Choosing and Using the Right Telework Technology

Transcription

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 Q&A and Wrap-up

3 Today s s Resource Team Industry Organization Size Telework Program Status Representatives

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 congestion/air quality

5 Telework Technology Continuum High Cost/Complexity Low Dial-up Internet /Web Mail Laptop Business Line Audio Conferencing Anti-Virus Home Phone PC Cell Phone Printer Fax Machine Speaker Phone Virtual Phone System (PBX) Internet Security (VPN, SSL) Terminal Services Remote Control Instant Messaging Call Forwarding Extended Voic Cable Modem/DSL Intranet Access Personal Firewall Video Conferencing Web Collaboration Unified Messaging Wireless Data Access Low Capabilities High

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 Security: Anti-Virus

8 Telework Technologies Nathan Chief Financial Officer: Large Federal Agency Works sporadically from home Travels Frequently Communication: Hand-Held Mobile Device Office Equipment: Laptop Wireless Collaboration: - Wireless - Wireless Application Access -efax Connectivity: Home DSL Road - WiFi/Dial-Up Security: -VPN - Key fob (Security Token)

9 Chris Telework Technologies Contracts Administrator: Non-Profit Org Full-time Teleworker (home & telework cntr.) Office Equipment: -Laptop - Printer/Fax/Scanner Communication: - Call Forwarding -VoIP Security: - SSL VPN - Smart Card (Security Token) Connectivity: Cable Modem Collaboration: - - Web Conferencing -Home: Terminal Services - Telework Ctr: WebApps

10 Telework Technology Types Voice Communications Office Equipment Connectivity Security Collaboration Tools Systems Management /Other Telephone Voic 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) 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

11 What level of telework technology is available in your organization? Basic Intermediate Advanced How do you know which solution or combination of solutions 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 Association

13 Ensure the technology is consistent with business goals and complements job function Technology A. -- B. -- C. -- Job Reqts Process Goals Tasks Skills Start with Business Goals Assess job requirements and common tasks Support Identify optimal technology solutions and related elements Effective Technology = Productivity

14 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. 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 applications by 15 per analyst per month

17 2. Assess Job Functions Look at the Roles within the organization Review common tasks/activities Prioritize tasks/activities Review associated processes Look for interdependencies and communication requirements

18 Job Function - Tasks/Activities Job Function Assessment Organization/Division Role/Position Project Manager Primary Tasks/Activities Resource Scheduling Deliverable Review and Approval Time Sheets and Expenses Approval Client Relationship Management Project Profitability Analysis Status Meetings Weekly Status Report

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 Organization/Division Job Function Assessment 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 Voic Conference Calling Office Equipment Laptop Docking Station (office) Connectivity Cable Modem/DSL Terminal Services (Apps) Collaboration WebmailAccess Instant Messaging Web Conferencing

22 3. 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

23 Create Technology Profiles Attorney Profile B Periodic Project manager Profile C Episodic Financial analyst Contracts Administrator Supervisor Research Associate Field Office manager Profile A Full Time

24 Sample Technology Profiles Technology Profiles Profile Name Role/Position Technology Required Baseline All Voice Communications Home Phone Remote Access to Voic Office Equipment Home Computer Connectivity Internet Dial-up Collaboration Webmail Access Profile A: Full-Time Profile B: Periodic Research Associate Field Office Manager Project Manager Supervisor Voice Communications Virtual Phone System Office Equipment Laptop Computer Printer/Fax Connectivity Cable Modem/DSL Terminal Services (for applications) Collaboration Web Conferencing

25 Reality Check 3. Technology Profiles 1. Goals Technology Requirements 2. Job Function PC/Fax/Printer/Cell Virtual Phone System VPN SSL Terminal Services Remote Control Instant Messaging Video Conferencing Be Realistic Prioritize! Budget/Resources

26 4. 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 realworld justification Evaluate and Procure

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 Productivity Increases

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 Make a decision and get started

30 5. 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 technology requirements

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 support and training

32 How do you rate your organization s traditional technology support and training? 10 Excellent 5 Good 1 Needs Improvement

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 with training and expectation setting Monitor user satisfaction (phone, surveys,etc.)

34 Keys to Success Establish Policies and Guidelines Equipment requirements, installation, ownership, maintenance and repair Software requirements and standards Remote access procedures Equipment and data security Backups Virus protection

35 Keys to Success Standardize as much as possible Equipment Connectivity Consider Broadband DSL/Cable Modem Broadband is cheap relative to hourly (fully-loaded) cost of an employee

36 Keys to Success Treat the process as a continuum Get feedback early and often Periodically review requirements and technology Stay on top of new technology developments/capabilities Keep an Open Mind

37 What s s Left to Do? Implement and enjoy the benefits!

38 Summary You have many options from simple to complex Make sure your Business Needs drive the technology decision process Don t forget to plan and re-evaluate Keep in mind, it s as much about the people and process as it is about the technology