Choosing and Using the Right Telework Technology

(1)

Choosing and Using the

Right Telework Technology

(2)

Agenda

Welcome, Introductions: Today’s

Resource Team

Fundamentals: Tools and Techniques

for Effective Telework

5-Step Technology Selection Process Keys to Success

(3)

Today

’

_’

s Resource Team

_{s Resource Team}

Industry

Organization Size

Telework Program Status

(4)

Telework Can Make a Difference

Enable work anytime, anywhere Reduce real estate/costs

Enhance recruiting and retain

valuable employees

Support business continuity

Provide ADA accommodation

Increase productivity and work

quality

Increase collaboration

Encourage management for results Contribute to improved traffic

(5)

Telework Technology Continuum

• Home Phone Capabilities Capabilities Cost/Complexity Cost/Complexity Low Low High High Low

Low HighHigh

• PC • Cell Phone • Printer • Fax Machine • Speaker Phone • Dial-up Internet • Email/Web Mail • Laptop • Business Line • Audio Conferencing

• Anti-Virus _• _{Call Forwarding} • Extended Voicemail • Cable Modem/DSL • Intranet Access • Personal Firewall

• Virtual Phone System (PBX) • Internet Security (VPN, SSL) • Terminal Services • Remote Control • Instant Messaging • Video Conferencing • Web Collaboration • Unified Messaging • Wireless Data Access

(6)

Telework Technology Scenarios

Consider:

Office equipment

Voice communications

Connectivity

Security

Collaboration tools

(7)

Telework Technologies

Amanda

– Legal Counsel: Manufacturer

– Works from home 2 days a week

Office Equipment: - Home Computer - Printer/Fax

Communication: Cell Phone

Internet Connectivity: Home Dial-Up Account

Collaboration: Web Mail

(8)

Telework Technologies

Wireless

Nathan

– Chief Financial Officer: Large Federal Agency – Works sporadically from home

– Travels Frequently

Security: - VPN

- Key fob (Security Token) Office Equipment: Laptop

Collaboration:

- Wireless Email

- Wireless Application Access - eFax

Communication: Hand-Held Mobile Device

Connectivity: Home – DSL

(9)

Telework Technologies

Chris

– Contracts Administrator: Non-Profit Org

– Full-time Teleworker (home & telework cntr.)

Collaboration: - Email

- Web Conferencing

- Home: Terminal Services - Telework Ctr: WebApps Security:

- SSL VPN

- Smart Card (Security Token)

Connectivity: Cable Modem Office Equipment: - Laptop - Printer/Fax/Scanner Communication: - Call Forwarding - VoIP

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Telework Technology Types

Voice Communications

Office

Equipment Connectivity Security

Collaboration Tools Systems Management /Other Telephone Voice-Mail Cellular Virtual Phone System (virtual PBX) Voice Over Internet Protocol (VoIP) Hand-held Mobile Device (Smartphone, Blackberry, Pocket PC, Treo, etc.) PC/Laptop Printer Fax Scanner Copier Personal Digital Assistant (PDA) Central Office dial-up Internet dialup Cable Modem Digital Subscriber Line (DSL) Terminal Services Remote Control Services Virus Protection Spyware Detection Firewalls Secure Socket Layer (SSL) Virtual Private Network (VPN) Key Fob Security Tokens Smart Card Security Tokens Public Key Infrastructure (PKI) Email Intranet Instant Messaging Audio Conferencing Video Conferencing Web Conferencing Web based applications Wireless Messaging (SMS) Remote Diagnostics Remote Backups Trouble ticket system Hoteling Reservation System

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What level of telework technology

is available in your organization?

Advanced Intermediate

Basic

is available in your organization?

How do you know which

solution

solution –– or combination of or combination of solutions

solutions –– is best for your is best for your business?

(12)

Recommended Approach

Analysis and review of the

organization’s technology base and its

compatibility with worker

requirements is ranked as critical to a

(telework) program’s success

Source: American Management

(13)

Ensure the technology is consistent with Ensure the technology is consistent with business goals and complements job function business goals and complements job function

Start with Business Goals

Goals

Job Reqts Tasks

1. 2. 3.

--Assess job requirements and common tasks A. B. C. --Technology Process Identify optimal

technology solutions and related elements

Skills Support

(14)

5

5 -

-

Step Technology Implementation

Process

1. Connect to your business Goals

2. Assess Job Functions and

associated technology needs

3. Create “Technology Profiles”

4. Select the technology you need

5. Create and launch an

Implementation Plan

(15)

1.

1. Connect to the Goals

Connect to the Goals

Ensure telework activities and telework

technology decisions are supportive of

business goals and objectives

Determine what levels to consider:

o Organizational o Departmental o Individual

(16)

Examples

Goals that might impact a

telework technology decision:

– Grow headcount by 25%

– Increase customer satisfaction by 15% – Increase number of processed

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2.

