Table Of Contents Introduction Methodology

Recommendations for Enhancement and Expansion of Telework
Analysis Document Task 6 Recommendations for Enhancement and Expansion of Telework April 3, 2006 Booz Allen Hamilton Standard Colors Colors should be used in the color pairs whenever possible. Do not mix and match colors, use pairs together as shown. Black, White and Gray can be used with any of the other colors. Purple Pantone 2765 R 12 G 4 B 79 Green Pantone 357 R 15 G 67 B 24 Blue Pantone 2 88 R 11 G 31 B 101 Pantone Cool Gray 6 R 158 G 158 B 158 Black Red Pantone 485 R 252 G 5 B 14 Yellow Pantone 3965 R 232 G 244 B 4 Aqua Pantone 319 R 126 G 204 B 189 White

Table Of Contents Introduction Methodology
Recommendations for Enhancement and Expansion of Telework Conclusions Appendix A Appendix B

This report provides guidance for implementing recommended plans to enhance and expand agencies’ telework infrastructure This report on Recommendations for Enhancement and Expansion of Telework is the sixth in a series of reports from the Telework Technology Cost Study The overall study has three primary objectives Describe the current telework technology environment Estimate the costs of expanding telework supporting technologies so the infrastructure can support 25% to 50% of the federal workforce teleworking Provide recommendations on how best to expand the telework supporting infrastructure This report builds upon the optional plans for enhancing telework readiness presented in the Task 9 report, adding detailed guidance such as critical steps and best practices for implementing each plan The information in this report will give Federal organizations the understanding needed to identify and prioritize plans for making the technical enhancements required to support an expanded telework program

Information was collected from several sources within sixteen agencies that were chosen to be representative of the entire Federal Government The Booz Allen team conducted interviews, focus groups, and surveys of Chief Information Officer staff, Telework Program Coordinators, Teleworkers, and Managers of Teleworkers, respectively Ten Departments participated in the study: Department of Agriculture  Department of Interior Department of Commerce  Department of Justice Department of Education  Department of Transportation Department of Health and Human Services  Department of the Treasury Department of Housing and Urban Development  Department of Veterans Affairs Five Independent Agencies and one Departmental Component also participated in the study: Equal Employment Opportunity Commission  National Science Foundation General Services Administration  Securities And Exchange Commission National Aeronautics and Space Administration  U. S. Coast Guard (Department of Homeland Security)

This report presents additional guidance for implementing several plans for enhancing telework readiness The Task 9 report concluded that achieving a successful telework program requires only a few enhancements Comprehensive planning and coordination Technical and managerial support A basic set of equipment and services for teleworkers In that same report, ten plans were presented to help agencies enhance their telework technology infrastructures and accordingly, expand their telework programs However, the process of implementing these recommended plans is not a trivial undertaking, and agencies often need more information to appropriately develop and roll out such initiatives To help address those needs, this report builds upon each plan, providing recommendations about the basic steps for implementation and best practices, including success factors, avoidance of common pitfalls, and other critical issues

Data Sources Analysis & Results
Information from multiple sources was combined to develop a detailed roadmap for implementing the telework technology expansion and enhancement plans Data Sources Analysis & Results Surveys of Teleworkers and Managers of Teleworkers Focus Groups with Agency Telework Coordinators Guidance for Implementing Telework Technology Enhancement Plans Interviews with Agency CIO Staff Administered surveys to teleworkers and managers of teleworkers in 14 out of the 16 agencies participating in the study Received valid responses from 6,784 teleworkers and 1,540 managers of teleworkers Collected information about telework technology availability, usage, and performance Conducted focus groups with Telework Program Coordinators and other telework management staff in 15 out of the 16 agencies participating in the study Collected information about telework program history and current state, technology issues, policy issues, and plans for expansion Conducted interviews with CIOs and other IT staff members in 20 organizations (including headquarters offices and/or components of the 16 agencies participating in the study) Collected information about the current status of the telework infrastructure and plans for enhancement Reviewed recommended plans from the Task 9 report, making edits and additions as needed to ensure relevance and comprehensiveness Integrated agency information from the three data sources to identify potential challenges and success factors for plan implementation Reviewed relevant case studies and reports on telework technology and expansion Incorporated Booz Allen understanding of best practices for enhancing technical infrastructure and successfully expanding telework programs Identified key steps, best practices, and other relevant information for each plan

Agency information and industry knowledge were used to develop recommendations for implementing telework technology enhancement plans The Booz Allen team followed a structured process to develop the implementation guidance Reviewed the optional plans for telework technology expansion and enhancement presented in the Task 9 report, adding or revising plans as necessary Reviewed the study’s information to consider how agency telework history and current state might contribute to challenges and success factors for implementing the plans Incorporated Booz Allen expertise and intellectual capital on telework technology and management to determine best practices and other critical factors for implementation Developed basic steps, best practices, and other information for implementing each plan Enhanced Telework Program Management was added to emphasize that a large scale implementation of telework requires management considerations and decisions that may not have been made for smaller scale implementation This report presents an overview of the eleven plans, then provides more detailed guidance about implementing each plan The plans are organized into four categories, listed at the right The four categories are designated in the report by using the color coding presented at the right Program Management Services Home Office Enterprise

Recommended plans to enhance telework fall into four categories: Program Management, Home Office, Services, and Enterprise Telework pilot testing Budget allocation process to proactively plan for and acquire telework technology Enhanced telework program management and evaluation Agency purchase of laptops in computer refresh cycles Agency purchase of peripheral equipment for teleworkers Agency financial support for broadband Internet connection Enhanced technical training for telework stakeholders Technical support specific to telework Enhanced tools for remote collaboration and communication Greater remote access to agency applications and information Integration of security solutions into enterprise access applications Program Management Home Office Services Enterprise Additional recommendations and best practices for implementing each plan are presented in the remainder of this section

Basic Steps to Implementation
Telework pilots help agencies test changes to, or expansion of, its telework programs before deploying agency wide Telework pilot testing (category: Program Management) – Test changes to, or expansion of, the telework program with a specific office, organization, or group, focusing on issues such as program management, efficiencies, and technical details Basic Steps to Implementation Best Practices Step 1: Develop Plan – Define scope and schedule; define objectives; identify resources; determine applicable regulations and guidance; solicit stakeholder support; develop project management plan and budget Step 2: Design Pilot – Define population to be included in pilot; define performance measures; develop and document design of pilot; obtain input from stakeholders and revise as appropriate; prepare detailed plans for designing, acquiring, testing, and training related to any tools needed for the pilot Step 3: Implement Pilot Program – Acquire pilot equipment and services; perform training and prototype testing; communicate regularly with pilot participants to monitor performance and provide assistance as needed Step 4: Evaluate Effectiveness of Pilot – Collect, track, and report information on the pilot’s effectiveness based on applicable performance measures Step 5: Decide on Continuation or Expansion – Refine program; make decision on continuing pilot for further study, expanding pilot to a larger test population, or implementing agency-wide Develop plans, objectives, performance measures, etc., in coordination with stakeholders, such as agency human resources, information technology, and security departments, as well as employees and unions Establish a project management plan, specifying: Performance measurements Project schedule/milestones Project risks and risk mitigation strategy Project budget and allocation of resources Technology requirements (e.g., equipment, services) Plans for transition to an agency-wide program Ensure open, two-way communication with stakeholders at all phases Conduct training for teleworkers and their managers on topics such as remote work processes, communication, job performance accountability/management, use of applicable technology, information security, responsibilities Provide training to support staff Develop detailed policy and operating procedures, including: Telework Approval Process Telework Eligibility Linkage with Continuity of Operations (COOP) Plans Provision of equipment and services Impact on timekeeping, duty station, work hours, etc. Enterprise Services Home Office Program Management

