Public sector organisations worldwide face challenges in keeping employees secure, productive, and satisfied, largely due to disconnected systems and reactive support models. However, by transitioning to a proactive, integrated approach, these organisations can accelerate incident resolution, improve productivity, and reduce digital friction caused by technology dysfunction.
According to TeamViewer, a digital workplace platform provider, digital friction is a significant issue affecting both private and public sector organisations. A global survey of 4,200 managers and employees found that employees lose an average of 1.3 workdays per month due to digital friction, with 42% of respondents reporting direct revenue loss and 37% acknowledging losing customers to the issue.
Technology dysfunction contributes to the perpetuation of Shadow IT, with 40% of employees admitting to using personal devices or applications to work around the problem. This highlights the need for better IT tools and modern, integrated systems to support public sector staff in their jobs.
In 2024, Australian public sector staff flagged the need for improved IT tools and modern, integrated systems to perform their jobs effectively. To address this, TeamViewer provides an autonomous endpoint management (AEM) solution that employs automation and AI to manage, secure, and maintain all devices on a network.
TeamViewer’s Solution
TeamViewer delivers AEM through TeamViewer ONE, a unified platform that combines remote support with endpoint management and digital employee experience (DEX) tools. “With TeamViewer ONE, we’re delivering a solution that enables customers to ‘fix it before they feel it’–detect issues before they cause disruption, automate remediation and continuously improve the digital employee experience,” says Dale Williams, Solutions Engineering Team Lead at TeamViewer.
TeamViewer is recognised as a Leader in the 2026 Gartner Magic Quadrant for Digital Employee Experience Management Tools for the third consecutive year, making it well-equipped to support public sector organisations on their DEX journey. The provider urges the public sector to boost the internal experience of its workforce with a digital environment that enables high performance, adaptability, and confident service delivery.
Adopting ‘Shift Left’ Service Strategies
With TeamViewer ONE, public sector organisations can adopt a ‘shift left’ service strategy that moves issue detection, diagnosis, and resolution closer to the end-user, reducing reliance on higher-tier support and accelerating time to fix. The platform delivers real-time visibility into endpoints and applications, enabling faster detection and identification of anomalies and root causes.
Organisations can automate critical processes, including patching, updates, and configuration management, and keep devices compliant and audit-ready. They can also scan continuously for vulnerabilities, misconfigurations, and outdated software, reducing exposure to cyber threats and strengthening their security posture.
Driving New Capabilities with AI
TeamViewer has incorporated AI to drive new capabilities in the platform. “Our customers employ AI within TeamViewer ONE for two primary purposes,” says Williams. “Within a TeamViewer remote session on an endpoint device, they can access the TeamViewer Intelligence Agent (TIA), which has the full device context, including CPU and memory, and access to Microsoft and TeamViewer knowledge bases.
A team member can query the agent as a chatbot to perform tasks such as responding to error messages with potential resolutions, accelerating time to resolve, and helping upskill level one and two service engineers to solve more complex problems. The TIA also captures everything undertaken during a remote session, such as changes made to service states to troubleshoot an issue, which can then be used to automate processes and be written into an IT Service Management tool to eliminate the time-consuming process of creating ticket notes.
Through the TeamViewer platform, remote sessions no longer run under a one-off, reactive model–the information captured in each session is used to capture and operationalise lessons for use in forthcoming interactions. TeamViewer’s capabilities have already delivered high-quality results for public sector organisations. A large United States agency has used the platform to consolidate 20 data sources into a ‘single pane of glass’ view of its environment, track license metrics, defend against software audits and automatically uninstall software based on usage or licensing policies.
