In a three-part paper, we examine the role of metrics in demonstrating the value of records and information management, especially in organizations that have done so implemented an electronic file management system. In our final post today, we're going to focus on key EDRMS metrics that every business should monitor.
In our last post, we described a process you can use to find the best metrics to use to track the success of your records management program. As mentioned earlier, every organization has unique goals and therefore needs a unique set of metrics to measure the value of their RM program.
Regardless of your clear objectives, however, there are several categories of metrics. Every organization should monitor whether it is using an electronic document and file management system (EDRMS). Two of these categories relate to the EDRMS itself and show you how it works and how to use it. The third category consists of system-generated business intelligence functions that you can use to further optimize your RM program and your EDRMS investment.
Three things to measure with EDRMS:
- EDRMS System Performance System performance metrics show you whether your EDRMS is performing at its highest efficiency in achieving your RM goals. What percentage of the time is it online? Does it help users get their jobs done quickly? To answer these questions, your performance metrics should include system availability, average recovery time from a crash, and response times for common tasks. These metrics are usually readily available as most IT departments naturally track them for all of the company's software applications. By reviewing these metrics regularly, you can identify issues that can affect productivity and affect employee adoption of the EDRMS.
- Using the EDRMS System These metrics not only tell you whether employees are using the system, they also show you how they are using it. At the very least, you want to keep track of basic metrics like the number of employee logins per month and average monthly employee usage. Learn if you need to learn more about the system or if you need to tighten the company's EDRMS policies. In addition to these basics, you should also look at which features of the system are used the most. Are employees using the system as intended? Are you missing important metadata when uploading documents? By keeping an eye on these metrics, you can determine if the system is being used in accordance with your RIM goals and if it is properly configured to allow this.
- Business Intelligence Within the system itself there is a gold mine of valuable data with which you can further optimize your EDRMS and the surrounding business processes. For example, if the system includes automated workflow tools, you can monitor their use over time to identify peaks and valleys. Are there regular bottlenecks that require additional staff or a reallocation of tasks? Another great source of business intelligence is the search terms that employees type into the system. Reviewing these conditions can reveal information gaps that need to be addressed by communications or HR teams. EDRMS data can also tell you if employees are uploading new and unexpected documents that are not already on your classification and retention plans, so you can fill in the gaps.
While this list just scratches the surface, it provides a starting point to optimize your RM program and get the most out of your EDRMS.