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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Name Role
Alex Kemp Post
Hosting & NTS Lead
POA Customer Service End-to-End Customer Complaints
Procedure.
Joint Working Document — Procedure (PRO)
HNG-X
This document describes the POA End-to-End Customer
Complaints Procedure.
APPROVED
Sandie Bothick ES Service Delivery Manager
Nick Crow, Steve Bansal, Steve Gardiner, Chris Harrison
As reviewer / approver lists
Signatu
Office Account MIS
lan Humphries Atos Service Delivery Manager
Note. See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ON/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.........scsssssssssesessesesesessensenssssesssseeasacenseseesenessseessesseeeeceseceene 2
0.1 Table of Contents... 2
0.2 Document Histo! 4
0.3 Review Details. 4
0.4 Associated Documents (Internal & External 5
0.5 Abbreviations.. 5
0.6 Glossary.. 6
0.7 Changes Expected. 6
0.8 Accuracy... 6
1 INTRODUCTION
1.1. Process Owne!
1.2. Process Object
1.3. Process Rational
2 MANDATORY GUIDELINEG...........cccscscssssesssssssseseseseeesesesescseseensnsosseensnsseseasaceesens 8
3 DEFINITIONS.
3.1. Standard Complain
3.2 High Profile Complaints.
3.3. Management Informa'
3.3.1 Complaint Logging.
3.3.2 Complaint Closure.
4
4.1.1 Complaint Process.
4.1.2 High Priority Complaint Process..
END-TO-END COMPLAINTS PROCESSEG.........sscssscsssssesesseneesseseseesesesenseeeenes 1
5 DISPUTED COMPLAINTG.........ccssssseseescsssssssssssssssasnssestseesensarsteceesatetesasessseneeaees 16
6 PROCESS OUTPUTS. 17
6.1 Management Information.
6.2 Corrective Actions / CSIP:
6.3 BIM Referral.
7 ROLES AND RESPONSIBILITIES...........ccscsssssssesesscsesssesersesssessneessetesnsseenentees 18
7.1. Atos Complaint Management Team.
7.2 The MAC Team...
7.3 Service Delivery M
7.4 Service Delivery Units...
7.5 MIS Service Delivery Manager Team Lead.
8 APPENDICEG.........s:cscssssesesesesesseseseecsesssnsnsssasassessscessesnsrsensstarecesentesececessseenseasess 19
8.1 Contact Details...... 19
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
o4 03-Oct-06 First draft — to detail the End-to-End Customer Complaints
Process. Draft taken from IMT Complaints Procedure
(PRO/HSD/016)
02 10-Oct-06 Typographical errors corrected following review. HPC process
detailed as separate process.
1.0 6-Nov-06 Updates from review of 0.2 added. Document issued for review
14 25-Sept-07 Updated with revised complaints process — all complaints re
Fujitsu Services are passed for formal investigation
1.2 25-Sept-07 Updated with reference to BIM referral process.
2.0 24-Dec-07 Issue for Approval
24 02-May-13 Updated complaints process and reviewer details
2.2 12-Jun-2013 Revised following review
3.0 24-Sep-2013 I Approval version
34 29-Aug-2014 I Removal of reference to HSD and IMT CCN1409a
32 22-JUL-2014 I Amendments following review
33 29-Aug-2014 _I New interface to Atos via MAC team
35 23-Jul-2015 For Internal review. Removal of references to Engineering I CCN1423
Service
36 11-Jan-2016 Revised following review and issued for Atos review
37 12-Jan-2016 Section 7.1 amended following Atos review.
40 12-Jan-2016 I Approval version
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
Role
Name
and
POA MIS Lead SDM
Alex Kemp
Atos
Role
Martin Woollcombe-Adams
GRO i
Optional Review
Name
Fujitsu POLSAP & Credence SDM. Gaby Reynolds
Fujitsu POA SDM Incident and Problem Manager I Steve Bansal, Steve Gardiner
Fujitsu POA MIS SDM MACCMT and OBC teams__I Sandie Bothick
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Fujitsu POA MIS SDM Chris Harrison
Fujitsu BIM Nick Crow
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account HNG-X I Dimensions
(D0 NOT REMOVE) Document Template
PRO/HSD/016 23 22/09/06 Incident Management Team Complaints
Procedure
SVM/SDM/SD/0016 Management Information Service — Service I Dimensions
Description
SVM/SDM/PRO/0019 Branch Issues Management Process Dimensions
Abbreviation
0.5 Abbreviations
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
Definition
AtG Advice & Guidance
BCP Business Continuity Plan
BIM Branch Issue Manager
CMT Communication Management Team
csIP Customer Service Improvement Programme
FIO For Information Only
HPC High Profile Complaint
ITIL Information Technology Infrastructure Library
KA Knowledge Article Error Log
KEDB Known Error Database
MAC Major Account Controller
MBCI Major Business Continuity Incident
MI Management Information
MIS Managed Infrastructure Services
MP Member of Parliament
NBSC Network Business Support Centre (POL)
ocp Operational Change Proposal
PO Post Office
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POA Post Office Account (Fujitsu)
POL Post Office Limited
RFC Request For Change
SCT Service Continuity Team
SDM Service Delivery Manager
SDU Service Delivery Unit
SLT Service Level Targets
SMC Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
SSC System Support Centre
VIP. VIP Post Office, High Profile Outlet
0.6 Glossary
Term Definition
0.7 Changes Expected
eRe aeene eee
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
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1 Introduction
1.1. Process Owner
The owner of this process is the Lead Service Delivery Manager MIS POA & the MAC Service Delivery
Manager
1.2 Process Objective
The key objective of the process is to ensure effective and efficient management of Customer
Complaints and to ensure:
e Clear documentation of each complaint & the progress of the complaint through the process.
« Complaints are dealt with in accordance with the timescales as detailed in this document.
« Key areas of customer concern are captured and fed into Service Improvements
e Service improvement actions are identified
e Provision of MI
e Provision of clear defined roles and responsibilities
e Improved governance
1.3 Process Rationale
This document outlines the management process and guidelines to be followed in the event of a
complaint from a branch.
The aim of the document is to provide a pre-defined process which must be applied to all complaints
received from a branch.
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2 Mandatory Guidelines
The following guidelines should be adhered to.
« The MAC team should be the entry point for standard complaints into the Fujitsu domain. Any
standard complaints will be received directly from the Atos Service Desk/Atos Complaint
Management team into the MAC team for logging and processing in accordance with the end-to-
end standard complaints process.
« When complaints are passed to the MAC team and in turn SDM’s, they should be fully
investigated and a clear response given within the timescales detailed on the complaints form.
e Standard complaints should be processed within 5 working days, unless otherwise agreed by
Fujitsu following a request by Atos on behalf of Post Office Ltd.
e High Profile complaints should be processed within 8 working hours unless otherwise agreed by
Fujitsu following a request by Atos on behalf of Post Office Ltd
Complaint Template
Response required to be returned by XX/XX/XX EOD
The Post Office Incident Coordinator Team have received the following complaint from
FAD Code XXXX XXXXX
Branch Name xxxx xxxxx
TS Reference Number xxxx xxxxx
Which relates to your team:
<Add complaint here>
Please investigate the complaint accordingly and respond capturing the criteria outlined in the following MDS:
> Is the Complaint Valid
» If Yes - Please explain what went wrong in a format that can be sent to the customer
» If yes - What corrective action is taking place to prevent a reoccurrence
> If No- Please explain in full why not, in a format that can be sent to the customer
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3 Definitions
3.1 Standard Complaint
A complaint is a formal notification by a branch that they are dissatisfied with the Service or the
Customer Experience provided by Fujitsu. Complaints can be raised against any aspect of any Service,
and can include complaints about:
e Incident Management — speed of resolution & customer experience — timeliness of updates,
management of expectation.
« Technology - reliability of branch network, central infrastructure and application performance
The majority of standard complaints are logged via the Atos Service Desk/Atos Complaints Management
team (in their role as Post Offices managing partner), who are responsible for managing the complaint
and where appropriate providing feedback to the branch. Not all complaints require feedback, as
branches can log complaints for information only; however any complaint which requires investigation
must be passed to the MAC team for —Fujitsu to provide a formal response. Branches can log complaints
during normal working hours but the review, validation, investigation and response by Fujitsu will only
take place between Monday and Friday.
The standard complaints process is detailed under section 4.1
3.2 High Profile Complaints
Some complaints are categorised as High Profile Complaints (HPC), which indicates that senior
management within POL are aware of the allegations and will be copied on the completed investigation.
AHPC can be logged through several methods for example, MP escalation or POL Senior Management
escalation. High Profile Complaints are managed by Atos (in their role as Post offices managing
partner) by the appropriate Service Manager, who is responsible for compiling the formal response. Not
all HPC require investigation by Fujitsu, however when applicable, the response must be turned around
within 8 working hours.
The high profile complaints process is detailed under section 4.2
3.3 Management Information Definitions
3.3.1 Complaint Logging
The definitions below categorise the complaint when it is passed to Fujitsu, and is provided by the Atos
Complaint Management team when the complaint is emailed to the MAC team.
