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Remote Technologies for the Workforce

Feasibiliy Analysis
Prepared by Tiffany Coy

Prepared for: DeVry University Online Division Orlando, Florida August 21, 2011

|LETTER OF TRANSMITTAL
To: From: Date: Subject: DeVry University, Online Division Tiffany Coy, ADA August 21, 2011 Transmittal for Feasibility Analysis on Remote Technologies

In response to your request of July 5th, I have analyzed the feasibility of online advisors utilizing remote technologies in lieu of rented space within a campus center. I am pleased to present the enclosed report, which summarizes considerations for this alternative. Based on my research, I recommend Cisco to develop and provide training for your remote technologies. The reasons indicated are described in the report and are based on cost and security comparisons. I would like to thank the five developers who presented bids for consideration, and to Evan Brito, Account Representative for Cisco, for providing supplemental information on his business. He will be our primary contact, should you decide to move forward with Cisco. Please feel free to contact me if you wish to discuss this report in further detail. Enc. Report

|TABLE OF CONTENTS
Letter of Transmittal ....................................................................................................................... 2 Abstract................................................................................................................................................. 4 Introduction ........................................................................................................................................ 5 Findings Schedule................................................................................................................................................ 7 Communication.................................................................................................................................. 7 Physical Set-Up .................................................................................................................................. 9 Compensation................................................................................................................................... 10 Benefits ............................................................................................................................................... 11 Evaluation .......................................................................................................................................... 11 Savings ................................................................................................................................................ 11 Security ............................................................................................................................................... 16 Savings ................................................................................................................................................ 11 Conclusion ......................................................................................................................................... 18 Recommendation ............................................................................................................................ 19 References ......................................................................................................................................... 27 Appendices Appendix A: Audience Analysis ................................................................................................. 28 Appendix B: List of Figures and Tables .................................................................................. 29

|ABSTRACT
As DeVry University launched an online platform for their undergraduate programs in 2008, online advisors have become more affluent than campus advisors who have been sharing space within their own real estate. The consistent growth pattern that this online platform has produced conveys a need for housing this type of growth, as campus centers are reaching their maximum capacities.

In an effort to continue to increase this growth, remote technologies have been explored as an alternative to renting additional space for online advisors. With this type of technology expansion would be endless for the online platform, while the campus centers currently housing online advisors could also have the potential to grow internally.

Cisco intends to offer DeVry University a remote package for these needs, providing the training and software necessary to launch a tightly secured network for advisors who will utilize these technologies.

|INTRODUCTION
Overview
Rising real estate and energy costs have prompted many businesses to allow employees to telecommute. As DeVry University has moved its operations online, commensurate remote technologies have been explored as an option for online advisors. This analysis illustrates productivity and security measures, cost benefits, and social trends suggesting a more prevalent remote future.

History
For the past eighty years, DeVry University has been a leader in applications-based education, recently adding an online platform to their ninety campuses across twenty-six states. As one of the largest degree-granting higher education systems in North America, DeVry University provides high-quality, career-oriented associate, bachelors and masters degree programs in technology, healthcare, business and management. 1

Purpose
In 2008, DeVry University launched an online platform for the majority of their undergraduate degree programs. Campuses in Orlando, Florida; Naperville, Illinois; and Phoenix, Arizona made room for hundreds of new online advisors to handle the new online platform, however, as the growth of online education has far exceeded traditional campus settings, the demand for online advisors has surpassed the maximum capacity limits of these campus centers. In July of 2011, the online platform was removed from the Phoenix, Arizona campus and all enrollments from that center were sent to the remaining campuses housing the online platform, thus, creating an additional need for expanded resources.

A recent study conducted by HR Magazine revealed that telecommuting options are becoming more prevalent within the workforce.

Figure 1.1

Some key benefits to working remotely include overhead cost savings, staff retention, and the ability to continue operations during crises. (For example, hurricane season in Florida, and the cold winters that have a tendency to shut down Illinois campuses.) By working remotely, employees also help protect the environment by avoiding the lengthy commutes that add pollutants to our environment. Of course, working remotely is also a solution to the ever-increasing prices of gasoline. This report explores the key areas of concern within telecommuting, such as: Schedule Communication Physical Set-up Compensation Benefits Evaluation Savings Security 6

|FINDINGS
Schedule
DeVry University receives several thousand inquiries from prospective students throughout the United States and beyond; currently, these inquiries are routed evenly across all ninety campuses, including the online platform. By regionalizing these inquiries, schedules could be made for online advisors that correlate with the time zone of the region they are dedicated to work. For example, all current online advisors at the Orlando, Florida campus would receive inquiries from the eastern standard time zone, while the current advisors at the Naperville, Illinois location would receive inquiries from prospective students who reside within central standard time. As this online platform continues to grow, additional online advisors will be necessary for handling inquiries from the west coast. While employees would have the flexibility of working from home, schedules should still be regimented. In order to maximize time coverage, schedules should be offered from 9:00 AM to 9:00 PM time slots. Employees would be able to pick an eight-hour shift that falls within those time frames, though sticking to routine schedule weekly.

