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BUPA Health Insurance to launch major blended learning programme to support business transformation

Brightwave to support roll out of new strategic IT system.

Brightwave, the workplace communications, learning and performance specialist, has deepened its partnership with BUPA, the UK's leading health insurer, to support Phase 2 of their business transformation programme. This follows the successful implementation in 2006 of a blended communications and learning campaign for the initial launch of a new IT system and the accompanying business processes. The new training solution, to be rolled out during 2007, covers the majority of BUPA’s 2,500 UK Health Insurance employees and will play a key role in maintaining a smooth transition to new working practices.

"Implementing a systems change of this size and complexity involves many aspects of strategic planning. One of the main challenges we face is ensuring our employees have the confidence to adapt to the new system and working practices, in the most efficient way possible, while maintaining the usual high standards of service our 3 million customers expect from us," said Clare Shell, e-Learning Manager, BUPA UK Health Insurance.

"Working with Brightwave over the last three years has shaped our use of e- and blended learning within our business. With projects of this scale, close collaboration and flexibility when working with external specialists is vital. Brightwave’s experience of managing large projects, innovative learning design and efficient production methodology means we can be assured of delivering an effective learning experience to our people.”

The change management programme will be used to train employees on the new system and incorporate new business processes and product information. Brightwave will make use of a wide range of e-learning approaches including animated communications, tutorials, business process maps and key screen explorers as well as realistic systems simulations and assessments that enable employees to feel confident when they transfer to the live system.

"Brightwave is proud to have played such a key role in this strategic project" says Virginia Barder, Director of Projects for Brightwave. "One of the exciting things about this second phase is that we have been able to improve our approach following the evaluation of our earlier work with BUPA."

The evaluation results from the initial phase highlighted that there was a positive response to the "Show Me/Try It" simulation approach. Almost two thirds of employees said that it had increased their confidence in using the new system and 61% agreed it was a supportive method of learning.

"From these results we were able to develop the course design and update the delivery of the courseware in a way that will be more beneficial to BUPA employees." added Virginia. "The programme will be developed to keep in line with the live system functionality and the training will be covering a greater job role variation making the training more applicable to individual employees."

"In today’s increasingly competitive marketplace, organisations in all sectors are having to become more responsive, more innovative, and more focused on customer service. This increases the importance of learning and development within those organisations to ensure staff stay competent, motivated and productive as change becomes the new norm." said Lars Hyland, Brightwave's Director of Learning Services.

He explains: "E-learning and blended design are essential components of meeting these challenges going forward. I see the highly successful collaborative relationship between Brightwave and BUPA Health Insurance’s Learning and Development team as an exemplar of the way large scale learning solutions are designed and implemented in the future - bringing communications, learning and performance support activities closer together.”

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