FUJ00080421
FUJ00080421
Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement — Ref: CS/IFS/007
Pathway for the HSH and NBSC Interface
Version: 3.0
Commercial in confidence Date: 25/09/02
Document Title: Fujitsu. Services Pathway/Post Office Limited Interface
Agreement for the Network Business Support Centre and
Horizon System Helpdesk.
Document Type: Interface Agreement
Release: N/A
Abstract: This document sets out the working relationship between Fujitsu
Services Pathway and Post Office Limited at the Network
Business Support Centre interface with the Horizon System
Helpdesk. It defines the customer and supplier responsibilities,
which both Post Office Limited and Fujitsu Services Pathway
must undertake in order to support the delivery of incident
management to the Post Office network.
Document Status: APPROVED
Originator & Dept: Julie Welsh, Strategic Services Team, Customer Services
Contributors: Contributors to this document version 0.1 were:
The Author, B. Davis (ICL Pathway), M. Plant (POL)
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 (POL), M. Plant (POL), J. Camplejohn
(POL), G. Blackburn (POL), B. Newton (POL)
Contributors to this document version 2.1 were:
The Author, B. Davis (ICL Pathway), D. Hall (ICL Pathway), P.
Whittington (Fujitsu Services Pathway), K. Harrod (Fujitsu
Services Pathway), J. Camplejohn (POL), M. Haynes (POL)
© 2002 Fujitsu Services Commercial in confidence Page: I of 30
FUJ00080421
FUJ00080421
Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement Ref: CS/IFS/007
Pathway for the HSH and NBSC Interface
Version: 3.0
Commercial in confidence Date: 25/09/02
Internal Distribution: Martin Riddell
Richard Brunskill
Reg Barton
Colin Lenton-Smith
Phillippa Whittington
External Distribution: Don Grey - POL
Mark Haynes - POL
Jill Campeljohn - POL
Liz Tuddenham - POL
Keith Baines - POL
Approval Authorities:
Name Position Signature Date
Martin Riddell Fujitsu Services Pathway
Manager of Customer
Services
Don Grey
Head of Network Support
© 2002 Fujitsu Services
Commercial in confidence
Page: 2 of 30
FUJ00080421
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Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement — Ref: CS/IFS/007
Pathway for the HSH and NBSC Interface
Version: 3.0
Commercial in confidence Date: 25/09/02
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 19/01/00 First draft
0.2 06/02/00 Second draft
1.0 25/02/00 First Working Release
2.0 13/07/00 Revised
21 04/07/02 Revised
3.0 25/09/02 For approval
0.2 Review Details
Review Comments by :
Review Comments to: I Julie Welsh
Mandatory Review Authority Name
POL Don Grey
POL Mark Haynes
POL Jill Campeljohn
HSH Phillippa Whittington
Fujitsu Services Pathway Reg Barton
Optional Review / Issued for Information.
Fujitsu Services Pathway Martin Riddell
POL Liz Tuddenham
( * ) = Reviewers that returned comments
0.3 Associated Documents
Reference Version I Date Title Source
CS/PRD/074 1.0 13/11/00 Incident Management I Fujitsu
Process Services
CS/PRD/021 Problem Management I Fujitsu
Process Services
CS/PRD/081 Ll 29/10/01 E -to -E complaints Fujitsu Services
© 2002 Fujitsu Services
Commercial in confidence
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Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement Ref: CS/TFS/007
Pathway for the HSH and NBSC Interface
Version: 3.0
Commercial in confidence Date: 25/09/02
18 30.10.01 NBSC/HSH - SPOC I POL = (Mark
specification Haynes)
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
CRU Counter Remittance Unit
cs Fujitsu Services Pathway Customer Service
HSH Fujitsu Services Pathway Horizon System Helpdesk
HSH STSA Horizon System Helpdesk Senior Technical Support Advisor
HSRF Horizon Service Review Forum
IM Incident Management
IS Infrastructure Services
NBSC Network Business Support Centre within POL
NS Network Support
OSD Fujitsu Services Pathway Operational Service Division
POL Post Office Limited
PM Post Master
SPOC Single Point of contact
STSA Senior Technical Support Advisor
™ Team Manager
0.5 Changes in this Version
Version
Changes
2.1
Includes reference to exceptional events
© 2002 Fujitsu Services
Commercial in confidence Page: 4 of 30
FUJ00080421
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Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement — Ref: CS/IFS/007
Pathway for the HSH and NBSC Interface
Version: 3.0
Commercial in confidence Date: 25/09/02
21 Includes reference to SPOC Phase 1.
21 Changes to key roles and contacts
2.1 Changes to NBSC/HSH Review Forum
21 Changes to contacts, responsibilities
3.0 Slight amendments from comments
0.6 Changes Expected
Changes
SPOC phase 2.