Communication
Remote-access virtual private networks (VPN) allow secure access to company resources by establishing encrypted tunnels across the Internet, thus allowing a company to extend the reach of their networks to employees who wish to work remotely from home. Cisco, a leading telecommunications provider for businesses across the globe, provides two primary methods for deploying remote-access technologies: IP Security (IPsec) and Secure Sockets Layer (SSL). IPsec-based VPNs are the deployment-proven remote-access technology used by most organizations today. IPsec VPN connections are established using pre-installed VPN client software on the user desktop, thus focusing it primarily on companymanaged desktops. Using IPsec client software, organizations can control the appearance and function of the VPN client for use in applications such as unattended kiosks and integration with other desktop applications. SSL-based networks provide remote-access connectivity from almost any Internetenabled location using a Web browser and an SSL encryption; this makes them capable of connectivity from company-managed desktops and non-companymanaged desktops, such as employee-owned PCs, contractor or business partner 7

desktops, and Internet kiosks. Any software required for application access across the SSL VPN connection is downloaded on an as-needed basis, thereby minimizing desktop software maintenance.2 Comparing IPsec and SSL VPN Technologies: Characteristics Application and Network Resource Access End-User Access Method End-User Access Device Options SSL (using full network access) and IPsec VPNs offer broad access to virtually any application or network resource SSL VPNs are initiated using a Web browser IPsec VPNs are initiated using pre-installed VPN client software SSL VPN enables access from company-managed, employeeowned, contractor and business partner desktops, as well as Internet kiosks IPsec VPN enables access primarily from companymanaged desktops Only a Web browser is required for SSL VPN IPsec VPN requires proprietary pre-installed client software Basic SSL VPN access can operate without any specialpurpose desktop software, thus no updates are required. Full network application access is provided using software that automatically installs and updates without any user knowledge or intervention. IPsec VPNs can automatically update, but is more intrusive and requires user input SSL VPNs offer granular access policies to define what network resources a user has access to, as well as usercustomized Web portals IPsec offers granular access policies, but no Web portals

Desktop Software Requirements Desktop Software Updates

Customized User Access

Figure 1.2

While many other providers only offer IPsec or SSL, Cisco offers both technologies integrated onto one single platform with unified management. Offering both IPsec and SSL technologies enables companies to customize their remote-access VPN without any additional hardware or management complexity.

Choosing a Remote-Access VPN Technology: SSL VPN "Anywhere" Access from Non-Company-Managed Devices, such as Employee-Owned Desktops and Internet Kiosks Business Partner Access User-Customized Access Portals Minimized Desktop Support and Software Distribution Greatest Flexibility to the End-Users Greatest VPN Client Customizability Ability to Maintain Existing IT Deployment and Support Processes
Figure 1.3

IPsec VPN

X X X X X X X X

Physical Set-up
In order to deploy remote-access technologies, the following resources would need to be purchased for each individual remote-worker: Laptop or personal computer High speed Internet connection Telephone /service provider Cisco remote-access system Technical support Printer Scanner Fax

An alternative to the latter three resources could be requiring remote-workers to supply their own printer, scanner, and fax machine, as all three of these resources now come together in one machine for a fairly decent price, and most individuals already own something of that nature. A recent survey from HR Magazine indicates that this may be the route most companies are choosing to take.

Figure 1.4

Costs are reviewed in depth on page 12.

Compensation
As DeVry University will spend about $2,500 for each individual who will utilize remote technologies, that expense can be offset by paying lower hourly wages to these remote workers. Individuals seeking telecommuting benefits should receive $1.50 less per hour than their counterparts working within campus centers; this would be beneficial to the company in offsetting the initial costs of allowing an employee to work remotely, while also benefitting the employee by saving them gasoline and toll fees where applicable.

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Benefits
All benefit packages should remain the same across the board for employees working remotely or at a campus center. Full-time employees who wish to work remotely would still work a forty-hour workweek, thus making them eligible for the same benefits DeVry University offers other counterparts.

