FUJ00080405
FUJ00080405
ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH_— Version: 1.0
Interface Date: 25/02/00
Document Title: ICL Pathway/Post Office Counters Limited Interface
Agreement for the Network Business Support Centre and
Horizon System Helpdesk.
Document Type: Interface Agreement
Abstract: This document sets out the working relationship between ICL
Pathway and Post Office Counters Limited at the Network
Business Support Centre interface with the Horizon System
Helpdesk. It defines the customer and supplier responsibilities,
which both Post Office Counters Limited and ICL Pathway
must undertake in order to support the delivery of incident
management to the Post Office Network.
Status: Firm
Distribution: Library
ICL Pathway POCL
S. Muchow A. Radka
P. Westfield M. Hayfles
B. Davis J. Camplejohn
K. Dowling M. Plant
M. Beadsley H. Street
B. Evans
K. Luckman
Author: David Fletcher
Comments to: David Fletcher
Comments by:
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© 2000 ICL Pathway Ltd
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ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH Version: *S02/00
Interface
O Document control
0.1 Document history
Version Date Reason
0.1 19/01/00 First draft
0.2 06/02/00 Second draft
1.0 25/02/00 First Working Release
0.2 Approval authorities
Name Position Signature Date
S. Muchow ICL Pathway Director of
Customer Service
A. Radka Head of Business Service
Management
0.3 Associated documents
Reference Vers Date Title Source
1 TBC The Service Management JOINT
Framework
2 TBC The Problem Management JOINT
Framework
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ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH_—_— sion: 10 ;
Interface Date: 25/02/00
0.4 Abbreviations
BSM Post Office Counters Limited, Business Service Management Team
cs ICL Pathway Customer Service
HSH ICL Pathway Horizon System Helpdesk
HSH STSA Horizon System Helpdesk Senior Technical Support Advisor
ICL International Computers Limited
ICL Pathway
IM Incident Management
NBSC POCL Network Business Support Centre
OSD ICL Pathway Operational Service Division
POCL Post Office Counters Limited
PONU Post Office Network Unit
PM Post Master
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ICL ICL Pathway/POCL Interface
Pathway Agreement for the NBSC and HSH
Interface
FUJ00080405
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Ref: CS/IFS/007
Version: 1.0
Date: 25/02/00
0.5 Changes in this version
a) To incorporate comment on the first draft, made at the HSH/NBSC review forum, held on
the 27/01/00 at ICL Stevenage 09.
b) To incorporate the recommendations of the HSH/NBSC workshop held on 01/02/00 at
NBSC Derne Valley.
c) To incorporate comments on V0.2 and prepare the document for final agreement.
0.6 Planned Changes
Change following release.
0.7 Distribution
V1.0 is the completed document issued for agreement distribution has been limited to:
ICL Pathway POCL
P. Westfield M. Haynes
R. Brunskill A. Henderson
K. Dowling G. Blackburn
B. Nugent M. Plant
B. Davis J. Camplejohn
0.8 Contributors
Contributors to this document version 0.1 were:
The Author, B. Davis (ICL Pathway), M. Plant (POCL)
Contributors to this document version 0.2 were
The Author, B. Davis (ICL Pathway), K. Parr (ICL Pathway), S. Clegg (ICL Pathway)
A. Peacock (ICL Pathway), D. Hall (ICL Pathway)
M. Haynes (POCL), M. Plant (POCL), J. Camplejohn (POCL), G. Blackburn (POCL),
B. Newton (POCL)
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TCL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH Version: Lo 7
Interface Date: 25/02/00
0.9 Table of contents
La
CHANGE CONTROL ussssessscssssccssssrcsssescnssescnssescnsnesensnesonsnesonsnesensressnenenenenenenenen 7
aa Pp w
6.1 NBSC..
6.2 HSH...
7. INCIDENT MANAGEMENT — KEY ROLES AND CONTACT NUMBERS. 10
7.1 THE NBSC HELPDESK MANAGER
7.2 THE HORIZON SYSTEM HELPDESK
8 PROCESS MODELS FOR HSH AND NBSC INTERACTION
8.1 ICL PATHWAY HSH PROCESSES ..
8.2 Post OFFICE NBSC PROCESSES .
7
8
9
10. NBSC/HSH REVIEW FORUM ..
10.1 NBSC/HSH Review FORUM OBJECTIVE!
10.2 NBSC/HSH Review FORUM AGENDA
11. INCIDENTS - NBSC/HSH RESPONSIBILITY MATRIX
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ICL ICL Pathway/POCL Interface Ref. CS/IFS/007
Pathway Agreement for the NBSC and HSH Version: Lo ,
Interface Date: 25/02/00
1. Background
This document sets out the guidelines that govern the working relationship at the interface
between NBSC and HSH. It defines the customer and supplier responsibilities which both
POCL and ICL Pathway must undertake in order to support the delivery of incident
management to the Post Office Network.
