Analysis Document

Task 9 Agency Status and Plans

February 15, 2006

Table Of Contents
 Introduction  Methodology  Status of Telework  Plans for Expanding Telework Infrastructure  Findings & Conclusions


This report documents the history and trajectory of telework and examines plans for expanding telework infrastructure
 This Agency Status and Plans Report is the third of a series of reports from the Telework Technology Cost Study  The overall study has three primary objectives
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Describe the current telework technology environment Estimate the costs of expanding telework supporting technologies, so the infrastructure can support 25% to 50% of the federal workforce teleworking Provide recommendations on how best to expand the telework supporting infrastructure

 This report on Agency Status and Plans describes the history of telework across 16 federal organizations, including some of their components, and examines plans for enhancing the technologies supporting telework  The information in this report will contribute to an overall understanding of the extent to which Federal organizations have the necessary telework technology in place, and the technical enhancements needed to support increasing numbers of teleworkers


and Managers of Teleworkers (respectively)  Ten Departments participated in the study: – – – – – Department of Agriculture Department of Commerce Department of Education Department of Health and Human Services Department of Housing and Urban Development − Department of Interior − Department of Justice − Department of Transportation − Department of the Treasury − Department of Veterans Affairs  Five Independent Agencies and one Departmental Component also participated in the study: – – – Equal Employment Opportunity Commission General Services Administration National Aeronautics and Space Administration − National Science Foundation − Securities And Exchange Commission − U. Telework Program Coordinators.Information was collected from several sources within sixteen organizations that were chosen to be representative of the entire Federal Government  The Booz Allen team conducted interviews. focus groups. Coast Guard * Not all organizations participated in the interviews. and survey 4 . focus groups. and surveys of Chief Information Officer staff. S. Teleworkers.

standard set of equipment and services  This report will describe ten ways to help agencies enhance their telework technology infrastructure and close the gaps between their existing status and full telework readiness 5 . a well-developed IT infrastructure in place. quality. there are opportunities to enhance the program’s breadth. rather than considering telework in broader strategic IT planning Isolated agency components have more structured programs.This evaluation of agency status and plans found that more proactive planning is needed to achieve true telework readiness  Few agencies are taking a proactive stance in planning the growth of their telework programs – Organizations currently rely on their evolving IT infrastructures to support telework needs on an ad-hoc basis. often due to management support. and an existing culture that is supportive of telework –  While most agencies have the basic technology to support telework. and strategic alignment with the organization – – – Need to incorporate telework into agency-wide planning Need to enhance telework program management Need to ensure teleworkers have a basic.

Table Of Contents  Introduction  Methodology  Status of Telework  Plans for Expanding Telework Infrastructure  Findings & Conclusions 6 .

technology issues. and performance • Conducted interviews • Conducted focus with CIOs and other groups with IT staff members in Telework Program 20 organizations Coordinators and (headquarters offices other telework and/or components management staff in of 15 out of the 16 15 out of the 16 agencies agencies participating in the participating in the study) study • Collected information about telework program history and current state. usage.Information from three data sources was combined to gain a thorough understanding of agency plans to enhance the telework infrastructure Data Sources Surveys of Teleworkers and Managers of Teleworkers Focus Groups with Agency Telework Coordinators Interviews with Agency CIO Staff Analysis & Agency Plans for Results Telework Technology Enhancement • Administered surveys to teleworkers and managers of teleworkers in 14 out of the 16 agencies participating in the study • Received valid responses from 6. and plans for expansion • Collected information about the current status of the telework infrastructure and plans for enhancement • Integrated agency information from the three data sources to determine actual plans in place • Incorporated Booz Allen understanding of current infrastructure and logical plans for expansion that could be implemented • Compiled a list of optional plans that represent potential improvements and include actual agency information 7 .540 managers of teleworkers • Collected information about telework technology availability. policy issues.784 teleworkers and 1.