0.7 Table of Contents
1. Background 6
2. Intent of this Agreement 6
3. Scope 6
4. Change Control 7
5. Responsibilities — General 7
6. Responsibilities - Specific 8
6.1 NBSC 8
6.2. HSH 9
7. Process Models for HSH and NBSC Interaction 10
7.1 ICL Patuway HSH Proc 11
7.2. Post OFFICE NBSC PRocrI 13
8. Helpdesk Communications 15
9. I NBSC/HSH Review Forum 15
9.1 NBSC/HSH REVIEW FoRUM OBJECTIVES 15
9.2 NBSC/HSH REVIEW FORUM AGENDA 16
9.3 RECOMMENDED ATTENDEES AT THE HRF 16
Appendix A 17
INCIDENTS — NBSC/HSH RESPONSIBILITY MATRIX 7
Appendix B 22
INCIDENT MANAGEMENT — KEY ROLES AND CONTACT NUMBERS. 22
NBSC HELPDESK. 22
HORIZON SYSTEM HELPDESK 23
© 2002 Fujitsu Services Commercial in confidence Page: 5 of 30
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Fujitsu Services Fujitsu Services Pathway/POL Interface Agreement Ref: CS/TFS/007
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Version: 3.0
Commercial in confidence Date: 25/09/02
© 2002 Fujitsu Services Commercial in confidence Page: 6 of 30
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
” Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
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
POL and Fujitsu Services 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 network.
© 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 the NBSC and HSH will provide a seamless incident management service to Post
Office and agreed POL and Fujitsu Services Pathway support groups.
© The incident types and responsibilities of each helpdesk with respect to those incidents
(detailed in appendix A).
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 by post office outlet staff and support of the Horizon solution by POL and Fujitsu
Services Pathway support groups.
This document does not define or suggest how POL and Fujitsu Services Pathway support
groups will resolve incidents. Incident resolution is therefore beyond the scope of this
agreement.
The document defines exceptional event as an event that may cause a 75% increase in call
volume and/or is likely to impact the operation of the call management process. Under these
circumstances, direct communication will take place between HSH and NBSC.
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Fujitsu Fujitsu Services Pathway/POL Interface _ Ref: CS/IFS/007
Services Agreement for the HSH and NBSC Interface Version: 3.0
Pathway
Date: 25/09/02
The specific areas described within this agreement are:
4.
Key Responsibilities & Roles
Operating principles between NBSC and HSH
Communications between NBSC and HSH
Escalation of Incidents
Business rules/solutions that impact the NBSC and HSH delivery of incident management
Change Control
This interface agreement will be formally registered and controlled though the Horizon
Programme joint change control processes for document management.
5.
Responsibilities - General
Responsibilities - General are those responsibilities POL and Fujitsu Services Pathway have
that require successful completion to support NBSC and HSH in working together.
a)
b)
c)
d)
e)
f)
8)
h)
POL NS and Fujitsu Services Pathway Infrastructure Services (IS) are responsible for
developing and agreeing changes to the incident management process, which may impact
on procedures that affect both parties.
POL NS and Fujitsu Services Pathway (IS) are responsible for developing and agreeing
business rules/solutions that impact on or govern how incidents will be managed.
POL NS is responsible for advising NBSC of agreed changes to the incident management
process, which may impact on procedures.
Fujitsu Services Pathway (IS) is responsible for advising HSH of agreed changes to the
incident management process, which may impact on procedures.
POL NS is responsible for advising NBSC of agreed changes to business rules/solutions
that impact on the successful delivery of incident management.