Evaluation
DeVry University currently utilizes Collabrio call monitoring software in conjunction with observations conducted by managers to evaluate advisors. While the call monitoring software can be tailored to remote locations, the one-on-one meetings with managers and advisors will need some adjustments for remote workers. DeVry University also utilizes Ciscos WebExTM web conferencing tool, which enables the home office in Illinois to conduct training sessions with advisors across all ninety campuses. This software can also be useful in the evaluations of employees, as it can be expanded for uses other than training purposes. With this type of technology already in place, it will be effortless to transition face to face evaluations into web conferencing evaluations.

Savings
I have prepared a cost-benefit analysis for remote technologies, from both the employer and employee viewpoint. This analysis includes both start-up costs and recurring costs, ranging from installation costs to cost benefits such as decreased turnover and increased organizational effectiveness. The following figures on page 12 are based off of an employee making an annual salary of $40,000 and working remotely for 20 days a week.

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Figure 1.5 (cont.)

12

Cost benefits to employer and remote worker are continued on page 14.

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Figure 1.6

14

Figure 1.7

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Security
Technologies required for mitigating malware such as worms, viruses, and spyware and for preventing application abuse, data theft, and hacking exist in the security infrastructure of many organizations' networks. In most cases, however, they are not deployed in such a way that they can protect the remote-access VPN, due to the native encryption of VPN traffic. While additional security equipment may be purchased and installed to protect the VPN, the most cost-effective and operationally efficient method of securing remote-access VPN traffic is to look for VPN gateways that offer native malware mitigation and application firewall services as an integrated part of the product.3

Figure 1.8

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Cisco Integrated Services Routers enable organizations to use their existing router deployment to provide full tunnel SSL VPN capabilities to as many as 200 concurrent users. Integrating security, industry-leading routing, and converged data, voice, and wireless with Cisco IOS SSL VPN provides a highly manageable and cost-effective network solution for small and medium-sized businesses and organizations.

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|CONCLUSION
Remote technologies are becoming more affluent throughout businesses across the globe as they have made a positive impact on a wide range of issues. Working remotely can be the most cost-effective way of reducing rush hour traffic, highway safety, and even air quality. Remote technologies continue to improve, while technological barriers are becoming less daunting and as they recede, additional barriers are now becoming more significant by comparison. After comparing current costs with start-up and recurring costs of remote technologies, it would seem beneficial to both DeVry University and its online advisors to implement these technologies. In an effort to reduce overhead costs, increase employee satisfaction, and reduce turnover, remote technologies could very well be the future of DeVry University Online.

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|RECOMMENDATION
The Cisco ASA 5500 Series Security Appliance is Cisco's most advanced SSL VPN solution, delivering concurrent user scalability from 10 to 10,000 sessions per device and tens of thousands of sessions per cluster through integrated load balancing. Converging VPN services with comprehensive threat defense technologies, the ASA 5500 Series delivers highly customizable remote network access while providing fully secured connectivity.4

Figure 1.9

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Ciscos ASA 550 is user-friendly and easy to manage with a robust graphical interface.

Figure 1.10

This ASA 5500 offers remote solutions for a variety of business sizes and provides an integrated approach to network security. I recommend using the Cisco ASA 5500 to protect DeVry Universitys business and data.

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Figure 1.11 Comparisons of Cisco ASA 5505, 5510, 5520, 5540, and 5550 Security Appliances Feature Cisco ASA 5505 Cisco ASA 5510 Cisco ASA 5520 Cisco ASA 5540 Cisco ASA 5550

Users/Nodes

10, 50, or unlimited Up to 150 Mbps

Unlimited

Unlimited

Unlimited

Unlimited

Firewall Throughput Maximum Firewall and IPS Throughput

Up to 300 Mbps

Up to 450 Mbps

Up to 650 Mbps

Up to 1.2 Gbps Not available

Up to 150 Mbps with AIP-SSC5

Up to 150 Mbps with AIP-SSM10 Up to 300 Mbps with AIPSSM-20

Up to 225 Mbps with AIP-SSM10 Up to 375 Mbps with AIP-SSM20 Up to 450 Mbps with AIPSSM-40

Up to 500 Mbps with AIP-SSM-20 Up to 650 Mbps with AIP-SSM-40

3DES/AES VPN Throughput*** IPsec VPN Peers Premium AnyConnect VPN Peers* (Included/Max imum) Concurrent

