Since COVID, everyone wants to work remotely. I get it - most of our audit work can be done from anywhere with internet access. But I'm struggling with managing remote auditors here in Tucson. TEP and APS accounts require site visits but the analysis work could be remote. How are you handling hybrid policies? What works and what doesn't?
Remote work policies - how do you handle it?
Patricia, we've been mostly remote since 2021. Key is having clear communication protocols and project management systems. We use Slack for daily check-ins and Asana for project tracking. The challenge is training new people remotely - much harder to transfer institutional knowledge about MLGW tariffs and TVA rate structures without being in person.
Randy's point about training is spot on. We do hybrid here in San Antonio - 2 days in office, 3 remote. The in-office days are crucial for collaboration and mentoring junior auditors. CPS Energy has some unique billing quirks that are easier to explain face-to-face with actual bills in front of you. Pure remote works for experienced people but new hires need more structure.
We went fully remote in Colorado and honestly it's been great. Xcel territory covers such a huge geographic area that having people spread out actually helps with site visits. One auditor lives in Fort Collins, another in Colorado Springs. They can cover their regions without driving across the state. Overhead costs dropped significantly without office rent.
Stuart, how do you handle client meetings remotely? Some of our larger PG&E commercial accounts still want face-to-face presentations when we deliver audit results. Had one client specifically request in-person meeting for a $50k savings presentation. Hard to build trust and close deals over Zoom for high-value work.
Iris, you're right about client preferences. We handle that by being flexible - remote for routine work, in-person for important presentations and relationship building. The key is having auditors who can do both well. Some people are great over video calls, others need face-to-face interaction to be effective.
One challenge I'm facing with remote work is maintaining company culture. When everyone's solo working from home, you lose that knowledge sharing that happens naturally in an office. TVA accounts can be tricky and I used to overhear conversations between auditors that helped everyone learn. Now that institutional knowledge stays siloed with individual people.
Jeff, we combat that with weekly "lunch and learn" video calls where auditors share interesting cases or billing anomalies they've discovered. Last week someone presented a weird MLGW demand billing error they caught - everyone learned from it. You have to be intentional about creating those knowledge sharing opportunities in remote setups.
What about equipment and security with remote work? Our auditors need access to proprietary utility rate databases and client billing systems. I'm nervous about having that information on home computers and networks. How do you handle data security compliance when people are working from coffee shops and home offices?
John, security is huge. We provide company laptops with VPN access and encrypted drives. No client data on personal devices, period. Also have cybersecurity insurance that specifically covers remote work scenarios. The cost is worth it when you're handling sensitive billing information from major utilities like Ameren Missouri.
Another consideration is productivity tracking. Not because I don't trust people, but because clients want to know how time is being spent on their projects. We use time tracking software that integrates with project management tools. Helps with billing accuracy and shows clients exactly what work was done on their CPS Energy audit.
Thanks everyone, really helpful perspectives. Sounds like hybrid might be the sweet spot - flexibility for experienced auditors but structure for training and relationship building. TEP territory here requires enough site visits that pure remote wouldn't work anyway. Going to try 3 remote / 2 office split and see how it goes.
Patricia, one more tip - document everything when you go hybrid. Clear policies about when remote is OK vs when in-person is required. Austin Energy has some accounts that require physical meter readings and others that can be done entirely from billing data. Having written guidelines prevents confusion and ensures consistent service quality.
Vanessa makes an excellent point about documentation. We learned that lesson the hard way when a remote auditor missed a required site visit for an MLGW industrial account. Client wasn't happy and we had to redo the work in person. Clear protocols prevent those kinds of miscommunications and maintain professional standards.