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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Reviewed By:
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CSR+ HORIZON SYSTEM HELPDESK Processes and
Procedures Description
Processes and Procedures Description
CSR+
This document describes the processes required to provide the
Horizon System Helpdesk operations
Approved
Helen Pharoah, Technical Design Authority
ICL Pathway: Margaret Cudlip, John Dicks, Dean Felix, Dave
Fletcher, Graham Hooper, Alison Peacock, Martin Whitehead.
Steve Austin, Horizon Product Management
Document Controller & Author
ICL Pathway Library, Pamela Coe, Andrew Donnelly, Brendan
Nugent, Mik Peach, Dave Riglar.
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and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
0.0 Document Control
O.L Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
No.
oO. 20/08/99 Initial draft for ICL Pathway and
Horizon review.
0.2 01/10/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
03 19/1/99 Draft for ICL Pathway and Post Office
Counters Ltd review.
0.4 14/01/00 Draft for ICL Pathway and Post Office
Counters Ltd review.
10 n/02/00 Approved.
0.2 Approval Authoritiey
Name Position Signature Date
Steve Austin Helpdesk Product
Manager, POCL
Product Assurance,
Horizon Programme
Terry Austin Development
Director, ICL
Pathway
0.3 Associated Dotumenty
Reference Version I Title Source
CR/FSP/0004 5.2 Service Architecture Design ICL Pathway
Document
CS/DES/013 1.0 CSR+ Horizon System Helpdesk PPD I ICL Pathway
Design
CS/IFS/003 3.0 ICL Pathway/POCL Interface ICL Pathway
Agreement - Outlet
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
Reference Version I Title Source
CS/PRD/o02z9 4.0 The Management Process for ICL Pathway
Operational Business Change -
Outlet
CS/PRD/o58 2.0 ICL Pathway/POCL Interface ICL Pathway
Agreement - Product
CS/PRO/o90 1.0 CSR+ Access Control and User ICL Pathway
Administration PPD
CS/PRO/og1 1.0 CSR+ Automated Payment Service ICL Pathway
PPD
CS/PRO/093 1.0 CSR+ Introduction PPD ICL Pathway
CS/PRO/094 1.0 CSR+ Order Book Control Service ICL Pathway
PPD
CS/PRO/095 1.0 CSR+ Electronic Point of Sale Service I ICL Pathway
PPD
CS/PRO/096 1.0 CSR+ Logistics Feeder Service PPD ICL Pathway
CS/PRO/097 1.0 CSR+ Operating Environment PPD ICL Pathway
PA/STR/013 1.0 ICL Pathway Core System Release ICL Pathway
Plus Contents Description
0.4 Abbrevistions/Definitiony
Abbreviation Definition
ACUA Access Control and User Administration
APS Automated Payments Service
BT British Telecommunications
CSR+ Core System Release Plus
EPOSS Electronic Point of Sale Service
FAD Financial Accounts Division (of the Post Office)
HAPS Host Automated Payment System
HSH Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
LFS Logistics Feeder Service
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Abbreviation Definition
NBSC Network Business Support Centre
OBCS Order Book Control Service
OPS Office Platform Service
OSG Outlet Systems Group
PATH code A dummy FAD code.
PIN Personal Identity Number
PMMC PostMaster’s Memory Card
PO Post Office
POCL Post Office Counters Ltd
POIT Post Office Information Technology
POLO Post Office Log On
PPD Processes and Procedures Description
RNM Retail Network Manager
SHD Service Helpdesk
SLA Service Level Agreement
SMC Systems Management Centre
TIP Transaction Information Processing
TP Transaction Processing
WAN Wide Area Network
0.5 Changes nm thiy Verrow
Version Changes
0.2 Comments received on Vo.1 incorporated.
03 Comments received on Vo.2 incorporated.
Updated to reflect Horizon System Help Desk Call Enquiry Matrix
V4.0.
0.4 Comments received on Vo.3 incorporated.
1.0 Comments received on Vo.q incorporated.
Incident name column for Non-ICL Pathway calls included.
Reference to Horizon System Help Desk Call Enquiry Matrix [Ref.
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CS/FSP/o02] removed.
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and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
0.6 Changes Expected
Changes
Change of first line support from HSH to NBSC (CRPou).
Addition of TP as a source of calls to the HSH (awaiting CR).
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CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
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Version: 1.0
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0.7 Table of Contenty
1 Purpose.........e0e
2 Scope
3 Overview
4 HSH information...
4a
42
43
4.3.1 Call validation ...
43.2 Call logging...
4.3.3 Authorised-user password access...
43.4 Non-outlet callers to the HSH.....
43.5 Non-outlet call sources ..
43.6 Call escalation ...
43.7 Inappropriate calls..
43.8 Call redirecting,
43.9 Contingency ..
5 PO outlet incidents..............
5a
5.2
53
5-4
55
5.6
5:7
5.8
59
5.10
6 Security incidents...
7 Planned or unplanned changes.
HSH telephone numbers .....
