The Jakarta Post
The COVID-19 pandemic is changing the way people work. With social restrictions in place to prevent the virus from easily spreading, many businesses have applied work-from-home policies for their workers.
This new way of working has created challenges for companies, and workers, in regard to adequate home office appliances and maintaining cybersecurity. Data from the National Cyber and Encryption Agency (BSSN) showed that Indonesia recorded more than 88 million cyberattacks during the first four months of the year, with March seeing the highest average of daily attacks.
The Jakarta Post’s Eisya A. Eloksari interviewed HP Indonesia president director Fiona Lee on July 6 to learn more about how people can leverage technology for a better work-from-home experience with enhanced cyber safety measures, while also discussing how HP Indonesia is dealing with the current pandemic.
Question: Has HP Indonesia seen any observable changes in market trends during the COVID-19 period in Indonesia and the Southeast Asia region?
Answer: We recognize the current pandemic and the upward trend in working from home have created an increased need for technology, especially in Indonesia – a key growth market for HP Inc. We are seeing higher demand for technology and services that enable customers to work and learn better from home such as noise cancellation on our laptop speakers or privacy and security features.
Our home printer portfolio and original ink and toner supplies have seen improving demand as people work in their homes and kids take on learning and creative projects at home. Consumers are also still purchasing laptops during this time.
Our study on small businesses in Southeast Asia showed that 70 percent of small and medium enterprises (SMEs) in Indonesia are still dependent on their printers to cater to their business needs. Even though businesses’ advertising budgets have gone down, we still find banners and posters at stations.
How has the COVID-19 pandemic affected HP Indonesia’s business?
As a business, our teams at HP will continue to work from home as we prioritize employee health and safety. We took swift action to ensure compliance with guidance for operations, which include the deployment of business continuity plans across all functions, enhanced safety and health protocols as well as strict access and physical-distancing procedures.
We have moved quickly to address these changes by making a proactive shift by, for example, enabling our retailers to grow their online business across the archipelago for HP PC and print devices. This was to ensure our customers have access to our products no matter where they are in Indonesia.
We have also ramped up our customer support with 24/7 virtual agents, contact center access via phone and WhatsApp, and self-service features. HP Inc. also provides pick up, repair and return services for cities where our service centers are not available.
Can you share with us HP’s initiatives for its customers to enjoy a safe and productive workspace at home?
Security threats evolve and disrupt business every day especially with the recent surge in remote working. We found that over 80 percent of home office routers are vulnerable to potential cyberattacks. Emails also pose a significant risk to organizations with over 90 percent of PC infections originating from attachments and 96 percent of security breaches are not discovered until months later.
HP Inc. recently announced its newest security solutions to help protect businesses and their remote workforces. One of our products is HP Sure Click Pro, which allows users to contain potentially harmful documents and destroy malware. We are making it free for download on HP and non-HP devices through September 30 given the unique circumstances companies are experiencing right now.
What will become the new normal for how people work after the pandemic?
The Jakarta government has said more than 1,500 companies, with more than half a million employees, have shifted to work remotely. As a result, companies are now being challenged to maintain productivity and security while being nimble enough to continue adjusting to a new micro-mobile workplace that is more dynamic than ever before.
The “new normal” is not necessarily a business world without working in an office, it is a world where we focus on work instead of the office. Going back to the office after this situation will be followed by changes on how people interact and work, and companies need to equip their employees with reliable tools.
In this unique work environment, technology will continue to play a major role in Indonesia’s response to the new normal as it supports the business continuity, delivery of public and social services and education, all while keeping communities and families connected, even though they are far apart.
And finally, how have you as an executive responded to the COVID-19 pandemic and guided your team during this unprecedented event?
I see leadership as a team effort and not the result of one individual. At HP Indonesia, it is all about our HP family coming together to build our business, understanding our customers’ needs and challenges ahead. Together, we embrace changes with resilience and grit.
During this time, leaders should also be proactive in ensuring that employees are well equipped to be productive such as advising them to set working hours at home, set breaks to also allow them some down time and setting clear expectations for your team.
Editor's note: The article has been updated to include a correction on HP Indonesia company name.