1. Learning and Development Best Practice Detail

2. 2 Answerthink Overview | June 30, 2003 2 Objectives and Expectations  Examine current process efficiency, effectiveness, and structure  Understand current gaps to best practices, and service delivery model considerations through examination of Hackett Best Practices  Begin the development of a best practices scorecard

3. 3 Answerthink Overview | June 30, 2003 3  Aligns with strategy  Reduces costs  Improves productivity  Promotes timely execution  Enables better decision making  Leverages existing and exploits emerging technologies  Ensures acceptable levels of control and risk management  Optimizes skills/capabilities of the organization  Promotes collaboration across the extended enterprise Hackett’s Best Practices are certified when there is a correlation with world- class performance metrics Best Practices Defined: A Hackett-Certified Practice is a proven technique that delivers measurable value

4. 4 Answerthink Overview | June 30, 2003 4 Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments A description of each Hackett best practice for this process A description of current utilization of this best practice Coverage High Widespread impact on the enterprise and/or significant value-add MediumImpacts multiple areas, value-add is significant but less relative to processes ranked as High LowImpacts a single area or has limited span of adoption throughout the enterprise Coverage High Widespread impact on the enterprise and/or significant value-add MediumImpacts multiple areas, value-add is significant but less relative to processes ranked as High LowImpacts a single area or has limited span of adoption throughout the enterprise Applicable YesAdoption of the best practice is in line with current/future business needs NoBest practice does not fit the current business needs Applicable YesAdoption of the best practice is in line with current/future business needs NoBest practice does not fit the current business needs Comments Statements pertaining to the technology enablement, policy enactment and other challenges and/or prerequisites associated with improving the utilization of the Best Practice Comments Statements pertaining to the technology enablement, policy enactment and other challenges and/or prerequisites associated with improving the utilization of the Best Practice No Usage Strong Usage Best Practice Scorecard

5. 5 Answerthink Overview | June 30, 2003 5 Best Practice Session

6. 6 Answerthink Overview | June 30, 2003 6 The management of learning and development opportunities to ensure that needed competencies and behaviors exist within the organization to meet current and future business objectives:  Develop and communicate a learning and development philosophy  Develop competencies to support and align with strategy, goals and key policies of the organization and the line of business  Identify, design, develop and deliver processes that identify individual and organizational competency gaps  Identify, design, develop and deliver learning solutions through the most effective mechanism  Define specific learning and development needs by relevant employee segment and job function  Offer employees a landscape of career opportunities and the appropriate learning paths  Provide employee access to the right learning at the right time  Encourage mentoring and coaching  Maintain repository of skill profiles and learning records  Measure learning effectiveness against business objectives Learning and Development Process Definition

7. 7 Answerthink Overview | June 30, 2003 7 Learning and Development Best Practices  Employee history is maintained on-line for the active workforce and all inactive records within the data retention guidelines.  Systematic analysis of required skills, competencies and behaviors for business roles is performed on a regular basis.  Employee development and training needs evaluation performed at least annually.  Training curricula are explicitly linked to workforce plans.  Employees can easily access and utilize detailed competency models in an electronic format to perform self-assessments, create individualized development plans and link to learning resources.  Pre-defined job and career criteria are established to guide employee selection of courses.  Job specific competencies and their corresponding training courses are defined.  License and certification requirements are tied to specific jobs.

8. 8 Answerthink Overview | June 30, 2003 8 Learning and Development Best Practices  Training catalog is centralized and maintained in a Learning Management System.  Training catalog consists of eLearning and traditional classroom training.  Employees have direct access to an online training catalog.  Employees attending external courses are required to conduct a training teach- back for their colleagues.  Courses required to maintain a license or certification are recorded in the learning management system.  Employees, management and HR are automatically notified in advance of pending license and certification expiration by the learning management system.  Employees place requests to attend courses online.  Employees are automatically enrolled into courses that do not require manager's approval.  Managers are electronically notified of all employee course requests and registrations; approvals are managed electronically.

9. 9 Answerthink Overview | June 30, 2003 9 Learning and Development Best Practices  Notification to line managers generated automatically for potential training courses for staff.  Employee training transcripts are maintained electronically in the LMS. Transcripts are automatically updated for requested classes, enrolled classes and completed courses.  Training history includes internal and external, classroom and eLearning courses.  Training data integrated with compensation administration and/or payroll systems for tuition reimbursement.  Training data integrated with compensation administration and/or payroll systems for salary adjustments.  Learning goals incorporated into employee bonus goals.  Employees have direct access to requirements for specific career paths and positions.  Personalized development plans clearly and strategically aligned with corporate mission, goals and objectives.

10. 10 Answerthink Overview | June 30, 2003 10 Learning and Development Best Practices  Third party training resources are shared across business units and/or regions to limit leverage negotiated and save costs.  Training program offerings are benchmarked against those of competitors and best practice companies.  Training effectiveness measured using a formal methodology or program such as Kirkpatrick's model.  The performance of external training providers is reviewed on a regular basis.  Key performance metrics are used to support the ROI of classroom, on-line training and mentoring programs.

