Case intake

The operator opens a case for each public service application. A case number and name identify the request; the organization, service definition and owner locate responsibility. The submitted date, citizen reference and service code let staff compare the application with the source request. Status shows whether the record is still being prepared, submitted, verified, decided or delivered. The Cases Workspace presents that state beside the requirement lines, decisions and execution trace.

For a land-related service request, the case holds the administrative journey of the application. The operator should use the citizen reference supplied through the intake channel and choose the applicable public service definition. A free-text title can help staff recognize the request, but it should not replace the service code or owning organization. A reviewer needs those references to understand what they are deciding.

• One case, one owner. The assigned person is responsible for moving the application through its working states.
• Revision-aware work. A revision identifies the version reviewed and later delivered.
• Visible state. The case board and state history show current status and recorded transitions.

Agree how operators assign case numbers and when a draft is ready for submission. Decide which source provides the citizen reference and service code, and how staff resolve a mismatched source reference. Agree whether the organization is selected from the applicant’s location, the service owner or an intake routing rule. Set a clear rule for changes after submission: the team should know when an edited application needs another review.

Give operators examples of incomplete requirement lines and a supporting document still awaiting verification. They should be able to keep the case in preparation while assigning a follow-up action. Agree which evidence must be present before a submitted case can advance to verification.

An operator receives a request with a citizen reference and chooses the relevant service for a district office. They create the case, assign themselves as owner and add the request’s supporting requirement lines. A document arrives later, so the operator adds it to the same case and records its date and external reference. Before submission, a colleague checks the case number, organization and definition. The operator submits the case; the reviewer can see the submitted revision and the supporting details without assembling them from separate messages.

Rehearse a correction after submission. The operator should identify the changed revision, the reviewer should decide that revision, and the case history should retain earlier state. A returned case should lead to a specific assigned action, rather than disappearing from the working queue.

• Case workboard — Open cases grouped by their working status and owner.
• Cases awaiting intake — Draft applications with their assigned owners and service definitions.
• Submitted cases — Applications ready for the next check.

• Case intake and submission follows the request to review.