Are the children receiving letters fast with the new system?

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I was just wondering as to how the new letter writing guidelines are affecting the timelines for the sponsored kids to receive letters from sponsors?  I know there seems to be a few kinks on our end and sometimes it seems like letters are "in translation" for a long time.  That doesn't bother me too much because I know sometimes it takes a while to get a new process running smoothly, etc....I'm sure everything will get worked out soon.  But I am curious, is everything going smoothly in the country offices?  Are kids getting letters from their sponsors faster than before?  And also, now that the system is updated, do we know how long on average it takes an online letter to reach the sponsored child?  And if this has already been asked, I apologize, but I haven't been reading too many posts lately on this site.  Thanks!
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Anne Oliver

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Posted 3 years ago

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Susan

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Hi Anne! Happy to see you again on here! And thanks for reaching out about the new letter writing process! We are seeing some of the letters traveling faster to and from the children than ever before. However, we have also run into some more issues in the new letter writing system than we anticipated. This means that while in some cases letters are being delivered within a few days to a week others are still taking about two to three months to be delivered (or as much as it used to take before the change). When letters are "in translation" there is more that goes on than just translation. Specifically, because of the extra kinks in the system, we have been running more quality assurance checks in addition to the translation. This is why letters seem to be taking longer in translation. Also, because we are still in this transition and working through issues in the new system, we are not able to give an accurate estimate or average time that letters will take to be delivered, including online letters. It really varies quite a bit right now and once we get through the transition the timing will be much more clear. We are hopeful that we will be able to work through all these kinks in the new system soon.   
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Debbie Skacel Tovar

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Susan, I tagged you in the fb group.  Once again, the operators are telling people a different story, and that the reason all these letters are in translation is because it's being done manually, and that the system dates aren't right, and that these letters really did go through, which isn't what you have been saying.
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Susan

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Debbie, thanks! I saw your tag on Facebook. Actually, both what I said above and what the representative said on the phone to Jennifer are correct. As I mentioned, we have come across more issues than anticipated and we are talking about more than one issue. I will try to explain in as much detail as I can but please know from the outset that these issues are complicated. That said, from a 30,000 feet level all of the issues are basically software and training issues if that helps. We have been doing more quality assurance in order to work through the kinks in the system and it has been taking longer than expected. In addition, the translation software is not working as we had hoped so we are working to fix it. In the mean time, we are manually translating many of the letters. As far as the system dates not being right, I am not sure what you are referring to here. However, if you are talking about letters appearing to have been "cancelled" I can say that those letters are either having errors corrected or they are being manually translated before being re-entered into the system and sent right away. This means that you may see letters that will appear to "skip" steps in the process and go very fast in the system or and you may see letters getting cancelled that later go through fine. We've seen a bit of a bottle neck of letters as we work through all of these errors and we are doing everything we can to get them delivered as soon as possible. 
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Anne Oliver

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Thanks for the clarification!  I'm sure everything will get worked out soon.  Seems like a lot of people are frustrated which frustrates me, because I hate seeing people threatening to walk away from their sponsorship because they don't know what's going on or aren't getting their letters as fast as they want to.  I'm thankful for all that you guys do at Compassion :)


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