karen kelly telework summit 2010 presentation

Working Remotely …Benefits Beyond Work Life BalanceKaren Kelly October 19, 2010Telework Summit 2010

2Blue Cross Blue Shield of Massachusetts

In the News…

Economic downturn will spur upswing in teleworkBy Leah Carlson ShepherdMarch 1, 2009

Bankable business caseFDIC launches buzz-worthy teleworking program built on sound business metricsBy Lydell C. BridgefordSeptember 1, 2010


Agenda

Today’s presentation will:

Describe BCBSMA’s successful e-Working program Explain the development of this flexible work arrangement Describe the components of this comprehensive program Discuss obstacles and how they were over come Explain the many company and associate benefits Provide examples of survey results Share the next phases of this program and the future of the remote worker


BCBSMA Background

Premier health insurance provider in Massachusetts Our Promise is To Always Put our Members’ First. Our Mission is Making High Quality Health Care Affordable. Largest health care provider in the state Just under three million members (36% market share)3,600 associates

• Average age: 4455% between the ages of 35 to 55 20% over the age of 55

• Gender: Female – 75%; Male – 25%• Average tenure: 10.5 years• Minority representation: 22%• e-Working: 20%


e-Working @ BCBSMA

700+ associates from all areas of the company participate $1.4M Annual investment on equipment and support $16M+ in administrative expense savings

• Real Estate Consolidation• Building utilities & maintenance• Associate Subsidies

Critical Disaster Readiness Component• Remained open for business during inclement weather building closure• One third of the DR workforce is already working remotely

Talent Management• Hired first group of direct to e-Working in 2009• Retain SME contemplating retirement• Meet the needs of a new generation of workers


Cost Comparison

Location of Building Annual Cost per Associate

Leased SpaceCorporate Headquarters

(Downtown Boston)$18,600

Suburban Office Buildings owned by BCBSMA

$6,600

e-Worker (working remotely)

$2,340


BCBSMA’s e-Working Program

Piloted starting in 2004 Developed as a corporate program in 2006 Collaboration between HR, IT and Finance Created lead team and sub teams:

• Policy• Finance• IT• Communication• Training

Embraced predominately by service teams Enabled the first of many real estate consolidations


Definition

Capability to work seamlessly from home electronically, full-time (5 days) when it meets both the needs of the business

and the needs of the associate.

At BCBSMA, e-Working means:


E-Working Lead Team

Policy & GuidelineSub-Team

Objective:

Review and finalize the drafted corporate

guidelines. Develop policy as needed.

Project Management Team

Finance & Measures Sub-Team

Objective:

Develop and monitor measures of success.

Ensure the target of reduced administrative

expense is met.

Communications Sub-Team

Objective:

Manage the communications of the program and ensure

they are consistent for all associates.

Technology & Infrastructure

Sub-Team

Objective:

Ensure the technology needs of the work at home associate are met and maintained.

Training Sub-Team

Objective:

Ensure all associates and leaders are well

equipped with appropriate training to

ensure success.

Team Structure


Process for Deployment

Business area offers opportunity to associates Associate completes application Leader reviews and interviews associate

• Associate in good standings• Work independently• Can replicate the workspace at home

Leader approves associate• Agreement is signed• Guidelines are provided• Training is scheduled

All documents are available on the All documents are available on the BCBSMA’s internal websiteBCBSMA’s internal website

Blueweb.Blueweb.


Process for Deployment (continued)

e-Working PM schedules deployment Associate and team attends Working in Remote Teams training Leader attends Leading A Remote Workforce Associate attends IT deployment

• Instructional as well as hands on learning• Equipment is distributed

Associate takes equipment home, sets up e-Working begins

Comprehensive training includes bothComprehensive training includes bothTechnical, Team BuildingTechnical, Team Building

& Communications.& Communications.



Associates are provided with state of the art equipment:• Laptop• Docking station• Keyboard• Mouse• Router• Printer/Scanner (upon business need)• Shredder (with printers)• Soft phone (voice over internet)• Business class internet access• No furniture All associates deploy with the skills All associates deploy with the skills

to install equipment and to install equipment and trouble shoot problems at home.trouble shoot problems at home.



