TCM1000250 - How to access function Manage Verification Failures to obtain details of existing customer and failed customer

Version 1.0

Changes to previous version - new guidance

Step 1

On the ‘Function Menu’

• select ‘Worklist’ on the toolbar
• select ‘Maintain’ from the options available. You will be taken to the ‘Maintain Worklist’ screen
• select ‘Verification Failures’ from the ‘Worklist Type’ field
• select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
• select the relevant work list item
• select ‘File’ on the toolbar
• select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
• select ‘Manage Ver Failures’
• select ‘OK’. You will be taken to the ‘Manage Verification Failures’ screen
• select the relevant verification failure
• select ‘Investigate’. You will be taken to the ‘Investigate Verification Failure’ screen where details of the existing customer will be shown
• in the ‘Matching Award Details’ field, note the existing customer’s
  • surname
  • forename
  • NINO
  • address
• select ‘OK’. You will be taken back to the ‘Manage Verification Failures’ screen
• select ‘Cancel’
• when a warning message displays, select ‘Yes’. You will be taken back to the ‘Maintain Worklist’ screen
• go to Step 2 to obtain the failed customer’s details.

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Step 2

On the ‘Maintain Worklist’ screen

• select ‘Verification Failures’ from the ‘Worklist Type’ field
• select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
• select the relevant work list item
• select ‘File’ on the toolbar
• select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
• select ‘View Application’
• select ‘OK’. You will be taken to the ‘Applicant Details’ screen for the failed customer
• note the failed customer’s
  • name
  • address
  • NINO
• select ‘Continue’. You will be taken to the ‘Applicant 1 Additional Information’ screen
• note the failed customer’s
  • telephone numbers.