# DCA Governance Framework – Implementation Plan

**Document ID:** STD-DCA-IMPL-001  
**Version:** 1.0  
**Owner:** Head of Collections / Programme Lead  
**Status:** Draft for approval  
**References:** [Standardised DCA Governance Framework](./README-Standardised-DCA-Governance-Framework.md) (6 layers), [Appendix – DCA Onboarding Checklist](./Appendix-DCA-Onboarding-Checklist.md)

---

## Purpose

This plan sets out **how to implement** the Standardised DCA Governance Framework when the bank currently has **no standardised DCA governance** in place. It provides a step-by-step project plan, phase checklists, and a master checklist so the programme can be run in a controlled way and aligned to the framework’s six layers.

**Assumptions:**

- No single DCA policy or standardised contract/SLA today.
- Existing DCA arrangements (contracts, delegation, reporting, meetings) vary by DCA.
- Goal: one consistent process across all DCAs; no DCA exempt without a documented exception.

---

## Implementation approach: four phases

Policy is **agreed in principle** first; then **internal assets** are built in **parallel streams**; then the bank **engages** DCAs with the new packs; finally **roll out** per DCA.

| Phase | Name | What it means | Typical duration* |
|-------|------|----------------|-------------------|
| **Policy** | Agree policy in principle | Draft and get in-principle sign-off on DCA Governance Policy and direction (Layer 1). Full formal approval can follow in parallel with other work. | 2–4 weeks |
| **Internal assets** | Build in parallel (4 streams) | **Stream A:** Review current contracts, draft standard appendix (Layer 2). **Stream B:** Review current delegated authority, align to schedule (Layer 1 App A). **Stream C:** Review current rhythm and packs, agree target cadence and pack scope (Layers 5, 3). **Stream D:** Build standard reporting pack and monthly engagement deck (Layer 3, monthly pack). | 4–10 weeks (parallel) |
| **Engage** | Provide packs to DCAs | Publish standard pack and monthly engagement pack to all DCAs; brief them; set go-live schedule and governance calendar. | 2–4 weeks |
| **Roll out** | DCA rollout | Each DCA adopts new reporting, aligns contract/SLA and assurance to the framework; track per-DCA completion. | 3–6 months (by DCA) |

\*Duration depends on number of DCAs, legal/compliance capacity, and internal approvals.

---

## Detailed phases (7 workstreams)

The four phases above are executed through these detailed workstreams (same content as before; **Policy** = Phase 1; **Internal assets** = Phases 2–5 in parallel; **Engage** = Phase 6; **Roll out** = Phase 7).

| # | Workstream | Framework alignment |
|---|------------|----------------------|
| 1 | Draft and agree policy (in principle, then formal) | Layer 1 |
| 2 | Review current contracts | Layer 2 |
| 3 | Review current delegated authority | Layer 1 Appendix A |
| 4 | Review current monthly operating rhythm and packs | Layer 5, Layer 3 |
| 5 | Build standard reporting | Layer 3 |
| 6 | Provide new reporting and monthly engagement packs to DCAs | Layer 3, Layer 5, monthly pack |
| 7 | DCA rollout: new reporting and contract/SLA/assurance alignment | Layers 1–6, Appendix |

---

## Dependencies (high level)

Policy is agreed **in principle** first. Then the **four internal streams** (contracts, delegated authority, rhythm & packs, build standard) run **in parallel**. Once internal assets are ready, **Engage** (provide packs to DCAs), then **Roll out** per DCA.

