Case Study: Arizona Public Service achieves 49% greater knowledge retention with Knowledge as a Service

Arizona Public Service - Customer Case Study

Arizona Public Service (APS) faced significant challenges when implementing a new customer care and billing platform. The traditional training plan for their 400+ employees was projected to cost over $600,000 in lost productivity and, with low knowledge retention rates, put more than half a million dollars of the investment at risk. APS turned to the vendor, Knowledge as a Service, and its Ringorang knowledge system to mitigate these financial risks and ensure sustainable employee behaviors with the new Oracle system.

The Ringorang solution used a micro-learning and gamification approach delivered in two phases, both before and after classroom training, to reinforce learning. Employees who used the Knowledge as a Service system for just five minutes a day achieved a 49% greater knowledge retention rate over historical benchmarks. This resulted in a $300,000 positive financial impact for APS from improved training effectiveness and performance, while employees reported higher confidence and engagement.

Arizona Public Service