Customer services induction programme

Why?

After a major reorganisation combining several local and regional councils, existing customer services staff from individual councils were moved to a centralised business group.

The new Customer Services team now needed to support the general public with knowledge on the services provided in the now much wider geographical area.

What?

Sysdoc was selected to develop an Induction Programme for new starters to the Customer Services team. There was an urgent need for a programme that incorporated all the wider area information as well as reflecting the new organisation vision. 

Sysdoc designed and developed a complete 80 hour induction programme covering customer interaction skills, council and departmental familiarisation, and system activities.

How?

Sysdoc learning innovation was used to understand what people needed to know and when. The solution developed was a blended approach, incorporating classroom training, train the trainer, one-on-one coaching, peer support and eLearning.  

Sysdoc technical solutions worked with the council to develop the engaging and interactive Take-a-Tour eLearning module. 

Results

The innovative and varied 80 hour induction programme was well received by new staff.

The Take-a-Tour module, developed to familiarise staff with the services and geography of the new council, was nominated for multiple awards:
  • LearnX 2012 – first place, best interactive scenario
  • DevLearn DemoFest 2013 – first place, best on-boarding eLearning development
  • NZATD Learning and Development 2012 – runner up for the innovation award.