Many of the complaints, including those of our auditors, are really centered around how difficult it can be to get the correct information into and out of our systems. By addressing these information needs, USER should decrease the pressure to replace the systems. Furthermore, by designing new modules which connect to the mainframe systems, but are independent of them, we expect that much of the work done in USER will still be of value if we do have to replace the legacy systems. This is an important issue, and we'll need to keep thinking about it throughout the project. Making the systems as simple to use as possible is part of the solution.
Training is another part of the solution.
Making the systems accessible to people with disabilities is essential. Encouraging departments to purchase, install, and maintain casual use workstations in common areas and labs will help. Many employees do not have their own phone, but they have access to one when they need it. Computers could be the same way. Everyone should have access to the tools they need to do their jobs.