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(Document Information
Process Name: Triage process
Process Ref: INV-TRIO1
Process Owner: Tracy Bannister
Document Classification: Internal
Process Summary (describe in a paragraph the context and reason for process):
When a discrepancy is raised and passed to the investigation teams the first process completed is Triage to asses the issue and the next steps.
Process Owner Role: Network Resolution Operations Manager
Document Status: Draft / Peer Reviewed / SME Reviewed / Approved
[Tracy Bannister
Network Resolution 05/05/2022
Operations Manager
Version History
0.2 03/08/21 Fleur Langley-Knight _ Initial version
0.2 15/09/21 Fleur Langley-Knight Controls added
1.0 04/10/21 Fleur Langley-Knight Summary page and version updated
4a 29/04/2022 Duncan Hughes Review process and controls
2.0 05/05/2022 Duncan Hughes Process approved
Review Hi
Reviewer Role Last Date Re
Louise Liptrott 12 manager 02/08/21
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Free format notes can be added here with reference to stage in process
IThe Triage checklist on the dynamics workflow:
IStart date Tier 2- Triage
Check if the Branch have any system issues (Dropdown — Yes or No)
Is the amount below £500
\Check if 2 or more write offs in 12 months
ICheck unresolved losses in 12 months total over £500
IShould the amount be written off
Findings overview
Triage write off decision (Dropdown — Yes or No)
IStatus Reason Tier 2 Triage~ Move to Tier 2Analyst
Discrepancy Found
Clear Account
Controls
Process Notes
(Detail any notes to supplement specific process stages)
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‘ions / terms / acronyms used in process flow, along with a description to aid understanding)
Terms Definition
{insert Reference of Process}:
(Version Number in brackets)}
{Insert Description of Process in italics}
Insert Name of Process and
Process Template Symbols
ach role participating in roves must have a >
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)
Nameand type of
‘Timelag oF delay:
‘Trigger mid process
ampieafs aniston ame oom catoner
commurication or wieger
Intermedtate Event
(customer cancels,
‘An error curs,
{an intermediate evert:
response received)
Activity Name
(erp and Nou
Format)
‘etivity
(pRoceDURE REF)
Process Ref:
Process Name
Notes against aprocessor any other element on amap
‘an activity ina process.
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‘An activity with an associated procedure.
Referred Process
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‘Addecument or data set:
Information that this used as input toan activity or created or updated
a5 an output ofan activity.
For example a report might be generated by a system and sent by email
‘toa contact centre agent to review. So you can show the name ofthe
document reviewed by using this shape and a dotted arrow into the
activity where the contact agent revewstheitem.
system being “tead from” or being undated as a
result of the associated activity
Sopa cncrteotaenhy neta henna
Name of system
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seuny
Business Rue!
Operational Rsk —Inadequate, none or unknown control
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‘Operational Rsk (contral is known and is adequate)
CO o
Ref for risk/eontrol
Ref for rsk/ conto
Endof alteratepath of apracess End of Process
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Customer Outcomes
Generic Customer Outcome
Customer Experience Score
‘customer Insights:
mpovmemarr nol aso becapurs moe rah 8
‘The maphsretete annette comer Hfesingar
‘customer Communication:
Communication of any Kind is sent to the
customer,
{Sthe canbe belgie reqramens asia es,
Name or referencefor
communication received
Show channel icons onthe activity box where the channel
is used or the activity flow that joins it to the next atv.
They can also be used to link to customer outcomes or
‘communications to show the method by which the
‘communication was sent.
Internet —other than
post office online
Post Office Branch
Post Office Onine
Telephone Self Service Kiosk
x ©
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Log into Dynamics Contact the Postmaster
and ciek on the fst tocorfiem the
‘case on the Triage dlscrepancy amount
dashboard willbe written off
Update the case with
the neat steps and
assignto ‘Postmaster
Tier cannot resolve ‘Account Support Tear
Postmaster discrepancy query,
case assigned to Tier2
End of Process
‘Check thecase t
‘male sureit has
‘been completed
cortecty
Clckon the Triage step
‘on the workflow and
complete the checklist
Full
Irvestigation
‘ompleted_—I
cortectly
Incomplete
case
Updatethe Triage
checklist and cick
on Nex Stage
Reject thecase on
‘dynamics
Process RefiINV-FULLOL
Process Name: Ful Investigation
Rework case to
correct omisions/
errors and assign to
Triage