IS535 –Managerial Applications of Information Technology
February 19, 2012
Table of Contents
Business Problem 4-5
Benefits of Solution 5-6
Target Audience 6
Milestone 1 7
Company Background 7
Business Issues 7-8
Benefits of Solving Problem 8-9
Proposed Technology Solution 9
Milestone 2 10
Detailed Technology Solution 10-11
Value of this Approach 11-12
Business Process Changes 12
Milestone 3 13
Additional Technology Solutions 13
Additional Business Process Changes 13-14
Overall Recommendations 14
Implementation ...view middle of the document...
In this paper I will talk about how the use of technology can allow employees to work from home, or telework. ACS, A Xerox Company employs a government sector that processes applications and ongoing cases for residents in the State of Indiana. Employees work the same routine schedules and completes the same case processing tasks every day. There are local offices where clients have the option to seek face-to-face assistance but clients are not required to come into the office for anything. Clients can complete applications online, complete interviews over the phone, and turn in documents via fax or mail. Employees are confined to computer screens for 8 hours completing tasks and resolving customer service issues over the phone. Clients also have the option to check the status of their case online or by using the automated system. I have been employed with ACS for 3 ½ years and after the first year things started to go downhill. Employees began to complain about the work environment. Feelings of disgust were expressed anywhere from the temperature in the room for being too cold because management has to accommodate the hardware used in the facility to not having a flexible schedule to accommodate personal lives. Anyone who needs to handle business usually does between the hours of 8 and 5. Employees do not have the option to conduct personal business prior to arriving to work and has limited time after work. The more negative feelings build the more morale will decrease in the work environment and employees will become dissatisfied.
Benefits of Solution
According to the U. S General Service Administration (GSA), “Telework is an innovative business solution that enables employees to work productively away from the traditional office.” Since employees are struggling to incorporate their personal lives to fit in their work schedule, management should discover a way to allow employees to conduct personal business around their work schedule. If management allows employees to telework it could lead to positive benefits. Telework does not only include working from home, but also working in cafés, while traveling, or even at your child’s football game, during half time of course. By giving your employees the option to choose when is the best time for them to complete work will lead employee satisfaction and increase in production and revenue.
Technology has allowed government agencies to advance by developing software to help minimize the use of paper, increase convenience for clients, and minimize the workload for employees. With all the new technology such as broadband Internet, cloud computing, and Wi-Fi employees are able to connect to specified work tasks from home. With advanced tools such as virtual private networks, call conferencing, videoconferencing, and emails employees are able to communicate from home. With client-service computing employees are able to work and communicate on a...