HSH service hours
Contacting the HSH...
PO hardware incidents .....
PO hardware incidents (no site visit)...
PO software incidents...
PO network incidents ...
PO operation incidents...
System failure: OBCS calls...
PO advice and guidance ...
PO documentation...
PO other
PO training...
71 Planned changes...
7.2. Unplanned changes...
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Version: 1.0
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8 POCL client interface incident ........cccccccscseesecscssesssessseesseesssssessesees 31
8.1 POCL client interface systems operation incidents...
9 Reconciliation incidents
10 ICL Pathway remote system incidents ........ssesesessereeessssseeseneseeseneees 33
11 ICL Pathway central system incidents........sscssssesersreereresssssseeeenessensees 33
12 ICL Pathway implementation incidents..........sssesssseeeeesssssseessneesenseee 34
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
L Purpose
This PPD describes the operation of the Horizon System Helpdesk (HSH), in
accordance with ICL Pathway Core System Release Plus (CSR+).
This PPD provides a description of all the processes involved in order to enable
the contractual agreement of operations and to be a source from which authors
can develop any further user documentation needed.
2 Scope
This PPD contains high-level information on the Horizon System Helpdesk.
For brevity, the Horizon System Helpdesk is referred to in this document as ‘the
HSH’.
This PPD is one of a set of PPDs provided for CSR+. The way in which the set
fits together is described in the CSR+ Introduction PPD [Ref. CS/PRO/o93].
The procedure for the post office staff calling the HSH is described in the CSR+
Operating Environment PPD [Ref. CS/PRO/o97].
3 Overview
The following helpdesk service will be provided by ICL Pathway:
¢ The HSH, which provides Post Office Counters Ltd outlet staff with a single
point of contact for dealing with all problems relating to the Horizon system
procedures and the Horizon system installed in outlets, and also for OBCS
fallback encashments. Additionally it provides a single point of contact for
operational issues concerning the Horizon system from pre-determined
sources within Post Office Counters Ltd. Any calls received which are
inappropriate to this helpdesk may be re-directed to the NBSC (Network
Business Support Centre).
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Version: 1.0
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4.1
The structure of the helpdesk service is as follows:
Helpdesk structure
POCL staff Auditors, OSG, TIP
Cay
TIP
HAPS
IAuthorised-
user password
OSG
TIP
Authorised-
user password
HSH
Outlets
The HSH telephone contact number
The diagram above shows the ICL Pathway helpdesks and who the potential
callers will be.
HSH formation
The HSH deals with all technical and operational calls related to the ICL
Pathway environment or the data feeds into ICL Pathway from Post Office
Counters Ltd and their clients. It provides a single point of contact for outlet
staff (for the calls described in Section 3 Overview) and ICL Pathway operation
staff. For further information for non-outlet staff and non-ICL staff, see Section
4.3.4 Non-outlet callers to the HSH.
HSH telephone numbery
hich is printed on PMMCs, may still be used and will be redirected
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Version: 1.0
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4.2 HSH service houry
The service hours of the HSH are:
Full Service 0800 - 2000 Monday to Saturday
Skeleton Service 0500 - 0800 Monday to Saturday
Skeleton Service 2000 - 2400 Monday to Saturday
Skeleton Service 0700 - 2200 Sunday
Arrangements for Bank Holidays shall only vary from a normal POCL working
day where agreed with POCL, having regard to the applicability throughout the
United Kingdom. No HSH service shall be provided on Christmas day.
The full range of HSH services are provided during the POCL core day. During
these hours of operation, all calls will be handled by ICL Pathway operators
with the telephone equipment relaying messages to callers in exceptional
circumstances.
The skeleton service is provided outside of the POCL core day. The skeleton
service will respond to calls concerning operational incidents that are non-
outlet-related. Calls that are outlet-related will be logged. Advice and guidance
calls will be responded to within the skeleton service, but not necessarily
according to the Service Levels that are applicable to the normal service. Other
outlet-related calls will be dealt with at the beginning of the next POCL core
day.
The HSH is available to take and record calls outside the hours shown above,
but diagnosis and action on those calls will not occur until the next defined
period of cover.
4.3 Contacting the HSH
4.3.1 Call volidetiow
The HSH is available to receive calls from any of its authorised sources and will
take calls that are described in Section 5 onwards of this PPD.
All callers to the HSH will be subject to initial validation. Callers failing
validation will not gain access to the HSH and the call will be recorded as
inappropriate.
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The validation performed for each call is as follows:
Outlet staff
Verifies the identity of outlet staff by asking questions
based on the post office FAD (Financial Accounts
Division) code, post office address, name and
telephone number.
POCL non-outlet
staff
POCL non-outlet staff are normally filtered through
the NBSC. The NBSC will register a call with the HSH
on behalf of non-outlet staff. TIP (Transaction
Information Processing) and OSG (Outlet Systems
Group) have facilities to log calls direct with the HSH.
Circumstances surrounding when these callers request
a call to be logged on the HSH are described in Section
4.3.5.1 POCL.
NBSC
In cases of emergency closure, NBSC staff are required
to contact the HSH on behalf of an outlet. The NBSC
caller must provide a PATH code, name and telephone
number to enable the HSH to validate the caller. The
HSH will also require the outlet’s FAD and name, and
details of the nature of the incident.
Circumstances surrounding when the NBSC should
contact the HSH are described in Section 4.3.5.2 NBSC.
Password requests
Callers requesting the issue of authorised-user
passwords must contact the NBSC for verification.
They will then be issued with a reference number and
asked to contact the HSH. This process is described
more fully in Section 4.3.3 Authorised-user password
access.
Callers contacting the HSH without verification will be
refused access to the authorised-user password service.
ICL Pathway
suppliers
These groups are provided with a PATH code and will
be subject to the same verification procedures as POCL
non-outlet staff.
Circumstances surrounding when these callers contact
the HSH are described in Section 4.3.5.3 ICL Pathway.
Before calling the HSH, the caller should gather as much information as
possible to enable the HSH operator to diagnose the nature of the problem
swiftly.
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4.3.2 Call logging
The operator will attempt to resolve or diagnose the problem during this initial
telephone call. The information will be recorded as an incident onto a helpdesk
system and allocated a unique call reference number.
At the end of the call the operator will inform the caller of the call identity
number and what action to expect next. This identity number should be
recorded by the caller and quoted if the caller needs to ring the HSH about this
incident.
If the caller’s query/problem is not resolved within the initial telephone call, the
HSH will advise the caller the date/time by which they will next receive contact.
(This contact will take the form of either a site visit by an engineer or a
telephone call from someone in the ICL Pathway support chain.)
4.3.3 Authorised-—user password occesy
There are two types of requirement for authorised-user password access:
¢ Planned, i.e. from POCL Auditors in the case of an Audit visit, or Retail
Network Managers in the case of a planned outlet closure.
¢ Unplanned, i.e. when an outlet manager forgets their password or becomes
locked out of the system by repeated incorrect entry of their password.
The authorised-user password is issued by the HSH once the caller has been
verified by the NBSC.
The caller requiring authorised-user password access will call the NBSC and
obtain verification and a unique reference number. The caller will then call the
HSH quoting this unique reference number and will be asked to perform the
authorised-user password procedure sequence following instructions from the
HSH. This will allow access to the system.
The authorised-user password is valid for one session only. When the caller logs
out, the authorised-user password can no longer be used. Where the caller has
forgotten the password it is a priority for them to set up a new password for
normal use, using the procedures described in the CSR+ ACUA PPD [Ref.
CS/PRO/ogo].
The system requires the authorised-user procedure sequence to be completed
within five minutes of being started.
4.3.4 Nov-ovtlet collery to the HSH
The HSH is available to take incident calls from sources other than POCL
outlets. These sources are NBSC, TIP and OSG for POCL operational calls and
from within ICL Pathway.
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These non-outlet callers will be pre-authorised by the allocation of a dummy
FAD code (PATH code). This PATH code is allocated by ICL Pathway who will
agree the incident types available to be registered via this route.
4.3.5 Nov-outlet call sourcey
4.3.5.1 POCL
POCL incidents affecting the EPOSS (Electronic Point of Sale Service), APS
(Automated Payments Service) or reference data services that arise in the POCL
environment will also be reported to the HSH in accordance with agreed
procedures.
4-3-5.2, NBSC
In the event of an unplanned post office closure, the affected post office will
contact the NBSC and inform them. The NBSC will then contact the HSH on
behalf of the affected post office to register an incident. The NBSC operator will
need to quote the post office FAD code, their name and telephone number and
the nature of the problem (see the CSR+ Operating Environment PPD [Ref.
CS/PRO/o97]. Additionally, NBSC staff will undergo the caller authentication
process which requires them to provide a pre-agreed pass code before the HSH
will activate an emergency closure.
4.3.5.3 ICL Pathway
Incidents arising from within the ICL Pathway operation will result in a call to
the HSH. Callers from within the ICL Pathway operation will also have to pass
the same verification procedure as an outlet by providing a dummy FAD code
or PATH code and name to access the HSH.
