BT - Systems Simulation

BT has delivered a new IP network architecture to DWP which provides modernised and robust communications and includes delivery to IP Contact Centres. The IPCC Transformation Programme will transform up to 25,000 Contact Centre Seats over the duration of the agreement.

IPCC training requirements were captured by DWP in consultation each DWP Business Unit/Agency impacted by the IPCC transformation. BT provided a configured version of the standard Agent Desktop to meet the specific requirements of each DWP Business Unit/Agency. This provision included fit for purpose, branded and tailored training for each DWP Business Unit/Agency, ensuring compliance with DWP’s blended learning approach. 

In addition the training solution had to comply with DWPs stringent e-learning and accessibility standards and be capable of functioning effectively with assistive technologies used in DWP. BT commissioned Walkgrove, who are framework suppliers of bespoke e-learning to DWP, to develop an e-learning program to train users in the effective operation of the system. 

The emphasis of the training is on carrying out tasks within Agent Desktop. There were times when we needed to provide underpinning knowledge but these learning points were embedded within a process task wherever possible to maximise the contextualisation of the training.