Bank Otkritie (FC Otkritie) (Websoft HCM (formerly WebTutor))

2022

Automate the collection of quarterly training product development needs

The bank decided to optimize the process of collecting needs for the development of educational products based on the Websoft HCM platform: to implement the acceptance of applications in one window mode and increase the efficiency of processing received applications.

What they faced

Otkritie Bank has about 20,000 employees and 18 main business areas. Training at the bank is carried out by the Corporate University, in which five divisions develop educational products of eight formats: webinars, trainings, distance courses, online marathons, etc.

Mass and miscellaneous requests

• There is no single criterion for determining which department is responsible for a particular format of training products.
• Division by target audience is conditional. There are departments that are responsible for training the entire bank, and there are those that develop training products only for certain categories of employees: for example, only for call center managers.

Time-consuming processing

The development of the training product requires coordination with the representative from the business. All five divisions of the Corporate University, as part of the collection of quarterly needs, sent requests to business - in all 18 areas. Taking into account these approvals, the variety of training formats and different deadlines, processing applications became very laborious.

Confusion on the part of customers and performers

Requests did not always fall into the right department. This required additional refinements, transfers between units and created a lot of manual routine work.

Need to optimize the procedure in-house

The project was to be implemented completely independently, without attracting additional resources. To do this, a boxed application mechanism was selected in the Websoft HCM system.

Implementation steps

1. First of all, the distance learning group has an automated application for the development of distance courses. The application is based on a template in Websoft HCM.
2. For two quarters, customers filled out an automated application for the creation of distance courses, in all other areas, the collection of applications in the form of a survey was implemented. For customers, the process has become a little easier, for performers - only added confusion.
3. There was a need to combine different divisions of the Corporate University with different training formats and business areas into a single application in the "one window" mode.
4. A collective methodological work followed with all departments of the Corporate University to decide which items need to be included in the application so that it does not become cumbersome and it is convenient for customers to fill it out.
5. For the technical implementation, the application template for the development of distance courses, launched earlier, was chosen as the basis.

How does it work

First stage. Coordination with business representative

To determine whether it is advisable to take an application for work and whether an appropriate educational product is needed, you need approval from the business - approval by the owner of the profession.

• Application fields have been developed that are relevant for all training products

The fields in the application are unified for all departments and training formats. Also, 18 business areas were taken into account for sending for approval.

• Possible actions of the approver

The approving person can agree on the application, reject or send to the applicant for revision. Upon approval, the application immediately goes to the Corporate University, if there is an inconsistency, the application is rejected, and the document flow is completed.

• Customer-centric solution for users

If the approver returned the application for revision, then the applicant in the current application can make adjustments and send it back for approval. You do not need to create a new purchase requisition.

• Critical fields to fill in

In order for performers to receive all information for making a decision on an application, some of the fields in it are mandatory.

• Additional fields for capturing information unique to a particular training product type

There are fields that appear in the list only if necessary. For example, specifying the city of the event is not important for creating a distance course, but is critical for face-to-face training. Hiding certain fields according to the training product type makes the application easier.

• Notifications for each process participant for each stage

To make the process more transparent, all its participants receive notifications by mail about each stage of the application - who has it under approval, it has been agreed or rejected, etc.

• Those responsible for business are personally spelled out in the document flow

The owners of the profession responsible for training from business are a nominal position that is not fixed in the staffing table. Therefore, in the application, you cannot select a position according to which the application would come to the training person, but you can choose a specific person. If necessary, adjustments to the full name are made easily and quickly.

• Item "Other"

If the applicant sees that none of the 18 lines of business are suitable for him, he can choose the "Other" item. Then the application goes for approval to the head of the Corporate University, who redistributes the application to the division that will be responsible for the development of the educational product in accordance with its expertise and the completed application fields.

In addition, the list indicates not only business areas, but also individual professions, for example, a mobile controller, for which a separate owner of the profession is assigned. It is critically important to coordinate the application with the owner of the profession.

Second stage. Approval of the person responsible for training

When the owner from the business has agreed the application, it goes to the Corporate University for consideration.

• Two rounds of agreement

In a number of applications, the format of the educational product and the target audience are immediately clear - they directly fall into a specific division of the Corporate University, where they are taken to work. But it happens that the application needs to be coordinated additionally. For example, a bank has a department that trains call center employees - first it should consider and agree on an application, whether they need appropriate training or not, and only after that the application goes to work for the executing department of the request. Two rounds of coordination avoid unnecessary developments.

