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

Item

Description

1

Request access and install

• See mySupport article How to request a resource in ISP
• In Search Criteria > Category field, select Active Directory > Desktop Application
• Key 'Encryption' in the Containing field and select Search
• From the Search Results field, select 'DHS Encryption GUI' and add it to the Resources to Request field. Select Submit

Once the ISP resource is approved:

• install the Nuance Encryption GUI from the Company portal
• open the Nuance Encryption GUI from your programs list. Start Menu > All apps > Nuance > Nuance Encryption GUI

2

How to use the Encryption GUI tool

Encrypt data to enable searching in Verint:

• Paste the plain text (Customer Identifier or Receipt Number) into the Plain Text box
• Select Encrypt. It is important to not have any spaces between the CRN numbers or alpha in the Plain Text field. The alpha needs to be a capital.

Data can also be decrypted in the opposite direction:

• Place encrypted text in the Encrypted Text box
• Select Decrypt. Text from +CustIdentifier field can be copied and pasted from Verint into the GUI so that the plain text can be displayed and the text identified.

Note: the Choose a CSV file function of the Encryption GUI can be used for bulk encryption.

Question

Criteria

Additional notes

1 Did the Service Officer locate existing, or create new records, in line with OB?

Service Officer has checked Cuba, Pluto, Customer First, and ATO systems to identify existing customer records to use in the registration prior to creating a new record.

Mark No if there is evidence to suggest this did not occur.

Check the record for information to suggest appropriate system checks and linking has occurred. Some indicators include:

• a recorded TFN and imported ATO incomes
• level 1 ATO searches documented in the Collection window
• a recorded CRN and details in the external care window
• documentation of post registration contact or error correction may indicate:
• an incorrect customer was linked to the case, or
• a duplicate record was created due to an existing record not being identified

2 Were contact attempts to the applicant made in line with OB and relevant updates made?

Where the contact is”

• successful and all required information was confirmed or requested; this question is marked as Yes.
• not successful, consider if:
• pre contact SMS message was sent
• the customer or case circumstances warranted additional contact attempts (FDV, CALD, Indigenous, Remote, PS)
• appropriate pre-registration letters were issued

Check the customer letters list, communication window and case window for record of customer contact and/or contact attempts.

Review the correspondence window for any documents supplied by the customer.

3. Were contact attempts to the other parent made in line with OB?

Where:

• successful contact is made, and all required information was confirmed or requested, this question is marked as Yes.
• contact was not successful, consider if:
• pre contact SMS message was sent
• the customer or case circumstances warranted additional contact attempts (FDV, CALD, Indigenous, Remote, PS)
• appropriate pre-registration letters were issued

Check the customer letters list, communication window and case window for record of customer contact and/or contact attempts.

Review the correspondence window for any documents supplied by the customer.

4. Was Presumption of Parentage (PoP) considered in line with OB?

This is demonstrated by:

• the use of previously verified PoP decisions
• mutually agreed PoP information
• adequate attempts to verify single source PoP information
• appropriate decision making regarding disputed PoP information

Check the relationship window for PoP information used in the decision. Reference this against:

• previous assessments for the child/ren
• customer contact

5. Based on information available at the time of making the decision, was the annual liability the right amount, payable to the right person, from the right date?

Aspects to consider:

• Were the right customer records used in the assessment
• Is the SDOL correct
• Were the assessment-relevant details, as provided by the customer, recorded correctly
• Were all relevant information on file appropriately used in the decision to make the assessment (for example, ITD/Est incomes, relevant dependant information, etc)
• Was the case liability rate impacted if any processes were missed such as:
• FAO care wasn’t managed correctly
• inaccurate data entry
• inaction

If the case liability rates were not impacted by any missed processes, question 5 should be answered with Yes.

Questions 1-4 indicate the success of the non-critical steps of making an assessment.

The result of Q5 ultimately determines the SPM3 outcome.

Consider if the decision resulted in the customer being assessed to pay/receive the correct amount.