1. Florida DBPR Bureau of Education and Testing INSTRUCTOR SEMINAR Tom Magallanes Executive Director Business Development Ralph Steel Program Manager 23 June 2016 1 Illinois Insurance Annual Business Review Illinois.gov Image by Photographer’s Name (Credit in white type)

2. Agenda Partnership between Pearson VUE and FLDBPR Military Channel Testing The Candidate journey and experience Operations and Service Levels Reporting Questions and Discussion 2 FLDBPR Instructor Seminar 2016

3. 3 Pearson VUE delivers …

4. 4 FLDBPR Instructor Seminar 2016 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

5. 5 FLDBPR Instructor Seminar 2016 Pearson VUE State of Florida regulatory experience (continued) Florida State Board National Business Partner State Board of NursingNational Council State Boards of Nursing State Board of PharmacyNational 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.

6. Partnership with FLDBPR 6 FLDBPR Instructor Seminar 2016 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

7. 7 FLDBPR Instructor Seminar 2016 Manage Your Program Web services, scheduling on a computer or mobile device

8. 8 FLDBPR Instructor Seminar 2016 Registration  mobile friendly end to end Smart search to find a test program Mobile-Friendly

9. Supporting service members where they serve 9 FLDBPR Instructor Seminar 2016 Okinawa, Japan Hickam AFB Pearl Harbor Camp Prosperity, Iraq FOB Sharana Afghanistan USS Abraham Lincoln

10. 10 FLDBPR Instructor Seminar 2016 Testing at Military Sites - 2016

11. The Candidate Journey

12. The Candidate Experience Applications and AuthorizationsID Course Completion Certificates Cancellations and Reschedules 1 2 3 4 12 FLDBPR Instructor Seminar 2016 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

13. Candidate matters Florida Test Center hours extended Exam Breaks Reporting Incidents Candidate engagement 12 3 4 13 FLDBPR Instructor Seminar 2016 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.

14. 14 FLDBPR Instructor Seminar 2016 Candidate Survey – May 2016 Ease 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

15. 15 FLDBPR Instructor Seminar 2016 Volume Comparisons

16. Any Questions?