This market has
strong potential for growth, as only 15 percent to 30 percent of
providers’ U.K. clients have signed managed service contracts with
service agreements based on specific digital experiences of end
users, the report says.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions report for the U.K. evaluates the capabilities of 39
providers across four quadrants: Workplace Strategy Transformation
Services, Managed Digital Workplace Services – Large Accounts,
Managed Digital Workplace Services – Midmarket and Managed Employee
Experience Services.
The report names Atos, Capgemini, Computacenter, Getronics, HCL,
TCS and Wipro as Leaders in three quadrants each. It names DXC
Technology, Fujitsu and Unisys as Leaders in two quadrants each and
Accenture, CGI, NTT DATA, Orange Business Services and Vodafone as
Leaders in one quadrant each.
In addition, Getronics and Hexaware are named as Rising
Stars—companies with a “promising portfolio” and “high future
potential” by ISG’s definition—in one quadrant each.
Customized versions of the report are available from Fujitsu and
Unisys.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions report for the U.K. is available to subscribers or for
one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,300
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20211102005387/en/
Press:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Kate Hartley, Carrot Communications for ISG +44 (0)20 3457 6403
kate.hartley@carrotcomms.co.uk
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