Karen Kelly Telework Summit 2010 Presentation

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

2Blue Cross Blue Shield of Massachusetts
In the News…
Economic downturn will spur upswing in telework
By Leah Carlson Shepherd
March 1, 2009
Bankable business case
FDIC launches buzz-worthy teleworking program built on sound business
metrics
By Lydell C. Bridgeford
September 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: 44
55% 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 Space
Corporate 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 &
Guideline
Sub-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 theAll 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 both
Technical, 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 skillsAll associates deploy with the skills
to install equipment andto 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 demonstrated
how 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 provideCommunications are provide
in various forumsin various forums

Communications
Communication Tools:
 Microsoft Live Meetings
 Instant Messaging
 e-mail
 Conference Calls
Instant messaging wasInstant messaging was
introduced in 2008 and instantlyintroduced in 2008 and instantly
became a Communication tool ofbecame a Communication tool of
choice for associates to ask workchoice for associates to ask work
related questions to theirrelated 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 manage
Cultural
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 BenefitsCompany Benefits Associate BenefitsAssociate Benefits

Current e-Working Participation
Department ~Total Employees Total e-Workers %
Member Service 650 197 30
Claims 650 161 25
Enrollment 158 21 13
Service 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 Kelly
Director, Workforce Mobility
BCBSMA
karen.kelly@bcbsma.com

Karen Kelly Telework Summit 2010 Presentation

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