FMHAC FAS Telework FMHAC FAS Telework Telework Optimization Pilot (TOP)

August 2011

FMHAC Telework Optimization Pilot

FMHAC Hoteling

FMHAC Telework Plan

1

2

FAS Overview5

1

1

1 1 Successes and Challenges

Agenda Agenda

FAS Overview Telework Optimization Pilot

FAS Overview Telework Optimization Pilot

• Ninety-day pilot began in June 2010 and ended in

September 2010

• Extended for 9 additional months thru June 2011

• FMHAC expanded telework now permanent with

annual review

• Voluntary telework up to five days per week

FMHAC OverviewFMHAC Overview

• FMHAC TOP Current Participants (29)

– 26 Government Employees

– 3 Contract Employees

• Days of Telework (Government)

– 0-2 Days (3) (12%)

– 3 Days (2) (8%)

– 4-5 Days (20) (80%)

Goals of FMHAC TOPGoals of FMHAC TOP

• Improvement in performance measures

• Zero telecommuting footprint

• Increased employee morale

• Better work life balance

• Maintain excellent customer service

Work Schedules - FMHACWork Schedules - FMHAC

• 1 to 5 days of telework

• 8 hour per day schedule

• Mandatory in-person once a month meeting

• Office attendance required for other meetings

• 100 % participation in Google Chat

• Collaborate in Lotus Connections

• Utilize Google Docs

• Google Calendar

• Meeting.gsa.gov

• Dedicated bridge lines per group

• VoIP Softphones or Blackberry

Communications & Collaboration FMHAC

Communications & Collaboration FMHAC

New Employees/InternsNew Employees/Interns

• Encouraged to participate in TOP

• Mentoring Group

• Communication plan developed with coach

TOP PerformanceTOP Performance

• Performance measures monitored (weekly/monthly)

– Aligned with employee APPAS

• Work Plans submitted each day by employee

• Work Accomplishments submitted at end of day

• Contractors complete productivity reports

• Performance has met or exceeded measures to

date

Engagement PlanEngagement Plan

• Monthly in-person mandatory meetings

• Weekly BMD and Acquisition meetings

• Bi-weekly CS&P Branch meetings (meeting.gsa.gov)

– Weekly Procurement Scholar

– Acquisition Training

• Weekly Directors Staff meeting

• Weekly TOP overview with managers

• Bi-weekly Mentoring meetings

EvaluationEvaluation

• Carbon Footprint reduction

• Communication/Collaboration

• Performance Measures

• Internal and External Stakeholder input

Unique to FMHACUnique to FMHAC

• North/South Lunch

• 90 day fitness challenge

• Carbon Footprint Calculator

• Carbon Footprint Tracking

• Carbon Offset Charity (America’s Portfolio)

• Weekly Culture Sheet

Success of PilotSuccess of Pilot

• Cycle time for offers – – 69.8 days (baseline) – 55.4 days (current)

• Cycle time for modifications– 9.4 (baseline) – 7.8 (current)

• % of CORS files processed within 5 days – 77.5% (baseline) – 94.2% (current)

• 396 calls in BMD answered within 24 hours during pilot– 0 calls unanswered

• 52% reduction of sick leave utilization during pilot

ChallengesChallenges

• Intermittent problems with FSS Online

• Current IT Policy for Telework restricts IT

equipment that can be for home-office

Steps for SuccessSteps for Success

1.  Management buy in of telework at all levels in an organization is

essential  (up and down)

2.  Communication and buy-in from the Union is critical.

3. Manage telework as you would any key program in your area 

4.  Equal use of collaboration tools by managers and employees

(training on tools is essential)

5.  Success or failure of the program is in the hands of the

employees with the support of management

6.  Share results of performance metrics regularly 

7.  Find stimulating ways to keep the culture maintained 

Associate FeedbackAssociate Feedback

“Being in the office twice this week, I realized how well

we are working from home. It was practically the same.

It has become the way we do business. People are truly

treating their home as their office.”

