Enterprise Records Management Program Assessment and Planning

The City of Hillsboro partnered with IQ Business Group to assess, design, and prepare for the launch of a formal Enterprise Records Management ERM Program. The engagement spanned assessment through implementation planning, with a focus on compliance, governance, Microsoft 365 alignment, and long-term sustainability across all City departments. 

Summary

Key Challenges
• Decentralized records practices across departments
• Inconsistent use of records systems and retention schedules
• Lack of formal ERM governance, roadmap, and budget justification
• Need to align records management with Oregon requirements and Microsoft 365 

Key Results
• Delivered a clear multi-year ERM roadmap and program plan
• Established governance and policy foundations for ERM
• Enabled executive and City Council-level decision-making
• Positioned the City for successful ERM procurement and implementation 

Challenges

Prior to engaging IQBG, the City managed records in a largely decentralized manner. Departments used different tools, processes, and interpretations of retention requirements, creating inefficiencies and compliance risk. While the City had existing systems and data, there was no enterprise framework to support consistent records governance or long-term planning. 

Additionally, the City needed to ensure alignment with Oregon Secretary of State standards while leveraging Microsoft 365 capabilities already in place. Leadership required a defensible assessment, an actionable roadmap, and a clear budget justification to move forward with an ERM Program. 

Primary Challenges Included
• Limited visibility into enterprise-wide records data and gaps
• Fragmented technology landscape supporting records
• No formal ERM governance structure or operating model
• Need for executive-ready materials to support program approval
• Lack of standardized training for staff and records liaisons 

Solution

IQBG partnered closely with City leadership and staff through a phased engagement designed to move from assessment to execution readiness. Using its proven High Level Assessment methodology, IQBG evaluated people, process, policy, data, and technology across all departments. 

Building on the assessment findings, IQBG supported the City in planning the ERM Program by defining governance, policy enhancements, technology architecture, and procurement readiness. Work was delivered through pre-approved work directives and iterative collaboration with City stakeholders. 

Solution Components
• Enterprise-wide High-Level Assessment of records management practices
• Review of records data, classifications, and retention schedules
• Identification of gaps and data collection priorities
• Development of a five-year ERM roadmap and phased program plan
• Creation of budget request and executive-level presentations
• Enhancement of ERM policies and procedures
• Design of an enterprise reference architecture leveraging Microsoft 365
• Establishment of ERM governance, including Communities of Practice and Centers of Excellence
• Development and support of an ERM Request for Proposal
• Guidance through RFP evaluation and vendor selection
• Development and delivery of ERM training materials 

Results

• Clear and actionable roadmap for launching an enterprise ERM Program
• Improved alignment between records management, compliance, and technology
• Strong governance foundation to support long-term adoption
• Executive and City Council readiness through structured planning and presentations
• Successful positioning for ERM software and services procurement