DDC's Performance Standards
DDC measures the time taken to obtain all Disclosures, from the point that the application is requested by the client to the point the Disclosure is issued.
Inevitably the overall time taken to obtain a Disclosure is a function of DDC's performance, the applicant's responsiveness and the CRB/SCRO performance. However we have set standards for the time we take to perform those aspects of the process that DDC can directly or indirectly affect, i.e.
- our internal processes
- expediting the return of the application form by the applicant
- tracking all requests to applicant for further information
- tracking the application at the CRB/SCRO
Tracking online applications with applicants
Our computer system tracks all applications from the point they are requested by the client. This allows us to issue reminders to the applicant to a schedule agreed with the client.Where the application is using the online process the reminder schedule can reflect the shorter timescales made possible by the elimination of the postal system. The process is outlined below :-
| Follow-up reminder Calls | Default Timing | Client Options |
|---|---|---|
| Personalised SMS text reminder message (subject to 07XX number being provided by client) | 7 days from sending the e-mail giving user name & password to access applicant's online form | Different timescale or omitted |
| Telephone reminder (also confirms contact details and receipt of application pack) | 14 days from sending e-mail | Different timescale or omitted |
| Second reminder (SMS text or e-mail to confirmed contact details) | 7 days from successful first reminder | Different timescale or omitted |
| E-mail to client contact requesting them to "encourage" applicant to return form and notify DDC when they have done so | 7 days from successful second reminder | Different timescale or omitted |
| Final reminder (SMS text or e-mail to confirmed contact details) | 7 days from receipt of client response (to above) | Different timescale or omitted |
| E-mail to client contact notifying the that follow-up process has been completed with no response from applicant | 10 days from successful final telephone reminder | By discussion |
Tracking paper forms with applicants
Paper forms have to be sent through the post, so the reminder schedule reflects this, as outlined below :-
| Follow-up reminder Calls | Default Timing | Client Options |
|---|---|---|
| Personalised SMS text reminder message (subject to 07XX number being provided by client) | 7 days from sending the application pack out | Different timescale or omitted |
| Telephone reminder (also confirms contact details and receipt of application pack) | 17 days from sending application pack out | Different timescale or omitted |
| Second reminder (SMS text or e-mail to confirmed contact details) | 10 days from first reminder | Different timescale or omitted |
| E-mail to client contact requesting them to "encourage" applicant to return form and notify DDC when they have done so | 10 days from second reminder | Different timescale or omitted |
| Final reminder (SMS text or e-mail to confirmed contact details) | 10 days from receipt of client response (to above) | Different timescale or omitted |
| E-mail to client contact notifying the that follow-up process has been completed with no response from applicant | 10 days from successful final telephone reminder | By discussion |
For either method the system can cope with understandable delays such as illness or holidays, and (for the paper form process) lost or spoiled forms. Therefore in most cases, failure to return the form is not due to forgetfulness.
Elements within DDC's control
Where we can control the process the following are the standards we strive to maintain :-
| Task | DDC Response Time |
|---|---|
| Sending e-mail to applicants with codes to acces their online application form | immediate (on payment for cash clients) |
| Sending paper application packs direct to applicants (1st class post) | 2 working days |
| Expediting return of form by applicant | see tables above |
| Checking application forms & documents | Same day as received |
| Returning original documents to applicants by "recorded delivery"("Tracked" delivery from 1/8/2012) | 48 hours (95% same day) |
| Tracking paper forms requiring correction | Daily review |
| Re-checking "good" forms, countersigning and sending to CRB by "special delivery" | Same day |
| Monitoring forms with CRB or SCRO | Constant after 7 days |
| Receiving, logging (for clients to see) and storing Disclosure documents | Same day |
| Notifying specified client contact of Disclosures received with content and escalating until acknowledgement received | Immediate/24 hours |
| Verifying Disclosures to other RB's who have the applicant's permision (subject to our retaining them) | Up to 6 month from issue date (after which they are shredded) |
| Maintaining Disclosure details (allowable) on-line and notifying clients when a specified period has elapsed since issue | Client specified up to 3 years |
Variations of the process are possible by discussion.