A1261234809oIRZd

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Call Center Data Collection
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Political Voter Contact

• Political campaigns rely upon voter contact to
  help find, ID, motivate, and turnout individuals
  to the polls on Election Day.
• Campaigns have always relied on person-to-person
  contact to be able to connect with a voter.
• Ronald Reagans campaign for governor in 1966
• helped start to modernize campaign voter
  contact
• efforts.
• The natural progression and cost improvements
  led campaigns to start more phone and
  door-to-door campaign voter contact efforts.

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Evolution of Voter Contact

• 1990s - 2000
• The 90s and early 2000 campaign cycle saw many
  states without a centralized data collection
  effort for voter data or voter contact
  information. Information would be handled
  locally on a county/town level with some states
  having a statewide, central effort. Most data
  kept in unsophisticated databases
• 2001-2002
• This mid-term election cycle, the Republican
  National Committee (RNC) developed a centralized,
  web-based, system called Voter Vault to help
  state organizations, candidates, and local
  volunteers manage voter data and contact
  information. 16 states participated in the use
  of this system.
• Voter contact information had to be kept off-line
  still.
• 2003
• The RNC developed a sophisticated survey program
  for creating, keeping, and storing voter
  contact/survey information. This information was
  brought back into Voter Vault via Excel and
  Access database programmatic ingestions from
  local computers.

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Streamlining Data Captures

• 2004
• Nearly all 50 states signed aboard in the use of
  the Voter Vault application suite and it was the
  first presidential election cycle for its use.
  Over five million voter contact points were able
  to be collected through the survey program, which
  was solely dependent on Excel/Access data entry
  methods.
• 2005
• The RNC developed tools to allow for easier data
  capturing efforts through a bubble scan/OCR
  technology software/hardware component.
• 2006
• The RNC relied heavily on the bubble scanning
  effort, deploying hundreds of scanners across the
  country to alleviate the data entry needs, making
  it easier for more data collection.
• RNC also started exploring in the use of VoIP in
  call centers as a potential cost-savings measure
  in five states.

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RNC VoIP Survey Program

• 2007
• RNC and its service providers, Grandstream
  Networks SmarTech Corp, met to discuss the idea
  of putting a data collection component on an XML
  capable device.
• The RNC found there was no commercially viable
  component to be able to accomplish this, so it
  was decided that it would be a good, long-term
  investment to have it developed.
• The VoIP system that was constructed, allowed
  for offices installed with T1 circuits capable of
  supporting 40-45 outbound phones through SIP
  Trunking.
• We were able to develop an XML application that
  resided on an application server that the phones
  were able to access remotely.

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The Old Call Centers
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Survey Application
Progression over 9 Years
The RNC Survey program runs through the phone
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Progression over 9 Years
The survey program then shows which record they
are going to call. They press Dial to call the
voters, and then START to begin the survey
program
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The surveys also allow for dynamic
questionbranching logic. The survey can jump to
another question or to the end of the survey
depending on which answer choice is selected.
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Real-Time Data Capturing

• The phone based survey application allowed us to
  capture each calls information in a real-time
  environment.
• The data, immediately after the call, was pushed
  back to the RNC central database for immediate
  use inside the Voter Vault application.
• This type of environment allowed for constant
  and up-to-date analysis of survey efforts that
  were happening in the field around the country.
• Each call captured at least one and as many as
  11 pieces of information.
• Little or no training was required to get
  volunteers, of all backgrounds and technical
  proficiency, up and running on using the phones.

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Real-Time Monitoring
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Systemwide Benefits

• There were over 6,000 phones
• deployed over 229 locations nationwide.
• Our system allowed us to make
• over 20 million survey data
• collection calls over the course of
• five months.
• The system-designed allowed for thousands of
  dollars in operational savings on a monthly basis

• The system allowed callers to leave over
• 13 million pre-recorded VoiceMail
• messages for voters not home.
• In one 24 hour period, centers made over 1.7
  million calls.
• Resulting in over 26 million data points captured
  all through a low-cost VoIP phone device.