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Horizon Service Desk Joint Working Document
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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Horizon Service Desk Joint Working Document
Horizon Service Desk Joint Working Document
HNG-X / HNG-X Application Roll Out Transitional Period / Pre HNG-
X Application Roll Out Transitional Period
Joint Working Document to support the Service Desk Service
provided to Post Office by Fujitsu Services
APPROVED
John Casey Horizon Service Desk
Liz Melrose, POA Service Delivery Team Manager
Internal Distribution:
External Distribution:
Approval Authorities:
Name
Steve Denham
Role
Head of Service
Management
Date
Paul Gardner
HSD Operations Manager
Adam Martin
Post Office Ltd — Service
Improvement (Systems)
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL... 2
0.1 Table of Contents.
0.2 Document History.
0.3. Review Details.
0.4 Acceptance by Document Review.
0.5 Associated Documents (Internal & External
0.6 Abbreviations...
0.7 Glossary...
0.8 Changes Expected.
0.9
0.10
1 INTRODUCTION a7
1.1. Purpose of Document.
1.2. Document Owner.
1.3. Change control...
2 SERVICE SUMMARY.
3 SERVICE AVAILABILITY...
3.1. Contacting the HSD.
3.2. Voice mail...
3.3. Appropriate Calls.
3.4 Inappropriate Calls.
4 END TO END INCIDENT MANAGEMENT.
4.1 Incident Logging....
4.14 Receiving & Diagnosing a Call.....
4.1.2 Routing Call To Other Service Delivery Unit
4.1.3. Updating Existing Call - Repeat Cal
4.14 Closing Incident Record..
4.15 Managing Customer Expectation.
4.2 Master Incident...
4.3. Communication of Business Impacting / Major Inciden‘ 19
4.3.1 Updates to POL Live Service Desk. 19
43.2 SMS. 20
44 IVR 20
5 VIP / HOT SITES ESCALATION
5.1 VIP Process...
5.2 Hot Sites Process.
6 POST SHOP
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6.1. Post Shops Incident Management...
6.2 Post Shops Management Information.
7
71
7.2
7.3. Service Desk MIS.
7.3.1 Daily Reportin:
7.3.2 Monthly Reporting.
7.3.3. Adhoc Reporting.
8 CONTACT DETAILG...........
8.1. Service Delivery Managers, Areas of Responsibility & Contact Details......
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0.2 Document History
VersionNo. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
ot 15/2/07 Draft
1.0 21-AUG-2007 I Approval version
20 04-Sep-2008 I Changes for Acceptance by Document Review: insertion of new
Section 0.4 containing the table of cross references for
Acceptance by Document Review. No other content change.
0.3 Review Details
16" April 2007
Review Comments by
Review Comments to Liz Melrose & PostOfficeAccountDocumentManagement@} GRO
Mandatory Review
Role Name
HSD Operations Manager Paul Gardner (*)
Systems Service Improvement Manager Adam Martin (*)
Role Name
IMT Team Manager John Casey
POA HSD Service Management Mike Woolgar (*)
Issued for Information Please restrict this
distribution list to a minimum.
Position/Role Name
Acceptance Manager David Cooke
(*) = Reviewers that returned comments
0.4 Acceptance by Document Review
The sections in this document that have been identified to POL as comprising evidence to support
Acceptance by Document review (DR) are listed below for the relevant Requirements:
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POL NFR DR _ Internal FS POL Document Document Section Heading
Acceptance Ref NFR Reference Section Number
SER-2206 SER-2181 5 VIP/HOT Sites Escalation
0.5 Associated Documents (Internal & External)
‘eference Vers Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I pimensions
(D0 NOT REMOVE) HNG-X Document Template
CS/IFS/007 Rae ent 7 NBSC Interface
HSD / POL
‘SVM/SDM/SD/0001 Service Desk Service Description DIMo
SVM/SDM/PRO/0018 POA Incident Management Process DIM9
Customer Services End-to-End
SVM/SDM/PRO/0003 Complaints Management Process DIM9
SVM/SDM/SD/001 Management Information Service: I pimo
6 Service Description
‘SVM/SDM/PRO/0020 Enforced Closure Process DIMo
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.6 Abbreviations
Abbreviation Definition
CMT Communication Management Team
HSD Horizon Service Desk
IMT Incident Management Team
MACs Major Account Controllers
MI Management Information
MIS Management Information Service
NBSC National Business Support Centre
OLT Operational Level Target
POL Post Office Ltd
POA Post Office Account: Fujitsu Services
SDU Service Delivery Unit
SLT Service Level Target
SRB Service Review Book
TSMF TRIOLE for Service Management Function
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0.7 Glossary
Term Definition
0.8 Changes Expected
Changes due to the introduction of TSMF
0.9 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.10 Copyright
© Copyright Fujitsu Services Limited 2007. Alll rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services
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1 Introduction
1.1. Purpose of Document
The purpose of the document is to detail the working procedures and practises as agreed between
Fujitsu Services and Post Office Ltd to support the Service Desk Service as detailed in the Service
Desk, Service Description.
