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					 Call Center
Data Collection
                       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 Reagan’s 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.
                    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.
                    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.
                     RNC VoIP Survey Program
2007:
• RNC and it’s 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.
The Old Call Centers…
   Survey Application 9 Years
       Progression over




The RNC Survey program runs through the phone
      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
 The surveys also allow for dynamic question
   branching logic. The survey can jump to
 another question or to the end of the survey
depending on which answer choice is selected.
                 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.
Real-Time Monitoring
                           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.

				
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