Customer User Guide. Self Service CUSTOMER USER GUIDE VERSION 1

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1 Customer User Guide Self Service CUSTOMER USER GUIDE VERSION 1

2 CONTENTS 1 How to use this guide Confidentiality Purpose of this guide What s new and what s changed User Guide name and version number About 1-Stop Who is 1-Stop? What does 1-Stop provide? Why use 1-Stop services? About Self Service What is Self Service? Who uses Self Service? Why is Self Service used? Terms of use Customer system requirements Hardware Operating system Software Communications Getting started Logging in The user view The Organisation Administrator s view How to How to use the Self Service screens for ordinary users Self Service-CUST-User Guide Page 1 of 26

3 7.1.1 How to view user details How to edit user details How to change a password from the user details screen How to set your birthdate and security questions How to use the Self Service screens for Organisation Administrators How to view and change Organisation Details How to view Services information How to view and edit Subsidiaries How to view all Organisation Users How to filter the Organisation Users view How to edit User Details How to add permission to use a service How to change a password How to add a person Solving problems What does the multiple logon warning mean? How do I obtain a Direct Debit Request Form (DDR) to complete my registration? Where to get help Glossary Self Service-CUST-User Guide Page 2 of 26

4 1 HOW TO USE THIS GUIDE 1.1 Confidentiality The information contained in this document is for customers of 1-Stop services only. Copyright remains with 1-Stop. No unauthorised copying or distribution of the document or any part of its contents is permitted. If you have any questions about the use or distribution of this document, call the 1-Stop Helpdesk on Purpose of this guide This guide is for customers of 1-Stop. It is intended as a: training resource when you purchase 1-Stop s services; and reference guide, if you need help to perform specific tasks. Information about solving problems is included at the end of this document. If you need extra help you can: check the FAQs in the Help tab on our website at or contact the Helpdesk on What s new and what s changed The information contained in this guide is current as at November 2010 and reflects all changes to the user interface up to that date. If you think you may not have the most up to date User Guide, check the downloads available at or call customer service on User Guide name and version number Updates to User Guides are made each time a new version of the service is released. This is: Self Service-CUST-User Guide version 1. Self Service-CUST-User Guide Page 3 of 26

5 2 ABOUT 1-STOP 2.1 Who is 1-Stop? 1-Stop is an information communications technology (ICT) company that provides services to businesses involved in the import and export of goods to and from Australian ports. We are based in Sydney and our services are used all over Australia and in Auckland, NZ. Our customers include: terminal operators (stevedores); shipping lines; Australian Customs Services and Australian Quarantine and Inspection Service; container depots; importers and exporters; freight forwarders and agents; road carriers; and rail operators. 2.2 What does 1-Stop provide? Our ICT solutions permit the exchange of data via the web or by electronic data interchange (EDI), for purposes such as container and vessel tracking, vehicle bookings to collect and deliver cargo at terminals, Electronic Import Delivery Orders (EIDOs), Pre Receival Advices (PRAs), invoice and payments systems, and much more. For a full list of our services, go to 1-Stop Services. Self Service-CUST-User Guide Page 4 of 26

6 2.3 Why use 1-Stop services? 1-Stop services are an important part of the Australian logistics supply chain. We re integrated with ports and terminals all over Australia. Every day our community of users grows. 1-Stop customers enjoy: efficient and real time transactions between community members; improved data quality; clear, visible data about vessel and container movements; easy reporting to Australian Customs Services to meet regulatory requirements; time and cost savings, thanks to automation of repetitive transactions; better ability to respond to their customers; and improved business efficiency, due to the one-to-many solution access one system to do business with many providers. Self Service-CUST-User Guide Page 5 of 26

7 3 ABOUT SELF SERVICE 3.1 What is Self Service? Self Service is a feature of your 1-Stop service subscription. Self Service allows users to manage their own details (such as contact details and passwords) and allows Organisation Administrators to manage the users of their company s subscription. Users can: change personal information; and change passwords. Organisation Administrators can: change the personal information of people in their company as well as their own; change other peoples passwords as well as their own; grant access to services by attributing roles to company members; activate or deactivate peoples accounts; lock or unlock peoples accounts; and add new users. The Organisation Administrator can also view how many access roles are left in their service license and on what date their service will need to be renewed. 3.2 Who uses Self Service? All 1-Stop customers have access to Self Service. The Organisation Administrator(s) manage each company subscription. 3.3 Why is Self Service used? Self Service gives customers quick and easy access to screens to update all relevant company and personal information. It means customers avoid waiting in Helpdesk queues to do simple tasks such as adding new users to a company account. Self Service-CUST-User Guide Page 6 of 26

