Support – FAQs


Our Frequently Asked Questions (FAQs) are designed to help you get quick answers.

If you can’t find what you’re looking for, please fill in our Contact Form and our support team will get back to you with a reply as quickly as possible.

What services will Bluegem provide?

Bluegem provides a range of services that are included with the product purchase and many additional services that can be purchased separately. These are specified in our Support – Services page here.

What hosting options are available?

The options vary depending on which edition you purchase. For Private and Public editions Bluegem is available as a Cloud based solution hosted in our Data Centre in Brisbane, Queensland. The data centre is state-of-the-art providing 99.9% guaranteed uptime, weekly offsite backups and meeting all industry standards for Internet Service Providers (ISPs). All servers are managed by Bluegem and our ISP partners. All include SQL Server 2008 or 2012 databases. Your entire application including all portals run on a Secure Server (HTTPS) with a unique SSL certificate. For all product editions you have the option to choose a ‘shared hosting’ or a ‘dedicated hyper V server’. Both shared or dedicated hosting options are scalable in terms of Database, Traffic, Memory, and Hard disk. Your choice is generally driven by the level of activity in your business. For example if you deliver short courses and standalone units to fewer than 5000 students per year a Shared sever will usually be adequate. If you deliver more than 10,000 per year or you need to run additional applications its probably best to think about a Dedicated server.  The Enterprise edition includes the option for On Premise hosting on your own server. The server will need: Windows Server 2008 or higher running the IIS web server. For the database you’ll need SQL Server 2008 or higher and you will need to ensure your users have appropriate access to the Bluegem services.

What support does Bluegem offer?

Bluegem offers comprehensive and flexible support programs that meet the needs of your business. Support falls into three categories: (a) Planned Maintenance – where we ensure your product is kept up to date with the most recent and relevant industry changes in the VET sector, On-Demand support which is driven either by you or and event which results in a system error alerting our technical support team. On demand support includes your requests for new features, changes and bug reporting and Self-Help support which you can use to access User Manuals, Videos, Case Studies, FAQs, Blogs, and our Forum. For more information see the Support Page on the website here.

How do I .... ?

Some of the most commonly asked questions can be answered in our How Do I… blogs and for those who have trial or product editions of BluegemEXPLORE the user manual and video gallery. This section deals purely with the commonly required day-to-day questions asked by RTO administrators:

How do I Enrol students?

There are three ways students are enrolled into a course hosted in BluegemEXPLORE: (a) Front end online enrolment by the students themselves, (b) Front end enrolment by a corporate client or employer, or (c) backend enrolment by the RTO Administrator. Both front end methods lead directly from accessing or searching for a course. These are easy to use and self explanatory. For backend enrolments you can go straight to the Enrolment Page under Training records > Enrolments where you will be able to create single or bulk enrolments into a course schedule, or you could navigate to a particular student and enrol that student into a selected course schedule, or you could select a company or group and then select the members that you want to bulk enrol into a course. wherever it is practical to create enrolments we’ve ensured that you have the option to do so. You will also be prompted to complete AVETMISS data for the enrolment, or you could leave the student to do that for themselves. Can you honestly say you know the indigenous and employment status of all your clients? Possibly not – that’s why we make it possible for your clients to be prompted so they can update these details themselves. Further details, screen shots and videos are available to Bluegem customers and covered during training.

How do I create and schedule courses?

These are separate processes. Let’s start with creating the course. The course itself can be treated like a template, i.e. you create it once and schedule it many times. On each new schedule you can change parameters such as: price, delivery method, start and end dates, activities, training resources and access. To create the course you can use the Course Manager wizard to create a new course from scratch, or in the case of accredited AQF training packages you can import them from a Qualifications and Units service by just typing in the 3 letter code of your training package. The Importer will check to see what you currently have in your database, let you know whether you’re up-to-date and provide the interface for you to update your scope if necessary. Once you’ve set up your courses you can use the Schedule Wizard to create as many instances and variations of the course as you need. A good practice is to try and schedule the bulk of your courses a year in advance. You can of course modify them, add to them or cancel them if necessary later. Once you’ve scheduled a course you’ll no doubt want to assign a trainer and a classroom, assuming the course delivery method is face-to-face. This step is not required for online courses. To add resources you simply add activities (or tasks) to the schedule and select the resources for those tasks. Resources include: People, Venues, Equipment, Expenses, Catering, and a lot more. Once your courses are Created, Scheduled and Resourced they will be available for enrolment. You will be prompted to complete AVETMISS details for all units of the course and Qualification if appropriate.

