Using Paradata and Responsive Design to Manage Survey Nonresponse

Paradata and Survey Management in the National Survey of Family Growth (NSFG), 2006-2012William D. Mosher, NCHS; James Wagner, Mick Couper, & Nicole Kirgis, U of Michigan ISRNational Conference on Health Statistics Washington, DC, August 7, 2012wmosher@cdc.gov

OutlineGoals & Features of the NSFGUsing Paradata for Responsive Design in the NSFGThe NSFG has used Paradata to manage: survey costs & response rates. data quality & interviewer performanceSummary Future work on paradata in the NSFG

2

Main Features of the National Survey of Family Growth , 2006-2010

National multi-stage area probability sampleTopics: Pregnancy, contraception, infertility, marriage, parentingInterview men & women age 15-44All interviews in person. No phone, no internet.Continuous design, using four 12-week quarters per year.14,000 addresses selected each year, to yield at least 5,000 interviews per year.Release data files with every 2-4 years of data.3NSFG (continued)Two phases of data collection in each 12-week quarter:Phase 1: 10 week data collectionPhase 2: Subsample remaining casesSelect a sample of about 1/3 of the remaining cases;That reduces each interviewers case load by 2/3Oversample cases with large weights (adults, whites)Change data collection model: added interview token of appreciation, interviewer behavior change --(triple the number of hours per case)

Combine data and response rates from two phases using weights4Goals of Responsive Design in the NSFGThe major expense in an in-person area probability sample is interviewer time, including labor and local travel costs. So the NSFGs initial goals in using responsive design were to use paradata to ration and allocate the interviewers time to manage costs and response rates. The NSFG is trying to balance the following goals: Control costs & prevent cost increases; keep response rates at acceptable levels (70- 80% overall & for sub-groups) get at least 5,000 interviews per year.

5Key Elements of Responsive Design Monitoring key indicators using paradataThe use of statistical process control methods to track interviewer effort Statistically-based decisions to alter the design Targeted at one or more measurable outcomes like response rates, sample yield, hours of interviewer labor per interview, or data quality.

Interventions targeted at particular subsets of the sample As opposed to changing a strategy for the entire sample

Documentation of the decision process

Evaluation of the success of the intervention (some work, some dont; you have to drop things that dont work.)6NSFG Responsive Design InterventionsWeeks 1-10: Phase 1 interventionsTargeting interviewer effort at screener versus main calls at selected points in the quarterIdentifying and targeting high priority cases, often with embedded randomizationWeeks 11-12: Phase 2 interventionSubselection of high priority cases targeted at improving response rates and minimizing biasAll interventions informed byResponse propensity models run daily (overnight)Dashboard: Tracking of key indicators on daily basis, comparisons to survey goals and prior quarters7Effort

The NSFG Dashboardhours% productionActive SamplenonworkedinterviewsProductivitycalls/day% peak callsscrnr/main callsmean calls8+ callslocked bldgsresistanthard appt.occupiedeligiblepropensitycalls/interviewhours/interview% with kidsresponse rate

Irs working

calls/hour

noncontacts

cum. interviews

Data Set Balance

% sexually active

group rates

CV group ratesX8#This is the old dashboard interface. Because of FSEC requirements, we are currently using an indexed Excel spreadsheet within the secure serverNSFG Intervention: Screener vs Main

Extra effort directed to screening9The screener week produces an uptick in screener interviews relative to the trajectory. 9NSFG Intervention: Subgroup Response RatesResponse rates for Hispanic adult males lag before intervention; higher after it.10The prioritization of Older Hispanic Males leads to a rapid increase in the response rate for that group. 10NSFG Intervention: Response Rates for sub-groups varied more in Quarter 1 than in Quarter 16 (Male & Female, 15-19 & 20-44; Hispanic & Black & other race) 11

These prioritizations lead to a reduction in variation in subgroup response rates. Over time, we managed to improve our performance in this regard.11Interventions used in the 16 quarters of NSFG fieldwork in 2006-2010At least 16 experimental (randomized) interventions were used, to increase response rates or sample yield Most interventions increased rates for the group they were aimed at, but not always significantly.Some will be continued in the new NSFG, others wont be. Paper on the interventions: J Wagner et al, Use of Paradata in a Responsive Design Framework to Manage a Field Data Collection, Journal of Official Statistics, forthcoming.12Using Paradata to predict the surveys outcome variablesWe can compare means of key statistics for subgroups defined by the paradata. We tracked 19 key statistics by several paradata indicators. For example, we can look at means of key statistics by an interviewer observation as to whether the interviewer thinks that the adults living here are in a marriage or cohabiting relationship. The percentage of these women who had ever been pregnant was: Example: Proportion of women ever pregnantMarried or cohabiting: 69% ever been pregnantNot married or cohab: 27% ever pregnant13In order for these paradata to be useful for adjustment or in data collection, they need to be correlated with the key survey statistics. The following slides evaluate those associations by looking at the relation of means across subgroups. If both subgroups are far from the line, then not observing one or the other can make a difference in final estimates.13How are we using paradata now, in the 2011-2015 NSFG?Continuing development and use of dashboard to guide responsive design decisionsIdentifying and improving key indicatorsIdentifying and documenting interventions (some successful, some not)Challenges of dealing with the federal security requirements (we can only access paradata in secure locations).Development and evaluation of data quality indicators (see next slides)14Paradata for Data Quality EvaluationMany surveys now use Computer audio-recorded interviewing (CARI) to evaluate data quality and interviewer performance.We dont, for two reasons:sensitive nature of NSFG content raises privacy & data security issues.Budget reasons.Exploring alternatives using item-level paradata (keystroke files) 15Indirect Data Quality Indicators(R = Respondent)Example indicators derived from keystroke dataHow long does it take Rs to answer the question?how many times did an interviewer back up and change an answer?Error messages and actions taken by interviewer.Item missing data (DK, RF) rates.How often does the interviewer access the Help function? How often does the interviewer enter a comment on Rs answer?

Used factor analysis to combine indicatorsGoal= identify outlier interviewers on multiple factors 16Use of Data Quality Indicators by interviewer, and by questionBy Interviewer: We are currently using these indicators to identify interviewers for special attention, including re-training in the weekly calls with supervisor.

By Question:But showing these indicators for specific QUESTIONS (instead of INTERVIEWERS) can help identify potentially problematic items or questions. 17How much do interviewers access Help and enter comments? Standard scores, by interviewer.

182 interviewers access help & enter comments more than others!Example of data quality chart. Scores on Factor 2 (help access and entry of comments) ranked by interviewer, to identify outliers. Top 4 and bottom 4 outliers identified by interviewer name (use initials to mask identity). Clearly, two interviewers are accessing help and making comments at much higher rates (more than 2 standard deviations above the mean) than the average for interviewers Summary: Use of Paradata in the NSFGIn the NSFG, paradata were used in 2006-2010 to (a) limit costs, (b) get adequate sample sizes, and (c) equalize response rates across subgroups by age-race-gender that are strongly correlated with NSFG outcomesUses included targeting groups with lagging response rates, encouraging adequate screening effort, and designing the non-response follow-up.In 2011-12, we have also been using paradata to monitor data quality and interviewer performance. Intent is to improve questionnaire design and interviewer training. Thinking about a future paradata data file: Which paradata elements would be useful for a limited release paradata file?19References and further informationNSFG web site: http://www.cdc.gov/nchs/nsfg.htm2. ISR/U of Michigan methodology research on NSFG:http://www.psc.isr.umich.edu/pubs/series-list.html?sc=ng

Groves et al, Planning & Development of the Continuous National Survey of Family Growth. NCHS, Vital & Health Statistics, Series 1, No. 48, Sept 2009, pages 23-27.

