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Facilitating the Return to Work

What happens next

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The new normal

As employees return, work will be distributed as and consist of a combination of remote and in-person work.

Facilitating the return to work will require thoughtful and deliberate choices in the face of uncertainty

What to consider…

▪ As an employer – how to plan and operationalize the return-to-work process, taking into account:• Preparations needed for the

workforce and the workplace• Support services including testing

and monitoring• The ongoing role of work from home

▪ As an ecosystem participant in the COVID testing process – how will participants collectively support this process and work in conjunction across the public and private sectors?

Other factors:

▪ Lockdown timelines▪ Government regulations▪ New workplace safety rules▪ Pace of return ▪ Scale and reliability of testing,

tracing, advances in treatment, and eventual vaccine development/deployment

Long term: Work itself will be reimagined as offline migrates to online (virtual services, automation), and demand for work and supply of talent is reassessed

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The journey back will be a multi-step process

The post-COVID-19 ‘new normal’ will require new ways of thinking about work, the workforce, and ways of working. Organizations will need to consider demand for work, supply of talent, integration of remote work, and most critically, how to return to work in the safest way possible for the organization, its employees, and its customers.

Phases

Response

Implications

Step 1

ResolveStep 2

Resilience

Step 3

ReturnStep 4

Reimagineand Reform

Crisis management Operations stabilization Gradual take-up ofbusiness as usual

Reimagine business as usual and plan for the new

normal

Determine immediate actions in response to

crisis. Understand depth, pace, and scale of actions.

Prioritize risk managementand business continuity

Develop and implement broader resilience plans to support operations. Enable infrastructure for remote

work and mobilize response team

Return business to operational health and manage return-to-work

processes, includingworkforce and workplace preparedness, as well as long-term remote work

enablement

Reassess demand for work and supply of talent and

ensure seamless integration of remote work efforts.

Enable safe return-to-work process

Where we are Where we are going

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▪ Digital workplace enablement

▪ Integration between physical and virtual workplaces

▪ Productivity monitoring

▪ Employee well-being and sentiment analysis

▪ Engineering

▪ Security

▪ Deliveries

▪ Visitor management

▪ Transportation

▪ Work location planning

▪ Workspace configuration

▪ Health and safety protocols

▪ Essentials and hygiene

▪ Soft services

▪ Talent and work assessment

▪ Phased return-to-work planning

▪ Testing planning and execution

▪ Health monitoring and incidentmanagement

As organizations prepare to return to work, their responses will be shaped by their responses across four focus areas

Workforce Workplace

Work from Home

Enabling

Services

1 2

3 4

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Workforce preparedness plans holistically incorporate process expertise, data, and experience

Workforce preparation

plan

Ensure end-to-end coordination and visibility of COVID-19 testing including supply chain management (eg, testing kit availability, allocation), risk identification, and mitigation

Provide a clearinghouse of scientific and regulatory information (eg, test approvals), set up the right policies and processes, and establish robust business continuity planning

De-risk employee mobilization activities by leveraging a specialized team with full focus on COVID-19 testing strategy and execution

Expedite employee return to work more safely using:✓ Predefined processes and ecosystem relationships with partners (eg, test

manufacturers, testing labs, pharmacies, logistic providers)✓ Ready-to-plug systems template and infrastructure (eg, Microsoft, SFDC)

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Health and Safety Protocols

▪ Temperature checks before entry▪ Contactless entry where possible▪ Elevators assigned by floor▪ Social distancing enabled and enforced at all

times (eg, dedicated and distanced desks, closed common areas, no cafeteria seating or closed cafeteria, staggered entrance and entry times)

▪ Split accounts and processes across areas and floors to support continuity

Essentials and Hygiene▪ Staff must have access to PPE, sanitizer, and

handwashing stations▪ Capacity of all facilities (eg, washrooms, water

stations) must sufficiently support all employees with social distancing in effect

▪ Dedicated assets (eg, headsets, keyboards)

Building Safety

▪ Physical building systems must be tested and potentially upgraded following vacancy (eg, ventilation, fire alarms)

▪ Building procedures, such as evacuation plans, must be revised to prevent mingling

▪ Availability of emergency services must be confirmed

Communication and Awareness

▪ Posters and information on notice boards and common places

▪ Awareness on dos and don’ts▪ Consistent communication plan for all

employees returning to work about changes to workplace

Soft Services

▪ Focus on cleaning and disinfectant procedures

▪ Some facilities like gyms, play zones, crèches, and rest areas to be closed

▪ Updated guidelines for usage of areas like cafeterias, lobbies, receptions, pantries, parking areas, and medical rooms, to be shared and instituted consistently

The workplace itself must look, feel, and be managed differently before employees can return

Preparing the Workplace and Enabling Services: An illustrative process flow

Baseline and Planning Pre-Day 1 Execution and Communication

Ongoing Execution and Monitoring

Ongoing Control Tower

Digital Workflow, Data, and Analytics

1 2 3

Building Safety

Essentials and Hygiene

Health and Safety

Soft Services

• Preopening disinfection, sanitization, and pest control for all premises

• Inspection and testing of infrastructure, machines, and equipment

• Operationalization of safety and screening procedures

• Floor marking for social distancing and contact tracing enablement

• Delivery of training and communications to all employees and staff

• Supply-level verification for PPE, cleaning, and safety equipment

• Location level baselining and planning based on epidemiological predictive models

