How do I use the Tell Us Once functionality?

"Tell Us Once" is a government service that lets you report a death to most organisations in a single message.

The MCS platform is integrated with TUO, allowing you to utilise the service within the system to accomplish certain actions (e.g. send notifications to relevant parties, mark accounts as deceased, close Service Requests and Contracts, etc).

What steps do I need to follow to configure the Tell Us Once functionality?

Go into Administration > Tell us once

This is where you can fully configure TUO.

TUO - Service Areas

Click on "Service areas" to be brought to the following screen. From here, you can see the TUO configurations that have already been made on your system.

Click  Add  - the following pop-up will appear.

Select the appropriate "Service name" you want to incorporate TUO functionality for (e.g. Blue Badge, Council Tax, etc). You can only have one TUO configured at a time on your system for each service.

The "Owner" is the name of the person who will be getting TUO emails, while the "Email" is the email address that will receive them. Enable "Notification required".

In the "Mapping" section, you can select the information to be included in TUO emails. You can include the name and home address for the deceased person, any family or children they have, and the death reporter/executor.

Click  Add  to finish

TUO - Information

Click on "Information" to be brought to the following screen. From here, you can view and process TUO records uploaded to your instance.

To add a TUO record, click  Upload 

The following pop-up will appear. Select the relevant XML file(s), and click  Upload 

The record will be added to the list for further processing. You will need to link this record to an account on your system to fully process it, though you have the option to notify the relevant services now if needed.

Click on the  button next to the relevant record.

On the next screen, click the  button again to bring up a pop-up showing further details about this record.

If a "Role" is highlighted in blue text, you can click on it to bring up further information regarding the person. The details included here reflect what is configured in the XML file you have uploaded.

Close this pop-up and click on  Link account  to continue.

Another pop-up will appear as below. The system will initially make suggestions for accounts based on information in the record. If the suggestions are incorrect, switch to "Manual" to search for the account yourself like you would in Community or Contact Centre.

Select the correct account and click  Link 

Return to the main TUO Information screen. The account has been linked, and you can now process the record. You're given the option to close the account's Service Requests and Contracts, as well as change their account's status to "Deceased".

When you click  Process  a pop-up will appear displaying all of the account's Service Requests and Contracts that are still ongoing - closed or completed transactions will not be displayed. You can select which ones to close, and which ones to leave open. You will only be able to cancel Contracts that have cancellation configurations set up in their templates.

Click  Process  to finish.