Scanning Centrelink documents using an MFD 111-10010030

If the customer attends a service centre with documents:

• for Medicare, see Manage Medicare scanning
• for the National Redress Scheme, see National Redress Scheme enquiries and document lodgement in service centres
• about written complaints or feedback, see Level 1 - Manage complaints and feedback
• that are medical/sensitive/restricted access, see Scanning Centrelink medical/sensitive documents using an MFD
• Sensitive documents are those that have information especially sensitive to the customer. These would mostly be medical documents but other documents may also be sensitive. For example, unreasonable to live at home statements or court documents
• a mix of medical and non-medical documents, see Scanning Centrelink medical/sensitive documents using an MFD.
• For example, a claim for Disability Support Pension and supporting medical evidence

Otherwise, go to Step 2.

Check the document(s) at the time of lodgement and decide if immediate processing is needed. Consider the following:

• Is the customer vulnerable?
• If the information provided is not updated upon receipt, how would this affect the customer? For example, the following are types of documents that may need immediate processing:
• Intervention Orders
• Separation Detail (MOD S)
• Relationship details (SS284), or
• change of address for customers affected by family and domestic violence and at risk of harm
• Has the customer’s relationship or living circumstances changed? Check if immediate steps are needed to keep the customer's personal information safe. See Separating safely – protecting personal details

Is immediate processing required?

• Yes:
• Update the record and process as required
• Follow the correct process for urgent processing depending on the type of document lodged. Go to Step 3
• No, go to Step 3

Promote and help the customer download the Express Plus Centrelink mobile app and upload their documents.

Encourage customers to lodge all their documents electronically if possible. This will help ensure they are quickly available on the customer record.

Use discretion when promoting online services to a vulnerable customer. See Separating safely - protecting personal details.

Is the customer lodging a scannable document? See Scannable document exceptions.

• Yes, go to Step 4
• No:
• Check if there are any essential tasks to follow up resulting from this enquiry
• If identity documents were received, see Coding identity documents
• Procedure ends here

Has the customer supplied their Customer Reference Number (CRN)?

• Yes:
• If the customer's record needs to be converted into an adult record, see Searching for a customer on the system
• If the customer already has an adult record, see Table 2
• No, Complete a thorough search for the customer
• If no customer record has been identified after a search, create a new record
• see Table 2

Staff may need to use one or more of the following pages once a document(s) has been prepared for scanning. Use each page multiple times but:

• never use photocopy versions
• regularly replace the page with new printed copies

Further details about this are included later in this table.

• Used to classify documents when:
• they do not have a bar code (non-barcoded documents)
• the integrity of the barcode is damaged or not clear
• Automatically attaches documents to the customer’s record

• Used to create a separate digital image on the customer record
• Commonly used when a customer lodges documents for 2 different claims or pieces of work that will be processed separately

Used when:

• the original documents are of poor quality
• there are pages missing
• the information relates to multiple people

Complete the Initial vetting process then proceed to and complete each section applicable to the document(s) received. Once completed, go to Step 3.

• Check:
• all pages of the document(s) have been provided
• forms are signed, if necessary
• the barcode is clear and of good quality
• there is no mixed customer information
• do not date stamp the documents. Unless it is changed manually at the MFD, the date of receipt is the date of scan
• remove any notes pages and return to the customer. Do not scan notes pages unless the customer has written information on them
• if the CRN is not already recorded on the form, write the Customer Reference Number (CRN) in the top right hand corner of the first page of the customer document
• remove staples and pages that do not need scanning
• make sure the pages are flat and that folds and crinkles will not stop it feeding through the MFD. If the document is in poor condition, make a photocopy for scanning

Note:

• Photographic documents must be photocopied
• The below process is also undertaken to improve the image quality of Identity documents

If the document needs to be photocopied:

• adjust contrast settings for documents of poor quality or high contrast:
• For example, driver’s licences, coloured backgrounds, photos
• Select Copy > Original Type option (bottom of the screen) > More option (pop up) > Photo & Text box and Photograph option in the photo type box > OK
• adjust the darkness to suit by using the Lighten/Darken option if needed
• For documents with lots of blocks of colour it helps to lighten it up to the +3 option for best results
• Select either the Colour or black and white copy option when copying. Note: the digital image does not save in colour
• and the copies are still not clear, consider writing key information or details to help with processing and to prevent unnecessary rescan requests

Include a Received 'as is' coversheet if:

• pages are missing. For example, the customer only provided pages 1 and 2 of a 4 page form, or
• the quality of the image cannot be improved

This will prevent rework and delays related to rescan requests.