2. Intent of this Agreement
The intent of the agreement is to:
« Establish effective co-operation between NBSC and HSH in the delivery of incident
management to the Post Office Network
e Agree responsibilities and detail the interactions that must take place, between NBSC and
HSH to ensure the successful delivery of a seamless incident management service to the
Post Office retail network.
e Provide a recognised definition of the responsibilities of NBSC and HSH in respect of the
delivery of incident management to the Post Office Network.
3. Scope
This document defines:
¢ How NBSC and HSH will provide a seamless incident management service to Post Office
outlets and agreed PONU and ICL Pathway support groups.
© The incident types and responsibilities of each helpdesk with respect to those incidents
(detailed in section 11 below).
e The way in which NBSC and HSH will co-operate when working together to manage the
resolution of complex incidents, where resolution responsibility is shared.
This document applies to the management of incidents, which occur, during the everyday
operation and support of the Horizon Solution by Post Office Outlet Staff, PONU and ICL
Pathway support groups.
The document does not define or suggest how PONU and ICL Pathway support units will
resolve incidents. Incident resolution is without the scope of this agreement.
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ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH_~_Vstsion:_—“1.0
Date: 25/02/00
Interface ,
The specific areas described within this agreement are:
Key Responsibilities & Roles
Operating principles between NBSC and HSH
Communications between NBSC and HSH
Incident escalation
Business rules/solutions that impact on the delivery incident management by NBSC and
HSH
4. Change Control
This interface agreement will be formally registered and controlled though the Horizon
programmes joint change control processes for document management.
5. Responsibilities - General
Responsibilities — general are those responsibilities POCL and ICL Pathway have, which
require successful completion to support NBSC and HSH in working together.
a)
)
°)
4)
e)
7)
F)
h)
POCL BSM and ICL Pathway Infrastructure Services are responsible for developing and
agreeing changes to the incident management process, which may impact on procedures
that effect both parties.
POCL BSM and ICL Pathway (IS) are responsible for developing and agreeing business
tules/solutions that impact on or govern how incidents will be managed.
POCL BSM is responsible for advising NBSC of agreed changes to the incident
management process, which may impact on procedures.
ICL Pathway (IS) is responsible for advising HSH of agreed changes to the incident
management process, which may impact on procedures.
POCL BSM is responsible for advising NBSC of agreed changes to business
tules/solutions that impact on the successful delivery of incident management.
ICL Pathway (IS) is responsible for advising HSH of agreed changes to business
rules/solutions that impact on the successful delivery of incident management.
POCL BSM and ICL Pathway (IS) are responsible for ensuring that incident management
process and practice employed fully supports the joint Problem Management process.
POCL BSM and ICL Pathway (IS) are responsible for ensuring that known problems or
events, that may impact on the everyday business of NBSC and HSH, are made known to
both helpdesks.
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ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH_— "sion: 1.0
Date: 25/02/00
Interface ,
6. Responsibilities - Specific
6.1 NBSC
a)
b)
c)
d)
e)
aD)
NBSC are responsible for informing HSH of any known issues or problems that may
cause incidents to be logged or cause an exceptional increase in call volumes at HSH via a
telephone call direct to manager/team leader.
NBSC will raise an incident in response to an authenticated telephone call from HSH
giving the caller a unique incident number.
NBSC will accept incidents in to their management domain in accordance with the
responsibility matrix detailed in section 11 below. This rule is subject to two exceptions
detailed in para’s g) and j) below.
On acceptance of the incident NBSC will manage the incident in accordance with POCL
incident management processes.
On acceptance of the incident by NBSC, HSH will close their incident. This closure
occurs because management of the incident has moved from the HSH management
domain to the NBSC management domain.
When NBSC receive an inappropriate call, NBSC are responsible for ensuring the caller
is redirected to the correct helpdesk. When a caller is redirected an incident will be logged
and immediately closed.
When NBSC receive a call for an incident redirected from HSH and NBSC deem that call
to be inappropriate the incident must be accepted and passed to team leader/manager to
address the issue.
