Work Items
Work Items
This function is the place where most of you will start the Concessionary Travel process. This screen shows all applications, renewals, appeals and replacements that have arrived via the DfT(for Blue Badge) and an on-line application form (for Freedom Pass and Taxi Cards) into the CMS, along with any workflows that you have created from a paper application. A work item is a single stage in a workflow.
By default, the system will filter the list to only show workflows that are active. You can view completed workflows by choosing the “Completed only” toggle.
The Work item table displays applications that are currently being worked upon and show the following information:
Case Reference
Workflow (e.g. Blue Badge Application Freedom Pass Application.....)
Case Type (New, Renew, Replace)
Terminal (Yes or empty)
Current stage (e.g. Missing Information Result, Dormant - No Show......)
BAR Target indicator
Citizen/Organisation
Age
Created on
Last updated
Work items can be filtered by
Case Type (New, Renew, Replace)
Terminal (Yes or empty)
Age
and also by the Workflow and its Stage. Choosing a workflow will activate the stage filter, the following shows those work items that are at 'Missing Information Stage within the Application workflow:
Work items can also be filtered by 'last updated date range'. The default range is set to the previous two weeks.
BAR Target Indicator
An individual work item can have a target completion duration which is show using BAR (BLUE AMBER RED). The target times are configured within the CMS settings dashboard, added to each stage within the workflow/application type. Targets can be set for the following:
Minutes
Hours
Days
Once the stage becomes active the timer starts, and the system will automatically activate a countdown. The countdown is displayed as three alerts.
Blue/Green = 0% >
Amber = 50%>
Red = 75% >
The percentage is calculated using the set target time within stage. For example, if the target time is set for ten days the percentage would relate to the following;
Blue/Green = 0 days > up to 10 days left
Amber = 5 days > up to 5 days left
Red = 7.5 days > up to 2.5 days left
The amount of time left per target time is displayed within the Work items and with set individual workflow stages along with the time remaining to the Stage Target giving a quick visual guide as to the cases that are closest to their stage target dates:
The status is also shown in the Workflow itself giving the user processing the case a visual indication of the expected timeline.
In the example below the BAR is highlighted red and showing 96% completed i.e. 4% of the time remains until the Stage Target. The date and time the Stage started is on the left of the BAR timeline and the Target date / time on the right:
Last updated
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