1.2 Document Owner
This document is owned by the POA Service Desk Manager, HSD Operations Manager and Post Office
Live Service & Service Improvement Manager, as detailed below:
CONTACT CONTACT DETAILS COMPANY
Liz Melrose Fujitsu Services
(Service Delivery Team Manager)
Mike Woolgar Fujitsu Services
(HSD Service Delivery Manager)
Paul Gardner Fujitsu Services
(HSD Operations Manager)
Gary Blackburn Post Office Ltd
(Live Service Manager)
‘Adam Martin Post Office Ltd
(Service Improvement Manager,
Systems)
1.3. Change control
Changes to this document can be made by either Fujitsu Services or Post Office Ltd, and must be
agreed by either party. The revised document must be submitted to POA Document Management and
entered in the Fujitsu Services Document Management systems — Dimensions.
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2 Service Summary
21 The Service Desk Service provides a first level support, including end to end Incident
management, to Branches and other designated groups, as defined in this Working Document
through the provision of a Service Desk function. Branches or other designated groups within
Post Office or Fujitsu Services experiencing difficulties with any part of the Counter Equipment,
Software or Operational and Call Off Services will call the Service Desk and log an Incident
reporting the circumstances of such Incident.
2.2 The Service Desk Service also interfaces with the Change Management, Asset Management
and Configuration Management systems required to support the Branch Infrastructure and HNG-
X Central Infrastructure.
2.3 The Service Desk Service also acts as an initiator within the Problem Management process due
to its ability to monitor Incident trends against the severity received.
24 The Service Desk Service acts as the help desk interface for the PostShop Service which is
described in the Contract Controlled Document (CCD) entitled: “Service Integration Service,
Service Description” (SVM/SDM/SD/0010).
2.5 Fujitsu Services may provide a non dedicated service desk function sharing the resource with
other Fujitsu Services customers as described within this Service Desk, Service Description.
2.6 The Service Desk Service will act as a central point for information on the working state of the
Services and be responsible for informing Post Office of any service affecting Incidents.
2.7 The Service Desk Service will keep Post Office notified of any scheduled interruptions to the
Operational or Call Off Services where those interruptions are service affecting and will inform
Post Office when the affected services will be restored as documented within the Working
Document entitled: “Service Desk / NBSC Interface Agreement” (CS/IFS/007).
2.8 The Service Desk Service will resolve all calls relating to Incidents as detailed within this
Working Document...
2.9 The Service Desk Service shall provide the facility to receive re-directed calls from other Post
Office helpdesks and help lines as required.
2.10 The Service Desk Service shall manage the resolution of any Incident using procedures that are
defined within the Working Document entitled: “POA Incident Management Process”
(SVM/SDM/PRO/0018).
2.11 The Service Desk Service will accept calls from Branches, Post Office internal departments,
Post Office Clients, NBSC and the POL Live Service Desk.
2.12 The Service Desk Service will accept calls from internal Fujitsu Services capability and support
units as referred to in section 2.1.1.3 of the Service Desk, Service Description.
2.13 Branches wishing to contact the Service Desk will do so by telephoning a Single Point of Contact
(SPOC) telephone number. Post Office undertakes the management and control of this SPOC
telephone number. An Interactive Voice Response (IVR) system will enable the caller to select
an appropriate option to connect to the Service Desk for circumstances where there is an issue
relating to the call types referred to in this Working Document.
2.14 Calls destined for the NBSC which have been answered by the Service Desk will be transferred
to the NBSC in accordance with the processes identified within the Working Document entitled:
“Service Desk / NBSC Interface Agreement” (CS/IFS/007).
2.15 Calls destined for the Service Desk which have been answered by the NBSC will be transferred
to the Service Desk in accordance with the processes identified within the Working Document
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2.16 All Service Desk staff will have suitable and appropriate skills and training and act in a
professional manner whenever dealing with callers, complying with agreed Service Desk
behavioural standards. Fujitsu Services shall ensure sufficient skilled resources are available to
cover for holidays, sickness and natural wastage within Fujitsu Services.
2.17 Fujitsu Services shall provide on line access to the Incident Management System call-handling
tool to Post Office. Post Office shall inform Fujitsu Services as necessary of all Post Office staff
who are authorised to access the tool.
2.18 Fujitsu will monitor the quality of the Service Desk Service to ensure that it meets the Post
Office specifications as documented within this Working Document. This may include the
recording of calls, where this is reasonably possible, for the purposes of monitoring call control,
customer satisfaction, knowledge and system use. Post Office will agree the method and
timescale with Fujitsu Services and reserve the right of audit of any internal quality scoring.
2.19 I Where Post Office chooses to carry out user satisfaction surveys, in the event that any such
survey results are pertinent to Fujitsu Services’ provision of the Service Desk Service, the
relevant survey results shall be shared with Fujitsu Services at the next meeting of the Service
Management Relationship.
2.20 Fujitsu Services will provide information to support the response to Branch complaints to Post
Office.
2.21 Fujitsu Services will escalate to Post Office any Incident that occurs in high profile Branches, in
accordance with this Working Document.
2.22 The Service Desk Service will accept and pass on Banking Transaction Record Queries to the
Security Management Service in accordance with paragraph 2.4.1.8 of the Security Management
Service, Service Description (SVM/SDM/SD/0017).
