About Project:

Citizens Makes Training More Effective With Blended Learning Strategy

Client Snapshot

Citizens is a not-for-profit, tax-exempt government corporation whose public purpose is to provide insurance protection to Florida property owners throughout the state. The corporation insures hundreds of thousands of homes, businesses and condominiums. Citizens provides policy services and underwriting, claims, and customer support.

Citizens manages over one million policies with a network of 8,500 agents and over 1,160 employees. In 2009, Citizens handled 42,479 claims and over 1,590,712 calls.

Key Points
  • Citizens needed an LMS to implement a blended learning strategy for the entire organization
  • With eSSential, Citizens was able to standardize employee training across multiple geographically dispersed office locations
  • Event management within the LMS simplified instructor-led training processes
  • Integrating the LMS with existing HR software enabled Citizens to streamline processes
  • eLogic Learning Solutions team helped Citizens leverage existing training materials to create 24/7 eLearning modules
  • Reports with the LMS ensure compliance with regulations and mitigate risk

The Challenge

Moving from ILT to a Blended Learning Strategy

Compliance and customer service are critical to the Citizens mission. The Citizens leadership team wanted to offer employee orientation, compliance and customer service training in a 24/7 eLearning format with consistent messaging and content throughout. The team also wanted to be able to manage instructor-led training events across their geographically dispersed office locations. Ultimately, the Citizens team wanted to combine both e-Learning and ILT in a singled blended learning solution for their organization.

“Citizens’ goal of making training 100% consistent across all its office locations led to the creation of a fully-optimized solution incorporating eLearning, instructor-led training and integration with outside HR software.”

The eLogic Solution

 Best of Breed LMS Implementation

Citizens chose the eSSential LMS because it was the best solution to manage the new blended learning initiatives and streamline the company’s HR processes. eLogic delivered a hosted LMS platform which was integrated with an automated feed from Citizen’s existing time and attendance software (Kronos). This automated feed managed employee hires, terminations, job classification changes and updates of other profile infomation without any human intervention.

Converting Dated Materials to Highly Engaging E-Learning

The LMS implementation also included converting training history from a variety of external systems and manual spreadsheets into a single transcript for each employee within the eSSential LMS. Citizens engaged the eLogic Learning Solutions team to convert existing training materials into eLearning courses as well.

The Results

Employees and Admins Have Everything They Need in One LMS

Citizens now offers 500+ eLearning courses on a wide range of relevant topics such as the Six Cardinal Rules of Customer Service, Sexual Harassment, Annual Ethics Attestation, Contracts, Communications Basics and more. Since launching eSSential in 2008, Citizens has managed over 1,200 instructor-led training events using the LMS. The blended learning approach has resulted in over 57,000 individual trainings delivered through eSSential.

Real-Time Compliance Management

Citizens also uses eSSential to deliver critical compliance training to their staff. With eSSential’s easy-to-use reporting features, the management team has up-to-date information on compliance needs across all their locations right at their fingertips.

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