ICL Pathway
Help Desk Ref.: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
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Document Title
Document Type
Help Desk Acceptance Test
Acceptance Specification
Abstract This document describes the Acceptance Test for Help Desk
Status Issued
Author Peter Burden
Approval By 18/12/98
Distribution Pathway Management Team
POCL/DSS.
PDA
Recommended for
Approval
Signature
Name
Date
Approved
Signature
Name
Date
ICL Pathway Test Manager
For and behalf of ICL Pathway
Test & Integration Manager
Pathway Library
Martin Riddell
Paul Westfield
Paul Curley
John Wright
Girobank - Dave Wilson
ICL Outsourcing - John Opara
- Larry Cotterell
tba
Mary Reade
Colin Standring
Authority(ies) Test Manager
For and behalf of Authority(ies)
© 1998 ICL Pathway Ltd
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk
Acceptance Specification
Ref.:
Version:
Date:
CR/ACS/018
2.0
11/12/98
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0.
01
DOCUMENT CONTROL
DOCUMENT HISTORY
Version —_— Date
0.1
0.2a
0.2b
1.0
2.0
0.2
qd)
Q)
(4)
(5)
(6)
)
(8)
(9)
(10)
dl)
(12)
06/04/98
22/09/98
25/09/98
29/10/98
11/12/98
Reason
First issue
Updated following review and for fast-track assessment by Horizon Test
Manager
Second general issue
Minor updates following comments on issue 0.2b, issued for approval
Minor updates following review with Colin Standring and Janet Brooks
ASSOCIATED DOCUMENTS,
Reference
Acceptance
Standard
Acceptance
Standard
Authorities”
Agreement
POCL Agreement
DSS Agreement
Authorities”
Agreement
Authorities’
Agreement
DSS Agreement
DSS Agreement
POCL Agreement
POCL Agreement
CR/FSP/004
PA/STR/009
Version Date Title
0.1 13/09/96 Standard for Raising and
Progressing Acceptance Incidents.
1.2 13/7/98 Standard for documenting
Acceptance Specifications
72 22/5/97 Acceptance Procedures
Schedule (A)A07
7.2 22/5/97 Acceptance Procedures
Schedule (P)A11
7.2 22/5/97 Acceptance Procedures
Schedule (D)A11
8.1 8/3/98 Requirements Schedule
(A)B04
8.1 8/3/98 Solutions Schedule
(A)B0S
8.1 8/3/98 Requirements Schedule
(D)AIS
8.1 5/3/98 Solutions Schedule
(D)AI6
8.0 13/11/97 Requirements Schedule
(P)AIS
8.1 8/3/98 Solutions Schedule
(P)A16
4.0 30/9/97 Service Architecture Design
Document
2.0 24/2/98 Release Contents Definition for
Pathway New Release 2
Source
Pathway
Pathway
DSS/POCL
POCL
DSS
DSS/POCL
Pathway
DSS
Pathway
POCL
Pathway
Pathway
Pathway
© 1998 ICL Pathway Ltd
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
0.3 ABBREVIATIONS
BT Business Thread
DSS Department of Social Security
HLTP High Level Test Plan
PDA Programme Delivery Authority
POCL Post Office Counters Ltd
0.4 CHANGES IN THIS VERSION
Updates following comments on issue 1.0
0.5 APPROVAL OF ACCEPTANCE SPECIFICATION
Approval of this Acceptance Specification is subject to the relevant caveats in the extant version of
“Acceptance Specifications Consolidated Caveats”.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
0.6 TABLE OF CONTENT
0. DOCUMENT CONTRO!
O.1 DocuMENT HIsToRY. 2
0.2 ASSOCIATED DOCUMENTS. 2
0.3 ABBREVIATIONS. 3
04 CHANGES IN THIS VERSION. 3
0.5 APPROVAL OF ACCEPTANCE SPECIFICATION.
0.6 TABLE OF CONTENT....... 4
1. PURPOSE & SCOPE...
ACCEPTANCE INCIDENTS....
ACCEPTANCE PERIOD...
DELIVERABLES & SERVICES..
ACCEPTANCE CRITERL
oe YP
5.1 ACCEPTANCE CRITERIA AND TEST CONDITIONS.
5.1.1 Description Of Tests Conducted By Acceptance Trial.
5.1.2 Description of tests conducted by Acceptance Review.
5.2 CRITERIA FOR LATER ACCEPTANCE
5.3 CRITERIA SUMMARY,
ACCEPTANCE INCIDENT SEVERIT
6.1 HIGH SEVERITY INCIDENTS.
6.2 MEDIUM SEVERITY INCIDENTS.
6.3 Low SEVERITY INCIDENTS.
7. TEST DATA...
8. AUTHORITY RESPONSIBILITIES...
a
8.1 APPOINT TEST MANAGER,
8.2 ACCEPTANCE INCIDENT REPORTS.
8.3 ACCEPTANCE INCIDENT ANALYSIS REPORTS.
84 ATTENDANCE AT TRIALS AND REVIEWS.
8.5 MANAGEMENT AND CO-ORDINATION.
8.6 PROGRESS REVIEWS
9, CONTRACTOR RESPONSIBILITIES...
10. I. ACCEPTANCE TRIAL TEST CONDITIONS...
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
1. PURPOSE & SCOPE
This document describes the Acceptance Test for Help Desk in accordance with the Acceptance Procedures
that are set out in the Schedules referred to in section 0.2 and also in the Pathway document “Standard for
Documenting Acceptance Specifications”. This Test will determine that Help Desk meets all the
Acceptance Criteria that are agreed in the Acceptance Specification and that are within the scope of the
“Pathway Release Contents Specification” document for New Release 2, if applicable
Schedule C3
Policies & Standards
Customer Senice
Education Levels
POCLIDSS POCLIDSS POCL DSS
Implementation Implementation Implementation
Training Service Rollout
2 DSS Interface TIP Interface MIS Interface
bal PAS CMS:
2II2
Help Desks 2/3
Poct
Infrastructure
: S ADS ;
BES oBcS HAPS EPOSS:
Figurel-1: This Acceptance Test in relation to others
2. ACCEPTANCE INCIDENTS
The standard and method for originating, progressing and resolving Acceptance Incidents shall be as
described in the associated Document “Standard for Raising and Progressing Acceptance Incidents”.
3. ACCEPTANCE PERIOD
The Acceptance Period for the Acceptance Tests, which comprise the Operational Trial, is as determined
by schedule B07 of the AUTHORITIES’ Agreement.
4, DELIVERABLES & SERVICES
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
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This section details the Deliverables and Services that are the subject of this Acceptance Test and as
defined by the related Agreements.
Deliverable or Service.
Contract
Reference
Method
Help Desk Services i.e.
the Payment Card
Helpline and the
Horizon System
Helpdesk
Requirement Schedule (A) B04
Requirement Schedule (D) Al5
Requirement Schedule (P) Al5
‘Acceptance Trial
Acceptance Review
Table of Deliverables and Services.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
5. ACCEPTANCE CRITERIA
This section lists the identifier of each Acceptance Criterion that will be demonstrated by the Acceptance
Test. It also lists the Acceptance Test Conditions that are used to determine whether (or not) the
Acceptance Criterion has been met together with the applicable test Phase, Technical Test, or Live Trial
Acceptance Criteria are split into three sets of tables according to the nature of the acceptance method, one
set for those tested by Acceptance Trial, a second for those tested by Acceptance Review and a third which
lists those criteria which are for Acceptance at a later release. The Release on which Acceptance is to be
conducted is defined by reference to the Release Contents Description included in the Associated
Documents section of the Acceptance Specification. For this HelpDesk Acceptance Test Specification, the
criteria that appear in the Acceptance Trial section, in the great majority of cases, also feature in the
Acceptance Review section.
(DN - Various changes are being recommended by Horizon to clarify which HelpDesk Services (e,g. CMS
HelpDesk) are provided by each of Payment Card Helpline and Horizon System HelpDesk)
3.1 ACCEPTANCE CRITERIA AND TEST CONDITIONS
Conformance of the Help Desk Acceptance Criteria will be demonstrated through Acceptance Trials and
Acceptance Reviews.
Tests conducted by Acceptance Trials comprise practical tests using prepared test scripts. If applicable the
Test Condition(s) appropriate to a criterion are specified in section 5.1.1 together with a description of the
test.
Tests conducted by Acceptance Review comprise typically document reviews, site visits or presentations.
If applicable the Test Condition(s) are described in section 5.1.2. A document hierarchy covering the
prime documents used in the Review is provided in Appendix 1.
5.1.1 Description Of Tests Conducted By Acceptance Trial
The tables below show which Acceptance Criteria will be met by Acceptance Trial.
In the context of Help Desk, Acceptance Trial refers primarily to a running of test scripts (as documented
in the Scenario Descriptions) at either the Payment Card Helpline or the Horizon System HelpDesk as
appropriate. These scripts will be run either in the context of the live service or, where this would not be
appropriate, by using a training system and will generally be undertaken during Live Trial. As the test
scripts are documented in the Scenario Description section of the panels below the sections headed
HLTP/Business Thread Scenarion and Function Run Entry are thus not applicable in the case of Help
Desk.
DN - To assist those readers who are familiar with the draft Help Desk
Acceptance Test Specification that was produced for Release 1, this document,
at least at this version, has, where additional criteria have been identified, placed
them at the end of this section. These additional criteria have been assigned a
nominal “Requirement ID” with alphabetic “Criterion” identifiers.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 528
Criterion 1
Derivation Requirement
Criterion Description
Calls made to the POCL Help Desk that are not pertinent to it
shall be re-routed to the appropriate point as per Service
Levels.
HLTP / Business Thread
Scenario
N/A
Scenario Description
The Horizon System Helpdesk can re-route calls via telephony
links to Payment Card Help Line. If the Desk receives calls for
another Authorities Help Desk, the advisor will instruct the
caller to ring the appropriate number. Where possible, the help
desk advisor will supply the phone number of the appropriate
desk. This will be demonstrated using the live service as
follows
1A) Test call by a PostMaster who is enquiring on card status.
1B) Horizon System HelpDesk will direct the caller to the
Payment Card Helpline
and
2A) Test call by PostMaster where the call is not appropriate
to the Horizon solution
2B) Horizon System HelpDesk will advise the caller to ring the
appropriate desk.
Function Run Entry
N/A
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
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Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 782
Criterion 1
Derivation Requirement
Criterion Description
Where DSS investigations staff (e.g. BA OFT) require
immediate information on where a specific Card has been used,
the CONTRACTOR shall allow secure password controlled
access to the PAS Help Desk for the information. Such
information shall be provided immediately.
HLTP / Business Thread
Scenario
N/A
Scenario Description
This will be demonstrated using the live service as follows
A) Test call made from COLS Desk
B) Caller verification procedure will be invoked (including
password information)
C) COLS desk provide relevant NINO and request information
on recent payment history
D) PCHL advises which beneficiary obtained which payment at
which Post Office.
Function Run Entry
N/A
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obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
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Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion 6
Derivation Requirement
Criterion Description
The CONTRACTOR shall provide a continuous PAS Help
Desk Service for customers as specified below:
first level - 08:00-18:00;
second level - 08:00-18:00.
HLTP / Business Thread
Scenario
N/A
Scenario Description
PCHL will provide a continuous PAS Help Desk Service for
customers as specified below:
first level - 08:00-18:00;
This will be tested by making test calls at different times of the
week and of the day.
Function Run Entry
N/A
Notes
ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
© 1998 ICL Pathway Ltd
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obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion 20
Derivation Requirement
Criterion Description
The CONTRACTOR shall, on request, provide on-line access
to the problem management system. The AUTHORITIES
shall inform the CONTRACTOR of who is authorised to
access the problem management system. The CONTRACTOR
shall provide ad hoc reports, as requested by the
AUTHORITIES, within three (3) DSS Days of request.
HLTP / Business Thread
Scenario
N/A
Scenario Description
Access to the Help desk is by telephone call. Ad hoc reports
that require no development will be provided within three days
of request. Ad hoc reports that require development will need
a formal CCN to be raised.
Provision of ad hoc reports, requiring no development, will be
demonstrated thus
A) Request for ad hoc report shall be made by the Authorities
B) Within 3 days the ad hoc report shall be provided
Function Run Entry
N/A
Notes
DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 889
Criterion 6
Derivation Requirement
Criterion Description
The CONTRACTOR shall provide a continuous CMS Help
Desk Service as specified below:
first level - twenty-four (24) hours a day, seven (7) days a
week; all year round (Christmas day excepted);
second level - 08:00-18:00.
HLTP / Business Thread
Scenario
N/A
Scenario Description
A continuous CMS Help Desk Service as specified below:
first level - twenty-four (24) hours a day, seven (7) days a
week; all year round (Christmas day excepted);
will be provided
(Note that a restricted service will apply for a few hours at
weekends - at a time when call volumes are expected to be low
to allow for system maintenance activities) This will be tested
by making test calls at different times of the week and of the
day.
Function Run Entry
N/A
Notes
A) ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
B) The service during Live Trial will meet operational need. A
demonstration of the working hours mentioned above
working can be provided during Live Trial
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 889
Criterion 18
Derivation Requirement
Criterion Description
The CONTRACTOR shall, on request, provide on-line access
to the problem management system. The AUTHORITIES
shall inform the CONTRACTOR of who is authorised to
access the problem management system. The CONTRACTOR
shall provide ad hoc reports, as requested by the
AUTHORITIES, within three (3) DSS Days of request.
HLTP / Business Thread
Scenario
N/A
Scenario Description
Access to the Help desk is by telephone call. Ad hoc reports
that require no development will be provided within three days
of request. Ad hoc reports that require development will need
a formal CCN to be raised.
Provision of ad hoc reports, requiring no development, will be
demonstrated thus
A) Request for ad hoc report shall be made by the Authorities
B) Within 3 days the ad hoc report shall be provided
Function Run Entry
N/A
Notes
DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 908
Criterion 2
Derivation Requirement
Criterion Description It may be necessary to generate and record a unique
Transaction Id to enable recovery following equipment failure.
HLTP / Business Thread N/A
Scenario
Scenario Description Included within step F of Scenario Description for 776}
Function Run Entry N/A
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 4
Derivation Requirement
Criterion Description The CONTRACTOR shall provide the facility to transfer calls
which are received and are outside its area of responsibility.
The CONTRACTOR shall also provide the facility to receive
transferred calls from POCL help desks and helplines.
HLTP / Business Thread N/A
Scenario
Scenario Description Please see Scenario Description for 528/1
Function Run Entry NA
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
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Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 10
Derivation Requirement
Criterion Description
The CONTRACTOR shall provide a continuous Help Desk
Service as specified below:
a) First level - 05:00-00:00, Monday-Sunday, all year
round (Christmas Day excepted);
b) Second level - 05:00-00:00, Monday-Sunday, all
year round (Christmas Day excepted).
HLTP / Business Thread
Scenario
N/A
Scenario Description
A continuous Help Desk Service will be provided as specified
below:
a) First level - 05:00-00:00, Monday-Sunday,
all year round (Christmas Day excepted);
b) Second level - 05:00-00:00, Monday-
Sunday, all year round (Christmas Day excepted).
This will be demonstrated using the live service by making test
calls at different times of the week and the day.
Function Run Entry
N/A
Notes
The service during Live Trial will meet operational need. A
demonstration of the working hours mentioned above working
can be provided during Live Trial.
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 21
Derivation Requirement
Criterion Description
The CONTRACTOR is responsible for ensuring that a
contingency plan is in place to cater with any Help Desk
Incident, e.g. loss of staff, loss of telephone system, loss of
problem/configuration management system. The contingency
plan is to be agreed with the AUTHORITIES by a date
consistent with the project plan agreed by the parties, such that
the date does not adversely impact contractual milestones as
defined in Clause 605.1 of the Authorities Agreement and shall
state how quickly the Service will be restored in the event of
an Incident.
HLTP / Business Thread
Scenario
N/A
Scenario Description
The Horizon System Helpdesk will operate from dual sites.
These sites will offer a parallel service with duplicated facilities
and resourcing. In the event of part or whole of a single site
becoming non-operational, all incoming calls will be
automatically routed to the second site. Resilience for the call
management system is also provided for. This will be
demonstrated using the live service whereby the Horizon
System Helpdesk will, for a short period of time, operate from
the dual sites to show the capability.
Function Run Entry
NA
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion b
Derivation SADD 3.1.1.8.1
Criterion Description
Pathway’s internal access to CMS via the Help Desk is strictly
controlled. Only staff with the appropriate security level have
access to, and have the authority to amend the status of card
and PUN details. All status changes are subject to a complete
audit trail
HLTP / Business Thread
Scenario
N/A
Scenario Description
Access to CMS is controlled via the Helpdesk by individual
user names and passwords. Only those staff who have
authorised usernames/passwords are thus able to amend the
status of card and PUN details. Control of users on the system
is maintained by a single authorised member of the PCHL
management team. This will be demonstrated on the live
service as follows
1A) PCHL staff member attempts to log in with invalid
username/password
1B) Log in attempt fails
and
2A) PCHL staff member attempts to log in with valid
username/password
2B) Log in attempt succeeds
and
3A) Non-authorised user attempts to create new user
3B) Attempt fails
and
4A) Authorised user attempts to create new user
4B) Attempt succeeds
Function Run Entry
N/A
Notes
In terms of audit trail information, this is covered within 889/8.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion Cc
Derivation SADD 3.1.1.8.2
Criterion Description
(CMS Help Desk) For contingency purposes the Help Desk is
provided at two sites
HLTP / Business Thread
Scenario
N/A
Scenario Description
This will be demonstrated using the live service whereby the
Payment Card Helpline will, for a short period of time, operate
from the dual sites to show the capability.
