FUJ00080034
FUJ00080034
RMGA End-to-End Customer Complaints Procedure
oO
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
Document Title: RMGA End-To-End Customer Complaints Procedure — Joint
Working Document
Document Type: Joint Working Document — Procedure (PRO)
Release: HNG-X / HNG-X Application Roll Out Transitional Period / Pre HNG-
X Application Roll Out Transitional Period
Abstract: This document describes the RMGA End-to-End Customer
Complaints Procedure.
Document Status: APPROVED
Author & Dept: Liz Melrose —- CS Service Delivery Team Manager
Internal Distribution: Peter Thompson, Tony Wicks, Mike Woolgar, lan Venables, Kirsty
Gallacher, Naomi Elliott, Alex Kemp, Mike Stewart, Nick Crow,
Denise Miller, Dave Wilcox, lan Mills, Paul Gardner, Becky West,
John Casey, Nick Rignall
External Distribution: Adam Martin (POL), Gary Blackburn (POL),
Approval Authorities:
Name Role Signature Date
Naomi Elliott Director Customer Services
Paul Gardner HSD Operations Manager
Gary Blackburn Systems Live Service Manager -
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 1 of 20
FUJ00080034
FUJ00080034
RMGA End-to-End Customer Complaints Procedure
(ee)
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Detail
0.4 Associated Dox
0.5 Abbreviations.
0.6 Glossary...
0.7. Changes Expecte
0.8 Accuracy.
0.9 Copyrigh
INTRODUCTION
1 Process Owner..
.2 Process Objective.
3 Process Rationale.
2 MANDATORY GUIDELINES...........cessssssssssssesesscnsseseseeencsestsessensesssnssssneenseseaearenes 8
3 DEFINITIONS...
3.1. Standard Complaint.
3.2 High Profile Compla' _
3.3. Management Information Definition:
3.3.1 Complaint Logging.
3.3.2 Complaint Closure..
4 END-TO-END COMPLAINTS PROCESSEG..........sscsssesessessesessensstseesesseeeeeseaeee 1
4.1 Standard Complaints Process Flow.
4.1.1 Process Definition................
4.2 High Profile Complaints Process..
4.2.1 Process Definition
5 DISPUTED COMPLAINTG.........:s:sssssesessessssessesssssesscacessesseeesenseensesensetenacasaseeaseaces 17
6 PROCESS OUTPUTS
6.1 Management Information.
6.2 Corrective Actions / CSIPs.
6.3 BIM Referral.. 18
7 ROLES AND RESPONSIBILITIES..........:ssssssesssssssseseeeeseseseeseesseseenensenssasasereeees 19
7.1 NBSC......
7.2 POL Service Manag
7.3 IMT.......04
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. SVMI/SDM/PRO/0003
Version: 2.0
Date 24-Dec-07
Page No: 2 0f 20
FUJ00080034
FUJ00080034
(oe) RMGA End-to-End Customer Complaints Procedure _
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
7.4 Service Delivery Manager.
7.5 Service Delivery Units...
7.6 Service Delivery Team Manager.
8 APPENDICES.
8.1 Contact Details.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 3 0f 20
Fe)
FUJITSU
RMGA End-to-End Customer Complaints Procedure
— Joint Working Document
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
0.2 Document History
Version No. Date
Summary of Changes and Reason for Issue
Associated Change -
CP/PEAK/PPRR
Reference
on 03-Oct-06 First draft — to detail the End-to-End Customer Complaints
Process. Draft taken from IMT Complaints Procedure
(PRO/HSD/016)
02 10-Oct-06 Typographical errors corrected following review. HPC process
detailed as separate process.
1.0 6-Nov-06 Updates from review of 0.2 added. Document issued for review
14 25-Sept-07 Updated with revised complaints process — all complaints re
Fujitsu Services are passed for formal investigation
12 25-Sept-07 Updated with reference to BIM referral process
2.0 24-Dec-07 Issue for Approval
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
Role
Name
Head of Service Management
Steve Denham
HSD Operations Manager
Paul Gardner
Role
Systems Live Service Manager - POL
Optional Review
Gary Blackburn
Name
FS CS Service Delivery Manager DataTransfer
Kirsty Gallacher
FS CS Service Delivery Manager OBC lan Venables
FS CS Service Delivery Manager BankOnLine Mike Stewart
FS CS Service Delivery Manager BankOnLine Mike Woolgar
FS CS Service Delivery Manager Branch Network I lan Mills
IMT Manager John Casey
FS CS Branch Services Manager
Leighton Machin
FS CS BIM Denise Miller
Issued for Information — Please restrict this
distribution list to a minimum.
