When the pandemic struck, putting an end to travel to member countries, a digital solution was paramount for both the UPU’s Development Cooperation Directorate (DCDEV) and members to remain on track with their capacity building objectives. The unit turned a challenge into an opportunity, boosting participation through innovative working methods.
As the end of the cycle approached, DCDEV required a
solution that would accommodate follow-up missions, closeout workshops and
seminars with the possibility for simultaneous interpretation, said Pooran
Parampath, Training Expert for the UPU, who led the implementation of an online
training solution.
Within four months, the UPU had researched online solutions used in other UN
agencies, selected the platform that could be implemented in the most regions
with the fewest technological requirements, piloted the product, and
implemented it, gaining two unexpected benefits: cost savings and greater
reach.
“This tool allowed us to adjust our training processes and to effectively
manage all sub-processes online,” he said, which included event creation,
participant management, interpreter management and session recordings.
This solution therefore enabled us to continue to provide training to our
members in a seamless manner irrespective of their physical location and the
language that they speak.”
Quick adaptations
There were several challenges to overcome with the transition to the new
process.
“In a face-to-face classroom environment, it is easier to have open discussion
through higher levels of active participation, less distractions and the
general comfort level compared to online modalities,” he said.
The UPU had to find ways to simulate these experiences and create an
environment online that promoted meaningful interaction and contribution.
“We had icebreakers and introductions, made full use of the chat feature,
breakout group discussions, as well as short coffee breaks,” Parampath said.
“Of course, we also enabled sharing of presentations, had dedicated Q&A
segments, and utilized short videos to break up the sessions and keep them
interesting.”
Still, the transition to the online platform wasn’t always easy. Some users
resisted, he said. But as with much of life affected by the pandemic,
participants adapted and, with feedback they provided, they helped to shape the
trainings into a more user-friendly experience.
For instance, when participants requested a multi-window view for speakers, it
was quickly prioritized, tested, and implemented, Parampath said.
“We were astonished at how quickly we were able to modify our internal
processes to ensure continuity of our training initiatives and in a manner that
did not adversely affect our project milestones,” he said.
Improved results
With programs moved online, the UPU completed more than 40 training activities
in Europe and CIS, Arab, Latin America and Africa regions, he said.
Not only were the missions and trainings completed, but more people were also
able to participate.
Since the only requirement for participation was access to a steady internet
connection, in many cases, training reached 20 to 60% more participants than
in-person interventions.
“Where previously we were able to provide fellowships to one or two
participants per country because of our budgetary constraints,” Parampath said.
“With this solution, entire work teams were able to attend and benefit with
minimal impact on the existing budget.”
For example, in 2018, the UPU was able to offer fellowships to 31 participants
for the closeout workshop of the UPU Operational Readiness for E-commerce Arab
program held onsite in Tunisia. In 2020, using the online platform, the
workshop accommodated 52 trainees, which was an increase of approximately 40%.
Similar results were seen in other regions, as well.
Additionally, the training solution allowed DCDEV to benefit from cost savings
and do more with its allocated budget.
“We were able to shorten the planning time for activities, as some
sub-processes were no longer needed,” Parampath said. “Overall, we saved money
and time while implementing our planned activities.”
This was evidenced in DCDEV’s Interregional Capacity Building Project for
Postal Security.
One KPI was to train 45 security personnel from designated operators (DOs), via
workshops and distance learning, to carry out security reviews within DOs in
their regions. In 2019 and early 2020, this was accomplished with both onsite
and distance modalities. Then, during the pandemic, it was able to continue
utilizing the online solution.
The achievement of this KPI then boosted the outcome achievements in other
KPIs, he said, namely by creating a pool of well-trained regional security
experts in Latin America and the Caribbean. This brought much-needed
self-sustainability to the security review process in these regions, he said.
It also boosted the achievement of pilot security audits from two to four in
the Latin America and Caribbean regions.
Lessons learned
Parampath said the process taught the team several valuable lessons should the
pandemic’s path allow for more in-person training.
“The first thing we have learnt is that no online solution will 100 per cent
replace face-to-face training,” Parampath emphasized. “Having said that, there
are lessons that we have learnt, and these can be taken forward in a hybrid
model for the benefit of our members: the importance of creating an enabling
online environment so that participants almost forget about the tools and feel
comfortable enough to interact and discuss as if they were face-to-face.”
Yet the online solution was invaluable. It allowed the UPU to continue to train
its members and to effectively sustain the momentum that it worked hard to
build before the pandemic.
“Without it,” he said, “all activities would have been halted, which would have
had negative implications for the beneficiary countries involved in different
capacity building projects.”
