Scanning Centrelink documents using an MFD 111-10010030
Expand allBefore you scan, use Operational Blueprint to assess the enquiry and process as required.
Centrelink Classification Index
Centrelink Classification Index contains:
- unstructured (UNS) codes and details to classify non-barcoded documents
- classification information for form codes and unstructured documents
- information and action needed for Classification Support Officers who do manual classification of Centrelink customer documents escalated to Classification Support
Intranet links
Scanning and Digitisation Programme
Workload Management - see Related Links > Scanning Dates for manual classification timeframes
Patch T separator page
Separator (Patch T) and Reclassification PDFs
Reclassification pages are used to classify non-barcoded documents and allow the documents to be attached to the customer record without waiting for manual classification.
Patch T separator pages are used to create a separate digital image on the customer record. A common use is when a customer supplies documents for 2 different claims or pieces of work that will be processed separately. Place a Patch T separator in-between. Patch T separator pages must always be printed single sided and not photocopied.
Reclassification and separator pages
Reclassification pages are used to classify non-barcoded documents and allow the documents to be attached to the customer record without waiting for manual classification.
Reclassification pages must be printed double sided. They should be replaced regularly and not photocopied.
Table 1
|
Category |
Page links |
|
AAT |
AAT – Administrative Appeals Tribunal
|
|
AOS |
Assurance of Support
|
|
ARO |
Authorised Review Officer (ARO)
|
|
Child |
Child Care Subsidy and Child supporting documents
|
|
Compliance |
SDS Compliance RTS scans
|
|
Feedback |
Customer Feedback UNSFBK - Customer Feedback |
|
Incident |
Customer Incident UNSINC Reclassification page for Customer Incident |
|
Debt |
Debt DBTCAL Debt Calculations Reclassification Page UNS015 - DMB Toowong used by Toowong team only
|
|
DSP |
Disability Support Pension (DSP) evidence UNS013 - DSP Evidence |
|
Disaster |
Disaster and emergency supporting documents UNS014 - Emergency Supporting Documents UNS017 - DRA/ISA supporting documents for new claims |
|
Employer |
Employer Supporting documents UNS003 Reclassification page for Employer supporting documents |
|
Immunisation |
Immunisation documents
|
|
Identity |
Identity documents UNS009 Reclassification page for Identity documents |
|
International |
International / overseas documents
|
|
Kofax |
Kofax reclassification SA441 Kofax reclassification page
|
|
Legal |
Legal / Court documents
|
|
Letters |
Letter reclassification pages – RFI / RTS / Unstructured
|
|
MSP |
Managed Service Plan UNSMSP Reclassification page for Customer Managed Service Plan |
|
Medical |
Medical evidence
|
|
Nominee |
Nominee reclassification UNSNOMC Reclassification page for Nominee Cancellation |
|
Payslips |
Payslips PAYSLP Reclassification page for Payslips |
|
Pension Loans Scheme |
Pension Loans Scheme documents
|
|
Reviews |
Reviews – TKFMAN & RSSREV
|
|
SSAT |
Social Security Appeals Tribunal SSTDEC - Decision papers from the Social Security Appeals Tribunal
|
|
Superannuation |
UNSERSB - Unstructured Early Release of Superannuation Documents |
|
Supporting documents |
Supporting documents – general reclassification pages
|
|
Students |
Students enrolment check letters and supporting documents
|
|
Tax Returns |
TAXRET - Reclassification page for Tax Returns
|
|
Youpla Policy and Payment |
|
Received ‘as is’ coversheet
Received 'as is' coversheet
The Received 'as is' coversheet can be used if staff preparing documents for scanning believe:
- something could be missing
- the information relates to multiple people, or
- the originals are of poor quality
This will ensure no rescans are required.
Place the coversheet behind any barcoded pages before scanning.
User guides
Scanning Order
This task card helps with understanding the correct ordering of documents and separators for some common scenarios.
Multi-Function Device (MFD) User Guide
A visual overview of the steps for scanning documents using an MFD.
Hints and tips to improve image quality and avoid rescans
Table 2: Streamlining the service to customers and minimising the need for rescans.
|
Action |
Hints and Tips |
|
Remove staples |
All staples need to be removed before placing the page into the scanner. If the page tears, photocopy the page and scan the photocopy. |
|
Remove sticky tape |
Remove all sticky tape and scan as normal. If there is a tear in the page, repair the page, photocopy it, and then scan the photocopy. |
|
Ensure CRN is visible and correct |
Make sure there are no date stamps or any writing over or near the CRN. Ensure the CRN on the paperwork is correct. The customer may have written it incorrectly. |
|
Use black or blue ink |
Documents must be completed in black or blue pen to produce a scanned document of good quality. |
|
Ensure the correct settings are used for photographic documents |
Photocopy any photographic documents before scanning. Use the appropriate image setting in the MFD. The black and white or colour copy options can be selected to ensure all relevant information can be read on the scanned image. Adjust the brightness/darkness to suit. Placing a blank A4 piece of paper over the ID may also produce a clearer image. Note: if the quality of an image cannot be improved, include a Received 'as is' coversheet with the scan. |
|
Ensure high quality images |
Photocopy documents of poor quality or high contrast. Adjust the contrast settings to make the document lighter or darker as required. For example, drivers licences. If content is still not clear when copied, consider writing key information or details to help with processing and to prevent unnecessary rescan requests. If the writing on the page is in a light coloured or a gel pen, photocopy the page and darken the writing on the page before scanning. This is to ensure the writing can be read on the image. If unable to improve the quality of an image, include a Received 'as is' coversheet with the scan. |
|
Ensure pages are A4 |
If the page is smaller than A4, the document may need to be photocopied first, then the photocopy scanned. For example, ATM slip size. Some forms may need guillotining to allow A4 scanning. |
|
Ensure pages are flat |
Make sure the page has been flattened out. Bent or crumpled pages can cause a paper jam in MFDs. |
|
Damaged documents |
A torn page, holes in the page or other damage to a document may cause problems with scanning. If damage to a document causes any issues with scanning, staff may need to photocopy the document and scan the photocopy. If damage to a document affects the image quality, include a Received 'as is' coversheet with the scan. |
|
Ensure paper width is consistent |
The quality and thickness of the page can also cause problems, including paper jams. If this occurs, photocopy the document first then scan the photocopy. |
|
Scan pages in page order |
If possible, scan documents in a page number or logical order. For example, place payslips in date order. See the Scanning Order user guide for correct ordering of documents and separators for some common scenarios. |
|
Ensure CRNs are not mixed |
Ensure documents for multiple customers are not scanned together as one package. For example, if a customer and partner submit their paperwork for separate claims at the same time, these must be scanned separately. |
|
Maintain scanners |
Regular cleaning of the scanner glass will help preserve the clarity of the image. Ensure rollers on the scanner are cleaned regularly. This helps to prevent paper jams. |
|
Ensure Reclassification Pages used are of a high quality |
This applies when scanning unstructured documents that require a reclassification page to ensure correct classification when scanning on a MFD. If the reclassification page is not clear or of a high quality, the digital image will be delayed in being attached to the customers record. |
|
Ensure CRNs are not for a child or deleted record |
When scanning documents on an MFD, ensure a child or deleted record CRN is not being used. This will delay documents being correctly attached to a customer’s record. Ensure the CRN being used is valid before scanning. |