Overview of CPIC Process
Incorporating telework requirements into the overall organization budget would ensure more stable funding of the program Budget Request Process (category: Program Management) – Follow a standardized process to request funding for telework investments, through allocation of discretionary funding, redirection of IT budget, and/or a line item in the agency budget Overview of CPIC Process Best Practices Step 1: Identify Telework Investment – Use available data to baseline the current telework investment; evaluate investment based on telework program objectives, legislative and agency requirements, Chief Information Office (CIO) objectives and overall organizational objectives Step 3: Prioritize Telework Investments – Prioritize potential telework investments against mission and financial impact of implementing appropriate telework policy Step 5: Develop Supporting Materials – Develop concept paper, business case analysis, and/or other documentation as appropriate (e.g., Exhibit 53, Exhibit 300) Step 6: Implement Investment Review Board (IRB) and Portfolio Management – Prioritize business cases against requirements and CIO priorities and determine budget allocations for telework investments Step 7: Submit Exhibit 300s, Exhibit 53, and Conduct Program Management – Ensure telework investments are managed through their life cycle and, as appropriate, through the GAO’s Information Technology Investment Management (ITIM) maturity framework Align budget priorities with organizational strategies and primary work objectives Clearly identify financial and non-financial benefits to telework investments in all supporting materials Follow capital planning and investment control (CPIC) process as appropriate to request funding for enterprise-wide telework initiatives Ensure compliance with all relevant OMB guidance on Exhibit 53 and Exhibit 300 development (e.g., OMB Circular A-11) Ensure compliance with any additional agency-specific CPIC guidance Monitor for periodic OMB and agency-specific updates to capital planning guidance See Appendix A for more details on CPIC Enterprise Services Home Office Program Management

Effective program management is critical to the appropriate and sustainable expansion and enhancement of telework Telework Program Management and Evaluation (category: Program Management) – Develop and implement specific procedures, evaluation criteria, and ongoing improvement initiatives for the telework program Basic Steps to Implementation Best Practices Step 1: Establish Telework Program Objectives – Develop or refine program objectives with linkages to organization initiatives and overall strategic plan Step 2: Develop Management Plan and Budget – Establish a project management plan, specifying performance measurements, project schedule/milestones, project budget and allocation of resources, etc. Step 3: Establish Regular Program Evaluation – Regularly evaluate program effectiveness by soliciting input from teleworkers, managers of teleworkers, technical staff, upper management, and/or other stakeholders Step 4: Revise Program –Using results of program evaluation, modify the telework program as appropriate to make improvements and address evolving needs Organize Telework Advisory Group, including employees, managers, union representatives, technical staff, human resources staff, security staff, etc. Prepare a written Telework agreement for employees and Managers, specifying: Roles and responsibilities Telework approval process Telework eligibility requirements Provision of equipment and services Linkage with continuity of operations (COOP) plans Policies and procedures for timekeeping, duty station, work hours, etc. Define groups with unique telework requirements (e.g., due to specific work requirements, disabilities) and ensure that the correct technology is deployed to accommodate their needs Ensure that work processes and performance requirements for teleworkers are equivalent to those for in-office staff Establish a tracking system to track government equipment and enable reporting of telework participation and other trends Enterprise Services Home Office Program Management

Providing all employees who potentially could telework a laptop computer will make it easier to expand the telework program and will make the organization better prepared for contingency situations Purchase of laptop computers in computer refresh cycles (category: Home Office) – Replace agency desktop computers with laptop computers during normal agency refresh cycles Basic Steps to Implementation Best Practices Step 1: Determine Extent of Laptop Needs – Conduct a needs assessment to determine the types and quantities of laptop equipment and software needed, determine eligibility and priority of potential laptop recipients. Also consider employees who have special computer needs such as those staff who can not carry a laptop or require special computer peripherals. This needs assessment includes any supporting equipment such as laptop carrying cases and power cords Step 2: Evaluate Resources – Determine any lifecycle cost changes due to purchase of laptops instead of desktops; evaluate budget to determine quantity of laptops to be purchased; determine impact on computer support Step 3: Establish Acquisition Schedule – Incorporate laptop purchases into long-range enterprise planning, organized into phases as necessary, to provide laptops to all staff eligible to receive them Step 4: Distribute Laptops – Distribute laptops to employees, focusing on highest priority groups Step 5: Maintain Inventory and Tracking System – Enhance inventory system as needed to track laptops Identify backup and configuration control issues with mobile equipment and put in place appropriate procedures, hardware, and software Incorporate laptop lifecycle costs into organization’s budget Provide standardized but flexible packages of software depending on user requirements, and ensure that agency technical staff load, test, and document any changes to standard computer build and support Provide a docking station and monitor for teleworkers to use in the office to establish a one-computer environment Thoroughly bench-test equipment (e.g., laptops and docking stations) to correct any equipment incompatibility prior to an employee's participation in telework arrangements Arrange a dry run for each participant in using a laptop both at home and in the office prior to beginning telework Consider a phased rollout to make the process more manageable – prioritizing order in which groups will receive equipment (e.g., priority based on telework frequency, work requirements) Provide appropriate carrying cases to protect the computers and the staff carrying them Enterprise Services Home Office Program Management

