Avoid creating several tasks for one enquiry

What this means for your practice

Ask the supplier to explain how repeat events are recognised and reviewed. A retry should not automatically become another customer request or another outgoing message.

A practical conversation with your supplier

Ask to send the same fictional submission twice and inspect tasks and outgoing messages. Then send a second, different request from the same fictional person. Your supplier should explain how both cases are handled and where uncertain matches wait for review.

Plan the first improvement

Agree what makes two deliveries the same event before looking at the supplier's proposed solution. The same person may legitimately make two different enquiries, so a matching name or email address cannot be the only business explanation. A reference carried with the original submission can help the supplier recognise repeated delivery, but you should ask how that works in the actual tools being connected. Include outgoing acknowledgements in the demonstration: preventing duplicate tasks is incomplete if the visitor still receives several messages.

Give staff a way to report suspected duplicates and to keep genuine separate requests apart. When reviewing the first results, distinguish a repeat caused by the website from a person deliberately submitting again because they saw no confirmation. The latter may also require a clearer form journey. Keep an explanation of how repeats were handled so reception can understand why a record was created once, held for review or treated as new work.

How to check the result

Count duplicate tasks created by repeated events.