Workflow Functionality
Overview
The following should act as a guide on the workflow functionality and checklists on Mantle.
Generally, each task i.e. a data change or a request for a retirement quotation will have an individual mantle workflow which will outline several steps to action that specific task.
Each workflow has two main sections, the top half which details the task type, task number and member number as well as the start date of the task and the associated SLA (Service Level Agreement) for when the task must be completed. It will also show who the task is currently allocated to.
The bottom half of the workflow contains 5 tabs as detailed below.
Checklist
This outlines the basic steps which should be covered to complete the task. These steps are not exhaustive but provides guidance on how to complete the request. The checklist will typically be formed of 3 stages; stage 1 – process the request, stage 2 – peer review of the action taken, and stage 3 – finalise the request - typically by issuing any correspondence produced.
Details and Diary Dates
This tab will summarise the details of the task as well as allowing a user to add a diary date. A diary date would be entered where you are unable to complete a task and have had to request information from an external party and therefore the case is put on hold.
The diary date would be used as a reminder for you to follow up on any outstanding information to allow you to progress the task.
When a diary has been actioned the date should be updated if the case remains on hold. When complete and/or an external has been concluded the diary date should be removed to flag a workflow as actionable.
When a diary date is added the workflow will be moved to the bottom of the workflow task list on the Administrator Dashboard until the diary date occurs (with a calendar icon, indicating the diary date is in the future).
Once the diary date occurs the task is moved up within the workflow list and the calendar icon is gone - this indicates that the task is back to be reviewed but will remain as With External unless this has also been ended. The task should then be actioned (usually a chaser) and a future diary date added if required.
There are also two options to flag a task as hidden in reports and hidden on member portal – these are typically defined during the workflow and not routinely edited by the administrator.
Externals
Externals are where you reflect any time the case has been on hold awaiting an external party to provide information to allow you to complete the request. This section requires the user to enter details of the external i.e. a third party such as an AVC provider and the dates the information was outstanding between.
Multiple externals can be added to any one checklist, but dates should not overlap.
When a workflow is set to external the SLA is put on hold and a provisional expected due by date is shown. Once the end date of the external has been added the SLA target date will amend to reflect the period on hold.
An end date must be added to flag a workflow as actionable. Any diary date recorded should be removed when an end date is added to an external.
The narrative entered for the external is displayed on the Stewardship Report Casework Detail.
Notes
This tab can be used to flag a brief message to another team member whilst the task is being worked on. As an example someone peer reviewing the case may feel that another action needs to be taken and they can add a note to reflect this and pass it back to the original administrator to process.
Additionally, the notes can be made visible in the Stewardship Reports if required by ticking the box marked “Show on Reports”, if required this should be ticked when the comment is added – please make sure the format/content is appropriate for client reporting.
Documents
This tab allows for documents to be uploaded to the member record, this can also be completed through the documents section on the member record directly.