Up to 100 Mbps

Up to 170 Mbps

Up to 225 Mbps

Up to 325 Mbps

Up to 425 Mbps

10; 251

250

750

5000

5000

2/25

2/250

2/750

2/2500

2/5000

10,000;

50,000;

280,000

400,000

650,000

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Connections New Connections/S econd Integrated Network Ports

25,000* 4000

130,000* 9000 12,000 25,000 36,000

8-port Fast Ethernet switch (including 2 PoE ports)

5 Fast Ethernet ports; 2 Gigabit Ethernet + 3 Fast Ethernet ports* 50/100*

4 Gigabit Ethernet, 1 Fast Ethernet

4 Gigabit Ethernet, 1 Fast Ethernet

8 Gigabit Ethernet, 4 SFP Fiber, 1 Fast Ethernet

Virtual Interfaces (VLANs)

3 (no trunking support)/2 0 (with trunking support)* 0/0

150

200

400

Security Contexts (Included/Max imum)* High Availability

0/0 (Base); 2/5 (Security Plus)

2/20

2/50

2/50

Not supported; stateless Active/Sta ndby and redundant ISP support* 1, SSC 0

Not supported; Active/Activ e and Active/Stand by**

Active/Activ e and Active/Stand by

Active/Active and Active/Standb y

Active/Activ e and Active/Stand by

Expansion Slot UserAccessible Flash Slot USB 2.0 Ports

1, SSM 1

1, SSM 1

1, SSM 1

0 1

3 (1 on front, 2 on rear) 1 RJ-45 console

Serial Ports

2 RJ-45, console and auxiliary

2 RJ-45, console and auxiliary

2 RJ-45, console and auxiliary

2 RJ-45, console and auxiliary

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RackMountable

Yes, with rackmount kit (available in the future) Yes, with wallmount kit (available in the future) Yes

Yes

Yes

Yes

Yes

WallMountable

Not available

Not available

Not available

Not available

Security Lock Slot (for Physical Security)

Not available

Not available

Not available

Not available

Technical Specifications Memory Minimum System Flash System Bus 512 MB 128 MB 1 GB 256 MB 2 GB 256 MB 2 GB 256 MB 4 GB 256 MB

Multibus architectur e

Multibus architecture

Multibus architecture

Multibus architecture

Multibus architecture

Environmental Operating Ranges Operating Temperature Relative humidity Altitude Shock 32 to 104F (0 to 40C) 5 to 95 percent noncondensing

Designed and tested for: 0 to 9840 ft (3000 m) Agency approved for: 2000 m 1.14 m/sec (45 in./sec) sine input 1.14 m/sec (45 in./sec) 1/2 sine input

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Vibration

0.41 Grms2 (3 to 500 Hz) random input 0 dBa max

0.41 Grms2 (3 to 500 Hz) random input

Acoustic noise Nonoperating Temperature

60 dBa max

-13 to 158F (-25 to 70C) 5 to 95 percent nonconden sing 0 to 15,000 ft (4570 m) 30 G 0.41 Grms2 (3 to 500 Hz) random input

-13 to 158F (-25 to 70C)

Relative humidity

5 to 95 percent noncondensing

Altitude

0 to 15,000 ft (4570 m)

Shock Vibration

30 G 0.41 Grms2 (3 to 500 Hz) random input

Power Input (per Power Supply) Range line voltage Normal line voltage Current Frequency 100 to 240 VAC 100 to 240 VAC 1.8A 50/60 Hz 100 to 240 VAC

100 to 240 VAC

3A 47/63 Hz, single-phase

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Output Steady state Maximum peak Maximum heat dissipation 20W 96W 150W 190W

72 BTU/hr

648 BTU/hr

Physical Specifications Form Factor Dimensions (H x W x D) Desktop 1.75 x 7.89 x 6.87 in. (4.45 x 20.04 x 17.45 cm) 4.0 lb (1.8 kg) 1 RU, 19-in. rack-mountable 1.75 x 17.5 x 14.25 in. (4.45 x 20.04 x 36.20 cm)

Weight (with Power Supply)

20.0 lb (9.07 kg)

22.0 lb (10 kg)

Regulatory and Standards Compliance Safety Electromagneti c Compatibility (EMC) UL 60950, CSA C22.2 No. 60950, EN 60950 IEC 60950, AS/NZS60950 CE marking, FCC Part 15 Class B, AS/NZS CISPR22 Class B, VCCI Class B, EN55022 Class B, CISPR22 Class B, EN610003-2, EN610003-3 CE marking, FCC Part 15 Class A, AS/NZS CISPR22 Class A, VCCI Class A, EN55022 Class A, CISPR22 Class A, EN61000-3-2, EN61000-3-3

