What factors are contributing to the unexpected 30% rise in processing errors for Broadridge's Proxy Voting platform in the last month?

Introduction

The unexpected 30% rise in processing errors for Broadridge's Proxy Voting platform over the last month is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product ecosystem, user journey, and relevant metrics. From there, I'll generate data-driven hypotheses, conduct root cause analysis, and propose a comprehensive validation and resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a correlation with recent system changes. Have there been any significant updates or deployments to the Proxy Voting platform in the past 1-2 months?

Why it matters: Recent changes could directly impact processing errors. Expected answer: Yes, there was a major update to improve processing speed. Impact on approach: If confirmed, I'd focus on regression testing and code review.

• Considering user behavior, I'm curious about voting patterns. Has there been an unusual spike in voting activity or changes in voting methods (e.g., more mobile voting) recently?

Why it matters: Unusual activity could strain the system, leading to errors. Expected answer: Voting activity has been relatively stable. Impact on approach: If stable, I'd shift focus to internal system issues rather than user behavior.

• Thinking about data integrity, I'm wondering about the error detection process. Has there been any change in how processing errors are identified or logged in the past month?

Why it matters: Changes in error detection could artificially inflate error rates. Expected answer: No changes to error detection processes. Impact on approach: If unchanged, I'd focus on actual error occurrences rather than measurement issues.

• Considering the broader ecosystem, I'm curious about dependencies. Have there been any changes or issues with third-party integrations or data providers that feed into the Proxy Voting platform?

Why it matters: External dependencies could introduce errors into our system. Expected answer: Some API changes with a major data provider. Impact on approach: If confirmed, I'd investigate the integration points and data flow from external sources.