While working for a company specializing in signature verification
and imaging solutions, a BSI
principal developed a comprehensive documentation, training, and Human
Performance Support System (HPSS)
solution for a public sector client.
The client organization was tasked with verifying hundreds of thousands
of signatures on thousands of forms from across the province within
30 days of receipt.
All procedures had to be transparent, open to public review, and
in compliance with the strict legislative and policy requirements
governing electoral matters. Accuracy and quality control were paramount,
as errors in the process would have had grave legal and political
consequences.
Clerical staff, who were hired for the signature verification process
just before receipt of the forms, had to be trained to exacting performance
levels with both manual and computer procedures within half a day.
Supervisory staff, who were responsible for managing the verification
process setup and user access authorizations, also had to be trained
within half a day.
To ensure full proficiency, the training had to include practice
sessions with the software, using scenarios that were as close to
the real world as possible. Live data, however,could not be used for
training purposes.
The training had to be designed for delivery by supervisory staff
with no previous training experience.
Instructor-led training for both clerical and supervisory staff,
supported by a robust Human
Performance Support System.
The training consisted of two courses, a basic course for operators,
and an advanced supplementary for the supervisors. Course materials
included a comprehensive Instructor Guide, participant handouts, and
job aids.
Each Instructor Guide provided detailed instructions for every task
and procedure so that even a non-trainer would have no trouble in
presenting the content. Each guide included:
- pre-session preparation activities
- session agendas, with suggested delivery times
- step-by-step guidance through each training activity
- detailed descriptions of content to be covered
- references to sources of additional information
- visual diagrams and other handouts to facilitate learning
- copies of job aids
Both courses featured extensive practice sessions on and off the
computer system. To support these practice sessions, we created a
full simulation of the verification process, including:
- sets of sample paper forms, some with deliberate errors built
in
- a fictional, sample subset of the live signature database which
could be accessed and manipulated by the verification software
- instructions on establishing and managing the training bed database
Training focused on how to use the Human Performance Support System
as an aid in manual and computerized procedures. This cut down on
the time needed to train staff to learn and remember how to carry
out complex procedures.
Training also focused on live practices so that operators and supervisors
would have worked through the entire verification process at least
once before starting work.
A train-the-trainer
session was delivered to the supervisory staff to enable them
to deliver the training to the clerical staff.
The training solution was highly successful, with all staff performing
well above expected standards within the allotted time.
Both clerical and supervisory staff performed well above required
standards of accuracy in the first real-world run of the verification
process.
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