Teleworking in a Revenue Agency

Larry Durbin

Assistant Commissioner – Customer Relations

Virginia Department of Taxation

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TAX Telework Programs

Remote Worker Program One-Day Program

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Remote Worker Program

Began in 2001 with home-based auditors and collectors

Pilot Program implemented late 2006 for Customer Service & Data Capture 14 total (11 CSR’s & 3 Data Capture Operators) new and experienced CSR’s

General Policies State-owned PC provided High Speed Connectivity provided Flexible work hours for CSR’s Periodic in office meeting

Program elevated from Pilot after only 4 months due to positive results

TAX Policies

This is a test..

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Remote Worker ProgramCustomer Service Productivity Results

(After 4 months of pilot implementation)

6

20

8

12

7

4

10

67

5

0

5

10

15

20

25

Correspondence E-Mails Secure Messages Phone Calls Research &Resolution

Telew orkers Average Productivity Per Hour Contact Center Average Productivity Per Hour

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Remote Worker ProgramData Capture Productivity Results

(after 4 months of pilot implementation)

72%

117%

0%

20%

40%

60%

80%

100%

120%

Standard Metric Teleworker Metric

Efficiency Standard

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Remote Worker ProgramClassified Employee Leave Results

Annual Taken

Sick Taken

Family Personal

Taken

Total0.0

50.0

100.0

150.0

200.0

250.0

300.0

Classified Pilot Workers Leave Summary (hours used)from January - March of 2006 & 2007

2006 2007

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Remote Worker Southwest Virginia Expansion for Filing Season 2008

Program expanded to Southwest Virginia where unemployment is higher

Hired 25 customer service reps in Oct. 2007 (year round temporary staff)

Hired 29 Data Capture Operators in Feb. 2008 (seasonal temporary staff)

Meet TAX’s critical needs

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One Day Program

General Policies employees must express interest & be eligible

(75% are eligible) employee-owned PC required or TAX laptop high speed connectivity required for IRMS users at employees

expense telework Agreement must be signed

Management Policies teleworking is not an entitlement business need supersedes telework day

Roll-out Small waves of 50–75 employees in monthly increments from various operational areas employees telework one designated day of the week

TAX Policies

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One-Day ProgramReport from Teleworkers

three to six months after implementation

71%

90% 81% 83%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

IncreasedProductivity

Increasedproducitivity due

to fewerinterruptions

Increased JobSatisfaction

NoCommunication

Problems

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One Day Program Results Report from Managers

six months after implementation

92%

84% 84%

100%96%

52%

32%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

No SecurityConcerns

No IssuesMeasuring

Performance

No ScheduleIssues

No ProblemContacting

Teleworkers

IncreasedMorale among

staff

HigherProductivity

SameProductivity

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Telework in some capacity

(as of 09/23/08)

# of employees

% of TAX workforce

One Day Teleworkers

371 37%

Remote Workers (Richmond, SW

VA)

44 4%

Field Audit & Collections

212 21%

TOTAL 627 62%

TAX Telework Totals

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Citrix Secure Gateway or VPN

Citrix Secure Gateway Permits secure remote access to agency resources Remote access takes place via a secure web interface Provides the ability to insulate our network from any remote computers Available for use from any computer which meets the conditions set forth

by the Remote Access Security Policy VPN

Permits secure remote access to agency resources Available only to users with Agency-owned assets – remote computers

become an extension of the Agency’s network May not be used over wireless networks Allows greater access to applications

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Agency Benefits

Recruitment & Retention

Higher Productivity

Strong Foundation for COOP Planning

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Employee Benefits

MonetarySavings

MoreFlexibility

Increased Morale

IncreasedJob

Satisfaction

Reduced Stress

LessCommute

Time

Employee Benefits

“Being able to telework, especially mid-week, has already helped me to meet deadlines, reduce my stress, and actually gives me something to look forward to”.

“Since I started to telework I find myself thinking that I have the perfect job”.

“I am more relaxed. I feel that I am happier. I hope that in the future this Teleworking opportunity will expand from 1 day to 5 days. Teleworking has great benefits”.

“I'm able to plan out my day. If I need to do a few errands, I can do that and still be able to work my eight hours. I can take a break during lunch and make up the time by working longer in the evening”.

“Teleworking is wonderful. It saves me a great deal of time, gas, and tolls from the commute”

“The extra time I get by not having to commute 90 minutes a day plus the extra 30 minutes of sleep not having to get dressed up, fix my hair etc, before coming to work. This extra personal time is invaluable to me”.

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Environmental Benefits

Less Pollutants

Reduced Consumption

ofFuels

Reduced Traffic

Congestion

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Environmental Impacts and Savings

Program Statistics  One-Day Program

 

Remote Worker

Program (not including field)  

TOTAL Telework Programs

Gallons of Gas Saved Per year   20,160   25,600   45,760

Reduced CO2 emissions per year   258 tons   2100 tons   2,358 tons

Commute miles saved per week   9,851   16,000   25,851

Telework hours per week   2,968   1,760   4,728

             

Individual Statistics  One-Day

Teleworker 

Remote Worker

 

   

Gallons of Gas Saved per person (per year)   64   320  

Average Employee Savings(per year)   $1,125   $5,000.00  

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Lessons Learned

Strong executive commitment essential – at TAX, the leadership team piloted one-day teleworking before agency roll-out

TAX is repository for extremely sensitive and confidential data. Citrix Secure Gateway has been effective protection and there have been no security breaches.

Requires management by results not observation

Not every person is well-suited to telework. Some people lack necessary self-discipline while others require daily, in-person interaction

Teleworking must be approached as a business need, not an employee benefit or right. Better recruitment and retention are valid business needs

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What’s happening in the office?

watching the clocksnoozing

water cooler chit chat parties

showers

social break

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What’s happening at home? "Teleworking! I love it"

“I get more work done, I start working early, I don't need a lot of time for lunch and I find myself working

later”.

“The gas savings is a big incentive for me. I really enjoy getting up, putting my child on the school

bus and getting right into my work”.

“I have really liked not having

to drive anywhere. I have

been using the commute time in the morning to

take the dog on a walk”.

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TAX Telework Programs

For additional information on TAX’s telework programs, please contact:

Robin MackTAX Telework Coordinator

(804) 786-0400robin.mack@tax.virginia.gov