Classifying Centrelink digital images 111-10010060

To access the National Queue, open a Process Direct session via the Desktop icon.

If the scanned document is relevant to the customer separating from a relationship, there are key tasks the customer should consider to keep their personal information safe. See Separating safely - protecting personal details.

Note: to receive a National Queue work item in Process Direct, Classification Officers must have the appropriate skill tag(s) coded in ESSentials.

Select the inbox tile from the landing page in Process Direct. The Work Item Search screen will display.

Select Ready to allocate the next available work package that the Classification Officer has the capability to complete. The Work Package details screen will display.

View each digital image by selecting the Paperclip icon.

If the image contains reference to self-harm, see Customers talking about suicide or self-harm before continuing.

Review the image to make sure:

• the image does not contain information for mixed/unrelated customers
• the image is not related to a tip-off
• the image is clear, and the content can be read
• information has not been cut off during the scanning process, for example:
• it appears there has been a misfeed as multiple pages overlap, or
• the document has been scanned as simplex, resulting in only every second page being scanned

If the image contains mixed/unrelated customer information, relates to a tip-off, and/or the content is not clear, go to Step 6.

If the image contains content that is inappropriate, offensive or threatening to staff, customer or a site:

• notify a Team Leader/Manager immediately
• follow the appropriate escalation process for sensitive images
• do not attach the image to the customer record
• classify using 'Image processed, no action required'

Classify every document using only one Customer Reference Number (CRN) per document.

If a valid CRN:

• has been provided on the document, use this CRN. Go to Step 3
• has not been provided:
• follow the steps to search for a customer record on the system, and
• if required, create a CRN. Note: this includes converting or escalating child records and deceased customer records to Classification Support
• cannot be confirmed due to the customer being a Restricted Access customer, go to Step 8

Check that:

• the correct CRN is in the CRN: field
• the correct form code is in the Form Type: field
• all documents within the image belong to the one customer, that is, there are no mixed/unrelated customers
• all documents within the image belong to the one business process, e.g. they relate to the one claim or review
• the image is clearly readable, e.g. no apparent folds or creases prevent viewing all the information on it

Are all the above conditions met?

• Yes:
• for Medical Information File (MIFE), go to Step 7
• for all other images, go to Step 9
• No, go to Step 4

• If the form type or CRN is incorrect, go to Step 5
• If any of the following apply, go to Step 6:
• the image is unreadable
• the CRN cannot be found, or the document does not belong to a customer
• documents within the image should have been split, or belong to mixed/unrelated customers
• a system issue is preventing the image from being classified
• the image is not a Centrelink document

The Centrelink Classification Index contains specific classification information for form codes and unstructured documents.

See the Centrelink Classification Index for more information.

• Update the auto-filled details as needed, or insert the correct details into the blank fields:
• If the form type is incorrect or is undefined, use the Form Type: field to search for and select the form type that best matches the digital image
• If the CRN is incorrect, locate the correct customer record or create the CRN. Update the CRN in the CRN: field
• If the image is also unreadable, go to Step 6
• If after the correction, the image type cannot be classified, go to Step 6
• If the image is ready to be classified:
• for all Medical Information File Envelope (MIFE) documents, go to Step 7
• for all other images, go to Step 9

• If the image is unreadable (and there is no 'Received As Is' coversheet), contains documents that should have been split, or are for mixed/unrelated customers:
• finalise the image by selecting the Document Decision option Re-scan followed by the Save icon
• follow the process in Requesting a document rescan, retrieval or location
• If unable to find the CRN, the document does not belong to a customer, or a system issue is preventing classification:
• select the Document Decision option Escalate to Classification Support Officer
• Explain the reason for escalating the image in the Add Note: field
• The image will be sent to the Classification Support Queue for further action
• If the document relates to a tip-off:
• select the Document Decision option Escalate to Classification Support Officer
• classify the document as a UNS004
• explain the reason for escalating the image in the Add Note: field (key 'Tip-off')
• the image will be sent to the Classification Support Queue for further action
• If a large file size stops the document from opening:
• attach it to the relevant CRN, if available
• escalate the error using the Rescan/Retrieval Webform. See Requesting a document rescan, retrieval or location

Procedure ends here.

Complete the Doctor Signed Date field if applicable.

Go to Step 9.

This will prevent access to the document. The system will display a list of authorised Restricted Access users for this record.

Move these images to the Deny Access Queue. Select the Document Decision option to Escalate to Deny Access Queue.

Procedure ends here.

Was the document scanned using the 'Documents returned to customer - not for Services Australia' coversheet?