Function Run Entry
N/A
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
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obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
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Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion d
Derivation SADD 3.1.1.8.3.1
Criterion Description
On contacting the Help Desk the customer is asked to provide
his National Insurance Number (NINO) or Primary Account
Number (PAN). This enables the Help Desk operator to access
the customer’s details
HLTP / Business Thread
Scenario
N/A
Scenario Description
On contacting the PCHL the card-holder is asked to provide
his NINO (or PAN). This enables the PCHL advisor to access
the customers details.
This will be demonstrated using the live service as follows
1A) Customer call received
1B) Customer will be asked to provide his NINO
1C) Help Desk advisor will use this information to access the
customer’s details
1D)The customer’s details will be displayed on the Help Desk
system
and
2A) Customer call received
2B) Customer will be asked to provide his PAN
2C) Help Desk advisor will use this information to access the
customer’s details
2D) The customer’s details will be displayed on the Help Desk
system
Function Run Entry
N/A
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
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ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion e
Derivation SADD 3.1.1.8.3.1
Criterion Description
If the customer cannot provide either the NINO or PAN, the
Help Desk has a search facility to access customer details
using surname, initial and first line of address
HLTP / Business Thread
Scenario
N/A
Scenario Description
If the customer cannot provide either the NINO or the PAN,
the Helpdesk has a search facility to access card-holder details
using surname, initial, and first line of address.
This will be demonstrated, using the live service or the training
system as call traffic allows, as follows
A) The Help Desk advisor will locate a customer’s details
using surname, initial, and first line of address
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 21 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion f
Derivation SADD 3.1.1.8.3.1
Criterion Description To verify the caller is genuine, the Help Desk asks the
customer verification question(s) from information contained
within his personal details, as supplied by CAPS. This
information may include elements from address details, day,
month and last digit of year of birth, forenames (if available)
and title. Only on successful clearance of this validation
process does the Help Desk act on instructions from the
customer
HLTP / Business Thread N/A
Scenario
Scenario Description
To verify the caller is genuine, the Help Desk asks the
customer verification question(s) from information contained
within his personal details as held within CMS. This
information includes forenames, month or day of birth and last
digit of year of birth. Only on successful clearance of this
validation process does the Help Desk act on instructions from
the customer
This will be demonstrated on the live service as follows
A) A test call will be made.
B) The test caller will be asked verification questions
C) The test caller will fail the verification questions
D) The Help Desk will not act upon the caller’s instructions
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 22 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion £
Derivation SADD 3.1.1.8.3.2
Criterion Description When a customer reports a lost, stolen or found card, or a card
that is damaged beyond use, or appears to be, the Help Desk
updates the status of the card to reflect this status, immediately
triggering a number of events which lead to the update of the
system preventing any further benefit encashments against that
card
HLTP / Business Thread N/A
Scenario
Scenario Description When a customer reports a lost, stolen or found card, or a card
that is damaged beyond use, or appears to be, the Help Desk,
at the time of the call, updates the status of the card to reflect
this status. Further benefit encashments against that card are
thereafter prevented.
This will be demonstrated, using the training system, as
follows
A) A customer reports a lost, stolen or found card, or a card
that is damaged beyond use, or appears to be.
B) The Help Desk advisor updates the status of the card to
reflect this status
C) Subsequently the system available to the Help Desk advisor
will show that benefit encashments against that card are
prevented.
Function Run Eniry NA
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 23 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion h
Derivation SADD 3.1.1.8.3.2
Criterion Description
At the same time, the CMS Help Desk arranges the issue of a
replacement card and PUN
HLTP / Business Thread
Scenario
N/A
Scenario Description
At the same time the PCHL advisor can arrange for the issue
of a replacement card and PUN.
This will be demonstrated, using the training system, as
follows
A) The Help Desk advisor will order a replacement card and
PUN
B) Subsequently the system available to the Help Desk advisor
will show that the replacement card and PUN have been
ordered
Function Run Entry
N/A
Notes
This is a continuation from 730g
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 24 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion i
Derivation SADD 3.1.1.8.3.3
Criterion Description
The Help Desk registers the card as damaged, but still usable,
on the system. There is no requirement to inhibit use of the
card, pending collection of its replacement. The Help Desk
orders a replacement card at that particular point in time for
collection when the customer next attends his nominated post
office
HLTP / Business Thread
Scenario
N/A
Scenario Description
When a card is reported as damaged the Helpdesk registers the
information and can arrange for the issue of a replacement card
and PUN.
This will be demonstrated using the training system as follows
A) Call is received advising that a card is reported as damaged.
B) The Help Desk advisor updates the system to register this
information
C) The Help Desk advisor will determine whether a
replacement card and PUN should be ordered and will act
accordingly
D) Subsequently, the system available to the Help desk advisor
will show that there is no inhibition on the use of the card
reported as damaged.
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 25 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion i
Derivation SADD 3.1.1.8.3.4
Criterion Description
Where the customer cannot present his PUN at the counter to
collect his benefit card because of non receipt or loss he will be
able to contact the Help Desk to request a reminder (second or
third) PUN
HLTP / Business Thread
Scenario
N/A
Scenario Description
Upon receipt of a call from a card-holder advising that, due to
non-receipt or loss, he requires another PUN, PCHL will
arrange for another PUN to be despatched. This service is
limited to just one request from the card-holder.
This will be demonstrated, using the live service or the training
system as call traffic allows, as follows
A) Receipt of call from card-holder advising that, due to non-
receipt or loss, he requires another PUN
B) Help Desk advisor will check that this is the first request
C) Ifit is not the first request the Help Desk advisor will not
order another PUN and will refer the beneficiary to the DSS
D) If it is the first request the Help Desk advisor will order
another PUN. (this PUN is termed an exceptional PUN)
E) Subsequently, the system available to the Help Desk advisor
will show that another PUN has been ordered
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on:
Page: 26 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion k
Derivation SADD 3.1.1.8.3.5
Criterion Description
Where the customer reports his card was not available for
collection at the post office on presentation of his PUN, the
Help Desk checks the card status on CMS and where
necessary cancels the original card and orders a new card and
PUN for the customer
HLTP / Business Thread N/A
Scenario
Scenario Description This will be demonstrated, using the training system, as
follows
A) Customer calls to say that his card was not available for
collection at the post office on presentation of his PUN
B) PCHL checks the card status on CMS and, if the card status
on CMS shows it booked in at the post office, the original
card will be cancelled and a new card and PUN ordered. (If
the card status on CMS shows it still on the way to the post
office the customer is advised to return to the post office in
a couple of days)
C) Subsequently CMS will show that the original card has been
cancelled and a new card ordered.
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 27 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion n
Derivation SADD 3.1.1.8.3.7
Criterion Description The Help Desk provides information to customers on the
current and previous status/events of cards and PUNs; for
example, card/PUN ordered, card/PUN issued, card reported
lost
HLTP / Business Thread N/A
Scenario
Scenario Description When dealing with calls relating to cards/PUNs, PCHL is able,
having authenticated the card-holder, to provide information
on the current and previous status/events of cards. In the case
of PUNs this information is the date of ordering
replacement/reminder PUNs.
This will be demonstrated, using the live service or the training
system as call traffic allows, as follows
A) Card-holder asks for information on the current and
previous status/events of his cards and PUNs
B) The Help Desk advisor, having authenticated the card-
holder, will provide information on the current and previous
status/events of cards
C) In the case of PUNs the Help Desk advisor will provide the
date of ordering replacement/reminder PUNs
Function Run Entry N/A
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 28 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion oO
Derivation SADD 3.1.1.8.3.8
Criterion Description
There are a number of situations where the Help Desk cannot
provide information to callers These include
Customer not known on the system
Caller cannot provide NINO, PAN, day/month of birth, or first
line of address and post code
Caller fails the verification question(s)
The caller disconnects the call
HLTP / Business Thread
Scenario
N/A
Scenario Description
There are a number of situations where the Help Desk cannot
provide information to callers These include
Customer not known on the system
Caller cannot provide NINO, PAN, day/month of birth, or first
line of address and post code
Caller fails the verification question(s)
The caller disconnects the call
This will be demonstrated through test calls to the live service,
as follows
A) Customer, unknown to the system, will call
B) Customer, who cannot provide NINO, PAN, day/month of
birth, or first line of address and post code will call
C) Customer who fails the verification question(s) will call
D) Customer will disconnect the call
E) Inall the above cases the Help Desk advisor will not
provide information to the caller
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 29 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion p
Derivation SADD 3.1.1.8.4
Criterion Description
BIA staff are required to provide each individual customer’s
NINO or PAN. This enables the Help Desk to access the
customer’s personal details.
HLTP / Business Thread
Scenario
N/A
Scenario Description
On receipt of a call from a member of BIA staff quoting an
individual customers NINO or PAN, PCHL can access that
customer’s personal details.
This will be demonstrated, using the live service or the training
system as call traffic allows, as follows
A) Call received from member of BIA staff
B) Individual customer’s NINO or PAN provided
C) PCHL advisor will, using that information, access that
customer’s personal details
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 30 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion r
Derivation SADD 3.1.1.8.4.1
Criterion Description
To ensure that only those members of staff authorised by BIAs
can use the Help Desk services, all callers are required to
complete a verification process. This involves the Help Desk
asking the caller security questions, for example, office
identification number
HLTP / Business Thread
Scenario
N/A
Scenario Description
To ensure that only those members of staff authorised by BIAs
can use the Help Desk services, all callers are required to
complete a verification process. This involves the Helpdesk
asking the caller’s name, office identification number and the
caller’s individual password or part thereof.
This will be demonstrated by a test call on the live service as
follows
1A) An authorised member of BIA staff will call
1B) The Helpdesk advisor will ask the caller’s name, office
identification number and the caller’s individual password or
part thereof
1C) The caller passes the verification process and the
Helpdesk continues with the call
2A) A member of BIA staff will call
2B) The Helpdesk advisor will ask the caller’s name, office
identification number and the caller’s individual password or
part thereof
2C) The caller does not pass the verification process and the
Helpdesk does not continue with the call
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 31 of 212
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion s
Derivation SADD 3.1.1.8.4.4
Criterion Description
(CMS Help Desk, responding to a request from DSS to
terminate a card) Terminating the card for whatever reason
prevents any further encashments using that card, from the
specified termination date and time
HLTP / Business Thread
Scenario
N/A
Scenario Description
If DSS request that a card be terminated then PCHL will
terminate the card at the time of the phone call.
This will be demonstrated, using the live service or the training
system as call traffic allows, as follows
A) Call from DSS to terminate a card
B) Help Desk advisor terminates the card
C) Subsequently, the system available to the Help Desk advisor
will show that the card is terminated
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 32 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion t
Derivation SADD 3.1.1.8.4.5
Criterion Description
The Help Desk responds to enquiries on current and previous
cards and PUNs statuses from authorised BIA staff
Enquiry responses include the following details
PAN
NINO
Card status
Previous cards/PUNSs statuses
Previous cards/PUNs dates statuses changed
HLTP / Business Thread
Scenario
N/A
Scenario Description
When dealing with calls relating to cards/PUNs PCHL is able,
having authenticated the member of BIA staff, to provide
information on the current and previous status/events of cards.
In the case of PUNs this information is the date of ordering
replacement/reminder PUNs. This will be demonstrated on the
live service as follows
1A) A BIA staff member from the COLS desk phones
1B) The caller verification procedure is invoked
1C) The BIA staff member asks a question concerning a
particular card status
1D) PCHL checks on the system for the relevant card and
advises details to the BIA staff member
and
2A) A BIA staff member from the COLS desk phones
2B) The caller verification procedure is invoked
2C) The BIA staff member asks a question concerning a
particular PUN
2D) PCHL checks on the system for the relevant PUN and
advises the BIA staff member of the date the PUN was
ordered.
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 33 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion u
Derivation SADD 3.1.1.8.4.5
Criterion Description BIA staff can report the following situations on behalf of their
customers
Lost, stolen or damaged cards and PUNs
Non-received PUN
Card not available at the post office
Report card/PUN found
HLTP / Business Thread N/A
Scenario
Scenario Description There are other Scenario Descriptions for this area - e.g. 730g,
h, i,j and k.
Function Run Entry N/A
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 34 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion Vv
Derivation SADD 3.1.1.8.4.7
Criterion Description
The BIA office can order one or more batches of Temporary
Tokens via the CMS Help Desk in an emergency situation
where an office is running low unexpectedly. The Help Desk
verifies the caller, takes the order and ensures CMS places it
with the Help Desk Emergency Store
HLTP / Business Thread N/A
Scenario
Scenario Description Upon receipt of an order from an authorised BIA office,
PCHL will arrange for the despatch of one or more books of
Temporary Tokens. This will be demonstrated using the
training system as follows
A)Test call from an authorised BIA office
B) PCHL checks that caller is authorised
C) PCHL checks current Temporary Token supply status
D) As necessary PCHL updates system to order additional
supply
E) Subsequently the system available to PCHL back office
staff will show the order awaiting fulfillment.
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 35 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion x
Derivation SADD 3.1.1.8.4.8, Sched E01 14.6.1
Criterion Description
(Terminate Temporary Tokens) This process allows authorised
BIA office staff to terminate use of a Temporary Token via the
Help Desk. The Temporary Token ID number will be required
to process the termination. The facility shall also be provided
to issue bulk stops of Temporary Tokens, at batch or book
level, following non-receipt, theft from the office, damage
within the office or to cancel an office’s unused stock on
closure.
HLTP / Business Thread
Scenario
N/A
Scenario Description
On receipt of a call from an authorised BIA office member to
terminate the use of a Temporary Token, a book of Temporary
Tokens or a batch of TT books, the Helpdesk will terminate
that specific Temporary Token, book or batch, based on
relevant ID numbers. This will be demonstrated on the training
system as follows
A) Call received from COLS desk to stop a Temporary Token,
stop a book or stop a batch of books
B) PCHL effect these instructions on the system
C) Subsequently the system will show these to have been
stopped
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on:
Page: 36 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion
Derivation SADD 3.1.1.8.4.9
Criterion Description
(Enquiries from DSS staff to CMS Help Desk) There are a
number of situations where the Help Desk cannot provide
information to callers. These include
The caller fails the authentication check
The caller cannot provide NINO or PAN
HLTP / Business Thread
Scenario
N/A
Scenario Description
PCHL will not provide information to DSS staff who call but
who fail the authentication check or cannot provide a NINO or
PAN. This will be demonstrated on the live service as follows
1A) A member of DSS staff calls
1B) Caller fails to give valid authentication details
1C) PCHL terminate the call
and
2A) A member of DSS staff from COLS desk calls
2B) Caller passes authentication process but fails to provide
NINO or PAN
2C) PCHL terminate the call
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/202
Page: 37 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion aa
Derivation SADD 3.1.1.8.6
Criterion Description
(CMS Desk) Calls received by the Help Desk which are not
card- or PUN-specific are either referred to the appropriate
Help Desk within Pathway, or the caller advised to contact his
local BIA office.
HLTP / Business Thread
Scenario
N/A
Scenario Description
Test calls using the live service will be made to demonstrate
the following cases
1) In cases where calls are received by PCHL from card-
holders which are not card- or PUN-specific, the caller is
advised to contact the relevant BIA office.
2) In cases where calls are received by PCHL from POCL staff
which are not card- or PUN-specific but are Horizon-related,
the caller will be requested to call the Horizon System
Helpdesk.
3) In cases where calls are received by POCL staff which are
not Horizon related, the caller will be asked to call the POCL
Regional Helpdesk
4) In cases where calls are received by PCHL from DSS staff
which are not card- or PUN-specific, then such calls cannot be
accepted.
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Prinicd on:
Page: 38 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion ab
Derivation SADD 3.1.1.8.6
Criterion Description
Calls to the CMS Help Desk requiring follow-on access to the
HS Help Desk are transferred
HLTP / Business Thread
Scenario
N/A
Scenario Description
Calls (from POCL staff) requiring action at PCHL that
subsequently require action at Horizon System Helpdesk are
transferred. This will be demonstrated using the live service as
follows
A) Test call to PCHL requiring PCHL action
B) PCHL action undertaken
C) Caller request transfer to Horizon System Helpdesk
D) PCHL transfer caller to Horizon System Helpdesk
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on:
Page: 39 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion ac
Derivation Sched E01 13.2.3, SADD 3.1.1.8.3.2
Criterion Description
When a customer reports a lost or stolen Temporary Token,
the Temporary Token shall be stopped and the caller referred
to his local BA office. Where a Temporary Token is reported
found it shall be stopped
HLTP / Business Thread
Scenario
N/A
Scenario Description
When a customer reports a lost or stolen Temporary Token,
PCHL will stop the Temporary Token and will refer the caller
to his local BA office. Where a Temporary Token is reported
found it will be stopped. This will be demonstrated on the
training system as follows
A) Customer calls and reports a stolen or found Temporary
Token
B) PCHL stops the Temporary Token and refers the caller to
his local BIA office
C) Subsequently the system available to PCHL shows the
Temporary Token is stopped
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 40 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion ad
Derivation Sched E01 13.3.2
Criterion Description
When a customer reports a damaged Temporary Token, the
Temporary Token shall be stopped and the caller referred to
his local BA offtice.
HLTP / Business Thread
Scenario
N/A
Scenario Description
When a customer reports a damaged Temporary Token, PCHL
will treat it as being unusable, will place a stop on that
Temporary Token, and will refer the caller to his local BA
office. This will be demonstrated on the training system as
follows
A) Customer calls and reports a damaged Temporary Token
B) PCHL stops the Temporary Token and refers the caller to
his local BIA office
C) Subsequently the system available to PCHL shows the
Temporary Token is stopped
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 41 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 7716
Criterion b
Derivation SADD 3.1.2.11.1
Criterion Description The Help Desk does not deal with payment enquiries from
BIA customers. POCL counter staff calling the Help Desk to
enquire upon payment entitlements are asked to refer their
customer to their local BIA office.
