That Last Mile is a Doozy

There is no shortage of promises for how Artificial Intelligence is going to transform work as we know it. From fully automating entire departments and replacing jobs to making businesses completely self-sustaining, AI is being lauded as the ultimate solution to every workplace inefficiency. We hear claims that it will predict every trend, handle complex decision-making better than any human, and even replace creative work entirely. But the real power of AI, at least for Administrative Assistants like myself, comes from allowing us to simplify tasks and enhance operations.

I recently experienced this firsthand when I found myself automating a tedious task for our internal quarterly newsletter. Our component-based tool lacked a crucial feature: tables. For ages, I'd been wasting time formatting screenshots of tables for the Upcoming Events section. Turning to Google's Gemini for help, I discovered a simple HTML solution that our tool supported. But the real magic happened when I asked Gemini to automate the process. The result? A Python script that could update the HTML table directly from an Excel sheet, saving a ton of copy and paste work.

It felt like a breakthrough, a solution that could be shared with other admins to use or to inspire similar innovations. However, as I began to consider how to share this solution, I ran into a major hurdle: most people in my company don't have access to the environments or permissions needed to actually implement AI-generated solutions. We're restricted from using software outside of what has been provided, and lack the administrative rights to install new tools or programming libraries.

This is what I've come to think of as the “last mile” problem in workplace automation. Having borrowed the term from the telecommunications industry, it describes the final leg of delivering a service to the end user, where all the complex infrastructure behind the scenes means little if you can't actually make the connection to the customer. In our case, it's the gap between having AI-assisted solutions and the ability to implement them—knowing what's possible but lacking the access or permissions to put those solutions into practice.

This last mile problem isn't just a minor inconvenience—it has far-reaching implications for businesses and their competitive edge. Larger corporations' cautious approach to technology adoption, while understandable, may inadvertently put them at a significant disadvantage. They not only miss out on employee-driven innovations, but also risk falling behind more agile competitors willing to give their staff the freedom to explore. If larger organizations don't address this last mile issue, they may find themselves outpaced in an increasingly AI-driven business landscape.

Like A Gown Made From Curtains

I’ve built a career as an Administrative Professional, a role that suits me perfectly. I love a well-organized, systematic environment where everything has its place and runs efficiently.

Admins like myself are in the enviable position of working with people across every level of the office hierarchy. We have unique insight into how departments are supposed to collaborate—and where the breakdowns can (and do) happen. We see the connective tissue of the organization that those locked into specific roles may overlook. Our bread and butter is not just solving today’s problems, but anticipating tomorrow’s, often before anyone else even realizes that they exist. We’re the ones who design systems and procedures that quietly keep the wheels turning, whether it’s smoothing out the chaos of back-to-back meetings or managing an endless flow of urgent communications. In a sense, we’re the office’s secret engineers, constructing the scaffolding that allows everyone else to focus on their own work. But it’s not just about the tasks—it’s about the people. Our systems aren’t just for efficiency; they’re built to support the lives of those we work for, ensuring they can focus on their priorities with confidence, knowing we’ve already handled the details.

One report from 2023 states that, in just the United States, there were over 2,030,000 people working as administrative assistants—that's a lot of dutiful productivity wizards propping up over 90 million white-collar professionals. This constant problem-solving positions us to see where AI and automation could make a real difference in our daily operations: imagine if even a fraction of these 2 million logistics magicians were empowered to create and share AI-powered solutions across their organizations.

While we admins are natural innovators, the tools we're given often hold us back rather than propel us forward. And we're not alone in this frustration: according to a recent survey, over 50 percent of employees are unhappy with the software they use, and 62 percent feel they aren't reaching their full potential because of it. This dissatisfaction isn't just grumbling; it has real consequences. Nearly a third of remote and hybrid workers admit to using unapproved apps in an effort to streamline their routines.

The complexity of modern work environments only amplifies this problem. The average employee now juggles 11 different applications just to get through their day. For admins, who often act as the hub of communication and organization for entire teams or departments, this number can be even higher.

These statistics highlight an urgent need for more customizable and efficient tools—something that AI could provide, especially for administrative professionals like myself. Despite our problem-solving prowess, we often find ourselves boxed in by bloated software systems that weren't designed with our specific needs in mind. Take Microsoft Office, for instance. While it's a staple in over 90 percent of Fortune 500 companies, it's a one-size-fits-all solution in a world where one size decidedly does not fit all; a cobbled-together collection of loosely-linked programs.

Administrators are expected to juggle tasks seamlessly across Microsoft Outlook, Teams, Planner, To Do and OneNote (and now there's Loop–what the heck am I supposed to do with this?) with each application adding clutter rather than simplifying our workflow. In smaller offices, there's often more flexibility to shop around for tools that fit specific needs and allow for customization. But in large corporations, we're stuck performing for executives using systems that were never designed for the work we actually do. The irony is palpable–we're professional organizers forced to use disorganized systems.

What’s more frustrating is that we can see the solution. With the availability of AI, we now have the potential to integrate third-party solutions into existing systems like Microsoft Office, making our workflows more seamless and efficient. We need tools that work together: advanced calendars that sync across teams, task management that integrates with notes and communication apps, and automated document version control that ensures accuracy without added confusion. Knowledge management systems are another critical need, with better tools that can organize and retrieve information efficiently, linked to our email and document creation software. The technology is there; what’s missing is the flexibility to bring these tools together in a way that truly supports our work.