Note: if the above process is not followed, this will cause delays to the document attaching to the customer's record.

Very large documents (100 pages or more), or documents with photos, graphics or similar content, can result in a file too large to open. As a rule, keep image file sizes below 10mb.

Note: Documents larger than 5mb cannot be uploaded via Doc Tools in Customer First. See Attaching electronic documents to a Centrelink customer’s record using Document Tools in Customer First.

When scanning documents that may result in a file size too large to open, insert a Patch T separator at logical point(s):

• Large documents, for example, 100 pages or more
• Documents containing photos, contrast (background colour) graphics or other content

The Patch T separator will split the document into smaller digital images when attached to the customer's record. If not split, a rescan request may be required if the image cannot be opened. This results in extra work for the service centre and delays for the customer.

Note: when separating a document, write the CRN on the top of both sections before scanning.

If a customer lodges multiple documents related to more than one piece of work, place a Patch T separator between documents to go to different teams. For example:

• a Families new claim and a Claim for Carer Allowance for the same customer. Place a separator between these 2 claims. Workload Management will create and allocate the appropriate work items
• if Module PC - Private Company and Module PT - Private Trust forms are lodged, always scan them separately. They must be attached to a company record for processing in relation to a number of customers/people

Note: when separating a document, write the CRN on the top of both sections before scanning.

Barcodes are often at the bottom of forms and at the top of system generated letters. Choose from the relevant option below:

• Use the most relevant reclassification page. This includes Scan to Store images
• Print the reclassification page double sided so it has the Patch T separator on the back
• Place the reclassification page in front of the:
• unstructured (non-barcoded) document
• barcoded document where the barcode image is poor quality

Go to Step 4.

If multiple forms are being scanned, always scan the claim/renewal form first. Make sure the first page to be scanned displays the barcode. For example, on an FA081 the barcode is on page 4.

If a Patch T separator and/or Received ‘as is’ coversheet is:

• required, go to Step 4
• not required, go to Step 5

If the required pages have already been printed and the quality is good, the pages can be reused. If not, select and print the:

• most appropriate page from the Reclassification page categories (double sided), and/or
• Patch T separator page), and/or
• Received 'as is' coversheet

Go to Step 5.

See Table 3.

If scanning goes offline:

• notify the Site Manager or appropriate site officer, and
• follow escalation channels advised by the zone

The following is only necessary when contingency arrangements have been invoked at a national level and a decision is made to send documents offsite for scanning.

• Make sure the:
• date of receipt is clearly marked on the documents
• barcode is readable. For example, not covered with a date stamp
• multiple customer documents sent in one envelope are clearly separated
• Record details of the document received on the customer record
• Do not send original documents to another location:
• Copy and certify them before sending
• Return originals to the customer at the time of lodgement
• Do not scan identity documents. Record them using Coding identity documents
• Send documents for scanning at another location:
• at the required frequency
• based on the contingency arrangements at the time
• Sites must keep documents that cannot be scanned until the Site Manager or appropriate site officer advises the required action

Procedure ends here.

If the documents are for:

• a Child record:
• scan them using the carer's Customer Reference Number (CRN)
• the image attaches to the principal carer's record, or
• if they need to be converted to an adult record, see Table 1, Step 7 in Searching for a customer on the system
• an Organisation (ORG) record, the image attaches to the ORG Customer Reference Number (CRN)

Go to Step 2.

If one of the below options is relevant to the document(s) to be scanned, select the option and follow the instructions. Otherwise, go to Step 3.

Select Scan to Store when scanning the document(s) if the:

• document lodged has prompted immediate action on the customer record, and
• activity has gone for quality checking (QMA)

Go to Step 3.

