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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
Comments By:
Comments To:
CSR+ HORIZON SYSTEM HELPDESK Processes and
Procedures Description
Processes and Procedures Description
CSR+
This document describes the processes required to provide
the Horizon System Helpdesk operations
Approved
Helen Pharoah, Application Products Delivery Unit
Alison Peacock, Julie Welsh
ICL Pathway: Margaret Cudlip, Dean Felix, Graham Hooper,
Harjinder Hothi, Dave Law, Alison Peacock, Julie Welsh,
Martin Whitehead.
Andrew Perkins, Horizon Product Management
POCL Contracts and Commercial Team
Document Controller & Author
Distribution: ICL Pathway Library, Pamela Coe, Andrew Donnelly, Dean
Felix, Mik Peach, Martin Provoost, Dave Riglar.
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
0.0 Document Control
0.1 Document History
Version No. [Date Reason for Issue Associated
(CP/PinICL No.
0.1 20/08/99 Initial draft for ICL Pathway and Horizon
review.
(0.2 (01/10/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
0.3 19/11/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
(0.4 14/01/00 Draft for ICL Pathway and Post Office
Counters Ltd review.
1.0 11/02/00 Approved.
1.4 15/08/00 Draft for ICL Pathway and Post Office I(CCN630
Counters Ltd review. lcP2677
2.0 12/09/00 Approved. ICP2753
2.1 (07/12/00 Draft for ICL Pathway and Post Office
Counters Ltd review.
13.0 12/12/00 Approved.
3.1 10/07/01 Draft for ICL Pathway and Post Office ICP3016
Counters Ltd review.
13.2 (04/09/01 Draft for ICL Pathway and Post Office (CCN777
Counters Ltd review.
4.0 20/09/01 Approved.
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
0.2. Approval Authorities
IName Position Signature Date
Andrew Perkins Helpdesk Product
Manager, POCL
Product Assurance,
Horizon Programme
Martin Riddell Director, Customer
Service, ICL Pathway
0.3 Associated Documents
Reference Nersion Title Source
\CR/FSP/0004 Service Architecture Design ICL Pathway
Document
ICS/DES/013 (CSR+ Horizon System Helpdesk PPD IICL Pathway
Design
ICS/IFS/003 ICL Pathway/POCL Interface ICL Pathway
(Agreement — Outlet
ICS/PRD/029 IThe Management Process for ICL Pathway
(Operational Business Change —
(Outlet
ICS/PRD/058 ICL Pathway/POCL Interface ICL Pathway
(Agreement — Product
ICS/PRO/090 (CSR+ Access Control and User ICL Pathway
Administration PPD
ICS/PRO/091 (CSR+ Automated Payment Service [ICL Pathway
PPD
ICS/PRO/093 (CSR+ Introduction PPD ICL Pathway
ICS/PRO/094 (CSR+ Order Book Control Service ICL Pathway
PPD
ICS/PRO/095 (CSR+ Electronic Point of Sale ServiceIlCL Pathway
PPD
ICS/PRO/096 CSR+ Logistics Feeder Service PPD IICL Pathway
ICS/PRO/O97 (CSR+ Operating Environment PPD __IICL Pathway
IPA/STR/013 ICL Pathway Core System Release _IICL Pathway
Plus Contents Description
Unless a specific version is referred to above, reference should be made to the
current Approved version of documents.
© 2001 ICL Pathway Limited
Commercial in Confidence
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
0.4 Abbreviations/Definitions
Abbreviation Definition
ACUA ‘Access Control and User Administration
IAP (Automated Payment
APS Automated Payments Service
BT British Telecommunications
ICAP (Cash Account Period
ICSR+ Core System Release Plus
IEPOSS Electronic Point of Sale Service
IFAD Financial Accounts Division (of the Post Office)
IFSM Field Service Manager
IHAPS [Host Automated Payment System
IHSH [Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
LAN Local Area Network
LFS Logistics Feeder Service
INBSC Network Business Support Centre
OBC (Operational Business Change
IOBCS (Order Book Control Service
OPS Office Platform Service
(OSD (Outsourcing Service Division (a company within ICL)
OSG Outlet Systems Group
IPATH code (A dummy FAD code.
IPC Personal Computer
IPES Personal Earth Station
IPIA Performance Improvement Advisor
IPIN Personal Identity Number
IPMMC IPostMaster’s Memory Card
IPO Post Office
IPOCL Post Office Counters Ltd
IPOIT IPost Office Information Technology
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Version: 4.0
Commercial in Confidence Date: 20/09/01
IPOLO Post Office Log On
IPPD Processes and Procedures Description
IRD Returned to Drawer
IRLM Retail Line Manager
IRNM Retail Network Manager
ISHD Service Helpdesk
ISLA Service Level Agreement
ISMC Systems Management Centre
ITIP [Transaction Information Processing
ITP [Transaction Processing
‘AN ide Area Network
0.5 Changes in this Version
Version (Changes
(0.2 (Comments received on V0.1 incorporated.
(0.3 (Comments received on V0.2 incorporated.
Updated to reflect Horizon System Help Desk Call Enquiry Matrix
‘4.0.
