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Electronic Performance Support

Organizations are constantly seeking performance support solutions that can help employees and customers transcend the boundaries of software usability while reducing the need for extensive training or post-training support. An effective performance support system improves software usability, raises the level of knowledge worker productivity and significantly reduces operational costs.

Electronic Performance Support Systems are available today to provide just-in-time guidance and assistance for application users at the moment of need.

What is Electronic Performance Support?

An "Electronic Performance Support System" (EPSS) is a specialized environment that allows learning or user assistance resources to be embedded directly within the workflow of business-critical software applications. Users receive information in the live software application, exactly where and when they need it, to help more effectively and independently carry out their job tasks without extensive training or heavy reliance on traditional forms of support.

With EPSS, instructions and user assistance interact directly with the software application's interface to assist software users with the completion of specific procedures. For example, as the user moves through an application (such as SAP, Oracle, Microsoft, IBM, or proprietary software system), information is displayed in the form of policies, procedures, definitions or regulations to complete the process. Features such as error checking/correction on user input or the automatic completion of tasks can be configured to boost productivity, decrease costly errors and enhance the usability of software applications.

Performance Support Methodology and Services

Expand Global offers Electronic Performance Support solutions to help your organization increase employee productivity across software applications and business processes.

Our comprehensive consulting and development offering is designed to ensure a successful EPSS implementation. Our services include:

• EPSS Tool Evaluation and Selection
• Proof of Concept Package (includes consulting, workshop, conceptual design, prototype and analysis)
• Architecture Design
• Business Processes Definition and Documentation
• Training and Mentoring for Content Developers
• Content Design, Development and Maintenance
• Implementation and Deployment Support
• Software Development
• Project Management

Our EPSS service methodology begins with understanding your business requirements, analyzing your applications and introducing the right tools and technologies to create a performance support infrastructure with the highest business impact. This follows with a Proof of Concept project where a prototype is created.

After the Proof of Concept, we work closely with your subject matter experts to analyze business processes and create the learning content/guidance for embedding directly within the business process workflow. Once the EPSS solution is operational, we measure its impact and provide support with any fine-tuning to create a system for improving software usability, raising the level of knowledge worker productivity and reducing operational costs.