PROCESS FOR RESOLVING ISSUES IN IFMIS FOR LINE MINISTRIES(including MFED)

STEP 1. SELF HELP - If you face a problem regarding operating IFMIS for any reason whatsoever, refer to the USER MANUAL provided to resolve the issue.

STEP 2. LEVEL 1 SUPPORT - If you are not able to resolve the issue by consulting the USER MANUAL, contact the Senior Accountant (or the Accountant in some Line Ministries). The Senior Accountant should resolve the problem based on her/ his knowledge and also by referring to the USER MANUAL.

STEP 3. LEVEL 2 SUPPORT - If the Senior Accountant is not able to resolve the issue, then she/ he should call 73022775 (Mr. Taunteang Teitinako) or email to ifmishelpdesk@mfep.gov.ki between 10 am to 5 pm (Kiribati time) on working days as per GOK (Monday to Friday, except holidays).

• If the Senior Accountant calls the number given above, the person picking up the call will ask for her/ his name and about the issue. After recording the issue (can be recorded both in English or Kiribati) in the call log, the person will give a ticket number to the Senior Accountant. This number should be quoted in all future reference regarding the issue.
• If the Senior Accountant is calling to follow up for an earlier call, she/ he should refer to the ticket number and get the status. Also, once the issue is resolved they will receive a mail from ifmishelpdesk@mfep.gov.ki updating them on the issue status.
• If the Senior Accountant sends a mail to the email id given above, she/ he should get an acknowledgment mail and a ticket number for their issue within 6 working hours. This number should be quoted in all future reference regarding the issue.

STEP 4. LEVEL 3 SUPPORT - If the Treasury Team in MFED, is not able to resolve the issue, then they should log the issue with Local Team of FreeBalance in Kiribati. This should be done if actions required for resolving the issue cannot be identified within 3 working hours after logging of the issue from the Line Ministry.

STEP 5. LEVEL 4 SUPPORT - If the Local Team of FreeBalance in Kiribati is not able to resolve the issue, then they should escalate the issue to FreeBalance HQ. This should be done if actions required for resolving the issue cannot be identified within 6 working hours after logging of the issue from the Line Ministry.

STEP 6. Within 24 hours of the logging of the issue the user who faced the issue should get a mail from Treasury updating them on the status (Resolved or Not Resolved) and if Not Resolved then what is the time line for resolving the issue.