focus groups. or the relevance and impact of the plans currently presented may change  This report briefly presents the status of telework. listed at the right The four categories are designated in the report by using the color coding. new plans may become possible. also presented at the right – 8 .Agency information and industry knowledge were used to develop the optional plans for telework technology enhancement  The Booz Allen team followed a structured process to develop the plans – Reviewed information about current plans agencies are considering – this information is derived from interviews. as technology evolves. and then describes optional plans for enhancing telework infrastructure – Program Management Home Office Services Enterprise Factors of telework status and the optional enhancement plans are organized into four categories. and surveys conducted for the study Considered the current status of the agency infrastructures (detailed in the Task 3 report on Agency Telework Ready Status) Developed a list of additional plans that could potentially be implemented as logical next steps for enhancements Added detail to the plans using actual agency information and Booz Allen’s understanding of telework technology – – –  An inherent limitation of this study is that.

Table Of Contents  Introduction  Methodology  Status of Telework  Plans for Expanding Telework Infrastructure  Findings & Conclusions 9 .

telework participation has gradually increased in most agencies  Participation numbers have gradually increased in most agencies . and training have contributed to this growth – According to the Office of Personnel Management’s The Status of Telework in the Federal Government 2005. active marketing efforts.formalizing policy. there is confusion related to which employees can and should be eligible to telework In many organizations there is a culture of resistance to telework  Union support and negotiated bargaining agreements have helped push the growth of telework in some agencies – Specific telework-related issues agreed upon in union negotiations have often been included in organizations’ formalized telework policies Unions often advocated to have telework eligibility expanded to provide the opportunity for more employees Some union negotiations have focused on ensuring equity related to employees using their own equipment versus the agency purchasing equipment for teleworkers – – 10 . telework participation increased by 14% in 2003 and 19% in 2004  The growth of telework has been relatively slow due to a variety of factors – – – Some telework programs have a narrow focus and have not been widely promoted or communicated Often.Overall.

Overall. other organizations are also taking notice of the telework requirements and potential repercussions of failing to meet them  Recent initiatives related to ensuring Continuity of Operations (COOP) have encouraged and benefited telework situations – Facing the need to ensure COOP has forced agencies to become more thoughtful and strategic in their planning for extreme situations. as well as management support. telework participation has gradually increased in most agencies (cont’d)  Congressional and legislative attention have led to more organizational support for telework programs and an increase in participation numbers – Recognizing the potential for the expansion of this legislation. indicating the importance of the IT infrastructure for the growth of telework 11 . thereby raising awareness of telework Many COOP plans allow for employees to work from remote locations and therefore the IT infrastructure is already in place to support telework situations –  One agency with a dramatic increase in participation notes that they already had the technology in place to support the telework program.

most agencies do not provide new.. not all applications and administrative processes are accessible remotely Migration to broadband has financial benefits for the enterprise – The increasing use of homebased broadband services has reduced enterprise costs for agencies -Lower costs for the maintenance of dial-up facilities due to fewer dial-up users (e. however. most of the basic equipment. and enterprise technology are in place to support telework. and other equipment) -Lower costs to expand Internet capacity for broadband users than for dial-up users 12 . lease of channelized T1s. most agencies have the IT infrastructure needed to support a telework program  As detailed in the Task 3 report on Telework Readiness. however. standard equipment for telework Basic services are available – Most agencies provide help desk support for teleworkers and sometimes provide mobile communications devices and other telecommunications services. maintenance of modem nests and channel banks. they usually do not pay for broadband data communications services at the teleworker home office Remote access to basic information is available – Teleworkers are often able to take advantage of the existing enterprise infrastructure to securely access an organization’s applications. services.g.Currently. though there are many opportunities for improvement Home Office Services Enterprise Basic computer equipment is available – The majority of agencies either provide equipment for telework replaced by a computer refresh or allow employees to use their own equipment when teleworking. however.

