FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Document Title: ICL Pathway Customer Service
End-to-End Customer Complaint Process
Document Type: Process Definition
Abstract: The purpose of this document is to identify how ICL
Pathway CS, Post Office Network NBSC, and ICL OSD
HSH receive, manage and resolve Customer Complaints
effectively in a cross organisational business environment.
Document Status: APPROVED
Author: David Law ICL Pathway Customer Service
Contributors: Julie Welsh ICL Pathway Customer Service
Debbie Hall ICL OSD Horizon System Helpdesk
Bethany Newton Post Office Network NBSC
Reviewed By: PON NBSC / ICL OSD HSH / ICL Pathway CS
Comments By:
Comments To:
David Law
Distribution: ICL Pathway Library
ICL Pathway CS Stephen Muchow
ICL Pathway CS Paul Westfield
ICL Pathway CS David Fletcher
ICL OSD HSH Michael Beadsley
Post Office Network NBSC Mark Haynes
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 1 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 2 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
Pathway
End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
FUJ00079826
FUJ00079826
Ref: CS/PRD/o81
Version: 1.0
Date: 05/09/2000
0.0 Document Control
O.L Document History
18/07/2000
First Draft for review.
1.0 05/09/2000 I Updated with review comments and
corrections from the HSH and NBSC.
0.2 Approvol Authoritiey
Paul Westfield ICL Pathway CS Infrastructure
Services Manager
Mark Haynes Head of Network Business
Support
Michael Beadsley
ICL OSD Productivity Centre
Stream Manager
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE
Page: 3 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
0.3 Associated Docwwmenty
CS/IFS/007 1.0 25/02/00 I ICL Pathway / POCL Interface Pathway
Agreement for the NBSC and HSH I CS
Interface
fi] Draft ui/o4/00 I Proposal: Introducing a PON
complaints process and NBSC
complaints team for the NBSC
[2] ICL/PW/DSP/PRO I 1.2 16/06/00 I HSH Customer Complaint OsD
Procedure HSH
[3] CS/PRO/116 O41 ICL Pathway Customer Service Pathway
Complaint Procedure cs
[4] OSD Customer Complaint OSD
Procedure
http://www.cafévik.icl.co.uk/cont
ent/ServiceManagementNetwork/
public/ooo8/complaints.htm
[6 and 7] PA/PRO/o13 I 0.2 07/04/o I Pathway Complaints / Escalation I Pathway
fo) Process Q&RM
[8] CS/PRD/o21 2.0 26/08/9 I ICL Pathway Customer Service Pathway
9 Problem Management Process cs
[9] GQ/CSAC/oo1 ICL Red Alert Procedure ICL
CSAC
{10] ICL (CSAC) Customer Complaint I ICL
On-Line Registration CSAC
http://www.cafévik.icl.co.uk/cont
ent/CSAC/public/cs_howto_log_c
omplaint.htm
CS/FSP/o02 5.0 u/o4/00 I Horizon System Helpdesk Call Pathway
Enquiry Matrix cs
CS/PRD/074 Ou 04/07/o I ICL Pathway Customer Service Pathway
° Incident Management Process cs
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 4 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
Pathway
End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
FUJ00079826
FUJ00079826
Ref: CS/PRD/o81
Version:
Date:
1.0
05/09/2000
0.4 Abbreviations
CRT NBSC Customer Relations Team
cs ICL Pathway Customer Service
CSAC ICL Customer Satisfaction Action Centre
HFSO Horizon Field Support Officer
HSH ICL Horizon System Helpdesk
IMT Incident Management Toolset
NBSC PON Network Business Support Centre
OSD ICL Operational Service Division
OLA Operational Level Agreement
PM Subpostmaster/Subpostmistress
PON Post Office Networks
RNM Retail Network Manager
SCT HSH Service Control Team
SMC ICL System Management Centre
STSA Senior Technical Support Advisor
UKSS ICL UK System Service
0.5 Changes Ww thiy Verrow
1.0
HSH/STSA procedure diagram amendments applied.
Expansion of Routing Tables.
Reference to new Type Code (MC13).
Minor corrections and wording changes.
Escalation Level table revised and escalation criteria added.
0.6 Changes Expected
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE
Page: 5 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 6 of 52
Printed On: [ DATE ]
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
0.7 Table of Contents
1.0 Introduction ....
2.0
3.0 Diagram symbols ... 7
4.0 Procedures for handling Complaints 8
5.0 Five key complaint sub processes 9
5a Activities within key sub processes 1 to 4. .... 10
5.2. Key Sub Processes Performed by Role ....cccsecsessseeseesssesssnessnees u
6.0 Complaint Routing soveee 12
6.1 Routing for complaints received at the NBSC Helpdesk ..............+ 2
6.1.1 NBSC 2 - Complaints against the NBSC Helpdesk............. B
6.1.2. NBSC 2 - Complaints against the NBSC Helpdesk ............ 16
6.1.3 NBSC 3 - Complaints against Post Office Network. .......... 17
6.2 Routing for complaints received at the HSH Helpdesk ..............+ 18
6.21 HSH1- Complaints against Pathway 19
6.2.2. HSH 2- Complaints against HSH/SMC or UKSS ............+ 20
6.2.3 HSH 3 - Complaints against NBSC or PON....... 220
63 Routing for Complaints received Directly by Pathway CS ............. 22
6.3.1 Pathway 1 - Complaints against HSH/SMC or UKSS . 23
6.3.2 Pathway 2 - Complaints against Pathway . 24
6.3.3. Pathway 3 - Complaints against NBSC or PON 25
7.0 Escalation . 26
8.0 — Flowcharts of Local Complaint Procedure: 27
9.0 Table of Procedural Activities
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
1.0 Introduction
The purpose of this document is to identify how ICL Pathway CS, Post Office
Network NBSC, and ICL OSD HSH receive, manage and resolve customer
complaints effectively in a cross organisational business environment.