HLTP / Business Thread N/A
Scenario
Scenario Description This will be demonstrated on the live service as follows
1A) Test call from a beneficiary with a payment enquiry
1B) PCHL refer caller to local BIA office
and
2A) Test call from POCL counter staff enquiring upon
payment entitlement for a particular customer
2B) PCHL advise POCL counter staff to ask their customer to
see their local BIA office
Function Run Entry N/A
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 42 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion Cc
Derivation SADD 3.1.2.11.1
Criterion Description
Pathway’s internal access to PAS via the Help Desk is strictly
controlled. Only staff with the appropriate access level have
the authority to amend the status of payments during
contingency arrangements.
HLTP / Business Thread
Scenario
N/A
Scenario Description
Please see Scenario Description in 730b
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 43 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion e
Derivation SADD 3.1.2.11.3.1
Criterion Description
To ensure that the caller is an authorised user of the Help Desk
service, verification question(s) are asked before any
information is disclosed
HLTP / Business Thread
Scenario
N/A
Scenario Description
(PAS Helpdesk) To ensure that the caller is an authorised user
of the Help Desk service, verification question(s) are asked
before any information is disclosed. This will be demonstrated
on the live service as follows
1A) Test call from POCL caller giving FAD code
1B) PCHL will ask for part of address/phone number as
verification
and
2A) Test call from DSS caller is as per Scenario Description in
730r
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 44 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion f
Derivation SADD 3.1.2.11.3.1
Criterion Description
In order to access the information held on PAS, BIA staff are
required to provide the beneficiary’s NINO for each
customer’s identity they wish to enquire upon. Where BIA
staff wish to place a stop on a payment, the payment ID can be
used to access the payment details
HLTP / Business Thread
Scenario
N/A
Scenario Description
This will be demonstrated on the training system as follows
A) BIA staff member calls to stop a payment
B) Verification procedure invoked
C) Information provided by BIA staff member is Payment ID
(which includes NINO) or just NINO
D) PCHL accesses payment details using Payment ID or NINO
information
Function Run Entry
NA
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 45 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion ge
Derivation SADD 3.1.2.11.3.2
Criterion Description
If that (CAPS / CAPS Access Facility ) becomes not available,
then the PAS Help Desk will take instructions by telephone
from authorised BIA staff and will take the necessary action.
This facility is used routinely during the near term
HLTP / Business Thread
Scenario
N/A
Scenario Description
When the CAPS Access Facility is not available, PCHL will
take calls from authorised BIA staff relating to payment stops
and payment enquiries and will take the necessary action. This
will be demonstrated on the training system as a continuation
of the Scenario Description in 776f, as follows
A) PCHL place a stop on the payment
B) Subsequently the system available to PCHL will show the
payment is stopped
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 46 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion h
Derivation SADD 3.1.2.11.3.4
Criterion Description
Authorised BIA staff can make enquiries on payment status via
the PAS Help Desk during the period before the CAPS
Enquiry Interface is brought into service and thereafter when it
is not available
HLTP / Business Thread
Scenario
N/A
Scenario Description
When the CAPS Enquiry Interface is not available PCHL will
take calls from authorised BIA staff relating to payment status.
Please see Scenario Descriptions in 776 f and g
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 47 of 212
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion i
Derivation SADD 3.1.2.11.3.6
Criterion Description
There are a number of situations where the Help Desk cannot
provide information to (DSS) callers. These include
The caller fails the authentication check
The caller cannot provide beneficiary NINO
The customer is not known to PAS
HLTP / Business Thread
Scenario
N/A
Scenario Description
Please see Scenario Description in 730y. Additional test call
as follows
A) If NINO not known to PAS PCHL terminates the call.
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 48 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion i
Derivation SADD 3.1.2.11.4
Criterion Description
The PAS Help Desk acts as a focal point for authorised POCL
counter staff to enquire upon payment information and request
additional personal information to confirm a customer’s
identity, where the Benefit Encashment Service (BES) is
disrupted. The caller is not required to be provided with a call
logging number.
HLTP / Business Thread
Scenario
N/A
Scenario Description
PCHL acts as a focal point for authorised POCL counter staff
to enquire upon payment information and request additional
personal information to confirm a customer’s identity, where
the Benefit Encashment Service (BES) is disrupted. The caller
is not provided with a call logging number. Demonstration of a
fall-back encashment will be made, using the live service or
training service as call traffic allows, as follows
A) Call from POCL giving FAD code
B) Verification procedure invoked
C) POCL caller advises they wish to make an encashment
D) POCL caller provides Card No and Issue No or Temporary
Token details
E) PCHL provide EVP questions
F) In response to satisfactory answers from POCL caller,
PCHL initiate encashment on system and provide receipt
details including Transaction ID.
G) POCL caller confirms signatures match and that encashment
is to be completed
H) PCHL complete transaction
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
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Page: 49 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion k
Derivation SADD 3.1.2.11.4 .1
Criterion Description To ensure that the caller is an authorised user of the Help Desk
service, verification question(s) are asked before any
information is disclosed
HLTP / Business Thread N/A
Scenario
Scenario Description Please see Scenario Description in 776e
Function Run Entry NA
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 50 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion 1
Derivation SADD 3.1.2.11.4.4
Criterion Description
Changes to a customer’s nominated post office can be made
via the Help Desk, where the system is down at the post office.
Prior to making any changes the Help Desk operator ensures
that there are no markers i.e. Restricted Post Office shown on
the customer’s personal details
HLTP / Business Thread
Scenario
N/A
Scenario Description
Changes to a customer’s nominated post office can be made
via the Help Desk, where the system is down at the post office.
If the RPO indicator is set then the Helpdesk system prevents
the office from being changed. This will be demonstrated using
the training system as follows
No RPO indicator set
1A) Test call from POCL giving customer card and issue
number
1B) PCHL invokes EVP process
1C) PCHL updates system to reflect new nominated post
office
1D) Subsequently system available to PCHL shows new
nominated post office for that customer
and
RPO indicator set
2A) Test call from POCL giving customer card and issue
number
2B) PCHL invoke EVP process
2C) system will disallow any attempt to change nominated
post office
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 51 of 212
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion m
Derivation SADD 3.1.2.11.4.5
Criterion Description
There are a number of situations where the (PAS) Help Desk
cannot provide information to (POCL) callers. These include
The caller fails the authentication check
The caller cannot provide card or temporary token details
The NINO is not known to PAS
Sensitive record data
DN - The SADD will need to change to remove reference to
“sensitive record data” in this section.
HLTP / Business Thread
Scenario
N/A
Scenario Description
There are a number of situations where the (PAS) Help Desk
cannot provide information to (POCL) callers. These include
The caller fails the authentication check
The caller cannot provide card or temporary token details
The NINO is not known to PAS.
This will be demonstrated by test calls on the live service as
follows
1A) A POCL caller calls
1B) Caller fails to give valid authentication details
1C) Helpdesk terminates the call
and
2A) A POCL caller calls
2B) Caller passes authentication process but the caller cannot
provide card or temporary token details
2C) Helpdesk terminates the call
and
3A) A POCL caller calls
3B) Caller passes authentication process but the NINO is not
known to PAS
3C) Helpdesk terminates the call
Function Run Entry
NA
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 52 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion n
Derivation SADD 3.1.2.11.5
Criterion Description
Calls received by the (PAS) Help Desk which are not payment-
specific are cither transferred to the appropriate Help Desk
within Pathway, or the caller advised to contact his local BIA
office
HLTP / Business Thread
Scenario
N/A
Scenario Description
Please see Scenario Description in 730aa
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 53 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 776
Criterion r
Derivation Sched DO1 16.10.2
Criterion Description
The CONTRACTOR shall ensure that the Outlet Counter
Clerk is required to provide the Cardholder’s NINO or
Temporary Token details for the payment they wish to encash
upon.
HLTP / Business Thread
Scenario
N/A
Scenario Description
Please see Scenario Description in 776j
Function Run Entry
N/A
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 54 of 212
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
5.1.2 Description of tests conducted by Acceptance Review
The table below shows which Acceptance criteria are to be met by Acceptance Review. Acceptance Tests
will use the versions of any relevant documents (as referenced from section 0.2) contained in the approved
version of the Acceptance Specification.
DN - To assist those readers who are familiar with the draft Help Desk
Acceptance Test Specification that was produced for Release 1, this document,
at least at this version, has, where additional criteria have been identified, placed
them at the end of this section. These additional criteria have been assigned a
nominal “Requirement ID” with alphabetic “Criterion” identifiers.
Requirement Id 499
Criterion 1
Derivation Requirement Demonstration of Help Desk Facilities
Criterion Installation of the Service Infrastructure shall not take place
Description until the support Services are available.
Test Condition The support Services are already in place i.e. the Payment
Card Helpline and the Horizon System Help Desk.
The modes of operation can be demonstrated in a visit to both
the Payment Card Helpline and the Horizon System Help Desk
sites together with documentation inspection and
demonstrations.
Method Document Inspection
References NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
Payment Card Helpline Quality Manual (PCH01)
NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 55 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 520
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall ensure that all the support Services
Description shall be available before activation of the Service Infrastructure
in each POCL Premises in line with the Service Levels.
Test Condition
The support Services are already in place i.e. the Payment
Card Helpline and the Horizon System Help Desk.
Method
Document Inspection
References
NR2 HORIZON SYSTEM HELPDESK Processes and
Procedures Description
(CS/PRO/0048)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
Payment Card Helpline Quality Manual (PCHO01)
NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Pag
4/25/2022
56 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
$21
Criterion
1
Derivation
Requirement
Criterion
Description
The CONTRACTOR shall provide one telephone number as a
single point of access to all Help Desk Services.
Test Condition
The Horizon System Help Desk has been established with a
single number This number is provided for all
calls to the Help Desk no matter where the call is physically
handled.
The Payment Card Helpline has also been established. This
incorporates the CMS Help Desk (which provides a single
point of contact for all enquiries relating to benefit Payment
Cards and PUNs) and the PAS Help Desk ( which provides
POCL staff and DSS Office Staff with a single point of contact
for dealing with all enquiries relating to the status of
automated benefit payments). The Payment Card Helpline
contact numbers are as follows
DSS Customers (English) }
DSS Customers (Welsh) :
DSS Staff H
POCL Staff boorrenene newer
Method
Document Inspection
References
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Page: 57 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id §22
Criterion 1
Derivation Requirement
Criterion The Help Desk contact point for POCL Users shall be a local
Description rate telephone number.
Test Condition
The Horizon System Help Desk hi
with local rate telephone number
in a local rate charge to the user wherever they are calling
from.
The Payment Card Helpline has also been established with
local rate telephone numbers. This incorporates the CMS Help
Desk ( which provides a single point of contact for all
enquiries relating to benefit Payment Cards and PUN ) and the
PAS Help Desk ( which provides POCL staff and DSS Office
Staff with a single point of contact for dealing with all
enquiries relating to the status of automated benefit payments).
rs are as follows :-
DSS Customers (English);
DSS Customers (Welsh) : GRO i
DSS Staff
POCL Staff
Method Document Inspection
References NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 58 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
$23
Criterion
1
Derivation
Requirement
Criterion
Description
The CONTRACTOR shall provide appropriate levels of
support services:
a) to all Users who have access to the Service
Infrastructure;
b) to cover the operation of interfaces with the Service
Environment;
c) to provide support for all other help desks linked to
the Help Desk facility provided by the
CONTRACTOR.
Test Condition
The Horizon System Help Desk will provide support to post
office staff and BA staff who have access to the service
infrastructure or who are involved in the operation of
interfaces with the service environment in accordance with the
NR2 Horizon System Helpdesk Processes and Procedures
Description (CS/PRO/0048) and the Horizon System Help
Desk Call Enquiry Matrix. Additionally the Horizon System
Help Desk is equipped with telephone lines to permit the
transfer of calls to the Payment Card Helpline
Method
Document Inspection
References
NR2 Horizon System Helpdesk Processes and Procedures
Description (CS/PRO/0048)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 524
Criterion 1
Derivation Requirement
Criterion The Help Desk Service shall deal, without limitation, with calls
Description relating to the Hardware. This shall include, but is not
exclusive to:
a) fault diagnosis;
b) maintenance call out;
c) caretaking advice;
d) configuration management.
Test Condition
All calls relating to the operation of post office counter
equipment will be accepted and actioned by the Horizon
System Helpdesk.
a) Technical Support Advisor (TSA) staff will be
provided with sufficient product knowledge, which
together with the assistance of appropriate tools,
will enable them to detect hardware problems
In the event of Horizon System Helpdesk
recommending a maintenance visit, a system service
engineer visit to the affected post office will be
scheduled.
Horizon System Helpdesk staff will be trained so as
to be able to advise on the appropriate caretaking of
counter equipment.
d) Horizon Systems Help Desk will deal with calls
relating to hardware configuration management.
»d,
©)
Method
Document Inspection of closed calls relating to Hardware
References
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
Horizon System Helpdesk Call Coding Matrix
(DSP/SPE/HH/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase
Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4,
Page:
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 526
Criterion 1
Derivation Requirement
Criterion All reported Incidents shall be resolved in line with Service
Description Levels.
Test Condition The performance of the Helpdesk will be monitored against the
Service Levels as defined in Schedule G10.
Conformance to Service Levels can be inspected through MIS,
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
Phase Live trial
© 1998 ICL Pathway Ltd
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Page: 61 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 527
Criterion 1
Derivation Requirement
Criterion A dedicated POCL Help Desk staffed by fully trained, qualified
Description and experienced personnel shall be provided working to
Service Levels.
Test Condition The Horizon System Helpdesk is already providing services for
the Pathway solution to POCL.
All Helpdesk staff are recruited to a defined specification. All
staff will undergo initial induction and a formal training
schedule.
Method Document Inspection
References Horizon System Helpdesk Job Descriptions
(DSP/MAN/HH/002)
Horizon System Helpdesk Training Plan (DSP/PLA/HH/98)
Horizon System Helpdesk Training Specification Matrix
(DSP/SPE/HH/001)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 62 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
$28
Criterion
1
Derivation
Requirement
Criterion
Description
Calls made to the POCL Help Desk that are not pertinent to it
shall be re-routed to the appropriate point as per Service
Levels.
Test Condition
The Horizon System Helpdesk can re-route calls via telephony
links to Payment Card Help Line. If the Desk receives calls for
another Authorities Help Desk, the advisor will instruct the
caller to ring the appropriate number. Where possible, the help
desk advisor will supply the phone number of the appropriate
desk.
Method
Document Inspection
References
Horizon System Helpdesk Call Enquiry Matrix
(CS/FSP/0002)
Horizon System Helpdesk Call Coding Matrix
(DSP/SPE/HH/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Horizon System Helpdesk Incident Processes
(DSP/PRO/HH/010)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id §29
Criterion 1
Derivation Requirement
Criterion The Help Desk Service shall comply with POCL help service
Description behavioural standards in accordance with Service Levels.
Test Condition Horizon System HelpDesk staff are trained in service
behaviour standards and call monitoring is employed to ensure
these standards are maintained.
Method Document Inspection
References Horizon System Helpdesk Call Answering (HH/PRO/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
Notes As the relevant tests in 5.1.1 are run, so the service
behavioural standards will be monitored.
© 1998 ICL Pathway Ltd
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Page: 64 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall provide a Customer service Help
Description Desk facility (accessed via a Freephone or low rate call
service), to deal with general enquiries and reports of loss,
theft, destruction or damage of Cards or Temporary Tokens
from Authorised Persons.
Notes This criterion is covered by Test Conditions for 730/g and
521/1
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Page: 65 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 731
Criterion it
Derivation Requirement
Criterion The CONTRACTOR shall provide secure and auditable access
Description to CMS to enable authorised DSS staff to notify the
CONTRACTOR of a Card or Temporary Token termination.
Notes This criterion is covered by Test Conditions for 730/s and
730/x
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Page: 66 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 733
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall provide a Help Desk function for
Description DSS staff as defined in the Service Interface Definition
Document, in accordance with the Service Levels in Schedule
B03 of the AUTHORITIES’ Agreement.
Test Condition
The above criterion is met by the Payment Card Helpline
service, and documented in the NR2 PCHL Call Enquiry
Matrix (CS/FSP/009) and also the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047)
The service will be provided in accord with agreed service
levels which are documented Schedules DO8 and E08 and
mapped in the Service Review - Performance Statistics
(CS/PER/0013)
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
Phase Live Trial
Notes Horizon are raising a CR to the Requirements to replace the
reference to the SIDD and to the referenced Schedule.
© 1998 ICL Pathway Ltd
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Page: 67 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 748
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall deal directly with Card related
Description enquiries by Authorised Persons to ensure that Authorised
Persons are provided with a seamless, one stop Service in
dealing with their enquiries.
Test Condition
The above criterion is met by the Payment Card Helpline
service, and documented in the NR2 PCHL Call Enquiry
Matrix (CS/FSP/009) and also the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) The Payment Card Helpline Operations
Manual documents the method for caller identification.
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall provide a Help Desk function for
Description use by DSS staff.
Test Condition
The above requirement is met by the Payment Card Helpline
service, and documented in the NR2 PCHL Call Enquiry
Matrix (CS/FSP/009) and also in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047)
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 782
Criterion 1
Derivation Requirement
Criterion Where DSS investigations staff (e.g. BA OFT) require
Description immediate information on where a specific Card has been used,
the CONTRACTOR shall allow secure password controlled
access to the PAS Help Desk for the information. Such
information shall be provided immediately.
Test Condition
The above requirement is met by the Payment Card Helpline
service, and documented in the NR2 PCHL Call Enquiry
Matrix (CS/FSP/009) and also the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) DSS staff who call the Helpline will have their
identity verified.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
782
Criterion
2
Derivation
Requirement
Criterion
Description
The number of DSS staff with such access shall be limited and
shall be agreed between DSS and CONTRACTOR by a date
consistent with the project plan agreed by the parties, such that
the date does not adversely impact contractual milestones as
defined in Clause 605.1 of the Authorities Agreement(such
agreement not to be unreasonably withheld or delayed).
Test Condition
The above requirement is met by utilising personal verification
data provided by the DSS for the limited number of DSS staff.