Table Of Contents  Introduction  Methodology  Status of Telework  Plans for Expanding Telework Infrastructure  Findings & Conclusions 13 .

improving access to information. standardizing teleworker equipment) These plans are a logical next step for many agencies looking to enhance their current level of telework technology –  Findings show that no federal departments have developed plans specifically to expand their telework infrastructure – Some government organizations do have general ideas for enhancements that could benefit their telework programs..This report presents optional plans that agencies could implement to enhance their telework technology infrastructure  The optional plans presented in this report are derived from actual agency plans. as well as our understanding of possible technical enhancements to existing agency infrastructures – These plans have the potential to benefit telework (e.g. but details of these plans tend to be vague Information about these organization plans will be presented as appropriate in the descriptions of optional plans – 14 .

the cards can also be used to provide additional IT security Possible Benefits to Telework The Common Access Cards could provide an additional factor of authentication in the home office. and cellular technologies such as Gives teleworkers the option to work from a wider 3G Evolution Data Optimized (EV-DO) and High. also includes enhanced collaboration tools to improve teamwork Offers new telecommunications services and prices that could be attractive for telework WiFi.. particularly in a few years when they are more widely adopted Technology Trend Implementation of Homeland Security Presidential Directive (HSPD-12) Description A standard form of identification (Common Access Card) will be used across the federal government. mobility.g.Some technology trends may provide indirect benefits to telework. simplifying the administration of security. such as security. and be networked on the Internet better protocol efficiency Migration to Microsoft The revised version of Outlook 2003 and Outlook 2003 and Microsoft Exchange 2003 have provided Microsoft Exchange 2003 significant remote use performance enhancements and collaboration tools Establishment of the GSA The GSA Networx contract is scheduled to be Networx Contract awarded in Spring 2007 Use of Wireless Networking Performance enhancements over wide area networks. particularly dial-up.variety of locations. including locations that have Speed Downlink Packet Access (HSDPA) provide not been well served by other broadband a variety of wireless options for data technologies communications The remainder of this section describes ten optional plans that can produce more direct and timely benefits to telework 15 . via a card reader attached to the computer) Migration to Internet Next generation of Internet Protocol. increasing security and confidence that data is protected in the home office (e. which is the Some inherent features of IPv6 will indirectly Protocol Version 6 (IPv6) technical infrastructure that allows computers to benefit telework. WiMax. make it much easier to use remotely.

and Enterprise Program Manageme nt Home Office Services Enterprise Telework pilots with a subset of the agency population Budget allocation process to proactively plan for and acquire telework technology Agency purchase of laptops in computer refresh cycles Agency purchase of peripheral equipment for teleworkers Enhanced tools for remote collaboration and communication Agency financial support for broadband Internet connection Enhanced technical training for telework stakeholders Technical support specific to telework Greater remote access to agency applications and information Integration of security solutions into enterprise access applications 16 . Home Office. Services.Optional plans to enhance telework fall into four categories: Program Management.

one of participant groups the program about enterprise investments the pilots is focused on security  A pilot evaluation would help  Managerial support of pilot. or group of employees. to ensure all  At the conclusion of the stakeholders’ input is pilot. focusing on issues such as program management. procedures. expand. efficiencies. a determination would received be made to continue. and details associated with implementation.  Agency would develop inform agency decision be developed to ensure fair may be lacking makers about telework. and technical details Description Benefits to Telework Risks Mitigation Strategies  Agency would select group  A pilot program would enable  Strategic financial and IT  Agency could plan for the to participate in telework an agency to evaluate planning for the pilot program telework pilot costs in the pilot program effectiveness and may need more coordination upcoming enterprise budget. refine details of telework understanding that a pilot – Four organizations in the program/technology issues  Union negotiations may be evaluation will ultimately lead study are conducting required to select pilot prior to widespread rollout of to cost effective decisions telework pilots. policy/procedures and equitable selection of helping them target efforts associated with telework participants. allowing them to test and refine policies. 17 . or stop the program Overall Plan Summary: This plan may work for many agencies.Telework pilots help agency’s develop an effective telework program before implementing it agency wide Telework pilot – An agency would test a telework program with a specific office.  A structured approach could and teleworking in general. way including feedback mechanisms. evaluating  A communication strategy specified criteria along the could be implemented. organization. The challenge lies within the decision regarding participation in the pilot. and open and financial investments to pilot communication with aspects of the program that employees and union  Agency would run pilot are most critical to overall representatives program for specified success amount of time.

