eDEN User GuideGeneral

Contents1. Introduction........................................................................................................32. Registering for access......................................................................................43. Messages............................................................................................................64. Login...................................................................................................................75. Home Page.........................................................................................................7

5.1 Maintain Your Details...................................................................................85.1.1 Update My Details..................................................................................85.1.2 Change My Password...........................................................................9

5.2 Logout.........................................................................................................106. Maintenance.....................................................................................................107. Cases................................................................................................................11

7.1 Searches.....................................................................................................127.2 Apply for DPP.............................................................................................137.3 Apply for Variation.....................................................................................13

8. Tasklists............................................................................................................149. Conversations..................................................................................................1610. Manager Users...............................................................................................20

10.1 Delete Users............................................................................................2010.2 Bulk Transfer (Manager User)...............................................................21

11. Download (Subscriber User)........................................................................23

1. Introduction

Debt Arrangement Scheme (DAS) is a government-run debt management tool which allows debtors to repay their debts through a Debt Payment Programme (DPP). The DPP allows debtors to pay off their debts over an extended period of time while giving them protection from creditors taking action against them to recover the debt. The DPP can last for any reasonable length of time. If approved, a DPP will freeze all interest, fees and charges on the debt included. The parties in the DPP are:

The debtor The creditor(s) The Money Adviser (or Continuing Money Adviser if administering the case

throughout the programme) The Payments Distributor The DAS Administrator.

This User Guide is aimed at all users. Each organisation should have one user who is listed as a Manager user, who has responsibility for giving their colleagues General User or Read Only User rights in eDEN. This guidance is aimed at General Users and Managers.

This User Guide is a manual for eDEN, not a comprehensive guide to all responsibilities of users.

2. Registering for access

The live eDEN site can be found at: https://eden.aib.gov.uk/eDEN

The eDEN training site can be found at: https://edentraining.aib.gov.uk /eden

If you have an active account in DASH your user account will have migrated over to eDEN’s live site and you will need to request a Reset Password link by pressing the red ‘Reset Password’ button on the eDEN login page.

If you do not have an active DASH account then you should register for a new user account.

To Register for access select ‘Register’ from the bottom of the page

Complete all details then select ‘Sign Up’ at the bottom of the page:

You will receive an email confirming your username and advising that your request has been sent for approval:

An AiB user will need to approve this request. Once your request has been approved you will receive another e-mail to say this has been done.

3. Messages

Important System Messages will be show on the log in screen:

4. Login

Once registered and approved you will be able to log in to eDEN with the username and the password that you set at registration:

eDEN will then open to your home page.

5. Home Page

When you log into eDEN, your home page will open up.

Along the top of the page there are dropdown options where actions can be selected. (see section 6 and 7)

If you click on either the ‘Home’ option or the ‘eDEN logo’ from any page within the system you will be redirected back to your home page.

Your task lists appear down the left hand side with number counters to let you know how many tasks are in each list.

Quick Search allows you to input a reference number to be directed straight to a case.

5.1 Maintain Your Details

On the right corner of the screen your username will appear:

If you click on your username from here you can select ‘My Details’ or ‘Logout’.

By selecting ‘My Details’, you can then go on to select ‘Update My Details’, ‘Change My Password’ or delete your access to eDEN using the menu at the left hand side:

5.1.1 Update My Details

Select ’Update My Details‘ from the links on the left of the page:

You are then able to update your name and contact details. Once all changes have been made select ’Update‘ at the bottom of the page:

5.1.2 Change My Password

You can change your password by selecting ‘Change My Password’ on the left of the screen:

You will be asked to provide your current password and then enter the new password that you would like to set:

The password should be between 10 and 32 characters long and must satisfy the following rules:

At least one English lowercase character (a-z) At least one English uppercase character (A-Z) At least one numeral (0-9) At least one non-alphanumeric character (character other than a-z, A-Z, 0-9)

5.2 Logout

To logout select your username from the top right corner and pick ‘Logout’, then confirm:

6. Maintenance

From the Maintenance list you will be able to search for other users in your organisation:

Users can be searched on:

Username Forename Surname Organisation Status Type

Additionally, if you leave all search fields blank and click on ‘Search’ you will be shown all users for your organisation:

7. Cases

From the ‘Cases’ dropdown list on the top of the homepage you can choose to Search Cases, Variations, Revocation, Conversation, Proposals, Reviews and Appeals. You can also choose to start a new application to by clicking on ‘Apply for a DPP’, Business DPP or, if you are a creditor that is not already included in a DPP and you wish to be added you can also ‘Apply for Variation’.

