Continuous improvement is a key focus for the Rail Industry Worker (RIW) Program. We are always looking to enhance the services offered, to find new ways to educate companies and cardholders about the RIW Program and provide support on using the RIW System. Some exciting new features and upgrades to the support services are now available on riw.net.au. These changes will make it easier for RIW participants to find answers to any questions they may have.
Outlined below are the list of new features, how they work and where to find them.
A new FAQ section, the RIW Knowledge Centre, has been created to make it easier for everyone to find answers to their questions. You can visit the RIW Knowledge Centre here, or you can access it by clicking on RIW Knowledge Centre tile on the RIW homepage.
Once you are in the RIW Knowledge Centre, you can use the search bar to find the information you need by using key words, or browse through the specific information categories to find what you are looking for. All the content previously found in the RIW User Guides (available from the RIW System), can now be found as RIW Knowledge Centre articles.
If you don’t find an article helpful, you can improve them by providing feedback through the thumbs up / down buttons at the end of each article.
We are always looking to improve our content, and providing this feedback raises a ticket with the RIW Service Desk for action.
RIW Business Rules Centre
RIW Business Rules provide the minimum acceptance criteria for the verification of a worker’s competence. Each competency managed in the RIW System has a corresponding business rule which details what evidence must be supplied to demonstrate the required competency.
We have now refreshed our Business Rules Centre, making it easier to search and find the information you need.
Like the RIW Knowledge Centre, you can use the search bar to look for the appropriate business rule by entering either the competency code from the RIW System, or keywords from the competency name. You can also search using the specific business rule categories, which are sorted by Network or Principal Contractor and then by subject.
If you don’t feel that the business rules provide the right information, you can click on the thumbs down icon at the end of the business rule to give your feedback. We’ll then get in contact with the relevant business rule owner to clarify, update and improve the business rule.
RIW Virtual Assistant & Service Request BOT
Another exciting new addition to our website is the new artificial intelligence RIW Virtual Assistant which can help you find the right answer to your question from the RIW Knowledge Centre. If the Virtual Assistant can’t find a solution for you, it will ask for your details to raise a ticket with the RIW Service Desk for the team to follow up with you.
We do ask that you be a little patient with our Virtual Assistant, as it will be continually learning and improving with each interaction. It won’t be able to answer specific queries regarding RIW profiles, however, it can provide general information about the RIW Program and using the RIW System.
We also have a Service Request BOT, which will guide you through all the information required for progressing some of the standard service request items, such as ending primary employment, unlocking accounts, requesting overseas ID checks or E-learning requests for non-RIW cardholders.
You can access the RIW Virtual Assistant and Service Request BOT on the bottom right-hand side of the RIW website by clicking on the blue BOT icon.
We hope that you now have some clarity on and are excited about some of the new changes created to improve the way the RIW Program can support you. We encourage you to begin using these new features, as it will make it easier for you to seek out answers to your questions. The RIW Service Desk is always contactable on email@example.com or 1300 101 682, but hopefully the new RIW Knowledge Centre and RIW Virtual Assistant will help you get the answers to your questions faster.
Lastly, if there is any topic that you would like us to add into our RIW Knowledge Centre, please feel free to let us know by emailing firstname.lastname@example.org.
Responsibilities of RIW System Users
RIW System Users are defined as anyone who accesses the RIW System, including Employer Administrators, Network Operators, Advanced Project, Project or Site Administrators, Registered Training Organisations, Authorised Health Professionals and Assessors.
When a RIW System User first accesses the RIW System, they agree to the System Access Rules, which outlines their responsibilities for system use and maintaining the integrity of RIW data. Below is a summary of the key responsibilities of system access usage:
- You must keep your RIW System account credentials (username and password) private and ensure it is secured with a strong password. You are responsible for all activity conducted under your credentials, which can be audited for misuse at any time.
- You will only use the RIW System to manage your workforce for the purposes of the RIW Program, and never access, remove or gain any information from the system for the purpose of personal or business advantage.
- You will ensure you only upload correct and up-to-date information, and never remove, falsify, tamper, or alter RIW data to inhibit a worker’s ability to work.
- You will notify the RIW Service Desk immediately on 1300 101 682 or email@example.com regarding any detected anomalies with RIW data.
If there is a confirmed breach to any of the above conditions, a company may be liable for costs incurred to investigate an allegation, as well as any costs associated to remediate RIW data to its correct state.
April 2021 RIW System Release
A new system release is scheduled for early April, which incorporates over 30 system improvements and updates. You’ll hear a little more about what’s planned in the coming weeks as we explore some of the new functionality available with this release, and provide updates to the planned outage window.
If you would like to have a full walkthrough on the coming changes, please register to attend one of our April 2021 RIW System Update Zoom sessions, which will feature a live presentation, followed by a Q&A session at the end. Click on the below links to register:
If you cannot make one of these sessions, they will be recorded and made available on the RIW website. We’ll let you know when they are available to view.