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#CLOwebinar Sponsored by:
Speaker: Brian McGrath Director, Enterprise Learning & Development Blue Cross Blue Shield of North Carolina
Moderator: Sarah Sipek
Associate Editor Chief Learning Officer magazine
Learning’s in BLOOM – How On-Demand Video Learning’s Transforming Blue Cross Blue Shield of
North Carolina
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#CLOwebinar Sponsored by:
Sarah Sipek Associate Editor Chief Learning Officer magazine
Learning’s in BLOOM – How On-Demand Video Learning’s Transforming Blue Cross Blue Shield of
North Carolina
#CLOwebinar Sponsored by:
Brian McGrath
Director, Enterprise Learning & Development Blue Cross Blue Shield of North Carolina
Learning’s in BLOOM – How On-Demand Video Learning’s Transforming Blue Cross
Blue Shield of North Carolina
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Learning’s in BLOOM How On-Demand Video Learning is Transforming Blue Cross Blue Shield of North Carolina
Brian McGrath Director, Instructional Systems Enterprise Learning & Development
April 28, 2015
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Key Topics
• The case for video on-demand learning • Best practices of video implementation and
communication • Driving business outcomes by empowering
active learning by employees
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About Blue Cross Blue Shield of NC • An independent licensee of the Blue Cross and Blue Shield
Association
• Largest health insurer in NC with more than 4,800 employees
• Over 3.8 million members, including approximately 900,000 served on behalf of other Blue Plans
• Headquarters in Chapel Hill with major operations in Durham and Winston-Salem
• BCBSNC has served the people of North Carolina for more than 80 years
• BCBSNC supports community organizations, programs and events that promote good health
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Our core focus areas
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• Provides relevant, engaging and practical products and services through BlueUniversity, our one-stop shop for learning and development for BCBSNC
• Offers a wide range of courses, programs, certifications, and degrees • Employs the latest advances in adult learning and technology • Partners with best-in-class universities and service providers
Enterprise Learning & Development
Recent awards include: 2014 Learning Elite – Ranked #36 (CLO Magazine)
2014 Training Top 125 – Ranked #57 (Training Magazine)
2013 CLO Learning in Practice Award for Innovation –Gold
2013 CLO Learning in Practice Award for Technology – Bronze
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BCBSNC Perspective: Our Past
Learning at BCBSNC meant: • Attending a days-long or weeks-long
classroom event • Focusing on providing technical and process-
driven content
90% Instructor Led 10% Computer Based Training
(CBT) Highly Administrative
Insufficient Technology
• Content was not easily reused • No on-demand options and few self-paced
online courses
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Learning beyond the classroom Several factors necessitate that we minimize classroom instruction where possible: • Multiple and frequent changes to our products, tools, and processes • A workforce that now includes a significant number of remote employees • Increased demand on our workforce limits their availability for formal learning opportunities
• A need to reduce our administrative expenses, including training costs
For the majority of 21st century learners, online video is an integral part of
personal development.
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BCBSNC Perspective: Our Future • Most learning integrated into the learner’s work
environment, not a separate event
• Blended learning solutions that emphasize just-in-time learning, formal and informal
• Increasing on-demand availability of learning through use of mobile computing devices
• Being less of a content provider and more of a learning enabler through curation, community management, and supporting technologies
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Gartner: Video is a key tool
Recommendation: “Organizations concerning themselves with video projects should seek to address content management, workflow and security issues in addition to wide-area network optimization. Video should be recognized as a key tool for training, messaging and marketing and deserves concomitant investment.” 2
1 Gartner - Video Content Management: Inspired by YouTube, Powered by You 2 Gartner - "Predicts 2012: Plan for Cloud, Mobility and 'Big Content' in Your ECM Strategy” 3 Gartner – “Content in the Cloud
Clients tell Gartner that the amount of video in their organizations is increasing at rates varying from 50% to 200%, annually.1
"By 2016, large companies will stream more than 16 hours of video per worker per month” 2
“Portal, Content and Collaboration technologies are moving to the cloud” 3
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Introducing BLOOM Enterprise Learning and Development (EL&D) identified TED.com as a model of best practice for BLOOM (Blue Learning Opportunities On-demand Media), which provides relevant and timely content that is easily accessible anywhere while reducing time spent away from the job.
