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- Beneficiary Tracking
- Who it's for
- Multi-agency Services
Multi-agency Services
A beneficiary request may be prepared by a service desk and fulfilled by another organization. Beneficiary Tracking records the organization responsible for the application, the service definition and the assigned staff member. The execution trail gives the case owner a place to inspect a delivery attempt and its external reference when the result needs investigation.
How Beneficiary Tracking is set up for you
Owning organization
Agree which agency owns the service application before preparation begins. Staff and service definitions retain their organization references, helping the setup team establish the intended access scope.
Independent decisions
Assign a reviewer who did not prepare the application. Record the reviewed revision and reason so a later delivery team can trace the decision behind the work.
Provider handoff
Set up the delivery connection with an agreed receipt identifier and source. Retain the provider reference against the execution attempt and inspect uncertain outcomes before repeating the action.
Corrections after delivery
Preserve the prior decision and evidence when a service outcome is superseded. A named assignee handles the compensating follow-up while the successor revision receives fresh review.
A beneficiary request may be prepared by a service desk and fulfilled by another organization. Beneficiary Tracking records the organization responsible for the application, the service definition and the assigned staff member. The execution trail gives the case owner a place to inspect a delivery attempt and its external reference when the result needs investigation.
Begin with an agreed service route between the case-owning agency and a delivery partner. Use a representative source payload to review the field mapping and an illustrative application to test the operational handoff. Check that the receiving staff can identify the application without exposing unrelated beneficiary work.
Include an uncertain provider response in the rehearsal. The operator should locate the original attempt, identify the person investigating it and retain the eventual resolution. Review the connection responsibilities in [integrations](/beneficiary-tracking/integrations), then rehearse [decision and delivery](/beneficiary-tracking/processes/decision-and-delivery). Expand to another service only after the teams can explain how they will handle a returned decision and a corrected delivery.
Features to start with
Service Registration
Register each beneficiary request with its service, responsible organization and case owner.
Service Delivery
Follow an approved application through execution and retain the evidence of its delivery.
Requirements and Evidence
Keep each requirement outcome and supporting document attached to the right application.
Roles on the team
- Read Only Analyst
- Reads authorized summaries and aggregates across every table plus the four portal pages. No record creation or editing, no schema or administrative capability.
- Citizen Service Portal Reviewer
- Reviews independent assigned work: record entry on Review Decisions only, read-only on every other table. Reviewers cannot approve their own preparation; the workflow guards enforce reviewer independence.
- Citizen Service Portal Operator
- Prepares assigned work: record entry on Service Applications, Application Requirements, Follow Up Actions and Evidence Documents, read-only on configuration, review and provenance tables. Scope to authorized organizations is enforced by workflow guards.
- Citizen Service Portal Administrator
- Maintains approved configuration: record entry on Public Services, read-only on all operational, review and provenance tables, and access to all four portal pages. No schema editing, deletion, bulk operations or export grants.
- Admin
- Maintains organization, staff, account and mapping configuration under the access agreed during setup, while case decisions remain with the independent reviewer.
Set up Beneficiary Tracking your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.