The way DCSA improves timeliness and backlogs is they pull the lever of telephone testimonies.
It’s really odd when you know the history of OPM/NBIB/DCSA. They used to beat up Investigators viciously for a telephone testimony.
Now it’s common place to pick up the phone and interview a reference with several issues. The quality of the investigative product has deteriorated through the use of VTC and telephone.