Integrating Multi-modes IVR, Web, Paper Prepared for BLS Data - - PowerPoint PPT Presentation

integrating multi modes ivr web paper
SMART_READER_LITE
LIVE PREVIEW

Integrating Multi-modes IVR, Web, Paper Prepared for BLS Data - - PowerPoint PPT Presentation

Integrating Multi-modes IVR, Web, Paper Prepared for BLS Data Capture Technology Forum March 18, 2010 Wendy Hicks, Mary Laidlaw, Jane Shepherd, Mark Friedman 1 Framework: Surveys of today and tomorrow Mail / Paper CATI / CAPI Web


slide-1
SLIDE 1

Integrating Multi-modes IVR, Web, Paper

Prepared for BLS Data Capture Technology Forum March 18, 2010

Wendy Hicks, Mary Laidlaw, Jane Shepherd, Mark Friedman

1

slide-2
SLIDE 2

Framework: Surveys of today and tomorrow…

2

CATI / CAPI Web IVR Scanners Kiosks PDA SMS

Integrated Survey Data

Mail / Paper

slide-3
SLIDE 3

3

Technology Features that Facilitate Multi-Mode Goal

  • Share databases and lookups across modes
  • Share ‘look and feel’ of the survey interview
  • Apply common business logic regardless of

mode or data collection interface

  • Fully integrate data from any mode or data

collection interface into a centralized database

  • Improved consistency in metadata
slide-4
SLIDE 4

IVR, Web and Paper Characteristics

Characteristics IVR Web Paper

Eligible population:

All persons with phone service All persons with web access All persons

Input:

Aural Visual & Aural Visual

Reading required:

No Yes, with ability to support section 508 Yes

Pace:

Application set Respondent set Respondent set

Access to interviewer:

Directly from application Directly from application External to application

Place of contact:

Anywhere with phone service Anywhere with internet access Depends on delivery method…

Range of question types

Most limited Least limited Somewhere in between

4

slide-5
SLIDE 5

5

Features of IVR Interface

  • Outbound capability as well as inbound
  • User device determines portability, not

dependent on build of application

  • Methods to address confidentiality needs
  • Flexibility in terms of speech or touch tones
  • Provide help options & smart error-handling
  • Very scalable, supports multiple languages
slide-6
SLIDE 6

6

Example IVR

We’ll demonstrate to you

  • Authentication
  • Introduction and Global help
  • Question/Response
  • Confirmation/Correction
  • Completion/Post processing
slide-7
SLIDE 7

7

Features of Web Interfaces

  • User device determines portability
  • Multiple paths (Email link, direct URL

access, through project website, etc.)

  • Methods to address confidentiality needs
  • HTML or fill-able PDF formats
  • Provide help & smart error-handling
  • Very scalable, supports multiple languages
slide-8
SLIDE 8

8

Example Web

We’ll demonstrate to you

  • Authentication
  • General help and information
  • Question/Response
  • Completion/Post processing
slide-9
SLIDE 9

9

Paper and Electronic Paper Interface

  • Low tech
  • Portable
  • Can support measure of pre-filling and

customization

  • Business rules applied without respondent

interaction

  • Supports multiple languages
slide-10
SLIDE 10
  • COTS
  • High volume processing
  • Multi-mode integration
  • Workflow management
  • Image management
  • Centralized or distributed model
  • Structured vs. unstructured
  • Electronic or hardcopy collection

Forms Data Capture Capabilities

10

slide-11
SLIDE 11
  • Out of box interfaces
  • Barcode and Form ID recognition
  • Automated work flow
  • Automatic data extraction
  • Apply business rules

Capture and Verification Capabilities

11

slide-12
SLIDE 12

Data Capture Demonstration

We’ll demonstrate to you

  • Data captured from electronic or

hardcopy forms

  • Paper trail ends at scanner
  • Consistent processing across formats

based on verification instructions and embedded editing

12

slide-13
SLIDE 13
  • Flexible export from the interfaces
  • Survey metadata
  • Links to post processing and

delivery operations

Integrated Database Access

13

slide-14
SLIDE 14

Reporting Example

We’ll demonstrate to you

  • Authentication
  • Custom Analyses
  • Drill-down navigation
  • Filtering
  • Multiple output formats

14

slide-15
SLIDE 15

IVR, Web and Paper in a Multi- Mode Survey

  • Multi-modes survey solutions more

common and likely to increase

  • Select modes for survey based on error

properties, cost – optimize to attain primary

  • bjective
  • IVR, Web and Paper
  • For more information:

WendyHicks@Westat.com

15