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Industry Certifications

FIPS 1402 Level 2 In process: Common Criteria EAL4+ US DoD Applicatio n-Level Firewall for MediumRobustnes s Environme nts, and Common Criteria EAL4 for IPsec/SSL VPN

Common Criteria EAL4 US DoD Application-Level Firewall for MediumRobustness Environments, Common Criteria EAL2 for IPS on AIP SSM-10 and -20, FIPS 140-2 Level 2, and NEBS Level 3 In process: Common Criteria EAL4+ US DoD Application-Level Firewall for Medium-Robustness Environments, and Common Criteria EAL4 for IPsec/SSL VPN

FIPS 140-2 Level 2 In process: Common Criteria EAL4+ US DoD ApplicationLevel Firewall for Medium-Robustness Environments, and Common Criteria EAL4 for IPsec/SSL VPN

1Separately 1**

licensed feature; includes two SSL licenses with base system

Available for the firewall feature set

1***

VPN throughput and sessions count depend on the ASA device configuration and VPN traffic patterns. These elements should be taken in to consideration as part of your capacity planning

|REFERENCES
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1DeVry

University. (n.d.) Retrieved August 21, 2011, from: http://devry.edu

2,3 Cisco

Technologies, Inc. (n.d.) Remote-Access VPNs: Business Productivity, Deployment, and Security Considerations. Retrieved August 21, 2011 from: http://www.cisco.com/en/US/prod/collateral/vpndevc/ps6032/ps6094/ps6120/ prod_white_paper0900aecd804fb79a.html
4ADCAP

Network SystemsTM. (n.d) How Critical is Your Business Data? Retrieved August 21, 2011 from http://www.adcapnet.com/partners/cisco-systems/cisco-asa-firewall/

CRS Report for Congress (n.d.) Telework Legislation Pending in the 110th Congress. Retrieved August 21, 2011 from http://assets.opencrs.com/rpts/RL34516_20080611.pdf Society for Human Resource Management (n.d.) Make Telecommuting Pay Off. Retrieved August 21, 2011 from http://www.shrm.org/Publications/hrmagazine/EditorialContent/2011/06 11/Pages/0611meinert.aspx Annual Reports to Congress (n.d) Reports and Studies. Retrieved August 21, 2011 from http://www.telework.gov/reports_and_studies/related_reports/index.aspx Nilles, Jack M. (n.d) Telework Cost-Benefit Analysis Calculator. Retrieved August 21, 2011, from http://www.jala.com/homecba_input.php

|APPENDIX A
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Audience Analysis
Audience Identity and Needs
Project topic Primary audience Secondary audience Intended use of document Remote technologies DeVry University (The instructor and classmates in TC220) Analyze the feasibility of remote technologies for online admissions advisors in terms of cost, technological advancements, and sustainability Numerous software platforms for remote technologies Cost comparisons of real estate vs. remote technologies Cost, security, benefits, and remote provider

Prior knowledge of topic Additional information needed Probable questions

Audience Attitude and Personality


Attitude toward topic Possible objections Probable attitude toward this writer Organizational climate Those most affected by this document Temperament Probable reaction to the document Heightened interest Decision makers and online advisors Open Security, control over employees Open to suggestion, valued employee

Audience Expectations
Reason document originated Acceptable length Material important to the audience Most useful arrangement Tone Cultural considerations Intended effect on the audience Informative None Awareness of technological advancements Figure 1.12 Schedule, communication, set-up, compensation, benefits, savings, security Seeking solutions for growing online platform

|APPENDIX B
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List of Tables and Figures


Figure 1.1 Figure 1.2 Figure 1.3 Figure 1.4 Figure 1.5 Figure 1.6 Figure 1.7 Figure 1.8 Figure 1.9 Figure 1.10 Figure 1.11 Figure 1.12 Employers Offering Telecommuting Options Comparing IPsec and SSL VPN Technologies Choosing a Remote-Access VPN Technology Page 6 Page 8 Page 9

Tools and Technology offered to Telecommuters Page 10 Direct Costs of Telecommuting Cost Benefits to Employer Cost Benefits to Remote Worker Secured VPN Deployment Converged VPN, Firewall, and Threat Mitigation Cisco ASA 5500 Graphical Interface Comparisons of Cisco Security Appliances Audience Analysis Page 12 Page 14 Page 15 Page 16 Page 19 Page 20 Page 21 Page 28

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