(0.4 (Comments received on V0.3 incorporated.
1.0 (Comments received on V0.4 incorporated.
Incident name column for Non-ICL Pathway calls included.
Reference to Horizon System Help Desk Call Enquiry Matrix [Ref.
(CS/FSP/002] removed.
1.4 Updated to reflect restructured HSH calls (CCN630).
Updated to include new CSR+ HSH calls (CP2677).
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CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
2.0
Document-only changes (CP2753):
Abbreviations: Removal of ‘RDS’. Correction of ‘RD’ definition.
[Section 5.2 Cash account: Amendment of 1* sentence from ‘The HSH
lis available to offer assistance on training incidents...’ to ‘The HSH is
available to offer additional advice for incidents...’.
Section 5.3 Change: Deletion of ‘temporary or’ from 1* paragraph.
(Amendment of ‘Post office temporary closure’ and ‘Post office
planned closure’ to ‘Post office planned temporary closure’ and ‘Post
office planned permanent closure’.
Section 5.5 Documentation: Addition of the following sentence to the
lend of the paragraph: ‘The HSH will pass the call on to the
appropriate unit within ICL Pathway for resolution.’
Section 5.7 Hardware: Insertion of the phrase ‘, e.g. because the
equipment is damaged’ after ‘in using the equipment installed at the
outlet’.
Section 5.9 Inappropriate helpdesk: Replacement of ‘Post Master
Improvement’ by ‘Suggestions for service improvement’.
Section 5.10 Network: Replacement of last sentence by ‘In the event
jof a LAN or WAN failure, the HSH will allocate an ICL or BT engineer
las appropriate to attend the post office. The caller will be told when
ithe engineer is expected to arrive.’
Section 5.13 Reference data: Replacement of 3 occurrences of ‘The
INBSC must also check that the correct data is held in the POCL RDS’
iby ‘The HSH will confirm with the NBSC that the relevant reference
data has been sent to ICL Pathway’.
2.1
Section 0.3 Associated documents: Removal of version numbers from
document references and addition of ‘Unless a specific version is
referred to above, reference should be made to the current Approved
ersion of documents.’
13.0
None.
3.1
Updated to reflect more and amended call codes (CP3016).
[Document-only changes:
Section 4.1 HSH telephone numbers: Removal of ‘The old number,
(0345 762576, which is printed on PMMCs, may still be used and will
be redirected until 2001’ as now obsolete.
3.2
Section 3 Overview and Section 4.1 HSH telephone numbers:
Updated to include introduction of single point of contact for
postmasters to contact support centres (CCN777).
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CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
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Version: 4.0
Commercial in Confidence Date: 20/09/01
[Document-only changes:
Updated to include comments received on V3.1 as follows:
Section 0.4 Abbreviations: Addition of PC, PIA and RLM and removal
lof HFSO, MIB and UAE.
‘Section 4.3.3 Authorised-user password access : Addition after ‘Retail
Network Managers’ of ‘/Retail Line Managers/Performance
Improvement Advisors’.
Section 5.4 Customer complaint: Replacement of ‘HFSO’ by
(RLM/PIAY’.
‘Section 5.8 Implementation: Removal of this section.
Section 5.10 (now 5.9) Network: Addition after ‘Robust ISDN socket’
iof ‘(point where the ISDN cable is plugged in for trolleys and
mobiles)’. Addition after ‘Second IDSN point’ of (point for serving for
trolleys and mobiles).
Section 5.14 (now 5.13) Security: Removal of the Key refresh call. In
ithe Secure ISDN box call, after ‘secure ISDN box’ replacement of
‘used by a mobile outlet’ by ‘(the lockable cabinet that contains the
robust socket at insecure locations e.g. serving points for trolleys and
mobiles)’.
Section 5.17 (now 5.16) Rewording of ‘an item being’ as ‘that an item
Ineeds to be’.
4.0
None.
0.6 Changes Expected
(Changes
Addition of TP as a source of calls to the HSH (awaiting CR).
(Change of company name from Post Office Counters Ltd to Post Office Ltd on
1/10/2001 (CCN811).
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
0.7 Table of Contents
Ron =
41
4.2
43
4.3.1 Call validation...
4.3.2 Call logging.....
4.3.3 Authorised-user password access.
4.3.4 Non-outlet callers to the HSH....
4.3.5 Non-outlet call sources...
4.3.6 Call escalation...
4.3.7 Inappropriate calls..............
4.3.8 Call redirecting.
4.3.9 Contingency....
5 HSH calls.
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
5.12
5.13
5.14
5.15
5.16
HSH information...
HSH telephone number.....
HSH service hours.....
Contacting the HSH..............
Advice and guidance.
Cash account....
Customer COMPIAINE...........cccccceeseeseeeeeeneeeneeee
Documentation...
Environmental...
Hardware... we
Inappropriate helpdesk.
Network.
Operational...
Reconciliation
Reference data...
Security.
Software.
Training..
Trolleys...
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
1 Purpose
This PPD describes the operation of the Horizon System Helpdesk (HSH), in
accordance with ICL Pathway Core System Release Plus (CSR+).
