Unit of competency Outline

Date retreived
24/07/2026 7:19 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Use multiple information systems

Use multiple information systems

Unit of competency
National Code
BSBCCO301B
State Code
S8042
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
28/11/2011
View on TGA
State Implementation and Classification
Approved Date
05/08/2014
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
05/08/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information. This may involve navigation between information systems using multiple windows and the maintenance of systems data while interacting with a customer.Competence in this unit requires proficiency in the use of systems to analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.
Notes
Elements and Performance Criteria
1. Access a range of information systems
  • 1.1 Efficiently log on 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 the 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 their 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 that 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
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Log onmay include:
complying with information technology security protocols
logging into telephone system
opening most frequently used applications
turning on computer equipment
username and passwords to access information systems.
Information systemsmay include:
billing systems
databases
internet
intranet
telephone systems.
Manage use of information systems may include use of:
bookmarks
decision support system
office automation system
transaction processing systems.
Customermay include:
colleague
internal or external customer of the organisation
user, purchaser or beneficiary of a service, product or process.
Informationmay include:
details required from core business systems or other sources in order to complete a transaction or process
specific details requested by a customer or others.
Errorsmay include:
corrupt data
data in incorrect fields
inaccurate data
untimely entry of data.
Stakeholdersmay include:
information technology department or help desk
marketing department
owners of database or system
team leader or manager
training department.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
apply checks to ensure data is captured and errors are rectified according to established procedures
demonstrate knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems
navigate systems to locate required information.
Context of and specific resources for assessment
Assessment must ensure access to:
relevant standards and guidelines for use of systems
workplace information and data
quality assurance and system user error reports
troubleshooting reports and escalation reports
work environment to observe operation of systems.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
direct observation of use of systems
review of data entry
feedback from quality assurance program
review of performance management reports
oral and/or written questioning to assess knowledge of systems and organisational security and operational requirements.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaces
State Code National Code Title Type
D0610 BSBCCO301A Use multiple information systems Unit of competency
Replaced By
State Code National Code Title Type
AUL27 BSBCUE301 Use multiple information systems Unit of competency