By gathering data through a variety of sources, Booz Allen was able to assess information technology impacts on Federal home-based teleworks from multiple perspectives.

• In this chapter, we present the key findings that emerged through each of our data collection methods
  • Technology Survey
  • CIO Interviews
  • Focus Groups with Telework Coordinators
  • Questionnaires with Teleworkers and Teleworker Managers
  • Case Studies
• Findings are presented by perspective because they provide insight into how those in different roles may perceive technology barriers to telework differently

Techology Survey

The technology survey evaluated a wide range of information technology components supporting the home-based telework environment, and provided the basis for assessment of potential barriers in subsequent analyses

• The technology survey assessed potential telework barriers that emerged from key technology components across three telework domains
  • Residence
  • Network
  • Enterprise
• Architecture elements in each domain were assessed from the standpoint of functionality, performance, cost, and ease of use
• The assessment of potential barriers for each domain led to a functional category grouping of sixteen barriers, which were used to structure data collection in later analyses
• Technology solutions (e.g., hardware, software, network services, technical support) are available that allow agencies to address most or all barriers in each area
• Severity or impact of these barriers may vary from agency to agency depending on agency mission, business priorities, and state of network/applications infrastructure
• Implementation of these solutions becomes a management issue for agency management defined by agency-specific needs, costs and investment requirements, current standards, and management processes

CIO Interviews

CIO staff provided enterprise-level perspectives on the use of technology for telework

• CIO staff in many organizations have not yet addressed home-based telework in their agency's long range IT planning and budgeting effortsSecurity implications of telework are a major concern, but believed by CIO staff to be solvable
  • Many organizations have not yet identified security vulnerabilities due to telework
  • Application of existing technology and practices can likely address foreseeable security risks
• CIO staff believe the following will likely become greater issues as telework expands:
  • Availability of high bandwidth residential ("last mile") data services
  • Performance of legacy client-server applications supporting critical agency operations
  • Availability of resources for enterprise level enhancements

Telework Coordinators Focus Group

Telework coordinators offered perspectives based on their experiences with telework implementation and operations

• Coordinators view the task of obtaining funds to equip teleworkers with PCs and network services as the most significant challenge facing federal organizations
• While most coordinators do not view security as a major issue, there is concern that the volatility of the security issue could lead to future problems
• There is often a lack of communication and coordination between telework coordinators and IT staff with regard to telework implementation efforts
• Access to appropriate IT equipment in the home is a major challenge facing telework implementation; employees are frequently allowed to use recycled equipment or are permitted to use their own equipment
• The speed of a teleworker's network connection will impact the overall quality of a teleworker's home IT environment

Teleworker and Teleworker Manager Questionnaires

Teleworkers and managers provided several unexpected perspectives through questionnaires

• Teleworkers and managers indicate that technology barriers have had little impact on decisions to implement telework or success of working from home
• More than half of teleworkers use their own personal computers and other equipment for telework
• Over 75% of teleworkers are using dial up connections to connect to their agency networks; 19% use some form of high-speed connection
• Teleworkers and managers most frequently cited performance and access to equipment and services as the greatest IT challenges to successful telework (though these challenges have not prevented telework)
• Most teleworkers receive little or no IT training related to telework
• Access to technical support is an issue that can seriously impact performance

Case Studies

The eight case studies illustrate the range of management and technology-related practices used in Federal telework programs.

• Successful organizations displayed several consistent practices:
  • Senior management support for telework
  • Multi-disciplinary management involvement in planning
  • Use of pilot programs to identify problems
  • Centralized budgeting and funding of telework implementation
  • Focused training for teleworkers, including IT
• Information security is a major consideration for most case study organizations; security training is a key component of overall information security assurance
• Many organizations with established telework programs use, accommodate, or are considering future use of residential broadband services

Cost Impact of Home-Based Telework

Specific agency telework policies and IT management decisions will govern the timing and magnitude of IT cost increases resulting from home-based telework

• The in-home hardware configurations approved by an agency or its component organizations will likely have the biggest impact on home-based teleworker costs
  • Use of single computer or dual computers (for home and office)
  • Use of laptops versus desktops
  • Use of employee-owned equipment
  • Peripherals to be provided for teleworkers (e.g., printers)
• Network connectivity options will also impact teleworker IT costs
  • Choice of broadband connectivity services (DSL, cable modem, satellite)
  • Use of dial-up access
  • Reimbursement to employees for residential services
  • Installation technical support for teleworkers
• Investments in infrastructure enhancements will ultimately be driven by the state of an organization's infrastructure and the specific requirements that result from the organization's telework strategy
• Telework policies and pace of telework implementation will also govern the rate at which employees must be equipped with hardware and connectivity, which employees receive this support, and the timing of infrastructure investments

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