Case Study: The City of Niagara Falls

When Biel’s arrived, the City of Niagara Falls Human Resources Department was overloaded with paper records. The constant inflow of additional records wasn’t making things any better. The department’s paper records are crucial for their operations, yet the city struggled to organize and properly store them. The city archive building is located a half-mile away from the Human Resources Department, therefore anyone who needed to access an old file had to call the Records Manager Officer(RMO), complete a form requesting the record and and wait at least an hour for the RMO to locate and retrieve the file. Misfiled papers were a common occurrence, resulting in long delays for acquiring important information.

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