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Customer Identity Matching for the Department of Veterans' Affairs data exchange 110-06070000

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For DVA Clearances trained staff.

This document outlines the customer identity matching process between Services Australia and the Department of Veterans' Affairs (DVA). This relates to DVA clearance processing, DVA debt recovery processing and DVA integrity checks.

On this page:

Matching customers to a DVA record

DVALINK manual follow up activities

DVAUNL manual follow up activities

Manually link and unlink a customer record

Matching customers to a DVA record

Table 1

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Step

Description

1

External Customer Match List (ECML) screen

The ECML screen is used to identify and link mutual Services Australia and DVA customers. This identity matching is initiated by DVA.

Access to view and link records in ECML must be requested through the ICT Security Portal, see the Resources page.

To enter the ECML screen:

  • in Customer Record, in the following fields:
    • Sys, key 'NNS'
    • Env, key 'N' and press [Enter]
    • Nxt, key 'ECML' and press [Enter]
  • to view the match list for DVA, in the following fields:
    • External Org, key 'DVA'
    • Activity Status, key 'RST' to view all current match requests. Key 'COM' to view completed matches
    • Date, key a date range to narrow down the search
    • Surname, key surname for a specific search, or first letter followed by an asterix), or by keying a specific CRN in the CRN field
    • completed records are only held for a period of 6 months on the external customer match list. Activities that have been culled from the list will not be displayed
    • the screen will show a match status for each result in the 'Rslt' column

2

ECML - Match status

Possible status matches include:

  • Matched (mch) - link has been completed, customer matched
  • No Match (nmt) - link has been completed, no match found
  • Started (sta) - link is incomplete and needs manual intervention
  • Received (rec) - new request has been registered
  • Held (hld) - link is held

To confirm a link in ECML, go to Step 3.

3

ECML - Confirm a link

On the ECML screen:

  • select a name by keying 'S' on the far left of the screen (beside the name field)
  • view the External Customer Match Details (ECMD) screen. This shows a list of up to 20 possible Services Australia matches for the DVA customer
  • the list will show in order of quality and the highest match will show first. Each result is allocated a match indicator representing the strength and reliability of the match. The indicators are numbered from strongest (1) to weakest (5). If the indicator field is blank, it is an exact match

If there are multiple UINs:

  • send an email to dedicated DVA data exchange mailbox. Ask them to link the primary UIN
  • complete the ECML match
  • await reply from DVA

If it is unclear the records belong to the same customer, investigate to correctly determine a match.

  • Open DVA VIEW
  • Access the record of DVA customer on ECMD screen
  • Check the following:
    • Current and former names
    • Current and former address
    • Date of birth
  • If still not certain, check the Services Australia record and DVA VIEW for:
    • Gender
    • Payment destination
    • Current and former spouse
    • Children

Once it is determined a match is:

  • Suitable, confirm the link:
    • key 'L' beside the Name field and a 'Y' in the Confirm Link/Match Customer Y/N field, or
    • key 'S' beside the Name field and press [Enter]. Key 'Y' in the Confirm Link/Match (Y) field
  • Not suitable, key 'N' in the Confirm Link/Match Customer Y/N field to complete the activity as a no match

DVALINK manual follow up activities

Table 2

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Step

Action

1

DVALINK manual follow up activities

A DVALINK manual follow up (MFU) occurs when Services Australia's system initiates identity matching to a DVA record. This occurs when:

  • DVA information is recorded for a current Centrelink customer on the DVA or SHID screens
  • a current customer who has a DVA interest is linked with a partner
  • a new claim is indexed for PEN, PGA, SHC, NSS and CDA systems, where the claimant does not have a UIN link

To access the MFU:

  • from the Activity List (AL) screen, select the CRX/IDX activity (DVALINK MFU) by placing an 'S' in the access field on the left of the activity. Press [Enter]
  • this opens the External Name List (XIL) screen, which shows a list of potential DVA records that could be a match for the Services Australia customer
  • If:
    • the DVA record on XIL is a definite match to the Services Australia customer, go to Step 2
    • there is no match on XIL, and the Services Australia customer needs to be linked to a DVA record, go to Step 3
    • a DVALINK MFU is generated, there is no match on XIL and no requirement to link to a DVA record, go to Step 4

