New Zealand Case Management – Summary of Exchange of Information from Child Support to Inland Revenue, New Zealand (NZIR) 277-08220000

The following tasks are performed on a daily, weekly and monthly basis by the Service Officer, NZ CA Team.

• Daily, go to Step 2
• Weekly, go to Step 3
• Monthly, go to Step 4

The required daily tasks include:

• Exchange of information requests and responses with NZIR
• Monitor NZ Secure Messaging mailbox for new messages and either action or allocate
• Monitor NZ Admin Unit mailbox for new messages and either allocate or action

The required weekly tasks include:

• Save the following exchange documents (emails and spreadsheets) sent to NZIR via the NZ Secure Messaging mailbox in Hobart’s shared drive:
• Income requests
• Determination of Habitual Residency (Customer Location/Pre-Transmittal)
• Transmittals
• General withdrawals
• Amended Certificates
• Potential Returns – Request for New Information
• Case Returns (No Longer Habitually Resident, Customer Deceased, Non-Traceable, Non-Collectable
• Enforcement Updates
• Request for Amended Certificate
• General Request for Withdrawal
• Monthly Income Breakdown from NZ
• Summarise all data sent as part of the exchange to NZIR into the Weekly Exchange Summary current year spreadsheet - sent NZ Out Exch tab located in the Reporting folder

The monthly task completed by the Service Officer in the Child Support Workload team Operations Management Division (OMD) is reporting for ‘Out’ exchange- including NZF Master List.

The monthly task completed by the Service Officer CA Team is maintaining the accuracy of the Transmittal spreadsheet by rolling over to a new month.

Two spreadsheets are sent to NZIR each day by 2 pm.

The first spreadsheet are requests from Australia for NZIR actioning.

The second spreadsheet are replies to NZIR requests actioned by the Central Authority team.

There are a number of tabs on the ‘Daily Exchange’ to facilitate the exchange of information, The tabs are:

• High Priority Cust Location – For urgent customer location details. Australia and New Zealand have agreed to strict parameters for urgent requests.
  You must select a reason from the drop down list. The reasons are:
• Ministerial/Ombudsman
  Where the query relates to either a ministerial or ombudsman enquiry or complaint
• Domestic Violence/Safety Risk
  Where there is a threat to the customer or others’ safety
• Follow up from weekly req
  Where an initial enquiry has not been resolved from the weekly spreadsheet - CUBA will not allow the request to be made again
• Internal Standards – NZ use only
  This is an enquiry that relates to an internal NZID performance measure and is only for NZ use
• Article 5 and 7 notification – Child Support notifying Australian habitual residency of the payee and start dates where both the payee and payer have cases to determine which country must end
• Article 5.2 Habitual Residency – Child Support is seeking to confirm a payee is habitually resident in New Zealand (NZIR) are to supply full payee contact and case details in response)
• Miscellaneous Requests – used for any communication that does not fit into any of the other categories, and
• Cases - Unable to register. This tab is for recording cases that cannot be registered

Create Spreadsheet

Open the (blank) template named DailyAUNZ_date

Location: G/Int/NZ/YYYY/Daily Exchange/Aus Req and responses and save to the current month folder

File name: DailyAUNZ_YYYYMMDD

Modify Spreadsheet:

• Go back to and open G/Int/NZ/NZ Daily Exchange sheet 1 and sheet 2
• Copy all lines with data from each tab in the NZ Folder sheets and paste into the relevant tabs in the newly saved sheet to be sent to NZIR – SAVE
• Clear the contents from each tab in the original NZ Daily Exchange spreadsheets in the NZ folder and save
• Complete the AU to NZ summary exchange template with the number of each request types sent to NZIR
• Attach the newly saved file to the email to be sent to NZ. Go to Step 3.

Australia responds to the Daily NZAU_YYYMMDD spreadsheet requests by updating the spreadsheet and returning via secure email to NZIR.

Open the NZ Request file received on the previous day and check that all of NZ’s requests have been answered.

If so, attach this file to the email to be sent to NZ (along with the Australian Requests). This email is then sent via the NZIR secure mailbox.

The 2 files are sent to NZIR each day by 2pm.