Employees who telework more frequently need greater access to peripheral equipment such as printers, fax machines, and copiers Agency Purchase Of Peripheral Equipment (category: Home Office) - Purchase peripheral office equipment that would support the teleworker’s home office Basic Steps to Implementation Best Practices Step 1: Determine Peripheral Equipment Needs – Conduct a needs assessment to determine the types and quantities of peripheral equipment needed; determine eligibility and priority of potential recipients of peripherals Step 2: Evaluate Resources – Determine cost of required peripherals; evaluate budget to determine quantity of equipment to be purchased, incorporating phased acquisition if needed Step 3: Establish Acquisition Schedule – Incorporate peripheral equipment purchases into long-range enterprise planning, organized into phases as necessary, to provide equipment to all staff eligible to receive it Step 4: Distribute Peripheral Equipment – Distribute peripheral equipment to employees, focusing first on highest priority equipment and/or employee groups Step 5: Maintain Inventory and Tracking System – Enhance inventory system as needed to track equipment Survey the need for printers and other equipment by telework participants, tailoring equipment provision plans to meet the needs of different groups (e.g., based on telework frequency, work requirements) Incorporate telework costs into overall enterprise budgeting to make peripheral equipment purchases more efficient and perhaps more affordable due to economies of scale Clarify policy and administrative processes for providing IT consumables (e.g., paper, toner, etc.) Consider a phased rollout to make the process more manageable – prioritizing order in which groups will receive equipment (e.g., priority based on telework frequency, work requirements) Enterprise Services Home Office Program Management

Broadband Internet connection is necessary to support the high volume of data teleworkers need to access to perform their work Agency financial support for a broadband Internet connection (category: Services) - Provide partial or complete funding for a broadband Internet connection that would support the teleworker’s home office Basic Steps to Implementation Best Practices Step 1: Determine Broadband Needs – Conduct a needs assessment to determine the number of employees who need broadband; determine eligibility and priority of potential recipients Step 2: Evaluate Resources – Determine cost of required broadband connections; evaluate budget to determine options for support (e.g., full vs. partial reimbursement) Step 3: Establish Acquisition Schedule – Incorporate broadband support into long-range enterprise planning, organized into phases as necessary to ultimately provide broadband support to all staff eligible to receive it Step 4: Deploy Broadband – Provide broadband connections to employees (e.g., initiation of contract, installation guidelines, procedures for reimbursement), focusing on highest priority employee groups in the event of phased acquisition Step 5: Maintain Inventory and Tracking System – Enhance inventory system as needed to track broadband recipients, reimbursement record, etc. Incorporate telework costs into overall enterprise budgeting to make the process more efficient and more affordable Work with major telecommunications carriers to establish government rates to avoid potential billing issues that could arise between consumer class and business class services Investigate the need to establish agreements with multiple vendors to maximize geographical broadband coverage Establish detailed policies and procedures for managing (e.g., acquiring, connecting, maintaining, and disconnecting) multiple broadband vehicles/vendors Provide alternatives, such as the use of telework centers, for teleworkers without broadband access Enterprise Services Home Office Program Management

Technical training will give teleworkers the capability to maintain and operate their telework technology more independently Enhanced technical telework training (category: Services) – Provide training designed specifically to cover the technical issues related to telework, such as installation, use and maintenance of telework equipment, use of telework services, security of equipment and information, and remote connection to the agency. Basic Steps to Implementation Best Practices Step 1: Analyze Training Needs – Specify technical topics that individuals need to understand in order to telework successfully Step 2: Develop Content of Training – Develop detailed information for each topic with guidelines for how it will be conveyed through training Step 3: Design Training Course – Develop course materials and other take-away job aids and customize the course content for the most appropriate format for training delivery (e.g., classroom, computer-based training) Step 4: Implement Training – Schedule and conduct training sessions, soliciting feedback from participants immediately after training and at a later time, if possible Step 5: Evaluate Effectiveness of Training – Analyze participant feedback, identifying extent to which training was used on the job if possible; revise training as appropriate based on evaluation results Ensure open, two-way communication with stakeholders at all phases Include information on telework unique security procedures, such as downloading and storage of information, use of anti-virus software, and general awareness of data security risks Make training mandatory for new teleworkers and provide optional refresher training at appropriate intervals Commit the time and resources required to educate users in basic, IT equipment diagnostics, so as to minimize maintenance/support workload and lost productivity due to technical breakdowns Enterprise Services Home Office Program Management

