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Every organization has an investment strategy, whether it is written down or not. We invest time, money, governance, maintenance and continuous improvement into the things we believe will generate the greatest return. Technology investments are typically approached with remarkable discipline because every part of the organization depends on them. We budget for upgrades, schedule maintenance, plan replacement cycles and continuously improve the systems that support our work. We understand that technology preserves its value through intentional investment.

A report can be technically available and still fail its purpose, if supervisors don't know where to find it, or find it and don't know what it means. We had both problems tangled together and mistook them for one. Untangling them, and closing each gap with a different fix, is what moved adherence. 

“How's your team's performance this week?” 

More than once, a supervisor's answer has been some version of, “I'm not sure where that report lives.” Not that the numbers were bad, they'd never opened the file. That's an easy problem to name and think you've solved with a few announcements. What we didn't realize was that fixing access would only reveal the harder problem underneath: supervisors who could find the report often still couldn't read it, not in the sense of literacy, but in knowing what the number in front of them meant.