Using the Archiving and Culling Engine (ACE) 111-25080707

There are general rules for archiving records:

• The record must have been cancelled for 3 or more years
• In the last 3 years the record must not have:
• a debt
• an unfinalised Debt
• an Appeal
• a Prosecution, or
• a compensation activity

Not all data for a 3 year old cancelled record is archived:

• Only Assessment, Circumstance data, Summary data and work files relevant are archived
• No Person data or common Circumstance data is archived:
• This data is retained in the Centrelink system for use by other mainframe Income Support Integrated System (ISIS) Common Platform Systems

After a record has been archived, the data normally displayed on the mainframe system will be displayed in a similar format in ACE.

The Archive History (ARH) screen shows the benefit type(s) that have been archived for a Customer Reference Number (CRN), and when the archiving occurred.

Online Document Recordings (ODR) are normally archived twice a year:

• The Benefit field will display the code of ODR if DOCs have been archived
• The Archival Date field shows when the archiving occurred
• This means the receipt dates for the DOCs archived will be at least 24 months before the Archive Date
• The Activity Management Receipt (AMR) field provides the activity number for the archive activity

Some DOCs created prior to 2000 will not display in ACE. These are archived to Customer Archive Retrieval (CAR).

Activities in the AMHS files have been archived to ACE since 15 July 2006. This replaced the regular archive of activities to Customer Archive Retrieval (CAR) in the Centrelink system.

The rules for archiving AMHS records can be summarised as follows:

• Activities are not archived from duplicate or logically deleted CRNs
• For a CRN:
• a finalised activity with a family assistance task must be 2 years old
• a finalised activity with a Pension (PEN) task must be 180 days old
• a finalised activity with an activity code of DOC must be 180 days old
• a finalised Debt (DMN) activity must be 180 days old before it can be archived
• any other activity must be 90 days old before it can be archived
• A CRN must have a total of 10 or more activities that can be archived before any activities are archived to ACE

Activities previously archived in Customer Archive Retrieval (CAR) will not be made available in ACE, therefore it may be necessary to search in both CAR and ACE.

ACE allows staff to retrieve, view, and print letters and messages that have been:

• generated in the mainframe system, and
• stored to the archive

Letters and messages store to ACE when the Status updates to Printed:

• letters usually store 2 working days after the date created
• immediate print letters and messages store straight away

Some letters and messages created before September 2013 may not be stored in ACE. These are archived to Customer Archive Retrieval (CAR).

The Receipt Confirmation System (RCS) was used to provide customers with evidence of their contact by telephone. This system had limitations outside telephony and receipt numbers were restricted to 4 digits. Archiving was done through the Customer Archiving Retrieval (CAR) system.

It was replaced with the ACE application which generates 6-digit receipt numbers, and can be used by Smart Centres and Service Centres.

This ACE system can store, retrieve and display archived data:

• It is only available to Services Australia staff
• The restricted access to view archived receipts of Restricted Access customers is still in place
• Receipt numbers are held for 56 days before being archived

Customer Record Access Monitor (CRAM) reports, logging data accessed from ACE, will also be retained.

Audio voice recording was introduced in September 2003. All audio recordings of the interactions between customers and the REI Self Service IVR are archived.

Voice recordings of all customer calls to the REI Self Service IVR are archived under the Customer Reference Number (CRN), even though customers who have a Customer Access Number (CAN) must use their CAN and a Personal Identification Number (PIN) to access the service.

This recording starts after the authentication stage so the customer's CRN and PIN are not stored as part of the recording. These recordings are uploaded to ACE each weeknight and are accessible the next working day for staff that have been assigned access as part of their role.

For help with data interpretation, contact the relevant helpdesk team.