• Learning Administration
• Managed Learning Services

• Vendor management

The challenge

Multiple courses and thousands of learners across numerous locations added up to a complex web of processes and communications involved with administering a specialized training curriculum. Much of this was being handled manually by the client, impacting productivity and operating costs and hindering quality. The client was looking for a partner to help them improve the efficiency, control, cost reduction, and processes for their procurement and learning activities for 130,000 learners. Objectives (procurement cost reduction and increased fill rates) drove catalogue changes and consequently the suppliers to fulfill sessions. The client wanted a major simplification of the invoicing process, reducing purchase order volume and costs.

The solution

Conduent began by conducting an in-depth analysis of the administrative and logistical steps involved in the training courses and certifications. From this analysis, the certifications process was identified as the best initial candidate for automation. Applying Conduent® Automated Intelligence technology, teams were able to inject automation into multiple areas of the certifications process and eliminate several manually touch points. We automated the highly complex participant invitation process via three separate implementations to ensure the rules and variation possibilities were incorporated and correctly accounted for. All of the automations were controlled by Conduent® Case Management technology, which orchestrated all of the RPA workflows and supercharged the speed and efficiency of our training administration processes. We provided a platform for improved learning services vendor management and financial management. Additionally, we enhanced communication with the client LMS and systems that provided end-to-end F&A processes, procurement and management reporting with additional aid from our support centers in Romania and Spain to provide coverage for all regions and required languages.

The results

Conduent ensured that for every process run by RPA technology, the accuracy rate would be 100% and the error rate, zero. An RPA “bot” began to generate 240 individually tailored certificates in one hour. This saved at least 12 man hours per week on certificate generation. Another customized bot prepared thousands of invitations and an assortment of related emails for each new training course – freeing up staff to focus on course design and other important training objectives. RPA also reduced the labor previously required for these global-scale training administration processes by nearly 60%. Additional results:

• Backlogs eliminated
• Vendor Management and Learning Administration Services for four countries globally in four different languages
• Global Processes across client’s organization
• Significant and secured long-term cost savings
• Conduent Learning Supplier Management function is ‘learning’ specific and fully integrated into the learning services
• Client was provided with the ability to impact vendor costs, fill rates, and learning modality choices