This PPD provides a description of all the processes involved in order to
enable the contractual agreement of operations and to be a source from
which authors can develop any further user documentation needed.
2 Scope
This PPD contains high-level information on the Horizon System Helpdesk.
For brevity, the Horizon System Helpdesk is referred to in this document as
‘the HSH’.
This PPD is one of a set of PPDs provided for CSR+. The way in which the
set fits together is described in the CSR+ Introduction PPD [Ref.
CS/PRO/093].
The procedure for the post office staff calling the HSH is described in the
CSR+ Operating Environment PPD [Ref. CS/PRO/097].
3 Overview
The following helpdesk service will be provided by ICL Pathway:
« The HSH, which provides Post Office Counters Ltd outlet staff with a single
point of contact for dealing with all problems relating to the Horizon system
procedures and the Horizon system installed in outlets, and also for OBCS
fallback encashments. Additionally it provides a single point of contact for
operational issues concerning the Horizon system from pre-determined
sources within Post Office Counters Ltd. Any calls received which are
inappropriate to this helpdesk may be re-directed to the NBSC (Network
Business Support Centre).
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Version: 4.0
Commercial in Confidence Date: 20/09/01
The structure of the helpdesk service is as follows:
Helpdesk structure
POCL staff Auditors, OSG, TIP
osc
TIP
TIP Authorised-
ee [tars user password
Authorised-
user password
I ford 7 TSH
Outlets
The diagram above shows the ICL Pathway helpdesk and who the potential
callers will be.
4 HSH information
The HSH deals with all technical and operational calls related to the ICL
Pathway environment or the data feeds into ICL Pathway from Post Office
Counters Ltd and their clients. It provides a single point of contact for outlet
staff (for the calls described in Section 3 Overview) and ICL Pathway
operation staff. For further information for non-outlet staff and non-ICL staff,
see Section 4.3.4 Non-outlet callers to the HSH.
4.1 HSH telephone number
Outlet staff contact the HSH by telephoning the NBSC telephone number and
selecting the option for the HSH.
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Version: 4.0
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4.2 HSH service hours
The service hours of the HSH are:
Full Service 0800 - 2000 Monday to Saturday
Skeleton Service 0500 - 0800 Monday to Saturday
Skeleton Service 2000 - 2400 Monday to Saturday
Skeleton Service 0700 - 2200 Sunday
Arrangements for Bank Holidays shall only vary from a normal POCL working
day where agreed with POCL, having regard to the applicability throughout
the United Kingdom. No HSH service shall be provided on Christmas day.
The full range of HSH services are provided during the POCL core day.
During these hours of operation, all calls will be handled by ICL Pathway
operators with the telephone equipment relaying messages to callers in
exceptional circumstances.
The skeleton service is provided outside of the POCL core day. The skeleton
service will respond to calls concerning operational incidents that are non-
outlet-related. Calls that are outlet-related will be logged. Advice and
guidance calls will be responded to within the skeleton service, but not
necessarily according to the Service Levels that are applicable to the normal
service. Other outlet-related calls will be dealt with at the beginning of the
next POCL core day.
The HSH is available to take and record calls outside the hours shown above,
but diagnosis and action on those calls will not occur until the next defined
period of cover.
4.3 Contacting the HSH
4.3.1 Call validation
The HSH is available to receive calls from any of its authorised sources and
will take calls that are described in Section 5 HSH calls of this PPD.
All callers to the HSH will be subject to initial validation. Callers failing
validation will not gain access to the HSH and the call will be recorded as
inappropriate.
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The validation performed for each call is as follows:
Outlet staff
erifies the identity of outlet staff by asking questions
lbased on the post office FAD (Financial Accounts
Division) code, post office address, name and
telephone number.
POCL non-outlet
staff
IPOCL non-outlet staff are normally filtered through the
INBSC. The NBSC will register a call with the HSH on
behalf of non-outlet staff. TIP (Transaction Information
Processing) and OSG (Outlet Systems Group) have
facilities to log calls direct with the HSH.
\Circumstances surrounding when these callers request
la call to be logged on the HSH are described in Section
4.3.5.1 POCL.
NBSC
lIn cases of emergency closure, NBSC staff are
required to contact the HSH on behalf of an outlet. The
INBSC caller must provide a PATH code, name and
telephone number to enable the HSH to validate the
caller. The HSH will also require the outlet’s FAD and
Iname, and details of the nature of the incident.
(Circumstances surrounding when the NBSC should
contact the HSH are described in Section 4.3.5.2
INBSC.
Password requests [Callers requesting the issue of authorised-user
passwords must contact the NBSC for verification.
[They will then be issued with a reference number and
lasked to contact the HSH. This process is described
more fully in Section 4.3.3 Authorised-user password
laccess.
(Callers contacting the HSH without verification will be
refused access to the authorised-user password
service.
ICL Pathway
Suppliers
These groups are provided with a PATH code and will
lbe subject to the same verification procedures as
IPOCL non-outlet staff.
(Circumstances surrounding when these callers contact
he HSH are described in Section 4.3.5.3 ICL Pathway.