Position/Role Name
(*) = Reviewers that returned comments
©Copyright Fujitsu Services Ltd 2007
COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 4 of 20
2
FUJITSU
RMGA End-to-End Customer Complaints Procedure
— Joint Working Document
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 I 1.0 13/6/06 Fujitsu Services Post Office Account HNG-X I Dimensions
(00 NOT REMOVE) Document Template
SVM/SDM/SD/0001 Horizon Service Desk — Service Description Dimensions
PRO/HSD/016 23 22/09/06 Incident Management Team Complaints
Procedure
SVM/SDM/SD/0016 1.0 Management Information Service — Service I Dimensions
Description
SVM/SDM/PRO/OO RMGA Branch Issues Management I Dimensions
19 Process
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
BIM Branch Issue Manager
HPC High Profile Complaint
HSD Horizon Service Desk
IMT Incident Management Team (HSD)
NBSC Network Business Support Centre (POL)
ITIL Information Technology Infrastructure Library
KEL Known Error Log
MI Management Information
PO Post Office
RMGA Royal Mail Group Account
POL Post Office Limited
SDMs Service Delivery Managers.
SDU Service Delivery Unit
SLT Service Level Targets
SMC Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
ssc System Support Centre
VIP VIP Post Office, High Profile Outlet
AtG Advice & Guidance
BCP Business Continuity Plan
RFC Request For Change
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. SVMI/SDM/PRO/0003
Version: 2.0
Date 24-Dec-07
Page No: 5 of 20
FUJ00080034
FUJ00080034
RMGA End-to-End Customer Complaints Procedure
oO
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
KEDB Known Error Database
MBCI Major Business Continuity Incident
SCT Service Continuity Team
ocP Operational Change Proposal
ORF Operational Review Forum
csIP Customer Service Improvement Programme
0.6 Glossary
Term Definition
0.7 Changes Expected
Ca
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Copyright
© Copyright Fujitsu Services Limited 2007. All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 6 of 20
FUJ00080034
FUJ00080034
(oe) RMGA End-to-End Customer Complaints Procedure _
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
1 Introduction
1.1 Process Owner
The owner of this process is the RMGA Service Delivery Team Manager & the HSD Operations
Manager.
1.2 Process Objective
The key objective of the process is to ensure effective and efficient management of Customer
Complaints and to ensure:
e Clear documentation of each complaint & the progress of the complaint through the process.
e Complaints are dealt with in accordance with the timescales as detailed in this document.
« Key areas of customer concern are captured and fed into the RMGA Sense and Respond®
activities.
e Service improvement actions are identified
¢ Provision of MI
« Provision of clear defined roles and responsibilities
e Improved governance
1.3. Process Rationale
This document outlines the management process and guidelines to be followed in the event of a
complaint from a branch.
The aim of the document is to provide a pre-defined process which must be applied to all complaints
received from a branch.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 7 of 20
FUJ00080034
FUJ00080034
(oe) RMGA End-to-End Customer Complaints Procedure _
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
2 Mandatory Guidelines
The following guidelines should be adhered to.
e The Post Office Horizon Service Desk IMT should be the entry point for standard complaints into
the Fujitsu Services domain. Any standard complaint received directly by any other person
within RMGA should be referred to the IMT for logging and processing in accordance with the
end-to-end standard complaints process.
e When complaints are passed to IMT and in turn SDMs, they should be fully investigated and a
clear response given within the timescales detailed on the complaints form.
e Standard complaints should be processed within 6 working days, unless otherwise specified by
NBSC on behalf of Post Office Ltd.
