Case Study 1

Attorney General’s Department Coordination Centre

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National Security Hotline software training

The National Security Hotline (NSH) (part of the Attorney General’s Department Coordination Centre) required the development of a bespoke eLearning program for internal National Security Hotline operators, other supporting Australian Government Departments and security agencies.

Prior to commencing development, a scoping study was undertaken to confirm the business requirements and technical specifications of the proposed program. Project team activities included an examination of subject matter, technical feasibility analysis, evaluation data analysis, review of learner needs and assessment strategies.

The resultant solution was to create a virtual “National Security Hotline eLearning Centre” that follows the activities of National Security Hotline (NSH) operators and supervisors performing on-the-job tasks in a virtual contact centre. It provides a range of learning resources including self-paced tutorials, simulated calls, interactive self-test games, printable references and a unique encrypted assessment feature.

The unique and innovative element of the eLearning Centre is the design of multi-path caller scenarios that allow participants to practise handling different types of callers. Caller conversational interactivity is achieved by the use of multi-path audio responses with an interactive question panel linked to each audio response. For the NSH operator scenarios, the learner interprets the caller information provided in the audio file and selects the most appropriate question in response. The operator response is tracked and scored for each option, and the scenario develops appropriately depending on the selected response. The scenarios for the Shift Supervisors focus on listening in to a call and checking the operator’s final report for accuracy.

The caller simulations present a range of audio files controlled by a data engine and presented on a graphical interface. The operator uses a simulated NSH Database to record the caller’s information and produce the final NSH report. The final written NSH report, as well as the questions asked, are recorded as part of the activity and the system produces an encrypted version that is emailed to a course mentor for feedback purposes. The mentor has a decryption tool that allows viewing of question selection and the final report. The mentor’s ability to provide constructive feedback on the learner’s decision making and final report writing is critical to performance improvement.

Designed and developed for: Intranet, CD-ROM

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