If NBSC receive a complaint call about the HSH service or Horizon Solution the
complaint call must be logged and dealt with in accordance with the NBSC complaint
procedure. Additionally all complaint calls will be referred to the Helpdesk monthly
review forum for discussion and where appropriate - action
The NBSC is responsible for co-operating fully with HSH in the resolution of complex
appropriate incidents. A complex appropriate incident is defined as “an incident that
requires both NBSC and HSH action to resolve the incident”.
The NBSC is responsible for accepting and logging undefined incidents - an undefined
incident, is an incident that is not listed in section 11 below. Such incidents will be
referred to the team leader/manager to address. In addition undefined incidents will be
referred to the NBSC/HSH review forum for consideration and permanent inclusion
within the responsibility matrix at section 11 below. In this context the term undefined
incidents applies to, undefined incidents that relate to the NBSC Service, HSH Service or
Horizon solution.
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ICL ICL Pathway/POCL Interface Ref: CS/IFS/007
Pathway Agreement for the NBSC and HSH_— "sion: 1.0
Date: 25/02/00
Interface
6.2 HSH
a)
b)
c)
qd)
e)
8)
h)
dD
HSH are responsible for informing NBSC of any known issues or problems that may
cause incidents to be logged or cause an exceptional increase in call volumes at NBSC.
via a telephone call direct to manager/team leader.
HSH will raise an incident in response to an authenticated telephone call from NBSC
giving the caller a unique incident number.
HSH will accept incidents in to their management domain in accordance with the
responsibility matrix detailed in section 11 below. This rule is subject to two exceptions
detailed in para’s g) and j) below.
On acceptance of the incident HSH will manage the incident in accordance with ICL
Pathway incident management processes.
On acceptance of the incident by HSH, NBSC will close their incident. This closure
occurs because management of the incident has moved from the NBSC management
domain to the HSH management domain.
When HSH receive an inappropriate call, HSH are responsible for ensuring the caller is
redirected to the correct helpdesk. When a caller is redirected an incident will be logged
and immediately closed.
When HSH receive a call for an incident redirected from NBSC and HSH deem that call
to be inappropriate the incident must be accepted and passed to team leader/manager to
address the issue.
If HSH receive a complaint call about the NBSC service or Horizon Solution the
complaint call must be logged and dealt with in accordance with the HSH complaint
procedure. Additionally all complaint calls will referred to the Helpdesk monthly review
forum for discussion and where appropriate - action
The HSH is responsible for co-operating fully with NBSC in the resolution of complex
appropriate incidents. A complex appropriate incident is defined as “an incident that
requires both NBSC and HSH action to resolve the incident”.
The HSH is responsible for accepting and logging undefined incidents - an undefined
incident, is an incident that is not listed in section 11 below. Such incidents will be
referred to the Team Manager to address. In addition undefined incidents will be referred
to the NBSC/HSH review forum for consideration and permanent inclusion within the
responsibility matrix at section 11 below. In this context the term undefined incidents
applies to, undefined incidents that relate to the NBSC Service, HSH Service or Horizon
solution.
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7. Incident Management - Key Roles and
Contact Numbers
The following key roles operate within the scope of this interface agreement
7.1 The NBSC Helpdesk Manager
Role Name Telephone Number _I Location
Service Support Jill Camplejohn
Manager
Team Leader Gary Blackburn
Team Leader Sandra Evans
Team Leader Julie Edgley
Team Leader Tan Speck
7.2 The Horizon System Helpdesk
Role Name Telephone Number _I Location
HSH Ops Manager Beverly Evans Stevenage
HSH Ops Manager Karen Luckman Manchester
HSH Team Manager Morris Addyman Manchester
HSH Team Manager Emma Barlow Manchester
HSH Team Manager Caroline Booth Manchester
HSH Team Manager William Byrne Manchester
HSH Team Manager Bev Olive Manchester
HSH Team Manager Noel Butcher Stevenage
HSH Team Manager Jane Collins Stevenage
HSH Team Manager Debbie Hall Stevenage
HSH Team Manager Phillippa Stevenage
Whittington
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ICL ICL Pathway/POCL Interface Ref. CS/IFS/007
Pathway Agreement for the NBSC and HSH Version: Lo ,
Interface Date: 25/02/00
8 Process Models for HSH and NBSC Interaction
Four process diagrams are shown on the following pages. The first two relate to the HSH.