2.0 Scope
The definition of an end to end process in this document is from the receipt of a
complaint at any customer contact point, to resolution of a complaint
regardless of the inter-organisational boundaries involved.
In this context a customer complaint is taken to mean a deliberate expression of
dissatisfaction with components of the Horizon system or the services provided
to support the Horizon system.
The majority of complaints originate at the Post Office outlet, the customer
being the end user of the Horizon system. (e.g. PM).
Complaints may be raised verbally by telephone call or word of mouth, or by
letter, email, fax or an Engineer Visit Reply Card. All complaints received
should be accepted and treated as valid and justified until proven otherwise.
Each complaint and the process itself should be monitored at each stage against
agreed measures (OLA). This will ensure that complaints are resolved in an
acceptable timescale, and that the process itself is subjected to scrutiny.
Most complaints are currently received by telephone at one of the Helpdesks,
the majority being reported to the NBSC Helpdesk. The NBSC Helpdesk has
requested that the prime customer interface for complaints received by this
route should be the NBSC. Therefore all responses to complaints received by
the NBSC, should be communicated to the complainant through the NBSC
even where the resolution actions are carried out by one of the other
organisations.
The focus of this document is on handling and resolution of complaints by ICL
Pathway CS, and its service suppliers. No attempt is made to explain internal
Post Office Network processes beyond the NBSC procedures.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 8 of 52
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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/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Standard complaint alert and escalation procedures already exist with ICL, and
these are employed within the current context, although the details are omitted
in this document. References are provided however for further explanation.
3.0 Diagram Symboly
Standard ICL symbols are used in the deployed flowcharts within this document.
KEY TO SYMBOLS USED IN PROCESS DIAGRAMS
Start / finish
A process step
I I Off page connector
(Outgoing)
‘A sub-process
Off page connector
(Incoming)
A decision point
A document
Input / output ——
~ I A database
{ ] A measurement point
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 9 of 52
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
4.0 Procedures for handling complainty
Handling complaints across organisational boundaries is achieved by aligning existing
local procedures to produce an end to end process. The focus of this document is on
the front end procedures [1 to 3], where most complaints will be resolved. By exception
some complaints will reveal problems that are serious enough to require escalation to
the highest level of the organsation. ICL Pathway already has problem management
[8], escalation [7] and corporate red alert [9] procedures that can be invoked for
complaints when necessary.
complaint complaint complaint
¥ ¥ ¥
2) (4) (al
HSH complaint > OSD complaint ICL (CSAC)
rocedure rocedure complaint
p m > registration
I ry
(8)
Pathway problem
management
process
ig)
ICL Red Alert
procedure
voy
ie)
Pathway CS
complaint
procedure
7
> Pathway alert
procedure
complaint >
voy ¥
‘51
4» PON complaint
procedure
6]
Pathway
complaint
procedure
(i)
NSC complaint
procedure
complaint complaint complaint
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
5.0 The Five Key Complaint Sub Processes
start
1
Receive the
complaint
2 5
al <>
Investigate the Improve the
complaint Share information complaint process
3
>I Resolve the
complaint
finish
Sub Process
1- How the organisation receives and captures both formal and informal
complaints.
2- How the organisation investigates complaints in order to determine the
underlying cause.
3- How the organisation ensures that complaints are resolved promptly and
effectively.
4- How the organisation ensures that complaint information is shared
across organisational boundaries.
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
5- How the organisation measures and improves the performance of the
complaint process.
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
(san
ew customer
/ -compiaint -valicate anc cualify the
/ incoming st
rearecse
/ > rece an akraneige
/ complaint the complaint
redirection criteria > capone
‘problem criteria “os y
>< invoke preiem
- paragon
Xx
escalation criteria Xaeainte aa
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8
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determine cause ane
Propose solution
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reatecten eatenla ay ‘outgoing
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i N
incoming / aa)
reciectes agree the
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( finish
5" ASRVRD Within CSD PRD to 4, Paw ooo
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
5.2 Key Sub Processes Performed by Role.
CUSTOMER COMPLAINT PROCESS - Roles and Responsiblties
COMPLAINANT RECIPIENT / RESPONDANT COMPLAINT OWNER SOLUTION PROVIDER
escalation entera
/- complain
response
S182)
reply
complainant it
complain: data
¥
FUJ00079826
FUJ00079826
pertormance
86
snalyse data ] >) pons
Key Sub wn
Y Role Description
Process
Si Recipient Receives the complaint from the Complainant and
records all the relevant details.
S2 Respondent Replies to the Complainant with explanation and/or
resolution seeking the Complainant’s agreement to
close the complaint.
