EVOLVE-storyboard-for-IBIS-Fundamentals.pdf

NAME OF MODULE IBIS FUNDARMENTALS
1
SB
Storyboard Template
BUSINESS UNIT LITTER
MODULE CODE UNIQUE CODE E.G. AOICM1
DURATION 15 MIN (PLUS READING TIME)
Stakeholder Review Instruction
• This storyboard details the exact wording to be used in the final module.
• Please focus on the middle column entitled ‘Content/Wording’ and any ‘Notes’ in the far right column.
• Any text appearing in <red text with triangle brackets> will not appear on screen – this indicates notes to our
developers.
• The project scope allows for ONE review of the storyboard.
• All feedback should be captured using track changes or comments, and consolidated in one document for return to
Learning and Design.
• Once the storyboard has been signed off, any major wording changes will be seen as ‘out of scope’. For this reason, it
is vital that all key stakeholders are engaged at this point, exact wording is checked, and any change requests captured
as part of your review.
• Out of scope changes requested after storyboard sign-off are likely to affect timelines/cost.
VERSION HISTORY
Version Amendment Date Author
1.0 First Draft 23/03/18 Dimitra Macras
1.1 Final Draft 30/10/18 Hassey Wijetunge
1.2 Final proofed DD/MM/YY Firstname Surname
1.3 Stakeholder review DD/MM/YY Firstname Surname
1.4 Stakeholder edits accepted – FINAL VERSION DD/MM/YY Firstname Surname
Commented [SM1]: This would be a suitable example for
‘Authorised Officer Induction : Course 1 Module 1’

2
Module logic (functionality) Please review & edit logic
Module logic:
• Module progress: Locked menu (sequential) / Unlocked menu
• Interactions and questions: All mandatory unless stated that they are optional
• Videos must be started (viewed) to be marked as complete
• All links must open in a new window
Assessment logic:
• Formal assessment in module (separate final topic): YES / NO
• Assessment pass mark: 80% / 100% / other
• Number of attempts to answer questions: 2 (default) / 1 / other
• Question feedback: Hide (default) / Show
• Question marking: Show (default) / Hide
• Re-attempts allowed: None (default) / unlimited / other
• If learner fails assessment, they must contact their team leader for coaching,
and for their enrolment to be refreshed in the LMS so they can re-attempt
Module assets Module assets (images, videos, audio files, resource documents):
Include link to where assets to be used in the module have been saved.
Spelling and grammar As per EPA Victoria writing style – July 2018
Learning Objectives By completing this module learners will be able to:
• Introduce Ibis
• Login to the Ibis Training Environment
• Access the Ibis work instructions in the knowledge centre
• Navigate within Ibis
• Complete a search within Ibis.
Module Resources Notes
You can hyperlink to web pages / documents on the intranet from content or via adding a ‘Links’ interaction. However, you
can also upload resources directly into the module for learners to access via a ‘Resources’ tab or ‘Links’ interaction in the
module (so you are not relying on an external hyperlink).
<Resources page title> Resources
<Resources page description> Click any item below to open the resource.
<List of resources>
• Resource A
• Resource B
• Resource C
• etc.
Developer Notes:
Resource A asset title:
Resource B asset title:
Resource C asset title:

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MODULE MENU
Main Menu screen Notes
Ibis Fundamentals
Ibis is the organisational database used to support your role as well as collect and
store data relating to the whole of the EPA. The Ibis system has been configured to
align with processes and procedures of EPA and is a key resource. This training
module has been designed to introduce you to Ibis, the Ibis Training environment, and
the Ibis Knowledge Centre, which is a key tool that will help you navigate the system.
Visual: N/A
Media Instructions: N/A
Developer Notes:
Standard Evolve Menu screen.
Topic 1 title: The Ibis Concept
Topic 1 description: This will teach you everything you need to know to get started
with the Ibis system, which includes accessing, main screen, the terminology as well
accessing the Knowledge Centre to know more about the software.
Assets:
Asset title: tbc
Insert thumbnail of image
Topic 2 title: Navigation
Topic 2 description: This will teach you how to navigate through the system while
giving some important information.
Assets:
Asset title: tbc
Topic 3 title: Accounts
Topic 23 description: You will learn how to create accounts, search for accounts,
create accounts, edit accounts and see the relationship among accounts.
Assets:
Asset title: tbc
Topic 4 title: Worklists
Topic 4 description: This will be the central page you will access your alerts,
escalations, business transactions and tasks to perform.
Assets:
Asset title: tbc
Topic 5 title: Interaction Records
Topic 5 description: This is where you will learn to access the central information for
the EPA Call Centre & Customer Service to be accessed. This information includes
pollution reports, business notifications & requests for advice or information.
Assets:
Asset title: tbc
Topic 6 title: Stakeholder Interactions
Topic 6 description: You will learn to record interactions from stakeholders such as
emails, phone calls and meetings.
Assets:
Asset title: tbc
Topic 7 title: Searching in Ibis
Topic 7 description: You will learn how to search for services provided to EPA
stakeholders using the data within the Ibis transactions.
Assets:
Asset title: tbc
Topic 8 title: Document Management And Evidence Assets:

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Topic 8 description: You will learn how to attach necessary documents associated
with service advice.
Asset title: tbc
Topic 9 title: Graphic Information System (GIS)
Topic 9 description: You will learn the tools, databases and web maps for managing
location data.
Assets:
Asset title: tbc
Topic 10 title: Govern Authority Decisions (GAD)
Topic 10 description: You will learn about the process when a decision is required by
any party with any authority delegated by the chairman under EPA’s Instrument of
Delegation.
Assets:
Asset title: tbc
<Topic 4 title> Assessment
<Topic 4 description> After you have completed the other topics, you will be able to
attempt the assessment which includes ten multiple choice questions related to the
module. Complete all questions with a score of at least 80% to pass.
Assets:
Asset title: tbc
<etc>

NAME OF MODULE IBIS FUNDAMENTALS
5
MODULE STORYBOARD
Block type Content / Wording Notes
Topic 1 title: The Ibis Concept
Sub-topic title: Accessing Ibis
Video
An introductory video demonstrating how you could with access Ibis system. Subtitle text required when displaying
text on the video.
Due to the implementation timeframe, th
existing video will be provided.
External reference – Ibis Knowledge
Centre
Text + Images
Step by step guide will be provided on how to get into the Ibis system after you login to the computer
system.
A text based step by step guide needs to
provided.
Text Images
1. You can access Ibis by clicking on the “Ibis” icon in the desktop as show below.
Path: New Images/Topic01/Ibis
Concept/Accessing1

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2. A login screen window will open when you click the icon in step 1 as show below.
3. Enter your login details as shown below and click the “Log On” button.
Concept/Accessing2
Sub-topic title: Screen Components
Video
An explanatory video explaining the access areas, tools, functions and components you need to know when
accessing the Ibis system.
Due to the implementation timeframe, the
existing video will be provided.
Text + Images
A guide explaining each component, it’s purpose & how to use it is explained. By using a graphic image, the
learner/user will be able to refer to what part corresponds to the explanation.
Need the images and text
Sub-topic title: Terms
Text
A definition guide which explains the terminology used right throughout the Ibis Fundamental training. External reference – Ibis Knowledge
Centre
Activity
Activity is a class of transaction in Ibis that includes transactions for:
• capturing contact with stakeholders (e.g. Interaction Records, External
Communications / Activity Requests)
• tracking EPA work (e.g. Internal Activity Request)
Activity ID

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This is the ID number associated with an Activity. In some cases, the prefix number indicates
the type of transaction.
Alert Messages Alert messages, displayed at the top of an account or transaction, provide information or draw
attention to particular fields or actions. Alert messages are distinguished by three different
colours:
• Green: Confirm that an action has occurred.
• Yellow: Prompt you to check your entry.
Red: Warn that key information is missing and should be entered into the transaction before
proceeding further.
Assignment Block Assignment Blocks are the sections within a transaction or account that organise information.
The first assignment block is General Details and contains account contact information. Other
assignment blocks include: Roles, Relationships, Interaction History, Contacts, and Notes.
Different types of accounts and transactions have different combinations of assignment blocks.
Attachments Assignment Blocks are the sections within a transaction or account that organise information.
The first assignment block is General Details and contains account contact information. Other
assignment blocks include: Roles, Relationships, Interaction History, Contacts, and Notes.
Different types of accounts and transactions have different combinations of assignment blocks.
Authoritative Version Authorised version of the file.
Business Intelligence (BI) Reports BI is the term used in Ibis to refer to EPA’s business reports.
Ibis-related data is stored in the Business Warehouse and can be accessed via the EPA
Reporting Portal.

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Data is loaded into the Business Warehouse daily between 4am and 6am so the data is
accurate up until the previous day.
BI reports are used to analyse data. Data can be manipulated and displayed in other formats,
e.g. charts.
Business Partner ID See Relationship Partner ID
CARMS Computer Assisted Records Management System used by EPA to manage its hardcopy
records.
Categorization
Categories must be selected when creating a Service Order. This are selected using the
Category drop-down menus in the Service Order Details assignment block.
Categories are important for budgeting and reporting purposes.
Change History The Change History assignment block identifies data changes that have occurred during a
transaction.
Information displayed includes:
• Dates/time stamp
• Nature of the change
• The user who made the change.
Contact
A contact is a person who represents a company or group. ‘Contact’ can refer to both:
- an association between a Corporate or Group Account, and an Individual Account, that sets
up a person as a representative of a company or group. This is done using the Contacts
Assignment Block.
- a ‘role’ assigned to that person to show that they are a contact for a company or group. This
is viewed in the Roles Assignment Block for the individual account.

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Linking an Individual Account as a contact allows EPA staff to record and view a person’s
‘work’ details, such as function (position title) and work contact information, in a way that is only
visible from the linked Corporate or Group Account, or a Contacts search.
This keeps a person’s personal details separate from their ‘work’ details (displayed in separate
sections).
It also means that when searching for contacts a person may ‘display’ more than once, so their
contact information is only associated with the linked account.
Contacts have a Function that describes their position title within the Corporate or Group
Account, or if they are a sole trader or partner.
Corporate Account A Corporate Account is created for each business or premises of interest to EPA.
This includes:
• sole traders
• partnerships
• public & private companies
• not for profit community groups & clubs
• municipal councils
• water authorities
• statutory authorities
Corporation
This definition is about Corporations as a ‘legal entity.’ See Corporate Account for the Ibis
account type used for corporations and other entities.
A Corporation is a private or public company. Federal laws establish a corporation as a
separate legal entity having its own privileges and liabilities distinct from those of its directors,
staff and shareholders.
Some corporations are established by statute, such as water corporations (see Statutory
Corporation)

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Created By The ID of the EPA staff member (including Call Centre) who created the transaction. This is
automatically populated.
Evidence This assignment block captures the evidence associated with a particular transaction. For
example: a sample or photograph.
External ID Reference number from a legacy database external to Ibis. e.g. Stat Client
Follow-Up A Follow-Up Activity is a type of ‘sub transaction’ that relates to an ‘initial’ Service Order or
Activity. For example: s22 Notice, Internal Activity Request, s55 notice, s62B direction.
Function A person’s ‘Function’ is recorded when linking them as a contact against a Corporate or Group
account. This is a free text field that records their ‘position title,’ or:
• For a sole trader or partnership, use the term ‘sole trader’ or ‘partner’
• For a member of a group, record their role within that group
The Function displays in a contacts search and in the Contacts Assignment Block for a
Corporate or Group Account.
GAD See Govern Authority Decision
Geo-Location The Geographic Location the file relates to.
Govern Authority Decision
The Govern Authority Decision (GAD) transaction is used to facilitate governance of decision
making (e.g. approval or rejection of a statutory instrument).
In most cases, GAD is used for actions that must be approved by an Authority delegate. The
approval workflow is based on the Instrument of Delegation.
Group Account A type of account in Ibis that represents collections of companies or individuals with a common
interest. For example: a joint venture, companies within an industrial estate, a Board of
Directors or “Friends of…” groups.
iBase An iBase or Instrument is created in Ibis to represent a completed approval such as a licence.
It is automatically generated by Ibis once the transaction has been approved via the GAD
process.

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Ibis Alerts (RSS Feeds) RSS Feeds in Outlook are used to send alerts from Ibis. RSS, which stands for 'Really Simple
Syndication', works by periodically checking for changes (e.g. a new transaction in Ibis) and
then sending an Outlook message to the person who is assigned to the transaction.
Once set up, RSS feeds from Ibis provide alerts when:
• A new transaction is created, e.g. Interaction Record, Inspection or Licence
• The status of an existing transaction is updated, e.g. when an Interaction Record
becomes overdue.
Incoming Email Incoming emails from stakeholders may be saved to Ibis and associated with a transaction.
These will display in the Transaction History assignment block.
Incorporated Association Ibis term for an account that represents a natural person who has a relationship with the EPA.
This includes customers, employees, environmental auditors etc.
Inspection
An organised examination of an object, premises or site location or an activity. The results of
an inspection are usually used to assess the performance of an operation or activity.
EPA conducts a range of inspections in response to actual or likely non-compliances. These
are proactive inspections, reactive inspections and emergency response.
Instrument See iBase
Interaction History The Interaction History assignment block on an account lists any transactions against that
account. For example: Inspections, Incidents and Interaction Records.
Hyperlinks within the assignment block allow easy navigation to the transaction.
Interaction Log
Activity transactions for recording contact with stakeholders are ‘categorised’ as Interaction
Logs. For example, External Communications/Activity Request, Internal Activity Request,
Interaction Record.
The term Interaction Log appears when creating an Activity.

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Interaction Record Interaction Records are a type of Activity in Ibis.
Interaction Records log:
• pollution reports from the community
• business notifications of pollution
• requests for advice or information
They are created by the EPA Call Centre or Customer Service team and may be referred to
EPA staff.
A different Activity, External Communications/Activity Request, is used by EPA staff to record
their interactions with stakeholders.
iObject(Site) The iObject (Site) field refers to the physical location of the site that the plant will be built on.
The GIS coordinates are used to create the iObject (Site).
See Ibis Fundamentals > GIS
Knowledge Article Any EPA document, article, FAQ or information brochure that has been developed as a
resource for use in providing information to EPA stakeholders.
Marketing Attributes Marketing attributes may be used to segment a group of accounts based on a common theme.
This may be used to strategically target organisations who may be interested in a particular
campaign.
Notes
The Notes assignment block captures different types of free text that are entered as part of the
transaction workflow.
Notes are often categorised, and are sometimes required before a transaction can be saved or
progressed.
Outgoing Email Outgoing emails may be sent from an Ibis transaction as a Follow Up option. The Transaction
History assignment block records emails that are sent and received via Ibis.

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Parties Involved This assignment block lists the Partner Functions (people or organisations involved) associated
with the particular transaction. For example: it can display the ‘person responsible’ for actioning
the task, who created the transaction, and the external stakeholder involved (‘issued to
external’).
Partner Function Partner Functions are Ibis terms used to define the people and organisations that EPA
interacts with. Partner Functions relate to both internal and external stakeholders. Examples of
Partner Functions are:
• Sold-to Party (EPA Customer)
• Employee Responsible (EPA Employee)
• Team Responsible (EPA Team)
Partner Functions relevant for a particular transaction are listed in the Parties Involved
Assignment Block within the transaction.
Ibis searches involving external stakeholders, EPA teams and EPA employees require both the
Partner Function and Partner ID to be specified.
Portal The public facing portal to Ibis information.
Posting Date The Posting Date represents the date the transaction was entered into the system, not the date
that the work was completed. For example, the Posting Date for an inspection is the date the
Inspection was created in Ibis, not the date that the Inspection was carried out.
When searching, there are two date options that can be used:
• Posting Date (Timeframe): used to search for transactions with a posting date within a
certain period, for example: Last Week, Last Month or Last Year
• Posting Date: used to search for transactions with a specific posting date.
Premises A place where a business operates from (or may operate from in the future) that is of interest to
EPA. A company may have a number of premises associated with them via the has/is
premises relationship in the Relationships Assignment Block.

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Records
Any document, (electronic or physical) email, file, photo, image, plan.
Records information created, received and maintained as evidence by an organisation or
person in pursuance of legal obligations or in the transaction of business (AS ISO 15489).
Reference Objects The Reference Objects assignment block is used to link an iBase to a transaction or an
account.
Relationship
Relationships create a two way link between accounts in Ibis. For example: John Smith
(Individual account), is CEO of YVS Limited (Corporate account), and signs off the YVS Annual
Performance Statement. The relationship is “Is Responsible Person” from the perspective of
the Individual Account, or “Has Responsible Person” from the perspective of the Corporate
Account.
Relationships should also be used when linking a premise with a head office using “Has
Premises”/ “Is Premises of”.
It should also be used to link an individual as a member of a group using ‘Has Member”/“Is
Member of”.
Relationship Partner ID The reference number or account ID relating to a Partner Function. For example: external
stakeholder, EPA team or EPA employee.
Requested By/Requested by Unit These fields in the Parties Involved assignment block are require for most transactions and
must be manually set. ‘Requested by’ is usually the team leader of the unit that the request
originates from. Requested by Unit is the team that the request originates from. This is
important for budgeting purposes.
Roles The Roles assignment block on an account indicates how the EPA interacts with the
stakeholder. For example: Reporter, Accredited Agent, Contact Person and Sold To Party.
Sales Area Data This field is automatically populated for all new accounts created.
A default value of Environment Protection Authority must be entered into the Sales Area Data
assignment block on all accounts. This is an SAP requirement that has no real functionality for

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how Ibis works at EPA. However, accounts which do not have this value allocated may cause
error messages when accounts are used in certain transactions.
Scheduled Actions The Scheduled Actions assignment block of a transaction allows you to automatically execute
various pre-programmed tasks. For example, an automatic GAD request.
Service Order Service Order is a class of transaction in Ibis that includes transactions for many of EPA’s core
regulatory processes. For example:
• Works Approvals
• Licence applications
• Desktop Assessments
• Inspections
• Remedial Notices
Service Order ID The Ibis generated ID number unique to each Service Order. In some cases, the prefix number
indicates the type of Service Order. For example, all Audit Reports begin with the number "8
Service Request A class of Ibis transaction that includes transactions for creating Incidents and GAD referrals.
Site A place or point of interest to EPA such as a river, forest, etc.
Sold-to Party
Standard role used when EPA needs to associate a Service Order to an account. This is often
when the account is interacting with EPA in a process that involves fees (e.g. licence
applications, vehicle permits.)
The Sold to role is also used in Service Orders that do not involve a fee (e.g. Inspections), and
is also used to enable the ‘Has premises’ relationship.
NOTE: Historically, the role of Sold-to Party was understood as identifying a 'Head Office'
account or legal entity. Given the range of uses for Sold-to Party in Ibis, this is not a consistent
way to locate the ‘Head Office.’
Identification of a Head Office account should mainly be done through the use of Has
Premises/Is Premises of relationship, and legal details should be checked before starting a
statutory document.

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Stakeholder Any external person (see Target Audience Framework), staff member, organisation or group
that has a relationship with EPA.
Standalone Service Order A Standalone Service Order is the creation of a Service Order without direct links to a previous
transaction. For example: A Long Route Licence or a standalone Inspection.
Status The status indicates the progress of a transaction. Each transaction type has its own set of
statuses that it must progress through.
Statutory Authority A body set up by law which is authorised to enforce legislation on behalf of a country or State.
EPA is a statutory authority.
Statutory Corporation
A Statutory Corporation is a public body created by an Act of a State or Federal Parliament,
separating the organisation from normal government operations.
Examples of Statutory Corporations are water corporations and municipal councils.
Statutory Powers The powers delegated to EPA and its staff under the Environment Protection Act.
Subsidiary A wholly or partially owned company that is part of a large corporation. A company that has a
parent company.
Transaction A transaction is created whenever a task is performed in Ibis.
Examples of classes of transaction are:
• Activities
• Service Orders
• Service Requests.
Knowing what class of transaction, a particular EPA process falls within is important when it
comes to searching for a transaction.
Transaction History
The Transaction History assignment block displays all linked transactions (for example:
activities, service requests and emails) that relate to a transaction.
It displays the transaction type, creation date and current status of the transaction.
Hyperlinks within the Transaction History assignment block enable quick navigation to related
transactions.

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VMAS
VMAS stands for Victorian Mapping and Address Service. VMAS is linked to Ibis to validate
addresses assigned against Individual and Corporate accounts.
The preference is to always use structured addresses (which is the default address type).
Worklist The Worklist makes it easy to access Ibis transactions that require attention/action. It can be
filtered to display transactions that require attention from a particular party, or to display any
that are overdue.
Sub-topic title: Accessing Knowledge Centre
Video
A small screen capture demonstration of how to access the Ibis Knowledge Centre This needs to be screen captured with
audio commentary.
Text + Images
A brief text-based flow sequence explaining how to access the Ibis Knowledge Centre.
Introduction to Knowledge Centre
Knowledge Centre enables EPA team members to access training and reference material about how to use
IBIS to perform EPA processes.
They navigate to the Knowledge Centre via a link from the Ibis Intranet page – and are authenticated based
on their Windows Login Credentials.
This means their usage and progress is tracked and saved from the last point of usage.
Learners are presented with information on how to use the Knowledge Centre, including a description of the
different play modes available to them.
To help you solve a issue or to learn some function, the “Print It!” button comes in handy. It opens a
printable version of the training content they may use for future reference.

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[Information obtained from “UPK Guide_EPA_V0 4 April 2016” https://epavictoria-
my.sharepoint.com/:f:/r/personal/hassey_wijetunge_epa_vic_gov_au1/Documents/Public%20Share?csf=1&
e=jwTiPv]
Text Images
1. When you launch your Intranet site, click on the “Ibis” link as shown below.
2. When you click on the link, you will be prompted on a screen with two options (Ibis & Ibis
Knowledge Centre) as shown in the diagram.
Concept/Accessing KC1
Concept/Accessing KC2-1

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3. Now click on the link “Ibis Knowledge Centre” as shown in the diagram.
4. Now the Ibis Knowledge Centre will launch as shown below.
Concept/Accessing KC2-2
Concept/Accessing KC3
Sub-topic title: Topic summary
PRESENTATION:
Text & Graphic
Text and image
side-by-side.
<No Title>
This topic demonstrates the basic concept around the
Ibis system. This will help the user to understand why we
use this software and how it operates.
Instructions: Once you completed the interactions
above, click the forward arrow to continue to the
next topic.
<No Title>
<Image>
Assets:
Asset title: tbc

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Topic 2 title: Navigation
Sub-topic title: Important Information
Text
Some key important information when navigating the Ibis system is demonstrated. This will include key
terms which will be directly linked to the Ibis Knowledge Centre (as an external link). This can be grouped
as “Logins” and “System Relevant Details”.
By grouping the information, will help the user to clarify doubts and avoid confusions. Also, it will reduce the
number of calls to be made to the Help Desk in terms of login issues. Providing information about system
lock outs, timeouts and computer system housekeeping information is very useful to avoid frustrations when
systems failures occurs. By providing awareness will push the responsibility for the user to have good
working habits.
Ibis uses single sign-on so there is no need to enter a user name and password to log on.
System Timeout
Ibis times out after a 60-minute period of inactivity. Any unsaved changes are lost when Ibis times out. If
you are making modifications in Ibis, please ensure all work is saved prior to leaving your desk for an
extended period. When the system times out, you will be required to click a link to log back in (there is no
need to enter user name and password).
Sub-topic title: Main Features
Video
An explanatory video demonstrating the main features of the Ibis navigation. This will help the user to view
where each component is located and visualise what it does. Extra information or voice narration could be
provided with an explanation.
A screen capture is required for the
demonstration purposes.
Text + Image
A text and image-based information guide highlighting the main features around the navigation system of
Ibis is demonstrated. This will help us/the trainer to explain the components needed to navigate and then
what each does. Key terminology will be linked to Knowledge Centre for further information.
Please refer to the “Ibis fundamentals
User Guides” for the content.

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Centre
Text
Images
The Recent Items block in the left navigation menu provides an easy way to access transactions and
accounts that you have accessed recently.
Commonly used searches can be saved to avoid having to create them each time. Once saved, these
searches can be accessed from the Saved Searches dropdown box.
Ibis Worklists
The Worklist is made up of three main sections:
• Alerts - includes key dates when tasks fall due
• Workflow Tasks - displays Government Authority Decision (GAD) transactions requiring
approval
• Business Transactions - displays outstanding Interaction Records and Service Orders.
The Worklist provides:
• Team Leaders and Managers individual and team workloads and capacity, to support
allocation of tasks, e.g. if a team member is absent, a team leader can reallocate the work to
another team member.
• Individuals visibility of their workload, including items that are outstanding, items that are
overdue, GAD, peer and senior review activities and alerts that show key dates when items are
due.
Searching in Ibis

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Ibis provides a powerful and flexible search tool that enables you to search for services provided to EPA
stakeholders using the data within the Ibis transactions.
Ibis search is based on some key principles:
• Ibis groups EPA services and activities into four main classes of transactions; Service Orders (core
regulatory services and processes), Activities (follow-on regulatory activities and customer)
interactions, Ibases (completed statutory approvals) and Service Requests (internal workflow
tools). Searching within each class of transaction is slightly different.
• Search options available in Ibis for the above four transaction classes are as follows:
o Service Orders - Remedial notices, Works Approval Applications and Licence Applications
o Activities - Customer interactions and follow-on activities in Ibis, including Interaction
Records, External Communications and Internal Activity Requests
o Ibases - Licences or Approvals that are generated automatically by Ibis once the
transaction has been approved during the GAD process
o Service Requests - Internal workflow tools, including Seek Authority Approval (GAD) and
Manage Environmental Incidents.
• Searching in Ibis requires search criteria or parameters to be entered or selected. These
parameters differ depending on the class of transaction
• Ibis searches can be conducted even when only a small amount of information is known, e.g. if only
the Ibase ID is known, you can search for transactions using the Ibase search type
• In Ibis, for certain transactions, the first digit of the transaction code relates to the type of
transaction. This can be useful when searching as the first digit can be used to search for all of the
records that belong to a particular transaction type.
• Ibis will normally meet your needs when it comes to searching for transactions, but there may be
times when further analysis of data is required using Business Intelligence (BI) reports, e.g. if more
detailed data analysis is required.
Handling Ibis messages
Messages are alerts that appear at the top of transaction and account screens in Ibis. They indicate
missing or incorrect information in a field.

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Messages are important because they indicate which fields need to be populated or corrected and they
prevent process from being run with incorrect information.
There are three types of messages in Ibis:
1. Error messages - transactional data must be corrected before the transaction can be saved,
e.g. 'Enter Bill-to Party'
2. Warning messages - transactional data must be corrected but the transaction can still be
saved, e.g. 'Please maintain the ACN or ABN for this business partner'
3. Information message - displays information that relates to but does not affect the
transaction, e.g. 'Transaction 12345678 saved'.
For certain messages (across all message types), a 'Details' link is displayed next to the message icon, e.g.
. This link can be used to get further information about the error, warning or information message.
Reporting in Ibis
Reports in Ibis are made available through a tool called SAP Business Objects, also known as Business
Intelligence (BI). Ibis data is loaded into the reporting database daily between 4am and 6am so reports are
accurate up until the previous day.
There are many standard EPA reports that can be accessed and run using different criteria and
parameters. Only report Super Users have the permissions to customize existing reports or create new
reports.
Report output can be further manipulated or downloaded to an external file (e.g. Excel spread sheet).

24
Sub-topic title: Navigating Within Transactions
Video
An explanatory video demonstrating the navigation features within transactions. This will help the user to
view where each component is located and visualise its actions. Extra information or voice narration could
be provided with an explanation.
Text + Image
A full explanation guide of each procedure navigating through the transactions would be helpful. By
grouping the navigation within transactions will help the learner to understand the procedures clearly. By
doing so, we could create an assessment task based on the topic. Key terminology will be linked to
Knowledge Centre for further information.
Centre
Viewing and handling messages
Path: New Images/Topic02/Image01

25
Managing Parties Involved
Partner Functions are Ibis terms used to define the people and organizations that EPA interacts with.
Partner Functions relate to both internal and external stakeholders. Examples of Partner Functions are Sold-
to-Party (EPA Customer), Employee Responsible (EPA Employee) and Team Responsible (EPA Team).
Accessing reports
Reports can be accessed via a link from the Intranet site, or from within Ibis. Users are logged on
automatically using single sign-on.

26
Reporting portal screens
The Reporting Portal Home screen.
Standard EPA reports are accessed from the Documents screen.
PRESENTATION:
Text & Graphic
Text and image
side-by-side.
<No Title>
Navigation is crucial in any system. By learning to
navigate through the system will help the user to perform
tasks confidently and efficiently.
next topic.
<No Title>
<Image>
Assets:
Asset title: tbc

27
Topic 3 title: Accounts
Sub-topic title: Introduction To Accounts
Text
In this topic we will be introducing accounts and what sort of accounts being used. In this topic, we will be
discussing what is a n account, importance of accounts, who can create an account, Ibis structure of
accounts, when to create an account, naming conventions for corporate accounts, legal names, legal
entities, trading names, terminology and account scenarios.
We will also discuss about contacts related to accounts, editing contacts, what are premises, roles and
relationships, changing accounts and linking groups which are linked to our accounts in various ways.
Centre
Text + Image
A step by step guide explaining with screenshots about account scenarios and how to create them. Key
terminology will be linked to Knowledge Centre for further information. External reference – Ibis Knowledge
Centre
What is an Account?
All stakeholders - company, individual or group, who have relationships with EPA, have an account created
for them in Ibis.
There are three types of accounts in Ibis:
• Corporate - businesses or premises of interest to EPA including Sole Traders, Companies and
some Government Authorities.
• Individual - a natural person presenting themselves to EPA (e.g. Mr Tom Jones) A Contact is a
view of an Individual Account. For more information on contacts,

28
• Group - a group such as a community group, stakeholders around an issue, group of businesses
(e.g. Brooklyn Residents Action Group)
All accounts have roles and relationships assigned to them. Particular roles against
an account determine how the account can be used in an Ibis transaction.
Importance of Accounts
A profile of the stakeholder is created by capturing:
• details of stakeholder interactions and activities
• known relationships between accounts
• attributes associated with that stakeholder e.g. address, phone number
• their relationship with EPA and with other accounts. To view a full listing of
relationships in Ibis
Who can create an Account?
All staff can create all account types.
When to create an Account
An account is created at the first point of contact with EPA after confirming that there is no existing Ibis
record of the caller or the business/group that they represent.
Ibis structure of accounts
Each of the three account types can be further defined by the roles or relationships
assigned to them.

29
A role is an attribute of an account that defines the interaction between the account
and EPA.
One account may have a number of roles, the stakeholder's details are only entered
once and different fields display according to the role.
A relationship describes how two accounts relate to one another or the function one account plays with
another account
Naming Conventions for Corporate Accounts
When creating a Corporate Account for a registered company, the name must be entered into Ibis exactly as
it appears in the ASIC register, Company Extract, Certificate of Registration or statute. However, certain
abbreviations can be used when writing the name.
• UPPER CASE e.g. BRAMBLES AUSTRALIA PTY LTD
• Premises accounts - list the suburb in square brackets after the name e.g. BRAMBLES
AUSTRALIA PTY LTD [RESERVOIR]
• Trading Name - Title Case or as it appears on company documentation e.g. Jones Freight
Services
• ACN - 9 digits
• ABN - 11 digits
Long names
The Name 1 field can accommodate 40 characters. If the Account name exceeds this, continue entering into
the Name 2 field. Try not to split words across the Name 1 and Name 2 field as this may cause difficulties
with searching.

30
Phone Details
Note: Do not add brackets - automatically generated in Ibis
• Landline - Area code and phone number e.g. 03 9999 9999
• Mobile - Full Number e.g. 0444 555 555
Address Details
There are three address types within Ibis.
• Street - cross checked against the VMAS (Victorian Mapping & Address Service) database.
• Unstructured - if an address does not appear in the VMAS database, and confirmed as correct
with the stakeholder, it can be entered as an unstructured address
• PO Box
For all accounts, enter street address details as follows:
• Street Name - Title Case e.g. Flaxen Hills
• Suburb - UPPER CASE e.g. DOREEN
• State - UPPER CASE e.g. VIC (This can also be selected from the State look-up table)
Understanding the difference – Legal Entities, Legal Names and Trading Names
Legal Entities
Only some stakeholders recorded in Ibis are legal entities that EPA can issue statutory documents to e.g. remedial notice or licence.
Legal Names & Trading Names
Check for proper usage of:

31
• Legal Name (Company Name): companies have a company name that identifies them legally. Included in this name is a description of the
type of company, such as 'Proprietary Limited' or 'Incorporated'.
• Trading Name (Registered Business Name): A trading name is a name or title under which a person, or other legal entity trades. It is
most commonly what a business (including sole trader and partnership) is known as.
Rules apply for where you enter these details. For example, trading names are entered under 'Trading As,' not 'Name 1.'
Legal vs Non-Legal Entities
This table and the linked resources cover how to create different types of entities in Ibis. Seek legal advice if dealing with an unusual entity for a
statutory document.

32
Account Scenarios
Sole Trader
Create both an Individual Account and a Corporate Account with the individual linked as a contact with the
function ‘Sole Trader’.
When creating the Corporate Account, enter the person’s full name (First name then Surname) in the 'Name 1'
field and the name they trade under in the 'Trading As' field. Also record their ABN and other business details in
the Corporate Account, following naming conventions.
Registered Company – One
Location
Where a Registered Company has only one location (including head office/registered address and premises) a
corporate account is created.
Registered Company – Multiple Where a registered company has multiple locations, separate Corporate Accounts must be created for the Head
Office and each location.
Partnership – Shared ABN
In a Partnership with a single ABN, multiple individuals are legally responsible for the business.
A Corporate Account is created to capture business details. The names of the partners are entered in the 'Name
1' field and the business name is entered in the 'Trading As' field.
Partnership – Individual ABN Where multiple parties form a partnership, but do not share the business, a Corporate account is created and
each Corporate account is linked to it.
Group – Issue/Hotspot Where community members and/or businesses are organised around a local issue or 'hotspot' (e.g. a polluting
industrial precinct) use a Group Account to link the various members. Also create the individual member accounts
(Individual or Corporate) following the appropriate business rules.
Changing Accounts
Sometimes it is necessary to change account details. The following table guides on what details can be modified by users and what changes should be
referred to Helpdesk.
Important: If an account has a statutory document in place (e.g. notice, licence), only operations or development assessments staff should make
changes, following internal procedures and seeking advice from an SME or other experienced user as required.
Change Account How to implement changes
Name Changes Individual Corporate Group Update details where names have been incorrectly
entered (e.g. typographical or capitalisation) or information
has been entered into the incorrect field.

33
For Corporate Accounts check for associated service
orders before changing details.
• Corporate - confirm legal name details
• Update details
• Add an account note about the change
Address update Individual Corporate Update addresses.
For Corporate Accounts check for associated service
orders before changing details.
• End-date the previous address - do not delete
addresses
• Create the new address
• Add an account note about the change and why it
was made
Where address details have been entered incorrectly (e.g.
typographical or capitalisation), update as required.
Adding/modifying Contact
details
Individual Corporate Group Update any changes to contacts and their details.
When a new contact is created for a Corporate Account,
do so via the Contacts assignment block.
Where a corporate contact is no longer relevant, enter an
end date to show that they are no longer connected to the
Corporate Account.
Note: Do not delete contacts from a Corporate Account.
If a Contact's function changes (i.e. position title changes),
update the information in the Contact's Individual Account
(via the 'Edit' link in the contacts assignment block of the
Corporate/Group Account).
Communication Information Individual Corporate Group Update phone, email, web address as necessary.

34
Why cant’ I create a Corporate or Group Account?
At present, not all EPA staff can create corporate and group accounts. We understand that this is problematic for some users and we are working to
resolve this. In the Interim:
• Team Leaders and Managers will have access within the next few weeks to create corporate and group accounts and can do this on your
behalf.
• Customer Service can also create corporate and group accounts on request. Please send your request to contact@epa.vic.gov.au using the
pro-forma(attached). Please not that turnaround times can fluctuate, so if it is urgent please phone the team to discuss prior to sending your
request.
• All users already have the ability to create individual accounts and create and attach contacts to corporate or groups in Ibis.
[Information obtained from “Ibis FAQ export” https://epavictoria-
my.sharepoint.com/:f:/r/personal/hassey_wijetunge_epa_vic_gov_au1/Documents/Public%20Share?csf=1&e=jwTiPv]
Updating Corporate Accounts for Business
Businesses (with a Corporate Account) have the greatest potential for incorrect data collection. Poor account data can lead to potentially significant
legal risks and rework.
There are minimum requirements for the creation of business accounts. Check, verify and improve on this information as part of normal customer
service. This helps to ensure overall data quality within Ibis.

35
Contacts
What is a Contact?
A Contact is the individual person who represents a Corporate or Group Account. An Account may have one
or more Contacts.
Represented in Ibis, a Contact is an Individual Account that has a relationship with a Corporate or Group
Account. Therefore, they can be searched for and accessed via the Account search and view and via the
Contacts search and view. The following helps how to explain how these approaches are different and when
to use each option.
e=jwTiPv]
In Ibis, a contact is considered as a person who represents a company or group. It is a use of an Individual
Account, where a person’s ‘work’ details is stored and viewed in a different way to their personal details.
There are 2 methods used to establish a contact:
• An ‘Association’ between a Corporate or Group Account and an Individual Account, that sets up a
person as a representative of the organisation.
• A ‘Role’ for that person to show that they are contact for a company or group.
These methods keeps a person’s personal details separate from their ‘work’ details for privacy and to log
contact/enquiries against their employer.
Example Contact
Sam Jameson:
• Lives in Rose St, Fitzroy
• Has contacted EPA to report pollution in the past
• Works from Grand Ridge Plantations as Marketing Manager
• Is a contract for the Water Industry Reference Group

36
Roles and Relationships
What are relationships?
We understand that the relationships in Ibis can be confusing when you are first starting out, so here is an
explanation of the most popular relationships and what activity they drive:
• Has premises/ls premises of: Identifies the link between a Premises Corporate Account and the
Registered Head Office Corporate Account.
• Has CEO/ls CEO of: Used to relate the individual account for a CEO to the Registered Head Office
Corporate Account of a licence holder to identify the signatory for APS.
• Has Signatory/ls Signatory of: Represents the link between the individual who signed an application
form for an approval and the corporate account the application was for.
• Has Member/ls Member of: Use to link corporate and individual accounts to group accounts.
• Has Owner/ls Owner of: Used to link an individual to their business corporate account. Multiple
individuals can be linked to a corporate account where there is shared ownership and shared ABN.
e=jwTiPv]
Roles and Relationships – Representing Hierarchy
The hierarchy of head office and places of business are represented by the ‘has premises / is premises’
relationship. Viewing the Relationships Assignment Block typically guides where to find the legal entity for
regulatory work.
Sometimes the registered business locations are the same as the principal place of business (confirmed
using an ASIC search). In these cases, the same convention is followed as for a separate head office and
trading location. This supports situation where the owner of a premise’s changes in future.

37
Roles and Relationships – The ‘sold to’ role’
As well as ‘relationships’ such as ‘has/is premises’, accounts can also have roles, set through the Roles
Assignment Block.
Roles are a way of describing the way the account is used, or are ‘set’ to let certain transactions link to the
account.
A frequently used role is ‘Sold to’ party. These roles are commonly used to enable the ‘has premises
relationship and to connect Service Orders, such as a Licence or Remedial Notice, to an account.
Sold to is a function that ‘enables’ Ibis to connect accounts and transactions. It is like a ‘cog’ that must be in
place, to connect various actions in Ibis.
1. ‘Sold to’ and ‘has premises’ - When creating accounts for operating premises (from the ‘head
office’ account) the sold to role is also set.
2. ‘Sold to’ and Service Orders – The ‘Sold to’ role also is required to associate common service
orders to an account. In the service order, this association is done through the Parties Involved
Assignment Block, partner function column.
a. Eg: A ‘Sold to’ role for a notice recipient and association from the Parties Involved
Assignment Block.
b. Eg: If the ‘sold to’ role is not set, the many service order associations cannot be set (SO
cannot be completed).

38
c. Eg: The ‘sold to’ role could also exist on a Corporate Account, without any related Service
Order.
Other Associations
In the service order Parties Involved Assignment Block, partner function column, there are a range of
partner functions (associations) that can be set. In each case, the association creates a link between the
account and service order, for that transactions only. These include both EPA internal partner functions and
those for the external stakeholder. Many do not have a corresponding account ‘role’ in the associated Ibis
account.
Association from the Parties Involved Assignment Block, without a corresponding account role.
What account should I create for a Partnership?
Shared ABN: Where multiple individuals are legally responsible for a business, such as a husband and wife
or a law firm made up of partners, each liable individual is set up as an individual account and the business
is set up as a corporate account (as per the sole trader scenario). Each individual is linked to the corporate
account using the relationship ‘is owner of/has owner’ and is also set up as a contact.
Individual ABNs (business or companies): Where multiple parties are in partnership, but do not share the
business, for example, multiple sole traders go into partnership on the same premises, or multiple
corporations run a joint venture, a group account is established with each corporate account linked using the
relationship ‘is member of’/’has member’. Each corporate account is established as per the scenario
applicable (such as a sole trader, registered company, or partnership with shared ABN).

39
e=jwTiPv]
Why to use ‘sold to’
The terms ‘sold to’ comes from the SAP customer service and marketing ‘product’ that Ibis is build from:
• In a customer service context, ‘sold to’ could refer to a client who has ‘purchased’ a service or
product.
• EPA’s implementation of SAP has retained this term
In EPA’s context, this often translates to an account that received a ‘regulatory’ service or product (eg:
notice or licence.)
• If there is a fee involved in the transaction, there will always be a ‘sold to’ role.
• However, not all service orders requiring the ‘sold to’ role have a fee involved.
Sold to role and service orders
Most service order types rely on the sold-to role, to associate to the account using the Parties Involved
Assignment Block > partner function column. Usually, this also corresponds to the ‘legal entity’.
Here are some examples that mean the associated account is the legal entity:
• The Notice Recipient for a Remedial Notice or Environmental PIN
• The Applicant for a licence or other approval
• The Duty Holder in the Ibase record of a completed licence or other approval
• The Duty Holder for an APS submission.
There are limited service orders where the account requires a sold to role, but does not have to be legal
entity to complete the service order. Eg: The Duty Holder for an inspection repot (for a premises, where the
legal ‘head office’ is not recorded in Ibis).

40
Overall sue of sold to role
Given the range of uses, while sold to role is a good indication of the legal entity, validate this before
generating a statutory document. Also check the ‘premises’ relationships.
For Compliance and Enforcement work:
• For inspection reports, the officer may not need to fully validate the legal entity, Eg: where further
regulatory work is not expected.
• See SOP ERD-SP-88 Identifying the Duty Holder on when how officers validate legal entities
Sub-topic title: View
Video
A demonstration video showing how to view and account; demonstrating all elements in an account. This
will help the user to visualise a practical demonstration on how to perform this task. Extra information or
voice narration could be provided with an explanation.
Text + Image
A step by step guide explaining with screenshots about the types of accounts and various assignment
blocks used in Ibis system. This should be an easy to follow through guide to reduced confusions and issues
relating to accounts used by the Ibis system. We could assess the candidate on the topic by using a
multiple-choice question for assessments.
Key terminology will be linked to Knowledge Centre for further information.
Centre
Viewing and Account
Accounts in Ibis are broken into sections or views known as assignment blocks. Assignment blocks are
used to organise and categorise information. This information is used for:
• Processing transactions in Ibis
• Segmenting and grouping accounts for reporting purposes.

41
Corporate Accounts
• Account details - contains company name, address and contact details
• Roles - indicates how the EPA interacts with stakeholders
• Interaction History - lists interactions between EPA and the Corporate Account
• Contacts - displays all of the contact people who represent a company or group

42
• Relationships - displays accounts to which the Corporate Account is linked, e.g. company sites in
other locations
• Notes - displays general notes relevant to the account, e.g. site instructions
• Marketing Attributes - displays marketing information used to segment accounts based on a
common theme
• Licences - lists all of the approved licences

43
• Addresses/ Address Type - displays physical, postal and registered addresses
• Attachments - displays general files and documents relevant to the account, e.g. company reports
• Tax Numbers - lists the ABN and/ or ACN for the Corporate Account
• Sales Area Data - contains information required for SAP

44
• Change History - lists all of the changes that have been made to the account in Ibis by EPA staff.
Individual Accounts
• Contact Details - contains the person's name, address, company and contact details. The sections
displayed in this assignment block depend on whether or not the account is a contact for a
Corporate Account and the type of search used (i.e. contact or account)
• Roles - indicates how the EPA interacts with stakeholders

45
• Interaction History - lists interactions between EPA and the Individual Account
• Work Addresses - displays current/ historical company names and addresses associated with the
Individual Account
• Relationships - lists accounts to which the Individual Account is linked, e.g. a Corporate Account
• Notes - displays general notes relevant to the account, e.g. key messages
• Planned Activities - lists open activities relating to the account that require EPA follow up

46
• Change History - lists all of the changes that have been made to the account in Ibis by EPA staff.
Sub-topic title: Search
Video
A demonstration video showing how to conduct search for accounts and contacts will help the user to
visualise a practical demonstration on how to perform this task. Extra information or voice narration could be
provided with an explanation.
Text + Image
A step by step guide explaining with screenshots on searching accounts, validation of account information,
searching for a contact and validating contact information. This should be an easy to follow through guide to
reduced confusions and issues when searching accounts. We could assess the candidate on the topic by
using a multiple-choice question for assessments.
Centre
Searching For An Accountant
Searching establishes if an account exists for a stakeholder. It is vital to search in Ibis before creating a new
account. Failure to properly search can lead to duplicate accounts. Effective searching techniques help
locate existing accounts quickly and confirm whether or not a new account needs to be created.
The following are some search criteria available:
• Account type (Individual, Corporate, Group or All)
• Name 1 / Last name (Business name/Individual's surname)
• Name 2 / First name (Additional business name information if Name 1 field inadequate/Individual's
first name)
• Account ID (Unique identifier assigned when an account is created in Ibis)
• Role (Options available via drop down menu)
• Relationship

47
• ABN/ACN
Validation of account information
Before using an existing account, users must validate the account details with the stakeholder (or by using
the stakeholder details prior to the interaction):
• Individual - Full name plus minimum of one additional identifier - phone, email, address.
• Corporate - Legal name and address (street or postal) plus minimum of one additional identifier
- combination of ABN/ACN, email (general) or web, business phone number. In addition, the
Contacts details must also be validated
• Group - Full name and function plus minimum of one additional identifier - phone, email,
address
Searching for a contact
Contacts can be searched by Contact search (when the details of the Individual are known) and Account
search (for the known Corporate or Group Account – then expand the Contacts assignments block from that
account).
Validating contact information
When interacting with a Contact, first validate the Corporate/Group Account details before validating the
Contact details.
Then confirm their full name and function and at least one of the following (work details):
• Phone
• Email
• Address
Sub-topic title: Create & Edit

48
Text + Image
A step by step guide explaining with screenshots on creating and editing accounts is beneficial for the users.
The guide could also include tips & tricks and warning information when conducting searches. The users will
be creating many stockholders in single day. To create a stakeholder, they will have to create accounts and
contacts.
A step by step guide explaining with screenshots on viewing two groups of corporate and individual
accounts. Under these groups, the learners/users will learn about account details, roles, interaction history,
contracts, relationships, notes and change history. Additionally they will be able to learn some specific
components relating to individual accounts such as marketing attributes, licenses, addresses, attachments,
tax numbers and sales are data.
Not every stakeholder is created permanently. Some details would change any stage. Conducting these
modifications is a necessary and eventually it could end up as a day to day task for the user.
To reduce the confusion which is currently on the Knowledge Centre, we will provide the information relating
to creating accounts under this topic. The users/learners will learn about who can create accounts, the
prerequisites creating accounts, minimum detail requirements for creating accounts, naming conventions
and legal names.
We could assess the candidate on the topic by using a multiple-choice questions for assessments.
Centre
Creating Sole Trader Accounts
When creating the Corporate Account, enter the person’s full name (First name then Surname) in the 'Name
1' field and the name they trade under in the 'Trading As' field. Also record their ABN and other business
details in the Corporate Account, following naming conventions.
Their Individual Account can be created via the Corporate Account Contacts Assignment Block. When
creating the account, enter the Function as 'Sole Trader '.

49
If an Individual Account already exists for the person, the account can be added as a Contact via their
Corporate Account, with the function ‘Sole Trader’. Establishing the Individual Account of the Sole Trader
as a Contact supports a range of service orders and processes that look for both a Corporate Account and a
Contact to that account.
Creating Partnership accounts with Shared ABN
A Corporate Account is created to capture business details. The names of the partners are entered in the
'Name 1' field and the business name is entered in the 'Trading As' field.
Each partner has an Individual Account created for them. This can be done via the Corporate Account
Contacts Assignment Block. When creating the account, enter the Function as 'Partner'.
Create a Premises

50
Use this process when working with a company that has multiple locations. Create premises to distinguish
the legal entity from its trading location(s). This process may also need to be implemented when dealing
with a company with a single location. In some circumstances, the legal entity must be distinguished from its
trading location. Two Corporate Accounts need to be created - one for the legal entity and one for the
trading location.
Amending Contact Details
Do not delete contacts from Corporate/Group Accounts. If you become aware that a Contact no longer
works for the company, set the 'Valid To' date (end date ) to the date you are notified of the change. Amend
the date in the Contacts Assignment Block.
If the person becomes a contact for another Corporate/Group Account, add their account via the Contacts
Assignment block to the Corporate/Group account that they now represent. Update their details through this
process.
Updating Corporate Accounts for Business
Businesses (with a Corporate Account) have the greatest potential for incorrect data collection. Poor
account data can lead to potentially significant legal risks and rework.
There are minimum requirements for the creation of business accounts. Check, verify and improve on this
information as part of normal customer service. This helps to ensure overall data quality within Ibis.
PRESENTATION:
Text & Graphic
Text and image
side-by-side.
<No Title>
Accounts and contacts are crucial elements in a
database. Having the understanding on creating,
modifying and searching these elements in an efficient
way will make you more productive and perform tasks
with confidence.
<No Title>
<Image>
Assets:
Asset title: tbc

51
next topic.
Topic 4 title: Worklists
Sub-topic title: Worklists
Video
A demonstration video showing how to access the worklists will help the user to visualise a practical
demonstration on how to perform this task related to the worklists. Extra information or voice narration could
be provided with an explanation. The main areas of the worklists could be broken down into 3 areas: Alerts,
Escalations and Business Transactions.
Text + Image
A step by step guide explaining with screenshots about the worklists and working with traffic light system to
help the users function efficiently and proactively when using the Ibis system. This reduced the changes
being panic and seeking assistance. We could also create an assessment activity to assess the user’s
knowledge on alerts occurring and to observe his reaction to them.
Centre
Introduction to Worklists
The Worklist is a "one page" view of all alerts, escalations and business transactions. The Worklist is the main page that is used to display individual or
team workloads and should be referred to on a regular basis to monitor tasks and alerts.
Worklist Management
The Worklist provides:
• Team Leaders and Managers individual and team workloads and capacity, to support allocation of tasks, e.g. if a team member is absent,
a team leader can reallocate the work to another team member. Refer to the Manage Team Worklist topic.
• Individuals visibility of their workload, including items that are outstanding, items that are overdue, GAD, peer and senior review activities
and alerts that show key dates when items are due. Refer to the Manage Individual Worklist topic.

52
Worklists can be filtered by various criteria, including transaction category. For example, the Worklist can be filtered so that it only includes Interaction
Records. Worklists can also be exported to Excel in order to apply more advanced filtering.
Traffic Lights
The Worklist displays a traffic light system that indicates the priority of tasks based on the dates assigned:
• Red = overdue
• Amber = deadline approaching
• Green = not yet Amber
Worklist traffic light Indicators
Each transaction is associated with a set of rules that determine the way they will appear in a Worklist. Some transactions have dates that are
automatically set due to a statutory requirement, whilst others are tracked using the date set by the creator of the transaction or the revised date set by
the receiver of a transaction.
The table below details the Ibis Amber rules for each process and transaction.
• A transaction appears as Green until the day the Amber rule takes effect
• Red is automatically set when the transaction becomes overdue
• A grey diamond indicates that a transaction does not have a due date or that a due date has not been manually set.
Process Transaction Due Date Field Amber Rule
Govern
Authority
Decisions
Govern Authority Decisions
Due Date 5 days
Pre-Approve Authority Decisions
Referrals Referrals Statutory Date 7 days
Review Request – Internal
Review Request – External
S55 Notice

53
Activities S22 Notice Due Date 3 days
S62B Confirmation Letter
Request for information
S67A Agreement
Work Approval Referral
Show cause letter
Works Approval Works Approval Statutory Date 4 weeks
Licence & RDD & 30A
Licence
Statutory Date
N/A
30a
RD%D 7 days
Landfill Levy Landfill Levy Annual Statement Refund Due Date 7 days
Landfill Levy Adjustment Statement
Financial Assurance Financial Assurance Requirement Planned Decision Date 7 days
Financial Assurance Planned Completion Date 2 days
Incident EPA Incident Due Date 7 days
Inspection Inspections Inspection Due Date 5 days
Desktop Assessment Desktop Assessment Desktop Assessment Due Date 5 days
Remedy Remedy Notice Service Due Date 3 days
Compliance Planning Reschedule Request Due Date 2 days
Feedback and Complaints Complaints Compliant Due Resolution 5 days
External Review External Review VCAT/COURT Response Due 3 days
Internal Review
PANC/CUN Internal Review
Due Date
3 days
PIN Litter Review 7 days
PIN Veh/Motor Review
Manage Engagement Request – MCU
Due Date 1 day
Request – SPU
To Do
Sanctions Environmental PINs PRN Due Date 10 days
Waste Approval Waste Approval Statutory Date 7 days
Manage Individual Worklists
The default search criteria when opening your Worklist displays all transactions assigned to "Me".

54
The default view allows an Ibis user to see only the transactions that they are either assigned as the
Employee Responsible or as the creator of the transaction where the 'Employee Responsible' has not yet
been assigned/accepted.
The Search Criteria fields can be used to search for specific transactions in the Worklist. For example, all of
the Interaction Records can be displayed using the following parameters:
Worklists can also be filtered by any one of the Worklist columns. For example:
• The Category column can be used to display only Activities.
• The Overdue column can be used to filter transactions based on whether or not they are
overdue.
Manage team Worklists
The default search criteria when opening your Worklist displays all transactions assigned to "Me".
If a team member has an item that does not show in the team worklist, they may not be appropriately
recorded as within your team in Ibis. To rectify, contact Technology and Information Enablers (TIE).
Reallocate Worklists tasks
This can only be performed by managers and team leaders.
By following these steps, you could reallocate worklists tasks:

55
1. Identify the Worklist task to reallocate. Tasks allocated to an individual or a team can be
reallocated. Select the correct Assigned To list, this example, a unit can be selected from the list, in
this case EPA Major Investigations has been used.
2. From the Result List, click on the Business Object desc/ID link (The corresponding activity/task
opens)
3. Click the Edit button
4. In the Parties Involved Assignment Block select a different Employee Responsible or Team
Responsible
5. Click the Save button to apply changes and close the activity for editing
Searching for and filtering information in the Worklist
The Search Criteria fields can be used to search for specific transactions in the Worklist. For example, all
of the Interaction Records can be displayed using the following parameters:
Worklists can also be filtered by any one of the Worklist columns. For example:
• The Category column can be used to display only Activities
• The Overdue column can be used to filter transactions based on whether or not they are
overdue

56
Export the Worklist to an Excel spread sheet
The Worklist can be exported to Excel to apply more advanced filtering. This is useful for:
• Displaying items without an employee responsible assigned
• Filtering only by classes of transaction or activity
• Displaying a full lis
By following these steps, you could export the worklists to an Excel spreadsheet:
1. Click the Export to Spreadsheet button.
2. Click the Open or Save button, depending on whether the spread sheet should be opened or
saved.
3. Manipulate the spread sheet as required.
Remove completed activities from the Worklist

57
Activities such as Internal Activity Requests (Peer Reviews, internal requests for advice etc.) and External
Communication/ Activity Requests will remain visible in the Employee Responsible's Worklist as long as
they remain in a status of Open or Issued. Once an Activity has been completed, the Employee
Responsible can remove it by changing the status to Closed. If the status is Open, it may be necessary to
change it to Issued in order for Closed to become an option. Save the transaction when the status has been
changed to Closed and the Activity will be removed from the Worklist.
Sub-topic title: Alerts
Text + Image
A step by step guide explaining with screenshots about the Alerts popping up and showing on screen will
create an awareness to the user when operating the system. This reduced the changes being panic and
seeking assistance. We could also create an assessment activity to assess the user’s knowledge on alerts
occurring and to observe his reaction to them.
Centre
Subscribe to Ibis alerts (RSS Feeds)
RSS Feeds in Outlook are used to provide alerts from Ibis. It works by periodically checking for changes to
transactions (e.g. a new Interaction Record) and then sending an Outlook message to the assigned person.
Ibis provides alerts when:
• A new transaction is created, e.g. Interaction Record, Inspection or Licence
• The status of an existing transaction is updated, e.g. when an Interaction Record becomes
overdue
When the status of a transaction changes the existing alert in Outlook is updated with the new status. The
alert is then marked as 'unread' and moved to the top of the list.
To set up Ibis alerts, a RSS subscription must be added, involving a URL that connects Outlook to Ibis.

58
When a new Ibis alert is received, the RSS Feed folder changes to bold and a number is displayed (similar
to receiving a new email in Outlook). The number indicates how many 'unread' items are currently in the
folder.
When the alert is opened, it is marked as 'read' and the bolding is removed from the folder. If the
transaction is opened directly in Ibis without first opening the alert in Outlook, the alert will still be marked as
'unread'. Alerts in the RSS Feed folder can be moved, deleted or forwarded just like any other Outlook item.
The Ibis alert content differs depending on the type of transaction. For example in an Interaction Record
alert, it will contain Transaction Type, Transaction Number, Description, Due Date and Priority.
In addition, the alert contains a link to the relevant transaction in Ibis so that the appropriate action can be
taken, e.g. follow up, refer to a different team or close.
Removing RSS Feeds
This topic covers how to remove RSS Feeds from Outlook. With the introduction of Ibis interaction
alert emails, individuals may decide that they no longer wish to receive RSS feed notifications.
Follow these steps to remove RSS feeds:
1. Open Outlook and locate RSS Feeds.
2. Right click on RSS Feeds.
3. Select Delete Folder.

59
4. Confirm that the folder is to be deleted.
The folder and all contents will be deleted. No further RSS Feed notifications will be received.
Subscribe to Ibis Interaction Alert Emails
Ibis Interaction Alert emails have been introduced to improve response times and to contribute to an overall
improvement in the experience customers when dealing with EPA.
The email is automatically generated. It notifies staff when an interaction has been assigned to them. It will
also provide advice to the line manager should the interaction become overdue.
Setting up mail box rules for Ibis Interaction Alert emails in Outlook
Ibis Interacion Alert emails are generated to alert staff of assigned interactions.
Rules can be established within Outlook to redirect these emails to a dedicated folder, thereby reducing
congestion of an employee's inbox. An employee's Ibis account must be updated to receive Ibis Interaction
Alert emails prior to this process being completed.
This is a two step process:
• Create a new folder in Outlook
• Assign rules to the emails to redirect them to the new folder
A video demonstration is required

60
Follow these steps to Create a new folder in Outlook
1. Right click on Inbox and select New Folder
2. Name the folder Ibis Alerts
3. Click OK. A new folder has now been created
Follow these steps to Assign rules to the Ibis Interaction Alert emails:
1. Select an Ibis Interaction Alert email in your Inbox.
2. Click Rules in the Outlook toolbar.

61
3. Select Create Rule.
4. Select From WF_BATCH
5. Select Move the Item to folder:
6. Click Select Folder.
7. Select Ibis Alerts
8. Click OK. All alert emails received in the future will be automatically directed to the Ibis Alerts folder
rather than the Inbox.
PRESENTATION:
Text & Graphic
Text and image
side-by-side.
<No Title>
To increase efficiency worklists are needed. Having a
worklists will also keep you reminded of tasks to do.
Having a knowledge on alerts, will help you to think and
take appropriate decision without panicking.
next topic.
<No Title>
<Image>
Assets:
Asset title: tbc

62
Topic 5 title: Interaction Records
Sub-topic title: Actions And Close An Interaction Record
Text + Image
A step by step guide explaining the actions occurring interaction records and the procedure of closing the
interaction records. This will make the user follow a task using a step by step sequence. This is another area
we can test the user knowledge on the understanding as well as on practical thinking.
Centre
Interaction Records
The EPA Call Centre and Customer Service Teams use a type of 'activity' in Ibis called Interaction
Records to log pollution reports from the community, business notifications of pollution and requests for
advice or information.
Where an Interaction Record has been assigned to you for advice or information, it will appear in your
worklist. Interaction Records can also be found under an 'activity' search.
EPA’s Customer Service Charter and Engagement Policy requires that you follow up to acknolwedge or
answer this query within three days. Outlook RSS Feeds help you monitor Interaction Records by alerting
you to changes in records assigned to you.
Action and Close an Interaction Record
Key principle for managing interaction records:
Ibis imposes a three-day deadline (from creation date) to action interaction records. In some cases, after
an initial response and agreement from the stakeholder, the final response may be deferred. In these
situations, the start date can be extended, which automatically recalculates the due date.
Screen Capture and Step by Step guide
needs to be written from scratch

63
Text + Image
To demonstrate ‘Action and Close an Interaction Record’, the query is resolved, document through a note
and then the status changed to ‘Closed’.
Interaction records that require action can be viewed in the Worklists.
You can also view them via Ibis alerts (Outlook RSS Feeds). This could be setup and used to access
Interaction Records. To learn how to do it, use the Knowledge Centre and click “Worklists” followed by
clicking on “Subscribe to Ibis Alerts (RSS Feeds)”.
To demonstrate this example, the Interaction Record will be accessed using the Worklist.
1. To get started, click on Worklist button located under the ‘Home’ button on the left of the system.
2. The Worklist will be displayed to you.
Path: New Images/Topic05/Sect1/Image01
Path: New
Images/Topic05/Sect1/Image01a

64
3. The Worklist consists of 3 sections.
• Alerts: includes dates when tasks fall due
• Workflow Tasks: displays Government Authority Decision (GAD) transactions requiring
approval
• Business Transactions: displays open Interaction Records and Service Orders assigned
to the user.
4. The ‘Business Transactions Results List’ can be modified by manipulating the Search Criteria
fields. In this example, the Result List contains the relevant items so it will not be changed.
5. Click the relevant Interaction Record link which appears under Business Objective Description.

65
6. You will see an Interaction Record sample displayed. There are important items you should pay
attention to.
a. The customer who submitted the feedback.
b. The method by which the customer submitted feedback.
c. Relevant notes about the customer’s feedback.
Note
In a instance where the customer is a corporate client, the EPA Customer field displays the
company or organisation and the Contact field displays the contact person for the company.
If the customer is an individual account, the EPA Customer field displays the individual account
name and the Contact field is blank.
For the purpose of demonstration, our customer is an individual account. If necessary, click the
customer name for more information such as contact details.
7. The Start Date field is populated with the date that the customer made initial contact with EPA.
When the date is populated, Ibis automatically triggers a due date that is three days from the Start
Date.
For the demonstration example, the Start Date is 04.03.2015 so the due date that is automatically
set by the system is 07.03.2015

66
8. The Employee Responsible is the person to which the Interaction Record is currently assigned.
9. The Reference field can be used to link to a Service Order that is associated with the query.
For the purpose of demonstration, there is no Service Order relate to the query.
10. Check the Notes Log for more information about the query.
11. Click on the Scrollbar bottom navigation to view the Notes assignment block.
12. You will see the Notes Log.
13. Click on the Notes Link.

67
14. All of the notes that have been entered for this Interaction Record are listed in the Text box.
For the purpose of demonstration, only the original note recorded for the query is displayed. The
note time, date and author’s user ID have been recorded automatically by the system.
The notes log should be checked to ensure the correct course of action is taken, eg: should the
query be closed, referred to another team or is further action/analysis required?
At this point, the stakeholder is contacted to action the request and a note is recorded.
For the purpose of demonstration, the stakeholder’s query has been resolved so a new note must
be added providing details about the resolution.
15. Click the New button.
16. Type the details of the conversation with stakeholder in the Text box. This needs to be detailed
enough to ensure that when someone else views the Interaction Record they can understand the
advice given.

68
For the purpose of demonstration, type the first part of the resolution note “Explained the
process”. The rest of the note will be added for you.
Now its is important to view the Note log to confirm that the note was added correctly.
17. Click the Back link button.
18. You could now see 2 notes added. The previous note and the newly added note.
19. To be sure if the notes are listed properly, click on the link next to the ‘Text Type’ “Log”.

69
20. Click on the “Back” button to get back to Interaction Record scree.
21. Click the scrollbar to scroll up the screen.
22. You will be displayed with the Interaction Details screen.
23. Click on the ‘Edi’ button to edit the fields in the Interaction Record.

70
24. Notice that when you are on the Edit Mode in a record, the Edit button gets greyed out.
25. You should notice that the Active Status is currently ‘Open’.
26. Now we need to change the Active Status to Closed.
27. Now the Active Status will be changed to Closed.
28. Now we have a specify a Closure Reason.

71
29. To specify a reason, click on the drop-down list next to ‘Closure Reason.
30. You should now see ‘Actioned’ as a reason for closure.
31. Now that a resolution note has been added and the status changed to ‘Closed’, the Interaction
Record can be saved
32. Click the Save and Back button to save the changed and return to the Worklist screen.

72
33. The system displays the message ‘Transaction 185092 saved’.
34. The Interaction Record has been automatically removed from the Worklist as it is no longer
outstanding.
35. Click on the Worklist menu to turn to the Worklist screen.
36. Or you can click on the Home menu to turn to the Home screen.

73
Sub-topic title: Refer An Interaction Record To A Different EPA Employee
Text + Image
A step by step guide explaining the actions occurring when you cannot solve an issue and must pass it to a
different department or a different EPA employee for the purpose of review or consultation or resulting a
situation. This will make the user follow a task using a step by step sequence. This is another area we can
test the user knowledge on the understanding as well as on practical thinking.
Centre
Refer an Interaction Record to a different EPA employee
Reasons that an Interaction Record may need to be referred include:
• A staff member will be away for a period of time (e.g. annual leave) so someone else must
action the Interaction Record in their absence
• The query has been assigned to the wrong team and so must be reassigned.
If seeking input or advice from another staff member, but keeping responsibility for the Interaction Record,
use Follow up > Internal Activity Request instead.
Text + Image
To demonstrate ‘Refer an Interaction Record to a different EPA employee’, the query is resolved, document
through a note and then the status changed to ‘Closed’.
Interaction records that require action can be viewed in the Worklists.
You can also view them via Ibis alerts (Outlook RSS Feeds). This could be setup and used to access
Interaction Records. To learn how to do it, use the Knowledge Centre and click “Worklists” followed by
clicking on “Subscribe to Ibis Alerts (RSS Feeds)”.

74
To demonstrate this example, the Interaction Record will be accessed using the Worklist.
1. Click Worklists.
2. In the “Wokrlist” screen display will be divided into 3 sections:
Alerts: includes dates when tasks fall due
Workflow Tasks: displays Government Authority Decision (GAD) transactions requiring approval
Business Transactions: displays open Interaction Records and Service Orders assigned to the
user.
3. The Business Transactions Results List can be modified by manipulating the Search Criteria fields.
In this example, the Result List contains the relevant items so it will not be changed.

75
4. Click on the relevant Interaction Record link which appears under Business Object Description.
5. The Interaction Record displays on your screen.
a. The customer who submitted the feedback
b. The method by which the customer submitted feedback.
c. Relevant notes about the customer’s feedback.
6. In a instance where the customer is a corporate client, the EPA Customer field displays the
company or organisation and the Contact field displays the contact person for the company. If the
customer is an individual account, the EPA Customer field displays the individual account name
and the Contact field is blank.
For the purpose of demonstration, our customer is an individual account. If necessary, click the
customer name for more information such as contact details.
7. The Start Date field is populated with the date that the customer made initial contact with EPA.
When the date is populated, Ibis automatically triggers a due date that is three days from the Start
Date.
For the demonstration example, the Start Date is 04.03.2015 so the due date that is automatically
set by the system is 07.03.2015.

76
8. The Employee Responsible is the person to which the Interaction Record is currently assigned.
9. The Reference field can be used to link to a Service Order that is associated with the query.
10. For the purpose of demonstration, there is no Service Order relate to the query.
Next, check the Notes Log for more information about the query.
11. Click on the Scrollbar to scroll down.
12. The Notes Assignment Block is being displayed.
This block contains a log of all notes entered for the Interaction Record. It can also be used to add
new notes.

77
13. Click on the Note link.
14. All of the notes that have been entered for this Interaction Record are listed in the Text box.
For the purpose of demonstration, only the original note recorded for the query is displayed. The
note time, date and author’s user ID have been recorded automatically by the system.
The notes log should be checked to ensure the correct course of action is taken, eg: should the
query be closed, referred to another team or is further action/analysis required?
At this point, the stakeholder is contacted to action the request and a note is recorded.
For the purpose of demonstration, the stakeholder’s query has been resolved so a new note must
be added providing details about the resolution.
15. Click the New button.

EVOLVE-storyboard-for-IBIS-Fundamentals.pdf

EVOLVE-storyboard-for-IBIS-Fundamentals.pdf

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