What do our clients say about us?

Date
Originally aired: June 24, 2025

How Integrity Advocate Transformed Online Proctoring for the National Payroll Institute

Solution: Integrity Advocate E-Proctoring Platform

{{post-stat-highlight}}

Before implementing Integrity Advocate in 2020, the National Payroll Institute (NPI) faced significant challenges with its existing online proctoring solution. With over 15,000 course registrations annually and a growing need for remote assessment integrity, NPI was eager to ensure a seamless experience for users and administrators. 

The COVID-19 pandemic forced NPI to rapidly pivot from its honor-based supervisor proctoring system to a fully online solution. Technical issues, compatibility problems, and frustrated students plagued their first attempt at online proctoring. The situation became critical as NPI's membership had grown from 4,000 members decades ago to over 17,000 PCP designation holders and 4,000 PLP designation holders, all requiring reliable assessment integrity.

Christopher Pacella, Manager of Professional Accreditation and Standards, knew there had to be a better way. The previous system required plugin downloads, only worked on specific browsers, lacked French language support for their 12% francophone membership, and caused technical headaches for students and administrators. With integrity being one of NPI's four core values, the technical barriers undermined their fundamental mission.

{{post-block-quote}}

The reality was apparent - their proctoring system needed a complete overhaul to support NPI's mission of maintaining the highest standards of professional payroll excellence.

A Complete Transformation in User Experience

Fast-forward to today using Integrity Advocate, and the transformation has been remarkable. What used to be a source of constant technical support tickets has become virtually invisible to users. The seamless integration with D2L Brightspace meant students could focus on their assessments rather than troubleshooting technology. This transformation was particularly crucial for NPI's diverse student population, which includes many professionals who returned to education later in their careers and may not be as comfortable with complex technical systems.

"We're getting very little [feedback]. And that's amazing. That speaks volumes. That's exactly what we want. You don't hear about software that works well typically... But if it didn't work, you better believe we're going to hear about it a lot. And that was the big difference between the system that we previously had, where we heard all sorts of feedback, and Integrity Advocate, where it just works." - Christopher Pacella, Manager of Professional Accreditation and Standards

The implementation process was remarkably smooth, requiring only a 45-minute setup meeting compared to the weeks of troubleshooting that characterized their previous solution. This efficiency allowed NPI's technical team to redirect their efforts from crisis management to strategic educational initiatives that better serve their members.

Dramatic Improvement in Academic Integrity

One of the most significant improvements was in academic integrity incident management. NPI saw remarkable results after implementing a comprehensive academic integrity education module combined with Integrity Advocate's seamless proctoring. The institute's proactive approach to education and reliable technology created an environment where students understood expectations and could meet them without technical barriers.

"We went from an average of 86 incidents per month, and it dropped more than in half, down to 37. And that's been very consistent since we implemented some of these resources and things for people to understand what academic integrity means." - Christopher Pacella, Manager of Professional Accreditation and Standards

The reduction wasn't just about fewer incidents - it was about quality. The remaining incidents were genuine violations rather than accidental technical issues or misunderstandings about proctoring protocols. This improvement meant that NPI's review committees could focus their time on legitimate concerns rather than sorting through technical false positives, leading to more consistent and fair decision-making processes.

Seamless Student Experience

The transformation was equally dramatic for students. Daniela Kwiatkowski, Manager of Learning and Professional Development, experienced the system firsthand when she took one of NPI's courses. Her experience highlighted how the technology disappeared into the background, allowing students to concentrate on demonstrating their professional competency. This was particularly important for NPI's student population, many of whom are working professionals balancing career responsibilities with continuing education requirements.

"Before you do it for the first time, you're thinking, how am I going to do this? I've to write this exam that's stressful enough, and somebody will be watching me... I moved the camera to one corner and then I forgot about it, and it was easy to forget about it. It wasn't constantly there. [Like] oh, it's watching you. It was put in a corner, now [I could] focus on the exam, which is what we want people to do." - Daniela Kwiatkowski, Manager of Learning and Professional Development

This improvement in user experience had cascading effects throughout the organization. Students could focus on demonstrating their payroll expertise rather than wrestling with technology. The reduced anxiety around the proctoring process meant that assessment results better reflected actual knowledge and competency. This directly supported NPI's goal of ensuring that designation holders truly possess the skills they represent to employers.

Scaling Success Across the Organization

The partnership with Integrity Advocate enabled NPI to scale its proctoring operations dramatically while maintaining quality and integrity. This scalability proved crucial during the pandemic when remote learning accelerated rapidly, but it continues to support NPI's growing membership and expanding course offerings. The ability to handle volume without compromising academic integrity standards has become a competitive advantage for the organization.

"We were able to scale that up dramatically through our move to D2L Brightspace and the integration with Integrity Advocate. There was a point at which we maybe had a few thousand students being e-proctored, to the point now where every one of our students is e-proctored through the payroll compliance professional designation... And that ramp-up happened in less than three months." - Steven Van Alstine, Vice President of Professional Standards and Education

The rapid scaling capability also supported NPI's diverse delivery methods, including partnerships with public and private academic institutions alongside their direct-to-student programs. This flexibility has allowed NPI to expand its reach while maintaining consistent standards across all delivery channels.

