Department of Works and Pensions (DWP)

CLIENT ASSIGNMENT:

Bespoke integrated change management, business awareness, soft and technical skills training design, development, implementation and evaluation Programme.

Duration: 18 Months

Location:

DWP Longbenton (Near Newcastle)                                                                           

CLIENT ASSIGNMENT:

To develop against a highly challenging media and politically charged background training to support the Agency introduction of a major upgrade to its internal systems coupled with tangible improvements in its personnel's customer interaction skills. This assignment was also to facilitate and support the Child Support Agency's (CSA) organisational re-design and re-launch as a new organisation namely the Child Maintenance and Enforcement Commission (CMEC).

EiB Role:

The remit was to develop & deliver customised training interventions on varied subject matter both technical and soft interpersonal skills for a variety of bespoke subject matter whilst at the same time assessing and up-skilling the internal training and development resources.

Overview:

The large internal training department was made up of some professionally qualified resources but many were seconded from the front line customer facing functions within the Child Support Agency (CSA). The intention was to restructure the department so that it would fit organizationally with the impending move to Child Maintenance and Enforcement Commission (CMEC) a Non-Departmental Public Body responsible for the child maintenance system in Great Britain.

The project involved:

• Our role not only involved directing the development of learning interventions but also to develop current resources capabilities to design training for themselves using the latest rapid instructional design techniques. One area of expertise that was focused upon for the internal teams was their ability to exploit the rich functionality of MS Office applications and for this 3 x 2 day workshops were created focusing on how their applications could be engaged in the production of targeted training.
• The first major assignment within the agency, dealt with how the CSA interacted with its clients and in particular how it managed and mitigated complaints using interpersonal skills along with their case management and complaint tracking bespoke systems. The training programme was titled "Positive Complaint Handling" and we were responsible for the design and initial delivery of several training modules, train-the-trainer events, post implementation reviews and evaluations.
• Another key programme amongst others we developed and conducted train the trainer events for was to promote the launch of the new CMEC body. For this we developed an awareness and education programme for subsequent delivery to about 9,500 people nationally at all levels of seniority promoting awareness and understanding of the impending new system enhancements.
• The implementations encompassed Project support, Management, Quality Management, Account Management, Training Consultancy, Training Materials Development and Coordination, Training Delivery and evaluation and reporting.

Project Outcomes/Impact: 

1. Circa 9500 management and staff within CSA prepared for and fully aware of the impacts of moving to the new CMEC organisation.
2. Circa 9500 management and staff trained on the enhancements to systems being introduced both from a technical and a customer interactions skills perspective.
3. Internal learning and development resources up skilled in instructional learning design techniques, implementation and evaluations methodology using various media from traditional to eLearning online tools.

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