Rapid training rollout to frontline workers
Introducing a new work platform for essential workers demanded a tailored, just-in-time training approach that would safeguard service to customers.
The brief
AusNet is the energy distributor for the eastern and north-eastern areas of Victoria and needed a team of expert facilitators to train more than 400 line-workers and dispatch teams in a new work platform. Rapid deployment was essential to meet carefully planned cut-over periods and ensure the workforce could hit the ground running and safeguard service to customers. In-person training delivered ‘just-in-time’ was determined to be the most practical and effective method, so a team of specialist facilitators was gathered. This is where Jigsaw Theory came in.
Our approach
Jigsaw Theory joined a team of five independent facilitators to work with AusNet to undertake rapid familiarisation and training development. Working with the Change Management and User Testing teams, the training team developed presentation materials that were fit for purpose and ready for the proposed delivery window.
Jigsaw Theory was involved in many areas of training development, including:
Technology stand-up — building and preparing 50 training devices, working closely with the IT team to ensure they were setup and ready to run the training environment.
Training material development — testing and documenting workflows and refining presentation materials, including continual updates as last-minute bug fixes and enhancements rolled-out.
Early deployment training — working closely with leadership teams to train early-adopters and further refine the training materials to suit the audience and adapt to their feedback.
Development and production of various support materials — training slide deck, quick reference guides, detailed user guides and trouble-shooting guides.
After-care services with trainees including on-demand follow up sessions as required to review any difficult training areas, and link trainees to tech-support to trouble-shoot any bugs or IT issues that arose.
The results
Over a 12-day period, Jigsaw Theory trained more than 60 individual line-workers. Training was typically delivered the day before workers commenced a shift with the new devices. Crucially, no significant service delays were reported during the training period.
This ‘just-in-time’ approach enhanced the successful implementation of the training and AusNet reported a very high satisfaction rate among trainees who described feeling confident to use the software and devices successfully.
