# Standardised DCA Governance Framework – Index

**Objective:** One consistent process across all DCA engagements.

This framework standardises:

- How DCAs are **onboarded**
- How **delegation** works
- How **reporting** is structured
- How **issues** are identified
- How **escalation** occurs
- How **risk** is tracked

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## Governance architecture (6 layers)

Every DCA is governed through the same **6-layer structure**. No DCA is exempt without a **documented exception** (see Layer 1 – Exception Process).

| Layer | Document | Purpose |
|-------|----------|---------|
| **1 – Policy** | [Layer1-DCA-Governance-Policy.md](./Layer1-DCA-Governance-Policy.md) | Top-level policy + Delegated Authority Schedule, Commission & Incentive Standard, Hardship Interaction Protocol, Credit Reporting Control. Applies to all DCAs equally. |
| **2 – Contract & SLA** | [Layer2-Contract-Appendix-and-SLA-Standard.md](./Layer2-Contract-Appendix-and-SLA-Standard.md) | Standardised contract appendix: SLA metrics (performance + conduct), contact standards, disclosure control, delegation thresholds, reporting, service credits & consequences. No bespoke arrangements without documented exception. |
| **3 – Standard Reporting Pack** | [Layer3-Standard-Monthly-Reporting-Pack.md](./Layer3-Standard-Monthly-Reporting-Pack.md) | Monthly pack – identical format for every DCA: Portfolio Snapshot; Performance; Conduct; Delegated Authority; Risk Indicators. |
| **4 – Issue Identification** | [Layer4-Issue-Identification-Model-and-Log.md](./Layer4-Issue-Identification-Model-and-Log.md) | Consistent issue classification (Category A/B/C/D) and mandatory issue log. Every issue logged against these categories. |
| **5 – Governance Cadence** | [Layer5-Governance-Cadence.md](./Layer5-Governance-Cadence.md) | Standard across all DCAs: Weekly (Operational); Monthly (Performance & Conduct); Quarterly (Risk & Attestation); Quarterly (Risk Committee); Annual (Contract & Incentive). No DCA exempt. |
| **6 – Escalation Framework** | [Layer6-Escalation-Framework.md](./Layer6-Escalation-Framework.md) | Consistent triggers and actions: SLA miss > 2 months → remediation plan; Conduct breach → immediate Risk; Delegated authority breach → suspend authority; Repeated hardship delay → independent review; Material privacy → CRO escalation. |

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## Quick reference – escalation triggers

| Trigger | Escalation |
|---------|------------|
| SLA miss > 2 months | Formal remediation plan |
| Conduct breach | Immediate escalation to Risk |
| Delegated authority breach | Suspension of authority |
| Repeated hardship delay | Independent review |
| Material privacy issue | CRO escalation |

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## Relationship to NZ governance framework

This **Standardised DCA Governance Framework** implements the governance structure described in the bank’s **DCA & Contingent Debt Collections Governance Framework (NZ)** ([DCA-Contingent-Debt-Collections-Governance-Framework-NZ.md](../DCA-Contingent-Debt-Collections-Governance-Framework-NZ.md)). It provides the **standardised process and assets** (policy, contract standard, reporting pack, issue model, cadence, escalation) that apply to **all** DCA engagements in New Zealand.

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## Document control

| Attribute | Value |
|-----------|--------|
| **Folder** | `docs/DCA-Governance/` |
| **Owner** | [Head of Collections / CRO] |
| **Review** | Annual or on material change |
| **Version** | 1.0 (February 2026) |

---

## Asset list (files in this folder)

| File | Description |
|------|-------------|
| **README-Standardised-DCA-Governance-Framework.md** | This index. |
| **Layer1-DCA-Governance-Policy.md** | Policy + Appendix A (Delegated Authority), B (Commission & Incentive), C (Hardship), D (Credit Reporting). |
| **Layer2-Contract-Appendix-and-SLA-Standard.md** | Standard contract appendix and SLA specification. |
| **Layer3-Standard-Monthly-Reporting-Pack.md** | Monthly reporting pack structure and mandatory sections. |
| **Layer4-Issue-Identification-Model-and-Log.md** | Issue categories (A/B/C/D) and issue log template. |
| **Layer5-Governance-Cadence.md** | Weekly / monthly / quarterly / annual meeting requirements. |
| **Layer6-Escalation-Framework.md** | Escalation triggers and actions. |
| **Appendix-DCA-Onboarding-Checklist.md** | Standard checklist for onboarding new DCAs (pre-contract, contract, operational readiness, go-live). |

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## Implementation plan (from no governance to full framework)

When the bank has **no standardised DCA governance** today, use the step-by-step implementation plan to roll out the framework:

| Document | Description |
|----------|-------------|
| **[Implementation-Plan-DCA-Governance-Framework.md](./Implementation-Plan-DCA-Governance-Framework.md)** | Project plan: 7 phases (draft policy → review contracts → review delegated authority → review rhythm/packs → build standard reporting → provide packs to DCAs → DCA rollout), dependencies, step-by-step activities, and phase checklists. |
| **Implementation-Plan-DCA-Governance-Framework.docx** | Word version (generate with `python build_implementation_plan_to_word.py` from this folder). |

Phases: 1. Draft and agree policy · 2. Review current contracts · 3. Review current delegated authority · 4. Review current monthly rhythm and packs · 5. Build standard reporting · 6. Provide new reporting and monthly engagement packs to DCAs · 7. DCA rollout (new reporting and contract/SLA/assurance alignment).

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## Supporting assets (your Excel checklists)

Operational checklists that **implement** the framework:

| Asset | Fits under | Purpose |
|-------|------------|---------|
| **NZ_DCA_Compliance_Attestation_Checklist_v2.xlsx** | Layer 1 (policy), Layer 5 (cadence), Layer 3 (reporting), Layer 6 (escalation) | Form used to perform and record compliance attestations at Quarterly Risk & Attestation Review; supports attestation status in Monthly Pack and escalation if attestation not received. |
| **NZ_DCA_Contract_SLA_Checklist_v2.xlsx** | Layer 2 (Contract & SLA), Onboarding, Layer 5 (Annual review) | Checklist to verify each DCA contract and SLA schedule meets the Layer 2 standard; used at onboarding (contract review) and at Annual Contract & Incentive Review. |

**Where to put them:** Copy into `docs/DCA-Governance/exec-docs/supporting-assets/` (see that folder’s README-Supporting-Assets.md for full mapping and when to use each).

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## Word document (combined pack)

A single Word file containing all HTML content (exec-docs + monthly session pack) can be generated from the DCA-Governance folder:

- **Script:** `build_html_to_word.py`
- **Requirements:** `requirements-docx.txt` (python-docx, beautifulsoup4)
- **Output:** `DCA_Governance_Pack_Combined.docx`

Run: `pip install -r requirements-docx.txt` then `python build_html_to_word.py`.

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## Monthly DCA session pack

A **standard PPT/HTML pack** for the **Monthly Performance & Conduct Review** (Layer 5) is in **`monthly-dca-session-pack/`**:

- **Monthly_DCA_Review_Deck.html** – template slide deck (open in browser; present or print to PDF).
- **build_monthly_dca_deck.py** – generates a native PowerPoint template (requires Python + python-pptx).

Use the same agenda and section structure for every DCA to standardise meetings and align to the framework.

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*End of Standardised DCA Governance Framework – Index*