4.3.6 Call escalation
Call escalation can be interpreted in three separate ways:
¢ An incident passed through the support chain for resolution.
¢ SLA (Service Level Agreement) targets in jeopardy.
e Acustomer unhappy with the service.
4.3.6.1 Incident passed through the support chain
Once an incident is registered onto the HSH incident management system, it is
likely to be passed along the support chain to different support groups who are
responsible for different areas of the system, e.g. Networks. The HSH staff have
visibility of all incidents and will track progress of the call throughout its life.
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4.3.6.2 SLA targets in jeopardy
Should the SLA targets of a particular incident approach or pass minimum SLA
levels, the HSH staff will begin to escalate visibility of this situation, using a
manual escalation process to ensure timely escalation into ICL Pathway, its
supplier, and Post Office Counters Ltd where appropriate.
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This escalation procedure may utilise a problem manager at a predetermined
point. The problem manager will be responsible for ensuring that the correct
management and resources are in place to resolve the problem and restore the
service levels. The problem manager will be supported by an agreed cross-
boundary escalation process that covers the Post Office Counters Ltd and ICL
Pathway organisations, should disputes of ownership and responsibility arise.
4-3-6.3 Customer unhappy with service
The caller’s view of escalation will arise should the caller be unhappy with the
service provided or disagree with the progress or actions taken to resolve a
particular incident. The caller will contact the HSH to register his or her
dissatisfaction. The HSH telephone operator will log a complaint incident and
then pass the caller onto a supervisor. The supervisor will attempt to correct the
situation. If the situation cannot be corrected by the supervisor, the call will be
terminated and the caller will then be contacted by an ICL Pathway manager
within two hours.
All complaint calls will be brought to the attention of ICL Pathway Service
Management and are available to the Service Management Forum if requested.
4.3.7 Inappropriate colly
The HSH may be mistakenly contacted by persons not authorised to use the
HSH. These callers will be unable to pass verification and will be refused access,
an incident call will be recorded on the HSH incident management system.
Should the caller be authorised to contact the HSH and pass verification the
HSH operator will establish the nature of the caller and if the issue is outside of
the responsibility of the HSH the caller will, where applicable, be re-directed to
the correct helpdesk. An incident will be recorded on the HSH incident
management system.
Callers requiring re-direction to another helpdesk will be supplied with the
phone number of the appropriate desk, if known.
4.3.8 Call redirecting
If the HSH receives a call that is not appropriate to the HSH, where possible the
HSH operator will advise the caller to ring the appropriate number. Where
applicable the HSH operator will supply the phone number of the appropriate
desk.
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4.3.9 Contingency
In conventional circumstances the HSH service is provided from one site with a
second site being used to deal with overspill at peak times. These sites are
geographically separated, but linked by common computer and telephony
systems. Should the first site become unable to operate, the second site will
take over.
Depending on the nature and extent of the problem, there may be a period of
around two hours during which only a reduced service will be possible.
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S PO ovtlet incidents
This section gives descriptions of the calls that may be received by the HSH
from PO outlet staff.
5.L PO hardweore incidenty
The calls that may be received from PO outlet staff about hardware incidents
are as follows:
Callref Incident Description
POHCo1 System failure - Hardware incidents may be logged by the
counter processor outlet manager or outlet staff if a problem
POHCo3_ Peripheral failure arises in using the equipment installed at the
outlet.
- magnetic card
reader Should such a situation occur, the caller will
ring the HSH to gain access to suitable
support. The caller will be required to make a
note of the activity being performed when
POHCos Peripheral failure —_ the problem arose, before the HSH is called.
- smart card
reader
POHCo4 Peripheral failure
- bar-code reader
In the event of an outlet PC system failure or
a peripheral failure, the HSH will allocate an
POHCo6 Peripheral failure engineer to attend the post office. The caller
- weighing-related _ will be told when the engineer is expected to
(not scales) arrive.
POHCo7 Peripheral failure The engineer will normally carry spare parts
- counter printer —_ with him; however occasionally spare parts
may need to be couriered to the post office.
In this instance the engineer will arrive
shortly after the spare part has been
POHCog Peripheral failure _ delivered. The post office will be informed in
- keyboard advance to expect a spare part to be
POHGio Peripheral failure delivered. Once at the post office the ,
~toiich sereen engineer will replace the faulty part, test its
operation and then check that the outlet
POHCu Peripheral failure manager is happy that the system is now
POHCo8 Peripheral failure
- office printer
- monitor operational. The engineer will remove any
POHC Office broken equipment when he leaves.
environment For more details see the CSR+ Operating
failure - cabling
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Callref — Incident Description
POHC15 Office Environment PPD [Ref. CS/PRO/o97].
environment
failure - power
POHCi6 = Equipment Post offices that have equipment destroyed
damaged or or damaged will contact the HSH who will
destroyed deal with the call in the same way as a
hardware incident. If equipment is damaged
the engineer will complete a report on the
circumstances surrounding the damage
which will be agreed and signed by the outlet
manager.
