DDC's Performance Standards
Currently applying for a Disclosure is a manual, paper-based process that requires the applicant to complete and sign the application form (A3 size and two-sided)then return it to the Registered Body to countersign and submit. Some Registered Bodies try to capture the required data over the internet and transfer this to the form before sending it to the applicant for signature, but this does not guarantee that the data is "good", so manual checking by the Registered Body is unavoidable.
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 forms with applicants
We have developed a computersied system for tracking the forms we send to applicants and reminding them to return them. 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) | 10 days from sending the application pack out | Different timescale or omitted |
| First telephone reminder (also confirms contact details and receipt of application pack) | 17 days from sending application pack out | Different timescale or omitted |
| Second telephone reminder call | 10 days from successful first reminder call | Different timescale or omitted |
| E-mail to client contact asking them to "encourage" applicant to return form and notify DDC when they have done so | 10 days from successful second reminder call | Different timescale or omitted |
| Final telephone reminder call | 10 days from receipt of client noification of 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 |
The system can cope with understandable delays and lost or spoiled forms, so 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 application packs direct to applicants (1st class post) | 2 working days |
| Expediting return of form by applicant | see table above |
| Checking application forms & documents | Same day as received |
| Returning original documents to applicants by "recorded delivery" | 48 hours |
| Tracking 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.