2

DVA record on XIL is a definite match to the Services Australia customer

A definite match occurs when the customer's name, date of birth and at least one other piece of data matches. For example:

  • address (current or previous)
  • partner details
  • bank account
  • phone number

Where there is a definite match:

  • select the record and press [Enter]
  • on the External Personal Details (XPED) screen, key 'Y' in the CONFIRM.LINK field and press [Enter]
  • complete the activity
  • the NU screen will show the Department of Veterans' Affairs ID and date of linking

3

No match on XIL and the Services Australia customer needs to be linked to a DVA record

No match occurs when a customer becomes entitled to Defence Force Income Support Allowance (DFISA) payments for periods before 1 January 2022 and they do not yet have a DVA record.

Where there is no match:

  • key 'Y' in the Unsuitable field and press [Enter]
  • a C3ISPT-N trigger will be generated. This trigger:
    • sends a transaction to DVA with the customer's details
    • can be viewed on the Trans/Trigger List TTL screen
  • if the C3ISPT-N trigger is not generated, the Specialised Client Services team will send a 'Create Client' request to DVA manually

DVA will then create the DVA client record manually. This automatically links both entity customers records.

4

DVALINK MFU is generated, there is no match on XIL and no requirement to link to a DVA record

In some circumstances a link to a DVA record is not needed.

Examples include:

  • during claim activities, the system picks up potential matches to DVA records with similar details to the Services Australia customer. There is not always a direct match to a DVA customer, so a link is not needed
  • the system detects the DFISA rate fields are populated with a daily rate on a DVA partner record. This normally means DFISA is payable for periods before 1 January 2022 and the DVA partner's record must be linked to DVA so they can be paid. Sometimes the DFISA rate fields contain all zeroes (that is, DFISA is not payable) - in this case, there is no requirement to link the DVA partner to DVA

To finalise the DVALINK activity, complete the activity by going to AR.

Note: no other changes to the record can be performed inside this activity. Other screens will display protected along with the edit I032ZZ - Not a valid task for this activity.


DVAUNL manual follow up activities

Table 3

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Step

Action

1

DVAUNL manual follow up activities

A DVAUNL manual follow up (MFU) occurs when DVA initiate an unlink of a customer UIN from the Services Australia record. This most commonly happens where:

  • a DVA record is deleted as not in use, or
  • a multiple record is identified

The system initiates identity matching to a DVA record.

From the Activity List (AL) screen:

  • select the DVA initiated UIN/CRN unlink activity (DVAUNL MFU) by placing an 'S' in the access field on the left of the activity
  • press [Enter]
  • check if the customer receives a payment from DVA using VIEW
  • if they receive a payment, check the DVAS screen. If the details are:
    • correct, email the dedicated DVA data exchange mailbox to investigate the unlinking activity
    • incorrect, finalise the DVALINK activity by going to AR. Procedure ends here

Manually link and unlink a customer record

Table 4: Specialist access is required to access the CD screen. Staff are to ensure they apply for 'CDIADV - DVA Client Department Interactions' resource, located under Mainframe Application > Income Security category in the ICT Security Portal.

Expand table

Step

Action

1

Manually link and unlink a customer record

A customer can be manually linked or unlinked from a DVA Unique Identification Number (UIN). This can be initiated on the Client Department Interactions (CD) screen where no CRX/IDX activity is present on AL.

On the CD screen, in the following fields:

  • Client Department System Name, key 'DVA'
  • Action, key 'LNK' to link or 'UNL' to unlink
  • select a valid source and press [Enter]
  • to manually link:
    • a suitable displayed match, select the match and press [Enter]
    • on the External Personal Details (XPED) screen, key 'Y' in the Confirm Link Customer Y/N field and press [Enter]
  • to manually unlink:
    • a confirmation message will appear. Key 'Y' to proceed and finalise the activity
    • Note: check if any DVA data has been added incorrectly to the customer record on the DVA screen. If this is the case, amend the record accordingly and check the UIN is linked to the correct Services Australia record if needed