Case Study Toronto Airport

Name of the company for which the work was performed:
Toronto Pearson Airport

Project title:
Provision of Comprehensive Learning Management Solutions

Contact person's name, title and e-mail address:
Shilpa Williams - LMS Specialist - shilpa.williams@gtaa.com

Start and completion date:
July 2023 - Ongoing

Scope, relevance and scale of contract delivered

Scope

Toronto Pearson Airport, recognized as one of the largest and busiest airports in North America, embarked on a groundbreaking journey to revolutionise its learning management system (LMS) in collaboration with Open eLMS. This partnership was aimed at addressing the fragmented nature of the airport's learning ecosystem, which was previously scattered across multiple platforms, including various systems for online learning, booking workshops, managing emails, content delivery, compliance, and reporting.

Challenge

Before the intervention, the airport's learning and development strategy was marred by complexity and inefficiency, with staff and management navigating through a cumbersome array of systems to access learning materials, book training, and manage compliance. This not only hampered the user experience but also affected the overall efficacy of the learning process.

Solution

Open eLMS provided a comprehensive overhaul of the airport's LMS, introducing a single, unified platform that transformed how learning is accessed, experienced, and managed. This solution marked the first phase of a multi-tiered strategy to rejuvenate the airport's approach to learning and development.

Key Features of the Open eLMS Solution:

• Unified Learning Interface: A modern, fresh learner interface that consolidates all learning content, booking for training, and feedback mechanisms in one place.
• System Integration: Seamlessly synced with essential internal systems such as MYHR, Outlook and Power BI, significantly simplifying the reporting processes and ensuring real-time data flow.
• Comprehensive Learning Catalogue: An extensive catalogue of learning content designed to support the developmental needs of the airport's diverse workforce.
• Feedback and Compliance Tracking: An intuitive feedback system alongside robust compliance tracking capabilities ensured that the LMS not only met but exceeded the regulatory and organisational learning requirements.

Impact

The implementation of Open eLMS at Toronto Pearson Airport has been met with unprecedented positive feedback, setting a new benchmark for LMS integration within large, complex organisations. Users praised the system's multifunctionality and its transformative impact on workplace learning and compliance tracking. The convenience of having a single access point for all learning-related activities was highlighted as a game-changer.

Ability to deliver in line with the specification

The collaboration between Toronto Pearson Airport and Open eLMS epitomises the potential of modern LMS solutions to unify and enhance learning experiences in complex organisational environments. The success of this project not only demonstrates the capabilities of Open eLMS but also sets a precedent for the future of learning management systems in large-scale operations. While the majority of LMS providers talk a good game, Open eLMS demonstrably walks the walk when it comes to implementing a learning system that truly transforms the culture of how people can learn in highly complex environments. As Toronto Pearson Airport continues to expand its LMS capabilities with the upcoming introduction of Open eLMS AI and the extension to contractors, it paves the way for a new standard in organisational learning and development, where the focus is not just on compliance and content delivery but on fostering a culture of continuous improvement and engagement.

Reporting

One of the standout features of Open eLMS, particularly evident in its deployment at Toronto Pearson Airport, is the capability for customised reporting. This functionality has revolutionised the way the airport manages and utilises data, providing comprehensive insights that drive informed decision-making and strategic planning.

Ability to deliver in line with the agreed outcomes

Open eLMS delivered the customisations during the 9 months development cycle and within the agreed launch date. The delivered product met all stipulations by the client in the RTM and was delivered on time for a successful launch. The system met expectations against a number of metrics covering performance, usability and accessibility.

Performance

Performance measures look at the time it takes to respond to requests, such as loading a page or completing an action. During the reporting period, the LMS had an average response time of 2 seconds, indicating that the system was able to respond quickly and efficiently to user requests.

These responses are separated into different tests under different loading conditions, metrics were provided by PageSpeed Insights:

The Performance score is a weighted average of the metric scores. Naturally, more heavily weighted metrics have a bigger effect on your overall Performance score. The data used for this test is the standard test data consisting of 1870 users, 15,660 learning records.

The metrics scores and the perf score are coloured according to these ranges:

• 0 to 49 (red): Poor
• 50 to 89 (orange): Needs Improvement
• 90 to 100 (green): Good

To provide a good user experience, sites should strive to have a good score (90-100). All metrics for the Desktop are in the ‘green zone’ – above 90 – and meet this level. Mobile optimization is – as expected – below the desktop score but is in the orange zone, indicating adequate performance which needs improvement.

Open eLMS SaaS application optimises for mobile use of end users for viewing the eLearning content only. Open eLMS is not optimised for performing administrative tasks on mobile devices.

Usability

This metric measures the ease of use of the LMS, including the user interface and navigation, as well as the accessibility of learning materials for users with different abilities.

Accessibility

Accessibility i.e., W3C is a core ergonomics principle Open eLMS adheres to an internal accessibility audit and is supplied in line with these principles using the Axe accessibility checker. The audit is biannual and addresses any issues concerning WCAG 2.1 at conformance level AA.

Overall performance against KPI or service levels during operation

Open eLMS delivers its KPIs under the supplied Quality Level Metrics document which specifies the service levels against which it will maintain and operate the Open eLMS system. These metrics have been tracked since March 2024 and are available via a Power BI dashboard.

Accuracy of information and service provided

The server was up 100% of the time, above the 99.99% SLA level required for the contract.

Communication with stakeholders

Open eLMS has weekly catch up meetings with Toronto Pearson, as the client has continually added functionality to the system, this has been a necessary part of the relationship and is far more than average.

Added / Social value or innovation delivered

The introduction of Open eLMS at Toronto Pearson Airport goes beyond the conventional boundaries of a learning management system by delivering significant added value and innovation that benefits not just the airport's workforce but the broader community it serves. This aspect of the project underscores the potential for LMS platforms to contribute to social value and drive innovation within an organisational ecosystem.

Ability to improve the environmental impact of delivering services / goods / works

The deployment of Open eLMS at Toronto Pearson Airport not only marks a significant leap in learning management and operational efficiency but also aligns with environmental sustainability goals. The system's innovative approach to learning and development has indirect yet impactful benefits on the environmental aspects of delivering services, goods, and works.