Is Telework Key to Federal Recruitment and Retention Success?

January 3, 2025

Federal telework has been a contentious issue, with the incoming Trump administration indicating plans to largely eliminate the practice through the proposed Department of Government Efficiency (DOGE). Despite this political stance, a Government Accountability Office (GAO) report released on November 22 highlighted the positive effects of telework at four federal agencies: the Internal Revenue Service (IRS), Farm Service Agency (FSA), U.S. Citizenship and Immigration Services (USCIS), and Veterans Benefits Administration (VBA).

The GAO Report: An Overview

Telework Policies and Practices

The GAO report thoroughly examines the telework policies and practices at these agencies, which have been recognized as High Impact Service Providers by the Office of Management and Budget for their significant customer-facing services. Covering the period from July 2019 to December 2023, the study evaluates the telework programs and their implementation of best practices. This in-depth analysis provides a comprehensive understanding of how telework has been integrated and managed across different agencies, highlighting both successes and areas needing improvement.

Through this period, the agencies have employed various telework strategies to enhance productivity and employee satisfaction. The GAO report delves into the specific approaches taken by each agency, providing a detailed account of their telework frameworks. It examines elements such as the extent of telework adoption, the criteria for employee eligibility, and the types of roles that can be performed remotely. The discussion includes an evaluation of the policies’ alignment with broader agency objectives, which emphasizes the criticality of maintaining operational efficiency while fostering a flexible work environment.

Impact on Recruitment and Retention

The key findings from the GAO report indicate that, regardless of the extent of telework utilization, the practice has substantially influenced these agencies’ ability to recruit and retain talent. This impact is consistent across different agencies, despite variations in their telework usage. For instance, while almost half (49%) of IRS employees were frequent teleworkers during a February 2024 pay period, only 3% of FSA staff were teleworking for five days or more in March 2024. These differences primarily stem from varying degrees of work portability between the agencies, showcasing the need for tailored telework policies.

The agencies that facilitated greater telework opportunities reported significant improvements in their recruitment efforts, as they were able to attract a larger pool of candidates. Additionally, providing flexible work options has been particularly appealing to a younger workforce looking for a better work-life balance. Telework also plays an essential role in retaining experienced staff who prefer working from home to avoid lengthy commutes or maintain personal commitments. This positive trend underscores the importance of telework in modern workforce management, contributing to a more satisfied and stable federal workforce.

Agency-Specific Insights

Internal Revenue Service (IRS)

The IRS utilized telework to expand its hiring pool, successfully recruiting over 5,000 new Customer Service Representatives (CSRs) in fiscal year 2023. This strategy enabled the IRS to reach a broader audience, spanning various geographical locations and increasing the diversity of its applicant pool. However, the IRS faced high attrition rates during its 12-week in-person training program, with one location experiencing a 30% dropout rate. This highlights the need for a balanced approach to telework and in-person requirements, ensuring that employees receive the essential training and support they need to succeed in their roles.

To address these issues, the IRS has been exploring hybrid training initiatives that blend remote and in-person elements. By offering more flexible training solutions, the agency aims to reduce attrition rates while maintaining the quality of its workforce. Additionally, the IRS continues to analyze data from its telework program to identify areas for refinement and further enhancements. This commitment to improving telework implementation demonstrates the agency’s recognition of the critical role telework plays in attracting and retaining top talent and providing continued high-level service to taxpayers.

Farm Service Agency (FSA)

At the FSA, officials reported that limited telework options hindered their recruitment, as potential candidates withdrew applications upon learning about the in-office requirements. The varying degrees of work portability between the agencies, such as the need for FSA officials to be on-site to manage agricultural reports and farm operations, play a significant role in these differences. Despite these challenges, the FSA is looking for innovative ways to incorporate telework opportunities where feasible, promoting a more flexible work environment.

Efforts to introduce telework-friendly practices within the FSA include investing in advanced technology solutions and refining job roles to identify tasks that can be performed remotely. By enhancing telework options, the agency hopes to attract more candidates and improve employee satisfaction. The FSA also supports work flexibility to prioritize staff welfare, acknowledging its importance in retaining skilled employees. Balancing in-office presence with remote work, they aim to address recruitment obstacles while meeting operational needs in managing essential agricultural programs.

U.S. Citizenship and Immigration Services (USCIS)

Attraction of Remote Positions

USCIS data showed that remote positions attracted significantly more applicants than telework-eligible or in-person roles. In fact, positions offering full remote work were three times more popular in 2023. This trend underscores the growing preference for telework among job seekers, particularly in a competitive labor market where flexibility and work-life balance have become top priorities. The popularity of remote positions has propelled USCIS to expand its telework offerings, ensuring more roles are available for remote work.

In addition to attracting a larger applicant pool, remote positions have allowed USCIS to tap into a more diverse talent base. The ability to offer full remote work has made it possible to hire individuals from various regions, fostering a more inclusive and representative workforce. This expansion has also helped the agency address understaffing issues in specific departments by pulling talent from areas with higher job availability. As a result, USCIS can maintain its operations efficiently while enhancing the overall quality of its workforce.

