TeamViewer empowers public sector organisations to ‘shift left’ with TeamViewer ONE

Public sector organisations around the world face challenges keeping employees secure, productive and satisfied. However, moving from disconnected systems and reactive support to a proactive, integrated model can accelerate incident resolution, improve productivity, and reduces the digital friction caused by technology dysfunction.

According to digital workplace platform provider TeamViewer, digital friction is a major headache across private and public sector organisations alike. The vendor’s global survey of 4,200 managers and employees found employees lose an average of 1.3 workdays per month to digital friction, while 42% of respondents reported direct revenue loss and 37% acknowledged losing customers to the issue.   

Technology dysfunction also contributed to the perpetuation of Shadow IT, with 40% of employees admitting to using personal devices or applications to work around the problem.

Governments and public sector organisations recognise the problem and in 2024, Australian public sector staff flagged the need for better IT tools and modern, integrated systems to do their jobs effectively.

To help organisations overcome technology dysfunction and transition to proactive support, TeamViewer provides an autonomous endpoint management (AEM) solution. By employing automation and AI to manage, secure and maintain all devices on a network, AEM helps organisations reduce the workload of their IT and security teams.  

Bundling remote support with endpoint management and DEX tools

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 well equipped to support public sector organisations on their DEX journey, being recognised as a Leader in the 2026 Gartner® Magic Quadrant™ for Digital Employee Experience Management Tools for the third consecutive year. 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.

“By prioritising visibility, enabling remediation, leveraging automation and continuously validating impact, government organisations can create frictionless, resilient systems that support both staff wellbeing and service excellence,” TeamViewer says in its report: Reclaiming Productivity: Why Internal Digital Experience is Government’s Hidden Enabler.

Helping public sector organisations adopt ‘shift left’ service strategies

Failing to eliminate digital friction carries significant consequences for public sector organisations.

If technology roadblocks are not removed, employees (and their employers) can suffer from a range of productivity and engagement-eroding conditions. These include an inability to stay in the ‘flow state’ that delivers effective work, increased turnover as frustrated employees seek greener pastures and rising incidences of fatigue and burnout.           

With TeamViewer ONE, public sector organisations can ‘move faster than friction’ by ensuring a seamless, proactive support experience, says Williams. They 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 the faster detection and identification of anomalies and root causes. Critical processes including patching, updates and configuration management can be automated across digital environments, and devices kept compliant and audit ready. 

Organisations can also scan continuously for vulnerabilities, misconfigurations and outdated software, reducing their exposure to cyber threats, strengthening their security posture and enabling them to enforce encryption standards.

A critical ‘shift left’ capability of TeamViewer ONE is the ability to combine endpoint telemetry with employee sentiment insights, enabling organisations to identify points of friction, resolve recurring problems and improve workplace satisfaction.

Driving new capabilities with AI

TeamViewer has embraced AI as driving new capabilities to 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.

“Second, Tia captures everything undertaken during a remote session, such as changes made to service states to troubleshoot an issue,” adds Williams. “That information 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.

Proven to drive improvements

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.

“TeamViewer ONE is proven to deliver secure, compliant and scalable digital experience improvements across government, with real-world examples including cutting redundant software to resolving drift within weeks,” concludes Williams.

Discover ONE.