Fujitsu Services Pathway (IS) is responsible for advising HSH of agreed changes to
business rules/solutions that impact on the successful delivery of incident management.
POL NS and Fujitsu Services Pathway (IS) are responsible for ensuring that incident
management process and practice employed fully supports the joint Problem Management
process.
POL NS and Fujitsu Services 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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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
” Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
6. Responsibilities - Specific
6.1 NBSC
a) NBSC Team Leaders are responsible for informing HSH of any exceptional event (known
issues or problems) or a trend spotted that may cause incidents to be logged or increase
call volumes. Communication of exceptional events is via a telephone call direct to the
HSH Duty Manager (appendix B of this document).
b) NBSC agents will raise an incident in response to a FADCODE telephone call from HSH
giving the caller a unique incident number.
c) NBSC will accept incidents into their management domain in accordance with the
responsibility matrix detailed in appendix A. This rule is subject to two exceptions
detailed in paragraphs g) and j) below.
d) On acceptance of the incident NBSC will manage the incident in accordance with POL
incident management processes.
e) 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.
f) 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.
g) When NBSC receive a call for an incident redirected from HSH, and NBSC deem the call
to be inappropriate, the incident must be accepted and resolved where possible using the
knowledge database to address the issue.
h) 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. If Tl is unable to resolve it the incident is transferred to T2 in the normal
manner. Where T2 can’t resolve it, the incident will be escalated to a team leader for
resolution. Whenever possible impact on customer performance must be considered and
the advisor is empowered to resolve the incident as appropriate.
i) 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”.
j) The NBSC is responsible for accepting and logging ‘undefined incidents’. An ‘undefined
incident’ is an incident that applies to the NBSC or HSH Service or the Horizon solution,
but is not listed in appendix A. These incidents will be referred to the Team Leader or
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
in appendix A.
k) The NBSC is responsible for defining the use of IVR at the NBSC and informing Fujitsu
Services Pathway of the content of messages; this will then be advised to HSH. Please
tefer to Technical Document on SPOC for further details.
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
Services Agreement for the HSH and NBSC Interface Version: 3.0
Date: 25/09/02
Pathway °
1) IVR messages may be requested by either party if an emergency situation arises, the POL
process for this action is outlined in NBSC/HSH - SPOC specification..
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
” Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
6.2 HSH
a) HSH Team Managers 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 NBSC/team leader. (appendix B).
b) HSH will raise an incident in response to an authenticated telephone call from NBSC
giving the caller a unique incident number.
c) HSH will accept incidents in to their management domain in accordance with the
responsibility matrix detailed in appendix A below. This rule is subject to two exceptions
detailed in paras g) and j) below.
d) On acceptance of the incident HSH will manage the incident in accordance with ICL
Pathway incident management processes.
e) 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.
f) 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.
g) 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 manager to address
the issue.
h) 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 be referred to the Helpdesk monthly
review forum for discussion and where appropriate: action
i) 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”.
j) The HSH is responsible for accepting and logging undefined incidents - an undefined
incident, is an incident that is not listed in appendix A 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 appendix A below. In this context the term undefined incidents
applies to, undefined incidents that relate to the NBSC Service, HSH Service or Horizon
solution.
k) Fujitsu services Pathway will agree with HSH the content of messages on the HSH
referrals option or any IVR in place.HSH/Fujitsu Services Pathway can suggest
appropriate options in the light of new incidents.
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
” Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
7. 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,
The process diagrams assume that:
(a) there is a well defined list of appropriate incidents for both desks, which accommodate
new unexpected incident types,
(b) The desk transferring an incident closes their incident when the other desk accepts the
transfer.
(c) 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.
(d) The performance of the anti- 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 Fujitsu Services 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.
COMMERCIAL IN CONFIDENCE Page 12 of 22
Fujitsu
Services
Pathway
Fujitsu Services Pathway/POL Interface
Agreement for the HSH and NBSC Interface
Ref:
sion:
Date:
CS/IFS/007
3.0
25/09/02
FUJ00080421
FUJ00080421
71
Telephone
central post
office
organisation
or
Pathway
organisation
Hi. Receive
call
isting incident
(caller quotes HSH
cident ref.) 2
2, Update
ineident record
and/or commun-
icate progress
info. from
[incident record
Ha, Terminate
call and close
incident
‘Appropriate
NBSC incident ?
