Ambition
bp’s Remediation Management (RM) group manages the soil, groundwater, and sediment liabilities at sites around the globe. RM relies on external suppliers for carrying out the site remediation activities. Employees and contractors leverage a digital application suite called Remediation Management Online (RMO) to manage these projects. The RMO application is mainly used in two cycles per year, in March and September. Users require significant process training during these peak periods, including training on new business processes.
The RM unit needed a training approach that was as agile as its RMO, and sought to pivot from static slide decks, costly expert-hosted videos, and time-intensive live training sessions to on-demand digital resources that could be easily maintained and deployed. RM anticipated that a new approach would reduce the time and cost of creating training materials, ensure that training materials remained up-to-date, improve the RM group’s efficiency, increase the accuracy of business process execution, and reduce the volume of helpdesk queries.
Further, RM recognized that its RMO application suite would continue to improve and evolve over time. A new training system could help future-proof RM by improving access to new training materials, boosting adoption, and promoting knowledge retention amid an increasingly rich application landscape.
Action
Building a state-of-the-art learning management system would ensure that RM staff and contractors had on-demand access to best practices and analytical tools, thus maximizing their efficiency while reducing operational costs and workflow errors. RM aimed to build the solution using WalkMe, a digital adoption platform embedded within the larger RMO platform.
Wipro’s Learning & Development team worked with bp’s RM group on a detailed needs analysis that examined business use cases and historical user concerns. After validating that WalkMe would support all of RM’s use cases, Wipro worked with internal stakeholders to prioritize the most critical use cases, then orchestrated and supported the new training platform’s deployment. Working with RM staff, Wipro created an efficient process to develop new digital self-serve content based on the growing number of new use cases identified by the business. In addition, Wipro liaised with the WalkMe technical support team to overcome technical challenges faced during the implementation.
Ambitions Realized
RM’s transformed training system enables staff and suppliers to immediately access all RM training materials within the RMO platform itself as questions arise during day-to-day operations. By avoiding time-intensive searches and helpdesk ticket processes, RM staff and suppliers now spend less time seeking support and more time engaging in actual remediation activity, while RM’s internal experts spend days — not weeks or months — preparing training materials and increasingly rare live sessions.
The new learning management application also helps RM staff (such as liability managers) overcome experience gaps (which can last 6 months or more) and extends regular training to suppliers by offering on-demand training modules that can be completed without costly interventions from bp’s RM unit.
A new “shout-out” function, meanwhile, allows organization-wide notifications to be delivered to all users directly in the RMO platform, ensuring that new updates are front-and-center as staff and suppliers engage in on-site remediation activities. In the case of a site functionality update or an outage related to software updates, a shout-out can immediately notify all users about real-time workarounds. This functionality has already supported crucial recent updates to the RM forecasting processes, and it will advance operational continuity moving forward.
Most importantly, this new approach to learning management will allow RM to rapidly and efficiently onboard additional apps/functionalities, increase user adoption, and drive robust business process compliance as it digitalizes and adapts to the industry-wide energy transition.
