MDAC has also successfully provided inbound and outbound call center services to many clients including the U.S. General Accountability Office (GAO), Internal Revenue Service, U.S. Department of Veterans Affairs, state and local agencies, and health care providers. There are many projects where call center services are incorporated in the research and evaluation projects executed for our clients. In the Healthcare practice area, “Improving Health Outcomes” and “Improving the Retention of Health Plan Members” are examples of two projects that included inbound/outbound call center services. Depending on the lead time, for operations requiring more than 100 agents, we may utilize a call center partner that employs the same omni-channel platform. 

Example Inbound and Outbound Call Center Services:

• Adult and Pediatric Health Risk Assessments
• Application Filings
• Appointment Setting
• License/Registration Processing
• Omni-Channel support for voice, email, chat, SMS, instant messaging, mobile app and IVR.
• Payment Reminder Calls
• Quality Control/Verification Calls
• Renewals
• Satisfaction Assessments

Professional Licensing Services

Summary: The Illinois Department of Financial and Professional Regulation (IDFPR) provides professional licensing for anyone required to be licensed to do business in the State of Illinois. MDAC provides customer service to IDFPR constituents.

Process: The great majority of the calls are related to license renewals, license requirements, the administrative process of licensing, etc.  We also handle their complaint line regarding their services or staff.

• Tier One: Typically checking status of a renewal or general FAQ’s
• Tier Two: Requires research regarding a question
• Tier Three: Checking individual status of renewal and missing documentation.  Much of this research is done by accessing State database systems.  In some cases, the team collaborates with IDFPR staff

Results: Key Performance Indicators (KPIs) achieved into alignment and increased satisfaction levels.

Temporary Answering Services Support

Summary: The National Urban League headquarters office needed answering service support during Hurricane Sandy. MDAC telephone representatives provided the telephone support required.

Process: National Urban League calls were forwarded to MDAC telephone numbers. A MDAC live representative staffed the lines from 9:00 am to 5:00 pm EDT from Monday through Friday.  Between the hours of 5:00 pm and 9:00 am EDT callers were routed to an IVR.

Results: The National Urban League was able to seamlessly receive and respond to all calls during a major emergency

Telephone Follow-Up Calls

Summary: The U.S. General Accounting Office (GAO) engaged in a 5-year contract with MDAC to provide telephone follow-up services and e-mail transmissions for a multitude of projects requiring contact with businesses, school principals and administrative staff, and local election administrators

Process: Generally, the projects included some or all the following tasks:

• Training MDAC representatives to administer a script
• Obtaining contact information
• Respond to frequently asked questions (FAQs) using responses provided by GAO and real-time problem reporting
• Daily updates
• Refer requests for additional time or more detailed questions to GAO contacts and inform GAO contacts of such referrals daily
• Track the inbound/outbound calls made, responses of non-respondents’, and GAO action required
• Update databases with tracking information and contact results

Results: The projects and required deliverables were successfully completed.

The following are example deliverables:

• An individual-level dataset for all contacts that contains original as well as updated contact information
• Documentation of methods: Information about the methods including documentation of the administration methods, training of representatives, introductory statements to contacts and call back procedures
• Final dispositions and/or Key Performance Indicators

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MDAC combines expertise in data collection and analysis with leading-edge methodological approaches. We have competency in a full range of quantitative and qualitative data-gathering methodologies, including online. Our standard approach is to first understand our clients’ unique business objectives, then create a study design to with elements perhaps not previously considered, and then provide analysis necessary to facilitate the development of the most appropriate strategies, tactics and/or actions to improve outcomes.

We specialize in reaching underserved segments of the population that are frequently left out of many research and analysis projects.  These include low socioeconomic groups, communities with high concentrations of individuals with English as a second language, and individuals with disabilities. In addition, we have developed a strong reputation of success with low-incidence studies, innovative technologies, and also achieving high response rates (50% and above).

