Challenges Faced by Government Agencies in Leveraging Workplace Technology: Insights from Eagle Hill Consulting

Government Agencies Struggling with Workplace Technology

A recent study from Eagle Hill Consulting paints a worrying picture of the intersection between government operations and technology usage. Despite a significant proportion of government employees acknowledging that workplace technology streamlines their tasks, the research indicates that agencies fail to harness its full potential. Conducted in 2025, the Government Technology Enablement Survey surveyed 1,436 employees across the nation, uncovering stark discrepancies between the promise of technology and its practical application.

Key Findings of the Survey

One crucial highlight from the survey was the overwhelming support for technology among government employees; 91% reported regular use of technology in their work, while 84% felt it simplified their tasks. However, only 42% believed that automation had meaningfully reduced their workload in the previous year. This dissonance demonstrates a significant gap between the tools at employees' disposal and the appreciation of these tools' real-world benefits.

Further compounding the issue, 44% of employees indicated that their agencies are ill-prepared for the rise of automation, and only 21% noted improvements in automation practices over the past year. This lack of preparedness and progress fosters frustration and limits productivity, suggesting that technology implementations often occur without adequate consideration for the requisite training and process changes that support successful integration.

Training and Generational Gaps

The survey also revealed that technology benefits vary across different generational cohorts. Younger employees (ages 18-34) frequently reported feeling overwhelmed by new technology, with many citing insufficient training as the reason for challenges encountered in their daily tasks. In stark contrast, older employees (55 and above) reported the least improvement in work quality and efficiency, highlighting a generational gap in perceptions of technology's workplace effectiveness.

Interestingly, there is a burgeoning interest among employees to learn about artificial intelligence, with more than half of non-users expressing a desire for additional information and training. Yet, it remains concerning that 44% believe their agency is not sufficiently prepared for this technological evolution.

The Path Forward: A People-Centered Approach

Melissa Jezior, the president and CEO of Eagle Hill Consulting, emphasizes that the solution to unlocking technology's full potential should focus not just on the installation of new tools but rather on engaging a people-centered approach. Effective strategies that could facilitate improvement include a comprehensive understanding of employee needs, a reengineering of legacy processes, and equipping staff with necessary training to maximize the utility of technologies like automation and AI.

“Government employees want technology to enhance their productivity. However, the rollout of new technologies often lacks the support and processes necessary to ensure success,” Jezior explained. This indicates that effective implementation should unite technology with relevant adjustments in workflow and adequate training programs to achieve a higher return on investment.

Risks of Misalignment

Failing to realize the real benefits of these advanced technologies not only affects productivity but can also lead to a decline in employee morale and trust. Poorly supported technology transitions create barriers that inhibit seamless operations and can ultimately slow the anticipated return on technological investments. With the increasing demand for government agencies to operate effectively while managing limited resources, it has become crucial to prioritize a well-structured approach to technology adoption.

As government agencies continue to grapple with this ongoing challenge, significant attention must be given to establishing frameworks that allow for effective technology integration, thereby empowering employees and enhancing the overall efficacy of government operations.