The Payment Card Helpline service can therefore verify the
identity of DSS staff who call the Help desk, using passwords.
This is documented in the Payment Card Helpline Quality
Manual (PCHO1) and also the NR2 Payment Card Helpline
Processes and Procedures Description (CS/PRO/0047)
Method
Document Inspection
References
NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase
Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 782
Criterion 3
Derivation Requirement
Criterion The access facility for DSS staff to have secure password
Description controlled access to the PAS Help Desk is in addition to any
access that shall be provided to DSS staff in general to support
benefit payment enquiries (should this be required by the
CONTRACTOR’s solution).
Notes This criterion is covered by the Test Condition for 782/1
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Page: 72 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 860
Criterion 1
Derivation Requirement
Criterion Help Desk facilities relating to the BES service shall be
Description available for use by all users of BES as soon as BES is made
available to them.
Test Condition
The support Services are already in place i.e. the Payment
Card Helpline and the Horizon System Help Desk.
The modes of operation can be demonstrated in a visit to both
the Payment Card Helpline and the Horzion System Help Desk
sites together with documentation inspection and
demonstrations.
Method
Document Inspection
References
NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Payment Card Helpline Quality Manual (PCHO01)
NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
Phase
Technical Test
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Page: 73 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion i
Derivation Requirement
Criterion The CONTRACTOR shall provide a Help Desk Service which
Description shall be the first point of contact for customers of the Service.
The customers are DSS staff. The CONTRACTOR’s Help
Desk Service shall provide first and second level Services.
Test Condition
The service meets this criterion since the calls are “answered
and resolved at first point of contact”. The Help desk advisor
who receives the call, is also responsible for resolution of the
call. (Note: there is an exception for calls relating to NSI
customers. The Help desk system requires the Help desk
advisor to refer these calls to an agent who is authorised for
NSI data.)
This mode of operation is referenced in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) and also the NR2 PCHL Call Enquiry Matrix
(CS/FSP/009).
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
Notes ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
© 1998 ICL Pathway Ltd
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Page: 74 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 2
Derivation Requirement
Criterion The CONTRACTOR’ first level Service shall provide an
Description immediate problem and query solving service for all simple and
straightforward cases which can be resolved within five (5)
minutes. The first level member of staff who takes the
telephone call owns the problem/query from initial logging
through to resolution to the customer’s satisfaction. The
CONTRACTOR shall cater for first level staff being off duty.
Test Condition
The service meets this criterion since the calls are “answered
and resolved at first point of contact”. The Help desk advisor
who receives the call, is also responsible for resolution of the
call. (Note: there is an exception for calls relating to NSI
customers. The Help desk system requires the Help desk
advisor to refer these calls to an agent who is authorised for
NSI data.)
Agreed Service Levels are documented Schedules D08 (PAS
Service Levels) and E08 (CMS Service Levels) and mapped
out in the Service Review - Performance Statistics
(CS/PER/0013)
Method
Document Inspection
References
NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Service Review - Performance Statistics (CS/PER/0013)
Payment Card Helpline Quality Manual (PCH01)
Phase
Live Trial
© 1998 ICL Pathway Ltd
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Page: 75 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 3
Derivation Requirement
Criterion Help Desk contact shall be over the telephone.
Description
Test Condition The Payment Card Helpline service is indeed provided over the
telephone in response to telephone calls.
This mode of operation is referenced in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) and also the NR2 PCHL Call Enquiry Matrix
(CS/FSP/009).
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Pag
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion 6
Derivation Requirement
Criterion The CONTRACTOR shall provide a continuous PAS Help
Description Desk Service for customers as specified below:
first level - 08:00-18:00;
second level - 08:00-18:00.
Test Condition Trial_- see Sect 5.1.1
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Page: 77 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 8
Derivation Requirement
Criterion The CONTRACTOR shall provide a problem/query
Description management system to record the problem/query details such
as:
a
unique problem/query serial reference generated
automatically by the problem/query management system
customer reference, contact, address, location and
telephone number
c) Help Desk contact
@) description of the problem/query, including frequency of
occurrence
e) serial references of similar faults and previous occurrences
f) problem/query category
g) estimated elapsed time to solve problem/query
h) any change of referral point
data and time of referral
v
Test Condition
The query recording system registers the following details of
each query
Date and start and end time of call
ID of Helpdesk advisor
Call line identification (indicates which phone number the call
came in on)
Call type code (e.g. enquiry only or action taken such as to
stop a payment)
Caller information (e.g. NINO, FAD code)
Call object (e.g. specific card or payment)
Method By inspection of Business Objects report production from data
held in Data Warehouse
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
Notes The primary IT systems utilised by PCHL are CMS and PAS. In
performing its function, the PCHL needs, in controlled conditions, to
interrogate data held on CMS and PAS and also needs to update such
data. The query recording system is designed to provide that control and,
because its function is just as this front-end to CMS/PAS, so it needs only
to record very basic details related to each call where there is possible
access to these systems. These details are captured during the course ofa
call and are subsequently passed to the Data Warehouse. There is no
facility for accessing a call within the query recording system.
Pathway will raise a CCN to the Solution to cover that variations to the
list of details will be agreed between the relevant parties
© 1998 ICL Pathway Ltd
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Page: 78 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 9
Derivation Requirement
Criterion The CONTRACTOR shall update the problem/query details
Description held on the problem/query management system with
appropriate information.
Test Condition All information concerning a query is captured within the
duration of the call and thus the query management system is
updated as part of the call handling process.
Method By inspection of Business Objects report production from data
held in Data Warehouse
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 79 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 10
Derivation Requirement
Criterion The CONTRACTOR shall manage the resolution of any
Description problem using documented procedures which it shall propose
to and agree with the AUTHORITIES by a date consistent
with the project plan agreed by the parties, such that the date
does not adversely impact contractual milestones as defined in
Clause 605.1 of the Authorities Agreement. These procedures
shall be comprehensive in that they cover all aspects of
problem resolution from initial logging through to closure.
Escalation procedures shall be included. A problem/query
shall only be cleared when a customer has confirmed
satisfaction with the resolution.
Test Condition
There are documented Help desk procedures for call
resolution and service complaints. These procedures are
available for inspection
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 80 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion iat
Derivation Requirement
Criterion The CONTRACTOR shall ensure that a contingency plan is in
Description place to cater for any Help Desk incident, e.g. loss of staff,
loss of telephone system, loss of problem/configuration
management systems. The contingency plan shall be proposed
to and agreed with the AUTHORITIES by a date consistent
with the project plan agreed by the parties, such that the date
does not adversely impact contractual milestones as defined in
Clause 605.1 of the Authorities Agreement and shall state
how quickly the Service will be restored in the event of such
an incident.
Test Condition
There are documented Help desk procedures for contingency
management. These procedures are available for inspection.
Method Document Inspection
References Payment Card Helpline Contingency Planning Manual
(PCHCPO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 81 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 12
Derivation Requirement
Criterion The CONTRACTOR shall provide any necessary training to
Description ensure AUTHORITIES staff work effectively with the Help
Desk. The CONTRACTOR shall develop training plans for its
own staff.
Test Condition
Pathway training of POCL staff includes the topic of
interaction with the Help desk. Interaction by DSS Staff with
the Help desk is documented in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) and the NR2 PCHL Call Enquiry Matrix
(CS/FSP/009), so that the DSS can train its staff appropriately
through the CAPS programme. Training Plans for the Payment
Card Helpline Staff will be available for inspection.
Method Document Inspection
References Payment Card Helpline Induction Training Course
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion 13
Derivation Requirement
Criterion The CONTRACTOR shall ensure that all of its staff have
Description suitable and appropriate skills and training and that sufficient
skilled resources are available to cater for holidays, sickness
and natural wastage within the CONTRACTOR’s
organisation.
Test Condition The Help desk will recruit, vet and train staff to ensure that all
Help desk staff are suitable. The numbers of staff employed
will be in accord with call traffic patterns and card rollout, and
be sufficient to cover holidays, sickness and natural wastage, in
order to ensure the necessary service levels.
Method Document Inspection
References PCHL Resource Planning documentation
External Appointments (QOP1300)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/
Page: 83 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 15
Derivation Requirement
Criterion The percentage of ‘telephone calls not answered’ will be less
Description than 1%. This includes telephone calls where the line is busy
as well as telephone calls answered but put on the ‘waiting
queue’.
Test Condition
Telephone answering performance information will be
provided to the Pathway data warehouse.
Service MIS Reports will be available for document
inspection in Live Trial.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
Phase Live Trial
Notes DN- This SLA is under review within the auspices of the
Horizon Service Review Forum held between Pathway,POCL
and BA
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Page: 84 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 16
Derivation Requirement
Criterion The CONTRACTOR shall produce Service information, in
Description electronic form, and shall deliver this information to the
AUTHORITIES within five (5) DSS Days of the end of the
period to which they relate. This information shall include
(without limitation):
number of calls outgoing/received/number of calls not
answered;
percentage of calls answered within target times;
number of problems/queries logged;
number and percentage of problems/queries solved within
target times;
number of problems/queries assigned to level 1 that were not
cleared within 10 minutes;
number of problems/queries with secondary complications
(e.g. repeat calls);
number of problems/queries escalated;
percentage of time full Help Desk Service was available.
Test Condition
Service information will be provided, in the currently agreed
format on CD-ROM, to the authorised BA Manager within
five (5) DSS Days of the end of the period to which they
relate.
Method
Document Inspection to demonstrate the timetable declared
for the procedure of delivering service performance reports
external to Pathway - this includes a review of an electronic
copy of such sample information held in the Pathway library.
References
CS Service Levels Report Production (CS/PER/034)
Additional Requirement Criteria in this area are contained in
MIS Services Acceptance Test Specification CR/ACS/008.
Phase
Live Trial
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Page: 85 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 17
Derivation Requirement
Criterion The information shall be provided in a format suitable to
Description permit the AUTHORITIES to analyse it by:
a) category of problem/query;
b) level and solving group at which the problem/query
was solved;
c) customer group and location;
d) mean time to clear.
Test Condition
The information referred to in 888/16 will be in a format by
which interrogation will be possible using Business Objects.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
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Page: 86 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 888
Criterion 18
Derivation Requirement
Criterion The CONTRACTOR shall maintain Help Desk records for a
Description minimum of eighteen (18) months.
Test Condition Call records logged within the Help desk application are
transferred to the Pathway and retained for 7 years (online 3
months, archive 7 years).
Method Document Inspection
References Data Warehouse Architectural Specification (DW/DES/003)
Phase Technical Test
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Page: 87 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id
888
Criterion
19
Derivation
Requirement
Criterion
Description
Each quarter a survey shall be conducted by the
AUTHORITIES to determine customer satisfaction with the
Help Desk Service. The AUTHORITIES and
CONTRACTOR shall agree the approach to be taken and the
format/content of the questionnaire by a date consistent with
the project plan agreed by the parties, such that the date does
not adversely impact contractual milestones as defined in
Clause 605.1 of the Authorities Agreement.
Test Condition
The responsibility for conducting the quarterly survey to
determine User satisfaction with the Help Desk Service lies
with the Contracting Authorities.
ICL Pathway CS, within the context of the joint Horizon
Service Review Forum, are participating with the Authorities
in agreeing the approach to be taken on this as well as other
satisfaction surveys.
Method
Approach agreed and documented by joint
Authorities/Pathway activity
References
Horizon User Satisfaction Survey Procedure (CS/PRO/010)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Page: 88 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 888
Criterion 20
Derivation Requirement
Criterion The CONTRACTOR shall, on request, provide on-line access
Description to the problem management system. The AUTHORITIES
shall inform the CONTRACTOR of who is authorised to
access the problem management system. The CONTRACTOR
shall provide ad hoc reports, as requested by the
AUTHORITIES, within three (3) DSS Days of request.
Test Condition Access to the Help desk is by telephone call. Ad hoc reports
that require no development will be provided within three days
of request. Ad hoc reports that require development will need
a formal CCN to be raised.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
Notes DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall provide a Card Management Help
Description Desk Service which shall be the first point of contact for
customers of the Service. In this requirement, “customers”
include both DSS staff and Customers. The
CONTRACTOR’s Help Desk Service shall provide first and
second level Services.
Test Condition
The PCHL service meets this criterion since the calls are
“answered and resolved at first point of contact”. The Help
desk advisor who receives the call, is also responsible for
resolution of the call. (Note: there is an exception for calls
relating to NSI customers. The Help Desk system requires the
Help Desk advisor to refer these calls to an agent who is
authorised for NSI data.)
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
Notes ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 2
Derivation Requirement
Criterion The CONTRACTOR’ first level Service shall provide an
Description immediate problem and query solving Service for all simple
and straightforward cases which can be resolved within five (5)
minutes. The first level member of staff who takes the
telephone call owns the problem/query from initial logging
through to resolution to the customer’s satisfaction. The
CONTRACTOR shall cater for first level members of staff
being off duty.
Test Condition
The service meets this criterion since the calls are “answered
and resolved at first point of contact”. The Help desk advisor
who receives the call, is also responsible for resolution of the
call. (Note: there is an exception for calls relating to NST
customers. The Help desk system requires the Help desk
advisor to refer these calls to an agent who is authorised for
NSI data.)
Agreed Service Levels are documented Schedules D08 (PAS
Service Levels) and E08 (CMS Service Levels) and mapped
out in the Service Review - Performance Statistics
(CS/PER/0013).
Method
Document Inspection
References
NR2 PCHL Call Enquiry Matrix (CS/FSP/009).
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Service Review - Performance Statistics (CS/PER/0013)
Payment Card Helpline Quality Manual (PCH01)
Phase
Live Trial
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 3
Derivation Requirement
Criterion Help Desk contact shall be over the telephone.
Description
Test Condition The Payment Card Helpline service is indeed provided over the
telephone in response to telephone calls.
This mode of operation is referenced in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) and also the NR2 PCHL Call Enquiry Matrix
(CS/FSP/009).
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 6
Derivation Requirement
Criterion The CONTRACTOR shall provide a continuous CMS Help
Description Desk Service as specified below:
first level - twenty-four (24) hours a day, seven (7) days a
week; all year round (Christmas day excepted);
second level - 08:00-18:00.
Test Condition
Method Trial - See Sect 5.1.1
References
Phase
Notes ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
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Page: 93 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 889
Criterion 7
Derivation Requirement
Criterion The CONTRACTOR, given two (2) DSS Days notice, shall
Description extend the second level Service to whatever is needed. In
emergency circumstances, the CONTRACTOR shall, given
five (5) hours notice, provide a second level Service outside
the hours above.
Notes ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
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Page: 94 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 8
Derivation Requirement
Criterion The CONTRACTOR shall provide a problem/query
Description management system to record the problem/query details such
as:
a
unique problem/query serial reference generated
automatically by the problem/query management system
customer reference, contact, address, location and
telephone number
c) Help Desk contact
@) description of the problem/query, including frequency of
occurrence
e) serial references of similar faults and previous occurrences
f) problem/query category
g) estimated elapsed time to solve problem/query
h) any change of referral point
data and time of referral
v
Test Condition
The query recording system registers the following details of
each query
Date and start and end time of call
ID of Helpdesk advisor
Call line identification (indicates which phone number the call
came in on)
Call type code (e.g. enquiry only or action taken such as to
stop a payment)
Caller information (e.g. NINO, FAD code)
Call object (e.g. specific card or payment)
Method By inspection of Business Objects report production from data
held in Data Warehouse
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
Notes The primary IT systems utilised by PCHL are CMS and PAS. In
performing its function, the PCHL needs, in controlled conditions, to
interrogate data held on CMS and PAS and also needs to update such
data. The query recording system is designed to provide that control and,
because its function is just as this front-end to CMS/PAS, so it needs only
to record very basic details related to each call where there is possible
access to these systems. These details are captured during the course ofa
call and are subsequently passed to the Data Warehouse. There is no
facility for accessing a call within the query recording system.
Pathway will raise a CCN to the Solution to cover that variations to the
list of details will be agreed between the relevant parties
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Page: 95 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 9
Derivation Requirement
Criterion The CONTRACTOR shall update the problem/query
Description management system with appropriate information.
Test Condition All information concerning a query is captured within the
duration of the call and thus the query management system is
updated as part of the call handling process.
Method By inspection of Business Objects report production from data
held in Data Warehouse
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 96 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 889
Criterion 10
Derivation Requirement
Criterion The CONTRACTOR shall manage the resolution of any
Description problem using documented procedures agreed with the
AUTHORITIES by a date consistent with the project plan
agreed by the parties, such that the date does not adversely
impact contractual milestones as defined in Clause 605.1 of the
Authorities Agreement. These procedures shall be
comprehensive in that they cover all aspects of problem
resolution from initial logging through to closure. Escalation
procedures shall be included. A problem/query shall only be
cleared when a customer has confirmed satisfaction with the
resolution.
Test Condition There are documented Help desk procedures for call
resolution and service complaints. These procedures are
available for inspection
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 97 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion iat
Derivation Requirement
Criterion The CONTRACTOR shall ensure that a contingency plan is in
Description place to cater for any Help Desk incident, e.g. loss of
CONTRACTOR’s staff, loss of telephone system, loss of
problem/configuration management systems. The contingency
plan shall be agreed with the AUTHORITIES by a date
consistent with the project plan agreed by the parties, such that
the date does not adversely impact contractual milestones as
defined in Clause 605.1 of the Authorities Agreement and
shall state how quickly the Service shall be restored in the
event of such an incident.
Test Condition
There are documented Help desk procedures for contingency
management. These procedures are available for inspection.
Method Document Inspection
References Payment Card Helpline Contingency Planning Manual
(PCHCPO1)
Phase Technical Test
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Page: 98 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 12
Derivation Requirement
Criterion The CONTRACTOR shall provide any necessary training to
Description ensure AUTHORITIES staff work effectively with the Help
Desk. The CONTRACTOR shall develop training plans for its
own staff.