• Yes:
• Select the Document Decision option Image processed, no action required
• Select the Save icon. A message will appear to say that the work item has been unassigned
• The image will attach to the customer's record, but no work item is created for allocation through Workload Management (WLM)
• No:
• Select the Document Decision option Image checked and ready to be processed
• Select the Save icon. A message will appear to say that the work item has been unassigned
• The image will attach to the customer's record and a work item will be created for allocation through WLM

Do not select the options below at this stage of the classification process. These options can only be used by staff working in the Classification Support Queue:

• Image requires administrative processing
• Image contains insufficient information

To access Kofax, use the appropriate link for the desired queue to work on. Filters can be applied to make sure staff only receive work from the sub-queue they need to work from. See the Resources page for current links to Kofax Validation Queues.

To login to Kofax Validation, the staff member enters their logon ID as the User ID and universal password. Select Log on.

The filtering settings in Kofax Validation can be changed to display either Kofax Store, Kofax Processing or Kofax Participation work.

Kofax will display the Available Batch screen showing batches for validation.

• The batch status will show as 'Ready' or 'Suspended'
• Batches can be selected manually from the displayed list by selecting the batch itself or highlighting the batch and selecting Open
• Alternatively, checking the bottom left box 'Open next batch automatically' will result in all batches being included in the search and opening automatically

Selecting the Open Next Batch automatically field will display the next Available Batch after completing the current batch.

Select the Open button to open the next Available Batch. (If the Open next batch automatically box is checked, the next Available Batch will display for validation.)

Error Loading Batch message means the batch is locked by another user. It was selected at the same time by another person. Press [Cancel] and select a different batch.

After selecting an Available Batch:

• To increase the image press [F11], and to reduce it press [F11] again
• The Batch Content box contains the number of documents within the Batch. The brackets indicate the number of pages within the document
• The Thumbnails box has a picture of each of the pages in the highlights Batch
• The main image field in the centre of the screen has a picture of what has been highlighted in the Thumbnails box. To change the image, select another thumbnail or use the arrow buttons in the Kofax toolbar
• An error in the batch is indicated by ! under Batch Content
• The Current Error box details the reason the batch was sent to Kofax to be fixed
• Check each batch in the Batch Content box, even if no ! displays
• Buttons in the Kofax toolbar allow the movement of batches and thumbnails

• Moving images with the Thumbnail box
• Select and hold the image to move
• Drag the image to the preferred position within the thumbnail
• A green tick will appear when the image can be placed at the requested location
• Moving images to different batches
• Select and hold the image to move
• Drag it to the Batch Content box and place into the batch required
• A green tick indicates the move is appropriate (the image will attach to the end of the batch when moved)
• A red tick indicates more needs to be done before the move can occur
• Moving more than one sequential image
• Select the first image to be moved
• Hold the [Ctrl] key and select multiple images
• Release the [Ctrl] key (all will be highlighted)
• Select and hold then drag to the required position
• Moving all images in a document will result in a More Page message. This confirms the final page in a document is moved. An empty document is deleted after the final page is removed
• Select Yes to delete the empty document

If unable to move images to a new document, a red circle with a red bar across appears. The Classification Result section needs to be completed before the image can be moved.

To create documents in Batch Category:

• Right click (or Shift + F10) on the image in thumbnails
• Right click (or Shift + F10) on split document
• Another document will be created in Batch Content containing all the images from the selected image onward

To change the document type in the Batch Content:

• Select the Classification Results box
• Select the down arrow to show 5 options
• Backpage
• Centrelink form
• Customer separator
• MIFE cover (Medical Information File Envelope)
• Supporting documents
• Selecting either backpage, customer separator or MIFE cover will create a ToBeDeleted document
• The system will delete pages within a ToBeDeleted document. Check the pages in the document to make sure they all need deleting (for example, MIFE coversheet/s and blank pages)
• Supporting documents and Centrelink form options are interchangeable, so there is no need to change from one to the other to set a document as either a Centrelink form or a supporting document
• The Supporting document option is to classify supporting documents. It displays when the system cannot classify a document (due to a black page or a form with no barcode)
• The Centrelink form option displays when the system can correctly identify the document as a Centrelink form
• The document Classification ID drop down box lists Centrelink forms in alpha order. This is not predictive. Drag the bar to the correct the form type and select it, or use the shortcut
• In Firefox, hold down the [Ctrl] key and press the [F] key at the bottom of the screen. A find box will display. Use this to select the Document Classification ID. It will go yellow. Then key the form number. The Document Classification ID will go to the form type
• If it is a MIFE document (for example, UNS008), the MIFE indicator box will change to True when the Document Classification ID field is validated
• If there is no form type, enter the relevant Unstructured (UNS) Code. For a full list of UNS codes, see Scanning Centrelink documents using an MFD
• If the Customer Reference Number (CRN) field has been pre-filled, check the CRN on the image to make sure the CRN is correct
• If no CRN is on the image, conduct a customer record search to obtain a CRN
• If unable to assign a CRN to the document, make sure the Classification ID/form type is entered and leave the CRN field blank. If there is no existing Centrelink form code, enter UNS004. This document will then go to the National Queue for further action

To access Kofax, use the link for the desired queue to work on. Filters can be applied to make sure staff only receive work from the sub-queue they need to work from. See the Resources page for current links to Kofax Validation Queues.

Review the image to make sure:

• the image does not contain information for mixed or unrelated customers
• the image is clear, and the content can be read
• information has not been cut off during the scanning process, for example:
• it appears there has been a misfeed as multiple pages overlap, or
• the document has been scanned as simplex, resulting in only every second page being scanned)

If the image:

• contains reference to self-harm, see Customers talking about suicide or self-harm before continuing
• contains mixed or unrelated customer information, split the pages into different batches before classifying, see Table 1 > Step 6
• contains 100 pages or more or is greater than 5MB, split the pages into different batches before classifying, see Table 1 > Step 6
• cannot be split as the information is on the same page or is not clear, go to Step 6

Does the image contain content that is inappropriate, offensive, or threatening to staff, customer, or a site?

• Yes:
• notify a Team Leader/Manager immediately
• escalate the document to Classification Support for removal. Do not attach the image to the customer record
• No, go to Step 3

Classify every document using only one Customer Reference Number (CRN) per document.

If a valid CRN:

• has been provided on the document, use this CRN. No further check of the CRN is needed
• has not been provided, locate the correct customer record or add the customer to the system
• cannot be confirmed due to the customer being a Restricted Access customer, go to Step 8

Check that:

• the correct CRN is in the CRN: field
• the correct form code is in the Form Type: field
• all documents within the image belong to the one customer, that is, there are no mixed/unrelated customers
• all documents within the image belong to the one business process, e.g. they relate to the one claim or review
• the image is clearly readable, e.g. no apparent folds or creases prevent viewing all the information on it

Are all the above conditions met?

• Yes, go to Step 8
• No, go to Step 4

• If the form type or CRN is incorrect, go to Step 5
• If any of the following apply, go to Step 6:
• the image is unreadable
• the CRN cannot be found, or the document does not belong to a customer
• the image belongs to mixed or unrelated customers and cannot be split
• a system issue is preventing the image from being classified
• the image is not a Centrelink document

The Centrelink Classification Index contains specific classification information for form codes and unstructured documents.

See the Centrelink Classification Index for more information.

• Update the auto-filled details as needed, or insert the correct details into the blank fields:
• If the form type is incorrect or is undefined, use the Form Type: field to search for and select the form type that best matches the digital image
• If the CRN is incorrect, locate the correct customer record or add the customer to the system. Update the CRN in the CRN: field
• If the image is also unreadable, go to Step 6
• If after the correction, the image type cannot be classified, go to Step 6
• If the image is ready to be classified, go to Step 8

• If the image is unreadable (and there is no 'Received As Is' coversheet), contains documents that cannot be split, or are for mixed/unrelated customers:
• escalate the image to the Classification Support Queue:
  Key the Q004 form code in the Form Type: field
  Leave the CRN: field blank
  Press [Enter]
• follow the process in Requesting a document rescan, retrieval or location
• If unable to find the CRN, the document does not belong to a customer, is not a Centrelink document or a system issue is preventing classification:
• escalate the image to the Classification Support Queue:
  Key the Q004 form code in the Form Type: field
  Leave the CRN: field blank
  Press [Enter]

Procedure ends here.

This will prevent access to the document. The system will display a list of authorised Restricted Access users for this record.

Escalate these images to the Classification Support Queue:

• key the Q004 form code in the Form Type: field
• leave the CRN: field blank
• press [Enter]

Procedure ends here.

• To validate the details, press [Enter]. The yellow highlighted box will then move to the next box that needs validation
• If all documents within the batch are validated, Batch Validation Complete pop-up message asks what would you like to do?
• Select Close Batch
• Press [Enter], or
• Select the Close Batch icon on the Kofax toolbar
• Log off or select another batch to continue