RAPA Fall Meeting 2012

1. RAPA Fall Meeting2012 October 21-23, 2011

2. Workplace Flexibility BIG & Small Nicole Hercules Simon Bell 2012 RAPA Conference

3. ‘Workplace Flexibility’ – What is it? 1 Flex-Time – regular or short notice time/ self-scheduling Reduced Time – part-time Flex-Leaves – time off for caregiving Flex-Careers – sabbaticals/phased retirements Flex-Place – telecommuting

4. Workplace Flexibility – @ RAPA 2 Whose organization allows remote working? Who does not? Who here works remotely? - of those who don't, who would like to? Who manages remote workers? - what proportion of team is remote?

5. Why work flexibly? 3 Organization benefits • Demographics • Talent rules over location Personal benefits • Autonomy • Health

6. Who can work flexibly? 4 • Anyone - although some roles easier than others. • Challenges • Unplanned time • New people to organization • New people to the industry or work • New to telecommuting • ‘Fly by’ internal meetings

7. How do you work flexibly? 5 • Technology exists • Protocols

8. The BIG - John Hancock • Financial Services Company • Providing financial protection and investment products since 1862 • 4800 John Hancock employees company wide • JH Life Operations & Information Technology represents approx. 900 employees in the US and Canada 6

9. John Hancock - Why the transition? • Desire for workplace flexibility was most commented on item in our 2010 Employee Engagement Survey • Advancements in technology provided abilities to support a remote work environment that would mimic a corporate office • Financial benefits to the organization • Trends in workplace arrangements in financial services and other industries identified multiple case studies to support the success of a program 7

10. JH Life Ops and IT Program Overview Purpose: • Provide an environment where associates can effectively engage with internal and external clients whether they are working in a corporate or home office, or while travelling on business. Program Overview: • Broad management support/encouragement vs. accommodation upon request • Associates work from home two or more days/week • When in the office, they utilize shared hotel space • Enable their “home office” with tools and capabilities to effectively engage with internal and external customers • Leverage an assessment tool to determine if an individual and a role is a good fit for a work from home arrangement

11. Pilot – Critical Success Factors • Management Support • Collaboration technology • Evaluation of Associate compatibility • Virtual Training provided for pilot participants and the participant’s Manager • Program policies, guidelines and documented processes • Tested the waters, monitored performance and solicited feedback • Phased rollout • Dedicated resources to support program 8

12. FAQ’s • How do I monitor employee performance if I can’t see them? • What about recognition and opportunity for career advancement? • Loss of dedicated corporate office space? • May I sit with my team when I’m in the office? • Do I have to participate in the program? 10

13. Where is John Hancock Life Ops & IT today? • 290 participants (32%) of employees in the JH Life Ops and IT business unit • Collaboration across the organization • Culture and mind shift for everyone • Flexible, mobile,…. • Newly designed workspaces for Life Ops and IT • Expansion of technology tools • Phased approach to continue 11

14. The small - LOGiQ3 Insurance and Reinsurance Consulting and Outsourcing company covering Underwriting, Reinsurance Administration, Claims and Audit Clients are Insurance and Reinsurance companies in US, Canada, Caribbean, Bermuda and the EU 40+ people – combination of staff and contractors Toronto Head-office, with office in UK and people scattered across North America 12

15. LOGiQ3 – Workplace Flexibility • Why remote? • Talent wins over location • Local to clients • Framework developed which supports remote workers • Business Continuity ‘baked-in’ • How many people work remotely? • Everyone can 13

16. LOGiQ3 – Workplace Flexibility • Issues? • Finding the right tools • Management style change • Not a fit for everyone • Communication • Benefits? • Expands talent pool • Engagement improves • Reduces commuting downtime • Ability to expand quickly 14

17. LOGiQ3 – Workplace Flexibility • Where are we today? • Constantly looking to improve the tools and processes • Sharing best practices internally • Looking at what the rest of the world is doing • Deployed iPads on a trial basis 15

18. Benefits • Strengthened business continuity capabilities • Environmental benefits • Disaster Recovery plan is tested on a daily basis • Cross department collaboration due to location of ‘hotel’ stations • Increased employee retention and engagement • Employee balance • Productivity improvements • Financial savings for company and employees 16

19. Challenges • Resentment from employees without remote working capabilities • Entitlement vs. privilege mindset of participants • ‘Missing’ body language • Presence management • Culture shift may take longer than expected • Does your current business model accommodate this type of work arrangement? • Sourcing appropriate technology to meet the needs of the various roles 17

20. Top 10 Remote Worker tips • Alternative workspaces needed • Meeting etiquette • Communicate early • Dedicated support • Privilege not a right • ‘Water-cooler’ moments - not 100% shop talk • Check remote internet connections • ‘Follow me’ phones • Collaboration Tools – must be user friendly • Don’t be 24/7 18

21. Questions? 19

22. Resources http://whenworkworks.org/research/downloads/FlexAtAGlance.pdf http://familiesandwork.org/3w/research/downloads/status.pdf http://www.changeboard.com/content/1506/Remote-working-%E2%80%93-what-are-the-benefits-/ https://www.microsoft.com/en-us/news/features/2010/mar10/03-11telework.aspx 20

23. RAPA Fall Meeting2012 October 21-23, 2011