Analysis Document

Task 9
Agency Status and Plans

February 15, 2006

Table Of Contents

 Introduction
 Methodology
 Status of Telework
 Plans for Expanding Telework Infrastructure
 Findings & Conclusions

2
This report documents the history and trajectory of telework and
examines plans for expanding telework infrastructure
 This Agency Status and Plans Report is the third of a series
of reports from the Telework Technology Cost Study

 The overall study has three primary objectives

– Describe the current telework technology environment
– Estimate the costs of expanding telework supporting
technologies, so the infrastructure can support 25% to
50% of the federal workforce teleworking
– Provide recommendations on how best to expand the
telework supporting infrastructure

 This report on Agency Status and Plans describes the history of telework across 16 federal
organizations, including some of their components, and examines plans for enhancing the
technologies supporting telework

 The information in this report will contribute to an overall understanding of the extent to which
Federal organizations have the necessary telework technology in place, and the technical
enhancements needed to support increasing numbers of teleworkers

3
Information was collected from several sources within sixteen
organizations that were chosen to be representative of the entire
Federal Government
 The Booz Allen team conducted interviews, focus groups, and surveys of Chief Information Officer
staff, Telework Program Coordinators, Teleworkers, and Managers of Teleworkers (respectively)

 Ten Departments participated in the study:

– Department of Agriculture − Department of Interior
– Department of Commerce − Department of Justice
– Department of Education − Department of Transportation
– Department of Health and Human Services − Department of the Treasury
– Department of Housing and Urban Development − Department of Veterans Affairs

 Five Independent Agencies and one Departmental Component also participated in the study:
– Equal Employment Opportunity Commission − National Science Foundation
– General Services Administration − Securities And Exchange Commission
– National Aeronautics and Space Administration − U. S. Coast Guard

* Not all organizations participated in the interviews, focus groups, and survey

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This evaluation of agency status and plans found that more
proactive planning is needed to achieve true telework readiness
 Few agencies are taking a proactive stance in planning the growth of their telework programs
– Organizations currently rely on their evolving IT infrastructures to support telework needs on
an ad-hoc basis, rather than considering telework in broader strategic IT planning
– Isolated agency components have more structured programs, often due to management
support, a well-developed IT infrastructure in place, and an existing culture that is supportive
of telework

 While most agencies have the basic technology to support telework, there are opportunities to
enhance the program’s breadth, quality, and strategic alignment with the organization
– Need to incorporate telework into agency-wide planning
– Need to enhance telework program management
– Need to ensure teleworkers have a basic, standard set of equipment and services

 This report will describe ten ways to help agencies enhance their telework technology
infrastructure and close the gaps between their existing status and full telework readiness

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Table Of Contents

 Introduction
 Methodology
 Status of Telework
 Plans for Expanding Telework Infrastructure
 Findings & Conclusions

6
Information from three data sources was combined to gain a
thorough understanding of agency plans to enhance the telework
infrastructure

Data Sources Analysis &

Surveys of
Teleworkers and
Focus Groups with
Agency Telework
Interviews with Results
Agency Plans for
Telework Technology
Managers of Agency CIO Staff
Coordinators Enhancement
Teleworkers

• Administered surveys • Conducted focus • Conducted interviews

• Integrated agency
to teleworkers and groups with with CIOs and other
information from the
managers of Telework Program IT staff members in
three data sources to
teleworkers in 14 out Coordinators and 20 organizations
determine actual plans
of the 16 agencies other telework (headquarters offices
in place
participating in the management staff in and/or components
study 15 out of the 16 of 15 out of the 16 • Incorporated Booz
agencies agencies Allen understanding of
• Received valid participating in the current infrastructure
participating in the
responses from 6,784 study study) and logical plans for
teleworkers and expansion that could
1,540 managers of • Collected • Collected information
be implemented
teleworkers information about about the current
telework program status of the telework • Compiled a list of
• Collected information infrastructure and optional plans that
history and current
about telework state, technology plans for represent potential
technology issues, policy issues, enhancement improvements and
availability, usage, and plans for include actual agency
and performance expansion information

