IKUSI ONE 118 User manual

FTC – Case Information
Management System
Training Guide

Training Guide Page i
Table of Contents
Training Guide.................................................................................................................... 1
Opening the Application..................................................................................................... 1
Adding a Database to your Bookmark Bar..................................................................... 3
Open a database from the Bookmark Bar................................................................... 4
CIMS Application............................................................................................................... 5
Searching......................................................................................................................... 6
Searching in a view via sorted columns................................................................................ 6
Searching in a view via the full text index ............................................................................. 6
Action Bar Buttons ......................................................................................................... 7
Phone Call Complaints ................................................................................................... 8
Creating a Phone Call Complaint ............................................................................... 8
Closing a Phone Call Complaint............................................................................... 10
Opening a Case From a Phone Call Complaint........................................................ 10
Creating a New Case from Scratch........................................................................... 12
Anti-Competitive Practices Complaint............................................................................. 13
Case Summary Tab....................................................................................................... 13
Documents Tab............................................................................................................. 14
Management Summary Tab.......................................................................................... 15
Comments..................................................................................................................... 15
Current Activity Tab..................................................................................................... 16
History Log................................................................................................................... 16
Anti-Competitive Practices Complaint Process............................................................ 17
Initiating a Case ............................................................................................................ 21
Generate Acknowledgement Letter .............................................................................. 21
Classify Case................................................................................................................. 22
Preliminary Enquiry...................................................................................................... 22
Full Enquiry.................................................................................................................. 23
Prepare Report. ............................................................................................................. 23
Approve Staff Report.................................................................................................... 24
Meet the Respondent..................................................................................................... 24
Assign Attorney............................................................................................................ 25
Prepare the consent ....................................................................................................... 25
Approval - Department Head........................................................................................ 26
Director Approval......................................................................................................... 26
Submit Closure Request................................................................................................ 27
Closure Report.............................................................................................................. 27
Head Evaluates.............................................................................................................. 28
Enter Close Date........................................................................................................... 28
Close the Case............................................................................................................... 29
Dept Head Evaluation................................................................................................... 29
Director Evaluation....................................................................................................... 30
Commissioner Evaluates............................................................................................... 30
Create Suit..................................................................................................................... 31
Consumer Protection Complaint....................................................................................... 32
Case Summary Tab....................................................................................................... 32

Training Guide Page ii
CP Workflow Process................................................................................................... 34
Initiation........................................................................................................................ 36
Assign Officer............................................................................................................... 36
Officer Acknowledgement............................................................................................ 36
Classify Case................................................................................................................. 36
Request Evidence.......................................................................................................... 36
Check Response............................................................................................................ 37
Case Determination....................................................................................................... 37
Contact Respondent...................................................................................................... 38
Respondent Responded................................................................................................. 38
Submit Closure Request................................................................................................ 39
Head Evaluates.............................................................................................................. 39
Enter Close Date........................................................................................................... 40
Close the Case............................................................................................................... 40