8 4 TERMS OF USE All 1-Stop products have Terms and Conditions of use. If you are a new user of webbased services, you ll be asked to agree to these when you sign in. Downloadable copies of some of our Terms and Conditions are available on our website at 1-Stop Terms and Conditions. Self Service-CUST-User Guide Page 7 of 26

9 5 CUSTOMER SYSTEM REQUIREMENTS 5.1 Hardware To use the 1-Stop Gateway, customers need: 1GHz CPU and above; 1GB RAM minimum; and a printer for report printing (where required). 5.2 Operating system 1-Stop services are compatible with any operating system with web browser capability. However, Internet Explorer for Windows is the recommended configuration. Functionality may be limited in other browser environments. 5.3 Software Customers need: Internet Explorer Version 7 and above (on Windows operating system); and an account with HTML capability for receiving acknowledgements and EIDO responses. 5.4 Communications You need: internet access (we recommend ADSL or higher; a satellite is recommended for rural users); and SMTP communications. Self Service-CUST-User Guide Page 8 of 26

10 6 GETTING STARTED 6.1 Logging in Go to the 1-Stop Sign in at the top right corner of the Home page. Enter your user name and password. You may be asked to reset your password. Once you ve logged in, you ll see a Welcome message, including your user name. Look for the My Account link above the welcome. 6.2 The user view Regular users will be taken to a screen with a header User Details, which contains their personal information. Self Service-CUST-User Guide Page 9 of 26

11 Note that at all times you can use the shortcut links in the blue menu bar on the left to Home and Change Password. 6.3 The Organisation Administrator s view The Organisation Administrator will be taken to a page entitled Organisation Details immediately after log in. Self Service-CUST-User Guide Page 10 of 26

12 Note that at all times you can use the shortcut links in the blue menu bar on the left to Home and Change Password. Self Service-CUST-User Guide Page 11 of 26

13 7 HOW TO 7.1 How to use the Self Service screens for ordinary users How to view user details If you are a standard user not an organisation administrator, you will be taken to the User Details page immediately after log in. Your Organisation Administrator s name will appear at the top of the details list in this screen. This is the person you need to contact if: you want permission to use additional services that are included in your company submission; or you need help resetting your password (you have the option to reset it yourself, too). Self Service-CUST-User Guide Page 12 of 26

14 Note that this screen also displays your Security Question Password Hint and Answer. This will prompt you to remember your password if you forget it. Your personal information is listed next. You can edit this if necessary, by clicking on Edit How to edit user details Clicking on Edit will take you to an editable view of the User Details page, where you can add or change information. From this page you can: view the services which you have permission to access; check and change your personal information; and change your password How to change a password from the user details screen Click on the Change Password link. Self Service-CUST-User Guide Page 13 of 26

15 Add your new password and confirm it in the field below How to set your birthdate and security questions The birthdate will be set to a default. You can update this when you check your personal details. This helps the Helpdesk identify you when you call for assistance. Alter your security questions by picking one from the list of prompts and supplying the answer in the field below. When all details are correct, click Save. 7.2 How to use the Self Service screens for Organisation Administrators Log in using your Organisation Administrator s account. You ll be taken to the Organisation Details screen. This screen has four parts: Organisation details; Services; Subsidiaries; and Organisation users How to view and change Organisation Details Your organisation details will be displayed at the top of the Organisation Details screen. You can update or edit these details by clicking on the Edit Details link. Self Service-CUST-User Guide Page 14 of 26

16 7.2.2 How to view Services information Scroll down to below Organisation Details in the Organisation Details screen. Services will appear. You can view all services attached to your 1-Stop subscription here. This information cannot be altered. Allocated Users shows you how many licences are being used by people in your organisation. Your 1-Stop subscription will have limited user licences. Note that if Self Service-CUST-User Guide Page 15 of 26

17 you want to find out who is using a service, you can sort users according to the services they use in the Users section at the bottom of this screen. See Active shows you if the user is active or not. Available Sinc e and Available to show you the duration of your subscription. Note that the Available to date lets you know when your subscription is due for renewal. Billing Address denotes the billing address for this subsidiary How to view and edit Subsidiaries Scroll down the main Organisation Details screen to Subsidiaries. You will notice three links on the right of the table. View will take you to a static version of the subsidiary s details screen. Edit will take you to an editable version of this information. The VBS Terminals link appears when the parent organisation is registered for the 1-Stop Vehicle Booking System (VBS). Clicking on this link takes you to a screen which allows subsidiaries to register at various terminals. All users of the VBS need to complete a registration process to use the terminals. On the registration screen, you will need to: select the terminal at which you would like to register your subsidiary; read and accept the terminal s terms and conditions; and click Register. An will be sent to the terminal informing them that you have registered. Self Service-CUST-User Guide Page 16 of 26

