Managing Immigration Contacts

This chapter includes information that immigration and citizenship agencies can use to track identities, credentials, and visitor stays for immigration contacts. It includes the following topics:

Scenarios for Immigration Contact Management

This topic describes how immigration contact management might be used. You might use immigration contact management differently, depending on your business model. This topic includes the following scenarios:

Managing Arrivals

A visitor arrives at an airport from another country on an international flight. The visitor passes through immigration, where an immigration officer reviews the visitor’s documentation. The immigration officer searches for the visitor’s information in Siebel Public Sector using a variety of different identification methods including entering her passport number, swiping the passport's magnetic strip in a reader, and using a biometric device to compare the visitor’s fingerprint or other biometric to a database of biometric records.

The immigration officer verifies that the visitor has valid credentials (a passport or visa) for admission to the country and that the credentials match the visitor’s credentials in Siebel Public Sector. The immigration officer enters confirmation of admittance to the country in Siebel Public Sector, and collects additional information from the visitor, such as where she will stay during the visit. He can collect this information electronically or on a paper form to later enter the information in Siebel Public Sector. If a visitor does not have proper credentials or is flagged for security reasons, then the immigration officer directs the visitor to secondary screening area for additional questioning.

Managing Stays

When a visitor leaves the country, an immigration officer records the departure. He locates the visitor’s record in Siebel Public Sector and updates the record to reflect the departure.

Siebel Public Sector continually monitors for visitors who arrive in the country but do not depart by the date that their credentials expire. When Siebel Public Sector finds visitors who overstay, Siebel Public Sector alerts the appropriate enforcement officers and provides information to assist in locating the visitors.

Creating Cases

A case processor is responsible for the paper applications that the case processing center receives. For each application, he checks to determine whether the applicant information is in Siebel Public Sector. If the applicant information is not in Siebel Public Sector, then he creates a new case record and associates the applicant with the case. He verifies that the contact details are the same as the details in the paper application. If the contact information is not in Siebel Public Sector, then he creates a new record for the applicant, capturing the details in Siebel Public Sector.

Updating and Matching Citizenship Identities

A citizen completes a form to inform the citizenship agency that her marital status and last name changed. When the agency receives the form, a citizenship clerk locates the citizen’s record and updates her last name and marital status. The clerk also maintains a record of the citizen’s prior marital status and last name in Siebel Public Sector.

While researching a citizenship case for another citizen, the clerk finds a previous contact record for the citizen when he applied for citizenship 20 years earlier. Although the two records have different citizenship, the clerk determines that the records are likely for the same person because both records have the same name, birth date, and other characteristics. The clerk selects the older record and links it with the new record for the citizen.

About Visitor Stay Workflows

A preconfigured workflow (PUB Immigration Credential Expiry) automatically searches all visitor stay records (except those with the invalid departure flag checked) to locate visitors who overstay their visa time. It is recommended that you set the workflow to run once a day. The workflow finds records with the following criteria:

The record has no value for the departure date.
The record is associated with a visa that has an expiration date after the current date.

For each visitor stay record matching these criteria, the Departure Overdue field of the contact associated with the visitor stay record is updated to reflect the number of overdue days for the contact.

Another preconfigured workflow (PUB Immigration Overdue Days) searches all visitor stays (except those with the invalid departure flag checked) to locate visitors without visas who stay beyond a maximum-allowed length. It is recommended that you also set this workflow to run once a day. This workflow finds records with the following criteria:

The record has no value for the departure date.
The record has an arrival date more than 60 days before the current date.
The record has no value in the Visa field.

For each visitor stay record matching these criteria, the Departure Overdue field of the contact associated with the visitor stay record is updated to reflect the number of overdue days for the contact. An administrator can change the number of days in this workflow.

Process of Administering Immigration Contacts

This process consists of tasks that administrators typically perform when administering immigration and citizenship contacts. Your agency might follow a different process according to its business requirements.

To administer immigration and citizenship contacts, administrators perform the following tasks:

Configuring the Immigration Contacts Screen

The Immigration Contacts screen is based on the S_CONTACT table and the Contact business component and can replace for the Contacts screen for those organizations managing immigration processes. If you use both the Contacts screen and the Immigration Contacts screen in a deployment, then incorrect data is created in Siebel Public Sector.