83 Complaint Owner Investigates the complaint to expose the root cause and
facilitates an acceptable resolution.
S4 Solution Provider Provides remedial activity that will satisfy the
Complainant and removes the root cause.
$5 Complaint Analyst _ I Ensures that individual complaints are resolved within
agreed timescales, and produces reports on the
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
performance of the process.
S5 Process Owner Is responsible for the effectiveness and continual
improvement of the complaint process.
6.0 Complaint Routing
The great majority of complaints will be received by a telephone call to the
NBSC or HSH Helpdesks, but a small number will be received directly by ICL
Pathway CS.
It is important that complaints are efficiently routed to the owning organisation
for investigation. The routing charts shown in section 6.1 to 6.3 are for all
complaints received by the NBSC, HSH and Pathway CS.
6.1 Routing for Complointy received at the NBSC
Helpolesk.
complaint
NBSC 17215
v
Post Office NBSC Pathway HSH/SMC
Network Unit <——Nesc3-» procedure NBSCI— procedure 4-Nesc1—p, procedure
[N3] [N2] [N14] [N14]
Nase 1208
t nasc1 ’
response
and uKss
/ cosute > Ni
Complaint Route
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
NBSC1 Complaints against Pathway or Pathway Service Suppliers
NBSC 2 Complaints against the NBSC Helpdesk
NBSC 3 Complaints against Post Office Network
A more detailed explanation of each route is given on the following pages.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 16 of 52
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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/or POCL
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.1.1 NBSC 1 - Complaints against Pathway or
HSH/SMC or UKSS.
HSH / SMC
Procedure
telephone
complaint teamieader rv
communication
request response response
NBSCta
emer, /-NBSCtb NOSE request investigation Pathway CS request response! = UKSS.
4. response / solution 4 response
¥
response
‘and
closure
Call Type - Complaint NBSC1
Route Activity Sub-Activity
NBSC1.0 HSH Complaint about Helpdesk attitude
NBSGi1___I HSH Complaint about Helpdesk making an inappropriate referral
NBSCi2_‘I HSH Complaint about Helpdesk giving incorrect advice
NBSC1L3 HSH Complaint about Helpdesk refusing to give reference number
NBSC1.4, HSH Complaint about unable to get through to helpdesk on the
telephone
NBSCi5 HSH Complaint about waiting for a call back from the helpdesk
NBSC1.6 Pathway Complaint about engineer
NBSC1L.7 Pathway Complaint about installation/implementation problems
NBSC:.8 I Pathway Complaint about HORIZON system functionality
NBSC1.9 Pathway Complaint about lack of progress in resolving ongoing system
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new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
NBSC 1 - Routes NBSCi.0, NBSC1.1, NBSC1.2, NBSC1.3, NBSC1.6
NBSC CR Team
ICL Pathway CS Team
HSH SCT
(or UKSS for 1.6 only)
Receive and log complaint
Send complaint to Pathway CS
Log complaint
Send complaint to HSH/SCT
(for 1.6 only contact UKSS)
Log complaint
Investigate complaint
Agree solution with HSH/SCT
(for 1.6 only agree with UKSS)
Send response to Pathway CS
Agree response
Send response to NBSC/CR
Close complaint
Respond to complainant and
close
Close complaint
Implement resolution
NBSC 1 - Routes NBSC1.4, NBSC1.5
NBSC CR Team
ICL Pathway CS Team
HSH SCT
Receive and log complaint
Respond to complainant and
close complaint
Compile a log summary
Send summary to Pathway CS
Update records
Send complaint summary to
HSH SCT and request solution
Update records and resolve
Agree solution with HSH SCT
Send response to Pathway CS
Receive response from Pathway
cs
Pass response to NBSC CR
team
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new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
Pathway
End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
Ref: CS/PRD/081
Version: 1.0
Date: 05/09/2000
FUJ00079826
FUJ00079826
NBSC 1 - Routes 1.7, 1.8, 1.9
NBSC CR Team
ICL Pathway CS Team
Solution Provider(s)
Receive and log complaint
Send complaint to Pathway
Log complaint
Investigate complaint
Identify and pass to Solution
Provider (s)
Determine solution and agree
response with Pathway CS
‘Agree response
Send response to NBSC CR
Respond to complainant and
close
Close complaint
Implement resolution
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new contractual obligations between ICL Pathway and the DSS/or POCL
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ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.1.2 NBSC 2 - Complaints against the NBSC
Helpolesk.
seephone
complaint
NBSC2a
¥
writen NBSC
cole /NBSC2b Procedure
a
response
‘and
Call Type - Complaint NBSC2
Route Activity Sub Activity
NBSC2.0 I NBSC Complaint about Helpdesk attitude
NBSC21 I NBSC Complaint about Helpdesk making an inappropriate referral
NBSC2.2 NBSC. Complaint about Helpdesk giving incorrect advice
NBSC2.3___I NBSC Complaint about Helpdesk refusing to give reference number
NBSC2.4 NBSC Complaint about unable to get through to helpdesk on the
telephone
NBSC2.5 NBSC. Complaint about waiting for a call back from the helpdesk
NBSC1L6 NBSC Complaint that incorrect procedure was followed
NBSCi.7 I NBSC Complaint that RNM was contacted inappropriately
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ICL End-to-End Customer Complaint Process
Pathway
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Ref: CS/PRD/081
Version: 1.0
Date: 05/09/2000
6.1.3 NBSC 3 — Complaints against Post Office
Network.
