Customer Overview 111-20091834

Table 1

Table 2

Table 3. The Profile Header gives Service Officers indicators relating to the customer. These indicators help them tailor the discussions they have with customers.

The Profile header shows if the customer:

• lives in a remote area
• has a preferred language (other than English)
• currently has a nominee
• is registered for self service (and which service)
• has any issues blocking their ability to self service

  Item	Icon	Description
  Remote	Remote	Remote icon only displays if a remote indicator is present on the customers record. Hover text shows ‘town and state’.
  Language	Language	Language icon only displays if a preferred Language is present on the customers record. Hover text shows ‘preferred language’ (if not English).
  Nominee	Nominee	Nominee icon displays if the customer is or has a nominee. Hover text shows nominee type: ‘Payment’, ‘Correspondence’ or ‘Payment and Correspondence’.
  Voiceprint	Voiceprint	Voiceprint icon displays when the customer has an active Voiceprint. Hover text shows ‘Active’ or ‘Locked’ and last login date.
  Online	Online	Online icon displays when a customer is registered for a Centrelink Online Account. Hover text shows ‘Active’ and last log on date or ‘Locked’ and the reason for the ‘Locked’ status.
  App	App	App icon displays when a customer is registered for the Express Plus Centrelink App. Hover text shows ‘Active’ and last log on date or ‘Locked’ and the reason for the ‘Locked’ status.
  Locked status		Amber icon replaces Voiceprint, Online or App icons when account is locked.

Table 4. Banners alert Service Officers to important information about the customer, for example:

• the customer has a special circumstance such as a Display on Access (DOA) DOC that must be viewed before interacting with the customer
• any agency priority, such as COVID 19 Stimulus payments

  Item	Icon	Description
  DOA Banner		Warning displays in the Banner display format if one or more DOA DOCs are on file. DOA banners do not provide specific details about the DOA.
  Restricted Access Banner		No information displays on Customer Overview, including staff with Restricted Access to the record.
  Managed Service Plan (MSP) Banner		MSP Banner displays when an active MSP is in place. MSP banners do not replicate information displayed in Customer First.
  Special Banner		Special banners are used to alert Service Officers or provide direct access to resources. Special banners are only displayed when required. Time frames will vary.

Table 5. Alerts show the Service Officer what is affecting the customer to enable a better interaction with them.

Alerts assist by showing:

• if the customer has any issues present on their issues screen
• if the customer's payment is currently suspended or recently cancelled
• the date of an upcoming or missed appointment
• the status of a customer claim and when it was submitted
• if the customer is due to report or has missed their reporting day
• if the customer has a debt and if any debt arrangements are due to expire

  Item	Icon	Description
  Reporting due today	Reporting due today	Displays on the day reporting is due only.
  Reporting overdue	Reporting overdue - 11 Feb	Displays until overdue report is submitted.
  Missed Appointments	Missed provider appointment 24 Feb	Displays for 14 days after the event or until re-engaged appointment is booked. Alert shows the date and type of appointment, for example, ServAU or Provider.
  Upcoming Appointment	Upcoming Serv AU appointment 24 Feb 10:30am	Displays for 7 days prior to the event. Alert shows the date, time and type of appointment, for example ServAU or Provider.
  Active Debt	Active debt	If there is an active debt, one of three debt alerts show. Only one debt alert displays, even for multiple debts. Active Debt - alert shows if there is an active debt/s and the other two debt alerts are not appropriate.
  Active Debt - repayment arrangement ending	Active debt - repayment arrangement ending soon	Alert shows if a debt arrangement plan is due to end within 14 days.
  Active Debt - repayment arrangement ended	Active debt - repayment arrangement ended	Alert shows if debt repayment plan has ended and not rearranged in the last 28 days.
  Claim Submitted	New PPS claim submitted 02 Feb - on hold	Claim alerts display from when a claim is submitted until it is finalised. Claims older than 12 months will show with the year on the alert. Combined claims (for example. CP - Carers payment and CDA - Carers Allowance) show in a single alert with: a single claim ID display, and a comma separating the types of claim If one claim is finalised before the other, only the current outstanding claim displays.
  Rejected Claim	New PPS claim submitted 02 Feb - Rejected	Alert displays for 28 days after the event.
  Suspended Benefit	YAL Suspended - YBS 02 Feb	Suspended benefit status displays for 28 days. Alert shows the payment type, reason and date of suspension.
  Cancelled Benefit	YAL Cancelled - ATR 12 Feb	Cancelled benefit status displays for 28 days. Alert shows the payment type, reason and date of cancellation.
  Issues	Issues on file	Only displays when Issues are present on file. If no issues are present on the Issues page, this alert will not show.

Table 6. Smart IVR cards show Service officers what happened before the customer reached them, that is:

• personalised messages given to the customer, or
• tasks they were asked to action

This saves the Service Officer:

• repeating messages to the customer, or
• asking them about activities they have already done, for example:
• Update Phone number
• Confirm Family Assistance Income estimate

This also help the Service Officer decide if any more checks are needed.

