Using the Process Direct Bulk Load tool 107-23042712

When situational hardship/ flexible payment arrangements are not enacted, this means there is generally a pause on debt raising and recovery activities. When there is a pause, an additional process is required to apply a write off to the impacted debts.

The write off is completed via the Bulk Load tool in Process Direct using bulk keywords.

Using the Bulk Load tool to apply a write off to bulk debts in place of situational hardship requires National Manager approval.

Has situational hardship/ flexible payment arrangements been enacted?

• Yes, procedure ends here
• No, go to Step 2

Request listings from Debt Reporting to identify all debts that require write off/ waiver/ keywords. This data identifies the debts that will be actioned when the Bulk Load tool is used.

Note: use capital letters for the CRN and Debt ID.

Examples - Data required for listings

To:

• add and remove keywords on DMIS and/or PSCD debts. Obtain the:
• CRN and debt ID for each debt to action
• add and remove keywords on DMIS and/or PSCD debtors. Obtain the:
• CRN for each debt to action
• add, restart and remove the end date for write offs, for DMIS and/or PSCD debts. The end date is user-defined:
• CRN for each customer to action. For:
• specific debt write off, the Debt ID for each debt to action
• general debt write off, the Debt ID for one debt only. The Debt ID must not be for a PSCD debt and must be for a debt currently ineligible for the general write off
• create and remove withholding arrangements, for DMIS and/or PSCD debts. Obtain:
• CRN for each debt to action (Debt ID is not required)
• apply bulk waivers to PSCD debts only. This uses the default end date applicable to the waiver type (the user cannot define the end date). Obtain:
• CRN and Debt ID for each debt to action
• apply bulk write offs to PSCD debts only. This uses the default end date applicable to the write off type: the user cannot define the end date. Obtain:
• CRN and Debt ID for each debt to action

Examples - Preparing the listing

To prepare the file for loading, ensure the data format and content is correct:

• no header row
• CRN for column A, maximum 10 characters, no spaces
• Debt ID for column B, maximum 8 characters, no spaces
• each Debt ID must be unique with no duplicate debt IDs
• each CRN and Debt ID combination must be unique
• if using the Bulk Waiver or Bulk Write Off, upload. No further data preparation is needed to start the upload process.

Write offs

Column A must contain CRNs and Column B must contain Debt IDs. Delete all other columns.

The action and the action end date will be selected via the Tool.

Waivers

Column A must contain CRNs and Column B must contain Debt IDs. Delete all other columns.

The action and the action waive date will be selected via the Tool.

Keywords

Column A must contain CRNs and Column B must contain Debt IDs. Delete all other columns.

Column C needs to have the action. For example, to add new write off, key ‘NEWWOF’.

Column D needs to have the information for the action and use date format as YYYYMMDD.

For example, to add a new (or extended) write off from 1 February 2023 to 1 April 2023:

• key DIS#[today’s date YYYYMMDD]#[key write off end date YYYYMMDD]
• Column D will show ‘DIS#20230201#20230401’

A Quality Assurance (QA) plan is required before the start of any bulk job. This will need to include who is responsible for QA checking and what/ how/ when to contact in the case of something going wrong.

Complete QA on the listings.

Once QA is completed, report outcome to delegate for sign off.

Has the delegate provided sign off?

• Yes, go to Step 4
• No, follow up sign off

Bulk processing is completed via the Bulk Load tool in Process Direct using the option/ button for:

• Write offs. Add, restart and remove the end date for write offs, for DMIS and PSCD debts, using a user-defined end date
• Applying bulk write offs to PSCD debts. This uses the default end date applicable to the write off type (the user cannot define the end date)
• Waivers. Apply bulk waivers to PSCD debts. This uses the default end date applicable to the waiver type (the user cannot define the end date)
• Keywords:
• add and remove keywords on DMIS and PSCD debts and debtors. The bulk load job will processes and complete overnight. A report will issue the following day
• in Process Direct, use the bulk keywords option to apply a write off or waiver via the Bulk Load tool
• open Process Direct and select the Debt Management Bulk Process tile > Upload tile > bulk Keyword > file to load > Submit

Daily bulk load trigger summary and trigger reports are received from the Operating System Access (OPSA) system.

Debt Program Systems and Assurance will provide the team that has been provided access to complete a job with this report to conduct BVT.

Check the OPSA reports to ensure that the bulk load job has been processed.

Have any errors been identified?

• Yes, go to Step 6
• No, procedure ends here

If errors are identified:

• escalate to Debt Program Systems and Assurance in Debt and Compensation Program (DCP) Branch and Payment Assurance Operations (PAO) contacts
• combine all failed reports into one file

Debt Program Systems and Assurance will then investigate errors and if required:

• raise an Incident Management (IM) via Service Manager
• escalate to ICT to investigate issue and to see if Process Input have notified of any issues. ICT to run adhoc job