Key Features of Computer-Assisted Telephone Interview in Singapore Census Asia-Pacific Regional Workshop on the Use of Technology in Population and

Transcription

1 Key Features of Computer-Assisted Telephone Interview in Singapore Census Asia-Pacific Regional Workshop on the Use of Technology in Population and Housing Censuses Bangkok, Thailand, January 2018

2 Recap: Approach for Census 2010 Tri-Modal Submission Internet Self-Enumeration Telephone Interview through the Census Hotline using Computer- Assisted Telephone Interview (CATI) Face-to-face interview with field interviewers using Ultra Mobile Personal Computers (UMPCs) 2

3 Recap: Shifts in Use of Submission Modes Internet Telephone Face-face interviews Per Cent Census 2000 GHS 2005 Census 2010

4 Benefits of the Call Centre For the Respondents Provide returns over the phone with the assistance of telephone interviewers. Accessible. This was particularly useful for respondents who were illiterate/ had no internet connection. For the Department Increased response rate by contacting households who did not complete their returns via Internet by a stipulated date. Improved data quality as clarifications can be made with respondents immediately when flagged out by validation rules. Besides being a mode of data collection, the Call Centre also plays a critical role in supporting the Internet enumeration and as a channel for feedback from respondents. 4

5 About the Call Centre Computer-Assisted Telephone Interview Operating hours from 9am to 10.30pm daily, including weekends and public holidays, for the convenience of respondents The Hotline managed calls: Inbound and outbound for immediate telephone interviews General Enquiries related to the Census Requests for Appointment for face-to-face interviews Provided support for Internet respondents 5

6 Key Features: Automatic Outbound Dialler - Automated dialing system searched through telephone numbers from list of available records and made calls - Calls were routed to available call centre operators randomly - Mode indicator prompt distinguished whether call was an inbound/outbound/appointment call 6

7 Key Features: Softphone Toolbar - Softphone toolbar allows CATI operators to access call features on the screen - House reference no, call number and call statuses (waiting for call/on call/hang up) are displayed Toolbar for call features Call status and details 7

8 Key Features: Softphone Toolbar - Softphone toolbar is integrated with the system to facilitate enumeration 8

9 Key Features: Administrative Functions Summary Screen Administrative summary screen showed details of house record such as: House status (incomplete/submitted) Registration details (e.g. name and date of issue of first registrant) Internet submission due date Mode of survey and submission date Whether account had been locked due to invalid registration 9

10 Key Features: Administrative Functions Summary Screen 10

11 Key Features: Request for Notification Letter Request for notification letter could be made through the system This request would be sent to the office to generate notification letters to respondents 11

12 Key Features: Request for Notification Letter New window will prompt for contact details and reason for resend Click on Notification button 12

13 Key Features: Appointment Function Operators were able to make appointments through the system System would dial out to the households based on the appointment date, appointment time and contact number entered earlier 13

14 Key Features: Appointment Function Click on Appointment link New window will prompt for appointment details 14

15 Key Features: Vacant House Submission/Fieldwork Summary Vacant House Submission Operators were able to submit the house record as vacant, if declared by the respondent. Fieldwork Summary When a record had been handed over to the field team, any following updates made at CATI would be reflected in the fieldwork summary screen Screens with updates were displayed as hyperlinks This enabled operators to inform field interviewers on the item updates 15

16 Thank You Our Vision A National Statistical System of Quality, Integrity and Expertise Our Mission We provide Reliable, Relevant and Timely Statistics to support Singapore's Social and Economic Development 16