Hi Angie,

We use an IT tracking tool called JIRA (by Atlassian) to track our Service Level Agreement for most of the services that we provide.  The only thing it doesn't do is link in with our eRIM systems  - but for all projects, questions, etc we can line up what we did and how much time we spent (and more) with one of the sections of our SLA.  

Chris Foster
Director of Institutional Records Management
Office of Institutional Compliance
University of North Texas

Sent from my iPad

On Sep 24, 2012, at 8:26 PM, "Angela Fares" <[log in to unmask]> wrote:

> Why don't the various records and information management information system vendors build service level agreement tracking ability in their systems?  Why don't they help us show how their primary champions (we records and information managers) add value to the organization (and ultimately enhance their own profits from extended use) by showing how we deploy the right records to the right place at the right time?
> 
> By this, I mean.....
> 
> Why don't RIM systems let us define an expected response time to record requests and then generate reports on how often we perform to customer expectations?  Why can't we define services rendered as in faxes, scans, record deliveries, research hours, etc.  Why don't we have mechanisms to capture what and when we process and deploy electronic records to the user population at large?  Why are there no "modules" for quality assurance and deficiency analysis to see if the product is living up to "all that it can be" in terms of the product brochures?  Why don't RIM systems have "paper-to-electronic capture" modules to measure proficiency?  
> 
> Just a thought....and yes...I wish the IT world would catch the "SPIRIT" and incorporate it into future versions of ECM systems that we are expected to champion in the future.
> 
> Angela Fares
> 
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