Learning Aids and Performance
Support Tools

Staff Officer Electronic Performance Support System

Project Description

In late 2004, Booz Allen provided subcontractor support to IVIS Public Sector Consulting, Inc. in its support to the Air Force, Headquarters, Air Education Training Command (AETC), Advanced Distributed Learning Branch.

Booz Allen was tasked to provide web design and programming support for the AETC Staff Officer Electronic Performance Support System (EPSS). We designed and programmed a website with just-in-time tutorials to train new or inexperienced Headquarters staff members and to provide refresher training for experienced staff members. The tutorials provide instruction on how to prepare official correspondence for the HQ AETC Command Section (Commander, Vice Commander, Command Chief Master Sergeant, and Executive Officer) efficiently and accurately. 

The EPSS contains 12 modules to assist with correspondence development—

• Read Ahead, Event Brief

• Form 20 Attendance List

• Electronic Staff Summary Sheet

• Hardcopy Staff Summary Sheet

• Official Memorandum Format

• Personal Letter Format

• Office of the Commander Stationary Format

• Multiple Address Memorandum Format

• Award and Nominations Package, Package Assembly

• Suspense Tasking Process.

Each module provides the user with multiple options for support—templates, instructions, examples, tips, and a checklist compiled from best practices. In addition, the EPSS contains a list of references, acronyms, and points of contact. 
The EPSS was developed in standard HTML and is compliant with Section 508 of the Rehabilitation Act. Because of its modular design, any part of the EPSS can be easily updated. The EPSS is currently hosted on the AETC intranet. 

The EPSS was implemented in September 2005 and has been in continuous operation since that time.  The client has stated that the EPSS has proven to be extremely helpful and they are very happy with the reduced time it takes to develop quality correspondence for the AETC Command Section.

Intended or Achieved Results

Training for New Staff Members.  The EPSS is available 24/7 to provide training for all new AETC staff officers.  Supervisors have the flexibility to assign any or all of the 12 modules to new staff members to help them familiarize themselves with how a particular piece of staff correspondence is prepared and coordinated.

Refresher Training for Experienced Staff Members.  The EPSS is available 24/7 for experienced staff members who are required to complete a particular piece of correspondence that they have not completed for some time.  The staff member can review as much or as little of the content to be able to process and coordinate the correspondence in minimal time with maximum results.

Curriculum Development and Performance
Support Tools

Project Description

Booz Allen is developing learning aids and performance support tools for the Washington Metropolitan Area Transit Authority (WMATA) as part of a large-scale System Integration (SI) effort for the requirements validation, design, testing, implementation, and deployment of WMATA’s Information Technology Renewal Program (ITRP). The ITRP is focused on the IT aspects of the renewal of the bus and rail system for WMATA’s next generation of service. The purpose of the ITRP is to implement commercial off-the-shelf (COTS) applications to replace current tracking systems.

The ITRP aims to implement four COTS applications as an integrated system to provide greater flexibility and quick response, as well as one-time data entry.  The applications must also be integrated with other WMATA systems to eliminate duplicate data entry and to provide improved data access.

In addition to providing technical support, Booz Allen is assisting WMATA with its change management/ organizational transformation needs for the four applications, including developing performance support tools and curriculum development.  The approach and tasks for the performance support tools and curriculum development are described below.

Performance Support: WMATA end users required additional assistance beyond training. Booz Allen provided performance support for PeopleSoft, Maximo, and Trapeze systems specific to each application (i.e., HRPR, Procurement, Budgeting, and Maintenance). Because each application and user group is different, Booz Allen developed customized support strategies. This required determining the best post-deployment, “just-in-time,” performance support tool for a particular application and user group. For many of the applications, Booz Allen provided enterprisewide performance support solutions such as—

• Web-based job aides were developed to support end users by providing a quick and easily accessible reference tool to supplement the eLearning curriculum.

• Web-based training guides were developed to support instructors by providing a detailed training tool to supplement the eLearning curriculum.

• Context-sensitive help was based on OnDemand training.  Training was posted directly on the respective PeopleSoft pages under the help menu.  This allowed system users to look up training directly related to the task they were currently completing.

• CD-ROMs with support materials were created to assist both the instructors and end users by providing easily accessible devices holding all training materials.

• Call centers were established to field calls from end users in the live system.  Representatives from the respective applications answered questions on subject matter such as Procurement and Financials among others.

Curriculum Development: For each of the applications, Booz Allen—

• Conducted training needs analysis

• Designed and developed curricula

• Developed training content and learning aids and performance support tools in OnDemand, which allows users to review, practice, and test key business processes and system functionality

• Conducted sessions to train the trainers, which required developing materials for trainers, as well as for end users.

Intended or Achieved Results

By preparing for change, WMATA has taken a proactive approach to developing support and ownership for ITRP, ensuring a successful implementation that will result in achievement of return-on-investment targets and strategic business transformation goals.  More specifically, Booz Allen’s curriculum development and performance support efforts have been vital to WMATA’s ability to achieve projected goals and set objectives.  For the entire implementation, Booz Allen has worked closely with WMATA to achieve the desired results set at the start of the project.  Some of the more notable results include—

• Conducted 12 train-the-trainer events

• Trained 300 facilitators, creating in-house subject matter experts who are respected by their peers

• Trained an estimated 5,000 end users

• Reached more than 10,000 WMATA employees through an effective communications strategy

• Provided continuous performance support through enterprisewide solutions

• Achieved results across all applications through business process improvement and workforce planning.