FEEDBACK FORMS ARE HISTORY
Charities spend 15.8 million hours reporting each year…
…using disconnected data from disparate systems, collecting surface level data…
Feedback forms Surveys Smiley faces Case studies
If you could have a conversation with everyone who uses your services, what might you learn?
The Transceve approach
We connect to most unstructured data sources; audio, video, WhatsApp, website chat bots… Wherever conversations happen.
We apply an evidence-based analysis of these conversations, using Self Determination Theory. We return quantitative data, to allow the measurement of change over time, and qualitative data to bring these numbers to life.
Using Self Determination Theory as a lens
Self Determination Theory (SDT) is an extensively evidenced motivational theory, with 1.8 citations globally.
Autonomy
SDT describes three Basic Psychological Needs (BPNs) which need to be supported to facilitate flourishing wellbeing and intrinsic motivation:
Autonomy - a sense of volitional control
Competence - a sense of feeling good at something
Relatedness - a sense of feeling seen by, and valued by, others.
These BPNs can sit underneath any other theory of change, making them globally applicable, from lunch clubs to music projects, sport to walking.
Competence
Relatedness
Connecting to unstructured data
People who use the services in your portfolios tell the organisations they are engaged with what they think every day. Through phone calls, WhatsApp conversations, website chat bots, case resolution records… Until now, we have been unable to ‘listen’ to those conversations, at scale, and make sense of them.
Transceve is able to connect to most unstructured data sources, ingesting the data, transcribing it, masking any sensitive data, and preparing it for analysis.
Crucially, this means that post-deployment we aren’t placing additional burden on frontline staff. Instead, we are understanding where these conversations are happening in a particular organisation and connecting to those data. No feedback forms, no extra admin.
Analysing the data
Once we have a prepared transcript, it is sent off for analysis. We are asking Transceve to do two things:
1. Analyse the transcript for the three SDT concepts; autonomy, competence, and relatedness. Return scores (1-5) for each concept, and an overall score. Crucially, add some narrative to tell us why you have given those scores.
2.Return the qualitative highlights from the transcript, to bring the numbers to life. Give us the most positive and negative sentences for autonomy, competence, relatedness, and overall.
Presenting the data back
The data returned is only useful if we can make sense of it. ‘Out of the box’ Transceve provides reports and dashboards designed to show patterns and trends at a glance, with the ability to filter these in different ways (for example by demographic, area, domain…).
If required, data can be connected back to a source, for example a contact record, an account, a contract, a programme, or a combination of these. From here, the organisation can start to overlay other data which they hold to develop a 360° impact picture, from one source of truth.
Ethics and LLMs
Alongside the development of the Transceve engine, we are going to carry out a research project designed to identify and test prompt engineering based approaches to eliciting EDI cognisant responses from LLMs. We will be working with:
Ronda Zelezny Green, PhD - Ronda is a digital changemaker creating social learning systems to empower Black people, women, people with disabilities, and other marginalized populations in the technology and education sectors.
Paromita Saha, PhD - Paromita is an independent researcher, policy consultant, and media communications specialist. Learning from this research project will be implemented into the Transceve engine, and we will seek to have the final paper published in relevant journals to share our findings more widely.
Trust and data security
We understand that third sector organisations often deal with sensitive data.
Transceve is embedded in the Salesforce infrastructure, leveraging security trusted by the world's largest organisations (Amazon, F1, American Express…).
We apply PII masking, secure our data in transit and at rest, and are compliant with GDPR and related regulation and legislation.
Transceve provides a metadata solution, and does not see organisation’s data at any point.
