Officials recognize telework demands more than lip service to thrive

As the Office of Personnel Management moves forward with a governmentwide telework policy, it should set strong performance metrics that are appropriate for individual agencies, and pay attention to training employees in using technology, according to proponents of the practice.

"The first thing you want to look for [in a telework policy] is 'Does the boss really mean this?'" said Rep. Gerry Connolly, D-Va., in a recent interview with Government Executive. "Because if it isn't, I recognize lip service when I hear it."

When OPM Director John Berry announced the new policy in April, he said he would create a council of telework program managers to set governmentwide standards with the goal of increasing employees participation. OPM is contacting managers to ask them to participate in the council.

Cindy Auten, general manager of Telework Exchange, an Alexandria, Va.-based consulting and research organization, praised the idea, which requires agencies to submit their telework policies to the council for review. Such efforts to determine best practices could be helpful to agencies that have struggled to develop strong telework programs, she said.

Auten also said OPM must stress the importance of setting performance metrics for telework while also being sensitive to the different needs and cultures of disparate organizations. She cited the General Services Administration as a model: GSA challenged its offices to get half their employees telecommuting by 2010. Currently, 43 percent of the agency's employees work off-site.

"Having these agencies set up similar challenges shows that management supports [telework] and it encourages people to take a look at it," rather than imposing another mandate, Auten said.

Connolly said setting a specific goal worked well in Fairfax County, Va., where he served as chairman of the county's board of supervisors before being elected to Congress in 2008. The county agencies exceeded their goal of signing up 20 percent of the workforce to telework.

When he announced the policy in April, Berry acknowledged that not all jobs are candidates for telework, but said he was dedicated to changing a culture of skepticism among managers toward it.

Auten said a culture shift was important, but noted the council should pay as much attention to the technical requirements in making telework successful. In particular, she praised a GSA bulletin outlining the available technologies for employees who work outside of the office.

Connolly noted that the flexibilities associated with telework and the technological competence required to do it well could complement the effort to make government more efficient.

"At the end of the day, I want public servants to have up-to-date skills and resources so they can better serve the public," he said.