Australia's digital dilemmas in the transportation and logistics industry

From order to delivery, transportation and logistics (T&L) organisations must meet increasingly demanding timelines in the presence of rapid technological disruption. In addition to being on time, focusing on seamless communication — replacing bulky devices with streamlined wearables and handheld devices requiring bespoke applications — is essential.

SOTI’s new research, ‘The Road Ahead: Driving Digital Transformation in T&L’, is based on 1700 online interviews with T&L drivers in 10 different countries. The report reveals that while 98% of Australian T&L workers use mobile technology daily, they lose an average of 16 hours per employee per month due to mobile-device-related downtime. This inefficiency and limited visibility into device-related performance directly impact a company’s bottom line, employee morale and customer satisfaction.

Compared to SOTI’s T&L report from 2021, which highlighted downtime as a top concern for 78% of Australian T&L providers surveyed, the latest research shows a decrease of almost an hour of downtime per month per employee. The size of this decrease indicates that only a small amount of progress has been made over the last three years because tech is not integrated seamlessly.

Lost time and security woes: the real cost of tech issues

Tech issues, including network and connectivity problems, contribute to significant downtime and delivery delays. When something goes wrong, 32% report difficulty in identifying the issue and deciding on the next steps. Compounding this problem, 39% said drivers lack immediate access to IT support or training apps to resolve mobile device issues while on the road. These statistics highlight a critical gap in support that prolongs downtime and jeopardises timely deliveries and overall operational efficiency.

Device downtime causes stress for nearly half (41%) of workers and 34% said it has caused them to miss their target. Globally, technical issues contribute to missed targets for 32% of workers, loss of preferred routes for 21% and lost bonuses for 17%. Additionally, global results revealed that 29% of delivery drivers admit to speeding to compensate for delays, raising safety concerns.

The inability to troubleshoot issues, combined with a lack of real-time IT support, is intensifying employee stress. While 96% of respondents have tracking technology on their work devices, 58% desire more. Tracking technology is seen as a key opportunity for improvement, with 61% believing it ensures timely deliveries and keeps customers informed. Furthermore, 72% feel more secure knowing high-value goods are tracked, and 73% believe vehicle tracking increases driver safety.

Finally, despite around 69% of employees saying that they feel adequately trained on mobile data security, 53% fear for the safety of their customers’ data should their devices get lost or stolen. Additionally, 54% of employees are concerned about customer data falling into the wrong hands when mobile devices are shared.

“These statistics highlight the pressing need for advanced, remote support tools that can address device and connectivity issues proactively,” said Michael Dyson, VP for Sales, APAC at SOTI. “Implementing device analytics to monitor battery life, app functionality and network connectivity can help resolve problems before they escalate, minimising downtime and enhancing operational efficiency.

“Given the concerns about data security — despite adequate training — it’s clear that integrating secure user logins and robust data protection measures is crucial. These steps will not only ensure timely deliveries but also protect sensitive customer information, fostering greater trust and reliability in the Australian T&L sector.”

Image credit: iStock.com/Edwin Tan