CAMS Phase III Final Training Strategy - 4 Training Program and Delivery Approach

[Training Program and Delivery Approach] [Optional Early T raining (Early February 2003 - June 2003]
[Classroom Training (Later March 2003 - July 2003)] [Self-Learning (Late March 2003 - October 2003)]
[Refresher Training/Advanced Portal Training (October/November 2003)]
[Post Implementation Training and Support (October 2003 - ongoing)]
[CAMS Self-Help Tools] [System Expert Program] [CAMS Customer Interaction Center (CIC)]
[Functional Experts (CAMS Implementation Support Team)] [Additional Post-Implementation Support Vehicles]
[CAMS Lab] [CAMS Phase III User Procedures] [Job Aids] [CAMS Website] [Continuing CPCS Refresher Training]

CAMS Phase III Final Training Strategy

4 Training Program and Delivery Approach

The CAMS Phase III training program is a 5-stage approach that builds upon input gathered from stakeholders and best practice training principles. The diagram below depicts the stages in the training program:

CAMS Phase III Training Program 5-Stage Approach

The table below depicts the target audiences and audience locations for each of the training stages.

*Stage*	*Target Audience*	*Audience Location*
§ Optional Early Training	§ DCFO Groups § SMAs § AOs	§ NIST- Gaithersburg § NIST – Washington, DC. § NIST - Boulder
§ Classroom Training	§ All Groups	§ NIST- Gaithersburg § NIST – Washington, DC. § NIST - Boulder
§ Self-Learning	§ All Groups	§ NIST- Gaithersburg § NIST – Washington, DC. § NIST - Boulder
§ Refresher Training/Advanced Portal Training	§ All Groups	§ NIST- Gaithersburg § NIST – Washington, DC. § NIST - Boulder
§ Post-Implementation Training and Support	§ All Groups	§ NIST- Gaithersburg § NIST – Washington, DC. § NIST - Boulder

4.1 Optional Early Training (Early February 2003 – June 2003)

The CAMS Lab will offer self-guided tutorials to those trainees interested in acquiring CAMS skills prior to CAMS Phase III classroom training. Topics for self-guided tutorials will include CAMS Navigation, Start of Year Processing (CM004), and each core CFS module. An evaluation tool will be developed to allow trainees who participate in this early training the option of “testing out” of the CAMS Navigation course given during classroom training.

Trainees will be encouraged to utilize the CAMS Lab prior to classroom training by practicing with the following CAMS resource materials:

Baseline test scripts
Existing job aids
User procedures
Program Management Plan (PMP)
“Basic CAMS” education materials

4.2 Classroom Training (May 2003 – August 2003)

Classroom training will be provided to all Phase III core CAMS end-users. Multiple training facilities will be used to conduct classroom training (e.g. CSC, NOAA, NIST training rooms). Training tracks will be developed to ensure that training is differentiated by role. A detailed illustration of the CAMS training tracks is found in Appendix B. Core classes such as Orientation and Navigation will be included in the training track for every role. Module specific training will then vary by role to ensure that trainees are taught only what they need to know to be able to do their jobs. All courses in a training track may not necessarily be conducted back to back. This will be further clarified when the final training schedule is created.

The following table summarizes the estimated length of time for classroom training for each module/course:

*Module/Course*	*Total Estimated* *Training Days*	*Time Frame*
§ Start of Year Processing (CM004)	§ 1/2	§ May 2003
§ *Accounts Payable Module	§ 5-7	§ July 2003
§ *Accounts Receivable	§ 4-5	§ June 2003 (FSG) § July 2003
§ *Reimbursables	§ 2 § 5	§ June 2003 (FSG) § July 2003
§ *General Ledger	§ 2	§ August 2003
§ *Budget Execution	§ 2	§ June 2003
§ Budget Operating Plans	§ 1/2	§ July 2003
§ *NFC Labor Module	§ 2	§ TBD
§ *CPCS	§ 1/4	§ July 2003
§ Orientation	§ 1/4	§ Varies
§ CAMS Navigation	§ 1 hour	§ Varies
§ Portal Reports	§ 1	§ July 2003
§ Advanced Portal (Optional)	§ 2	§ October 2003
§ Refresher	§ ½	§ October/November 2003
§ One-on-One Sessions with Functional Expert	§ ½	§ October/November 2003

The length of time for classroom training was derived via estimates from Functional Experts.