e High Profile complaints should be processed within 8 working hours unless otherwise specified
by Post Office Ltd.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 8 of 20
FUJ00080034
FUJ00080034
RMGA End-to-End Customer Complaints Procedure
(ee)
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
3. Definitions
3.1 Standard Complaint
A complaint is a formal notification by a branch that they are dissatisfied with the Service or the
Customer Experience provided by Fujitsu Services. Complaints can be raised against any aspect of any
Service, and can include complaints about:
e Horizon Service Desk — advice provided, agent behaviour, management of expectation
e Engineering - arrival time of engineer, service provided, resolution to fault, spares
management, engineer behaviour
« Incident Management —- speed of resolution & customer experience — timeliness of updates,
management of expectation.
e Technology — reliability of branch hardware infrastructure, system performance
The majority of standard complaints are logged via POL NBSC, who are responsible for managing the
complaint within POL and where appropriate providing feedback to the branch. Not all complaints require
feedback, as branches can log complaints for information only, however any complaint which requires
investigation must be passed to IMT - Fujitsu Services for formal investigation.
The standard complaints process is detailed under section 4.1
3.2 High Profile Complaints
Some complaints are categorised as High Profile Complaints (HPC), which indicates that senior
management within POL are aware of the allegations and will be copied on the completed investigation.
AHPC can be logged through several methods for example, via “Tell Alan” email to Alan Leighton, MP
escalation or POL Senior Management escalation. High Profile Complaints are managed within POL by
the appropriate Service Manager, who is responsible for compiling the formal response. Not all HPC.
require investigation by Fujitsu Services, however when applicable, the response must be turned around
within 8 working hours.
The high profile complaints process is detailed under section 4.2
3.3. Management Information Definitions
3.3.1. Complaint Logging
The definitions below categorise the complaint when it is passed to Fujitsu Services, and is provided by
POL when the complaint is emailed to IMT.
3.3.1.1. Duplicate Complaint
Branches sometimes contact the NBSC on multiple occasions regarding the same complaint. The
NBSC record this contact; however do not pass the complaint to Fujitsu Services for inclusion in the
spreadsheet. MI for Duplicate complaints is passed to IMT by Post Office Ltd.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 9 of 20
FUJ00080034
FUJ00080034
(oe) RMGA End-to-End Customer Complaints Procedure _
FUJITSU — Joint Working Document
COMMERCIAL IN CONFIDENCE
3.1.2. Complaint Closure
Once a complaint passed for investigation has been reviewed by the SDM, it is classified as either
Justified or Not Justified, before return to NBSC, via IMT or directly to the POL Service Manager, in the
case of HPC.
3.1.1.1 Justified Complaint
Accomplaint is classified as Justified if following investigation Fujitsu Services agree that the branch had
cause to complain and that the Service provided was unacceptable.
3.1.1.2. Unjustified Complaint
A complaint is classified as Not Justified if following investigation Fujitsu Services have evidence to
demonstrate that the service provided to the branch was of an acceptable standard, although areas for
improvement may exist.
©Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003
Version: 2.0
Date: 24-Dec-07
Page No: 10 of 20
oo
FUJITSU
RMGA End-to-End Customer Complaints Procedure
— Joint Working Document
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
4
End-to-End Complaints Processes
4.1 Standard Complaints Process Flow
This is the process which should be followed for Standard Complaints, as defined in section 3.1. The
turnaround time for a standard complaint is 6 working days, unless otherwise specified by NBSC.
Complaints Process
POL NBSC
HSD IMT
I RMGA SDM/ Team
Manager
SDU
(start
x.
Complaint
revelved by NBSC
‘about FS2 send
to IMT
NBSC complaints
process. NB in the
event of escalation —I
complaint returned to)
‘Team Manager
a
TMT inputs intial entry I
into complaints stats
spreadsheet &
poplilates complaint
form with the relevant
information
Primary Service against which the complaint
logged identites and complaint sent to
appropriate SDM
Online Services: Mike Woolgar / Mike Stewart
FMS: Adam Parker/ Leighton Machin
SD: Mike Woolgar / John Casey
Rural & OBC: lan Venables.
AllOthers / Not sure: Denise Miler
No.
