You manage a small taxation business. Each time a customer calls about his or her property taxes, your staff makes a complete copy of all the paperwork before calling the customer back to discuss any issues. As each case is closed, you file the paperwork in metal filing cabinets. At the end of each year, you place all files in cardboard boxes and send them permanent storage. Use the six steps of the PSDLC to develop a workable plan to alleviate this problem.