Scanning Centrelink documents using an MFD 111-10010030

Unless a scannable document exception exists, all documents that need to be processed at another location should be scanned where they are received.

If processing documents at first point of contact, staff must:

• use the relevant Operational Blueprint for that transaction. This will
• help staff to decide if they need to scan the documents to a customer’s record using the 'Scan to Store' function on the Multi-Function Device (MFD)
• prevents unnecessary work item creation
• scan documents the same day they are received. If this is not possible, for example, because of a scanning contingency, change the date of receipt on the MFD

To help customers experiencing vulnerability, assess at the time of lodgement whether urgent processing is needed.

The discretion to decide if a customer's situation requires urgent processing rests with the Service Officer who is serving the customer.

Staff must take care in cases where the customer may have changes to their relationship status. If updates are to be made to their record:

• consider the steps needed to keep the customer's personal information safe if their relationship or living circumstances have changed, particularly where they have experienced family and domestic violence. See Separating safely - protecting personal details
• make sure it is unlinked from the other person before the updates are made. This will prevent:
• their personal information from being disclosed to the other party
• a privacy incident

Always use reclassification pages for documents with no barcode. This includes scan to store images.

Classification is the process of determining the:

• correct Customer Reference Number (CRN), and
• type of document for the digital image

Automatic classification

Documents scanned on an MFD will automatically classify at the point of scanning if staff:

• enter a valid CRN into the MFD, and
• scan a barcoded form or reclassification page first

Do not photocopy reclassification pages. They must be printed double sided with the Patch T separator at the back. See the Resources page for copies of:

• reclassification pages
• Patch T separators

Manual classification

Manual classification occurs when:

• no valid CRN is entered into the MFD, or
• the MFD cannot read the barcode

As the system cannot attach these documents to a customer record, there may be delays for the customer. Service Officers may also lodge a request to locate the document, resulting in more work for service centres.

To manually classify an image, the Electronic Document Classification Team (EDC):

• view the image, and
• assign it a CRN and/or form code

The Resources page has links to the intranet for scanning dates and classification timeframes.

Once a digital image is attached to a customer's record, a work item will be created for processing (if needed). For more information, see Workload Management.

For Centrelink documents, MFDs have a Scan to Store option.

Scan to Store images:

• attach to customer records
• do not create a work item for allocation through Workload Management

Using Scan to Store incorrectly may result in delays for the customer.

Staff can view all Scan to Store images on the customer's record.

Reclassification pages

Use these to classify all non-barcoded documents. This includes Scan to Store images.

Reclassification pages attach the image to the customer’s record, if a valid CRN is entered into the MFD.

Reclassification pages:

• classify the document. For example, UNS005 for financial documents
• are always in front of non-barcoded documents
• must not be photocopied
• must be printed from the list of reclassification pages on the Resources page. This makes sure the barcode is of a good quality that the scanner software can read
• must be printed double sided with the Patch T separator on the back. The Patch T separator separates the reclassification page from the digital image when attached to the customer record

Patch T separators

Use these to separate digital images on the customer’s record.

For example, a customer supplies documents that relate to 2 different claims. Each of these claims will be processed separately. Place a Patch T separator page between the different documents.

Staff can also use these to logically break up very large documents. This helps to:

• make them easier to process and review
• reduce rescan requests when staff cannot open images because of file size

File size: as a rule, try to keep the file size below 10mb.

Staff can have issues opening large files, such as:

• very large documents (100 pages or more), or
• documents with photos, graphics or similar content

Patch T separator pages:

• must not be photocopied
• must be printed from the attachment on the Resources page. This makes sure the barcode is of a good quality that the scanner software can read
• unless used with a reclassification page, are:
• single sided
• never placed at the start or end of documents

If not used correctly, documents will need manual classification. This will delay the image attaching to the customer’s record.

Received ‘as is’ coversheet

Use this when scanning documents using an MFD:

• to clearly identify where pages are missing. For example, the customer only provided pages 1 and 2 of a 4 page form, or
• if unable to improve the quality of an image. The Resources page has hints and tips to help improve the quality of an image

Place the coversheet behind any barcoded pages to minimise the risk of:

• rework related to rescan requests
• an image needing manual classification after scanning

Barcoded documents

Most Centrelink letters and forms are barcoded. Barcodes make scanning more efficient by making sure forms are correctly classified.

There are 2 kinds of barcodes:

• History Identifier (HID) barcodes:
• Have information about the customer's CRN and the form or letter code
• Forms and letters with HID barcodes will attach to the customer record if the MFD can read the form code from the barcode and a valid CRN was entered into the MFD
• Static barcodes:
• Have information about the form or letter, but not the customer
• Barcodes with the word LETTER (such as CLK2LETTER) will not read correctly. This is because barcodes with LETTER are used for multiple reasons. Use a reclassification page for the image so it attaches to the customer record without needing to be manually classified

Non-barcoded documents (often called ‘unstructured’ documents)

These are often supporting documents like:

• payslips
• identity documents
• bank statements

If the form/document is not barcoded, staff must use a reclassification page so the image can classify correctly.

If a reclassification page is not used, manual classification will be needed. This will delay the digital image attaching to the customer's record.

Staff must use the most appropriate reclassification page. This will make sure any resulting work items are classified and allocated correctly.

Documents that are scanned must be stored onsite for a set period and then destroyed.

See Storing scanned documents for timeframes and processes.