Performance Support and ROI

An Electronic Performance Support System (EPSS) may also be known as electronic performance support, automated job aids, electronic performance support tools, electronic coaches, intelligent online help, performance centered design, embedded support, or enriched learning environments. Performance support systems such as job aids have been a matter of importance to performance technology for a long time. The availability of computer technology, the increasing complexity of the workplace, and the need for increased workplace performance to enable global corporate competition are three factors that have lead to an increased concern about how to most effectively design and develop performance support tools in an electronic environment.

The purpose of EPSS is to enable workers to perform a task or set of tasks better by providing information and procedures when they're needed, in the worker's natural environment. Providing performance support "just-in-time," (JIT) obviates the need for the worker to store knowledge; they can access it as needed, and within context. This is not only more convenient than out-of-context training, but may allow better transfer of learning, because workers often learn better in authentic performance settings.

An EPSS is not a magic bullet, and measuring ROI for an EPSS is as important as for other interventions. The cost of an EPSS is primarily incurred during the initial development. While delivery costs may be lower than that of traditional training, it is more difficult to track them. Performance support occurs at the same time as the employee's performance, in contrast to traditional training, which is normally finite and easier to isolate from the cost of performing the work itself. Because most of the cost of an EPSS is up-front (during implementation), the ROI for an EPSS increases the longer the system is used. An EPSS can also eliminate the costs associated with traditional training, such as travel expense and classroom space.

Hawkins, Gustafson, and Nielsen (1998) created a web-based EPSS ROI calculator for use by the U.S. Department of Veterans Affairs. Some benefits of an EPSS tracked in an example web-based ROI calculator were:

New employees:
· reduced time required to learn the task
· reduced supervision hours (answering questions, training the employee, organizing work)
· reduced help from coworkers
· reduced calls to help line
· reduced down time (waiting for help, consulting manuals)
Continuing employees:
· fewer mistakes
· fewer employees needed
· reduced overtime
Quality benefits:
· reduced employee turnover
· reduced grievances
· reduced absenteeism/tardiness (morale improvements)

Reference: * Electronic Performance Support Systems - By Susan Mullen ( http://edweb.sdsu.edu/people/ARossett/pie/Interventions/epss_1.htm )