4. Lepkowski et al, The 2006-2010 National Survey of Family Growth: Sample Design & Analysis of a Continuous Survey. Vital & Health Statistics, Series 2, No. 150, June 2010, pages 14-17.

20Screener and Main Hours131.6142.2714285714129.5857142857129.9139.7285714286178.8145.1857142857180.5148.6857142857143.3155.1158.6121.9142857143156.2571428571124.2123.9285714286155.0714285714178.4133.2156.2428571429177.4164.9141.4428571429161.2428571429174.7857142857127.2147.1857142857153.8714285714170.2714285714114.8147.8428571429144.4857142857163.7100.4146.6428571429138.3571428571165.6142857143144.5145.5142857143136.3428571429158.6428571429100.1152.2132.9161.2571428571160.9150.2571428571130.4161.6571428571155.8148.2571428571129.1161.5149.1144.4571428571132.2285714286162.2285714286124.1141.9285714286133.5571428571164.3142857143110.1147.5857142857134.9428571429153.7428571429179.8154.7857142857139.9857142857156.614285714389.3151.5428571429138.4428571429152.9285714286149.5428571429146.3150.9285714286147.7428571429152.6428571429145.8571428571155.1428571429139.5857142857154.9857142857141.3714285714151.5571428571142.8285714286154.1285714286146.9571428571151.7714285714152.0285714286156.4150.8428571429156.0857142857152.4285714286161.1142857143156.6571428571159.3142857143151.8159.6714285714152.6571428571161.2571428571151.3428571429168.0142857143159.1142857143157.8428571429163.3857142857162.0285714286165.1142857143155.8428571429161.0857142857162.9714285714163.4571428571169.0857142857164.1428571429172.6142857143162.3571428571173.2147.0428571429177.7857142857140.3142857143178.7285714286134.8285714286184.5135.7285714286179.4138.1428571429172.3857142857133.9285714286163.8714285714129.8142857143158.9142857143136.8857142857155.2137.0142857143151.8142857143141.0428571429143.1714285714143.5146.4428571429145.2714285714148.6428571429150.0714285714153.7857142857156.7142857143161.3142857143151.9285714286160.8142857143148.5571428571151.0285714286145.4285714286131.7142857143142.5142857143127.1285714286134.7571428571121.5571428571132.0285714286119.9428571429111.8857142857116.2571428571107.5857142857120.4714285714114.5142857143131.9116.3571428571158.4714285714121.9142857143163.9714285714136.4571428571176.3428571429145.4428571429175.7428571429162.9428571429166.5857142857166.6163.7142857143154.4142857143159.4714285714144.4150.8428571429134.7142857143139.4428571429120.1857142857137.2714285714107.8571428571129.071428571499.8571428571127.1100.4571428571124.5106.7428571429119.4857142857110.4857142857114.6714285714114.6571428571112.9114.5571428571104.0571428571

Q1 7-day Average'Q3 DailyQ2 7-day AverageQ3 7-day AverageScreener, Production, Travel, and Administrative Hours Per Day of Week Ordered by Week of StudyTARGET IS 163 HOURS PER DAY

Cumulative Hours by Day by Week122.913182.2102.3112.5118.5123.393.8127.4108.386.6100.7147.5124.8142.8153.9178.6119155143.7139.582.1124.2100.189.3281.9281.7251.2245.5284.6281.4273.7215.4295.5135.4192.1271.1304.3267.6269.1327.5356.3262350.7313.6245.3174.1302.6261296.1452.2424.5372.4447498.2383.3374.5421.1230.9293.3430449.2422.2456.1443.3504.2383.9469.1461.5373.1283.7129.9467.5416.8486.8624.6595.8553.8620.1701.2539.2531.3554.3412.6425.1602594.6579.6611.3627.8695.3551.3568640.4522.3397.8308.7594.7565.9688.7794.9771.2716793.4886.6686.2706.5707.6578.8584.1765.6740.5743809.9783.1891686.5568826.4647.9489.7489.2709.5690874.5934.7925.6826.5933.5998.5804.4841.9822.6732.7696.5869.6884.1885.5939.8962.91035.1853.5702.9999.8741.5570.9632.5809.9800.11085.71159.31076.2989.61062.61144.29671016.9943.3955.2853.41018.61083.51060.91117.71183.61206.71040.5850.91234.4960.9728.4791.1954.4979.9

Q3-1Q3-2Q3-3Q1-1Q1-2Q1-3Q1-4Q1-5Q1-6Q1-7Q1-8Q1-9Q1-10Q2-1Q2-2Q2-3Q2-4Q2-5Q2-6Q2-7Q2-8Q2-9Q2-10Q2-11Q2-12Q3-1Q3-2Q3-3Q3-4Day of Week (1=Sun)Cumulative Hours in the WeekCumulative Hours Worked by Day by Week of SurveyTarget is 1130 Hours by Saturday

% Screener+Main56.388571428656.604285714353.8656.9752.542857142959.1752.622857142955.452.361428571458.1352.378571428658.752.296695570752.5359.6652.587896253650.915714285762.554.879879879958.681539727553.5160.6455.86304413759.165411535454.141428571459.9956.682519654559.260978553553.954285714357.9357.358198859859.79829938753.587142857148.6157.291768144258.884873515753.142857142960.9757.245238562759.230930427553.461428571458.6458.109630185859.109964527654.112857142960.4157.330290929858.676599474153.815714285755.256.378878396657.718269337253.987142857150.9756.339003164656.320224719152.9948.7555.591343734355.118194459352.627142857150.8755.802923240755.314418801652.2759.9655.976003691755.332176752752.194285714356.2155.194193061855.071716025252.522857142954.871990829251.294285714355.333648840550.832857142954.1693963551.601428571455.13812154752.1854.770024887152.095714285754.010745593452.0455.306330521851.762857142955.261671686752.478571428655.690537084452.424285714356.754530477851.855.541762723950.312857142955.326398852250.981428571455.274223852651.2854.854712969551.491428571455.105858345451.334285714354.412163996751.235714285753.368012696251.478571428653.927949399652.3754.78611500751.704285714355.398783372851.044285714355.333940246650.162857142954.775651600149.942857142955.789473684249.856.686116217750.378571428656.624080526550.715714285755.805064500751.508571428655.365873870952.544285714354.354459070752.187142857154.575692197151.847142857152.982326951452.018571428652.667733132651.952.424665735451.884285714352.560725782951.587142857152.743873137950.3853.516024152351.652857142951.735742118351.658571428651.67451363651.467142857151.768823306850.518571428651.887201735450.472857142953.815035397249.265714285752.15654013449.691428571450.714626012446.291428571452.850823298145.421428571454.310447053245.654.056103108445.867142857154.782295141145.984285714352.404600104546.855714285752.624756966947.0151.146155096749.541428571450.210102049650.3149.616055846449.7348.69658693948.022857142947.495027938347.781428571447.085339616845.898571428648.50660838844.531428571451.001660210343.038571428651.702821175741.834285714351.497418244440.5151.016260162640.9350.342593746139.338571428650.942679994939.752857142948.750686436

Q1 7-day AverageQ3 DailyQ2 7-day AverageQ3 7-day AverageDaily and 7-day Moving Average Screener + Main Hours Percentage (non-administrative, non-travel)

