Applications

The operator creates a service application for a named public service and organization. The case number, citizen reference and assigned owner keep a request identifiable as it moves through review. The service definition gives staff the policy reference and effective dates to check before work begins. The Service Applications Workspace keeps the selected case beside its state history and pending review decisions. The operator can check the organization, service definition and owner before submitting the request. That makes a handoff useful even when a colleague did not create the original application.

• Prepare the case. A person asks for a service. The operator records the request as Draft, confirms the organization and service, then submits it. The case status changes to Submitted and the owner remains accountable for the requirement and evidence work.
• Keep a named owner. The assigned operator checks the application number, citizen reference and service definition before moving the case to Submitted. A colleague taking over can use the owner and submission date to find the current request.
• Preserve the trace. State history records the status transition and actor. Later review decisions and delivery records remain linked to the application when the case moves beyond intake.

The owner should be clear before submission. Agree how staff select the right public service, how an application number is assigned, and who checks that a citizen reference belongs to the intended request. The team should also settle how to handle a request that reaches the wrong organization. Agree which operator can prepare each organization’s applications, how staff choose the public service, and when the case number is assigned. Rehearse a request entered against the wrong service and confirm who corrects it before submission.

Open one submitted case in the Service Applications Workspace. Follow its status history and compare the current revision to the review decision. A reviewer should be able to see which requirement and evidence records belong to that case. If the case later becomes Delivered, the delivery reference and completion date should explain the recorded outcome. Ask a second operator to find the submitted request from its number and explain which service and organization own it. Compare the current status with the last state-history entry. Then check whether the assigned person can see the next requirement or evidence task.

• Submitted Applications — Find submitted cases with their service, owner and submission date.
• Application Status Board — Scan cases by status without losing the assigned owner.

See application review for the requirement and evidence handoff. Decision to delivery follows the approved case.