![DCA Implementation – Phase dependencies](Implementation-Plan-Dependencies.png)

*Flow: Policy (in principle) → Internal assets (4 parallel streams) → Engage → Roll out.*

**Mermaid (for GitHub / Cursor / Mermaid-enabled viewers):**

```mermaid
flowchart LR
  Policy["Policy (in principle)"]
  subgraph Internal["Internal assets (parallel)"]
    A["Contracts"]
    B["Delegated Auth"]
    C["Rhythm & Packs"]
    D["Build standard"]
  end
  Engage["Engage"]
  Rollout["Roll out"]
  Policy --> A
  Policy --> B
  Policy --> C
  Policy --> D
  A --> Engage
  B --> Engage
  C --> D
  D --> Engage
  Engage --> Rollout
  style Policy fill:#1e3a5f,color:#fff
  style Rollout fill:#0d5c2e,color:#fff
  style Engage fill:#2e5090,color:#fff
  style A fill:#2e5090,color:#fff
  style B fill:#2e5090,color:#fff
  style C fill:#2e5090,color:#fff
  style D fill:#2e5090,color:#fff
```

- **Policy (in principle)** is agreed first so all streams align to the same direction; formal policy sign-off can complete in parallel with internal assets.
- **Internal assets** run in parallel: contracts (Stream A), delegated authority (Stream B), rhythm & packs review (Stream C), and build standard reporting (Stream D). Stream D may use Stream C output to finalise pack scope.
- **Engage** starts once the standard pack and monthly deck are ready; all DCAs receive templates, instructions, and go-live dates.
- **Roll out** is the per-DCA adoption of new reporting and alignment of contracts/SLA/assurance to the framework.

---

## Phase 1: Draft and agree policy

**Objective:** Get **agreement in principle** on the DCA Governance Policy (Layer 1) and direction so internal streams can run in parallel; then complete formal approval and publish.

**Framework reference:** [Layer 1 – DCA Governance Policy](./Layer1-DCA-Governance-Policy.md)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 1.1 | Appoint policy owner and working group (Collections, Risk, Legal, Compliance) | Head of Collections | Terms of reference / RACI | ☐ |
| 1.2 | Draft DCA Governance Policy using Layer 1 structure (policy statement, scope, delegated authority, commission & incentive, hardship, credit reporting, exception process) | Collections / Legal | Draft policy document | ☐ |
| 1.3 | Draft Delegated Authority Schedule (Appendix A) – thresholds, limits, conditions | Collections / Risk | Draft Delegated Authority Schedule | ☐ |
| 1.4 | Draft Commission & Incentive Standard (Appendix B) | Collections / Finance | Draft Commission & Incentive Standard | ☐ |
| 1.5 | Draft Hardship Interaction Protocol (Appendix C) | Collections / Compliance | Draft Hardship Protocol | ☐ |
| 1.6 | Draft Credit Reporting Control (Appendix D) | Collections / Compliance | Draft Credit Reporting Control | ☐ |
| 1.7 | Internal consultation (Risk, Legal, Compliance, Business) | Programme Lead | Comment log and response | ☐ |
| 1.8 | Revise draft and prepare for approval | Programme Lead | Final draft | ☐ |
| 1.9 | Submit for formal approval (per bank policy governance) | Policy Owner | Approval record | ☐ |
| 1.10 | Publish policy and appendices; communicate to all DCA-facing staff and DCAs | Head of Collections | Published policy, comms log | ☐ |

**Phase 1 gate:** Policy and all appendices approved and published. Use **[Phase 1 checklist](#phase-1-checklist-draft-and-agree-policy)** before closing Phase 1.

---

## Phase 2: Review current contracts

**Objective:** Understand current contract and SLA landscape and produce a standard contract appendix (Layer 2) and gap list per DCA.

