Case Intake

Every application or matter the office handles becomes a case: a new registration, a transfer of ownership, a goods-carriage permit, a duplicate certificate or an enforcement matter after a roadside check. The case records its case number, case type, submission date, due date, the applicant and the officer it is assigned to. Applicants, owners and registered entities are kept as parties with a contact email and reference number, so a returning applicant is recognized.

A case moves through a set lifecycle. It is Submitted when received, in Verification while documents are checked, in Review when ready for a decision, then Approved or Rejected. A rejected case can be Appealed. Decided cases are Closed once the outcome is communicated.

• One officer per case. Each case names the officer responsible, and each officer works from their own list.
• Due dates set at intake. The due date reflects the service standard for the case type, so overdue work is visible early.
• Every action recorded. Calls, requests for documents, site visits and notes are recorded as officer actions with the officer and time.

List the case types you handle and the due date standard for each. Agree how cases are assigned: by counter, by case type or by officer workload. Decide what the applicant reference number means: a national ID, a company registration number or your own reference. Link every officer to a platform user so actions are attributed to a real person.

A transport company applies for a goods-carriage permit for a new truck. The counter Case Officer records the company as a party with its registration number, opens a permit case with a due date ten working days out, and assigns it to herself. She records the documents handed in and notes that the insurance certificate is missing.

The next morning she calls the company and records the call as an action. The certificate arrives by email that afternoon; she logs it and moves the case into verification. The Registry Supervisor sees the case on the lifecycle board with its due date and the officer’s actions, and knows exactly where it stands.

• New Applications — Cases just submitted, with applicant, case type, dates and assigned officer.
• My Cases — The cases assigned to the signed-in officer, with due dates and status.
• Case Lifecycle Board — Every case grouped by status, with type, applicant and officer.

The Business Overview page shows case intake, officer workload and cases by state for the office.

• Application to decision: From a submitted case to a reasoned decision and closure.
• Appeal and fresh review: Handle an applicant’s appeal against a rejection.

Review the implementation plan and the data model before importing open cases.