The primary conclusion from the usage data is that the field workers put the laptops to use in a variety of ways that reflect both their work situation and the capabilities of the devices. The dominant place of use was at home; over 80% of the users in both field offices reported using the laptop at home, on average over four hours per week. The interviews and workshops provided some explanation of this pattern, namely that there are limited places and opportunities to use the laptops in the field, due to limited or slow connections, lack of privacy, concern for personal safety, and unwillingness to use the device in the presence of clients. Almost all the caseworkers stated that it is not appropriate to use a laptop in client’s home when trying to establish a rapport and pay attention to the surroundings. Over 40% reported two plus hours on average of both field and court use, with somewhat high levels of field use in Staten Island, possibly due in part to greater use of personal cars for transport there.

Though they could use the laptops in court, testers reported connectivity problems in that environment. Over 75% of the Staten Island field office group reported connectivity problems in court, compared to less than 40% from Manhattan.

The testers found many uses for the devices in addition to documentation of cases. Overall, over 70% report using the laptop to access information while in the field at least once a week. Other uses included email and map directions at least once a day or more. The use of laptops reduced travel to the office from the field as well, with over 40% reporting not having to return to the office to access information during the test, compared to 15% before. By contrast, work during commuting decreased during the test compared to the prior period, perhaps due to more work done at home.