Administrative Efficiency and Confidence

From an administrative perspective, the transformation was equally impressive. Decision-making that previously took weeks now happens within 48 hours, with clear evidence and streamlined processes. The administrative team developed communication templates and tracking systems that ensure consistent and fair handling of all incidents. This systematic approach has created a defensible process that stands up to appeals and maintains the organization's reputation for fairness and integrity.

"Giving someone a zero on an exam or failing a course is a big deal. I cannot emphasize it enough... Having the peace of mind to know this is an incident [that was] flagged for the right reasons. We can see that this is a violation, [it] gives us the peace of mind to say, okay, we know that if we're going to give them a zero or fail them or whatever the consequences are, we are very confident that this is legitimate." - Daniela Kwiatkowski, Manager of Learning and Professional Development

The administrative experience became so streamlined that what used to consume significant staff time troubleshooting technical issues now allows the team to focus on genuine student support and educational excellence. This shift has improved job satisfaction for staff members who can now concentrate on meaningful educational work rather than technical crisis management.

Advice for Other Organizations

Having experienced both the challenges of problematic proctoring solutions and the success of the right partnership, the NPI team offers clear guidance for other organizations. Their journey from a 50% student issue rate to virtually zero technical problems provides valuable lessons for any organization considering e-proctoring solutions. The team emphasizes the importance of thorough due diligence and learning from organizations that have successfully navigated similar transformations.

"There are a lot of products out there. And you're going to reach out to them, and the sales team will talk a big game about all the wonderful things they can do. Take your time and understand the technical aspects of implementation before making a decision. And if you want to save yourself a lot of time, start with Integrity Advocate, because we've already done that research for you and know that it works." - Christopher Pacella, Manager of Professional Accreditation and Standards

The NPI team's recommendation reflects their comprehensive experience with multiple solutions and their understanding of the actual costs of implementation challenges. Their advice emphasizes that the initial technology decision impacts not just technical performance but also student experience, administrative efficiency, and ultimately the organization's ability to fulfill its educational mission.

{{download-resource-cta}}

{{post-cta}}

Credentials that carry real professional consequence. The landscape has shifted and it is not slowing down.

In the video above, we trace how assessment delivery has evolved from in-person exams to global remote testing and why each shift has required a new approach to protecting integrity. Today’s environment requires a modern assessment security strategy designed for AI, scale, and trust.

The Landscape Has Shifted

Assessment did not begin online. It moved there. For decades, integrity relied on physical oversight in classrooms and testing centers. As programs expanded, online exams increased access and flexibility. Then the COVID surge accelerated remote assessment almost overnight. What began as an emergency solution became a long-term operating model for many institutions and credentialing bodies.

As delivery models evolved, security had to evolve as well. The challenge now is that change is happening faster and across more dimensions at once.

The AI Era Has Changed the Risk Equation

Generative AI has fundamentally altered how information is accessed, created, and submitted. Tools powered by artificial intelligence can draft essays, solve complex problems, generate code, and replicate writing styles within seconds.

Wiley’s large-scale academic integrity research found that a growing percentage of students acknowledge using AI tools in academic settings, and many instructors report increased concern about AI-assisted misconduct in online exams. The issue is not theoretical. It is active and expanding.

Traditional remote proctoring models were built to detect visible behaviors such as a second person in the room or suspicious movements. AI-assisted misconduct often leaves fewer visible signals. The risk is increasingly digital rather than physical.

Programs must now account for:

• AI-generated responses submitted during online exams
• Real-time AI assistance on secondary devices
• Screen-to-phone workflows that avoid camera detection
• Rapidly evolving generative AI tools

At the same time, institutions cannot simply increase surveillance. Wiley research also shows that student trust and perceptions of fairness directly influence engagement and compliance. Excessively invasive monitoring can undermine that trust.

Modern assessment security in the AI era requires a layered approach:

• Intelligent detection signals
• Contextual analysis
• Trained human review
• Clear, defensible documentation

AI can identify patterns at scale. Human expertise provides interpretation and fairness. The objective is not to monitor more. It is to respond intelligently to how misconduct has evolved.

Scale and Access Have Redefined Expectations

Programs now serve global audiences across time zones and devices. Certification pathways are expanding, workforce training is accelerating. According to recent industry market analysis, the global online proctoring market is projected to continue growing at a strong compound annual growth rate over the next several years, driven by remote testing demand and enterprise credentialing needs.

As access scales, candidates expect experiences that are simple, device-friendly, and reliable. Programs need solutions that integrate into their LMS platforms, require minimal setup, and support growth without creating operational strain.

Research from Wiley indicates that students are more likely to report positive testing experiences when the process is straightforward and transparent. Complexity and technical barriers reduce confidence in the assessment process.

Modern assessment protection must:

• Work across devices and real-world environments
• Minimize unnecessary technical hurdles
• Integrate directly with LMS systems
• Scale without increasing manual administrative work

Ease of use is no longer a convenience. It is directly tied to program adoption, student trust, and operational sustainability.