% Peak57.822766385296.363636363654.709656283617.184265010456.108817371114.7453083119.638554216957.80699381767.926023778138.575667655852.735602431216.01562535.271317829551.55320423826.2526.062322946251.64240321496.656050955446.636937941350.776686434499.264705882447.281410727451.646926866217.341040462447.77491724936.944987433749.061523527521.983914209148.798156075137.698966769147.034982183313.742690058547.683155917342.229943145949.77741891432.830188679247.798742138442.53028263850.83757098879.130434782649.075575737944.748048261250.086332985799.553571428647.373670212841.698256254749.612782853199.270072992749.584133077438.618210862648.123046120812.551440329251.193200392337.960339943348.755073927217.161016949250.549073438636.459143968951.916754703317.241379310349.216846501937.102473498253.532419700215.946843853849.479940564638.893280632455.283260869623.246.768060836540.039215686353.287076069797.058823529452.154903185540.964777947953.082189723310050.91239.890710382555.198186082952.141222621855.277291325753.764510779454.514845402856.387051862254.603320545655.503197576654.57247435956.503642039554.032987857851.028327512654.100658813353.274139844656.769132849252.126892573956.591869666448.378378378456.696483685244.874642970556.747363332144.144144144156.876269929643.687810945355.281516079646.299585553656.709896755245.977353992854.7261390845.090477603155.033091530647.803105384955.376994495450.051813471554.761111918649.909123954952.880889046948.050579557454.576774413147.89231314255.101091216248.332748332756.095264270648.637015781957.307304672948.380497783856.594990439848.98580121757.986265593650.518915299660.802368193652.652329749161.179103834650.428305400460.291071270547.023809523861.164964739148.995176848962.426466636848.5270049163.799177693849.271743653860.900500682749.518810148761.093217542350.91762697461.016397218651.818950930662.331626254253.930307941761.261289936151.665344964360.335781512652.180872348960.059123777151.110180142460.976707000954.174484052560.246930518950.824053452159.053971792546.673142302156.966146481645.621890547358.711334841647.651356993760.988825581449.081885856161.364619422650.742804085462.712336255847.4389282961.927175572548.397309062166.90038551453.151862464268.006212418350.845546786962.911054099352.288101870359.447183098636.053019145860.871323657535.523487872362.214985924335.818476499264.834211618337.778576563656.80202702725.431034482848.552655576122.371364653254.685500807822.953081876765.01847069646.951219512261.743567615750.244498777555.996863857455.389221556955.091247040358.022690437655.419031514253.0575539568

Q1 7-Day % PeakQ3 % PeakQ2 7-day % PeakQ2 DailyQ3 7-day % PeakDaily and 7-day Moving Percentage of Screener+Main Calls Made During Peak Hours TARGET IS 60% PEAK

Calls per day49.5714285714305.714285714357.4285714286341.571428571454.42857142863313144257.4285714286660312.28571428579763.4285714286424336.14285714298865.1428571429327325.85714285715771.4285714286525325.4285714286319.71428571435910372345329313.428571428659.85714285716373.8571428571418329303.142857142959.4285714286101432.857142857178.714285714387.7142857143295364.1428571429346.428571428669.714285714378427.714285714383.857142857190.4285714286278380.2857142857350.57142857147664373.142857142979.142857142991.8571428571271375.8571428571326.571428571478.428571428647351.285714285773.285714285792.7142857143184362.1428571429324.857142857178.285714285746330.857142857171.714285714392.7142857143378345.8571428571318.285714285783.857142857170309.85714285716791.5714285714233357.714285714331588.857142857141293.857142857163.857142857193.1428571429380345.4285714286306.428571428691.5714285714106288.428571428664.571428571492.5714285714396328.7142857143303.571428571487.571428571476302.857142857164.285714285795.2857142857240322.7142857143299.571428571487.714285714379297.428571428666.428571428691.4285714286248302308.857142857182.571428571453294.142857142967.285714285789.5714285714200327.1428571429291.571428571486.142857142950296.428571428667.857142857186.5714285714427365.714285714327491.714285714383303.428571428669.714285714389.428571428616735627290.4285714286572947286.8571428571349.4285714286278.571428571487.571428571487.8571428571341.5714285714261.285714285789.142857142987.5714285714318.8571428571263.571428571491.571428571485.8571428571328249.285714285796.428571428686.1428571429311.4285714286248.1428571429100.428571428686.428571428627224396.142857142987286.5714285714240.428571428699.571428571487.8571428571297246.571428571499.285714285786.7142857143321.4285714286281.5714285714101.428571428692.7142857143352279.428571428698.142857142995.4285714286361.2857142857288.714285714398.571428571494.7142857143360290.571428571499.428571428691.7142857143381.2857142857281.4285714286101.285714285791.7142857143374.2857142857295.7142857143105.1428571429101.5714285714368.5714285714292.8571428571113106.1428571429323.2857142857270109.1428571429104.1428571429296.7142857143285.1428571429116.8571428571113.4285714286270.4285714286279.7142857143122.5714285714117.7142857143280.1428571429284126.5714285714122269.1428571429297.8571428571134.1428571429129.5714285714267.4285714286293.2857142857139.5714285714123253282.4285714286145.2857142857116.2857142857263.2857142857265.8571428571155.7142857143117.1428571429260.8571428571256.4285714286161.7142857143111.5714285714261.7142857143243.4285714286165108.8571428571239.4285714286221.7142857143159.1428571429117.8571428571228.5714285714213.7142857143155114.4285714286208.1428571429208.2857142857151.8571428571110.7142857143207.4285714286193.1428571429148115.1428571429206203.8571428571143.1428571429113.8571428571204.1428571429188.4285714286139.1428571429121.1428571429191.8571428571192.7142857143134.7142857143131193.2857142857198141.4285714286134.4285714286189.2857142857194.2857142857148.4285714286145.1428571429200196.5714285714152.5714285714153.2857142857209.4285714286204.4285714286150.8571428571147.8571428571205192.1428571429152150.4285714286196185.4285714286145149177.8571428571181.5714285714126.7142857143145.2857142857184.8571428571179.5714285714135.8571428571138.5714285714168.4285714286175.4285714286125.7142857143128.2857142857162.4285714286170.1428571429124.7142857143108.8571428571144.4285714286143.7142857143129.2857142857115148.1428571429130.7142857143139.7142857143122.2857142857155.5714285714149.8571428571152.1428571429122.7142857143184154.2857142857178.5714285714135.8571428571180.5714285714163.5714285714180.4285714286166192.5714285714200.8571428571206.2857142857195.5714285714185.7142857143241.5714285714194.4285714286233.8571428571179.1428571429278.4285714286179.8571428571241.1428571429175.2857142857296.4285714286164226.1428571429168.7142857143266150.8571428571212.1428571429156.5714285714244.5714285714138.4285714286189.4285714286133.5714285714223.7142857143118.1428571429151.1428571429103.857142857116681.8571428571119.142857142996.8571428571112.714285714376.714285714391.571428571489.857142857185.28571428577582.714285714370.857142857173.285714285769.714285714386.571428571454.14285714297462.714285714392.2857142857418454.428571428696.71428571433784.285714285751.1428571429102.428571428629.571428571483.428571428649.8571428571

Phase 1Q1 7-day Average Main CallsQ3 Daily Scrn CallsQ2 7-day Average Scrn CallsQ1 7-day Average Scrn CallsQ2 7-day Average Main CallsQ3 Daily Main CallsQ3 7-day Average ScreenerQ3 7-day Average MainDayCalls per Day by Type by Day of Week Ordered by Week of Study