Before calling the HSH, the caller should gather as much information as
possible to enable the HSH operator to diagnose the nature of the problem
swiftly.
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Version: 4.0
Commercial in Confidence Date: 20/09/01
4.3.2
4.3.3
4.3.4
Call logging
The operator will attempt to resolve or diagnose the problem during this initial
telephone call. The information will be recorded as an incident onto a
helpdesk system and allocated a unique call reference number.
At the end of the call the operator will inform the caller of the call identity
number and what action to expect next. This identity number should be
recorded by the caller and quoted if the caller needs to ring the HSH about
this incident.
If the caller's query/problem is not resolved within the initial telephone call,
the HSH will advise the caller the date/time by which they will next receive
contact. (This contact will take the form of either a site visit by an engineer or
a telephone call from someone in the ICL Pathway support chain.)
Authorised-user password access
There are two types of requirement for authorised-user password access:
e Planned, i.e. from POCL Auditors in the case of an Audit visit, or Retail
Network Managers/Retail Line Managers/Performance Improvement
Advisors in the case of a planned outlet closure.
e Unplanned, i.e. when an outlet manager forgets their password or
becomes locked out of the system by repeated incorrect entry of their
password.
The authorised-user password is issued by the HSH once the caller has been
verified by the NBSC.
The caller requiring authorised-user password access will call the NBSC and
obtain verification and a unique reference number. The caller will then call
the HSH quoting this unique reference number and will be asked to perform
the authorised-user password procedure sequence following instructions from
the HSH. This will allow access to the system.
The authorised-user password is valid for one session only. When the caller
logs out, the authorised-user password can no longer be used. Where the
caller has forgotten the password it is a priority for them to set up a new
password for normal use, using the procedures described in the CSR+ ACUA
PPD [Ref. CS/PRO/090].
The system requires the authorised-user procedure sequence to be
completed within five minutes of being started.
Non-outlet callers to the HSH
The HSH is available to take incident calls from sources other than POCL
outlets. These sources are NBSC, TIP and OSG for POCL operational calls
and from within ICL Pathway.
These non-outlet callers will be pre-authorised by the allocation of a dummy
FAD code (PATH code). This PATH code is allocated by ICL Pathway who
will agree the incident types available to be registered via this route.
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Version: 4.0
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4.3.5 Non-outlet call sources
4.3.5.1 POCL
POCL incidents affecting the EPOSS (Electronic Point of Sale Service), APS
(Automated Payments Service) or reference data services that arise in the
POCL environment will also be reported to the HSH in accordance with
agreed procedures.
4.3.5.2 NBSC
In the event of an unplanned post office closure, the affected post office will
contact the NBSC and inform them. The NBSC will then contact the HSH on
behalf of the affected post office to register an incident. The NBSC operator
will need to quote the post office FAD code, their name and telephone
number and the nature of the problem (see the CSR+ Operating Environment
PPD [Ref. CS/PRO/097]. Additionally, NBSC staff will undergo the caller
authentication process which requires them to provide a pre-agreed pass
code before the HSH will activate an emergency closure.
4.3.5.3ICL Pathway
Incidents arising from within the ICL Pathway operation will result in a call to
the HSH. Callers from within the ICL Pathway operation will also have to pass
the same verification procedure as an outlet by providing a dummy FAD code
or PATH code and name to access the HSH.
4.3.6 Call escalation
Call escalation can be interpreted in three separate ways:
e Anincident passed through the support chain for resolution.
« SLA (Service Level Agreement) targets in jeopardy.
e Acustomer unhappy with the service.
4.3.6.1 Incident passed through the support chain
Once an incident is registered onto the HSH incident management system, it
is likely to be passed along the support chain to different support groups who
are responsible for different areas of the system, e.g. Networks. The HSH
staff have visibility of all incidents and will track progress of the call
throughout its life.
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4.3.6.2 SLA targets in jeopardy
Should the SLA targets of a particular incident approach or pass minimum
SLA levels, the HSH staff will begin to escalate visibility of this situation,
using a manual escalation process to ensure timely escalation into ICL
Pathway, its supplier, and Post Office Counters Ltd where appropriate.
This escalation procedure may utilise a problem manager at a predetermined
point. The problem manager will be responsible for ensuring that the correct
management and resources are in place to resolve the problem and restore
the service levels. The problem manager will be supported by an agreed
cross-boundary escalation process that covers the Post Office Counters Ltd
and ICL Pathway organisations, should disputes of ownership and
responsibility arise.
4.3.6.3 Customer unhappy with service
4.3.7
The caller's view of escalation will arise should the caller be unhappy with the
service provided or disagree with the progress or actions taken to resolve a
particular incident. The caller will contact the HSH to register his or her
dissatisfaction. The HSH telephone operator will log a complaint incident and
then pass the caller onto a supervisor. The supervisor will attempt to correct
the situation. If the situation cannot be corrected by the supervisor, the call
will be terminated and the caller will then be contacted by an ICL Pathway
manager within two hours.
All complaint calls will be brought to the attention of ICL Pathway Service
Management and are available to the Service Management Forum if
requested.