The third and fourth relate to the NBSC. The diagrams show the interfaces between the HSH
& NBSC and how those interfaces are expected to work in support of business as usual
activity.
The process diagrams include:
(a) an anti-call-bouncing link which prevents callers being passed backwards and forwards
between the two desks,
(b) anew “hot line” (not yet implemented) between team leaders on the HSH and NBSC to
facilitate the agreement of a way forward when attempted call transfers between the two
desks fail.
The process diagrams assume that:
(C) there is a well defined list of appropriate incidents for both desks, which accommodate
new unexpected incident types,
(d) the desk transferring an incident closes their incident when the other desk accepts the
transfer.
(e) The MIS systems associated with the NBSC and HSH will record the correct incident
type for incidents that are accepted via the anti-call-bouncing agreement.
(f) The performance of the ant- call bouncing agreement will be reviewed at the Helpdesk
Review forum to ensure the agreement does not impact on the contract
On the following four process diagrams only the sub-processes listed below relate directly to
this Interface Agreement. The other sub-processes shown on the diagrams and their
interactions are included for information purposes and may be subject to change solely at the
discretion of ICL Pathway (sub-processes with prefix H) and Post Office (sub-processes
prefix N).
Processes relating directly to this interface agreement include:
H1, HS, H10, H11, H12, H13, H18, H19, H20, H21, H22, H23.
NI, N2, N10, N11, N12, N13, N18, N19, N20, N21, N22, N23.
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Pathway Agreement for the NBSC and HSH_—Y°sion 00)
ate: 25/02,
Interface
8.1 ICL Pathway HSH Processes
Telephone H1. Receive
call from post [> call
office outlet,
central post
office:
organisation Yes existing incide
pathway (caller quotes HSB> —
and open sei [*———{ G )
incident
H3. Open ' Telephone
incident and call from
Ha. Update validate caller 111. Provide NBSC to
incident record HSH incident report an
and/or commun: ref. to NBSC
icate progress
info. from
incident record
and cross-refer
HSH incident to
supplied NBSC
incident ref,
€aller passes
validation ?
Caller states
“referred by
NBSC”?
Ha, Terminate
H12. Listen to
call and close
caller
incident HSH /NBSC
ANTI-CALL-
BOUNCING His. Inform
LINK NBSC that
incident has
Appropriate
NBSC incident 2,
‘Appropriate
HSH incident 2
‘Appropriate
been rejected,
HSH incident 2
terminate call
and close
HSH incident
H5. Refer
caller to NBSC,
terminate call Route directly”
caller, inform
that incident is
being
HSH domain ?
H8. Inform that incident is.
caller, Yes Ts incident No [being
HSH incident initial call ? terminate call
ref. to caller, jand progress
terminate call resolution which
HSH incident [call-back.
Yes Is incident No
resolved within
HSH?
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Interface a
H18. Make
‘Kppropriate to telephone call
transfer incident to NBSC and
to NBSC ? report incident
} Telephone
No call to NBSC
HSH cident snetdent
incident
orate HSH incident to
‘expert
women supplied NBSC
incident ref.
H20. Terminate
Is incident Yes I telephone call
ICL expert domains accepted by and close HSH
the NBSC ? incident
No
to contact ICL
Pathway Duty,
‘Appropriate
to re-route ?
H16, Contact
ICL Pathway
Duty Manager
To ICL Pathway
Duty Manager
H15. Receive
notification of
incident resolu-
tion or request
for re-routing
Incident
resolution
available ?
H17. Close
HSH incident
§ ‘) I and attempt to
H21. Terminate
call and escalatel
ito HSH Team
Leader
H22, Discuss
with NBSC
Team Leader
and attempt to
agree a way
forward
Way
forward
agreed ?
H23. Discuss
with NBSC
Team Leader
agree a way
Team
Leader
"Hot Line”
call to the
NBSC
Team
Leader
“Hot Line"
call from
the NBSC_
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Pathway Agreement for the NBSC and HSH venon 25102100
Interface eS
8.2 Post Office NBSC Processes
Telephone as eeceive N10, Recewe
call from post jephone call, call, and open
office outtet, -——]_ Pen NESE NBSC incident
central post incident an
listen to caller Telephone
office call from
organisation
Sorc N11. Provide HSH to
Pathway NBSC incident report an
organisation Loter refence. Yes ref. to HSH and incident
(preclive nero lcross-refer
reference y ? NBSCincident
data - to be to supplied HSHI
confirmed) HSH / NBSC incident ref.
