2010 ASAE techconfmobileworkforcefinal

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  1. 2010 Technology Conference & Expo The Effective Mobile Workforce A Snowmaggedon Success Story December 14, 2010 4:15 - 5:30pm 2. Who We Are…
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  • 1. 2010 Technology Conference & Expo The Effective Mobile Workforce A Snowmaggedon Success Story December 14, 2010 4:15 - 5:30pm
  • 2. Who We Are <ul><li>Robert Smith </li></ul><ul><li>President </li></ul><ul><li>NetSmith Services LLC </li></ul>Dayna Fellows President WorkLife Performance, Inc Adam Parnes Manager, Employee Communications Development NRECA
  • 3. Session Goals <ul><li>Identify the business drivers for a flexible workplace, for operational, human resource, and member service benefits </li></ul><ul><li>Walk through the keys to success in designing and implementing a members-centric policy and technology infrastructure for telework </li></ul><ul><li>Gain an understanding of how IT and HR must collaborate strategically and operationally, to meet the mobile workforce needs of the various departments that are servicing the members of an association </li></ul><ul><li>Showcase NRECA’s success – and connect their process and success to your needs </li></ul>
  • 4. Adam Parnes An Association Experience
  • 5. About NRECA <ul><li>National Rural Electric Cooperative Association </li></ul><ul><li>Represents the national interest of cooperative electric utilities and the consumers they serve </li></ul><ul><ul><li>900 member cooperatives serving 42 million people in 47 states </li></ul></ul><ul><li>Founded in 1942 </li></ul><ul><li>Headquarters in Arlington, Virginia with an office in Lincoln, Nebraska </li></ul><ul><li>730 employees </li></ul>
  • 6. NRECA’s Vision A Business Strategy for Continuity of Operations and Enhanced Member Service
  • 7. What NRECA Set Out to Achieve <ul><li>To be increasingly competitive as an employer </li></ul><ul><li>To have solid policies and procedures that ensure </li></ul><ul><ul><li>Consistency </li></ul></ul><ul><ul><li>Equitable use </li></ul></ul><ul><ul><li>Smart decisions on eligibility </li></ul></ul><ul><ul><li>Strong performance management </li></ul></ul><ul><ul><li>Clear administration, metrics, & reporting </li></ul></ul><ul><li>To assure the appropriate tools, technology, security, and support are available and used </li></ul><ul><li>To deliver clear, consistent, superior quality to members </li></ul><ul><li>To demonstrate NRECA’s commitment to energy conservation </li></ul>
  • 8. NRECA: HR Project <ul><li>Goal Statement: “Develop recommendations and an action plan for expanding and institutionalizing flexible scheduling options” </li></ul><ul><li>Consultant: WorkLife Performance, Inc. </li></ul>
  • 9. Dayna Fellows
  • 10. Telework - 10 Success Factors <ul><li>Determine your business drivers, for senior management sponsorship </li></ul><ul><li>Form the team: HR, IT, Policy/Legal, Administration </li></ul><ul><li>Gather data – internal, external </li></ul><ul><ul><li>Surveys </li></ul></ul><ul><ul><li>Benchmarking </li></ul></ul><ul><ul><li>Organizational environment, culture </li></ul></ul>
  • 11. NRECA: Targeted Business Drivers <ul><li>Recruiting </li></ul><ul><li>Retention </li></ul><ul><li>Productivity and Member Service </li></ul><ul><li>Results-focused Culture </li></ul><ul><li>Business Continuity </li></ul><ul><li>Corporate Citizenship </li></ul>
  • 12. NRECA: First Steps <ul><li>Formed the project team </li></ul><ul><ul><li>Vice President HR = Project Champion </li></ul></ul><ul><ul><li>HR, IT, Research </li></ul></ul><ul><li>Identified research methodologies: </li></ul><ul><ul><li>Benchmarked competitive practices </li></ul></ul><ul><ul><li>Surveyed and interviewed employees </li></ul></ul><ul><ul><li>Conducted interviews and focus groups with managers and employees </li></ul></ul><ul><ul><li>Monitored HR Community Listserv </li></ul></ul><ul><ul><li>Reviewed current policies and practices </li></ul></ul><ul><ul><li>Monitored member Listserv </li></ul></ul>
  • 13. Telework Success Factors <ul><li>4. Design the Program / Pilot </li></ul><ul><ul><li>Policy, procedures, metrics, data management, employee engagement </li></ul></ul><ul><li>5. Ensure administrative infrastructure </li></ul><ul><ul><li>Telework Administrative role </li></ul></ul><ul><li>6. Seek straightforward technology solutions </li></ul><ul><ul><li>Equipment analysis to get the job done </li></ul></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Who pays for what </li></ul></ul><ul><ul><li>Help Desk </li></ul></ul>
  • 14. NRECA: Pilot Program Components <ul><li>Created new Policy and Agreement (replaced old guidelines on Working from Home) </li></ul><ul><li>Reviewed, amended, integrated all policies </li></ul><ul><li>Documented procedures </li></ul><ul><ul><li>Eligibility </li></ul></ul><ul><ul><li>Application </li></ul></ul><ul><ul><li>Approval/denial </li></ul></ul>