Inappropriate calls
The HSH may be mistakenly contacted by persons not authorised to use the
HSH. These callers will be unable to pass verification and will be refused
access, an incident call will be recorded on the HSH incident management
system.
Should the caller be authorised to contact the HSH and pass verification the
HSH operator will establish the nature of the caller and if the issue is outside
of the responsibility of the HSH the caller will, where applicable, be re-
directed to the correct helpdesk. An incident will be recorded on the HSH
incident management system.
Callers requiring re-direction to another helpdesk will be supplied with the
phone number of the appropriate desk, if known.
4.3.8 Call redirecting
If the HSH receives a call that is not appropriate to the HSH, where possible
the HSH operator will advise the caller to ring the appropriate number. Where
applicable the HSH operator will supply the phone number of the appropriate
desk.
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4.1.9 Contingency
In conventional circumstances the HSH service is provided from one site with
a second site being used to deal with overspill at peak times. These sites are
geographically separated, but linked by common computer and telephony
systems. Should the first site become unable to operate, the second site will
take over.
Depending on the nature and extent of the problem, there may be a period of
around two hours during which only a reduced service will be possible.
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5 HSH calls
This section gives descriptions of the calls that may be received by the HSH
from PO outlet staff and POCL clients.
5.1 Advice and guidance
Problem Description
Administration The HSH is available to offer advice and guidance to
Post Office outlet staff on the use of the ICL Pathway
systems or applications, for example, EPOSS, APS,
LFS and OBCS.
The HSH staff have access to counter procedures and
reference systems, and are trained in the use of the
Daily/weekly
reports run before
the cash account
Housekeeping
Reversal system.
Serve Customer Should Post Office staff have difficulty in using the
enquiry system, they should contact the HSH.
Other
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.2 Cash account
Problem
Description
Declarations
Discrepancies
Stock unit
balance and
rollover
The HSH is available to offer additional advice for
incidents arising from cash account balance activities.
These incidents fall outside the normal five to ten
minute advice and guidance calls.
If the caller wants advice on a business issue, such as
when to use a suspense account or error notice, the
Trial/final balance caller is referred to the NBSC.
and CAP rollover
Outlet in wrong
The HSH is able to provide advice when the caller is in
CAP/extended an old CAP. Should the caller be in a CAP too far
CAP ahead or they want to extend the CAP, the caller is
referred to the NBSC.
POCL business All calls related to POCL business issues are referred
issue to the NBSC.
Suspense Should a caller request advice regarding suspense
account and error accounts and error notices, the HSH only advise on
notice
navigation to icons and procedures in the following
areas: RD cheques, POCL cheques and vouchers. All
other calls are referred to the NBSC.
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.3 Change
Problem Description
Post office Planned changes are managed in conformance with
planned the processes for Operational Business Change
temporary closure established between POCL and ICL Pathway.
Post office The processes are based on the delivery of change to
planned agreed timescales, the detail of which can be found in:
reopening ICL Pathway/POCL Interface Agreement - Outlet
Post office [Ref. CS/IFS/003]
planned
permanent ICL Pathway/POCL Interface Agreement - Product
closure [Ref. CS/PRD/058]
Post office
planned
relocation
Post office
configuration
change
Weigh scales
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.4 Customer complaint
Problem Description
Complaint about: Should the outlet manager have an issue with the
service or equipment provided by ICL Pathway, or
° onginecr” about the NBSC, and wishes to complain, they can
contact the HSH who will manage the complaint.
° HSH not In the event of service complaints being received, the
calling back HSH will log all details regarding the complaint and
e HSH giving refer the caller to a senior member of staff who will
incorrect then take any necessary corrective action.
advice Each complaint will be recorded and investigated. The
e HSH giving outlet manager or complainant will be contacted to
inappropriate I discuss the matter more fully during the course of that
referral investigation.
e HSH refusing
to give the
incident
number
« HSH attitude
e Implementat-
ion or other
part of ICL
Pathway, or
the NBSC
«Lack of
progress on
call/on-going
system
problems
e Unable to get
through to
HSH
Complaint about ‘The caller is referred to the NBSC.
RLM/PIA/RNM or
other part of
POCL
Complaint Where the system is working to normal specifications,
regarding normal __ the caller is referred to the NBSC.
system
functionality
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
Compliment Should an outlet or the NBSC wish to register a
positive comment about the Horizon system or service,
the compliment is recorded.
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.5 Documentation
Problem
Description
Documentation
issue
Should Post Office staff require assistance in using the
Horizon System User Guide or Counter News or
discover an error within them, they should contact the
NBSC.
If they require assistance in using the Training
Workbooks or discover an error within them, they
should contact the HSH. The HSH will pass the call on
to the appropriate unit within ICL Pathway for
resolution.
5.6 Environmental
Problem
Description
Environmental
Environmental calls where no ICL Pathway action is
issue required (for example, the outlet is open and the
equipment is all right) are referred to the NBSC.