Ratio Screener to Main Calls5.69955156955.70851063837.8809523815.47932330836.80412371135.26444833634.81818181825.05485893425.73684210534.71563981045.09708737865.51573849884.14328808455.47619047625.49642004773.96493688644.13861386145.53605769233.91726105565.4990925593.78205128215.22336065573.7821158695.10051107334.343755.00375939853.7823960884.7148014445.76595744684.79234972683.67734282334.793372319744.62591240883.55623471884.61354581675.44.12436115843.25644171784.62473347555.68292682934.02572347273.21820303384.60178970923.58490566043.77223088923.19741480614.46681415935.21052631583.75367047313.34146341464.71111111113.03797468353.67915309453.30172413794.47741935484.6792452833.65743944643.38957816384.371549893843.79767827533.19371069184.36842105265.14457831333.98753894083.06976744194.35245901642.92982456143.93680884682.86642599284.08333333333.99021207182.98152709363.83173076923.05304010353.48205928243.10294117653.40148148152.94552529183.10099573262.80694980692.82912332842.78927203072.87804878053.01600985222.99136690652.84525205163.16901408453.08958837773.58660844253.14536340853.66521739133.07389162563.62068965523.08088235293.76445698172.84926884143.55978260872.80761099373.26169405822.78903826272.96204188482.50641658442.53911980442.61253854062.20629370632.56513026052.21331828442.38962264152.00638977642.29241877261.91606960082.18872987481.74139626352.26951672861.69082568812.23882017131.61307420492.08548707751.58614718612.03887269191.50448833031.9315332691.47465437791.75607385811.37064910631.7905604721.40154440151.76284584981.43912175651.69677419351.46714579061.53127833181.42417815481.47518923471.36666666671.41518202941.27526467761.36413469071.31086142321.36530775381.38825757581.34108527131.34868421051.27458396371.35172413791.22978080121.40360766631.24561403511.36067297581.28301886791.33977272731.26411657561.30240549831.19903846151.11712707181.25629077351.06032719841.23909249561.02253521131.20720720721.03041.23636363641.00079176561.27216748770.93351800551.19490084990.95518001471.16448087430.99602859411.16367476241.0688153311.21412924421.11837121211.17740981671.13106295151.13566605281.1305925031.13470471131.26876090751.04501607721.26256983240.91634615381.19809523810.89571263041.01639344260.9311224490.86332574030.91592356690.75328083990.83855981420.72346368720.81660470880.59312320920.8145048815

Q3 Daily Scrn/Main callsQ2 7-day Average Scrn/Main callsQ1 7 day Scrn/Main callsQ3 7-day Scrn/Main CallsRatio of Screener Calls to Main Calls

Calls per hour by Day2.69973947032.80449844362.84312644692.87143956892.64594622234.23378076062.75214011612.8365650972.6297079172.67969295182.52187528783.95964691053.15326927582.46663009693.28502415463.13775216142.43113772462.90919282512.91613041613.27420682092.44725398612.26197695573.06736693263.17267653052.52308949732.68867924533.10006794142.93937424572.45742092462.77003484323.07276065322.93850108762.55083340612.29083665343.00340964442.90965410432.48166997333.10034602082.95307284512.76404023472.56280954522.73726273732.93410925472.69160485862.47785258683.02050963332.90834759462.70705521472.45051254863.02952503212.80786278672.84386411422.44493586912.13950368882.84117879752.75172860852.4674181052.4254633362.70961248112.70617178312.31959659192.27066303362.80030974742.69955536742.34528897972.83648498332.95523765572.66557812022.30776247382.50839865622.94588989442.64369002172.38953759932.92223920522.38648569482.85376242312.37671630252.68881609732.29774730662.73572744012.3948418792.65738777772.33023443822.42906965782.29245849172.50532950232.27568776132.61106927712.4224769782.70369017172.46708968652.88394654952.52014995312.85422947332.45942002552.88378766142.45812158863.02227789212.53790005612.97306874562.60619218432.86625286972.36397917042.73961444472.38261781942.55245988362.38103478112.52177101482.49379212492.49561711082.56860688692.38509631632.57615317672.35785814782.49714034322.29957109862.59885358982.35676978712.66239055182.36431939892.63297308752.31281455672.43553310182.22169135212.40020682522.22507665532.40962.19684421582.34070650382.23660553762.33041118762.24963181152.2062350122.26122141712.22526081232.280981842.29268292682.28563067022.26275936672.27198462282.27701094722.29261495592.28258887882.23343960332.23789374712.21995202982.26079430712.2578509272.27308447942.31236442522.27947072982.52275536582.3301176722.41979080972.26033326122.39399714152.25740551582.35438682722.28389324132.38942250682.3764970062.33293620712.38060159612.28792932482.45605812052.20160306672.68844221112.26182760863.00559866422.16306291663.14395931972.1550467373.22671925912.0724258293.18715884912.00394159283.16284131381.9556776213.06680805941.80514291572.6387733271.35289832452.14966887421.34477033761.77110157371.29706642691.55290102391.12908777971.50428265520.97800095651.59555210760.83219135421.57861948670.78071618371.62239680760.7633168589

Phase 1Phase 2Q1 7-day Calls per HrQ3 Daily Calls per HrQ2 7-day Calls per HrQ3 7-day Calls per HourCalls per Hour by Day of Survey (Daily Ratio, 7-day Moving Ratio)

Screener and Main Interviews by65.285714285714.714285714370.285714285715.71428571436314.14285714298686615.57142857141511465.571428571415.71428571431162765.428571428616.5714285714601868.142857142919.14285714291541174.142857142912.71428571436719.85714285719311711365.571428571418.1428571429922978.285714285715.4285714286107.428571428616.857142857174.142857142923.2857142857723085.142857142917.7142857143105.42857142862070.142857142923.285714285753218718.285714285791.42857142862166.428571428623.7142857143431583.857142857119.28571428578119.285714285764.142857142923.1428571429441084.428571428619.142857142978.714285714318.14285714296222.8571428571911380.428571428619.571428571469.714285714318.428571428660.714285714321.8571428571471087.428571428621.285714285763.142857142918.285714285758.571428571423.857142857175258221.285714285760.714285714317.714285714358.428571428623.1428571429531978.7142857143205816.142857142960.428571428623.7142857143482176.571428571419.428571428657.285714285716.14285714296322.5714285714511270.428571428619.857142857158.428571428615.714285714361.142857142922.571428571439572.285714285720.428571428657.71428571431555.714285714320.285714285764257720.142857142953.857142857116.714285714355.714285714320.7142857143461170.714285714319.428571428653.714285714316.857142857157.428571428619.857142857168.142857142919.142857142954.428571428617.857142857165.285714285720.571428571453.857142857117.428571428661.285714285721.857142857151.142857142918.42857142866622.42857142864818.142857142965.142857142922.571428571447.428571428618.571428571459.857142857123.571428571446.428571428618.857142857159.857142857124.714285714347.142857142918.428571428662.428571428623.142857142952.142857142918.14285714296823.428571428653.571428571417.714285714371.428571428622.71428571435417.142857142971.714285714321.857142857155.714285714317.428571428671.857142857121.142857142953.428571428616.142857142972.857142857119.714285714354.714285714315.428571428675.428571428618.428571428654.428571428615.571428571472.428571428619.714285714352.571428571418.142857142963.285714285717.571428571451.57142857141858.857142857118.142857142951.428571428618.857142857153.142857142918.714285714349.857142857117.857142857150.142857142920.71428571435117.857142857148.571428571422.285714285749.28571428571845.714285714323.857142857144.71428571431841.714285714324.142857142939.285714285715.285714285743.857142857126.5714285714381441.428571428626.714285714335.57142857141340.571428571425.42857142863413.857142857138.714285714325.285714285734.285714285715.428571428636.714285714324.571428571434.285714285714.714285714332.714285714323.14285714293314.285714285733.857142857122.714285714334.142857142914.571428571433.142857142920.571428571430.285714285715.428571428632.571428571420.857142857132.142857142916.285714285730.857142857122.285714285732.428571428616.142857142931.428571428621.428571428629.714285714316.857142857129.857142857121.42857142862917302231.28571428571928.142857142921.857142857128.857142857119.1428571429262228.14285714291925.571428571420.142857142924.714285714317.57142857142316.428571428623.14285714291824.142857142917.285714285723.285714285715.857142857120.285714285715.428571428622.857142857116.142857142920.285714285714.428571428617.142857142912.42857142862015.571428571415.714285714311.142857142920.857142857116.14285714291610.714285714322.285714285718.142857142917.142857142910.714285714326.857142857122.285714285717.571428571410.142857142924.428571428621.285714285720.142857142911.571428571424.714285714324.285714285722.857142857111.571428571423.857142857122.857142857125.428571428613.142857142922.142857142919.857142857126.142857142914.428571428620.857142857117.857142857124.285714285714.285714285718.571428571414.714285714321.28571428571415.14285714291218.857142857113.142857142913.428571428610.571428571413.285714285711.428571428610.28571428576.85714285718.571428571410.57142857149.14285714296.57142857146.57142857149.57142857148.285714285766.85714285718.71428571436.14285714296.28571428576.57142857148.85714285715.14285714296.71428571436.42857142868.85714285714679.7142857143610.7142857143