In addition to the various learning opportunities, BLOOM provides additional value as a means for innovation, communication, collaboration, mentoring, knowledge sharing, and recognition.
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Journey to BLOOM
• The journey started in connection with the business and IS
• Employed a phased approach with a controlled launch
• Worked out kinks through testing (and failing)
• Currently developing our corps of super users to moderate/champion BLOOM
• Begin user-generated content across workforce
• Encouraged and sometimes overwhelmed by the amount of interest
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Journey to BLOOM (illustrative chart)
BLOOM established as foundation for
on-demand learning
Phase 1: Proof of Concept Phase 2: Enterprise Launch Phase 3: Moderated User Content Phase 4: Ongoing Support
2012 2013 2014 2015+
Pilot approved
ISBA creates content
4600 unique visitors
User-generated content rollout
Infrastructure Milestone Utilization Milestone
Official BLOOM launch
1000+ plays in one day
Super User pilot begins
Test environment created 1000 videos
BLOOM surpasses 900 unique visitors
Single Sign On (SSO) complete
First live webcast
BLOOM soft launches
Forecast 1500 unique visitors
Governance policy drafted
Approved for enterprise rollout
User-generated content pilot begins
Super User rollout
Upgrade to MediaSpace v5
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Implementation Lessons Learned • Communicate often, and then some more • What is BLOOM? • Single Sign On (SSO) is important • Drive employees to the site • Encourage user-generated content earlier • Paradigm shift for operational business areas
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Implement and maintain an on-demand media management system which engages our employees in continued learning, encourages sharing of knowledge, and keeps the workforce informed.
In support of this strategy, BLOOM: • Provides an enhanced just-in-time learning experience using a categorized, tagged, and
searchable video knowledgebase • Encourages critical knowledge transfer and best practice sharing across the enterprise • Provides increased learning opportunities for a flexible workforce • Improves access to latest information on updates to our products, systems, and processes • Offers rapid access to specific knowledge from expert sources • Offers an engaging and fast approach for leaders to share insights
BLOOM Strategy
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• Simplify and decentralize the creation and sharing of knowledge using video
• Enhance employee productivity, with video knowledge
• Reduce costs and management overhead associated with siloed content and systems
• Extend ROI for video content
• Deliver effective, engaging and scalable corporate communications
• Train more employees, faster, more cost effectively and with better results
• Improve security and control
The value of BLOOM
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BLOOM uses
Leaders as teachers
Business acumen topics
System and tools how-to’s
Process walk-throughs
Best practice tips
Demonstrations
Mentoring
Expert knowledge
capture
“Day in the Life”
segments
Coaching/feedback sessions
Awareness building
Communication
Collaboration
Recognition
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BLOOM provides access to on-demand content that empowers our workforce to share knowledge via short informative videos, ranging from basic how-to’s to business acumen topics from our leaders.
Employee Recognition
Enterprise Learning Content
Executive Messaging
Employee Generated
Content
Corporate/ Community
Events
Content Sources Creation Tools
Webcam Capture
Screen Recording
Video/Audio Import
Mobile Capture
Centralized Video Platform Use-Cases
Empowering our workforce
Sales & Marketing
Knowledge Sharing & Collaboration
Corporate Communications
Learning & Development
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Business Outcomes
• Provide Sales with easy method to share and critique planned customer presentations • Offer ability for our internal experts to share details about our products in their own words • Increase opportunities to share examples of great customer service • Encourage employees to share ideas to better align innovation with market demand • Offer an engaging and fast approach for leaders to share insights into our market
Reduce Admin Costs
Grow Our Business
Prepare Our
People
• Encourage critical knowledge transfer and best practice sharing across the enterprise
• Provide increased learning opportunities for a flexible workforce
• Improve access to latest information on updates to our products, systems, and processes
• Increase workforce engagement • Offer rapid access to specific knowledge from
expert sources • Provide an enhanced just-in-time learning
experience using a categorized, tagged, and searchable video knowledgebase
• Reduce ramp-up time for new employees
• Improve individual productivity • Provide alternative to some live
formal training events • Reduce training-related travel costs
and time out-of-field
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Total number of videos: 1,009
Total video content: 105 hours
Total number of plays: 72,270
Average view time: 3:08 minutes
Total hours of viewing: 3,778
BLOOM stats: June 2013 - April 2015
Surprised by the fast adoption in our largest division
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