Test Condition
Pathway training of POCL staff includes the topic of
interaction with the Help desk. Interaction by DSS Staff with
the Help desk is documented in the NR2 Payment Card
Helpline Processes and Procedures Description
(CS/PRO/0047) and the NR2 PCHL Call Enquiry Matrix
(CS/FSP/009), so that the DSS can train its staff appropriately
through the CAPS programme. Training Plans for the Payment
Card Helpline Staff will be available for inspection.
Method Document Inspection
References Payment Card Induction Course Specification
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 889
Criterion 13
Derivation Requirement
Criterion The CONTRACTOR shall ensure that all its staff have suitable
Description and appropriate skills and training and that sufficient skilled
resources are available to cater for holidays, sickness and
natural wastage within the CONTRACTOR’s organisation.
Test Condition
The Help desk will recruit, vet and train staff to ensure that all
Help desk staff are suitable. The numbers of staff employed
will be in accord with call traffic patterns and card rollout, and
be sufficient to cover holidays, sickness and natural wastage, in
order to ensure the necessary service levels.
Method Document Inspection
References PCHL Resource Planning documentation
External Appointments (QOP1300)
Phase Technical Test
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Page: 100 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 14
Derivation Requirement
Criterion The CONTRACTOR shall produce Service information, in
Description electronic form, and shall deliver this information to the
AUTHORITIES within five (5) DSS Days of the end of the
period to which they relate. This information shall include
(without limitation):
a) number of calls outgoing/received/number of calls
not answered;
b) percentage of calls answered within target times;
c) number of problems/queries logged;
d) number and percentage of problems/queries solved
within target times;
number of problems/queries assigned to first level
that were not cleared within ten (10) minutes;
f) number of problems/queries with secondary
complications (e.g. repeat calls);
g) number of problems/queries escalated;
h) percentage of time full Help Desk Service was
available.
°)
e
Test Condition
Service information will be provided, in the currently agreed
format on CD-ROM, to the authorised BA Manager within
five (5) DSS Days of the end of the period to which they
relate.
Method Document Inspection to demonstrate the timetable declared
for the procedure of delivering service performance reports
external to Pathway - this includes a review of an electronic
copy of such sample information held in the Pathway library.
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 15
Derivation Requirement
Criterion The information shall be provided in a format suitable to
Description permit the AUTHORITIES to analyse it by:
a) category of problem/query;
b) level and solving group at which the problem/query
was solved;
c) customer group and location;
d) mean time to clear.
Test Condition
The information referred to in 888/16 will be in a format by
which interrogation will be possible using Business Objects.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
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Page: 102 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 16
Derivation Requirement
Criterion The CONTRACTOR shall maintain Help Desk records for a
Description minimum of eighteen (18) months.
Test Condition Call records logged within the Help desk application are
transferred to the Pathway Data Warehouse and retained for 7
ears (online 3 months, archive 7 years).
Method Document Inspection
References Data Warehouse Architectural Specification (DW/DES/003)
Phase Technical Test
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Page: 103 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id
889
Criterion
17
Derivation
Requirement
Criterion
Description
Each quarter a survey shall be conducted by the
AUTHORITIES to determine customer satisfaction with the
Help Desk Service. The AUTHORITIES and
CONTRACTOR shall agree the approach to be taken and the
format/content of the questionnaire by a date consistent with
the project plan agreed by the parties, such that the date does
not adversely impact contractual milestones as defined in
Clause 605.1 of the Authorities Agreement.
Test Condition
The responsibility for conducting the quarterly survey to
determine User satisfaction with the Help Desk Service lies
with the Contracting Authorities.
ICL Pathway CS, within the context of the joint Horizon
Service Review Forum, re participating with the Authorities in
agreeing the approach to be taken on this as well as other
satisfaction surveys.
Method
Approach agreed and documented by joint
Authorities/Pathway activity
References
Horizon User Satisfaction Survey Procedure (CS/PRO/010)
Phase
Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 889
Criterion 18
Derivation Requirement
Criterion The CONTRACTOR shall, on request, provide on-line access
Description to the problem management system. The AUTHORITIES
shall inform the CONTRACTOR of who is authorised to
access the problem management system. The CONTRACTOR
shall provide ad hoc reports, as requested by the
AUTHORITIES, within three (3) DSS Days.
Test Condition Access to the Help desk is by telephone call. Ad hoc reports
that require no development will be provided within three days
of request. Ad hoc reports that require development will need
a formal CCN to be raised.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
Notes DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
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Page: 105 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 898
Criterion 5
Derivation Requirement
Criterion Help Desk support shall be available to all Users of OBCS.
Description
Test Condition
The Horizon System Helpdesk is already in place and
providing support to users of OBCS.
Method
Document Inspection
References
DS Pathway Operations Manual (DSP/HQ/OPS/001) Horizon
System Helpdesk Call Enquiry Matrix (CS/FSP/0002)
NR2 Horizon System HelpDesk Processes and Procedures
Description
(CS/PRO/0048)
Phase
Technical Test
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Page: 106 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 908
Criterion 2
Derivation Requirement
Criterion It may be necessary to generate and record a unique
Description Transaction Id to enable recovery following equipment failure.
Test Condition
When a remote encashment is made during a counter
equipment failure PCHL will provide a unique Transaction ID
to the postmaster
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall provide a Help Desk Service which
Description shall be the first point of contact for customers of the Services.
Customers include both AUTHORITIES’ staff and staff of
POCL Clients having a direct interface with the Services.
AUTHORITIES’ staff includes DSS and POCL staff and (in
this requirement) the ITSA service delivery function.
Test Condition The Horizon System Helpdesk has been established to provide
primary point of contact for technical issues as defined in the
Horizon System Helpdesk Call Enquiry Matrix. DSS and
POCL staff with pre-authorised site or FAD code will be
deemed to be appropriate callers
Method Document Inspection
References DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Helpdesk Call Enquiry Matrix (CS/FSP/0002)
Phase Technical Test
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 2
Derivation Requirement
Criterion The Help Desk shall:
Description a) act as a central point for information on the working
state of the Services;
b) keep customers notified of any scheduled
interruptions;
c) assist in any negotiations between the
AUTHORITIES and their customers where
interruptions to the Services provided are scheduled;
d) keep customers informed of when the Service will
be restored.
Test Condition a) The Horizon System Helpdesk will record the status of all
incidents reported to it.
b) The Horizon System Help Desk will keep customers
notified of any scheduled interruptions;
The Horizon System Help Desk will assist in any
negotiations between the AUTHORITIES and their
customers where interruptions to the Services provided are
scheduled;
Where customers have reported an interruption to their
service the Horizon System Help Desk will keep them
informed of when the services will be restored.
©
d
Method Document Inspection
References a) DS Pathway Operations Manual (DSP/HQ/OPS/001)
b) Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Live Trial
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 3
Derivation Requirement
Criterion The CONTRACTOR’s Help Desk Service shall provide first,
Description second and third level Services. The Help Desk shall respond
to calls within ten (10) seconds. Help Desk contact shall be
over the telephone.
Test Condition
The Horizon System Helpdesk provides the gateway, over the
telephone, to first, second and third levels of service for those
services supported Horizon System Helpdesk will provide a
call management service. to enable call answering to be
achieved in line with service levels as defined in Schedule G10. 4
namely 80% of calls to be answered within 20 seconds and
99.9% to be answered within 40 seconds, during support
hours.
Conformance to Service Levels can be inspected using MIS
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Helpdesk Call Routing Table
(DSP/PRO/HH/011)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Live Trial
Notes DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 110 of 212
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 4
Derivation Requirement
Criterion The CONTRACTOR shall provide the facility to transfer calls
Description which are received and are outside its area of responsibility.
The CONTRACTOR shall also provide the facility to receive
transferred calls from POCL help desks and helplines.
Test Condition
The Horizon System Helpdesk will operate 10 voice telephone
lines to transfer calls to the Payment Card Helpline. If the
Horizon System Helpdesk receives calls for another
Authorities Help Desk, the advisor will instruct the caller to
ring the appropriate Desk. Where possible, the help desk
advisor will supply the phone number of the appropriate Desk.
Any call transferred to the Horizon System Helpdesk (e.g.
should a call be transferred from a POCL help desk or help
line) will be handled as if it were a direct call
Method
Document Inspection
References
Horizon System Helpdesk Call Enquiry Matrix (CS/FSP/0002)
Horizon System Helpdesk Call Coding Matrix
(DSP/SPE/HH/002)
Horizon System Helpdesk Call Routing Table
(DSP/PRO/HH/011)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Horizon System Helpdesk Incident Processes
(DSP/PRO/HH/010)
Phase
Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 111 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 5
Derivation Requirement
Criterion The first level Service shall provide an immediate problem
Description solving service for all simple and straightforward problems,
which can be resolved within five (5) minutes, and all general
enquiries.
Test Condition
In line with Schedule G10 at least 95% of calls assigned to first
level will be resolved within five minutes. 100% of calls
assigned to first level will be resolved within ten minutes.
Conformance to Service Levels can be inspected using MIS
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
Phase Live Trial
Notes DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
© 1998 ICL Pathway Ltd
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Page: 112 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 6
Derivation Requirement
Criterion The first level member of staff who takes the call owns the
Description problem from initial logging through to resolution to the
customer’s satisfaction. The CONTRACTOR shall cater for
first level members being off duty.
Test Condition
All calls received by the Horizon System Helpdesk will be
handled by the call management system from initial logging
through to call closure. Using the call management system
Horizon System Help Desk staff will be responsible for the call
through its lifecycle. A call may be passed to other support
units who will own responsibility for the clearance of the call.
Method Document Inspection of closed calls covering instances where
first level staff member has gone off duty and passed on
ownership.
References Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
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COMMERCIAL IN CONFIDENCE Printed on: 4/
Page: 113 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 7
Derivation Requirement
Criterion The second level Service shall provide a diagnostics and fixing
Description service for all problems which cannot be fixed within five (5)
minutes by the first level Service, but which can be resolved
within thirty (30) minutes.
Test Condition
In line with Schedule G10, 95% of calls assigned to second
level will be resolved within 30 minutes. 100% of calls
assigned to second level will be resolved within 45 minutes.
Conformance to Service Levels can be inspected using MIS
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 114 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 8
Derivation Requirement
Criterion Calls shall be referred electronically from the first level Service
Description to the second level Service. Second level staff shall have
access to a prioritised list of outstanding problems, and all the
details on the problem entered by first level staff.
Test Condition
The call management system employed by Horizon System
Helpdesk will provide for passing calls through the appropriate
support levels. Each call registered on the call management
system will receive a priority level according to its severity.
Method Document inspection of closed calls that have moved between
units.
References Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 115 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 9
Derivation Requirement
Criterion If the Help Desk is unable to resolve a problem at the first or
Description second level the CONTRACTOR shall categorise and
prioritise the problem so that it can be actioned and completed
within a standard timescale.
Test Condition
The call management system employed by Horizon System
Helpdesk will provide for passing calls to a third level service
for action.
Method Document inspection of closed calls that have moved from
second level to third level.
References Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
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Page: 116 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 10
Derivation Requirement
Criterion The CONTRACTOR shall provide a continuous Help Desk
Description Service as specified below:
a) First level - 05:00-00:00, Monday-Sunday, all year
round (Christmas Day excepted);
b) Second level - 05:00-00:00, Monday-Sunday, all
year round (Christmas Day excepted).
Test Condition c) A continuous Help Desk Service will be provided as
specified below:
a) First level - 05:00-00:00, Monday-Sunday,
all year round (Christmas Day excepted);
b) Second level - 05:00-00:00, Monday-
Sunday, all year round (Christmas Day excepted).
Method Document Inspection
References d) NR2 Horizon System Helpdesk Processes and
Procedures Description
°) (CS/PRO/0048)
Phase Live Trial
Notes The service during Live Trial will meet operational need. A
demonstration of the working hours mentioned above working
can be provided during Live Trial.
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Pag
4/25/2022
117 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion iat
Derivation Requirement
Criterion The CONTRACTOR shall ensure that calls made to the Help
Description Desk outside specified hours are accepted by
CONTRACTOR.
Test Condition Calls outside specified hours are accepted and will be dealt
with during the specified hours.
Method Document Inspection
References NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
Phase Live Trial
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Page: 118 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 12
Derivation Requirement
Criterion The CONTRACTOR, given two (2) POCL Core Days notice,
Description shall extend the level of Service to whatever is required. In
emergency circumstances, the CONTRACTOR shall, given
five (5) hours notice, provide a first and second level Service
outside normal and extended working hours.
Test Condition Please see Test Condition 914.10
Method
References
Phase
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 119 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 13
Derivation Requirement
Criterion The CONTRACTOR shall provide a problem management
Description system to record the problem details such as (but not
exclusively):
unique problem serial reference, generated
automatically by the problem management system;
customer contact, address, location and telephone
number;
c) date and time problem occurred;
d) date and time problem was reported to Help Desk;
e) Help Desk contact;
1) Criterion Description of the problem, including
frequency of occurrence;
serial references of similar faults and previous
occurrences;
Hardware Equipment involved; serial number etc.;
Software product and release version;
j) assessed impact on customers business;
k) priority for solution;
1) problem category;
m) estimated elapsed time to solve problem;
n) any change of referral point;
o) date and time of referral.
b
g
h
i
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 120 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Test Condition
All incidents reported to the Horizon System Helpdesk will be
recorded on the call management system. All TSA staff are
required to capture all relevant information to ensure the
speedy analysis and resolution of incidents. The call
management system has facilities that enable it to record
details such as the following
Unique call number
Date/Time stamp of when call is raised
FAD/site code
Customer Name
Customer Address
Customer Postcode
Customer Phone Number
Customer Contact Name
Local or Remote site details
No Of Counters
Call Type
Severity
Priority
Product Description
Serial Number of product
Problem type
Action Group owning
Member of staff in Action Group owning call
Problem Description (Free Text)
Updates to problem as free text - automatic time/date & staff
member name is stamped.
Cause codes
Repair codes
Closure codes
Closure text/description (free text)
Method Document Inspection of closed calls
References Horizon System Helpdesk Call Coding Matrix
(DSP/SPE/HH/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 121 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id
914
Criterion
14
Derivation
Requirement
Criterion
Description
The CONTRACTOR shall update the problem management
system with the following information, as appropriate:
a) date and time of update;
b) Help Desk contact updating record;
c) textual Criterion Description of the work done, or
the fact that the problem had to be referred
elsewhere, and who has taken it on;
d) date and time problem was cleared;
date and time the solution was accepted by the
customer;
f) actual elapsed time to solve problem.
©)
Test Condition
All subsequent activity on an incident on the call management
system will be logged by a TSA or the appropriate party to
whom the call has been allocated. All updates though to call
clearance are automatically time/date stamped along with
operators stamp.
Method
Document Inspection of closed calls
References
Horizon System Helpdesk Call Coding Matrix
(DSP/SPE/HH/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase
Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 122 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 15
Derivation Requirement
Criterion The CONTRACTOR shall also keep a record of all problems
Description relating to the failure of uploading and downloading data.
Test Condition
Tivoli will provide a monitoring operation relating to Software
Distribution. In the event of a failure of transmitted software
then event management through Tivoli will register an entry on
the Software Distribution error log
Method Inspection of Software Distribution error log
References Software Release Management Process (CM/PRO/003)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 123 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 16
Derivation Requirement
Criterion The CONTRACTOR’ first level Service staff shall assign a
Description priority to the problem. Possible priorities could be:
Priority Criterion Description
1 live working disrupted. Outlet cannot
continue normal working;
2 live working disrupted but work around
possible;
3 minor inconvenience. Help Desk provide
short term resolution.
Test Condition Priorities will be assigned as defined in the HSH Incident
Prioritisation (CS/FS/005)
Method Document Inspection of closed calls showing priorities
assigned
References HSH Incident Prioritisation (CS/FS/005)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 124 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 17
Derivation Requirement
Criterion Throughout the life of the problem the CONTRACTOR staff
Description shall monitor the progress of the problem and inform the
customer at regular intervals, to be agreed with the
AUTHORITIES by a date consistent with the project plan
agreed by the parties, such that the date does not adversely
impact contractual milestones as defined in Clause 605.1 of the
Authorities Agreement. This shall also apply to second and
third level Services.
Test Condition
The progress of all calls will be monitored and the customer
will be provided with updates where appropriate
Method
Document Inspection of closed calls showing customer
updates
References
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Horizon System Helpdesk Technical Work Instructions
(DSP/TCI/HH/001)
Phase
Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 125 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 18
Derivation Requirement
Criterion The CONTRACTOR shall manage the resolution of any
Description problem using documented procedures agreed with the
AUTHORITIES by a date consistent with the project plan
agreed by the parties, such that the date does not adversely
impact contractual milestones as defined in Clause 605.1 of the
Authorities Agreement. These procedures shall be
comprehensive in that they cover all aspects of problem
resolution from initial logging through to closure. For
example, in the event of a major Service Failure at a post
office, procedures shall exist to cover the possible closure of
the post office and the re-allocation of its responsibilities to
other post offices. Escalation procedures shall be included.
Test Condition
The operation of all services provided by Pathway Services
will be defined and documented in Process and Procedure
Manuals and Operations Manuals as appropriate. These cover
the areas of System Service, Helpdesk and System
Management.
Method
Document Inspection
References
System Service Operations Manual (SS/OPS/001)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
SMC Core Processes for Service Delivery
(DSP/PRO/SM/002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
Phase
Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 126 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 19
Derivation Requirement
Criterion A problem can only be cleared when a customer has confirmed
Description satisfaction with the resolution.
Test Condition Call clearance is achieved when, within the context of the
dialogue between the Helpdesk advisor and the customer,
agreement has been gained from that customer.
Method Document Inspection
References Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 127 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 20
Derivation Requirement
Criterion The CONTRACTOR shall maintain User, asset, problem and
Description change management databases.
Test Condition
User database - this will be populated on Dispatch-1. It will
be maintained (additions, deletions and amendments) by
information as provided from time-to-time by Pathway
reference systems.