Phase 1Phase 2First Quarter 7-day Average Screeners1st Quarter 7-day Average Main IwsQ3 Scrn DailyQ3 Main DailyQ2 7-day Moving Average ScreenersQ2 7-day Moving Average MainsQ3 7-day Average ScreenersQ3 7-day Average MainsScreener and Main Interviews by Day

Cum Screeners and Mains507986995821121341858313818029868660139258452372273116236458353498171804087141367930199519895677897623256610066089104125168212675211811022657761538241481151302867173877169119632595119392018412663469992059641941364361108222610552071401392117824911022171451404125627511772421511432132729312302611574464140330912782821637491144433213292941694504150534813682991754519162136714323241791534167338514783351853549173340918925711784437195158918324621995613190648920306331961506208664620405322116664209255821836812170571225770022606012326716233262123737372408642242075324646542460768255067024997772620687256478926777092625809270372426878432744748273386327807732769885281579928178932890826284490229408542877915296987829009353010910295395030349352982961306495130079763086976305799031479983084101031691016310810183206103731391035324210543165105232621081320710693280110732341090330611263265110333561148328711283379117033271137340311903341116834241208336211863441122233801202344112223396121334751247342812293498125634471239352112713447125035431299345112553570132134741264359713493500127736291378351912883646139635691300367114263607132036881431362513313698143836341347371614463644136537271452364913773735146236511386374014703662139237431474366714003752147736711405375614803682141437591490369014263763149936941439376315043700144837041460

Q1 Cum ScreenersQ1 Cum MainsQ2 Cum ScreenersQ2 Cum MainsQ3 Cum ScreenersQ3 Cum MainsCumulative Screeners and Mains by Day of Data Collection

Daily HPI8.94368932042.01575492349.05363636362.02418699199.162626262616.23752.05691609981.518.973394495412.77142857142.11709956711.189.23909090916.68518518522.214161221.568.97241379317.96111111112.2724890832.398.10223880614.41818181829.58876404492.27610062891.031.64431599237.869064748211.29090909099.5329670332.3321961621.341.7454728378.54724409456.15172413798.63333333332.36492374731.941.7014598541.45438829799.26864406787.6184049085.49666666677.98467741942.39267822742.291.66124161071.5294037948.06214285717.50613496936.05714285718.049218752.49185336052.41.69178981941.682968757.32721088447.18012048197.65333333337.66592592592.56322580652.671.7630323681.78377425047.49185185197.073456790110.047.66044776122.55211581292.281.73688663281.75771324867.6259842527.24562511.11538461547.43503649642.67119815671.591.80923623451.95573770497.39844961247.258169934610.017.15033557052.61294117652.131.74084967322.10475113127.267968756.75928143716.4367.05906040272.75317073172.151.83240418122.14776470597.36129032266.98518518528.27.41285714292.76674816632.941.88348457352.2258620697.99734513276.81024096397.17.43529411762.67257683223.111.88656716422.30822942648.19115044257.187341772210.34166666677.14748201442.57505668932.432.01521298172.28581907098.49909090917.279746835422.027.22447552452.68738317762.822.04169960472.33811881198.99619047627.57887323947.1927.68439716312.75948717952.812.01020408162.5992042448.37521367527.56068965528.11818181827.82.8110256411.942.1430303032.5773936178.21271186447.70143884897.81194029852.66293532342.19454926628.19287.33680555562.68792650922.31181619268.47704918036.98366013072.74323607432.49067599077.91472868226.91719745222.85195530732.35064935067.69370078746.86645569622.90803571432.37916666677.61230769236.42969696972.98072289162.53198090697.57424242426.2364161853.07630769232.57494033417.97441860476.55802469143.11727272732.43112128158.37952755916.67560975612.91561643842.38.51532258066.87169811322.81573333332.18528.89166666677.37124183012.82275132282.24661354588.98852459027.53513513512.81179487182.21709741559.4035398238.09927536232.84117647062.19156862759.89444444448.75038759692.7900783292.13787878799.7192660558.52246376812.78057742782.31972386598.77007874028.98292682933.02663043482.49413092559.0769841278.93070866143.16814404432.75291262148.75606060618.3274809163.21055555562.93252688179.02087.86758620693.23094555873.25014245019.15367.58717948723.20504201683.48117647069.1190476197.23532934133.33043478263.77593759.01984126987.1739644973.63099041534.15205479459.61962616826.69086021513.74290909094.053745928310.02244897966.69037433163.6924812034.31413793110.37142857147.25561797753.79036144584.54753521139.79484536087.09491525423.99201680674.63394833958.95370370377.01569767444.02916666674.69533073939.10194174767.08086419753.906255.00917030579.0876.99622641513.93376623384.69367088619.39411764717.54444444444.00920502094.68275862078.88055555567.27876712334.52405660384.66096491238.66052631586.42435897444.3884.63981481488.8893805316.8344.42511013224.65954545458.61779661026.93666666674.88894230774.97846889958.82773109246.99025974035.17487684735.12619047628.24812030087.38039215695.00913242015.73197969547.93656716427.30974025975.26485148516.18516483527.81879699257.49787234045.2786802035.90614525148.27642276428.01739130435.88439306365.72670807457.91746031757.35454545456.15802469145.26568047348.49819819827.87870370375.78711656445.99225352118.17876106198.31287128715.776255.91267605639.00229885067.46605504596.52666666675.81285714299.65512820517.46283185846.84636363645.776027397310.6887.27007874027.15714285715.918589743610.867.11089743596.78755.900531914912.01971830997.70335570476.93821138216.712280701811.79259259267.26117647066.77446808517.135260115612.56913580257.688756.3631257.366467065912.3978260878.38920863316.40786516857.523225806511.54653465359.1686.37267759567.849315068510.80910.83786407776.35823529418.586923076910.314285714312.57023809526.78389261749.961320754710.2513.19054054057.143939393910.384042553210.5162520.018759.046236559113.345833333310.202702702719.641304347812.583333333314.117187510.432835820921.183333333315.195652173915.339655172411.527868852519.806818181814.6520.267441860512.051612903217.795744680916.243478260923.233333333312.474193548419.111904761917.186666666728.667857142911.802941176516.379591836710.69219.0928571429