Technical support staff need to be proficient at resolving teleworker technical problems Technical support specific to telework (category: Services) – Provide knowledgeable technical support staff to help solve technical problems experienced by teleworkers Basic Steps to Implementation Best Practices Step 1: Evaluate Current Technical Support – Determine effectiveness of current technical support for teleworkers’ technical problems or remote access issues Step 2: Identify Areas for Improvement – Specify areas where current technical support is below desired level of service Step 3: Develop Performance Improvement Initiatives – Develop initiatives to help technical support staff improve service to teleworkers, such as training programs, modified work processes, triage of teleworker calls Step 4: Establish Feedback Loop – Establish mechanisms for technical support staff to receive timely feedback on their performance; provide opportunities for staff to address concerns or enhance their capabilities as appropriate based on the feedback Step 5: Revisit Technical Support Effectiveness – Periodically re-evaluate effectiveness of performance improvement initiatives and overall technical support of teleworkers, refining the initiatives as appropriate Ensure open, two-way communication with stakeholders at all phases Provide training specific to troubleshooting problems and providing technical support for remote users Establish call triage procedures or other techniques for quickly routing teleworker calls to appropriate, knowledgeable staff Maintain documentation on telework equipment performance to assist in determining the cause of equipment problems and to identify systemic improvements in configuration and equipment interface Standardize the telework equipment configuration process that will result in greater consistency in settings Establish a protocol that can be easily followed by technicians Develop detailed procedures to address logistical issues associated with maintaining and supporting government equipment remotely Standardize telework environment, where possible, so support staff have a limited number of configurations that they need to master Enterprise Services Home Office Program Management

Modern collaboration tools improve and accelerate communications between team members particularly when team members are in different geographic locations Enhanced tools for collaboration (category: Enterprise)* – Implement an enterprise collaboration solution (e.g., Instant Messaging, cellular phones, Microsoft Windows SharePoint Services) that provides appropriate security and communication functionality to meet the organization’s needs Basic Steps to Implementation Best Practices Step 1: Assess Collaboration Needs – Determine the kinds of communication and collaboration desired that would enhance work processes and communication between teleworking and office-based employees, while maintaining security Step 2: Analyze Available Tools – Identify tools currently in use or available to the agency that could be used to meet agency needs; evaluate each tool’s collaboration capabilities, security mechanisms, and impact on the agency’s telecommunications infrastructure Step 3: Design Collaboration Solution – Select tools that best meet agency objectives; prepare business case and project management plan; prepare detailed plans for designing, acquiring, testing, and training related to selected tools Step 4: Deploy Collaboration Tools – Acquire tools; prepare implementation plan and readiness review; implement collaboration tools; perform testing, training, and transition to operation Step 5: Provide Operational Support – Maintain and enhance the collaboration tools as new requirements emerge, protecting integrity of the enterprise system Thoroughly research features of various tools and evaluate them based on current, emerging, and strategic requirements Leverage GSA government-wide contracts, discounts, and other guidance in selecting and acquiring collaboration tools Put mechanisms, procedures, and software in place that support the effective management of collaboration facilities helping the organization maintain security and perform capacity planning of the IT infrastructure Establish guidelines and train users on effective use of tools, such as: Version control of shared documents Guidelines for the transfer of large amounts of data Guidelines for identifying the most cost-effective solution to meet their requirements when multiple options exist Use change management techniques, such as increased communication and revised work processes to encourage widespread and appropriate use of collaboration tools Periodically review tool capabilities, available services, and user satisfaction to determine whether a change is needed *This plan is categorized as “Home Office” in the Task 9 Report; however, technology experts determined that collaboration tools are more accurately described as enterprise capability than end-user tools. Therefore, Enterprise is the correct category for this plan. Enterprise Services Home Office Program Management

