August 2011 FMHAC Telework Optimization Pilot

FMHAC FAS Telework
Telework Optimization Pilot (TOP)
August 2011
FMHAC Telework Optimization Pilot
FMHAC Hoteling
FMHAC Telework Plan
11 1
and Challenges
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 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 TOP
• Improvement in performance measures
• Zero telecommuting footprint
• Increased employee morale
• Better work life balance
• Maintain excellent customer service
Work 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
Communications & Collaboration
• 100 % participation in Google Chat
• Collaborate in Lotus Connections
• Utilize Google Docs
• Google Calendar
• Dedicated bridge lines per group
• VoIP Softphones or Blackberry
New Employees/Interns
• Encouraged to participate in TOP
• Mentoring Group
• Communication plan developed with coach
TOP 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
Engagement Plan
• Monthly in-person mandatory meetings
• Weekly BMD and Acquisition meetings
• Bi-weekly CS&P Branch meetings (
– Weekly Procurement Scholar
– Acquisition Training
• Weekly Directors Staff meeting
• Weekly TOP overview with managers
• Bi-weekly Mentoring meetings
• Carbon Footprint reduction
• Communication/Collaboration
• Performance Measures
• Internal and External Stakeholder input
Unique 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 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
• Intermittent problems with FSS Online
• Current IT Policy for Telework restricts IT
equipment that can be for home-office
Steps 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 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 Success
Next 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
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.
Hoteling/Telework Successes
Pac Bell
Sage Research
Merrill Lynch
Anderson Consulting
The Texas Workforce
Commission Appeals
Georgia Power
The Canadian
Ernst & Young
Current 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
• Double and triple-use spaces
• Secured Storage
Hoteling Risks
• Resource Issues
• Space Demand Issues
• Territory/Boundary Issues
• Resistance to Change
• Lack of Home Base
• Shared Office Issues
• Lack of Personal Identity
Best Practices –
10 Tips from the Canadian Government
Do Your Homework
Assemble the Right Players
Set Objectives
Conduct a Work Flow Analysis
Build in Spatial Flexibility
Don’t Scrimp on Technology
Rethink Your Telephone System
Training and Communications are Essential
Prepare for Problems
Fine-Tune Over Time
Best Practices –
10 Tips from Facility Innovations
(Hoteling Software Designers)
Recognize the Sacrifice of Employees
Implement Hoteling as Part of Broader Goals and Initiatives
Plan for Peak, Rather than Average, Demand
Benchmark Your Service Quality
Treat problems as opportunities to demonstrate Service Quality
Organize your office before implementing Hoteling
Have a method for accommodating extremely short visits
There is no substitute for daily walk-about checks
Enlist the assistance of your administrative staff
Never forget you are a service to the participating employees
Current 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
Option 2: Space for 12 or greater
Option 3: Space for less than 8 –
rework schedule to distribute
demand (aggressive)
Estimated 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
What space would meet our
• 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
Managers Offices
• Director/Deputy share (Main building)
• Two Branch Chiefs share (Bldg 6)
• Two Section Chiefs share (Bldg 6)
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
• 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
How should we share cubicles
among government employees?
Option 2
– Sign up for cubicles as needed (Structured sign up
• 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
» In office days and sharing
Decision: 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”
Hoteling 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
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
Hoteling 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
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
Hoteling 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
Hoteling 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
Issues that had to be overcome
• D series and E series computers (Docking
• All employee in office day
– Overflow Capability in Conference Rooms
– Specific protocol
– Quarterly offsite meetings
• Storage in cubicles
• Parking near the Building (GS-13’s and
Space that was no longer be needed
for the FMHAC:
• Room 1186
• Room 1193
• Room 1187
• Room 1161 (one office)
• 2nd Floor Cubicles
Continued Monitoring with Culture Sheets
• Did any problems arise this week regarding Telework or
• 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

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