Viewing Centrelink customers' digital images 111-10020040

If the scanned document relates to the customer separating from a relationship, there are key tasks the customer should consider to keep their personal information safe.

The sequence these tasks are completed in is important. Do not make any updates to the customer's record that will place the privacy of their personal information at risk. See Separating Safely - Protecting personal details.

Select the Documents icon. The following tables can display:

• Documents, scanned and uploaded documents on the customer’s record
• Other Documents, HTML documents relevant to the Transaction ID
  Note: the Other Documents table is not visible outside a transaction

Select Expand/Collapse to adjust the view on the Documents and Other Documents tables.

In the Documents table:

• select View to open a digital image (scanned document). View changes to Read after opening the digital image
• accept the Acknowledge declaration for any document with a MIFE indicator to view the document
• digital images can also be viewed from the Claim Overview full screen view
• after opening a digital image (in a transaction), a 'dog ear' on the scan icon indicates it has been viewed
• if needing documents for a specific period use the Date From and/or Date To fields
• see the Document ID if needed for:
• Removing a digital image from customer records
• Requesting a document rescan, retrieval or location
• if the Work Item ID column shows:
• a hyperlink ID number, action is required. Go to Step 3
• no ID, no further action is required. Procedure ends here
• an ID number with no hyperlink, the work item is complete. Procedure ends here

See also Process Direct navigation, common screens and functions.

When assigned a digital image work item in Process Direct via the Inbox, to find the Work Item ID:

• select the Documents icon to see the Documents table. Select the Work Item ID hyperlink to open the Open Documents (OD) screen, or
• go to the Open Documents (OD) screen

On the OD screen, digital images of the same form type will be merged. Staff can view these individually or at the work item level. The merged digital image will show first in the table, with individual digital images displayed below by date. It will show the Receipt Date of the oldest image:

• select Expand in the Action column to see documents to take into consideration when processing the work item
• select View to display single digital image or merged digital images
• accept the Acknowledge declaration for any document with a MIFE indicator to view the document
• select Notes to display annotations

Has the digital image work item been actioned?

• Yes, go to Step 7
• No, go to Step 5

Has all work associated with the digital image work item been actioned?

• Yes, go to Step 7
• No, action appropriate work then go to Step 6

To reclassify the digital image work item:

• select the digital image in the action field. Note: only select one image
• select Create Work Item to complete the following:
• New Description: key appropriate form code to reclassify remaining work
• Notes: describe the action taken and any action still required. This information will inform the next Service Officer what work has already been completed and work is yet to be actioned
• select Save
• complete the original digital image work item, go to Step 7

To complete the digital image work item:

• select the Documents icon
• select the Work Item ID hyperlink from the Work Item ID column to open the OD screen

On the OD screen:

• select the digital image or images in the Action field. Selecting the image changes Select to Selected
• select Close Documents
• a warning message will display. Select:
• Yes for the digital image work item to be completed. This will no longer appear on the OD screen
• No for the work item to remain open for processing

If the scanned document relates to the customer separating from a relationship, there are key tasks the customer should consider to keep their personal information safe.

The sequence these tasks are completed in is important. Do not make any updates to the customer's record that will place the privacy of their personal information at risk. See Separating Safely - Protecting personal details.

For:

• work items allocated through Workload Management, go to Step 3
• images attached to an activity on the Activity List (AL) screen, see Table 2 > Step 1
• all other images attached to the customer record, see Finding digital images on Centrelink customer records

On the:

• Customer Details page, select CRN/BP hyperlink > Activities tab, or
• Activity List (AL) screen > Digital Image Work Items assignment block > select Transaction ID hyperlink

Digital images lodged by customers through the Upload documents service will add an additional DLSR activity.

Staff do not need to action DLSR activities.

Document Mgmt System is an activity allocated to staff and sits on the AL screen in Customer First. These activities must be actioned by suitably skilled staff.

The Document Management screen Activity Details tab will display.

The Activity Details tab presents and contains the customer's name, keywords for the image, the work item status and the date of receipt.

The date of receipt (DOR) may be different from the date on the ECDA screen, the DOR is the correct date to be used for processing.

Digital images may also be viewed via Document Tools in Customer First.

If the document activity was able to be completed, the 'Document Mgmt System' must be set to 'complete', go to Step 4.

Once the document has been viewed and appropriately actioned, the Digital Image Work Item can be closed from either the Document Management or AL screens. Note: SS284/SS294 forms must not be closed off unless the applicable assessment has been completed.

Closing a Digital Image Work Item using the Document Management screen:

• select the Edit button at the top of the screen, this will present a dropdown menu for a change to the Status
• select 'Completed'
• after updating the status, select Save and Back
• the Customer Summary screen will display. Before exiting the record, check the Activities tab to ensure all Document Management System Work Items

Do not place digital images work items on Hold as there is no option to record a hold end date. Placing digital image work items on hold will result in these work items not being allocated to staff and will cause delays for customers. If further action is required, a separate activity should be created manually and the work item placed on hold with relevant hold end date and digital image work item closed. Please refer to the relevant Operational Blueprint for programme specific information relating to updates.