telephone
omnia
NBSC3a
I___ request investigation —P>
written NBSC Post Office
complaint, / ~NBSC3D procedure Networks Unit
i< response/solution
response
"md
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new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
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End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE Date:
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FUJ00079826
Ref: CS/PRD/081
Version: 1.0
05/09/2000
Call Type - Complaint NBSC3
Route Activity Sub Activity
NBSC3.0 PON Complaint about RNM
NBSC3.1 PON Complaint about HFSO
NBSC3.2 PON Complaint about REM unit
NBSC3.3 PON Complaint about HR Service Unit
NBSC3.4 PON Complaint about external help lines
NBSC3.5 TBA
NBSC3.6 TBA
NBSC3.7 TBA
NBSC3.8 TBA
NBSC3.9 TBA
6.2 Routing for Complaints received at the HSH Helpdesk.
¥
HSH / SMC
USS 4 save —y ‘peceaus
{H2]
HSH 2
y
response
‘and
closure
HSH 13 —p
Post Office
Network Unit
[H3]
Pathway
procedure
(H1]
HSH 3
HSH 3
closure closure
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new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
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End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
FUJ00079826
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Ref: CS/PRD/081
Version: 1.0
Date: 05/09/2000
Complaint Route
HSH 1 Complaints against Pathway
HSH 2 Complaints against HSH or UKSS
HSH 3 Complaints against NBSC or Post Office Network
A more detailed explanation of each route is given on the following pages
6.2.1
telephone
complaint /
HSHta
v Mco3
Mco4
written HSH
complaint HSH1b-& procedure log and refer details
I ciose against reference
Pathway CS
Procedure
HSH 1 — Complaints against Pathway.
response
‘and
closure
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ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Call Type - Complaint HSH 1
Route I Type Code Problem Type
HSH 1.0 I Pathway MCo3__ I Complaint about installation / implementation
HSH 1.1 Pathway MCo3_I Complaint about other parts of Pathway
HSH 1.2 I Pathway MCoq_I * Complaints about normal HORIZON system functionality
* Note:
If Pathway receives complaint about HORIZON system functionality, it will be
necessary for Pathway to decide if the complaint originates from the system not
operating to specification, or if the complainant is requesting an enhancement of
the system. In the later case, the complainant will be referred to the NBSC to log
an improvement suggestion.
Type Codes are used within the HSH Powerhelp system to identify complaints
(problem types). Currently only MCo1 to MCos are defined, but a change request
has been raised to withdraw code MCo2 (Complaint about HSH/SMC) and
replace it with a range of codes MCo8 to MCi2 to align with the NBSC sub
activities. CS/FSP/oo2 gives more detail on the proposed change.
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ICL
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End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
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Ref: CS/PRD/081
Version: 1.0
Date: 05/09/2000
HSH 1- Route HSH1.0
HSH TSA and STSA
HSH SCT
ICL Pathway
Implementation Team
TSA receive and log complaint
STSA investigate history, then
assign complaint to SCT
Forward complaint to ICL
Pathway Implementation Team
Investigate complaint
Close complaint
Respond direct to Complainant
HSH 1- Route HSH1.1
HSH TSA and STSA
HSH SCT
ICL Pathway CS Team
TSA receive and log complaint
STSA investigate history, then
assign complaint to SCT
Forward complaint to ICL
Pathway CS Complaint Team
Investigate complaint
Contact appropriate Solution
Provider for a resolution.
Contact Complainant with
response and close complaint
Provide a response to HSH SCT
HSH 1- Route HSH1.2
HSH TSA and STSA
HSH SCT
ICL Pathway CS Team
TSA receive and log complaint
STSA investigate history, then
assign complaint to SCT
Forward complaint to ICL
Pathway CS Complaint Team
Investigate complaint (seeking
advice from the design authority
where appropriate).
Contact Complainant with
response and close complaint
Provide a response to HSH SCT
If the Complainant is requesting a
system improvement or new
functionality, the response is to
ask the Complainant to log an
improvement suggestion with the
NBSC.
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 25 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 26 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
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FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
62.2 HSH 2 — Complaints against HSH/SMC or UKSS.
writen
complaint
/-HSH2b-
Mcot
MCO8
Mcog
MCc10
Mc1t
Mc12
Procedure
/ telephone
complaint
I
HSH2a
Mco7,
request response
HSH / SMC
UKSS
response
response
‘and
closure
Call Type - Complaint HSH2
Route I Type Code
Problem Type
HSH 2.0 I HSH MCi2
Complaint about helpdesk attitude
HSH 2.1 I HSH MCio
Complaint about helpdesk making an inappropriate referral
HSH 2.2 I HSH MCog
Complaint about helpdesk giving incorrect advice
HSH23 I HSH MCu
Complaint about helpdesk refusing to give reference number
HSH2.4 I HSHMG3
Complaint about unable to get through to helpdesk on the
telephone (Code MC13 pending Call Enquiry Matrix change)
HSH 2.5 I HSH MCo8
Complaint about waiting for a call back from the helpdesk
HSH 2.6 I HSH MCo7
Complaint about engineer
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE Page: 27 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 28 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.2.3 HSH 3 - Complaints against NBSC or Post Office
Network.