Fujitsu Services Pathway HSH Processes
H10. Receive
call, verify caller
and open HSH
AS. Transfer
caller to NBSC, Yes
terminate call Route directly
and close to expert
incident domain ?
Hi, Commun-
icate HSH
icident ref. to
caller, inform
that incident is
being
progressed and HY AtsTT
terminate call resolution within
HSH
HB. Inform
caller, 1S incident
communicate resolved during
HSH incident intial call ?
ref. to caller,
terminate call
and close
HSH incident
H9. Commun-
licate HSH
incident ref. to
caller, inform
that incident is
being
progressed,
terminate call
land progress
resolution which
Imay involve a
call-back
Is incident No
resolved within
HSH ?
incident
H3. Open Telephone
incident and call from
validate caller Tit Provide NBSC to
HSH incident report an
ref, to NBSC incident
and cross-refer
No Caller passes HSH incident to
validation ? supplied NBSC
incident ref.
Caller states Yes
‘referred by H12, Listen to
NBSC’? caller
HSH / NBSC
ANTI-CALL-
BOUNCING AIS. inform
LINK NBSC that
incident has
‘Appropriate Appropriate been rejected,
HSH incident ? HSH incident ? terminate call
and close
HSH incident
Route directly
to Pathway
domain ?
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
Services Agreement for the HSH and NBSC Interface heey
8 Date: 25/09/02
Pathway
H18. Make
‘Appropriate 8 \_ Yes telephone call
transfer incident I to NBSC and
to NBSC ? report incident
Telephone
% i
call to NBS
{ H19. Provide to report an
HSH incident incident
BMC or other HSH incident to
athway
Fathwal supplied NBSC
incident ref.
H20. TerminateI
Yes I telephone call
and close HSH
incident
Is incident
accepted by
Pathway expert
the NBSC ?
Yes te ortact . H15. Receive H21. Terminate}
‘9 conta notification of call and escalat
incident resolu- to HSH STSA/
tion or request ‘Team Manage
for re-routing t
Yes H22, Discuss
with NBSC
No ‘cident Team Leader
‘Appropriate resolution and attempt to
to re-route ? agree a wa Team
available ? i y Leader
forward " .
Hot Line’
call to the
No NBSC
H17, Close
HSH incident
Y Team
H16. Contact Leader
wm} Pathway be
“Hot Line"I
Duty Manager
call from
H23. Discuss the NBSCI
with NBSC
Ki} z__I Team Leader Ig ( F )
To Pathway and attempt to
Duty Manager agree a way
COMMERCIAL IN CONFIDENCE Page 14 of 22
Fujitsu
Services
Pathway
Fujitsu Services Pathway/POL Interface
Agreement for the HSH and NBSC Interface
FUJ00080421
FUJ00080421
Ref: CS/IFS/007
Version: 3.0
Date: 25/09/02
7.2 Post Office NBSC Processes
resolved within
Telephone ae meceve N10. Receive
‘call from post lephone call, call, and open
office outlet, I-——#]_9PeN NESE NBSC incident
central post Incident an
office listen to caller Telephone
call from
organisation
i N11. Provide HSH to
Pathway NBSC incident report an
organisation Later refered ref. to HSH and incident
(predive er refer cross-refer
reference y NBSCincident
data - to be to supplied HSH)
confirmed) HSH / NBSC incident ref.
ANTI-CALL-
BOUNCING }
LINK
‘ Appropriate N12. Listen to
lo
NBSC incident caller
N13. Inform
HSH that
incident has
N2. Transfer been rejected.
“At ite .
caller, terminate NB NBSC ed ‘ent terminate call
telephone call Communicate and close
land close NBS NBSC incident NBSC incident
incident ref. to caller
NG, Attempt
resolution within }agg——
Tier 1
NS. Inform Is incident
caller, terminateI_., Y°S
knowledge basa
to facilitate Tier
1 resolution in
the future
caller, terminate
telephone call
land close NBSCI
incident
Yes
Is incident
resolved within
Tier 2?
‘eleshone call Mi Route directly t0
land close NBS tert Post office expert
incident domain ?
N6. Inform N7. Attempt
aller that call is resolution within
being I__I Tier 2, which
transferred, ther] may involve a
pass to Tier 2 call-back
NO. Update N8. Inform
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° Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
. Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
N18. Make
telephone call
to HSH and
report incident
‘Appropriate tO
transfer incident
to HSH?
} Telephone
call to HSH
N19. Provide to report anI
NBSC incident incident
ref. to HSH and]
N14. Route
incident to post bisoriaietis
office expert supplied HSH
domain
123
incident ref.
N20. Terminate
Is incident Yes I telephone call
Post office expert accepted by jand close NBS
the HSH ? incident
domains
No
“Appropriate N15. Receive N21, Terminate
to raise a notification of call and escalat
problem ? incident resolu- to NBSC Team
tion or request Leader
for re-routing fi
Yes N22. Discuss
with HSH
Team Leader
Appropriate Ne ancigent and attempt to
to re-route ? agree a way Team
available ? i Leader
forward bs .
‘Hot Line’
N call to the
° HSH
N16. Close
NBSC incident
Al Team
Leader
N{7. Raise "Hot Line"
Lg! {gd jot Line’
Problem call from
N23. Discuss the HSH
with HSH
Team Leader Ig ( E )
To post office and attempt to
ProblemManagement agree a way
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
” Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
8. Helpdesk Communications
Daily interaction between helpdesks will as a general principle be conducted in accordance
with the process diagrams shown above.
e Incident Analysts at NBSC will communicate with HIT agent, STSA or TM
e Incident Analysts at NBSC will escalate issues to their NBSC Service Support Manager
e Technical Support Analysts at HSH will communicate with incident analysts from NBSC
© Technical Support Analysts at HSH will escalate issues to their Senior Technical Support
Advisors/Team Manager
e¢ Team Managers from HSH and NBSC Team leaders will interact to resolve issues
e Team Leaders from NBSC will communicate issues to the NBSC Business Support
Manager
e¢ Team Managers from HSH will communicate issues to the HSH Duty Manager
e The NBSC Business Support Manager and HSH Duty manager interact to resolve issues
e Any issues that cannot be resolved within 24 hours must be escalated to the Head of
Network Support and Strategic Services Manager from Fujitsu Services Pathway to
resolve. Progress on these issues will be reviewed at hourly intervals between the two
desks.
Monthly communications will be achieved through the NBSC/HSH Helpdesk Review Forum.
9. 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.
9.1 NBSC/HSH Review Forum Objectives
e 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
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Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
© 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 (e.g. complaints) to Post Office outlets are dealt with properly, though the
procedures established by POL and Fujitsu Services Pathway - within the bounds of the
Service Management Framework
¢ To agree HSH and NBSC achievement and service improvement opportunities, which may
be escalated to the HSRF
9.2 NBSC/HSH Review Forum Agenda
1. Introduction
2. Confirm Meeting Purpose
3. Joint Review of Actions from Previous Meeting
4. Review of NBSC Service Issues & Achievements
5. Review of incidents ( all details of specific incidents should be sent to the opposite desk
contact at least one week before the meeting date)
6. Forthcoming Services Issues
7. Review of Complaints data
8. Review of contact lists within Interface Agreement
9. AOB
10. Review (to identify any improvement opportunities for future meetings)
9.3 Recommended Attendees at the HRF
Pathway NBSC
Strategic Services Manager Business Support Manager - Network
Business Support Manager
SS Service Manager 2 Team Leaders
1 Helpdesk manager 1 Analyst
2 Team leaders
1 Analyst Location:alternate months Dearne House and
Stevenage 09 and/or use of Video
conferencing.
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* Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
Appendix A
INCIDENTS — NBSC/HSH RESPONSIBILITY MATRIX
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
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
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Fujitsu Fujitsu Services Pathway/POL Interface y Ref: SRTESIO07
i ersion: 3.
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
CANNOT USE THE Ie MONITOR FAILURE HSH a) IF THE PM CONTACTS THE NBSC (IN ERROR) -
HORIZON COUNTER NBSC WILL REFER THE CALL TO THE HSH
SYSTEM OR PART OF I* BASE UNIT FAILURE
THE SYSTEM [1] e SYSTEM ERROR/FAILURE
b) IF HSH IDENTIFY THERE HAVE BEEN A HIGH
¢ KEYBOARD FAILURE NUMBER OF COMMON HARDWARE FAILURES (A
e SWIPE CARD FAILURE TREND), THEY WILL NOTIFY NBSC_ FOR
INFORMATION AS CALL VOLUMES MAY
* BACK OFFICE PRINTER FAILURE INCREASE
e COUNTER PRINTER FAILURE
e SCANNER FAILURE
e NETWORK HUB/LAN FAILURE
e ISDN FAILURE
CANNOT USE THE I USER ERROR -— PM DOES NOT I HSH IF THE PM CONTACTS THE NBSC (IN ERROR) - NBSC
HORIZON COUNTER I UNDERSTAND HOW TO OPERATE WILL REFER THE CALL TO THE HSH. NOTING THAT
SYSTEM OR PART OF I THE HORIZON SYSTEM OR PART OF IF THE NBSC CAN ANSWER BASIC POST MASTER
THE SYSTEM [2] THE SYSTEM QUERIES IN THIS CATEGORY - NBSC WILL ASSIST
THE PM.
COMMERCIAL IN CONFIDENCE
Page 21 of 22
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
i, Version: 3.0
pervices Agreement for the HSH and NBSC Interface Date: 25/09/02
athway
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
CANNOT ENTER AITHE PM UNDERSTANDS HOW TO I HSH a) HSH WILL ACCEPT THE CALL IF THE PM USES
STANDARD COMPLETE THE POST OFFICE THE CORRECT POST OFFICE TERMINOLGY TO
TRANSACTION ON THE I BUSINESS AS USUAL PROCESS REFER TO THE CORE PRODUCT
HORIZON SYSTEM [la] wee n cron BUR THE PM ous b) HSH WILL REFER THE POST MASTER TO NBSC IF
NOT KNOW. WHERE. THE THE TERMINOLOGY USED TO DESCRIBE THE
PRODUCT IS NOT RECOGNISED
(CORE PRODUCT) ASSOCIATED ICON IS LOCATED ON
THE HORIZON SYSTEM. c) IF THE PM CONTACTS THE NBSC (IN ERROR) -
NBSC WILL WORK WITH THE PM TO RESOLVE
THE PROBLEM
CANNOT ENTER A NONI THE PM UNDERSTANDS HOW TO I NBSC d) IF THE PM CONTACTS THE HSH (IN ERROR) - HSH
STANDARD
TRANSACTION ON THE
HORIZON SYSTEM [2a]
(NON CORE PRODUCT)
COMPLETE THE POST OFFICE
BUSINESS AS USUAL PROCESS
WHICH RESULTS IN THE
TRANSACTION. BUT THE PM DOES
NOT KNOW WHERE THE
ASSOCIATED ICON IS LOCATED ON
THE HORIZON SYSTEM.
WILL REFER THE PM TO NBSC
e) THIS APPLIES TO ANY NON STANDARD
TRANSACTION, WHETHER CORRECT OR_ IN-
CORRECT TERMINOLOGY IS USED TO DESCRIBE
THE NON STANDARD PRODUCT
CANNOT
STANDARD
TRANSACTION ON THE
HORIZON SYSTEM [Ib]
(CORE PRODUCT)
ENTER A
ICON MISSING
HSH
IF THE PM CONTACTS THE NBSC (IN ERROR) - THE
NBSC WILL REFER THE PM TO HSH
NOTE: THE RULES FOR INCORRECT TERMINOLOGY
DESCRIBED ABOVE APPLY TO THIS TYPE OF
PROBLEM
COMMERCIAL IN CONFIDENCE
Page 22 of 22
Fujitsu Fujitsu Services Pathway/POL Interface . Ref:
Services Agreement for the HSH and NBSC Interface Version:
Pathway .
CS/IFS/007
3.0
25/09/02
FUJ00080421
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POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
CANNOT ENTER A NON I ICON MISSING NBSC IF THE PM CONTACTS THE HSH (IN ERROR) - HSH
STANDARD WILL REFER THE PM TO THE NBSC
TRANSATION ON THE
HORIZON SYSTEM [2b]
(NON CORE PRODUCT)
CANNOT ENTER AIa) THE PM DOES NOT [ a) NBSC a) THE PM WILL BE REFERRED TO NBSC FOR
STANDARD UNDERSTAND, OR IS NOT I) HSH GUIDANCE IN THE COMPLETION OF THE BAU
TRANSACTION ON THE
HORIZON SYSTEM [lc]
CLEAR, HOW TO COMPLETE THE
POST OFFICE BUSINESS AS
USUAL PROCESS WHICH
RESULTS IN THE STANDARD
TRANSACTION AND
b) DOES UNDERSTAND, OR IS NOT
CLEAR, HOW TO ACCOUNT FOR
THE TRANSACTION ON THE
HORIZON SYSTEM
(CORE PRODUCT)
PROCESS THEN THE PM WILL BE REFERED TO
THE HSH FOR GUIDANCE ON HOW TO RECORD
THE TRANSACTION ON THE HORIZON SYSTEM
b) IF THE PM CONTACTS THE HSH IN THE FIRST
INSTANCE THE HSH WILL TRY AND ASCERTAIN
THAT THE BAU PROCESS HAS BEEN COMPLETED
SUCCESSFULLY AND THAT THE PM HAS A
STANDARD TRANSACTION IN HAND. IF THIS
CANNOT BE CONFIRMED WITH ABSOLUTE
CONFIDENCE HSH WILL REFER THE PM TO THE
NBSC
COMMERCIAL IN CONFIDENCE
Page 23 of 22
Fujitsu
Services
Pathway
Fujitsu Services Pathway/POL Interface Ref:
Agreement for the HSH and NBSC Interface Version:
CS/IFS/007
3.0
25/09/02
FUJ00080421
FUJ00080421
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
CANNOT ENTER A NON Ic) THE PM DOES NOT I NBSC c) FOR NON STANDARD TRANSACTIONS - IF THE PM
STANDARD UNDERSTAND, OR IS NOT CONTACTS THE HSH (IN ERROR) - THE HSH WILL
TRANSACTION ON THE CLEAR, HOW TO COMPLETE THE REFER THE PM TO THE NBSC
HORIZON SYSTEM [2d] POST OFFICE BUSINESS AS 4) THE NBSC WILL GUIDE THE PM IN THE
USUAL =~ PROCESS WHICH COMPLETION OF THE NON STANDARD
RESULTS IN. THE NON TRANSACTION
(NON CORE PRODUCT) STANDARD TRANSACTION AND
d) DOES UNDERSTAND, OR IS NOT
CLEAR, HOW TO ACCOUNT FOR
THE NON STANDARD
TRANSACTION ON THE HORIZON
SYSTEM
HAS AN EPOSS I USER ERROR AT OUTLET HSH HSH ARE RESPONSIBLE FOR ASSISTING THE PM IN
DISCREPANCY THE RESOLUTION OF THE DISCRPENCY. HOWEVER,
(@AILY) IF HSH CANNOT RESOLVE AN EPOSS DISCREPENCY
THE PM WILL BE REFERRED TO NBSC FOR
APPROVAL TO ACCEPT THE DISCREPENCY.
HAS AN EPOSS I USER ERROR AT OUTLET HSH HSH ARE RESPONSIBLE FOR ASSISTING THE PM IN
DISCREPANCY THE RESOLUTION OF THE DISCREPENCY. HOWEVER,
(WEEKLY) IF HSH CANNOT RESOLVE AN EPOSS DISCREPANCY
AND THE PM IS NOT WILLING TO ACCEPT THE
DISCREPENCY, THE PM WILL BE REFERRED TO NBSC
FOR APPROVAL TO ACCEPT THE DISCREPENCY.
COMMERCIAL IN CONFIDENCE
Page 24 of 22
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Fujitsu Fujitsu Services Pathway/POL Interface y Ref: SRTESIO07
i ersion: 3.
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
HAS A DISCREPANCY I USER ERROR AT OUTLET HSH (REFER TO HSH WILL BE RESPONSIBLE FOR INITIALLY
WHICH CAUSES THE NBSC) CHECKING TO TRY AND FIND THE DISCREPENCY.