If supporting documents are lodged with a claim form, a reclassification page is not needed as the claim form will be barcoded.

Only place a Patch T separator page between the documents if separate processing is required. For example, a Families new claim and a Claim for Carer Allowance received for the same customer, or claims for more than one customer.

Go to Step 3.

If the customer cannot use the Upload documents service and is lodging documents to support a claim they are in the process of submitting online:

• run the Request and Manage Customer Tasks guided procedure to record receipt of the document. For help, see Circumstance Change Monitor (CCM)
• select Scan to Store when scanning the documents
• remind the customer of the importance of completing all required tasks to allow them to submit their claim online

Go to Step 3.

Choose the relevant option.

Process Direct

Once the customer is in context, select the Transaction tile to see if there is an outstanding transaction waiting for the document to be provided.

Online Updates - For Customer Action

• Select the transaction via the work item ID
• The workflow will navigate to the task. Use the function to update the Status to Accepted
• If all requested documents have been provided, and all relevant actions have been taken on the customer's record, close off the work item
• Using the MFD, select Scan to Store to scan the document(s). This will scan to the customer's CRN but will not create further unnecessary work items

Request for Information - Standalone

• Select the transaction using the work item ID
• Update the Status of the requested documents using the Action edit
• Using the MFD, select Scan to Store to scan the document/s

This makes sure that after the customer has provided the requested document(s), their payment is not suspended before the digital image is available for processing.

Go to Step 3.

Customer First

Check the Customer Details screen for any outstanding requests:

• Select the CRN/BP hyperlink once the customer is in context
• Outstanding requests will appear in the Activities tab:
• Select the relevant ID hyperlink to view the request details
• Select Edit in the header to amend the status
• Use the dropdown to change the Activity Status: In Process and Reason: Form Returned - Awaiting Assessment and save
• Use the MFD to scan the document/s. Use Scan to Store

Check the Future Activity List (FAL) screen for any outstanding activity requesting these documents:

• Select the manual review:
• Highlight the relevant activity
• From the Selection Options list, choose To SELECT future activity for the update
• Select Continue
• Use Scan to Store when scanning the documents

This makes sure that after the customer has provided the requested document(s), their payment is not suspended before the digital image is available for processing.

Go to Step 3.

If the customer indicates they are lodging documents to support a claim already lodged, a claim that has been rejected, or for any other reason:

• select Scan to Store when scanning the document(s)
• if all or partial documents have been provided and the claim has been:
• lodged, see Progress of claim
• rejected, see Request to reassess a rejected claim

Go to Step 3.

Go to the MFD and select the Web Applications screen:

• Touch the Scanning - Centrelink option
• Touch Open

Input document details in the appropriate fields on the IGA screen:

• Change Date Received: check the receipt date. If the date is to be changed, enter the new date
• Enter UserID: touch the field to enter UserID
• Customer CRN: touch the field to enter the customer's CRN
• For barcoded documents, the first page scanned must display the barcode
• For documents with no barcode, the first page scanned must be the reclassification page. The reclassification page must be double sided, with the patch T separator at the back
• Print reclassification pages and Patch T separators. They must not be photocopied
• Scan the document:
• Use Scan to Store if the document has been processed at first point of contact and/or a work item does not need to be created through Workload Management, then press the Scan button
• Use the Scan button only, if the document(s) needs to have a work item created, through Workload Management
• If a document(s) is scanned to a record using Scan to Store incorrectly, it may result in delays for the customer

Note: access to Web Applications and the IGA screen display may differ slightly, depending on the series of MFD in use.

The Resources page links to the MFD user guide, reclassification and separator pages.

When scanning is finished, press the All Services button to clear the screen.

If automatic classification occurred, the digital image can be viewed soon after it has attached to the customer record.

If a document needs manual classification to attribute a valid CRN and/or a form code, there will be a delay attaching the image to the customer record.

See the Resources page for an intranet link to classification timeframes.

For more information, see Viewing Centrelink customers' digital images.

If the customer would like the document returned, make a photocopy before returning it to the customer. Store the photocopy with the scan batch.

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

See Storing scanned documents for timeframes and processes.