- ICTCC320A - Use multiple information systems
Assessor Resource
ICTCC320A
Use multiple information systems
Assessment tool
Version 1.0
Issue Date: April 2024
Not applicable.
Field: Technology
This unit applies to use of the various information systems to maintain up to date customer information. It includes navigation between information systems and the maintenance of systems data.
This unit is based on unit ICTTC203A in the ICT97 training package.
: Nil
Equivalent units: Nil
Field: Technology
This unit applies to use of the various information systems to maintain up to date customer information. It includes navigation between information systems and the maintenance of systems data.
This unit is based on unit ICTTC203A in the ICT97 training package.
: Nil
Equivalent units: Nil
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not applicable.
Employability Skills
Not applicable.
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.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Use of systems relevant to customer service.
Efficient and effective navigation of the systems to 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 laid down procedures.
Identification and analysis of errors and reporting including recommendations.
Skills and knowledge
Computer Keyboard Usage.
Computer Literacy.
Database and Spreadsheet Concepts.
Problem Solving Processes.
Enterprise Policies, Procedures and Guidelines.
Enterprise Business System(s) and Operating Platforms.
Operational Systems and Technology.
Assessment location and resources
Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features.
Critical evidence
Assessment candidates should produce evidence of the following:
Use of systems relevant to customer service.
Efficient and effective navigation of the systems to 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 laid down procedures.
Identification and analysis of errors and reporting including recommendations.
Skills and knowledge
Computer Keyboard Usage.
Computer Literacy.
Database and Spreadsheet Concepts.
Problem Solving Processes.
Enterprise Policies, Procedures and Guidelines.
Enterprise Business System(s) and Operating Platforms.
Operational Systems and Technology.
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.
Not applicable.
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
'Log on' and 'log off''
Use of passwords and users names. May vary dependent on the operational platform and specific applications.
Information systems
Are unique to the enterprise and generally based on a spreadsheet or database application.
Role
The work functions and responsibilities of the assessment candidate.
Customer
A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.
Information
Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.
Transaction
A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.
Errors
Corrupt data that may take many forms including data in incorrect fields, inaccurate data or untimely data.
The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.
'Log on' and 'log off''
Use of passwords and users names. May vary dependent on the operational platform and specific applications.
Information systems
Are unique to the enterprise and generally based on a spreadsheet or database application.
Role
The work functions and responsibilities of the assessment candidate.
Customer
A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.
Information
Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.
Transaction
A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.
Errors
Corrupt data that may take many forms including data in incorrect fields, inaccurate data or untimely data.
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 |
|---|---|---|---|
| Log on to information systems efficiently | |||
| Navigate through interfaces between information systems relevant to role | |||
| Navigate screens to locate displays and information relevant to role | |||
| Analyse customer inquiry to identify information needs | |||
| Identify information systems required to satisfy information needs | |||
| Interrogate information systems to complete customer inquiry or transaction | |||
| Record customer information in information systems to complete customer inquiry or transaction | |||
| Use the shortest reasonable pathways to navigate between and within information systems | |||
| Maintain a dialogue with the customer while operating information systems | |||
| Verify information with customer to complete transaction | |||
| Identify errors in information systems relevant to role | |||
| Analyse errors for their impact on information systems 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 according to policy | |||
| Recommend procedural change according to policy |
Forms
Assessment Cover Sheet
ICTCC320A - 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
ICTCC320A - 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: