Pearson, a global pioneer in education and testing platforms, collaborated with HCLTech to revolutionize the future of testing standards. We built a learning ecosystem of innovation, security and unmatched reliability. Known for their presence in the education landscape, Pearson operates a vast network of test centers, collaborating with organizations across various sectors worldwide.
Their mission is to empower professionals who play a significant role in safeguarding and advancing communities globally through high-stakes examinations.
Their test centers across multiple locations are known for their commitment to providing a secure and standardized test center environment, delivering high-quality services and ensuring dependability.
Pearson sought HCLTech's assistance in transforming their certification and test center efficacy based on our IT and infrastructural capabilities, operational stability measures, robust governance frameworks, cloud solutions and strategic acumen.
The Challenge
Implementing secure governance protocols for test center management
Pearson confronted several operational hurdles that hindered their test center processes:
- Timeline adherence: New-age test centers were not ready for deployment within the desired timeline of execution
- Fraudulent certifications: Pearson encountered repetitive issues with fraudulent certifications being obtained through unfair practices, specifically with the use of proxy testers
- Test center closures and shutdowns: Operational challenges including power failures and unreliable internet connectivity caused unplanned disruptions and center shutdowns
- Last-minute examination cancellations: Resulted in unused seats and wasted resources
- Governance and management frameworks: Pearson also required robust improvements in governance and management frameworks
The Objective
Reinventing Pearson’s test center experience protocols
In an effort to overcome their challenges, Pearson joined forces with HCLTech to revolutionize their test centers.
They requested assistance revamping their test management efficiency, customer support operations, remote proctoring, full-proof security measures and seamless candidate screening.
We aimed to enhance their infrastructural and operational strength through application modernization, digital engineering strategies, a committed team of high-tech experts and state-of-the-art security solutions to redefine test center efficiency.
The Solution
Strategic deployment and technological upgrades
HCLTech collaborated with Pearson to derive the following solutions:
- Center modernization: Utilizing our digital engineering skills and transformation expertise, we modernized Pearson’s test centers to enhance their overall operational capabilities
- Governance reinforcement: Strengthening management and governance processes to streamline operations and enable strict adherence to Pearson quality standards leading to 'zero proxies’, reassuring their testing standards, ensuring a brighter, more credible future for professionals worldwide
- Verification protocols: We ensured full-proof certification credibility with rigorous background verification protocols, earning 14 out of 15 'excellent/good' ratings from secret shoppers during audits
- Resource cross-utilization: Maximizing resources between test centers to optimize resource allocation and address support requirements
The Impact
Transforming Pearson’s test center efficiency
The implementation of these solutions had a significant impact on Pearson’s test centers.
Some of the major tangible outcomes include:
- Tech-forward infrastructure: HCLTech leveraged sustainable hybrid OEM materials and new-age transformation aided by the buildup of a modernized test center infrastructure while ensuring safety and compliance standards
- Streamlined delivery: We ensured test centers were successfully launched, and examinations were seamlessly conducted by an uptime of 99.7% within stipulated timeline
- Security fortification: The implementation of comprehensive security protocols ensure the protection of test center applications, exams and data
- Standardized governance: We implemented PVTC Controller, a consolidated list of all functional processes to manage the entire lifecycle. This has ensured a consistent candidate experience during their tests at PVTC Centers
- Extended reach: Improved accessibility to high-stakes examinations for professionals in India's Tier 2 and Tier 3 cities, contributing to their career growth and overall community development
In conclusion, this partnership between Pearson and HCLTech improved test security, reliability and accessibility, thereby enhancing the educational experience for professionals seeking certifications globally. HCLTech has been Pearson's trusted partner since 2002, delivering services across content, enterprise applications, business modernization, contact center support, application development and beyond. To date, we are driving innovative projects for them with GenAI tools for increased student engagement – the first digital native LMS system and salesforce to name a few.
