Note:

Users will enter the remaining case information not entered in clerical onto the Pega case and into the database. If the case is marked as a Quick Closure, the user will input all the information into the database.

Suspense Activities:• Beginning Suspense Period: Users have the option to suspend a case for additional information or payment.• Ending Suspense Period: Suspense period (30 or 60 calendar days) has expired, or a response has been received. User should continue working the case.

Resolution Outcomes: User records the outcome (approved, rejected or suspended) for each requested record.

Post-Processing: Case Closeout: — User completes approval or rejection of each record in USRC and EFS.

Optional Actions:

Suspend Case:

Route to Manager: Users may require clarification on a case and can suspend the case to the manager for assistance.

Request Payment Update: Users have the option to request an update to payment details (partial, rejected or no payment). This will route the case back to clerical.

Update Case Details: Users can update case details if an error is located.

Resolve as a Duplicate: Users may determine that a case is a duplicate of another case, they have the option to resolve the case as a duplicate.

Reopen: After closing a case, if a user needs to make an update to a closed case, they can reopen it.• Adjustment of Rejected Records: Users can adjust the number of rejected records.• Add New Record: Users can add additional records to a previously closed case.• Taxpayer Information Update: Users can update taxpayer information such as name or address.

Available Reports:

Daily Receipt Summary Report: Users can view daily summaries, broken down by week beginning on Sunday and ending Saturday, by clicking the ‘Daily Receipts’ icon in the main menu.

Throughput Report (less than 30 days): Users can view cases that have been resolved within the last 30 days.

Work Queue Inventory: Users can view the number of cases in each work queue.

Inventory by Status: Users can view the number of cases in each status.

Inventory Aging Report: Users can view all non-resolved cases based on the date they were received in a specific age range.

Suspended Inventory Report: Users can view the non-resolved cases that are in suspense based on the date they were suspended.

Reopened Case Summary Report: Users can view cases that have been reopened in the last 90 days, and the status of those cases.

Aged Records Report: Users can view the age breakdown of all cases in EFS Pega.

My Completed Cases: Users can view their completed cases.

Active Records and Certifications: Users can view the breakdown of uncontrolled and controlled records and certifications by age.