Resolve outstanding case work and review a successor revision when an executed application changes.
The Citizen Service Portal Operator records an Open action against the application, with a responsible person and due date. State what needs to be investigated or corrected so another staff member can take the assignment.
The Citizen Service Portal Operator follows assigned work through progress to completion, recording the resolution. A withdrawn action can be Cancelled with an explanation. Keep unresolved delivery investigations visible while the outcome is being established.
When executed work needs correction, the Citizen Service Portal Operator uses the correction action and records the reason. Preserve the previous revision, evidence, decisions and completed steps. A superseded delivery receives an explicit compensating action.
The Citizen Service Portal Reviewer approves, returns or rejects the successor revision independently. An earlier approval belongs to the earlier revision and cannot authorize the corrected request.
The Citizen Service Portal Operator follows the new decision through the appropriate delivery action and resolves the compensating follow-up. Keep the earlier outcome available when explaining the final result.
And how to keep it from happening.
Start free, then use Proto to change fields, steps and approvals before your team goes live.