Project overview
ICT Revolutions were selected to lead the training rollout of Solihull Metropolitan Borough Council’s replacement social care and finance systems.
The programme was split into 2 separate implementations:
- LAS and Adults ContrOCC systems – replacing OLM CareFirst for Adults Social Care and Finance service areas (June 2019)
- LCS, EHM and Children’s ContrOCC systems – replacing OLM CareFirst Children’s Social Care, Early Help and Finance service areas (March 2020)
In total we had more than 750 staff to train. We developed 28 bespoke classroom courses, as well as delivering 1:1 sessions where required.
Staff required anything from half a days training, with some staff members requiring up to 5 days spread over 6 individual courses.
Implementation
Training Needs Analysis
The first step was to capture and understand the workforce, teams and their requirements from any training solution. ICT Revolutions did this by undertaking a Training Needs Analysis (TNA).
The purpose of a TNA was to gather information from the workforce. We did this by asking operational managers to complete a questionnaire. We asked questions about them and their teams, their use of existing systems, business areas they're responsible for, and where they recorded this in existing systems, the type of device(s) they used, whether they work full or part-time, and any accessibility requirements they had.
All of this information then went onto help design the number of courses required, what each course would cover, and who needed to attend it. We also then decided the format of training, whether that is done through classroom, virtual classroom, or online e-learning, often we take a blended approach to meet everyone's needs however most training was provided in classrooms for Solihull Council as this was the preferred approach pre-Covid-19.
We collated the results and discussed ideas and plans with Business Leads for Adults and Children's Social Care, and Finance. The main output of a TNA was the Training Strategy and Plan. This provided the management team with a summary of the survey results, some analysis of those results, as well as details of the courses and types of support required to meet all users’ needs, and finally a communication plan. The Training Strategy and Plan was produced by a Training Workstream Lead.
Course Design and Development
Solihull Metropolitan Borough Council got a training solution tailored to their specific configuration, workflows and processes. We developed the training course materials and content for bespoke classroom-based training courses
- Deliver 224 days of classroom-based training schedule prior to go-live
- Provide several weeks of call triage support at each go-live
- Up to 8 weeks of floorwalking support for each go-live
- Providing mop-up classroom-based training sessions post go-live
Training Delivery
Solihull Metropolitan Borough Council were provided with a 6 weeks of classroom training for the LAS and Adults ContrOCC training rollout, and 8 weeks for LCS, EHM and Children's ContrOCC. This training was delivered by 7 experienced trainers provided by ICT Revolutions.
As training was rolled out, feedback was provided by each delegate after every session. Courses were reviewed on a weekly basis to fine tune our delivery style, content and timings.
After the Children's training rollout finished in February 2020, we moved our induction courses for LAS, LCS & EHM over to virtual training courses that were uploaded into Metropolitan Borough Council's own Learning Management System to deal with training requests during national Covid-19 lockdowns.
Go-Live Support
Floorwalking Support
We consider this to be an essential part of supporting users and embedding the new systems within teams. We provided 4 floorwalkers for the first week post go-live. This support was reviewed daily to begin with, to give feedback to the Implementation Project Team and agree any solutions to issues identified.
Our floorwalking support continued for several weeks post go-live, reducing the number of floorwalkers as time went on. Typically, it takes up to 12 weeks to embed processes and ingrain confidence across the workforce. Users will typically not start to progress their casework to more complex parts of the system and identify migration issues until weeks 2 and 3.
Call Triage Support
We were contracted to provide one Systems Analyst for the first week post go-live. They assisted the Council's internal Application Support Team with triaging support calls and advising on how to resolve system and user errors.
Like floorwalking, this was extended beyond week 1 to support users with more complex issues as they arose during the first 6 to 8 weeks. This also allowed for a handover of skills and knowledge to the internal Application Support Team.
Mop-Up Classroom Sessions
We provided several days of mop-up sessions, 4 weeks post go-live. These were provided to resolve unforeseen issues that had arisen post go-live, and to train staff members that hadn't managed to attend their training prior to go-live.
Achievements
The evaluations that we received, showed that both implementations were successful. We trained all users well, thoroughly and efficiently. We designed and developed high quality training courses, that are still in use today by local authority business as usual teams.
We always strive to empower delegates to find their own way. Where possible, we allow delegates the chance and time to ‘find’ things on the system for themselves, throughout each training session. For example we ask that they find where to record key holder information and allow them the time to find it for themselves rather than showing them. The aim is to empower each delegate to take ownership of and for their own learning and understanding of the system.
We also encourage delegates to remember that the systems supports good social work practice and facilitates recording, it does not replace discussions, conversations and good social work.
No. Trained
Related client projects
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Salford City Council - Replacement Adults & Childrens Social Care Systems