ANTI-CALL-
BOUNCING i
LINK
‘ Aopropriats N12. Listen to
lo
NBSC incident caller
? N13. Inform
HSH that
’ Yes incident has
N2. Refer b .cted
caller, terminate NS Nowe Goldene No I terminate call
telephone call Communicate and close
jand close NBSCI NBSC incident ° NBSC incident
incident ref. to caller
Na. Attempt
resolution within jxag——
Tier 1
NS. Inform
Is incident
resolved within
Tier 1?
caller, terminate I YS
telephone call
land close NBSC
incident
N6. Inform N7. Attempt
caller that call is resolution within
being = I__I Tier 2, which
transferred, then may involve a
i pass to Tier 2 call-back
N9. Update NB. Inform
knowledge baseI caller, terminate} Yes Is incident
to facilitate Tier jag telephone call resolved within
1 resolution in land close NBSC Tier 27
the future incident
Route directly to
post office expert
domain ?
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Pathway Agreement for the NBSC and HSH venon 25102100
Interface
N18. Make
telephone call
to HSH and
report incident
‘Appropriate to
transfer incident
toHSH ?
1 Telephone
call to HSH
N19. Provide to report an
NBSC incident incident
ref. to HSH and
N14. Route
incident to post Jcross-refer NBS
office expert incident to.
domain supplied HSH
incident ref.
N20. Terminate
Yes I telephone call
land close NBSCI
incident
Is incident
accepted by
Post office expert
the HSH ?
domains
No
‘Appropriate N15. Receive N21. Terminate
to raise a notification of call and escalatel
problem ? incident resolu- to NBSC Team
tion or request Leader
for re-routing
N22. Discuss
with HSH
Team Leader
and attempt to
agree a way
forward
Incident
resolution
available ?
‘Appropriate
to re-route ? Team
Leader
"Hot Line”
call to the
HSH
N16. Close
NBSC incident
y Team
NIT. Ral Leader
aise " .
Hot Line’
—— fg $$ ______]
Problem call from
N23. Discuss the HSH
with HSH
Team Leader
To post office and attempt to
ProblemManagement agree a way
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Pathway Agreement for the NBSC and HSH Version: Lo ,
Interface Date: 25/02/00
9. Helpdesk Communications
Daily interaction between helpdesks will as a general principle be conducted in accordance
with the process diagrams shown above.
Incident analysts at NBSC will communicate with Technical Support Advisors from HSH
Incident analysts at NBSC will escalate issues to their Team Leaders/Team Managers
Technical Support advisors at HSH will communicate with incident analysts from NBSC
Technical Support Advisors at HSH will escalate issues to their Senior Technical Support
Advisors/Team Managers
Team Managers from HSH and NBSC will interact to resolve issues
Team Managers from NBSC will communicate issues to the NBSC Helpdesk Manager
Team Leaders/Managers from HSH will communicate issues to the HSH Manager
The NBSC Helpdesk Manager and HSH manager interact to resolve issues
Any issues that cannot be resolved within 48 hours must be escalated to the Head of NBSB
and Strategic Services Manager from ICL Pathway to resolve and invoke the joint ICL
Pathway/POCL problem management process where appropriate
Monthly communications will be achieved through the helpdesk review forum.
10. NBSC/HSH Review Forum
The performance of work undertaken across the NBSC/HSH interface will be the subject of
monthly review. The output of the review forum will provide input to:
© The Horizon Service Review Forum
The NBSC/HSH Review forum will also accept input from the Horizon Service Review
Forum.
10.1 NBSC/HSH Review Forum Objectives
© To Establish effective co-operation between NBSC and HSH in the delivery of incident
management to Post Office outlets
© To Work to continuously improve the incident management service offered by the
helpdesks to helpdesk customers.
