To create and publish processes, a user must have one of the following permissions in the Connect system:
- Process step editing
- Process editing
- Model Administration
- Administration
System administrators can change permissions for different users by going to People > Users.
In this article, we will go through the following sections:
3. Add and connect new process decision
4. Approve and publish new process
1. Adding a new process |
1.1 Access the Operations tab and click the Processes subtab.
1.2 Click the Add New Process button.
1.3 A release management workflow appears. Click Ok to access edit mode.
1.4 Complete all the relevant fields in edit mode.
Field |
Description |
Example |
|---|---|---|
| Process name | The title of the process. | Customer Onboarding |
| Description | Detailed introduction to the process that provides context and scope. This appears at the start of the process start point. | This process outlines the steps for onboarding new customers to our platform. |
| External reference identifier |
A unique identifier or number for the process. Use this field when maintaining a specific numbering scheme or referencing from another system This field is optional. |
PROC-2024-001 |
| Relevant documents | Supporting documents related to the process such as templates, forms, or reference materials. Documents must be uploaded or referenced to Holocentric Connect before they can be linked. | Onboarding Checklist.pdf, KYC Requirements.docx |
| Managing Business Unit | The business unit that owns and is responsible for maintaining this process. | Customer Services |
| Related Stakeholders | Positions responsible for the process governance, including those who are Accountable, Approvers, Owners, or Reviewers |
Owner: Customer Services Manager Approver: Head of Operations |
| Governing Obligations | Legal, regulatory, or contractual obligations that mandate or influence how this process must be performed | AML/CTF Customer Identification Requirements |
| Governing Policies | Internal policies or specific policy sections that provide guidance or requirements for this process | Customer Due Diligence Policy; Data Privacy Policy |
| Governing Regulations | External laws, regulations, or standards that the process must comply with | Privacy Act 1988; AML/CTF Act 2006 |
| Related Risks | Identified risks associated with this process, including operational, compliance, or strategic risks |
Incomplete customer verification Data breach during onboarding |
| Related Controls | Control measures implemented to mitigate the risks associated with this process |
Automated ID verification system Dual approval for high-risk customers |
| Summary | A brief, concise description that appears in browsing menus and search results to help users quickly identify the process. | Process for verifying and onboarding new customers |
| Roles this is relevant to | Roles that have duties within the process. |
Customer Service Representative Compliance Officer Account Manager |
| Category | The classification or grouping used to organise processes within the system (e.g. by function, department, or process type) | Customer Management |
| Required reading (for customers with Attestation only) | When enabled, this setting mandates that all users in relevant roles must read and acknowledge this process as part of their compliance requirements. | ☑ (ticked) |
| Keywords for 'Search' | Search terms that users might enter to find this process. Include synonyms, abbreviations, and related concepts to improve discoverability. | onboarding, new customer, KYC, verification |
| Remove from view |
Tick the box to hide the item. This will make the item only visible to users with Administrator permissions. Hidden items are:
|
☐ (unticked) |
TIP: If you assign a role to a process, only users that have been assigned this role in the web app will be able to see it in the Browse menu. All other users can still see it in the list view.
2. Add a new process step |
The process sequence editor displays the preview of the map whilst you are populating the steps.
2.1 In the process sequence editor, click + (plus symbol) to add a new step or a gateway.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
