Integrating Multi-modes

IVR, Web, Paper

Prepared for BLS Data Capture Technology Forum

March 18, 2010

Wendy Hicks, Mary Laidlaw, Jane Shepherd, Mark Friedman

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Framework: Surveys of today and tomorrow...

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CATI / CAPI

Web

IVR

Scanners

Kiosks

PDA 

SMS Integrated 

Survey 

Data

Mail / Paper
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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
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

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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
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Example IVR

We’ll demonstrate to you

• Authentication

• Introduction and Global help

• Question/Response

• Confirmation/Correction

• Completion/Post processing
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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
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Example Web

We’ll demonstrate to you

• Authentication

• General help and information

• Question/Response

• Completion/Post processing
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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
• 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

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• Out of box interfaces

• Barcode and Form ID recognition

• Automated work flow

• Automatic data extraction

• Apply business rules

Capture and Verification 

Capabilities

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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

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• Flexible export from the interfaces

• Survey metadata

• Links to post processing and

delivery operations

Integrated Database Access

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Reporting Example

We’ll demonstrate to you

• Authentication

• Custom Analyses

• Drill-down navigation

• Filtering

• Multiple output formats

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IVR, Web and Paper in a MultiMode Survey

• Multi-modes survey solutions more 

common and likely to increase

• Select modes for survey based on error 

properties, cost – optimize to attain primary 

objective

• IVR, Web and Paper 

• For more information: 

WendyHicks@Westat.com

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