Development and evaluation of a computer-based training module for Utility XYZ

Abstract

Utility XYZ is a multi-state corporation with concentrated specialty departments located across large geographical distances. Approximately one half of Utility XYZ’s customer service personnel are located in Wisconsin and the other half is located in Denver. Both of the offices perform identical functions. The customer service personnel that interact with commercial and industrial accounts are known as Business Solution Center Representatives (BSC Reps.). The job functions of Utility XYZ’s BSC Reps. require specialized knowledge of multiple customer programs and services. Some of the commercial and industrial programs are static in nature from year to year; other programs are more fluid and require constant change and training. The BSC representatives must understand the programs and be able to transfer information accurately and efficiently to Utility XYZ’s customers as it relates to those programs. The customer programs are also regulated by state and federal agencies which monitor the accuracy and efficiency with which information and services are delivered. The purpose of this research was to develop a computer based training module for one of the aforementioned programs. The program in question deals with seasonal contracts between Utility XYZ and the commercial industrial customers who agree to lower or eliminate electric consumption for short periods of time when requested by Utility XYZ. In exchange for controlling and reducing energy consumption the customer receives a discounted rate for electrical use throughout the year. The enforcement season for the energy control contracts is administrated in the summer months of June-September. The seasonal nature of the program means that there are several months of inactivity concerning contract writing and enforcement followed by a rush in the spring to reestablish and update contract information as well as signing new customers to the program. The BSC Representatives require training yearly to serve as a review of contract requirements as well as highlighting any changes that may be implemented for the upcoming season. In past years this information was gathered and delivered in sporadic classroom training sessions or passed on from worker to worker as needed. In order to create a training module for this program the researcher compiled Peak Control Program data from many sources. The researcher then created a menu driven computer-based module which enabled the training to occur in a self-directed fashion. The computer-based module format also allows for quick updates to maintain the materials integrity. The course was approved by several subject matter experts and piloted in the Wisconsin office.