STORIES | City of Vancouver
Confident Shift to Modern Systems
The Challenge
The City of Vancouver serves over 650,000 residents with permits and licenses. It was replacing a 20-year-old system while also implementing online applications for the general public.
The City was facing public scrutiny over the wait time to receive permits, so the project needed to deliver on the City's promise that a new system and business processes would decrease the wait time.
What We Did
We met the impacted business teams early in the project to learn the details of their work and permit process. We worked closely with subject matter experts through all phases of training planning and design to create a plan to support the complexity of their work during implementation and through sustainment.
Our Approach
eLearning + Instructor-Led
eLearning for all staff and role-based instructor-led training.
Quick References
Quick reference materials for on-the-job support.
In-Person Support
Dedicated in-person support for public-facing roles.
Example of Our Work
City of Vancouver
>Responsive Forms Tutorial
Tool | Articulate Storyline 2
Problem | Non-native English speakers struggled with complex permit forms.
Solution | A visual eLearning guide that adapts in real time based on user input—showing only the instructions that apply to them. Designed to be followed while completing the real form.
The Results
By Go-Live, all of the customer-facing staff had hands-on practice in the new system with instructor support. They embraced the improvements in the new process and system and continued to work closely with trainers after Go-Live to find solutions to ongoing issues.
Key Outcomes
Faster Transition
A faster-than-expected transition.
Confident Staff
Staff feeling supported and more confident.
No Service Disruption
No major disruption to services.
Client Testimonial
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