This task is a step in Process of Administering Immigration Contacts.

To avoid conflicts between the Contacts screen and Immigration Contacts screen

Log in to Siebel Tools as an administrator.
Deactivate the Contacts screen.
Set the Immigration Contacts screen to appear as the default.
(Optional) Revise the screen label from Immigration Contacts to Contacts.

Adding Views from the Contacts Screen

In addition to the preconfigured set of views in the Immigration Contacts screen, you can copy views from the Contacts screen to augment the Immigration Contacts module.

Some public sector organizations might want to track identities, credentials, and visitor stays for a contact. These organizations can relabel the screen as Contacts or Public Sector Contacts instead of the preconfigured label, Immigration Contacts. For more information about how to perform these tasks, see Using Siebel Tools and Configuring Siebel Business Applications.

To add views from the Contacts screen to the Immigration Contacts screen

Log in to Siebel Tools as an administrator.
Copy the views from the Contact screen.
Make the following changes to the views:
- Change the screen to PUB Immigration Contacts Screen.
- Create a new view name.
- Change the business object to PUB Immigration Contact.
- Change the applet[0] to PUB Immigration Contact Form Applet.

Administering Identity Records for Contacts

Users add immigration contacts as identities in the Identities view of the Immigration Contacts screen. To maintain the integrity of the identity and contact data, only administrators can remove an identity or a contact record from the Siebel database.

Identity records can have a status of Active, Inactive and To be deleted. Only one identity record can be the primary record. However, more than one identity record can have a status of Active.

After a user creates an identity record, the user cannot modify most record fields. For example, if a user selects a value of Divorced in the Marital Status field and saves the identity record, then the user cannot then change this value to Separated. A user can change the Status field in some cases. However, a user cannot change the status from To be deleted to Active or Inactive. Only administrators can modify identity field values and delete identity records from the Identities Administration view.

This task is a step in Process of Administering Immigration Contacts.

To administer an identity record for a contact

Navigate to the Immigration Contacts screen, then the Immigration Contacts Home view.
Enter data in the Search Identity fields, and click Go to search for the contact.
From the Identities view, select Identities Administration in the visibility filter.
Select the identity record, and then modify the record, or delete the record.

Deleting Immigration Contact Records

Only administrators can delete contact records from the Immigration Contacts Administration view.

To delete an immigration contact record

Navigate to the Immigration Contacts screen, then the Immigration Contacts Home view.
Enter data in the Search Identity fields, and click Go to search for the contact.
From the Immigration Contacts view, select Immigration Contacts Administration in the visibility filter.
Select the contact record, and delete the record.

Administering Credential Records

After a user creates a credential record, most record fields become read-only, and the user cannot delete the credential record. Only administrators can modify credential field values and delete credential records from the Credentials Administration view.

This task is a step in Process of Administering Immigration Contacts.

To administer a credential record

Navigate to the Immigration Contacts screen, then the Credentials view.
From the Credentials list, select Credentials Administration in the visibility filter.
Select the credential record, and then modify the record, or delete the record.

Administering Visitor Stay Records

After a user creates a visitor stay record, most record fields become read-only, and the user cannot delete the visitor stay record. Only administrators can modify visitor stay field values or delete visitor stay records from the Stays Administration view.

This task is a step in Process of Administering Immigration Contacts.

To administer a visitor stay record

Navigate to the Immigration Contacts screen, then the Stays view.
From the Stays list, select Stays Administration in the visibility filter.
Select the visitor stay record, and then modify the record, or delete the record.

Process of Managing Immigration Contacts

This process consists of tasks that users typically perform when managing immigration and citizenship contacts. Your agency might follow a different process according to its business requirements.

To manage immigration and citizenship contacts, users perform the following tasks:

Creating Identity Records for Contacts

Before creating a new identity record for a contact, use the Immigration Contacts Home view to search for the contact to make sure that the contact does not currently exist in Siebel Public Sector. From the home view, you can search for the contact by last name, first name, gender, birth date, and citizenship.

You can create a new identity record for a contact only from the Identities view. The Identities view shows all identities regardless of the contact. When you create an identity record, a contact ID is automatically generated for the identity. You can then drill down on the Contact ID field and add additional details, such as addresses, cases, credentials, and photographs.

