Document Tags

The Tag function is used through the system to highlight statuses, control & restrict workflow progression, classify document types, update the Self-service portal and aid reporting. Tags can be applied to Documents, Case, and Customer records.

Tags are a system function, and as such can only be added and/or changed by ieg4. The reasoning behind this is mainly due to the level of Reporting. Tags are an integral part of the reporting suite as they are used as delimeters to drill down within the data.

Tags are essential for identifying different documents and are particularly useful when an Expert Assessor wishes to review the documents as part of their assessment process. By tagging the documents, they then only need to review those documents that are relevant to their assessment process. As an example the following shows the Tags that can be applied to determine the types of incoming documents:

There are different outcomes within the workflow that automatically apply Tags. For instance when a document is sent to the applicant as a result of an officers decision, these documents can be tagged accordingly:

Another important use of Tags, is restricting progress of the workflow at certain stages because certain actions need to be taken prior to advancing the workflow to the next stage. This is done by the workflow checking that certain Tags have been set prior to continuing. Two examples of this are 'Payment' and 'Photograph'.

In the case of a Blue Badge application, before sending the request to the DfT to print and distribute the badge, the applicant needs to pay the requisite amount (if that is required by your operating procedures), and supply an up-to-date photograph. Without these the DfT will not print the badge. Thus in the workflow, prior to releasing the badge request to the DfT, 'Payment' and 'Photograph' Tags MUST BE set. If they are not, you cannot progress the workflow. For example, when trying to progress the workflow without the Payment Tag being set, the following message appears on the screen:

In the case of a Freedom Pass or Taxi Card applications, before approving the application, the applicant needs to supply an up-to-date photograph. Without this, the workflow will not progress, even though there is currently no API link to the printing and distribution of the Freedom Pass or Taxi card. Thus in the workflow, prior to approving the badge the 'Photograph' Tag MUST BE set. If they are not, you cannot progress the workflow.

A further use of Tags has a highly significant bearing on the progress of the Case for both the applicant and the officer concerned. This is the use of self-service Tags. Self-service and its operation can be found below, but setting self-serivce Tags at certain points in the workflow enables the applicant to view through the self-serve portal, the stage at which the officer is currently progressing the Case.

Promoting a self-serve culture provides empowerment to the customer and means incoming e-mails and calls are reduced . Customers can check the status of their application easily, minimising the need for them to contact you via other routes and giving the customer greater visibility of the process.