Government organizations realize that the human element largely determines the success or failure of any system implementation. Unfortunately, nearly all computer systems are designed around the processing of data and devoid of consideration of the user, or how the work really needs to be performed. As a result, training and end-user support services have flourished as a way to help users figure out how to work around these systems.

Performance support is about helping to build knowledge and job competency into the system design to enable users to be proficient on day one. By focusing our attention on the human side of computermediated work, we can bring the issue of job performance to the forefront and multiply its benefits throughout the organization. As a result of implementing a performance-centered approach to systems development, government organizations can reduce or eliminate training and help desk support, eliminate errors and costly rework, and institutionalize best practice approaches throughout their organization.

Using the scenario of a hypothetical government system roll-out, this paper will present the problems encountered by workers trying to learn and use the new system. Offered as an alternative to traditional systems design, this paper will present an overview of performance-centered system design, driving factors in government, and benefits that can be achieved through a performance support approach.