How we partnered with the world’s largest identity authority in capacity building of the entire ecosystem

Synopsis:

The program was about providing a universal identity to every Indian resident sufficing as
a proof of identity, address and date of birth within India. It was conceived with the idea of
reducing corruption and enabling mobility within the country.
There are multiple private stakeholders in the ecosystem. With numbers being huge, there
was a need to ensure a system of standardizing the processes of citizen interaction. We had
to come up with a learning solution that educates people at a Pan India level.

The Situation:

Our customer, the world’s largest identity authority, has a huge ecosystem of Private partners
across India who undertake different processes on their behalf. Some of these processes
include verification, authentication and deepening the usage of the identity to make life
easier for the citizens and allowing the government to plug any leakages in public spends.
The number of partners were huge and the employees from the partner side who were
involved in the rollout were in hundreds of thousands. Structured training was required
to ensure that the processes were delivered in a compliant and efficient manner. Over
time, product & process refreshers were needed to ensure that any process and/or protocol
changes were quickly transferred to the partners’ staff.

The Solution:

We initially created classroom training content in close collaboration with the customer, put
together a panel of master trainers, and undertook train the trainer sessions to develop
hundreds of cascade trainers nationally. These cascade trainers ended up training the staff
of the private partners of the entire ecosystem.
Over time, with increased availability of Internet bandwidth across the country, especially
rural India, and the availability of smart phones in the hands of partners staff, the client
decided to create self-paced digital modules. We have partnered with the client in this
digital journey too, by developing appropriate eLearning as well as mLearning Nuggets. To
help deploy this nationally and track learning completion, we also put together a Learning
Management System and an online dashboard based on open-source technologies, which
are hosted on the client’s servers.

The Impact:

Hundreds of thousands of staff across the partner ecosystem have been trained on the core
processes and their job roles. This would have resulted in reduction in number of errors while
processing requests as well as reducing the time taken to undertake process delivery and
help citizens across India derive the best value from the identity. Continuous updates along
with the availability of digital modules over PC or a smartphone will further help accelerate
the competence of partners’ staff to perform their role more efficiently