Why has NAVEX's EthicsPoint hotline reporting system seen a 30% drop in new case submissions over the past quarter?

Introduction

The 30% drop in new case submissions for NAVEX's EthicsPoint hotline reporting system over the past quarter is a significant issue that requires immediate attention. This decline could indicate underlying problems with the system's functionality, user experience, or even broader organizational issues. I'll approach this analysis systematically, focusing on identifying potential root causes, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this drop coincided with any particular time of year or company events?

Why it matters: Seasonal patterns could explain fluctuations and help predict future trends. Expected answer: No significant seasonal correlation identified. Impact on approach: If seasonal, we'd focus on year-over-year comparisons instead of quarter-over-quarter.

• Considering user segments, I'm wondering if this drop is uniform across all types of reporters. Have you noticed any differences in reporting rates among various employee levels or departments?

Why it matters: Identifying affected segments could point to specific issues or changes impacting certain groups. Expected answer: The drop is relatively uniform across segments. Impact on approach: If not uniform, we'd prioritize investigating the most affected segments.

• Thinking about recent changes, have there been any updates to the EthicsPoint system or company policies regarding its use in the past 6 months?

Why it matters: Recent changes could directly impact user behavior or system performance. Expected answer: Minor UI updates were implemented 3 months ago. Impact on approach: If significant changes occurred, we'd focus on their potential impact on user experience and accessibility.

• Considering data integrity, has there been any change in how case submissions are tracked or categorized?

Why it matters: Ensures we're comparing apples to apples and not facing a data anomaly. Expected answer: No changes in tracking or categorization methods. Impact on approach: If changes occurred, we'd need to recalibrate our analysis based on the new methodology.