Associate are surveyed after they have been deployed for at least 6 months on:• Productivity• Independence• Communication• Time Management• Overall Job Performance

e-Leaders are similarly surveyed annually

Surveys have continually demonstratedSurveys have continually demonstratedhow much e-Worker appreciatehow much e-Worker appreciate

the opportunity to work from home.the opportunity to work from home.



Leaders are provided with support and tools:• Comprehensive Associate Application• Leader Interview Questions• Formal Agreement• Guidelines• Leader Q & A• Contact List• Overview Presentation• Implantation Plan• New e-Worker Instructions

Tools are reviewed and updated annually.Tools are reviewed and updated annually.New e-Leaders are sent all documentsNew e-Leaders are sent all documents

prior to first deployment.prior to first deployment.


Communications

Meetings e-Workers, on average, come in-house once a month for staff meetings e-Leader quarterly conference call meetings:

• Provide updates• Opportunity for leaders to discuss success/concerns

e-Lead Team quarterly meeting:• Review issues• Revise policies• Discuss strategies

Communications are provide Communications are provide in various forumsin various forums


Communications

Communication Tools: Microsoft Live Meetings Instant Messaging e-mail Conference Calls

Instant messaging was Instant messaging was introduced in 2008 and instantly introduced in 2008 and instantly became a Communication tool of became a Communication tool of choice for associates to ask work choice for associates to ask work

related questions to their related questions to their leadersleaders


Initial Obstacles

Convert database when possible, IT works directly with business

Not all systems will work over VPN

A paper driven company

e-learning, Steer Your Career, Corporate acceptance

Fear of being forgotten, need “face time”

Leading A Remote Workforce, Demonstrate success in other areas

Leaders need to see their associate to manageCultural

Process Introduce new scanning technologies, adjust job descriptions

Technology

Company in transition


Benefits of e-Working

Decreased administrative expense Real Estate Subsidies

• Parking• Commuter rail passes• Daycare• Cafeteria

Increased corporate benchmarks Associate engagement Retention/recruitment Customer satisfaction Good corporate citizen/environment

Eliminates commute/personal time back Saves gas/car insurance Save money:

• Dry-cleaning• Parking• Commuter rail passes• Daycare• Cafeteria

Increased focused• less distractions

Company Benefits Associate Benefits


Current e-Working Participation

Department ~Total Employees Total e-Workers %Member Service 650 197 30Claims 650 161 25Enrollment 158 21 13Service Delivery 120 7 6

Department ~Total Employees Total e-Workers %Clinical Coordination 452 137 30

Total Corporate Participation as of 9/28/2010: 718 employees

Service Division:

Health Care Services:


Survey Results

Associate Response to an increase in:

Productivity Quality Communication Independence Job Performance

Time Management

Computer Skills

Percent that Agree or Strongly Agree

91% 84% 81% 85% 88% 88% 79%

March 2010 e-Worker Survey

It has been a win/win situation. Production improved for corp. and home office good for me. Absolutely live it and am grateful for the opportunity. I am very pleased with it. Saves time and money and I especially enjoy working at home. I absolutely love it!! It’s been great! I feel more productive since I don’t need to commute to work. With Office Communicator and Live meeting tools, I am still connected to my co-workers.

Associate Feedback


Leader Feedback Associate satisfaction being able to work form home, enhances their

confidence in being able to work independently, yet with close ties to the office.

Associates are re-energized to perform daily work

The availability of the e-Worker associates have increased. They have been able to work additional hours when needed as their commute is diminished.

I ‘ve been very happy with e-Working overall, and do believe that it helps both the Company and the associate in numerous ways.

It’s worked out great for my team and me.

Survey Results


Next Phase

Continue deployments to meet business and associate need.

Explore new technologies to enhance the leader/associate relationship.

Introduce “Shared-space” (part time e-Working, share desk in the office) to business areas where e-Working is not feasible/ possible

Develop an e-Learning Platform for Talent Management

Establish a more robust hire to e-Work program


Questions

THANK YOU!

Karen KellyDirector, Workforce Mobility

[email protected]

karen kelly telework summit 2010 presentation

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