In October, 2000 Step Two Designs won a contract to provide a knowledge management solution for the Road and Traffic authority's help and information desk. They have recently pubished a case study on the project.

Goals for the project were:

• Improve service
  
• Help new staff
  
• Reduce training costs
  
• Reduce call times
  
• Reduce escalated calls

Final conclusions in the case study:

There are many aspects to a knowledge management project, the least of which is perhaps the technology. In this project, the team:

1. Created an authoring team
2. Established a working environment for the team
3. Designed and deployed a technical infrastructure
4. Determined user requirements
5. Structured the information
6. Conducted usability testing
7. Captured tacit knowledge
8. Improved and reworked existing explicit knowledge
9. Developed a review and sign-off process
10. Deployed a publishing system
11. Developed a communication strategy
12. Created and implemented a training plan
13. Marketed the project
14. Ensured user acceptance

This took some time (six months), but all these areas (and more) must be addressed if a project is to be successful. Of these, the most important issues are those relating to users. If they are not happy with the system, it will fail.