Summary

Summary contains information held within or applied to the Case.

A recent feature has been added that now displays the current Badge Number of the applicant if they are matched with the information available on the DfT database. This is done as a quick check to prevent the possible fraudulent request for more than one badge. If more than one Badge exists then the message 'multiple badge records found' is displayed in place of the Badge number. Finally, if no Badge exists, the message 'no badge record exists' is displayed.

Similar cases: is where a case is found on the CMS that has matching surname, NINO, date of birth. This is used as a way of enabling you to check that your customer doesn't already have a Case and therefore stopping to some degree the possibility of fraud by having multiple badges/passes.

Person: The applicants NINO.

Contact details: This shows the basic core date held at the case level: name, address, phone, email.

Case: Case type such as Application, Renewal, Replacement. It also has a source, such as Online, Phone or In Person.

Tags: Self Service Tags that are displayed via the Self-service portal to the citizen, that also shows you the current status of the case. This is important if some of your users of the system can only view certain areas of the CMS. For instance, call centre staff who can be restricted to 'view only' instances and add notes. (See Permission groups in 'Setting up the System')

Access History: System users who have accessed the case, noting date & time.

Quick Actions: Within this tab, Quick Actions can be configured to start a specific workflow and link it to the case. For example where a call-handler is logging a query and any relevant information in real-time, before closing down the call, they can start a 'Manager Escalation' workflow, which prompts the manager to look at the case as a result of the call (Blue Badge only).