Greater remote access to the organization’s applications will broaden the job activities that can be performed by teleworkers Greater remote access to agency applications and information (category: Enterprise) – Enhance agency applications and infrastructure to allow teleworkers to access agency-based tools, applications, and information Basic Steps to Implementation Best Practices Step 1: Determine Application Access Needs – Consider remote access needs in light of organization strategic plans; prioritize applications to be made accessible remotely; identify associated regulations and guidance Step 2: Develop Requirements – Determine the requirements for application changes (e.g., security, performance); analyze current application environment; identify enhancements needed; validate requirements with stakeholders; develop criteria to evaluate options Step 3: Design Application Solutions – Identify potential application solutions; analyze potential application solutions against evaluation factors; select solution that best meets objectives; design and document application solution; validate design; prepare detailed plans for acquiring, testing, and training related to the solution Step 4: Implement Application Solutions – Acquire solution; prepare implementation plan and readiness review; implement remote access solution; perform testing of solution; perform training and transition to operation Step 5: Provide Operational Support – Maintain and enhance the remote access solution as new requirements emerge, protecting integrity of the enterprise system Employ strong project management which mitigates risk prior to impacting user base (e.g., minimize system downtime) Identify personnel needed to support implementation of security solution, providing the necessary training and system knowledge capable of fully maintaining and enhancing the security solutions as part of the overall system Ensure open, two-way communication with stakeholders at all phases Evaluate full range of application options (e.g., GOTS, COTS, custom), considering variables such as Integration with Microsoft Domain Public Key technology enabled E-Authentication Enabled Web based or FAT client based Existence of portal structure for key business applications Document technical and security requirements as they map to overall enterprise technology infrastructure Establish well defined integration points among internal enterprise subsystems as well as external interfaces such as security or service activation process Consider using applications offered by other federal organizations that can be accessed from a teleworker’s home that are being offered as a service to federal organizations under the OMB Centers of Excellence program Enterprise Services Home Office Program Management

Providing effective mechanisms for protecting agency data expands the range of job activities that teleworkers can perform Integration of security solutions into enterprise access applications (category: Enterprise) – Implement security tools, configurations and policies seamlessly into the overall technology infrastructure Basic Steps to Implementation Best Practices Step 1: Identify Objectives – Establish understanding of the overall system and its components; identify remote access needs and associated security risks; determine data protection needs; identify applicable security regulations and guidance Step 2: Develop Security Requirements – Analyze the security measures required for remote access; validate requirements with stakeholders; identify gaps with current environment; develop evaluation criteria for assessing potential solutions Step 3: Design Security Solution – Identify potential security solutions; evaluating their performance against security requirements, cost, and other evaluation factors; select solution that best meets objectives; validate design; prepare detailed plans for acquiring, testing, and training related to the solution Step 5: Deploy Security Solution – Acquire solution; prepare implementation plan and readiness review; implement security solution; perform testing of solution; perform training and transition to operation Step 6: Provide Operational Support – Maintain and enhance the security solution as new user requirements emerge, protecting integrity of the enterprise system Employ strong project management which anticipates and mitigates risk prior to impacting user base (e.g., minimize system downtime) Identify personnel needed to support implementation of security solution, providing the necessary training and system knowledge capable of fully maintaining and enhancing the security solutions as part of the overall system Document technical and security requirements as they map to overall enterprise technology infrastructure Establish well defined integration points among internal enterprise subsystems as well as external interfaces such as security or service activation process Ensure open, two-way communication with stakeholders at all phases Follow applicable security regulations and guidance for testing and accrediting changes to existing systems and deploying new systems and equipment Enterprise Services Home Office Program Management

Faced with the prospect of many complex options, it is useful to prioritize plans and evaluate their fit with organizational needs Benefit Cost Low High Telework Pilot Budget Allocation Laptop Purchase Peripheral Purchase Collaboration/Communication Tools Broadband Purchase Enhanced Technical Support Improved Remote Access Improved Security Solutions Telework Program Management Enhanced Technical Training Potential cost and benefit are the primary criteria that can inform the prioritization process Costs of technical components and other organizational support requirements were considered when estimating potential cost Potential benefit was estimated by considering the extent to which each plan could enhance the overall quality or size of the telework program Program Management Services Home Office Legend Enterprise

