Analyzing & Reporting on Online Survey Data With Qlik

The U.S. Marshals Service (USMS) Office of Compliance Review (OCR) selected ORI for the second consecutive time for a five-year contract to conduct web-based surveys and provide analysis and reporting for 16 to 21 annual deployments. The Compliance Review Program measures the satisfaction levels of external customers (External Agency Survey) and internal customers (Intra-Agency Survey) as well as the satisfaction levels and “climate” of employees of the Division/District Office being reviewed (Employee Climate Survey). The USMS needed to analyze the results of all surveys, report out on the results within three days of survey close, and have the ability to compare results across regions and over time.

Within one business day, all data is now available in Qlik, with full reporting, exploration, and comparison capabilities.

Challenge

The USMS surveys go out on a regular cadence throughout the year, with two to three surveys deployed simultaneously. The data collection process was streamlined for maximum efficiency but, while USMS had a solution in place to report out on each survey in a consistent format, there was no ability to compare across surveys—whether historically or across districts—or to explore the data beyond what was provided in the report template.

Solution

ORI implemented Qlik to enable USMS to analyze response data in a series of applications and dashboards available to the client, produce static reports for each appropriate USMS district or division and for each appropriate external agency stakeholder, and illustrate the survey results using consistent metrics to allow direct comparison across the different organizational units.

Outcome

Within one business day, all data is now available in Qlik, with full reporting, exploration, and comparison capabilities. In addition to reporting out on the results faster than required after survey close, USMS is able to compare results across surveys, regions, and time periods.