PCD Awards 2004
SUBMISSION FORM

Category:  Extraordinary PCD Tools 

Deployment State:  In-Production

 

Extraordinary PCD Tools are technologies (tools, products, protocol) that were not previously available commercially or otherwise.  Innovative PCD Tools and Techniques are things that facilitate embedding support into other software, act as agents to deliver decision support at the time of need, integrate disparate end-user software, help anticipate and resolve performance challenges, use general inference techniques to eliminate complexity, reduce the need for conventional IT support, replace more conventional means of support, and the like.  These can be new components of existing PCD Tools and Techniques if they are sufficiently unique.

Excellent examples of Extraordinary Performance Centered Design Tools are those that facilitate creating and integrating performance support environments, such as alternate interfaces, merging disparate systems (via interface integration, middleware, agents, and the like); capturing and disseminating business processes and best practices; improving business processes; embedding “wizards” and other productivity enhancers into existing systems; providing decision support and workflow support; providing resources to quickly troubleshoot problems, answer customer questions, and the like.  Any tool that clearly stands head-and-shoulders above the rest in its category - or that defines a unique category -  for enhancing the creation of EPSS / Performance-Centered Solutions is a candidate for an Extraordinary PCD Tool.  Hardware and hardware devices that fit this description are also candidates.

(Please replace italicized text with content specific to your entry.)

Entry Title

2Work!™ Electronic Performance Support System

Submitted by:

ThinkSmart Performance Systems

Contact Name:

Amy Thropp, Product Manager

Phone:

770-325-2229

E-mail:

athropp@thinksmartps.com

Address:

6025 The Corners Parkway, NW

Suite 100

Norcross, GA 30092

Logo:

 

Classification:

Please classify your entry:

 

Comprehensive performance-centered content management system development tool

 

Specialty performance support tool that address one or more elements of the PCD lifecyle:

User experience, interface development/generation, usability

Content engineering

X Real-time assembly of performance objects

 

 

Product / Component Name & Brief Description:

The patented 2Work!™ EPSS is software that works concurrently with browser-based applications to deliver relevant information, so that end-users of the applications can perform tasks correctly, the first time. The 2Work! EPSS sends contextual information right to the users’ desktop—where and when the users need it.

 

Vendor:

Same as above

 

Operating Environment:


The 2Work! EPSS is a web-delivered software system that works in tandem with a web-based application (referred to as the target application in this document) to provide real-time content, pushed to end users without them having to request it. In order to accomplish this, the 2Work! EPSS employs a three-part architecture that enables the target application to present content to the user in a separate browser window.

 

Normally, a web-based application consists of one or more back-end servers, and one or more web servers that deliver the application to a browser-based client. The 2Work! EPSS adds a proxy server, a database server and a content server (web server) to the mix and inserts these servers in between the web-based application and its client. The 2Work! servers are logically divided and can be physically located on one or more server boxes.

 

The target application’s functionality is unmodified by the proxy’s insertions. The two windows work in tandem to provide not only the application, but content to go along with it.

 

Client Requirements

The 2Work! EPSS works with Internet Explorer Version 5.5 or higher or Netscape Version 7 or higher. Browsers need to be set with javascript and cookies enabled. No additional plugins are needed for end-users of the target application. Content developers can use the 2Work! EPSS’ WYSIWYG Content Editor, an ActiveX control that is downloaded to the developer’s computer. Optionally, HTML can be created using any HTML editor such as Dreamweaver™ or Microsoft FrontPage™ and then pasted into the 2Work! EPSS.

 

Server Requirements

The 2Work! EPSS consists of one or more proxy servers, database servers, and content servers. The individual components of the 2Work! EPSS have been designed to be portable across multiple platforms.

 

A given installation depends on the configuration and environment of the customer site, the number of application servers, the number of applications being proxied, and where the users are located in relation to the target application and 2Work! servers. Configurations also vary based on a customer’s choice of platforms. The 2Work! EPSS has been tested with Intel Pentium® II, III, and IV servers as well as Sun E250 and V240 servers using Windows®  2000 and 2003, Linux, and Sun Solaris®.

 

The proxy server is implemented in Java using Sun JRE Version 1.4 and is run using Apache Tomcat as the servlet engine on both Windows and Linux/Unix operating environments.

 

The database server has been implemented and tested using Microsoft® SQL Server 2000 running on Windows 2000 and Windows 2003, and Oracle® Version 9i Release 2 running on SuSE Linux (Enterprise Version), RedHat™ Linux Enterprise Edition, and Sun Solaris®.

 

The content server has been implemented using JSP (Java Server Pages) served by Internet Information Server™ (IIS) Version 5 or higher running on a Windows 2000 or 2003 server, or served by Apache running on Linux or Unix. Other web servers such as WebSphere™ and WebLogic™ may also be used to display content.

 

 

 

Product/Component Detailed Description:

The 2Work! EPSS is software that works concurrently with browser-based applications to deliver relevant information, so that end-users of the applications perform tasks right, the first time. The 2Work! EPSS sends contextual information to the desktop—where and when a user needs it.