Full Service Capabilities

• Qualitative Research
• Quantitative Research
• Study Design
• Training Webinars
• Sample Development
• Survey Instrument Development and Testing
• Data Collection
• Weighting and Imputation
• Advanced Statistical Analysis
• Modeling
• Report Development
• Presentations and Consulting

Types of Research Studies

• Brand Trackers/ATUs
• Customer Satisfaction
• Customer Segmentation
• Discrete Choice Models
• Employee Surveys
• Focus Groups
• Marketing/Communication Campaign Assessments (pre/post)
• Messaging Research
• New Product/Service Evaluations
• Product Positioning Studies
• Segmentation Studies
• Usability Studies

Data Collection

• Cognitive Interviews
• Demonstration Studies
• Landline and Cell Phone Surveys
• Mail Surveys
• Online Surveys
• Mixed-Mode Data Collection
• Focus Groups
• In-depth Interviews
• Ethnographies
• Research Diaries

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As a first step, we are often presented with a research question or hypothesis. Sometimes this is driven by the existing research on a particular social science issue, or the lack of existing research.

Our second step is to determine the design of the empirical research exercise or research study. In some cases, the research design is generated by the client, but in other cases our expert survey methodologists propose an effective design as part of our proposal.

Our third step is a translation of the research findings, once obtained, into useful information for our client. We carefully analyze and report on how our research findings may influence and impact policy and practice within the context of the original research question and hypothesis.

Our full-service capabilities in the area of social science research include the following:

• Literature Review
• Expert Panel
• Institutional Review Board (IRB) Submission
• Descriptive Research
• Experimental Research
• Correlational Research
• Longitudinal Studies
• Program Demonstrations
• Quantitative and Qualitative Analysis
• Research Findings Reports
• Technical Reports
• Policy Briefs
• Expert Testimony

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The M. Davis and Company, Inc. team is well-suited to assist federal agencies as well as other organizations in meeting these new mandates. We have extensive experience working with clients to develop, implement, and assess appropriate and cost-effective evaluation designs to best determine project outcomes and impact. Our focus is on providing practical recommendations based on a holistic view incorporating all stakeholders. Given MDAC’s ability to conduct a broad range of research using a multitude of data collection methodologies, we are able to offer our clients a complete set of methodologies and approaches to best assess project and program success.

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In the Planning area, MDAC’s primary focus is on Transportation and Housing related issues. The issues studied include urban mass transit, transportation management, land use, travel forecasting, airport passenger services, private sector involvement in transportation, ride sharing, transit oriented economic development, energy constraints on transportation, ferry ridership, railroad operations, environmental impacts, community impacts, parking, and community planning. We have also developed and implemented public information and educational campaigns based on findings from the research conducted.

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Our team of senior statisticians is comfortable with a range of analyses and techniques, including but not limited to:

• Regression Analysis (including multiple regression, logistic regression, moderation, and mediation)
• General Linear Modeling
• Means Comparison (ex: ANOVA, MANOVA, MANCOVA)
• Structural Equation Modeling and Path Analysis
• Nonparametric Methods
• Non-Response Bias Analysis
• Cluster Analysis
• Principal Components and Factor Analysis
• Machine Learning, Artificial Intelligence, and Neural Nets
• Multidimensional Scaling
• Time Series Analyses
• Survival Analysis including Cox Regression and Kaplan-Meier Analysis
• Perceptual Mapping
• Panel Analysis
• Proximity Analysis

We use a variety of statistical packages to analyze our clients’ data, including R, SAS, and SPSS. We are also equipped to develop and deploy dashboards and custom report modules to provide a discrete group of decision-makers with visibility into the important research results, organized and presented to facilitate effective decision-making.

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We assemble project teams with the requisite capability and capacity not just to meet the requirements of the prescribed tasks, but also to exceed them. The depth and breadth of market research knowledge, expertise and experience we assemble is to ensure that if one of the team members is not available to complete a specific task, other equally qualified team members will be available. This depth and breadth of talent also enables our team to undertake multiple tasks concurrently, where possible. We believe this is one key reason we have been able to achieve the timely completion of deliverables consistently, per our clients’ specification, and to mitigate issues and risks as they arise.

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