INTRODUCTIONThis case study has been developed to explore ways to improve the relationship between the Training Operations section of Skills Tasmania and Registered Training Organisations (RTOs) operating in Tasmania.

BACKGROUNDThe Training Operations section of Skills Tasmania is responsible for managing apprentice/trainee contracts, funding programs (Skills Fund, Apprentice/Trainee Training Fund, Training and Work Pathways), contract payments and data reporting.

Senior managers of the Training Operations section are aware that RTOs struggle with data reporting and contract compliance and this takes a lot of time to resolve for all parties.

While the managers are mindful that RTOs are small businesses, and as a government agency do not want to put up unnecessary barriers, they also wanted to find out what other areas of their section needs to improve the services Training Operations section provides and then work out a way to promote and market the services to all RTOs.

As major clients of Training Operations, RTOs who train and assess Tasmanian learners to develop and grow their skills are apply under a grant to receive funding contracts to provide a quality training and assessment service to their clients. There are 156 RTOs that have contracts with Skills Tasmania.

THE RESEARCH AND FINDINGSUndertaking a qualitative research approach, a number of RTOs were consulted to develop an understanding of their issues and what type of service they expected to receive, what they valued and to identify areas of improvement.

The findings were positive with the RTOs overall happy with the services they currently receive. RTOs also reported that they value:

An effective and efficient service Timely and knowledgeable response to queries Ease of access to information

Two common themes emerged from the consultation – communication and consistency of service.

It is clear that a review of the section’s communication strategy is needed to improve RTO relationships so they have clear understanding of the roles and responsibilities of the Training Operations section, updating RTOs on new directions and policies and what type of ongoing support they can expect to receive from Training Operations.

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The other area identified for improvement was consistency of service. There is a need to develop a way to capture queries and manage them in a way that will result in providing a consistent and efficient resolution.

And finally, as the services are developed or improved, how we market and promote these services to all RTOs so that hopefully any and all issues are resolved quickly and the relationship with RTOs are improved.

SUGGESTED IMPROVEMENTSSenior management and staff of the Training Operations section are always looking to streamline and improve their processes in response to conflicts or concerns as they arise. This is part of their active continuous improvement cycle.

The areas of improvement that Training Operations could address, specifically:

Improvements HowClarity of who does what and who to speak to in the first instance – direct access.

Update the Contact details on the Skills Fund website by introducing an organisation chart that details the people responsible for specific roles, eg Program Managers.

Provide regular information on policy changes, new initiatives, for example Out of Trade Register or Grant notification information

Improving communications – Skills Tasmania Newsletter is underutilised and could include articles on “did you know”.

Provide comparison reports on aggregate data from all programs.

Develop an online interface to allow RTOs to access real time information regarding their contract status.

Improve the content on the website and review the structure and naming conventions, eg Funding should be changed to Government Investments.

Update and rebuild Skills Tasmania website, including review of the navigation and introduce mobile friendly technology.

Improve the response rate to any issues raised by trusted RTOs.

Introduce a tracking system to manage queries into a CRM system specifically set up for the Training Operations section. The SmartyGrants system could be used as the vehicle to address this issue.

More professional development opportunities on payments, reporting, overview of training operations section.

Improve relationships between Training Operations staff and all RTOs by providing networking opportunities.

Consider a one-day RTO conference which could include professional development opportunities

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related to the issues identified in the consultation process. Indeed, a session could be run that provides an opportunity to further explore the issues raised to date by the RTOs consulted and identify any other areas for improvement.

And finally, how to market and promote how these changes and all the services, roles and responsibilities of Training Operations are communicated to all RTOs operating in Tasmania. There is also potential to adopt a similar model with other clients that Skills Tasmania interacts with and consider major clients, eg employers and industry. Marketing and promoting these improvements should also ensure that the services continues to be useful and convenient, that it delivers and supports the clients and builds on quality of our systems and processes.Building “profitable relationships” with training organisations is crucial for Skills Tasmania to provide an effective and efficient service. "Profitable relationships" is defined as how we retain and ensure our relationship with RTOs in a way that they value and that we will see a return on investment, eg reduction of errors, retention of quality RTOs and improved training services.To promote and market the introduction of these improvements, a digital marketing plan is attached.

CURRENT STATUS (WHAT IS HAPPENING NOW)

Skills Tasmania website is due for upgrade over the next six months. It would be useful to consult with RTOs as part of the redevelopment.

An online interface for RTOs to access their contract data is underdevelopment.

The online grants program, SmartyGrants which is being used for grants could be modified to be used as a tracking system for issues raised by RTOs.

Discussions are underway with several RTOs to develop a professional development program.

New RTOs are invited to meet with Training Operations staff. The aim is to introduce them to our systems and processes, provide a face to a name and generally make them feel welcomed.

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DIGITAL MARKETING PLAN

The main digital channels used by Skills Tasmania is website, including the e-newsletter and email. Feedback from the RTOs consulted indicated that this is also their preferred media. The use of social media is not their preferred medium to receive advice or information. Webinars could be useful only when Skills Tasmania wants to share information. Overall, they prefer direct contact, eg face-to-face.

OBJECTIVES

The objective of this plan is to market and promote the services provided by the Training Operations Section of Skills Tasmania to all RTOs delivering training and assessment services in Tasmania.

TARGET AUDIENCE

Primary:

Registered Training Organisations Staff of Training Operations section

Secondary:

General Manager, Skills Tasmania All senior management, Skills Tasmania

KEY MESSAGES

1. We are listening.2. We want to:

a. Manage your queries more effectively and efficiently.b. Help you to submit error free reports.c. Help give you access to your data.d. Keep you updated on anything new or any changes as they happen.

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THE PLANWhat is to be implemented

Key message Which Channel/s will be used

What are the measurables?

Can it be achieved?

Is it realistic?

What is the timing?

Introduce “how to" articles – focus on reporting and payment.

We are listening. We want to manage your queries more effectively and efficiently.We’re want to help you to submit error free reports.

Email and Website

Increased number of subscribers.

Reduction in the number of errors in reporting.

Yes – the e-newsletter is already in place and has a number of subscribers.

To allocate resources and develop a process – 2 months.

“How to” articles will be released every 2nd newsletter.

Update and rebuild Skills Tasmania website, including review the navigation, introduce mobile friendly technology.

We are listening. We want to keep you updated on anything new or any changes as they happen.

Website Google analytics – increased traffic.

Yes, the Department is updating all its websites.

To develop and implement - 6 months.

Accessing real time data online.

We are listening. We want to help give you access to your data.

Website Google analytics – increased traffic.

Yes, development of an online application is under development

To develop and implement - 6-12 months.

A tracking system to manage queries specifically related to the Training Operations section.

We are listening. We want to manage your queries more effectively and efficiently.

Website SmartyGrants reports – length of time to resolve issues.

Yes, using the online SmartyGrants system.

To develop and implement - 3 months.

Organisational Chart and this is what we do.

We are listening. Website Google analytics – Yes 1-3 months

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Webinar

increased traffic.

Increase the number of queries received.

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