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Agency information and industry knowledge were used to develop
the optional plans for telework technology enhancement
 The Booz Allen team followed a structured process to develop the plans
– Reviewed information about current plans agencies are considering – this information is
derived from interviews, focus groups, and surveys conducted for the study
– Considered the current status of the agency infrastructures (detailed in the Task 3 report on
Agency Telework Ready Status)
– Developed a list of additional plans that could potentially be implemented as logical next
steps for enhancements
– Added detail to the plans using actual agency information and Booz Allen’s understanding of
telework technology

 An inherent limitation of this study is that, as technology evolves, new plans may become
possible, or the relevance and impact of the plans currently presented may change

 This report briefly presents the status of telework, and then

describes optional plans for enhancing telework infrastructure Program Management

– Factors of telework status and the optional enhancement Home Office

plans are organized into four categories, listed at the right Services

– The four categories are designated in the report by using the Enterprise
color coding, also presented at the right

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Table Of Contents

 Introduction
 Methodology
 Status of Telework
 Plans for Expanding Telework Infrastructure
 Findings & Conclusions

9
Overall, telework participation has gradually increased in most
agencies
 Participation numbers have gradually increased in most agencies - formalizing policy, active marketing efforts, and
training have contributed to this growth
– According to the Office of Personnel Management’s The Status of Telework in the Federal Government 2005,
telework participation increased by 14% in 2003 and 19% in 2004

 The growth of telework has been relatively slow due to a variety of factors
– Some telework programs have a narrow focus and have not been widely promoted or communicated
– Often, there is confusion related to which employees can and should be eligible to telework
– In many organizations there is a culture of resistance to telework

 Union support and negotiated bargaining agreements have helped push the growth of telework in some agencies
– Specific telework-related issues agreed upon in union negotiations have often been included in organizations’
formalized telework policies
– Unions often advocated to have telework eligibility expanded to provide the opportunity for more employees
– Some union negotiations have focused on ensuring equity related to employees using their own equipment
versus the agency purchasing equipment for teleworkers

10
Overall, telework participation has gradually increased in most
agencies (cont’d)
 Congressional and legislative attention have led to more organizational support for telework
programs and an increase in participation numbers
– Recognizing the potential for the expansion of this legislation, other organizations are also
taking notice of the telework requirements and potential repercussions of failing to meet
them

 Recent initiatives related to ensuring Continuity of Operations (COOP) have encouraged and
benefited telework situations
– Facing the need to ensure COOP has forced agencies to become more thoughtful and
strategic in their planning for extreme situations, thereby raising awareness of telework
– Many COOP plans allow for employees to work from remote locations and therefore the IT
infrastructure is already in place to support telework situations

 One agency with a dramatic increase in participation notes that they already had the
technology in place to support the telework program, as well as management support,
indicating the importance of the IT infrastructure for the growth of telework

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Currently, most agencies have the IT infrastructure needed to
support a telework program
 As detailed in the Task 3 report on Telework Readiness, most of the basic equipment,
services, and enterprise technology are in place to support telework, though there are many
opportunities for improvement

Basic computer equipment is available – The majority of agencies either provide equipment for
Office
Home

telework replaced by a computer refresh or allow employees to use their own equipment when
teleworking; however, most agencies do not provide new, standard equipment for telework

Basic services are available – Most agencies provide help desk support for teleworkers and
Services

sometimes provide mobile communications devices and other telecommunications services; however,
they usually do not pay for broadband data communications services at the teleworker home office

Remote access to basic information is available – Teleworkers are often able to take advantage of
the existing enterprise infrastructure to securely access an organization’s applications; however, not
all applications and administrative processes are accessible remotely
Enterprise

Migration to broadband has financial benefits for the enterprise – The increasing use of home-
based broadband services has reduced enterprise costs for agencies
-Lower costs for the maintenance of dial-up facilities due to fewer dial-up users (e.g., lease of
channelized T1s, maintenance of modem nests and channel banks, and other equipment)
-Lower costs to expand Internet capacity for broadband users than for dial-up users

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Table Of Contents

 Introduction
 Methodology
 Status of Telework
 Plans for Expanding Telework Infrastructure
 Findings & Conclusions

13
This report presents optional plans that agencies could implement
to enhance their telework technology infrastructure
 The optional plans presented in this report are derived from actual agency plans, as well as
our understanding of possible technical enhancements to existing agency infrastructures
– These plans have the potential to benefit telework (e.g., improving access to information,
standardizing teleworker equipment)
– These plans are a logical next step for many agencies looking to enhance their current level
of telework technology