COMPLAINTS REMEDIAL
INCLUDED IN RESPONSE
TT update
complaints stats
spreadsheet &
‘complaint returned
to NBSC
validates ang
investigates
Complaint
SOM reviews I
x
ASinput require
Strom SOU?
RMGA SDM reviews
‘complaint and classifies
whether justtied or not
FOR JUSTIFIED
ACTIONS MUST BE
—»
Complaint
form returned
to IMT
©Copyright Fujitsu Services Ltd 2007
COMMERCIAL IN CONFIDENCE
Ref:
Version:
Date:
Page No
‘SVM/SDM/PRO/0003
2.0
24-Dec-07
11 of 20
Fe)
FUJITSU
RMGA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
4.1.1 Process Definition
Complaint received by NBSC about FS. Branch believes that he / she has reason to complain about the service provided I Branch
by Fujitsu Services and has raised complaint via NBSC .
Complaint is emailed to IMT
IMT update complaints stats spreadsheet I IMT update the standard complaint form template with the details of the I HSD IMT
& populates complaint form with relevant I complaint, and investigate the detail around the complaint, capturing details of
information and from calls logged in the Incident Management system.
Primary Service against which the I Once the background information around the complaint has been investigated I HSD IMT
complaint logged identified and complaint I and entered into the complaints form, IMT email the form to the SDM aligned to
sent to appropriate SDM the service area of complaint as detailed in section 8.1. The IMT also update the
complaints spreadsheet to track the progress of the complaint
RMGA SDM reviews complaint , The SDM reviews the detail of the complaint and investigates further, if I RMGA SDM
validates and investigates complaint appropriate.
Is input required from SDU? The SDM determines if input is required from SDU. RMGA SDM
If Yes — go to box SDU investigates complaint
If No - RMGA SDM reviews complaint and classifies whether justified or not
SDU investigates complaint The SDU investigates complaint. SDU
RMGA SDM reviews complaint and The SDM identifies if the complaint is justified or not, updating the form. RGMA SDM
classifies whether justified or not In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be detailed on the
‘©Copyright Fujitsu Services Ltd 2006 ‘COMMERCIAL IN CONFIDENCE Ref. ‘SVMISDM/PROI0003,
Version: V1.0
Date: 06-Nov-06
Page No:
12 of 20
FUJ00080034
FUJ00080034
co RMGA Customer Service Major Incident Process &
FUJITSU COMMERCIAL IN CONFIDENCE
complaint form and where appropriate added to the Service CSIP register, for
discussion at the appropriate ORF.
IMT update the complaints spreadsheet Upon receiving the completed complaints form, IMT populate the complaints I HSD IMT
spreadsheet with the details, in accordance with PRO/HSD/016.
IMT return the completed complaints form to NBSC.
NBSC complaints process. NB in the NBCS process the complaint in accordance with their internal processes to I NBSC
event of escalation — complaint returned I provide feedback to the Branch.
to IMT, who pass to SDM Team Leader
‘©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref: ‘SVM/SDM/PRO/0003,
Version: V1.0
Date’ 06-Nov-06
Page No’ 13 of 20
FUJ00080034
FUJ00080034
oO RMGA Customer Service Major Incident Process &
FUJITSU COMMERCIAL IN CONFIDENCE
4.2 High Profile Complaints Process
This is the process which should be followed for Standard Complaints, as defined in section 3.1. HPC
have a turnaround time of 8 working hours, when received by the Fujitsu Services SDM.
High Profile Complaints Process
POL Service Manager HSD IMT RMGA SDM/ Team Manager
(start)
x
HPC complaint
Ko
<< Fujtsu comment
No fequred?
Yes
—_ ——,
‘Compiaint
emailed to ‘Complaint
HSD-IMT for emailed to
wi
purposes,
‘Complaint
should be
ry
marked
HPC & FIO I -
— a ¥.
a
I
Manager ewe IMT update
_—
I
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0003
Version: V1.0
Date: 06-Nov-06
PageNo: 14 0f 20
Fe)
FUJITSU
RMGA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
4.2.1. Process Definition
I Box Title
HPC Received
‘High Profile Complaint received within POL and passed to POL Service Manager
POL Service Manager
Is Fujitsu comment required?