telephone
complaint
HSH3a_
y
vten HSH Pathway CS
cathe SHI prcpecure PPE Eccl
Jacose against reference
log and refer detals
clove against reference
Mcoe oy Mco4
Mos
NBSC . Post Office
Procedure request investigation —P> Network Unit
response/soition
reponse
cfosure
Call Type - Complaint HSH3
Route I Type Code Problem Type
HSH 3.0 I NBSC MCo6 Complaint about NBSC
HSH 3.1. I PON MCo5 Complaint about HSFO, RNM or other part of PON
(excluding NBSC)
HSH3.2 I PON MCoq I Complaint about HORIZON system functionality
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 29 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 30 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL End-to-End Customer Complaint Process
Pathway
COMMERCIAL IN CONFIDENCE
Ref: CS/PRD/081
Version: 1.0
Date: 05/09/2000
HSH 3 - Routes HSH3.0, HSH3.1
HSH TSA and STSA
HSH SCT
ICL Pathway CS Team
TSA receive and log complaint
STSA investigate history, then
assign complaint to SCT
Forward complaint to ICL
Pathway CS Complaint Team
and close complaint.
Forward Complaint to NBSC CR
for investigation.
HSH 3 - Route HSH3.2
HSH TSA and STSA
HSH SCT
ICL Pathway CS Team
TSA receive and log complaint
STSA investigate history, then
assign complaint to SCT
Forward complaint to ICL
Pathway CS Complaint Team
Investigate complaint (seeking
advice from the design authority
where appropriate).
Contact Complainant with
response and close complaint
Provide a response to HSH SCT
If the Complainant is requesting a
system improvement or new
functionality, the response is to
ask the Complainant to log an
improvement suggestion with the
NBSC.
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 31 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.3 Routing for complaints received directly by Pathway
‘complaint
Pathway 1/2/3
v
Post Office Pathway HSH/SMC
Network Unit Pathway 3p procedure Pathway 1 procedure
(P3] i) (P1]
Patway 3 Patway 12
+ + Paty
/ and and
closure closure al uKSS
[Pt]
Complaint Route
Pathway1 complaints against HSH/SMC or UKSS
Pathway 2 complaints against Pathway
Pathway3 complaints against NBSC or Post Office Network
A more detailed explanation of each route is given on the following pages
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 32 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.3.1 Pathway 1 — Complainty against HSH/SMC
or UKSS.
/ telephone
complaint
cos
coo
Pathwayta wei0
wets
¢ wei2
request response ——P>I
vwriten Pathway CS
complaint /Pathway1b® procedure HSH / SMC
Procedure
response
r
response
request response} uKss
yo
response
and
closure moor
Call Type - Complaint Pathway 1
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 33 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Route I Type Code Problem Type
PWY10 I HSH MG Complaint about helpdesk attitude
PWYi1 I HSH MCio Complaint about helpdesk making an inappropriate referral
PWY12 I HSH MCoo Complaint about helpdesk giving incorrect advice
PWY13. I HSHMCu Complaint about helpdesk refusing to give reference number
PWY14 I HSH MCi3, Complaint about unable to get through to helpdesk on the
telephone (Code MC13 pending Call Enquiry Matrix change)
PWY15 I HSH MCo8 Complaint about waiting for a call back from the helpdesk
PWY1.6 I HSH MCo7 Complaint about engineer
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE Page: 34 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Pathway 1- Route PWY1.0 to PWY1.5,
ICL Pathway CS Team HSH SCT
Receive complaint, normally by
letter.
Log complaint and forward to
HSH SCT.
Investigate complaint and resolve
within HSH.
Update log with progress.
Discuss response with Pathway
Contact Complainant with
response and close complaint
Pathway 1- Route PWY1.6
ICL Pathway CS Team
HSH SCT
Receive complaint, normally by
reading engineer visit reply
cards.
Log complaint and forward to
HSH SCT.
Investigate complaint and resolve
with UKSS
Update log with progress.
Discuss response with Pathway
Contact Complainant with
response and close complaint
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 35 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.3.2 Pathway 2 — Complaints against Pathway.
telephone
‘complaint
Pathway2a
¥
Pathway CS
Pathway2b Procedure
meot
MCO3- I
cos
response
‘and
closure
Call Type - Pathway 2
Route I Type Code Problem Type
PWY 2.0 I Pathway MCo3 I Complaint about installation/implementation problems
PWY 2.1 I Pathway MCo3_ I Complaint about other parts of Pathway
PWY 2.2 I Pathway MCoq I Complaint about HORIZON system functionality
PWY2.3 I Pathway MCo:_ I Complaint about lack of progress in resolving ongoing system
problems
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 36 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
6.3.3 Pathway 3 — Complaints against NBSC or PON.
telephone /
complaint /
Pathway3a
v
log and refer details
Pathway CS
written
/Pathway3by “procedure
‘complaint
close against reference
Call Type - Pathway 3
coa
cos
NBSC
Procedure
A
response
and
closure
Route I Type Code Problem Type
PWY3.0 I NBSC MCoo Complaint about NBSC
PWY3.1 I PON MCos Complaint about HSFO, RNM or other part of PON (excluding
NBSC)
PWY 3.2 I PON MCo4 Complaint about HORIZON system functionality
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE Page: 37 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Pathway 3 - Route PWY3.0, PWY3.1
ICL Pathway CST NBSC CRT
Receive complaint, normally by
letter.
