For the last 40 years, ISPI’s Awards of Excellence program has celebrated the people, products, innovations, and organizations that represent excellence in the field of human performance technology (HPT) on an annual basis. In the category of Outstanding Human Performance Interventions, seven interventions were selected for the prestigious award, which required meticulous documentation of how an intervention meets the 10 Performance Improvement Standards, proven success and improvement under real-world conditions, and a peer review. These awards will be presented at THE Performance Improvement Conference, Monday, April 15, 2013, in Reno, Nevada.
Proofpoint Project Management and Reporting System
Proofpoint Systems and Department of Housing and Urban Development
The Proofpoint Project Management and Reporting System improves the ability of field and staff members of the Department of Housing and Urban Development’s (HUD) Office of Field Policy and Management (OFPM) to track projects, demonstrate alignment to HUD strategic goals, and report on progress. The system also develops a common method for project planning and reporting, and provides a common, real-time view of progress at various leadership levels. To accomplish this, the team developed a performance aid in the form of a cloud application. The application tracks and reports project performance that can be used by the field and headquarters staff of HUD’s OFPM–approximately 350 people in 80 field offices with oversight by 10 regional headquarters. Results show that the system is used by 100 percent of the staff, with 30 percent logging in daily to perform project work. This project also introduced performance technologies to a set of federal executives and furthered their awareness of HPT and ISPI.
ISPI recognizes Richard Hibbert and Thomas Moore of Proofpoint Systems and Zuleika Morales, Marika Bertram, and Pat Hoban-Moore of HUD for their participation in this award-winning intervention.
Ventura HICAP Volunteer Development System
Ventura County HICAP
HICAP (Health Insurance Counseling and Advocacy Program) provides Medicare counseling to retirees through volunteer counselors. A Medicare counselor needs to be familiar with hundreds of pages of reference material, learn an acronym-based jargon, and participate in a week of classroom training to get started. In Ventura County, the HICAP new volunteer dropout rate was over 50 percent. Ventura County HICAP used a prototype of a Moodle-based system, which serves as an electronic performance support system. The system provides everything a counselor needs, including access to training, documentation, video, news feeds, and forms, and allows for social networking. The new counselors have responded very well to an e-learning environment. Dropout rate decreased from 50 percent to 8 percent. Other county HICAPs responded well to the initial demonstration. The state of Colorado has adopted the system and it is expected to expand statewide in the coming year.
ISPI recognizes Joe Kirby, Katherine Raley, and Barbara Lingens (volunteer) of Ventura County HICAP for their participation in this award-winning intervention.
U.S. Coast Guard Resident Instruction Standard Operating Procedures Revision
U.S. Coast Guard Training Center Petaluma, U.S. Coast Guard Training Center Yorktown, U.S. Coast Guard Maritime Law Enforcement Training Center, U.S. Coast Guard Force Readiness Command, and Lockheed Martin
When Training Center Petaluma chartered a working group to improve the Coast Guard Standard Operating Procedures (SOP) for developing resident instruction, they found confusion and inefficiency existed because the Coast Guard used two different instructional systems design (ISD) models. The working group recommended updates to the existing SOP to include the creation of a new Coast Guard specific ISD model. The new SOP was to be more user-friendly while containing project management documents, completed examples with commentary, and job aids. A new implementation working group unveiled the first edition of the new SOP at the 2011 Coast Guard HPT Conference. Over the next year, stakeholder and students attended a revised Coast Guard Course Developer Course (CDC) based upon the new SOP. Their feedback was analyzed and incorporated into the next revision of the SOP in time for the 2012 Coast Guard HPT conference. After the 2012 conference, a permanent Integrated Process Team (IPT) was created to monitor and incorporate feedback to the SOP to ensure continuous improvement.
ISPI recognizes CAPT R. Erin Brogan, CAPT Christopher Hall, CDR Reed Stephenson, CDR Rich Molloy, Kathy Thore, LCDR Michael Reed, Maria Dahms, Paul Robbins, BMC David Padley, Joellen Mitchell, Scott Welch, Linda Pfeifer, CWO Eric Thomas, BMC Karl Beeman, ITC John Reiswig, and BMC Robert Lehman of the U.S. Coast Guard Training Center Petaluma; Jay White, Gary McKeeby, Dan Montgomery, and Courtney Schaeffer of the U.S. Coast Guard Training Center Yorktown; Al Wheaton of the U.S. Coast Guard Maritime Law Enforcement Training Center; Roland Isnor and Gil Berrios of the U.S. Coast Guard Force Readiness Command; and Lisa Consani, Bryan Krajewski, Charissa Ramp, and Eric DeJager of Lockheed Martin.
U.S. Coast Guard Training Center Petaluma Emergency Medical Technician Course Revision
U.S. Coast Guard, Harkcon Inc., and Lockheed Martin
The purpose of this project was to enhance the ability of U.S. Coast Guard emergency medical technicians (EMTs) to obtain the national certification required to effectively perform their duties. From 2007-2011, only 76 percent of graduates from the Coast Guard’s EMT course were able to pass the rigorous National Registry of Emergency Medical Technicians (NREMT) certification examination on their first attempt. In 2011, the Coast Guard Training Center Petaluma saw more than 15 percent of EMT students disenroll for failure to meet academic objectives and extensive negative Level 1 evaluation. Training Center Petaluma conducted an analysis in June 2011 to identify causes for the negative trending.
