Jun 2, 2025 | 8 min read
On Demand: 30K Proctored Exams, Zero Headaches: National Payroll Institute Keeps Support Under 1%
Date
Originally aired: June 24, 2025
Time
1:00pm EDT
How Integrity Advocate Transformed Online Proctoring for the National Payroll Institute
Solution: Integrity Advocate E-Proctoring Platform
57% reduction in academic integrity incidents
<1% of users require technical support
30,000+ exams proctored with seamless experience
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.
“We went from having close to 50% of our students having issues with the online proctoring to almost no one. And that’s why we’re here today: we’re so pleased with how things have gone.”
– Christopher Pacella, Manager of Professional Accreditation and Standards
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.
