Random allocation

Randomly allocate requests or claims to employees to remove the option for employees to select which claims to process.

This control targets both internal and external fraud risks.

Examples

Examples of this control include:

automatic push allocation in case management systems
workflow-driven blind allocation where employees must take the oldest task in the queue first
automating email or chat distribution rather than employees selecting emails from a shared inbox
supervisors reviewing and assigning tasks via a team meeting or in a shared tracker.

Allowing employees to choose which requests or claims to process can lead to:

Methods to evaluate the effectiveness of this control include:

confirming random allocation processes are always applied
reviewing workload management specifications and system requirements
reviewing reports of work allocation, e.g. by location and user identification
undertaking fraud control testing or a process walkthrough to confirm that allocation processes cannot be circumvented, even when pressure or coercion is applied
reviewing approvals processes and making sure there is a segregation of duties
confirming monitoring and reporting processes exist for allocation and confirming this would identify abnormal processing patterns.

Other capability, prevention, detection and response controls that can enhance this control’s effectiveness:

Types of behaviour this control is designed to mitigate:

Explore a range of controls that can be put in place to reduce the risk of fraud happening in your organisation.