Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First 111-10010140

Staff can use this function on the Customer First Document Tools screen to attach electronic documents to a Centrelink customer's record.

Documents that staff may upload include:

• external Specialist reports received electronically (that is, through email)
• internal Specialist reports completed electronically
• Assessor case notes recorded electronically
• test resources provided electronically
• supporting documents provided electronically by accountants or financial planners
• Authorised Review Officer (ARO) or Complex Assessment Officer (CAO) decision documents and case notes
• Administrative Appeals Tribunal (AAT) decision statements provided electronically
• MultiCal documents created by debt processing teams
• Aged care manual letters and calculations, and
• any other relevant documents provided electronically (for example, email) by a customer

First save documents to a local secure drive before uploading. Documents can be no larger than 5MB in size or password protected.

The customer must be in context to upload documents.

• Launch Customer First and Search for a customer
• Select Workspace or Quick Links
• Select Document Tools from the New Document Tools - Digitisation assignment block

Select Upload Document button.

The Upload Document Details screen will be displayed.

Complete the fields on the Upload Document Details screen to allow the document to attach to the customer's record.

• Enter Date of Receipt using the Calendar icon on the right. This is the date the document was lodged/received. It cannot be a future date. This field is mandatory
• Enter Form type or select from the List icon on the right for available form codes. This field is mandatory
• Select Yes or No for Hand Off For Further Action:
• Yes if an activity is to be created on the customer's record to advise processing site that action needs to be undertaken on the digital image
• No if all work on the image has been finalised and image just needs to be attached to the customer's record.
• Add Note if explanatory notes are required. These will display when the document is retrieved through Document Tools. These notes will not be viewable in ESS. This field has a limit of 255 characters

• Select Browse…
• Select the folder the document has been saved in
• Double click on the document to select the document
• Click on the Upload button. Valid document file types include:
• .xls - Microsoft Excel spreadsheet
• .xlsx - Microsoft Excel spreadsheet
• .doc - Microsoft Word document
• .docx - Microsoft Word document
• .jpg - Image
• .tiff - Image
• .tif - Image
• .pdf - Adobe Reader document
• .txt - Plain text
• .rtf - Rich text
• .msg - Microsoft Outlook message
• .xps - Microsoft XML document

Documents should be no larger than 5MB in size as the file may be too large to open at a later date. Password protected files should not be upload as the password will stop the file from opening at a later date.

An error message shows at this point if any of the fields entered are incorrect. The error message stops the file from being uploaded.

Once the document has successfully uploaded:

• A message shows a unique document ID assigned to the document
• The document may not appear straight away on the customer's record. System validation processes occur before attachment

Once the document is available on the customer’s record, delete the source document. This meets requirements for storage of customer information outside the Centrelink system.