Conduent transitioned its Production Team into a new structure with redefined roles and worked collaboratively to solve the new operational challenges brought about by COVID-19. Volumes had increased beyond existing producer capacity due to restricted business travel and the transition from physical to virtual classrooms. Offered live engagements for pre and post sessions, breakout rooms and incremental support services during events.
Industry: Professional Services
- vILT Producer Services
The challenge
Conduent's Production Team had been producing webcasts since 2009 and in 2019, were supporting an average of 30-40 sessions per month of varying durations for one particular client. Due to a halt of business travel due to COVID-19, there was a huge conversion of physical to virtual classroom experiences. Almost overnight, during the second quarter of 2020, the number of vILT sessions, supported by Conduent, increased 500% and exponential increases were expected to follow. Conduent had a business problem to solve - how to upscale internal operations urgently to deliver services for an exponentially higher volume of client sessions.
The solution
Conduent identified three phases to address the increased number of sessions and other class requirements that would also continue to meet client needs and expectations:
- Phase 1: Established a new scheduling process incorporating a new resource management tool to handle the extra demand
- Phase 2: Expedited the hiring of contractors
- Phase 3: Evaluated the current operating model for process deconstruction opportunities and established new support teams
The results
The Conduent Production Team delivered almost 900% more virtual sessions in 2020 than they had delivered in 2019. There were over 4,700 total sessions during this time equating to approximately 14,000 hours of learning delivered. The team maintained its resilience and adopted an attitude focused on learning from their own or others' challenges to promote a culture of continuous improvement. As a result of this effort, Conduent won the prestigious Brandon Hall Group 2021 Excellence Award for "Best Learning Team."
