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January 5, 2009 |
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Training Plan
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1................... Introduction
2................... Roles and Responsibilities
1.1 Purpose and Scope
This Training Plan documents the required training and guidelines for SFpark pilot projects. It identifies the roles and responsibilities of the project members to ensure SFMTA implements SFpark smoothly.
Responsibility for the successful training of SFMTA staff is shared between the Contractor(s) and SFMTA. The Contractor(s) is ultimately responsible for ensuring SFMTA staff is fully trained to use and operate the newly deployed system. SFMTA regards effective training, supported by user documentation, as essential to the overall usage and understanding of the systems. Operational and technical training in both a classroom and hands-on setting is preferred.
2.1 SFMTA
SFMTA will participate in the review and approval of training plans and courses created by Contractor(s) that will include course material, training techniques, and critique/evaluation to evaluate training effectiveness.
SFMTA will provide training staff with a basic understanding of SFpark operations and/or the course discipline being taught for each respective course.
SFMTA will provide access to agency-owned assets and facilities where required to accomplish training.
2.2 Contractor
The Contractor will train and certify SFMTA operations staff and training team in the operation and maintenance of the new parking system and equipment, which will include testing to demonstrate competency. The Contractor will also provide all training materials and documentation such as manuals and videos. Wherever possible, production equipment (ie, actual equipment that will be used/operated) will be used to conduct training sessions to ensure instructional fidelity to the operational system, and sessions will be videotaped.
Development of the training program(s) including the review and approval cycles for supporting documentation will be part of the Project Schedule and will be complete prior to system transition. System transition is defined as the period in which responsibility for complete system operations transitions from the Contractor to SFMTA staff and/or their delegates.
Training programs will consist of both formal and on-the-job training. No training program will be conducted unless a formal training plan has been approved.
Demonstration/performance will be the preferred method of formal training which will be complete prior to deployment of any components or subsystems. Further the Contractor will provide oversight during rollout of the system until such time that SFMTA has determined that assigned staff members are proficient in all aspects of operation and maintenance.
All materials and course plans will become the property of SFMTA upon project completion to be used in support of an ongoing training program throughout the life of the system.
2.2.1 Training Plan
The Contractor will submit a training plan for approval by SFMTA that defines the specific training needed to qualify personnel in the operation, maintenance, and administration of the new parking system and equipment. The Contractor will also submit all training programs and courses necessary to train SFMTA personnel for review and approval by SFMTA.
The training plan will describe the management roles and responsibilities of all Contractor personnel assigned to manage and monitor the training programs, and the methods to be employed to establish effective communications between the Contractor and SFMTA to resolve training problems and notifications.
The training plan will include, with the description of the courses, an outline of the course delivery method, the course literature to be used (workbooks, handouts, sample tests) and vendor manuals that will be used for training. The instructor outlines to be used will be furnished for each subject of instruction. The outlines will include the general sequence of instruction, the materials and equipment to be used, the time required and the objectives to be accomplished.
The following sections provide a brief overview of a proposed approach to training. The outline and guidance is preliminary and subject to change as system requirements become better defined and solutions continue evolution.
3.1 Data Management Systems
3.1.1 Training Objective
The training courses will provide an overview of new and/or modifications to hardware/software management system(s) including, but not limited to, the San Francisco Parking Meter Management System (SFPM), SFpark data warehouse, Vendor Parking Meter Management Systems, Pay-By-Cell System and Sensor Systems. System functionality will be exercised during the training including, but not limited to, operation, administration, special supervisory functions, collection/audit tracking, and reporting which will be available via the appropriate user interfaces. An emphasis will be placed on equipment functionality and operation as well as the processing of parking transactions.
Training attendees will be educated to the extent that they can effectively administer; configure; manage maintenance and inventory needs of system devices; as well as determine if any system problem exists, regardless of equipment location. The software application(s) will be examined to the extent that appropriate personnel attending this course become proficient in using it.
Emphasis will be placed on new functionality such as interface and status of field devices (e.g., meters, sensors, etc.) enhanced audit capability and anticipated upgrades to enforcement capability.
3.1.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
3.1.3 Training Facilities
The Contractor will conduct the training at TBD location convenient to SFMTA and its staff. The equipment used for hands on will be configured to precisely simulate the operational system end-to-end.
3.1.4 Training Materials
The Contractor will provide a course outline to all training participants and supporting user guides.
3.1.5 Course Outline
A series of classroom sessions will be followed by practical hands-on training where supervisors and system operators can interact with the backend systems and field equipment.