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3. Service Availability
The Service Desk Service is available via telephone to Branches from 08:00hrs to 18:30hrs Monday to
Saturday (Service Desk Day) excluding Christmas Day. During this period, the Service Desk front line
Agent will be available to take calls from Branches that are received via the SPOC telephone number.
Arrangements for Bank Holidays shall only vary from a normal Service Desk Day where agreed with
Post Office, having regard to their applicability throughout the United Kingdom.
3.1 Contacting the HSD
There are several groups of people who are entitled to service from the HSD as detailed below in Table
One, and two types of calls can be raised:
FAD: call is subject to SLT
PATH: call not subject to SLT & is generally raised internally
Table One
Caller Group Contact Number (see Specific Information Type of Call raised
Table Two) required
Branches Desk Branch Code / nature of FAD
fault
Post Office Ltd IMT / Desk As relevant FAD / PATH
NBSC Desk / IMT As relevant PATH
Fujitsu / Romec . « Branch Code / nature of
Engineering Engineering number fault PATH
SDU Desk / IMT As relevant PATH
Post Office Account IMT / CMT / Team I as relevant FAD / PATH
Leaders
Table Two: Desk Contact numbers
MACs
Engineering Number
Desk Number
GRO.
IMT
CMT
3.2 Voice mail
In the event that the caller calls outside the working hours of the HSD, an option is provided to leave a
voicemail. Voicemail is checked at 08:00 and voicemails left are responded to within 60 minutes. All
details about voicemails are recorded on a call logging form which are stored electronically, and then
added to the Incident Management System.
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3.3 Appropriate Calls
The designated groups of people detailed in 3.1 who have the right of service from the HSD can log the
following incidents:
+ Counter Hardware
+ Branch & Central network faults
+ Software
+ Postshop
+ Central Infrastructure
+ Changes
+ Reference Data
+ BIM Visits
+ Non-Polling queries
+ Security
+ Operational Business Change — Branch & Reference Data.
3.4 Inappropriate Calls
Inappropriate calls are defined as below; all inappropriate calls are logged on the Incident Management
System. If the incident has been investigated by an Agent and the call is deemed to be an inappropriate
call, the desk Agent will give the Post Master an Incident number and either transfer the Post Master to
the NBSC or cold transfer the PostMaster.
+ Calls that are Post Office business issues.
+ Calls that require training/advice.
+ Any issue that is not related to a fault on the Horizon system — eg operational /
procedural issue.
+ Caller requests advice on cash account/discrepancy issues
Below are examples of the issues the NBSC are responsible for advising on:
+ Ifacaller requires a telephone number
+ If acaller wants to order consumables
+ — If acaller is having issue with another unit for example scales, safe alarms etc
+ If acaller has any issue that is NOT related to a fault on the Horizon system
+ If acaller wants to issue a Vault card
+ Ifacaller reports a SWAP icon
+ Ifacaller reports NO entry signs on log out
+ If.acaller advises they are in training mode
+ If acaller requires AP recovery advice
+ If acaller reports they cannot log in or out
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+ If acaller reports problem with their username or password
+ If acaller requests advice on cash account/balancing/discrepancy issues’
+ If acaller requires advice on navigation round the system or transaction advice
+ If acaller requires advice on stock units/adding users etc '
‘ In the event that NBSC have confirmed that there is no procedural issue and that there is a technical
fault, the call will be returned to HSD for progression.
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4 _ End to End Incident Management
All incidents reported to the HSD are managed in accordance with the “POA Incident Management
Process” (SVM/SDM/PRO/0018). Calls are logged in the incident management system
4.1 Incident Logging
4.1.1. Receiving & Diagnosing a Call
HSD Agents will always ensure that they are always ready and able to take a service call, unless they
are doing call related work, when they must set their telephone to Desk Work or away from their desk on
a break, when they must set their telephone to Desk Work. The Agent should also ensure that their
headset is on their head ready for use BEFORE the call is answered to ensure there is no delay or
background noise before greeting the caller & that the call management system is up and running.
This will minimise the delay to a caller when the Agent is retrieving/recording the caller's details and thus
allow more time for the Agent to speak to the caller regarding the problem.
The moment an Agent receives an incoming telephone call, they will greet the customer with the
example shown below. All spoken words are marked in Italics and in “quotes”.
“Good Morning/Afternoon/Evening, Horizon System Helpdesk, [AGENT NAME]
speaking”.
“May I take your Branch code please?”
Branch Code Validation Failure
If a Branch code cannot be given, the caller immediately fails validation. If the reason why the Branch
code cannot be provided is because the PO employee cannot remember, or does not know the Branch
code, the incident will be logged under ‘999999" as Other Queries, QU04 Caller fails initial verification,
Cause: CD3 Unauthorised caller, Repair R40: Service Refused, taking all the details of the caller. The
Agent must then politely decline the call directing the caller to the NBSC for example:
“Unfortunately without a branch code we are unable to assist further. You could contact
NBSC for further assistance.”