For more details see the CSR+ Operating
Environment PPD [Ref. CS/PRO/o97].
5.2 PO hardwore incidents (no site visit)
These calls are the same as calls POHCo1 to POHC16 as described in Section 5.1
PO hardware incidents but, where no site visit results from the call, are
numbered POHXo1 to POHX16.
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5.3 PO softwere incidenty
The calls that may be received from PO outlet staff about software incidents are
as follows:
Callref Incident Description
POSCo1 System message Software problems can arise in the form of an
displayed on error message displayed on the screen or
screen during the use of the system when something
POSCo2 Software error fails to work as expected. Outlet staff should
record any messages appearing on the screen
POSCo3 System operation _ or details of what activity was being
has changed undertaken at the time of the problem and
unexpectedly advise the HSH operator of these messages
POSCo4 Expected change and actions. Details of the incident will be
few not worlesl captured by the HSH operators who will
determine the nature of the problem,
POSCo5 Other allocate a call identification number and
inform the caller of the next expected action.
If the problem has occurred before and has
been previously resolved, the operator will
issue instructions to the caller to perform an
authorised temporary procedure or
alternatively the HSH operator may attempt
to resolve the problem by repeating the
process on the HSH reference system.
If the problem requires a more technical
solution the incident will be passed into the
ICL Pathway support organisation. The
incident will then be investigated and an
authorised temporary procedure or
resolution may be applied. The support
technicians may contact the caller to
understand the incident circumstance more
fully or to gather more evidence to assist the
investigation. If an outlet is contacted by a
support technician, the support technician
will quote the call reference number.
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CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/o92
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 11/02/00
5.4 PO network incidents
The calls that may be received from PO outlet staff about network incidents are
as follows:
Callref Incident Description
PONWo1 Unable tocontact The network is monitored centrally and any
HQ fault will most likely be resolved before it
PONWo2 Network failure becomes visible to the post office. However,
ISDN (WAN) should the post office encounter networking
difficulties the HSH should be contacted.
PONWo3_ Post office - Networking difficulties are likely to show
link failure themselves as messages saying that the
PONWoq Post office ~ central system cannot be contacted. If this
router failure occurs, a member of the outlet staff should
contact the HSH who will take details of the
PONWo05 Post office - network fault. The fault will be investigated
configuration
failure
and corrected by support staff who will
inform the outlet manager when the network
link has been restored. If the fault
necessitates a visit to the outlet by a BT
engineer the outlet staff will be informed in
advance of the engineer arriving.
© 2000 ICL Pathway Limited
Commercial in Confidence Page: 21 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
5.5 PO operation incidenty
The calls that may be received from PO outlet staff about operation incidents
are as follows:
Callref Incident Description
POOPoz ~EPOSS - Should the post office outlet staff encounter
operation failure operational difficulties whilst using the
POOPo3 APS = system or the equipment and the system is
operation failure not performing as described in the counter
procedures, the HSH should be contacted.
POOPo4 OBCS- The HSH will determine the nature of the
operation failure _ fault, the service affected, such as EPOSS,
ROGies Acces and eer other service or services involved and the
function that is failing, such as report
administration
printing. An incident will be recorded and
failure
passed onto ICL Pathway support for
POOPo7 Operating investigation. The caller will be told what to
environment expect next and when they will be next
failure contacted. Where a fault in the services is
POOPo8 System established, it will be passed to ICL Pathway
environment Software Support for further action.
failure The HSH will not be able to offer advice or
report faults on Post Office procedures that
do not relate to the Horizon computer
systems, equipment or operation.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 22 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
5.6 System failure: OBCS cally
The calls that may be received from PO counter staff relating to OBCS
encashments during a period of system failure are as follows:
Callref Incident
Description
POOBo1 — OBCS stop list
enquiry
If the customer wishes to make an OBCS
encashment during a period of system
failure, the HSH will ask the caller for the
Customer Reference Number, Order Book
Serial Number and Common Payment
Package Number. The HSH will then check
the database and advise the caller of the
following:
If there is no stop in place, to make the
encashment.
If there is a stop in place, not to make any
encashments but to impound the book.
If there is a recall in place with the
effective date earlier than today, to encash
one valid foil and impound the book.
If there is a recall in place with the
effective date of today or later, to encash
valid foils dated prior to and including
today and impound the book.
