1. Introduction
On this page you will find more information about the training component during the implementation of Xpert Suite.
One of the most important things that determines the success of the implementation is the proper preparation of everyone involved for the transition to Xpert Suite. Both the functional administrators and the (end) users must have a good basic knowledge of Xpert Suite in order to be able to work comfortably in the system. With the help of this information, you can train the various future users in the right way. This way, you'll have a smooth transition to Xpert Suite!
2. Users
In this document, we distinguish four types of users who need to receive training from Xpert Suite.
2.1 Functional administrators
The functional administrators are appointed for the management of Xpert Suite. For example, they can modify and add work processes, adjust authorizations, add users and manage and/or create interfaces. Sometimes, the functional administrators participate in the design of Xpert Suite during the implementation.
In order to provide the functional administrators with the knowledge and skills of Xpert Suite, they go through the XS Beheertraining during the project. On the website Otherside at Work | Beheertraining you will find all the necessary information about this training.
In addition to the XS Management Training, it is possible to train administrators to create their own interfaces between Xpert Suite and a number of HR systems. The website Otherside at work | Koppeltraining contains all the information about this training and an overview of self-made interfaces.
At the start of the project, the participants are registered for the training courses in mutual consultation. The training courses are only available in Dutch at the moment.
2.2 Key users
A Key user is an important link between functional management and the user organization. A key user is the representative of all fellow users and therefore an important point of contact for functional management. A Key user is an ordinary employee within a department, but someone with more knowledge and experience of the information system. In addition, the key user is also interested in affinity with ICT. If you have any questions or wishes from the department, colleagues will first contact the key user. The key user takes care of the first questions and can also help with making a report for functional management.
The Key users can be trained by the consultant of Otherside at Work, so that the Key users can train the other users via a "train the trainer" principle. The Key users must be trained before Xpert Suite goes live. The agreement with Otherside at Work describes the agreements with regard to Key User Training.
2.3 (End) Users
These are all other people who have to work in Xpert Suite and therefore receive a user account to log in to the system. These can be both internal users (supervisors, case managers, HR business partners, etc.) and external users (company doctors, task delegates, etc.).
These (end) users must also be trained before Xpert Suite goes live. The customer often provides this training himself, but Otherside at Work is happy to support you with this! The signed agreement states whether training of the (end) users is already part of the project budget.
2.4 Customer Users
Sometimes there may also be customer users, for example the customers of occupational health and safety service providers who have to perform an action in Xpert Suite. The customer users are part of the group of (end) users but often have slightly different training needs; That is why we specifically name this group. Otherside at Work can also provide support with this training if desired. The signed agreement states whether training of the (end) users is already part of the project budget.
3. Advice for training
The advice from Otherside at Work for the training component in relation to the implementation process is as follows:
3.1 Advice on training functional administrators
At the start of the implementation process, the functional administrators are scheduled for the XS Beheertraining and/or Koppeltraining (see the signed agreement for the agreements made). This allows them to provide support during the implementation and to manage Xpert Suite from the moment it goes live. Functional managers can be supported by the application consultants of Otherside at Work. See Appendix 1: Functional Management as a Service (FBaaS) for more information.
Allow about a month's turnaround time for the XS Management Training. The first 2-3 weeks you will do the part of home study and assignments yourself (the study load is at least 2 days). You will also have two online consultation hours with the trainer. In the following week, there will be a physical training day on location in Den Bosch. Upon successful completion of the two online consultation hours and the physical training day, you will receive the Management certificate.
After the XS Management Training, the administrator can follow the Koppeltraining in one to one and a half days of home study. There are two online question hours, one of which is mandatory, which the administrator also follows. So allow at least one to two weeks of lead time for the Koppeltraining.
3.2 Advice on training key users
We recommend that the Key users be part of the sessions with the Otherside at Work consultant during the implementation process, including the test sessions to test the work processes, interfaces and data migration. If the Key users train the (end) users, it is recommended to complete the training of the key users two weeks before the training of the (end) users.
3.3 Advice on training (end) users
Train the (end) users at least one week before going live. Ideally, the (end) users are trained in the last two weeks before going live, but of course this also depends on the number of users. We also recommend that you do not train the users too early, because then the knowledge will be partly lost.
Step-by-step training plan:
1. Presentation of the functionalities
2. Let each user log in to their own role and have them perform a number of actions on test files
3. Tip: Key users are probably already involved during the Project, let them play an important role here as well.4. Provide a reference book that users can use after the training with at least the most common actions. Make sure that the training material is in line with the target group. You can use the FAQ page on our Xpert Support Center as a basis.
3.4 Advice on training customer users
When it comes to customer users, we often see that one or more of the following things are used to inform customers about the use of Xpert Suite:
- A separate Web page with the most frequently used actions (see for inspiration: XpertSuite | HCS)
- Organizing a webinar, 1 to 2 weeks before going live. It shows what Xpert Suite looks like and how it will be used. In addition, people have the chance to ask questions. This webinar can be recorded and can be seen again for customers who were unable to attend.
- The provision of a general instruction document which can also be accessed via Xpert Suite itself, e.g. via the media library button in Xpert Suite.
- A redirect to our general Xpert Suite Instructions: Gebruik van de Xpert Suite : othersideatwork.
4. Drawing up a training plan
At the start of the implementation project, we ask the client to draw up a training plan so that it can be implemented during the project. A training plan is a detailed document that provides direction for the planning and delivery of the training. Whether you're training people one-on-one or in groups, in-person or online, a well-developed training plan will ensure accurate resource estimation and timely reserving. The step-by-step plan below is illustrative to help you on your way.
1. Establish an overview of all those involved who need to receive training.
2. Identify the target audience of the training. Group the participants of the training by training type, for example by knowledge and skills, the user role of Xpert Suite, the best way to train the group, etc.
3. Identify all (aid) resources that are needed for the training, such as instructions, images, websites, software, training locations but also the trainers.
4. Map out the training costs.
5. Select the trainers. Choose your own trainers or external help, such as a consultant from Otherside at Work. Make sure that the trainers have the required knowledge in a timely manner by drawing up a plan for this.
6. Develop the training content. Think of setting up and filling a website, collecting image and instructional material. Here are some tips for a successful training:
- Identification: Make sure it is clear who the training belongs to, what training it is and what the purpose of the training is.
- What's in it for me? What is the benefit for the participant in the training? For example, include it in the invitation (the sooner, the better). Make it concrete, for example "After following this training, you will be able to work quickly and easily in Xpert Suite".
- Credibility: Involve the participant and his/her situation. Give examples of the training that match the participant's situation. If there are multiple types of participants, give multiple examples. An example is an action that the participant will perform frequently in Xpert Suite.
- Personal approach: Speak to the participants personally. For example, by using the participant's name in the salutation. Write in colloquial language.
- Reward: If participants are rewarded during the training, it gives more engagement.
- Involve the target group in the creation of the training.
7. Create a timeline for the preparations for the training (instruction material/tools, recording and scheduling trainers) and the execution of the training per participant group. Plan towards the training deadline.
8. An evaluation form after the training can help to gain insight into the results of the training and any additional training needs.
5. Ratio of 1st, 2nd and 3rd line support
After going live, the 1st, 2nd and 3rd line support will start. There is also an additional service available from Otherside at Work: Functional Management as a Service. See below for more information.