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Sikerült Történetek / Az SHRM javítja a biztonságot a távoli átmenet során

Az SHRM javítja a biztonságot és elégedettséget a távoli átmenetben

Távoli tesztelés vált elengedhetetlenné az Emberi Erőforrások Társasága számára a COVID-19 járvány idején, ezért partnerségre lépett a Prometric céggel azonnali indítás céljából egy hibrid szállítási modell keretében.

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Background

The Society for Human Resource Management (SHRM) is a global professional human resources membership organization. Its mission is to promote the role of human resources and provide education, certification, and networking opportunities to its members. SHRM is also involved in advocacy by working with government policymakers on labor management issues in the US. SHRM has been partnering with Prometric since 2009. This partnership started with the administration of the SHRM student capstone exam until its retirement in 2017, and has since shifted focus to the global delivery of the SHRM certification program. SHRM has leveraged Prometric’s extensive experience in both paper-based (PBT) and computer-based (CBT) testing modalities to provide access to aspiring HR professionals in countries around the world.

Situation

The COVID-19 global pandemic had an immediate and dramatic impact on the SHRM testing program. Soon after the onset of the pandemic in March 2020, Prometric made the difficult, but necessary decision to close its global test center network to limit the transmission of the coronavirus and to preserve the health and well-being of staff and test takers. This action followed regional mandates and then-current advice of leading international public health organizations. As centers incrementally resumed testing, as allowed by local regulations, in many cases, center occupancy remained constrained — impacting appointment availability for SHRM candidates.

To fulfill its mission and support working professionals in advancing their careers through this difficult period, SHRM recognized the urgency to add a remote testing modality for their certification program. To be successful, the remote assessment option would have to provide a comparable experience and outcome to the in-center delivery model — ensuring the security and integrity of the testing experience, as well as making sure that exam content would not be compromised. Additionally, the pandemic simultaneously forced the rapid evolvement of Prometric’s remote assessment platform, ProProctor — creating the need for additional strategic solutions to help launch SHRM’s remote exam program quickly and successfully.

Strategy

At the start of the implementation process, Prometric and SHRM established a cadence of regular meetings to work through the transition process from in-center testing to the ProProctor remote assessment platform. Based on the ideas shared during meetings Prometric team implemented an extended chat feature that allows candidates to chat with the proctor if they face any issues during their exam. This feature, which provides candidates with in-platform support as security measures prohibit them from using their phones during the exam, was utilized for 140,000 chats in the first 11 months of its implementation on the ProProctor platform. Additionally, SHRM requested a digital scratchpad feature that provides content security, while allowing candidates to take notes digitally. With the launch of the digital scratchpad, new security measures were implemented to ensure that candidates could not take any notes on paper — keeping exam content uncompromised. Further, Prometric transitioned the ProProctor platform to a cloud-native platform, which helped increase stability and lower down-time and disconnect rates — further protecting SHRM’s content while enhancing candidate satisfaction.

Of the thousands of examinees who have taken their exams on the ProProctor platform, 95 percent now have uneventful experiences, with only 2.6 percent of candidates experiencing technical setbacks that stopped them from completing their exams without restarting. One other factor that widely contributed to SHRM’s success in implementing the ProProctor remote assessment solution was its communication strategy. SHRM and Prometric worked together to ensure candidates were prepared ahead of time for the high-security standards of remote modality, and that they understood that the security measures would be upheld. The communication strategy also prepared candidates to learn how to convert their homes to a space suitable for remote exams, and clear guidelines provided by Prometric were the key in helping the candidates in their preparation for the exam.

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