United States General Services Administration

Interagency Telework Issues Working Group Subcommittee DRAFT Reports

United States Office of Personnel Management

Leader: Marge Higgins, General Services Administration

Members:

Beverly Brebnor, Department of Commerce
Mallie Burruss, Office of Personnel Management
Brenda Glasgow, Tennessee Valley Authority
Susan Huntley, National Institutes of Health
William Michael, General Services Administration
Ron Patterson, Office of Personnel Management
Helen Straka, Department of Education

Existing Arrangements

OPM and GSA guidance, as well as many agency policies on telework, address the issue of training in the general terms of "training is required/recommended". While there is an overall understanding that training is important to the success of telework arrangements, and a variety of opportunities for training are available, there has to date been little centralized guidance regarding what that training should encompass or "look like".

Areas of Concern with Existing Arrangements

Agencies voiced a variety of concerns with this lack of guidance and coordination in the area of training for telework.

Existing Flexibilities

This lack of guidance and coordination leaves agencies with plenty of flexibility, but little to rely on in terms of a framework on which to build successful telework training and programs.

Possible New Approaches

The goal of this subgroup has been identification of the framework within which training should be developed and implemented, to include key components necessary for success.

The subgroup recognizes:

• that there are two specific segments appropriate to telework training. One addresses policy issues and includes general information, policy updates, and "orientation" to telework. (The telecommuting briefing kit, on OPM's website, provides a good framework for "orientation" to telework, and can be adapted and updated to meet specific agency requirements.) The second involves training for behaviors and may include training in IT applications, performance management, and time management, among many others;
• that within these two segments the appropriate audiences include teleworkers, supervisors, and co-workers;
• the need to address these issues in two phases, to include (1) something available relatively soon / generic but healthy; and (2) something that reflects the work and recommendations of the overall interagency group;
• that, while "orientation" in organization-specific issues related to telework is important at the outset of a program, it becomes less so as telework is &quuot;assimilated" into the "culture" of the organization and people learn from their co-workers and colleagues; and
• that where organizational leaders see telework as important, it is more likely to become a part of the organization rather than an "add-on" and this may be true for the orientation component of "training" as well.

Recommendations

1. OPM and GSA should develop a joint website to "link" information from each and provide a "one stop shop&q uot; for Federal government employees on telework. This website should include --

• general information on telework policy
• web-based telework training resources referenced below
• information on telework centers
• sample telework policy documents
• references and statistics on telework
• "links" to individual agency references
• "links&q uot; to other telework resources
• best practices
• references to the findings and recommendations of the interagency working group

2. OPM should develop web-based telework training and guidance, available through the joint website referenced above, to include --

• General "orientation" to telework, to be used as a standalone package or modified to meet the particular needs of individual agencies/users. This should encompass policy and implementation issues.
• Training resources addressing skills and behaviors, to be used on a standalone basis, incorporated in existing supervisory or employee training, or modified as appropriate to meet the particular needs of individual agencies/users, this training should include --
• Supervisory skills
• general "how to supervise teleworkers"
• communication
• planning
• handling problems
• managing virtual teams
• performance management / managing by results
• General skills for teleworkers and non-teleworking co-workers
• communication
• planning
• handling problems
• being part of a virtual team
• "getting connected" - IT issues
• time management
• "Checklists" on topics such as --
• Getting Ready to Telework
• Telework: What Can You Do? What Can't You Do?
• Is telework right for me?
• IT considerations to be developed in coordination with the CIO Council and address IT requirements, connectivity, security, and maintenance/help desk issues. This checklist could be used as a guideline for agency CIO's in providing IT support.
• Retrieval of federal equipment and supplies at the end of a telework arrangement.

IX. GENERAL, TRAINING, SUPPORT

A. Need to clarify roles of OPM and GSA in Telework: Although GSA and OPM clearly link to each other's telework policy websites, there appears to be confusion regarding which agency has the primary responsibility for telecommuting policy and guidelines, and as a result, our organizations have reviewed and incorporated the guidance from each agency in their telework plans and programs. It would be less confusing to agencies if OPM and GSA would clarify their respective roles in establishing Federal telecommuting policy and initiatives. Also, it would be helpful if a "one-stop" website for telecommuting could be set up. (FROM COMMERCE)

I think we address this issue through the recommendation to establish the joint website.

B. Benefits to Management to Support Telecommuting: Although there is sufficient information and guidance published by GSA and OPM regarding the value of telecommuting to employees and support of family friendly initiatives, there is still much more to be said about its benefits to the employer. To increase general support by agency management of Federal telework initiatives, OPM and GSA should provide more statistics on usage, cost savings or other results, testimonials, and examples of best practices in the Federal or public sector that agency staff can show to top-level management. In today's tight labor market, the availability of telecommuting is an attractive recruitment feature, especially when agencies are trying to fill critical information technology positions or support disability employment initiatives. Telecommuting can be an effective, alternate way of getting work done and should not be only viewed as a family-friendly program initiative. (FROM COMMERCE)

This issue can be addressed through development of the website and inclusion of this type of info. Billy, can you advise how much of this is available?

C. Sample Telework Program Document: It would be very helpful if OPM and GSA would develop a sample telework plan document for Federal agencies to modify or adopt in total, or showcase an agency's plan as a model. This would be in addition to the sample telework agreement and safety checklist currently available from GSA and OPM guidance. (FROM COMMERCE)

I think this is already addressed by the joint website.

D. Telecommuters' Section on GSA website: After logging on to GSA's website, some employees have visited the Federal Telecenter of their choice only to find out that they must first obtain their management's approval to work there. The GSA website contains very useful information about the Federal Telecenters for agencies, but it may be more useful to employees who visit this site to be referred to a "telecommuters section" for the agency-specific information or guidance they need. (FROM COMMERCE)

Ron, is this already contemplated for the website?

E. Operational barriers include organizational resistance to change and managerial/supervisory resistance. There is a need to find ways to make managers more comfortable with managing off-site employees, as well as a need for consistent training, especially in the area of virtual teaming and communication techniques. (FROM EDUCATION)

Appropriately addressed in development of training framework, joint website. Should OPM's initiative, focusing on this particular issue, be highlighted in our recommendations?

F. Clear guidelines also are needed. Because there are so many flexibilities in implementing and operating telework programs among and within various government agencies, a standard government-wide definition for telework that includes specifying the minimum number of days per week or month needed for an employee to be considered telework/telecommuting, would be very helpful in achieving greater uniformity and equity. (FROM EDUCATION)

This issue is being addressed by a separate subgroup.

G. Greater collaboration among Departments/Agencies would create the synergy needed to create first-class programs. (FROM EDUCATION)

The joint website will include the opportunity for this type of collaboration and sharing of information -- correct?

H. Sharing best practices also would be helpful in attaining this goal. (FROM EDUCATION)

See response to G

I. A significant barrier to greater utilization of telework/flexible workplace arrangements is the attitude of the manager and the concern about work being completed. Will the new policy provide opportunities for managers to better understand what benefits exist when staff are on flexible workplace arrangements and how they can monitor the arrangement to insure that work is being done? (FROM HHS)

See response to E

J. The contact and billing information for various metro-area GSA telework sites is posted on the OPM website, but this information does not appear to be very well known. Will the new policy include this information? (FROM HHS)

This should be covered on the joint website.

K. We would like to see more commitment to management and teleworker training. (FROM HHS, EPA)

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