Singapore is the British Council’s 34th country to go live with new Teaching Centre Management System
On 21 August Singapore became the British Council’s 34th country to go live with the Teaching Centre Management System (TCMS), taking the total number of teaching locations using the system to 122 across the globe.
This technical implementation, being delivered by Tribal PLC and Prolinx Ltd forms the underlying platform for a wider operational transformation and standardisation initiative at the British Council which aims to put the customer at the heart of the British Council’s work.
The new system supports online, integrated customer journeys which reduces - and in some cases, replaces the need for customers to physically visit centres; enabling faster and smoother online registration and the ability to pay for courses online. In the first six months of 2017, a quarter of a million enrolments and registrations were processed through the TCMS, demonstrating both the strong demand for the British Council’s mission as well as the ability for Tribal PLC and Prolinx Ltd to deliver at scale across the globe.
Since the beginning of the program, the system has been implemented in each of the British Council’s regional operations including Europe, East Asia, South Asia, South America, the Middle East and North Africa and Sub Saharan Africa.
The implementation in Singapore represents a significant milestone in the British Council’s standardisation journey. This milestone sees TCMS delivered to 75% British Council global teaching locations, representing 85% of income. Over the next six months, the system will be rolled out to the remaining 15 countries in the British Council’s network.
“Singapore was a large, complex rollout which represents a significant milestone in our standardisation journey. A big thank you to the regional and country teams for embracing the new ways of working with such willingness and to the project team and suppliers who helped make this a reality.’
Tom Stiff, Senior Global Project Manager at the British Council.
“We’re equally thrilled and proud that the roll-out of the TCMS in Singapore and across British Council teaching centres globally has been so successful. It is testament to the dedication and hard work of the project teams and the many individuals in the Teaching Centres who have been so engaged in this important change to their business. We look forward to supporting the British Council on the remaining implementations and seeing the benefits realised across all their operations.”
Michael McKeand, COO APAC, Tribal Group.
As part of the TCMS project, Tribal built the “online level check” (OLC), a solution which sees customers take an automated test which provides the British Council with their English language ability. A pilot of the tool in Saudi Arabia and Qatar revealed:
- The customer journey time (from first contact to registration) was reduced on average from 75 minutes to 39 minutes
- Resulted in-cost reduction of 40% per customer
- Increased conversions (from enquiry to registration) by 6%
This OLC solution has subsequently been deployed to nine countries in MENA and South Asia with other regions including East Asia set to follow.