Post office The NBSC acts as business support for the outlets and
emergency will be contacted in the event of an outlet closing on an
closure emergency basis. The NBSC will inform ICL Pathway
P of all such instances by logging an incident call on the
‘ost office - " 5
reopening (no HSH quoting the post office FAD code, the caller's
change) name and contact number and the nature of the
closure. The HSH will cancel any planned engineer
visits to that site, as outlined in the document:
The Management Process for Operational Business
Change - Outlets [Ref. CS/PRD/0029].
Post office power
failure
All power issues are referred to the NBSC.
However, the HSH log reports power failures for
information, as a cause of non-polling.
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/092
and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.7 Hardware
Problem
Description
Back office printer If a problem arises in using the equipment installed at
fault
Bar-code reader
fault
Counter printer
fault
Key reader fault
Keyboard fault
Magnetic card
reader fault
Monitor fault
Monitor touch
facility not
functioning
Processor fault
Processor swap
due to software
error
Smart card reade:
fault
the outlet, e.g. because the equipment is damaged, the
outlet manager or outlet staff will ring the HSH to gain
access to suitable support. The caller will be required
to make a note of the activity being performed when
the problem arose, before the HSH is called.
In the event of an outlet PC system failure or a
peripheral failure, the HSH will allocate an engineer to
attend the post office. The caller will be told when the
engineer is expected to arrive.
The engineer will normally carry spare parts with him;
however occasionally spare parts may need to be
couriered to the post office. In this instance the
engineer will arrive shortly after the spare part has
been delivered. The post office will be informed in
advance to expect a spare part to be delivered. Once
at the post office the engineer will replace the faulty
part, test its operation and then check that the outlet
manager is happy that the system is now operational.
The engineer will remove any broken equipment when
he leaves.
If equipment is damaged the engineer will complete a
report on the circumstances surrounding the damage
which will be agreed and signed by the outlet manager.
r
For more details see the CSR+ Operating Environment
PPD [Ref. CS/PRO/097].
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.8 Inappropriate helpdesk
Problem Description
Consumable Should a member of the outlet staff contact the HSH
order with a problem that does not relate to the ICL Pathway
Incorrect system or operation, they will be referred to the NBSC.
helpdesk called
Non-Horizon
equipment
POCL business
issue
Weighing-related
Field Service
Manager contact
ICL Pathway Field Service Managers (FSMs) may tell
outlet managers to contact the HSH for any calls to be
passed on to them. Should a member of the outlet staff
contact the HSH with a call for an FSM, the FSM will be
contacted.
LFS stock query
Should a member of the outlet staff contact the HSH
with a problem that does not relate to the ICL Pathway
system or operation, they will be referred to the NBSC.
Memo View
business query
Should a member of the outlet staff contact the HSH
with regard to either a Post Office Counters Ltd
business message or where the information has been
sent to an inappropriate office (e.g. regional products),
they will be referred to the NBSC.
Request for
counter change
Should a member of the outlet staff contact the HSH
with regard to a counter change, they will be referred to
the RNM to raise an OBC form.
Suggestions for
service
improvement
Should a member of the outlet staff contact the HSH
with regard to suggestions for service improvement,
they will be advised to write to the NBSC at the address
given in Counter News.
Wrong number
Should a member of the outlet staff contact the HSH as
a wrong number, the HSH will take no action.
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.9 Network
Problem Description
Disconnected The network is monitored centrally and any fault will
node (LAN) most likely be resolved before it becomes visible to the
SDNfailure post office. However, should the post office encounter
(WAN) networking difficulties the HSH should be contacted.
Networking difficulties are likely to show themselves as
Outlet messages saying that the central system cannot be
disconnected
from data centre
during smart card
transaction
Robust ISDN
socket (point
where the ISDN
cable is plugged
in for trolleys and
mobiles)
contacted. If this occurs, a member of the outlet staff
should contact the HSH who will take details of the
network fault.
The fault will be investigated and corrected by support
staff who will inform the outlet manager when the
network link has been restored. In the event of a LAN
or WAN failure, the HSH will allocate an ICL or BT
engineer as appropriate to attend the post office. The
caller will be told when the engineer is expected to
arrive.
Satellite/PES
Second ISDN
point (point for
serving for
trolleys and
mobiles)
Unable to contact
HQ
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.10 Operational
Problem
Description
File transfer
problem
Remote systems
hardware
Remote systems
network
Remote systems
software
Incidents arising from the transfer of data into and out
of the ICL Pathway environment and systems should
be registered on the HSH. The HSH will pass these
incidents initially into ICL Pathway operations who will
investigate the nature of the incident and pass the call
into second line support if necessary.
5.11 Reconciliation
Problem
Description
Reconciliation/
business incident
Reconciliation incidents will be raised from various
sources: the outlet staff, POCL concerning the EPOSS,
APS and Reference Data services, and ICL Pathway
Business Support for all services.
All incidents will be registered on the HSH and will be
passed directly to the ICL Pathway Business Support
Unit where they will be categorised according to the
service affected and will range from payment problems
to accounting anomalies. They will be given an
incident priority based on the nature of the incident.
