2010 ASAE techconfmobileworkforcefinal

2010 Technology Conference & Expo

The Effective Mobile Workforce A Snowmaggedon Success Story

December 14, 20104:15 - 5:30pm

Who We Are

Robert SmithPresidentNetSmith Services LLC

Dayna FellowsPresidentWorkLife Performance, Inc

Adam ParnesManager, Employee Communications DevelopmentNRECA

Session Goals

• Identify the business drivers for a flexible workplace, for operational, human resource, and member service benefits

• Walk through the keys to success in designing and implementing a members-centric policy and technology infrastructure for telework

• Gain an understanding of how IT and HR must collaborate strategically and operationally, to meet the mobile workforce needs of the various departments that are servicing the members of an association

• Showcase NRECA’s success – and connect their process and success to your needs

Adam Parnes

An Association Experience

About NRECA

• National Rural Electric Cooperative Association• Represents the national interest of cooperative

electric utilities and the consumers they serve– 900 member cooperatives serving 42 million people in

47 states• Founded in 1942• Headquarters in Arlington, Virginia with an office

in Lincoln, Nebraska• 730 employees

NRECA’s Vision

A Business Strategy for Continuity of Operations and

EnhancedMember Service

What NRECA Set Out to Achieve

• To be increasingly competitive as an employer• To have solid policies and procedures that ensure

o Consistencyo Equitable useo Smart decisions on eligibilityo Strong performance managemento Clear administration, metrics, & reporting

• To assure the appropriate tools, technology, security, and support are available and used

• To deliver clear, consistent, superior quality to members

• To demonstrate NRECA’s commitment to energy conservation

NRECA: HR Project

• Goal Statement:“Develop recommendations and an action plan for expanding and institutionalizing flexible scheduling options”

• Consultant: WorkLife Performance, Inc.

Dayna Fellows

WorkLife Performance, Inc.WorkLife Performance, Inc.WorkLife Performance, Inc.

Telework - 10 Success Factors

1. Determine your business drivers, for senior management sponsorship

2. Form the team: HR, IT, Policy/Legal, Administration

3. Gather data – internal, external• Surveys• Benchmarking• Organizational environment, culture

NRECA: Targeted Business Drivers

• Recruiting • Retention• Productivity and Member Service• Results-focused Culture• Business Continuity• Corporate Citizenship

NRECA: First Steps

• Formed the project teamo Vice President HR = Project Championo HR, IT, Research

• Identified research methodologies: o Benchmarked competitive practiceso Surveyed and interviewed employeeso Conducted interviews and focus groups with managers and

employeeso Monitored HR Community Listservo Reviewed current policies and practiceso Monitored member Listserv

Telework Success Factors

4. Design the Program / Pilot• Policy, procedures, metrics, data management,

employee engagement5. Ensure administrative infrastructure

• Telework Administrative role6. Seek straightforward technology solutions

• Equipment analysis to get the job done• Security• Who pays for what• Help Desk

NRECA: Pilot Program Components

• Created new Policy and Agreement (replaced old guidelines on Working from Home)

• Reviewed, amended, integrated all policies

• Documented procedureso Eligibilityo Applicationo Approval/denial

NRECA: IT Considerations

• Policies in place– Security– Equipment– Remote access – HIPAA

• Infrastructure in place– Encryption– Mobile units– Access to internal

systems– Phone forwarding

• Strategically evolving practices and procedures, e.g., IM

Telework Success Factors

7. Strategize communications; deliver clear messages• Not an entitlement, not guaranteed• Eligibility• All decisions are business-based

8. Offer training and support, especially for managers• Business drivers• Performance management• Team view

NRECA: Pilot Program Components

• Followed careful communications strategyo Senior management inputo Executive Leadership Team involvemento Regular evaluation and reporting timeframes

• Delivered mandatory training programso 6 manager and 12 employee workshops held

over 8 monthso Primary focus:

— Business-based decisions— Performance management— Seamless member service— Ongoing collaboration

Telework Program Success Factors

9. Be ready to coach managers and employees• Ongoing communications, e.g., FAQs• Connect to performance management and

performance appraisal conversations

10. Measure, refine, and keep it visible as an organizational strategy

NRECA Adapts and Evolves

• CEO and Senior Management resistance/hesitance

• HRIS time reporting

• Conference call capacity

• Training supply and demand

• Bureaucracy

• Measuring success

Rob Smith

Small Association Solutions

Association Benefits

• Significant cost savings in office space• Recruitment/Retention of staff - flexibility

benefit vs. other costly benefits• Cost effective balance of staff and outsourced

expertise• Extending office hours to better service

members - but need to manage• Cost savings applied to new programs• Continuity of Operations

Challenges

• Bringing the Board on board

• Regular staff communication - in person and virtual

• Performance and “trust centric” management

• Setting organizational expectations for staff and outsourced contractors

• Employing the right technology tools

Technology Essentials

• Staff equipped w. laptop, phone w. VOIP, high speed Internet connection, 4 in 1 printer, and VPN

• Cloud computing/Remote access for staff, outsourced contractors, and volunteer Leadership

Virtual Technology Tools

• Your AMS - Accessible from anywhere• Voice - Association phone numbers connect

callers to staff at remote locations• Conferencing - multi-party voice conferencing

and remote desktop meeting services• Desktop Management: Sharing documents,

project management, and schedules• Messaging - E-mail and IM

The Snowmageddon Story

The Winter of 2010A NRECA Case Study

Key Learnings and Recommendations

• Culture affects acceptance

• Management support is crucial

• Choose the right consultant

• Choose the right metrics to measure success

Resources

• Associations Now Articles (ASAE)o Remote Patrol, September 2008o Virtual Staffing Actual Success, September 2008

• Executive IdeaLink (ASAE)o Go Virtual: How One Association Marches on Without an Office,

October 2009o One Year of Working Virtually, August 2010

• “Telework: A Critical Component of Your Total Rewards Strategy,” WorldatWork Press, 2007

• Running your Organization with Free Software, paper by AssociationCIO, May 2010

• “Workshifting: The Bottom Line,” TeleworkResearchNetwork.com / Kate Lister / April 2010

Contact Information