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- Beneficiary Tracking
- Who it's for
- Public Service Desks
Public Service Desks
A public service desk receives requests from people who may return with additional documents or ask about an earlier decision. Beneficiary Tracking keeps the application number and citizen reference with the selected service and assigned owner. Staff can open the same case at the next visit and explain its current review or delivery state.
How Beneficiary Tracking is set up for you
Returning applicants
Locate the existing application before adding a new document. The citizen reference helps staff connect the conversation to the right request, while the application number distinguishes separate service requests.
Department responsibility
Record the organization that owns the service and assign the staff member responsible for preparation. If a different office collects evidence, agree the handoff before submission.
Review decisions
Give an independent reviewer the submitted revision and supporting evidence. Keep the decision reason available so the operator can explain a return or rejection accurately.
Service completion
Retain the delivery reference and completion date. When an execution result is uncertain, assign the investigation and inspect the original attempt before repeating the action.
A public service desk receives requests from people who may return with additional documents or ask about an earlier decision. Beneficiary Tracking keeps the application number and citizen reference with the selected service and assigned owner. Staff can open the same case at the next visit and explain its current review or delivery state.
Pilot a service with clear evidence requirements and a named service administrator. Use an illustrative request that arrives in person, receives another attachment later and then goes to independent review. Ask a second operator to take over the case using its recorded history. They should be able to explain the next action without relying on the first operator's memory.
Agree how the citizen reference relates to your existing identity source. Any identity lookup or fulfillment connection needs to be set up separately. During [implementation](/beneficiary-tracking/implementation), rehearse an uncertain delivery result and a returned application as well as the ordinary completion path. Review the staff responsibilities in [roles](/beneficiary-tracking/roles) before broadening access.
Features to start with
Service Registration
Register each beneficiary request with its service, responsible organization and case owner.
Independent Review
Give a separate reviewer the exact application revision and evidence needed for a recorded decision.
Service Configuration
Maintain service definitions and agree how organization, staff and source references fit the operating process.
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.
Set up Beneficiary Tracking your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.