18 If you want to return to the Subsidiary details without making a registration, you can do so by clicking on the To Details link in the top left of this screen How to view all Organisation Users Scroll further down in the Organisation Details screen to Organisation Users. Self Service-CUST-User Guide Page 17 of 26

19 This is a list of all users registered to your subscription. Please note: a user cannot be deleted from the system due to record-keeping policies. You will see the following information. Person s Name title/first/last. Username used to login. The Subsidiary they belong to useful when you want to create a new user with similar access. Active if the account is active, the box is ticked; if inactive the box is empty. Note that inactive users do not count to your subscription. The Organisation Administrator must remove roles from inactive users before assigning those roles to other active users. Locked if the user fails to log in on the fourth attempt, their account is locked. This is shown by a tick in this box. If the box is empty the user can log in if their account is active and they know their password How to filter the Organisation Users view You can filter the Organisation Users view according to the services the people in your organisation are using. Self Service-CUST-User Guide Page 18 of 26

20 You can also filter according to role and status (this refers to the status of the user s account, which may be active or inactive) How to edit User Details Click on the Edit link beside a user s name to edit their details. You ll be taken to a User Details screen. Self Service-CUST-User Guide Page 19 of 26

21 Change users personal information in this screen as necessary by altering the fields in the left column of the screen. In this screen you can: mark a user Active or Inactive ; mark a user Locked or Unlocked ; and grant user access roles to certain services, or strip the access from them. Note that when marking a user inactive, you should always strip their access roles How to add permission to use a service The User Details screen shows services used by or available to this user. Services are listed in the right hand column of this screen under Service Access. The number of users who can be assigned to a role is dependent on the subscription. If the company limit has been reached, you will not be able to add the role to any more users. Self Service-CUST-User Guide Page 20 of 26

22 If the service appears on this list, then your service license allows you to add the role to this user. To allow a user access to a service, just click in the check box next to that service How to change a password Change a user s password by clicking on Change Password in the left column of the User Details screen. (You can also follow the link in the blue main menu on the left of the screen.) Confirm the new password in the field below How to add a person The link to Add a Person appears below your users list at the bottom right of the Organisation Details screen. Click here. You ll be taken to an empty User Details screen. Add the user s details and click Save. Note that the subsidiary must be correct. Refer to another user with access similar to the one you want to create. If there are no other users, you should check the subsidiary list for a proper subsidiary that is Active. To enable a user to retrieve their password later when it is lost or forgotten, the key fields to add are: address where the password will be sent (you also have the option of adding a mobile phone number, where an SMS can be sent with credentials); Username; Password Hint; and Self Service-CUST-User Guide Page 21 of 26

23 Password Answer. Don t forget to complete all the required fields (marked with an asterisk*). The user will now appear on your Organisation Users list. Click Edit to activate the account (Click Active ) and add services to this user (see 7.2.7). Self Service-CUST-User Guide Page 22 of 26

24 8 SOLVING PROBLEMS What does the multiple logon warning mean? If two people log in using an individual user s account, either user may receive a warning which states that another party is using that account (unless that account permits multiple logons) How do I obtain a Direct Debit Request Form (DDR) to complete my registration? You will be sent a direct debit request form (DDR) via , by our Helpdesk upon completion of the online registration. If you need one and haven t received it, call Self Service-CUST-User Guide Page 23 of 26

25 9 WHERE TO GET HELP Help is available: from the FAQs in the Help tab of our website ; by to and from the Helpdesk on Self Service-CUST-User Guide Page 24 of 26

26 10 GLOSSARY Terminal the container terminal operator; the stevedore. VBS the vehicle booking system. Register register for 1-Stop services at Organisation your company. ABN Australian Business Number. Organisation Administrator the user with the highest level of permission; who manages other users from the same organisation. User an ordinary user; someone who has limited access to self service options and may change or update their own details but no-one else s. Username the name given to you on registration by 1-Stop. Role when you are granted a role for a service, you may use that service. Service the services provided by 1-Stop. Active the user is still employed by and still needs access to 1-Stop services on behalf of your organisation. Inactive the user is no longer employed by or no longer needs access to 1-Stop service on behalf of your organisation. Status the current state of a user s access. Locked the user is no longer permitted to gain entry to the system. Subsidiary a 1-Stop subsidiary is not a true subsidiary company; this model is used for the distribution of roles and services. In some cases, the subsidiary model allows 1-Stop to recognise branches or state offices within an organisation. Self Service-CUST-User Guide Page 25 of 26

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