Software
Operator/Supervisor
Login/Logout, starting the application
General operation and understanding of the application
Transaction processing
Vehicle sensor interface
Meter status interface
Garage interface
VMS interface and operation
Cash receipts
Revenue audit and processing
Non-revenue transactions
Special modes of operation
General operation and understanding of the collector reconciliation
Collector checkout overview
Parking attendant overview
Supervisor specific access levels
Troubleshooting
Variable pricing policies and procedures
Maintenance
Login/Logout, starting the application
General operation and understanding of the GUI
Work order management
On call schedule management
Equipment management
Inventory Management
Sensor Maintenance and Replacement
Available reports
Troubleshooting
Variable pricing policies and procedures
Enforcement
Login/Logout, starting the application
General operation and understanding of the application
Citation processing
Payment Processing
Evaluation (test)
Troubleshooting
Variable pricing policies and procedures
Reporting
Course summary and critique
3.2 Maintenance Support
3.2.1 Training Objective
The training course will provide an overview and detailed instruction on system repair including trouble shooting techniques, component repair and replacement, Preventive Maintenance (PM) and reporting procedures.
Moreover, those attending will be educated to the extent they can effectively manage maintenance and inventory needs of system devices, as well as determine if any system problems exist, regardless of equipment location.
Emphasis will be placed on new functionality such as interface and status of field devices (e.g., meters, sensors, etc.) enhanced maintenance capability and methods to increase overall system availability.
3.2.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
A demonstration/performance training approach will be followed where technicians will be required to successfully perform each maintenance task after receiving classroom instruction. The tasks to be performed will include troubleshooting, proper reporting procedures, PM, and failure trend tracking/analysis.
At the discretion of SFMTA, the SFMTA technical staff will participate, and possibly accomplish all installation of the new components to the greatest extent possible. Participation of this nature will greatly reduce the learning curve and lessen problems during the cutover transition.
3.2.3 Training Facilities
The Contractor will conduct the training at TBD location. The equipment used for hands on will be configured to precisely simulate the operational system end-to-end.
3.2.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants. Manufacturers provided maintenance manuals will be used as guidance wherever available.
3.2.5 Course Outline
A series of classroom sessions followed by practical hands-on training where technicians can interact with the backend and field equipment.
Technician
General operation and understanding of the system
Detailed list of parts including details list of the function and interoperability/dependency of said parts
Standard maintenance practices
Support equipment requirements
Component level repair (in-shop)
Component replacement (field-level)
Monitoring System Status
Troubleshooting
PM schedule and procedures
Reporting
Supply and parts inventory
Warranty provisions
Special modes of operation
Evaluation (test)
Variable pricing policies and procedures
Course summary and critique
3.3 Collection
3.3.1 Training Objective
The training course will provide an overview and detailed instruction on meter revenue collection and associated audit procedures.
Moreover, those attending will be educated to the extent they can effectively manage collection and inventory needs of system devices, as well as determine if any system problems exist, regardless of equipment location.
Emphasis will be placed on new functionality such as interface and status of field devices (e.g., meters, sensors, etc.) enhanced collection/audit capability and methods to increase overall system availability.
3.3.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
A demonstration/performance training approach will be followed where collectors will be required to successfully perform each task after receiving classroom instruction. The tasks to be performed will include component level audit and control interface, handheld/access control devices, functionality, collection procedures, and money transfer and control.
3.3.3 Training Facilities
The Contractor will conduct the training at TBD location. The equipment used for hands on will be configured to precisely simulate the operational system end-to-end.
3.3.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants.
3.3.5 Course Outline
A series of classroom sessions followed by practical hands-on training where supervisors and system operators can interact with the backend and field equipment.
Coin Collector
General operation and understanding of the system
Meter(s) description
Support equipment requirements (handheld/access control devices, vaults)
Access control and check out procedures
Component level access procedures
Data collection
Coin/cash collection
Transport and transfer procedures
General operation and understanding of the collector reconciliation
Evaluation (test)
Variable pricing policies and procedures
Course summary and critique
3.4 Parking Garage Attendant
3.4.1 Training Objective
The training course will provide an overview and detailed instruction on parking fee revenue collection and operation of the garage parking management subsystem to include associated audit procedures.
Moreover, those attending will be educated to the extent they can effectively manage collection and inventory needs of system devices, as well as determine if any system problems exist, regardless of equipment location.
Emphasis will be placed on new functionality such as interface and status of field devices enhanced collection/audit capability and methods to increase overall system availability.
3.4.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
A demonstration/performance training approach will be followed where attendants will be required to successfully perform each task after receiving classroom instruction. The tasks to be performed will include system access/operation, fee collection procedures, lane equipment control (gates, etc.) and money transfer and control.
3.4.3 Training Facilities
The Contractor will conduct the training at TBD location. The equipment used for hands on will be configured to precisely simulate the operational system end-to-end.
3.4.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants.
3.4.5 Course Outline
A series of classroom sessions followed by practical hands-on training where supervisors and system operators can interact with the backend and field equipment.
Attendant
General operation and understanding of the system
POS equipment description
Access control and check out procedures (Login/Logout)
Occupancy data calibration
Patron processing (fee collection procedures)
Data collection
Coin/cash collection
Credit card
Transport and transfer procedures
General operation and understanding of the reconciliation process
Variable pricing policies and procedures
Evaluation (test)
Course summary and critique
3.5 Enforcement
3.5.1 Training Objective
The training course will provide an overview and detailed instruction on the operation of enforcement equipment.