Plans in each category are also associated with critical outcomes and factors that decision-makers should consider Program Management High benefit – consistent with the idea that better management is always beneficial to programs Startup resources required to establish the appropriate program management tools, processes, staff time, etc.; however, overall value of telework program coordination and management will be considerable May also help influence the cultural shift required for full telework support in many agencies Home Office High benefit – due to improving tools directly used by teleworkers and thus broadening and enriching the potential job tasks that can be performed remotely Manageable bottom-line costs for laptops, since the net cost increase is the difference between desktop and laptop costs Addresses a key area for telework success: availability of laptops Services High benefit – due to improving services directly used by teleworkers and thus broadening and enriching the potential job tasks that can be performed remotely Addresses two key areas for telework success: reliable voice communications and broadband Internet access Enterprise High cost – primarily because enterprise plans involve enhancing the overall infrastructure and therefore are good candidates for redirected use of overall information technology budget High benefit - Benefits the entire organization in areas such as improved remote access capabilities, enhanced enterprise security, and greater integration of enterprise systems Addresses a key area for telework success: access to appropriate applications required to perform job activities

In order to assist with prioritization and implementation, agencies should consider developing a Program Management Office dedicated to telework technology initiatives A Program Management Office (PMO) dedicated to telework technology initiatives would be responsible for driving implementation Develop agency-specific criteria for prioritization Prioritize and select initiatives to pursue for implementation Oversee the design, implementation, and evaluation of initiatives The PMO should have the authority to revise existing initiatives and develop new ones based on changing organization/business needs, legislative attention, or advancing technologies Representatives from multiple disciplines should be included in the PMO Information Technology Human Resources Budget/Finance Telework With effective program management, agencies can implement tailored, integrated telework expansion plans with the appropriate controls in place to ensure maximum value and benefit to the telework program and the organization as a whole

Appendix A – Capital Planning and Investment Control (CPIC) process for developing a telework line item in the agency budget Step 1: Identify the Baseline – Use other available data to baseline the current telework posture. Step 2: Identify Prioritization Requirements – Evaluate telework posture against legislative and Chief Information Officer (CIO)-articulated requirements and agency mission. Step 3: Conduct Enterprise-Level Prioritization – Prioritize potential enterprise-level IT investments against mission and financial impact of implementing appropriate telework. Step 4: Conduct System-Level Prioritization – Prioritize potential system level corrective actions against system category and corrective action impact. Step 5: Develop Supporting Materials – For enterprise-level investments, develop concept paper, business case analysis, and Exhibit 300. For system-level investments, adjust Exhibit 300 to request additional funding to mitigate prioritized weaknesses. Step 6: Implement Investment Review Board (IRB) and Portfolio Management – Prioritize agency-wide business cases against requirements and CIO priorities and determine investment portfolio. Step 7: Submit Exhibit 300s, Exhibit 53, and Conduct Program Management – Ensure approved 300s become part of the agency’s Exhibit 53; ensure investments are managed through their life cycle and through the GAO’s Information Technology Investment Management (ITIM) maturity framework. *Adapted from the January 2005 edition of the National Institute of Standards and Technology’s (NIST) ITL Bulletin. Please note ITL stands for The Information Technology Laboratory (ITL), a major research component of NIST.

Appendix B – General best practices for implementing telework enhancement initiatives
Senior Management Support Identify how the initiative supports broader organizational strategies in addition to telework Tailor each initiative to the unique circumstances and priorities of the organization Prioritize implementation of recommended plans to those that will have the most impact for the organization as well as the telework program Mature Project Management Practices Involve stakeholders, such as telework coordinators, human resources, information technology, security, financial/procurement, employees, managers, and unions, to effectively identify and address all relevant issues impacting the plan’s success Conduct prototype or pilot testing to ensure viability before agency-wide rollout Develop detailed project management plan, incorporating the use of technical tools as needed to help organize and facilitate project management activities Establish a regular program evaluation cycle, with ongoing opportunities to make program improvements such as refining policies, procedures, and use of resources Change Management Activities Solicit feedback and guidance from employees and other parties affected by the plan Identify and minimize any barriers related to organizational structure, work process, etc. Provide ongoing communications through various outlets, such as formal documents, informal discussions, briefings, question-and-answer mechanisms, web sites, newsletters Report on milestones and successes, particularly those related to compliance with mandates and furthering organizational goals

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