In some cases there is no requirement for Fujitsu Services to comment on HPC.
POL Service Manager
Complaint emailed to HSD-IMT for MI
purposes. Complaint should be clearly
marked HPC & FIO
When there is no requirement for Fujitsu Services to comment on the HPC, the
POL. Service__Manager should email the complaint to HSD-IMT
for inclusion in the complaints MI. The email should
clearly state that the complaint is High Profile and For Information Only.
POL Service Manager
IMT updates complaints spreadsheet
Upon receiving a complaint for which no further action is required, IMT populate
the complaints spreadsheet with the details, in accordance with PRO/HSD/016
HSD IMT
Complaint emailed to appropriate Fujitsu
Services SDM
Fujitsu comment on the HPC is required and the complaint is passed via email to
the appropriate Fujitsu Services SDM, as detailed in section 7.1
POL Service Manager
RMGA SDM investigates complaint and
confirms whether justified or not.
The SDM investigates the HPC with internal and external SDUs if appropriate.
The SDM identifies if the complaint is justified or not.
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be added to the
Service CSIP register, for discussion at the appropriate ORF.
RMGA Service Delivery Manager
Full details of the complaint, rationale or
decision and if applicable proposed
service improvements returned to POL
Service Manager, IMT cc'd
The RMGA SDM returns full details of the complaint investigation, rationale for
decision and service improvements to the POL Service Manager. IMT cc’d on the
mail & asked to add the complaint to the MI.
RMGA Service Delivery Manager
©Copyright Fujitsu Services Ltd 2006
COMMERCIAL IN CONFIDENCE Ref:
Version:
Date’
Page No:
‘SVM/SDM/PRO/0003,
v0.2
06-Oct-06
15 of 20
Fe)
FUJITSU
RMGA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080034
FUJ00080034
IMT update the complaints spreadsheet
Upon receiving the completed complaints details, IMT populate the complaints
spreadsheet with the details, in accordance with PRO/HSD/016
HSD IMT
POL Service Manager reviews details of
complaints and processes in accordance
with POL HPC process
POL Service Manager processes the complaint in accordance with internal
processes.
POL Service Manager
‘©Copyright Fujitsu Services Ltd 2006
COMMERCIAL IN CONFIDENCE Ref.
Version:
Date:
Page No:
‘SVM/SDM/PRO/0003,
V0.2
06-Oct-06
16 of 20
FUJ00080034
FUJ00080034
(oe) RMGA Customer Service Major Incident Process &
FUJITSU COMMERCIAL IN CONFIDENCE
5 Disputed Complaints
In the event that Post Office is not satisfied with the classification of the complaint as justified / not
justified or with the explanation of the events, the complaint should be passed to Fujitsu Services
Service Delivery Team Manager for further investigation.
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0003
Version: V1.0
Date: 06-Nov-06
Page No: 17 of 20
FUJ00080034
FUJ00080034
RMGA Customer Service Major Incident Process
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
6 Process Outputs
The following are outputs / possible outputs from the complaints process:
» MI
= Corrective actions / CSIPs
* _ BIM referrals
6.1 Management Information
MI on the complaints is produced on a monthly basis and is published in the Fujitsu Services Service
Management, Service Review Book as detailed in the Management Information Service — Service
Description (SVM/SDM/SD/0016).
The information provided consists of the following:
e Total number of complaints relating to Fujitsu Services
e Number of complaints excluded by NBSC as Duplicate complaints
e Number of complaints passed to Fujitsu Services
« Number of complaints classified as Not Justified
e Number of complaints classified as Justified
Commentary is provided on the complaints covering the nature of the complaints, top services areas of
complaint & the actions Fujitsu Services are taking to resolve/ reduce complaints, including any updates
on previously reported actions.
A table of the justified complaints is included in the MI, and referenced in the SRB, however the full
spreadsheet tracking the complaints can be provided on request.
Any requests for MI should be passed to the Service Delivery Team Manager.
6.2 Corrective Actions / CSIPs
The response to any justified complaint will by default contain corrective actions to address the root
cause of the complaint. In addition the overall trends around complaints are analysed and corrective
actions identified to prevent the complaint being raised — this is regardless of whether the complaint was
identified as justified or not.