Phase 1Phase 2Q1 7-day Average Main HPIQ3 Daily Main HPIQ2 7-day Average Main HPIQ1 7-day Average Scrn HPIQ3 Daily Scrn HPIQ2 7-day Average Scrn HPIQ3 7-day Average ScreenerQ3 7-day Main HPIDaily Main and Screener HPI (total hours/ total I'ws) and 7-day Moving Average Main and Screener HPI by Day of Survey

Calls Per Interview4.68271334793.36893203884.85975609763.65454545454.98412698413.84848484854.73160173163.68807339455.12636165584.03636363644.9803493453.93103448284.69182389943.73134328364.38921001934.64044943824.67803837953.62589928064.63380281694.60439560444.62309368194.07086614174.20255474453.85185185194.02390438254.67796610174.67244701353.76687116564.27684563763.9354838714.04594594594.24.99796334013.88343558284.37110016424.156254.06853582553.77551020414.91612903233.87349397594.48211243614.06666666674.31985940253.80740740745.06458797334.00617283954.28934010154.08955223884.18625678123.96062992135.1336405534.056254.30017761994.28467153284.43353783233.63565891475.18823529414.18954248374.0915032684.17449664434.64705882353.49218755.23170731713.90419161684.2125435544.30201342284.74352941183.64516129035.19559902244.17604355724.37857142865.19656019664.00884955754.95744680854.01807228924.21455223884.51470588245.18090452264.15178571434.90249433114.05063291144.28803245444.15827338134.76869158883.96835443044.52569169964.21678321684.91794871794.26760563384.74953617814.55319148944.88205128214.31724137935.03434343434.65441176474.85074626874.37410071945.12788259964.57462686574.80052493444.925.23194748364.33333333334.89389920425.02459016395.20279720284.18954248374.8743016764.65891472874.96969696974.29936305735.16964285714.74803149614.78070175444.44936708865.12349397594.65384615384.54415274464.07878787885.17846153854.61363636364.78758949884.02890173415.23030303034.76744186054.75743707094.29012345685.44.77952755914.72689075634.32926829275.2165.23387096774.9284.3207547175.34656084665.56666666675.03784860564.50980392165.21538461545.43442622955.00994035794.70270270275.26737967915.68141592925.23333333335.13768115945.40469973895.94444444444.96212121215.70542635665.38057742786.52293577985.08875739645.7318840585.13586956525.85039370085.10835214456.21138211385.52908587265.78571428575.04126213596.44094488195.43888888896.01515151525.08870967746.54961832065.69627507166.5925.58689458696.11034482765.84033613456.8325.54117647066.01923076925.95072463777.19841269845.855.85029940126.31629392976.83333333336.06506849326.01775147936.76727272737.60747663556.0032573295.86021505386.74812030088.36734693886.29655172416.05347593586.8433734948.58241758246.45070422546.48876404496.52100840347.85567010316.1845018456.29378531076.23333333337.63888888896.22568093396.30813953496.0757.77669902916.36244541486.56172839515.85281385287.756.12658227856.51572327045.97071129717.90196078436.21551724146.95833333336.22169811327.37962962966.26754385966.67123287675.99555555567.43859649126.21759259266.04487179496.10572687228.11504424786.156.66.53846153857.97457627126.33971291876.92666666676.77832512328.53781512616.66666666676.93506493516.53424657538.06766917297.44162436556.90196078436.65841584167.7238805977.88461538466.90909090916.58883248737.91729323317.66480446937.19858156037.34682080928.47967479677.73291925477.71304347837.75925925938.07142857147.65680473377.85950413227.53374233138.73873873878.30281690148.14814814817.443757.94690265498.00704225358.64356435648.38333333338.75862068977.22142857148.30275229368.318181818210.32051282057.1027397268.65486725669.366071428611.41333333336.98076923088.3858267717911.45333333336.85106382988.01282051289.308943089413.39436619727.39181286558.47651006719.971631205714.34567901237.79190751458.494117647110.5687516.90123456797.78443113778.5062510.949438202217.79347826098.09032258069.057553956811.338797814216.71287128718.4041095899.18410.952941176515.839.084615384610.252427184511.489932885915.153061224510.339622641511.535714285711.863636363614.41304347839.946808510611.175675675712.494623655913.22510.097222222211.937513.1511.270270270310.5937511.673913043512.97826086969.567164179110.844827586212.510.68759.491803278711.534883720911.090909090911.26086956529.774193548410.52777777789.340425531913.066666666710.419354838710.259.071428571412.04081632659.955882352910.79166666679.675675675713.90476190489.56

Q1 7-day Screener Calls/IwQ1 7-day Main Calls/IwQ2 7-day Scrn Calls/IwQ2 7-day Main Calls/IwQ3 7-day Scrn Calls/IwQ3 7-day Main Calls/Iw7-Day Moving Average Calls Per Interview by Day (Screener Calls/Screener Interview and Main Calls/Main Interview)

Screener CallsScrn Int Main 713.423076923173.47826086963.43.1751.84210526324.17307692312.552.92307692313.81081081082.94117647065.09195402355.78723404264.86666666674.574074074145.043.46153846152493.48051948052.56521739136.3239436625.11111111114.31395348844.05263157894.43362831863.54545454554.41304347833.15789473684.70769230777.35714285715.36065573772.86486486496.06122448983.39130434786.24444444444.85714285715.12857142865.53333333334.64285714293.77419354844.86486486494.33333333334.924.07142857145.11666666673.18754.26984126983.59259259265.49206349215.76923076924.17543859654.66666666675.53333333336.44.48648648654.84.70967741944.36363636364.76923076926.05555555564.83050847463.95833333335.59090909093.156.57142857145.53846153855.28571428575.44444444444.93333333334.470588235355.36842105265.82432432436.31253.91304347836.52380952386.61702127665.1255.1702127664.46666666675.88.55555555566.3589743596.33333333334.84615384628.554.44262295083.91176470596.0645161296.155.93478260876.68181818187.583333333312.1256.854166666711.888888888989.92307692317.24242424246.256.73913043485.73333333335.849056603811.72727272736.2758620697.24.845.57142857145.468.56.592592592613.1255.54166666675.82352941187.41935483876.88235294127.76923076927.05882352945.04761904767.57142857145.851851851911.30769230777.96774193557.768.8181818182204.75.032258064510.28571428574.38888888897.3809523818.62510.277777777813.545454545597.56256.812514.78.26315789479.8181818182413.2513.555555555612.565217391314.53846153858.307692307713.81818181821117.759.5817.911.631578947428.636363636414.51819.88888888899.61111111117.6713.2631.596.818181818211.2513.818.217.2510.55555555568.63636363649.2510.1258.53846153853410.444444444410.83333333337.083333333317.258.6666666667

MainScreener12.9 screener calls/screener intw11.5 main calls/main intwscreener calls/screener intmain calls/main intwPhase 2 ScrnPhase 2Main(Screener Calls/Screener Interview) And (Screener Calls/Screener Interview) and (Main Calls/Main Interview) by Day