Closing a Digital Image Work Item using the AL screen:

• select the relevant row in the Digital Image Work Items table
• the selected row will be highlighted
• select the Complete button to the bottom right side of the assignment block
• the status of the Digital Image Work Item will update to Completed
• before exiting the record, check the Digital Image Work Item section on the AL screen to ensure that all work items have been completed

To select multiple rows, select the grey side tiles on the left of each row, then select Complete. To highlight all rows, select the multi select icon side tile (on the left of the Form Code heading), then select Complete.

Check the Inbox/Work Optimiser Worklist regularly to ensure all allocated work items have been correctly completed/finalised.

Workload Management identifies if there are multiple digital images of the same Work Item Type on a record. It retains the oldest Work Item only. Check and action all digital images lodged after the date of the Work Item allocated.

If multiple digital images need to be completed, go to Step 5

Go to the Search: Activities screen via Workspace. The Search Criteria will display:

• in Search Workspace key 'Search' and select the Search button
• in the Appointments section, select Search. The Search Criteria screen will display
• in the search criteria, key the Customer Reference Number (CRN) into the CRN field > Search. Note: if the CRN field does not display in the search criteria, the incorrect search option may have been selected from Workspace. Return to Workspace and select the Search option from the Appointments section
• the Result List table will display the Document Management System (DMS) activities relating to that customer. Open activities will display with the status of Document Attached
• highlight the relevant lines by clicking on the multi-select column boxes on the far left hand side of the Result List
• once the relevant activities have been highlighted, select the Change Status button located at the top of the Result List table. Select Completed
• the Status of each of the activities will update to Completed

The ECDA screen helps Service Officers view or manipulate a digital image. The screen:

• shows digital image(s) attached to an activity and allows staff to view the digital images linked to activities awaiting finalisation
• enables staff to replicate, move or unlink the associated image on the same customer record

To go to the ECDA screen:

• key 'ECDA' in the Nxt field and press [Enter] while in the customer's record, or
• go to the Activity List (AL) screen, and:
• select any paperclip icon which displays under the Attachment column, or
• select the activity and select (E) View linked scanned documents from the Selection Options. Select Continue

Action outstanding activities from the AL screen using the appropriate workflow tool.

Once the ECDA screen displays, the Service Officer can view digital images that have been attached to activities awaiting finalisation.

For help with these issues, see

• Digital image not located on Centrelink customer record
• Digital image attached to incorrect Centrelink customer record

If the image is not readable or usable:

• for a desktop fax, see Actioning inbound desktop faxes
• for a scanned document, see Requesting a document rescan/retrieval or location

Fields unable to be edited on the ECDA screen:

• Current Activity field will display the activity code, assistance code, unique Activity ID and status of the activity that has been selected
• Receipt Date field will display the Date of Receipt when the digital image was received
• Form Code field will list the form type of the digital image
• Description field describes the form type of the digital image
• Document Id field will display the unique document Id stored for each image
• Package Id field will display the unique package Id stored (group of documents relating to a single entity)
• Date/Time Received field will display the Date and Time of when the digital image was received in the Centrelink system

A Service Officer can view, replicate, move or unlink images associated with activities for the same customer record via a number of editable fields on the ECDA screen.

Editable fields on the ECDA screen:

• Selection field is used to enter the action the user wishes to make. Default values for this field are as follows:
• Replicate To Available Activity
• Move To Available Activity
• Unlink From This Activity
• Available Activity field is used to enter the Activity Id of the new activity the image is to be Replicated or Moved to. The field will be protected if the action Move To Available Activity is not entered. Select Continue.

Replicate images and attach multiple activities on the same customer record:

Image replication is used to link images to more than one activity. This is required when a digital image is not specific to a single activity. (For example, a cancelled NCL claim which required re-indexing.) If the cancelled claim contained linked images, these images will need to be linked on the ECDA screen to the newly indexed claim.

• select Replicate To Another Activity from the drop down box
• take note of the Activity ID to be replicated to. 'Available Activity' will become unprotected and mandatory to complete
• select the valid Activity ID and select 'Continue'

To unlink an associated image from the activity on the same customer's record:

Select Unlink From This Activity from the drop down box and confirm by selecting 'Continue'

The image will then remain stored and attached to the customer record, and remain listed on the ECD screen. The only difference is that the image will no longer be associated to a specific activity.

To move an associated image to another activity on the same customer's record:

• select Move To Available Activity from the drop down box
• Available Act will now be unprotected and must be completed. Key a valid activity ID and select Continue

The SCN activity must be cancelled when the work has either:

• been completed, or
• had the image linked to another activity

This ensures the related work is not reallocated for completion.