Viewing Centrelink customers' digital images 111-10020040

Digital images are electronic versions of forms or other documents received by Services Australia. This includes:

• documents/images uploaded by customers online via the Upload documents service
• information sent electronically through a desktop fax
• uploads by staff using the Document Upload function on the Document Tools screen in Customer First
• paper documents received and digitised using a Multi-Function Device (MFD)

Wherever possible, once a document has been digitised, it will be linked to the relevant work item on a customer's record.

Sometimes the image may not link to an existing activity. The system will:

• create a Document Management System work item
• index a new activity, or
• create an Image Notification Activity (an SCN activity) for action in Process Direct or Customer First

Documents received by post may not be intended for Services Australia (for example, a birth registration form). The scanning provider scans these with a 'Documents returned to customer - not for SA' coversheet. The documents can be viewed in:

• Process Direct – Documents icon
• Customer First – Document Tools screen

A work item is not created for these.

All documents received by the Document Management System can be viewed:

• in Process Direct using:
• the Documents icon
• the Open Documents screen, if attached to an active work item. Note: once the work item is completed it will no longer be available via Open Documents but will be visible through the Documents icon
• in Customer First using Document Tools
• on the Customer Details screen under the Activities tab in the lower section of the Customer tab
• from work items allocated through Workload Management
• in the Digital Image Work Items assignment block on the Activity List (AL) screen in Customer First

If a customer uploads a password protected document online, it will show on the customer record but cannot be opened. The customer will need to upload the document again, without the password protection.

PDF forms and documents that are fillable and uploaded via the Upload documents service or Document Tools are stored in an editable state.

When a staff member retrieves this document via the Documents icon in Process Direct or Document Tools in Customer First, it is downloaded to their PC to view. The downloaded version of the PDF continues to be editable but any changes made and saved locally will not change the version uploaded in Document Tools.

Original customer documents cannot be altered under any circumstances. If a customer needs to change the document in any way, the customer must complete and upload the document again.

Staff should not upload any customer documents from their PC that have been edited.

Processing teams use SCN activities. These activities must not be cancelled until the work has been completed or the image linked to another activity. Cancelling an SCN activity will mean that the related work is not allocated for completion.

Form codes that have moved across to the Document Management System will not create SCN activities.

This procedure provides information on the use of the ECDA screen to:

• retrieve and view images from Image Notification Activities and legacy Income Security Integrated System (ISIS) activities
• link, move or replicate images from Image Notification Activities to other ISIS IAM activities

The Document Tools facility in Customer First also provides another means to locate, move, update or copy digital images.

Digital images of documents lodged before September 2011 are stored in the National Index (NIM) database. View them manually via Customer Record.

Documents digitised after September 2011 can be viewed via the Documents icon in Process Direct or Document Tools screen in Customer First.