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HMRC internal manual

Compliance Operational Guidance

From
HM Revenue & Customs
Updated
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Compliance Operational Guidance: recent changes

Below are details of the amendments that were published on 18 October 2012 (see the update index for all updates)

| Page | Details of update | || | COG20000 | The whole of the Caseflow guidance (COG20000 to COG27040) has been amended to ensure that it is not available to the public. | | COG21000 | This contents page has been updated to remove the hyperlink to COG21050 which has been deleted. | | COG21050 | This page has been deleted as it is no longer relevant. | | COG21100 | This page has been updated to show that details added to the SCP Level and MME/ALICO fields will not copy when using the Copy Case Information process in Caseflow. | | COG22230 | The image on this page has been updated to show the new SCP Level field. | | COG22240 | Hyperlinks have been added which takes you to COG22660 (Upcase Case Information) and COG22420 (Attach case documents). The image has been changed to show a more pertinent image for the Accept Case screen in Caseflow. | | COG22420 | Guidance has been added to explain the purpose behind the Backdated Contact Date field in the Contact Taxpayer screen in Caseflow. In addition, the guidance for the Type of Interaction field in the Contact Taxpayer screen in Caseflow has been enhanced.
Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks) and COG24050 (Attach case documents). | | COG22600 | This contents page has been updated to include a hyperlink to a new page of guidance at COG22675. | | COG22620 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050).
The guidance has been updated to include details relating to the new MME/ALICO field in Caseflow. The image on this page has been updated to show the new MME/ALICO field in Caseflow. | | COG22630 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), and Attach case documents (COG24050). | | COG22640 | The guidance has been updated to provide details relating to the new SCP Level field in Caseflow. The image on this page has also been updated to show the new SCP Level field in Caseflow. | | COG22660 | Hyperlinks have been added which takes you to COG22640 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), and Attach case documents (COG24050).
The guidance has been updated to provide details relating to the new SCP Level field in Caseflow. The image on this page has also been updated to show the new SCP Level field in Caseflow. | | COG22670 | This page has been amended to provide further instructions on the additional actions to take should you decide to select the Save option when processing a risk in Caseflow.
The guidance has been updated to provide details relating to the new MME/ALICO field in Caseflow. The image on this page has also been updated to show the new MME/ALICO field in Caseflow.  | | COG22675 | A new page of guidance has been added which provides a details explanation of the various options available from the MME/ALICO field and when it is appropriate to use each option. | | COG22690 | This page has been amended to provide further instructions on the additional actions to take should you decide to select the Save option when adding a risk in Caseflow.
Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050).
The second image on this page has also been changed so that you can now see an image of the Process Risks screen as opposed to the Update Case Information screen.  | | COG22700 | This page has been amended to provide further instructions on the additional actions to take should you decide to select the Save option when updating a risk in Caseflow.
Details have also been added to explain the purpose of the MME/ALICO field. The image on this screen has been updated to include the MME/ALICO field.
Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050).  | | COG22710 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22715 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050).
One of the images has been changed on this page. | | COG22730 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22740 | The first image on this page has been changed so that you can see an image of the Request/Record Information screen as opposed to the Compliance Issues screen.
The second image on this page has been changed so that you can see an image of the Book Visit screen as opposed to the Send Computations screen.
Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22750 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22760 | The image on this page has been changed so that you can see an image of the Record Computations Agreement screen as opposed to the No Compliance Issues screen.
Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22770 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22780 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050).
The images on this page have been updated. | | COG22790 | Hyperlinks have been added which takes you to COG22640 and COG22660 (Update Case Information), COG24600 (Update Effort), COG22700 (Update Risks), Activity to test (COG22630) and Attach case documents (COG24050). | | COG22800 | This contents page has been updated to incorporate a hyperlink to COG22855 - Reopening a finalised risk. | | COG22854 | The image on this page has been changed so that it now shows the Risk section of the Record Settlement screen in Caseflow. | | COG22855 | A new page has been added called Reopening a finalised risk which provides details on how to reopen a risk which has previously been finalised in the Process Risks screen in Caseflow. | | COG22950 | This page has been updated to show the options available from the Reason for Reopen field when you reopen a case in Caseflow. A brief explanation has also been provided for the purpose behind the Comments field in the reopening of a Caseflow case process. | | COG23205 | This page has been updated to show that where possible only a Workflow Manager should transfer cases using the Bulk Allocation facility in Caseflow. It has also been enhanced to show that when an individual case is selected you should not select Confirm Transfer as the case will become ‘stuck’.  | | COG24000 | This contents page has been updated to include hyperlinks to the Caseflow guidance for Managers’ Quality Assurance Reviews (COG25030) and Recording Agent Conduct (COG25035). | | COG24310 | This page has been updated to provide managers with a more in depth explanation of what information is required to help produce the most efficient Resolved Cases By Team Member reports using the Dashboard process in Caseflow. | | COG24170 | The guidance on this page has been enhanced to provide you with more details on the importance of resolving all your BFs before transferring your case to another user and the consequences of not resolving your BFs. | | COG25030 | A new page has been added called Managers’ Quality Assurance Reviews which provides managers with details relating to Quality Assurance Reviews carried out in Caseflow. | | COG25035 | A new page has been added called Recording Agent Conduct which provides details of how to report abusive, poor and dishonest agent behaviour when using Caseflow. | | COG26010 | This page has been rewritten to provide a more comprehensive explanation of the purpose behind the “No” and “Yes” options available from the NPPS Applies? field. Hyperlinks have also been added which takes you to CH71500, CH73200, CH81130, CH81170, CH82470, CH84973 and CH92000. | | COG27040 | An update has been added to point 2 on this page which advises you to take care when allocating a newly created manual case to a campaign /project in Caseflow as it cannot be changed at a later date. |