Characteristics of CSI
CHARACTERISTIC
Secure: Enhanced internal controls, audit trails, and fraud detection and prevention alerts
Access to the system will be based on roles and responsibilities. Online audit trails will provide information on every person who was involved in any portion of transaction processing. If supervisory or managerial approval is required for an action to be completed, the system will hold the transaction in suspense until the supervisor or manager logs in to conduct an electronic approval. An example of this type of situation would be a need to process a transaction as a "no fee", which requires supervisory approval. Programming in the system will detect system usage that could indicate potential fraudulent activity. When suspected fraud is detected, the system will produce reports for management so that proactive research can be completed. To deter fraudulent activity and ensure accuracy, supervisors will be required to review samples of employees' transactions. The system will have the capability to temporarily suspend transactions (on a random basis) as they are being completed and supervisors will be required to log into the system and review the transactions before the processing will be allowed to move forward.
Global Benefits/Impacts
The level of access possessed by each staff member will be tailored to their specific roles and responsibilities. This could create distinct differences in access, even though staff members have the same general job titles and job duties.
When researching a question or complaint, staff will be able to access audit logs that will reflect all component pieces of every transaction and obtain information on the employee responsible for each component. This will facilitate faster and more accurate problem identification and resolution.
Management staff will receive fraud alerts and transaction exception reports allowing staff to research and take appropriate action as needed in a timely fashion. This is similar to the process used today to review the telephone bills. Any problems identified will need to be addressed through coaching, counseling, et cetera, or referred to the Special Investigations Unit (SUI), depending upon the nature of the problem.