Learning

The brief

NZ Bus needed to bring in a new electronic ticketing system on all its Auckland routes. That meant training up 1,200 bus operators on how to work a very different set of equipment, so customers would enjoy a seamless changeover to the new system.

The company employs bus operators from a diverse range of backgrounds, often without English as a first language. Many were wary of the electronic technology required to make the system work. To make the task even more challenging, there was no internal training team to shoulder the load. The Learning Wave would have to devise and deliver a comprehensive new skills programme from scratch, within a few short months.

The solution

The Learning Wave used its expertise in learning design to create a complete set of materials for learners, including a user-friendly operating guide, quiz sets and skill tests. We organised a series of four-hour learning sessions between shifts at four sites around the region, with custom-made tests and a high ratio of trainers to learners. Kiosks were set up on company sites to enable learners to practice their newfound skills.

Special attention was also given to upskilling NZ Bus staff to work with the target audience. We set up a three-day programme for 20 handpicked NZ Bus staff, with two Learning Wave facilitators imparting their knowledge and providing oversight. Skill tests and FAQs provided the final assurance that all bus operators were up to speed before the new system went live.

The result

This is one of those success stories that can be measured by what didn’t happen. NZ Bus wasn’t swamped by complaints from unhappy customers. Grumbles from the workforce were conspicuously absent. There were few delays to bus timetables – in fact, the new system has led to faster turnarounds at bus stops. All in all, the NZ Bus project team was blown away by how the learning programme contributed to the successful implementation of a major change at the grassroots.

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