Memorandum from the Criminal Records Bureau
1. CRB issued 3.2 million Disclosures in
2006. The CRB is funded through fees paid by the public (or there
employers) for each check that is carried out.
2. CRB has the following formal systems
in place for gathering customer feedback:
— Facility on website—nil cost
pa
— User surveys—£25,000 pa
— Analysis of complaints—nil
cost pa
— Consultative Groups, £4,000
pa
3. User Survey and Consultative Groups are
the most effective.
4. Nearly all of the guidance produced by
CRB has been revised as a result of complaints in terms of clarity
or completeness. The biggest area where customer feedback from
complaints has effected change is in the quality of information
provided to customers. This includes improving standard letters
issued by the Dispute and Production areas, improving the quality
of Capita correspondence and improving the CRB website and guidance
material for customers. Customer feedback from complaints has
also impacted significantly upon the development of the new DAF.
5. User surveys are completed annually,
£25,000 is spent on each survey.
6. Service Standards
As part of our commitment, we will aim to issue:
— 90% of Enhanced Disclosures within
4 weeks of receiving a completed application
— 90% of Standard Disclosures within
10 days of receiving a completed application
We will aim to answer:
— 90% of telephone calls within 20
seconds
— 95% of letters within 10 days
— 95% of emails within 48 hours
We will aim to resolve:
— 90% of disputes over Disclosure content
within 3 weeks
We will aim to complete:
— 90% of registrations of Registered
Bodies within 4 weeks from receipt of application.
7. Complaints are dealt with by the first
person who receives the complaint (Call Centre Agent). We also
have a Complaints team to deal with written/emailed formal complaints
and these are dealt with in accordance with our complaints resolution
model.
8. There are seven full time equivalents
involved in complaint handling, 1 HEO, 4EOs and 2 AOs.
9. All responses are QA'd by another member
of the team before being issued. We also sample complaints per
month after issue to check for accuracy and completeness.
10. A monthly complaint trend analysis is
discussed at the Service Delivery Board each month.
February 2007
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