If the caller is not entitled to service from the HSD but was given the HSD number to use in terms of PO-
related business i.e., “my pension book has not arrived at the Post Office and the PM said to call you to
ask you for further information about it’, the Agent must take down the details of the caller, name and
number and details about who provided them with the HSD telephone number. Service to the caller must
then be politely declined for example:
“Unfortunately I cannot recall any information on our system regarding your details which
means I am unable to help you further ”
The call should be coded as Other Queries, QU04 Caller fails initial verification, Cause: CD3
Unauthorised caller, Repair R40: Service Refused.
Branch Code Validated
(a) For each call where the Branch code is provided, the Agent must verify the caller with the
information retrieved from the PowerHelp system. The Agent should confirm the following
with the caller:
e Site name (e.g. Post Office name)
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e Telephone number
« Caller’s full name (recording it in the logged call)
¢ Position of the caller
NB: If the telephone number is different from the number listed in PowerHelp, the Agent
MUST ask the caller to confirm that the number is the MAIN telephone number for the Post
Office.
(b) If any of the above details given differ from that displayed in PowerHelp, ask the caller to
confirm the:
« Post code
e Postal address
Details of any changes should be escalated to a PSE and the PM should be advised to
inform the NBSC of the change.
c) If the caller cannot be verified from this information then the AGENT should log the call as
Other Queries, QU04 Caller fails initial verification, Cause: CD3 Agent caller, Repair R40:
Service Refused, on the Problem Management System.
The AGENT will then end the call politely, an example of which is shown below.
“Unfortunately I cannot recall any information on our system regarding your details so I am unable to help
you further. You may wish to contact the NBSC for assistance by dialling i
option 3.
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Taking Information about the Problem
The Agent must establish the reason for the call from the customer; an example of how to obtain this
information might be to ask:
“Which part of the Horizon equipment may I help you with?”
Whilst noting the problem, the Agent must check the red telephone B in the cai Tracking Information
window if it is visible to make sure that there isn’t an incident already open for the caller's current
problem. If there is already an open incident, the Agent must open this call to add an update.
If the call(s) in the red telephone is not related or there is no red telephone, the Agent must record details
regarding the problem and enter it on the Call Management system by raising a new call.
Alerts & Trends
The Agent must look out for key words that may identify a trend whilst noting the problem. Key words
might be ‘usual problem’ or ‘it has happened again’. If Agent believes that there might be a recurring
problem they must check the site history by looking through the calls on the red and yellow telephones
B @ and note any associated closed call reference numbers in the incident log. The Agent will also
assign the PowerHelp incident record appropriate codes and a priority (See HSD Call Coding and
Routing Document, FS/PRO/HSD/002).
When entering a Branch code, the Agent should also pay attention to any “Alerts” a that may appear on
the Query Form. If there is an alert message, the Agent should follow the instructions in the alert text. If
the Agent is not clear on what action to take they should seek advice from a PSE. Should the Agent
believe that the problem being logged raises concerns about the efficient operation of the site (or the
Helpdesk) they should raise these concerns immediately with their PSE or Team Manager, who will, in
turn, immediately escalate to the IMT.
Ending the Call
Whether the incident is going to be closed or progressed, the Agent must always give the caller a unique
incident record number, taken from the PowerHelp system, to that problem when ending the voice call,
as follows:
“Your incident reference number is E-Oxxxxxxxx. Please always use this as a future
reference of this incident and if you require further information regarding this problem.”
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Receiving & Diagnosing a Call
Process Activity
Receiving a Call I Validating a call 1. Desk Agent will ask branch for the Branch Code & input into the Call box and log call
2. If the Branch Code is invalid number will be rechecked with customer and re input.
3. If Branch Code number is still invalid caller is advised to contact NBSC to be validated with the correct Branch Code.
Confirm call details 1. Desk Agent will confirm with the caller that the site details are correct, namely site address, post code, contact name and
telephone number.
2. If contact name and site telephone number are different to that displayed, these will be overtyped
3. If address is incorrect, HSD will escalate call to NBSC to have these details amended on database.
4. Agent will check any alert boxes if present as these will highlight any important site information for example VIP status and
also identify trends.
Identify Product and 4. Caller will be asked for product which appears to have the problem and details of the fault
problem
Diagnose Call 7. Agent will diagnose problem using own knowledge or web based tools — there may be a series of diagnostic questions
which the Agents will have to ask the caller..
2. If the Agent is unable to diagnose the fault, the call will be routed to appropriate SDU — see section 4.1.2. The Caller will
be provided with an unique reference number & provided with expected resolution time, in accordance with SLA
3. If the Agent is able to diagnose fault, this should be resolved using own knowledge or web based tools..
4.1.2 Routing Call To Other Service Delivery Units
If following diagnosis the HSD cannot resolve the call, the call will be routed to the appropriate SDU.
Process Activity
Advice and Guidance Caller has phoned in with a query or that is not a Hardware/Software or network related issue. The caller requires
Call advice & guidance only for example how to use the Horizon kit etc.