© 2000 ICL Pathway Limited
Commercial in Confidence Page: 23 of 36
Last Printed: 02/17/00 5:37 PM
ICL Pathway
CSR+ HORIZON SYSTEM HELPDESK Processes
FUJ00080403
FUJ00080403
and Procedures Description
Commercial in Confidence
Ref: CS/PRO/o92
Version: 1.0
Date: 1/02/00
5.7 PO adwice and guidance
The calls that may be received from PO outlet staff to request advice and
guidance are as follows:
Callref Incident Description
POAGo3___ EPOSS operation —_— The HSH is available to offer advice and
enquiry guidance to Post Office outlet staff on the use
POAGo4 EPOSS fallback of the ICL Pathway systems or applications.
enquiry The HSH staff have access to counter
= procedures and reference systems, and are
POAGos APS operation trained in the use of the system.
enquiry
hould Pi ffi ff h ifficulty i
POAGo6 APS fallback SI jou! id Post Office staff have difficulty in
‘ using the system, they should contact the
enquiry HSH.
POAGo7 —OBCS operation
enquiry
POAGo8 _— OBCS fallback
enquiry
POAGog Operating
environment
enquiry
POAGio — Operating
environment
consumable
POAGi2 — System access
enquiries
© 2000 ICL Pathway Limited
Commercial in Confidence
Page: 24 of 36
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ICL Pathway
CSR+ HORIZON SYSTEM HELPDESK Processes
FUJ00080403
FUJ00080403
and Procedures Description
Commercial in Confidence
Ref: CS/PRO/o92
Version: 1.0
Date: 1/02/00
5.8 PO documentation
The calls that may be received from PO outlet staff relating to documentation
are as follows:
Callref Incident Description
PODOo1 Counter The HSH is available to offer advice and
procedure guidance to Post Office outlet staff on the use
manuals of counter procedure manuals, training
PODOc2 Training workbooks or other documentation.
workbooks Should Post Office staff require assistance in
using the documentation or discover an error
PODO3 oan station within it, they should contact the HSH.
5.7 PO other
Other calls that may be received from PO outlet staff are as follows:
Callref = Incident Description
INAoo1 Caller fails initial I Callers who ring the HSH in error and are
verification not authorised to use the HSH will be
refused access to the HSH and if possible
pointed to the correct helpdesk.
INAooz Consumable order Should a member of the outlet staff contact
request the HSH with a problem that does not relate
INAoo3 Caller is to the ICL Pathway system or operation, they
A will be asked to ring the appropriate
authorised to use f
HSH but is helpdesk if known.
requesting service
not provided by
HSH
INAoo4. Non-Horizon
equipment faulty
(for example,
lottery terminal)
INAoos Other
© 2000 ICL Pathway Limited
Commercial in Confidence
Page: 25 of 36
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ICL Pathway
CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref:
FUJ00080403
FUJ00080403
CS/PRO/o92
and Procedures Description
Commercial in Confidence
Version: 1.0
Date: 1/02/00
Call ref
Incident
Description
INAoo6
Customer
complaint/
expression of
dissatisfaction
Should the outlet manager have an issue with
the service or equipment provided by ICL
Pathway and wishes to complain, they can
contact the HSH who will manage the
complaint.
In the event of service complaints being
received, the HSH will log all details
regarding the complaint and refer the caller
to a helpdesk supervisor or the helpdesk
manager. The supervisor or manager will
then take any necessary corrective action.
Each complaint will be recorded and
investigated. The outlet manager or
complainant will be contacted to discuss the
matter more fully during the course of that
investigation.
INAoo7
Health and Safety
issue
If the outlet manager or any Post Office
Counters Ltd staff discover or suspect that
any part of the Horizon system or
environment presents a safety risk then this
must be reported immediately to the HSH.
The HSH will instruct the caller to switch off
any electrical equipment or take any
necessary remedial action until an engineer
can attend the affected site. When the
engineer arrives on site he will assess the
situation and take appropriate action to
remove the risk.
INAoo8
Bright ideas/
suggestions
Should a member of the outlet staff report
any bright ideas or suggestions, these will be
noted.
© 2000 ICL Pathway Limited
Commercial in Confidence
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
5.10 PO training
The calls that may be received from PO outlet staff requiring assistance with
areas with which they are unfamiliar, but are not considered to be purely advice
and guidance, are as follows:
Callref Incident Description
POTRo1 ~— Cash account The HSH is available to offer assistance on
balance training incidents arising from Wednesday's
cash account balance activities. These
incidents typically fall outside the normal
five to ten minute advice and guidance calls.
6 Seeurity mcidenty
This section gives descriptions of the calls that may be received by the HSH
relating to security incidents.