Asset database - this will be populated on Dispatch-1. It
will be maintained (additions, deletions and amendments) by
information provided by Pathway reference systems or by
asset movements recorded by System Service staff during
maintenance operations.
Incident database - this will be provided by the call
management system. All incidents reported to the Horizon
System Helpdesk will be logged on to the call management
system.
ICL Pathway will operate, via System Service staff, an
agreed change management system for hardware located in
Outlets and for corresponding software a change
management system operated by the Systems Management
Centre.
Method
Demonstration of usage of systems referred to above
References
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
System Service Operations manual (SS/OPS/001)
Asset Control Strategy (SS/ASC/001)
Software Release Management Process (CM/PRO/003)
Implementing a Software Download (DSP/WKI/SMO15)
Phase
Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4
Page: 128 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 21
Derivation Requirement
Criterion The CONTRACTOR is responsible for ensuring that a
Description contingency plan is in place to cater with any Help Desk
Incident, e.g. loss of staff, loss of telephone system, loss of
problem/configuration management system. The contingency
plan is to be agreed with the AUTHORITIES by a date
consistent with the project plan agreed by the parties, such that
the date does not adversely impact contractual milestones as
defined in Clause 605.1 of the Authorities Agreement and shall
state how quickly the Service will be restored in the event of
an Incident.
Test Condition The Horizon System Helpdesk will operate from dual sites.
These sites will offer a parallel service with duplicated facilities
and resourcing. In the event of part or whole of a single site
becoming non-operational, all incoming calls will be
automatically routed to the second site. Resilience for the call
management system is also provided for.
Method Document Inspection
References Horizon System Helpdesk Contingency (DSP/PLA/HH/001)
Horizon System Helpdesk Process for Utilising Contingency
Site (DSP/PRO/HH/003)
Phase Live Trial
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 129 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 22
Derivation Requirement
Criterion The CONTRACTOR shall provide any necessary training to
Description ensure AUTHORITIES staff work effectively with the Help
Desk. The CONTRACTOR shall develop and implement
training plans for its own staff.
Test Condition
a? Initial training will be provided as part of rollout and
will be supported by counter procedures.
Subsequent training will be provided by POCL.
b? The Horizon System Helpdesk will develop and
implement training plans for its own staff.
Method Document Inspection
References Horizon System Helpdesk Training Plan (DSP/PLA/HH/98)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 130 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 23
Derivation Requirement
Criterion The CONTRACTOR shall ensure that all staff, including back-
Description up staff, employed on the Help Desk Service have suitable and
appropriate skills and training. The CONTRACTOR shall
ensure that sufficient skilled resources are available to cater for
holidays, sickness and natural wastage within the
CONTRACTOR’s organisation.
Test Condition A training plan will be produced to ensure that staff have
appropriate skills and training. Shift sizes and rota systems
will ensure capability to cover holidays, sickness and natural
wastage.
Method Document Inspection
References DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Helpdesk Training Plan (DSP/PLA/HH/98)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/
Page: 131 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 24
Derivation Requirement
Criterion The CONTRACTOR shall answer at least 80% of all calls to
Description the Help Desk within twenty seconds during first level Service
hours. 99.9% of calls shall be answered within forty (40)
seconds
Test Condition
Telephone answering performance information will be
provided to the Pathway data warehouse. 80% of calls will be
answered in 20 seconds; 99.9% of calls answered in 40
seconds. Service MIS Reports will be available for document
inspection.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013).
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 132 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 25
Derivation Requirement
Criterion The percentage of ‘calls not answered’ shall be less than 1%.
Description This includes calls where the line is busy as well as calls
answered but put on the ‘waiting queue’.
Test Condition
Telephone answering performance information will be
provided to the Pathway data warehouse.
Service MIS Reports will be available for document
inspection in Live Trial.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013).
Phase Live Trial
Notes DN- This SLA is under review within the auspices of the
Horizon Service Review Forum held between Pathway, POCL
and BA.
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/
Page: 133
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 26
Derivation Requirement
Criterion The CONTRACTOR shall resolve at least 95% of calls
Description assigned to first level within five (5) minutes. The
CONTRACTOR will resolve 100% of calls assigned to first
level within ten (10) minutes.
Test Condition
In line with Schedule G10 at least 95% of calls assigned to first
level will be resolved within five minutes. 100% of calls
assigned to first level will be resolved within ten minutes.
Conformance to Service Levels can be inspected using MIS
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013).
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 134 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 27
Derivation Requirement
Criterion The CONTRACTOR shall resolve at least 95% of calls
Description assigned to second level within thirty (30) minutes. The
CONTRACTOR shall resolve 100% of calls assigned to
second level within forty-five (45) minutes.
Test Condition
In line with Schedule G10, 95% of calls assigned to second
level will be resolved within 30 minutes. 100% of calls
assigned to second level will be resolved within 45 minutes.
Conformance to Service Levels can be inspected using MIS
Reports.
Method Document Inspection
References Service Review - Performance Statistics (CS/PER/0013).
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 135 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
914
Criterion
28
Derivation
Requirement
Criterion
Description
The CONTRACTOR shall produce Service information, in
electronic form and/or paper, and shall deliver this information
to the AUTHORITIES within two (2) POCL Core Days of the
end of the period to which they relate. The following is an
example of the information required:
a? number of calls outgoing/received/number of calls
not answered;
b? percentage of calls answered within target times;
c? number of problems/queries logged;
d? number and percentage of problems/queries solved
within target times;
number of problems / queries assigned to first level
that were not cleared within ten (10) minutes;
number of problems/queries with secondary
complications (e.g. repeat calls);
g? number of problems/queries escalated;
h? percentage of time full Help Desk Service was
available;
supplier performance against Service Levels for
response;
Service availability at each post office.
e
Test Condition
Service information will be provided, in the currently agreed
format on CD-ROM, to the authorised POCL Manager within
five (5) POCL Days of the end of the period to which they
relate.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Method Document Inspection to demonstrate the timetable declared
for the procedure of delivering service performance reports
external to Pathway - this includes a review of an electronic
copy of such sample information held in the Pathway library.
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 137 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 29
Derivation Requirement
Criterion The AUTHORITIES may wish to analyse the information by:
Description a? category of operational problem/query;
b? level and solving group at which the problem/query
was solved;
ce? customer group and location;
d? mean time to closure.
Test Condition The information referred to in 914/28 will be in a format by
which interrogation will be possible using Business Objects.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
© 1998 ICL Pathway Ltd
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Page: 138 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 914
Criterion 30
Derivation Requirement
Criterion The CONTRACTOR shall maintain Help Desk records for a
Description minimum of eighteen (18) months.
Test Condition The Helpdesk system will retain data for a period of 18
months.
Method Document Inspection
References Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Phase Technical Test
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Page: 139 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id
914
Criterion
31
Derivation
Requirement
Criterion
Description
Each quarter a survey shall be conducted by the
AUTHORITIES to determine User satisfaction with the Help
Desk Service. The AUTHORITIES and CONTRACTOR
shall agree the approach to be taken and the format/content of
the questionnaire by a date consistent with the project plan
agreed by the parties, such that the date does not adversely
impact contractual milestones as defined in Clause 605.1 of the
Authorities Agreement.
Test Condition
The responsibility for conducting the quarterly survey to
determine User satisfaction with the Help Desk Service lies
with the Contracting Authorities.
ICL Pathway CS, within the context of the joint Horizon
Service Review Forum, are participating with the Authorities
in agreeing the approach to be taken on this as well as other
satisfaction surveys.
Method
Approach agreed and documented by joint
Authorities/Pathway activity.
References
Horizon User Satisfaction Survey Procedure (CS/PRO/010)
Phase
Technical Test
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Page: 140 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 914
Criterion 32
Derivation Requirement
Criterion The CONTRACTOR shall, on request, provide on-line access
Description to the problem management system. The AUTHORITIES
shall inform the CONTRACTOR of who is authorised to
access the system. The CONTRACTOR shall provide ad hoc
reports, as requested by the AUTHORITIES, within three (3)
POCL Core Days.
Test Condition Access to the Help desk is by telephone call. Ad hoc reports
that require no development will be provided within three days
of request. Ad hoc reports that require development will need
a formal CCN to be raised.
Method Document Inspection
References CS Service Levels Report Production (CS/PER/034)
Phase Live Trial
Notes DN - It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
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Page: 141 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 931
Criterion 1
Derivation Requirement
Criterion The CONTRACTOR shall ensure that all support Services
Description shall be available to DSS staff and Authorised Persons at least
four (4) weeks before Card payments are made and all
Services shall perform to Service Levels.
Test Condition a? Card payments are already under way and relevant
support services to authorised DSS and other staff
are now available.
b? Agreed Services Levels as defined in Schedule G10
can be demonstrated by inspecting MIS Reports.
Method Document Inspection
References j? Service Review - Performance Statistics (CS/PER/0013).
k?_ DS Pathway Operations Manual (DSP/HQ/OPS/001)
Phase a) Technical Test
b) Live Trial
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Page: 142 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 931
Criterion 2
Derivation Requirement
Criterion The CONTRACTOR shall make appropriate levels of support
Description Services available:
a) to provide support when Users have access to the
Service and Service Infrastructure;
b) to cover the operation of interfaces with the Service
Environment;
c) to provide support for all other help desks linked to
the Help Desk facility;
d) to provide replacement Cards to Authorised Persons
who have reported them lost/damaged/not received.
Test Condition a) The Horizon System Help Desk is already in place
to provide support to such users.
The Horizon System Helpdesk will operate to the
Horizon System Helpdesk Call Enquiry Matrix in
respect of external data interfaces into the Pathway
estate.
c) The Horizon System Helpdesk will be equipped
with 10 telephone lines allocated to the transfer of
calls to the Payment Card Helpline. Calls will be
accepted from the Payment Card Helpline for
incidents relating to application operation as defined
by the Horizon System Helpdesk Call Enquiry
Matrix
The Payment Card Helpline service will meet this
section of the criterion, and is documented in the
Payment Card Helpline Quality Manual (PCH01).
»
d
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 143 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Method Document Inspection
References Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 144 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 931
Criterion 3
Derivation Requirement
Criterion If appropriate a Help Desk (provided by the CONTRACTOR)
Description shall deal with calls relating to Equipment and Software
installed in DSS Premises. This shall include, but is not
exclusive to:
fault diagnosis;
maintenance call out;
caretaking advice;
configuration management.
Test Condition
The Horizon System Helpdesk will accept calls from DSS
premises, via the ITSA HelpDesk for Pathway installed
equipment as defined in the Horizon System Helpdesk Call
Enquiry Matrix
Method
Document Inspection
References
Horizon System Helpdesk Call Enquiry Matrix (CS/FSP/0002)
Horizon System Helpdesk Process Manual
(DSP/PRD/HH/001)
Horizon System Helpdesk Call Routing Table
(DSP/PRO/HH/011)
Phase
Technical Test
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Pag
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 936
Criterion 7
Derivation Requirement
Criterion There are common facilities that the CONTRACTOR shall
Description make available to support any interaction initiated by the DSS
Customer on this Service boundary. These include:
a) trace facilities to identify the DSS Customer -
although DSS promotes the use of NINO in
communications with DSS Customers, the
CONTRACTOR cannot rely on a DSS Customer
supplying his NINO in any interaction. Nor can the
CONTRACTOR rely on the use of Card PANs
(since the DSS Customer will, in many cases, not
have the Card at hand). Therefore the
CONTRACTOR shall have other facilities for
identifying DSS Customers based on other
information available to the CONTRACTOR. The
CONTRACTOR shall define what these facilities
are and any circumstances in which they may require
additional DSS support (and hence incur extra costs
to the DSS);
ensuring the DSS Customer is who he claims to be -
the CONTRACTOR shall enforce checks that are
sufficient to prevent fraudulent or malicious use of
the Services;
applying agreed access criterion - the
CONTRACTOR shall define which DSS Customers
can access which Services and shall gain agreement
from DSS for these restrictions. Such restrictions
shall be implemented in their solution.
bd
c
Test Condition
Please see Test Conditions for 730d,¢,f
Method
References
Phase
© 1998 ICL Pathway Ltd
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Page: 146 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 936
Criterion 9
Derivation Requirement
Criterion The detailed processes are for the CONTRACTOR to define
Description but:
a) shall deal with all DSS Customers (including, e.g.
those of no fixed abode, those where the DSS has
not been informed of an address, those who cannot
attend the post office for Card collection, etc.);
shall not degrade existing Service Levels (e.g. the
DSS Customer shall not have to spend significantly
more time or effort in collecting a Card and
supporting material than he does in collecting
current IOPs and supporting material);
shall not place other additional burdens on the DSS
Customer (for example, requiring that DSS
Customers make long distance telephone calls is
unacceptable).
b)
c
Test Condition
1) The above criterion is met as follows:
a) For Customers of No-fixed-abode, or where DSS
has no known address, PUNs will be addressed c/o
the corresponding DSS office using data provided
by the DSS. For Customers unable to visit the PO,
the agreed procedure is that they would contact the
Payment Card Helpline. The Helpline would
question the caller to establish the precise
circumstances. If the caller was unable to visit the
PO for some time, the Helpdesk would extend the
card collection period & advise the caller to contact
the DSS.
Customers will collect the card from the PO as
easily as collecting a replacement benefit payment
book
c) Customer calls to the Helpdesk are at local rate.
b)
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/202:
Page: 147 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 148 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 936
Criterion 12
Derivation Requirement
Criterion For Services involving DSS staff, the CONTRACTOR’s
Description Service responsibilities extend to:
a) collecting information from the DSS clerk and all
subsequent processing;
b) presenting information back to the DSS clerk.
Test Condition Please see Test Conditions 730p, t, u (at least)
Method
References
Phase
Note DSS caller will be provided with a call logging number, or not,
subject to the outcome of CCN090
© 1998 ICL Pathway Ltd
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Page: 149 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 937
Criterion 2
Derivation Requirement
Criterion DSS staff enquiries - the CONTRACTOR shall provide
Description facilities whereby all DSS staff are able to enquire on all
aspects of the Card Management Service and receive prompt
and accurate responses. Such enquiries depend on the facilities
proposed by the CONTRACTOR but shall, as a minimum,
include all enquiries that a DSS Customer is able to make (see
requirement 936) and also encompass enquiries about:
a) for a particular DSS Customer, the current status
and type of all Cards related to him (i.e. all Cards
the CONTRACTOR intends or ever has produced
for this DSS Customer regardless of whether the
DSS Customer has received them or not). For each
such Card, a full history of all relevant status
changes shall be available (including date, time and
reason for each status change). Additionally,
information shall be available regarding likely dates
and times of any future status changes (for example,
when a Card in production is likely to be available
for collection or when a currently valid Card is due
to expire, etc.);
for a particular Card, who is the cardholder. In
addition, all the information above should be
available for that Card.
»d,
Test Condition
Please see Test Condition 730t
Method
References
Phase
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Page: 150 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 937
Criterion 4
Derivation Requirement
Criterion There are common facilities that the CONTRACTOR shall
Description make available to support any interaction initiated by DSS staff
on this Service boundary. These include:
a) facilities to identify the DSS clerk and ensure he has
security clearance to use the CMS;
applying agreed access restriction to particular
functions - the CONTRACTOR shall define which
categories of DSS staff can access which Services
and shall obtain agreement from the DSS for these
restrictions by a date consistent with the project plan
agreed by the parties, such that the date does not
adversely impact contractual milestones as defined
in Clause 605.1 of the Authorities Agreement.
b
Test Condition Please See Test Condition 730r
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Page: 151 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 937
Criterion 8
Derivation Requirement
Criterion Access to Services from all DSS offices is expected. DSS
Description offices are within DSS, DHSS(NI), and ES, and number
approximately two thousand (2,000) currently (although this
figure may change significantly before full implementation as
well as subsequently).
Test Condition
Access to the services is via the Payment Card Helpline.
Utilising personal verification data provided by the DSS for the
agreed limited number of DSS staff via the COLS Helpdesk,
the Payment Card Helpline service can verify the identity of
DSS staff who call the Help desk, using passwords. This is
documented in the Payment Card Helpline Quality Manual
(PCHO1)
Method Document Inspection
References NR2 PCHL Call Enquiry Matrix (CS/FSP/009)
NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Pag
4/25/2022
152 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 937
Criterion 9
Derivation Requirement
Criterion For Services to DSS staff, the CONTRACTOR’S Service
Description responsibilities extend to:
a) collecting information from the DSS clerk and all
subsequent processing;
b) presenting information back to the DSS clerk.
Test Condition Please see Test Condition 730t
Method
References
Phase
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Page: 153 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion b
Derivation SADD 3.1.1.8.1
Criterion Pathway’s internal access to CMS via the Help Desk is strictly
Description controlled. Only staff with the appropriate security level have
access to, and have the authority to amend the status of card
and PUN details. All status changes are subject to a complete
audit trail
Test Condition Access to CMS is controlled via the Helpdesk by individual
user names and passwords. Only those staff who have
authorised usernames/passwords are thus able to amend the
status of card and PUN details.
Control of users on the system is maintained by a single
authorised member of the PCHL management team. The
PCHL Helpdesk system provides access to details of card
status changes.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 154 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion c
Derivation SADD 3.1.1.8.2
Criterion (CMS Help Desk) For contingency purposes the Help Desk is
Description provided at two sites
Test Condition The Payment Card Helpline is provided at two sites.