Simultaneously, the National Highway Traffic Safety Administration (NHTSA) introduced new national curriculum standards. As a result, Training Center Petaluma initiated a curriculum that both updated the course while addressing weaknesses. The course design used a blended learning strategy, with structured assignments and web-based lessons. Class consisted of small groups, instructor demonstrations, skill application, guided practice, and instructor feedback. The learning environment incorporated cameras, high-definition monitors, and advanced training tools.
As a result of these interventions Training Center Petaluma’s academic attrition fell to 2.9 percent, while NREMT exam first-time pass rates increased to 89 percent. Level 1 end-of-course surveys also showed a sharp increase in student satisfaction.
ISPI recognizes CAPT R. Erin Brogan, CDR Richard Molloy, Kathy Thore, LCDR Michael Reed, LCDR Matthew Chong, LCDR Vanessa Blackmore, Paul Robbins, HSCM Claudia Simpson, ASTCS Albert Amescua, CWO Timothy Estes, HSC Michael Anderson, HSC Damon Lawson, HS1 David Lemley, AST1 Marion Drobny, AST1 Curtis Rohrich, AST2 Jonathan Ptak, HS2 John Peck, BM2 Hernan Delacruz, of the U.S. Coast Guard; Arlene Sidelinger and Kim Jensen of Harkcon Inc.; and Theodore Brechbill and Mia Anderson of Lockheed Martin.
U.S. Coast Guard CPO Academy iPad EPSS
U.S. Coast Guard Leadership Development Center, U.S. Coast Guard Chief Petty Officer Academy, U.S. Coast Guard Training Center Petaluma, Harkcon Inc.
The Coast Guard’s motto is “Semper Paratus”–Always Ready. To keep its personnel always ready to respond to America’s emergencies, the Coast Guard places a strong emphasis on leadership skills across its entire workforce experience spectrum. One leadership training milestone is the Chief Petty Officer (CPO) Academy, a five-week course aimed at the Coast Guard equivalent of a mid-level manager. The CPO Academy implemented the CPO Academy iPad electronic performance support system (iCPO EPSS) to enhance student performance and ultimately contribute to the Coast Guard’s Semper Paratus status. The intervention is a mobile device deployment system consisting of Apple iPads preloaded with configuration profiles that enable private Wi-Fi network access and class email while enforcing device security restrictions, augmented by web pages containing class documents, calendar, and resources.
The iCPO EPSS provides an economical electronic alternative to paper-based instructional materials with considerable cost savings. In addition, it empowers and engages students with efficiency tools; provides real-time portable access to information at the point of need, with up-to-date schedules, instructional materials, documentation, research tools, and surveys; and streamlines class communications between instructors and students, and among students. The iCPO EPSS adheres to government security requirements and restrictions while supporting federal and Coast Guard “go green” and innovative technology directives and orders. Finally, the intervention provides a replicable model for other Coast Guard mobile learning initiatives.
ISPI recognizes CAPT Andrea Marcille and CDR Edward Beale of the U.S. Coast Guard Leadership Development Center; CAPT R. Erin Brogan, CDR Richard Molloy, ITC Blake Hadley, IT2 Anthony Portales, Shyla Volk, CPT, of the U.S. Coast Guard Training Center Petaluma; MCPO Edward Lewis, MCPO Robert Jeffries, SCPO James Malcolm, YN1 Leslie Espinosa of the U.S. Coast Guard CPO Academy; and Joe Volk of Harkcon Inc.
Reducing the Transfer Rate in the Provider Service Unit
Amerigroup Corporation, National Call Center
Amerigroup, a wholly owned subsidiary of Wellpoint Inc., is an insurance company in Virginia Beach, Virginia, that focuses on meeting the healthcare needs of financially vulnerable individuals. In June 2011, the leaders of the National Call Center indentified an undesirable transfer rate of provider calls to the Provider Service Unit. The Provider Service Unit is designed to handle providers’ claim inquiries and provide first call resolution for 10 different statewide markets. A project team was formed to analyze the problem and develop interventions to lower the transfer rate. The project team conducted an analysis and implemented a series of interventions to increase first call resolution by the Provider Service Unit. The interventions included changing associates’ job expectation so they expected to take calls from all markets, building tools to help associates answer questions from all markets, repositioning qualified associates so they took calls from providers, and training additional associates so they could answer questions from all markets. As a result, the transfer rate within the Provider Service Unit decreased 54 percent in six months.
ISPI recognizes Scott Weersing of Amerigroup; Maurice Pardo, Felicia Hill, and Ruby Pope of National Call Center.
Golden Eagle Project of China Merchants Bank
China Merchants Bank University
Golden Eagle Program is a five-month leadership development project for first-line and middle managers offered by China Merchants Bank University. The project focuses on performance enhancement and leadership development. Against the context of “second transformation” of China Merchants Bank, the project explores core talents bulk copying in big companies. The project applies blended learning, phased collective training mode, and comprehensive learning forms including traditional lecturing, action learning, management assessment, online learning, instructor guidance, and experience learning. By the end of 2011, 50.4 percent of trainees realized personal performance evaluation improvement, 68.6 percent of trainees realized performance improvement of teams under their leadership, and 60 percent of trainees realized position promotion. The project has realized both targets of performance improvement and leadership enhancement. Golden Eagle Program is an innovative solution for performance improvement and leadership reform, and it is also valuable for leadership development projects in other Chinese enterprises.
ISPI recognizes Luo Kaiwei, Li Xiaoxin, Wu Wei, Chen Fan, and Cheng Long of China Merchant Bank University