Bulk transfer for Income Management 101-09010070

Check for the following criteria:

• Less than 100 customers will be impacted
• Bulk deduction transfer will be run between 4pm-6pm AEST
• Bulk deduction transfer will not be run on the Monday or Tuesday immediately following a major ICT system release

If all of the above criteria been met, go to Step 2.

Otherwise, approval from the Deduction and Confirmation Branch - Business Design Team is required:

• Send an email outlining all details of the transfer to Deduction and Confirmation Branch - Business Design and Income Management Business Teams to obtain approval, at least three days prior to the planned date of transfer. Note: the Account Management team is to check the circumstances of change of ownership of the business requesting the bulk transfer, and if the legal entity is staying the same
• Business eligibility and re-assessment should take place prior to any transfer activity
• If the deductions are:
• being transferred to a new business record, go to Step 2
• not being transferred to a new business record, go to Step 3

Go to the Org Service Contact Summary (OSCS) screen and check that the service reason to be transferred to is current.

Is the service reason current?

• Yes, go to Step 3
• No, see Adding, changing or removing a service reason for Income Management

Access the losing business' record or the record the transfer is taking place if only transferring between service reasons:

• Go to the Organisation Task Selector (OTS) screen
• 'S'elect Organisation bulk deduction transfer (OSTD) screen
• Select Continue
• On the OSTD screen:
• Choose the losing service reason for the deductions being transferred from the dropdown box. The service reason must still be current
• For an Income Management School Meals Program (IMS) deduction, choose the relevant school for the deductions being transferred from the dropdown box
• Note: these details will default if there is only one option
• Select Find

Where deductions are being transferred between the businesses, or to another business record, both service reasons must be current.

Go to Step 4.

A 'transfer to' section will now display. This shows how many linked customers are found on the losing record.

If a change in:

• business Customer Reference Number (CRN), go to Step 5
• service reason only and not transferring to a different CRN:
• Enter the losing business CRN again in the Transfer to section
• Select service reason to be transferred to (the service reason must be current)
• Select Yes to inhibit letters to customers
• Press Finalise
• Go to Step 6

In the 'Transfer to' section:

• add the gaining record CRN to the Organisation CRN field
• press [Enter]

The gaining business details will auto populate.

• 'S'elect service reason to be transferred to (this will default if the business only has one service reason)
• 'S'elect Yes or No to inhibit letters. Letter should be inhibited where:
• the business advises the customer of the transfer
• transfer is required to consolidate multiple CRNs for a business into one CRN

Note: the Senior Account Manager determines whether letters are required to be sent. For example, letters should not be sent to the customer for transfers to a new CRN for the same business.

An export may be required where additional information linked to each customer needs to be confirmed or changed, for example, unique Account Reference numbers for each customer deduction.

Is customer export required?

• Yes, go to Step 6
• No:
• 'S'elect the radio button No (customer export is not required)
• Press Finalise
• Go to Step 8

Customer export will send a Comma Separated Variable (CSV) file via email to the email address of the person conducting the transfer.

Note: additional recipients can be included to receive the email. Positional mailboxes are listed in the dropdown menu for additional recipient to be added.

Select Finalise to clear out of the business record.

Go to Step 7.

The Service Officer as well as any additional recipients selected will receive an email containing the exported CSV file.

Open the attachment to review/make any required changes.

Accepted changes include:

• Add new account reference. If there was an account reference previously, this will need to remain in the ‘old account’ column
• Delete entire row to exclude customer from the transfer. Note: customers cannot be added into the transfer here. Only customers already linked to the losing record can be included in the import/export function. Deduction amounts or targets cannot be updated
• The spreadsheet must be imported back to the bulk transfer within 48 hours. After 48 hours, the transfer will complete automatically without applying any changes. The user would need to start again
• Save changes ready for import back to the customer's record

Go to Step 8.

The following statuses may be attached to a bulk transfer request at any time from the losing business’s record:

• Export in Progress - displayed when a customer details export has been requested
• Exported - customer details report has been generated and emailed to user. System is waiting for import
• In progress - bulk transfer has commenced updating customer records
• Expired - a bulk transfer was initiated and a file was exported, but not imported within 48 hours
• Cancelled - a bulk transfer had commenced and a file was exported, but the request was cancelled
• Completed - a bulk transfer has been completed

Go to the Organisation Bulk Deduction Transfer (OSTD) screen to clear out of the business record. Note: the transfer will not complete while in the business record.

An email including a transfer report for the bulk transfer should be received within 24 hours.

The report will advise of successful transfers as well as any failed transfers.

If there are failed transactions, there will also be an attached Excel spreadsheet with details.

Go to Step 9.

In all instances, ensure there is a DOC on all impacted records to ensure information is available at a later date and if customer or business contact is received following a transfer, information can be easily accessed.

Transfer successful

The email received will contain no failed transfers.

To view details and check status for completion go to the losing business record. The request and history details of the bulk transfer are only visible from the losing business record.

The transfer/updates will now be made to the gaining record.

Do not remove service reasons until the bulk transfer has successfully finalised. Removal before the bulk transfer has successfully completed will result in all deductions to that service reason cancelling.

Transfer unsuccessful

If the transfer encountered errors, manual investigation will be required for the unsuccessful transfer. For details of error messages, see the Resources page.

• If all or the majority of transfers fail and the errors can be fixed, the bulk transfer will need to be run again for the failed transfers
• If a limited number of errors are returned, these are to be referred to NBG IMPACT for manual transfers to be completed. National Business Gateway (NBG) will advise the Account Manager by email when the manual transfers have been completed