CALL REDUCTION
Feature ADO 70844 Check application Status
Name
Role
Scott Cooper
Business Analyst
Carol Stine
Business Analyst
1982
Emma Pech
Senior Advisor Operational Policy
Donna Walker
Principal Process Analyst
Act
Olivia Hannah
Senior Privacy Advisor
Mike Davenport
Security Consultant
Mihi Haggie
Content Developer
Rajat Goyal
Project Architect
Satya Vasomsetti
Security Consultant
Jeffrey Lu
Senior Service Design Advisor

Problem Statement
Information
Currently, when a customer logs onto the DIA website they can either create a new application or
continue a draft application, however the customer has no insight into the ‘in-flight’ or completed
status of their application(s).
Objective
Official
The objective of ADO 70844 is to provide more status detail for the customer in simple easy to
understand language so they can track the progress of their application(s)
the
Scoping

In-Scope
under
•  All certificates are in scope for tracking, along with Citizenship and Passport
products

Out of Scope

Released
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1982
Future Process Flow
This feature is an enhancement to current state, not a change in customer process flow:
Act
Information
Official
the
under

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Released

Requirements
ADO
REQ #  Evolve
Title
Requirement
Rationale
Priority
FEATURE
ADO
#
78044
79433  67678,  Update Portal
GIVEN that customer will want to know the status of their application(s)
DIA Customer Portal will be
Must
71174
Status When
WHEN a status change occurs on one of the customer’s submitted application(s)
updated every time a status
Have
changed
changes on an Application
THEN the customer Portal will reflect the status of the product or service in customer
language as close as possible to real time
78044
79434  67678,  View Status(es)
GIVEN a customer has successful y logged into the Portal
Customer wil  be able to see
Must
71174
on
WHEN the customer views submitted applications(s)
Status codes on Applications
Have
Applications(s)
THEN the customer wil  see the status of the applications
Out of Scope
Out of Scope
under the Official Information Act 1982
Page 3 of 5
Released

1982
ADO
REQ #  Evolve
Title
Requirement
Rationale
Priority
FEATURE
ADO
#
Act
78044
79438  67678,  Customer sees
GIVEN a customer has submitted a Passport Application
The customer wil  see that
Must
71174
Issued Status
WHEN a customer logs on to the customer Portal and sees an ‘Issued’ status for their
Passport app status is Issued
Have
and wil  also see tracking

Passport
number on portal for courier

AND
delivery as they must sign for
WHEN the Customer has opted for courier
document
THEN the courier tracking number for the Passport courier is also displayed to the
customer via the customer Portal
AND the LISO via the CCMS application

WHEN the customer has opted for a counter col ect
Information
THEN the message wil  read ‘Passport is ready for col ection’
78044
79439  67678,  Permission to
GIVEN that privacy policy states that only the applicant OR consenting guardian can
The Customer can only view
Must
71174
View
see the status of a submitted passport application
those applications they are
Have
al owed to per Privacy Policy

WHEN a person logged onto the customer portal

THEN they wil  only see the status of the submitted applications where they are the
subject or Consenting Guardian.  (‘On Behalf Of’ wil  not be able to view status on the
application they helped the applicant fil  out)
Official
Out of Scope
the
78044
79443  67678,  Timed Status
GIVEN when there are al  passports are likely to be auto approved within a short
The customer wil  receive
Must
71174
Updates for
timeframe (1 to 5 minutes)
status notifications in a
Have
Quick auto
timely manner – to be

WHEN the customer goes to view the status of the applications
approved
decided by the business – as
under

applications
THEN a customer wil  receive notification(s) in an agreed timed interval.
the business does not want
(clarify with Emma P)
the customer to know how
quickly some applications are
processed.
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Released

Customer Status Codes
The fol owing table contain the statuses that are currently used in DIA’s Kiwi and CCMS systems.
These are not seen by the customer. Mapping of Kiwi and CCMS statuses to the new Customer facing
portal status will enhance customer knowledge and potentially reduce calls as they will see progress.
Below are proposed statuses to engage the team in discussion:
1982
Passport Status
Proposed Customer Facing
(backend only – not customer
Portal Status examples
facing)
Act
Created
In progress
Work Required
In progress
Pending Identity Proofing
In Progress
Pending Bring-up
We need something from you
Pending Investigation
In progress
Approved
In progress
Awaiting Manual Approval
In progress
Pending Issue
Pending Issue
Issued
Issued
Information
Cancel ed
Cancel ed

Citizenship Status
Proposed Customer Facing
(backend only – not customer
Portal Status examples
facing)
Official
Submitted
In progress
Al ocated
In progress
the
In Progress
In progress
Waiting for Minister Approval In progress
Approved
In progress
Waiting for Ceremony
Awaiting Ceremony
Al ocated to Ceremony
Al ocated to Ceremony
under
Waiting for Complete
Waiting for Complete
Submission Required
In progress
Submission in Progress
In progress
Submission Ready
In progress
Submission Closed
In progress
Withdrawn
Withdrawn
Cancel ed
Cancel ed
Completed
Completed
Released

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Document Outline