Changing user client paths when decommissioning legacy information systems: using the example of electronic filing system for patent registration

Abstract

This article presents an analysis of practical experience and the development of a strategy for decommissioning legacy information systems using the example of replacing the PatDoc system with modern digital services: the ARM “Registrar” system and “Online Rospatent”. Operational statistics for 2019–2022, materials of R&D “Study of user experience in receiving services in the field of intellectual property in electronic form and preparation of recommendations for modernization and development of digital services” and methods for comparative analysis of system functionality are used. Critical limitations of the legacy PatDoc system are identified, including the inability to process the growing volume of incoming applications and the lack of electronic interaction during application examination. Key factors for successful system replacement are identified: advance user notification, ensuring functional parity with the new system, and implementing innovative functionality. It was established that the final stage of an information system’s lifecycle can last several years. The qualitative advantages of the omnichannel “Online Rospatent” system, which allows access to intellectual property information regardless of the chosen client paths, were demonstrated. It was shown that passive user resistance was overcome by the advance notification strategy regarding the end of PatDoc support. The study concludes that it is critical to consider negative customer reactions when decommissioning systems. This requires not only adapting new software to user needs but also ensuring its unconditional superiority in functionality and quality. The study’s findings may be useful for company and IT managers planning information system decommissioning.