Electronic performance support systems

An electronic performance support system (EPSS) is any computer software program or component that improves user performance.

EPSSs can help an organization to reduce the cost of training staff while increasing productivity and performance. They can empower employees to perform tasks with a minimum amount of external intervention or training. By using this type of system an employee, especially a new employee, will often not only be able to complete his or her work more quickly and accurately, but, as a secondary benefit, will also learn more about the job and the employer's business.

An EPSS is best considered when

These situations often occur when new systems (e.g. customer relationship management, enterprise resource planning) are introduced, upgraded or consolidated, and in certain call centres when agents must perform using complex systems, processes or products.

There are different views about the components and characteristics of EPSS. For example, from Barker and Banerji’s (1995) point of view, an EPSS has four functional levels, which should be brought together:

In Electronic Performance Support Systems, Gloria Gery defined EPSS as:

an integrated electronic environment that is available to and easily

accessible by each employee and is structured to provide immediate, individualized on-line access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit

Also, in 1991, Barry Raybould gave a shorter definition:

a computer-based system that improves worker productivity by providing on-the-job access to integrated information, advice, and learning experiences.

From a business perspective, a former Nortel Networks executive, William Bezanson (2002) provided a definition linked to application usability and organizational results:

A performance support system provides just-in-time, just enough training, information, tools, and help for users of a product or work environment, to enable optimum performance by those users when and where needed, thereby also enhancing the performance of the overall business.

An EPSS must be distinguished from a traditional online help system. Online help usually supports a single software application and is not necessarily focused on the entire range of job tasks (which may involve multiple applications), but just that specific software. With online help, cross-referencing is often not available and the information provided is limited and rarely combined with procedures or complex tasks. Perhaps most critically, on-line help cannot be customized to the user or the job task; in fact, the same software screen may require different inputs depending on the user and job task.

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