Case View
A case is a direct descendent to a customer record, and a customer can have many cases.
A case has a type associated with it, such as Blue Badge Application, Blue Badge Renewal, Cancellation. It also has a source, such as Online, Phone or In Person.
Data is separated into tabs across the top, which can be restricted by permissions where required.
Summary
Summary contains information held within or applied to the Case. These include:
Similar cases: Any existing cases that have similar name, address, NINO and/or dob
Contact details: Core data held on the case level, name, address, phone, email.
Case: Case type, and application source.
Tags: Self Service Tags that are displayed via the Self-service portal to the citizen
Access History: System users who have accessed the case, noting date & time.
Within this tab, Quick Actions can be configured to start a specific workflow and link it to the case.
A frequent use-case is manager escalation where a call-handler is logging a query and any relevant information in real-time before closing down the call.
If a User has the correct permission, they can change key application details within the
summary screen as shown below. Those details that have the 
beside them.
Online application
This tab contains information from the Freedom Pass Application form in the form of a .pdf for viewing the input application.
Documents
The Documents tab contains all documents linked to the case, this includes any documents provided at the point of application and tagged accordingly. For example, pass photographs will be automatically tagged as Photograph. (For more info on how tags work see Tagging documents). Auto tagging only applies to the following:
- Photograph
- POA: Proof of Address
- POI: Proof of Identity
Further documents can be upload by the user, and the system requires each document to be tagged with the appropriate document tag.
Tagging documents
Any case documentation which is unsorted will need to be linked to an appropriate tag.
If a document upload is not tagged upon upload it can be tagged within the Document manager by select the “+ “ beside the unsorted or No tag label.
Tags can be customised by each authority to reflect the document recognition already in place within their organization. However, standard Tags already exist within the Freedom Pass CMS and MUST be adhered to as these Tags are used as a basis for some of the standard reporting that also comes with the Freedom Pass CMS.
(Note: Its vital that all documents are tagged, as the system uses these tags to detect document type throughout the system)
Files uploaded via the Self-service portal will be available and displayed in the Document tab.
Workflow
The workflow tab contains all the stages and outcomes linked to the application / workflow type. Stages within the workflow contain related decisions / outcomes. Outcomes may have input fields for the user to confirm, activate, or input. These inputs can be made mandatory. To progress to the next stage all mandatory items must be completed.
Upon progression any associated actions programmed into the outcomes are applied to the system. For example, once the stage is progressed after selecting the option to send a communication to the applicant, the specified communication will be automatically sent to the applicant.
The following illustration shows the stage of Missing information Result. Within this stage the user can select 1 of the 5 outcomes, fulfil the necessary fields then progress to the next stage. Note the BAR Target indicator on top of the stage showing the remaining time left to complete the stage within the set target window.
Outcomes are linked to stages. Therefore, after submission / progression of a stage the next view the user will see is the linked stage. Outcomes can be linked to different stages; however, a single outcome can only be linked to a single stage.
Payments
The Payment tab is not currently in use for Freedom Pass Applications.
Timeline
The Timeline tab contains the entries made by selecting outcomes within the workflow. The entries are preconfigured in the system workflow to reflect the outcome status selected throughout the workflow. Timelines can be used for a quick update on the progress on the application/workflow. Timeline entries cannot be edited.
Notes
The Notes tab contains all notes made within the system that have been entered directly or made available within the workflow outcomes. To highlight an important note, select “Highlight as important” and input the note. Upon submission of the important note, the notification will display on the NOTES tab indicating the number of important notes on the case.
Delete
The delete function is available only to those Users with the correct permissions. Once requested, the delete function will delete all the following data:
- Application information
- Timeline
- Notes
- Documents
The reason for the deletion is a mandatory field.