Training Guide Page iii
Table of Figures
Figure 1 - Lotus Notes Client - Welcome Page.................................................................. 1
Figure 2 - File Open Database Window ............................................................................. 3
Figure 3 - Add Bookmark................................................................................................... 3
Figure 4 - Navigating in CIMS........................................................................................... 5
Figure 5- Starts with search window .................................................................................. 6
Figure 6 – Full Text Search Bar.......................................................................................... 6
Figure 7 - Phone Call Complaint - Part 1 ........................................................................... 8
Figure 8 - Phone Call Complaint - Part 2 ........................................................................... 9
Figure 9 - Select Keywords Window.................................................................................. 9
Figure 10 - Phone Call Complaint - Current Activity....................................................... 10
Figure 11 - Phone Call Complaint - Current Activity – Open Case................................. 11
Figure 12 - Select Case Type............................................................................................ 12
Figure 13 - Anti-Competitive Practices Complaint - Case Summary - Part 1.................. 13
Figure 14 - Anti-Competitive Practices Complaint - Case Summary Part 2.................... 14
Figure 15 - Anti-Competitive Practices Complaint - Documents Tab ............................. 14
Figure 16 - Anti-Competitive Practices Complaint - Management Summary ................. 15
Figure 17 - Anti-Competitive Practices Complaint - Comments...................................... 15
Figure 18 - Anti-Competitive Practices Complaint - Current Activity............................. 16
Figure 19 - Anti-Competitive Practices Complaint - History Log ................................... 16
Figure 20 - ACP Workflow - Part 1.................................................................................. 17
Figure 21 - ACP Workflow - Part 2.................................................................................. 18
Figure 22 - ACP Workflow - Part 3.................................................................................. 19
Figure 23 - ACP Workflow - Part 4.................................................................................. 20
Figure 24 - Acknowledgement Letter............................................................................... 21
Figure 25 - Classify a Case............................................................................................... 22
Figure 26 - Preliminary Inquiry........................................................................................ 22
Figure 27- Full Inquiry...................................................................................................... 23
Figure 28 - Prepare Report................................................................................................ 23
Figure 29 - Approve Staff Report..................................................................................... 24
Figure 30 - Meet the Repondent ....................................................................................... 24
Figure 31 - Assign Attorney ............................................................................................. 25
Figure 32 - Prepare Consent ............................................................................................. 25
Figure 33 - Approval Department Head ........................................................................... 26
Figure 34 - Director Approval .......................................................................................... 26
Figure 35 - Submit Closure Request................................................................................. 27
Figure 36 - Closure Report ............................................................................................... 27
Figure 37 - Head Evaluates............................................................................................... 28
Figure 38 - Enter Close Date ............................................................................................ 28
Figure 39 - Close the Case................................................................................................ 29
Figure 40 - Dept Head Evaluation.................................................................................... 29
Figure 41 - Director Evaluation........................................................................................ 30
Figure 42 - Commissioner Evaluates................................................................................ 30
Figure 43 - Create Suit...................................................................................................... 31
Figure 44 - Consumer Protection Complaint - Case Summary ........................................ 32

Training Guide Page iv
Figure 45 - Consumer Protection Complaint - Case Summary Part 2.............................. 33
Figure 46 - CP Workflow - Part 1..................................................................................... 34
Figure 47 - CP Workflow - Part 2..................................................................................... 35
Figure 48 - Request Evidence........................................................................................... 36
Figure 49 - Check Response ............................................................................................. 37
Figure 50 - Case Determination........................................................................................ 37
Figure 51 - Contact Respondent ....................................................................................... 38
Figure 52 - Respondent Responded.................................................................................. 38
Figure 53 - Submit Closure Request................................................................................. 39
Figure 54 - Head Evaluates............................................................................................... 39
Figure 55 - Enter Close Date ............................................................................................ 40
Figure 56 - Close the Case................................................................................................ 40

Training Guide Page 1
Training Guide
This document is to be used as a training guide for the new Workflow Management
System that is being installed at the Fair Trading Commission in February 2004. The
application (CIMS) was created using Lotus Notes, Lotus Workflow, and Domino.Doc.
Opening the Application
To open the application click on the icon on your desktop.
You will be prompted for a password.
Enter your password and click OK. The Notes Client will load.
Figure 1 - Lotus Notes Client - Welcome Page

Training Guide Page 2
For more information on how to use the Lotus Notes Client, please click on Help\Help
Topics in the main menu. The following diagram points out navigation items within the
notes client.

Training Guide Page 3
Adding a Database to your Bookmark Bar
Select File\Database Open from the main menu. The Open database window will appear.
Figure 2 - File Open Database Window
Select the database you want to bookmark. And click on . The following
window will appear.
Figure 3 - Add Bookmark
Select the Bookmark Bar or create a New Folder, then click OK.
And the Icon for the database will be added to your Bookmark Bar.
The CIMS application has the following icon.

Training Guide Page 4
Open a database from the Bookmark Bar
Simply click on the icon you want to open the database for.

Training Guide Page 5
CIMS Application
The Case Information Management System (CIMS) Application is the mail access point
for the application.
The figure shows the View & Document Title, the Action Bar, and the Navigator.
Figure 4 - Navigating in CIMS
Links to all of the major views are grouped together in the Navigator. To expand a
category in the navigator, click on the icon (twisty). To collapse a category, click on
icon. Click on the items within a category to open that view.
The Action Bar will display icons for available actions within the view or on a document.