3rd QuarterTrendDateCountofCallsIWSCallsPerIwHPIPeakCallOffPeakCallPeakpctOffPeakpctAdminTimeProdTimeTravelTimeScrnTimeTotalTimeAdminPctProdPctTravelPctScrPctcumTotalCallscumCountofCallscumIWScumCallsPerIwcumHPIcumPeakCallcumOffPeakCallcumPeakpctcumOffPeakpctcumAdminTimecumProdTimecumTravelTimecumScrnTimecumTotalTimecumAdminPctcumProdPctcumTravelPctcumScrPctTrendDateCountofCallsIWSCallsPerIwHPIPeakCallOffPeakCallPeakpctOffPeakpctAdminTimeProdTimeTravelTimeScrnTimeTotalTimeAdminPctProdPctTravelPctScrPctcumTotalCallscumCountofCallscumIWScumCallsPerIwcumHPIcumPeakCallcumOffPeakCallcumPeakpctcumOffPeakpctcumAdminTimecumProdTimecumTravelTimecumScrnTimecumTotalTimecumAdminPctcumProdPctcumTravelPctcumScrPctCum HrsScrn+Main%%peakTotTotal CallsCallsPerHrHPICum ScreenersCum Mains7-dayScrn+Main7-day%Scrn+main7-day%peak7-dayCalls7-dayCalls/hr7-dayScrn7-dayMains7-dayMainHPI7-day Scrn HPI7-day ScrnCalls7-dayMain Calls7-d Scrn Calls/Scrn Iw7-d Main Calls/Main IwScrnCls/MainCls7dayScrn/Main calsSunMon1/2/07 0:00331863.851.514528613.686.417.415.235.658.8129.913.3911.727.4145.2742409218.675525.623.42219362047351.7248.284010.46894.37860.66571.125825.515.5326.730.4425.441/2/07 0:004285.2516.24103223.8176.1917.415.235.658.8129.913.3911.727.4145.2719750101.829966.598.6210294945652.1247.884010.46894.37860.66571.125825.515.5326.730.4425.44129.956.9714.7453083113732.871439568916.23758687.8809523811/3/07 0:006601514.371.18486127.2792.7323.223.847.282178.812.9813.3126.445.8643069220.8777035.593.38219842108551.0448.964033.66918.17907.86653.126004.315.5126.630.4125.581/3/07 0:0097146.9312.77128512.3787.6323.223.847.282178.812.9813.3126.445.8619847101.7830106.598.6410306954151.9348.074033.66918.17907.86653.126004.315.5126.630.4125.58308.759.177.92602377817574.233780760612.7714285714237226.80412371131/4/07 0:004241163.661.566236214.6285.3826.942.649.957.4180.514.923.627.6531.843493221.978195.563.35220462144750.6949.314060.56960.77957.76710.526184.815.5126.5830.3925.631/4/07 0:0088273.266.69206822.7377.2726.942.649.957.4180.514.923.627.6531.819935101.7130376.568.6210326960951.848.24060.56960.77957.76710.526184.815.5126.5830.3925.63489.255.416.0156255122.8365650976.6851851852353494.81818181821/5/07 0:00327605.452.39163114.8995.1117.829.136.854.2143.312.4220.3125.6837.8243820222.4478795.563.34220622175850.3549.654078.36989.87994.56764.726328.115.4926.5530.3625.691/5/07 0:0057183.177.9684914.0485.9617.829.136.854.2143.312.4220.3125.6837.8219992101.4830556.548.6210334965851.6948.314078.36989.87994.56764.726328.115.4926.5530.3625.69632.558.136.253842.67969295187.9611111111413675.73684210531/6/07 0:005251543.411.035071896.573.4322.619.142.174158.614.2512.0426.5446.6644345223.9680335.523.3225692177650.8949.114100.97008.98036.66838.726486.715.4826.4630.3425.821/6/07 0:00103119.3614.42100397.092.9122.619.142.174158.614.2512.0426.5446.6620095101.4930666.558.6410434966151.9248.084100.97008.98036.66838.726486.715.4826.4630.3425.82791.158.796.65605095546283.959646910514.4181818182567785.09708737861/7/07 0:00345933.711.34343299.420.5811.919.238.254.9124.29.5815.4630.7644.244690224.5781265.53.27229122177851.2748.734112.87028.18074.86893.626610.915.4626.4130.3425.911/7/07 0:0063115.7311.2962198.411.5911.919.238.254.9124.29.5815.4630.7644.220158101.330776.558.6510496966252.0747.934112.87028.18074.86893.626610.915.4626.4130.3425.91124.259.6699.26470588244083.285024154611.2909090909660895.47619047621/8/07 0:00418924.541.947034816.7583.2513.149.451.362.1178.47.3427.6928.7634.8145108225.5482185.493.26229822212650.9549.054125.97077.58126.16955.726789.315.426.4230.3325.961/8/07 0:00101293.486.15208119.880.213.149.451.362.1178.47.3427.6928.7634.8120259101.331066.528.6310516974351.9148.094125.97077.58126.16955.726789.315.426.4230.3325.96302.662.517.34104046245192.90919282516.1517241379752118156.242857142958.681539727536.9449874337511.57142857143.2742068209107.428571428616.85714285719.26864406781.4543882979432.857142857178.71428571434.02925531914.66949152544.13861386145.4990925591/9/07 0:00295724.12.295623918.9881.0217.448.544.651.5164.910.5529.4127.0531.2345403225.8982905.483.25230382236550.7449.264143.371268170.77007.226954.215.3726.4430.31261/9/07 0:0078302.65.5265233.3366.6717.448.544.651.5164.910.5529.4127.0531.2320337101.1831366.498.610542979551.8448.164143.371268170.77007.226954.215.3726.4430.3126467.560.6421.98391420913732.26197695575.4966666667824148161.242857142959.165411535437.6989667691511.57142857143.1726765305105.4285714286208.06214285711.529403794427.714285714383.85714285714.05691056914.19285714293.78205128215.10051107331/10/07 0:00278535.252.43124711.1588.8510.934.83841.5127.28.5727.3629.8732.6345681226.1483435.483.25230692261250.549.54154.27160.88208.77048.727081.415.3426.4430.3126.031/10/07 0:0064213.056.061648257510.934.83841.5127.28.5727.3629.8732.632040110131576.468.5810558984351.7548.254154.27160.88208.77048.727081.415.3426.4430.3126.03594.759.9913.74269005853422.68867924536.0571428571877169153.871428571459.260978553542.2299431459452.28571428572.939374245791.4285714286217.32721088441.68296875373.142857142979.14285714294.081253.7687074834.343754.7148014441/11/07 0:00271436.32.6772642.5897.4211.421.534.745114.89.9318.7330.2339.245952226.3683865.483.24230762287650.2249.784165.67182.38243.47093.727196.215.3226.4130.3126.081/11/07 0:0047153.137.652454.2695.7411.421.534.745114.89.9318.7330.2339.220448100.7331726.458.5710560988851.6448.364165.67182.38243.47093.727196.215.3226.4130.3126.08709.557.932.83018867923182.77003484327.6533333333920184144.485714285759.79829938742.530282638424.57142857142.93850108768119.28571428577.49185185191.7837742504351.285714285773.28571428574.33686067023.85.76595744684.79337231971/12/07 0:00184444.182.281916510.3389.671415.736.233.1100.413.9415.6436.0632.9746136226.1684305.473.24230952304150.0649.944179.671988279.67126.827296.615.3126.3730.3326.111/12/07 0:0046104.610.042444.3595.651415.736.233.1100.413.9415.6436.0632.9720494100.4631826.448.5810562993251.5448.464179.671988279.67126.827296.615.3126.3730.3326.11809.948.619.13043478262302.290836653410.04964194138.357142857158.884873515744.7480482612402.57142857142.909654104378.714285714318.14285714297.6259842521.7577132486330.857142857171.71428571434.20326678773.952755905544.61354581671/13/07 0:00378914.151.59377199.740.2621.820.134.668144.515.0913.9123.9447.0646514226.985215.463.22234722304250.4649.544201.47218.18314.27194.827441.115.3126.330.326.221/13/07 0:0070135.3811.1269198.571.4321.820.134.668144.515.0913.9123.9447.0620564100.3131956.448.5910631993351.748.34201.47218.18314.27194.827441.115.3126.330.326.22954.460.9799.55357142864483.100346020811.11538461541055207136.342857142959.230930427541.6982562547376.85714285712.764040234769.714285714318.42857142867.39844961241.9557377049309.8571428571674.44467213113.63565891475.44.62473347551/14/07 0:00233474.962.132330100011.417.827.140.9100.111.3917.7827.0740.8646747226.9385685.463.21237052304250.7149.294212.87235.98341.37235.727541.215.326.2730.2926.271/14/07 0:0041104.110.0139295.124.8811.417.827.140.9100.111.3917.7827.0740.8620605100.0232056.438.5910670993551.7848.224212.87235.98341.37235.727541.215.326.2730.2926.27100.158.6499.27007299272742.737262737310.011102217132.959.109964527638.6182108626357.71428571432.691604858663.142857142918.28571428577.267968752.1047511312293.857142857163.85714285714.65384615383.49218755.68292682934.60178970921/15/07 0:00380755.072.154034010.5389.4715.537.244.860160.99.6323.1227.8437.2947127227.6786435.453.21237452338250.3949.614228.37273.18386.17295.727702.115.2626.2530.2726.341/15/07 0:00106254.246.44218519.8180.1915.537.244.860160.99.6323.1227.8437.2920711100.0532306.418.58106911002051.6248.384228.37273.18386.17295.727702.115.2626.2530.2726.3426160.4112.55144032924863.02050963336.4361177242130.458.676599474137.96033994333532.707055214760.714285714317.71428571437.36129032262.1477647059288.428571428664.57142857144.75058823533.64516129033.58490566044.46681415931/16/07 0:00396537.472.945733914.3985.6116.933.949.752.1155.810.8521.7631.933.4447523228.4886965.463.2238022372150.0949.914245.273078435.87347.827857.915.2426.2330.2826.381/16/07 0:00761948.2245231.5868.4216.933.949.752.1155.810.8521.7631.933.442078799.9432496.48.57107151007251.5548.454245.273078435.87347.827857.915.2426.2330.2826.38416.855.217.16101694924723.02952503218.21230261129.157.718269337236.4591439689367.14285714292.84386411425816.14285714297.99734513272.225862069302.857142857164.28571428575.22167487683.9823008855.21052631584.71111111111/17/07 0:002404853.113420614.1785.8327.639.538.536.5149.118.5126.4925.8224.4847763228.5387445.463.2238362392749.950.14272.87346.58474.37384.32800715.2626.2330.2626.371/17/07 0:0079213.767.1215826.5873.4227.639.538.536.5149.118.5126.4925.8224.482086699.8432706.388.56107361013051.4548.554272.87346.58474.37384.32800715.2626.2330.2626.37565.950.9717.24137931033192.13950368887.11278282132.228571428656.320224719137.1024734982363.85714285712.751728608557.285714285716.14285714298.19115044252.3082294264297.428571428666.42857142865.19201995014.11504424783.03797468354.47741935481/18/07 0:00248514.862.432921911.6988.3131.726.328.934.2124.125.5421.1923.2927.5648011228.6287955.463.2238652414649.7150.294304.57372.88503.27418.528131.115.326.2130.2326.371/18/07 0:0053124.4210.34193435.8564.1531.726.328.934.2124.125.5421.1923.2927.562091999.6132826.378.57107551016451.4148.594304.57372.88503.27418.528131.115.326.2130.2326.3769048.7515.94684385383012.42546333610.34166666671329294133.557142857155.118194459338.8932806324361.42857142862.706171783158.428571428615.71428571438.49909090912.2858190709294.142857142967.28571428575.03422982894.28181818184.6792452834.37154989381/19/07 0:00200395.132.824715323.576.512.823.638.332.4110.111.6321.4434.7929.4348211228.4988345.463.2239122429949.650.44317.37396.48541.57450.928241.215.2926.1930.2426.381/19/07 0:005051022.021139227812.823.638.332.4110.111.6321.4434.7929.432096999.3832876.388.59107661020351.3448.664317.37396.48541.57450.928241.215.2926.1930.2426.38800.150.8723.22502.270663033622.021368299134.942857142955.314418801640.0392156863364.28571428572.699555367457.7142857143158.99619047622.3381188119296.428571428667.85714285715.13613861394.523809523844.36842105261/20/07 0:00427646.672.814131496.723.2820.845.251.262.6179.811.5725.1428.4834.8248638229.4288985.473.19243252431350.0149.994338.17441.68592.77513.52842115.2626.1830.2326.441/20/07 0:0083253.327.1982198.81.220.845.251.262.6179.811.5725.1428.4834.822105299.333126.368.58108481020451.5348.474338.17441.68592.77513.52842115.2626.1830.2326.44979.959.9697.05882352945102.83648498337.1921432324139.985714285755.332176752740.9647779479373.14285714292.665578120253.857142857116.71428571438.37521367522.599204244303.428571428669.71428571435.63395225464.17094017095.14457831334.35245901641/21/07 0:00167463.631.94167010006.223.432.926.889.36.9426.236.8430.0148805229.1389445.463.19244922431350.1849.824344.374658625.67540.328510.315.2426.1830.2526.451/21/07 0:0057115.188.1257010006.223.432.926.889.36.9426.236.8430.012110999.133236.358.58109051020451.6648.344344.374658625.67540.328510.315.2426.1830.2526.4589.356.211002242.50839865628.11818181821478335138.442857142955.071716025239.89071038253662.643690021753.714285714316.85714285718.21271186442.577393617294725.47340425534.27118644072.92982456144.083333333300000000000000

