I used to work in a laboratory that performed sampling, analysis, and outfall structural monitoring all under one roof. I led a new LOB for this lab where resul

I used to work in a laboratory that performed sampling, analysis, and outfall structural monitoring all under one roof. I led a new LOB for this lab where results, reports, imagery, etc., could be retrieved online in their state/federal/auditor-provided formats. Essentially, the only task most clients had to comply with their ancient reporting requirements was download, print, and throw these in a filing cabinet. Yes, I know, horribly wasteful, but energy industry and explicit legal text. I was working one morning, and received an urgent phone call straight for me, not the support personnel or anyone else as usual. Uh oh. It was a client’s environmental compliance manager, and she was whispering on the call and frantically speaking. I asked her, “what’s going on, why are you whispering?” ... “My auditors showed up by surprise and I don’t have any of this year’s reports! Can you guys upload them to my personal Dropbox?” Oh boy. I asked her to hold, let me get the GM to her, and we would take instructions from there. Literally, this large client had signed a contract, paid for a service that displayed sampling, results, and structural inspections within a GIS solution. All she had to do to comply with audits was once a day/week/month, take a few clicks to export all the reports to one big PDF or ZIP archive. I got curious and checked the audit trail, she’d never even logged into the web app. This was like 6-8 months into the year, and we were her only lab vendor. Had she even been monitoring her sites?