Background
The Association of Clinical Research Professionals (ACRP) sets the standard for professional competence in the field of clinical research through its portfolio of certification programs. With over 2,000 candidates testing annually, and a growing number of specialty and role-based credentials, ACRP sought a partner that could help them scale and modernize their program with ease, insight, and reliability.
In early 2024, ACRP transitioned to PSI as their new end-to-end testing partner. The change followed a comprehensive search for a provider that could offer improved service, greater responsiveness, and stronger capabilities in psychometrics and delivery. From a rapid transition to close daily collaboration, PSI has become a true extension of ACRP’s certification team.
“We’re a small team managing a large program, and with PSI, we haven’t needed to hire additional staff. They really do act as an extension of us.”
Challenge
With a lean internal team managing six credentialing programs, including four NCCA-accredited certifications, ACRP required a testing partner that could act as both a support system and a strategic force. While their previous vendor had supported the program for years, evolving needs in remote proctoring, test taker experience, test development, and system integration prompted ACRP to explore new options.
Their goals included:
- Stronger candidate experience with reliable online proctoring.
- A full-service psychometrics and exam development team to refresh exams post-job analysis.
- Improved client support and faster response times.
- Greater operational efficiency through automation and integration.
"We’d been with our previous vendor for over 15 years, it was more about maintaining than improving. We needed new ideas, better support, and someone to lead us forward.”
“We want to stay ahead of the curve, and PSI brings the ideas, the tools, and the people to help us do that. We’re excited for what’s next.”
Solution
ACRP and PSI completed the testing program transition in under 90 days, including six exams and a launch in February 2024. The process was smooth, even with a holiday-season timeline, thanks to tight coordination and a shared sense of urgency.
From day one, PSI emphasized partnership: Building relationships across test development, client success, and delivery to ensure ACRP’s small team always felt supported and in control.
PSI also helped implement several technological upgrades to save time on manual processes and streamline ACRP’s workflows, including:
- Single sign-on (SSO) from ACRP’s website to the PSI Test Taker Portal.
- Results API (Application Programming Interface) for automated score reporting.
- Flexible delivery through PSI Test Centers and PSI Proctoring Platform.
“We were nervous about joining such a large organization. But from day one, it’s felt like working with a small, dedicated team. Everyone, from the President to our Client Success Director, knows us and cares.”
“PSI’s test development team is amazing. It’s one of my favorite teams to work with, so responsive, proactive, and full of exciting testing innovations. It feels completely different than what we were used to.”
Results
Greater test taker satisfaction
ACRP’s candidate satisfaction is now over 90% for both test center and remote modalities. The PSI Test Taker Portal, reliable live remote proctoring (LRP), and clear pre-test communication have contributed to a smooth testing experience and reduced complaints.
Streamlined test development
Working with PSI’s psychometricians and content science teams, ACRP has completed four job analyses and updated exam forms on schedule – despite the switch to a new provider. PSI’s support has allowed ACRP to maintain test quality with fewer internal resources and even explore adding new credentials.
Scalable operations and custom solutions
As volumes surged (including a 1,500-certification bulk request from one of ACRP’s partners), PSI supported ACRP in testing outside their standard windows, without disruption. Even requests like adding bathroom breaks mid-cycle were handled swiftly.
Trusted test security and ongoing innovation
Test security is a top priority for ACRP, and the organization appreciates PSI’s commitment to staying ahead of evolving risks. Whether it’s robust proctor training, video monitoring, or LRP customized flag reviews, PSI works closely with ACRP to enforce strong test security protocols and respond to any incidents with transparency and care
Exceptional client support
With a small internal team, ACRP relies on PSI’s Client Services team for seamless, responsive support. The efficient ticketing system ensures all issues are tracked and resolved quickly. Personalized attention from PSI’s Client Success team, along with direct communication through tools like Teams chat, allows ACRP to maintain smooth operations without additional staff.
Future plans
As ACRP looks to grow its certification portfolio and expand services, the organization is eager to explore more PSI innovations, from AI-assisted content development to deeper analytics on candidate support and test security.
“We used to get constant complaints. Now we barely hear from candidates, and when we do, PSI has already flagged and resolved most issues. The satisfaction data speaks for itself.”
“Don’t be afraid to make a change, even if you’re a small program. PSI has proven to be everything we hoped for and more.”
