Since September, Citizens Energy Group has been working on developing materials to train employees on how to use the new Customer Information System (CIS), set to launch in late July. Infosys, the system integrator, is assisting with the development of training material.
Training kicked off in early March. All sessions were originally scheduled to take place in-person, but due to the coronavirus pandemic, training was moved online via Skype beginning in mid-March.
Jessica Beck, CIS2020 Training Lead, said the online training is working out better than expected. “We are able to hold larger classes because we have no maximum seat restrictions. We have been able to answer questions through the Skype chat feature. We provide online assessments to check retention after each session. Everyone is receiving hands-on training and have lots of time to navigate the system.”
Fifteen Citizens employees are training coworkers on how to use the new CIS. Each instructor presents their screen during the training session, demonstrating how to navigate the system, while a “Skype Manager” watches the chat and reports any questions or issues to the instructor.
“It’s going really well,” Beck said. “We are getting a lot of positive feedback in our surveys about having the two roles for each session.”
Training will continue until the new CIS is launched in late July, to ensure adequate time for all end-users to fully understand the capabilities of the system.
There are more than 300 Citizens employees being trained on the new system.