 Findings show that no federal departments have developed plans specifically to expand their
telework infrastructure
– Some government organizations do have general ideas for enhancements that could benefit
their telework programs, but details of these plans tend to be vague
– Information about these organization plans will be presented as appropriate in the
descriptions of optional plans

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Some technology trends may provide indirect benefits to telework,
particularly in a few years when they are more widely adopted
Technology Trend Description Possible Benefits to Telework
Implementation of A standard form of identification (Common The Common Access Cards could provide an
Homeland Security Access Card) will be used across the federal additional factor of authentication in the home
Presidential Directive government, simplifying the administration of office, increasing security and confidence that
(HSPD-12) security; the cards can also be used to provide data is protected in the home office (e.g., via a
additional IT security card reader attached to the computer)

Migration to Internet Next generation of Internet Protocol, which is the Some inherent features of IPv6 will indirectly
Protocol Version 6 (IPv6) technical infrastructure that allows computers to benefit telework, such as security, mobility, and
be networked on the Internet better protocol efficiency
Migration to Microsoft The revised version of Outlook 2003 and Performance enhancements over wide area
Outlook 2003 and Microsoft Exchange 2003 have provided networks, particularly dial-up, make it much
Microsoft Exchange 2003 significant remote use performance easier to use remotely; also includes enhanced
enhancements and collaboration tools collaboration tools to improve teamwork

Establishment of the GSA The GSA Networx contract is scheduled to be Offers new telecommunications services and
Networx Contract awarded in Spring 2007 prices that could be attractive for telework
Use of Wireless WiFi, WiMax, and cellular technologies such as Gives teleworkers the option to work from a wider
Networking 3G Evolution Data Optimized (EV-DO) and High- variety of locations, including locations that have
Speed Downlink Packet Access (HSDPA) provide not been well served by other broadband
a variety of wireless options for data technologies
communications

The remainder of this section describes ten optional plans that can
produce more direct and timely benefits to telework
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Optional plans to enhance telework fall into four categories:
Program Management, Home Office, Services, and Enterprise
Manageme

Telework pilots with a subset of the agency population

Program

nt

Budget allocation process to proactively plan for and acquire telework technology

Agency purchase of laptops in computer refresh cycles

Office
Home

Agency purchase of peripheral equipment for teleworkers

Enhanced tools for remote collaboration and communication

Agency financial support for broadband Internet connection

Services

Enhanced technical training for telework stakeholders

Technical support specific to telework

Enterprise

Greater remote access to agency applications and information

Integration of security solutions into enterprise access applications

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Telework pilots help agency’s develop an effective telework
program before implementing it agency wide
Telework pilot – An agency would test a telework program with a specific office, organization, or group of
employees, focusing on issues such as program management, efficiencies, and technical details
Description Benefits to Telework Risks Mitigation Strategies
 Agency would select group  A pilot program would enable  Strategic financial and IT  Agency could plan for the
to participate in telework an agency to evaluate planning for the pilot program telework pilot costs in the
pilot program effectiveness and may need more coordination upcoming enterprise budget,
– Four organizations in the refine details of telework understanding that a pilot
program/technology issues  Union negotiations may be evaluation will ultimately lead
study are conducting required to select pilot
telework pilots; one of prior to widespread rollout of to cost effective decisions
the pilots is focused on the program participant groups about enterprise investments
security
 A pilot evaluation would help  Managerial support of pilot,  A structured approach could
 Agency would develop inform agency decision and teleworking in general, be developed to ensure fair
policy/procedures makers about telework, may be lacking and equitable selection of
associated with telework helping them target efforts participants, and open
pilot and financial investments to communication with
aspects of the program that employees and union
 Agency would run pilot are most critical to overall representatives
program for specified success
amount of time, evaluating  A communication strategy
specified criteria along the could be implemented,
way including feedback
mechanisms, to ensure all
 At the conclusion of the stakeholders’ input is
pilot, a determination would received
be made to continue,
expand, or stop the program

Overall Plan Summary: This plan may work for many agencies, allowing them to test and refine policies, procedures, and
details associated with implementation. The challenge lies within the decision regarding participation in the pilot.