11. 11 Answerthink Overview | June 30, 2003 11 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Employee history is maintained on-line for the active workforce and all inactive records within the data retention guidelines. The central LMS is not linked to the HRMS. Some departments keep separate records that may or may not also be in LMS. External training, licenses and certifications are not captured 100%. YesHigh CHRIS should get us where we need to be. Systematic analysis of required skills, competencies and behaviors for business roles is performed on a regular basis. This is not done. YesHigh CHRIS will provide the data but time will need to be allocated for the initial analysis and periodic reviews. Employee Development and Training needs evaluation performed at least annually. Evaluation is performed every other year (bi-annually). YesHigh Increase frequency to annual and automate using CHRIS. Training curricula are explicitly linked to workforce plans. There is some structure in place and some departments do this. YesMedium Begin analysis and linkage using CHRIS. May not be able to complete for 100% of jobs.

12. 12 Answerthink Overview | June 30, 2003 12 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Employees can easily access and utilize detailed competency models in an electronic format to perform self-assessments, create individualized development plans and link to learning resources. This is not available. Initiative begins on April 1, 2008. YesMedium Utilize CHRIS to best of its ability to achieve this. Significant work may be required to develop the linkages in the data (competency to job code and training course to job code). Pre-defined job and career criteria are established to guide employee selection of courses. Initiative will begin on April 1, 2008 to strongly encourage synchronization of employee development plans with curriculum. REACH philosophy being utilized. YesHigh Job specific competencies and their corresponding training courses are defined. No. YesHigh License and certification requirements are tied to specific jobs. Yes. YesHigh Would like to use CHRIS to notify employees and supervisors of upcoming expirations.

13. 13 Answerthink Overview | June 30, 2003 13 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Training catalog is centralized and maintained in a Learning Management System. Training catalog is provided via intranet but it is not integral to the LMS. YesLow Utilize CHRIS to be system of record for course catalog and serve information to portal. Training catalog consists of eLearning and traditional classroom training. There are no e-Learning courses at this time, but when there are they will be included. YesLow Employees have direct access to an online training catalog. Yes, through the intranet. YesLow Employees attending external courses are required to conduct a training teach-back for their colleagues. This is strongly encouraged but not mandatory. YesLow Change policy to make it mandatory and provide training in conducting a teach-back session.

14. 14 Answerthink Overview | June 30, 2003 14 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Courses required to maintain a license or certification are recorded in the learning management system. These courses are not recorded in the LMS but may be recorded by the departments in their own systems. YesHigh Record in CHRIS. Employees, management and HR are automatically notified in advance of pending license and certification expiration by the learning management system. This is not done. YesMedium Utilize CHRIS to calculate due dates and send reminders before the due date. Employees place online requests to attend courses. This is not done. YesMedium Utilize CHRIS to accept enrollments online. Employees are automatically enrolled into courses that do not require manager's approval. This is not done. NoMedium Most individual enrollments will require approval. Skill development series of courses may be approved at the series level not the individual course level.

15. 15 Answerthink Overview | June 30, 2003 15 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Managers are electronically notified of all employee course requests and registrations; approvals are managed electronically. Managers are not notified unless the participant can not be notified via e-mail. YesLow Utilize CHRIS to send notifications. Notification to line managers generated automatically for potential training courses for staff. This is not done. YesLow Utilize CHRIS to send notifications. Employee training transcripts are maintained electronically in the LMS. Transcripts are automatically updated for requested classes, enrolled classes and completed courses. Transcripts are maintained in the current LMS and are updated once the completed course information is entered. YesMedium Convert transcript data to CHRIS and have CHRIS maintain the data after conversion. Training history includes internal and external, classroom and eLearning courses. Training history includes internal courses. Departmental training history is maintained by the LMS only if the department reports it to CTDCE. There is no e-Learning but it will be included when it is available. YesMedium Convert transcript data from LMS and departments to CHRIS and have CHRIS maintain the data after conversion. Develop a process to ensure that departments and employees report departmental and external training.

16. 16 Answerthink Overview | June 30, 2003 16 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Training data integrated with compensation administration and/or payroll systems for tuition reimbursement. This is not done. YesLow Utilize CHRIS to integrate the data to the degree the organization needs it. Learning goals incorporated into employee bonus goals. There are no bonuses. No Employees have direct access to requirements for specific career paths and positions. The Civil Service System provides minimum qualifications (MQs) for classified positions. YesLow Provide employees access to this information in CHRIS. Personalized development plans clearly and strategically aligned with corporate mission, goals and objectives. Aligning personal development plans with strategic goals is highly encouraged, but may not be practiced by all. YesLow Increase the encouragement for employees to align personal development plans with strategic goals Automate the process where possible utilizing CHRIS.

17. 17 Answerthink Overview | June 30, 2003 17 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Third party training resources are shared across business units and/or regions to leverage negotiated and save costs. There is no formal process to do this. It may be happening informally. YesMedium Utilize CHRIS to store data about external vendors and allow all departments to access this data. Encourage departments to share external resources experiences. Training program offerings are benchmarked against those of competitors and best practice companies. Internet research used to compare CTDCE to over 150 city or municipal entities. Also compared CTDCE to other providers, e.g. The Ohio State University YesLow Utilize CHRIS to automate this wherever possible. Training effectiveness measured using a formal methodology or program such as Kirkpatrick's model. Phillip’s (Levels 1 – 5) model is used. YesMedium Utilize CHRIS to automate wherever possible. The performance of external training providers is reviewed on a regular basis. This is not done. YesLow Develop a process for evaluating external training providers and store data in CHRIS.

18. 18 Answerthink Overview | June 30, 2003 18 Learning and Development Best PracticeCurrent Practice Usage Now | Future End-State Vision Applicability | Coverage Comments Key performance metrics are used to support the ROI of classroom, on-line training and mentoring programs. This is being done. YesLow Utilize CHRIS to store data and automate process wherever possible.