Assessor Resource

BSBCCO301A
Use multiple information systems

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies in customer contact environments where use of multiple information systems is required to resolve customer enquiries or complaints. This may involve navigation between information systems, using multiple windows and the maintenance of systems data while interacting with a customer.

Competence in this unit requires proficiency in the use of systems to effectively analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.

This work is undertaken with some supervision and guidance.

This unit describes the performance outcomes, skills and knowledge required to effectively use multiple information systems to research information and records, and to maintain up to date customer information.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

efficient and effective navigation of systems to locate required information

accurate use of codes used to locate data

accurate entering of data onto the system

checks to ensure data is captured in accordance with established procedures

identification and analysis of errors and reporting including recommendations

knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant standards and guidelines for use of systems

access to workplace information and data

access to quality assurance and system user error reports

access to troubleshooting reports and escalation reports

access to work environment to observe operation of systems.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

direct observation of use of systems

review of data entry

feedback from quality assurance program

review of performance management reports

oral and/or written questioning to assess knowledge of systems and organisational requirements (security and operational).

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBITU101A Operate a personal computer

ICAITU133A Send and retrieve information over the internet using browsers and email.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to research, identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and to build relationships with customers

information technology skills to use organisational information systems effectively and efficiently

literacy skills to accurately read, interpret and record information

numeracy skills to effectively read, validate and calculate data and information

problem-solving skills to analyse and resolve issues with information systems.

Required knowledge

computer and system troubleshooting principles

enterprise business system/s and operating platforms, relevant to role

enterprise policies, procedures and guidelines regarding the use and security of information systems

escalation process for reporting information technology issues.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Log on may include:

compliance with information technology security protocols

logging into telephone system

opening of most frequently used applications

turning on computer equipment

username and passwords to access information systems

Information systems may include:

billing systems

databases

internet

intranet

telephone systems

Customer may include:

colleague

internal or external customer of the organisation

user, purchaser, or beneficiary of a service, product or process

Information may include:

details required from core business systems or other sources in order to complete a transaction or process

specific details requested by a customer or others

Errors may include:

corrupt data

data in incorrect fields

inaccurate data

untimely entry of data

Stakeholders may include:

information technology department or help desk

marketing department

owners of database or system

team leader of manager

training department

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Efficiently log on to information systems 
Navigate screens efficiently to locate displays and information relevant to role 
Use multiple windows or interfaces to work with information effectively 
Manage use of information systems efficiently through use of bookmarks and other strategies 
Analyse customer inquiry accurately to identify information needs 
Identify information systems required to satisfy information needs 
Use information systems effectively to complete customer inquiry or transaction 
Record customer information accurately in information systems to complete customer inquiry or transaction 
Use the shortest reasonable pathways to navigate between and within information systems 
Maintain contact and communication with the customer while operating information systems 
Verify information with customer to complete transaction 
Identify errors in information system, relevant to role 
Analyse errors for their impact on information system and customers 
Identify source of errors, where possible 
Consult with stakeholders to identify actions to rectify errors 
Arrange rectification and confirm that amendments are accurate 
Inform customers of errors and take necessary action 
Identify information system faults and notify relevant personnel according to policy 
Recommend procedural change according to policy 

Forms

Assessment Cover Sheet

BSBCCO301A - Use multiple information systems
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCCO301A - Use multiple information systems

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: