Case intake

The case is the operating record for a public service request. It keeps a number, name, submission date, citizen reference, service code and owning organization. Its service definition identifies the work requested, while its assignee identifies who prepares the next step. The operator can begin in Draft, gather the necessary information, and submit the case when the application is ready for review.

Cases and Details provides the main work screen. The status board helps the team find work at a glance. Selecting a case opens its details, status history, pending review decisions, requirement strip and operation trace. The case record remains the source of the current status; the detail workspace puts related records together for the person doing the work.

• Application identity. Retain the case number and citizen reference so staff can locate the request without relying on a display name alone.
• Service context. Choose the responsible organization and public service definition before moving the case through review.
• Assignment. Put one named person on the case so the team can distinguish owned work from an unassigned queue.

Agree how application numbers are assigned and how a citizen reference is recorded. Decide which organization receives applications for each service and which person takes ownership at intake. The team should agree what makes a submission complete enough to move from Draft to Submitted. That rule should account for its requirement lines and supporting documents, rather than treating a status change as the entire review.

Use a real public service request as the rehearsal case. Enter its number, name, submission date and service definition. Attach the requirement lines that explain what the applicant must provide. Record the source references that make the request traceable to its original channel. Hand the case to another operator and ask them to identify its next action from the case workspace alone.

When the case is Submitted, the assignee should find it in Submitted Cases and see the same record in the Case Status Board. Check its organization, definition, citizen reference and requirement detail. If a document is still awaiting verification, the team should be able to locate that document without changing the case’s service identity. The reviewer must see the current revision and related evidence before making an independent decision.

A correction should stay connected to the original case and its revision. The case’s state history gives the team a way to explain when a status changed and who acted. The operator can use a follow-up action for work that still needs a named owner and due date.

• Submitted Cases — Applications ready for validation, with assignee and service visible.
• My Assigned Cases — Each operator’s cases with their submission date and current status.

Continue with requirement review and independent decision.