2. Assess Job Functions

Assess Job Functions

Look at the Roles within the

organization

Review common tasks/activities

Prioritize tasks/activities

Review associated processes

Look for interdependencies and

(18)

Job Function

-

Tasks/Activities

Job Function Assessment Organization/Division __________________

Role/Position Primary Tasks/Activities

Project Manager • Resource Scheduling

• Deliverable Review and Approval • Time Sheets and Expenses Approval • Client Relationship Management • Project Profitability Analysis

• Status Meetings

(19)

Examples

What are some sample everyday Tasks and

Activities that are

performed by some of the typical roles in an organization? 1. Project manager 2. Attorney 3. Financial analyst 4. Database administrator 5. Supervisor

(20)

Job Function

–

Identify Technologies

What technologies are best suited to support the set of tasks you identified?

(21)

Job Function

–

Identify Technologies

Job Function Assessment Organization/Division __________________

Role/Position Primary Tasks/Activities Technology Requirements

Project Manager • Resource Scheduling

• Deliverable Review and Approval • Time Sheets and Expenses Approval • Client Relationship Management • Project Profitability Analysis

• Status Meetings

• Weekly Status Report

Voice Communications • Cell Phone • Voicemail • Conference Calling Office Equipment • Laptop

• Docking Station (office) Connectivity

• Cable Modem/DSL

• Terminal Services (Apps) Collaboration

• Webmail Access • Instant Messaging • Web Conferencing

(22)

3.

3. Create

Create

“

Technology Profiles

”

Determine a viable technology

baseline that can serve a majority

Combine “like” roles

Identify exceptions and

create “profiles” according to their needs

Baseline + Profiles = Telework Technology Requirements

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Create

“

_“

Technology Profiles

_{Technology Profiles}

”

_”

Profile B – Periodic Profile C – Episodic Attorney Supervisor Financial analyst Project manager Contracts Administrator

Profile A – Full Time

Research Associate

(24)

Sample

–

Technology Profiles

Technology Profiles

Profile Name Role/Position Technology Required

Baseline

Profile A: Full-Time

Profile B: Periodic

• All Voice Communications

• Home Phone

• Remote Access to Voicemail Office Equipment • Home Computer Connectivity • Internet Dial-up Collaboration • Webmail Access • Research Associate • Field Office Manager

Voice Communications • Virtual Phone System Office Equipment • Laptop Computer • Printer/Fax

Connectivity

• Cable Modem/DSL

• Terminal Services (for applications)

• Project Manager • Supervisor

Collaboration

(25)

Reality Check

2. Job Function 3. Technology Profiles Budget/Resources Be Realistic … Prioritize! PC/Fax/Printer/Cell

Virtual Phone System

VPN SSL Terminal Services Remote Control Instant Messaging Video Conferencing Technology Requirements 1. Goals

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4.

4. Select the Technology

Select the Technology

Consider:

o What’s already available o Needs versus Wants

o Impact on ability to

perform job and impact to overall productivity o Acceptable

“workarounds” and alternatives

o Timeframe and ability to phase rollout

Perform

Cost/Benefit Analysis

Determine who pays

for what

Make a Business

Decision with real-world justification

(27)

Tips on Building a Workable Budget

Budget all costs

– One-time Start-up costs (e.g., hardware, software, set-up, training)

– Recurring monthly costs (e.g., connectivity, support, subscription fees)

Establish Timelines

– Year one average cost

– Subsequent year average cost – Total five year cost

(28)

Tips on Building a Budget

Plan for Expansion:

– Expected number of teleworkers for year 1, year 2, year 3, … year 5

– Budget for cost increases and replacement costs over time

Perform ROI

– Incorporate technology in overall

telework business case and justification – Tie technology to telework benefits

• Cost Savings

(29)

Tips on Procurement

Do your research

Look at the “usual suspects” but

also at other “outside the box”

options to get a comprehensive

perspective

Find a trusted vendor or

reseller

(30)

5.

5. Create and Launch an

Create and Launch an

Implementation Plan

Identify cross-functional team

and get buy-in

Integrate Support and Training

into current processes

Phase rollout

Provide adequate help-desk

support

Encourage user feedback along

the way

Periodically re-evaluate

(31)

Keys to Success

Get the Organization involved

Get buy-in from all parties:

– Senior Management (Exec Sponsor) – IT/Facilities

– Users

Don’t underestimate the need for

(32)

How do you rate your organization’s

“traditional” technology support

and training?

1

Needs Improvement

10

Excellent

5

Good

(33)

Keys to Success

Address support and training

– Define help-desk procedures

– Establish Acceptable Service Level Agreements

– Communicate process for getting help – Proactively address potential problems

Choosing and Using the Right Telework Technology