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Virginia Department of Taxation. Teleworking in a Revenue Agency. Larry Durbin Assistant Commissioner – Customer Relations. Remote Worker Program. TAX Telework Programs. One-Day Program. Remote Worker Program. Began in 2001 with home-based auditors and collectors - PowerPoint PPT Presentation
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Teleworking in a Revenue Agency
Larry Durbin
Assistant Commissioner – Customer Relations
Virginia Department of Taxation
2
TAX Telework Programs
Remote Worker Program One-Day Program
3
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..
4
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
5
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
9
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) [email protected]