Making telework part of the organization’s budget would ensure more stable funding of the program Budget Allocation Process – Agency would dedicate a budget line item that could be devoted to teleworkrelated costs Description Benefits to Telework Risks Mitigation Strategies  Agency would dedicate a  Allocating funds solely  Funding may not be available  Overhead costs that will be budget line item that could devoted to telework-related to devote to telework-related saved by telework could be cover telework-related costs costs would facilitate a costs directly applied to telework (e.. to pay for equipment standardization of  Budget priorities must be  A phased approach to and services at teleworkers’ teleworking financial chosen carefully to ensure allocating funds may make remote locations) policies/procedures across telework and other agency the process more – 2 agencies participating an agency programs are adequately manageable in this study currently  Providing financial support supported have IT investment  Integration of telework costs for telework would programs in place in into overall budget planning institutionalize the program. order to explicitly would highlight the providing an agency greater support telework importance of funding control telework programs Overall Plan Summary: Dedicating a budget line item to telework would elevate the importance and support of telework 18 .g.

accessing confidential data  Agency provision of laptops VPN) and training on the will help make the telework proper handling of laptop program more equitable. and risk of  Enhanced security work on local disk drives non-approved people procedures (e. passwords. and will use the laptops in the office and when teleworking Benefits to Telework  A larger number of employees will have basic equipment needed to telework Risks Mitigation Strategies  Although costs of desktop and  A phased approach/rollout laptop computers are now may make the process more comparable. of the concerns associated with telework 19 .Making the purchase of laptops part of the standard computer refresh would put in place a systematic way to expand the telework program Purchase of laptop computers in computer refresh cycles – During regularly scheduled equipment refresh cycles agencies could replace a certain percentage of employee desktop computers with laptops Description  Agency will purchase a specified amount of laptops to replace desktops during refresh cycles – There is a large variation among agency provision of laptops for telework – Some agency components provide laptops for teleworkers. detailed telework program  Affected employees will be given the option to receive a new laptop instead of a desktop (as available).g. additional manageable acquisition planning would be necessary to determine how  Incorporating telework costs  Teleworkers will have the into overall enterprise many laptops to purchase and benefit of current.  One-computer environment issues associated with using can address the general ensures that teleworkers laptops.. although not all. and data would provide safer eligibility will no longer be handling of information and linked to staff’s ability to equipment by employees supply equipment Overall Plan Summary: The provision of laptops to employees is a practical answer to many. including the risk of opposition to telework have access to their current losing a laptop. as well as visible  There are inherent security top management support. functional budgeting may make laptop who will receive them equipment purchases easier/more  Some teleworkers dislike the affordable  Standardizing equipment for prospect of transporting the  Targeted communications on more potential teleworkers laptop to and from their will reduce costs and enable telework mandates and telework location better technical support successes. primarily organizations with a more mature.

g.budgeting may make teleworker (e. indicated that peripheral provide basic those who telework most equipment in the home peripherals. office related costs peripheral equipment scanner. copiers. fax machine) purchases easier and  Provision of peripheral  Need for equipment allocation perhaps more affordable due – In most agencies.agencies open-ended question in – Two agencies with more could prioritize who would the Teleworker Survey detailed telework plans receive equipment first (e. print. equipment would enable and tracking process. and facsimile machines Agency Purchase Of Peripheral Equipment – Agencies would purchase peripheral office equipment that would support the teleworker’s home office Description Benefits to Telework Risks Mitigation Strategies  An agency would purchase  Teleworkers would be able to  Due to a lack of budget  Incorporating telework costs the peripheral equipment perform more of their daily planning. but housed reduce costs and enable better technical support at the employee’s telework location Overall Plan Summary: The provision of peripheral equipment to employees would enable teleworkers to have a home office that is more similar to the office location. fax)  Standardizing equipment for  This equipment would be a growing number of potential teleworkers will paid for and maintained by the government..g.g. thus making the overall environment more conducive to accomplishing work tasks. 20 . funding may not be into overall enterprise that would support a functions away from the available to devote to telework. as well to economies of scale provision of peripherals employees to accomplish as increased program is on a case-by-case  A phased approach/rollout management basis determined by the more work tasks may make the process more supervisor – 24% of respondents to an manageable .. scan. copy.. printer. such as a frequently) would enable them to printer or multi-function telework successfully device (e.The more staff work in their home office the more this office needs to be similar to their formal office including the need for peripherals such as printers.

