FBD’s ‘My Learning’ platform enables streamlined compliance administration and customised reporting

FBD, the largest Irish-owned insurer, has been safeguarding Irish consumers, farmers, and businesses for over 50 years, providing a comprehensive range of protection products. With more than 500,000 customers, FBD is one of Ireland’s leading insurance companies, offering car, home, van, business, and farm insurance.

The Challenge

As FBD is an insurance provider, its business and staff must comply with the Central Bank of Ireland’s Minimum Competency Code (MCC) to ensure they possess the required knowledge, skills, and competence to perform their roles effectively. The MCC sets out the minimum standards of competence that must be met by staff working in insurance, including training and continuous professional development (CPD) requirements for staff performing a ‘controlled function’.

Compliance with the MCC is mandatory and essential for insurance providers to operate in Ireland.

FBD acknowledges the crucial significance of guaranteeing adherence to the MCC. As a result, several years ago, they invested substantially in a personalised learning system to effectively monitor organisational training and continuous professional development (CPD) in line with the MCC for staff. However, after utilising the system for several years, it became intricate to manage and expensive to maintain.

Key challenges

• Find a less maintenance-intensive system to be more cost-effective without losing critical functionality.
• Enhance and simplify the user interface and experience for both learners and administrators.
• Improve reporting functionalities to ensure timely reports can be provided for MCC audits.
• Streamline compliance-specific and day-to-day training delivery.
• Enhance the user experience of tracking CPD.
• Improve access to CPD learning modules.
• Automate the delivery of quarterly mandatory compliance modules.
• Decrease the administrative workload for the learning team.
• Decrease dependence on external support.
• Integrate with the SuccessFactors HR system.
• Implement single sign-on experience.

The Solution

After conducting a competitive RFP process, FBD collaborated with Totara Partner Enovation to migrate their existing much-needed CPD functionality and reporting from their current LMS to the Totara Learn system in order to generate efficiencies by utilising existing Totara features and functionalities – clear win compared to custom solutions..

Summary of key project wins utilising Totara features and functionality.

HR Import Database integration – SuccessFactors Integration

• The HR import database integration with SuccessFactors has streamlined the data exchange between two systems, reducing data entry duplication and allowing for real-time updates to employee information, improving the data integrity of compliance reports which are regularly audited.

Customisable dashboards and HTML Blocks

• Thanks to Totara’s customisable dashboards and HTML blocks, Enovation’s bespoke compliance CPD plug-in and its vivid traffic light graphic illustrating CPD compliance were transformed into an engaging experience on the learner dashboard, offering a convenient and efficient gateway for staff in controlled functions to update and review their CPD records.

Custom course fields

• Custom fields at the course level captured CPD entitlement (in hours) for completed Totara courses were seamlessly integrated into the learners’ CPD dashboards, ensuring that their compliance records are always up to date. In return, FBD’s traffic light graphic will update from red (Off track), amber to green (on track).

• By utilising custom fields, it was possible to itemise specific technical areas that were mandatory for all individuals in controlled functions, ensuring that everyone was equipped with the necessary skills and knowledge.

Programs and certifications

• Previously, the administration of quarterly mandatory compliance modules was a manual process, but now, through the use of programs and certification functionality, combined with robust reporting these modules are managed more efficiently than ever. This approach and level of reporting allow people leaders to access accurate data and provide timely feedback on CPD compliance, improving overall compliance tracking.

Course catalogue and audience-based visibility.

• Strategically tagging content, adding custom fields to include further metadata, and enabling the ‘find learning’ catalogue greatly improved content discoverability.

• Audience-based visibility rules at the course level improved the browsing and visibility of relevant courses, enabling FBD to display CPD and compliance courses to the appropriate audiences, ultimately enhancing the overall learning experience of staff.

Report builder and custom report sources

• Totara’s report builder and sources were flexible enough to create or utilise as part of more specific compliance data, providing customised and timely reports that were easily editable.

Personalisation of the platform to enhance user experience.

• Enovation’s theme, alongside Totara’s personalisation features, provided an engaging and branded user experience, hugely enhancing the perception, usability and appeal of a new Learning Management System.

Totara Academy

• Becoming certified as a Totara Academy Site Administrator not only equipped the learning team with invaluable on-site expertise but also empowered them to adeptly handle staff members’ requests, bolstering the team’s confidence and resilience to new heights.

Implementation of single sign on

• Users can now log into Totara LMS by simply selecting a button on the ‘My learning’ login page. This has improved the user experience and increased engagement on the platform.

• Moreover, this implementation of SSO has increased the security of the platform.

Enovation strongly feels the performance of the custom CPD block and efficiencies to date owes much to Totara’s robust core features and functionality, which are the foundation of its overall success. The platform has automated non-value add activities and has offered an easy-to-manage system that streamlined administration, allowing the team to focus on more value-add activities. Furthermore, the Enovation custom CPD plug-in made it effortless for administrators and staff to manage CPD quotas to ensure compliance with the Central Bank of Ireland’s Minimum Competency Code (MCC).

To summarise, Enovation’s collaboration with FBD resulted in a remarkable achievement as they strategically utilised Totara’s off-the-shelf functionality to fulfil several requirements with no compromise on critical functionality, while simultaneously eliminating the need for customer development leading to significant efficiency savings right away.

Results

FBD’s migration to Totara LMS has proved to be a game-changer, with impressive returns on investment already being reaped by the learning team and the entire organisation.

Key results and benefits

• By transitioning from an expensive and maintenance-intensive system to a more cost-effective and low-maintenance one, FBD made significant cost savings..
• Real-time updates of employee data through the SuccessFactors integration with Totara import have significantly enhanced data integrity, ensuring that compliance reports pass audits without any doubt.
• The utilisation of the Totara program and certification features and accompanying reports resulted in an efficiency of savings both in time and cost as the solution has automating day to day and compliance-specific training and reporting across the organisation with little to no administrative oversight from the learning team.
• Enovation’s theme provided an engaging and branded user experience. Feedback from the wider business is that the theme has enhanced the usability and appeal of the platform. The enhanced user experience, improved reporting capabilities and the implementation of single-sign-on helped reduce the support cost of FBD’s LMS by 80%, freeing up time for the learning team to focus on value-add activities.
• The Totara Academy certification developed the ownership of on-site expertise. It decreased the dependency on external support from Enovation by fostering actual knowledge, skills, and resilience in the learning team.
• Improved compliance reporting capabilities delivered via a blend of Totara report builder reports and custom reports using data sources in Totara have led to substantial savings both in time and cost as the solution has streamlined the data gathering and analysis process, ultimately reducing the number of hours spent on generating reports.