Workforce Analytics Transforms Western Reserve's Hybrid Workforce

Western Reserve Area Agency on Aging (WRAAA) faced critical visibility challenges with their hybrid workforce. Their manual, disconnected monitoring systems made identifying risks and investigating employee performance difficult and incomplete. 

After implementing Teramind, WRAAA now has visibility into approximately 4,700 monthly activities, with intelligent filtering that escalates only significant concerns. They gain comprehensive visibility into employee productivity, and automates evidence-based decisions about resource allocation and performance management.

“The trends we are able to uncover with Teramind strengthen our departments and empower supervisors to make positive changes.” 

— Mark Davidson, Chief Information Officer, Western Reserve Area Agency on Aging

Challenge: Hidden Cost of Workforce Blind Spots

As WRAAA shifted to a hybrid work model, supervisors lost critical visibility into their teams’ productivity. 

The organization faced three specific challenges:

1. Disconnected Monitoring Systems: Multiple tracking systems operated in isolation, making investigations time-consuming and incomplete
2. Limited Supervisor Visibility: Both new and experienced managers lacked frameworks for evaluating distributed team performance
3. Security Vulnerabilities: The CIO struggled to efficiently block unauthorized activities and secure off-network devices

For an organization responsible for delivering critical services to aging populations, these gaps created significant operational and security risks.

Solution: Data-First Implementation Approach

After evaluating multiple options, WRAAA selected Teramind for its comprehensive monitoring capabilities. The “live demo” experience was described as “gold,” setting Teramind apart from competitors by demonstrating actual data collection power.

WRAAA took a methodical approach to implementation:

1. Deployed Teramind’s on-premise, hidden agent solution
2. Collected data for 3-4 weeks before taking any action
3. Established clear behavior policies to identify risks
4. Developed customized dashboards for different stakeholders

WRAAA uses Teramind’s hidden agent while being transparent with employees about monitoring. Leadership framed the system as a tool for positive change rather than punishment, which proved essential for gaining buy-in from both management and staff.

Results: Measurable Operational Outcomes

Productivity Insights

• Identified specific time inefficiencies between team members, revealing which employees needed more time to complete identical tasks
• Replaced subjective performance assessments with concrete, measurable productivity metrics
• Enabled supervisors to spot productivity patterns that remained hidden in their previous system

Resource Allocation Impact

• Provided CFO and COO with data to measure opportunity costs and ensure effective resource allocation
• Equipped HR with evidence to determine if additional headcount was truly needed or if teams could operate more efficiently
• Created a foundation for data-backed budgeting decisions rather than relying on departmental estimates

Security Enhancement

• Generated approximately 4,700 monthly alerts from behavior policies, creating comprehensive visibility
• Enabled the CIO to take “swift actions” on Data Loss Prevention (DLP) issues

Employee Development

• Revealed “silent rockstars” who were performing exceptionally but might have been overlooked
• Saved at least one employee’s position by providing the complete context behind performance issues
• Demonstrated how monitoring could be used for positive reinforcement rather than purely punitive measures

Looking Forward: Beyond Monitoring

WRAAA leaders see potential for the platform to help identify promotion candidates in the future. This evolution from reactive monitoring to proactive talent development demonstrates the platform’s strategic value beyond its initial security applications.

WRAAA has established a data-driven decision-making framework that continues to strengthen departments and inform resource allocation within their hybrid work environment.

Key Takeaways

For organizations considering similar workforce visibility solutions:

1. Data Before Action: Collect comprehensive data before implementing policies or making changes
2. Focus on Positive Outcomes: Position monitoring as a tool for improvement and recognition, not just catching issues
3. Define Clear Metrics: Establish what “good” looks like in your specific organizational context
4. Ensure Transparency: Be upfront about monitoring practices while protecting necessary security measures

“If something were to happen, we were going to want something like Teramind.” 

— Mark Davidson, Chief Information Officer, Western Reserve Area Agency on Aging