Skip to content Skip to footer

Loading Results

Workforce case study

Finding a balance in today's hybrid workplace

A photo of a hybrid-working meeting in a modern and bright office space.


Shaping the workforce of the future


At an Irish public sector body, we helped our client to design and implement a new, blended working model and future ways of working. By understanding the business and workforce needs, we were able to create a fit-for-purpose model and comprehensive implementation road map.


Client: Irish public sector body
Role: Hybrid-working advisory support
Industry: Public sector
Services: Workplace transformation
Country: Ireland


Client's challenge

This public sector client was looking to develop a new blended or hybrid working model and framework as they looked to adapt their ways of working for the new environment post COVID-19.

Due to the nature of the organisation, the client needed something that was based on robust analysis, reflected the perspectives of both staff and management; that was brought together in a way that would enable consistent decision-making, support engagement of the workforce and meet governmental and public sector guidelines.


Geometric image

“We adopted a data-driven approach from the outset, focusing on understanding the workforce and business needs before designing the future working model. This ensured we made informed decisions and created a fit-for-purpose framework and model that suited the organisation's needs.”

Louise Shannon Senior Manager



The team had to totally reimagine the possible in understanding the client's requirements: coming up with a solution and approach that was pragmatic, robust, would stand up to scrutiny and challenge, would comply with emerging governmental guidelines and that was ultimately implementable.

To do this we took a very data-driven approach, based on surveys, interviews and focus groups that we designed, facilitated and analysed. The crux of these data gathering exercises was to get a better understanding of management needs, business requirements and also employee preferences. Our approach needed to be comprehensive, robust and transparent.

Based on the output of this data gathering exercise, we developed a series of different personas and came up with effective decision making tools to enable management to categorise their people against the personas.

We helped the client then implement these solutions. They had a series of personas that had been mapped to every single role in the organisation which clearly called out the future ways of working, dependent on which persona the role was in.

To implement this, PwC supported the client by developing a series of communications and supporting material packs that enabled the organisation's HR department to engage with management and staff on the transition to the new working model.



The result of this solution was a brand new, bespoke series of personas that could be used to structure how the organisation will work in future. The collateral developed also meant that managers could continue to map new individuals or roles to personas. In that way, the output was a scalable, and future-proofed solution that will fundamentally change their ways of working for the future.

The roles in the organisation are now split into three-persona types. Each persona represents differing amounts of in office time requirements. The majority of staff have moved from five days a week on-site (pre pandemic), to an anticipated 1-2 days on-site per week (once safe to do so fully).

This has given employees greater work life balance and flexibility in how they structure their working day around their own lives.

This offering has helped the organisation to develop upon their Employer Value Proposition, as they can now access a much wider talent pool than they would have previously been able to attract. It also creates a more proactive and attractive employee experience.

Based on all the data collected, The client now has a clear understanding of the implications and solutions related to future ways of working, culture, policy and process, office, and technology support.

Employees have been thrilled with both the outcome of this project and also the process. Staff were engaged early on and consistently during this project, and so they always had the opportunity to help craft how their own future ways of working would look. The output has given staff more flexibility in their day to day ways of working.


Ger McDonough

Ger McDonough

Partner, PwC Ireland

Lousie Shannon

Louise Shannon

Senior Manager, PwC Ireland

Follow PwC Ireland