For both former and current citizen soldiers, many of their records originated on paper while newer incoming documents are a mix of both paper and electronic records. To manage this mix, trained personnel are necessary to get documents organized, prepared and routed where they need to go. However, their current workflow lacked appropriate permissions that could lead to spillage of sensitive information.
In addition, this unit has revolving personnel assigned to this task. Part of their training involves how to scan hard copy documents and organize them into various file folder systems with pertinent metadata, in the correct file format. However, when the soldier responsible for this task earns a promotion in rank, is deployed overseas or receives a new duty assignment — that knowledge leaves with them. Due to Department of Defense (DoD) personnel reductions over the last 10 years, there are no backups to immediately take over that responsibility.
Consequently, there were periods of time when paper records weren't being entered into the system, and if they were, the information was often incorrect. The military unit was concerned it wouldn't be able to maintain digital record compliance and service members would become frustrated by the inability to access their records in a timely fashion. In turn, this could hold up promotions and associated pay, and delay receipt of other forms and information the soldier would need. The unit tried to mitigate this by temporarily assigning untrained staff to the task, which produced very unreliable results and led to a very inefficient process.