**Framework reference:** [Layer 2 – Contract Appendix and SLA Standard](./Layer2-Contract-Appendix-and-SLA-Standard.md)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 2.1 | List all active DCA contracts and SLA documents | Collections | DCA contract inventory | ☐ |
| 2.2 | Extract from each: term, SLA metrics, conduct standards, disclosure, delegation, reporting, service credits, termination | Legal / Collections | Contract summary per DCA | ☐ |
| 2.3 | Draft standard contract appendix and SLA standard aligned to Layer 2 | Legal / Collections | Draft standard appendix + SLA spec | ☐ |
| 2.4 | Legal and Risk sign-off on standard appendix | Legal / Risk | Sign-off record | ☐ |
| 2.5 | For each DCA: gap analysis (current vs standard); document exceptions required | Legal / Collections | Gap register per DCA | ☐ |
| 2.6 | Where gaps need exception: follow Layer 1 exception process and update exception register | Compliance / Collections | Exception register entries | ☐ |
| 2.7 | Plan contract refresh timing per DCA (renewal, variation, or phased alignment) | Collections / Legal | Contract rollout plan | ☐ |

**Phase 2 gate:** Standard appendix and SLA standard agreed; gap register and rollout plan in place. Use **[Phase 2 checklist](#phase-2-checklist-review-current-contracts)** before closing Phase 2.

---

## Phase 3: Review current delegated authority

**Objective:** Document current delegated authority per DCA and align to the Delegated Authority Schedule (Layer 1 Appendix A).

**Framework reference:** [Layer 1 – DCA Governance Policy](./Layer1-DCA-Governance-Policy.md) (Appendix A)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 3.1 | List all DCAs and where delegation is documented (contract, side letter, internal memo) | Collections / Risk | Delegation inventory | ☐ |
| 3.2 | For each DCA: extract current limits (settlement, write-off, hardship, restructure, etc.) and conditions | Collections | Current DA summary per DCA | ☐ |
| 3.3 | Compare current state to approved Delegated Authority Schedule; note gaps and excesses | Risk / Collections | DA gap analysis | ☐ |
| 3.4 | Propose DA alignment per DCA (bring to standard or document exception) | Collections / Risk | DA alignment plan | ☐ |
| 3.5 | Risk approval for DA alignment plan | Risk | Approval record | ☐ |
| 3.6 | Update contracts/letters to reflect agreed DA; communicate to each DCA | Collections / Legal | Updated DA documentation | ☐ |

**Phase 3 gate:** All DCAs have delegated authority documented and aligned to the schedule (or approved exception). Use **[Phase 3 checklist](#phase-3-checklist-review-current-delegated-authority)** before closing Phase 3.

---

## Phase 4: Review current monthly operating rhythm and packs

**Objective:** Capture how often the bank meets DCAs today and what packs/reports are used, so the standard cadence and pack (Layer 5, Layer 3) can be designed and gaps identified.

**Framework reference:** [Layer 5 – Governance Cadence](./Layer5-Governance-Cadence.md), [Layer 3 – Standard Monthly Reporting Pack](./Layer3-Standard-Monthly-Reporting-Pack.md)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 4.1 | List all DCA-facing meetings (weekly, monthly, quarterly, ad hoc) and owners | Collections | Meeting inventory | ☐ |
| 4.2 | For each meeting type: document agenda, attendees, pack format, and how reporting is received | Collections | Current rhythm and pack summary | ☐ |
| 4.3 | Compare to Layer 5 (Weekly Operational; Monthly Performance & Conduct; Quarterly Risk & Attestation; Quarterly Risk Committee; Annual Contract & Incentive) | Programme Lead | Cadence gap analysis | ☐ |
| 4.4 | Document current report content per DCA (what they send, format, frequency) | Collections | Current reporting inventory | ☐ |
| 4.5 | Compare current reporting to Layer 3 standard pack structure (Portfolio Snapshot; Performance; Conduct; Delegated Authority; Risk Indicators; Spin down) | Programme Lead | Reporting gap analysis | ☐ |
| 4.6 | Agree target cadence and pack structure with stakeholders | Head of Collections | Target cadence and pack scope | ☐ |

**Phase 4 gate:** Current state documented; target cadence and pack scope agreed. Use **[Phase 4 checklist](#phase-4-checklist-review-current-rhythm-and-packs)** before closing Phase 4.

