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Category: Industry News, management, workforce, TFL, customer, reskill
TfL has chosen to partner with Kallidus in a three-year programme that will see the creation of over 100 hours of immersive e-learning content to support the modernisation of London Underground and reskill 5,000 employees.
Kallidus, the leading provider of learning and talent management solutions, is supporting Transport for London (TfL) through what is considered to be the largest business transformation programme in Europe.
The initiative is transforming the way employees learn from a desk-based culture to just-in-time learning on station platforms with handheld devices so that they can assist customers at the point of need.
Alexandra Bode-Tunji, Programme Lead of skills and capabilities at TfL explains: “Learning technologies are at the forefront of TfL’s business transformation, driving a change-ready workforce and transforming the way employees learn from a desk-based culture to just-in-time learning on station platforms with handheld devices.”
“Kallidus’ immersive e-learning content has already proven to be an effective tool for upskilling employees quickly and effectively and for inspiring behavioural change. We are delighted to have the Kallidus team on board to deliver the next phase of this major programme which is fundamental to delivering an outstanding customer service experience and ensuring London Underground provides a world-class rail service,” Alexandra added.
The company has been working with TfL during the past year on its Fit for the Future Stations (FftFS) programme to ‘Make Every Journey Matter.’ As part of a blended learning initiative, Kallidus has delivered immersive e-learning content and an interactive board game to prepare London Underground managers for change, and to help staff deliver the world-class service that customers expect today.
The next phase of the project involves soft skills development for customer facing staff; training around competencies for customer services; and the conversion of an extensive library of flash-based legacy content into multi-device learning. Kallidus is the sole provider for this phase of the project and was selected due to its ability to provide a high-quality and scalable solution working in true partnership with TfL.
Learning technologies are playing a key role in helping TfL to reengineer its workforce structure, customer service and its stations in a move that will see ticket offices replaced by an additional 150 self-service ticket machines and more staff on platforms trained to provide an outstanding service and manage any challenging customer situations successfully.
As part of the FftFS initiative, all of TfL’s 5,000 staff have been given an iPad mini. This gives them unprecedented on-demand access to knowledge banks, as well as Kallidus’ media-rich e-learning content which already includes over 200 videos with dramatized customer scenarios and virtual ticket machine simulations so that employees can practice problem-solving and learn in a highly visual and memorable way.
TfL has deployed an innovative approach to learning to solve the infrastructure and bandwidth challenges associated with delivering on-demand learning underground. Using the Kallidus App, learners are able to download content to any device, anytime and sync back their progress to Kallidus LMS when above ground.
Said Rob Caul, CEO of Kallidus: “This is an exciting programme and we are delighted to be working at the cutting edge of content design, using gamification, storytelling, scenarios and simulations to deliver a game-changing e-learning experience.”
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