Transition to Business Hub from Centrelink Business Online Services (CBOS) 101-19103112

When engaging with a business that is able to use Business Hub, tell them that their service is ready and they can transition now.

Complete the updates for the business:

• Authorised Officer has sent a Business Online Services User details (SA445) form, see Centrelink Business Online Services (CBOS) access for deduction and confirmation programs
• Service Officer conducting a compliance review, see Actioning a review for Third Party Organisations (TPO)
• Business contacts to reset a CBOS password, or has a program or system query, see Centrelink Business Online Services (CBOS) access for deduction and confirmation programs
• Authorised Officer requests an update to business details, for:
• Centrepay, see Centrepay business notifies of changes
• CCeS, see Updating business details for Centrelink Confirmation eServices (CCeS)
• The business has made a complaint about CBOS (for example access issues or multi-factor authentication (MFA) issues):
• Consider whether the business is able to transition to Business Hub
• Forward the complaint to the relevant program owner’s positional mailbox to determine whether the business should be invited to transition to Business Hub. See Resources for contact details
• If the program team confirms the business should be invited to transition to Business Hub, go to Step 2

Go to Step 2.

Advise the Authorised Officer that the business is eligible to transition to Business Hub.

• Send the Authorised Officer(s) an email, if the contact was via:
• phone, use the Invitation to transition – after phone conversation template
• email, use the Invitation to transition – after email contact template
• Attach the user guide Existing Centrelink Business Online Services (CBOS) users transitioning to Business Hub to the email

Record that the invitation to transition has been sent by creating a Fast Note on the Business record in Customer First.

Go to the Fast Note workflow via:

• Workspace > Documents and Correspondence, or
• Type Fast Note in the Workspace search field and select Fast Note

Create the Fast Note with the following details:

• Fast Note title: Invitation to transition sent
• Text: Invitation to transition from CBOS to Business Hub has been sent to ‘(User ID/s) or (user name/s).
• Select Continue to complete the Fast Note.

Before leaving the record, check the Activity List (AL) screen to confirm the Fast Note has been recorded.

If the business is asking about:

• getting a list of their current CBOS users, go to Step 2
• registering for PRODA, go to Step 3
• completing the transition, go to Step 9
• locked CBOS user IDs after they’ve failed to transition, go to Step 11

Email the Business Design Team with the following details:

• Subject line: Business Hub transition – business request for list of current CBOS users
• Business CRN
• Name of the Authorised Officer
• Any other details relevant details

Procedure ends here.

Users can register for an individual PRODA account on the Services Australia website.

If the user already has a PRODA account, they do not need to register again.

Users do not need to register as a PRODA organisation for the transition process.

To register as an individual, users need to enter details from 3 accepted and valid Australian Government issued identity documents.

See Resources for links to the Services Australia website on How to register for an individual account, and Identity documents you need before you start.

Has the user completed an individual PRODA registration and verified their identity?

• Yes, go to Step 9
• No, and:
• user has Australian evidence of identity documents go to Step 4
• user does not have Australian evidence of identity documents, go to Step 5
• Registration and Access Management for Business (RAMB) user details don’t match PRODA user details, go to Step 6

User is having issues registering as an individual in PRODA and they have Australian identity documents.

Do the RAMB details match their PRODA details?

• Yes, transfer to the PRODA helpline or forward the email to the Operational Support team on the PRODA helpdesk. Procedure ends here
• No, update RAMB details to match PRODA. Go to Step 7

The user is having issues registering as an individual for PRODA and is overseas or does not have Australian evidence of identity documents.

Is the user outside of Australia?

• Yes, use their CBOS User ID to update the Employee ID in RAMB to outside Australia. This user will be unable to transition to Business Hub and will remain in CBOS
• No, user is in Australia but unable to verify their identity online using Australia issued identity documents, see Helping users create a Provider Digital Access (PRODA) account and access services

DOC the business record with actions taken.

Procedure ends here.

Users must ensure their CBOS account details match the details in their new PRODA account. If the details do not match, the transition may be unsuccessful.

Has the user advised they need to update their details?

