Why has the average processing time for ApplyBoard's document verification service increased from 48 hours to 72 hours in the last quarter?

Introduction

The increase in ApplyBoard's document verification processing time from 48 to 72 hours over the last quarter is a critical issue that demands immediate attention. This slowdown directly impacts user experience, potentially affecting student applications and institutional relationships. I'll approach this problem systematically, examining both internal and external factors to identify the root cause and propose effective solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal impact. Has there been a significant increase in application volume compared to the same quarter last year?

Why it matters: Seasonal fluctuations could explain the increased processing time. Expected answer: Yes, there's been a 20% increase in applications. Impact on approach: If confirmed, we'd need to focus on scaling our verification capacity.

• Considering potential system changes, have there been any recent updates to the document verification process or supporting infrastructure?

Why it matters: Recent changes could introduce bottlenecks or bugs affecting processing time. Expected answer: A new AI-assisted verification tool was implemented last month. Impact on approach: If true, we'd need to investigate the tool's performance and integration.

• Thinking about team dynamics, has there been any significant change in the verification team's composition or workload?

Why it matters: Staff changes or increased workload could affect processing efficiency. Expected answer: Two senior verifiers left the team recently. Impact on approach: If confirmed, we'd need to address staffing and training issues.

• Considering external factors, have there been any changes in document complexity or new verification requirements from partner institutions?

Why it matters: Increased complexity could naturally lead to longer processing times. Expected answer: Some institutions have added new authentication requirements. Impact on approach: If true, we'd need to update our processes and possibly renegotiate with partners.