From Booking to Visibility: How Civil Safety Is Modernising the Training Experience for Learners and Corporate Clients

Organisation: Civil Safety
Industry: High Risk & Refresher Courses
Interviewee: Kerryn Northcott, Chief Operating Officer

Civil Safety is a Registered Training Organisation specialising in high-risk and refresher training for industries such as mining and construction. Delivering a high volume of short courses to both individual learners and corporate clients, the organisation plays a critical role in helping workers maintain the certifications and competencies required to operate safely on site.

A Commitment to Improving the Learner Journey

As a high-volume training provider delivering short courses, Civil Safety manages a steady flow of enrolments – many of them time-sensitive and often driven by employer demand.

At this scale, even small points of friction can impact the booking experience and lead to lost bookings.

Like all RTOs, Civil Safety is required to collect detailed learner information at enrolment – from AVETMISS and USI data to employer details, identification, and compliance declarations. This information is critical for funding, reporting, certification, and audit requirements. 

But it also means enrolment forms can quickly become lengthy and complex, and learners were required to complete extensive information upfront.

“Students had to complete around eight different sections just to enrol,” Kerryn explained. “It was too much detail to be capturing right at the start. Students just want to book their spot and fill out the rest later.”

When new functionality became available within aXcelerate, Civil Safety saw an opportunity to simplify that first interaction – without compromising on compliance.

Reducing Friction at the Point of Commitment

By implementing Learner Onboarding, Civil Safety introduced a more flexible enrolment flow – allowing students to secure their place with basic details first and complete additional information later in the process.

In high-volume short courses and time-sensitive training, making it easier for learners to secure a place can be the difference between an enquiry and a confirmed enrolment. Learner Onboarding has helped Civil Safety's learners move from interest to confirmed booking with greater ease.

Extending Value to Corporate Clients

For Civil Safety’s corporate customers who regularly enrol multiple learners, visibility and responsiveness are equally important.

Previously, enrolments and progress updates were managed manually.

“Generally, clients would call or email through to book people in and send details back and forth – sometimes it would take multiple emails or a couple of phone calls. That’s where the Client Portal has been helpful.”

With the upgraded Client Portal, corporate contacts can now enrol learners and view progress directly, reducing reliance on back-and-forth communication.

“It reduces the amount of follow-up questions about where students are up to and what they’ve completed.”

For corporate clients who prefer self-service, that visibility is particularly valuable. As Kerryn explains, “Some people prefer to have a hands-on management approach – to be able to go in and look at what they want to look at.”

Combined with Learner Onboarding, Civil Safety has created a more connected end-to-end workflow. Corporate contacts can secure a learner’s place quickly through the Client Portal, while learners complete their required compliance and AVETMISS information themselves through a streamlined onboarding process.

“It’s definitely made the client experience far better – just being able to put in the basic details to book their spot.”

Together, the Client Portal and Learner Onboarding modernise both sides of the enrolment experience – enabling faster booking for employers, clearer data collection from learners, and self-serve visibility of progression and completion.

With ongoing enhancements, such as the ability for corporate users to browse and enrol in upcoming courses directly within the Client Portal, Civil Safety sees further opportunities to encourage repeat bookings and strengthen long-term client relationships.

By actively leveraging new aXcelerate features, Civil Safety is ensuring a modern training experience that supports both individual learners and the organisations that rely on them.