Business benefits:
• Improved retention.
• Increased work/life balance.
• Increased productivity.
• Shorter resolution time.

Statistics:
• Telework used regularly by 10 of 50, occasionally by more than half.
• Telework began:  1997, formerly ConneXt, before acquisition by Alliance Data Systems in 2001.

"Developers like telework for lots of heads-down work, because it is a stress reducer, eliminates the commute, and increases productivity."
– Dan Willey, Senior Project Manager

Despite many changes, telework continues
The history of work options at the Seattle office of Alliance Data Systems illustrates how the rate and use of telework is affected by organizational and economic change. While former space issues are a moot point presently, telework is regarded as a productivity tool and work/life solution by employer and staff. Alliance is a leading provider of transaction, credit and marketing services, with more than 30 locations throughout North America.

Alliance’s Seattle office is responsible for developing and supporting software and infrastructure for utilities. This downtown Seattle worksite was a local spin-off of Puget Sound Energy, named ConneXt, until its purchase by Alliance Data Systems in 2001. In the boom days of the late 90s, it boasted a progressive telework center and proactive policies on working from home to help retain staff and conserve space during a period of rapid growth. Today, Alliance still maintains a formal telecommuting policy and views it as an option for associates to help them provide the best service for its clients while also offering flexibility and convenience for the associates. Currently, approximately 50 associates work in the Seattle office. Headquartered in Dallas, Texas, Alliance’s total associate count in North America is 7,500.

Of the 50 associates that work in Alliance’s Seattle office, up to 10 work at home one or two days each week and more than half work at home occasionally. Most regular teleworkers tend to be programmers and use telework to decrease lengthy commutes, provide uninterrupted work time, and increase work/life satisfaction.

Seattle staff already remote workers
Alliance’s telecommuting policy allows associates the option of working from home if the job position can be performed adequately outside the office, and with manager’s approval. Some of the associates are supervised by managers based in Dallas, which means that even full-time office workers are actually remote from many of their supervisors and colleagues. A culture that supports working remotely exists by default. While no telework-specific training is offered to staff or managers, managers do receive training in managing virtual teams.

Security risk eliminated by "VPN"
For Alliance, maintaining security is a business priority. Steps are taken to make teleworker's network connections secure. Associates are advised that files must be locked up when not being used at home. A virtual private network (VPN) with randomly generated passwords protects the corporate network.

Teleworker and employer share benefits
Dan Willey, senior project manager, says that instant messaging, email and conference calls help teleworkers maintain office communications. “Developers like telework for lots of heads-down work, because it is a stress reducer, eliminates the commute, and increases productivity,” he says. For example, rather than taking paid time off, he usually teleworks on days he has a doctor’s appointment or other personal business.

Lead Developer Anand Marthi routinely teleworks more than 50% of the time while designing software systems. “I like the flexibility to work from home and avoid the 45-minute commute each way when I go into the office.” With Alliance for about 6 1/2 years, he balances his telework with the need to attend meetings in person with business analysts and project managers to discuss the various projects he’s working on.

While some staff pay for high-speed cable connections, others are reimbursed by Alliance, depending on the arrangement with their manager. System programmers, which as a group provide 24x7 support, are reimbursed for their cable bills since it is a direct business benefit to have support staff available when needed, without having to drive into the office or stay at the office. Benefits include shorter response times to problem resolution.

Telework at Alliance means that associates have telecommuting as an option, and it is simply accepted as another tool to get work done when it makes sense for the associate and the job position. And if the boss is headquartered in Dallas, staff is already working remotely.

Published April 2005 by Commuter Challenge. This publication contains material written and produced for public distribution. You may reprint this written material, provided you do not use it to endorse a commercial product. Please reference by title and credit Commuter Challenge.

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