e To Address matters of joint concern that impact on the HSH and NBSC; and the services
offered by the HSH and NBSC
¢ To Invoke corrective action where appropriate and ensure that incidents and issues of
concern to Post Masters are dealt with properly though the procedures established by
POCL and ICL Pathway - within the bounds of the Service Management Framework
e To agree HSH and NBSC achievement and service improvement opportunities, which may
be escalated to the HSRF
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Pathway Agreement for the NBSC and HSH
Interface
Ref:
Version:
Date:
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CS/IFS/007
1.0
25/02/00
10.2 NBSC/HSH Review Forum Agenda
1. Introduction
2. Confirm Meeting Purpose
3. Joint Review of Actions from Previous Meeting
4a. Review of NBSC Service Issues & Achievements
4b. Review of Service Improvement Plans and Opportunities
5a. Review of HSH Service Issues & Achievements
5b. Review Service Improvement Plans and Opportunities
6. Joint Incident Review — (Incidents for review must be raised 5 working days before the
meeting)
7. Joint Review of Customer Complaints — (Complaints for review must be raised 5 working
days before the meeting)
8a. Review of cash a/c scripts (on-going review process)
8b. Review of ICL Pathway/POCL Interface Agreement
9. AOB
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Pathway Version: 0.2
Date: 06/02/00
11. INCIDENTS —- NBSC/HSH RESPONSIBILITY MATRIX
POST-MASTER CAUSE FIRST CONTACT COMMENTS
INCIDENT
CANNOT LOG ON [1] SYSTEM FAILURE HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
REFER THE CALL TO THE HSH
CANNOT LOG ON [2] USER ERROR HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
WORK WITH THE PM TO RESOLVE THE PROBLEM. NBSC WILL
REFER THE CALL TO HSH IF THEY CANNOT HELP THE PM
CANNOT LOG ON [3] LOST PASSWORD NBSC IF THE PM CONTACTS THE HSH (IN ERROR) THE HSH WILL
REFER THE PM TO THE NBSC
CANNOT LOG ON [4] LOST PMMC CARD OR PIN HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
REFER THE CALL TO THE HSH.
CANNOT USE THE HORIZON HSH a) IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
COUNTER SYSTEM OR PART
OF THE SYSTEM [1]
MONITOR FAILURE
BASE UNIT FAILURE
SYSTEM ERROR/FAILURE
KEYBOARD FAILURE
SWIPE CARD FAILURE
BACK OFFICE PRINTER FAILURE
COUNTER PRIINTER FAILURE
SCANNER FAILURE
NETWORK HUB/LAN FAILURE
ISDN FAILURE
REFER THE CALL TO THE HSH
b) IF HSH IDENTIFY THERE HAVE BEEN A HIGH NUMBER OF
COMMON HARDWARE FAILURES (A TREND), THEY WILL
NOTIFY NBSC FOR INFORMATION AS CALL VOLUMES MAY
INCREASE
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Pathway Version: 0.2
Date: 06/02/00
POST-MASTER CAUSE FIRST CONTACT I COMMENTS
ISSUE
CANNOT USE THE HORIZON I USER ERROR — PM DOES NOT UNDERSTAND I HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
COUNTER SYSTEM OR PART I HOW TO OPERATE THE HORIZON SYSTEM REFER THE CALL TO THE HSH. NOTING THAT IF THE NBSC CAN
OF THE SYSTEM [2] OR PART OF THE SYSTEM ANSWER BASIC POST MASTER QUERIES IN THIS CATEGORY -
NBSC WILL ASSIST THE PM.
CANNOT ENTER A STANDARD I THE PM UNDERSTANDS HOW TO. HSH a) HSH WILL ACCEPT THE CALL IF THE PM USES THE
TRANSACTION ON THE COMPLETE THE POST OFFICE BUSINESS AS CORRECT POST OFFICE TERMINOLGY TO REFER TO THE
HORIZON SYSTEM [la] USUAL PROCESS WHICH RESULTS IN THE CORE PRODUCT
TRANSACTION. BUT THE PM DOES NOT b) HSH WILL REFER THE POST MASTER TO NBSC IF THE
(CORE PRODUCT) KNOW WHERE THE ASSOCIATED ICON IS TERMINOLOGY USED TO DISCRIBE THE PRODUCT IS NOT
LOCATED ON THE HORIZON SYSTEM. RECOGNISED
c) IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC WILL
WORK WITH THE PM TO RESOLVE THE PROBLEM
CANNOT ENTER A NON THE PM UNDERSTANDS HOW TO NBSC d)_ IF THE PM CONTACTS THE HSH (IN ERROR) - HSH WILL
STANDARD TRANSACTION COMPLETE THE POST OFFICE BUSINESS AS REFER THE PM TO NBSC
ON THE HORIZON SYSTEM USUAL PROCESS WHICH RESULTS IN THE e) THIS APPLIES TO ANY NON STANDARD TRANSACTION,
[2a] TRANSACTION. BUT THE PM DOES NOT WHETHER CORRECT OR IN-CORRECT TERMINOLOGY IS
KNOW WHERE THE ASSOCIATED ICON IS. USED TO DESCRIBE THE NON STANDARD PRODUCT
(NON CORE PRODUCT) LOCATED ON THE HORIZON SYSTEM.
