Order Types & Workflows

Overview

The Ordering Portal supports 10 distinct order types at launch, each with tailored workflows, document requirements, and status progressions. Every order follows a consistent high-level lifecycle pattern while accommodating the specific requirements of each service type.

General Workflow Pattern

All orders follow this high-level lifecycle:

1. Order Creation - The customer initiates a new order, associated with either a new or existing project
2. Document Submission - Based on the order type, the system prompts for required supporting documents. Orders cannot proceed until all mandatory documents are submitted
3. Order Submission - Once required documents are uploaded, the customer submits the order for processing
4. Order Confirmation - The customer receives an order confirmation notification. FTS users receive an order detail notification containing the customer's information, order details, and submitted documents
5. Admin Review - An FTS user reviews the project, submitted documents, and processes the order request
6. Admin Response - The FTS user provides a response regarding the order status (e.g., approved, requires additional information, or rejected)

Status Definitions

All orders share a common status vocabulary with clear definitions:

Order Types

FTS Assessment

The FTS Assessment is the initial property evaluation for customers with an FTS Package. The system automatically creates an FTS Assessment as the first order for FTS Package clients.

Workflow:

• Documents Required → Submitted → Completed

Key Features:

• Automatic creation as the first order for FTS Package clients
• Required documents list displayed clearly during the order process
• Drag-and-drop document upload functionality
• System validates all required fields before submission
• FTS user receives allocation notification upon submission
• Checklist generation capability for assessment documentation
• SLA configuration of 48 hours with division and builder customisation

FTS Re-Assessment

The FTS Re-Assessment enables customers to request updated evaluations when project details change after the initial assessment.

Workflow:

• Documents Required → Submitted → Completed

Key Features:

• Available from the order creation menu for existing projects
• System displays completion status of the Re-Assessment
• Required documents uploadable via drag-and-drop interface
• FTS user receives allocation notification
• Current checklist generation for updated assessment documentation

Engineering Order

Engineering orders cover engineering services with full lifecycle tracking through all status stages.

Workflow:

• Unprocessed → Allocated → On Hold → Ordered → Feedback Received → Resubmitted → Complete

Key Features:

• Full status lifecycle with all transition stages
• Document submission with type-specific requirements
• Resubmission workflow for iterative document refinement
• Status change notifications at each transition
• Support for amended orders under the same project

Energy Order

Energy orders manage energy rating and compliance services, following the same comprehensive lifecycle as Engineering orders.

Workflow:

• Unprocessed → Allocated → On Hold → Ordered → Feedback Received → Resubmitted → Complete

Key Features:

• Service name display refinements for clear identification
• Full document management lifecycle
• Energy-specific form fields and validation
• Resubmission support for document updates

Report & Consent (R&C)

Report & Consent orders handle documentation processing with an additional "Received" status for tracking document acknowledgement.

Workflow:

• Unprocessed → Allocated → On Hold → Ordered → Received → Feedback Received → Resubmitted → Complete

Key Features:

• Extended status lifecycle including "Received" stage
• "Received" displays as "Received" rather than "Completed" for clarity
• Full RFI and resubmission workflow support

Planning Permit

Planning Permit orders manage permit application workflows, following the same extended lifecycle as Report & Consent orders.

Workflow:

• Unprocessed → Allocated → On Hold → Ordered → Received → Resubmitted → Complete

Key Features:

• Permit-specific documentation requirements
• Integration with project lifecycle gateways
• Pre-construction gateway role - Planning Permits act as gatekeepers before site activation

Developer Approval

Developer Approval orders manage the approval workflow with support for amended orders when design changes occur after initial approval.

Workflow:

• Unprocessed → Allocated → On Hold → Ordered → Received → Resubmitted → Complete

Key Features:

• Amended Developer Approval orders treated as separate new orders under the same project
• Amended orders maintain reference to the original order
• Independent timeline, costs, and approval process for amendments

Protection Works

Protection Works orders follow a streamlined workflow focused on documentation submission and completion.

Workflow:

• Documents Required → Submitted → On Hold → Complete

Key Features:

• Simplified workflow with fewer status transitions
• Pre-construction gateway role for site activation compliance
• Protection works-specific document requirements

Sale Accept

The Sale Accept process provides the most streamlined workflow of all order types, focused on document submission and completion.

Workflow:

• Documents Required → Submitted → Complete

Key Features:

• Minimal status transitions for fast processing
• Dashboard milestone visibility - Sale Accept Complete appears as a key milestone
• Document-focused workflow

Permit Application

Permit Application orders manage permit submission and tracking with support for holds when additional information is required.

Workflow:

• Documents Required → Submitted → On Hold → Complete

Key Features:

• On Hold capability for scenarios requiring additional customer input
• Dashboard milestone visibility - Permit Issued appears as a key milestone
• Streamlined submission-to-completion workflow

Amended Orders

When a customer requests changes to a design after approval has already been obtained, the amendment is treated as a separate new order under the same project. This applies to:

• Amended Developer Approval Orders
• Amended Engineering Orders
• Amended Energy Orders
• Any other order types requiring post-approval modifications

Each amended order:

• Has its own timeline, costs, and approval process
• Maintains a reference to the original order for FTS user context
• Follows the standard workflow for its order type

Roles and Responsibilities