Inappropriate Helpdesk I 1. Agent will log the call as in section 4.1.1
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2. Caller will be advised they have come through to the wrong Helpdesk and advised to call the NBSC
3. The HSD call will be closed.
Software/Network Call This may be a call where the caller is unable to use the system due to a software or network issue, in this incidence:
Agent will log the call as in section 4.1.1. (input appropriate call type ie network or software)
Call log will be updated with diagnostics
. Call reassigned to the appropriate SDU (EDSC for Software Issues/CMT Network)
Hardware Call
. Agent will log the call as in section 4.1.1.
Call reassigned to default Engineer action group UKSS1
PO Closure
1
2
3.
1
2. Call log will be updated with diagnostics
3.
1. Call logged as PO closure Call
2
Enforced Closure Process (SVM/SDM/PRO/0020) followed
4.1.3 Updating Existing Call - Repeat Call
Process ity
Identify Call 1. Call Identified as an existing call
2. Agent will obtain the customers Branch Code and if possible the call number.
3. _ Ifa call number is not available, the Agent will look through the open calls against that Branch Code and select the one the
customer is calling about.
4. Agent will identify reason for phone call for example customer providing update, additional information etc.
Update call 1. Agent will update call log using a ‘Repeat call’ action box stating that there had been an enquiry on the call.
2. If caller is phoning to give an update on the call, activities log will be updated with relevant information
3. If further action is required then the call will be actioned accordingly.
4. If the existing call has been updated on multiple occasions then this will be escalated to PSE or SDM
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Engineer Support 1. If caller is an engineer calling on the support line, the Agent will update the call log with an ‘Engineer Support’ action box.
Call
2. The information of the engineer's support request will be noted and actioned.
4.1.4 Closing Incident Record
Process A
Call Closure Identify Call Agent will identify whether call is a closure or clearance.
(Closure being call is completed no further action is required and it has been agreed with the customer to close the
call)
Call Closure T. Agent will close the call within Powerhelp entering the relevant call information (cause, repair codes etc),
including details of what actions and SDU resolved the reported issue.
4.1.5 I Managing Customer Expectation
The HSD are responsible for updating the PM on Engineer arrival time and progess of long running calls. When a Hardware call is logged, the ETA for the engineer
arrival time should be given as when the SLA expires — where possible the desk should take into consideration the opening hours of the branch. The communication
to the branch should be an am or pm estimation.
For long running calls — hardware calls for which the SLA has expired or Comms calls, the branch should be contacted when a) there is a significant update OR b)
every couple of days. Branches should be called even if there is no update in order to reassure the branch that work is still continuing on the fault.
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4.2 Master Incident
In the event that an incident is identified which could generate multiple calls to the HSD, a master
working call is raised and all calls will be logged against this master record. This record will then be used
to capture the progress of the incident.
This can occur as a result of:
e High Call Volumes: If HSD notice high call-volumes (benchmark of 15 calls waiting) the IMT will
investigate if there is a trend in calls and Incidence, using the Incident Management System. In
the event that a trend is identified, a working master call will be raised and sent to the relevant
SDU for investigation.
e SMC / SDU Identify Incident: SMC/SDUs will notify IMT in the event of an incident, who will
raise a working master call and assign to the relevant SDU for investigation. HSD will be
provided with the call reference number.
e Major Incident: If an MIR is required, IMT raise an A Priority Powerhelp call and reassign it to the
HSD IMT action group
Raising Master Incident
In the event that a master record is raised, IMT will gather as much information as possible regarding the
incident and log it all in the problem text. This will include information on what is down, how many sites
are affected, and who has been notified of the incident. Once the area of responsibility is identified, the
corresponding Service Delivery Manager will be contacted
The Service Delivery Manager will advise on actions to be taken.
Updating Master Incident
The Master Incident will continue to be checked and updated during the lifecycle of the incident and all
calls to the desk will be logged on this incident.
Closure of Master Incident
Once the incident has been resolved, the master record will be closed.
4.3 Communication of Business Impacting / Major Incident
The Service Delivery Manager will review the master record and identify if the incident is or is potentially
Business / Service Impacting. If these criteria are met, extended communication will take place as
detailed below.
4.3.1. Updates to POL Live Service Desk
Following review of the master record, the Service Delivery Manager will confirm if and when POL Live
Service Desks to be notified, in accordance with the Major Incident Process (SVM/SDM/PRO/0001). IMT
are responsible for the communication to POL Live Service Desk and all updates must be checked in
advance with the Service Delivery Manager.
The frequency of verbal updates must be agreed with POL Live Service Desk and strictly adhered to; i.e.
if updates are agreed to be hourly, then a conversation must take place, even if there is no further
update.
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43.2 SMS
All communications on MIRs and Business Impacting Incidents are communicated via the SMS process
using Outlook and each message has a maximum capacity of 160 characters.
* The first and the last SMS must be sent to POA SMS INTERNAL and POA VIP GROUP.
« Interim SMS updates must ONLY be sent to POA SMS INTERNAL.
The SMS to the TECHNICAL BRIDGE is an alert to the Technical experts to attend a conference call to
discuss the incident to identify an action plan.
The Service Delivery Manager must authorise which Dlist is to be utilised and the message is agreed by
the Service Delivery Manager and sent out by IMT.
