Home  >  About Us  >  Case Studies  >  Camelot - Multi media computer based training programme

Camelot - Multi media computer based training programme

Client Background

The successful launch of the National Lottery relied on the competence of the first 10,000 retailers across the UK involved in selling tickets, they needed to be well-trained and knowledgeable: able to explain and sell the Lottery to the public.

A comprehensive training programme was required in order to ensure that all retailers understood every element of the Lottery and were able to use the technology installed in their premises. As a member of the National Lottery Commission, Camelot must adhere to a strict code it is therefore imperative that Camelot can demonstrate that full retailer training has been completed.

The training sessions needed to be:

• Conducted at venues around the UK, meeting Camelot's requirement that no retailer should travel further that 15 miles or for 30 minutes, ensuring that even retailers based in the depths of the countryside could attend a convenient training session
• Delivered in 6 different languages; English, Welsh, Urdu, Gujerati, Punjabi and Hindi

KnowledgePool's Approach

KnowledgePool was awarded the training contract by Camelot in the summer of 1994 and following the initial consultation period, a comprehensive training programme was devised to be rolled out to all National Lottery retailers.

Due to the immediacy of the launch, the prototype was turned into the full training programme within 3 months with a roll-out of just six weeks. In addition to the training programme, KnowledgePool was also commission to manage the entire administration of the training process.

Joy Nicol, retailer training manager at Camelot comments, "We were facing incredible deadlines and simply weren't up to the task of the administration for the courses at this stage. KnowledgePool was able to run this smoothly during the training process."

"KnowledgePool won the bid for the project as they not only showed that they fully understood our training needs but also demonstrated their multi-media pedigree." Joy Nicol- Retailer Training Manager at Camelot

In 1999, it became apparent that Camelot's training requirements had evolved and extended. The number of retailers to be trained had grown, as well as new ticketing facilities and additions to the Lottery's range of products. Due to the differing strengths and experience of the Camelot trainers they seemed to focus on certain areas of the training programme and Camelot had no guarantees that all areas of the programme were being covered.

Joy comments, "Building on the foundations of KnowledgePool's launch training programme, we had created a good basis for educating our retailers. However, over time it was becoming clear that additional training needed to be introduced. What's more, we realised that the training had grown from half a day to a full day, and quite frankly most of our retailers have been up since dawn doing the papers and attending training was just too much. This created a need for a more structured, standardised training solution."

Camelot then commissioned KnowledgePool to design and develop a multimedia computer based training programme (CBT) for the ongoing training of retailers. The CBT method provides a flexible solution that is particularly useful for refresher training or training needed at short notice. Joy comments, "KnowledgePool won the bid for the project as they not only showed that they fully understood our training needs but also demonstrated their multi-media pedigree. Other companies had shown they could make the training package look fantastic but hadn't really thought about the training."

A typical training session consists of hands-on experience and interactivity with the Camelot trainer. Alternatively a CBT training programme can be used, allowing a retailer to go through the training, with the support of a Camelot trainer, at a pace that suits them.

Client Benefits

KnowledgePool worked closely with Camelot to ensure that the course was both all-encompassing and easy to follow. The latest CBT programme gives Camelot's retailers the opportunity to train with a system that has the look and feel of the Lottery equipment and the touch-screen compatible programme enables retailers to be trained in realistic conditions.

One of the challenges that CBT has helped Camelot to tackle is language difficulties, as English is not the first language for a significant proportion of retailers. By using CBT, the use of images, clear English language and a reproduction of the look and feel of the terminal, retailers can control the pace, and therefore the level of understanding, of the training.

The flexibility of the CBT programme provides a cost-effective method for Camelot to update the training programme as and when required. This will enable the company to continue to train its retailers as each new module is introduced to the National Lottery game portfolio.