Business and IT training courses from QA

BT South Tyneside

Read how QA designed, project managed and delivered a bespoke training solution for BT South Tyneside, ensuring a seamless transition of a major Windows migration.

The Challenge

The BT South Tyneside partnership wanted to transform its current desktop and platform infrastructure to create a standardised desktop environment for all of its 4,050 users, including 600 laptop users.

The transformation was to include a migration of the desktop operating system from Windows NT, 2000 and XP to Windows Vista with Office 2007 with all users able to understand and use the new environment and identify the differences between the legacy system and the new technology.

We wanted a refresh of our entire estate with training on the new features of Office and basic Vista to give all users an understanding of how these products work.

Judith Armstrong

Senior Development Officer/Project Lead | BT South Tyneside

The Solution

To establish the specific requirements of BT South Tyneside, QA undertook a needs analysis, focusing on Skills Validation. The Office 2007 and Windows Vista 'menu of topics' were used as a template to identify the areas of training needed. QA then designed a bespoke modular course entitled 'New features of Office 2007 and Vista' which showed users how to use the new tool effectively within the BT SouthTyneside environment.

By creating a bespoke course it was possible to align training to the organisation's specific needs and include key corporate messages. Particular skills were mapped to the jobs performed in each department, allowing QA to evaluate the results of the needs analysis to group staff into 'user training groups' based on current competencies and role requirements.

To ensure that skills were transferred from the learning environment into the workplace, users were supported by floorwalkers, available to answer questions and provide one-to-one support, as well as VIP drop-in sessions. Prior to the course, a group of 'super-users' (approximately five per cent of participants) were trained to advanced level to provide ongoing peer support to their colleagues both during and after the programme.

QA integrated with BT South Tyneside's deployment plans, mirroring its schedules, project deliverables and timescales and providing full project management throughout the scoping, planning, design, development and delivery of the bespoke programme. QA also provided full project administration support, including the day-to-day running of the logistics around delegate bookings, schedule changes, data collation, courseware, trainer logistics, etc.


Started in October 2008 when a 10 year, £184m regeneration contract was signed, the partnership between BT and South Tyneside Council aims to bring sustainable social and economic development to South Tyneside, stimulating regeneration and growth through inward investment and attraction of other businesses into the area.

It is estimated that up to 750 new jobs will be created in the area over the life of the partnership.

The Outcome

Despite the high number of users transferring to the new technology, the volume of training calls at BT South Tyneside has dropped since the beginning of the programme, demonstrating that users have gained a firm understanding of the technology and now require less support.

QA's fully managed service enabled the management of the project to correspond with the wider aims of the BT South Tyneside partnership, with resources allocated accordingly. The consistency of the trainer pool, with the same trainers used throughout the programme, led to a deeper understanding of BT South Tyneside's business and the needs of its user groups, allowing the classroom training to be aligned more closely to these aspects.

Feedback from course attendees has been consistently positive, with average evaluation scores of 8.3 out of 9 across all categories and 99% of attendees agreeing that the course met its objectives.

The programme was delivered within timescales and significantly under budget.

We have received very positive feedback... Although the training was delivered in a training room, attendees felt that the training had a personal touch.

Judith Armstrong

Senior Development Officer/Project Lead | BT South Tyneside

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