e-services
Description: In November 2001, LSI was awarded a subcontract
by Unisys to support the implementation of the Internal
Revenue Service (IRS) e-services program. The training
requirements of this program include the design, development and delivery
of customized web-based and classroom training. In addition, LSI will
develop and deliver train-the-trainer courses so that the IRS can maintain
and deliver the training on an ongoing basis. The target audiences for
this training are varied, ranging from IRS staff to third party tax
practitioners. As a result, LSI tailored the web-based courseware to
create separate courses, which are only accessible to the intended audience.
LSI is preparing an interactive, multimedia web-based training program
for IRS. Interactive simulations of the e-services systems will be included
in this program, allowing users to perform hands on practice without
disturbing a live system or real time-data. Also included are multimedia
components such as animated diagrams and interactive exercises to stimulate
the learner and reinforce the concepts presented. The e-services program
includes the following specific tasks:
"Throughout this ongoing program,
LSI has always delivered superior training materials and has exceeded
expectations on quality and timeliness. LSI has been continuously
flexible in accommodating any last minute changes in requirements.
They go out of their way to get the job done right and on time,
and to make certain that we are satisfied with the end result.
I wouldn't hesitate to recommend them to any organization that
requires superior training solutions."
-Loretta Letke, Unisys,
Program Manager |
 Training
Gap Analysis
LSI's role on this task was to analyze the new applications
to determine the target knowledge, skills and abilities (KSAs) required
and to map them against the legacy KSAs. In determining the target KSAs,
LSI rated task characteristics, such as:
- Time for performing the task
- Deficiency (the likelihood that the task will be performed incorrectly
if not trained)
- Retainability (how long after training the student will encounter
the task)
- Frequency for performing the task
- % Performing (of user group)
- Difficulty
- Criticality
Training
Plan
Upon completion of the gap analysis, LSI presented a comprehensive
training plan to the IRS. The following areas were addressed in the
training plan:
- Interaction with e-services Team (Unisys, CSC, IRS)
- Course Descriptions / Learning Objectives
- Preferred Training Delivery Strategy
- Proposed Training Tools and Media
- Follow Up/Refresher/Attrition Training Delivery Strategies
- Developer/Instructor Staffing & Preparation
- Training Evaluation Tools
- Course Validation, Testing & Pilot
- Post-Training Support
- Training Delivery Schedule
e-Learning
LSI created a design document outlining the proposed structure
of the courseware, and the tools that were to be utilized in the construction
of the web-based training (WBT). Because of the widely varied audience,
a plan was outlined for making the WBT accessible to users with various
Internet connection speeds and computing capabilities. Because of the
need for strict adherence to federal standards for accommodating users
with disabilities, LSI outlined in the design document the steps it
would follow to ensure that Section 508 standards were met in the WBT,
as well as a testing plan to ensure that the end product adhered to
the design plans. In addition to the design document, LSI developed
a web-based prototype to showcase all of the intended features and functionality
including navigation, 'look and feel', interactive multimedia components,
and Section 508 compliance. This prototype enabled key e-services developers
to verify that the WBT would fit seamlessly into the overall product
design.
Customized
Curricula Development
- e-services Products (external users)
- e-services Products (IRS employees)
- MIS Reports Training
- Operations and Maintenance
Online
Help System
In order to augment the training instruction, LSI developed
an online context-sensitive Help system. The Help system contains the
following features:
- Fully indexed
- Searchable
- Contains a glossary of terms
- Navigable to all other product-related topics of Help
Help
Desk Support
In addition to getting assistance from the WBT and online
Help, e-services users will have the opportunity to call a help desk
with more questions. As the usage expert on the e-services program,
LSI is also developing the training and documentation to be used by
e-services Help Desk Customer Services Representatives (CSRs). Materials
being developed include a Problem Flow Diagram, Escalation Matrix, and
Probe and Response Question Scenario Guide that will assist CSRs in
answering user questions or directing users to more advanced levels
of support.
Training
Delivery
Classroom training delivery will consist of traditional-style
lecture and hands-on interactive exercises. It is intended for the course
to run as any other traditional classroom – instructors will lead
the participants through the course using a manual (online) and facilitate
exercises (hands-on). Instructors will teach participants how to use
the web-based courseware and lead participants through each course using
the e-Learning features. This approach ensures that users will be able
to access the eLearning tools as a training refresher or comprehensive
reference after training is completed.
The development for this program
is underway; LSI is currently publishing training content and developing
multimedia components.
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