3.3.1.1. Duplicate Complaint
Branches sometimes will contact Atos on multiple occasions regarding the same complaint. Atos will
forward the complaint to the MAC team and the MAC team will manage the first instance that the
complaint was raised and reject the other complaints referring to the original.
3.3.2 Complaint Closure
Once a complaint passed for investigation has been reviewed by the SDM, it is classified as either
Justified or Not Justified for the purposes of Fujitsu's monthly reporting, before return to the Atos Incident
Management team.
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3.1.1.1 Justified Complaint
Accomplaint is classified as Justified if following investigation Fujitsu agrees that the branch had cause to
complain and that the Service provided was unacceptable.
3.1.1.2 Unjustified Complaint
A complaint is classified as Not Justified if following investigation Fujitsu has evidence to demonstrate
that the service provided to the branch was of an acceptable standard, although areas for improvement
may exist.
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4 End-to-End Complaints Processes
Complaints Process
Atos Service Desk MAC POA EUC SDM SDU
( -——-
50M reviews, ves
“cane
2 eS
fom e conga
No
POAEUE SOM rene]
ening cia ae
‘os complains process a
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Deseri
Branch believes that they have reason to complain about the service provided by "
Fujitsu and has raised complaint via the Atos Service Desk/Atos Complaints
team.
Complaint is emailed to the MAC team using the agreed template, containing
« FAD Code
¢ — TFS incident ref
e Description of complaint
The MAC team have 5 working days to provide a formal response back to the
Atos Complaints Management team on receiving this email.
The MAC team update complaints stats
spreadsheet & populates complaint form
with relevant information
The MAC team update the standard complaint form template with the details of
the complaint, and investigate the detail around the complaint, capturing details
from calls logged in the Incident Management system.
MAC team
Primary Service against which the
complaint logged identified and complaint
sent to appropriate SDU
Once the background information around the complaint has been investigated
and entered into the complaints form, the MAC team email the form to the SDU
aligned to the service area of complaint as detailed in section 8.1 when
appropriate. The MAC team also update the complaints spreadsheet to track the
progress of the complaint.
MAC team
Is input required from SDU?
The MAC Team determines if input is required from SDU. The MAC team will
send the complaint to the relevant SDU requesting a formal response. The MAC
team will also advise when the formal response is required to be returned by.
POA SDU/POA MAC
SDU investigates complaint
The SDU investigates complaint.
SDU
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POA MAC Team reviews complaint and The MAC Team identifies if the complaint is justified or not, updating the form. POA MAC Team
classifies whether justified or not In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be detailed on the
complaint form and where appropriate added to the Service CSIP register, for
discussion at the appropriate service review.
The MAC team update the complaints Upon receiving the completed complaints form the MAC team populate the I MAC team
spreadsheet complaints spreadsheet with the details, The MAC team return the completed
complaints form to Atos.
In the event of further response required I Atos process the complaint in accordance with their internal processes to provide I Atos
the complaint is returned to the MAC
team, who pass to SDM
feedback to the Branch.
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High Profile Complaints Process
T
Atos Service Manager MAC POA SDM
(start)
\ )
2
HPC complaint
received
Complaint
Complaint
Nees appropriate
Comelit Fu
‘should be
leary SoM
marked ss
HPC & FIO
x
MAC update: POA SDM investigates.
complaints stats complaint and confirms I
spreadsheet whether justfied or
‘ot
y ——*__
Full details of
(ena sy complaint, rationale of
S decision, and if
applicable, proposed
setvice Improvements
retumed to Atos
Service Manager.
MAC cold
_¥ x
Atos Servioe
MAC update
ene complaints stats
and processes in Srecomest
‘accordance with POL
HPC process
——
End )
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4.1.2
Process
I Box
High Priority Complaint
criptio:
Action owne:
HPC Received
High Profile Complaint received within POL and passed to Atos Service Manager
or Atos Complaints team.
Atos
Complaint emailed to appropriate Fujitsu
SDM
Fujitsu comment on the HPC is required and the complaint is passed via email to
the appropriate Fujitsu SDM, as detailed in section 7.1.
From the point the email is received the SDM has 8 working hours to reply with a
formal response.
Atos/POA Service Delivery Manager
POA SDM investigates complaint and
confirms whether justified or not.
The SDM investigates the HPC with internal and external SDUs if appropriate.
The SDM identifies if the complaint is justified or not.
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be added to the
Service CSIP register, for discussion at the appropriate service review.