7.1 Searches

When Selecting the ‘Search Cases’ option you will have the ability to search for cases by using numerous search fields including case status and Money Adviser or Payment Distributor reference numbers.

The search results will show all cases that meet the criteria, that your organisation has access to. If all search fields are left blank, all cases will be returned in the results. Search results will also show any cases that fully or partly match the information searched on.

Search results can be ordered in Case Reference, Case Type, Application Type or DPP Status order:

Any search results can also be exported to an excel document by pressing the ‘Export Personal’ or ‘Export Business button on the page once the search results are shown:

Any Search criteria can be reset by selecting the ‘Reset’ button on the page ready for a new search to be started.

A user can click through the pages of search results using the arrows at the bottom of the screen:

The number of results shown on a page can also be changed using the Results per page at the bottom left of the page:

More information on the debtor can be seen by hovering your cursor over the eye on a search result:

All other search pages can be used in a similar way to the case search page using the relevant search fields and showing relevant Search result information.

7.2 Apply for DPP

If you are a Money Adviser you will have the option to apply for a DPP. Selecting this option will start an application. More information on how to complete an application can be found in the Money Adviser Guide to Applying for a DPP on eDEN.

7.3 Apply for Variation

A Creditor who is not already included in a DPP can start a variation to have their debt added to the DPP. Select the Apply for Variation option from the Cases dropdown on the homepage.

Information must be entered in one of the search fields to find the relevant case:

Search results are shown in a dropdown list where a case can be selected to start a variation application:

More information on how to complete a variation can be found in Creditors Guide to Creating a Variation on eDEN.

8. Tasklists

The tasklists on your homepage will be unique to your organisation type, so some of the lists showing below may not be visible to your organisation:

The tasklist will show all work that requires your attention. Each tasklist has a counter which will show the number of items in the list:

By selecting the list, the work item will open to the right:

Selecting the work item will open the relevant application or case.

9. Conversations

When in a specific case , any user is able to start a conversation by selecting ‘Create Conversation’ on either the side menu on or the Conversation tab:

Enter a Subject and select participants from the dropdown list:

You can assign a user from your organisation or just leave bank.

The conversation can be sent to each participant separately or a group conversation can be created where all participants on the conversation can see and respond to each other’s comments.

Complete your message and then select Create Conversation:

Received messages sent to you relating to cases will appear in the tasklist on your home page.

Selecting Conversations from the tasklist will open the conversation:

By selecting the conversation, you are able to respond to the message:

And these press ‘Send’:

Mentioning a user within a conversation, by using @ and the username, will send them a notification to inform them of the conversation on the case.

Response can be typed here:

To remove the conversation from the tasklist, mark the conversation as ‘Seen’ by clicking the Unread picture:

All conversations can still be viewed within the case on the conversations tab. There is a number counter to inform you how may conversations there are.

If you click on the tab you will see the details about the conversation.

10. Manager Users

10.1 Delete Users

Money advice organisations are responsible for ensuring the information retained on the eDEN case management system is correct and that it is only relevant staff who have permissions to use the system.  Please refer to operational guidance at https://www.aib.gov.uk/individual-das-guidance-mas

A manager user can delete other users from their organisation. The manager should search for a user or several users as set out at Section 6. Maintenance. Click on the user you want to delete and you will see the user details. On the left hand side of the screen you will see a ‘Delete’ option.

Click on the ‘Delete’ link if you want to delete this user. You will be presented with a warning message. If you are sure you want to delete the user click on ‘Delete’. If you do not want to delete the user click on ‘Cancel’.

If you click on delete you will receive a confirmation message:

If you cancel the action you will receive am message conforming that the action has been cancelled and the user will remain in the system for your organisation.

10.2 Bulk Transfer (Manager User)

Each organisation type is able to request their case load to be transferred to another organisation of the same type.

To create the bulk transfer, select ‘Create Bulk Transfer’ option from the list at the top of the Home Page:

What you see will depend on your type of organisation. The image above is for illustrative purposes only.

The previous organisation will be your own organisation.

The new organisation will be the organisation taking on your caseload (for creditors it will be who you have sold/passed the debt to).

The transfer reason should be completed with an explanation for transferring the case:

Select all cases to be transferred and upload the appropriate evidence and select ‘Create’:

Once created you will be able to view the details, ‘Update’ if needed and then ‘Submit’:

The transfer request will go to the New Organisation for approval before the cases will change to the new organisation.

11. Download (Subscriber User)

If you have subscribed to the download service you will see the option to download in the Cases dropdown from the homepage:

Once selected you will be given the option to download a file for Personal or Business DAS Information.