CANNOT ENTER A STANDARD I ICON MISSING HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - THE NBSC WILL
TRANSACTION ON THE REFER THE PM TO HSH
HORIZON SYSTEM [1b] (CORE NOTE: THE RULES FOR INCORRECT TERMINOLOGY DESCRIBED
PRODUCT) ABOVE APPLY TO THIS TYPE OF PROBLEM
CANNOT ENTER A NON ICON MISSING NBSC IF THE PM CONTACTS THE HSH (IN ERROR) - HSH WILL REFER
STANDARD TRANSATION ON THE PM TO THE NBSC
THE HORIZON SYSTEM [2b]
(NON CORE PRODUCT)
COMMERCIAL IN CONFIDENCE
Page 19 of 22
FUJ00080405
FUJ00080405
ICL ICL Pathway/POCL Interface Agreement for the NBSC and HSH interface Ref: CS/IFS/XXX
Pathway Version: 0.2
Date: 06/02/00
POST-MASTER
INCIDENT
CAUSE
FIRST CONTACT
COMMENTS
CANNOT ENTER A STANDARD I a) THE PM DOES NOT UNDERSTAND, ORIS I a) NBSC a) THE PM WILL BE REFERRED TO NBSC FOR GUIDANCE IN
TRANSACTION ON THE NOT CLEAR, HOW TO COMPLETE THE b) HSH THE COMPLETION OF THE BAU PROCESS THEN THE PM
HORIZON SYSTEM [Ic] POST OFFICE BUSINESS AS USUAL WILL BE REFERED TO THE HSH FOR GUIDANCE ON HOW TO.
PROCESS WHICH RESULTS IN THE RECORD THE TRANSACTION ON THE HORIZON SYSTEM
(CORE PRODUCT) STANDARD TRANSACTION AND. b) IF THE PM CONTACTS THE HSH IN THE FIRST INSTANCE
b) DOES UNDERSTAND, OR IS NOT CLEAR, THE HSH WILL TRY AND ASCERTAIN THAT THE BAU
HOW TO ACCOUNT FOR THE PROCESS HAS BEEN COMPLETED SUCCESSFULLY AND
TRANSACTION ON THE HORIZON, THAT THE PM HAS A STANDARD TRANSACTION IN HAND.
SYSTEM IF THIS CANNOT BE CONFIRMED WITH ABSOLUTE
CONFIDENCE HSH WILL REFER THE PM TO THE NBSC
CANNOT ENTER A NON c) THE PM DOES NOT UNDERSTAND, OR IS I NBSC c) FOR NON STANDARD TRANSACTIONS - IF THE PM
STANDARD TRANSACTION NOT CLEAR, HOW TO COMPLETE THE CONTACTS THE HSH (IN ERROR) - THE HSH WILL REFER
ON THE HORIZON SYSTEM POST OFFICE BUSINESS AS USUAL THE PM TO THE NBSC
[2d] PROCESS WHICH RESULTS IN THE NON d) THE NBSC WILL GUIDE THE PM IN THE COMPLETION OF
STANDARD TRANSACTION AND THE NON STANDARD TRANSACTION
(NON CORE PRODUCT) d) DOES UNDERSTAND, OR IS NOT CLEAR,
HOW TO ACCOUNT FOR THE NON
STANDARD TRANSACTION ON THE
HORIZON SYSTEM
HAS AN EPOSS DISCREPANCY I USER ERROR AT OUTLET HSH HSH ARE RESPONSIBLE FOR ASSISTING THE PM IN THE
(DAILY) CORRECTION OF THE DISCRPANCY. HOWEVER, IF HSH
CANNOT RESOLVE AN EPOSS DISCREPANCY THE PM WILL BE
REFERED TO NBSC FOR APPROVAL TO ACCEPT THE
DISCREPANCY.
HAS AN EPOSS DISCREPANCY I USER ERROR AT OUTLET HSH HSH ARE RESPONSIBLE FOR ASSISTING THE PM IN THE
(WEEKLY)
CORRECTION OF THE DISCRPANCY. HOWEVER, IF HSH
CANNOT RESOLVE AN EPOSS DISCREPANCY THE PM WILL BE
REFERED TO NBSC FOR APPROVAL TO ACCEPT THE
DISCREPANCY.
