Case study
Department for Work and Pensions: Missing Instruments
of Payment (IoPs)
The
problem
The Department for Work
and Pensions wanted to improve the interviewing skills of
front line staff dealing with customers claiming to have lost
or not received social security payments. These staff are
junior grades whose role includes a large amount of face-to-face
contact with customers. If a payment has not been made, customers
have the right to a replacement payment. Sensitive, focused
interviewing is required to arrive at the truth.
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The solution
Epic's solution was a ground-breaking simulation-driven programme
in which learners practice questioning skills interactively with
8 realistic 'virtual' customers.
A tutorial prior to the interview simulations prepares learners
and gives a context for the interviews. Learners then practice what
they have learned in the safe environment of the simulations.
Learners view a video clip of the customer, then decide the appropriate
next question to progress the interview. Full branching video means
that different question choices result in different simulation outcomes.
The differences between the questions are subtle, but each choice
will elicit a different response from the virtual customer.
If learners ask the wrong type of questions, or become too confrontational,
the interview is terminated. Learners' choices are evaluated within
the programme and feedback given, whatever the outcome of the simulation.
The simulations were carefully scripted to reflect the real world
of benefit interviewing. The characters and scenarios were developed
with DWP staff who conduct these interviews in real life.
Outcomes
The program was a first of its kind in that it tackled an area
of learning in a medium that was previously decreed by training
professionals as not suitable for delivery in any way other than
a classroom environment (i.e. soft skills training using role play).
The pilot has been extremely well received, with the simulations
being greeted with cries of recognition by learners.
The Department for Work and Pensions is now rolling out e-learning
across the organisation.
'The outcome is superb.' (E-learning Programme Director, DWP)
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