2nd QuarterTrendDateCountofCallsIWSCallsPerIwHPIPeakCallOffPeakCallPeakpctOffPeakpctAdminTimeProdTimeTravelTimeScrnTimeTotalTimeAdminPctProdPctTravelPctScrPctcumTotalCallscumCountofCallscumIWScumCallsPerIwcumHPIcumPeakCallcumOffPeakCallcumPeakpctcumOffPeakpctcumAdminTimecumProdTimecumTravelTimecumScrnTimecumTotalTimecumAdminPctcumProdPctcumTravelPctcumScrPctTrendDateCountofCallsIWSCallsPerIwHPIPeakCallOffPeakCallPeakpctOffPeakpctAdminTimeProdTimeTravelTimeScrnTimeTotalTimeAdminPctProdPctTravelPctScrPctcumTotalCallscumCountofCallscumIWScumCallsPerIwcumHPIcumPeakCallcumOffPeakCallcumPeakpctcumOffPeakpctcumAdminTimecumProdTimecumTravelTimecumScrnTimecumTotalTimecumAdminPctcumProdPctcumTravelPctcumScrPctCum HrsScrn+Main%%peakTotTotal CallsCallsPerHrHPICum ScreenersCum Mains7-dayScrn+Main7-day%Scrn+main7-day%peak7-dayCalls7-dayCalls/hr7-dayScrn7-dayMains7-dayMainHPI7-day Scrn HPI7-day ScrnCalls7-dayMain Calls7-d Scrn Calls/Scrn Iw7-d Main Calls/Main IwScrnCls/MainCls7-day ScrnCls/Main 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