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 using the Upload documents service
• information sent electronically through a fax
• uploads by staff using the Documents icon in Process Direct or Document Tools in Customer First
• paper documents received and digitised using a Multi-Function Device (MFD)
• documents received by post and transmitted by the scanning provider

Wherever possible, when a document is digitised, it is 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. Staff can view the documents in:

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

A work item is not created for these.

Staff can view documents received by the Document Management System:

• in Process Direct using:
• the Documents icon
• the Open Documents (OD) screen, if attached to an active work item. Note: when the work item is completed it will no longer be available on the OD screen. Staff can view it using 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
• in the Digital Image Work Items assignment block on the Activity List (AL) screen
• from work items allocated through Workload Management

PDF forms and documents that are fillable and uploaded using the Upload documents service, Documents icon in Process Direct or Document Tools in Customer First are stored in an editable state. See Finding digital images on Centrelink customer records.

Staff must not alter original customer documents 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 Schedule and email body activities.

This procedure has details about using of the ECDA screen in Customer First to:

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

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