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HMRC internal manual

Tax Credits Manual

How to access Common Enquiry Service

Step 1

Note: You must have access to the Child Benefit computer systems CBIX and CBOL. To find out how to do this

  • access the ‘Benefits & Credits’ homepage
  • select ‘R’ on the ‘A-Z index’
  • select ‘Roles and Access to tax credits and Child Benefit Services’. Full instructions on how to request access to the Child Benefit computer systems are shown as ‘CBOL Access’ on the ‘How Do I’ list.


Access CBOL from your computer desktop. To do this

  • select ‘Start’
  • select ‘My Services’
  • select ‘Corporate Services’
  • select ‘Tax Credits’
  • select your designated CB MFS Icon.


  • select ‘Start’
  • select ‘All programs’
  • select ‘CBO OpStrat Services’ from the options available
  • select your designated CBO MFS icon

Note: Your manager will be able to provide you with your designated CBO MFS icon.

  • select ‘1 CBOL Service’ from the options available
  • enter your password in the ‘Please Sign On’ field
  • select ‘Enter’. You will be taken to the ‘Dialogue Menu’ screen
  • go to Step 2.

Step 2

To access the customer’s Common Enquiry (CES) record, on the ‘Dialogue Menu’ screen

  • enter ‘CE001’ in the ‘Next Dialogue’ field
  • select ‘Enter’
  • enter ISL (For income Support) or JSA (for Jobseeker’s Allowance or Employment and Support Allowance) in the Target System
  • enter 100510 in the Owning Office
  • enter the customers NINO in the ‘NINO’ field
  • enter first three letters of surname in Customer Surname
  • select ‘Enter’
  • Input ‘Y’ in any field in the CES - select dialogue screen
  • Select ‘Enter’
  • An error message will display advising the record cannot be found. Press F2 and the system will now do a DCI trace to find the owning office.
  • The select dialogue screen will display again but with the DWP owning office serial number will be shown. You can now select the appropriate dialogue to view the information you need.