How do I add Assessments to a Course?

You can add assessments at Course Level, implying that any student enrolled in that course will automatically get those Assessments or you can add/modify assessments for a specific student. For example workplace experience might require that students perform unique employer-specified assignments, or a student may require a unique intervention program. Unique student-specific assessments can be created by modifying a generic course assessment for that student or by adding new assessments. Assessments can also be used for contact meetings in the case of work place training. The assessments are added to your database as they are created and can be selected as required and added to any course. You can Categorise assessments and give them types for easier searching, grouping and reporting. Assessments show up in the students results page and can be marked at any time. They hold status levels such as: Assignment Issued, Assignment Due, Assignment Handed in (or observed, etc…), Assignment Marked, Assignment Completed or returned for Rework. All status progress levels are captured with dates and the name of the Assessor.

How do I mark Student Results?

Students can be marked using one of 3 paths: (1) Online or eLearning Assessments are auto marked unless they are Assessor Marked essay style questions, (2) An individual can be selected and resulted. This is useful when training is individualised as is common in workplace training, or (3) All the students enrolled in a Class (or Course Schedule) can be marked together. The marking process includes: Course level (C/NYC and Mark if appropriate), Unit level (C/NYC and Mark if appropriate, and Assessment Level (C/NYC and Mark if appropriate). The MARK method gives you the ability to set a finer grading level if required (e.g. achieved 68% on a pass mark of 50%). For the eLearning environment these finer grades are also available either through SCORM or Non SCORM eLearning options. The results also provide the Assessor with access to the students course work stored in the Resource Library. Students can upload their own Assignments and have access to their own Resource Library. If the course is marked as VET REPORTABLE. The data required for the Data Provisions specification in the SNR standards as well as the AVETMISS requirements will be collected automatically. Though the Assessor / Administrator will be able to manually set outcome codes for the purpose of reporting.

How do I issue certificates?

BluegemEXPLORE includes a Certificate Template Editor (also used for DIY Custom Reports). Once created you can choose which of your templates you want to use when issuing certificates. Each course can use it’s own template, though it’s more efficient to use one set of templates for the standard certificates, Statement of Attainment, Recognition of Achievement, and Certificate of Attendance (to name a few examples). So once you’ve personalised your templates and assigned the ones you want to use can now go into any course that has been marked under Compliance > Qualification Builder and select Issue Awards. BluegemEXPLORE will check the student results to determine who is in line for either an SOA or a Certificate and present you with a list. Use filters to determine which from the list you want to Award now. With one click each individual Certificate will be generated and stored in the students library and you will have access to one continuous PDF with ALL Certificates printed for checking. If the student is eligible for a qualification Award, this will show up as a separate link allowing you to print both the Certificate and the Testamur for each eligible student.

How do I submit my SNR Data Provision Quality Indicators and AVETMISS Reports?

Unless you’ve deliberately ignored the prompts for entering AVETMISS details at each of the above stages your data will already be entered and ready to report. All you need to do now is go to the Compliance section and select the report you want to create. In the case of AVETMISS you also have the option to validate all your data before generating the reports. This should catch any data that you may have missed. the Validators distinguishes between ERRORS – issues that will cause a lodgement to be rejected and WARNINGS – issues that may result in lodgement warnings but won’t stop lodgement progressing. So by the time you come to lodge your AVETMISS NAT files you can be pretty confident that they’ll go through. The Quality Indicators are handled the same way, but one point to mention on the Learner and Employer Surveys under the Data Provisions section of the SNR. Bluegem uses the AQTF Quality Indicator Service (AQIS) to launch manage the surveys. AQIS automate the service for giving you online or paper-based options. You’ll need to have an AQIS or online Survey Form, like Survey Monkey or Form Stack account for your RTO. Get the details here.

How does Bluegem help me to be compliant?

In summary BluegemEXPLORE helps you to be compliant by capturing relevant data or prompting you to enter data that will be required meet your AVETMISS 6.1 or 7.0 Reporting obligations and your SNR Data Provision requirements as defined in the Standards for Registered Training Organisation – SRTO. We have created a number of blogs and pages on this website describing these in more detail. These can be found under the Compliance Blogs and the Compliance web page. For existing clients this data is comprehensively covered in the User Manuals and in our Video Library.

I need to know more about the product.

The best way to find out about the product is to contact us and get a demo. But information you can use before that includes: The Product Family information on this website, The Features and Benefits page and by downloading the product brochure. all can be accessed from the Product Family page. If you want a product demo please read our agreement and complete a simple questionnaire to Book a Demo.

