Is there (or might it be worthwhile for there to be) a business process to identify aged applications and review them at intervals to make sure they are not “stuck” and that the applicant is being kept up to date? Perhaps “aged” in this context would operationalize as ~2x the median decision time and/or ~>90-95th percentile of wait times? Maybe someone looks at the aged list every ~2 weeks, makes sure the application isn’t “stuck” in a reasonably fixable way, and reviews the last correspondence to/from the applicant to make sure their information about timeframes is not outdated?
We do have a few processes that are designed to do this (some of which are doing some of the things you mentioned above). Most of the long delays are fairly uncorrelated (e.g. complicated legal issue, a bug in our application tracker …).
Is there (or might it be worthwhile for there to be) a business process to identify aged applications and review them at intervals to make sure they are not “stuck” and that the applicant is being kept up to date? Perhaps “aged” in this context would operationalize as ~2x the median decision time and/or ~>90-95th percentile of wait times? Maybe someone looks at the aged list every ~2 weeks, makes sure the application isn’t “stuck” in a reasonably fixable way, and reviews the last correspondence to/from the applicant to make sure their information about timeframes is not outdated?
We do have a few processes that are designed to do this (some of which are doing some of the things you mentioned above). Most of the long delays are fairly uncorrelated (e.g. complicated legal issue, a bug in our application tracker …).