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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to use Digital Mail Service (DMS)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Step 1

In ‘My Services’

  • select ‘Corporate Services’
  • select ‘Tools’
  • select ‘Digital Mail Service’
  • go to Step 2.

Step 2

  • access Digital Mail Service using your log in details (PID and Password)
  • go to Step 3.

Step 3

If you are dealing with a new work item, go to Step 4.

If you are dealing with a ‘return to user’ expired BF, go to Step 5.

If you are searching for returned correspondence, or dealing with an expired BF, go to Step 6.

Step 4

  • select ‘Get Next Unassigned Task’ to acquire the next document
  • select ‘Related Items’ to check for additional documents

If no further related items are shown, go to Step 7.

If further related items are shown

  • select a related work item
  • select ‘Acquire Task’ to acquire the item
  • go to Step 7.

Step 5

  • select ‘my items’ to view pending assigned items
    Note: Any cases that were BF ‘return to user’ will appear here from the date that the BF has expired.
  • select the relevant work item
  • go to Step 7.

Step 6

Check for expired BF or search for returned correspondence.

  • select ‘Search’ and enter ‘Customer ID’ (NINO without the final letter)
  • make note of any items found
  • select ‘Acquire Task’ to acquire the item
  • select ‘Related Items’ to check for additional documents.

If further related items are shown

  • select a related work item
  • select ‘Acquire Task’ to acquire the item
  • go to Step 7.

If no further related items are shown, go to Step 7.

Step 7

Check to establish if the correspondence relates to your work area.

If the correspondence relates to your work area

  • return to the guidance that you were previously following
  • take relevant action
    then
  • return to this guidance.

If the correspondence relates to an alternative work area, go to Step 8.

When all relevant action is complete

If you are required to redirect the document, go to Step 8.

If you are required to BF the document, go to Step 9.

If you are required to close the document, go to Step 10.

Step 8

If you are required to redirect the document using DMS

  • establish the correct queue for the document. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • update DMS notes to show a category redirection
  • select the relevant category from the ‘Category’ drop down menu
  • select ‘Change Category’
  • end of action.

If you are required to redirect the document manually

  • print the document from DMS
  • update DMS notes to show a manual redirection
  • go to Step 10.

Step 9

Where you are required to BF the case

  • record actions taken using the DMS notes function
  • select the relevant date from the ‘BF return date’ calendar
  • select the ‘return to user’ checkbox if directed by your business area
  • select ‘send item to BF’
  • end of action.

Note: You must always add a DMS note before placing a document on BF. A BF can only be set for a maximum of 12 months.

Step 10

Where all required action is complete

  • record actions taken using the DMS notes function if applicable
  • select ‘Next Action’
  • select ‘Send to Close’ from the ‘Choose next steps’ menu
  • select ‘Finish’
  • end of action.