The University for LloydsTSB has an ambitious agenda and vision: to use technologies to stimulate and support important changes in the learning and performance systems in the company. There are some remarkable visionaries among management at and supporting the contact centres. The company has learnt a great deal from its experience of e-learning to date and, in common with organisations of similar size in highly competitive markets, struggles with the organisational changes that technology can spotlight, enable and support in highly innovative ways. When asked how far they were in reaching their vision, the response from the leading driver of e-learning in the organisation reckons they are about 30% there. Continuing to learn the lessons from their experience, they know that the challenge is significant and that they are in very early days. They will continue to learn as they move forward in their integration planning realising that this is a long term, complex and organisation-wide search for effective solutions.
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