IOCORE implements TopClass e-learning solution at Liberty

Liberty`s four-year journey with e-learning has been an education in itself. The sales and accreditation departments, its intermediary force and e-learning service provider IOCORE, have learnt many valuable lessons along the way.

In 1999, Liberty`s sales development and accreditation department identified the need for an enhanced approach to training its Intermediary force working in different parts of the country. The key motivators included time and cost saving logistics, changes to legislation, the need to accredit all intermediaries and to provide dynamic content at a world-class standard.

Liberty`s sales development and accreditation department needed to find a smarter way of working and did the necessary research to find the most effective e-learning solution.

With IOCORE`s skills, advice and implementation assistance, the TopClass Learning Management System (LMS) was implemented. Using TopClass and Liberty`s @liberty to learn Web site, a combination of paper-based and online learning is offered - a blended approach for the self-directed learner.

"We saw the monthly average for a new recruit go from one policy sold to three," says Natascha Baker, Development Consultant with Liberty`s Sales Development and Accreditation Division. "Self-directed learning is certainly the way to go, but interaction with mentors and fellow learners is also necessary. This process is further enhanced by using the virtual classroom tool, Centra."

Liberty is currently running the core LCMS (Learner Content Management System) that allows for the creation, deployment and management of course content and online exams. In addition to the core, Liberty is also utilising the competency module. This component allows for the allocation of competencies to a user and assists in terms of the FAIS Bill and the Skills Levy reports.

Sales Development and Accreditation first implemented e-learning and TopClass to a small user group - the Agency Initial Training Programme. The programme allowed the student to self-study the content, attend consolidation workshops and start selling much sooner.

"Change management became a critical factor during this process," says Baker. "The majority of these students had not been exposed to self-study or any Web-based content prior to the commencement of this course."

The content for this course was designed in-house and deployed to this user group using TopClass` mobile facility.

The second implementation was the introduction of online product exams to the whole Intermediary Force. According to Baker, the TopClass LCMS tool is extremely effective for the creation, deployment and managing of the online exams.

"In line with a blended approach, Liberty still offers both the paper-based and online examinations, but the online exams are increasing in popularity. The online exam allows the outlying Intermediary the flexibility of writing the exam from the comfort of their own office, at a time that suits them. The marking is automated and results are generated almost immediately."

According to Baker, one of Liberty`s biggest lessons was the discovery that a blended learning path needed to be incorporated into all courses.

"Our practice is to ensure that all content has a direct correlation with its accreditation exam and that the blend is not duplicated in any form, ie online content will not appear in a paper format thus ensuring that the student uses the blend of content provided.

"Our experience shows that the level of questions received at a workshop post a self study course are more application-based and at a more advanced level.

"Ongoing interaction and feedback between learners and the sales development and accreditation department ensures that learner requirements constantly drive development."

User support and mentorship have become key areas of focus for all e-learning initiatives.

The relationship that Liberty has with IOCORE is mutually beneficial:

"Liberty`s relationship with IOCORE is such that we can go to them at any time and request a change or enhancement to the system," says Baker.

Says Rob Pfau from IOCORE e-Learning: "The fact that we are solution-focused, rather than product focused, means that changes to the system can be driven by the users. We stay very tuned in to their particular environment and, in consultation with the Sales Development and Accreditation Division, do our best to anticipate their needs and make the necessary adaptations."

"As one of the first South African companies to implement e-learning, Liberty receives numerous questions about their pitfalls and successes," says Baker. "As an ongoing service to the development of e-learning in SA, Liberty is constantly assisting other corporates through this process.

"Liberty will continue to provide the best, most effective e-learning solution while enabling its users to do what they do best - sell, sell, sell!"

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