This situation isn't just an inconvenience; it's a massive missed opportunity. By constraining admins to ill-fitting, off-the-shelf solutions, companies are effectively putting blinders on some of their most innovative productivity specialists. They're limiting not just our individual productivity, but our potential to drive efficiency throughout the organization.

Security Blanket / Blanket Security

I'm not naive to the threats that lurk just beyond the keyboard or the need to secure personal, company, and client information. But overly strict IT policies can create just as many vulnerabilities as they prevent. When every potential risk is treated as a reason to lock down systems, it often pushes employees to find their own, less secure workarounds. The reality is that we can't eliminate all risks, but we can create environments where employees have the flexibility to innovate safely. A more balanced approach can foster both security and the creative problem-solving that drives real progress.

Where There’s a Will There’s a Way

In a job long ago, I worked with a nice, buttoned-up individual, Will, who was smart to a fault (if such a thing can be true). Will liked to think of himself as a hacker, a revolutionary unfettered by rules handed down by “The Man.” He’d pull out his personal laptop from his backpack, betraying his regular white-collar worker persona, his fingers wildly tapping at the keyboard harder than necessary (in a bid to draw attention to himself, as if he wanted us to say, “That Will…dang he’s cool”), the back of the screen covered in stickers with sayings and logos that the rest of us mere rubes wouldn’t even pretend to recognize. Will was connecting to networks, downloading software, and transferring files all within company walls that forbade such behavior.

And Will is not an outlier.

According to Auvik’s 2024 IT trends report, these so-called “Shadow IT practices” remain a growing concern as employees knowingly put their companies at risk in the search for better solutions. The data paints a sobering picture: 38 percent of employees use unapproved personal devices for work, and 48 percent of IT professionals admit they lack visibility into how many cloud apps are in use. Even more concerning, 56 percent of employees bypass company restrictions to use collaboration tools that aren’t IT-approved.

People will always be, well, people. We often bend the rules when it suits us. The desire to customize our tools of choice and work the way we work will always tempt us, so why not encourage this behavior in a safe space? Blanket security policies without regard to the individuals who exist within them serve no one, and, it appears, can have the opposite effect of what they intend.

A Yard to Play In... With a Fence

I get it: companies can't just throw open the gates and let everyone run wild with AI and coding. That's a recipe for chaos, security breaches, and probably a mass exodus of IT staff faster than you can say "unlimited admin access." But here's the thing: there's a middle ground between Fort Knox and the Wild West of Tech.

What we need is a yard to play in—with a fence, of course. A space where admins and other employees can experiment, innovate, and actually implement solutions without compromising security or stability. This is nothing new or groundbreaking, but it does take some effort and, yes, a bit of that dreaded word: investment.

Here's what this "yard" might look like:

1. Sandbox Environments: Set up controlled spaces where employees can test new tools and scripts without risking the main systems.

2. Basic Coding Boot Camps: Not everyone needs to be a full-stack developer, but a little Python can go a long way. Offer basic coding classes tailored for admins. Trust me, once they’ve automated their first tedious task, they’ll be hooked.

3. Managed Services: There are plenty of low-code or no-code platforms out there that let you build custom tools without needing a computer science degree.

4. Trust (with Verification): Give employees the benefit of the doubt. This one's crucial. Most of us aren't trying to crash the system; we're just trying to make our jobs easier. Set up review procedures for new tools if necessary, but don't stifle creativity with red tape.

5. Solution Sharing Platforms: Create internal forums or wikis where employees can share their innovations. Not everyone will create programs, but those who do can help those who don't.

Most importantly, involve your admins in the process. We're not asking for handouts or for IT to do all the heavy lifting. We're a resource, not just recipients. Who better to organize and manage this innovation sandbox than the very people who keep offices running smoothly every day? We've got the motivation, now let us be part of the solution–after all, that's kind of our whole job description.

Power to the People

The last mile in workplace innovation isn’t just a technological hurdle—it’s a gap of trust and recognition. Administrative professionals like myself sit at the intersection of systems, processes, and the people who use them. Yet too often, we’re given tools that don’t fit the job or blocked from exploring solutions that could transform how we work in favor of just ‘getting it done.’

What’s missing is more than access to technology—we need the flexibility to use it creatively.

We’re not looking to become coders or to experiment without oversight. We want to build on our existing skills—solving problems, optimizing operations, and finding creative solutions to keep everything running smoothly. With the right tools and a bit of autonomy, we can turn our insights into practical improvements that benefit the entire organization.

The potential is huge: more efficiency, more innovation, and a more engaged workforce. Giving administrative professionals room to explore—through sandboxed environments, low-code tools, or simply the permission to try—can unlock solutions that drive meaningful change, including a positive impact on the bottom line.

The real opportunity lies in bridging that last mile with investment, empowerment, and technology. Trust in our ability to shape our roles and adapt tools to meet real needs, and in doing so, build more effective systems. The tools are here, the AI is ready, and so are we—now it’s time to let those who understand the challenges put these tools to use.