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Virtual Office Toolkit Training


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Title: Virtual Office Toolkit Training

Virtual Office Toolkit Training
February 19, 2008
  • A Collaborative Effort
  • The Office of Efficiency Review, Governor Janet
  • The Arizona Health Care Cost Containment System
  • The Arizona Department of Economic Security
  • The Arizona Department of Administration (ADOA)

Virtual Office Toolkit Training
Agenda Item Presenter Introduction of Virtual
Office Diane Shook, AHCCCS Virtual Office
Toolkit Overview Melissa Brickey,
ER Implementation Steps Diane Shook,
AHCCCS Testimonial Linda Skinner,
AHCCCS Resources Melissa Brickey, ER
Introduction of Virtual Office
  • Diane Shook on behalf of Tony Rodgers, Director
  • The Arizona Health Care Cost Containment System

Introduction of Virtual Office
Virtual Office Concept Virtual Office (VO) is a
telecommunication and electronically distributed
work environment that enables employees to be
fully functional by connecting them to their work
via a secure web communication infrastructure
that allows the work process to be performed in
home or at a remote worksite, which ever is the
most advantageous setting.
Introduction of Virtual Office, Cont…
  • Questions Facing AHCCCS Management
  • How can we address increasing workloads with
    reduced resources?
  • How can we improve retention of our knowledge
    workers and key contributors?
  • How can we make our job more attractive and
  • How can we reduce the daily stressors of the
    workplace and improve employee work life balance?

Introduction of Virtual Office, Cont…
  • We Must Think Differently About Employee
  • Recruiting and retaining generation Y and
    generation X (Millennials are coming into the
  • Multi-generational workforce is creating
    conflicting work cultures and work expectations.
  • Private sector is increasingly offering greater
    work flexibility.
  • Work life balance to generation X and Y is more
    than a buzz word it is an expectation.
  • Technology has enabled employers to create
    virtual office or workspace as more than just a
    telecommuting day or flex work schedule.

Introduction of Virtual Office, Cont…
The Workforce Issue The population of the State
of Arizona continues to grow at record-breaking
rates, which will continue to contribute to
significant growth of the pressures on State
operations to do more with less. Some key
issues related to the States workforce include
  • An Aging Workforce The average age of State
    employees is 45.7 years and half of the larger
    state agencies are expected to have over 25 of
    their active workforce eligible to retire in the
    next five years.
  • Absenteeism and Turnover The State of Arizona
    experiences higher rates of absenteeism and
    turnover than the private sector and other state
    governments. The States turnover rate in SFY
    2007 was over 17 and the cost is estimated at
    57.7 million.
  • Compensation State operations and programs
    continue to expand within the context of budget
    constraints that limit full-time positions and
    salaries and challenge recruitment and retention
  • Changes in Job Complexity As technology replaces
    routine work, a shift toward higher-skilled
    knowledge worker jobs is occurring.

Introduction of Virtual Office, Cont…
  • Savings resulting from
  • No Gasoline expenses related to commuting
  • No unnecessary wear and tear on personal vehicles
  • No need for costly business attire
  • No need for after school care for children
  • No unnecessary time tax
  • Other benefits
  • Increased morale due to trust, flexibility,
    comfort, less stress and improved work life

Introduction of Virtual Office, Cont…
  • Previous Goal Achieved
  • In May 2007, AHCCCS achieved the goal of having
    160 virtual office workers, eight months earlier
    than the projected date of December 2007.

AHCCCS now has over 300 virtual office workers,
which is more than 24 of its workforce.
Introduction of Virtual Office, Cont…
  • Setting the Bar Higher
  • AHCCCS plans to have approximately 350 virtual
    office workers by June 2008, over 27 of its
    total workforce.

Virtual Office Toolkit Overview
  • Melissa Brickey, Deputy Director
  • The Office of Efficiency Review, Governor Janet

Virtual Office Toolkit Overview
The Virtual Office Toolkit was designed to
provide all state agencies information about
virtual office concepts and to provide the tools
necessary to implement it in a flexible way,
without each agency having to reinvent the
The Virtual Office Toolkit was prepared by the
Office of Efficiency Review, Governor Janet
Napolitano, in conjunction AHCCCS, ADES, and ADOA.
Virtual Office Toolkit Overview
Summary of Contents Virtual Office Overview
Virtual Office Policy Analysis for the State
of Arizona Virtual Office Implementation Implem
entation Checklist Other Tools for
Implementation Business Case Example Virtual
Office Policy Template
The Toolkit is available on Arizonas Telework
Website at
Implementation Steps
  • Diane Shook, Assistant Director
  • The Arizona Health Care Cost Containment System
  • Human Resources and Development

