Raiffeisen Bank Aval, WebTutor

1. Company Description

1.1. The industries in which the company works

The Raiffeisen Bank Aval is the second in value bank of Ukraine. He is a member of the group of Raiffeisen International where 17 banks from Central and Eastern Europe enter.

The bank services different categories of clients: individuals, small and medium business, the corporate sector also provides a broad spectrum of banking services.

1.2. Territorial Distribution

The network of bank departments, quantity more than 1100, covers all territory of Ukraine. In 25 largest areas there are regional directorates.

1.3. Number of Staff

About 18,000 employees.

1.4. Staff Categories Who Use the System

All employees of the bank having access to corporate network. Freelance employees (mobile bankers). From the 2nd half of 2009 – clients of bank.

2. Assigned tasks

2.1. Business Requirements For Implementation:

• Creation of the single database about training and employee development of bank and providing convenient access to it;
• Training of staff of departments in uniform processes and standards of work;
• Information and educational support of projects;
• Distribution of corporate culture;
• Performance appraisal and level of development of personnel.

2.2. What business processes had to be automated:

• Accounting of internal and external training of all forms and types.
• Management of educational resources: halls, equipment, trainer.
• Creation of training plans and development and control of their accomplishment.
• Creation and accounting of programs of the mixed training.
• Collecting and training needs analysis.
• Collecting and the analysis of responses and estimates on training events, e-learning.
• Accounting, control and planning of educational budgets.
• Assessment of level of knowledge of employees. Internal certification.
• Assessment on the purposes and competences.
• Management of a talent pool.

2.3. Criteria of Successful Implementation at the Planning Stage

• Access to the portal of training and development for all employees having access to corporate network.
• Use by employees of the bank of the portal, as uniform access point to all opportunities and services which are given by Financial academy.
• Detailed and comprehensive accounting of information on training and development in bank.
• Possibility of fast delivery of new knowledge to trainees (from 2 weeks to 1 month).
• Reduction of runtime by managers on training of routine transactions: collecting and document handling, formation of groups, mailing of information, creation of reports, etc.
• Possibility of operational satisfaction of requests of business lines for the current volumes of training, to costs, the planned training.
• Existence of the personal profiles of each employee including information on internal and e-learning, testing, assessment on the purposes and competences.

2.4. As the project plan formed

Studying of IT and organizational infrastructure of bank, the analysis of educational audience was carried out. Based on numerous meetings with representatives of business lines, IT and HR business requirements on the basis of which the detailed list of necessary functionality of a system is created were collected. The strategy of e-learning as a part of general strategy of training and personnel development in bank was in parallel created.

3. Project Parameters

3.1. Terms of Implementation and Milestones of the Project:

• Determination of key roles and formation of a project team January, 2007
• Analysis of an initial situation
• Determination of business requirements
• Development of requirements to functionality of a system. Creation of Request for Proposal (RFP).
• The 1st stage of selection. Preliminary analysis of the systems (more than 30). Drawing up short list of 7 vendors. Mailing of RFP.
• The 2nd stage of selection. Studying of offers of the vendors received in response to RFP. Drawing up short list of 3 vendors.
• The 3rd stage of selection. Presentations of vendors. Determination of the winner – WebSoft company.
• Creation of the technical project.
• Installation and integration of a system.
• Pilot start of a system at the Central office of bank and 2 regional directorates. November, 2007

3.2. A project team from the customer

• Project manager;
• The leading specialist on e-learning;
• Director of the department of training and personnel development;
• The head of department concerning training;
• Director of the department of IT;
• Head of department of information security.

3.3. The Main Difficulties During the Project

• Strict rules of IT security.
• The difficult and long reconciliation procedures operating at that time.
• Segmentirovannost of spheres of responsibility of IT specialists.
• Transformational processes which happened in bank in connection with entry into the Raiffeisen International group.

3.4. Did the Time and Financial Costs Correspond to the Previously Planned

Corresponded.

3.5. What restrictions of IT infrastructure affected the project

• Weak communication channels;
• Strict information security policy;
• A large number of the PC with an outdated configuration;
• Mozilla use as corporate standard for the browser.

