Brightwave and Ptarmigan roll out rail fares e-learning for ATOC

Just the ticket for front line staff

The Association of Train Operating Companies (ATOC) and Ptarmigan Transport Solutions, have selected Brightwave, the workplace communication, learning and performance specialists to design and deliver a new, national, e-learning programme for ticket office retail staff to communicate the simplicity of a new ticketing system for rail fares.

The programme, entitled "Fares Made Simple", is in the process of being rolled out across the UK via the internet and CD-Rom, by ATOC, following one of the biggest changes in ticketing in the last 30 years.

The aim of the new programme is to enable staff to offer customers the most appropriate ticket for their individual needs and circumstances and explains the new simplified fares and ticket structure. The modules, which focus on the background, the new ticket structure, and the implications to staff and customers, both leisure and business, take around 90 minutes to complete and are followed by an assessment to record level of knowledge and understanding.

"The new e-learning programme enables us to communicate with frontline staff at a national level both quickly and effectively to ensure that they are aware of changes taking place in May and September with fares simplification." said Mark Bryce, ATOC's Retail Support Manager.

The simple design and feel of the course has been aimed directly at the target audience who are primarily train company ticket office staff, a mixture of both male and female of all age ranges, who are computer literate but may not have used e-learning before. The course will be undertaken both at learner's desks and in training rooms and has been made available on the internet as well as by CD-Rom.

"As the UK's only specialist commercial training provider for the bus and rail industries, we are able to focus our years of expertise on ensuring we develop the right solutions for a very specific target audience, like we have with ATOC. We know that great business performance doesn't happen by accident, and for ATOC, Brightwave have helped us achieve this." explains Stuart Newing-Davis, Project Manager for Ptarmigan.

"Product and subject knowledge can be conveyed very effectively through e-learning. ATOC wanted to take a step forward in the design of the e-learning they provide the rail industry and with the targeted use of video and Brightwave's best practice instructional and interactive design, they have achieved that." said Lars Hyland, Director of Learning Services at Brightwave.

He concludes "This project for ATOC, along with our work with Openreach, supporting engineers' health and safety when working in rail environments, proves that we are able to apply e-learning as an effective training medium for a wide range of work environments and learners."

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