4.4 IVR
Activation
If determined necessary by the Service Delivery Manager or HSD Team Managers an IVR can be
installed on the phone system. There are numerous pre-recorded IVR options which can be selected
which are detailed in the Incident Management process (PRO/HSD/005), however until the root cause is
determined the high call volume IVR (reference HSD_DR1) should be put on the system. IVRs are
activated by
« IMT call the Network Business Support Centre on? GRO !, selecting option 2.
« IMT advise the NBSC Agent that they wish to invoke the IVR, quoting the IVR reference relating
to the appropriate message, on the following number (¢ ‘option 2).
e IMT ensure that they enter the name of the Agent and the time they activated the IVR in the
MIR.
Updating IVR
Once IMT has liaised with the Service Delivery Manager and is aware of exactly what the problem
is, then the IVR can be changed to a more specific message as detailed below. The IVR references can
be found in the Incident Management process (PRO/HSD/005)
* IMT call the Network Business Support Centre on! GRO
selecting option 2.
¢ IMT advise the NBSC Agent that they wish to change the IVR, quoting the IVR reference relating
to the appropriate message, on the following number (I ption 2).
e IMT ensure that they enter the name of the Agent and the time they changed the IVR in the MIR.
Removing IVR
Once the incident has been resolved the IVR needs to be removed.
« IMT call the Network Business Support Centre on rc 3 selecting option 2.
e IMT advise the NBSC Agent that they wish to remove the IVR, on the following number ¢
‘option 2).
e IMT ensure that they enter the name of the Agent and the time they changed the IVR in the MIR.
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5 VIP / Hot Sites Escalation
5.1. VIP Process
VIP Branches are sites where POL would like increased focus and enhanced communication in the event
of an Incident. The list is controlled by POL. The Branches listed may be changed by POL without
formal change control via local agreement i.e email to the Branch Network Services Team.
Any branch on the VIP list has a flag marker in the Incident Management System so that the HSD are
aware that the branch should follow the process below:
« HSD alert IMT when call comes into the desk.
e Assoon as IMT are aware, IMT contact POL Live Service Desk 09:00 to 17:30 only & POA DM
and advise of the incident. SMS sent.
e Updates will be provided to both POA DM and POL between 09.00 and 17.30 hrs Mon to Sat,
every hour. If any other updates are required, this will be at the sensible discretion of the POA
DM.
* Once fault resolved IMT confirm fault closed to POL Live Service Desk. POL Live Service Desk
inform Service Improvement Team. SMS sent
Should a VIP Site go down outside of these core hours, POA DM and POL will be notified as
soon as is possible between 08.00 and 09.00 hrs.
The list of VIP sites is located M:\HSH Documents\Service Control\VIP Site list.
5.2 Hot Sites Process
Hot sites are sites which POL would like increased focus on and enhanced communication in the event
of an Incident. The Hot Site list is transient and can be updated by POL or Fujitsu Services. The Hot
Site list is made up of 3 types of Hot-sites:
1) Ad-Hoc Hot Sites (those which have experienced significant issues / high profile complaints / history
of issues.) The addition of these will be at the request of POL, and the removal of them will be
discussed at the BS ORF.
2) High Profile OBC activity. The OBC team will request the addition of high profile openings,
relocations, or conversions to the hot sites list. These branches should remain on the list for 2 weeks.
Any branch on the hot sites list has a flag marker in the Incident Management System so that the HSD
are aware that the branch should follow the process below:
« HSD alert IMT when call comes into the desk.
e Assoon as IMT are aware, IMT contact POL Live Service Desk 09:00 to 17:30 only & POA DM
and advise of the incident. SMS sent.
e Updates will be provided to both POA DM and POL between 09.00 and 17.30 hrs Mon to Sat,
every hour. If any other updates are required, this will be at the sensible discretion of the POA
DM.
« Once fault resolved IMT confirm fault closed to POL Live Service Desk. POL Live Service Desk
inform Service Improvement Team. SMS sent
Should a HOT Site go down outside of these core hours, POA DM and POL will be notified as
soon as is possible between 08.00 and 09.00 hrs.
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6 Post Shop
Geller is a 3rd party company that supply standalone tills for 160 Post Shops sites.
Geller supply all hardware, except for the back office printer, which Fujitsu supply and Geller repair. The
PostShops hardware will not be linked to Horizon in any way, however, Cash Account has to be entered
manually into Horizon daily.
HSD acts as a single point of contact for PMs and staff using Geller. Support is provided during the
following periods:
HARDWARE SUPPORT: 0830 - 1800 Monday - Friday
SOFTWARE SUPPORT: 0830 - 1800 Monday — Saturday
6.1 Post Shops Incident Management
e Branches with Postshops faults, should contact the HSD as detailed in Section 3.1.
e Front line Agents will run through checks with the caller. If the fault is still unresolved HSD
reassign the call to the Geller action group and voice IMT. NB. Any hardware calls logged on a
Saturday should be passed to Geller action group and IMT will pick these up on the Monday
morning.
