The Knowledge Services Survey Management Solution provides a streamlined end-to-end project management solution to help state and local governments efficiently collect and analyze citizen data, ensuring data-driven decision-making. The following best practices for the administration and collection of surveys bring efficiency to the survey process while also providing the highest level of data integrity for our clients.
Utilize an Efficient Data Management System for Secure Record Keeping
To effectively administer a survey and collect meaningful results, it is crucial to understand the importance of securing participants’ sensitive information. Knowledge Services uses dotStaff, our proprietary Vendor Management System, to support many critical aspects of survey administration, including scheduling interviews and tracking respondent consent. Utilizing a cloud-based solution such as dotStaff, which has obtained industry-leading security certifications like FedRAMP Ready and StateRAMP Ready statuses, builds credibility with clients. This instills confidence in clients over the protection of participants’ personal information. For instance, we use Microsoft Azure Commercial Cloud, a trusted and highly secure PaaS and IaaS solution that is widely used by government agencies. Following recommended data collection practices and securing survey administration systems establish a solid foundation for long-term survey success.
Center Your Project Management on Service
When conducting surveys and collecting significant data, it is important to be mindful of the human aspect, particularly when working with vulnerable populations. Keeping participants’ well-being at heart while adhering to all regulations and laws for complete compliance is a critical survey best practice.
Knowledge Services delivers tailored survey administration and collection solutions while centered on our customers’ complete satisfaction. To ensure a streamlined survey process, it’s essential to establish a close partnership between the project manager and the survey management team. Knowledge Services strengthens these partnerships through regular group meetings with the project manager to discuss overall project metrics and celebrate daily successes.
A successful survey management partner like Knowledge Services balances individual survey mandates with client goals and participants’ best interests. In every survey administration and data collection project we support, Knowledge Services seeks to understand our client’s goals, to comply with all necessary aspects of specific surveys, including the NCI-AD and NCI-IDD, and to ensure survey takers benefit from a positive, productive survey experience.
Establish Proper Training Protocols for Your Team
We train our team to focus on both the human component of our solution and the technical aspects of performing the survey. The company conducting your survey management initiative should provide training and development opportunities for the following skillsets:
Soft Skills & Time Management
Refining soft skills and time management allows your team to communicate respectfully and effectively with participants from all walks of life. As interviewers may interact with individuals in vulnerable populations, Knowledge Services trains survey interviewers to identify unsuitable living conditions or cases of neglect and report them appropriately. The interviewer needs to remain focused and attentive, especially during in-person surveys, to ensure the safety of participants.
Training Protocols
To ensure consistency and preparedness, different practices should be set in place for new and returning interviewers, including initial and refresher training, role-playing sessions, and effective technology training for streamlined processes. Empathy should be emphasized in training, as this helps to make the participant more comfortable with the process and feel at ease with the person they are allowing into their personal space.
Cross-training has resulted from the pandemic as the desire for virtual interviews has skyrocketed. Overall, effective training equips surveyors and staff with the necessary skills to conduct surveys with empathy, respect, and dignity for the participants.
Define the Survey Management Methodology
Discussing policies and procedures for a survey before administration and data collection begins, ensures everyone is compliant and aware of the standards. This can include survey administration, methodology, and confidentiality practices. Although similar, individual surveys vary based on state capture requests. These surveys are conducted annually through various methods including phone, video, and in-person. Due to COVID-19, virtual interviews have been common, but in-person surveys are preferred, enabling mandated reporting when necessary. Discussing the survey management methodology in depth with all relevant stakeholders before the project begins is a critical step in collecting compelling, accurate data.
Analyzing & Reporting Results
By using dotStaff to support many aspects of survey administration, Knowledge Services reports exactly how many surveys are completed each week, or at any interval requested by the client. This ensures the project is on track, milestones are met, and deliverables are submitted within specified timelines. Some important metrics to track are:
- Status of hiring surveyors
- Number of interviews scheduled
- Names of participants and/or legal guardians who refused to participate in the survey and the reason for their refusal
- Names of participants who did not respond to phone calls, emails, or written notice to schedule an interview
- Barriers or constraints to meeting benchmarks and timelines, and the actions taken to address and resolve these issues
If response rates indicate the same size is not sufficient to complete the number of surveys requested, Knowledge Services will provide an update on response rate data and work alongside our client to evaluate additional options to complete the number of surveys requested. As surveys are being completed, it is not uncommon to come across outdated personal information from participants, such as address or name changes, or former participants passing away. Collecting this data and reporting it back to the client ensures data accuracy. The data provided can enable data-driven decision-making, such as reallocating funds based on demographic feedback. By reviewing survey feedback with the client, Knowledge Services helps identify areas of improvement, growth, and necessary changes. This is an added benefit for survey clients as it allows for the implementation of best practices.
Knowledge Services’ Survey Management Solution utilizes efficient data management systems, proper training protocols, and a service-centered project management approach. This streamlines the survey process and ensures compliance with all applicable regulations and laws. The comprehensive process provided helps state and local governments make informed decisions that enhance the lives of their citizens.
