Questions to Ask a Test Centre Network Provider

A guide for awarding organisations and programme owners.

Test centres remain central to many awarding organisations’ strategies, with some even thinking of returning to centres for some online proctored assessments. Use these questions to evaluate providers. Each item includes a brief note on why it matters.

1. Delivery Model & Capacity

• Do you run on-demand appointments, fixed test windows, one-off events — or all three?

  Why it matters: On-demand networks suit steady volumes; event models need surge capacity, marshalling, and different SLAs.

• What’s your proven peak capacity (per site and multi-site) and the largest event you’ve delivered?

  Why it matters: Confirms scalability for national days or sudden surges.

• Can your network reach hard-to-reach cohorts (rural areas, employer premises, new geographies)?

  Why it matters: Flexibility widens access and equity.

• What are typical and maximum seat counts per room/site, and concurrent exams across sites?

  Why it matters: Drives timetable design, invigilator/proctor ratios, safety and comfort limits.

• How do you plan for peak demand and prevent bottlenecks (capacity modelling, overflow sites, extended hours)?

  Why it matters: Protects candidate experience and your reputation during spikes.

2. Technology & Integrations

• Do we have to use your delivery platform, or can we bring our own?

  Why it matters: Avoids lock-in and clarifies integration effort and ownership of candidate UX.

• Which delivery modes are supported (centre-based, secure browser, BYOD, paper)? Can we mix modes?

  Why it matters: Lets you meet regulatory and candidate needs flexibly.

• Can online-proctored tests be offered within centres without additional or duplicate costs?

  Why it matters: Centre delivery sometimes yields less evidential data than remote. Combining modes on-site can strengthen appeals so long as they don’t inflate costs.

• What integrations exist (APIs, SSO/SAML/OAuth, LTI/QTI, webhooks) and do you provide a sandbox?

  Why it matters: Reduces project risk and speeds time-to-live.

• What on-site IT is standard (network specs, locked-down workstations/tablets, peripherals)?

  Why it matters: Ensures performance, accessibility devices, and fewer day-of failures.

• Do you support end-to-end pilots and dry runs with our platform and content?

  Why it matters: Finds issues before candidates do.

3. Security, Proctoring & Evidence

• Exactly what video/audio evidence is captured in-centre (room cameras, candidate view, microphones)?

  Why it matters: Centres often rely on invigilator/proctor reports; CCTV/audio may be overwritten before investigations begin. How long is it stored for and can clips be retained for as long as required?

• What are your evidence retention and retrieval policies (duration, SLAs, chain-of-custody, redaction)?

  Why it matters: Critical for appeals, complaints, and regulator inquiries.

• How is candidate identity verified (ID types, biometrics, re-checks)?

  Why it matters: Prevents impersonation and maintains trust in high-stakes exams.

• What anti-cheating controls run before/during/after delivery (room sweeps, device searches, data forensics)?

  Why it matters: Demonstrates layered defences and consistent practice.

• What is the incident workflow (detection → documentation → notification → outcome) and the SLA for reports?

  Why it matters: Clear, fast documentation underpins fair decisions and confidence.

4. People, Vetting & Training

• Do you directly operate centres or subcontract partners? Can you share an organisation map.

  Why it matters: Direct control can mean more consistency; subcontracting requires stronger QA.

• How are invigilators/proctors recruited, vetted (background/DBS or local equivalent), trained, and re-certified?

  Why it matters: Staff quality is the frontline of exam integrity and inclusion.

• What are staff-to-candidate ratios and contingency cover for absence?

  Why it matters: Prevents under-supervised sessions and last-minute cancellations.

• Do you provide on-site IT support and who owns first/second-line triage?

  Why it matters: Faster fixes, fewer abandoned sessions.

5. Candidate Experience & Accessibility

• How do candidates book, reschedule and pay (multi-currency)? Who handles international taxes, tariffs and fees?

  Why it matters: Directly impacts access, fairness and administrative load.

• What is your reasonable-adjustments process (lead times, accepted evidence, supported aids/rooms/software)?

  Why it matters: Ensures compliance and equitable access at scale.

• Do all centres follow the laws of the host country, or do you enforce a single global standard?

  Why it matters: Accessibility, disability rights and treatment of candidates (e.g., gender identity) vary by country; inconsistency can harm your brand and values.

• Do centres have access to vetted scribes and accessibility tools (e.g., JAWS or equivalent screen readers)?

  Why it matters: Supports blind/partially sighted candidates and compliance with disability legislation.

• If candidates must access artefacts (PDFs) or author documents (e.g., Microsoft Word), do all centres have the required licensed software?

  Why it matters: Prevents unfair disadvantage and unexpected costs for adjustments or specific test tasks.

• What facilities standards are guaranteed (lighting, noise, seating, signage, wayfinding, lockers)?

  To perform desktop research on the global network of centre providers, check out the Collection of Global Test Centre Networks, Equipment and Venue Providers

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