2016-Jul 08: Completing Health and Character Tabs in AMS

Visa Pak 267 - Reminder to staff to consistently and accurately update the Health and Character tabs in AMS to assist the Immigration Contact Centre with queries.

Visa Paks

08 July 2016

Completing Health and Character Tabs in AMS

 It has been raised with Operations Support that the Health and Character tabs are not being consistently updated when new medical and/or police certificates are received by Immigration New Zealand.

Failure to update these tabs can have a negative impact on our customers, our reputation, our ability to quickly process visa applications as well as provide high quality customer service and advice.

With the increased call volumes and 24 hour 7 day a week operation, the Immigration Contact Centre is increasingly reliant on being able to quickly access accurate and up to date information that has been recorded in the appropriate areas of AMS.

Where the latest Health or Character information is not loaded into the relevant tab in AMS, incorrect information can be given to a customer or their representative. It is not sufficient to only place a note in ‘assessment notes’ as this can be difficult and time-consuming to find and does not comply with current AMS manual instructions.

Furthermore, where information is not correctly recorded this can lead to unnecessary privacy and Official Information Act requests. This creates greater and unnecessary work for the privacy officer(s).

Action

Please discuss with your team(s) and remind all relevant staff to complete these tabs when updated information has been received.