Requests or claims are randomly allocated for processing
Randomly allocate requests or claims to staff for processing. This removes the option for staff to select which claims to process.
Why this countermeasure matters
Allowing staff to 'cherry-pick' which requests or claims to process themselves increases the risk of:
- staff deliberately processing fraudulent requests or claims
- staff being coerced to process fraudulent requests or claims by others.
How to put this countermeasure in place
One way to implement this countermeasure includes making sure systems or processes randomly allocate work to processing staff.
How to measure this countermeasure's effectiveness
Measure the effectiveness of this countermeasure by using the following methods:
- Confirm random allocation processes are always applied.
- Review workload management specifications and system requirements.
- Review reports of work allocation, such as by location and staff user ID.
- Undertake pressure testing or a process walk-through to confirm that allocation processes cannot be ignored even when pressure or coercion is applied.
- Review approvals process and make sure there is a separation of duties.
- Confirm monitoring and reporting processes exist for allocation, and confirm this would identify abnormal processing patterns.
This type of countermeasure is supported by: