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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
Document Title:
Document Type:
Release:
Abstract:
Document Status:
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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
Alison Peacock, Julie Welsh
ICL Pathway: Margaret Cudlip, John Dicks, Dean Felix, Dave
Fletcher, Graham Hooper, Alison Peacock, Julie Welsh, Martin
Whitehead.
Steve Austin, Horizon Product Management
Document Controller & Author
ICL Pathway Library, Pamela Coe, Andrew Donnelly, Dean
Felix, Brendan Nugent, Mik Peach, Dave Riglar.
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Version: 2.0
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0.0 Document Control
O.L Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
No.
ou 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.
Ll 15/08/00 Draft for ICL Pathway and Post Office I CCN630
Counters Ltd review. cP.
12677
2.0 12/09/00 Approved. CP2753
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 Documenty
Reference Version I Title Source
CR/FSP/0004 5.4 Service Architecture Design ICL Pathway
Document
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and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
Reference Version I Title Source
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
CS/PRD/o2z9 4.0 The Management Process for ICL Pathway
Operational Business Change -
Outlet
CS/PRD/o58 3.0 ICL Pathway/POCL Interface ICL Pathway
Agreement - Product
CS/PRO/o90 3.0 CSR+ Access Control and User ICL Pathway
Administration PPD
CS/PRO/o91 2.0 CSR+ Automated Payment Service ICL Pathway
PPD
CS/PRO/093 2.0 CSR+ Introduction PPD ICL Pathway
CS/PRO/094 2.0 CSR+ Order Book Control Service ICL Pathway
PPD
CS/PRO/o095 2.0 CSR+ Electronic Point of Sale Service I ICL Pathway
PPD
CS/PRO/096 3.0 CSR+ Logistics Feeder Service PPD ICL Pathway
CS/PRO/o97 2.0 CSR+ Operating Environment PPD ICL Pathway
PA/STR/013 1.0 ICL Pathway Core System Release ICL Pathway
Plus Contents Description
0.4 Abbrevictions/Definitiony
Abbreviation Definition
ACUA Access Control and User Administration
AP Automated Payment
APS Automated Payments Service
BT British Telecommunications
CAP Cash Account Period
CSR+ Core System Release Plus
EPOSS Electronic Point of Sale Service
FAD Financial Accounts Division (of the Post Office)
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Version: 2.0
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Abbreviation Definition
HAPS Host Automated Payment System
HFSO Horizon Field Support Officer
HSH Horizon System Helpdesk
ICL International Computers Limited
ISDN Integrated Services Digital Network
LAN Local Area Network
LFS Logistics Feeder Service
MIB Management Information Briefing
NBSC Network Business Support Centre
OBC Operational Business Change
OBCS Order Book Control Service
OPS Office Platform Service
OSD Outsourcing Service Division (a company within ICL)
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
RD Returned to Drawer
RNM Retail Network Manager
SHD Service Helpdesk
SLA Service Level Agreement
SMC Systems Management Centre
TIP Transaction Information Processing
TP Transaction Processing
UAE User Awareness Event
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Version: 2.0
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Abbreviation Definition
WAN Wide Area Network
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CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
0.5 Changes mw this 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.
CS/FSP/o02] removed.
1d Updated to reflect restructured HSH calls (CCN630).
Updated to include new CSR+ HSH calls (CP2677).
2.0 Document-only changes (CP2753):
Abbreviations: Removal of ‘RDS’. Correction of ‘RD’ definition.
Section 5.2 Cash account: Amendment of 1* sentence from ‘The HSH
is available to offer assistance on training incidents...’ to ‘The HSH is
available to offer additional advice for incidents...’.
Section 5.3 Change: Deletion of ‘temporary or’ from 1“ paragraph.
Amendment of ‘Post office temporary closure’ and ‘Post office
planned closure’ to ‘Post office planned temporary closure’ and ‘Post
office planned permanent closure’.
Section 5.5 Documentation: Addition of the following sentence to the
end of the paragraph: ‘The HSH will pass the call on to the
appropriate unit within ICL Pathway for resolution.’
Section 5.7 Hardware: Insertion of the phrase ‘, e.g. because the
equipment is damaged’ after ‘in using the equipment installed at the
outlet’.
Section 5.9 Inappropriate helpdesk: Replacement of ‘Post Master
Improvement by ‘Suggestions for service improvement’.
Section 5.10 Network: Replacement of last sentence by ‘In the event of
a LAN or WAN failure, the HSH will allocate an ICL or BT engineer as
appropriate to attend the post office. The caller will be told when the
engineer is expected to arrive.’
Section 5.13 Reference data: Replacement of 3 occurrences of ‘The
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NBSC must also check that the correct data is held in the POCL RDS’
by ‘The HSH will confirm with the NBSC that the relevant reference
data has been sent to ICL Pathway’.
0.6 Changes Expected
Changes
Change of first line support from HSH to NBSC (CRPou1).
Addition of TP as a source of calls to the HSH (awaiting CR).
It is anticipated that changes will be agreed as a consequence of the User Confidence
Test (UCT) and Live Pilot.
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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 ..
HSH telephone numbers .....
HSH service hours
Contacting the HSH...
5 HSH calls...........+
51 Advice and guidance...
5.2 Cash account...
53 Change...
5.4 Customer complaint...
5.5 Documentation...
5.6 Environmental...
5.7 Hardware...
5.8 Implementation.
5.9 Inappropriate helpdesk...
510 Network,
5. Operational ..
5.2 Reconciliation.....
5.13 Reference data...
5.14 Security.
5.15 — Software.....
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516 Training
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ICL Pathway CSR+ HORIZON SYSTEM HELPDESK Processes __ Ref: CS/PRO/og2
and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
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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4.1
The structure of the helpdesk service is as follows:
Helpdesk structure
POCL staff Auditors, OSG, TIP
TIP
HAPS
IAuthorised-
user password
OSG
TIP
Authorised-
user password
HSH
Outlets
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
The HSH telephone contact number is e old number, 0345
762576, which is printed on PMMCs, may still be used and will be redirected
until 2001.
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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 HSH calls 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 HSH cally
This section gives descriptions of the calls that may be received by the HSH
from PO outlet staff and POCL clients.
5.1 Advice and guidance
Problem Description
Administration The HSH is available to offer advice and guidance to
Daily/weekly Post Office outlet staff on the use of the ICL Pathway
y Y systems or applications, for example, EPOSS, APS, LFS
reports run before
and OBCS.
the cash account
> The HSH staff have access to counter procedures and
Housekeeping : .
reference systems, and are trained in the use of the
Reversal system.
Serve Customer Should Post Office staff have difficulty in using the
enquiry system, they should contact the HSH.
Other
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5.2 Cosh account
Problem Description
Declarations The HSH is available to offer additional advice for
Di > incidents arising from cash account balance activities.
jiscrepancies
Receipts and
payments do not
match
Stock unit balance
and rollover
These incidents fall outside the normal five to ten
minute advice and guidance calls.
If the caller wants advice on a business issue, such as
when to use a suspense account or error notice, the
caller is referred to the NBSC.
Trial/final balance
and CAP rollover
Outlet in wrong
CAP/extended
CAP
The HSH is able to provide advice when the caller is in
an old CAP. Should the caller be in a CAP too far ahead
or they want to extend the CAP, the caller is referred to
the NBSC.
POCL business
issue
All calls related to POCL business issues are referred to
the NBSC.
Suspense account
and error notice
Should a caller request advice regarding suspense
accounts and error notices, the HSH only advise on
navigation to icons and procedures in the following
areas: RD cheques, POCL cheques and vouchers. All
other calls are referred to the NBSC.
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5.3 Change
Problem
Description
Post office
emergency closure
The NBSC acts as business support for the outlets and
will be contacted in the event of an outlet closing on an
emergency basis. The NBSC will inform ICL Pathway of
Bost ai all such instances by logging an incident call on the HSH
reopening (no - ,
change) quoting the post office FAD code, the caller’s name and
contact number and the nature of the closure. The HSH
will cancel any planned engineer visits to that site, as
outlined in the document:
The Management Process for Operational Business
Change - Outlets [Ref. CS/PRD/oo29].
Post office Planned changes are managed in conformance with the
planned processes for Operational Business Change established
temporary closure between POCL and ICL Pathway.
“Post office ‘The processes are based on the delivery of change to
planned agreed timescales, the detail of which can be found in:
reopening ICL Pathway/POCL Interface Agreement - Outlet
Post office [Ref. CS/IFS/o03]
planned
permanent ICL Pathway/POCL Interface Agreement - Product
closure [Ref. CS/PRD/058]
Post office
planned
relocation
Post office
configuration
change
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and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
5.4 Customer complaint
Problem
Description
Complaint about:
e A Horizon
engineer
e HSH not
calling back
e HSH giving
incorrect
advice
e HSH giving
inappropriate
referral
e HSH refusing
to give the
incident
number
¢ HSH attitude
Should the outlet manager have an issue with the service
or equipment provided by ICL Pathway, or about the
NBSC, 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 senior member of staff who 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.
Complaint about
HFSO, RNM or
other part of
POCL
The caller is referred to the NBSC.
Complaint
regarding normal
system
functionality
Where the system is working to normal specifications,
the caller is referred to the NBSC.
Complaint about
Implementation
or other part of
ICL Pathway, or
the NBSC
Should the outlet manager have an issue with the service
or equipment provided by ICL Pathway, or about the
NBSC, and wishes to complain, they can contact the
HSH who will manage the complaint.
In the event of service complaints being received, the
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Problem Description
Lack of progress HSH will log all details regarding the complaint and
on call/on-going _ refer the caller to a senior member of staff who will then
system problems. 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.
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and Procedures Description
Version: 2.0
Commercial in Confidence Date: 12/09/00
5.5 Documentation
Problem Description
Documentation Should Post Office staff require assistance in using the
issue Horizon System User Guide or Counter News or
discover an error within them, they should contact the
NBSC.
If they require assistance in using the Training
Workbooks or discover an error within them, they
should contact the HSH. The HSH will pass the call on
to the appropriate unit within ICL Pathway for
resolution.
5.6 Environmental
Problem Description
Environmental Environmental calls are referred to the NBSC.
issue
Post office power _ All power issues are referred to the NBSC.
failure However, the HSH log reports power failures for
information, as a cause of non-polling.
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Version: 2.0
Commercial in Confidence Date: 12/09/00
5.7 Hardwore
Problem Description
Back office printer Ifa problem arises in using the equipment installed at
fault the outlet, e.g. because the equipment is damaged, the
outlet manager or outlet staff will ring the HSH to gain
Hal haannnan access to suitable support. The caller will be required to
fault make a note of the activity being performed when the
Counter printer problem arose, before the HSH is called.
fault
In the event of an outlet PC system failure ora
Keyboard fault peripheral failure, the HSH will allocate an engineer to
Wonton ay attend the post office. The caller will be told when the
Magnetic card : ‘ .
engineer is expected to arrive.
reader fault
The engineer will normally carry spare parts with him;
Monitor fault i"
however occasionally spare parts may need to be
Monitor touch couriered to the post office. In this instance the engineer
facility not will arrive shortly after the spare part has been
functioning delivered. The post office will be informed in advance to
expect a spare part to be delivered. Once at the post
Processor fault
office the engineer will replace the faulty part, test its
Processor swap operation and then check that the outlet manager is
due to software happy that the system is now operational. The engineer
error will remove any broken equipment when he leaves.