 

Users select from three types of index tabs to provide a variety of information about the application page they see:

 

·         “Tracking” tabs display context-sensitive content for pages, fields, links, or forms. As the user moves the mouse pointer over one of these objects (or tabs to a field), the relevant content displays automatically.

 

·         “Process” tabs deliver context-sensitive step-by-step workflow instructions.

 

·         “Resource” tabs connect to non-application specific content such as online libraries, policies, web-based training modules, video clips, or audio files that provide additional job-related information.

 

The 2Work!  EPSS’ content can be published in multiple languages, including languages that require a double-byte character set.

 

The 2Work! EPSS helps to create performance-centered systems because:

 

·         It enables any browser-delivered system to become performance driven.

 

·         Step-by-step instructions are always available.

 

·         Business policy information is presented in context.

 

·         Content can be easily updated as business requirements change.

 

·         Employees are instantly informed of critical decision points.

 

The 2Work! EPSS is unique because:

 

·         It is application independent.

 

·         It works with any browser-rendered application delivered as HTML.

 

·         It can span multiple applications.

 

·         It pushes information to users so they don't have to search for it or request it.

 

·         It requires no screen captures.

 

Sample Application with the 2Work! EPSS Side-by-Side

Product use:

Users access their browser-based applications through the 2Work! EPSS and get real-time content that is relevant to where they are in the application at all times.  The content provided is a combination of field-, form-, link-, and page-level assistance, step-by-step process instructions, and other resource information. All content is geared toward providing the exact knowledge required in order to successfully complete the task at hand without having to leave the target application to get it.

 

The 2Work! EPSS is designed to assist two types of end users:

 

1.      For data entry personnel who use applications frequently, 2Work! provides constant context-sensitive application and business support.

 

2.      For casual users such as managers, occasional users, and visitors to public web sites who use applications infrequently, 2Work! provides detailed process information that would be difficult to know or remember.

 

Unlike most “help” systems which must be compiled and created in totality before distribution, the 2Work! EPSS can be implemented strategically. You can choose to start with the most difficult or heavily used places in an application, and subsequently, add content where required in a staged approach. 

 

Sample 2Work! EPSS Content Development Screen

 

Content developers use the 2Work! EPSS’ development toolbox to produce:

 

·          Step-by-step job instructions

 

·         Definitions of fields, buttons, links, icons, forms, and pages

 

·         Policies and procedures

 

·         Regulations

 

·         Charts, graphics, and pictures

 

·         Animations and special effects

 

·         Sound

 

 

Deliverables provided and samples:

A Macromedia Flash™ simulation of 2Work! can be accessed via the following URL: www.thinksmartps.com/demo.html. A live demonstration of the 2Work! EPSS will be provided upon request.

 

What difference does this tool make?

The 2Work! EPSS allows users of web-based applications to operate confidently—all the time, in real time. Users adapt quickly to new applications as well as upgrades to existing applications. This reduces errors that could cost untold time and money. The 2Work! EPSS gets users using their applications better, quicker, and more cost-effectively, providing less wear and tear on people and budgets and increasing user acceptance of applications.

 

Organizations spend millions of dollars and thousands of hours implementing new “self-service” applications, allowing employees to be self-sufficient and manage human resource and reimbursement tasks. The only catch is that employees don’t always get all the information they need, when they need it. The 2Work! EPSS solves this problem, guiding employees through the software screens, and supplying, in one convenient place, vital information that helps them make informed decisions.

 

When working with multiple, enterprise-wide systems from different vendors, the 2Work! EPSS provides a consistent, single way for users to move from one vendor’s system to another.  And, they don’t have to learn how to get assistance differently for each of these systems.

 

A 32-unit state university system using 2Work! in support of PeopleSoft™ HRMS achieved the following results:

 

·         Classroom training was not needed for 600 users impacted by the implementation. Looking at only Navigation training, ordinarily a 2-3 hour class, the client did not provide1200-1800 hours of training, and saved between $120,000 and $180,000.

 

·         Both new and experienced users were able to take advantage of the content. New users had access to full business processes and field-specific content.

 

·         The feedback loop with the client's Help Desk ensures that content is updated immediately when problems are reported.

 

·         As new users come in, no classroom training is required.

·         Subject Matter Expert knowledge is shared across end users.

 

What else makes this tool extraordinary?

The 2Work! EPSS is extraordinary because:

 

·         It is not a simulated environment—it's real-time.

 

·         It does not require screen captures—it works with the live web application.

 

·         It usually does not require modification of the web application. In situations where the web application's HTML is not compliant with the W3C HTML standard, some customization of the 2Work! EPSS may be required.

 

·         It can be deployed in multiple languages without changing the target application.

 

·         Content is stored centrally and updated from only one place—no relying on e-mail, faxes, or updates to user guides.

 

·         No downloads are required for end users.

 

·         It does not require technical intervention to implement content.

 

·         Anyone who can use a word processor and knows the target application can create content and make it appear with the application.