regardless of software to accommodate such may be available because of communication (e.Modern collaboration tools accelerate communications within the organization and provide improved team communications regardless of team members location Enhanced Tools For Collaboration – Agencies would utilize available tools to collaborate and communicate with employees. shift organizational/cultural beliefs Overall Plan Summary: Enhancing remote collaboration and communication would enable employees to function outside the office as well as inside the office. utilized by the entire ensure understanding of how and an additional  A culture shift may be required to best utilize collaboration/ organization organization is in many organizations to communication tools reviewing options for  Many collaboration and incorporate use of these tools using them  Change management communication tools may into regular office activities already be available within (e. 21 . meetings) and to techniques.g..g. their location tools collaboration’s direct benefit NetMeeting) to mission support  Many collaboration tools are  Employees may need training – Six organizations are  Training could be provided to available as part of software on making effective use of currently using one or packages that could be tools employees and managers to more of these tools. could be utilized to use of these tools. regardless of their location Description Benefits to Telework Risks Mitigation Strategies  Agencies would identify  Employees would be better  There may be costs associated  Due to the benefit to the tools dedicated to able to communicate with with purchasing/upgrading entire organization. and allow teleworkers to make friendly policies training.solicitation of feedback. VoIP. Training and communication around new tools would be required. funding collaboration and each other. such as  Agencies would provide an organization due to the recognize the need for increased communication.. guidance and/or funding to presence of mobile workers managers to practice telework.

. broadband Internet connection to employees would allow employees to perform work tasks closer to the way they would be performed in the office. Cable  Due to a lack of budget  Incorporating telework costs financial support for modem or DSL) provides a planning. faster Internet available to devote to telework. those who accomplished through available telework most frequently) reimbursement to  Employees would be better employees or through positioned to share files.g.Because of the size of files shared within the organization support for broadband communications for teleworkers is important Agency financial support for broadband Internet connection – Agencies would provide partial or complete funding for broadband Internet connection that would support the teleworker’s home office Description Benefits to Telework Risks Mitigation Strategies  Agency would provide  Broadband (e. reliable network inequitable situation manageable teleworkers’ Internet connection” is connections necessary. but only  Agencies could prioritize who 69.g. agreements with providers access agency systems.budgeting may make this connection connection than dial-up related costs process easier/more affordable – At least one component – According to the  Broadband Internet connection of an agency in the Teleworker Survey data. and to allow teleworkers collaborate with co-workers discounted rates in a timely manner Overall Plan Summary: Reimbursing for. 22 . funding may not be into overall enterprise broadband Internet more reliable.4% indicated that would receive broadband  This support could be such a connection is support first (e. thus causing an may make the process more reimbursement for a “Fast.. may not be available in all  A phased approach/rollout study provides 86% of teleworkers say areas. or providing.

this training is not focused on the special needs of teleworkers Enhanced technical telework training – Training designed specifically to cover the technical issues related to telework. the technical needs implementing telework training content and deliver technical support for of teleworkers tend to given a training. Description Benefits to Telework Risks Mitigation Strategies  Agency would identify  A common understanding of  Agency would need to invest  Training efficiencies may be primary technical aspects of telework tools and time and financial resources realized if some existing IT telework and determine procedures could enhance for training development training content can be used topics appropriate for enterprise efforts to for telework training (e. use of telework services. such as installation. data coordinate training delivery populations protect agency information security) would be necessary  Agency would develop  Better trained staff to provide  A phased approach to  In general.. and technology training teleworkers surveyed remote access indicated that they have not received any telework technology training Overall Plan Assessment: This plan may work for many agencies. training and target standardize procedures and  Ongoing efforts to manage and remote access. and remote connection to the agency. use and maintenance of telework equipment. 23 . security. security of equipment and information. including refresher teleworkers could minimize technology training could low priority training as appropriate work time lost due to make the costs more technical problems manageable – Help Desk Training might cover critical  Enhanced proficiency in use  Integration of telework issues for supporting of technologies could enable technology considerations teleworkers teleworkers to perform more into overall enterprise – Teleworker Training of their job tasks remotely planning would highlight the might cover equipment. given the option to start small and build the telework technology training offerings over time.While teleworkers receive technical training. importance of telework – Over one-third of services. combined with the fact that increased user competence benefits the agency.g.

