October 21 st TMD Meeting MW-COG/Marriott Telework Update Robert Brown; Telecommuting Advantage Group

Overview of the MW-COG Telework Program Telecommuting Advantage Group Overview Marriott International Case Study AGENDA

MW-COG Telework Assistance Program  Funded by the State of Maryland  Goal: Assist organizations in the State of Maryland to set-up or expand telework programs  Commuter Connections provides information and case-studies  TAG is funded by MW-COG/Commuter Connects as the telework on-call consulting agency  The On-Call program runs through July 1 st, 2010

TAG On-Call Activities  Program investigation Provide case-studies, industry outcomes, company specific data On-line surveys to employees and/or managers Identify what, if any, benefits an organization can realize Organizational structure and culture investigation  Program design Telework policy and agreement Program metrics and ROI Manager workshop design IT requirements Develop a communication plan

TAG On-Call Activities  Program implementation Employee and/or manager workshops IT setup Work Suitability Assessment Employee Suitability Assessment Pilot or full rollout  Program tracking Post-pilot/rollout survey Program modifications Metrics/ROI tracking

TAG’s Focus Area Evolution  Organizational Outcome Focus Organizational culture Organization’s specific benefits, metrics and ROI Organization’s IT readiness and program costs Employee/manager experience and attitudes Obtain Senior Management support, employee benefits  Manager Training and Participation Metrics and ROI integrated into foundation of all programs Understand managers’ experience/concerns with telework Customize “base” manager workshop Include other supporting efforts, (e.g. employee training) Increase managers’ understanding and skill-sets; maximize participation and benefits to the organization

Marriott’s Telework Program Timeline  Original Implementation (Late 1990’s) Initial fundamentals training; (TAG) Telework policy, agreement, information and process Flexwork Intranet Program launched with limited communication plan Proof of concept, employee benefits  Telework Expansion Pilot (Fall of 2008) Policy and agreement review On-line managers’ survey Metrics development Managers’ workshops On-line teleworker training Work and Employee Suitability assessments Increase manager support, participation and ROI

Marriott’s Post-Pilot Survey Flexworkers Impact on Metrics (Strongly Agree)  Talent Management – Employee Retention 83.3% are more satisfied with Marriott 71.4% are saving money  Talent Management – Employee Recruitment 57.1% more likely to recommend Marriott as a great employer  Business Outcomes – Productivity Gains 68.0% start the day sooner 51.7% are more productive Flexworker Challenges (Somewhat Agree)  42.9% experienced challenges with technology at remote site.  33.3% experienced lack of social interaction  Moderate perception that manager’s do not fully support flexwork 4

Marriott’s Telework Next Steps 1.Modify program to address any interaction or remote technology issues 2.Develop metrics around remaining outcomes: A. Talent Management – Recruiting Cost and Reach B. Talent Management – Employee Engagement C. Business Outcomes – Business Continuity D. Business Outcomes – Green Marketing 3.Develop communication plan for employees and managers: A. Outcomes of program for Marriott as well as associates B. Support of senior level management and lead managers C. Availability and purposes of information, documents, training and on-line tools D. Additional resources available to managers and associates 4.Train-the-trainer manager workshops 5.Rollout to Headquarters

Q&A 39 Questions that were put into the “Parking Lot” or that we do not have time to get to today will be collected and answered via in the next few days.

THANK YOU! Robert Brown , 40