Log complaint and forward to I Log Complaint
NBSC CR.
Close complaint.
Investigate and resolve
complaint.
Contact Complainant with
response and close complaint.
Pathway 3 - Route PWY3.2
ICL Pathway CST
NBSC CRT
Receive letter of complaint.
Log complaint.
Investigate complaint (seeking
advice from the design
authority where appropriate).
Contact NBSC and pass call
information if appropriate.
Log complaint and investigate if
appropriate.
Reply to Complainant by letter.
If the Complainant is
requesting a system
improvement or new
functionality, the response is to
ask the Complainant to log an
improvement suggestion with
the NBSC.
Log an improvement suggestion.
Close complaint.
Close complaint.
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 38 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
7.0 Escalation.
When a complaint has serious implications or cannot be resolved it should be
escalated so that the appropriate resources can be allocated to the problem.
FUJ00079826
FUJ00079826
Leve I Escalation for visibility and Escalation criteria
1 action
° ICL Pathway CS Complaint Team I Pathway Complaint Procedure.
1 ICL Pathway Customer Service A complaint requires management
Management Team action (e.g. unsatisfied
complainant)
2 ICL Pathway Directorates Complaint is unresolved at a lower
Pathway Alert level and having a significant
impact on the project.
3 ICL CSAC Complaint is unresolved at a lower
ICL Customer Red Alert Procedure level and having critical impact on
the project, or one of the following:
Health and safety risk.
Data loss or data corruption.
Risk of legal proceedings.
Fixed timescales are not relevant to the escalation of a complaint, as each complaint
will be raised to the level of escalation required to resolve it. Details of the escalation
of complaints are documented in the Pathway Complaints/Escalation Process [6 & 7].
8.0 Flowcharts of Local Complaint Procedures.
The last section contains deployed flowcharts of procedures used by the HSH and
NBSC Helpdesks and Pathway CS, to handle complaints, followed by tables containing
a description of the activities in the charts.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 39 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Currently Pathway CS has a stand-alone database to log complaints received directly
from the customer. Complaints are transferred to Pathway CS from the NBSC and
HSH Helpdesks by email. This activity could be greatly improved if Pathway CS were
to implement a local Powerhelp stack, enabling complaint call details to be efficiently
passed between Pathway CS and the HSH Helpdesk.
HSH procedure for handling telephone complaints from Post Office
Recipient Owner / Respondent
TSA / Technician STSA / Senior Technician
customer
Comsaint
fmt /
£ /
¥.
HO ——_
«I ston
receive teleanone
‘complaint
¥
Ht
record comotait ‘OMS (Ponerneloy
aan
oa yes H3
< wanster caller to >
MSTSA now? wage STSAand
S " essen cal
I
no yes
¥
H2a Loma 10 Hs
sche complainant to “<Patnenyor 8567 >— scans win complanant
‘ovat a callback ~ “ ‘and seek closure
¥ ¥
<— 7
rovide complainant ws _ 1 NO complaint story
nedent number and / 7
Gutal conversation eet, yes
outout 1 rs He H8a
reassan nedent to
Y dove complaint complaint neden stack
H2c H4a
uous
eigeioninedent io contac Comolanant —_
1 no )
( tinsh )
Had a out of nours and ~
yes< serous aroblem?
form STSA of neident . 7
swing reference monber y
—— no
¥
Heb H8c
sendconatane FP] “tenn ine Teamof neden ging
ICL Pathway Limited IN C¢_ SNC Be Manaaer racrarce unser” {52
Printe*2¥_ "DATE I]
Serve
Control
jing contained herein shall be deemed or construed as affecting existin, jean Creating!
new contractual obligations between ICL Pathway and the DSS/or POCL
ICL
Pathway
End-to-End Customer Complaint Process
COMMERCIAL IN CONFIDENCE
Ref: CS/PRD/o81
Version: 1.0
Date:
05/09/2000
FUJ00079826
FUJ00079826
HSH procedure for handling telephone, written/indirect complaints from Post Office
Complaint Owner / Solution Provider
Service Control Team
a Ho
start
\ receive witten of
7 Incirect complaint
Hit
INBSC or Pathway?
Investigate complaint
STSA ian
Hc 18 complaint against
yes no
v v
Hi0 H12
‘ewan colts propose a soktion
yr
Patway I H13
PL
AP establish deployment
y, tera
Hi4
agree solution and
Seployment enters
HI7
update complaint
record with progress
‘cms (Powernetp)
urvesoived >
complaints?
HIS
eploy the agreed
‘soluton
© 2000 ICL Pathway Limited
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
COMMERCIAL IN CONFIDENCE
Page: 41 of 52
Printed On: [ DATE ]
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Pathway procedure for handling complaints referred from HSH/CRT
Complaint Owner
Pathway CS
HSHISCT P12 F, S Pt
FT A pence ren wae nce tion
CRT Output? Z management process
a
“revscr I PI a
monitor! expedite a s7
coutstand ng coma nts Y
yes y
/ 7 Pt supper
J relent) record a
/ ‘complaint and status I e
x P10
Nese: - process
¥ Ps nr
P14 P2
send complaint to
NBSCICRT
vest gate
compat
¥
Nase
NO
HSHICRT
He 4 - -
find acceptable solution
¥
PS
provide response to SCT’
ot
tyes ~<
decison erteria for
complaints
request a solution from
z
< ah
‘the supplier
Po
) aes
ulna
\ ~
¥
P6 ‘Supplier
ensure the agrees vm 88
Stan sepoyed Y
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 42 of 52,
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
NBSC Procedure for handling telephone complaints from Post Office
Recipient/Respondent Respondent
receive complaint
ar
NBSC Tier 1 NBSC Customer Relations Team
customer
Corian /
fmt /
)
NO
N10
monitor / expedite
cutstanding complaints
Nt
record complaint
ae
N2
‘2cknowledge complaint
put
I
NB
respond to complainant
‘and seek closure
Incident
uber
“complaint against
—SNBSC/ PONU?
_Tmedate action
required?
B43
comp epart (weeks)
NB
‘escalate incident to
I
I
teamleader I
Nat
‘20ree response
1
N12
respond to complainant
‘and seek closure
refer call to CRT
>—yes complaint investgation
roca
SNARE
N7 Paty
Enail coment
imvestgton tris PA PY
Patenay CS
No Pathway
> Email weekly summary I ia Ps
report to Petey CS Wz
Paty
P12
L-
Paty
PS
>) inform Pathway CS that
invoke NBSC PONY,
Ntg
‘complaints sil pen
finish
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 43 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
COMMERCIAL IN CONFIDENCE
Version: 1.0
Date: 05/09/2000
NBSC Procedure for handling written or indirect complaints from Post Office
Recipient/Respondent
NBSC Customer Relations Team
/ customer
/ Coriait
Input?
no em)
I receive compint Nto I ata
PZ)
Mentor /expeite \
coutstancing complaints /
ivoke NBSC/ PONU
> yes b complantinvesteaton
process
schnowecge comping —! rete acon investgaten forts PPAF
ene Patway CS 7
{m1 T
N no
¥
NB No I Pathway
Email weekly summar re P38
cents report (veel) Era wee summary A
- no \
respore te comiainant
Sano seek clowure
Patrway
P12
Nat a
I
agree response
an
N12
respene to comeainant
So seek closure
Ni4 I Pathway
inform Pathway CS that ine \ Pr
‘compiaintis still open a
N13. Pathway
yes >) cose compiait I PC
Outputs ~
fish )
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 44 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Pathway procedure for handling complaints referred from NBSC.
Complaint Owner
Pathway CS
N10 >
provide interm response ‘nvoke probiem
a TO NBSCIORT Output 2 management process
ONT :
P13 ‘supelier
s7
montor/ expedte Y
‘outstanding complaints: \ -
+ yes
suppler
ae s7
campiane —/ P10
/mstgaten {saa vote escalation
Z J / complaint and status process
¥
NBSC P2 decision criteria for I
No complaints
investigate
“sine complant »
satya comentrepot seanstosenie’ YOY) questa stn tom
Nasc P4 P9 ‘Supplier
Nia yee a soluton win the [* Ss
a {ind acceptable solution scree schtion —
PS ye Supplier
‘ensure the agreed provide response to solution agreed? >—nOP \ 33
Suton is eployed NBSCICRT ouput 9 - \
I nase I
CONT A
NX I
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 45 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Supplier procedures for handling complaints referred from Pathway
Solution Provider
HSH / SMC / UKSS
Paty s7
pis > provide an interim
_~ response
Patou
. PIs
MY
Pathway / Complaint / st
P8 ——imestigation §
° a receive a ruestiora
a a
S2
anayse details of he
rant
¥
Pathway $3
PQ lg
i bropoee a soon
a
S4
‘establish deployment ~
r . ¥.
Paty / sce : ss deployment crteia
Nf ott’s / tnd doploment or { —
Pathway sé
P6
depioy the agrees
a sohsion
a
/ \
finish )
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 46 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Pathway procedure for handling complaints received direct from Complainant
Recipient/Respondent/Complaint Owner
Pathway CS.
a P12 aa Pit
{ stort vide interim response M2 jt
\ mer jeonplanent Ne, problem management
*
I I [me
Input 2-4 7 I
¥. ¥.
/ bret ‘ P13 . og
/ Customer / t ss22S==- stor expedite s7
Po Pv see
receve comlannt
Coesponaence or I record ~
telephone I complain and stats -
P10
yes
- escalation process
.
