What is a Corrective Action Plan (CAP) and when is it triggered?

A CAP is a structured improvement plan that DCS can request whenever you miss a service level, quality metric, or response time - or when repeated incidents suggest a systemic problem. You'll be asked to submit a CAP within 5 business days of notification. It should include a root cause analysis, concrete remedial actions, responsibilities, a timeline with milestones, and measurable success criteria. DCS reviews and approves the CAP, monitors your progress, and formally closes it once success criteria have been met consistently for at least one month.