DBS claims hybrid working has delivered big boost in productivity and customer service

Written by PublicTechnology staff on 7 February 2023 in News

Chief exec of background-checking organisation also cites strong progress of transformation agenda

Credit: Pixabay

The head of Disclosure and Barring Service has claimed that technology-enabled flexible-working arrangements have provided the organisation with significant boosts to productivity and customer-service levels.

According to figures cited by DBS chief executive Eric Robinson, the organisation issued 7.1 million DBS certificates in 2021-22. This represents a rise of almost 20% from the 5.96 million figure of 2019-20 – the year which concluded days after the first Covid lockdown measures were implemented. 

During the same time period, active subscribers to its Update Service, meanwhile, climbed from 1.77 million to two million, and 81.8% of enhanced DBS certificates were issued within 14 days – rising from 78.3% and comfortably surpassing the government’s target of 80%. With a customer satisfaction index score of 81.4% in 2021, DBS was the highest-rated public sector organisation for customer satisfaction, according Robinson.

But the chief exec admits admits that, at the start of the pandemic, his workforce proved to be “way more flexible” than him.

Related content

“I’m one of these people who has worked for so long by coming into the office that it was harder for me personally to move to a more remote way of working,” he said, in an interview with PublicTechnology sister publication Civil Service World. “Staff had always wanted to work in a hybrid way. And the fact that that had a significant positive effect on our performance was a big learning point for us as an organisation.”

Six months into the coronavirus crisis, DBS also published a five-year strategy – including a technology roadmap, which set out plans to modernise services, deliver tech transformation and improve the organisation’s IT services. The strategy’s goals include the creation of a new website and digital portals; developing relationships with new IT suppliers; and improving infrastructure and remote access to checking systems.

Robinson said that DBS has hit “every milestone” in the roadmap so far, putting it on track to meet its goals by the 2025 deadline – despite the challenge of having to “continue to fly the plane whilst we’re building a new plane”.

“Because we have, historically, some quite old technology, the maintenance of that is quite a significant aspect for us keeping our service running and keeping things safe – and at the same time, we’re creating the new infrastructure that will enable us to leave the old ones and move to something else,” he added.

The full interview with the DBS leader – including lots more insight into its strategy and the impact on its work of public-sector strikes can be read here.

Share this page




Please login to post a comment or register for a free account.

Related Articles

Digital Leaders’ Download: Ex-HMPPS leader Farrar on how technology was crucial in helping prisons’ pandemic response
31 May 2023

In the first of a series of interviews with government’s biggest figures, PublicTechnology and CDDO caught up with  Jo Farrar to discuss exploring virtual reality and AI, and why it’...

‘Cabinet Office is blocking all UKSV’s valiant attempts at reform’ – PAC chair
16 May 2023

MPs publish scathing report finding vetting service is not being properly resourced

DWP processing 60 online PIP claims per day as tests of digital service remain small-scale
1 June 2023

Department began piloting limited use of online system in October 2020

Consultation reveals widespread opposition to proposed data-sharing laws for government login system
26 May 2023

Overwhelming majority of respondents voice disapproval but government will press on with plans to bring forward legislation

Related Sponsored Articles

Proactive defence: A new take on cyber security
16 May 2023

The traditional reactive approach to cybersecurity, which involves responding to attacks after they have occurred, is no longer sufficient. Murielle Gonzalez reports on a webinar looking at...