4. Project Development

4.1. Development plans

• Organization and holding webinars.
• Further integration with sitemy personnel records.
• Creation of the knowledge base.

4.2. Filling by content

At the first stage in a system there were rates developed by WebSoft company which were transferred together with a system. At the second stage through external vendor, the Medium company, 3 materials rates, provided by subject experts were developed.

Today exclusively internal development of content which completely satisfies requirements of bank is used.

The flexible scheme of internal development of electronic rates which allows to apply a range of technological and methodical solutions depending on educational tasks and also demands made by business lines is constructed. Internal regulatory documents and standards of development are created.

As of July, 2009 the staff of department of e-learning develops 26 rates of different subjects: banking products and processes, software, security, adaptation of new workers, etc. In addition to rates of presentation type, also simulations of work in software, educational dialogs, quests are created.

For development are used: Courselab, Adobe Captivate, Flash. The author's vector graphics and animation is created.

For control of knowledge of workers and also carrying out internal certification are created tests. At their development the Expert of WebSoft Company Test system which was finished by the staff of department is used. Experts of business lines and also the methodologist of department who monitors correctness of test tasks, to compliance to their purposes take part in creation of tests and also determines parameters of the test and rule of conducting testing. As of July, 2009 79 tests are created.

4.3. Team to Support and Develop the System

Department of e-learning:

• head of department;
• developer of rates;
• methodologist.

In a system training managers, – specialists of Customer support department (IT Service Desk) are engaged in consultation of users on technical issues in data entry.

5. Project Results

5.1. The achieved results

Creation of the portal of training and development promotes promotion of an internal brand of Financial academy Raiffeisen Bank Aval, the best informing employees of bank on activity of staff of academy.

At the expense of the carried-out process automation, the efficiency of managers on training therefore the optimization of an organization structure at the end of 2008 connected with crisis was painless, despite preserving of volumes of training and expansion of number of training programs is increased. As of July, 2009 in a system more than 3,300 training events are recorded.

Thanks to the adjusted technology of internal development of content, costs for external development and purchase are absent. The flexibility of the scheme and a wide arsenal of the used methodical acceptances allows to react quickly to requests of business lines and most precisely to implement their wishes.

Thanks to the implemented system of motivation to training, will reach high percent of end of electronic rates – over 95%.

As of July, 2009 the following indicators are reached:

• 44,000 complete sessions el. training,
• 22,000 complete test sessions.

As a result of evaluating on the purposes and competences on the portal of the 2008 and 1 half of 2009, the volume of paper documents is reduced, reconciliation procedure of assessment is accelerated, the uniform base of estimates is created.

5.2. Economic Efficiency

Due to transfer of a number of internal programs to a format of the mixed training, time of their carrying out and, respectively, travel costs and accommodation of participants is reduced.

Due to e-learning of cashiers on settlement and cash and foreign exchange transactions and also permanent availability of the up-to-date reference information on the educational portal, the quantity of errors and also penalties from the National Bank of Ukraine decreased.

In the field of project training there is a failure from the scheme of cascading of information for benefit of e-learning. It increases the speed of dissemination of knowledge and, respectively, implementation of positive changes in business.

5.3. The most significant results

E-learning became an integral part of a training system and personnel development in bank. In the 1st half of 2009 the share of E-learning exceeded 50% of the total amount of training.

5.4. Reaction of Staff of the Company on System Implementation

Staff of the central office who undergoes compulsory education under the code of professional behavior and information security, 6 sigma treat e-learning neutrally.

IT specialists assess quality and level of execution of rates positively, but, in general, perceive e-learning as not too pleasant need.

Staff of departments: cashiers, managers of basic products, managers of SME, loan officers whose professional activity is connected with need of exact accomplishment of regulating documents and instructions which change regularly and often apprehended e-learning very positively and see in it a convenient method of obtaining the necessary information. This category is also the main target group.

The popularity of the portal of training and development, its broad functionality, speed of reaction of staff of department of e-learning which support him leads to the fact that requests for placement of information, holding polls and estimates which have not a direct bearing on training arrive.

5.5. A feedback from company executives according to the results of system implementation

The project received positive estimates of bank board and also the management T&D Raiffeisen International.