General Questions and Comments.

What is the Bluegem Training Management System?

Bluegem is an enterprise level Training Management System (TMS). The product is a complete web based solution for RTO’s, Enterprise RTO’s and training providers consisting of software and related services.

What does it include?

The product includes: the wide ranging student and business management services required by all training providers, installation and deployment,  technical support , training and documentation,Template designer and Add-ons like Xero Interface, MYOB synchronizer desktop tools, eWay, WestPac and online payment gateway,  technical updates and AQTF and AVETMISS regulatory reporting updates for ALL states in Australia, and a Learning Management System (LMS) for online training.

Who should use Bluegem?

RTO’s (Registered Training organisations), Enterprise RTO’s and commercial Training Providers that deliver training to individuals | apprentices | trainees | organised groups and corporate clients; The product is also well suited to in-house training professionals who need to manage staff training and employ external training services.

What is the difference between a Learning Management System (LMS) and a Training Management System (TMS)?

Bluegem has both. An LMS typically manages learning content for eLearning (online learning); A TMS manages the typical activities and admin procedures involved in delivering either conventional or eLearning. A TMS may include an LMS. Bluegem includes both SCORM compliant and Non SCORM LMS.

What are the system requirements for Bluegem?

Bluegem can be Internally-hosted or ISP-hosted. In the Internally Hosted model, as an RTO, Enterprise RTO  or commercial Training Organisation would host the application on your corporate LAN; Alternatively you can have the application hosted by a suitably equipped ISP capable of providing a Windows Server 2008 or higher OS, SQL Server database (SQL Server 2005 or higher) and supporting the .NET 3.5 framework

What are the advantages of a web based system over a stand alone desktop application?

There are five main business advantages:

  • Convenience – you are not tied to a specific computer at a specific location. You can access your records and run you business from anywhere in the world as long as you have a reasonable internet connection
  • Stakeholder engagement – our web application offers a secure and reliable membership system that enables all users including students and employers to login and access services according to their level of authorisation. This enables them to participate in the training process significantly reducing your administration effort.
  • Opportunities – the web offers significant marketing opportunities to communicate effectively and efficiently with both your existing and potential clients
  • Compliance – with more and more compliance reporting services going online it makes sense to create and format your reports so that they can easily be submitted online
  • Communication – the Bluegem web application provides all the tools you need to communicate with your clients via email and SMS without having to leave the website.

What is SCORM?

SCORM is a standard developed for online learning. It defines how data such as student details and training results are exchanged between the Learning Content and the system that hosts the content, the Learning Management System (LMS). Being compliant to the standard means that you as the RTO can choose your preferred course authoring software, confident in the knowledge that Bluegem will display and present them exactly the way you intended. With no additional effort, students stored in the TMS can enrol in your eLearning or face-to-face courses and have their online or face-to-face assessment results recorded in the TMS.

What reports are required for AQTF 2010?

The most important reports required by AQTF relate to the “Quality Indicators”. As an RTO you are required to demonstrate you competency completion rates for Qualifications and Units and provide answers collected from Learner and Employer Questionnaires. Bluegem automates the creation of all of these reports for all states.

Do I need to submit AVETMISS Reports?

As of January 2011 all RTOs in all states are required to demonstrate that they have a system capable of submitting valid AVETMISS data files for all accredited training activity in 2011 to 2012. This applies to ALL accredited programs whether or not the training is government funded. WA RTOs who already submit RAPT data will continue to do so, WA RTOs who had not previously submitted reports and are not receiving government funding will now be required to submit AVETMISS reports. Bluegem handles AVETMISS reporting, verification and lodgement effortlessly for all states.

What is an enterprise RTO?

An enterprise RTO is a Registered Training Organisation who’s primary purpose for registration is to provide training for it’s own employees. These are generally large organisations that have special requirements for system integration, large data migration, multiple access and authorisation levels and many enterprise business process requirements. As a Microsoft Gold Certified Partner with many years of delivering these services Bluegem is highly skilled and experienced in scoping, developing, deploying and supporting these types of projects.

Will the solution run on a Mac, iPhone, iPad

Yes, Bluegem is a web based product and has been tested on all popular browsers, including Safari, the most popular web browser for Mac users.

Does Bluegem run on Google Chrome, Fire Fox, Safari, IE

Yes – Bluegem has been designed to be ‘cross browser compatible’ and runs successfully on the latest versions of all popular web browsers.

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