v rN
PI4 decision erteria for
compainis
send complaint to investigate
NaSCICRT complant
I nese Pe ‘Supplier
1 NO > > St
a, request solution rom
VS - ‘he sipaler w,
no
y
P4 Pe ‘Supplier
SS
fed accepiable solston soma scan wih in _
aaa PS
M3 I —> provide response to YES
. complainant Out 4
ne
P6
censure the agreed
Soto is dotoyed
( trish
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE
Page: 47 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process __ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
9.0 Tables of Procedural Activities
Inputs Outputs
Source & Description
Description & Destination
Ref: Ref:
Input 1 I Telephone complaint received by NBSC or I Output 1_I Recipient provides acknowledgement of
HSH complaint to Complainant
Input 2 I Email or letter of complaint referred to I Output 2 I Owner provides an interim response to
NBSC, HSH, Pathway Respondent who informs Complainant
Input 3 I Feedback card received by Pathway CS I Output3 I Owner obtains a final response from
qualifies as a written complaint Solution Provider and communicates this
to the Complainant through the
Respondent (or directly in some cases)
Input 4 I Verbal complaint received through I Output 4 I Recipient contacts the complaint directly
intermediary in PONU or ICL
In-Process and End-of-Process Measures
Ref: Activity Measure Source of Data
Mo initial acknowledgement immediate (telephone) Recipient
M1 Referral for investigation Same day Recipient
M2 Interim response Weekly Owner
M3 Final response 4-week 6 days ‘Owner / Respondent
M4 Analysis of performance Weekly and monthly ‘Owner /Respondent
© 2000 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
Page: 48 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Ref: Complaint Recipient Measure
Step The recipient has responsibility for recording and acknowledging the
complaint. The Recipient owns the complaint until the complaint is escalated,
referred or closed.
NO ‘A complaint is received at one of the organisation entry points
HO
The Recipient validates the Complainant against identification criteria
The Recipient qualifies the complaint with the Complainant
Ni The Recipient records details of the complaint
H1
N2 The Recipient acknowledges receipt of the complaint on behalf of the I MO
Ww organisation
NB The Recipient responds to the Complainant and seeks closure of the incident
where possible (acting in Responder role)
N4 The Recipient closes the complaint (acting in Responder role)
H6
NS The Recipient escalates the complaint locally
N6 The Recipient refers the complaint M1
H3
P14
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 49 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Ref: Complaint Respondent Measure
Step The Respondent has responsibility for closing the complaint. The Respondent
owns the complaint until the complaint is escalated, referred or closed. A
complaint is referred by the Recipient
N6 The Respondent decides action to be taken depending on the category and I M1
priority of the complaint and identifies the complaint owner
NT The Respondent completes a Complaint Investigation Form for category A
complaints and sends it to the Complaint Owner the same day
NB The Respondent compiles a weekly summary report of category B complaints
NO The Respondent sends the summary report to the Complaint Owner once a I M4
week
Nio The Respondent monitors outstanding complaints against measures and I M4
expedites a response from the Complaint Owner
N11 The Respondent agrees with the Complaint Owner the details of the response
to be given to the Complainant
N12 The Respondent informs the Complainant of the response and seeks closure
of the complaint
Nis The Respondent closes the complaint with the Complainants consent
H6
N14, The Respondent informs the Complaint Owner if the Complainant does not
consent to closure of the complaint
H4 The Respondent attempts to contact the Complainant and suspends the
complaint in Powerhelp until successful
HS The Respondent discusses the complaint with the Complainant and seeks
closure
H7 The Respondent investigates the complaint history
He The Respondent reassigns the complaint to the Service Control Team or the
Duty Manager when out of hours
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 50 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL
FUJ00079826
FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Ref: 1.1. Complaint Owner Measure
Step The Complaint Owner has responsibility for investigating the complaint and
facilitating a solution within the agreed measures.
P41 The Complaint Owner maintains a local record of the complaint status and
HI7 monitors resolution against the measures. When necessary the Complaint
Owner expedites a response from the Solution Provider
P2 The Complaint Owner initiates investigation into the complaint
H11
P3 The Complaint Owner analyses the summary complaint report for trends and
initiates action
P4 The Complaint Owner identifies an acceptable local solution
H12
PS The Complaint Owner provides and agrees a response to the Respondent I M3
H6
P6 The Complaint Owner ensures that the agreed solution is deployed
H15
P7 if the Complainant does not agree to close the complaint, the Complaint
Owner re-evaluates the problem and seeks an alternative solution.
P8& The Complaint Owner identifies a supplier as the Solution Provider and
ito requests a response from the supplier
P9 The Complaint Owner receives a response from the supplier and assesses it
before a agreeing the solution with the Respondent
P10 The Complaint Owner invokes the escalation process for serious problems
H16
Pit The Complaint Owner invokes the problem management process for serious
problems.
P12 The Complaint Owner provides an interim response for ongoing problems M2
H18
P13 The Complaint Owner monitors and expedites outstanding complaints
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 51 of 52
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new contractual obligations between ICL Pathway and the DSS/or POCL
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FUJ00079826
ICL End-to-End Customer Complaint Process _ Ref: CS/PRD/o81
Pathway
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 05/09/2000
Ref: Solution Provider Measure
Step The Solution Provider has ownership of the root cause of the complaint, and
must therefore have the authority of cause removal. In the context of this
process the Solution Provider is likely to be a Pathway supplier organisation
$1 The Solution Provider receives the complaint from the Complaint Owner.
$2 The Solution Provider analyses the complaint details.
$3 The Solution Provider considers the options and proposes a solution.
S4 The Solution Provider establishes the deployment criteria for the solution.
$5 The Solution Provider agrees the solution and deployment criteria with the I M3
Problem Owner
sé The solution is deployed by the Solution Provider organisation according to
the agreed deployment criteria
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 52 of 52
Printed On: [ DATE ]
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway and the DSS/or POCL