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Making telework part of the organization’s budget would ensure
more stable funding of the program
Budget Allocation Process – Agency would dedicate a budget line item that could be devoted to telework-
related costs
Description Benefits to Telework Risks Mitigation Strategies
 Agency would dedicate a  Allocating funds solely  Funding may not be available  Overhead costs that will be
budget line item that could devoted to telework-related to devote to telework-related saved by telework could be
cover telework-related costs costs would facilitate a costs directly applied to telework
(e.g., to pay for equipment standardization of
and services at teleworkers’ teleworking financial  Budget priorities must be  A phased approach to
remote locations) policies/procedures across chosen carefully to ensure allocating funds may make
telework and other agency the process more
– 2 agencies participating an agency programs are adequately manageable
in this study currently  Providing financial support supported
have IT investment  Integration of telework costs
programs in place in for telework would
institutionalize the program, into overall budget planning
order to explicitly would highlight the
support telework providing an agency greater
control importance of funding
telework programs

Overall Plan Summary: Dedicating a budget line item to telework would elevate the importance and support of telework

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Making the purchase of laptops part of the standard computer refresh
would put in place a systematic way to expand the telework program
Purchase of laptop computers in computer refresh cycles – During regularly scheduled equipment refresh
cycles agencies could replace a certain percentage of employee desktop computers with laptops
Description Benefits to Telework Risks Mitigation Strategies
 Agency will purchase a  A larger number of  Although costs of desktop and  A phased approach/rollout
specified amount of laptops employees will have basic laptop computers are now may make the process more
to replace desktops during equipment needed to comparable, additional manageable
refresh cycles telework acquisition planning would be
– There is a large necessary to determine how  Incorporating telework costs
 Teleworkers will have the many laptops to purchase and into overall enterprise
variation among agency benefit of current, functional budgeting may make laptop
provision of laptops for who will receive them
telework equipment purchases easier/more
 Some teleworkers dislike the affordable
– Some agency  Standardizing equipment for prospect of transporting the
components provide more potential teleworkers laptop to and from their  Targeted communications on
laptops for teleworkers, will reduce costs and enable telework mandates and
primarily organizations telework location
better technical support successes, as well as visible
with a more mature,  There are inherent security top management support,
detailed telework  One-computer environment
program issues associated with using can address the general
ensures that teleworkers laptops, including the risk of opposition to telework
 Affected employees will be have access to their current losing a laptop, and risk of
given the option to receive a work on local disk drives non-approved people  Enhanced security
new laptop instead of a accessing confidential data procedures (e.g., passwords,
 Agency provision of laptops VPN) and training on the
desktop (as available), and
will help make the telework proper handling of laptop
will use the laptops in the program more equitable; and data would provide safer
office and when teleworking
eligibility will no longer be handling of information and
linked to staff’s ability to equipment by employees
supply equipment

Overall Plan Summary: The provision of laptops to employees is a practical answer to many, although not all, of the concerns
associated with telework
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The more staff work in their home office the more this office needs
to be similar to their formal office including the need for
peripherals such as printers, copiers, and facsimile machines
Agency Purchase Of Peripheral Equipment – Agencies would purchase peripheral office equipment that
would support the teleworker’s home office
Description Benefits to Telework Risks Mitigation Strategies
 An agency would purchase  Teleworkers would be able to  Due to a lack of budget  Incorporating telework costs
the peripheral equipment perform more of their daily planning, funding may not be into overall enterprise
that would support a functions away from the available to devote to telework- budgeting may make
teleworker (e.g., printer, office related costs peripheral equipment
scanner, fax machine) purchases easier and
 Provision of peripheral  Need for equipment allocation perhaps more affordable due
– In most agencies,
equipment would enable and tracking process, as well to economies of scale
provision of peripherals employees to accomplish as increased program
is on a case-by-case
basis determined by the more work tasks management  A phased approach/rollout
supervisor may make the process more
– 24% of respondents to an
manageable - agencies
– Two agencies with more open-ended question in
the Teleworker Survey could prioritize who would
detailed telework plans
provide basic indicated that peripheral receive equipment first (e.g.,
peripherals, such as a equipment in the home those who telework most
printer or multi-function would enable them to frequently)
device (e.g., print, copy, telework successfully
scan, fax)
 Standardizing equipment for
 This equipment would be a growing number of
paid for and maintained by potential teleworkers will
the government, but housed reduce costs and enable
at the employee’s telework better technical support
location

