Operational Information - "Customer First"
Ben Fairless made this Freedom of Information request to Services Australia
This request has been closed to new correspondence. Contact us if you think it should be reopened.
Dear Department of Human Services,
Can I please be provided with the following documents from the Department's Operational Information Site:
111.02010 Customer First
111.02020 Accessing and personalising Customer First
111.02030 Accessing and navigating Customer First
111.02040 Accessing and completing service requests through Customer First
111.02050 Reassigning service requests
111.02060 Front of House (FoH)
111.02070 Updating service request status
111.02120 Personalising Customer First
111.02150 Work allocation within Customer First
111.02160 Legacy convergence into Customer First
111.02400 Rapid Addressing
111.02510 Front of House (FoH) Wait Room
111.02520 Front of House (FoH) iPad
111.02530 Updating Front of House (FoH) Ticket Kiosk queue options
111.02540 Booking a walk-in using Front of House (FoH)
111.02550 Editing a walk-in using Front of House
111.02560 Completing a walk-in using Front of House (FoH)
111.02570 Completing a Resolved Enquiry on Front of House (FoH)
111.02580 Creating and completing a Direct Contact on Front of House (FoH)
111.02590 Managing Front of House (FoH) Temporary Assignments
I would appreciate the documents being provided in either HTML or Microsoft Word format, and for each policy to be attached separately (for easy of use and access).
I look forward to you processing this request under your IPS scheme. If it cannot be processed under IPS/Administrative Access, please process it as a formal Freedom of Information Act request.
Yours faithfully,
Ben Fairless
Dear Department of Human Services,
Can you confirm receipt of this request? The details of this request can be found at https://www.righttoknow.org.au/request/o...
Yours faithfully,
Ben Fairless
Dear Mr Fairless,
Thank you for your email.
I confirm that the department has received your request for administrative access to the following:
111.02010 Customer First
111.02020 Accessing and personalising Customer First
111.02030 Accessing and navigating Customer First
111.02040 Accessing and completing service requests through
Customer First
111.02050 Reassigning service requests
111.02060 Front of House (FoH)
111.02070 Updating service request status
111.02120 Personalising Customer First
111.02150 Work allocation within Customer First
111.02160 Legacy convergence into Customer First
111.02400 Rapid Addressing
111.02510 Front of House (FoH) Wait Room
111.02520 Front of House (FoH) iPad
111.02530 Updating Front of House (FoH) Ticket Kiosk queue options
111.02540 Booking a walk-in using Front of House (FoH)
111.02550 Editing a walk-in using Front of House
111.02560 Completing a walk-in using Front of House (FoH)
111.02570 Completing a Resolved Enquiry on Front of House (FoH)
111.02580 Creating and completing a Direct Contact on Front of
House (FoH)
111.02590 Managing Front of House (FoH) Temporary Assignments
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services Division
Department of Human Services
-----Original Message-----
From: Ben Fairless [mailto:[FOI #915 email]]
Sent: Tuesday, 10 February 2015 2:07 PM
To: FOI.LEGAL.TEAM
Subject: Re: Freedom of Information request - Operational Information - "Customer First"
Dear Department of Human Services,
Can you confirm receipt of this request? The details of this request can be found at https://www.righttoknow.org.au/request/o...
Yours faithfully,
Ben Fairless
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Dear Mr Fairless,
As foreshadowed, please see attached the following operational
information:
· 111.02580 Creating and completing a Direct Contact on Front of
House (FoH)
· 111.02590 Managing Front of House (FoH) temporary assignments
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
Dear Mr Fairless,
As foreshadowed, please see attached the following information:
· 111.02070 Updating service request status
· 111.02120 Personalising customer first
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
Dear Mr Fairless,
As foreshadowed, please see attached the following operational
information:
· 111.02520 Front of House (FoH) iPad
· 111.02530 Updating Front of House (FoH) Ticket Kiosk queue
options
· 111.02540 Booking a walk-in using Front of House (FoH)
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
Dear Mr Fairless,
Please see attached the following operational information:
· 111.02010 Customer First
· 111.02020 Accessing and personalising Customer first
· 111.02030 Accessing and navigating Customer first
· 111.02040 Accessing and completing service requests through
customer first
· 111.02050 Reassigning service requests
· 111.02060 Front of House (FoH)
The remaining operational guides will be sent to you in a number of
subsequent emails due to the size.
For your convenience, the documents have been provided to you in separate
PDFs. Unfortunately, PDF is the only form in which these documents are
currently available to the public.
If you have any queries, please email
[1][email address].
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
References
Visible links
1. mailto:[email address]
Dear Mr Fairless,
As foreshadowed, please see attached the following operational
information:
· 111.02150 Work allocation within Customer first
· 111.02160 Legacy convergence into Customer First
· 111.02400 Rapid addressing
· 111.02510 Front of House (FoH) wait room
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
Dear Mr Fairless,
As foreshadowed, please see attached the following operational
information:
· 111.02550 Editing a walk-in using Front of House
· 111.02560 Completing a walk-in using Front of House (FoH)
· 111.02570 Completing a resolved enquiry on Front of House (FoH)
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************