About Specialist manuals and system tools 111-01000000
Expand allThis document outlines information supporting the use of an extensive range of system tools and other resources available online. These tools and resources improve decision making and service delivery to customers.
Other support material
There are various guides and handbooks, as well as specialist manuals that provide background and other general information, as well as specific instructions on how to proceed in particular circumstances. Where unusual situations may occur, these will often be described in scenario form, or warnings given to exercise caution.
Other tools are of a more technical nature and are designed to aid the step by step performance of certain tasks. These include the use of scripts, screens to access and protocols that may apply. The aim is to maximise the use of technology in order to increase overall efficiency.
Contents
Australian Taxation Office (ATO) and the Services Australia Information Hub
Call and screen recording – information and access
Data Integrity Enquiry (DIE) System
Data Integrity Management Information Reporting System (DIMIRS)
Digitisation and allocation of Medicare information
Front of House (FOH) services and app
Online Document Recording (ODR)
Quality checking in Process Direct and Customer First
Quality standards in service delivery
Advice of a scam or theft or loss of personal information