CH600710 - The One to Many approach: Caseflow process: contents: The role of Caseflow in OTM activity

There is a mandatory requirement for OTM Upstream cases to be noted on Caseflow. For areas that don’t use Caseflow please follow the guidance for your line of business.

The use of Caseflow enables a central recording point for customers contacted and has multiple uses and benefits:

• Oversight of contact we have with our customers via Upstream OTM letter campaigns.
• Using caseflow in conjunction with the Compliance Project Framework will provide clear audit trails of activity using the Caseflow PID which will also be logged as part of the OTM Assurance process.
• Deeper insight into customer behaviour, creating opportunities for new avenues of compliance, such as serial non-respondents.
• A more informed overview of Upstream compliance results across CCG with reports being able to be run.
• Ongoing record of historical contacts can be used to highlight all previous Upstream OTM compliance history when running new risk-profiles in CONNECT, in the same way previous enquiry history is highlighted for downstream work. This will enable us to better evaluate activities.
• We will be able to identify customers receiving multiple letters and use this to identify those customers where extra support or a different approach may be needed.
• Cases can be cross referenced by the OTM Governance team to ensure that all activities are going through the correct governance.