Trainees will work within a training instance of CAMS in each class. Classes will include repetition and hands-on practice to aid learning comprehension.. Before a new topic is introduced in each class, trainers will facilitate review discussions on previous topics. Comprehensive exercises and case studies will be utilized. At the start of each day, evaluations will be administered to review prior days’ material. Throughout each class, trainers will consistently ask probing review questions to facilitate learning retention.

Classes will also utilize employees’ input and incorporate best practice training principles in the following ways:

Positive reinforcement will be utilized by rewarding correct answers,
Training material will be directly applicable to individuals’ roles,
Hands-on exercises will be built into each class,
One-on-one coaching from trainers and System Experts will occur throughout each class whenever possible,
Multiple training methods will be incorporated into each class (e.g. lecture, games, independent reflection, performance tryout, group exercises, case studies) to account for varying learning styles,
Evaluations will be administered at the end of each class and results will be shared with Group Managers, and
Learning Comprehension Agreements, which trainees will review with their managers, will be developed at the end of classroom training in July 2003. Learning Comprehension Agreements are discussed in detail in the next section.

CPCS trainees are located throughout the United States. Individuals located in the Washington DC/Gaithersburg and Boulder areas will participate in half-day training sessions, which will be posted on a training calendar and on the CAMS Website. The strategy for delivering training to individuals at other locations is still being determined. Various options are being considered, including distance learning utilizing technology to enable trainees to participate in interactive training at their own computers, and/or development of a CBT.

Multiple novice Portal training sessions will be offered in July 2003. The novice classes will provide trainees with the ability to run and download standard reports.

4.3 Self-Learning (Late March 2003 – October 2003)

Given that classroom training for core CAMS and CPCS are being delivered at least three months prior to implementation at stakeholders’ request (due to heavy year-end workload), it was necessary to develop the self-learning program to ensure knowledge retention.

As part of this program, trainees will complete a Learning Comprehension Agreement (described in section five) in collaboration with the CAMS Implementation Team and their Managers.

The self-learning program will require trainees to complete hands-on exercises in the CAMS Lab. Exercises will be incorporated into CAMS Training Workbooks. From July until October 2003, it is recommended that DCFO Group Managers require trainees to spend three to five hours per month in the CAMS Lab completing the exercises in the CAMS Training Workbook. This will help to facilitate retention of knowledge upon the CAMS implementation. In addition, it is recommended that SMAs and AOs spend two to three hours per month in the CAMS Lab completing CAMS related exercises.

4.4 Refresher Training/Advanced Portal Training (October/November 2003)

CAMS refresher training sessions will be offered in October/November 2003 for both the NIST Gaithersburg and NIST Boulder personnel. Refresher training sessions will be developed based on evaluation results from classroom training, feedback from CAMS Lab staff, feedback from trainees’ throughout the self learning program, and feedback from liaison meetings. In these sessions, Functional Experts will review materials from the classroom training and answer individual questions. In addition, refresher training will also be provided on a one-on-one basis by System Experts, especially for CPCS.

One-on-one sessions with Functional Experts will be offered to DCFO Group Managers as an alternative to attending refresher training.

Multiple advanced Portal training sessions will be offered in October/November 2003. A calendar with training dates and times will be distributed to stakeholders and also posted on the CAMS website. The advanced classes will provide trainees with the ability to use the more complex querying and analysis tools (e.g. creating ad-hoc reports, performing financial analysis tasks) available within the Portal.

4.5 Post Implementation Training and Support (October 2003 – ongoing)

Performance support will be comprised of a four-tiered production support system, which is depicted in the diagram on the next page. In addition to the four-tiered support system, additional support vehicles will be available to users to assist in maintaining and enhancing their system knowledge.

Production Support Tier Structure and Flow for CAMS Phase III Implementation (Post-October 2003)

4.5.1    CAMS Self-Help Tools

The CAMS Implementation Team is in the process of developing a number of CAMS self-help tools to provide first tier support to Phase III stakeholders upon implementation. The tools will include, but not be limited to: Phase III User Procedures, Job Aids, and the CAMS Website. If after consulting these available resources end-users still need additional support, System Experts will be on-site to provide CAMS expertise.