Performance Metrics

An analysis of the 2023 Federal Employee Viewpoint Survey further highlighted that USCIS employees who teleworked frequently scored higher on performance metrics such as accountability and customer responsiveness compared to those who teleworked less frequently or not at all. This suggests that telework can enhance employee performance and satisfaction. These findings underline the effectiveness of telework in promoting a motivated and productive workforce.

Teleworked employees were reported to have a greater sense of responsibility and ownership of their tasks, likely due to the increased autonomy and flexibility telework provides. Additionally, the ability to work from home has contributed to reduced stress levels, enabling employees to focus better on their responsibilities. These favorable outcomes support the continued expansion of telework opportunities within USCIS and other agencies, demonstrating the positive influence of flexible working arrangements on fostering a high-performance culture.

Veterans Benefits Administration (VBA)

Employee Engagement and Retention

The VBA experienced similar positive outcomes, with telework likely contributing to improved employee engagement and retention. By February 2024, 66% of VBA employees were teleworking five or more days a week. This high level of telework participation has played a crucial role in boosting employee morale and commitment to the agency’s mission. Moreover, a survey revealed that a higher percentage of employees intended to leave the VBA for better work-life balance, which includes greater telework flexibility, compared to 2019.

Recognizing the benefits of telework, the VBA has made concerted efforts to promote and support telework initiatives. These include providing necessary tools and resources for remote work, such as enhanced IT support and regular training programs. By fostering a culture that embraces telework, the agency is better positioned to retain its workforce and reduce turnover rates. This approach aligns with the broader goal of enhancing employee well-being and ensuring the continued delivery of high-quality services to veterans.

Challenges and Improvements

Despite these advantages, the report acknowledges that any changes in customer service or performance were not solely due to telework. For example, the VBA’s delays related to the closure of federal records centers during the pandemic were unrelated to telework. Similarly, the improvements in IRS customer service were largely aided by technology modernization and additional hiring efforts. These factors illustrate the importance of a multifaceted strategy in achieving operational excellence, combining telework with other critical initiatives.

Moving forward, the VBA is committed to further optimizing its telework program to address any existing challenges and areas for improvement. The agency plans to conduct regular assessments and solicit feedback from employees to refine telework practices continually. By maintaining a proactive approach, the VBA can ensure that telework continues to be a valuable component of its overall operational strategy, enhancing both employee satisfaction and service delivery.

Recommendations and Future Outlook

Enhancing Telework Programs

The GAO report underscores the need for these agencies to continue enhancing their telework programs. The IRS, FSA, and USCIS have not fully evaluated the impacts of their telework implementations, indicating room for improvement in assessing program effectiveness. The VBA has made partial progress in collecting telework data but still has work to do. These findings highlight the necessity for ongoing program evaluations and adjustments to maximize the benefits of telework while addressing any emerging challenges.

Agencies are encouraged to adopt a data-driven approach to evaluate the impact of telework on various aspects of their operations. This includes analyzing employee performance, customer satisfaction, and overall productivity metrics. By leveraging insights gained from these assessments, agencies can make informed decisions and implement targeted improvements to optimize their telework programs. Continuous monitoring and iterative advancements will be key to ensuring that telework remains a valuable and effective component of federal workforce management.

Agency Responses

In response to the GAO’s recommendations, the IRS, FSA, and USCIS were encouraged to identify issues within their telework programs and make necessary adjustments, while the VBA was advised to complete its telework system update. The agencies expressed varying levels of agreement, with the Veterans Affairs (VA) and Homeland Security officials agreeing, the IRS partially agreeing, and the USDA neither agreeing nor disagreeing. These differing responses reflect the unique challenges and priorities of each agency, underscoring the importance of customized approaches to telework implementation.

As agencies work to enhance their telework programs, collaboration and knowledge-sharing can play a pivotal role in addressing common challenges and leveraging best practices. By fostering an environment of continuous improvement and teamwork, federal agencies can collectively strengthen their telework initiatives, ultimately benefiting the entire federal workforce. This commitment to program refinement and adaptation will help ensure that telework remains a viable and effective strategy for meeting the evolving needs of employees and the public.

Political Implications

Federal telework has sparked significant debate, especially with the incoming Trump administration’s intention to drastically reduce the practice through the proposed Department of Government Efficiency (DOGE). This move contrasts sharply with a Government Accountability Office (GAO) report released on November 22, which underscored the positive impacts of telework in four key federal agencies. According to the GAO report, the Internal Revenue Service (IRS), the Farm Service Agency (FSA), U.S. Citizenship and Immigration Services (USCIS), and the Veterans Benefits Administration (VBA) have all experienced benefits from allowing their employees to work remotely. The GAO findings suggest that telework has improved productivity, employee satisfaction, and even operational efficiency in these agencies. This data stands in opposition to the Trump administration’s stance, indicating that eliminating or significantly reducing telework could potentially undermine some of the efficiency and morale gains these agencies have seen.

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