Document Verification

Registration and permit decisions rest on documents: proof of ownership, identity, insurance, a sale invoice, an emission certificate, a police clearance. Each document is logged against its case with its type, the file, the date received and the officer who verified it. The officer who accepts a case confirms the applicant and the documents received before the case moves into verification.

When something is missing, the officer records a request as an action on the case and the case stays Submitted. Once the set is complete, the case moves to Verification and then to Review for the decision.

• Documents by type. Agreed document types let officers and reviewers see at a glance whether the set is complete.
• Verifier named on every document. Each document records the officer who verified it, so the reviewer knows who checked what.
• Requests recorded as actions. Every request for missing evidence is an officer action with the date and notes.

List the documents each case type needs and the names you use for them. Agree what verification means for each: sight of the original, a check against an issuing database or a certified copy. Decide how long a case may wait for missing documents before it is rejected or closed.

A buyer applies to transfer a used car into his name. He uploads the sale agreement, the seller’s ownership certificate and his identity document. The Case Officer opens the case, logs each document by type and verifies the sale agreement and identity document. The ownership certificate shows a different plate number from the vehicle record.

She records an action asking the buyer for the seller’s corrected certificate. When it arrives, she logs and verifies it, and the case moves into verification. The Reviewing Officer later opens the case and sees each document, the date it arrived and who verified it, along with the earlier request.

• Case Document Register — Documents received for each case, with type, file, date and verifying officer.
• Officer Action Log — Actions recorded on cases, including requests for missing evidence.
• Open Cases — Cases still in progress, with applicant, officer and due date.

• Application to decision: See where verification sits before review.
• Vehicle registration and renewal: The documents a registration case needs.

Rehearse access with a counter officer account before go-live.