The Customs and Excise Act, 1996, legislation that underpins the modus operandi for all New Zealand Customs' employees, underwent a complete overhaul in 2018. The new Customs and Excise Act 2018 introduced a variety of changes in global business and technological trends, flexibility for future-focused requirements and subtle shifts in customer service. Employees needed to be able to confidently perform their functions under the new legislation from the day the Act came into effect. This was a daunting prospect for an organisation that had operated within the same legal framework for 20 years.
The Customs and Excise Act 2018 was a major legislative change that affected New Zealand Customs’ 1200-strong workforce. Customs needed a learning campaign that would address the targeted needs of its operational staff while providing the flexibility and variety in learning options demanded by a widespread, shift-working and very busy workforce.
Inspire Group designed a cohesive and well-integrated learning campaign that was rolled out in the form of a ‘learning campaign’ integrated across three phases.
The overall desired result of the learning program was that staff should be confident they know and understand how to perform their new and changed functions and that Customs was able to operate under the new legislation effectively from day one. Qualitative feedback gathered from managers indicated they were happy with the level of staff confidence and preparedness. The reference-based approach (which did not saturate the learners with information) was successful and the learning portal resources enabled staff to continually refresh their knowledge and opened channels to obtain answers to any new questions that arose.
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