Service delivery and remote work - April 2025
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Service Delivery and Remote Work Released: April 2025 Download the Full Report here Following the pandemic, some of the city's workforce has transitioned to working remotely or on a hybrid schedule. We undertook this audit to assess the benefits and challenges posed by remote and hybrid work and the effects, if any, on service delivery. To ensure that telework is administered according to the telework policy, the commissioner of human resources should: • revise the telework policy to require departments to develop additional procedures for telework • work with departments to develop telework eligibility criteria • develop a process for annual re-certification of telework agreements • work with departments to track and provide teleworking data and report data annually to City Council |
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We found:
- The city's telework policy includes elements of best practices; opportunities for improvement remain
- Most city employees do not telework
- As of September 2024, 19 of 26 departments we reviewed had adopted a hybrid model, but only about 21% of city employees worked a remote or hybrid schedule
- Several departments told us that the ability to offer remote work made the city a more competitive employer
- In a survey of city employees, 92% of respondents agreed that some or all of their work can be performed remotely