Telework was a SuccessNext Step – Office HotelingTelework was a SuccessNext Step – Office Hoteling

• TOP was successful and will continue

• Need to reduce rentable space– Reduction of Carbon Footprint– Good Business Sense/Cost Savings

• Maximize space utilization– Changing our mindset

• Your home office is becoming The Office

17

What is Office Hoteling?What is Office Hoteling?

• Hoteling, as the name implies, is the use of non-designated offices by employees who are off-site on a regular basis. Hotel offices are reserved by employees as-required and both are equipped with the appropriate technology to conduct business.

18

Hoteling/Telework SuccessesHoteling/Telework Successes

19

• AT&T

• IBM

• Pac Bell

• Sage Research

• Merrill Lynch

• Anderson Consulting

• The Texas Workforce Commission Appeals Department

• Georgia Power

• Nortel

• The Canadian Government

• Ernst & Young

Current Trends in HotelingCurrent Trends in Hoteling

• Open space with cubicles who average office space ranges from 100 sf to 150 sf

• Models Call Center space• Informal drop-in/brainstorming areas• Software Support: Electronic reservation,

management, and tracking• Space usage based on need rather than

position• Double and triple-use spaces• Secured Storage

20

Hoteling RisksHoteling Risks

• Resource Issues

• Territory/Boundary Issues

• Lack of Home Base

• Lack of Personal Identity

21

• Space Demand Issues

• Resistance to Change

• Shared Office Issues

Best Practices – 10 Tips from the Canadian GovernmentBest Practices – 10 Tips from the Canadian Government

1. Do Your Homework

2. Assemble the Right Players

3. Set Objectives

4. Conduct a Work Flow Analysis

5. Build in Spatial Flexibility

6. Don’t Scrimp on Technology

7. Rethink Your Telephone System

8. Training and Communications are Essential

9. Prepare for Problems

10. Fine-Tune Over Time

22

Best Practices – 10 Tips from Facility Innovations (Hoteling Software Designers)

Best Practices – 10 Tips from Facility Innovations (Hoteling Software Designers)

1. Recognize the Sacrifice of Employees

2. Implement Hoteling as Part of Broader Goals and Initiatives

3. Plan for Peak, Rather than Average, Demand

4. Benchmark Your Service Quality

5. Treat problems as opportunities to demonstrate Service Quality

6. Organize your office before implementing Hoteling

7. Have a method for accommodating extremely short visits

8. There is no substitute for daily walk-about checks

9. Enlist the assistance of your administrative staff

10. Never forget you are a service to the participating employees

23

Current CFMH Telework Schedule &Analysis of Our Current SituationCurrent CFMH Telework Schedule &Analysis of Our Current Situation

88% of our Current Government Workforce Telework 4 or more days per week

Max Days: Tuesday & Wednesday Max Number of People: 8 (5 Govt. +

3 Contractors)

Option 1: Space for 8 (best estimate)

Option 2: Space for 12 or greater (conservative)

Option 3: Space for less than 8 – rework schedule to distribute demand (aggressive)

24

Estimated FMHAC Space NeedEstimated FMHAC Space Need

• Based on Industry Research:

– Maximum office space (excluding break area and work room area) 3,750 sq ft

– Minimum office space (excluding break area and work room) 2,300 sq ft

25

What space would meet our needs?What space would meet our needs?• Building 6 (3,330 Sq Ft) plus basement storage area

conference room (300 Sq Ft) = 3,630– 3,630 Sq Ft (rentable) falls between range above

• 11 cubicles (9) 8x8’s + (2) 8x6.5 (Government employees) (1 can be an overflow cubicle)

• 2 reception area cubicles (contract employees)• 2 offices in Bldg 6 plus 1 Director’s office/reception

area in main building (Managers)• 1 large conference room (Wireless Capability)• 1 smaller conference room (Basement) (Wireless

Capability)

26

Managers OfficesManagers Offices

• Director/Deputy share (Main building)

• Two Branch Chiefs share (Bldg 6)

• Two Section Chiefs share (Bldg 6)

27

How should we share cubicles among government employees?How should we share cubicles among government employees?