4.5.2    System Expert Program

CAMS and CPCS System Experts will provide second tier production support by serving as coaches for their functional groups, answering questions, and resolving system-related issues on a daily basis. Issues that cannot be handled by System Experts will be referred to the CAMS Customer Interaction Center (CIC). System Experts will also work with the CIC by assisting with the identification and tracking of common user issues.

4.5.3    CAMS Customer Interaction Center (CIC)

The CAMS Customer Interaction Center (CIC) will provide third tier production support. All CAMS-related questions and production support issues that System Experts cannot answer independently will be directed to the CIC. Full time help desk resources will staff the CIC, with additional support provided by the Business Systems Division (BSD), the CAMS Implementation Support Team, the Information Technology Lab (ITL), and the CAMS Support Center (CSC) on an as-needed basis, depending on the issue(s) being addressed. For those issues that cannot be resolved by the System Experts, the CIC will offer a single point of contact for problem resolution. The CIC support team will record, track, and monitor CAMS issues, assign priorities, coordinate the escalation of technical support issues as warranted, log and track resolutions, and reply to the System Expert client with the resolution.

The CIC will be responsible for review of all issues and resolutions to ensure high quality response and customer service within the parameters established for timely and accurate delivery of service. The CIC will also assist with quality assurance reviews of CAMS user training and documentation. The CIC will utilize the Remedy Action Request System to log and track all production support issues. The data captured in Remedy will be utilized to perform trend analysis to identify potential future training needs.

4.5.4    Functional Experts (CAMS Implementation Support Team)

Functional Experts will provide fourth tier production support. Functional Experts are members of the CAMS Implementation Support Team who are experts in both government accounting practices as well as CAMS. Issues that the CIC is unable to resolve will be forwarded to the Functional Experts, who will then resolve the issues and return them to the CIC.

4.5.5    Additional Post-Implementation Support Vehicles

The following support vehicles will be utilized after the CAMS implementation.

4.5.5.1    CAMS Lab

The CAMS Lab will be utilized as both a practice lab for current CAMS users and as a training lab for new CAMS users after implementation. Additionally, the CIC staff plans to coordinate and develop refresher training as needed for CAMS Phase I, II, and III stakeholders.

4.5.5.2    CAMS Phase III User Procedures

The CAMS Implementation Team has developed user procedures for many of the daily tasks that are performed in CAMS. The purpose of these procedures is to provide users with a readily available set of step-by-step instructions for performing these tasks, and they reduce the need for production support.

The user procedures are maintained online, and are accessible through the CAMS Home Page. The online procedures currently include steps for performing many of the tasks associated with the Budget Execution, Accounts Payable, Accounts Receivable, General Ledger, and Cost Allocation modules. For a complete list of available user procedures, please go to http://www-i.nist.gov/admin/apps/camsos/index.html, then select CAMS Home Page, then click on the User Procedures link. Please note that there are currently no user procedures for any of the Graphical User Interface (GUI) modules. These will be developed as the GUI modules are rolled out.

The CAMS Phase III User Procedures will be periodically updated by the CIC as fixes/enhancements are made after the CAMS implementation.

4.5.5.3    Job Aids

It is envisioned that the CAMS Implementation Team will analyze and develop any appropriate job aids relevant to the CAMS implementation. The following are examples of job aids being considered for the Phase III Training Program:

Transaction Code List

CAMS Screen List

CAMS Implementation Team Contact List

4.5.5.4    CAMS Website

The CAMS website is a tool that is maintained by the CAMS Implementation Team. This website contains a wealth of CAMS-related information will be helpful for users upon implementation, including:

CAMS User Procedures

CAMS Frequently Asked Questions

Program Management Plan (PMP)

Basic CAMS/CFS Education materials

It is envisioned that the CAMS Customer Interaction Center (CIC) will add a section to the CAMS web page that addresses production support issues. Items proposed for inclusion in this section are a production-specific Frequently Asked Questions area to address specific user questions, a knowledge base where users can research their own questions based on issues that have already been resolved, and access for users to check the status of their open help tickets.

4.5.5.5    Continuing CPCS Refresher Training

It is recommended that CPCS Refresher Training courses be offered for new cardholders at least once per month for six months following the CAMS implementation. These courses will supplement assistance and training provided by CPCS System Experts.

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Date Created: February 5, 2003
Last Updated: June 25, 2003 (format only)