This project was carried out for the Italian team, in close collaboration with ISTAT, Italy’s National Institute of Statistics, with the goal of improving the management of essential statistical campaigns at the national level.
Every day, ISTAT required Teleperformance to produce highly detailed and complex reports to monitor ongoing statistical campaigns.
The main challenges included:
Manual report generation took a long time and carried a high risk of errors.
The KPIs to be monitored were complex and often not clearly defined (“households suspended without contact,” for example).
Each workday involved the creation of 78 distinct Excel files, many with dedicated calculation sheets.
The data sources were not standardized, making daily, cumulative, and weekly summaries particularly difficult.
Strict timelines and quality standards meant delays could compromise ISTAT’s entire national data collection process.
A different approach was needed—faster, more accurate, and more scalable.
Hoverture designed and implemented a fully automated system for Teleperformance to generate the reports requested by ISTAT.
Through a thorough analysis of KPI logic, the solution:
Automated the production of all 78 files and their associated sheets, drastically reducing error risk.
Defined and formalized KPI rules and calculations, making them transparent and replicable across collaborators.
Implemented automated quality checks and consistency controls, guaranteeing alignment across report types (daily, weekly, cumulative).
Reduced production time from hours to just a few minutes, ensuring on-time delivery with no surprises.
The Results
Thanks to the new system:
Accuracy and timeliness of reports became a standout strength.
Workload for the Teleperformance team was reduced, allowing them to focus on higher-value tasks.
Full compliance with ISTAT’s strict standards and timelines was guaranteed.
Greater reliability was achieved in managing such a crucial national campaign.
