A Case Study from the Roads and Traffic Authority (RTA): Traffic Systems Branch

The RTA Traffic Systems Branch has a significant proportion of highly technical skilled employees. This branch is responsible for developing the SCATS traffic control system used by over 130 cities around the world. In late 2007, seven key staff representing over 300 years of specialist experience indicated their upcoming retirement within the next six months. It also became apparent that little of their knowledge and experience had ever been documented or intentionally shared beyond the group.

For the RTA and especially the Traffic Systems Branch the potential loss of this key knowledge and experience presented a significant risk – not only to the RTA but the SCATS clients as well. Ignoring this risk would certainly add pressure on existing staff, decrease morale, lead others to make ill informed decisions on retirement and lose people the RTA wanted to retain.

To help mitigate these risks, the RTA identified critical people and positions and worked with SageCo to conduct the SageContinuity methodology – involving workshops and facilitation. The workshop participants were able to clearly articulate the knowledge that needed to be captured, documented and shared. The technical specialists (sages) worked together to produce “Knowledge Capsules” which are now a long term point of reference for future employees. The knowledge capsules formed the basis of a final workshop for participants to discover the content and depth of information which was now available to them.

Early planning and timing of this process was critical to the successful documentation, transfer and retention of the important knowledge and experience of valuable employees. Employees feel a real sense of achievement and worth, knowing that their experience and knowledge have been appreciated by the organisation.