Conduent held design sessions with client stakeholders to ensure strategic alignment for the transformation to a technology-enabled continuous learning environment along. We also conducted focused coaching sessions with all levels of leadership to be effective sponsors and champions. Developed 127 hours of trainings to enable key stakeholders to be successful in the transformed environment.
Industry: Telecommunications
- Change Management
- Curriculum Strategy and Transformation
The challenge
The governmental client agency trained 120,000 employees annually. Rapid regulatory and environmental changes required it to provide a continuous learning environment. But with diverse learner demographics and needs, and a steadily shrinking budget and travel restrictions, the agency needed to shift to technology enabled learning (TEL). This would increase productivity (speed to new-hire productivity, free up of SME time, less travel, and less learning time), support rapid strategy implementation (rollout of new business processes, quality initiatives, and TEL transformation itself), support/accelerate effective use of PeopleSoft and proprietary systems, and improve overall customer service.
The solution
Conduent conducted design sessions with key stakeholder groups to ensure strategic alignment of the transformation to a TEL-enabled continuous learning environment. We also facilitated coaching sessions with executives through front-line managers on how to be effective sponsors and champions of the TEL transformation. We also developed 127 hours of training to enable key stakeholder groups to be successful in the new TEL environment. This included the following:
- Electronic self-assessment and Web-based prescriptive learning to build the skills necessary to effectively use TEL products (four hours)
- Custom-developed learning on how to design, develop, and deliver TEL (target learning audience: L&E employees and SMEs (123 hours)
The results
Conduent developed consistent, high-quality custom learning content that met all of the client’s stringent compliance, security, and technology infrastructure requirements. We ensured TEL products strategically aligned to support the business and provided employees with training access, performance support, and knowledge they need anytime, anywhere to do their job. Additionally, Conduent helped improve the Continuing Professional Education (CPE) Program satisfaction over the prior year. Client achieved 40% average compression from conversion of classroom to TEL-based products—increased speed to productivity and reduced downtime for learners and SMEs. Overall results helped achieve high customer satisfaction scores—5.0 on 5.0 scale.