Callref Incident Description
SECoo1 Equipment stolen _ Post offices that have equipment stolen must
follow existing Post Office Counters Ltd
procedures to report the theft (e.g. contact
the Police and NBSC). ICL Pathway will
replace the stolen equipment once the
incident has been reported to the HSH by the
NBSC. Should the counter or the ICL
Pathway wiring be undamaged, ICL Pathway
will arrange for the counter system to be
installed quickly to bring the post office back
into operation. However work may have to
be scheduled to correct any physical damage:
this will be arranged at a suitable time and
agreed with the outlet manager. In some
cases this may result in a short-term closure.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 27 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
Callref Incident Description
SECoo2 PMMC card or Each time a PC is powered on, the Post
PIN number lost Office Log On (POLO) procedure must be
performed. The outlet manager is issued with
a PMMC card plus a spare and PIN when the
equipment is installed. This card and PIN
must be kept in separate secure locations and
used when the equipment is powered on
after being switched off as described in the
CSR+ Access Control and User
Administration PPD [Ref. CS/PRO/ogo].
If the card or PIN is lost, the HSH must be
contacted. The HSH operator will ask a series
of questions to verify the identity of the caller
and then pass the caller on to a supervisor.
The supervisor will then assist the outlet
manager to generate a new PIN or allocate a
PIN to the spare card. This process involves
the caller following verbal instructions from
the HSH Supervisor. In extreme cases, where
the system cannot generate the PIN number
easily, the caller will be taken through the
underlying recovery process that involves
typing a 15-character Fallback Response Code
into the Horizon system.
The new PIN must be stored securely as
instructed in the CSR+ Access Control and
User Administration PPD [Ref.
CS/PRO/ogo]. In the case of a lost card, this
procedure invalidates the lost card and a
replacement card is ordered for issue to the
post office to use as a spare.
If both cards are lost, stolen or damaged,
then the system will be declared down and
an engineer dispatched to replace the cards
and bring the system back into operation.
The outlet manager, when completing the
Service Visit Report Card, will declare
whether the cards were lost, stolen or
damaged and will surrender any damaged
cards to the engineer.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 28 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
Callref = Incident
Description
SECo03 Authorised-user Passwords within an office are controlled by
password required the manager, and if a member of staff forgets
their password the manager can reset it. If
the manager forgets their password they
should contact the NBSC; an emergency
password can then be issued by the HSH
using the authorised-user password
procedure to allow them to reset their own
password. Audit staff will also need access to
the system and require use of the authorised-
user service to gain access. Each person
authorised to use this service will be pre-
registered and will have to undergo a
verification procedure before access to the
authorised-user service is permitted.
Once verified the caller will be issued with a
password that is valid for only one session
and cannot be used again. (Further
information on using authorised-user
passwords is given in the CSR+ Access
Control and User Administration PPD [Ref.
CS/PRO/ogo].)
SECoo4 — System access
limit exceeded
The Horizon system will monitor and record
unsuccessful, unauthorised attempts to
access the system. These may be investigated
by POCL and ICL Pathway security.
Note: This is a system-generated call.
© 2000 ICL Pathway Limited
Commercial in Confidence Page: 29 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
Callref = Incident
Description
SECoo7 Security breach
If the outlet manager or Post Office Counters
Ltd representative suspects a security breach,
for example, passwords have become known
to an unauthorised person, the Horizon
system has been tampered with or someone
suspects their user name has been used
without their knowledge, the HSH must be
informed immediately. The matter will be
escalated according to ICL Pathway
escalation procedures. The caller will be
contacted during this investigation and is
advised to make notes of the circumstances
surrounding the suspected security breach.
ICL Pathway may remove any system access
at this point and the post office may be
prevented from using the system until
authorisation is given.
(Further information on security breaches is
given in the CSR+ Access Control and User
Administration PPD [Ref. CS/PRO/ogo] and
CSR+ Operating Environment PPD [Ref.
CS/PRO/o97].)
© 2000 ICL Pathway Limited Commercial in Confidence Page: 30 of 36
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ICL Pathway
CSR+ HORIZON SYSTEM HELPDESK Processes Ref: CS/PRO/o92
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 11/02/00
FUJ00080403
FUJ00080403
7 Planned or unplanned changey
This section gives descriptions of the calls that may be received by the HSH
relating to planned or unplanned changes.
7.1L Planned changer
This section gives descriptions of the calls that may be received by the HSH
relating to planned changes.
Callref — Incident Description
PLAoo1 Outlet - Planned changes are managed in
planned opening —_ conformance with the processes for
= Operational Business Change established
BLAse2 Outlet between POCL and ICL Pathway.
planned closure
PLAoo3 Outlet - The processes are based on the delivery of
change to agreed timescales, the detail of
planned A .
