QA worked with PGDS to define a range of learning resources and initiatives that were launched
in advance of the software rollout to ensure everyone was 100% ready for the new tools and
As PDGD’s entire workforce was moving to Outlook from Lotus Notes, QA created a dedicated
learning resource to introduce regular users to the fundamentals of this entirely new software.
This took the form of a short tutorial video in which one of QA’s Business Applications Consultants
guided the viewer through the key features of Outlook and where they can be found.
To minimize disruption and offer maximum flexibility in terms of both logistics and time, QA
offered Microsoft-approved eLearning to give regular users an understanding of the new features
of the upgraded Office software. This was styled using the PGDS branding and colour-scheme and
lasted 35 minutes. Hosted on PGDS’s online Learning Management System (LMS), users could
access the eLearning at their own convenience and revisit it as often as necessary.
These learning resources were supplemented by user guides also hosted on PGDS’s LMS which
provided a quick-reference resource for specific queries or troubleshooting.
To provide service desk staff with a more thorough understanding of the software necessary to
provide user support, QA delivered a half-day, classroom-based introduction to the new features
of the software. This session walked service desk staff through the general features of each of the
Office 2010 applications and Outlook, focusing particularly on the applications relevant to the
responsibilities of those attending each event. A question and answer session closed each event.