Unit of competency Outline

Date retreived
24/07/2026 5:49 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
BSBCCO301A
State Code
D0610
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
09/03/2009
View on TGA
State Implementation and Classification
Approved Date
22/03/2011
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
22/03/2011
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to effectively use multiple information systems to research information and records, and to maintain up to date customer information.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
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 multiple windows or interfaces to work with information effectively
  • 1.4. Manage use of information systems efficiently through use of bookmarks and other strategies
2. Process customer information using multiple information systems
  • 2.1. Analyse customer inquiry accurately to identify information needs
  • 2.2. Identify information systems required to satisfy information needs
  • 2.3. Use information systems effectively to complete customer inquiry or transaction
  • 2.4. Record customer information accurately in information systems to complete customer inquiry 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
compliance with information technology security protocols
logging into telephone system
opening of most frequently used applications
turning on computer equipment
username and passwords to access information systems

billing systems
databases
internet
intranet
telephone systems

colleague
internal or external customer of the organisation
user, purchaser, or beneficiary of a service, product or process

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

corrupt data
data in incorrect fields
inaccurate data
untimely entry of data

information technology department or help desk
marketing department
owners of database or system
team leader of manager
training department

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

efficient and effective navigation of systems to locate required information
accurate use of codes used to locate data
accurate entering of data onto the system
checks to ensure data is captured in accordance with established procedures
identification and analysis of errors and reporting including recommendations
knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant standards and guidelines for use of systems
access to workplace information and data
access to quality assurance and system user error reports
access to troubleshooting reports and escalation reports
access to 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 on-the-job 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 requirements (security and operational).

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBITU101A Operate a personal computer
ICAITU133A Send and retrieve information over the internet using browsers and email.

Replaces
State Code National Code Title Type
C5399 ICTCC320A Use multiple information systems Unit of competency
Replaced By
State Code National Code Title Type
S8042 BSBCCO301B Use multiple information systems Unit of competency