Smart card reader If equipment is damaged the engineer will complete a
fault 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].
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Version: 2.0
Commercial in Confidence Date: 12/09/00
5.8 Implementation
Problem Description
Complaints Calls from outlets are registered on the HSH and given
an incident number. The incident calls are then passed
on to the implementation desk who will alter schedules
ISDN where possible or liaise with suppliers performing
Totes installation or migration work to rectify the incident.
Installation
Letters
All other calls are redirected to the implementation
M. t
lanagemen’ desk.
Information
Briefing (MIB)
Migration
Modifications
Preparation
Re-survey
Site survey
Survey call
Training
Trolley
User Awareness
Event (UAE)
General
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Commercial in Confidence Date: 12/09/00
5.9 Inappropriate helpdesk
Problem
Description
Consumable order
Incorrect helpdesk
called
Non-Horizon
equipment
Should a member of the outlet staff contact the HSH
with a problem that does not relate to the ICL Pathway
system or operation, they will be referred to the NBSC.
POCL business
issue
Weighing-related
LFS stock query
Should a member of the outlet staff contact the HSH
with a problem that does not relate to the ICL Pathway
system or operation, they will be referred to the NBSC.
Memo View
business query
Should a member of the outlet staff contact the HSH
with regard to either a Post Office Counters Ltd business
message or where the information has been sent to an
inappropriate office (e.g. regional products), they will be
referred to the NBSC.
Suggestions for
Should a member of the outlet staff contact the HSH
service with regard to suggestions for service improvement, they
improvement will be advised to write to the NBSC at the address given
in Counter News.
Request for Should a member of the outlet staff contact the HSH
counter change
with regard to a counter change, they will be referred to
the RNM to raise an OBC form.
Wrong number
Should a member of the outlet staff contact the HSH as a
wrong number, the HSH will take no action.
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5.10 Network
Problem Description
Disconnected The network is monitored centrally and any fault will
node (LAN) most likely be resolved before it becomes visible to the
ISDN failure
(WAN)
Outlet
disconnected from
data centre during
smart card
transaction
Unable to contact
post office. However, should the post office encounter
networking difficulties the HSH should be contacted.
Networking difficulties are likely to show themselves as
messages saying that the central system cannot be
contacted. If this occurs, a member of the outlet staff
should contact the HSH who will take details of the
network fault. The fault will be investigated and
corrected by support staff who will inform the outlet
manager when the network link has been restored. In
the event of a LAN or WAN failure, the HSH will
Hi
Q allocate an ICL or BT engineer as appropriate to attend
the post office. The caller will be told when the engineer
is expected to arrive.
5.11 Operational
Problem Description
File transfer
problem
Remote systems
hardware
Remote systems
network
Remote systems
software
Incidents arising from the transfer of data into and out
of the ICL Pathway environment and systems should be
registered on the HSH. The HSH will pass these
incidents initially into ICL Pathway operations who will
investigate the nature of the incident and pass the call
into second line support if necessary.
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Version: 2.0
Commercial in Confidence Date: 12/09/00
5.12 Reconciliation
Problem Description
Reconciliation/ Reconciliation incidents will be raised from various
business incident sources: the outlet staff, POCL concerning the EPOSS,
APS and Reference Data services, and ICL Pathway
Business Support for all services.
All incidents will be registered on the HSH and will be
passed directly to the ICL Pathway Business Support
Unit where they 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.
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Version: 2.0
Commercial in Confidence Date: 12/09/00
5.13 Reference date
Problem Description
Address/phone Should a member of the outlet staff contact the HSH to
number incorrect _ report that the address or phone number of the outlet is
incorrect, the HSH will refer the caller to the NBSC for
confirmation of the correct details for the outlet. The
HSH will confirm with the NBSC that the relevant
reference data has been sent to ICL Pathway.
ICL Pathway When the expert teams in ICL Pathway or POCL identify
reference data incidents caused by incorrect reference data, they are
incorrect logged in the appropriate domain for resolution.
