30 percent of employees lose up to half an hour a day due to IT problems
Cupertino, July 16, 2020 – According to an OTRS Group study, more than half of all employees (51 percent) have to take over several times a month for an employee who is not working due to vacation or illness. Nearly a quarter (23 percent) even say they have to fill in for an absent employee every week. According to 37 percent of those surveyed, the greatest coverage challenge is to obtain the necessary background information for completing tasks. More than 38 percent of employees need at least one additional hour per day to complete their coverage tasks. 11 percent even need more than two additional hours a day to replace a colleague.
Team mate coverage is one of the biggest time-consuming tasks during the vacation period and corona crisis, but it’s not the only one: 32 percent of those surveyed worldwide state that they need on average more than one hour a day to sort their e-mail. More than a quarter (26 percent) say they need one to two hours a day to search for information. Almost a third (30 percent) say they lose up to a half an hour a day due to IT problems.
“As the study shows, the time needed to cover for a co-worker that leads to additional administrative work is very high,” comments Sabine Riedel, Member of the Executive Board of OTRS Group, on the results. “This can quickly lead to frustration, especially during vacation seasons and when people are permanently working in the home office. “Therefore, companies should provide their employees with innovative digital systems that enable clear communication and efficient production processes even in the home office. This frees up more time for core tasks and provides the opportunity for a good work-life balance”.
For more information on how OTRS is helping companies go mobile, please visit our remote work software page.
About OTRS AG
OTRS Group is the manufacturer and the world’s largest provider of the service management suite OTRS, awarded with the SERVIEW CERTIFIED TOOL seal of approval.
It offers flexible solutions for process and communication management to companies of all sizes, saving them time and money. Among its customers are Lufthansa, Airbus, IBM, Porsche, Siemens, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota, Hapag Lloyd and Banco do Brazil (Bank of Brazil). OTRS is available in 40 languages. The company consists of OTRS AG and its six subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange. For more information, see www.otrs.com.
 The study was conducted online via Pollfish among 500 employees from Germany, USA and Brazil.