This article was first published in the Association of Canadian Pension Management 2021 Issue 1 Newsletter.

2020 is being called the 'remote work year’ due to the COVID-19 pandemic. But recent surveys from PwC and Gartner show that many companies across multiple industries will move more of their employees to a remote environment over time.

As we plan for the new normal, it’s time for Medicaid plans to evaluate the change in member expectations and behavior. People are now performing jobs successfully at home in record number, and a recent Gartner poll shows that 48% of employees will continue to work remotely in the future. In short, remote work and service are trends set to control the remainder of 2020 and 2021.