Strategy
To ensure a smooth transition and continuity from contract signing to the implementation of Virginia Insurance’s exam program, Prometric held kick-off meetings to facilitate introductions with Virginia Insurance’s seasoned Prometric implementation manager and account team, who offer key strategic and operational support; walk through the implementation roadmap and contract requirements; establish a cadence and format for project meetings, including major tasks to complete, dates, and owners; and better understand current client processes and the program. Once project meetings could no longer occur in person, the Bureau and Prometric leveraged Microsoft Teams and video to host virtual, ongoing touchpoints, which kept the timeline on track and helped build on the partnership foundation.
To implement the exam content portion of the Bureau’s program, the implementation manager and account team facilitated meetings with Prometric’s test development and publishing teams to submit a schedule request based on the number of exams and first exam administration date, and create a test requirements document with the Bureau for their content and non-content items. Due to the pandemic, the in-person exam review workshop was cancelled, resulting in a two-week delay as virtual sessions were planned and participants were notified to accommodate publishing timelines and committed go-live data. From a test delivery standpoint, Prometric and the Bureau worked together to understand candidate flow and experience to set up registration and scheduling, create all internal and external communications to necessary stakeholders and candidates, and establish self-serve reporting capabilities.
With uncertainty around when Prometric test centers could reopen and recognizing the impact that the unforeseen events of the past few months would have on the ability of test takers to sit for exams and to pursue a career in the insurance industry, Prometric and the Bureau acted swiftly to also incorporate ProProctor™, Prometric’s remote proctoring solution, to the services being implemented for the program. This enhancement to their delivery solution, which leverages the same software solution as in-center testing to provide all candidates with the same user experience across the testing lifecycle, was made without impact to the original timeline of the implementation or without additional cost to the Bureau or Virginia insurance license candidates.
Prior to the first test administration day, Prometric worked with the Bureau to monitor candidate registration, including what test centers were able to resume operations during the pandemic; how many candidates were scheduled for in-center testing versus remote assessment; and any candidate scheduling issues or concerns. Prometric also identified additional seats over time to add to the markets where insurance licensing candidates could test—providing greater testing access.
