The Business Challenge
Two state agencies were in the midst of navigating challenging endeavors: a merger combining the organizations and a law requiring the transition from paper to electronic documentation. It was clear that a training initiative would be fundamental to help both internal employees and external users transition efficiently amidst these changes.
The organizations decided to implement a new Employer Reporting and Maintenance (ERM) application that would electronically acquire and centralize all employee information. This function would eliminate partial entries and streamline the process of creating and servicing accounts.
To do this, they sought a contractor with both training expertise and the ability to help organizations effectively implement new systems. For a successful outcome, it was imperative to work with a team that could develop and deploy a thorough and efficient training program. A precise approach was fundamental.
The Briljent Solution
With extensive experience in training and systems implementations, Briljent was an ideal fit for this project. Our team was selected by the client to conduct a training requirements analysis, propose a detailed training plan, develop training based on the approved plan and deliver that training to both internal staff and external users. This translates to a training facilitation for more than 1,300 different locations, reaching over 2,700 very diverse individuals across the state of Indiana. It was a project of significant scope. Our expert team brought a brilliant approach to each of the major tasks.
Task 1: Analysis
This phase of the project included both context and customer analysis. The context analysis defined the business needs, as well as the basis for the initiative and training. This task answered questions such as:
- Why is training needed?
- What are the end objectives?
- How were previous training implementations successful/unsuccessful?
The customer analysis defined internal and external customer requirements. Factors explored in this process included training recipients, training requirements, the level of current technological knowledge, types of technology currently available for customers, learning styles, and whether any anxieties existed regarding the change in process.
During this time, Briljent also outlined IT initiatives and management interventions. Using the information gathered during this phase, the Briljent team moved forward to the next objective with a solid foundation for a successful implementation.
Task 2: Training Development
Based on the results of the analysis phase, Briljent determined the optimal approach to effectively reach thousands of individuals and employers throughout the state during the training process. The team is creating a training plan that will define audience, technology requirements, type and length of training, deployment method and timeframe. This will provide a roadmap for the process, allowing our team to present the planned approach to our client and answer any questions that may arise.
During this phase, Briljent is creating end-user training materials for the ERM that include:
- Computer-based training modules
- Quick reference guides
- User manuals
- Certification assessments
The objective of the ERM application is to act as an administrative tool to help our client manage employee information. However, for the application to be truly useful, deploying successful training will be a necessary component.
Task 3: Training Deployment
To effectively train thousands of employees across the state, Briljent is taking a comprehensive approach to the deployment strategy. Set to launch in late 2011, our team is planning to execute a variety of methods to meet the different learning styles and geographic locations of end-users. They include:
- Self-guided computer based training modules to accommodate end-user’s individual learning pace.
- Train-the-trainer sessions to aid in the implementation of on-going system training initiatives.
- Agency system administrator training.
- End-user training.
- Customized learning system application to track training completion and issue training certificates.
As Briljent continues to work on the implementation of this comprehensive training plan, we’ve enjoyed a positive and rewarding relationship with our client. Our team members remain on site continually throughout the process, and we’ve received feedback that our client has come to see us as an extension of the staff. We’ve provided a specialized skill set and an ability to successfully execute an initiative that reaches thousands of people across the state.
Our team always strives to help our clients meet their goals. In this project, we appreciate the fact that a successful outcome benefits all parties involved; the agencies have the ease of a user-friendly system to work within, and employees receive efficient service as their information gets managed effectively. For us, the benefit is making our client happy—and that’s what it means to be Briljent.