The response will contain replies to all requests.

Save the Daily Exchange spreadsheet in G/Int/NZ/YYYY/Daily Exchange/Aus Req and responses folder name as DailyAUNZ_YYYMMDD replies recd ddmmyyyy.

File the daily exchange email received from NZIR in the appropriate Outlook folder.

Open the NZ Daily Exchange spreadsheet. Send a group email from the NZ Admin Unit mailbox to all the Service Officers who requested information to advise them responses have been received from NZIR. Use the following email template:

From: NZ Admin Unit Mailbox

Subject: Daily Exchange requests from {date request sent xx/xx/xxxx} received

Text:

Hi,

NZ Daily Exchange requests from DDMMYY have been replied to.

Please document your responses and action as appropriate.

Here is a link to the sheet:

If you don't have access to the response, please check first within your team before requesting from International CA Team.

Thanks

Other ad-hoc emails may have to be sent to NZIR as not all staff have access to the NZ Secure Mailbox. Generally, the response will come from team leaders, senior management or Policy.

All emails from staff via the NZ Admin Unit Mailbox, or from NZIR via the NZ Secure Mailbox that fall outside the daily and weekly exchange will include either an officer’s name or the type of work in the subject heading.

Scrutinise each email according to the work type and who it is addressed to and either action it or forward to the:

• Service Officer
• Team Leader

If the email needs action or further follow up by another NZ Central Authority Service Officer, mark it with that officer’s pre-determined coloured flag. Once the action is completed, mark it as completed by right clicking twice on the flag beside the email.

Email the following requests to NZIR each Friday morning by 10am.

• Income Requests – requests confirmation of incomes for both payers and payees
• Determination of Habitual Residency (Customer Location/Pre-Transmittal requests) – requests for confirmation of payers’ habitual residency in New Zealand and other information to ensure Child Support have an accurate assessment
• Transmittals/Registrations – requests for NZIR to register Child Support assessment information and commence collection or enforcement
• General Withdrawals – confirmation to NZIR that collection is no longer required and the case is to be withdrawn and returned to Child Support
• Amended certificates – advice regarding a customer’s change in circumstance and/or new liability amounts (only for cases that have already been transmitted to NZ for collection)
• Potential Returns – request for new information for cases being considered as Non-Collectable or Non-Traceable
• Returns (No Longer Habitually Resident, Customer Deceased, Non-Traceable and Non-Collectable) – Notification to NZIR that further collection cannot be made and case has been withdrawn
• Enforcement Update – request update from NZIR on collection of a case transmitted to NZIR
• Amended Certificate Requests – Child Support request NZIR send an amended certificate where they know a payer’s circumstances have changes (NZ In case)
• General Withdrawal Request – Child Support request a general withdrawal where the payer (in Australia) has paid their Child Support debt in full
• Requests for Monthly Income Breakdown from NZ – monthly NZ income breakdown requests

Prepare email:

Send to: NZIR secure mailbox.

Subject Heading: Weekly Exchange

Text:

Hi There,

Please find attached our weekly exchange.

We do not have any xxxxxx this week.

Summary of items exchanged is as follows:

Regards

Signature block

Income Requests are sourced from 2 locations:

• Cuba Report – requires #CUB(O) access and
• G/Int/NZ folder

Create spreadsheet:

Open the (blank) template named: ReqIncAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Inc Req and save to the current month folder

File name: ReqIncWeeklyAUNZ_YYYYMMDD

Populate sheet for NZIR:

• Go back to the NZ folder and open the team sheet with file name: Req Inc from NZ
• Copy all lines with data from the team sheet and paste into the newly saved sheet to be sent to NZIR - SAVE
• Clear the data from the team sheet by deleting entire rows
• Save and close

Generate report

To request customer incomes, generate an Income request report in Cuba.

Go to the CSA Main Menu/Management/International Request Report.

