Customer Identity Matching for the Department of Veterans’ Affairs data exchange 110-06070000

The ECML screen is used to identify and link mutual Services Australia and DVA customers. This identity matching is initiated by DVA.

Access to view and link records in ECML must be requested via the ICT Security Portal, see the Resources page.

To enter the ECML screen:

• in Customer Record, in the following fields:
• Sys, key 'NNS'
• Env, key 'N' and press [Enter]
• Nxt, key 'ECML' and press [Enter]
• to view the match list for DVA, in the following fields:
• External Org, key 'DVA'
• Activity Status, key 'RST' to view all current match requests. Key 'COM' to view completed matches
• Date, key a date range to narrow down the search
• Surname, key surname for a specific search, or first letter followed by an asterix), or by keying a specific CRN in the CRN field
• completed records are only held for a period of 6 months on the external customer match list. Activities that have been culled from the list will not be displayed
• the screen will show a match status for each result in the 'Rslt' column

To confirm a link in ECML, go to Step 2.

On the ECML screen:

• select a name by typing 'S' on the far left of the screen (beside the name field)
• view the External Customer Match Details (ECMD) screen, which displays a list of possible Services Australia matches for the DVA customer
• the list will show in order of quality and the highest match will show first. Each result is allocated a match indicator representing the strength and reliability of the match. The indicators are numbered from strongest (1) to weakest (4). If the indicator field is blank, it is an exact match

Note: investigation is often needed to correctly determine a match.

Once it is determined a match is:

• Suitable, confirm the link:
• key 'L' beside the Name field and a 'Y' in the Confirm Link/Match Customer Y/N field, or
• key 'S' beside the Name field and press [Enter]. Key 'Y' in the Confirm Link/Match (Y) field
• Not suitable, key 'N' in the Confirm Link/Match Customer Y/N field to complete the activity as a no match

Possible status matches include:

• Matched (mch) - link has been completed, customer matched
• No Match (nmt) - link has been completed, no match found
• Started (sta) - link is incomplete and needs manual intervention
• Received (rec) - new request has been registered
• Held (hld) - link is held

A DVALINK manual follow up (MFU) occurs when the Services Australia system initiates identity matching to a DVA record. To access the MFU:

• from the Activity List (AL) screen, select the CRX/IDX activity (DVALINK MFU) by placing an 'S' in the access field on the left of the activity. Press [Enter]
• this opens the External Name List (XIL) screen, which shows a list of potential DVA records that could be a match for the Services Australia customer

DVA record on XIL is a definite match to the Services Australia customer.

A definite match is one where the customer's name, date of birth and at least 1 other piece of data matches, for example, address (current or previous), partner details, bank account, phone number.

• select the record and press [Enter]
• on the External Personal Details (XPED) screen, key 'Y' in the CONFIRM.LINK field and press [Enter]
• complete the activity

No match on XIL and the Services Australia customer needs to be linked to a DVA record:

• this occurs when a customer becomes entitled to DFISA payments for periods before 1 January 2022 and they do not yet have a DVA record
• key 'Y' in the Unsuitable field and press [Enter]
• a C3ISPT-N trigger will be generated, which sends a transaction to DVA containing the customer's details. The trigger can be viewed on the Trans/Trigger List TTL screen
• if the C3ISPT-N trigger is not generated, SCS will send a “Create Client” request to DVA manually
• either way, DVA create the DVA client record manually and the Services Australia and DVA records become automatically linked

DVALINK MFU is generated, there is no match on XIL and no requirement to link to a DVA record:

• in some circumstances a link to a DVA record is not needed. Examples are:
• during claim activities, the system picks up potential matches to DVA records with similar details to the Services Australia customer. There is not always a direct match to a DVA customer, so a link is not needed
• the system detects the DFISA rate fields are populated with a daily rate on a DVA partner record. This normally means DFISA is payable for periods before 1 January 2022 and the DVA partner's record must be linked to DVA so they can be paid. Sometimes the DFISA rate fields contain all zeroes (that is, DFISA is not payable) - in this case, there is no requirement to link the DVA partner to DVA
• to finalise the DVALINK activity, simply complete the activity

A customer can be manually linked or unlinked from a DVA Unique Identification Number (UIN). This can be initiated via the Client Department Interactions (CD) screen.

On the CD screen, in the following fields:

• Client Department System Name, key 'DVA'
• Action, key 'LNK' to link or 'UNL' to unlink
• select a valid source and press [Enter]
• to manually link:
• a suitable displayed match, select the match and press [Enter]
• on the External Personal Details (XPED) screen, key 'Y' in the Confirm Link Customer Y/N field and press [Enter]
• to manually unlink:
• a confirmation message will appear. Key 'Y' to proceed and finalise the activity
• Note: check if any DVA data has been added incorrectly to the customer record on the DVA screen. If this is the case, amend the record accordingly and check the UIN is linked to the correct Services Australia record if needed