[Case Study: RM Process Improvement]

RM and IT Improvements and Ongoing Operations

The challenge:  Limited compliance with regulations, ineffective system design, and low levels of customer satisfaction.

In this multi-year consulting and outsourcing agreement with a government agency, Access Sciences assessed, audited, improved, and operated records management processes and document management technology to improve compliance and enhance customer satisfaction ratings.  Access Sciences stabilized and measurably improved operations by:

• conducting detailed records management needs assessments and ISO 15489 audits
• completing several records management improvement projects, including an upgrade to the retention schedule
• developing hold order and discovery management processes and policies
• creating a public web interface and system upgrades to support increased volumes and public access and retrieval of appropriate records
• training agency end users, public citizen users, and help desk users
• operating the records management center and the EDMS technology support function.

The outcome:  This work resulted in significant jumps in system use and in user satisfaction, and improved compliance with governing regulations and laws.