When you create a new identity record, the status for the identity record is populated with an value of Active, and the identity record is the primary identity for the contact. The status of any previous active identity for the contact is changed to Inactive, and the Expired Date field of that identity is populated with the current date. Users can override this status.

In the More Info view for an immigration contact, the primary identity for the contact appears in the identity form. Users can see other identities from this view. The Status icon in the More Info view header indicates the status of the displayed identity record. A green Status icon, labelled Green when you hover over it, indicates an active identity. A red Status icon, labeled Red when you hover over it, indicates an inactive identity.

After you create an identity record, the fields become read-only, except for the Status field. If you want to change the information in an identity record, then create a copy of the record, update the necessary fields, and save the record. If necessary, change the status of the original record to a value of To be deleted. A list of all identities for a contact is available on the Identity History view for an immigration contact.

This task is a step in Process of Managing Immigration Contacts.

To create an identity record for a contact

Navigate to the Immigration Contacts screen, then the Identities view.
Create a new record, and complete the fields as appropriate.

Note: The Secondary Citizenship field is enabled only if you select the Multiple Citizenship check box.
Expand the identity form to show all fields.

Adding Details to Immigration Contact Records

A client's application for citizenship, immigration, or visitor status includes a substantial amount of information about the client including addresses, credentials, and associated cases. You can add details to an immigration contact record using a view that is associated with that record.

You can merge records from the Immigration Contacts view of the Immigration Contacts screen. When you merge two contact records, the identity records from both records appear in the Identity History view for the merged contact. The primary identity for the primary contact in the merge is the primary identity for the merged contact record, and the merged contacts have a new Contact ID. All identity records keep existing status values. For more information about merging duplicate records, see Siebel Fundamentals.

This task is a step in Process of Managing Immigration Contacts.

To add details to an immigration contact record

Navigate to the Immigration Contacts screen, then the Immigration Contacts view.
Drill down on the Contact ID field of the contact.

Navigate to the appropriate view, and create a new record.

The following table describes some of the views.

View	Description
More Info	Use this view to enter basic contact details in the upper form and information about the contact's primary identity and credentials in the lower form. If a contact has multiple photographs, then users can scroll through the photographs by clicking the next and previous buttons.
Accounts	Use this view to associate existing account records with the contact and create a new account record. For more information, see Adding Accounts to Cases.
Activities	Use this view to create the follow-up tasks for the contact and to assign each task to a team member. For more information, see Managing Activities for Cases.
Addresses	Use this view to associate existing address records with the contact or create a new address record. Select the Primary field to indicate the contacts’s primary address. For more information, see Adding Addresses to Cases.
Attachments	Use this view to associate electronic files, such as documents, images, and other media, with the contact. For more information, see Adding Attachments to Cases.
Cases	Use this view to associate existing case records with the contact, create a new case record, and review the case history for the contact. For more information, see Creating Case Records.
Credentials	Use this view to add information about immigration credentials for the contact. For more information, see Documenting Immigration Contact Credentials.
Groups	Use this view to associate existing group records with the contact or create a new group record. For more information, see Creating Profiles for Groups.
Households	Use this view to add information about households that are associated with the contact.
Identity History	Use this view to list all identities, past and present, that are associated with the contact. For more information, see Documenting Identity History.
Notes	Use this view to add other information to the contact record. For more information, see Adding Notes to Cases.
Photographs	Use this view to add photograph files for the contact record. The primary photograph appears in the More Info view for the contact.
Stays	Use this view to create visitor stay records for the contact. For more information, see Creating Visitor Stay Records.
Evidence	Use this view to associate existing evidence records with the contact or create a new evidence record. For more information, see Process of Managing Evidence Items.
Leads	Use this view to associate existing lead records with the contact or create a new lead record. For more information, see Process of Managing Lead Information.

Documenting Immigration Contact Credentials

When a visitor enters the country, the immigration officer must verify the visitor’s passport and visa credentials. Each credential record includes information such as the category, identification number, status, issuing country, date issued, and expiration date. Active credentials are listed in the More Info view for an immigration contact.

