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Modernise Learning

Project Details

Client:

King's College London

Industry:

Healthcare

Type:

LMS Adoption / Digital Learning & Development Strategy

Date:

2018

Response:

Loved it

ROI:

Small Running Title

About this project

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THE PROBLEM

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King's College Hospital had implemented a new LMS (Totara) in late 2017 for it's workforce of 13,000 staff. However the LMS was suffering many teething issues. Issues centered on data quality, complex and messy configuration issues, and faults with other systems the LMS communicated with.  The reputation and credibility of the system was damaged. I agreed to go in and turn this around.

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THE SOLUTION

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  • First thing I did was collate all the issues. This involved talking to numerous staff representing various parts of the trust.  I also monitored and helped fix lots of issues coming into the support desk to get a full picture of what the users were reporting as everything I had been told so far had come from management. After carrying out an investigation and diagnosing the issues, it was clear the system implementation was poorly executed which highlighted a lack of understanding and planning when implementing such a system to such a large user base. The report also highlighted that a number of issues belonged to the other systems. Staff data being pulled from a master system contained inaccurate data. The IT systems supporting single-sign-on were not working properly just to name a couple of the many problems.
     

  • I formulated and started to execute on a number of recommendations whilst at the same time making a business case for more resource and investment.  It was clear the service was running on a shoe string and service demand was drowning the existing team.​

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THE RESULT

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  • Many of the required fixes and recommendations have been implemented

  • The spotlight for many of the issues was being placed on the LMS team however after executing problem root analysis it became clear that some problems were being casued by other trust applications. These were moved to their rightful owners.

  • ​The team resource has grown and improved.

  • Existing and new processes updated or implemented to support operational servicing and maintenance of the service.

  • The LMS administration team are now in a much better place and other system administration teams across the trust now come to our team to seek advice and share best practices.

  • They are now using more of the system capability not being utilised before

  • Support ticket numbers have dropped

  • Training compliance has significantly improved.

  • The users are much more positive about the LMS

SOLUTION SCREENSHOTS

SKILLS

CUSTOMER SERVICE

SYSTEM ADMINISTRATION

TECHNICAL SUPPORT

SYSTEM CONFIGURATION & DEVELOPMENT

DATA ANALYTICS

DATA GOVERNANCE

TRAINING DELIVERY

PROJECT MANAGEMENT

COMMUNICATION

CHANGE MANAGEMENT & TESTING

OPERATIONAL MANAGMENT

DO YOU HAVE AN UPCOMING PROJECT?

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