The corrective actions are added to the appropriate Service CSIP, and tracked through the ORFs.
6.3 BIM Referral
As a direct result of a complaint, the SDM may deem it appropriate to request a BIM to attend the branch
for more detailed analysis to be undertaken. BIM referrals should be requested in accordance with the
RMGA Branch Issues Management Process (SVM/SDM/PRO/0019).
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0003
Version: V1.0
Date: 06-Nov-06
Page No: 18 of 20
FUJ00080034
FUJ00080034
RMGA Customer Service Major Incident Process
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
7 Roles and Responsibilities
This section defines the roles and responsibilities individuals and teams have within the End-to-End
Customer Complaints Process.
7.1 NBSC
The NBSC is responsible for receiving the complaint from the Branch and all internal POL processes
relating to the standard complaint process. The NBSC are also responsible for passing the complaint to
IMT.
7.2 POL Service Manager
The POL Service Manager is responsible for passing High Profile Complaints to the Fujitsu Services
Service Delivery Manager when comment is required, or emailing to IMT when the complaint is for
information only.
7.3. IMT
IMT owns the responsibility for receipting standard complaints from the NBSC and for managing &
tracking the progress of the complaint through the complaints process.
IMT are also responsible for the initial investigation into the background of a standard complaint, and if
required in the process, for providing this information to the Service Delivery Manager.
7.4 Service Delivery Manager
The RMGA Service Delivery Manager is responsible for the final stage of investigation of the standard
complaint and for identifying if the complaint is justified or not.
In the event of a HPC, the SDM is responsible for providing a response to the appropriate POL Service
Manager within 8 working hours. The SDM must also ensure that IMT is cc’d on any correspondence to
allow the HPC to be captured for MI purposes.
7.5 Service Delivery Units
The Service Delivery Manager may well contact the SDUs for further information regarding the
complaint. The operations manager for the SDU should provide all information and investigate further if
requested by the SDM
7.6 Service Delivery Team Manager
In the event that the outcome of any complaint is in dispute, escalation to the SD Team Manager should
occur. The SD Team Manager will then discuss internally and with POL to reach a conclusion to the
dispute.
The SD Team Manager will also provide commentary on the MI produced by the IMT on a monthly
basis. This will be included in the Service Review Book and sent to the POL Contact Centre Service
Monitoring & Reporting Manager for inclusion in the monthly report to the POL executive team.
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0003
Version: V1.0
Date: 06-Nov-06
Page No: 19 of 20
FUJ00080034
FUJ00080034
(oe) RMGA Customer Service Major Incident Process _
FUJITSU COMMERCIAL IN CONFIDENCE
8 Appendices
8.1 Contact Details
EXAMPLE ESCALATION
AREA OF RESPONSIBILITY Countaie oi CONTACT DETAILS BACK UP
Banking and Online Services _I Online Service outages I Mike Stewart Mike Woolgar
(Inc: DVLA, Debit Card, EPAY)
1st point of 2° point of contact
contact
Branch Network Services Branch Network I Jeet Rughani
Communications issuesI
APS/TPSISAPIPOLFS, LFS _ IFiles Not delivered, Datal Kirsty Gallacher} Clare Drake
Transfer
1 Point of 2" point of contact
Contact
Engineering Engineering ETA I Adam Parker Leighton Machin
[1** Point of contact 2" point of contact
OBC / Rural Escalations I OBC job going wrong/ I lan Venables Chris Bourne
press involved /unhappyI
Branch 2” Point of Contact
HSDISMC/PostShops _IAdvice provided by HSDI Paul Gardner 7 Liz Melrose
2° Point of Contact
Multi-services IMT are unsure about I Denise Miller Leighton Machin
primary service
impacted / Complaint is 2° point of contact
complex
AREA OF RESPONSIBILITY CONTACT DETAILS
IMT HSD r “7 (External)
GRO fers
4} (Mobile)
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Ref SVM/SDM/PROI0003
Version: V1.0
Date: 06-Nov-06
Page No: 20 of 20