Overall Plan Summary: The provision of peripheral equipment to employees would enable teleworkers to have a home office
that is more similar to the office location, thus making the overall environment more conducive to accomplishing work tasks.
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Modern collaboration tools accelerate communications within the
organization and provide improved team communications
regardless of team members location
Enhanced Tools For Collaboration – Agencies would utilize available tools to collaborate and communicate
with employees, regardless of their location
Description Benefits to Telework Risks Mitigation Strategies
 Agencies would identify  Employees would be better  There may be costs associated  Due to the benefit to the
tools dedicated to able to communicate with with purchasing/upgrading entire organization, funding
collaboration and each other, regardless of software to accommodate such may be available because of
communication (e.g., VoIP, their location tools collaboration’s direct benefit
NetMeeting) to mission support
 Many collaboration tools are  Employees may need training
– Six organizations are available as part of software on making effective use of  Training could be provided to
currently using one or packages that could be tools employees and managers to
more of these tools,
and an additional utilized by the entire ensure understanding of how
organization  A culture shift may be required to best utilize collaboration/
organization is in many organizations to
reviewing options for communication tools
 Many collaboration and incorporate use of these tools
using them
communication tools may into regular office activities  Change management
 Agencies would provide already be available within (e.g., meetings) and to techniques, such as
guidance and/or funding to an organization due to the recognize the need for increased communication,
allow teleworkers to make presence of mobile workers managers to practice telework- solicitation of feedback, and
use of these tools. friendly policies training, could be utilized to
shift organizational/cultural
beliefs

Overall Plan Summary: Enhancing remote collaboration and communication would enable employees to function outside the
office as well as inside the office. Training and communication around new tools would be required.

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Because of the size of files shared within the organization support
for broadband communications for teleworkers is important
Agency financial support for broadband Internet connection – Agencies would provide partial or complete
funding for broadband Internet connection that would support the teleworker’s home office
Description Benefits to Telework Risks Mitigation Strategies
 Agency would provide  Broadband (e.g., Cable  Due to a lack of budget  Incorporating telework costs
financial support for modem or DSL) provides a planning, funding may not be into overall enterprise
broadband Internet more reliable, faster Internet available to devote to telework- budgeting may make this
connection connection than dial-up related costs process easier/more
– At least one component affordable
– According to the  Broadband Internet connection
of an agency in the Teleworker Survey data, may not be available in all  A phased approach/rollout
study provides 86% of teleworkers say
reimbursement for areas, thus causing an may make the process more
a “Fast, reliable network inequitable situation manageable
teleworkers’ Internet connection” is
connections necessary, but only  Agencies could prioritize who
69.4% indicated that would receive broadband
 This support could be such a connection is
accomplished through available support first (e.g., those who
reimbursement to telework most frequently)
employees or through  Employees would be better
agreements with providers positioned to share files,
to allow teleworkers access agency systems, and
discounted rates collaborate with co-workers
in a timely manner

Overall Plan Summary: Reimbursing for, or providing, broadband Internet connection to employees would allow employees to
perform work tasks closer to the way they would be performed in the office.

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While teleworkers receive technical training, this training is not
focused on the special needs of teleworkers
Enhanced technical telework training – Training designed specifically to cover the technical issues related
to telework, such as installation, use and maintenance of telework equipment, use of telework services,
security of equipment and information, and remote connection to the agency.
Description Benefits to Telework Risks Mitigation Strategies
 Agency would identify  A common understanding of  Agency would need to invest  Training efficiencies may be
primary technical aspects of telework tools and time and financial resources realized if some existing IT
telework and determine procedures could enhance for training development training content can be used
topics appropriate for enterprise efforts to for telework training (e.g.,
training and target standardize procedures and  Ongoing efforts to manage and remote access, data
populations protect agency information coordinate training delivery security)
would be necessary
 Agency would develop  Better trained staff to provide  A phased approach to
training content and deliver technical support for  In general, the technical needs implementing telework
training, including refresher teleworkers could minimize of teleworkers tend to given a technology training could
training as appropriate work time lost due to low priority make the costs more
– Help Desk Training technical problems manageable
might cover critical  Enhanced proficiency in use  Integration of telework
issues for supporting
teleworkers of technologies could enable technology considerations
teleworkers to perform more into overall enterprise
– Teleworker Training
of their job tasks remotely planning would highlight the
might cover equipment, importance of telework
services, security, and – Over one-third of
remote access teleworkers surveyed technology training
indicated that they have
not received any
telework technology
training

