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Morgan Computer Services, Inc.
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State of Delaware, Court of Common Pleas
Project: Computer Based Training Video
Business Issues: At the Court of Common Pleas for the State of Delaware, the clerical work to support the workings of the court is massive. The complexities of Delaware law combined with a high caseload create a need for on-going refresher training. Unfortunately, due to the nature of the work and the large quantity of it, the turnover rate for personnel is high. This results in the need for a quick and effective way to train on the basics of the job. Cross-Training to ensure adequate coverage also necessitates easy access to training materials. All these factors combine to form an environment that requires an effective, high-availability training method that is usable by even a novice computer user.
Requirement: The Court needed a flexible, standardized, cost effective method for the delivery of comprehensive, effective task training in support of clerical operations. Training needed to cover both how to meet administrative requirements of the job and how to operate the computer based applications used by the court to track and store courtroom information. The training solution had to be able to capture and display computer screens used by courtroom staff, offer both audio and video of a person giving instructions regarding a specific process, and it needed the capability of being placed on a computer network that would be accessible to anyone that required initial training or a refresher course.
The Morgan Solution: Computer Based Video Training, which uses a menu to allow individual end users to select a specific process and initiate a full screen representation of the computer screen that is active. This screen includes a running video showing the teacher's face in the corner of the screen giving step-by-step instructions to explain the details of the correct process and procedures. This allows the user to view the results of each keystroke and gives the feeling of hands on work. The training videos are designed to allow the end user to identify a specific portion of the process or to interact with the entire process as necessary. The instructor is, in essence, sitting over their shoulder explaining how to execute a function while at the same time, the end user is able to see the function performed and the resultant effects. MORGAN's solution is based on the technology of multi-media production; high tech computer capture; database applications that store multi-media training programs. It is implemented on a wide area network and uses WEB based application technology. These programs are available on-call, as needed by courtroom staff throughout the State of Delaware.
Benefits: Actual hands-on training has been significantly reduced. Training quality is improved through the use of comprehensive design and standardization. Refresher courses are readily available keeping everyone at the top of their "game". The costs associated with actual training personnel as well as those costs associated with the downtime due to turnover of personnel are reduced and the courts are able to handle their massive requirement for clerical support more efficiently and effectively.
Future Application: Morgan's application of this new video training system technology is being reviewed by agencies in the State of Delaware to evaluate how it might be applied to meet other operating requirements. One application being evaluated is the potential to use the video training technology to meet the need to clearly communicate job descriptions to prospective employees. The potential is to use this technology to demonstrate to prospective employees the type of systems with which they would be dealing and the processes for which they would have responsibility. In addition, this video training technology is being evaluated as a support tool for Help Desk personnel. Training programs might be developed to enable Help Desk Personnel to guide the staff through simple procedures like rebooting systems, servers, and other repetitive encountered processes. Long term, the application of this technology could be extended to support all areas of state operations and the administration of all aspects of State business. From a corporate standpoint, this process can be used to document procedures and processes the same type of process being used by another client to document a process production line problems and concerns.
Technologies: Video Training, Multi-media Applications, Intranet/Intranet Communication, Web Based Applications, Courtroom Automation, Client/Server Architecture, Mainframe Access, LAN/WAN
Tools: Visual Basic
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