The Office of The Ombudsman helps people deal with central and local government in New Zealand. They handle complaints against government agencies, carry out investigations and inspections, and find resolutions. The Ombudsman is independent from both government and the public.
The Ombudsman requested a learning strategy and solution for the smooth implementation of a new Case Management System - Tuia Mai. This needed to equip 6 key teams to undertake their daily roles using their new system and business processes. The solution was required to support implementation, as well as be used for future onboarding.
We recommended a three-level solution:
1. Animated overview - for all
2. Interactive case walkthrough - for key teams
3. Guided scenario sets - for functional training.
Animated Overview
This narrated 90-second animation provides a high-level overview of the system with search and navigation, and reinforces important messaging.
For key teams, this is a soft introduction making the system feel approachable while addressing simple actions. For other teams and interested parties, it gives them all they want or need to know.
Interactive Case Walkthrough
The 15min online immersive case-based module provides a holistic end-to-end view of how Tuia Mai is used throughout the (condensed) life of a “standard” case. Taking a first-person perspective, they receive an emailed complaint, and then are verbally and visually guided to take key actions - for example create the case, create the grounds, send an email or add a document, and close the case. Each action they take activates a series of automatic field completions so that their focus is on key steps, not inputting data or taking multiple simple steps.
This story-based module is enjoyable, realistic, relevant and memorable. It provides strong learning transfer back to the job because they personally process a case through its different stages in the system, and have a framework for adding more case complexity as they continue with more in-depth functional training.
Guided Scenario Sets for functional training
These six Guided Scenario Sets provide a supported approach to processing cases in the training/UAT environment, relevant to each functional team’s role. Each Guided Scenario introduces a case, then adds layers of detail and interactions with complainant, respondent or third parties, as the case continues.
These Guided Scenarios have the flexibility to be completed individually (self-directed), in pairs, or in teams/groups with support available from a team champion.
The system implementation went very smoothly, and the training was so effective that key teams were “highly satisfied” with their training and required little to no further support.
OOTO have an enduring solution that not only ensured the smooth implementation of the new system, but can be used for the training of new hires across the organisation.