In the International Request Find window, select the Income Request transaction type, no need to select dates

• Select the Excel icon on the top left of the screen to generate the Income Request Report as an Excel spreadsheet
• Copy all lines with data from the report and (directly under any existing data), paste into the newly saved sheet to be sent to NZIR – SAVE
• Close the excel report – do not save the file

Note: when generating this report in Cuba copy and paste the data into newly created spreadsheet immediately and save. Once the report is generated, the data is erased from Cuba and cannot be recovered as a subsequent report

Modify spreadsheet

Add 'Y' to each entry in column G 'Current Benefit Income Y/N', and add 'Date Benefit Started if Y'. Insert a column after column G and name it: Date Benefit Started if Y

• Where IRD field in column E is blank – go to Cuba and update the sheet with the customers DOB

Where an Inland Revenue Department number (IRD) has not been populated on the spreadsheet, check the customer details in Cuba and include the customer’s DOB in the IRD field as: 'DOB DD/MM/YYYY'.

Correct any obvious errors in the spreadsheet.

Save and close the spreadsheet and attach into the prepared weekly exchange email.

Child Support requests customers’ residency details and associated information from NZIR. There is a limit of 70 customer location requests per week. Requests for other information do not form part of the limit of 70.

Tracing Requests are sourced from Cuba. Generating the report requires #CUB(O) access.

Create spreadsheet:

Open the (blank) template named: ReqTraceAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Tracing and save to the current month folder

File name: ReqTraceAUNZ_YYYYMMDD

Generate report

Note: when generating this report in Cuba save the report immediately as the data is erased from Cuba and cannot be recovered in a subsequent report.

• Go to the CSA Main Menu/Management/International Request Report.
• In the International Request Find window, select the Tracing Request transaction type – no need to choose the dates.
• Select the Excel icon on the top left of the screen to generate the Income Request Report as an Excel spreadsheet.
• Copy all lines with data from the report and paste into the newly saved sheet to be sent to NZIR – SAVE
• Close the excel report from Cuba – do not save the file

Modify spreadsheet:

• Re-format all dates in the spreadsheet (columns D, H and M) as some may be in American format:
• Highlight the first column of dates
• Select the 'Data' tab at the top of the s/sheet
• Choose 'text to columns' option.
• Select 'next' and then 'next' again,
• Change the selection to 'MDY'
• Select finish
• Follow the same process for the data in the Primary Customer’s DOB and the Other Party’s DOB
• Remove any RP income requests – highlight line and delete

Save and close the spreadsheet and attach into the prepared weekly exchange email

Request second report

If there are 70 requests in the first report, generate another Tracing Request report (after saving the first one) for the same dates. Copy and paste any extra requests into a new spreadsheet. Save this spreadsheet in the share drive Weekly Exch sent TO NZ/Tracing/ReqTraceAUNZ_date naming the file with the next weeks exchange date.

A maximum of 35 transmittals can be sent to NZIR each week.

Create spreadsheet

Open the (blank) template named: RegAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Transmittals and save to the current month folder

File name: RegAUNZ_YYYYMMDD

• Go back to the NZ folder and open the 2 x sheets with file names: Send Manual Transmittal to NZ (sheets 1 and 2)
• Copy all lines with data from the team sheets and paste into the newly saved sheet to be sent to NZIR - SAVE
• Clear the data from Send Manual Transmittal to NZ sheets 1 & 2 by deleting entire rows

Modify spreadsheet

• Check for any obvious errors in the spreadsheet to NZIR, such as:
• Data in the wrong columns
• The arrears date (should be the last day of the previous month when compared with the exchange rate date)
• The first ongoing date (column P) should be the first day of the month the transmittal was prepared
• Data in the wrong columns
• Make sure all formulas have been applied
• Change Purple highlighted fields to no fill
• Delete any blank rows. Make a note of the number of transmittals to be sent thus far, remembering there is a maximum of 35 per week. If there are more than 35, only send the bottom 35 rows and save the excess separately to be sent the following week
• Save and close the spreadsheet and attach into the prepared weekly exchange email

There is no limit on the number of Withdrawals sent each week.

Create spreadsheet

Open the (blank) template named: WithdrawAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Withdrawals and save to the current month folder

File name: WithdrawAUNZ_YYYYMMDD

Modify spreadsheet

• Go back to the NZ folder and open the 2 x sheets with file names: Send Manual Wdrl to NZ – Out Cases (sheets 1 and 2)
• Copy all lines with data from the team sheets and paste into the newly saved sheet to be sent to NZIR - SAVE
• Clear the data from the team sheet by deleting entire rows
• Save and close the NZ folder sheets
• Check for any obvious errors in the spreadsheet to NZIR, such as:
• Data in the wrong columns

Save and close the spreadsheet and attach into the prepared weekly exchange email.

