Child Support Strategic Performance Measure 3 (SPM3) quality checking 111-25091506

Each week, the Data and Analytics Division selects 50 completed applications as a sample of all decisions on applications for an administrative assessment finalised in the previous week. This sample is saved to a secured shared folder.

See mySupport article How to request access to secure shared folder in ISP for information on how to request access to the Data Analytics > Business Intelligence Performance > BIP-CSP00297_SPM3_CSP folder.

To meet the minimum checking requirement of 400 checks per quarter and have a consistent number of checks completed each month, allocate 3 weeks’ of samples per month to the checking panel.

Have 3 weeks of decisions made in the current month been allocated?

• Yes, no further allocation is required. Procedure ends here
• No, go to Step 2

Allocation must only occur for weeks where all days fall within the current calendar month. This prevents a decision finalised in one month being checked and reported against a later month.

Is the date range covered by the sampling spreadsheet for the previous week entirely within the current calendar month?

• Yes, go to Step 3
• No, do not allocate. Procedure ends here

• Save a copy of the sampling spreadsheet to the appropriate folder in the Program Support Managers Quality shared folder with the name format ‘Week {1-9 of the allocation weeks for the quarter} SPM 3 Case Selection {YYYYMMDD}’
• Insert a new column A named ID NUMBER
• Use the Encryption GUI tool to encrypt the values in the CASE_ID column and populate the ID NUMBER column with the encrypted values.
  Note: use the ‘Choose a CSV file’ function of the Encryption GUI for bulk encryption. See Table 1 on the Resources page for details on how to get access and use the Encryption GUI tool
• Add new columns N, O, P, and Q named CHECKER, CHECKED, ERROR CORRECTION, and COMMENTS respectively
• Apply data validation to the CHECKED and ERROR CORRECTION columns to only allow selection of Yes or No in these fields.

International applications and withdrawn decisions are allocated to specific panel members who have the specialist knowledge required to assess the correctness of the decisions relating to the SPM3 measure.

If a sample shows:

• Yes in the International column:
• allocate to a panel member from a site with the International New Customers work type, typically Hobart
• populate the CHECKER fields for these rows with the appropriate panel member’s name
• WITHDRAWN in the OVERALL_CASE_STATUS column:
• allocate to a panel member from the Quality and Technical Support Service Delivery Support team
• populate the CHECKER fields for these rows with the appropriate panel member’s name

• Populate the remaining fields in the CHECKER column with the names of the panel members. An equal number of checks should be allocated to all members where possible
• Sort the spreadsheet alphabetically by the CHECKER column
• Save the changes made to the spreadsheet

All panel members are added to the SPM3 Quality Checks MS Teams group managed by the Quality and Technical Support Service Delivery Support team.

Following the creation of the allocation spreadsheet, use the SPM3 Quality Checks MS Teams chat to advise the checking panel the allocation is available. Flag the post as important.

• Go to the Verint Support Hub SharePoint page
• Select the Apply for Verint Access tile
• Select Click Here
• Complete the form, ensuring that the below information is selected in the specific fields:
• Are you requesting Verint access for Quality Call Framework: No
• What is your current role: Child Support – Service Support Officer
• Business Area: My role is in Child Support

Note: the type of access required field will automatically update.

Identify the staff member from the relevant SPM3 allocation spreadsheet in the Program Support Managers Quality shared folder.

In Verint:

• Select the Evaluate option, search for the Service Officer, select Go
• Select the CS&TS SPM3 - Payment Quality (New Rego) form
• Record the encrypted ID number from the allocation spreadsheet in the ID number field

Review the documentation of customer contact and processing in Cuba and Pluto relating to the decision recorded on the SPM3 allocation spreadsheet.

Evaluate against all relevant Operational Blueprint processes and/or child support legislation.

Answer all questions in the evaluation form. See Table 2 on the Resources page for details about the criteria of each question.

Questions 1 to 4 review process steps and gather information necessary to assess question 5.

Question 5. Answering:

• Yes, confirms the decision on the application for assessment was for the correct amount, involved the correct parties, and applied from the correct date. This indicates a ‘pass’ for the SPM3 check
• No indicates an error has occurred resulting in the decision on the application for assessment being incorrect or invalid. This indicates a ‘failure to pass’ for the SPM3 check

Select Submit to have the evaluation recorded for reporting. If a check is submitted in error, notify the Quality team.

Note: evaluations for each month must be submitted by the last calendar day of the month.

Have errors requiring remedial action been identified under questions 1-5?

• Yes, go to Step 4
• No, procedure ends here

If an error requiring further customer contact, investigation, or consideration for correction is identified, the quality checker must raise a CSO Potential Error Cuba intray with the following notepad:

• Subject: SPM3 Checking
• Text: SPM3 Payment Accuracy Quality check has identified an error with the following: (Describe the error and remedial action required.)
  CSO – Potential Error intray created in line with quality checking process.

Is the customer’s record locked to a Service Officer?

• Yes, the intray will remain locked to the Service Officer for follow up. Procedure ends here
• No, route the intray to:
• Region: National Office
• Office: National Office
• Stream/Team: SP SAS National SAS Team
• Position: <Quality PSM> – PSM

The Quality and Technical Support Service Delivery Support team will allocate the intrays to New Customer Team Leaders for review and action. Procedure ends here.

The Quality and Technical Support Service Delivery Support Team receives a Verint report detailing the checks completed in the previous week.

Compare the report to the allocation spreadsheets to ensure all checks that checkers have recorded as completed have been recorded in Verint.

If there any discrepancies between the number of checks recorded as completed, and the number of checks captured in Verint, investigate further and ensure any missing evaluations are recorded into Verint.

Go to Step 2.

Each month a Verint report detailing the checks completed in the previous month is received by the Quality and Technical Support Service Delivery Support team.

Review any evaluation where an error under SPM3 has been identified to ensure the recording of the error was accurate, and that appropriate remedial action has been taken.

Was the SPM3 error recorded accurately?

• Yes, go to Step 3
• No, advise the Coordination team via the SPM3 mailbox of the error for correction of the data. Procedure ends here

Review the customer record to check if remedial action has been taken.

Has remedial action has been completed or is in progress?

• Yes, no further action is required. Procedure ends here
• No, create appropriate Cuba intray work items and refer to the appropriate area for action. Procedure ends here