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5.12 Reference data
Problem
Description
Address/phone
number incorrect
Should a member of the outlet staff contact the HSH to
report that the address or phone number of the outlet
is incorrect, the HSH will refer the caller to the NBSC
for confirmation of the correct details for the outlet. The
HSH will confirm with the NBSC that the relevant
reference data has been sent to ICL Pathway.
ICL Pathway When the expert teams in ICL Pathway or POCL
reference data identify incidents caused by incorrect reference data,
incorrect they are logged in the appropriate domain for
resolution.
Missing Should a member of the outlet staff contact the HSH to
icon/product (core report that the icon for a core product or AP appears to
product and AP) be missing, the HSH will refer the call to ICL Pathway
for investigation. The HSH will confirm with the NBSC
that the relevant reference data has been sent to ICL
Pathway.
Missing Should a member of the outlet staff contact the HSH to
icon/product (non-
core product)
report that the icon for a non-core product appears to
be missing, the HSH will refer the caller to the NBSC.
for confirmation that the outlet should be selling the
product.
POCL reference
data incorrect
When the expert teams in ICL Pathway or POCL
identify incidents caused by incorrect reference data,
they are logged in the appropriate domain for
resolution.
Product detail
incorrect
Should a member of the outlet staff contact the HSH to
report that the details of a product appear to be
incorrect, for example price, the HSH will refer the
caller to the NBSC for confirmation of the correct
details. The HSH will confirm with the NBSC that the
relevant reference data has been sent to ICL Pathway.
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
5.13 Security
Incident
Description
Authorised-user
password
required
Passwords within an office are controlled by the
manager, and if a member of staff forgets their
password the manager can reset it. If the manager
forgets their password they should contact the NBSC;
an emergency password can then be issued by the
HSH using the authorised-user password procedure to
allow them to reset their own password. Audit staff will
also need access to the system and require use of the
authorised-user service to gain access. Each person
authorised to use this service will be pre-registered and
will have to undergo a verification procedure before
access to the authorised-user service is permitted.
Once verified the caller will be issued with a password
that is valid for only one session and cannot be used
again. (Further information on using authorised-user
passwords is given in the CSR+ Access Control and
User Administration PPD [Ref. CS/PRO/090].)
Caller fails initial
verification
Callers who ring the HSH in error and are not
authorised to use the HSH, will be refused access to
the HSH and directed to the NBSC.
Clerk/supervisor
access issue
If clerks/supervisors forget their passwords/get locked
out, the manager can sort it out. Any calls received by
HSH relating to this issue are directed to the NBSC to
have the procedures reinforced and to resolve any
issues.
Communication
with the centre
failed, could not
get security data
If a member of outlet staff reports that the system
displayed a message during a POLO procedure to say
that communication with the centre failed and it could
not get new security data, the HSH will establish the
cause of the failure.
e Ifthe outlet is not currently authorised to collect the
security data (for example, because an authorisation
granted by the automated systems has expired), the
HSH will invoke the necessary authorisation (known
as ‘opening the door’). If the HSH are unable to do
this, the incident will be passed into the ICL Pathway
support organisation.
e If the outlet cannot communicate with the centre via
the WAN, then the HSH will ensure that the
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¢ communications problem is resolved.
The HSH may advise the outlet to continue using the
old security data whilst the problem is being resolved.
Equipment stolen
Post offices that have equipment stolen must follow
existing Post Office Counters Ltd procedures to report
the theft (e.g. contact the Police and NBSC). ICL
Pathway will replace the stolen equipment once the
incident has been reported to the HSH by the NBSC.
Should the counter or the ICL Pathway wiring be
undamaged, ICL Pathway will arrange for the counter
system to be installed quickly to bring the post office
back into operation. However work may have to be
scheduled to correct any physical damage: this will be
arranged at a suitable time and agreed with the outlet
manager. In some cases this may result in a short-term
closure.
Manager access
issue
If a member of the outlet staff requests manager access
then, if there is no manager available, the caller is
referred to the NBSC for the provision of an authorised-
user password.
OBCS stop list
enquiry
If the customer wishes to make an OBCS encashment
during a period of system failure, the HSH will ask the
caller for the Customer Reference Number, Order Book
Serial Number and Common Payment Package
Number. The HSH will then check the database and
advise the caller of the following:
e Ifthere is no stop in place, to make the encashment.
e Ifthere is a stop in place, not to make any
encashments but to impound the book.
e If there is a recall in place with the effective date
earlier than today, to encash one valid foil and
impound the book.
e If there is a recall in place with the effective date of
today or later, to encash valid foils dated prior to
and including today and impound the book.
PMMC or PIN lost Each time a PC is powered on, the Post Office Log On
(POLO) procedure must be performed. The outlet
manager is issued with a PMMC card plus a spare and
PIN when the equipment is installed. This card and PIN
must be kept in separate secure locations and used
when the equipment is powered on after being switched
off as described in the CSR+ Access Control and User
Administration PPD [Ref. CS/PRO/090].
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and Procedures Description
Version: 4.0
Commercial in Confidence Date: 20/09/01
If the card or PIN is lost, the HSH must be contacted.
