Introduction to Comcare’s Customer Information System

1. Introduction to Comcare’s Customer Information System Presentation

2. Comcare’s Customer Information System, CIS, is provided to customers free of charge, delivering injury-management and claims information through a secure website.

3. Information provided through the CIS can be used to improve the measurement and monitoring of an agency’s injury management and claims performance; Whole of agency data on claims, return to work activity, mechanisms of incident, cost of claims and customer structures Customer Data Reports, providing a complete record of all claims for an agency Individual claim information to assist case management

4. Who can access CIS? Access to the CIS is authorised by a dedicated CIS Agency Administrator, who approves the access request, and determines the appropriate level of access: Summary access provides access to management level data, including trend and indicator report. No access to claim level data. Claim detail access allows access to the details of the individual claims being reported on. Includes access to View Claim function. Financial level access is primarily for staff in Finance areas an includes access to remittance reports CIS Administrator Access grants the ability to authorise and change other CIS user’s access within the agency.

5. Using CIS

6. Log on to CIS using the User Name and Password provided to you by Comcare.

7. To enter the reporting function, select Generate Report. Select an application, and use the Execute button to launch.

8. Generate ReportChoose the group or Customer from Step 1 – Choose group

9. Generate ReportStep 2. Choose Report will display the available report categories. Expand one of the folders to display the list of reports.

10. Generate ReportNow select a report – this may activate the Filter button. The Filter button can be used to specify date periods and other report settings.

11. Generate ReportAll done with filters? Use Generate to run the report, or for some of our larger customer data reports, use the Export button.

12. Now that the report is Generated, you can; View the report on screen Export the report to a separate file for future use. CIS allows you to save each report to a file – the majority are available in .rtf, .pdf, and .csv. Choose another report to run – the current report will stay open on the screen, and the next report will be displayed on a new tab. Add the report to your “Favourites” for ease of reference. This will add a Favourites folder to Step 2 – choose report. Go back to the application menu to access the View Claim function

13. View ClaimFirst, you will need to search for a claim. You can search by Claim Number or Surname. Use the Search button to look up the claim.

14. View ClaimSelect the Claim from the search results, and use the Next button to see the claim details.

15. View ClaimYou can view a range of information about the claim, including incapacity determinations.

16. Managing User Preferences Within CIS, you can also manage your account password, your secret questions and answers, and your favourite reports.Once you have logged into CIS, you will find a link to Preferences in the top right hand corner of the screen. Use this link to launch the Preferences application.

17. PreferencesYour password will expire after 90 days. You can change your password at any time using the Password function, or CIS will prompt you to change it when it expires.

18. PreferencesAs an additional security measure, your Security Questions and Answers are used when you request an online password reset. Only you have access to this information.

19. PreferencesFor easy access to the reports you use the most, you can add them to your Favourites. A Favourites folder will appear on the main report generation screen.

20. Requesting a password reset onlineAfter you have set up your Security Questions and Answers, you will be able to request a password online from the main Logon screen. Use the Forgotten/Expired Password? link – this will take you to the Reset Password screen.

21. Requesting a password reset onlineEnter your User Name, and then select one of the Security Questions and provide an Answer. Use the Reset button, and a new password will be sent to your nominated email account.

22. Where can I get more information about CIS?A range of information about the CIS is available on the Comcare website, www.comcare.gov.au. This includes: • CIS Help (also via CIS itself) • The Guide to Understanding Customer Reports • A range of supporting documentation, quick reference sheets, and our CIS FAQ. • Timing of case estimates • CIS related forms and guidance

23. What if I still need more help?Comcare provides a dedicated helpdesk for CIS. We can help you with: • Password resets and managing your access • Setting up new users • Advice on using CIS and running reports • Managing Customer records, Case Managers, and Cost Centres for your agency.

24. Contact the CIS Helpdesk By phone on: 1300 366 979 By email: agency.updates@comcare.gov.au Address: PO Box 9905, Canberra 2601