Web-enabled Training Needs Analysis (TNA): A local authority uses web-enabled technology to improve customer service

The Client
A Housing Department within a medium-sized local authority in Scotland.

The Challenge

• To introduce new policies and systems smoothly and achieve efficiencies.
• To target limited training resources more accurately and track subsequent improvements.

'We were very aware that each time a new policy or system was introduced, it would be followed by a whole raft of procedures and training initiatives. At some point the proliferation of documents in relation to new policies becomes unwieldy and it is difficult to track the impacts and outcomes of any particular training initiative.'

'Saturation training is no guarantee, either that staff have really get to grips with the subject matter in question or that customers have benefited as a result'

The ESP Solution
Having developed an interactive learning tool for a number of legislative areas (including Revenues and Benefits, Data Protection and Freedom of Information) ESP entered into a partnership with the local authority to design a bespoke solution.

Stage One:

The following subjects were identified and developed into a suite of questions:

• Terminating a tenancy
• Right to repair:
• Rechargeable
• Processing repairs
• Repairs policy
• Local repair teams
• Capital Programme
• Anti Social Behaviour Orders (ASBO's) and Neighbour Nuisance
• Allocations – Policy and Procedures
• Housing Support
• Homelessness
• Debt support.

Stage 2

Prior to any policy or new application going live at the Council, staff are now given initial training, followed by a TNA. This TNA establishes a benchmark from which to measure improvement. A few months after implementation, and following additional targeted training, a team will typically retake the TNA. In this way improvements are quantified and documented over time.

The following graph is an example of the TNA reporting suite, which can produce data for an organisation, team, individual or particular subject area.

Added Value for the Client
The Council uses the TNA to assist the recruitment and induction process. In addition, Housing Officers are required to undertake annual TNA’s as part of their appraisal process, in order to identify training needs for the forthcoming year.

The Housing and Customer Services Director at the Council said, 'The TNA project has been very successful. We hope now to develop components specifically for Members'.