IdynticIdyntic
Playbook

Customer Scenarios

Practical guidance for the NIN-related requests customers bring to your counter.

01Customer Lost Their NINCustomer scenario and recommended workflow

This is one of the most common scenarios you'll see. When retrieving or reprinting a customer's NIN, you only need one of the following identifiers, not all of them. The primary and preferred option is their NIN number. If that is unavailable, you can use any phone number linked to their NIN, their demographic details, or their tracking ID.

What to ask

  1. 1.
    Their NIN Number (Primary)

    The quickest, most reliable, and preferred way to retrieve or reprint a NIN document. Always ask for this first.

    Use NIN Retrieval
  2. 2.
    Phone Number Linked to NIN or Used During Enrollment

    If the customer does not remember their NIN, ask for the phone number they used during enrollment or linked to their NIN. Make sure they do not guess the number.

    Use NIN by Phone
  3. 3.
    Their Demographic Information

    If the phone number is not available, you can retrieve their record using their personal details: First Name, Surname (Last Name), Date of Birth, and Gender, exactly as provided during enrollment.

    Use NIN by Demographic
  4. 4.
    Their Tracking ID

    If the customer has their 15-digit tracking ID from their enrollment slip, you can retrieve their NIN profile directly using the NIN by Tracking ID service on Idyntic.

    Use NIN by Tracking ID

TL;DR

Use one verified identifier only. Start with the customer's NIN; if unavailable, use their linked phone number, exact demographic details, or 15-digit tracking ID. Select the matching service above.
02Customer Only Has a Phone NumberCustomer scenario and recommended workflow

This is one of the most common scenarios you'll see. When a customer only has the phone number used during enrollment, you can retrieve their NIN using NIN by Phone.

TL;DR

Only use NIN by Phone when the customer confirms the exact number linked to their NIN. If they are unsure, use another retrieval method instead.
03Customer Wants to Print a Plastic NIN CardCustomer scenario and recommended workflow

A plastic NIN card is printed using the Premium NIN document. First retrieve the customer's record using one of the available services in the Customer Lost Their NIN scenario, then select Premium NIN.

See Customer Lost Their NIN
04Customer Needs IPE ClearanceCustomer scenario and recommended workflow

Use IPE Clearance when a customer does not have their NIN but has their Tracking ID, and their registration is affected by Manual Adjudication.

Resolution

  1. 1.Initiate IPE Clearance on Idyntic using the customer's Tracking ID.
  2. 2.After the clearance is successful, retrieve the customer's NIN.
  3. 3.Use the retrieved NIN with NIN Retrieval to download or print the customer's NIN slip.
Use NIN IPE Clearance

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