---

## Phase 5: Build standard reporting

**Objective:** Build the standard monthly reporting pack (Layer 3), templates, and any tools so every DCA will report in the same format.

**Framework reference:** [Layer 3 – Standard Monthly Reporting Pack](./Layer3-Standard-Monthly-Reporting-Pack.md), [monthly-dca-session-pack](../monthly-dca-session-pack/README.md)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 5.1 | Finalise standard pack structure (sections 1–6: Dashboard, Portfolio, Performance, Conduct, Delegated Authority, Spin down / Recoveries) | Collections / Risk | Pack structure sign-off | ☐ |
| 5.2 | Build Excel template for DCA monthly submission (or system specification if automated) | Collections / IT | DCA_MonthlyPack_Template (or spec) | ☐ |
| 5.3 | Build internal reporting dashboard/tool that consumes DCA submissions (if applicable) | Collections / IT | Internal dashboard or process | ☐ |
| 5.4 | Build standard monthly engagement pack (deck + agenda) for the Monthly Performance & Conduct Review | Collections | Monthly_DCA_Review_Deck template | ☐ |
| 5.5 | Align Issue Log and scorecard to Layer 4; create templates | Risk / Collections | Issue log template, scorecard | ☐ |
| 5.6 | Integrate attestation checklist (NZ_DCA_Compliance_Attestation_Checklist) and contract/SLA checklist (NZ_DCA_Contract_SLA_Checklist) into process | Compliance / Collections | Checklist usage and storage | ☐ |
| 5.7 | UAT with one pilot DCA or internal mock data | Programme Lead | UAT sign-off | ☐ |
| 5.8 | Document pack instructions and submission deadlines for DCAs | Collections | Pack instructions / playbook | ☐ |

**Phase 5 gate:** Standard pack template, monthly deck template, and instructions ready for rollout. Use **[Phase 5 checklist](#phase-5-checklist-build-standard-reporting)** before closing Phase 5.

---

## Phase 6: Provide new reporting and monthly engagement packs to DCAs

**Objective:** Roll out the standard pack and monthly engagement pack to all DCAs; train and communicate so they know what to submit and when.

**Framework reference:** Layer 3, Layer 5, [monthly-dca-session-pack](../monthly-dca-session-pack/README.md)

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 6.1 | Publish pack template, instructions, and submission calendar to all DCAs | Collections | Published pack and calendar | ☐ |
| 6.2 | Distribute monthly engagement deck template and agenda (Monthly Performance & Conduct Review) | Collections | Deck and agenda sent | ☐ |
| 6.3 | Run briefing sessions for DCA contacts (what we need, format, deadlines, meeting structure) | Collections | Briefing log | ☐ |
| 6.4 | Assign a go-live month per DCA (or wave) for first submission in new format | Collections | Go-live schedule | ☐ |
| 6.5 | Confirm each DCA has received template and instructions; answer questions | Collections | Confirmation log | ☐ |
| 6.6 | Update governance calendar (Layer 5): Weekly, Monthly, Quarterly, Annual dates | Collections | Updated governance calendar | ☐ |

**Phase 6 gate:** All DCAs have the new pack and engagement deck; go-live schedule and calendar set. Use **[Phase 6 checklist](#phase-6-checklist-provide-packs-to-dcas)** before closing Phase 6.

---

## Phase 7: DCA rollout – new reporting and contract/SLA/assurance alignment

**Objective:** Allow each DCA time to adopt the new reporting and to align contracts, SLA, and assurance to the framework; track per-DCA completion.

**Framework reference:** All layers; [Appendix – DCA Onboarding Checklist](./Appendix-DCA-Onboarding-Checklist.md) (for principles); Layer 2, Layer 5

| Step | Activity | Owner | Deliverable | Done |
|------|----------|--------|-------------|------|
| 7.1 | For each DCA: agree rollout timeline (first new-format pack, contract variation date, attestation start) | Collections | Per-DCA rollout plan | ☐ |
| 7.2 | DCA starts submitting standard monthly pack by agreed date | Collections | Submission tracking | ☐ |
| 7.3 | Monthly Performance & Conduct meetings use standard deck and agenda | Collections | Meeting compliance | ☐ |
| 7.4 | Contract/SLA aligned to standard (at renewal or variation) per Phase 2 plan | Legal / Collections | Contract alignment log | ☐ |
| 7.5 | Delegated authority aligned per Phase 3 plan | Risk / Collections | DA alignment log | ☐ |
| 7.6 | Quarterly Risk & Attestation and Annual Contract & Incentive reviews scheduled and run using framework | Risk / Collections | Cadence compliance | ☐ |
| 7.7 | Exception register updated for any approved exceptions | Compliance | Exception register | ☐ |
| 7.8 | Programme sign-off when all DCAs are on standard pack, aligned contracts/SLA/DA, and cadence | Programme Lead | Implementation complete sign-off | ☐ |

**Phase 7 gate:** All DCAs on standard reporting and aligned to framework (or documented exception). Use **[Phase 7 checklist](#phase-7-checklist-dca-rollout)** and **[Master project checklist](#master-project-checklist)** before closing the programme.

---

## Master project checklist

Use this as the top-level gate to confirm the implementation is complete.

| # | Gate | Owner | Done |
|---|------|--------|------|
| 1 | DCA Governance Policy (Layer 1) and appendices approved and published | Head of Collections | ☐ |
| 2 | Standard contract appendix and SLA standard (Layer 2) agreed; gap register and rollout plan in place | Legal / Collections | ☐ |
| 3 | Delegated authority (Layer 1 Appendix A) reviewed and aligned for all DCAs | Risk / Collections | ☐ |
| 4 | Current operating rhythm and packs reviewed; target cadence and pack scope agreed | Collections | ☐ |
| 5 | Standard monthly reporting pack and monthly engagement pack built and UAT’d | Collections | ☐ |
| 6 | All DCAs provided with new pack template, instructions, and engagement deck; go-live schedule set | Collections | ☐ |
| 7 | All DCAs rolled out: new reporting live, contracts/SLA/DA aligned (or exception documented), cadence in place | Programme Lead | ☐ |
| 8 | Issue Log (Layer 4) and Escalation Framework (Layer 6) in use for all DCAs | Risk / Collections | ☐ |
| 9 | Programme closure report and handover to BAU | Programme Lead | ☐ |

---

## Phase 1 checklist: Draft and agree policy

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Working group and policy owner appointed | Head of Collections | ☐ |
| 2 | Draft DCA Governance Policy complete | Collections / Legal | ☐ |
| 3 | Draft Delegated Authority Schedule (Appendix A) complete | Collections / Risk | ☐ |
| 4 | Draft Commission & Incentive Standard (Appendix B) complete | Collections / Finance | ☐ |
| 5 | Draft Hardship Interaction Protocol (Appendix C) complete | Collections / Compliance | ☐ |
| 6 | Draft Credit Reporting Control (Appendix D) complete | Collections / Compliance | ☐ |
| 7 | Internal consultation done; comments resolved | Programme Lead | ☐ |
| 8 | Formal approval obtained and recorded | Policy Owner | ☐ |
| 9 | Policy and appendices published; staff and DCAs informed | Head of Collections | ☐ |

---

## Phase 2 checklist: Review current contracts

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | DCA contract and SLA inventory complete | Collections / Legal | ☐ |
| 2 | Contract summary per DCA (SLA, conduct, disclosure, delegation, reporting) done | Legal / Collections | ☐ |
| 3 | Standard contract appendix and SLA standard drafted and signed off | Legal / Risk | ☐ |
| 4 | Gap analysis (current vs standard) per DCA done | Legal / Collections | ☐ |
| 5 | Exceptions documented in exception register where needed | Compliance / Collections | ☐ |
| 6 | Contract refresh/rollout plan per DCA agreed | Collections / Legal | ☐ |

