Signature Verification Performance Support System Project

While working for a company specializing in signature verification and imaging solutions, a BSI principal developed a comprehensive documentation, training, and Human Performance Support System (HPSS) solution for a public sector client.

The client organization was tasked with verifying hundreds of thousands of signatures on thousands of forms from across the province within 30 days of receipt.

All procedures had to be transparent, open to public review, and in compliance with the strict legislative and policy requirements governing electoral matters. Accuracy and quality control were paramount, as errors in the process would have had grave legal and political consequences.

Clerical staff, who were hired for the signature verification process just before receipt of the forms, had to be trained to exacting performance levels with both manual and computer procedures within half a day.

A Human Performance Support System (HPSS).

As part of this project, we developed the non-computerized document management procedures in partnership with the client.

We created a total quality process, including Quality Control and Quality Assurance functions, that specified exactly how each task was to be conducted.

To support this process, we created an integrated suite of operator and administrator manuals, equipment and resource lists, workflow analyses, decision trees, procedure guidelines, procedure and quality control checklists, labels, stamps, data forms, and diagrams of equipment and worktable placement to facilitate the management of documents.

Using the HPSS we designed, clerical staff were able to successfully process the required number of signatures well within the allowable timeframe and to the exacting standards required.

Because of the comprehensiveness of the HPSS, we were able to focus the training on how to use the signature verification computer application, rather than having to spend time on the correct procedures for managing the thousands of incoming documents.

Training for both manual and computer procedures was successfully delivered within the allotted 1/2 day.

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