Introduction to Workflow in HIX/Tier 1

1. Introduction to Workflow in HIX/Tier 1 IBM FileNet, Work Items and Documents T1WM-101 Appendix L –HIX/Tier-1 Worker Portal Screenshots

2. An explanation of Work Items and Documents • An introduction to the workflow (FileNet) screens Appendix L –HIX/Tier-1 Worker Portal Screenshots

3. FileNet is the underlying technology • The HIX/Tier-1 system uses the IBM FileNet product for document management and workflow. • The native screens of FileNet are not used directly by system users. • The FileNet functionality is accessed using custom HIX/Tier-1 screens. Appendix L –HIX/Tier-1 Worker Portal Screenshots

4. Documents can be scanned or uploaded into the system • Most documents are mailed to the State and are scanned into the system by the scanning vendor. • However, consumers who have an online account, can upload verification-type documents directly into the system. • Verification documents are things like pay stubs and driver’s licenses and help prove statements on someone’s application or renewal. • Document types include: • Verification documents, e.g., pay stubs, passports and tax returns. • Forms, e.g., Applications and Renewals. • Miscellaneous documents, e.g., letters and forms sent to the wrong address. Appendix L –HIX/Tier-1 Worker Portal Screenshots

5. Documents are indexed • Most documents are indexed into the storage system under two criteria: • Application ID • Document Type • One exception to this are brand new paper applications (the volume is very low). Since there is no Application ID until the document is data-entered into the system, this document is just initially indexed as a document type. • Most documents sent to the scanning center are sent with a barcoded coversheet • This coversheet ensures that the document is indexed to the correct application without manual effort, i.e., the barcode includes the Application ID • The scanning vendor will specify the individual document types during the scanning operation. Appendix L –HIX/Tier-1 Worker Portal Screenshots

6. Documents get work items • The scanned documents are sent to the HIX/Tier-1 system at the end of each day. • This is when they are imported to the HIX/Tier-1 FileNet repository • The documents are attached to Work Items which appear in the different work pools. • Workers pull the Work Items and process them and their attached documents. • One work pool is for “Unknowns”. This is for documents that came in without a coversheet. • These are manually indexed to an Application ID before processing. • Some of these Unknowns are emailed or forwarded to specialist groups, e.g., complaint letters or documents that came to the wrong address, i.e., not appropriate for HIX/Tier-1 processing. Appendix L –HIX/Tier-1 Worker Portal Screenshots

7. Workflow Screens Appendix L –HIX/Tier-1 Worker Portal Screenshots

8. Worker Portal – Account Landing Page The FileNet Workflow System is accessed from the HIX/Tier 1 worker portal account landing page. To start their work a worker clicks on “Load Assigned Work Items”. This will populate the Work Item Inbox with up to 5 work items at a time. There is a button just above the Work Item Inbox that will open and another that will retrieve a work item. Under “Quick Links” there is a “Manage Work Item”. This will be discussed later. Appendix L –HIX/Tier-1 Worker Portal Screenshots

9. Work Item Inbox The work items are sorted by date, with the oldest first. Different work pools have different levels of priority and so work item are further sorted by work pools. If a work item is marked as critical it will show at the top of the list, regardless of its work pool status or days in FileNet. Appendix L –HIX/Tier-1 Worker Portal Screenshots

10. Select a Work Item When a work item is selected a “Document Viewer” table will appear. The table includes all the documents attached to this work item regardless of whether they were mailed in or upload through the client’s consumer portal account. As mentioned previously, document types include: verifications, forms and miscellaneous documents. Appendix L –HIX/Tier-1 Worker Portal Screenshots

11. Work Item Details Page • The work item details page has detailed information on the task that needs to be performed and the documents which need to be reviewed. • Verification work item documents can be opened and viewed here. If necessary adjustments can be made to the client’s most recent application. • For Immigration/Citizenship Verification work items there is an “Alert Message” hyperlink that jumps to a specific screen on an the client’s most recent application. Appendix L –HIX/Tier-1 Worker Portal Screenshots

12. Work Item Case Comments Case comments are created and attached to the work item. Previously created case comments can also be viewed from here. Appendix L –HIX/Tier-1 Worker Portal Screenshots

13. Selecting an Action • The “Action” drop down supports: • Send to DSS: Not currently used. • On Hold: Closes the work item but keeps it in the worker’s inbox for further review. • Escalate: Will close the work item, remove it from the worker’s inbox and send it to the desired party. • Complete: Will close the work item and remove it from the inbox. • Awaiting Documentation: Will close out the work item and remove it from the inbox. This action is select when more work needs to be done on the application but the appropriate documents have not yet been submitted. Appendix L –HIX/Tier-1 Worker Portal Screenshots

14. Completing the Work Item • Clicking “Submit” is the final step once an “Action” has been selected. Appendix L –HIX/Tier-1 Worker Portal Screenshots

15. Closing a Work Item Closing a work item page without actually finishing that task will trigger a warning message. When the work item has been properly adjudicated the message is that of a successful submission. Appendix L –HIX/Tier-1 Worker Portal Screenshots

16. Manage Work Items On the Worker Portal worker account landing page there is a link titled “Manage Work Items” but in reality it is a work item search feature. By typing in an application number or a person ID you can search for a work items. Appendix L –HIX/Tier-1 Worker Portal Screenshots

17. Manage Work Items If the work items are unassigned you can assign it to yourself or if you have the right level of access to someone else. Management can use this feature to reassign work so that volume is more evenly distributed. Appendix L –HIX/Tier-1 Worker Portal Screenshots

18. Manage Work Items Assigning work items is role-specific. Not all workers in the HIX system will have access. A drop down with the names of workers who can be assigned to this task will appear. Once submitted, a confirmation pop-up window will show the worker to whom this work item has now been assigned. Appendix L –HIX/Tier-1 Worker Portal Screenshots

19. Went through a high level overview of the FileNet Workflow System which is used in the HIX/Tier 1 system. • Reviewed the FileNet functionality that allows workers to access and process work items. • Reviewed system features that workers use to search for and assign work items. Appendix L –HIX/Tier-1 Worker Portal Screenshots