What factors are contributing to the increased turnaround time for Checkr's Motor Vehicle Record (MVR) checks in the last quarter?

Introduction

The increased turnaround time for Checkr's Motor Vehicle Record (MVR) checks in the last quarter is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product ecosystem, metric breakdown, and data analysis. From there, I'll form and validate hypotheses, conduct root cause analysis, and propose a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal fluctuations. Has this increase in turnaround time coincided with any particular season or event?

Why it matters: Seasonal patterns could explain temporary spikes and inform our solution approach. Expected answer: No clear seasonal pattern identified. Impact on approach: If seasonal, we'd focus on scaling resources during peak times.

• Considering potential system changes, have there been any recent updates to the MVR check process or related systems?

Why it matters: Recent changes could be directly responsible for the increased turnaround time. Expected answer: A minor update was implemented two months ago. Impact on approach: If confirmed, we'd prioritize investigating the impact of this update.

• Thinking about user segments, is this increase in turnaround time uniform across all clients or concentrated in specific industries or regions?

Why it matters: Segmented impact could point to specific issues or bottlenecks. Expected answer: The increase is more pronounced for clients in certain states. Impact on approach: We'd focus on state-specific factors if this is confirmed.

• Reflecting on our metrics, has there been any change in how we measure or define turnaround time for MVR checks?

Why it matters: Changes in measurement could create false perceptions of increased turnaround time. Expected answer: No changes in measurement methodology. Impact on approach: If changed, we'd need to recalibrate our analysis based on the new definition.