• To determine the person responsible for the training, the personnel category (target audience) is analyzed; training product format

Units within the Corporate University can be responsible for the same training formats and even the same target audiences. But there is also a division: for example, only managers or only employees.

• To understand who from the Corporate University the application must go for approval, two fields have been created:

1. Type of training product. For example, online courses are developed by only one division within the Corporate University.
2. Target audience. Only employees, only managers or both. Depending on the selection of this field, the requisition will be sent to the department, which is responsible only for training managers or for training all line personnel.

• Further actions of the person responsible for training

The person responsible for the training who received the application can accept it, reject it, send it to the applicant for revision with comments.

• Customer Focus Solution

If the applicant made a mistake in indicating the person responsible for the training, and the application fell into the wrong department, then it is not necessary to re-issue it. The person responsible for training from one unit can independently replace himself with another. This decision saves applicants from unnecessary actions and makes the service even more convenient for users.

• Those responsible for training are personally spelled out in the document flow

The divisions within the Corporate University are called differently - the names of the positions of employees within them can also differ. In order for the application to arrive at the address, the system spelled out those responsible for training by last name: if necessary, the full name can be easily changed.

Third stage. Appointment of the contractor on request

After the application comes to the head of the division of the Corporate University, and he approves it, the executor is appointed - then the application is transferred to work.

• Ability to select a performer

Employees from the full staff structure of the bank are available to select a performer from the drop-down list. A specific specialist can be found in the search by last name and first name. You can also specify the priority of the requisition, development dates, additional comments.

• Upload Report

A special report has been created and it is possible to upload a list of all requests to Excel. Despite notifications at each stage of the application, it is important to have a general report that shows how many applications have been accepted for work, how many are being developed by one or another department, how many materials are being prepared in the current quarter or year, etc. All information is very transparent.

Stage four. Developer-Customer Interaction

• The customer and the developer of the training product interact at all stages of the development of the training product

They can exchange feedback and adjust the results - communication takes place directly in the document management system, by mail or in another way.

• A transparent process for developing a training product is formed

All work is displayed online: how many applications are assigned to a specific developer, what comments were received on the applications, etc. The manager at any stage can upload the history for a specific request.

• The document flow is completed after the customer approves the training product

In the system you can see the history of interaction on the request, deadlines. You have developed a custom request report that allows you to upload all fields.

• Project scale

Each quarter, about 100-120 applications are received in all areas of business and all formats of educational products. The system uses three quarters, during which about 400 applications are processed.

Who implemented and implementation dates

Technically, the project was independently implemented without the involvement of Websoft specialists by one bank employee - the chief specialist of the distance learning group.

The project was launched as part of the bank's existing process of setting quarterly tasks. Most of the time (about two weeks) was taken by the methodological development of the new model and its coordination with internal customers. Then it took about a week to make their edits and improvements.

Specifically, time was not allocated for the development of a new service, the implementation took place in parallel with other working processes. As a result, at the end of the quarter, the task was fully implemented.

Results and results

1. Convenience. Customers apply to develop any training product in any line of business through a single form. Filling in the standard fields takes only a few minutes, since the requisition is understandable and compact in volume.
2. Optimize the training department resource. The performers do not spend the resource on coordinating each application with the business responsible, do not collect and do not distribute applications between directions in manual mode - this happens automatically.
3. Transparency. Customers see the entire document flow, deadlines, responsible, making decisions on the request. The online training authority can also control the entire development process of the training product. All data is in a single repository - you can upload it at any time in a report format.
4. Positive feedback from users. The bank was waiting for positive changes, and they were readily supported by both performers and customers who highly appreciated the convenience of the new service.

Dashboard for executives

Nadezhda Gribkova and Repina Alexandra, Head of the Distance Learning Group at Otkritie Corporate University, Deputy Head of the Personnel Training and Development Department and Head of the Functional Training Development and Support Service, spoke about the development and implementation of a dashboard for managers for training and adaptation of employees.

Prerequisites

1. Huge flow of reporting requests for various educational activities of compulsory and general training.
2. Inconvenience of the distance learning group. The preparation of mandatory training reports took a long time - up to 24 hours a week, before the 50 of reports of various formats.
3. Customer inconvenience. To receive the report, it was necessary to send a request to the administrators of the training portal and wait until 3 working days for execution. There was no way to get real-time analytics.

Tasks

• Optimize HR resources for reporting.
• Create a universal and convenient tool for customers to inform, monitor training and adapt employees.

Technical capabilities

The company has already introduced the IT Analytics portal based on Power BI. The HR team decided to configure the import of data from LMS and create a dashboard according to the required parameters.