Table 7. Most information on Customer Overview displays as cards. Cards show the interactions between a customer and the agency in date order for the last 28 days. (With the exception of SMS and push notifications which display for only 7 days.) Cards aggregate for the same activity type done on the same day.

Cards highlight the customer journey to date by showing:

• letters and other correspondence the customer has received from the agency. Letters can be viewed as the customer sees them (PDFs)
• the interactions the customer has had in the Smart IVR before reaching a Service Officer. This saves the Service Officer from repeating messages or completing activities the customer has already done or attempted to self-serve
• the previous interactions the customer has had with the agency, such as:
• Service Centre visit
• online and app activities
• phone calls and push notifications

  Item	Icon	Description
  Correspondence Cards
  Online letter (28 day display)		Letter cards display the issue date shown on the letter. Letter titles can be clicked to produce a PDF version of the letter and titles have been modified to display a meaningful title.
  Paper letter (28 day display)		Letter cards display the issue date shown on the letter. Letter titles can be clicked to produce a PDF version of the letter and titles have been modified to display a meaningful title.
  Email (28 day display)		Email titles can be clicked to produce a PDF version the customer has received.
  SMS (7 day display)		SMS titles can be clicked to view a PDF version the customer received.
  Push Notifications (7 day display)		Displays as the title on the card the activity the customer has been reminded to complete.
  Telephony Cards
  Inbound call (28 day display)		Only previous calls are shown, not the current active call.
  Scheduled call-backs and place in queue (28 day display)		Place in Queue (PIQ) calls and Scheduled callback calls (SCIQ) display on the current call to provide Service Officers the reason for the call.
  Self Service Applications and Microservices (28 day display)		Self Service Application and Microservices cards show when the customer has entered the App or Microservice within the IVR. Green - means the transaction was successful Grey - means the outcome is unknown Red -means an unsuccessful transaction
  Abandoned and congestion (28 day display)		Abandoned calls show when the customer ends the call while in the Queue. Congestion cards show if the customer is played a message in the IVR to 'call back another time as all our Service Officers are busy'. This happens if: the customer is not eligible to be routed to Self Service options based on the reason for their call and/or authentication level, and calls are not being routed to Service Officers
  Online and Mobile Applications
  Online (28 day display)		Details of the activity undertaken are shown in the card title for single transaction and ‘multiple activities’ if more than one activity on the same day. Red - means activities did not complete Grey - means mixed outcomes from activities Green - means completed activities Card expands to show time and title of activities with an indicator of the outcome.
  Mobile Application (28 day display)		Details of the activity undertaken are displayed in the card title for single transaction and ‘multiple activities’ if more than one activity on the same day: Red -means activities did not complete Grey - means mixed outcomes from activities Green - means completed activities Card expands to show time and title of activities with an indicator of the outcome.
  Service Centre visit
  Service Centre visit (28 day display)		Title shows location of visit. Clicking on the title gives an expanded view with further details: timestamp in local time the queue name, and the contact type of an adhoc Service Centre visit

Table 8. Knowledge links provide Service Officers with a direct link to the most relevant Operational Message or Operational Blueprint.

Knowledge Links assist Service Officers to quickly get the help they need to complete a customer enquiry

Table 1

Table 2

Table 3. the Profile Header shows any indicators relating to the customer. These help Service Officers tailor the conversations they have with customers.

The Profile Header shows:

• if the customer is located in a remote area, has a preferred language (other than English) or if they currently have a nominee
• what self service the customer is registered for and if there are any issues blocking their ability to self service

  Item	Icon	Description
  Remote	Remote	Remote icon only displays if a remote indicator is present on the customers record. Hover text shows ‘town and state’.
  Language	Language	Language icon only displays if a preferred Language is present on the customers record. Hover text shows ‘preferred language’ (if not English).
  Nominee	Nominee	Nominee icon displays if the customer is, or has, a nominee. Hover text shows nominee type: ‘Payment’, ‘Correspondence’ or ‘Payment and Correspondence’.
  Voiceprint	Voiceprint	Voiceprint icon displays when the customer has an active Voiceprint. Hover text shows ‘Active’ or ‘Locked’ and last login date.
  Online	Online	Online icon displays when a customer is registered for a Centrelink Online Account. Hover text shows ‘Active’ and last log on date or ‘Locked’ and the reason for the ‘Locked’ status.
  App	App	App icon displays when a customer is registered for the Express Plus Centrelink App. Hover text shows ‘Active’ and last log on date or ‘Locked’ and the reason for the ‘Locked’ status.

Table 4. Banners alert Service Officers to important details about the customer, for example:

• any special circumstances such as a Display on Access (DOA) DOC that must be viewed before interacting with the customer
• any agency priority, such as COVID 19 Stimulus payments

  Item	Icon	Description
  DOA Banner		A warning shows in the Banner display format if one (or more) DOA DOCs are on file. DOA banners do not show the DOA specifics.
  Special Banner		Special banners are: used to alert Service Officers of, or provide direct access to resources. only displayed when required. Time frames will vary

Table 5. Alerts show what is affecting the customer so that Service Officers can have a better interaction with them.