« IMT will contact the Geller helpdesk ont and provide details of the incident. IMT
will obtain the Geller reference and enter onto the Fujitsu Incident Management system.
e If an Geller engineer is required to rectify a fault, Geller will notify the PM and IMT of ETA. IMT
will update the call. If Geller has no communication with IMT, IMT will chase Geller for daily
updates as appropriate. (8 hour SLA for site down. 2 day fix on all other calls)
« Once the call has been resolved, Geller will notify IMT, who will then close the Fujitsu Services
Incident.
6.2 Post Shops Management Information
IMT are responsible for tracking the Post Shops Incidents and providing the MI for the monthly reporting
to Post Office Ltd, via the Service Review Book.
The information provided is:
« Number of calls received
« Number of calls resolved within 8 hrs
e Number of calls resolved next day
« Number of hardware / software faults
e Number of outstanding calls
Information is captured by IMT on the Geller Stats spreadsheet stored on M:\HSH Documents\Service
Control\Geller\year\geller stats. In order to calculate the SLT, IMT also classify the faults as
Critical: Post shops terminal down
Non Critical: Post shops terminal able to trade
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7 Service Desk Service Metrics
7.1 SLTs
The SLTs are specified in the Service Desk Service Description (SVM/SDM/SD/0001), and are
measured and reported as detailed in Service Description section 3.3.1.1.1.
The specific method of
calculation for each target is detailed below.
SLT
Calls Answered within 30
seconds
Method of Calculation
(Calls Answered within 30s/Total Calls Answered)*100%
Average Time to Answer
Sum (Time agent picks up a call - Time call assigned to agent)/Total
calls (Seconds)
Calls not answered I ((Total calls abandoned — calls abandoned < 10 s)/Total calls
(Abandoned) offered))*100%
First Time Fix (Total Incidents - Number incidents where a piece of equipment has
failed twice in 24 hrs)/Total Incidents))*100%
Availability of Service Desk
Voicemail Service outside of
Service Desk Standard hours
((Total number of non-std hours — Number Hours VM_ not
available)/Total number non-std hours))*100%
Voicemail calls raised out of
the Service Desk Day on the
Fujitsu Services call logging
system responded to next
Working Day with ring back
commencing at 08:00hrs.
((Total VM calls raised — Number of VM not responded to next day)/
(Total Number VM calls raised))*100%
Software incidents resolved by
re-boot or the application of a
work-around <= 15 minutes
((Total number of SW incidents resolved by re-boot or workaround -
Total number of SW incidents resolved by re-boot or workaround
resolved in <= 15 minutes)/ (Total number of SW incidents resolved by
re-boot or workaround))*100
Software incidents resolved by
re-boot or the application of a
work around < = 30 minutes
((Total number of SW incidents resolved by re-boot or workaround -
Total number of SW incidents resolved by re-boot or workaround
resolved in <= 30 minutes)/ (Total number of SW incidents resolved by
re-boot or workaround))*100%
7.2 OLTs
The OLTs associated with the Service Desk relate to the Complaints Process as documented in “POA
Customer Services End-to-End Complaints Process” (SVM/SDM/PRO/0003).
OLT
Standard Complaint Response
time
Method of Calculation
Details of the date complaint arrived & returned to POL is captured in
spreadsheet — difference between is captured & calculated.
High Profile
Response
Complaint
Time of arrival of complaint & return of complaint is capture & difference
between is calculated.
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7.3 Service Desk MIS
7.3.1 Daily Reporting
The HSD provide daily SLA numbers and weekly average call duration via email to POL. The HSD use
reasonable endeavours to supply these stats by midday on the next working day.
‘Sunda Feb 2007 I Mon 05 Feb 2007 I Tue 06 Feb 2007 I Wed O7 Feb 2007
“Thu 08 Feb 2007 I Fri0@ Feb 2007
Sato
Target I Volume [Achieved] Volume] Achieved I Volume] Achieved I Volume]
“Achieved
Wotume]
Achieved] Volume Achieved!
Volume]
‘Gall Answering Performance
‘Actual Calls Offered
<i ia
“aL
cm
‘Calls Engaged
“Total Inbound Calis
oar
(alls Abandoned < 40 seconds
27
Total Calls Availto be Ans
‘Calls Answered
‘Calls Abandoned > 40 seconds
Calls Answered <30 seconds
‘Voice Mall SLT.
‘Voice Mail Calis Responded
“Total Voice Calis Registered
Total Voice Calls Logged
Forecast [Week to date I Monthto date:
‘Actual Calls offered 14500. 3031 5014
‘Calls Answered 2921 4826
‘SLA Conformance SLA Tai ACTUAL ACTUAL
“Answered < 30 seconds >=80%
‘Abandonment Rate. 5%,
"Total Voice Calls Registered 33, ‘a7
‘Total Voice Calls Logged, 25 29
Voice Mall SLT 700%,
Volee Mail Calls Responded 25 28
7.3.2 Monthly Reporting
The HSD provide a monthly report of all metrics as depicted below — this report is distributed via email &
also provided in a different format in the Service Review Book.