. which can be found in:
relocation
ICL Pathway/POCL Interface Agreement -
BLAceg Outlet - Outlet [Ref, CS/IFS/003]
Horizon
eauipment ICL Pathway/POCL Interface Agreement -
configuration Product [Ref. CS/PRD/058]
planned change
PLAoo5 ~— Outlet -
FAD code change
PLAoo6 ~—— Outlet data
change
PLAoo7 Reference data
change - product
© 2000 ICL Pathway Limited
Commercial in Confidence Page: 31 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
7.2 Unplanned change
This section gives descriptions of the calls that may be received by the HSH
from the NBSC.
Callref Incident Description
REGoo1 Post office - The NBSC acts as business support for the
emergency closure outlets and will be contacted in the event of
(short term an outlet closing on a temporary or
closure) emergency basis. The NBSC will inform ICL
Pathway of all such instances by logging an
incident call on the HSH quoting the post
office FAD code, the caller’s name and
contact number and the nature of the
REGoo2 _ Post office -
temporary closure
(medium term
closure) closure. The HSH will cancel any planned
REGoo3 Post office - engineer visits to that site, as outlined in the
reopened document the Management Process for
Operational Business Change - Outlets [Ref.
CS/PRD/oo29].
© 2000 ICL Pathway Limited Commercial in Confidence Page: 32 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: u/02/00
8 POCL client interface incidenty
This section gives descriptions of the calls that may be received by the HSH
from systems that interface with the ICL Pathway environment.
8.1
The calls that may be received by the HSH from ICL Pathway about the
operation of the feeder systems such as file transfer failure, data file issues and
data transfer timetable disruptions are as follows:
Callref — Incident Description
FEEoo1 File transfer Incidents arising from the transfer of data
failure into and out of the ICL Pathway environment
, and systems should be registered on the
meEoo2 Data file issue HSH. The HSH will pass these incidents
FEEoo3 System issue initially into ICL Pathway operations who
affecting the data _ will investigate the nature of the incident and
flow into ICL pass the call into second line support if
Pathway necessary.
FEEoo4 Interface
operation failure
FEEoo5 Software error
detected
FEEoo6 Client system -
network problem
FEEoo7 Client system -
security breach
FEEoog EPOSS operation
error
FEEo1o APS operation
error
FEEou OBCS operation
error
© 2000 ICL Pathway Limited
Commercial in Confidence
Page: 33 of 36
Last Printed: 02/17/00 5:37 PM
FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
qa eR Liation uncial
The calls that may be received by the HSH about reconciliation incidents are as
follows:
Callref Incident Description
RECoo1 EPOSS Reconciliation incidents will be raised from
RECoon APS various sources: the outlet staff, POCL
concerning the EPOSS, APS and Reference
RECoo4 OBCS Data services, and ICL Pathway Business
Support for all services.
RECoo5 __ Reference data
All incidents will be registered on the HSH
and given a number and priority. Incidents
will be categorised according to the service
affected and will range from payment
problems to accounting anomalies. They will
be given an incident priority based on the
nature of the incident. Reconciliation
incidents raised will be passed directly to the
ICL Pathway Business Support Unit.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 34 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
10 ICL Pathway remote sysiem incidlenty
This section gives descriptions of the calls that may be received by the HSH
from ICL Pathway about hardware, software or network incidents.
Call ref Description
Calls. The HSH also manages incidents expected from within the ICL
starting Pathway for operations that are remote from the central data
RHW, centres such as the helpdesks, that are identified by an ICL
RSW, Pathway operator or support technician.
RNW, ROP tinct ¢
All these incidents will be recorded and managed by the HSH
using the same processes and procedures.
11 ICL Pathway central system ncidenty
This section gives descriptions of the calls that may be received by the HSH
from ICL Pathway about hardware, software or network incidents.
Call ref Description
Calls The HSH also manages incidents expected from within the ICL
starting Pathway environment or operation of systems within the data
CHW, centre that are identified by an ICL Pathway operator or support
csw, technician.
On and All these incidents will be recorded and managed by the HSH
using the same processes and procedures.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 35 of 36
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FUJ00080403
FUJ00080403
ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 1.0
Commercial in Confidence Date: 1/02/00
12 ICL Pathway implementation incidenty
This section gives descriptions of the calls that may be received by the HSH
from ICL Pathway about the implementation of the environment or system into
the post office, the scheduled training of staff or the migration of the post office
onto the Horizon system.
Call ref Description
IMPoo1 Calls from outlets are registered on the HSH and given an
to incident number. The incident calls are then passed on to the
IMPoo7 implementation desk who will alter schedules where possible or
liaise with suppliers performing installation or migration work
to rectify the incident.
All other calls are redirected to the implementation desk.
© 2000 ICL Pathway Limited Commercial in Confidence Page: 36 of 36
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