Training doesn't stick in a classroom. It sticks on the work order.

CAPACITY BUILDING

Learning

Training is usually an event: a room, three days, a certificate. Then everyone goes back to work and the knowledge starts to fade — faster than anyone admits, and entirely when the person leaves. So we stopped treating training as an event and attached it to the work itself.

Just-in-time: the training sits on the work order

A technician opens an equipment sheet in the Maintenance module to carry out a job. The procedure is already there — a short video, then a few questions to confirm it landed. The same holds on the customer side: the procedure for handling a request sits on the request itself. No course to enrol in, no second platform to log into, nothing to remember to do later. The training happens because the work happens.

• 32 short maintenance videos Under four minutes each, one procedure at a time — produced by our team and validated by the operator.
• A quiz on each one A handful of questions after the video, with completion recorded for each agent.
• Opened from the record itself An equipment sheet in Maintenance, a request in Requests — no separate learning platform and no second login.
• Traceable Who trained on what, and when — exportable at any time.

Why it holds

A new hire trains alone from their first work order, without waiting for the next session. A procedure performed twice a year is there the day it is needed, three years after the classroom. And when someone leaves, what they knew stays on the equipment sheet. The library does not leave with us either: at the end of the contract, the videos remain the utility's to use, with no time limit.

The classroom still matters

Just-in-time modules sustain a practice; they do not create one. Every deployment still opens with field sessions for agents, team leaders and managers — hands-on, on real cases, in the language the teams work in. Training only works in the language people work in.

What that looked like, utility by utility.

“The most insightful and hands-on training we have had — every analysis and use case was built live, on the real data participants brought into the room.” — Joyce Bakiire, Senior Manager, Training & Capacity Development, NWSC.

Our training practice is grounded in academia: our team teaches on AgroParisTech's international executive master “Eau Pour Tous”, which trains water and sanitation utility leaders from across Africa and Asia. See our research partnerships.