Overall Plan Assessment: This plan may work for many agencies, given the option to start small and build the telework
technology training offerings over time, combined with the fact that increased user competence benefits the agency.
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To keep teleworkers productive, technical support needs to be
designed so teleworker technical problems can be resolved quickly
Technical support specific to telework – Agency would provide knowledgeable technical support (e.g., help
desk) to help solve technical problems experienced by teleworkers
Description Benefits to Telework Risks Mitigation Strategies
 Agency would identify  More targeted identification  Agency would need to invest  A phased approach to
primary technical support and training on telework time and financial resources to implementing telework
needs of teleworkers issues will improve technical improve technical support for technology training could
support personnel teleworkers make the costs more
 Agency would ensure that proficiency at addressing manageable and tie in with
technical support personnel telework issues  Lack of standardized telework other plans to increase
are knowledgeable about equipment limits the extent to equipment standardization
the teleworker technical  Improved ability to support which technical support staff
environment, providing telework issues will help build are able to solve teleworkers’  Integration of telework
training as needed technical support staff technical problems technology considerations
proficiency in other issues into overall enterprise
 Technical staff’s specific related to remote access  In general, agencies have not planning would highlight the
knowledge of telework been proactive or given a high importance of technical
issues varies by agency  Improved technical support priority to specifically support for telework
for teleworkers could addressing the technical needs
minimize work time lost due of teleworkers
to technical problems
– Almost 20% of
teleworkers surveyed
indicate that available
technical support
provides limited or no
assistance for telework

Overall Plan Assessment: As other aspects of telework architecture and home office equipment are enhanced, improving the
skills of technical support staff will be a logical and necessary next step.

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Remote access to the organization’s applications and
administrative functions is important for effective telework
Greater remote access to agency applications and information – Agency enhances its applications and
infrastructure to allow teleworkers to access agency-based tools, applications, and information
Description Benefits to Telework Risks Mitigation Strategies
 Agency identifies aspects of  Greater access to agency  Enhancements to agency  A phased approach to
the infrastructure and design applications and information infrastructure and applications enhancing agency
of applications that can be would allow teleworkers to can be time- and resource- infrastructure and
enhanced to enable greater perform job tasks that intensive applications could make the
remote access, such as: previously could only be costs more manageable
performed in the office  Some additional security (e.g., begin with basic
– Automating
concerns are associated with administrative applications)
administrative processes  Making administrative allowing greater remote
(e.g., email, time and
attendance, travel) functions available access to agency applications  Agency is likely to be
electronically and giving and information amenable to the plan in
– Moving organization applications standard web general - making agency
applications to a web interfaces benefits the applications and information
interface
organization overall securely available via
– Use of SSL VPNs, for remote access is part of an
greater remote access  Greater ability to perform job overall technical
from any Web browser functions regardless of modernization that most
location may allow a agencies are already
 Most agencies currently broader range of employees
provide remote access to embracing
to have the option to
some applications and are telework
working to expand their
remote access offerings

Overall Plan Assessment: Most agencies are already in the process of modernizing to make information available remotely and
the speed their ongoing progress will depend largely on the agency’s vision for its information technology capabilities

25
By providing effective security mechanisms for protecting agency
data, teleworkers are able to perform more job functions at home
Integration of security solutions into enterprise access applications – Agency implements security tools,
configurations and policies seamlessly into the overall technology infrastructure
Description Benefits to Telework Risks Mitigation Strategies
 Security configurations and  Enhanced security solution  Security enhancements to  A phased approach to
policies are integrated into for remote access to agency agency infrastructure can be enhancing enterprise
enterprise access solutions information could allow time- and resource-intensive security solutions could
and applications, such as: teleworkers to perform more make the costs more
– Firewalls of their job tasks remotely  If inadequate security manageable
capabilities are planned from
– Secure authentication
 Ability to perform more job the start then telework  Agency is likely to be
– Intrusion detection
tasks may allow a broader deployment can be delayed by amenable to the plan overall
– Multi-level security range of employees to have lack of adequate security in the - enhancing enterprise
– Encryption the option to telework home office security solutions is part of
an overall technical
 A complete security solution  Enhanced data security  Lack of consideration for modernization that most
can be provided for secure could alleviate some telework issues may result in agencies are already
transmission and protection management concerns about an enterprise security solution embracing
of data the technical risks related to that is not as comprehensive or
telework beneficial to telework and  Integration of telework
– All agencies use some
remote access as it could be technology considerations
security solutions into overall enterprise
(primarily firewalls and
secure authentication) planning would highlight the
importance of enhanced IT
– However, these
security for telework
solutions may not be
integrated with the
overall enterprise
access applications

Overall Plan Assessment: Federal organizations need to consider telework security issues at the start, so telework is not
delayed until security capabilities are adequate for teleworker’s home office
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Table Of Contents

 Introduction
 Methodology
 Status of Telework
 Plans for Expanding Telework Infrastructure
 Findings & Conclusions

27
Fully implementing each telework plan will have different
associated costs and impacts, as depicted in the graph below
High

Broadband
Budget Allocation Purchase

Improved Security Solutions

Peripheral Purchase

Improved Remote
Access
Laptop Purchase
Cost

Telework Pilot
Enhanced Technical Training

Enhanced Technical Support

Collaboration/Communication Tools
Low

Low High
Impact
Legend
Program Management

Home Office

Phased implementation of the plans will reduce the cost, Services

but may also result in reduced impact Enterprise

28
Considering the potential cost and impact of each plan can help
agencies prioritize based on their needs and available resources
 Most plans associated with the Home Office and Services categories are rated as high impact,
indicating that better equipment and services would greatly benefit teleworkers

 The majority of the plans are likely to provide a good return on investment since only one
(Enhanced Technical Support) is located in the quadrant of low impact

 Both plans related to Enterprise are associated with medium to high cost
– The high cost is mainly because they involve enhancing the overall infrastructure
– However, these enhancements will produce benefits beyond telework, in areas such as
improved remote access capabilities and enhanced enterprise security

 Both plans involving Program Management are rated as having a higher than average impact
– This is consistent with the idea that better management is always beneficial to programs
– Also, these particular plans (Telework Pilot and Budget Allocation) may also help influence
the cultural shift required for full telework support in many agencies

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Implementing many of these plans will directly respond to the
stated needs of teleworkers
 According to the survey approximately 88% of teleworkers use or would like to use a laptop, while only 74%
of laptops are fully funded or provided by the government

 Fast, reliable network connections and fast connections to agency applications are at the forefront of
teleworkers’ needs and could be addressed by several of the telework plans
– The majority of teleworkers (86%) indicated that a broadband connection is necessary, while only 69%
indicated it is available
– Similar percentages exist for a fast connection to agency applications (87% indicated it is necessary,
versus 73% indicated it was available)

 Teleworkers are trained primarily on data security issues, and less on operations and maintenance of
telework equipment and services, which could be changed by offering more technical training

 When asked what additional equipment or services would enable employees to telework more successfully,
the top two responses were tied directly to the telework plans
– Peripheral equipment was cited by 24% of respondents
– Broadband access was cited by 18% of respondents

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Overall, agencies should adopt a more proactive position to more
fully address telework needs while enhancing strategic IT planning
 At this time, telework programs in most organizations are evolving slowly, as technology trends and
modernization create an infrastructure more conducive to remote work

 Telework programs are growing more quickly in isolated organizational components that tend to share
several attributes
– Management is supportive of the program
– Structured policies and procedures have been developed for telework
– Possible provision of equipment and services for telework has been carefully considered

 Several common strategies have emerged for mitigating the potential risks of enhancing telework technology
infrastructure, as described in this report
– Plan for expenditures by developing a more detailed and long-term telework budget
– Consider implementing technology enhancement plans in phases to manage costs and enable evaluation
and course correction – but understand that impact may be reduced

 Achieving a successful telework program requires only a few enhancements: comprehensive planning and
coordination, technical and managerial support, and a basic set of equipment and services for teleworkers

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