Quality checking using the Quality and Support Tool (QST) 111-20120433

• Access the Business Support Tools home page
• Select QST
• Select Open at the bottom of the screen
• Once the tool is open, select Enable content
• Do not select ‘Edit Workbook’ (this will lock all other users out of the tool)
• Select the Create Pre-Check option from the ribbon at the top of the home page to manually submit work

The Pre-Check page displays. Fill in all required fields on the page.

• Document ID(s) are not always available. This information is not mandatory
• Once the Work Item ID is entered, the Submit Pre-Check button is enabled
  Note: work Item ID and Document IDs are found on the Work Item Details screen in PaNDA. Include the curly Brackets {}. Paste the relevant portion of the URL (or the entire URL) from your browser and the ID will be extracted from it. If you are creating a Pre-Check for DME work, this section can be ignored
• Select Submit Pre-Check

Service Officer will receive feedback via an email for each item of work submitted.

• If the Quality Control Status is 'Error Free', no further action is required
• If the Quality Control Status is 'Contains Errors', the Service Officer reviews the errors and the Quality Checker's feedback. Correct the work as required and finalise

• Access the Business Support Tools home page
• Select QST
• Select Open at the bottom of the screen
• Once the tool is open, select Enable content
• Do not select ‘Edit Workbook’ (this will lock all other users out of the tool)
• Tool will open on the QC work page

To specify an agent(s) processed work for pre-check:

• Enter the Service Officer’s universal logon into the Logon field. Note: any alphabetical characters need to be in capital
• In Check Type, select Pre-Check
• Once the details for the Service Officer (SO) are entered select Add Lock. This locks all work completed by the Service officer, and only their work will be delegated to the Quality Checker
• The SO’s name appears in the list of ‘Agents locked to you’ The SO (agent) remains locked to the Quality Checker until they are removed or the QST reset overnight

Note: from the calendar options, quality checkers have the option to lock the agent by selecting a date range. Always select a future date for locking the agent, otherwise work will not be allocated for checking. Multiple quality checkers can lock the same staff.

• To remove the list of locked agents, select the name(s) of the Service Officer (agent) or Select all
• Once the names are highlighted, select Cancel all

Select Give Me Pre-Check Work for Logon ID

Assessment

• QST presents a work item to the Quality Checker with relevant information displayed
• Open the item in PaNDA by selecting Open Work Item In Panda
• Check the:
• information on the source documents is complete
• information on the form matches the information on the online system
• associated documents such as letters are uploaded to the correct system
• Record the outcome in the Quality Control Status field in the QST
• Select either:
• Error Free - auto-populates the error code. If selected, an explanation of 'Error-free' and the relevant code are populated below the Comments field
• Contains Errors - select an error code from the list. If selected, the Explanation field contains a dropdown list. It populates the 'Error Code' and 'Critical/Non-critical' classification once an explanation reason is selected. Quality Checkers can enter up to 9 separate error descriptions
• Add Comments where needed. When providing additional feedback using the comments box, do not add any personal or identifying information
• For details on how to record outcome and email the processing officer feedback, see Table 3, Step 4
• To pend a work item, see Table 4
• To find a pended work item in QST, see Table 5

The Quality and Support Tool (QST) allocates work items for checking to the checker.

• Access the Business Support Tools home page
• Select QST
• Select Open at the bottom of the screen
• Once the tool is open, select Enable content
• Do not select ‘Edit Workbook’ (this will lock all other users out of the tool)
• The tool will open on the QC work page
• Select Give Me Work
• Open the item in PaNDA by selecting Open Work Item in Panda

Service Officers can also open the item in PaNDA by selecting Open Work Item In Panda.

For example, CDMS, PDS, AIR system, PIP system etc.

• Check the:
• information on the source documents is complete
• information on the form matches the information on the online system
• associated documents such as letters are uploaded to the correct system

• If required, to pend a work item in QST, see Table 4
• To find a pended work item in QST, see Table 5

Record the outcome in the Quality Control Status field in the QST.

Select either:

• Error Free - auto-populates the error code
• Contains Errors - select an error code from the list
• Add Comments where needed. Note: when providing additional feedback using the comments box, do not add any personal or identifying information

• Select Record Outcome to email the result to the original processing Service Officer and their Team Leader
• Select Copy Draft Email to Clipboard - this box must be checked
• The QST will copy the draft email to a Clipboard. See Resources page for the QST email template

Does the work item contain an error?

• Yes, go to Step 5
• No. Create an email. Paste the Quality Control Feedback into the body of the email and advise that quality checking identified no errors. Send the email to:
• the original processing Service Officer
• their Team Leader
  Note: use the correct security marking (Official) for the email

Once the email is sent, QST returns to the home page.

Select Give Me Work

Note: for pre-check work, select Give me Pre-Check Work for Logon ID.

If critical or non-critical errors/s are identified:

• action in accordance with the Quality checking procedures for the relevant Program
• create an email. Paste the Quality Control Feedback into the body of the email
• Send the email to:
• the original processing Service Officer, and
• the Team Leader

Note: use the correct security marking (Official) for the email.

Once the email is sent, QST returns to the home page.

Select Give Me Work

Note: for pre-check work, select Give me Pre-Check Work for Logon ID.

From the Perform QC and Record Outcome screen, select the ‘Pend/Cancel’ button.

The QST – Select a Pend/Cancel Action dialog box displays.

• To pend the work item, go to Step 3
• To cancel the work item, go to Step 4

To pend a work item for quality checking at a later date:

• Select reason: Pend item
• Select Next. To change the auto populated Pend until date, select:
• Change Date box
• relevant date
• Select Pend Reason from drop down list
• Select Pend item
• A dialogue box appears. Check the details. Are they correct?
• Yes, select Yes to pend the work item. QST returns to Home Page
• No, amend details and proceed to pend item. QST returns to Home Page

Note: all Pend Reasons can be pended for 90 days other than the specified maximum 2 day hold in the pend reason list

To cancel the allocation of the work item and return it to the workflow:

• select Cancel
• select OK. QST returns to home page

Cancel – Privacy

To cancel the allocation of a work item due to privacy concerns and return it to the workflow:

• select Cancel-Privacy
• select OK. QST returns to home Page

Note: this work item will not be allocated to the user again. If this option has been selected, refer to OB Inadvertent access and authorised access to determine if the Inadvertent Access form requires to be completed.

To view Pended Work, in the QST tool, select View Pended Work tab from the ribbon.

• To view all allocated pended items, select Find Pended Work
• To select an item, double click on it
• Give Me Selected Work navigates to the Perform QC and Record Outcome screen and populates the work item details