Realization

1. Specialists of the distance learning group studied the market for what data visualization options are, and created a layout of the desired dashboard.
2. Next, we compiled a list of the most frequent requests for training reporting.
3. With a full technical assignment, we turned to business customers. They really liked the idea, they were inspired and offered their own versions of improvements.
4. Finally, taking into account all the wishes, we contacted the IT department with the Power BI engineers.

During the implementation, the employees of the distance learning group constantly maintained contact with representatives of business units. In addition, the main customers formed a pilot group where they tested data upload.

Results

First, one section of the remote learning dashboard was implemented, and then this service began to be regularly developed and modernized. At the moment, it includes the following sections:

1. Distance courses;
2. Webinars, face-to-face and online trainings;
3. Test as a separate process;
4. Adaptation;
5. Individual employee information.

The runner in the dashboard hat allows you to change the required periods of time for requesting information.
Using drop-down lists, you can restrict the selection to the regions, departments, and roles you need.

On distance learning, webinars and trainings, dashboard allows you to get the following analytical data:

• Total percentage of training;
• Number of active activities;
• Feedback based on tagged feedback;
• Average time per trainee;
• Information on new employees;
• Detail by employee status;
• Ranking of events for distance learning.

By Testing:

• Number of employees undergoing testing;
• Percentage of tests successfully passed on the 1st attempt;
• Total number of tests passed successfully;
• Testing by employee status.

By Adaptation:

• Number of employees in the adaptation;
• Adaptation plans in operation and in arrears;
• Number of adaptation plans assigned and unsecured to the mentor;
• Activity dynamics of each newcomer;
• Satisfaction survey results.

By trainees:

• Information on training in terms of statuses;
• Average training time;
• Average assessment of training activities;
• Activity dynamics.

Popularization and development of the project

The following tools were used to introduce the Corporate University of the Bank into regular business procedures and familiarize employees with the portal:

1. Information section on the Training portal;
2. Posts in internal corporate communities;
3. In-depth interviews with active users and update report;
4. Thematic webinars;
5. Questions section on a single portal of user requests;
6. Phasing out mandatory reporting by mail;
7. Integral rating is a monthly set of data on training and adaptation based on the dashboard, which shows the rating of the bank's divisions based on the results of training and adaptation for the month, as well as the cumulative total for 12 months.

Statistics are presented in the form of tables with colored indicators and are supported by a presentation with a brief description of the leaders and laggards, indicating recommendations for improving indicators. The integral rating is analyzed monthly at selector meetings of all managers, which has a tangible effect in improving training and adaptation indicators.

The resulting effect

With the implementation of this service, you no longer need to receive and process applications manually, then form, upload and send reports. Dashboard is available in 24/7 mode and allows you to reflect the full picture of training and adaptation in real time - both mandatory and self-appointed, for all employees and divisions of the company. All data can be uploaded to Excel.

Thanks to the introduction of the dashboard and the preparation of an integral rating, the Corporate University has achieved two goals:

1. Optimize resources - Reduce the number of reports by a factor of 5. Preparation time is now 2 hours a week.
2. Improve the quality of completion of mandatory training activities due to the involvement of managers in the analysis of the integral rating.

2015: Creation of a distance learning system

As part of the implementation of the projects, the RES was created, which combines the functionality both for training employees and for the work of HR specialists of the Bank. Access to RES functions and their use is carried out through the site - training portal. The portal is available to employees directly from the workplace and via the Internet, not only from a computer, but also from any mobile device.

In RES, the following opportunities are available to bank employees.

• 225 electronic courses collected in a classified thematic catalog;
• individual sections according to the level of access (employee, manager, etc.);
• General information space for employees of the same category
• automated tracking of movements by typical items;
• automated training of new employees according to the standard training program;
• an individual library of courses and educational materials;
• career development block;
• contests within subdivisions;
• webinars;
• accounting of full-time training activities;
• personnel assessment.

As part of the RES implementation, the maximum automation of various processes related to training and adaptation of employees was carried out. For example, when a new employee arrives, a welcome letter is automatically sent to him, adaptation courses are assigned (in accordance with his region), a role and access rights in the system are automatically assigned, specialized training is assigned depending on the position held, etc.

RES users are 13 thousand employees of the Bank. Of these, 3.5 thousand people are constantly studying. Over the 1.5 years of RES existence, employees completed 180,000 courses, coaches conducted 1,100 webinars, and estimated more than 3 thousand employees. 950 people attend the training portal every day, taking more than 800 courses.