Amended Certificates are sourced via Child Support Macros located in SharePoint and Authorised access is required to navigate to the stored data.

Create Spreadsheet:

Go to the following folder: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Acerts

Copy the blank spreadsheet template named: AcertAUNZ_date and paste into the relevant monthly folder. File name: AcertAUNZ_YYYYMMDD

• Go to Child Support Macros
• Select International
• Select Send an Amended Certificate to New Zealand
• Select Navigate to Data page button
• Select the "Download to Excel" button to extract the data
• Open the Excel file and copy the data and paste into the renamed AcertAUNZ_YYYYMMDD sheet.
• Save
• Exit unsaved Macro Excel sheet
• Return to the Send an Amended Certificate to New Zealand macro then select Purge all data

Modify sheet:

• The payment schedule is received from NZIR on or around the 10th of each month and is generally processed by CSA on the evening of the 15th of each month (different if this falls on a weekend)
• The date the acert was processed will determine which payment schedule had been processed at the time the acert was prepared *(refer to the exchange rate date in column I to determine when the acert was prepared)
• You can check with the Disbursements Unit to determine the date the last payment schedule was processed or you can check a case in cuba to see the posting date of the last payment.
• Example 1: acerts prepared 01 Feb - 15 Feb will include payments received in January YYYY from NZIR in their calculation of the arrears owed. This is because the payments we received in February would not have posted to the PP account at the time the officer prepared the acert. So the payment schedule date to be entered onto the acert sheet in column W is 10/01/YYYY
• Example 2: acerts prepared 16 Feb - 28 Feb will include payments received in February YYYY from NZIR in their calculation of the arrears owed. So the payment schedule date to be entered onto the acert sheet in column W is 10/02/YYYY

Correct any obvious errors in the collated spreadsheet to NZIR, such as data in the wrong columns, exchange rates and exchange rate dates, IRD number and CSID’s formatted correctly.

• Check for duplicates on the sheet:
• Where there is a different RP for each amended certificate, this means the PP has 2 (or more) cases – both acerts will be sent
• Where RP, and the acerts have been prepared on the same date and all financial figures are exactly the same, all duplicate records can be removed
• Where RP details and financial figures are different, check case on Cuba to confirm correct figures and delete incorrect entry
• Delete any blank rows from the sheet
• Save and close the spreadsheet and attach into the prepared weekly exchange email

The Potential Return spreadsheet is completed by the CA Team resulting from referrals from across the business nationwide.

Create spreadsheet

Open the (completed) template named: PotentialRtnAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Potential Returns and save to the current month folder

File name: PotentialRtnAUNZ_YYYYMMDD

Modify sheet:

Save and close the spreadsheet and attach into the prepared weekly exchange email.

Re-open the template in the Sent To NZ folder and clear out all data (as the requests are now saved on the sheet to be sent to NZIR).

When Child Support has exhausted all collection avenues, is not able to locate the customer, the customer is deceased or the customer is no longer habitually resident of NZ. Child Support will return N in Case t NZIR.

The Return template is completed by the CA Team resulting from referrals from across the business, nationwide.

There are 3 tabs on the s/sheet – all of which may contain data to be sent to NZIR.

Create spreadsheet

Open the (completed) template named: ReturnAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Returns and save a copy to the current month folder

File name: ReturnAUNZ_YYYYMMDD

Modify sheet:

Save and close the spreadsheet and attach into the prepared weekly exchange email

Re-open the template in the Sent TO NZ folder and clear out all data from the 3 tabs (as the requests are now saved on the sheet to be sent to NZIR)

Create spreadsheet

Open the (blank) template named: ReqEnforceAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Req Enf Update from NZ - Out Cases and save to the current month folder

File name: ReqEnforceAUNZ_YYYYMMDD

Modify sheet:

• Go back to the NZ folder and open the team sheet with file name:
• Req Enf Update from NZ - Out Cases
• Copy all lines with data from the team sheet and paste into the newly saved sheet to be sent to NZIR - Save
• Clear the data from the team sheet by deleting entire rows

Save and close the spreadsheet and attach into the prepared weekly exchange email

Create spreadsheet:

Open the (blank) template named: ReqIncMonthlyAUNZ_date

Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Inc Req – Mthly Breakdowns and save to the current month folder

File name: ReqIncMonthlyAUNZ_YYYYMMDD

Modify spreadsheet:

• Go back to the NZ folder and open the team sheet with file name: Req Monthly Income Breakdown from NZ
• Copy all lines with data from the team sheet and paste into the newly saved sheet to be sent to NZIR - Save
• Clear the data from the team sheet by deleting entire rows
• Save and close the NZ Folder sheet

Correct any obvious errors in the spreadsheet to NZIR, such as:

• Financial year in column H should be the financial year ending in full ie: YYYY
• Remove all 'Y' from the month columns - NZIR will provide income details for all months
• Service Officers not in Hobart provide user ID and Team Leader user ID
• Data in the wrong columns

Save and close the spreadsheet and attach into the prepared weekly exchange email

Acert Requests are sourced from two locations:

• G/Int/NZ folder
• Case Selection report – via NZ Admin Unit Mailbox

Create spreadsheet:

• Open the (blank) template named: ReqAcertAUNZ_date
• Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/ Req for Acerts and save to the current month folder
• File name: ReqAcertAUNZ_YYYYMMDD

Modify sheet:

• Go back to the NZ folder and open the NZ Folder sheet with file name: Req Acert from NZ - In Cases
• Copy all lines with data from the team sheet and paste into the newly saved sheet to be sent to NZIR - SAVE
• Clear the data from the team sheet by deleting entire rows
• Save and close the NZ Folder sheet
• Keep the sheet to be sent to NZ open so the Case Selection report cases can be added

Open the Case Selection report

• The file is password protected: #NZGEE
• Copy and paste the data into the sheet to be sent to NZIR - SAVE
• Correct any obvious errors in the spreadsheet to NZIR, such as data in the wrong columns.

Save and close the spreadsheet and attach into the prepared weekly exchange email

Move the report email into the sub-folder Case Selection

General Withdrawal Requests are sourced from 2 locations:

• Case Selection report – via NZ Admin Unit Mailbox
• G/Int/NZ/YYYY/Weekly Exch sent TO NZ/ReqWithdrawAUNZ_date_holding

Create spreadsheet

• Open the (blank) template named: ReqWithdrawAUNZ_date
• Location: G/Int/NZ/YYYY/Weekly Exch sent TO NZ/Gen Wdrl Req and save to the current month folder
• File name: ReqWithdrawAUNZ_YYYYMMDD

Open the Case Selection report

• The file is password protected: #NZGEE
• Copy and paste the data into ReqWithdrawAUNZ_date_holding sheet to be sent to NZIR - SAVE

Modify spreadsheet:

• Check column K of the holding s/sheet to identify cases where the final payment has already been sent to NZIR ie last month or prior.
• Copy all lines with cases identified where payment has been sent to NZIR and paste into the newly saved sheet to be sent to NZIR – SAVE
• Clear the data from the holding sheet by deleting entire rows - only for cases moved to the sheet to be sent to NZIR
• Keep cases on the holding sheet where the payment schedule month in column K is for the current or next month
• Save and close the holding sheet

Save and close the spreadsheet and attach into the prepared weekly exchange email

Finalise Weekly (Out) Exchange

• Attach each weekly exchange spreadsheet requiring a reply from NZIR,
• Paste the Weekly Exchange Summary into the body of the email,
• Send email to NZIR.
• Move the Request for Withdrawal and Request for Amended Certificate report email into the sub-folder Case Selection

Record the number of requests sent as part of the exchange to NZIR into the ‘Sent – Out Exch’ tab located in G/Int/NZ/YYYY/Reporting.

Note: the password to edit the spreadsheet is ‘BBCSA’.

All other tabs and Weekly Exchange data is completed by Service Officer OMD.