# DIREKT Verification Operations Interview Guide

## Purpose

Determine whether DIREKT can perform identity, business, qualification, location and field checks consistently, lawfully, safely and at a sustainable cost.

## Target participants

- potential verification reviewers;
- field-verification agents;
- training or qualification bodies;
- professional or trade associations;
- business and contractor registration stakeholders;
- facility/procurement managers who already verify suppliers;
- compliance, privacy or legal practitioners.

Record discussions using coded IDs. Authority statements are not legal conclusions unless provided through an official, citable channel and reviewed as required.

## Section A — Existing verification practice

1. What provider or supplier checks do you currently perform?
2. Which claims are checked: identity, business, qualification, licence, premises, references, tax, insurance or work history?
3. What source is authoritative for each check?
4. Which checks can be performed online?
5. Which require phone, email, letter or physical visit?
6. What information is needed to query the source?
7. What is returned: match/no match, detailed record, current status or expiry?
8. What are the common delays and failure reasons?
9. How are mismatches or suspected fraud escalated?
10. How is the decision audited?

## Section B — Authority and credential constraints

For each relevant issuing body ask:

- What credential types exist?
- Who is eligible to hold them?
- Do they apply to individuals, businesses, contractors, training institutions or projects?
- Are they mandatory, voluntary or category-dependent?
- What grades, classes or limitations exist?
- What is the renewal cycle?
- Can the public search a register?
- Is automated or bulk verification permitted?
- Are there terms, fees or written permissions?
- What should DIREKT display publicly?
- What must not be copied or republished?
- How should revoked, suspended, expired or pending status be represented?

Do not assume a company registration or training certificate proves current competence for a specific job.

## Section C — Evidence review workflow

1. What makes a document acceptable for review?
2. How should image quality, cropping, alteration and missing pages be handled?
3. Which identifiers must match the account holder or authorized representative?
4. How can name changes, aliases or business trading names be resolved?
5. What reasons should be used for rejection or action required?
6. What should be re-submitted rather than permanently rejected?
7. Which decisions need a second reviewer?
8. Which cases require issuer confirmation?
9. How should reviewer conflicts of interest be managed?
10. What evidence should be retained after the decision?

## Section D — Field verification

1. What should a field visit prove?
2. What must it explicitly not prove?
3. Is a visit appointment-based or unannounced?
4. What identity should the agent present?
5. What provider consent is required?
6. Which observations are relevant: signage, workshop, tools, business activity, occupancy, operating model or service area?
7. What photographs or coordinates are justified?
8. What public information can be derived without exposing private location evidence?
9. How should home-based and mobile providers be checked?
10. What is the expected visit duration and travel time?
11. What are the agent safety risks?
12. What happens when the provider is absent or the location is inaccessible?
13. How often should the check be renewed?
14. What triggers an early re-check?

## Section E — Fraud and abuse scenarios

Discuss scenarios:

- borrowed or stolen identity document;
- certificate belonging to another person;
- edited expiry date;
- fake business sign installed for a visit;
- shared workshop claimed by multiple unrelated providers;
- duplicate profiles and phone numbers;
- agent collusion or bribery;
- provider pays for favourable outcome;
- competitor submits false complaint;
- legitimate document cannot be confirmed because issuer systems are unavailable;
- provider relocates after verification;
- business remains registered but inactive.

For each, ask for preventive, detective, corrective and audit controls.

## Section F — Service levels and costs

Capture ranges rather than promises:

- reviewer time per evidence item;
- field visit time;
- travel distance and cost;
- issuer confirmation fee;
- expected first-pass acceptance rate;
- resubmission rate;
- escalation rate;
- renewal workload;
- staffing and training needs;
- support burden;
- safe daily visit capacity.

Ask what would make the model unsustainable.

## Section G — Public trust language

Test synthetic statements:

- “Phone number confirmed on [date]”;
- “Identity document checked; document not shown publicly”;
- “Business registration matched in the PACRA search on [date]”;
- “Qualification document inspected; issuer confirmation pending”;
- “Premises visited by DIREKT on [date]”;
- “This check expired”;
- “DIREKT did not assess workmanship or guarantee service quality.”

Ask:

1. Is the statement factually supportable?
2. What evidence must exist before showing it?
3. Could it create a misleading implication?
4. What date and limitation should be displayed?
5. What should happen when the underlying source is unavailable later?

## Section H — Governance

1. Which actions must be role-restricted?
2. What should appear in the audit log?
3. How long should evidence and decisions be retained?
4. Who can reverse a decision?
5. When is four-eyes approval necessary?
6. How should agent performance and anomalies be monitored?
7. What complaint or appeal route is fair?
8. What legal or regulatory review is required before launch?

## Required output

The researcher must translate findings into:

- category evidence matrix updates;
- verification state-machine requirements;
- field-agent workflow rules;
- cost and service-level assumptions;
- fraud controls;
- public-copy limitations;
- legal-review questions;
- unresolved authority-access dependencies.

No authority interview alone authorizes production integration or data collection.