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Monthly Report
‘Beak Conner] ost once
Mont February
Tapas [ones] nora Dente 7 Fae
aris Wow eet es aed on Go Managemen Sart ces Ee, Te saa
Narbero Seat or equivalent sgpored by the desk 34538 Err 3516 Ero
Serves Desk Perfomance Dat SUA Achevere
Taal inbound Cals Oferes Vou xT na am me
Teil inbeund Cols araneres Volos I 75 Sst 72190 sa62,
Teal Outbound Cale Voure! a aT, 5257 4.090
Cal pio: (Gants new Caliincident kets to} [om “ss [Recoicuated) vez [Recalcuated] tse I ReceloutedI 146
‘al abandonment SA erivedI sare I 0.62% 0.62% [sm [257% [zone
‘Gal snsneres SLA sehsved I BO20% 33.71% Ba6i% I earme
‘Average Tine To Answer no 7. 7 7
Vezensi ST! “a0 “0% “0 oom
Service Des Fret Te ic Rats acrived I= as 0% ae a8 ci
cs Ea ry ET
35 3 2 2
Ea 010 ors a
‘OT Fares VouneI 6 ry +0 zr
TSO Pato reas I ree Tae TS. EE
SO NESCI 3160 I —_sz77 2580 212 2738
FSD Engineer aie I 25 578 5668 528
CUT Engines Cre Th 252, ca
itd Cie a2 cl [=
TOaD cal Type Vous}
Hoedie I cee ROE rT
+ fos 8 2
Tape S65560I
Tot us Upset
aswered Ve Lageed (ne Upasess
a:
Prosaivey Raed Cal]
Non Pong [ues] 1688 I oe I ETC Tats 7
Counter svertng oo} 0 fo 7 itl 088 eee
Cal opaaes]
Ergroonng Suppo Fa AZ ET Ta Tae Te
Repeat cals [I 2650 I 2095 I 2,700 2a 2.55 17a
Teas Sia I 460 I ae 4075, dees Baas
Ey a A BT = 7 ial
“Sprem Senacs Peformance boa)
Ser scvedin month A Prony aus I Seis I 600M [STOR] SACO, ae aa Tee
SLA lov schevedin monty 8 Prony hous [aie I 76.0% I 72508) Na messued Ft asus ct mensre ictmeasrel
Sioa chavedin roth C Prity 6.30 ext working soy [SSH I 9.50% [5 7O%T 3.00%. 28 90% 240% TEC
“Alor naevedin month: C Prost 1830 next waking day sus [hows MOOR] 61.70% [95 fox] SASON. a8 10% 00% i
7.1.3. Adhoc Reporting
When requested, the HSD will use reasonable endeavours to produce service information, in electronic /
and or hard paper copy, and shall deliver this information to POL within five days or to agreed
timescales. In the event that significant incremental resource or system cost may be incurred by Fujitsu
in carrying out this request, there may be a charge associated with this request as detailed in the
Management Information Service: Service Description (SVM/SDM/SD/0016).
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8 Contact Details
8.1 Service Delivery Managers, Areas of Responsibility &
Contact Details.
OOH Duty Manager Pager (I = GRO. )) is to be used between the hours:
17.30 - 09.00 Monday to Thursday
17.00 - 09.00 Friday
24 hour i.e. all day Saturday/Sunday
Outside of these times, please use the contacts list below
ESCALATION
T
AREA OF RESPONSIBILITY EXAMPLE INCIDEN’
CONTACT DETAILS BACK UP
Infrastructure issues. Network Incidents Alex Kemp
Pete Thompson
Data centre issues
NT/ UNIX / Data Centres Storage Incidents
All network issues NT /UNIX Incidents
Banking and Online Services I Online Service outages I Mike Stewart Pager Liz Melrose
(inc: DVLA, Debit Card, EPAY)
1st point of 3° Point of Contact
contact
Banking and Online Services _I Online Service outages I Mike Woolgar Liz Melrose
(Inc: DVLA, Debit Card, EPAY)
2nd point of 3 Point of Contact
contact nse
Reference data escalations New product not Dave Wilcox Kevin McKeown
functioning
APS/TPSISAPIPOLFS, LFS _ IFiles Not delivered, Datal Kirsty WalmsleyI Liz Melrose
Transfer
4 Point of 3° Point of Contact
Contact oe
“GRO
APS/TPSISAPIPOLFS, LFS _ IFiles Not delivered, Data] Mike Woolgar Pager Liz Melrose
Transfer
2nd point of 3 Point of Contact
contact
Mobile
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Business Continuity
Invoking business
continuity incident
Tony Wicks
Pete Thompson
Engineering Major issue with Leighton Machin] Liz Melrose
engineering service
'1** Point of contact 3° Point of Contact
Engineering Major issue with I Adam Parker Liz Melrose
engineering service
2 Point of 3° Point of Contact
Contact
Branch services
Potential environmental
issues at individual
branches
Denise Miller
OBC Escalations OBC job going wrong/ I lan Venables Chris Bourne
press involved /unhappyI :
postmaster i
Major software problem —_I Major software problem] Mik Peach John Simpkins
HSD/SMC/PostShops Major Powerhelp call I Liz Melrose Steve Denham
logging issues. Major
PostShop outage
Security Security Issues Brian Pinder Naomi Elliott
Virus Alerts
Release Management / Service
Introduction
Issues caused by
Releases
Graham Welsh
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