agencies have not related to remote access planning would highlight the knowledge of telework been proactive or given a high importance of technical  Improved technical support issues varies by agency priority to specifically support for telework for teleworkers could addressing the technical needs minimize work time lost due of teleworkers to technical problems – Almost 20% of teleworkers surveyed indicate that available technical support provides limited or no assistance for telework Overall Plan Assessment: As other aspects of telework architecture and home office equipment are enhanced. providing telework issues will help build are able to solve teleworkers’  Integration of telework training as needed technical support staff technical problems technology considerations proficiency in other issues into overall enterprise  Technical staff’s specific  In general.To keep teleworkers productive.g. improving the skills of technical support staff will be a logical and necessary next step.. 24 . help desk) to help solve technical problems experienced by teleworkers Description  Agency would identify primary technical support needs of teleworkers Benefits to Telework Risks Mitigation Strategies  More targeted identification  Agency would need to invest  A phased approach to and training on telework time and financial resources to implementing telework issues will improve technical improve technical support for technology training could support personnel teleworkers make the costs more  Agency would ensure that proficiency at addressing manageable and tie in with  Lack of standardized telework technical support personnel telework issues other plans to increase are knowledgeable about equipment limits the extent to equipment standardization  Improved ability to support the teleworker technical which technical support staff environment. technical support needs to be designed so teleworker technical problems can be resolved quickly Technical support specific to telework – Agency would provide knowledgeable technical support (e.

.making agency applications and information securely available via remote access is part of an overall technical modernization that most agencies are already embracing Overall Plan Assessment: Most agencies are already in the process of modernizing to make information available remotely and the speed their ongoing progress will depend largely on the agency’s vision for its information technology capabilities 25 .g. applications. time and attendance. for greater remote access from any Web browser  Most agencies currently provide remote access to some applications and are working to expand their remote access offerings  Greater ability to perform job functions regardless of location may allow a broader range of employees to have the option to telework Some additional security concerns are associated with allowing greater remote access to agency applications  Agency is likely to be and information amenable to the plan in general ..and resourceintensive Mitigation Strategies A phased approach to enhancing agency infrastructure and applications could make the costs more manageable (e. and information Description  Agency identifies aspects of  the infrastructure and design of applications that can be enhanced to enable greater remote access. email.g. such as: – Automating administrative processes  (e. begin with basic administrative applications) – Moving organization applications to a web interface Use of SSL VPNs.Remote access to the organization’s applications and administrative functions is important for effective telework Greater remote access to agency applications and information – Agency enhances its applications and infrastructure to allow teleworkers to access agency-based tools. travel) – Benefits to Telework Greater access to agency  applications and information would allow teleworkers to perform job tasks that previously could only be  performed in the office Making administrative functions available electronically and giving applications standard web interfaces benefits the organization overall Risks  Enhancements to agency infrastructure and applications can be time.