Moreover, those attending will be educated to the extent they can effectively operate system devices, as well as determine if any system problems exist, regardless of equipment location.
Emphasis will be placed on new functionality such as interface and status of field devices enhanced capability and methods to increase overall system availability.
3.5.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
A demonstration/performance training approach will be followed where enforcement officers will be required to successfully perform each task after receiving classroom instruction. The tasks to be performed will include operation of the handheld device and transfer of stored data to the appropriate interface.
3.5.3 Training Facilities
The Contractor will conduct the training at TBD location. The equipment used for hands on will be configured to precisely simulate the operational system end-to-end.
3.5.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants.
3.5.5 Course Outline
A series of classroom sessions followed by practical hands-on training which supervisors and system operators can interact with the backend and field equipment.
Enforcement Officer
General operation and understanding of the system
Equipment description
Access control and check out procedures (equipment assignment)
Patron processing (citation procedures)
Data entry
Issue procedures
Citation printing
Field repairs (e.g., battery replacement, re-booting)
Data transfer procedures
General operation and understanding of the citation process
Procedures for handling system failure (e.g. the handheld fails or the backend goes down)
Variable pricing policies and procedures
Evaluation (test)
Course summary and critique
3.6 Ambassadors
3.6.1 Training Objective
The training course will provide an overview and detailed instruction on the operation of the new parking meters. Attendees will be educated to the extent they can effectively operate system devices and correctly instruct others in the operation of said meters. As well, Ambassadors will be trained to provide rudimentary determination as to whether system problems exist, regardless of meter/vendor type.
Emphasis will be placed on new functionality such as interface operation and methods of electronic payment.
3.6.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions. One session will occur in a classroom and utilize the training material, and original equipment manufacturer’s operational instructions. The second will provide hands-on experience using production configuration installed equipment. Both sessions will be video recorded to support an ongoing training program.
A demonstration/performance training approach will be followed where Ambassadors will be required to successfully perform each task after receiving classroom instruction. The tasks to be performed will include operation of the new parking meters and, subsequently, demonstration/instruction of parking meter operation to others.
3.6.3 Training Facilities
The Contractor will conduct the training at TBD location. The equipment used for hands on will be configured to precisely simulate the operational parking meter system end-to-end.
3.6.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants.
3.6.5 Course Outline
A series of classroom sessions followed by practical hands-on training for Ambassadors to interact with each type of new parking meters.
General operation and understanding of the system
Equipment description
General operation and understanding of the parking process for each meter vendor
How to courteously instruct patrons in the use of the new meters
Strategies for diffusing tense situations / confrontations
Variable pricing policies and procedures
Message overview and steps for accurately communicating the SFpark brand to end users / patrons
Evaluation (test)
Course summary and critique
3.7 End User / Patron
3.7.1 Training Objective
The training will provide an overview and detailed instruction on the operation of the new parking meters. Attendees will be educated to the extent they can effectively operate system devices.
Emphasis will be placed on new functionality such as interface operation and methods of electronic payment.
3.7.2 Training Methodology
The Contractor or its subcontractors will develop the web-based training. The training will occur via the internet with instructional documents for viewing/download and demonstration videos.
3.7.3 Training Materials
The Contractor will provide online user guides, instructional documents and videos via the website to all training participants.
3.7.4 Video Outline
End user
General operation and understanding of SFpark
Equipment description
Variable pricing policies and procedures
General operation and understanding of the parking process for each meter vendor
Paying by coins
Paying by credit or debit card
Paying be SFMTA Parking Card
Paying by cell phone (if technically feasible)
3.8 Back-of-the-House Administration
3.8.1 Training Objective
The training course will provide an overview and detailed instruction on the financial reporting and internal control of the new parking meters. Attendees will be educated to the extent they need to be able to effectively monitor, account, control, and audit revenues from new parking meter systems.
3.8.2 Training Methodology
The Contractor or its subcontractors will conduct the training in at least two (2) sessions with relevant SFMTA Finance staff. One session will occur in a classroom and utilize the training material. The second will provide hands-on experience using financial data from the new systems. A demonstration/performance training approach will be followed where SFMTA Finance staff will be required to successfully perform each task after receiving classroom instruction (to the extent possible).
3.8.3 Training Facilities
The Contractor will conduct the training at the offices of SFMTA Finance, either in SFMTA conference rooms or staff offices.
3.8.4 Training Materials
The Contractor will provide a course outline and supporting user guides to all training participants.
Training described above will be scheduled to ensure that sufficient staff is qualified to operate and maintain the system prior to acceptance testing of any subsystems. This will serve to ensure that SFMTA staff assigned to operate the new system will be able to participate in the test effort and contribute from a position of knowledge. It will also contribute to the goal of a seamless transition for the SFMTA patrons.
SFMTA will require that all assigned staff be fully trained prior to completion of acceptance testing to ensue all staff members are fully qualified prior to final deployment of the system. The Master Project Schedule will be used as a management tool to ensure all training tasks are accomplished in a timely manner.