  • 15. NRECA: IT Considerations <ul><li>Policies in place </li></ul><ul><ul><li>Security </li></ul></ul><ul><ul><li>Equipment </li></ul></ul><ul><ul><li>Remote access </li></ul></ul><ul><ul><li>HIPAA </li></ul></ul><ul><li>Infrastructure in place </li></ul><ul><ul><li>Encryption </li></ul></ul><ul><ul><li>Mobile units </li></ul></ul><ul><ul><li>Access to internal systems </li></ul></ul><ul><ul><li>Phone forwarding </li></ul></ul><ul><li>Strategically evolving practices and procedures, e.g., IM </li></ul>
  • 16. Telework Success Factors <ul><li>7. Strategize communications; deliver clear messages </li></ul><ul><ul><li>Not an entitlement, not guaranteed </li></ul></ul><ul><ul><li>Eligibility </li></ul></ul><ul><ul><li>All decisions are business-based </li></ul></ul><ul><li>8. Offer training and support, especially for managers </li></ul><ul><ul><li>Business drivers </li></ul></ul><ul><ul><li>Performance management </li></ul></ul><ul><ul><li>Team view </li></ul></ul>
  • 17. NRECA: Pilot Program Components <ul><li>Followed careful communications strategy </li></ul><ul><ul><li>Senior management input </li></ul></ul><ul><ul><li>Executive Leadership Team involvement </li></ul></ul><ul><ul><li>Regular evaluation and reporting timeframes </li></ul></ul><ul><li>Delivered mandatory training programs </li></ul><ul><ul><li>6 manager and 12 employee workshops held over 8 months </li></ul></ul><ul><ul><li>Primary focus: </li></ul></ul><ul><ul><ul><li>— Business-based decisions </li></ul></ul></ul><ul><ul><ul><li>— Performance management </li></ul></ul></ul><ul><ul><ul><li>— Seamless member service </li></ul></ul></ul><ul><ul><ul><li>— Ongoing collaboration </li></ul></ul></ul>
  • 18. Telework Program Success Factors <ul><li>Be ready to coach managers and employees </li></ul><ul><ul><li>Ongoing communications, e.g., FAQs </li></ul></ul><ul><ul><li>Connect to performance management and performance appraisal conversations </li></ul></ul><ul><li>Measure, refine, and keep it visible as an organizational strategy </li></ul>
  • 19. NRECA Adapts and Evolves <ul><li>CEO and Senior Management resistance/hesitance </li></ul><ul><li>HRIS time reporting </li></ul><ul><li>Conference call capacity </li></ul><ul><li>Training supply and demand </li></ul><ul><li>Bureaucracy </li></ul><ul><li>Measuring success </li></ul>
  • 20. Rob Smith Small Association Solutions
  • 21. Association Benefits <ul><li>Significant cost savings in office space </li></ul><ul><li>Recruitment/Retention of staff - flexibility benefit vs. other costly benefits </li></ul><ul><li>Cost effective balance of staff and outsourced expertise </li></ul><ul><li>Extending office hours to better service members - but need to manage </li></ul><ul><li>Cost savings applied to new programs </li></ul><ul><li>Continuity of Operations </li></ul>
  • 22. Challenges <ul><li>Bringing the Board on board </li></ul><ul><li>Regular staff communication - in person and virtual </li></ul><ul><li>Performance and “trust centric” management </li></ul><ul><li>Setting organizational expectations for staff and outsourced contractors </li></ul><ul><li>Employing the right technology tools </li></ul>
  • 23. Technology Essentials <ul><li>Staff equipped w. laptop, phone w. VOIP, high speed Internet connection, 4 in 1 printer, and VPN </li></ul><ul><li>Cloud computing/Remote access for staff, outsourced contractors, and volunteer Leadership </li></ul>
  • 24. Virtual Technology Tools <ul><li>Your AMS - Accessible from anywhere </li></ul><ul><li>Voice - Association phone numbers connect callers to staff at remote locations </li></ul><ul><li>Conferencing - multi-party voice conferencing and remote desktop meeting services </li></ul><ul><li>Desktop Management: Sharing documents, project management, and schedules </li></ul><ul><li>Messaging - E-mail and IM </li></ul>
  • 25. The Snowmageddon Story The Winter of 2010 A NRECA Case Study
  • 26. Key Learnings and Recommendations <ul><li>Culture affects acceptance </li></ul><ul><li>Management support is crucial </li></ul><ul><li>Choose the right consultant </li></ul><ul><li>Choose the right metrics to measure success </li></ul>
  • 27. Resources <ul><li>Associations Now Articles (ASAE) </li></ul><ul><ul><li>Remote Patrol, September 2008 </li></ul></ul><ul><ul><li>Virtual Staffing Actual Success, September 2008 </li></ul></ul><ul><li>Executive IdeaLink (ASAE) </li></ul><ul><ul><li>Go Virtual: How One Association Marches on Without an Office, October 2009 </li></ul></ul><ul><ul><li>One Year of Working Virtually, August 2010 </li></ul></ul><ul><li>“ Telework: A Critical Component of Your Total Rewards Strategy,” WorldatWork Press , 2007 </li></ul><ul><li>Running your Organization with Free Software, paper by AssociationCIO, May 2010 </li></ul><ul><li>“Workshifting: The Bottom Line,” TeleworkResearchNetwork.com / Kate Lister / April 2010 </li></ul>
  • 28. Contact Information
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