1. Risks and Rewards of Remote Access Jef Gray VP of Information Technology Kissimmee Utility Authority

2. Overview Remote Access Model Application to a Utility Ramifications of Invisible Employees HR Issues

3. Remote Access Model Employee connects to corporate network –High Speed Internet and VPN –VOIP Phone links to Phone Switch –Call Recording in place for QA Calls and Email route to Employee –Citrix or Terminal Service Thin Client –Hours verified through Network logs

4. Internet Corporate Network Phone Switch Voice Recorder Work From Home Model

5. Application to a Utility Call Center and Tech Support-Ideal Outage Response Time Enhanced Flexible Hour Coverage

6. Ramifications of Invisible Employees How do I know they are working? How are standards enforced? Will this work for any employee?

7. HR Issues Enforcing Standards –What happens when the home is a workplace? Safety Practices Discipline Workers Compensation The rules are simply different –Working Alone –Dress codes and etiquette

8. Employee Benefit No Commute time to work –Can work a shift in less time –Savings on Vehicle costs –Ideal for employees who don’t face customers Disadvantages –Over time invisibility can reduce promotional opportunites

9. Employer Benefit Shows a modern organization Savings on office space and furnishings Possibly lower salary base for those jobs Higher Morale and Reduced Sick Time

10. Risks and Rewards of Remote Access Jef Gray VP of Information Technology Kissimmee Utility Authority Questions?