The best technology platform fails if users don't adopt it. The BIS Manakonline Platform project includes a comprehensive user training and change management program to ensure all BIS officers, external applicants, and stakeholders successfully transition to the new system.
BIS has thousands of users across multiple user types:
Classroom and online training on all modules relevant to their role. Role-based access means officers only need training on modules they will use. Training completion is tracked through the NITS/HRD module.
Online video tutorials, user manuals, and helpdesk support. The new platform must be intuitive enough that applicants can navigate it without extensive training. FAQ sections, guided workflows, and contextual help are built into the interface design.
AHCs use the hallmarking module for HUID generation and jeweller management. Dedicated training modules cover the hallmarking workflow. Field training visits to major AHC clusters are planned.
Beyond training, change management addresses resistance to new systems:
A dedicated helpdesk operates during the transition period for each batch. External applicants facing difficulty with the new portal can call or email for guided support. The helpdesk is staffed by the SI's implementation team who have deep system knowledge.
Manufacturers and importers should expect some disruption during each batch go-live period as BIS officers adjust to the new system. House of Testing will keep clients informed of go-live timelines and any processing delays expected during transition periods.