Security must scale as confidently as the programs it protects.

Privacy and Trust Are Non-Negotiable

As digital assessment expands, privacy expectations intensify.

Wiley research highlights that students care deeply about how their data is collected, stored, and used. Concerns around surveillance and data retention influence perceptions of fairness and institutional trust.

At the same time, regulatory frameworks around data protection continue to evolve globally. Institutions must balance integrity with compliance and reputational risk. Security that compromises privacy ultimately weakens credibility.

Programs increasingly seek approaches that:

• Minimize unnecessary data collection
• Avoid excessive long-term storage of exam data
• Provide contextual human review rather than automated punishment
• Deliver defensible and transparent outcomes

Trust is part of assessment integrity. A secure system must protect both the exam and the relationship between the organization and the candidate. Integrity and privacy must coexist.

Credentials Carry Long-Term Consequences

Assessments are no longer isolated academic exercises. They connect directly to employment decisions, professional licensure, workforce mobility, and digital credential verification. Industry market analysis shows that employers increasingly rely on verified credentials as part of hiring and advancement decisions.

When exam integrity is compromised, the value of the credential is compromised. When credentials lose credibility, the entire ecosystem is affected.

Programs are therefore focusing not only on detection but on defensibility:

• Clear audit trails
• Consistent enforcement standards
• Transparent review processes
• Long-term protection of credential credibility

Assessment security is about preserving trust in outcomes, not simply preventing violations during a single session.

Why a Tool Is No Longer Enough

In this environment, selecting a proctoring solution becomes a strategic decision. Organizations need more than software that flags behavior. They need a partner that:

• Understands AI-era risks
• Invests in research and thought leadership
• Balances intelligent detection with human judgment
• Supports scalable growth
• Adapts to evolving regulations and technology

Security is no longer a static feature. It is an evolving system. Standing still is the greatest risk.

Built for What Is Next

Integrity Advocate was designed for this reality. We combine AI-powered detection with trained human review to deliver assessment security that adapts to your program’s needs. We prioritize privacy, minimize unnecessary data storage, and support flexible proctoring options that work across devices and environments.

More importantly, we treat assessment integrity as an ongoing partnership. Three things are certain:

The landscape will continue to change.
Technology will continue to advance.
New risks will continue to emerge.

The organizations that succeed will be those who choose strategies and partners built to evolve alongside them. Is your strategy is built for what is next?

{{post-cta}}

Last year, just 0.58% of Integrity Advocate learners required support during their exam. That’s less than one person for every hundred.  

Why is this number significant? In our conversations with clients and prospective customers, a resounding theme is the desire to keep support rates as low as possible. Learners require support for a number of reasons: device compatibility issues; download and installation issues; connectivity issues — each of these things takes time and effort to resolve, and leads to general frustration among participants. 

If you run online exams, qualifications or continuing education programming, ask yourself: what are these issues costing you? We break down some of these ‘hidden costs’ in a separate blog post, but we encourage all organizations to do an audit and really dig into the impact this is having on their bottom line. 

So, this begs the question: what are we doing differently? There isn’t any one answer — in reality, it’s a combination of multiple innovations, as well as an overarching commitment to the learner experience. That being said, here’s a look behind the scenes at the top five secrets to our industry-leading support. 

1. No installation, no plug-ins

Our number one secret to low support is to remove the biggest learner pain point: installation. Integrity Advocate is the only proctor that doesn’t require the learner to download and install an app or browser plug-in. This is particularly helpful in large organizations with device policies that may prohibit the installation of third-party software. Plus, it’s just easier for learners: simply log in, follow the instructions on screen and take their exam.  

2. Mobile device/tablet compatibility

Because Integrity Advocate works without plug-ins, it’s fully compatible with all mobile devices, tablets, Chromebooks and their operating systems. That’s great news for learners on the go; not only does it offer BYOD convenience, it eliminates panicked support calls from learners trying to get up and running on an unfamiliar device. Plus, Integrity Advocate has a low bandwidth protection for seamless operation in areas with poor wifi or mobile connectivity. 

3. No scheduling

Tech troubles aren’t the only frustration learners typically experience with online proctoring. There’s also scheduling. Requiring that participants complete their exam at a specific time negates the benefits of online learning — and creates additional admin hassles and support issues. Fortunately, Integrity Advocate’s services are all available on demand — any time, any place, with less stress for everyone. 

4. Privacy by design

Learners concerned about invasive proctoring systems will be happy to know that Integrity Advocate is built on Privacy by Design principles, which means we only collect the data we need, use it for its required purpose (ie — we don't sell it) and delete it as soon as possible. This leads to fewer support calls, data deletion requests and privacy issues. (As an added bonus, this greatly simplifies compliance with GDPR, CCPA and related legislation.)

5. Simple, easy to understand interface

By now it should be pretty clear that we’ve done a lot of backend work to make Integrity Advocate the easiest-to-use proctoring solution. But what does that look like in practice? Book a demo.

See? Simple. Easy. Secure. Our goal always has and always will be to provide the best service possible to our customers and we take great pride in leading the industry in terms of support rates.

{{post-cta}}