Service configuration

A public service case starts with an organization and a named service. The administrator maintains the service name, code, policy reference and effective dates. The service belongs to an organization, so a caseworker can choose the right definition when an application arrives. A service definition gives the team a stable reference while individual cases carry their own citizen reference, submission date and outcome.

An organization also carries its code, location, time zone and currency. People belong to an organization and have a code, email and team. These records help supervisors identify the people who prepare and review casework. Keeping the service owner and the case assignee distinct matters when applications move between desks.

• Service identity. Use the organization and service code to distinguish similar public services operated by different offices.
• Effective period. Record when a service definition applies before the team uses it for new cases.
• Named responsibility. Assign the case to a person and retain the responsible organization on the case itself.

Agree who maintains each service definition and when an amended policy needs a new effective period. The administrator should check service names and codes with the operating team before intake starts. Confirm which organization handles each service and which people can prepare its cases. The team’s source mapping rules can associate source fields with target fields for a service when it connects another system.

For an initial example, take a resident’s request for a named municipal service. The operator chooses that service, records the resident reference and assigns the case. The administrator can then check that the service belongs to the intended organization and that its policy reference is the one the team agreed to use. If the request was associated with the wrong service, correct the classification before its decision history grows.

Open a case with a distinct number, a citizen reference and the responsible organization. Confirm its service definition and assignee before a requirement is reviewed. Ask the operator to explain why this service is in scope from the definition’s code and effective dates. Then ask the reviewer to locate the same definition from the case workspace. Both people should be looking at the same service identity even though their permissions differ.

A changed service name should not be used to quietly reinterpret an older decision. Keep the case’s source references and revision history available when the team investigates a correction. If a source connection supplies a service code, agree how the mapping is reviewed before using it on live casework.

• Case Status Board — Cases grouped by current status with their service definition and assignee visible.
• Submitted Cases — Submitted applications ready for the team’s next check.

Start with case intake and use the data model to trace the service reference.