Alerts show:

• if the customer has any issues present on their Issues screen
• if the customer's payment is currently suspended
• the date of an upcoming or missed appointment
• the status of a customer claim and when it was submitted
• if the customer is due to report or has missed their reporting day
• If the customer has a debt and if any debt arrangements are due to expire

  Item	Icon	Description
  Reporting due today	Reporting due today	Displays on the day reporting is due only.
  Reporting overdue	Reporting overdue - 11 Feb	Displays until overdue report is submitted.
  Missed Appointments	Missed provider appointment 24 Feb	Displays: for 14 days after the event or until re-engagement appointment is booked the date and type of appointment, for example, ServAU or Provider
  Upcoming Appointment	Upcoming Serv AU appointment 24 Feb 10:30am	Displays: for 7 days prior to the event the date, time and type of appointment, for example, ServAU or Provider
  Active Debt	Active debt	If there is an active debt, one of three debt alerts show. Only one debt alert displays, even for multiple debts. Active Debt - alert shows if there is an active debt/s and the other two debt alerts are not appropriate.
  Active Debt - repayment arrangement ending	Active debt - repayment arrangement ending soon	Alert shows if a debt arrangement plan is due to end within 14 days.
  Active Debt - repayment arrangement ended	Active debt - repayment arrangement ended	Alert shows if debt repayment plan has ended in the last 28 days and not been renewed.
  Claim Submitted	New PPS claim submitted 02 Feb - on hold	Claim alerts show from when a claim is submitted until it is finalised. Claims older than 12 months show the year on the alert. Combined claims, (for example, CP - Carers payment and CDA - Carers Allowance) with a single claim ID, show in the same alert with a comma separating the types of claim. If one claim is finalised prior to the other, only the current outstanding claim shows.
  Rejected Claim	New PPS claim submitted 02 Feb - Rejected	Alert displays for 28 days after the event.
  Suspended Benefit	YAL Suspended - YBS 02 Feb	Suspended benefit status displays for 28 days. Alert shows the payment type, reason and date of suspension.
  Cancelled Benefit	YAL Cancelled - ATR 12 Feb	Cancelled benefit status displays for 28 days. Alert shows the payment type, reason and date of cancellation.
  Issues	Issues on file	Only displays when Issues are present on file.

Table 6. Most information on Customer Overview displays as cards. Cards show the interactions between a customer and the agency in date order for the last 28 days. (With the exception of SMS and push notifications which show for only 7 days.) Cards aggregate for the same activity type on the same day.

Cards help Service Officers by:

• showing letters and other correspondence the customer has received from the agency and a view of the letter as the customer sees it (PDF)
• highlighting the journey the customer has already been on with the agency, such as Service Centre visit, online and app activities, phone calls and push notifications

  Item	Icon	Description
  Correspondence Cards
  Online letter (28 day display)		Letter cards display the issue date shown on the letter. Letter titles can be clicked to produce a PDF version of the letter and titles have been modified to display a meaningful title.
  Paper letter (28 day display)		Letter cards display the issue date shown on the letter. Letter titles can be clicked to produce a PDF version of the letter and titles have been modified to display a meaningful title.
  Email (28 day display)		Email titles can be clicked to produce a PDF version the customer has received.
  SMS (7 day display)		SMS titles can be clicked to view a PDF version of what the customer received.
  Push Notifications (7 day display)		Displays the activity title on the card that the customer was reminded to complete.
  Telephony Cards
  Inbound call (28 day display)		Only previous calls are shown, not the current active call.
  Scheduled call-backs and place in queue (28 day display)		Place in Queue (PIQ) calls and Scheduled callback calls (SCIQ) display on the current call to show Service Officers the reason for call.
  Self Service Applications and Microservices (28 day display)		Self Service Application and Microservices cards display when the customer has entered the App or Microservice within the IVR. Green - means the transaction was successful Grey - means the outcome is unknown Red - means an unsuccessful transaction
  Abandoned and congestion (28 day display)		Abandoned calls display when the customer ends the call while in the Queue. Congestion cards display if the customer is played a message in the IVR to call back another time as all our Service Officers are busy. This happens if: the customer is not eligible to be routed to Self Service options based on: the reason for their call and/or their authentication level, and calls are not being routed to Service Officers
  Online and Mobile Applications
  Online (28 day display)		Details of the activity undertaken are displayed in the card title for single transaction and ‘multiple activities’ if more than one activity on the same day. Red - means activities did not complete. Grey - means mixed outcomes from activities Green - means completed activities Card expands to show time and title of activities with an indicator of the outcome.
  Mobile Application (28 day display)		Details of the activity undertaken are displayed in the card title for single transaction and ‘multiple activities’ if more than one activity on the same day. Red - activities did not complete Grey - mixed outcomes from activities Green - completed activities Card expands to show time and title of activities with an indicator of the outcome.
  Service Centre visit
  Service Centre visit (28 day display)		Title shows location of visit. Clicking on the title gives: an expanded view with more details timestamp in local time the queue name, and the contact type of an adhoc Service Centre visit

Table 7. knowledge links give Service Officers a direct link to the most relevant Operational Message or Operational Blueprint.

Knowledge Links help Service Officers by giving quick access to help needed to complete the customer's enquiry.