SAM71060 - Manage work: work management: managing work lists
A work list brings together all current work items of the same type, which normally require the same action to clear them, and are presented on screen. The lists are continually updated as events within the SA system create further work items or delete items, or the operator deletes items.
The management of work lists falls into two categories
- Managing reviews, at office level
- Creating a personal view of a list, at operator level
The remainder of this subject consists of the following
Office level
Operator level
Order of presentation
Processing work lists
Technical work lists
Recovery work lists
Office level
Local management will need to ensure that responsibility for reviewing lists is allocated within the Organisation Unit, and a strategy for reviews is in place. For example
- An officer with the user role of Repayment Authoriser must review the ‘W028 Repayments to be Authorised or Cancelled’ list on a daily basis
But it may suffice
- To ensure that all entries of a certain age on some lists are being actively worked
Or
- To recommend that certain lists are reviewed only weekly or monthly
Function OFFICE WORK LIST SUMMARY allows you to monitor the number of entries on any work list. Function WORK LIST STATISTICS allows you to view a detailed age profile of any selected work list. (Note: If your office is responsible for more than one area of Revenue activity, to see the full workstate position you will need to access these functions under your user roles for each Revenue activity.)
The Work Management filter facility, described below, will help you to monitor progress in clearing items from work lists. You can filter on any of the specific details held by Work Management. In particular, you can filter on the following aspects
- B/f cases for a particular operator, by reference to the operator initials in the b/f note
- Cases where a b/f date has not been set against the work item
- Cases where the recorded b/f date has passed
- Cases where the work item was created before a specified date
Operator level
When accessing a work list, you will be presented with a list of all work items
- Of the same work type
- For your Organisation Unit
- Under your user role
You can use function FILTER & SORT WORK LIST to create a personal view of a selected list. For example, if your responsibilities are allocation based, you can filter out all work items not within your allocation. Having done so, by using the save facility, you can ensure that whenever that list is accessed in the future, only work items falling within your allocation are displayed.
Order of presentation
Work lists are initially presented in a set order. The order of presentation varies according to the work list.
Function FILTER & SORT WORK LIST allows you to change the order of presentation. For example
- In employer reference order and, within that sequence, in alphabetical order
Or
- In file number order, using the last six characters of the UTR
Again the save facility may be used.
You may change the filter and sort criteria whenever you wish, either for a one-off review, or to save the new criteria. (Note: The set order is lost when a personal order of presentation is saved. It can only be reinstated by selecting the set sort criteria, and saving it if required.)
It is recommended that on occasions you filter and / or sort the list on the age of the work items, for the purpose of reviewing ‘older cases’ that may previously have been overlooked.
You will also find the filter facility useful in identifying cases
- Where a b/f date has not been set against the work item
- The recorded b/f date has passed
In the first instance, you will have to sort the list to identify the earliest b/f date. Having done so, you can filter the list on ‘Less than’ the day immediately preceding that date. You may find it more convenient to simply sort the list on descending b/f date order. Those items not holding a b/f date will then be presented at the beginning of the list.
In the second instance, you can filter the list on ‘Less than’ the date that you have chosen.
You may also use the sort facility to identify those items not holding a b/f note. Sort the list on descending b/f note order, and those items not holding a b/f note will then be presented at the beginning of the list.
Processing work lists
The following list shows the work lists that can be allocated to an office with processing responsibility. The lists are presented in alphabetical order within review frequency under the headings Clerical, Compliance and Management.