Training Guide Page 6
Searching
Searching in a view via sorted columns
Some of the views in the database have columns that can be sorted in ascending or descending
order. These columns are denoted by the after the column heading. means ascending and
means descending. After selecting the column you want to search by, just start typing and the
Figure 5- Starts with search window
will appear. You can then click on search to jump to the first document that starts with what you
have entered. If it can’t find a match it will be displayed in the status bar at the bottom of the
notes client.
Searching in a view via the full text index
You can toggle the search capability by selecting View \Search this view form the menu.
When the search view is activated you will see the following located at the top of the view.
Figure 6 – Full Text Search Bar

Training Guide Page 7
Action Bar Buttons
The following section goes over the action buttons that are shown within the application.
The will appear or not appear depending on your level of access and if the action is
appropriate or not.
Closes the current window.
Saves the document as a draft.
Saves the document as complete and goes
to the next step in the workflow.
Shows you the workflow diagram using the
workflow viewer or shows the detail of the
current workflow step.
Allows a Manager/Department Head to
reroute the case to a different step in the
workflow.
Refreshes the document.
Claims the document by you (If you have
the permission) and puts it in edit mode.
Domino Workflow Help.
Creates a New Phone Complaint
Creates a New ACP or CP Complaint
Claims the Selected document
Creates a comment for a ACP or CP
Complaint

Training Guide Page 8
Phone Call Complaints
Click on any of the links under “All Calls” in the Navigator to view Calls By:
•ID
•Informant
•Respondent
•Date Created
•Breach Type
•Completed
Creating a Phone Call Complaint
Within any of these views you will be able to create a Phone Call Complaint by clicking
on in the action bar.
A new FTC Phone Call Complaint will appear.
Figure 7 - Phone Call Complaint - Part 1

Training Guide Page 9
Complaint Information in Phone Call Complaint Record.
Figure 8 - Phone Call Complaint - Part 2
Fields with an * are required.
Fields with a have a popup list of values. Click on the icon to display the list.
Figure 9 - Select Keywords Window.
Complete the form and click when you are ready to move the phone
complaint to the next step.

Training Guide Page 10
Closing a Phone Call Complaint
Find a complaint that you want to close. Open the document and click on
in the action bar.
Figure 10 - Phone Call Complaint - Current Activity
Select “Close Phone Call Complaint” and enter the reason for closure.
Then click on
Opening a Case From a Phone Call Complaint
Find a complaint that you want to close. Open the document and click on
in the action bar.

Training Guide Page 11
Figure 11 - Phone Call Complaint - Current Activity – Open Case
Select “Open” and select the type of complaint.
Then click on
The case will be assigned a Case Id. You will be prompted with the following message.
The Phone Call has been closed and a new case has been opened.

Training Guide Page 12
Creating a New Case from Scratch
You can create a new case by going to any of the “Case” or “My Work” views. Once
you have opened one of these views, click on in the action bar.
Select the case type from the Drop down.
Figure 12 - Select Case Type
Click OK.

Training Guide Page 13
Anti-Competitive Practices Complaint
Anti-Competitive Practices Complaint (ACP) has the following tabs to display
information:
•Current Activity
•Case Summary
•Documents
•Management Summary
•Comments
•History Log
Case Summary Tab
Click on Case Summary to view the details of the case.
Figure 13 - Anti-Competitive Practices Complaint - Case Summary - Part 1

Training Guide Page 14
Figure 14 - Anti-Competitive Practices Complaint - Case Summary Part 2
Documents Tab
Click on Open Documents to view the binders associated with the document.
Figure 15 - Anti-Competitive Practices Complaint - Documents Tab

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.
Management Summary Tab
Define the complexity of the case as well as enter Management Notes.
Figure 16 - Anti-Competitive Practices Complaint - Management Summary
Comments
View comments entered for a case.
Figure 17 - Anti-Competitive Practices Complaint - Comments