POA Service Delivery Manager
Full details of the complaint, rationale or
decision and if applicable proposed
service improvements is returned to Atos
The POA SDM returns full details of the complaint investigation, rationale for
decision and service improvements to the Atos Complaint Manager.
POA Service Delivery Manager
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5 Disputed Complaints
In the event that the Atos Complaints Management Team is not satisfied with the classification of the
complaint as justified / not justified or with the explanation of the events, the complaint should be passed
to Fujitsu MIS Lead Service Delivery Manager providing details of what further investigation is required
to be carried out.
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6 Process Outputs
The following are outputs / possible outputs from the complaints process:
e« MI
* Corrective actions / CSIPs
¢ —BIM referrals
6.1 Management Information
MI on the complaints is produced on a monthly basis and is discussed at the service review when
requested.
The information provided consists of the following:
e Total number of complaints relating to Fujitsu
e Number of complaints passed to Fujitsu
e Number of complaints classified as Not Justified
e Number of complaints classified as Justified
Commentary is provided on the complaints covering the nature of the complaints, top services areas of
complaint & the actions Fujitsu are taking to resolve/ reduce complaints, including any updates on
previously reported actions.
The full spreadsheet tracking the complaints can be provided on request.
Any requests for MI should be passed to the MAC Service Delivery Manager.
6.2 Corrective Actions / CSIPs
The response to any justified complaint will by default contain corrective actions to address the root
cause of the complaint. In addition the overall trends around complaints are analysed and corrective
actions identified to prevent the complaint being raised — this is regardless of whether the complaint was
identified as justified or not.
The corrective actions are added to the appropriate Service CSIP, and tracked through the service
review.
6.3 BIM Referral
As a direct result of a complaint, the SDM may deem it appropriate to request a BIM to attend the branch
for more detailed analysis to be undertaken. BIM referrals should be requested in accordance with the
POA Branch Issues Management Process (SVM/SDM/PRO/0019).
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7 Roles and Responsibilities
This section defines the roles and responsibilities individuals and teams have within the End-to-End
Customer Complaints Process.
7.1 Atos Complaint Management Team
Atos (in their role as Post Office Ltd’s managing partner) are responsible for receiving the complaint from
the Branch and all internal POL processes relating to the standard complaint process. Atos are also
responsible for passing the complaint to the MAC team.
7.2. The MAC Team
The MAC team owns the responsibility for receipting standard complaints from Atos and for managing &
tracking the progress of the complaint through the complaints process
The MAC team are also responsible for the initial investigation into the background of a standard
complaint, and if required in the process, for providing this information to the Service Delivery Manager.
The MAC team are responsible for providing the formal responses back to the Atos Incident
Management team within the agreed timeframes.
The MAC Team is responsible for the final stage of investigation of the standard complaint and for
identifying if the complaint is justified or not
7.3 Service Delivery Manager
In the event of a HPC, the SDM is responsible for providing a response to the appropriate Atos Service
Manager within 8 working hours.
7.4 Service Delivery Units
The Service Delivery Manager or MAC Team may well contact the SDUs for further information
regarding the complaint. The Operations Manager for the SDU should provide all information and
investigate further if requested by the SDM or MAC Team.
7.5 MIS Service Delivery Manager Team Lead
In the event that the outcome of any complaint is in dispute, escalation to the MIS Service Delivery
Manager Team Lead should occur. The MIS Service Delivery Manager Team Lead will then discuss
internally and with the Atos Complaint Management Team to reach a conclusion to the dispute and
provide commentary on the MI.
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8 Appendices
8.1 Contact Details
EXAMPLE ESCALATION
AREA OF RESPONSIBILITY cuepanes 50) CONTACT DETAILS BACK UP
Banking and Online Services I Online Service outages I Steve Bansal Steve Gardiner
(Inc: DVLA, Debit Card, EPAY)
1st point of 2nd point of contact
contact
Branch Network Services Branch Network I Sandie Bothick Chris Harrison
Communications issuesI
1st point of 2nd point of contact
contact
APS/TPSISAPIPOLFS, LFS _ IFiles Not delivered, Data] Gaby Reynolds Steve Gardiner
Transfer
1st point of 2nd point of contact
contact
OBC Rural Escalations I OBC job going wrong/ I Chris Harrison Chris Bourne
press involved /unhappyI
Branch 1st point of 2nd point of contact
contact
Multi-services MAC are unsure aboutI Steve Bansal I I Steve Gardiner
primary service 4
impacted / Complaint is
complex 2nd point of contact
‘AREA OF RESPONSIBILITY CONTACT DETAILS ]
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MAC team Email - GRO H
(External)
Internal)
=i(Mobile)
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