• Yes, go to Step 7
• No, go to Step 9

Use the details in RAMB to conduct a Proof of Identity (POI) check.

• Open Human Service Workspace
• Select Registration and Access Management (RAMB)
• Select View/update User
• Enter the user ID. If the user does not have a user ID, enter the business Customer Reference Number (CRN) and select the correct user

Confirm the person’s full name and date of birth (DOB) recorded on their PRODA account. These details will determine what needs updating in RAMB. The PRODA and CBOS details must match to link the user and allow access to Business Hub.

If the user has multiple CBOS user ID’s, all user details must match to be linked to the PRODA account.

Go to Step 8.

Staff need the ISP access: SECADMIN (ISP Category: ACF (SAMS - PROD - RAMB) to make changes to user accounts.

From the user’s RAMB account:

• Select Change Details
• Ask the user to give their details exactly as they appear on their PRODA account
• Update user’s details
• Select change reason changed contact details from the drop down menu
• Select Finalise

Any changes must be an identical match to the users PRODA account to ensure linking is successful.

Go to Step 9.

When registration for PRODA is complete and the user has verified their identity, users can start the transition to Business Hub.

When the user logs into CBOS, they will see the ‘Register for Business Hub’ option on the home page. This link only displays when services are available in Business Hub.

To complete the transition to Business Hub, users must:

• select Register for Business Hub from the CBOS home page
• follow the on-screen instructions to link the existing CBOS account to the PRODA account. Users will need their Registration Authority (RA) number which was emailed after completing the PRODA registration

Go to Step 10.

Before businesses can start using their services in Business Hub, personnel roles must be added and access to CBOS services removed. See Table 3.

Businesses may receive a request from the agency to transition from CBOS to Business Hub. This request will be within a 28 day period from when the initial request email was sent. They will also receive a reminder email, and then advice that their CBOS User ID will be locked as they have not transitioned to Business Hub. This may prompt the business to contact.

Has the user registered for PRODA?

• Yes, manually add the provider roles and personnel via Business Hub Access Management. Go to Step 12
• No, advise them that everyone in their business who needs access to Business Hub will need to register for PRODA and verify their identity. Then the Authorised Officer must contact us to add the provider and personnel roles for the services that the business is approved for. Procedure ends here.

Businesses that need access to Business Hub and have missed their CBOS to Business Hub transition window need Services Australia staff to manually allocate the provider and personnel roles for the services that the business is approved for.

Open Process Direct and select the Business Hub Access Management tile

Search for the organisation by:

• ID Type – select Organisation CRN from the dropdown options
• ID – enter the Organisation CRN, then Search

Add the Provider Roles to the Organisation Record:

• Select View to see Organisation Profile
• Under Business Functions select Edit
• Select the check box next to the services that the business is approved for and Save
• Select Back to go to Organisation Search
• Select Search to refresh the record. The Business Function should now be populated

Link the authorised personnel to the Organisation Record:

• Select View to see Organisation Profile
• Select Personnel, then Add Person
• Enter the person’s surname and PRODA RA number. Select Verify
• Select Next
• Enter the person’s contact phone number
• Select the check box next to the appropriate roles for this person. Select Save

Confirm that there is at least one Authorised Officer and Access Manager added to the record.

Once access has been granted, the Authorised Officer can self-manage any additional staff access using Business Hub Manage Personnel.

When a business has responded to the email request and completed the transition to Business Hub:

• Review the response email and take note of the Full Name(s) and PRODA Registration Authority (RA) number(s) to assign the relevant roles as requested by the business for each user
• In Customer First, open the business’s record and check the Organisation contact summary (OSCS) screen to confirm the current Authorised Officer and Contact Officer

Do the contacts provided in the response email match the contacts on OSCS?

• Yes, go to Step 2
• No, the details do not match, or the request was not made by a current Authorised Officer on OSCS and, updates are required to the Authorised Officer or Contact Officer. See:
• Updating Authorised Officers and Contact Officers for CCeS and EVoR
• Centrepay business notifies of changes

Assign the roles of Authorised Officer, Access Manager or Contact Officer, based on the details confirmed on the OSCS screen and the business’ request.

