How to use Core Functions

BBCMS incorporates system wide functions that are linked to the Case, Badge & Workflows

Actions & Components

At specific points within the workflows, actions and components are set to trigger once the selected outcome is progressed. A series of triggered functions are as follows:

1. Automated Communications
2. Letter / E-mail Templates
3. Tags
4. Badge
5. Payments
6. Input fields
7. Documents
8. Case Management Dashboard Status

Automated Communications

When the stage is progressed, the system can automatically send the following to the customers using the systems built in templates.  (Notify Templates are edited within the Notify platform)

• Email
• Letter
• SMS
• GOV.UK Notify

This Illustrates how the system will trigger the e-mail within GOV.UK Notify to be sent to the customer upon stage progression.  Assuming the Template id is known, the system can also trigger an SMS to the Applicant if a mobile phone number has been supplied.   These triggers can only be added to the workflows and it is the Customer’s decision as to what stage these GOV.UK Notify templates are used.

Letter / E-mail templates

Customised Templates can be added to BBCMS to automate the sending of letters and/or e-mails to the Applicant.  Letters can be printed and sent as normal.  E-mails will be sent immediately if an e-mail address exists for the Applicant.  Currently these templates will have to be supplied to ieg4 for upload. You only need to supply the text of the Letter / email.

An example of a template for an automatic request for payment is shown below.

Tags

The Tag function is used through the system, to highlight statuses, control & restrict workflow progression, classify document types, update the Self-service portal and aid reporting. Tags can be applied to Documents, Case, and Customer record.

Tags have 3 stages of visibility within the configuration:

• All: Visible to all
• Top: Only
• Summary
• Hidden

Within the Blue Badge Case Management Settings dashboard, the administrator to set the visibility of the Tags within the CMS.

This shows the range of Self-Service tags. When the customer logs into the Self-Serve portal they will be presented with the same State information.

Badge

To DfT currently control the issuing of the Badge.  Once a decision has been made to approve the badge, thew request to print the Badge is made through the Workflow stages and outcomes.  The DfT require mandatory information for the printing as follows:

Eligibility

Where to Deliver

Delivery Option

Number of Badges

Photograph

Badge Start date

Badge Expiry Date

For Re-assessment or not

Each of these mandatory requirements are found within the BBCMS system, details of which are collected at different stages throughout the process.  Unless a decision has been made for the applicant to not be asked for payment, the BBCMS demands a payment and a reference for the payment as mandatory before a request to print the badge is made.  This is set within the workflow, thereby ensuring payment is received (where necessary).

Payments

The IEG4 service has seamless integration with GOV.UK Pay and leverages this function to provide the applicant with the ability to pay direct within the Self-Serve portal. 

The illustration below shows an example of what the citizen will see, upon selecting the Pay now button within Self-Serve:

Once payment has been received, the system shows payment confirmation with self-serve. The exact payment information is also immediately viewable within the Blue Badge Case management system under the Payment Tab. 

Please note the payment reference number is prefixed with BB to assist councils to reconcile payments from within GOV.UK Pay:

Input Fields

At certain stages within the workflow, input details will be requested.  These will be either a choice from a drop-down menu (Lists which can be customised), or a direct request for input, as for example a Payment Reference (If the applicant has not paid at application time or for a lost/damaged/stolen Blue Badge).

As previously stated there are mandatory fields for the printing, but other input fields will be required depending upon the Customer requirements.  Notes, for example, can be made mandatory at certain times throughout the workflow.

Documents

Customer designed documents like ‘Review forms for disability checks’ are added to the BBCMS and can be attached to a Letter / E-mail at the time of issue.  These are again fixed within the workflow, but the Customer can decide at what stage these documents will be required.  Currently documents can only be added and/or updated by Ieg4.

Case Management Dashboard Status

To aid quick actions, and information summarisation, the system indicates where the application is within the process.  The example below tells the user that the application has been approved, payment has been received online and is ready to order the badge.

Required to progress

Some tags within the system act as gates to restrict the stage progressing.  In this case the user is trying progress the stage, however the payment has not been made.  This is highlighted to the user informing them that the Payment Required tag must be applied to the case to progress.

Once the Payment is made, a payment required tag is applied the case and the stage is ready to be progressed.