Users had difficulty finding information in this client’s records management system. Which records were and were not available in the system was unknown. Most users did not trust the system, and relied on copies they kept in paper files, shared drives, or hard drives.
The client needed to prepare staff for newly transformed records and information management processes
Access Sciences was able to develop trust in the new RIM system that responsibly managed stakeholder perspectives
Users had difficulty finding information in this client’s records management system. Which records were and were not available in the system was unknown. Most users did not trust the system, and relied on copies they kept in paper files, shared drives, or hard drives. As a result, user adoption was poor, and compliance with records and information management (RIM) policies was minimal. Key reasons for the system’s poor reputation included:
To address these needs, our client determined the way forward necessitated a shift from a centralized to decentralized model that incorporated the needs and concerns of stakeholders.
Our client chose a new content management system that better supported the electronic life-cycle management of records, as well as collaboration and sharing of information.
Initially, our client wanted to defer a retention schedule update to contain costs. When they realized the current schedule, if applied, would translate into an ambiguous and confusing information architecture resulting in increased costs for rework down the road, they changed their mind. Updating the retention schedule now was seen as essential to success. To facilitate user adoption of the new system included:
Trust in the new system was established through intentional and careful cultivation by…
As a result: