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Board of Certification/Accreditation (BOC) Member Engagement Case Study
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BOC Engagement Case Study
Jeff Price, MCP
Board of Certification/Accreditation
Chief Operating Officer
CHALLENGES
Our Challenges
• Outdated Website
– circa 1995
• Handicapped Staff
– policies
– work load
– What’s a KPI?
• Social Media Strategy?
SOLUTIONS
Business Operations
Building Infrastructure
–Cloud ComputingInternet-based computing, whereby shared resources, software, and information are provided to computers and other devices on demand, like the electricity grid.
–Human CapitalThe skills, knowledge, and experience possessed by an individual or population, viewed in terms of their value or cost to an organization.
6
Communications
Strategic and Amplified
– Meeting customers where they are comfortable.
– Giving customers the
message they want.
– “Social media doesn’t exist in a vacuum. Make traditional media and social media work together.”
7
Business Process Review
Streamline
Simplify
Automate
Brand
2009 2010 and 2013
Social
• iMIS– Integrated GoLightly
– Integrated SocialToaster
• Chatter– Trained Staff
• Hootsuite– Created Management
Portal
Key Performance Indicators
11
0
2
4
6
8
10
Track Measure Compare
RESULTS
Total Site Visits
50000
60000
70000
80000
90000
100000
110000
4Q2010 1Q2011 2Q2011 3Q2011 4Q2011 1Q2012 2Q2012 3Q2012 4Q2012 1Q2013 2Q2013 3Q2013 4Q2013 1Q2014 2Q2014
www.bocusa.org my.bocusa.org go.bocusa.org ce.bocusa.org
Top Page Visits
Certification Application Conversions
Begin
305
Create Account
26%
Select Type
Select Exam(s)
Answer Questions
Review Selections
Enter Payment
11%
Final Review
27%
Complete
29%
MyBOC Engagement
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Apply
Pay Fees
Reaccredit
SocialToaster
Find CEUs
Apply Pay Fees Reaccredit SocialToaster Find CEUs
Facility Accreditation 37% 34% 14% 1% 2%
Certification 32% 45% 0% 4% 15%
Facility Accreditation Certification
Social
Outbound Sales Team
2014 Projected
2014 Projected
0
20
40
60
80
100
120
140
1Q 2Q 3Q 4Q
2014 Reassignments 2013 Reassignments 2012 Reassignments
2014 Renewal Call Results
Renewed11%
No Return Call43%
No Valid Contact Info18%
No Longer in the field10%
Deceased1%
Retired3%
With ABC - Not Renewing1%
May Renew Later4%
No Reason Given2%
Promised to Renew Later7%
Other14%
Seamless Operations.Seamless Communication.
Seamless BOC.
Jeff Price, MCP
Chief Operating Officer
