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Florida DBPRBureau of Education and
Testing
INSTRUCTOR SEMINAR
Tom MagallanesExecutive DirectorBusiness Development
Ralph SteelProgram Manager
23 June 20161Illinois Insurance Annual Business Review
Illinois.govImage by Photographer’s Name (Credit in white type)
Agenda
• Partnership between Pearson VUE and FLDBPR
• Military Channel Testing
• The Candidate journey and experience
• Operations and Service Levels
• Reporting
• Questions and Discussion
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Pearson VUE delivers …
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Pearson VUE State of Florida Presence & Experience
Departments of… Business & Professional Regulation (DBPR)
Department of Financial Services (DFS)
Department of Law Enforcement (DLE)
• Established robust test center channel Twenty-one owned & operated test centers
Proven; reliable professional test center staff
Equipment refresh every 3-5 years
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Pearson VUE State of Florida regulatory experience (continued)
Florida State Board National Business Partner
State Board of Nursing National Council State Boards of Nursing
State Board of Pharmacy National Association of Boards of Pharmacy
Board of Social Worker Examiners Association of Social Work Boards
Department of Education In partnership w Evaluation Systems of Pearson
Institutions of Higher Education(Colorado MBA Candidates) Graduate Management Admissions Council
Note: Florida residents seeking certification credential in multiple professional disciplines. For example: Medical specialties in a variety of fields; inventory control; payroll; etc. utilize Pearson VUE test center network.
Partnership with FLDBPR
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• Relationship began in 1998
• Together we have weathered the many challenges presented to the real estate market
• Scope of services:- Call center reservations- Real-time on-line reservations- CBT examination delivery services- Fingerprinting services- Reporting services- Exam challenges
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Manage Your ProgramWeb services, scheduling on a computer or mobile device
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Registration mobile friendly end to end
Smart search to find a test program
Mobile-Friendly
Supporting service members where they serve
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Okinawa, Japan
Hickam AFB Pearl Harbor
Camp Prosperity, Iraq
FOB Sharana Afghanistan
USS Abraham Lincoln
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Testing at Military Sites - 2016
The Candidate Journey
The Candidate Experience
Applications and Authorizations ID
Course Completion Certificates
Cancellations and Reschedules
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• Exams to be cancelled or rescheduled 2 days in advance or the candidate will forfeit their exam fee
• Excused absences documentation to be submitted to Pearson. Absences:
• Illness of the candidate or a member of the candidate’s immediate family
• Death in the immediate family
• Disabling traffic accident• Court appearance or jury
duty• Military duty• Weather emergency
• Candidates must bring TWO (2) FORMS OF IDENTIFICATION.
• The first should be a current and unexpired form of ID with a government-issued photograph (driver’s license, passport, or state ID)
• The second can be an unexpired credit or debit card with a signature
• Candidates must bring a COPY of their course completion certificate each time they test.
• The certificate copies are retained by the test center staff and submitted to BET
• Test Administrators will NOT accept transcripts in lieu of school certificates.
• School certificates are good for 2 years OR the candidate must provide an exemption letter.
• Attorneys are not required to present a Course Completion Certificate for their Sales Associate license because they are exempt from pre-license education, they are required to present their valid Florida Bar card. The bar card only waives the pre-license education for Sales.
• Candidates will receive an Authorization to Test letter (ATT).
• The candidate can then schedule their test
Candidate matters
Florida Test Center hours extended Exam Breaks
Reporting Incidents
Candidate engagement
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• Look at Incidents as a means of establishing the service level provided.
2015• 0.21% Incidents that
impact negative either caused by candidates or Pearson VUE over a candidate testing volume of 70,879 tests delivered – 148 incidents fall into this category.
• Expectation is that 2016 will see a reduction
• 30-minute scheduled break in Residential and Certified General Appraiser exam. No scheduled breaks are built into any other FL DBPR Real Estate &Appraiser exams.
• During scheduled breaks, candidates may access personal items except
• mobile phones, exam notes, and study guides.
• During unscheduled breaks, candidates may only access medication and food. Candidates may not access electronic devices, notes, or study guides.
• In 2015 there were a number of issues raised regarding capacity.
• We addressed this by extending test center opening hours and adding additional testing days.
• Pearson VUE has a capacity escalation procedure 10am – 3pm
• Taken candidate survey information from May 2016
• Next slide will give direct candidate feedback.
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Candidate Survey – May 2016Ease of Reservations
Availability of Scheduling
Ease of Location
Testing Environment
Staff helpfulness
Method of Registration
Ease of Testing System
Check in efficiency
Testing worked well
Overall satisfaction
Source pre-licensing
Obtain qualifying education
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Volume Comparisons
2013 2014 2015 2016Volume 22,891 29,833 33,128 35,247
22,891
29,833
33,12835,247
January – 27 June Examinations Administered
Any Questions?
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