2.2 Complete all the relevant fields in edit mode.
Field |
Description |
Example |
|---|---|---|
| Name | The title or heading for the step that clearly identifies the action or decision being performed. | Verify Customer Identity |
| Description | Detailed instructions explaining how to complete the step, including what actions to take, what to check, and what outcomes to achieve. Provide clear, actionable guidance for the person performing the task. | Review the customer's provided identification documents against the verification checklist. Confirm that the photo ID is current, matches the application details, and meets AML/CTF requirements. If documents are unclear or expired, request updated documentation before proceeding. |
| Performed by | The role responsible for executing this step. This will be role that will actually perform the work. | Customer Service Representative |
| Interacting with |
Additional roles or stakeholders who participate in or are affected by this step, but are not directly responsible for performing it. Specify their involvement level:
|
Consulted: Risk & Compliance Team Informed: Account Manager Supported: Customer Support Team |
| Work instructions | Supplementary detailed procedures, guidelines, or reference materials that provide additional guidance for completing this step. These documents must be uploaded or linked to Holocentric Connect before linking. | ID Verification Procedure.pdf; AML Red Flags Guide.pdf; Escalation Process for Suspicious Documents.docx |
| Documents used in step | Templates, forms, checklists, or reference documents that are needed to complete this step. These are the materials the performer will actively use during execution. | Customer ID Verification Checklist; Acceptable ID Documents List; AML/CTF Verification Standards; Document Quality Requirements Guide |
| Systems used in the step | Software applications, platforms, tools, or equipment required to complete this step. Include both primary systems and any supporting technology. |
Document verification system Customer Relationship Management system Secure document storage |
| Governing Obligations | Legal, regulatory, or contractual obligations that specifically mandate requirements for this step. | Customer Identification Obligation |
| Governing Policies | Internal policies or specific policy sections that provide guidance or requirements for this step. | Customer Identification Policy (Section - Verification Requirements) |
| Governing Regulations | External laws, regulations, or standards that govern how this step must be performed. Include specific section references where applicable to enable easy lookup. | Privacy Act 1988 (Australian Privacy Principles 3 & 11 - Collection and Disclosure) |
| Related Risks | Potential risks, threats, or adverse outcomes that could occur during or as a result of this step. Include operational, compliance, security, and reputational risks. | Acceptance of fraudulent identification; Inadequate verification leading to regulatory breach; Privacy breach through improper handling of ID documents; Delays in onboarding due to verification failures |
| Related Controls | Control measures, checks, or safeguards implemented to prevent, detect, or mitigate the risks associated with this step. | Dual verification for high-risk applications; Automated document authenticity checks using AI technology; Mandatory compliance training for verification staff; Audit trail of all verification decisions; Supervisor review for flagged cases |
2.3 Once you have completed the step, click Save to commit the changes.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
2.4 Your step should now appear on the process sequence menu. You can also see the preview of your map.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
3. Add and connect new process decision step |
3.1 In the Processes tab, search for the process you will be editing, and click Open.
3.2 Click Edit.
3.3 Click + (plus symbol) to add a new step or a gateway.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription.
3.4 Click Gateway.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription.
3.5 Write the decision prompt. A decision prompt is usually a question that the user will have to answer. Click Save when you are finished. The decision point will now be added to your process map.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
3.6 To connect a gateway to an option, make sure you first create all the steps to which each option will be connected.
3.7 Create a Choice label for the connection. Consider: What answer would the user need to provide to proceed to the chosen outcome? The answer is your Choice label.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
If you want to make more than two connections, click Add new choice to make additional connections. Once you have added the connection information, click Save.
3.8 Once you have saved, you'll see the decision represented in your sequence editor view. If done editing, click Exit editing.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
4. Approve and publish new process |
Once you have made all edits, you need to approve and publish the process before it is visible to all system users.
4.1 Click Send for review.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
4.2 A release management workflow appears. Write a summary of what you changed and click Send for review. The new process is now ready to be approved.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
4.3 You'll now see the draft status has changed to Awaiting Approval. Depending on your permissions, you'll either be able to continue following the publishing prompts, or will need to wait for another user to approve and publish. Note, draft processes will not be visible to all users until they have been approved and published.
Click the drop-down, and select Approve.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
4.4 A release management workflow appears. You can edit the summary of what was changed. You also have the option to select who approved the item, the date on which it was approved as well as the next review date.
Click Approve to confirm changes. The process is now be marked ‘Ready to Publish’.
TIP: If you assign a role to a process, only users that have been assigned this role in the web app will be able to see it in the Browse menu. All other users can still see it in the list view.
4.5 Click Publishing to officially publish the process. You have the option to revert the process to a draft if required. Click Publish immediately to proceed with publication.
*Image is for illustrative purposes only. Menu bar options vary based on your permissions or organisation's subscription .
4.6 When you confirm publication, a release management workflow appears. You have the option to edit the summary of what you changed. Click Continue to publish the new process.
4.7 The release label and notes window appears. Write official release notes about the new process. You can edit the release notes later if required.
Field |
Description |
|
Label this release |
The official name of this release. |
|
Release notes |
Details about what updates you have made. |
|
Post a news item about this when the items are published |
If selected, you can post a news item on the Home tab to notify users about your content changes. |
|
News item title |
Title of the news item that will appear in the Home tab. |
|
News message |
The message that will appear under the news item title. |
|
Include link in release summary |
If selected, this option will allow you to include a link to the release notes for the item. |
|
Email all users when this News Item is published |
If selected, all web app users in your organisation (provided they have activated their account) will receive an email notification about the release at 5:30 am AEDT/AEST the following day. |
4.8 Click Publish to officially release the new process. You will receive a confirmation when the item is published.