VIEWS Salesforce Development Case Study
The Department of Veterans Affairs (VA) is implementing the Salesforce platform to provide a highly effective and consistent method of communication between members of the armed forces, their families, members of Congress, state officials and local officials. The implementation is applied to a variety of focused workstreams, including Congressional Letters, White House VA Hotline, Case Mail, Investigations & Audits, Core Components, General Counsel Laws, and more. With concurrent workstreams being created in an Agile software development environment, LSI is faced with the challenge of providing VA with up-to-date, relevant, role-based training that keeps pace with the software development phases on numerous concurrent workstreams.
LSI designed, and is currently developing and implementing, multi-modal training for the highly customizable Salesforce platform. By applying LSI’s proprietary Evolutionary Content Development (ECDô) framework, LSI is able to marry the traditional ADDIE (Analysis, Design, Development, Implementation, Evaluation) model with an Agile software development lifecycle, enabling us to provide instructionally sound training that maintains the pace of the aggressive, dynamic software development schedule. Using ECDô, LSI provides VA with enduring, user-centric training materials at a rapid speed. The training is targeted and tailored to meet the needs of VA and numerous user groups.
LSI provided Virtual Instructor-Led Training (VILT) with participant guides, Quick Reference Guides, and Video Tutorials to prepare VA trainers to deliver end-user courses for White House Hotline. Training included thorough coverage of course content, presentation skills, classroom management and time management, strategies to assist training-resistant learners, and What’s In It For Me (WIIFM) messaging and themes to incorporate into delivery.
LSI continues to develop and deliver a role-based, modular VILT for VA end users from numerous workstreams. The training focuses on core system functionalities with hands-on practice exercises tailored to provide each end user group with specific scenarios based on their individual roles and their specific application of the platform.
VA trainers; 1500+ end users
representing 40+ roles from 7+ work streams
LSI is currently creating and updating highly customized training for seven (7) separate business lines/workstreams, each of which have up to nine (9) software releases. Volume is projected to grow up to twenty (20) workstreams, each representing different functionality and use by a variety of employees who have different roles and responsibilities. LSI applies our ECDô methodology to address the dynamic training needs of Agile-based software development projects, which allows us to produce as-needed training for each release phase.
ECD™ culminates in a comprehensive and integrated curriculum package. It enables stakeholders to see how the project is evolving and provides VA with essential early feedback to help validate the workflow, use cases, usability, and overall functionality. In this way, ECD™ decreases costly rework and schedule delays.
“The [VIEWS] system is right in Salesforce’s wheelhouse: tracking people, cases, and keeping everyone in the loop. With approximately 1,500 users, it’s exciting to see the agency taking advantage of this centralized system that will be streamlining work and increasing service levels for years to come. The VIEWS system is also the flagship Salesforce application for the agency and has set a high standard for other projects to follow suit now that success is demonstrated at the highest levels of visibility and criticality. The team is doing great work in this space, and we’re excited to continue supporting them as they move forward.”
“This is a huge accomplishment! I want to convey my sincerest appreciation to the training team in making all the magic happen. This is a really big deal, as VIEWS is one of VA’s biggest success stories!”
“This has been a difficult project to execute, but the LSI resources have performed at a very high level. I have been very happy with their performance.”
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[LSI will provide]