Clerical
| Work list name | Review frequency | More information |
|---|---|---|
| W061 Class 2 NICS and Marriage updates | As directed | SAM71165 |
| W030 Inhibited automatic repayments | As directed | SAM71110 |
| W041 Manual statement issue | As directed | SAM71132 |
| W044 Over-Repayments | As directed | SAM71138 |
| W029 Rejected repayments | As directed | SAM71108 |
| W018 Review Revenue assessments | As directed | SAM71098 |
| W049 Short Tax Return Rejection Work List | As directed | SAM71148 |
| W050 CID Framework Rejection List | As directed | SAM71150 |
| W051 Daily Returns Review - Ceased Date Set (Decommissioned April 2012) | As directed | SAM71152 |
| W052 Daily Returns Review - SA/PAYE Auto-coding exceptions | As directed | SAM71154 |
| W053 Daily Returns Review - Electronic Return Cases | As directed | SAM71156 |
| W055 Failed Online Amendments | As directed | SAM71159 |
| W059 Online Return Rejections | As directed | SAM71163 |
| W037 Reduction of amount coded out | As directed | SAM71124 |
| W057 Review FSC from return amendment | As directed | SAM71161 |
| W024 Duplicate return logged - original already logged or captured | As directed | SAM71102 |
| W016 Manual issue of returns | As directed | SAM71094 |
| W035 Manual issue of review form 575 | As directed | SAM71120 |
| W047 Overpayments in Closed Cases | As directed | SAM71144 |
| W013 Potential transfer cases | As directed | SAM71088 |
| W042 Returns not captured | As directed | SAM71134 |
| W054 Weekly Returns Review List | As directed | SAM71158 |
| W015 Open appeals | As directed | SAM71092 |
| W039 Potential non-filers (currently not available) | As directed | SAM71128 |
| W019 Review informal standovers | As directed | SAM71100 |
| W048 Permanent Notes Review Work list | No review needed as work list is not used at present | SAM71146 |
Compliance
| Work list name | Review frequency | More information |
|---|---|---|
| W036 Informal discharge review | Daily | SAM71122 |
The other work lists in the Compliance area are held on the CQI Workbench.
Detailed advice on the creation of work items, and the information held on work lists on the CQI Workbench, is available in the section ‘Compliance Work lists’, (SAM33000 onwards).
Management
| Work list name | Review frequency | More information |
|---|---|---|
| W043 Repayments for Quality Checks | Immediate | SAM71136 |
| W028 Repayments to be authorised or cancelled | Immediate | SAM71106 |
| W038 Freestanding credit review | Daily | SAM71126 |
| W040 Inhibited statements | Daily | SAM71130 |
| W033 Transfer to COP security review | Daily | SAM71116 |
| W025 Fully captured / unlogged returns | Weekly | SAM71104 |
| W034 Sundry charge quality check | Monthly | SAM71118 |
Technical work lists
The following three lists show the work lists that can be allocated to an office with technical responsibility. The lists are presented in alphabetical order within review frequency under the headings Clerical, Compliance and Management.
Clerical
| Work list name | Review frequency | More information |
|---|---|---|
| W051 Daily Returns Review - Ceased Date Set (Decommissioned April 2012) | Daily | SAM71152 |
| W055 Failed Online Amendments and HMRC Corrections | Daily | SAM71159 |
| W056 Partnership Online Amendments | Daily | SAM71160 |
| W013 Potential transfer cases | Weekly | SAM71088 |
| W015 Open appeals | As directed | SAM71092 |
| W019 Review informal standovers | Monthly | SAM71100 |
| W048 Permanent Notes Review Work List | No review needed as work list is not used at present | SAM71146 |
Compliance
| Work list name | Review frequency | More information |
|---|---|---|
| W036 Informal discharge review | Daily | SAM71122 |
The other work lists in the Compliance area are held on the CQI Workbench.
Detailed advice on the creation of work items, and the information held on work lists on the CQI Workbench, is available in the section ‘Compliance Work lists’, (SAM33000 onwards).
Management
| Work list name | Review frequency | More information |
|---|---|---|
| W040 Inhibited statements | Daily | SAM71130 |
Recovery work lists
The following two lists show the work lists that can be allocated to an office with recovery responsibility. The lists are presented in alphabetical order within review frequency under the headings Clerical and Management.
Clerical
| Work list name | Review frequency | More information |
|---|---|---|
| W008 Outstanding debt and / or return | Daily | SAM71080 |
| W011 Review remission for cancellation | Daily | SAM71084 |
| W032 RLS cases | Daily / Weekly | SAM71114 |
| W013 Potential transfer cases | Weekly | SAM71088 |
| W014 Bankruptcy or voluntary arrangement cases | Monthly | SAM71090 |
| W019 Review informal standovers | Monthly | SAM71100 |
| W010 BF Penalty for Issue | No review required | SAM71082 |
Management
| Work list name | Review frequency | More information |
|---|---|---|
| W040 Inhibited statements | Daily | SAM71130 |
| W012 Remissions and remission cancellation quality assurance | As advised by your Area Office | SAM71086 |