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Case Study: Sydney Water

Field Resource Management (FRM)

Sydney Water delivers essential and sustainable water services for the benefit of the community.

The Challenge
Sydney Water had been using a paper-based job control system for several years whereby work crews collected job sheets from a depot every morning before commencing work. It was a huge undertaking for the organisation to adopt a Field Resource Management (FRM) system that enable the electronic transfer of information to and from field staff using wireless technology and mobile computing devices mounted in work vehicles.

Tallisman was appointed to work closely with the project team and IT vendor to determine the scope of training required to prepare 650 staff with the skills and knowledge for successful implementation. We conducted a Training Needs Analysis (TNA) and ascertained the audience were predominantly field based work crews who had little or no experience operating computers. The other challenge our training solution needed to address was a large proportion of the work force had numeracy and literacy difficulties because English was a second language.

The Solution
Based on the TNA results, Tallisman realised the learning materials would need to contain a high degree of graphic content to overcome the literacy difficulties facing the majority of staff. Our training specialists developed a suite of customised step by step guides and quick reference tools using scenarios specific to the business.

Due to the limited computer experience of end users, we adopted an instructor led methodology to deliver full day training, including hands-on practice using the FRM system. A test and measure approach was conducted after completion of each training session to ensure all staff has the necessary skills to utilise the new technology. This practical approach ensures staff can immediately start using the system in the field.

To support the learner’s transition to an electronic platform, training sessions were structured with the workforce culture in mind to as it was vital to create the right atmosphere for staff to ensure the training outcomes were realised.

The Result
Sydney Water outsourced every element of their training which enabled them to focus on improving business processes. Tallisman project managed the entire scope from instructional design, curriculum development, training delivery, and training management and administration.

Over 400 mobile devices deployed in field and 650 staff were trained on FRM to receive, process and complete work orders in real time. Work crews now have the capability to view GIS maps in the field and capture asset locations of  affected properties for rebate purposes.

The work force has embraced and appreciated the value of electronic processes. Additionally, FRM is viewed as very efficient way of managing the Sydney Waters field resources that assist in servicing the community.

Solution Overview
Client Industry: Water
Number Trained: 650 staff
Solution Description: Create customised content and deliver training at various depots across Sydney and the greater metropolitan area.
Value for Sydney Water:
  • Customised course materials developed for proprietary software
  • Graphic learning solutions developed for increased comprehension
  • Training led to 97% successful utilisation of application. 



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