BITS and BYTES – Using a Comprehensive Training Program as a Key Knowledge Management Tool

Problem: Like most other utilities in North America and around the world, Metro Vancouver (MV) is experiencing the effects of heightened regulations, rapid demographic changes and increasingly complex infrastructure. The Utility recognized a need to be proactive in the solution.Opportunity: In late 2009 MV had just finished a successful training development program for their new Seymour Capilano Filtration Plant (SCFP), and decided that this approach might be successful in all six of their operations and maintenance areas – Water Treatment, Utility Systems (Water Transmission and Wastewater Collections), Wastewater Treatment, Maintenance, Quality Control and Watershed Management.Solution: MV partnered with CH2MHILL to develop a 5 year comprehensive Technical Training and Procedures Program, known as the O&M TAP. The program kicked off in late 2012 and “hit the ground running” by taking some existing training materials developed by the MV staff to build the first set of eLearning modules, incorporating video, text, graphics, pictures and a “text to audio” feature. This multi-pronged approach, while not completely unique to the learning management industry, is relatively new in the water and wastewater utility sector, and provides the ability to address all of the basic learning modes available, visual, auditory and kinesthetic (hands-on) learning.Why was eLearning chosen as a key tool? The new generation of workers expects to learn differently than the Baby Boomers. Boomers learned primarily by seeing – reading materials from a manual, and some hearing – classroom environments where instructors stood at the front of the room and talked “at” the class for extended periods of time (very difficult to assemble in a shift based environment). For new generations learning has come to them in a different way – primarily through the computer, in much smaller bits and bytes. Incorporating this style of information dissemination is critical to the success of any learning program today – the information must be delivered in a very concise manner, within an interesting visual and auditory framework, and be accentuated with some kinesthetic activities – using the keyboard and mouse to move through the program.However, our industry is an inherently “hands on” industry – where you need to actually operate and maintain a water or wastewater treatment facility in order to know how to take care of these facilities - just like you have to drive a car to actually understand and learn how to drive. Do utility managers want to put their multi-million or even multi –billion dollar assets into the hands of someone who has “seen it on TV”? The answer is a resounding ‘NO!’, which is why the program also incorporates group scenario based exercises as well as a full suite of in-the-field learning components that build upon the e-learning materials.The technical training program will:• Reduce the risks to personnel, processes, equipment and the environment by ensuring that both new and existing staff are consistently and effectively trained•Manage and retain Metro Vancouver-specific technical knowledge• Provide staff easy access to information and knowledge needed to efficiently and effectively operate and maintain the region’s utilities• Be accessible to all staff within MV’s water and liquid waste utilities• Enable staff to optimize operations and develop innovative solutions• Develop and maintain an engaged and resilient workforce• Be resilient to organizational change due to its “function” based focusConclusion: A comprehensive training program is a critical aspect to the continued success of any utility. The components of this program are as varied as the utility wants them to be, but a sound framework and base can provide a consistent platform for all of these training components.