Implementation Steps
  • Determine Management Readiness
  • Assess Technology Requirements
  • Complete an Operational Review
  • Develop Metrics
  • Consider the Educational Component
  • Create Pilot Proposals
  • Implement, Evaluate, and Adjust

Page 13 of the Toolkit includes an Implementation
Checklist for agencies to use as they move
through the Implementation Steps.
Implementation Steps, Cont…
Implementation Checklist (Page 13)
Implementation Steps, Cont…
  • Determine Management Readiness
  • Workplace Flexibility (Page 14)
  • - What level of flexibility does my agency
    currently have?
  • Organizational Readiness Questionnaire (Page 15)
  • This questionnaire prompts thinking about
    multiple topic areas including workflow, policy,
    communication, etc.

Implementation Steps, Cont…
Assess Technology Requirements (Page 17)
Implementation Steps, Cont…
  • Complete an Operational Review
  • Review Agency Policies
  • Job Analysis Checklist (Page 20)
  • What jobs are better suited to become virtual?
  • Contact with the Public
  • Office Hours
  • Nature of Duties
  • Productivity Measurements
  • Equipment to Perform Work
  • Sensitive Documents

Implementation Steps, Cont…
  • Develop Metrics
  • Standard Measurements Guide (Page 21)
  • ADOAs Telework Program Office highlighted the
    following four standard measurements that should
    be addressed by each agency that implements
    virtual office
  • Turnover
  • Sick Leave
  • Productivity
  • Space Reductions
  • Other measurements include reductions in
    pollution, fuel cost savings, and commute time

Implementation Steps, Cont…
  • Educational Component
  • The Arizona Government University (AZGU) is
    working to ensure that E-Learning is available
    for all mandatory classes and is willing to work
    with agencies to establish agency specific
    on-line training classes.
  • AHCCCS has developed training materials for VO
  • - VO Supervisor and Worker Training Materials
    (Page 24)

Implementation Steps, Cont…
  • Pilot Proposal
  • Each position or group of positions should be
    proposed as a pilot before full implementation to
    ensure the possibility of success. A proposal
    will help address any challenges or needs that
    may need to be worked out before hand and create
    a formal decision process for executive staff to
    approve Virtual Office Efforts.
  • AHCCCS Pilot Proposal Example
  • Pilot Action Plan Guidelines

Implementation Steps, Cont…
  • Implement, Evaluate, and Adjust
  • Implement the VO pilots approved by management.
  • Survey VO participants and non-participants -
    Each position transitioned into Virtual Office
    should be evaluated after an adequate amount of
    time (1-3 months) as to the effectiveness of
    making the transition permanent.
  • Make Adjustments (i.e., technological changes,
    additional training for employees, new
    measurements, etc.), if needed, can be made
    during this evaluation.

Virtual Office Testimonial
  • Linda Skinner, Assistant Director
  • The Arizona Health Care Cost Containment System
  • Division of Member Services

  • Initially Managers and Supervisors are Hesitant
    to Take on VO
  • Switching from visual performance cues to
    managing through data.
  • Some employees dont see their work as
    measurable. It is!
  • Developing electronic communication skills.

Testimonial, Cont…
Testimonial, Cont…
  • Tips for Implementation
  • Create a Steering Committee with motivated
    executive level managers to meet regularly for
    the purposes of controlling all aspects.
  • Start with jobs that have easily identifiable
    productivity measurements.
  • Consider the training and travel components.
  • Validate benefits with an external review.
  • Establish policies and procedures for all aspects.

Where to Find the Virtual Office Toolkit
  • The Virtual Office Toolkit is located on
    Arizonas Telework Website at www.teleworkarizona.
    com, along with additional information on VO and

Virtual Office Contacts
Diane Shook, Assistant Director Human Resources,
AHCCCS Telephone Number (602) 417-4457 E-Mail
Kayelen Rolfe, Travel Reduction Programs Manager,
ADOA Telephone Number (602) 542-3638 E-Mail
Melissa Brickey, Deputy Director, Efficiency
Review Telephone Number (602) 542-7564 E-Mail
Thank you for your participation