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ADRIANE THORMAHLEN Senior Program Analyst August 29, 2001

FLEXIPLACE PILOT 2000 IRS INFORMATION TECHNOLOGY SERVICES OPM Strategic Compensation Conference “ Managing Telecommuter Performance Using Results”. ADRIANE THORMAHLEN Senior Program Analyst August 29, 2001. Pilot Goals .

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ADRIANE THORMAHLEN Senior Program Analyst August 29, 2001

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  1. FLEXIPLACE PILOT 2000IRS INFORMATION TECHNOLOGY SERVICESOPM Strategic Compensation Conference“Managing Telecommuter Performance Using Results” ADRIANE THORMAHLEN Senior Program Analyst August 29, 2001

  2. Pilot Goals • Identify effective recruitment & retention strategies for Information Technology professionals • Increase employee satisfaction • Maximize space utilization

  3. Overview of Pilot • Open to volunteers who met eligibility criteria & had portable work activities 1-3 days/week • 20 volunteers selected--2 managers & 18 employees • Survey & focus group data collected

  4. Overview of Pilot • Telecommuters given cell phones and laptops with remote e-mail access • Hoteling workstations reserved weekly and equipped with traveling phone system • Training provided managers & telecommuters

  5. Overview of Pilot • Selection of telecommuters • Self-assessment tool “Are You a Candidate for Flexiplace?” to convey characteristics of successful participants • Tool “Portable and Non-Portable Tasks” to identify work activities suitable for weekly flexiplace

  6. Overview of Pilot • Portable work activities performed by telecommuters • Reading and analyzing information • Researching data • Preparing documents • Coordinating meetings • Providing guidance to others/consulting • Computer oriented tasks • Conducting business by phone/e-mail

  7. Overview of Pilot • Training sessions for managers and telecommuters • Business case for flexiplace • Administrative requirements • Success factors & barriers • Communication strategies • Evaluating performance • Security/legal requirements • Work team dynamics

  8. Overview of Pilot • Additional training topics for managers • Strategies for resolving issues & concerns • Leadership skills/techniques to manage in a remote environment • Additional training topics for participants • Telecommuter responsibilities • Organizing, planning & scheduling work suitable for flexiplace • Setting up a home office

  9. Key Pilot Findings:Communications • Management feedback: • No communication difficulties • “Follow-me” phone number made physical location transparent to customer • Participant feedback: • Communications very good/excellent • No negative impact on work relationships

  10. Key Pilot Findings:Remote Management • Management feedback: • Manage based on results in lieu of observation • Employees follow action plan to track deliverables and work independently • Participant feedback: • Not necessary to justify work activities on flexiplace days • Altered flexiplace schedule to accommodate business needs

  11. Key Pilot Findings:Performance • Management feedback: • Productivity either increased or remained neutral • 1/3 reported higher standards for flexiplace employees vs. on-site employees • Participant feedback: • Fewer interruptions/distractions • More focused time to plan and perform work • Positive effect of improved morale

  12. Key Pilot Findings:Employee Satisfaction • 93% increased ability to balance professional and personal lives • 88% reduced stress • 82% improved morale • 59% felt more motivated • 53% were less likely to leave organization • 100% of participants’ managers satisfied or very satisfied with flexiplace

  13. Major Issues • IT/technical support biggest stumbling block • Expertise to solve laptop/equipment problems expeditiously • Well defined process to support technical needs of telecommuters • Adequate inventory of laptops • Remote access to IRS systems/Intranet

  14. Recommendations for Managers • With participant, establish communication methods for various types of information • Periodically examine communications process to determine whether changes are needed • Provide scheduling flexibility • Ensure skills to successfully manage based on results are acquired: • Setting goals & expectations • Evaluating performance • Giving feedback/coaching

  15. Recommendations for Participants • With manager, establish communication methods for various types of information • Periodically examine communications process to determine whether changes are needed • Maintain an ongoing rapport with manager & on-site colleagues to avoid misunderstandings • Ensure skills to be a successful telecommuter are acquired: • Time management • Planning & organizing work • Setting goals & delivering results

  16. Recommendations for Organization • Utilize training to reinforce remote management skills for managers and provide telecommuters with strategies to be successful • Encourage more managers to telecommute to promote greater acceptance of remote workers • Explore use of digital signature technology for remote work • Sponsor networking group among telecommuters to share information

  17. FOR MORE INFORMATION CONTACT: ADRIANE THORMAHLEN 202-283-4081 E-Mail: Adriane.Thormahlen@irs.gov

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