CISR92190 - Procedures in NIC&EO PAYE Employer Office, Longbenton: PEGA work item priority
The allocation and prioritisation of work items is predetermined within the PEGA database from Level 1 (low priority) to Level 5 (high priority). Work items will be allocated automatically each day starting with the highest priority work items and progressing downwards through the lower priorities. In addition PEGA will increase the priority level as the work item becomes older. This is so that older work item cases are not left untouched. The initial prioritisation level for NIC&EO work items created within PEGA are shown in the table below.
| Work Item type | Priority Level |
|---|---|
| Bulk verification call-back | 5 |
| Unmatched Return | 5 |
| Multiple Returns for the same period | 3 |
| Unmatched continuation sheets | 2 |
| CIS interest in scheme concluded | 1 |
| Process subcontractor detail exceptions | |
| - Return requires correction\n- Unreadable fields\n- Unreadable fields\n- Unreadable Designatory fields > 4.\n- Unreadable Designatory fields\n- Minus value present.\n- Cost of materials exceptions | 5 \n4 \n3 \n3 \n2 \n2 \n1 |
Changing work item priority
The prioritisation of work items by PEGA cannot be changed by the Management of the CIS Centre. Where it becomes apparent (for example by viewing the information on INFONET) that changes to the priorities are required, you should contact the CISR Live Services team in Telford. With their agreement changes can then be made to
- the priority levels of work item types
- delete certain work item types.
Work items not on your work list
When you receive a call back or correspondence and you use the search facility to find the work item, you might determine that the item is on someone else’s work list. In such cases you should pass the correspondence or phone call to the person who has the work item on their work list.