• Option 1– Employees can pick a cubicle partner to share with

or can be assigned one (Based on type of computers)• Cubicles can be numbered and a number can be

pulled for each employee grouping– Benefits

» Feeling of ownership» More permanent type arrangement

– Negatives» Maintain harmonious relationship with

cubicle partner» In office days and sharing

28

How should we share cubicles among government employees?How should we share cubicles among government employees?

• Option 2– Sign up for cubicles as needed (Structured sign up

program)• Employees would sign up based on a master plan (Plan

administered and monitored)– Benefits

» Not have to share with one cubicle partner– Negatives

» You would not have ownership of just one cubicle» You could be working from different cubicles each

time» Sign up would require administration and

monitoring» In office days and sharing

29

Decision: Hybrid ArrangementDecision: Hybrid Arrangement

Employees pick a cubicle partner to share with or will be assigned one (Based on type of computers) Cubicles can be numbered and a number can be pulled

for each employee grouping

• If a pair of employees will be in the office the same day one can reserve/arrange to use an unoccupied cube Must get permission from the other cube “owners” Must follow the agreed upon Hoteling Protocols Must follow any additional “rules” or “pet peeves”

posted by the cube “owners”

30

Hoteling ProtocolsHoteling Protocols

• Step 1: Identify Boundaries • Each person will get one overhead bin, one horizontal filing

drawer, and the three drawer filing cabinet will need to be shared between partners and determined by them how it will be divided unless a three drawer filing cabinet is required for each partner

• Each pair will be given a set of keys to secure their assigned space

• Employees are not allowed to open/use their partner's space for any reason unless you get permission from them

• All sensitive information will be filed in the employees assigned bin or drawer

• All wall space shall be divided 50/50 • In the event that the cube space shall be shared and no other

cubes are available, cube partners shall discuss an occupancy agreement between themselves

31

Hoteling ProtocolsHoteling Protocols

• Step 2: Occupying Another Pair’s space • Identify cube partners and telework schedule that accompany

each partner. • This list will identify who will be in the office so in the event you

and your cube partner will be in on the same day, there should be a readily available list showing who you can contact to borrow their space

• Alternative cube arrangements should be made a minimum of 24 hours in advance and both cube partners should be contacted so that all parties are aware of the cube occupancy

32

Hoteling ProtocolsHoteling Protocols

• Step 3: Identify Minimum Cleanliness Protocol • Each desk shall be supplied with Clorox wipes which will be used

to wipe down desks at the end of each day • Each desk shall be clear of paperwork, notes, contracts and debris

at the end of each day • All sensitive information shall be locked in personal filing space at

the end of each day • All cube lights shall be turned off at the end of each day • All food or Tupperware shall be taken home at the end of each day

33

Hoteling ProtocolsHoteling Protocols

• Step 4: Identify Personal Preferences • Each cube pair will be entitled to posting a list of Personal

Preferences in their cube • This list can include any irritations, allergies, or various

preferences or irritations • Personal Preferences Lists shall be respected when an employee

occupies a space other than their own

34

Issues that had to be overcomeIssues that had to be overcome

• D series and E series computers (Docking capabilities)

• All employee in office day– Overflow Capability in Conference Rooms– Specific protocol– Quarterly offsite meetings

• VOIP • Storage in cubicles• Parking near the Building (GS-13’s and

above)

35

Space that was no longer be needed for the FMHAC:Space that was no longer be needed for the FMHAC:

• Room 1186

• Room 1193

• Room 1187

• Room 1161 (one office)

• 2nd Floor Cubicles

36

Continued Monitoring with Culture SheetsContinued Monitoring with Culture Sheets

• Did any problems arise this week regarding Telework or Hoteling?

• When coming into the office this week/month, were you able to work as effectively as before we started Hoteling? Yes/No If no, please explain.

Address Issues that Arise / Adjust the Plan

37