The results illustrate two main benefits of mobility: 1) increased flexibility in where and when all types of CPS work is done, and 2) increased access to information while out of the office. The laptop was used in case investigation and interventions, documentation and reporting, and court-related activities while in the field, at court houses, and at home. Testers used the laptop during normal work hours, after work hours, during commute times, and when working overtime. About 60% of caseworkers from both districts reported using the laptop while working overtime.

Case documentation was the most frequently use, including inputting and updating notes, and completing safety assessments. Other work included reading and reviewing case histories or new cases, doing person searches or checking client histories, conducting clearances, email, accessing government or other Web sites, and looking up services for clients. One caseworker stated, “I have used the laptop to complete safety assessments, enter interviews, complete RAP's, and other case related work,” while another recounted “I once used it at a 30 Day Conference to do a clearance and access my email to look up a court document.” Another said, “I mainly use the laptop to update my notes and submit cases. I also use it to check and return e-mails and for directions. When I am in the field and get a new case, I use it to read supervisory directives and case history.”

The extent to which caseworkers can access or enter information while out of the office has a big influence on how mobile the testers can be. There appears to be a shift from the pre-test period to the during test period in access to and the ability to enter information. Overall, approximately 72% of testers report using the laptop to access information while in the field at least once a week. Similarly, approximately 68% of testers accessed email at least once a day or more while 54% of testers reported using their laptop at least once a day or more to access map directions. Laptop use significantly reduced the need to return to the office during the work day. Over one-quarter of the testers reported never returning to the office to enter information, compared to 6% before the test. Similarly, 42% reported never returning to the office to access case information while in the field, compared to 15% before the test. Cell phone use decreased somewhat as well. Before the test, about 80% of testers reported calling their supervisors one to three times a week to access information, down to 57% after the test. There was a similar decrease in the number of people calling colleagues for assistance with accessing information while out of the office, although not as dramatic a shift as with the supervisors. One caseworker stated, “It increases caseworkers opportunities to access services while in the field and affords the CPS worker more independence in acquiring clearances.” Thus laptop use may increase the productivity of non-users who would otherwise be on the receiving end of phone calls from caseworkers in the field.

The testers reported several obstacles to mobile use: inability to establish a connection in all locations, not having a dedicated space to work in court houses, overtime policies that discourage work at home, and differences in individual workers preferences about using the laptop during non-working hours.

Table 1 below details the percentage of testers using the laptop at different locations, as well as the average length of time the laptop was used. Testers reported using the laptop most frequently at home, 86% use the laptop at home compared to other locations (44% using it in the court house and 42% using it in the field). In addition, caseworkers use the laptop at home on average for four and half hours per week, compared to using it in court house or the field an average of just over two hours per week. One caseworker stated, “If documentation of the notes cannot be completed at the office, they can be completed at home on the laptop. Notes can also be done while waiting in court.”

Table 1- Location and Hours of Use Per Week

	Overall (n)	Average length of use per week	Manhattan (n)	Staten Island (n)
Home	86 % (82)	4.47 hours	89 % (41)	84 % (41)
Court	44 % (42)	2.34 hours	44 % (20)	45 % (22)
Field	42 % (40)	2.33 hours	35 % (16)	49 % (24)
Office	6 % (6)	0.30 hours	0 % (0)	12 % (6)
Do not use at all	4 % (4)	--	2 % (1)	6 % (3)

Although it has been hypothesized that caseworkers will be able to use their laptops during their commute to and from work, it seems the nature of the commute (i.e., using various forms of public transportation or dealing with traffic) may not allow optimal conditions for laptop use. Approximately 91% of testers in Manhattan and 68% of testers Staten Island have commute times between 30 and 90 minutes. The majority of caseworkers do not do work on their commute. Those that did, used cell phones to make contacts. Interestingly, the number of testers reporting that they work during their commutes went down during the pilot period. During the pre-pilot period, 33% of Manhattan testers and 27% of Staten Island testers reported working during commute times, however, after the test period, only 19% of Manhattan and 11 % of Staten Island testers reported working during their commute. Of those who do work during their commute time, a higher proportion of testers from Staten Island (83%) use the laptop than in Manhattan (58%).

Many caseworkers reported more flexibility in when and where work can be done and some changes in personal work styles were evident. One caseworker stated, “It serves to increase your level of flexibility and offers you greater independence.” Another commented, “When I am able to document sensitive information right away, I don’t have to stress about rushing to the office to document it before speaking to supervisors about the issue.”

More testers now feel that they do not have to wait to enter information in CONNECTIONS when activity happens at the end of the day, however, many still believe they will wait until the next morning. Before the test, about 20% of testers disagreed that they had to wait to enter information the next morning (and 78% agreed), after the test, 33% disagreed they had to wait until the next morning (and 58 % agreed). While these are not huge shifts, some individuals did benefit. Several caseworkers stated, “With the laptop, I enter my daily progress notes on time. That means any visit that I did after work hours is entered before the next work day.” while another said, “I don't have to wait until the next day to input my notes after an initial visit or field visit. It is very helpful.” The introduction of the laptop made no changes to perceptions of caseworkers having control over their schedule during the day or being able to schedule their time more efficiently. Most already perceive that they have control over their schedules and can schedule time efficiently.

Overall, 48% of testers rated the log-on process as very difficult to extremely difficult, 28 % rated it as neither difficult nor easy and another 20% said it was easy. However, Staten Island testers reported greater log-on difficulty than Manhattan testers (61% of Staten Island and 35% of Manhattan testers reported logging on to be very difficult to extremely difficult). Many testers also experienced problems with connectivity. Staten Island testers consistently reported establishing a connection, losing a connection and the speed of connection as more problematic in all locations than testers in Manhattan. This difference is especially evident in perceptions of problems occurring at court houses and in the field.