Method Site inspection
References NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Phase Live Trial
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Page: 155 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion d
Derivation SADD 3.1.1.8.3.1
Criterion On contacting the Help Desk the customer is asked to provide
Description his National Insurance Number (NINO) or Primary Account
Number (PAN). This enables the Help Desk operator to access
the customer’s details
Test Condition
On contacting the PCHL the card-holder is asked to provide
his NINO (or PAN). This enables the PCHL advisor to access
the customers details.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 156 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion e
Derivation SADD 3.1.1.8.3.1
Criterion If the customer cannot provide either the NINO or PAN, the
Description Help Desk has a search facility to access customer details
using surname, initial and first line of address
Test Condition If the customer cannot provide either the NINO or the PAN,
the Helpdesk has a search facility to access card-holder details
using surname, initial, first line of address and month and day
of birth or surname, initial and post-code.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 157 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion f
Derivation SADD 3.1.1.8.3.1
Criterion To verify the caller is genuine, the Help Desk asks the
Description customer verification question(s) from information contained
within his personal details, as supplied by CAPS. This
information may include elements from address details, day,
month and last digit of year of birth, forenames (if available)
and title. Only on successful clearance of this validation
process does the Help Desk act on instructions from the
customer
Test Condition
To verify the caller is genuine, the Help Desk asks the
customer verification question(s) from information contained
within his personal details as held within CMS. This
information includes forenames, month or day of birth and last
digit of year of birth. Only on successful clearance of this
validation process does the Help Desk act on instructions from
the customer
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 158 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion 2
Derivation SADD 3.1.1.8.3.2
Criterion When a customer reports a lost, stolen or found card, or a card
Description that is damaged beyond use, or appears to be, the Help Desk
updates the status of the card to reflect this status, immediately
triggering a number of events which lead to the update of the
system preventing any further benefit encashments against that
card
Test Condition When a customer reports a lost, stolen or found card, or a card
that is damaged beyond use, or appears to be, the Help Desk,
at the time of the call, updates the status of the card to reflect
this status. Further benefit encashments against that card are
thereafter prevented.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
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Page: 159 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion h
Derivation SADD 3.1.1.8.3.2
Criterion At the same time, the CMS Help Desk arranges the issue of a
Description replacement card and PUN
Test Condition At the same time the PCHL advisor can arrange for the issue
of a replacement card and PUN.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
Notes This is a continuation from 730g
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion i
Derivation SADD 3.1.1.8.3.3
Criterion The Help Desk registers the card as damaged, but still usable,
Description on the system. There is no requirement to inhibit use of the
card, pending collection of its replacement. The Help Desk
orders a replacement card at that particular point in time for
collection when the customer next attends his nominated post
office
Test Condition When a card is reported as damaged the Helpdesk registers the
information and can arrange for the issue of a replacement card
and PUN.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 161 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion j
Derivation SADD 3.1.1.8.3.4
Criterion Where the customer cannot present his PUN at the counter to
Description collect his benefit card because of non receipt or loss he will be
able to contact the Help Desk to request a reminder (second or
third) PUN
Test Condition
Upon receipt of a call from a card-holder advising that, due to
non-receipt or loss, he requires another PUN, PCHL will
arrange for another PUN to be despatched. This service is
limited to just one request from the card-holder.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 162 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion k
Derivation SADD 3.1.1.8.3.5
Criterion Where the customer reports his card was not available for
Description collection at the post office on presentation of his PUN, the
Help Desk checks the card status on CMS and where
necessary cancels the original card and orders a new card and
PUN for the customer
Test Condition
Where the customer reports his card was not available for
collection at the post office on presentation of his PUN, the
Help Desk checks the card status on CMS and where
necessary cancels the original card and orders a new card and
PUN for the customer
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 163 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion 1
Derivation SADD 3.1.1.8.3.5
Criterion If the customer has payments due, he is referred to his BIA
Description office. The local BIA staff have the facility to issue a
Temporary Token, where appropriate, in such cases
Test Condition If the customer claims that he has payments due then he is
referred to his BIA office.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 164 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion m
Derivation SADD 3.1.1.8.3.6
Criterion (Report Card / PUN Found Previously Reported Lost) The
Description Help Desk records the call, but once the status of a card or
PUN is updated to reflect ‘lost’ they cannot be re-activated. A
new card/PUN has previously been ordered for the customer
as the result of the loss report. Cards reported as found are
requested to be returned to Pathway using the freepost address
on the card
DN - A change to the SADD is required to reflect the fact that
the advice to a caller who reports a “previously reported
lost” card/PUN as found should be to destroy the card/PUN.
Test Condition
If a customer calls to advise that a card or PUN previously
reported lost has been found then he is advised to destroy the
card or PUN
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 165 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion n
Derivation SADD 3.1.1.8.3.7
Criterion The Help Desk provides information to customers on the
Description current and previous status/events of cards and PUNs; for
example, card/PUN ordered, card/PUN issued, card reported
lost
Test Condition
When dealing with calls relating to cards/PUNs, PCHL is able,
having authenticated the card-holder, to provide information
on the current and previous status/events of cards. In the case
of PUNSs this information is the date of ordering
replacement/reminder PUNs.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 166 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion °
Derivation SADD 3.1.1.8.3.8
Criterion There are a number of situations where the Help Desk cannot
Description provide information to callers These include
Customer not known on the system
Caller cannot provide NINO, PAN, day/month of birth, or first
line of address and post code
Caller fails the verification question(s)
The caller disconnects the call
Test Condition There are a number of situations where the Help Desk cannot
provide information to callers These include
Customer not known on the system
Caller cannot provide NINO, PAN, day/month of birth, or first
line of address and post code
Caller fails the verification question(s)
The caller disconnects the call
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4, 2:
Page: 167 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion p
Derivation SADD 3.1.1.8.4
Criterion BIA staff are required to provide each individual customer’s
Description NINO or PAN. This enables the Help Desk to access the
customer’s personal details.
Test Condition
On receipt of a call from a member of BIA staff quoting an
individual customers NINO or PAN, PCHL can access that
customer’s personal details.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 168 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion q
Derivation SADD 3.1.1.8.4
Criterion Tf when the customer details are accessed, the National
Description Sensitivity Indicator is displayed, the call is checked in
accordance with procedures described in Processes &
Procedures Document to confirm that the caller has the
appropriate clearance to deal with nationally sensitive cases
Test Condition
The agreed procedure for Release 2 is that all authorised DSS
callers will also have the appropriate clearance to deal with
nationally sensitive cases.
The Test Condition is thus as per 730r.
© 1998 ICL Pathway Ltd
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Page: 169 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion r
Derivation SADD 3.1.1.8.4.1
Criterion To ensure that only those members of staff authorised by BIAs
Description can use the Help Desk services, all callers are required to
complete a verification process. This involves the Help Desk
asking the caller security questions, for example, office
identification number
Test Condition
To ensure that only those members of staff authorised by BIAs
can use the Help Desk services, all callers are required to
complete a verification process. This involves the Helpdesk
asking the caller’s name, office identification number and the
caller’s individual password or part thereof.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 170 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion s
Derivation SADD 3.1.1.8.4.4
Criterion (CMS Help Desk, responding to a request from DSS to
Description terminate a card) Terminating the card for whatever reason
prevents any further encashments using that card, from the
specified termination date and time
Test Condition
If DSS request that a card be terminated then PCHL will
terminate the card at the time of the phone call.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 171 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion t
Derivation SADD 3.1.1.8.4.5
Criterion The Help Desk responds to enquiries on current and previous
Description cards and PUNs statuses from authorised BIA staff
Enquiry responses include the following details
PAN
NINO
Card status
Previous cards/PUNs statuses
Previous cards/PUNs dates statuses changed
Test Condition When dealing with calls relating to cards/PUNs PCHL is able,
having authenticated the member of BIA staff, to provide
information on the current and previous status/events of cards.
In the case of PUNs this information is the date of ordering
replacement/reminder PUNs
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 172 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion u
Derivation SADD 3.1.1.8.4.5
Criterion BIA staff can report the following situations on behalf of their
Description customers
Lost, stolen or damaged cards and PUNs
Non-received PUN
Card not available at the post office
Report card/PUN found
Test Condition When a member of BIA staff reports the following situations
on behalf of their customers
Lost, stolen or damaged cards and PUNs
Non-received PUN
Card not available at the post office
Report card/PUN found
PCHL will act upon this information as they would for a card-
holder call. (Note that “card not available at the post office” is
treated as a lost card)
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/
Page: 173 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref.:
Acceptance Specification Version: 2.0
Date: 11/12/98
CR/ACS/018
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion Vv
Derivation SADD 3.1.1.8.4.7
Criterion The BIA office can order one or more batches of Temporary
Description Tokens via the CMS Help Desk in an emergency situation
where an office is running low unexpectedly. The Help Desk
verifies the caller, takes the order and ensures CMS places it
with the Help Desk Emergency Store
Test Condition
Upon receipt of an order from an authorised BIA office,
PCHL will arrange for the despatch of one or more books of
Temporary Tokens.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 174 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion w
Derivation SADD 3.1.1.8.4.7, Sched E01 14.5.3
Criterion All orders are event logged and subject to a full audit trail.
Description (Note: Receipt or non-receipt of emergency orders made via
the Help Desk must be reported explicitly by the local DS/ES
office to the Help Desk)
Test Condition All orders for Temporary Tokens are event logged and subject
to a full audit trail. The process is dependent on receipt or non-
receipt of emergency orders made via the Help Desk being
reported explicitly by the local DS/ES office to the Help Desk.
Method Review of Helpdesk screens showing track of orders through
placement, despatch and receipt
References Payment Card Helpline Quality Manual (PCH01)
Phase Live Trial
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 175 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion x
Derivation SADD 3.1.1.8.4.8, Sched E01 14.6.1
Criterion (Terminate Temporary Tokens) This process allows authorised
Description BIA office staff to terminate use of a Temporary Token via the
Help Desk. The Temporary Token ID number will be required
to process the termination. The facility shall also be provided
to issue bulk stops of Temporary Tokens, at batch or book
level, following non-receipt, theft from the office, damage
within the office or to cancel an office’s unused stock on
closure.
Test Condition On receipt of a call from an authorised BIA office member to
terminate the use of a Temporary Token, a book of Temporary
Tokens or a batch of TT books, the Helpdesk will terminate
that specific Temporary Token, book or batch, based on
relevant ID numbers.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 176 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion
Derivation SADD 3.1.1.8.4.9
Criterion (Enquiries from DSS staff to CMS Help Desk) There are a
Description number of situations where the Help Desk cannot provide
information to callers. These include
The caller fails the authentication check
The caller cannot provide NINO or PAN
Test Condition
PCHL will not provide information to DSS staff who call but
who fail the authentication check or cannot provide a NINO or
PAN.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 177 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion Zz
Derivation SADD 3.1.1.8.4.9
Criterion (Enquiries from DSS staff to CMS Help Desk) Where the
Description customer NINO or PAN is not known to CMS an exception
report is generated for subsequent investigation
Test Condition Where a customer NINO or PAN is not known to CMS,
PCHL will advise the member of DSS staff who can
undertake subsequent investigation
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
Notes The automatic generation of exception reports will be
provided with the on-line interface. Until the on-line interface
is available (post-NR2) the procedure is as per Test Condition.
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 178 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion aa
Derivation SADD 3.1.1.8.6
Criterion (CMS Desk) Calls received by the Help Desk which are not
Description card- or PUN-specific are either referred to the appropriate
Help Desk within Pathway, or the caller advised to contact his
local BIA office.
Test Condition
In cases where calls are received by PCHL from card-holders
which are not card- or PUN-specific, the caller is advised to
contact the relevant BIA office.
In cases where calls are received by PCHL from POCL staff
which are not card- or PUN-specific but are Horizon-related,
the caller will be requested to call the Horizon System
Helpdesk.
In cases where calls are received by POCL staff which are not
Horizon related, the caller will be asked to call the POCL
Regional Helpdesk
In cases where calls are received by PCHL from DSS staff
which are not card- or PUN-specific, then such calls cannot be
accepted.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 179 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion ab
Derivation SADD 3.1.1.8.6
Criterion Calls to the CMS Help Desk requiring follow-on access to the
Description HS Help Desk are transferred
Test Condition Calls (from POCL staff) requiring action at PCHL that
subsequently require action at Horizon System Helpdesk are
transferred.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 180 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 730
Criterion ac
Derivation Sched E01 13.2.3, SADD 3.1.1.8.3.2
Criterion When a customer reports a lost or stolen Temporary Token,
Description the Temporary Token shall be stopped and the caller referred
to his local BA office. Where a Temporary Token is reported
found it shall be stopped.
Test Condition When a customer reports a lost or stolen Temporary Token,
PCHL will stop the Temporary Token and will refer the caller
to his local BA office. Where a Temporary Token is reported
found it will be stopped.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Live Trial
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 181 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 730
Criterion ad
Derivation Sched E01 13.3.2
Criterion When a customer reports a damaged Temporary Token, the
Description Temporary Token shall be stopped and the caller referred to
his local BA offfice.
Test Condition When a customer reports a damaged Temporary Token, PCHL
will treat it as being unusable, will place a stop on that
Temporary Token, and will refer the caller to his local BA
office.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Live Trial
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 182 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion a
Derivation SADD 3.1.2.11.1
Criterion The PAS Help Desk provides BIAs/POCL with a single point
Description of contact for dealing with all enquiries relating to the status of
automated benefit payments. The PAS Help Desk provides
separate telephone numbers for BIAs and POCL counter staff.
Test Condition
The PAS Help Desk facility is delivered by PCHL which
provides BIAs/POCL with a single point of contact for dealing
with all enquiries relating to the status of automated benefit
payments. There are separate PCHL numbers for each of BIAs
and POCL
Method Document Inspection
References NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 183 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion b
Derivation SADD 3.1.2.11.1
Criterion The Help Desk does not deal with payment enquiries from
Description BIA customers. POCL counter staff calling the Help Desk to
enquire upon payment entitlements are asked to refer their
customer to their local BIA office.
Test Condition PCHL does not deal with payment enquiries from BIA
customers, except where the customer is reporting an
over/under payment. POCL counter staff calling the Help Desk
to enquire upon payment entitlements are asked to refer their
customer to their local BIA office.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 184 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion c
Derivation SADD 3.1.2.11.1
Criterion Pathway’s internal access to PAS via the Help Desk is strictly
Description controlled. Only staff with the appropriate access level have
the authority to amend the status of payments during
contingency arrangements.
Test Condition
Access to PMS is controlled via the Helpdesk by individual
user names and passwords. Only those staff who have
authorised usernames/passwords are thus able to amend the
status of payments during contingency arrangements
Control of users on the system is maintained by a single
authorised member of the PCHL management team.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 185 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion d
Derivation SADD 3.1.2.11.3
Criterion Tf when the customer details are accessed, the National
Description Sensitivity Indicator is displayed, the call is checked in
accordance with procedures described in Processes &
Procedures Document to confirm that the caller has the
appropriate clearance to deal with nationally sensitive cases
Test Condition
The agreed procedure for Release 2 is that all authorised DSS
callers will also have the appropriate clearance to deal with
nationally sensitive cases.
The Test Condition is thus as per 776e.
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 186 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion e
Derivation SADD 3.1.2.11.3.1
Criterion To ensure that the caller is an authorised user of the Help Desk
Description service, verification question(s) are asked before any
information is disclosed
Test Condition
(PAS Helpdesk) To ensure that the caller is an authorised user
of the Help Desk service, verification question(s) are asked
before any information is disclosed
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 187 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion f
Derivation SADD 3.1.2.11.3.1
Criterion In order to access the information held on PAS, BIA staff are
Description required to provide the beneficiary’s NINO for each
customer’s identity they wish to enquire upon. Where BIA
staff wish to place a stop on a payment, the payment ID can be
used to access the payment details
Test Condition In order to access the information held on PAS, BIA staff are
required to provide the beneficiary’s NINO for each
customer’s identity they wish to enquire upon. Where BIA
staff wish to place a stop on a payment, the payment ID can be
used to access the payment details. The procedures that
support the above are contained within Payment Card Helpline
Quality Manual (PCHO1)
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 188 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion 2
Derivation SADD 3.1.2.11.3.2
Criterion If that (CAPS / CAPS Access Facility ) becomes not available,
Description then the PAS Help Desk will take instructions by telephone
from authorised BIA staff and will take the necessary action.
This facility is used routinely during the near term
Test Condition When the CAPS Access Facility is not available, PCHL will
take calls from authorised BIA staff relating to payment stops
and payment enquiries and will take the necessary action.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
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Page: 189 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion h
Derivation SADD 3.1.2.11.3.4
Criterion Authorised BIA staff can make enquiries on payment status via
Description the PAS Help Desk during the period before the CAPS
Enquiry Interface is brought into service and thereafter when it
is not available
Test Condition
When the CAPS Enquiry Interface is not available PCHL will
take calls from authorised BIA staff relating to payment status.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 190 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion i
Derivation SADD 3.1.2.11.3.6
Criterion There are a number of situations where the Help Desk cannot
Description provide information to (DSS) callers. These include
The caller fails the authentication check
The caller cannot provide beneficiary NINO
The customer is not known to PAS
Test Condition There are a number of situations where the Helpdesk cannot
provide information to DSS callers. These include
The caller fails the authentication check
The caller cannot provide beneficiary NINO or PAN
The customer is not known to PAS
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 191 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion i
Derivation SADD 3.1.2.11.4
Criterion The PAS Help Desk acts as a focal point for authorised POCL
Description counter staff to enquire upon payment information and request
additional personal information to confirm a customer’s
identity, where the Benefit Encashment Service (BES) is
disrupted. The caller is not required to be provided with a call
logging number.
Test Condition
The PAS Help Desk acts as a focal point for authorised POCL
counter staff to enquire upon payment information and request
additional personal information to confirm a customer’s
identity, where the Benefit Encashment Service (BES) is
disrupted. The caller is not provided with a call logging
number.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 192 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion k
Derivation SADD 3.1.2.11.4 .1
Criterion To ensure that the caller is an authorised user of the Help Desk
Description service, verification question(s) are asked before any
information is disclosed
Test Condition
To ensure that the caller is from an authorised post office,
verification question(s) are asked before any information is
disclosed
Method Document Inspection
References Payment Card Helpline Quality Manual (PCHO1)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 193 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion 1
Derivation SADD 3.1.2.11.4.4
Criterion Changes to a customer’s nominated post office can be made
Description via the Help Desk, where the system is down at the post office.
