Classifying Centrelink digital images 111-10010060

Classification is the process of determining the Customer Reference Number (CRN) and type of document.

National Queue - all scanned documents received by post that need to be manually classified will flow through to the National Queue for classification.

Kofax Validation Queue - documents received via fax, email and documents scanned in Service Centres that are not automatically linked to a customer's record are directed into the Kofax Validation Queue to be manually classified.

Classification Officers need to determine the correct Customer Reference Number (CRN) and form type for a digital image. Creation of a CRN is required if unable to locate the relevant CRN.

They can escalate documents to a Classification Support Officer for help with more detailed or complex digital images.

A document can be escalated to the Classification Support Queue when additional support and expertise is required to finalise the classification process.

To escalate a document in National Queue, enter the relevant form code in the Form Type field (for the appropriate form code, refer to the Centrelink Classification Index), select the 'Escalate to a Classification Support Officer' document decision option followed by the Save icon.

To escalate a document in the Kofax Validation Queue, key the Q004 form code in the Form Type field, leave the CRN field blank and press Enter to close the batch. It is important that Q004 is entered so the document is mapped to the Classification Support Queue to minimise potential delays.

Some documents received are too large and will show an error when attempting to open the PDF. These documents still need to be attached to the relevant customer CRN, but also need to be escalated using the webform. See Requesting a document rescan, retrieval or location.

Any image that cannot be attached to a customer record must be escalated to the Classification Support Queue when:

• there is not enough information in the document to locate a customer record, establish a customer's identity, or create a new record - Orphan documents
• they do not relate to any customer. For example, invoices - Administrative documents
• they are part of a process where the documents cannot be attached to a record. For example, tip offs or inappropriate images - Administrative documents, or
• there is a business reason why the documents cannot be attached to a record, but they still need processing. For example, a single page contains details for multiple customers - Administrative documents

In some cases, an Administration document may also be an Orphan document. For example, an invoice addressed to Services Australia where the owning team or agency cannot be identified.

Note: classification of a document as Orphan or Administrative should only be undertaken by Local Classification Support Officers assigned to action images from the Classification Support Queue.

Tip-offs received by the agency:

• must not be attached to a customer record
• must be escalated to the Classification Support Officer and be sent for administrative processing. See Orphan and Administrative documents above