InformationWeek

Although in many instances telecommuting is still limited to arrangements between supervisors and specific employees-with IT support for each employee handled on an ad hoc basis-a number of businesses are evaluating and beginning to institute companywide telecommuting programs. For some companies, the biggest challenge is developing programs that are uniform from department to department. Unless remote workers use the same applications and remote-access technologies, for example, companywide telecommuting can turn into an IT nightmare. Companies also need to consider issues such as risk management, workers' compensation, and protecting intellectual capital.

Recognizing a potentially sizable new market, communications service providers such as US West Inc. and BellSouth Corp., as well as an assortment of smaller vendors, are offering outsourced services to help companies deal with telecommuting issues that range from installing DSL to managing the teleworker.

BellSouth's TeamTelework Connections service, launched last fall, is aimed at helping large companies implement formal programs for employees working from remote locations. It includes telework program development, installation of voice and data services, remote office setup and management, and technical support for workers. "We work with a task force from within the corporation, including members from IT, human resources, and various other group executives, so they can approach telework as a business strategy," says Kathy Hamdy-Swink, manager of solutions development for the service. "We provide consultation for planning and design of the program, technology assessment, implementation, and support." So far, BellSouth's customers are still in the "trial mode," Hamdy-Swink says.

Still, it's common for companies to avoid implementing a formal telework program because it may not appear to be of any benefit to them. After all, the telecommuter is the one who avoids long commutes and saves money on gasoline and car maintenance, or tickets for buses or trains. But what do employers gain with telecommuting?

A great deal, according to independent and corporate researchers. Perhaps most important, the option to telecommute is helping businesses hire and retain talented workers-a considerable achievement with the national unemployment rate hitting a 30-year low of 4% in January. Rather than doling out huge salaries and raises, employers can now often attract and keep workers with a telework program.

The importance of telecommuting to some employees was underscored by an online poll conducted last year by nonprofit organization Telecommute America. The informal survey showed that nothing less than twice their salary would convince most respondents to work full time in the office again-and some employees wouldn't go back for anything.

"If I didn't offer telework, I would lose people," says Brad Allenby, VP of environment, health, and safety at AT&T in Basking Ridge, N.J. Allenby, who oversees AT&T's internal telecommuting program, says about 25% of AT&T's workforce telecommutes at least part time. The program is a success, as teleworkers consistently prove themselves more productive than their office-bound counterparts, are less inclined to call in sick, and accomplish more in the same number of hours, Allenby says.

"Interestingly, we find that productivity goes up with teleworkers-not because they are working longer hours but because they are more efficient while they are working," Allenby says. But there are some telecommuters who do put in proportionately more hours- which isn't necessarily a good thing. "Teleworkers need to make sure, especially in the beginning, that they avoid the tendency to get too tied to the teleworking equipment," he says. "They can find themselves checking E-mail at all hours and not controlling their own lives."

To help new teleworkers learn to use their communications tools and manage their time, US West's telecommuting package, Extended Workplace Solutions, includes training and support services, says Jim Miller, general manager of the program. Extended Workplace Solutions, launched in May 1998, evaluates a company's telecommuting needs based on the people and processes involved, as well as the technology, telecommunications, and support that will be required.