"The European ""Innov'Age"" project is the result of a strategic partnership for training in diversity, age management and innovation, applied to the European postal sector. The project addresses the issue of Europe's ageing population and the need to attract new skills/talents among younger generations. In fact, management of intergenerational teams is becoming a criterion of competitiveness for European postal operators. The objective of the project is to improve age management in the postal sector by creating an innovative training prototype to enhance intergenerational teams. The issues related to this objective are: increase the employability of both seniors and younger people; enhance and make more efficient intergenerational teams to promote business innovation; facilitate and stimulate innovation in the postal sector.The project consortium brought together six European postal operators (France, Bulgaria, Romania, Italy, Greece, Cyprus), the PostEurop postal association (52 postal operators), the University of Bordeaux, the Greek Post Vocational Training Centre and InoSalus, a Portuguese SME specialising in innovative training. Project Structure: The project was divided into three main Intellectual Outputs (IO): IO1: Research, identification and mapping of training needs in the postal sector related to age management; IO2: Co-creation and development of an innovative training toolkit for age management in order to develop a dynamic approach focusing on cooperation between generations, the motivation and involvement of professional teams including young and old people, the valorisation and transmission of experience - which will be done first and foremost in the partner companies of the project; IO3: Design and test a prototype of training in some intergenerational teams. This allows managers to discover a new management an approach to diversity, taking into account the specific needs and expectations of new entrants and seniors, acquire and appropriate methods and tools for the cohesion, motivation and performance of an intergenerational team.All the results were shared during the monthly conference calls, the transnational meetings and the dissemination events. Activities implemented: Scientific study on the following variables: diversity practices by age, climate in work organisation, learning climate, acceptable distance (depending on corporate culture) between employees and management, strengthening leadership, innovative team behaviours and related performance;Analysis of training needs and psychosocial aspects to develop the sectoral training needs matrix (questionnaire, study, research) and mapping of the current situation in postal organizations;Development of a roadmap for the volunteer team to help co-build training programs and identify case studies;Selection and development of case studies and production of a pedagogical movie; Development of the training programme based on the macro-competences identified to be developed through this prototype;Development of a test prototype and design of the toolbox;Assessment of the impact of the training prototype on the teams;Communication and dissemination of project results via partner communication media;Dissemination meetings coordinated by a communication committee.Results: The Training Program was formalized as a prototype. A part of the prototype (test modules) was implemented by the six postal partners, adapted to the reality of each operator and tested by the volunteer teams. The evaluation of these tests has improved the training programme by identifying areas for improvement or consolidation. The evaluation confirmed the importance of this training to help managers improve the management of multi-generational teams and foster inclusion and innovation. Project Outreach: Partnership with OSHA and its “Healthy Workplaces for All Ages” campaign, EYDAP SA, Athens Water Company, “Intergenerational HR Club”, and the University of Aix-Marseille has also shown its interest.Visibility of results: Meetings with external stakeholders: kick-off, closing conference, Multiplier events in Athens, Rome and Strasbourg; Use of websites, social networks...Two initiatives, one national pilot implementation initiative in Greece and the final multiplier event of the project, put in place in the framework of the Innov’Age project have been approved and registered successfully as events of the European Vocational skills week organized by DG Employment on 14-18 October 2019. The approval of both submitted events confirms their relevance in terms of training and innovation. Registering to this European-wide initiate coordinated by DG Employment is a further way to raise awareness about our work in the field of vocational education especially towards other sectors and stakeholders. The next step of Innov’Age 1 would be the certification of this training. (Innov’Age 2 – awaiting for funding)."

The regulatory changes which led to the liberalization of the EU Postal Market and increased competition in the provision of high-quality and diversified mail, parcel and financial services have led postal operators:a) to adapt to a customer-oriented model aiming at providing positive customer experience and attaining high quality of service.b) to focus on the development of human resources, by transforming traditional skills and knowledge into new, enhanced competencies.The projects’ overall objective is the provision of an attractive and modern training framework aiming at:- highlighting the necessity for recognition of skills, knowledge and competencies in customer service operations (sub objective 1)- enhancing and certifies employees’ professional assets and thus safeguarding their job positions (sub objective 2)- improving the perceived service experience of customers and citizens (sub objective 3)- providing a complete, integrated and configurable training toolkit (sub objective 4)- identifying ways for generalization of project outcomes to relevant sectors (sub objective 5)The project brings together ten partners from six sectors and six countries:- E-Learning systems developer (GR): project leader- e-learning expert - Postal Operators (GR,CY,RO): source for the identification of training needs, target group of beneficiaries- VET institutions (GR,FR): development of professional training programs- HR and business experts (PT,GR): consultation on human-centric orientation of the developed scenarios and experiential training, business continuity aspects- Certification body (GR): certification-related tasks (i.e. certification system, tools, methodologies)- NGO (LV): consultancy in the field of training and competence building Key activitiesThe project evolved through a coherent set of activities, corresponding to relevant expected project outputs:- Research on training needs for customer service (Research tools and methodologies, Training needs for customer service – Research results)- Training curricula for customer service (Development of Curricula, Development of Certification System)- Training Toolkit for customer service (Webinars for knowledge refresh, Training Scenarios, Experiential training)- 3D-based training system for customer service (3D game system with certification level, Evaluation toolkit)The training and certification system were applied in the Postal Operators through the following 3 interdependent Activities:- Experiential training- Webinar for refresh of knowledge - Scenario-based training in 3D environmentFinally, a set of activities have been planned to increase multiplying effects of the project outcomes:- Project launching conference for external interested parties (companies, governmental bodies, institutions, trade unions etc.) - Progress overview conference aiming at collecting feedback from stakeholders- Certification Ceremonies (RO,CY,GR) aiming at motivating postal employees for further participation- Project closure conference, which has central role in the dissemination activities plan and is expected to bring multiplication effects. - e-Workshops Methodology:- Analysis of training needs (literature research, original research (questionnaires, interviews) and group decision making sessions based on Nominal Group Technique). Results were analyzed with the use of formal qualitative and quantitative statistical techniques.- Development of training curricula: The experts adapted the generic training material to specific postal employees’ training needs, they identified potential gaps in the literature and developed new material. The certification method complies with ISO and ECVET standards. - Development of training toolkit. The design of: (a) training scenarios based on KEK ELTA’s Competencies Workbooks methodologies, (b) webinars for knowledge “refresh” and guidance exploiting e-learning authoring and multimedia tools through a prototyping approach and (c) experiential learning scenarios for experimental or control groups - 3D learning environment. Simulation of a post office workplace, multiple participants as avatars, predefined role playing educational scenarios. Dissemination strategy aims at communicating the project results to the widest possible reach through various channels. The project had high impact initially at national level and in particular in the participating countries. More than 500 Post Office employees in 3 different EU Countries participated in the first launch of the program (GR/CY/RO).The outcomes was also diffused to other EU countries and the impact is expected to be realized in several other external stakeholders and training professionals capitalizing on:- the architecture, the methodology and the applications developed- the potential of self-assessment of desirable competencies - the utilisation of the properties of the 3D serious games.