COMMERCIAL IN CONFIDENCE
Page 20 of 22
FUJ00080405
FUJ00080405
ICL ICL Pathway/POCL Interface Agreement for the NBSC and HSH interface Ref: CS/IFS/XXX
Pathway Version: 0.2
Date: 06/02/00
POST-MASTER CAUSE FIRST CONTACT — I COMMENTS
ISSUE
HAS A DISCREPANCY WHICH I USER ERROR AT OUTLET HSH (REFER TO I ANY DISCREPANCY THAT RESULTS IN THE NEED TO USE THE
CAUSES THE NEED TO USE NBSC) SUSPENSE ACCOUNT OR GENERATE AN ERROR NOTICE WILL
SUSPENSE ACCOUNT OR BE REFERRED DIRECTLY TO NBSC FOR RESOLUTION.
RAISE AN ERROR NOTICE
NEEDS SUPPORT WHEN USER QUERY OR INCIDENT WHEN HSH HSH LEAD POST MASTER THROUGH CASH ACCOUNT USING
COMPLETING CASH COMPLETING CASH ACCOUNT CALL SCRIPTS WHICH WILL RESULT IN:
ACCOUNT a) COMPLETE CASH ACCOUNT
b) CASH ACCOUNT DICREPANCY (REFER TO DISCREPANCY
ABOVE)
c) SYSTEM/HARDWARE ERROR - UNABLE TO COMPLETE
CASH ACCOUNT
FOR b) THE RULES ABOVE FOR “HAS AN EPOSS DISCREPANCY
(WEEKLY)” APPLY
FOR c) THE RULES ABOVE FOR “CANNOT USE THE HORIZON
COUNTER SYSTEM OR PART OF THE SYSTEM [1]” APPLY
CANNOT COMPLETE CASH a) BECAUSE OF SYSTEM FAILURE THAT _ I HSH a) HSH MANAGE THE REPAIR OF THE SYSTEM AND REFER
ACCOUNT WILL NOT BE REPAIRED WITHIN THE THE PM TO NBSC. THE PM MUST INFORM THE NBSC THAT
CURRENT CAP THE CASH ACCOUNT WILL NOT BE COMPLETE
b) BECAUSE USER ERROR CANNOT BE b) IF HSH CANNOT RECOVER THE USER ERROR USING
RECOVERED WITHIN CURRENT CAP SCRIPTS AND THE CASH ACCOUNT CANNOT BE COMPLETE
THE PM WILL BE REFERRED TO NBSC.
WISHES TO EXTEND their CAP I POST MASTER REQUEST NBSC IF THE PM CONTACTS THE HSH (IN ERROR) THE HSH WILL
REFER THE PM TO THE NBSC
CANNOT CREATE USER USER KNOWLEDGE HSH TBC
HAS AN AP DISCREPANCY OR I USER ERROR AT OUTLET HSH
MISMATCH BEFORE CUT OFF
(DAILY)
COMMERCIAL IN CONFIDENCE
Page 21 of 22
FUJ00080405
FUJ00080405
ICL ICL Pathway/POCL Interface Agreement for the NBSC and HSH interface Ref: CS/IFS/XXX
Pathway Version: 0.2
Date: 06/02/00
POST-MASTER
ISSUE
CAUSE
FIRST CONTACT
COMMENTS
HAS AN AP DISCREPANCY OR I USER ERROR AT OUTLET NBSC
MISMATCH AFTER CUT OFF
(DAILY)
WISHES TO CREATEANEW _ I USER KNOWLEDGE HSH CREATION OF OUT OF HOURS STOCK UNIT ETC
STOCK UNIT
SERVED FROM WRONG USER KNOWLEDGE ON REVERSALS HSH SERVED FROM WRONG UNIT AND NEEDS INSTRUCTION ON
STOCK UNIT HOW TO CARRY OUT A REVERSAL.
WISHES TO DELETE A STOCK I USER ERROR AT OUTLET OR USE HSH
UNIT KNOWLEDGE
NEEDS CLARIFICATION OF KNOWLEDGE OF AGREED PATHWAY/POCL I NBSC EXAMPLES: HORIZON DOCUMENT ERRORS, POWER FAILURE,
POST MASTER
RESPONSIBILITIES
PROCESS IS IMPACTING ON THE BUSINESS
OF THE POST OFFICE OUTLET
SECURITY BREACH, EQUIPMENT MOVEMENT
COMMERCIAL IN CONFIDENCE
Page 22 of 22