You can create credentials only from the Credentials view for an immigration contact. This restriction ensures that credential records have a corresponding contact. After a user creates a credential record, all fields become read-only, except for the Status field. If the Status field is Expired, then the entire record becomes read-only. Only administrators can delete credential records using the Credentials Administration view. For more information, see Administering Credential Records.

Siebel Public Sector includes a preconfigured workflow that finds all active credentials with an expiration date equal to the date before the current date, and sets the status for these credentials to Expired.

This task is a step in Process of Managing Immigration Contacts.

To add credential information

Navigate to the Immigration Contacts screen, then the Immigration Contacts Home view.
Enter data in the Search Identity fields, and click Go to search for the contact.
In the Identities list, drill down on the Contact ID field of the contact.
Navigate to the Credentials view.

Create a new record, and complete the fields as appropriate.

The following table describes the fields.

Field	Description
Category	Select the category of credentials. Values include Visa and Passport.
Type	Select the type of credentials. The values that you can select depend on the value that you select in the Category field. If the category is Visa, then the values include Tourist, Business, Student, and Employment. If the category is Passport, then the values include Regular, Diplomatic, and Official.
Status	Displays a status of Active for the credentials. Values include Active, Expired, and To be deleted. An administrator can delete credentials.
Number	Type the identifier that is associated with the credentials.
Issuing Country	Select the country that issued the visa or passport.
Date Issued	Displays the date and time that you create the record, but you can change this value.
Expiration Date	Select the date that the credentials are no longer in effect.
Place of Issue	Displays the organization for the user who creates the credential record.

Documenting Identity History

As names and other aspects of identities change, the user can add new records to the Identity History view to document the changes. When you create a new identity record for a contact, the status for the identity record is populated with a value of Active, and the identity record is the primary identity.

After a user creates the identity history record, the user cannot change field values other than the Status field and the Primary field. You can mark incorrect records (using the Status field) so that the administrator can later delete the records. Each identity record is given a unique identifier. The Identity ID field provides a link that you can use to navigate to the Identities list view.

This task is a step in Process of Managing Immigration Contacts.

To add an identity record to identity history

Navigate to the Immigration Contacts screen, then the Immigration Contacts Home view.
Enter data in the Search Identity fields, and click Go to search for the contact.
In the Identities list, drill down on the Contact ID field of the contact.
Navigate to the Identity History view.
Select an Identity History record, and select Copy Record in the menu that appears when you click the cogwheel icon.
Make changes in the copied record, and save the record.
If an active and primary identity record currently exists, then the copied record becomes the primary record. The status of the original primary record changes to a value of Inactive.

Creating Visitor Stay Records

A user can create visitor stay records from the Stays view for an immigration contact. The Stays list shows all visitor stay records regardless of contact. Only administrators can delete visitor stay records using the Stays Administration view. For more information, see Administering Visitor Stay Records.

This task is a step in Process of Managing Immigration Contacts.

To create a visitor stay record

Navigate to the Immigration Contacts Screen, then the Immigration Contacts view.
Drill down on the Contact ID field of the contact record.
Navigate to the Stays view.

Create a new record, and complete the fields as appropriate.

The following table describes some of the fields.

Field	Description
Stay ID	Displays an automatically generated number that uniquely identifies the visitor stay.
Arrival Date	Displays the date and time that you create the visitor stay record, but you can change this value.
Port of Entry	Displays the organization of the user who creates the visitor stay record, but you can change this value.
Passport Number	Select the passport number for the visitor stay. You can select only passports with a status of Active.
Visa Number	Select the visa number for the visitor stay. You can select only visas with a status of Active.
Visa Type	Displays the type of visa for the visa number that you select.
Departure Date	Select the scheduled date and time of departure for the visitor stay.
Port of Departure	Select the port of departure for the visitor.
Arrival Vessel Number	Type the number of the arrival vessel and additional information about the vessel.
Departure Vessel Number	Type the number of the departure vessel and additional information about the vessel.
Days Overdue	Displays the number of days that the visitor stay is overdue.
Invalid Departure	Displays a check in the check box for a prior stay record with no departure date if you create a new stay record for a contact that is associated with that prior stay record. The prior stay record becomes read-only, and any value in the days overdue field in that record is cleared.