Blended learning and training for Government
SMS Reference #: CS00077
Client Problem
This client’s core business is to administer a range of the nation's most significant health programmes. Among these is a national scheme, which provides all eligible Australian residents with affordable, reliable and timely access to approximately 2,500 brands of prescription medicines at a subsidised rate.
The operational processing work involved in the administration of this scheme was technically complex, particularly in relation to the interpretation of the rules relating to pharmaceuticals, their prescription and authorisation under the scheme.
Moreover, it involved a considerable stream of activity revolving around the provision of information to pharmacists, doctors and the general community as well as provision of verbal and written authorisation for prescriptions and dispensing of pharmaceuticals under the
scheme.
Our client had to address issues such as:
- Reduction of errors and consistency in interpretation and processing practices
- Consideration of the sensitivity around processing authorities, which was complex, high-volume and particularly visible
- Provision of consistent and accurate first point of contact resolution to problems and enquiries
- An imminent intake of hundreds of new starters requiring training
The client's specific objectives in engaging SMS were to:
- Consider the core eLearning requirements for operational training to support the scheme
- Ensure alignment between eLearning, the broader learning, development and support needs, and the initiatives aimed at this scheme’s operational staff
SMS Approach
SMS supported the client’s objectives by developing the following eLearning program:
- A modular structure of eLearning that provided individual learning pathways according to needs of 24 different identified audiences, ranging from qualified pharmaceutical advisors to customer service officers, operating in two distinct processing environments
- Additional learning resources within the broader learning and development framework to complement and extend the eLearning
- High priority learning areas were targeted for an initial program of eLearning and development to mitigate identified risks SMS supported this program by developing a suite of eLearning resources to be used as part of a blended training strategy for new Information Centre staff.
SMS’s solution included:
- Research, design and development of 33 eLearning modules to assist in the training of the new schemes operational audiences
- Creation of a structured learning pathway according to the needs of audiences and to compliment the existing face to face training program eLearning that simulated the systems environment used by help desk staff to process prescription authorities
- Creation of learning agents and Flash based interaction used throughout the modules to provide an engaging learning experience
Recommendation
SMS supported the client’s objectives by developing the following eLearning program:
- A modular structure of eLearning that provided individual learning pathways according to needs of 24 different identified audiences, ranging from qualified pharmaceutical advisors to customer service officers, operating in two distinct processing environments
- Additional learning resources within the broader learning and development framework to complement and extend the eLearning
- High priority learning areas were targeted for an initial program of eLearning and development to mitigate identified risks SMS supported this program by developing a suite of eLearning resources to be used as part of a blended training strategy for new Information Centre staff. SMS’s solution included:
- Research, design and development of 33 eLearning modules to assist in the training of the new schemes operational audiences
- Creation of a structured learning pathway according to the needs of audiences and to compliment the existing face to face training program
- eLearning that simulated the systems environment used by help desk staff to process prescription authorities
- Creation of learning agents and Flash based interaction used throughout the modules to provide an engaging learning experience
Outcome
The eLearning program was considered highly successful and it assisted in significantly reducing the time required for call centre staff to be trained. In addition to this, it provided these key staff with increased skill and confidence in their ability to provide effective support to clients via the call centre. The program has been expanded and extended to cover many additional areas well beyond those initially considered in the scope of work.