The Post Office, following findings of severe failings in its Horizon system, embarked on an ambitions journey to replace Horizon with a new, fit-for-purpose solution, NBIT (New Branch IT). We joined the Post Office’s Training & Information team to support this effort.
Working as part of the NBIT T&I team, we worked closely with the development teams, BAU training team and branch staff to understand the needs and challenges involved in such a large scale software rollout, and how to best design and deliver training for the pilot phases of this huge project, with its eventual rollout covering some 60,000 employees across 11,500 branches.
We worked closely with Post Office staff at both HQ and in-branch to understand the challenges they faced with training on the current system and to gather their concerns and needs, including branch visits and going through branch manager training on the current Horizon system, as well as ongoing meetings with staff with regular touchpoints to show how development was progressing and obtain feedback.
We were closely involved in the selection of the right e-learning development tools for the project, and collaborated with the LMS team on the testing of both the existing Post Office LMS system and the selection and testing of an incoming new LMS platform.
We worked with the development and product teams to develop a range of interactive and engaging e-learning to take the branch staff through multiple technology pilots, using dominKnow ONE, Vyond and Camtasia, as well as decks and other collateral for use by trainers in-branch. We also supported the production of reporting and analytics on the training to drive further improvements.
We were responsible for liaising with the Post Office BAU learning stakeholders, understanding their current approach, ensuring they were aware of how the training on the project was moving forward, and helping them upskill and transition to the new e-learning development platform. This helped enhance their current e-learning development and ensure they could maintain the training developed by the project when it concluded.
