Australian frontline workers flag HR system frustration

Humanforce has released research showing a sharp gap between how Australian managers and frontline workers view workplace HR systems. The study found 66% of decision-makers are satisfied with their current HR tools, compared with 44% of frontline workers.

Conducted by Forrester Consulting, the research surveyed 342 business decision-makers and 328 frontline workers, alongside interviews with senior workforce and human capital management leaders.

The findings point to a divide between leadership perceptions and the day-to-day experience of staff who use HR systems during shifts rather than for occasional administrative tasks. Among frontline workers, 32% said they feel overburdened and 30% said they feel unsupported.

More than one in four frontline employees, or 28%, said traditional HR systems increase their likelihood of burnout. Dissatisfaction among frontline workers stood at 23%, more than double the 9% recorded among decision-makers.

The gap was most visible in routine processes used repeatedly throughout the day. Frontline staff identified onboarding as the most challenging process, cited by 32% of respondents, followed by clocking in and out at 22%.

Workers also highlighted design and usability issues. About 34% said self-service functions were limited, while 33% reported difficulty navigating systems, suggesting many struggle to complete simple tasks or find information without extra support.

Mobile access emerged as another weak point. One-third of respondents said they had limited mobile access to essential HR tools, despite the nature of many frontline roles.

The survey found 61% of frontline workers operate across multiple sites and 47% work outdoors. That suggests many existing systems are not well aligned with the environments in which frontline employees work.

Humanforce Chief Executive Officer Clayton Pyne said the issue reflects a mismatch between traditional HR software design and the needs of shift-based industries.

"HR technology should make work simpler, not harder," Pyne said.

"Frontline work such as healthcare, retail, hospitality, aged care and childcare is dynamic, mobile and compliance intensive. When systems are built for traditional desk-based environments rather than high-pressure, shift-based operations, gaps emerge between leadership expectations and employee experience. These gaps compound over time."

Workforce strain

The study comes as employers continue to deal with labour shortages, rising staff expectations and more complex compliance demands. In that context, the report suggests HR systems are increasingly judged not only on administrative efficiency, but also on whether they support productivity, trust and retention.

The results suggest workplace technology has become part of the employee experience rather than a back-office function. The research also found 36% of frontline workers see an empathetic and positive culture as the most important driver of engagement.

That suggests workplace culture is shaped not just by management communication or formal policies, but also by the systems workers rely on for help, clarity and support. The report argues that when those systems create friction, organisations risk undermining engagement even if senior leaders believe existing tools are working.

Pyne said employers could no longer treat HR platforms as secondary internal systems.

"With workforce shortages continuing, expectations rising and compliance obligations intensifying, HR systems can no longer operate as back-office utilities," he said.

"Organisations cannot afford to ignore the productivity and engagement impact of ineffective HR technology, which puts retention, performance and workplace culture at risk."

Frontline focus

The sectors highlighted in the research include healthcare, retail, hospitality, aged care and childcare, where work is often mobile, time-sensitive and spread across multiple locations. In those settings, routine interactions with HR systems can include receiving rosters, bidding for shifts, clocking on, managing breaks, accessing payslips and completing training.

The report suggests these touchpoints are central to how frontline workers judge employer support. When they are difficult to use or hard to access, they can affect both day-to-day routines and staff sentiment.

Humanforce argues that organisations are looking for more connected systems spanning recruitment, HR, workforce management, benefits and payroll. Employers also want greater visibility and automation across the employee lifecycle, especially where retention is under pressure.

Pyne said that shift is a competitive issue for employers trying to attract and keep staff.

"Modern, intelligence-powered platforms designed specifically for frontline environments are becoming a strategic advantage," he said.

"They strengthen compliance, improve productivity and build trust across the organisation by removing everyday friction."

He added that the quality of workplace systems now shapes how workers judge employers in a tight labour market.

"In today's competitive labour market, employers of choice are defined by the systems they invest in," Pyne said.

"Secure, mobile-first and employee-centric HR technology is essential to support frontline teams, unlock productivity and build lasting retention."