Missing Should a member of the outlet staff contact the HSH to
icon/product report that the icon for a core product or AP appears to
(core product and _ be missing, the HSH will refer the call to ICL Pathway
AP) for investigation. The HSH will confirm with the NBSC
that the relevant reference data has been sent to ICL
Pathway.
Missing Should a member of the outlet staff contact the HSH to
icon/product report that the icon for a non-core product appears to be
(non-core missing, the HSH will refer the caller to the NBSC for
product) confirmation that the outlet should be selling the
product.
POCL reference When the expert teams in ICL Pathway or POCL identify
data incorrect incidents caused by incorrect reference data, they are
logged in the appropriate domain for resolution.
Product detail Should a member of the outlet staff contact the HSH to
incorrect report that the details of a product appear to be
incorrect, for example price, the HSH will refer the caller
to the NBSC for confirmation of the correct details. The
HSH will confirm with the NBSC that the relevant
reference data has been sent to ICL Pathway.
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5.14Seeurity
Incident
Description
Authorised-user
password required
Passwords within an office are controlled by 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].)
Caller fails initial
verification
Callers who ring the HSH in error and are not authorised
to use the HSH, will be refused access to the HSH and
directed to the NBSC.
Clerk/supervisor
access issue
If clerks/supervisors forget their passwords/get locked
out, the manager can sort it out. Any calls received by
HSH relating to this issue are directed to the NBSC to
have the procedures reinforced and to resolve any issues.
Communication
with the centre
failed, could not
get security data
Ifa member of outlet staff reports that the system
displayed a message during a POLO procedure to say
that communication with the centre failed and it could
not get new security data, the HSH will establish the
cause of the failure.
e Ifthe outlet is not currently authorised to collect the
security data (for example, because an authorisation
granted by the automated systems has expired), the
HSH will invoke the necessary authorisation (known
as ‘opening the door’). If the HSH are unable to do
this, the incident will be passed into the ICL Pathway
support organisation.
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Incident
Description
e Ifthe outlet cannot communicate with the centre via
the WAN, then the HSH will ensure that the
communications problem is resolved.
The HSH may advise the outlet to continue using the old
security data whilst the problem is being resolved.
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.
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:
¢ Ifthere is no stop in place, to make the encashment.
e Ifthere is a stop in place, not to make any
encashments but to impound the book.
e Ifthere is a recall in place with the effective date
earlier than today, to encash one valid foil and
impound the book.
e Ifthere 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.
PMMC or PIN lost
Each time a PC is powered on, the Post 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
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Commercial in Confidence Date: 12/09/00
Incident
Description
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 toa
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 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.
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
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Incident
Description
[Ref. CS/PRO/o97].)
Security data was
unusable
Ifa member of outlet staff reports that the system
displayed a message during a POLO procedure to say
that the security data received was unusable, the HSH
will advise the caller to retry the procedure. If the fault
recurs, then the incident will be passed into the ICL
Pathway support organisation.
5.15 Softwore
Problem
Description
Software error
System freeze
System message
displayed on
screen
Software problems can arise in the form of an error
message displayed on the screen or during the use of the
system when something fails to work as expected. Outlet
staff should record any messages appearing on the screen
or details of what activity was being undertaken at the
time of the problem and advise the HSH operator of
these messages and actions. Details of the incident will
be captured by the HSH operators who will determine
the nature of the problem, 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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5.16 Training
Problem Description
APS / APS The HSH is available to offer training to outlet staff
recovery where the caller needs to be talked through an action or
where the caller has made a mistake that needs to be
undone. Training calls typically last 30 to 45 minutes.
Cheque listing
Daily/weekly
reports
Deposits and
withdrawals
EPOSS transaction
Fitting
consumables
OBCS
Remittances
Reversing
transactions
System access
limit exceeded
System
administration
System navigation
Transaction log
Other
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