In Process Direct, select the Business Hub Access Management tile.

Search for the organisation:

• Select Organisation CRN in the ID type field
• Key the organisation CRN in the ID field (a CRN search is the easiest way to look for an organisation)
• Select Search
• When the Organisation Profile displays select the glasses icon to view
• Select Personnel

Give user access:

Note: if there’s existing personnel listed, you may only need to update the roles

• Select the Add Person tile
• Key in Surname
• Key in RA Number received at PRODA registration
• Select Verify
• PRODA verification successful will display, select Next
• Key in Work number and Work email address if required
• Select the service role(s) as requested:
• Access Manager
• Authorised Officer
• Contact Officer
• Select Save

Repeat this process for each person nominated by the business.

Known Centrelink Confirmation eServices (CCeS) display issue

For CCeS programs, the CCeS provider role incorrectly displays all CCeS services. This means the Authorised Officer/Authorised Manager can potentially select CCeS services they are not approved for. Tell the business to only select the services they are approved for when using Manage Personnel. If they do add roles for services they’re unapproved for, an error will display when they try to use that service.

For details about Managing Personnel see Managing personnel and updating details in Business Hub.

Once all Business Hub access has been assigned, remove CBOS access.

Are there more than 10 users?

• Yes, the Business Design Team can remove the users in a bulk update, go to Step 6
• No, remove CBOS access for users that:
• aren’t transitioning to Business Hub as they no longer need access or have left the business, go to Step 4
• have transitioned to Business Hub, go to Step 5

Note: for overseas users who won’t have access to Business Hub, make sure the Employer ID in Registration and Access Management for Business (RAMB) is updated to outside Australia, otherwise they will be removed from CBOS.

Delete CBOS users who no longer require access.

Go to Registration and Access Management for Business (RAMB). From the intranet, select Human Services Workspace > Registration and Access Management for Business (RAMB).

• Select View/Update User
• Key the Organisation CRN and select Continue
• Select the appropriate User ID or
• Enter the User Id and select Continue
• Select Remove User
• Tick Do you want to remove the eBusiness User Account?
• Select Remove User Reason – User has left organisation
• Select Finalise

Go to Step 7

Go to Registration and Access Management for Business (RAMB). From the intranet, select Human Services Workspace > Registration and Access Management for Business (RAMB).

Update Employee ID

• Select View/Update User
• Key the Organisation CRN and select Continue
• Select the appropriate User ID or
• Enter the User Id and select Continue
• Select Change Details
• Update the Employee ID field to the date the RAMB account is being locked (DD/MM/YYYY)
• Select Finalise

Remove all RAMB roles

• Select View/Update User
• Key the Organisation CRN and select Continue
• Select the appropriate User ID or
• Enter the User Id and select Continue
• Select Change Roles
• Untick all roles under Universal -Business Line Access and Work Units
• Select Continue
• Select Agreement terminated (inactivated)
• Select Finalise

Lock Password

• Select View/Update User
• Enter the Organisation CRN and select Continue
• Select the appropriate User ID, or
• Enter the User Id and select Continue
• Select Lock Password
• Select Lock Passport Reason: User Request
• Select Finalise

Go to Step 7.

If there are more than 10 users to remove, email the Business Design Team with the business’s CRN to advise that business has transitioned and all CBOS users can be locked.

Go to Step 7.

Record CBOS access has been removed by creating a Fast Note on the Business record in Customer First.

Go to the Fast Note workflow via:

• Workspace > Documents and Correspondence, or
• Type Fast Note in the Workspace search field and select Fast Note

Create the Fast Note with the following details:

• Fast Note title: User ID removed
• Text: [insert User ID/s or user name/s] removed in RAMB as part of the transition from CBOS to Business Hub. Business Hub access has been assigned for Authorised Officer [insert name/s] (if applicable)
• Select Continue to complete the Fast Note.

Before leaving the record, check the Activity List (AL) screen to confirm the Fast Note has been recorded.

• Locate the original invitation email in the sent items of the shared mailbox
• Select Reply all
• Send the email template Confirmation transition has been completed (do not re-send the user guide)

Procedure ends here.