The HSH operator will ask a series of questions to
verify the identity of the caller and then pass the caller
on to a supervisor. The supervisor will then assist the
outlet manager to generate a new PIN or allocate a PIN
to the spare card. This process involves the caller
following verbal instructions from the HSH Supervisor.
In extreme cases, where the system cannot generate
the PIN easily, the caller will be taken through the
underlying recovery process that involves typing a 15-
character Fallback Response Code into the Horizon
system.
The new PIN must be stored securely as instructed in
the CSR+ Access Control and User Administration PPD
[Ref. CS/PRO/090]. In the case of a lost card, this
procedure invalidates the lost card and a replacement
card is ordered for issue to the post office to use as a
spare.
If both cards are lost, stolen or damaged, then the
system will be declared down and an engineer
dispatched to replace the cards and bring the system
back into operation. The outlet manager, when
completing the Service Visit Report Card, will declare
whether the cards were lost, stolen or damaged and will
surrender any damaged cards to the engineer.
Secure ISDN box
If an outlet manager reports that there is a problem with
the secure ISDN box (the lockable cabinet that contains
the robust socket at insecure locations e.g. serving
points for trolleys and mobiles, then an engineer will be
sent to secure or replace the box as necessary.
Security breach
If the outlet manager or Post Office Counters Ltd
representative suspects a security breach, for example,
passwords have become known to an unauthorised
person, the Horizon system has been tampered with or
someone suspects their user name has been used
without their knowledge, the HSH must be informed
immediately.
The matter will be escalated according to ICL Pathway
escalation procedures. The caller will be contacted
during this investigation and is advised to make notes
of the circumstances surrounding the suspected
security breach. ICL Pathway may remove any system
access at this point and the post office may be
prevented from using the system until authorisation is
given.
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Version: 4.0
Commercial in Confidence Date: 20/09/01
(Further information on security breaches is given in the
CSR+ Access Control and User Administration PPD
[Ref. CS/PRO/090] and CSR+ Operating Environment
PPD [Ref. CS/PRO/097].)
Security data was If a member of outlet staff reports that the system
unusable displayed a message during a POLO procedure to say
that the security data received was unusable, the HSH
will advise the caller to retry the procedure. If the fault
recurs, then the incident will be passed into the ICL
Pathway support organisation.
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Version: 4.0
Commercial in Confidence Date: 20/09/01
5.14 Software
Problem Description
Other software Software problems can arise in the form of an error
error message displayed on the screen or during the use of
Outof virtual the system when something fails to work as expected.
memo Outlet staff should record any messages appearing on
ry the screen or details of what activity was being
System undertaken at the time of the problem and advise the
freeze/slow HSH operator of these messages and actions. Details
response of the incident will be captured by the HSH operators
Stan mossann ~~ who will determine the nature of the problem, allocate a
System Message call identification number and inform the caller of the
displayed on next expected action
screen xt exp fon.
"Warming that If the problem has occurred before and has been
receipts and
payments do not
match
previously resolved, the operator will issue instructions
to the caller to perform an authorised temporary
procedure or alternatively the HSH operator may
attempt to resolve the problem by repeating the process
on the HSH reference system.
If the problem requires a more technical solution the
incident will be passed into the ICL Pathway support
organisation. The incident will then be investigated and
an authorised temporary procedure or resolution may
be applied. The support technicians may contact the
caller to understand the incident circumstance more
fully or to gather more evidence to assist the
investigation. If an outlet is contacted by a support
technician, the support technician will quote the call
reference number.
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Version: 4.0
Commercial in Confidence Date: 20/09/01
5.15 Training
Problem Description
APS / APS The HSH is available to offer training to outlet staff
recovery where the caller needs to be talked through an action or
where the caller has made a mistake that needs to be
undone. Training calls typically last over 10 minutes.
Cheque listing
Daily/weekly
reports
Deposits and
withdrawals
EPOSS
transaction
Fitting
consumables
OBCS
Remittances
Reversing
transactions
System access
limit exceeded
System
administration
System
navigation
Transaction log
Other
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5.16 Trolleys
Problem
Description
Damaged panel
Damaged shelf or
framework
Damaged wheel
Sockets
(excluding the
fuse or electrical
supply)
Other
If a problem arises in using the trolley containing the
equipment for a moveable outlet, the outlet manager
will ring the HSH to gain access to suitable support.
In the event that an item needs to be repaired or
replaced, the HSH will allocate an engineer to attend
the post office. The caller will be told when the
engineer is expected to arrive.
The engineer will normally carry spare parts with him;
however occasionally spare parts may need to be
couriered to the post office. In this instance the
engineer will arrive shortly after the spare part has
been delivered. The post office will be informed in
advance to expect a spare part to be delivered. Once
at the post office the engineer will replace the faulty
part, test its operation and then check that the outlet
manager is happy that the trolley is now operational.
The engineer will remove any broken equipment when
he leaves.
If equipment is damaged the engineer will complete a
report on the circumstances surrounding the damage
which will be agreed and signed by the outlet manager.
Priority depends on whether the site is a single or
double location trolley, and whether the trolley can be
used for trading.
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