Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Access a range of information systems

1.1 Efficiently logon to information systems

1.2 Navigate screens efficiently to locate displays and information relevant to role

1.3 Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information

1.4 Manage use of information systems efficiently according to organisational requirements

2 Process customer information using multiple information systems

2.1 Analyse customer enquiry to identify information needs

2.2 Identify information systems required to satisfy information needs

2.3 Use information systems according to organisational processes to complete customer enquiry or transaction

2.4 Record customer information in information systems to complete customer enquiry or transaction

2.5 Use the shortest reasonable pathways to navigate between and within information systems

2.6 Maintain contact and communication with customer while operating information systems

2.7 Verify information with customer to complete transaction

3 Identify and rectify information system and processing errors

3.1 Identify errors in information system, relevant to role

3.2 Analyse errors for impact on information system and customers

3.3 Identify source of errors, where possible

3.4 Consult with stakeholders to identify actions to rectify errors

3.5 Arrange rectification and confirm amendments are accurate

3.6 Inform customers of errors and take necessary action

3.7 Identify information system faults and notify relevant personnel according to policy

3.8 Recommend procedural change according to policy

Skill 

Performance 

Criteria 

Description 

Reading

2.1, 3.5

• Recognises and interprets information to determine and confirm customer requirements

Writing

2.4, 3.7

• Records information accurately using clear language and appropriate terminology

Oral Communication

2.1, 2.6, 2.7, 3.4-3.6

• Articulates requirements clearly using specific and relevant language suitable to audience
• Uses appropriate tone, pace and listening and questioning to elicit information and confirm understanding

Navigate the world of work

1.4, 2.3, 3.7, 3.8

• Recognises and follows explicit organisational policies and procedures when using information systems, notifying faults and making recommendations for change

Interact with others

2.6, 2.7, 3.4, 3.6, 3.7

• Identifies and follows accepted communication practices and protocols when collecting, providing and verifying information in a service context or in consultation with colleagues and stakeholders

Get the work done

1.1-1.3, 2.1, 2.2, 2.5, 3.1-3.3, 3.5, 3.7

• Selects from a range of predetermined options in routine customer inquiry situations, identifying and taking some situational factors into account
• Recognises and takes responsibility for identifying and addressing information system errors and their sources
• Uses familiar digital systems and tools to access, organise, analyse, display and amend information
• Recognises some general design and operating principles of digital tools and uses these when troubleshooting

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE301 Use multiple information systems

BSBCCO301B Use multiple information systems

Updated to meet Standards for Training Packages

Code changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

This version first released with Business Services Training Package Version 1.0.