Microsoft Dynamics 365 field service management tools allow employers to track mobile workers through smartphone apps.
According to a study by Cracked Labs – an Austrian non-profit research group – the software is part of a wider set of applications that oversees workers through algorithmic management.
The case study [case studies PDF] summarizes how employers in Europe are using software and smartphone apps to supervise technicians, home workers and cleaning staff. It is part of a larger ongoing project led by the team called “Surveillance and Digital Control at Work".
Smartphones allow employers to track what mobile workers are doing, when they're doing it, where they are, and to collect tons of other data. The result of this monitoring, the report argues, means reduced discretion, autonomy and a loss of workers' sense of purpose. It increases work stress, with little respect for workers' capabilities, differences in lifestyles and work practices.
"There are employees who travel to multiple locations every day," a Microsoft spokesperson told The Register. “Dynamics 365 Field Service and Copilot capabilities are designed to help workers plan, design and deliver services in the right location, at the right time with the right information and workplace guides on their device to get their jobs done. "
“Dynamics 365 Field Service does not use artificial intelligence to recommend individual workers for specific tasks based on past performance. Dynamics 365 Field Service was developed in accordance with our Responsible Artificial Intelligence principles and data privacy statement. Customers are solely responsible for their use of Dynamics 365 Field Service and compliance with all applicable laws, including laws related to access to analytics and tracking of individual employees.”
