Research on the Use of Telephone and Internet for the 2010 Census

2003 National Census Test (NCT)

[Overview]{.underline}

The 2003 NCT included a goal of understanding the impact of offering
telephone, through use of a speech-enabled Interactive Voice Response
(IVR), and Internet as options to the paper questionnaire for providing
census information. The 2003 NCT tested variations in timing and
invitation messages for notifying respondents of the electronic mode
options. One strategy involved inclusion of the invitiation to use
either of the electronic modes on the original paper questionnaire
mailed to respondents. Another strategy provided respondents with only
the electronic modes as an option, instead of mailing them an initial
paper questionnaire. The 2003 NCT also tested new strategies for
contacting respondents, such as use of an automated telephone call in
place of mailing a postcard to remind respondents to complete their
census questionnaire.

### Results

-   Providing a choice of response to the census by using telephone-IVR
    and Internet as a supplement to the paper questionnaire resulted in
    consistent cooperation rates as providing only a paper questionnaire
    for response. This result further validates our previous testing
    that found providing alternate response modes, in addition to paper,
    neither increases nor decreases our cooperation rate. We are
    continuing our research and testing of these technologies to
    determine the appropriate functions and best implementation strategy
    for their use in the 2010 census.

-   People who were only offered an electronic response mode
    (telephone-IVR only or telephone-IVR and Internet) responded at a
    lower rate than those people who had the option of using a paper
    questionnaire. Given this lower cooperation rate, the Census Bureau
    does not plan to pursue use of electronic-only response options for
    the 2010 census. That is, the Census Bureau plans to provide
    respondents with a paper questionnaire, with any electronic options
    implemented solely as a supplement.

-   The item nonresponse rates for the Internet returns were
    significantly lower than those for the paper returns for almost all
    data items. This result points out a benefit of electronic response
    options, which can include built-in edits that provide immediate
    feedback to the respondent about missing or out-of-range
    information. This type of edit could improve data quality in
    comparison to a paper questionnaire.

-   A replacement questionnaire mailing targeted only to residential
    addresses for which we had not received a mail return significantly
    increased cooperation rates over not mailing a replacement
    questionnaire. Our future testing is focused on gaining an
    understanding of the logistical, technical, and operational issues
    associated with this type of targeted mailing on a national scale.

-   Use of electronic response options significantly reduced the amount
    of time required for the Census Bureau to receive census data for
    households in comparison to the return of a paper questionnaire
    through the mail. The more electronic responses received, the more
    effective and efficient our identification of households for
    inclusion in the mailing of replacement questionnaires or conducting
    personal visit follow ups to obtain completed interviews.

-   The use of an automated reminder telephone call resulted in higher
    cooperation rates compared to using a reminder postcard. However,
    due to some limitations of this test design, the Census Bureau will
    conduct additional research to gain a better understanding of the
    actual amount of increase in cooperation rates that we could expect
    from this option, including determining whether to use it as a
    supplement to or a replacement for the reminder postcard.

## Post 2003 NCT decision regarding use of IVR for data collection

The Census Bureau conducted research and testing related to using a
speech-enabled IVR for collection of short-form census data, however, we
decided not to use this technology for this purpose for the 2010 census.
We still plan to use speech-enabled IVR to provide other services for
purposes of expediting resolution of callers' requests and to minimize
the requirements for live agent involvement.

# 2004 Overseas Enumeration Test -- Internet

Following the results of our 2003 NCT, we had an opportunity to improve
our Internet application for short-form data collection in preparation
for the 2004 Overseas Enumeration Test (OET). Based on our experience
with the 2003 NCT, we made the following improvements to the 2004 OET
Internet application:

1.  Use of enhanced navigation with tabs horizontally across the top.

2.  Improved messaging associated with potential errors identified by
    the automated edits to provide more information to the user.

3.  Additional help text to improve usablity.

Usability testing of the OET Internet application indicates that the
above changes improved usability, but we identified additional issues
for consideration in future application development and testing.

# 2005 National Census Test 

# 

# Research questions for the 2005 National Census Test (NCT) include:

# Number range CHAPTERCan we implement a scalable replacement mailing strategy that targets non-responding households, given realistic 2010 workloads and schedule requirements?

# Number range CHAPTERWhat is the impact of providing a letter offering the Internet response option, in lieu of providing a paper replacement mailing targeted to non-responding households, to response and the speed of returns?

# Number range CHAPTERWhat design changes to the Internet data collection system will increase its usability while yielding quality data? (The design changes we plan to test include the presentation of questions using different organizational approaches to facilitate the respondent's understanding of each question, while also minimizing the amount of time required to provide his or her census information.)

# 2006 Census Test

Examples of preliminary plans under consideration for the 2006 Census
Test include:

1.  A speech-enabled IVR application in English and Spanish for
    Telephone Questionnaire Assistance (TQA). The TQA program includes
    assisting respondents with frequently asked questions, form specific
    questions, general questions about the 2006 Census Test, and
    collecting information necessary to process requests for census
    questionnaires and/or language guides.

2.  An Internet application in English and Spanish for Internet
    Questionnaire Assistance (IQA). The IQA will provide similar
    assistance as the TQA program.

3.  An agent desktop system modified from the IQA application to
    facilitate telephone agents ability to provide TQA for IVR rollover
    cases. The agent desktop system will have the cabability to capture
    short-form data from respondents who want to respond to the the
    census via telephone.

4.  An Internet application in English and Spanish to collect short-form
    data utilizing a topic-based design.