Company: Istanbul Metropolitan Municipality, Istanbul, Turkey:
Nomination Category: Onboarding Team of the Year
Business Conditions & Business Needs
Call Center Academy(CCA) which is established at IMM 153 Call Center up to İstanbul Metropolitan Municipality established RİTMİST Orientation Certificate Program(ROCP) with the aim of improving service quality and giving better service to the citizen.
RitmIST is a synchronized training model that allows for polyphony. It is compatible from individuals to the public, from today to the future. With this training model, the aim is to support developments special to the skills of every employee and provide opportunities for progression in career paths.
IMM 153 employees, made up of 700 individuals who have learnt to keep the rhythm with the 7 billion people living on earth, aim at presenting the perfect service in harmony and accord to everyone whose path passes through Istanbul.
In this process, the personal and corporate development of the employee is ensured with regular feedback. ROCP organized for the top 20 people showing success provides serious gains in improving the performance of employees.
Design of Programme
The aim of constitution of ROCP is to provide added value to the employees, is to help to the employees to plan their own future and to be leaders or experts that aims to shape IBB’s future. Accordingly, headings we specified during constitution of design are;
-To develop a culture of continuous learning and research,
-To create the feeling of belonging,
-To ensure that team awareness becomes widespread,
-To make personal goals compatible with the common goals of the organization.
The constitution of this structure goes through these phases;
In line with the organization’s aims, strategies and activities related with workforce management and improvement are determined. In accordance with the created plans, work analyses are carried out according to the organization structure. With the outcomes of these work analyses, the determined job definitions are prepared, and workforce planning is created.
In this period, 20 people are taken to the ROCP which proceeds for 520 hours and employees that show leadership skills at the end of the education are promoted related to their competences and information equipment. It is aimed to increase the performance of those couldn’t promote.
In this process, the personal and corporate development of the employee is ensured with regular feedback. ROCP organized for the top 15-20 people showing success provides serious gains in improving the performance of employees. By reporting the results gained from this process to senior management, leaders and experts who will direct the future of IMM will be raised with relevant employees. As we serve as a public organization targeting citizen satisfaction, we do not seek profit.
After the education program which is made in institution, employee’s satisfaction survey showed that satisfaction rate of education increased by %8 compared to the rate before the program.
RitmIST creates a synchronized flow where various sounds exist together with the belief that different rhythmic sounds will add their kind of value to our organization. By this education, awareness of working with specialized personnel is provided. It is seemed that education is a well investment tool for a long term.
Development activities that involve learning through enjoyment that will continue throughout life and will keep pace of the rhythm of the employee, Istanbul, and the world are being realized. The bringing of the working molds and competencies of the employees of IMM 153,where call center work is carried out for Istanbul in a manner matching the rhythm of the world and is the place where the heart of Istanbul beats, to the highest level is targeted. It is observed that in the way of giving education by gamification become helpful for the adults to learn easily and permanently. Additionally, it’s observed that by experiential learning and with the help of RismIST Coach, participants perform their works more faster and effective.
Our future plans;
1. Popularize it all across of Municipalities of countrywide in next 3 years
2. Popularize it at public sector in next 5 years
1. Call Center Academy established at IBB 153 improved RİTMİST Stars Training Certificate Program with aim of improving service quality and giving better service to citizen.
2. RitmIST is a synchronized training model that allows for polyphony.
3. RITMIST Stars Management Trainee orientation program performed 520 hours and 20 employees were taken.
4. At the end of education,16% of employees got between 90-100,25% of them got between 80-90 and %59 of them got between 70-80 and completed program.
5. At the end of program, in first month it was realized that avarage performance is 75 points.
6. After education, pretesting and last test ratios increased by %8.
7. It was observed that RMT played an important role at remodeling the future of institution.
8. Our future plan is popularize program all across of Municipalities of countrywide in next 3 years and at public sector in next 5 years.