---

## Phase 3 checklist: Review current delegated authority

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Delegation inventory (where DA is documented per DCA) complete | Collections / Risk | ☐ |
| 2 | Current DA limits and conditions extracted per DCA | Collections | ☐ |
| 3 | DA gap analysis vs Delegated Authority Schedule complete | Risk / Collections | ☐ |
| 4 | DA alignment plan per DCA agreed and Risk-approved | Risk / Collections | ☐ |
| 5 | DA documentation updated and communicated to each DCA | Collections / Legal | ☐ |

---

## Phase 4 checklist: Review current rhythm and packs

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Meeting inventory (all DCA-facing meetings) complete | Collections | ☐ |
| 2 | Current rhythm and pack summary (agenda, attendees, format) documented | Collections | ☐ |
| 3 | Cadence gap vs Layer 5 documented | Programme Lead | ☐ |
| 4 | Current reporting content and format per DCA documented | Collections | ☐ |
| 5 | Reporting gap vs Layer 3 pack structure documented | Programme Lead | ☐ |
| 6 | Target cadence and pack scope agreed with stakeholders | Head of Collections | ☐ |

---

## Phase 5 checklist: Build standard reporting

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Standard pack structure (sections 1–6) signed off | Collections / Risk | ☐ |
| 2 | DCA monthly pack template (Excel or spec) built | Collections / IT | ☐ |
| 3 | Internal dashboard/process for DCA submissions in place (if applicable) | Collections / IT | ☐ |
| 4 | Monthly engagement deck and agenda template built | Collections | ☐ |
| 5 | Issue Log and scorecard templates aligned to Layer 4 | Risk / Collections | ☐ |
| 6 | Attestation and contract/SLA checklists integrated | Compliance / Collections | ☐ |
| 7 | UAT (pilot or mock) completed and signed off | Programme Lead | ☐ |
| 8 | Pack instructions and submission deadlines documented for DCAs | Collections | ☐ |

---

## Phase 6 checklist: Provide packs to DCAs

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Pack template and instructions published to all DCAs | Collections | ☐ |
| 2 | Submission calendar communicated | Collections | ☐ |
| 3 | Monthly engagement deck and agenda sent to all DCAs | Collections | ☐ |
| 4 | Briefing sessions for DCA contacts completed | Collections | ☐ |
| 5 | Go-live month (or wave) per DCA assigned and confirmed | Collections | ☐ |
| 6 | Governance calendar updated with all meeting dates | Collections | ☐ |

---

## Phase 7 checklist: DCA rollout

| # | Item | Owner | Done |
|---|------|--------|------|
| 1 | Per-DCA rollout timeline agreed (pack, contract, attestation) | Collections | ☐ |
| 2 | All DCAs submitting standard monthly pack | Collections | ☐ |
| 3 | Monthly Performance & Conduct meetings using standard deck | Collections | ☐ |
| 4 | All DCA contracts/SLA aligned to standard (or exception) | Legal / Collections | ☐ |
| 5 | All DCA delegated authority aligned (or exception) | Risk / Collections | ☐ |
| 6 | Quarterly and annual reviews scheduled and running per Layer 5 | Risk / Collections | ☐ |
| 7 | Exception register current | Compliance | ☐ |
| 8 | Implementation complete sign-off obtained | Programme Lead | ☐ |

---

## Document control

| Attribute | Value |
|-----------|--------|
| **Folder** | docs/DCA-Governance/ |
| **Related** | README-Standardised-DCA-Governance-Framework.md, Layer1–Layer6, Appendix-DCA-Onboarding-Checklist.md, monthly-dca-session-pack |
| **Review** | Update when framework or rollout approach changes |
| **Version** | 1.0 (February 2026) |

---

*End of DCA Governance Framework – Implementation Plan*