these security for telework solutions may not be integrated with the overall enterprise access applications Overall Plan Assessment: Federal organizations need to consider telework security issues at the start. such as: teleworkers to perform more make the costs more  If inadequate security of their job tasks remotely manageable – Firewalls capabilities are planned from – Secure authentication  Ability to perform more job  Agency is likely to be the start then telework – Intrusion detection tasks may allow a broader deployment can be delayed by amenable to the plan overall – Multi-level security range of employees to have lack of adequate security in the . configurations and policies seamlessly into the overall technology infrastructure Description Benefits to Telework Risks Mitigation Strategies  Security configurations and  Enhanced security solution  Security enhancements to  A phased approach to policies are integrated into for remote access to agency agency infrastructure can be enhancing enterprise enterprise access solutions information could allow time.enhancing enterprise – Encryption the option to telework home office security solutions is part of an overall technical  Lack of consideration for modernization that most  A complete security solution  Enhanced data security could alleviate some telework issues may result in agencies are already can be provided for secure management concerns about an enterprise security solution embracing transmission and protection the technical risks related to that is not as comprehensive or of data  Integration of telework telework beneficial to telework and – All agencies use some remote access as it could be technology considerations security solutions into overall enterprise (primarily firewalls and planning would highlight the secure authentication) importance of enhanced IT – However. so telework is not delayed until security capabilities are adequate for teleworker’s home office 26 .By providing effective security mechanisms for protecting agency data. teleworkers are able to perform more job functions at home Integration of security solutions into enterprise access applications – Agency implements security tools.and resource-intensive security solutions could and applications.

Table Of Contents  Introduction  Methodology  Status of Telework  Plans for Expanding Telework Infrastructure  Findings & Conclusions 27 .

but may also result in reduced impact Services Enterprise 28 . as depicted in the graph below High Budget Allocation Broadband Purchase Improved Security Solutions Peripheral Purchase Improved Remote Access Cost Laptop Purchase Telework Pilot Enhanced Technical Training Enhanced Technical Support Collaboration/Communication Tools Low Low Impact High Legend Program Management Home Office Phased implementation of the plans will reduce the cost.Fully implementing each telework plan will have different associated costs and impacts.

Considering the potential cost and impact of each plan can help agencies prioritize based on their needs and available resources  Most plans associated with the Home Office and Services categories are rated as high impact. indicating that better equipment and services would greatly benefit teleworkers  The majority of the plans are likely to provide a good return on investment since only one (Enhanced Technical Support) is located in the quadrant of low impact  Both plans related to Enterprise are associated with medium to high cost – – The high cost is mainly because they involve enhancing the overall infrastructure However. these particular plans (Telework Pilot and Budget Allocation) may also help influence the cultural shift required for full telework support in many agencies 29 . these enhancements will produce benefits beyond telework. in areas such as improved remote access capabilities and enhanced enterprise security  Both plans involving Program Management are rated as having a higher than average impact – – This is consistent with the idea that better management is always beneficial to programs Also.

reliable network connections and fast connections to agency applications are at the forefront of teleworkers’ needs and could be addressed by several of the telework plans – The majority of teleworkers (86%) indicated that a broadband connection is necessary. the top two responses were tied directly to the telework plans – – Peripheral equipment was cited by 24% of respondents Broadband access was cited by 18% of respondents 30 . while only 74% of laptops are fully funded or provided by the government  Fast. and less on operations and maintenance of telework equipment and services. which could be changed by offering more technical training  When asked what additional equipment or services would enable employees to telework more successfully. versus 73% indicated it was available) –  Teleworkers are trained primarily on data security issues. while only 69% indicated it is available Similar percentages exist for a fast connection to agency applications (87% indicated it is necessary.Implementing many of these plans will directly respond to the stated needs of teleworkers  According to the survey approximately 88% of teleworkers use or would like to use a laptop.

as technology trends and modernization create an infrastructure more conducive to remote work  Telework programs are growing more quickly in isolated organizational components that tend to share several attributes – – – Management is supportive of the program Structured policies and procedures have been developed for telework Possible provision of equipment and services for telework has been carefully considered  Several common strategies have emerged for mitigating the potential risks of enhancing telework technology infrastructure. and a basic set of equipment and services for teleworkers 31 . technical and managerial support.Overall. agencies should adopt a more proactive position to more fully address telework needs while enhancing strategic IT planning  At this time. as described in this report – – Plan for expenditures by developing a more detailed and long-term telework budget Consider implementing technology enhancement plans in phases to manage costs and enable evaluation and course correction – but understand that impact may be reduced  Achieving a successful telework program requires only a few enhancements: comprehensive planning and coordination. telework programs in most organizations are evolving slowly.

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