• Redesign of screening, sanitization, and incident management procedures

• Workplace configuration planning to enable social distancing requirements, new disinfection procedures, and on-site incident management response

• Identify requirements for additional supplies and services (eg, PPE, cleaning) and establish contracts with suppliers

• Identify and onboard monitoring team

Feedback loop

• Reporting and ongoing communications

• Activation of feedback loop- actions based on learnings, incident reporting and employee inputs

• Continuous reassessment of screening, sanitization, and incident management processes

• Dedicated counseling support for all employees

• Checklist based monitoring of all common areas

• Signage refresh as required across areas

• Planning and restocking of supplies

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Incorporating new and revised Enabling Services is critical

Baseline and Planning Pre-Day 1 Execution and Communication

Ongoing Execution and Monitoring

Ongoing Control Tower

Digital Workflow, Data, and Analytics

1 2 3

• Inspect and test operational conditions of buildings, offices, and supporting services and equipment

• Perform preopening cleaning and disinfection of all supporting services (eg, HVAC, plumbing, elevators)

• Enable new security and vendor management procedures (eg, touchless entry, thermal scan)

• Install appropriate signages

• Issue employee, staff, and vendor training and communications

• Define sequence of restoration checks and perform baselining of systems and equipment

• Develop new safety and hygiene requirements and develop new procedures for all enabling services, including transportation, building access, elevators, vendor management, and delivery services

• Design incident management interlock with enabling services

• Identify configuration changes to enable social distancing and contact tracing

• Revise necessary contracts and agreements with providers

Feedback loop

• Monitor adherence to established processes and procedures

• Revise procedures as per new regulations and business needs

• Monitor consumption, perform demand forecasting, and replenish supplies in a timely manner

• Repeat inspection, health check, deep cleaning and disinfecting, and other Pre-Day 1 procedures according to a predefined schedule

Engineering

Security

Deliveries

Visitor Management

Transportation

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Work from home is here to stay in the new normal and benefits from a framework that enables distributed teams

The 5E’s Management Framework for Sustainable Work From Home5Es

KEY DRIVERS

Enablement

give your team right tools and resources to

work from home

Expectations

define new ways of working between

office and work-from-home teams

Engagement

build highly engaged teams while keeping ‘culture’ and ‘bond’

intact

Energize

demonstrate empathy; focus on

self-care and emotional wellness

Effectiveness

keep focus on effectiveness while

driving efficiencies to create value

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Aligned to the 5Es, we have defined a set of solutions and accelerators that can enable the entire spectrum ranging from work-from-home enablement to visibility through nerve center and employee wellness

• Digital workplace enablement for seamless connectivity to work applications

• Collaboration enablement between employees working from home and office

• Endpoint security

1. Digital Workplace at Home

2. Control and Governance

3. Employee Engagement

Digital workplace enablement

• Continuous employee engagement and mental health monitoring

• Virtual employee connects and one on one• Online training and skill enhancement

Digital nerve center

Case manager

Critical steps to enablement Genpact offerings

• Digitally enabled nerve center for visibility on SLAs, metrics, and productivity

• Network security and compliance monitoring • Work orchestration between physical and digital

workplaces

Cybersecurity and identity management

Amber Culture Tool

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How we are helping our clients in their own return to work

Blueprint, Control Tower, PMO

▪ Design and develop processes across return-to-work components

▪ Governance, Program Management, and Control Tower to manage execution

▪ PMO support

Reusable Checklistsand Frameworks

▪ Setting people, processes, and technology infrastructure up to operationalize return-to-work processes

▪ Change management and communications support

Digital and Analytics

Accelerators

▪ Data-based insights as a service to drive specific workforce or functional insights

▪ Digital workflow to support E2E processes

COVID TestingEnablement

▪ Ecosystem formation

▪ Clearinghouse of scientific and regulatory information

▪ Managed services for COVID testing demand planning and execution

Work-from-HomeEnablement

▪ Digital workplace enablement

▪ Hybrid helpdesk support

▪ Digital nerve center

▪ AI-enabled chatbot for employee sentiment analysis

In order to support our clients, we developed reusable accelerators, frameworks, and digital solutions that will help expedite design and execution of the end-to-end process. We also enabled governance and program management capabilities to support

execution of return-to-work programs on an ongoing basis.

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About Genpact

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details – all 90,000+ of us. From New York to New Delhi and more than 30 countries in between, we connect every dot, reimagine every process, and reinvent companies’ ways of working. We know that reimagining each step from start to finish creates better business outcomes. Whatever it is, we’ll be there with you –accelerating digital transformation to create bold, lasting results – because transformation happens here.

Reach out to us at lets.chat@genpact.com

For additional information visit, https://www.genpact.com/building-resilience

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