Prior to making any changes the Help Desk operator ensures
that there are no markers i.e. Restricted Post Office shown on
the customer’s personal details
Test Condition
Changes to a customer’s nominated post office can be made
via the Help Desk, where the system is down at the post office.
If the RPO indicator is set then the Helpdesk system prevents
the office from being changed.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 194 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion m
Derivation SADD 3.1.2.11.4.5
Criterion There are a number of situations where the (PAS) Help Desk
Description cannot provide information to (POCL) callers. These include
The caller fails the authentication check
The caller cannot provide card or temporary token details
The NINO is not known to PAS
Sensitive record data
DN - The SADD will need to change to remove reference to
“sensitive record data” in this section.
Test Condition There are a number of situations where the (PAS) Help Desk
cannot provide information to (POCL) callers. These include
The caller fails the authentication check
The caller cannot provide card or temporary token details
The NINO is not known to PAS
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Live Trial
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Page: 195 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion n
Derivation SADD 3.1.2.11.5
Criterion Calls received by the (PAS) Help Desk which are not payment-
Description specific are either transferred to the appropriate Help Desk
within Pathway, or the caller advised to contact his local BIA
office
Test Condition
Calls received by the PAS Helpdesk facility, from both DSS
and POCL staff, which are appropriate to the CMS Helpdesk
facility are handled within that call. If this is not the case the
call cannot be accepted.
Method Document Inspection
References NR2 Payment Card Helpline Processes and Procedures
Description (CS/PRO/0047)
Phase Technical Test
© 1998 ICL Pathway Ltd
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Page: 196 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion °
Derivation SADD 3.1.3.2
Criterion (PAS Help Desk) As an integral part of the service components
Description for BPS, Pathway provides a Technical Help Desk. This desk
is integrated with the HS Help Desk and is accessed through
the same telephone number. The desk provides contact with
the Pathway Service Management Centre function which
supplies ultimate technical support to the services and provides
cover outside of the POCL on-line day. The desk responds to
any enquiries raised by the operational and technical support
staff of the DSS, or their subcontractors, relating to the
interfaces between BPS and DSS systems
Test Condition
Horizon System Help desk provides a service for operational
and technical queries relating to the interface between relevant
DSS and Pathway systems to be registered - all such queries
must be routed through the ITSA Help desk
Method
Document Inspection
References
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Pag
4/25/2022
197 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion p
Derivation SADD 3.1.3.2
Criterion (CMSHelp Desk) As an integral part of the service components
Description for BPS, Pathway provides a Technical Help Desk. This desk
is integrated with the HS Help Desk and is accessed through
the same telephone number. The desk provides contact with
the Pathway Service Management Centre function which
supplies ultimate technical support to the services and provides
cover outside of the POCL on-line day. The desk responds to
any enquiries raised by the operational and technical support
staff of the DSS, or their subcontractors, relating to the
interfaces between BPS and DSS systems
Test Condition
Horizon System Help desk provides a service for operational
and technical queries relating to the interface between relevant
DSS and Pathway systems to be registered - all such queries
must be routed through the ITSA Help desk
Method
Document Inspection
References
DS Pathway Operations Manual (DSP/HQ/OPS/001)
Horizon System Help Desk Call Enquiry Matrix
(CS/FSP/0002)
NR2 Horizon System Helpdesk Processes and Procedures
Description
(CS/PRO/0048)
Phase
Technical Test
© 1998 ICL Pathway Ltd
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Pag
4/25/2022
198 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion q
Derivation Sched DOI 16.4.5
Criterion The CONTRACTOR shall provide on-line access to the query
Description management system when so requested by DSS.
Notes DN - It is recognised that there is an inconsistency within the
“ontract in this area and, to resolve this, draft CCN text is
being produced
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Page: 199 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
FUJ00001286
FUJ00001286
Requirement Id 716
Criterion r
Derivation Sched DO1 16.10.2
Criterion The CONTRACTOR shall ensure that the Outlet Counter
Description Clerk is required to provide the Cardholder’s NINO or
Temporary Token details for the payment they wish to encash
upon.
Test Condition
Where PCHL is providing a remote encashment facility, staff
will ensure that the Outlet Counter Clerk is required to provide
the Cardholder’s NINO or Temporary Token details for the
payment they wish to encash upon.
Method Document Inspection
References Payment Card Helpline Quality Manual (PCH01)
Phase Technical Test
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on:
Page: 200 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
Requirement Id 716
Criterion s
Derivation Sched DO1 16.10.3 SADD 3.1.5.4.2
Criterion The PAS Help Desk shall update PAS with the encashment
Description details, and PAS via POCL Infrastructure Services, shall
update the Outlet counter when the service failure is rectified.
Notes This is encompassed within the PAS Acceptance Test
Specification - e.g. see 755/2
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Page: 201 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
FUJ00001286
FUJ00001286
Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
5.2 CRITERIA FOR LATER ACCEPTANCE
The table below shows which Acceptance Criteria are for Acceptance at a later level of specification.
Requirement Id 525
Criterion 1
Derivation Requirement
Criterion Description
The Help Desk must be able to provide access for Users to
additional support Services (including training facilities,
training materials, operational support documentation, and
consumables) by the commencement of Roll Out and shall
provide such access thereafter when requested to do so by
POCL.
Reason
DN - Access to the training services provided during Roll-out is
direct to the training services desk, not via the Horizon Sj
HelpDesk. Provision of consumables is still under discuss
expectations are that no “access for Users to additional support
services” will be provided by the Horizon System Helpdesk.
It is recognised that there is an inconsistency within the
Contract in this area and, to resolve this, draft CCN text is
being produced
Requirement Id
888
Criterion
4
Derivation
Requirement
Criterion Description
The CONTRACTOR’s second level Service shall provide
answers to more complex queries which cannot be answered
within five (5) minutes by the first level Service, but which can
be resolved within thirty (30) minutes.
Reason
ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id 888
Criterion 5
Derivation Requirement
Criterion Description
Calls shall be referred electronically from the first level Service
to the second level Service. Second level staff shall have
access to a prioritised list of outstanding queries, and all the
details on the query entered by first level staff. Query
answering at second level shall be over the telephone.
Reason
ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id
888
Criterion
7
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Derivation Requirement
Criterion Description
The CONTRACTOR, given two (2) DSS Days notice, shall
extend the second level Service to whatever is needed. In
emergency circumstances, the CONTRACTOR shall, given
five (5) hours notice, provide a second level Service outside
the hours above.
Reason ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id 888
Criterion 14
Derivation Requirement
Criterion Description
The CONTRACTOR shall resolve at least 95% of calls
assigned to second level within thirty (30) minutes. The
CONTRACTOR will resolve 100% of calls assigned to second
level within forty-five (45) minutes.
Reason
ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id 889
Criterion 4
Derivation Requirement
Criterion Description
The CONTRACTOR’s second level Service shall provide
answers to more complex queries which cannot be answered
within five (5) minutes by the first level Service, but which can
be resolved within thirty (30) minutes.
Reason
ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id 889
Criterion 5
Derivation Requirement
Criterion Description
Calls shall be referred electronically from the first level Service
to the second level Service. Second level staff shall have
access to a prioritised list of outstanding queries, and all the
details on the query entered by first level staff. Query
answering at second level shall be over the telephone.
Reason ICL Pathway will raise a CCN to reflect the fact that no
second-level service is to be provided at NR2
Requirement Id 730
Criterion a
Derivation SADD 3.1.1.8.1
Criterion Description
(CMS Help Desk) In accordance with the Welsh Language Act
1993, a service (including separate telephone line) is provided
to Welsh speaking customers
© 1998 ICL Pathway Ltd
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations
obligations between ICL Pathway and the DSS and/or POCL.
COMMERCIAL IN CONFIDENCE Printed on: 4
Page:
ating new contractual
ICL Pathway
Help Desk
Acceptance Specification
FUJ00001286
FUJ00001286
Ref: CR/ACS/018
Version: 2.0
Date: 11/12/98
Reason
National Roll-out
The Pathway solution will not be implemented in Wales until
5.3
CRITERIA SUMMARY
Req ID.
Criterion
Trial Review
Later Acceptance
499
520
521
322
523
524
SISSIES
525
526
527
528
529
730
731
733
748
776
782
782
782
860
888
888
SISISATSTSISTST SE SST ST ST STS STS
888
888
888
888
SM
<
888
888
888
888
888
888
888
ASIANS SS
888
888
888
888
888
888
888
889
889
889
AISTSISE SY SESS S
889
889
© 1998 ICL Pathway Ltd
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Page: 204 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
889 6 v v
889 7 v
889 8 v
889 9 v
889 10 v
889 u v
889 12 v
889 13 v
889 14 v
889 15 v
889 16 v
889 17 v
889 18 v v
898, 5 v
908 v v
914 1 v
914 2 v
914 3 v
914 4 v v
914 5 v
914 6 v
914 7 v
914 8 v
914 9 v
914 10 v v
914 u v
914 12 v
914 13 v
914 14 v
914 15 v
914 16 v
914 17 v
914 18 v
914 19 v
914 20 v
914 21 v v
914 22 v
914 23 v
914 24 v
914 25 v
914 26 v
914 27 v
914 28 v
914 29 v
914 30 v
914 31 v
914 32 v
931 1 v
931 2 v
931 3 v
936 7 v
936 9 v
936 12 v
© 1998 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 205 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway
Help Desk
Acceptance Specification
FUJ00001286
FUJ00001286
Ref: CR/ACS/018
Version: 2.0
Date: 11/12/98
937
937
937,
937,
INENES
730
730
730.
730,
730,
730
730,
730
730
730
730
SISTSISESE ST SESE SS
Sle lala fe [leo fale leI= Jofols}i
730
730,
3
730
730,
730
SIS
730
730
730
730,
730,
730
ENENINEN
730
x le lelel-le [sl be Jo
730
730
STS
730, Zz
730 aa
730. ab
730 ac
SISTSTS
730 ad
776
776
716
AVN
776
7716
716
a
b
c
776 d
e
f
£
h
7716
716
776
i
a
776 k
776 i
716 m
7716 n
SISISISTSESI SESS SS
7716
776
776
°
P
716 q
ig
s
776
SESESTSESTST ST SEST SYST ST SY STS SY SESE ST SESE ST SESE ST SYST STS SE STS SESE ST SESE ST SY STAT SESE ST SY SESS
© 1998 ICL Pathway Ltd
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Page: 206 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
6. ACCEPTANCE INCIDEN'
VERITY
This section identifies the guidelines to be applied during the analysis of Acceptance Incidents, in order to
establish the severity of such Acceptance Incidents.
61 HIGH SEVERITY INCIDENTS
Failure to meet an Acceptance Criterion which would have a substantive impact on the service received by
the Customer, e.g. failure to pay benefits to the right person, at the right place, at the right time.
Failure to meet an Acceptance Criterion which would have a major impact on the ability of the
AUTHORITY or AUTHORITIES to perform their business, or where there was a major impact on the
resources of the AUTHORITY or AUTHORITIES necessary to overcome that impact on their business,
e.g. failure to support accurate POCL accounting.
Failure to meet an Acceptance Criterion which would impact the security of the service where there is no
acceptable procedural workaround.
Consistent failure to meet Minimum Acceptable Thresholds for Service Levels, e.g. where particular
transactions do not meet the minimum Acceptable Threshold under normal loading.
6.2 MEDIUM SEVERITY INCIDENTS
Failure to meet an Acceptance Criterion which is visible to the Customer and is likely to give rise to an
adverse public perception of the service, but does not substantively impact the service received by the
Customer, ¢.g. incorrect spelling on a receipt.
Failure to meet an Acceptance Criterion which would have a medium impact on the ability of the
AUTHORITY or AUTHORITIES to perform their business, or where there was a medium impact on the
resources of the AUTHORITY or AUTHORITIES necessary to overcome that impact on their business,
¢.g. non-production of a weekly report, resulting in its manual transcription, which causes additional
resource or effort at every outlet of the average duration of one hour per week per outlet.
Occasional failure to meet Minimum Acceptable Thresholds for Service Levels, e.g. at peak loading, some
transactions fail to meet Minimum Acceptable Thresholds, but on average all transactions within the
service do achieve Minimum Acceptable Thresholds.
6.3 LOW SEVERITY INCIDENTS
Failure to meet an Acceptance Criterion that is neither visible to nor has substantive impact on the service
received by the Customer e.g. presentational, style and other cosmetic faults that are only visible to the
user.
Failure to meet an Acceptance Criterion which would have a minor impact on the ability of the
AUTHORITY or AUTHORITIES to perform their business, or where there was a minor impact on the
resources of the AUTHORITY or AUTHORITIES necessary to overcome that impact on their business,
e.g. non-production of a weekly report, resulting in its manual transcription, which causes additional
resource or effort at ten or fewer outlets of the average duration of one hour per week per outlet.
Failure to meet an Acceptance Criterion which would impact the security of the service but where the
workaround is as secure as the original solution (i.e. the only impact on risk is in ensuring that the
workaround is performed, but where procedures have been agreed and are in place).
7. TEST DATA
Test data including any operator entered scripts that are required to run the Acceptance Test are defined
below
Business Test Thread:
High Level Test Plan(s):
Organisation:
8. AUTHORITY RESPONSIBILITIES
© 1998 ICL Pathway Lid COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 207 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/O18
Acceptance Specification Version: 2.0
Date: 11/12/98
This section describes the AUTHORITY’s or AUTHORITIES’ Responsibilities in relation to this
Acceptance Test. Particular Acceptance Tests may also require additional participation and responsibility
by the AUTHORITY or AUTHORITIES.
8.1 APPOINT TEST MANAGER
The AUTHORITY or AUTHORITIES shall nominate a Test Manager and other representatives to review
the tests prior to commencement of the test.
8.2 ACCEPTANCE INCIDENT REPORTS
The nominated representatives and Test Manager shall be diligent in raising complete, accurate and timely
Acceptance Incident Reports as set out within this Acceptance Specification.
8.3 ACCEPTANCE INCIDENT ANALYSIS REPORTS
The Test Manager shall be diligent in returning signed Acceptance Incident Analysis Reports with their
decision (e.g. Accept, Reject, Discuss) normally within five working days, or when urgency is requested by
Pathway, within two working days of receipt from Pathway. A copy of all correspondence will be faxed to
reduce delay.
8.4 ATTENDANCE AT TRIALS AND REVIEWS
The nominated representatives shall at their discretion attend Acceptance Test Trials and Reviews
including repeat Tests at reasonable times and reasonable locations and with reasonable advance notice by
Pathway
8.5 MANAGEMENT AND CO-ORDINATION
The Test Manager shall be the single point of communication and co-ordination with Pathway’s
nominated Test Manager for all matters concerning this Acceptance Test from its initial planning through
to Acceptance.
8.6 PROGRESS REVIEWS.
Unless otherwise waived by both parties, Pathway’s Test Manager and the AUTHORITY’s or
AUTHORITIES’ Test Manager shall meet each week to review the progress and actions of both parties
until Acceptance of the Acceptance Test is achieved. The time and location of review meetings will be
scheduled with at least two week’s advance notice by Pathway.
9. CONTRACTOR RESPONSIBILITIES
The Contractor shall nominate a Test Manager for each Test who shall be the single point of
communication and co-ordination with the AUTHORITY’s or AUTHORITIES’ Test Manager for all
matters concerning this Acceptance Test from its initial planning through to Acceptance.
Upon receipt of a signed Acceptance Incident Analysis Report from the AUTHORITY or AUTHORITIES,
where correction is required to be re-tested within the same phase of Acceptance Test, the Contractor will
return the amended component(s), on average, within 4 days. This will include re-testing necessary as per
the agreed test strategies.
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page: 208 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref.: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
10. ACCEPTANCE TRIAL TEST CONDITIONS
The test conditions are defined in the panels contained within Section 5.1.
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page 209 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway and the DSS and/or POCL.
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
APPENDIX 1 - DOCUMENT HIERARCHY
Horizon System Helpdesk Document Hierachy
HSH Job Descriptions
DSP/MAN/HH/002,
HSH Training Plan ~ DS Pathway Operations Manual I HSH Contingency n ees for Uulising
<——_. .e Contingency Sit
DSP/PLA/HH/98 DSP/HQ/OPS/001 I DSPPLAHH/00l —_DsP/PROHEV003 4
HSH Training Specification Ma HSH Process Manual NR2HSH Processes and Software Release Implementing A
eS SoH I DSP/PRD/HH/001 > Procedures Description > — Management Process —® Software Download
CS/PRO/0048 — CM/PRO/003 DSP/WKI/SMOIS
HSH Call Enquiry
HSH Call Answering HSH Tech. Work Instructions
FUJ00001286
FUJ00001286
HH/PRO02 psprTcuL Matrix
CEE SELLE CSIESP (0002
HSH Incident Processes ——
_DSP/PRO/HH/O10 / :
I HSH Call Coding HSH Call Routing HSH Incident
PN RO) : Matrix Table Prioritisation
DSP/SPE/HH/002 I — _DSP/PRO/HH/O11 CS/FS/005 E
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page 210 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway and the DSS and/or POCL.
FUJ00001286
FUJ00001286
ICL Pathway Help Desk Ref: CR/ACS/018
Acceptance Specification Version: 2.0
Date: 11/12/98
Payment Card Helpline Document Hierachy
ee ee
NR2 PCHL NR2 PCHL PPD
Call Enquiry Matrix CS/PRO/0047
cssucllfienes ee el
. Extemal Appointments
PCHL Quality Manual : QOP1300
PCH OL
procmennen romana
PCHL Induction
Training Course
PCHL Resource Planning
(Personnel Quality Operating
EEE EEE EEN SEES
OEE
PCHL Contingency Planning Manual
PCHCPO1
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE Printed on: 4/25/2022
Page 211 of 212
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway and the DSS and/or POCL.