The Government Accountability Office (GAO) recently examined the effects of telework on performance across selected federal agencies, including the Farm Service Agency (FSA), Internal Revenue Service (IRS), U.S. Citizenship and Immigration Services (USCIS), and Veterans Benefits Administration (VBA). This study, spanning fiscal years 2019 to 2023, provides insight into how telework shaped agency operations, workforce dynamics, and customer service outcomes.

During the COVID-19 pandemic, telework became an essential operational tool for federal agencies, ensuring continuity while safeguarding employees. The transition was supported by legislative frameworks such as the Telework Enhancement Act of 2010 and subsequent directives from the Office of Management and Budget (OMB). Post-pandemic, agencies adopted hybrid models, balancing in-person collaboration with flexible telework policies to enhance recruitment and retention.

Telework usage varied significantly across the agencies studied. At the FSA, telework accounted for only 6-11% of total hours post-reentry, reflecting the in-person demands of agricultural services and a preference for office-based camaraderie. By contrast, the IRS saw 51-58% of total hours teleworked, leveraging remote capabilities to handle taxpayer inquiries and backlogs. USCIS and VBA also experienced increased telework adoption, aided by investments in automation and digital platforms.

Agency officials highlighted telework's role in attracting talent from broader geographic areas. For instance, telework facilitated the IRS's hiring of over 5,000 customer service representatives in 2023. Similarly, USCIS observed heightened applicant interest linked to remote work opportunities. However, limited telework options at the FSA were cited as a contributing factor to recruitment challenges, alongside longstanding pay and workload issues.

Customer service outcomes were influenced by multiple factors, with telework being one of many contributors. The IRS improved its phone service levels from 15.5% in 2022 to 85% in 2023, a success attributed more to staffing increases and technological upgrades than to telework. Similarly, the VBA enhanced processing times for veterans’ education claims but faced delays in disability claims due to workload surges and records center closures.

Despite these successes, the GAO found gaps in agencies' evaluations of telework's impact. While agencies like the VBA integrated performance indicators into their telework strategies, others, such as the FSA and USCIS, had yet to assess telework's direct effects on performance. This lack of comprehensive evaluation limits the ability to optimize telework policies and address potential issues proactively.

The report underscores the need for data-driven telework evaluations to ensure alignment with key practices. These include equitable telework eligibility, consistent performance standards for teleworkers and in-office employees, robust data tracking systems, and periodic program assessments. By addressing these areas, agencies can better leverage telework to enhance mission delivery and organizational health.

This blog post is based on the GAO-25-106316 report and is for informational purposes only. It does not guarantee accuracy or serve as legal advice. Consult official sources for precise guidance.