NEED TO USE SUSPENSE ANY DISCREPENCY THAT RESULTS IN THE NEED TO
ACCOUNT OR RAISE A USE THE SUSPENSE ACCOUNT OR WILL GENERATE
FUTURE ERROR NOTICE AN ERROR NOTICE IN THE FUTURE WILL BE
REFERRED TO NBSC FOR RESOLUTION.
SUBPOSTMASTER NEEDS TO I RECEIPT OF AN ERROR NOTICE NBSC NBSC WILL DEAL WITH ALL CALLS RELATING TO
BRING AN ERROR NOTICE TO
ACCOUNT
THE BRINGING TO ACCOUNT OF ERROR NOTICES.
NEEDS SUPPORT WHEN
COMPLETING CASH
ACCOUNT
USER QUERY OR INCIDENT WHEN
COMPLETING CASH ACCOUNT
HSH
HSH LEAD POST MASTER THROUGH CASH
ACCOUNT USING CALL SCRIPTS WHICH WILL
RESULT IN:
a) COMPLETE CASH ACCOUNT
b) CASH ACCOUNT DICREPENCY (REFER TO
DISCREPENCY ABOVE)
c) SYSTEM/HARDWARE ERROR -— UNABLE TO
COMPLETE CASH ACCOUNT
FOR b) THE RULES ABOVE FOR “HAS AN EPOSS
DISCREPENCY (WEEKLY)” APPLY
FOR c) THE RULES ABOVE FOR “CANNOT USE THE
HORIZON COUNTER SYSTEM OR PART OF THE
SYSTEM [1]” APPLY
COMMERCIAL IN CONFIDENCE
Page 25 of 22
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Fujitsu Fujitsu Services Pathway/POL Interface y Ref: SRTESIO07
i ersion: 3.
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
CANNOT COMPLETE I a) BECAUSE OF SYSTEM FAILURE I HSH a) HSH MANAGE THE REPAIR OF THE SYSTEM AND
CASH ACCOUNT THAT WILL NOT BE REPAIRED REFER THE PM TO NBSC. THE PM MUST INFORM
WITHIN THE CURRENT CAP THE NBSC THAT THE CASH ACCOUNT WILL NOT
BE COMPLETE
b) BECAUSE USER ERROR CANNOT
BE RECOVERED WITHIN b) IF HSH CANNOT RECOVER THE USER ERROR
CURRENT CAP USING SCRIPTS AND THE CASH ACCOUNT
CANNOT BE COMPLETE THE PM WILL BE
REFERRED TO NBSC.
WISHES TO EXTEND their NBSC IF THE PM CONTACTS THE HSH (IN ERROR) THE HSH
CAP
POST MASTER REQUEST
WILL REFER THE PM TO THE NBSC
CANNOT CREATE USER — I USER KNOWLEDGE HSH TBC
HAS AN AP I USER ERROR AT OUTLET. HSH
DISCREPANCY OR
MISMATCH BEFORE CUT
OFF
(DAILY)
COMMERCIAL IN CONFIDENCE
Page 26 of 22
FUJ00080421
FUJ00080421
Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
i, Version: 3.0
pervices Agreement for the HSH and NBSC Interface Date: 25/09/02
athway
POST-MASTER CAUSE FIRST COMMENTS
INCIDENT CONTACT
HAS AN AP I USER ERROR AT OUTLET NBSC
DISCREPANCY OR
MISMATCH AFTER CUT
OFF
(DAILY)
WANTS TO REVERSE A I USER ERROR AT OUTLET NBSC NBSC ARE RESPONSIBLE FOR DEALING WITH THESE
REDEEMED SAVINGS REVERSAL TRANSACTIONS. IF THE PM CONTACTS
STAMP TRANSACTION HSH IN ERROR, THE HSH WILL REFER TEM TO
NBSC,BYTRANSFERRING THE CALL AS THE
PREFERRED OPTION.
WISHES TO CREATE A I USER KNOWLEDGE HSH CREATION OF OUT OF HOURS STOCK UNIT ETC
NEW STOCK UNIT
SERVED FROM WRONG I USER KNOWLEDGE ON REVERSALS_ I HSH SERVED FROM WRONG UNIT AND NEEDS
STOCK UNIT INSTRUCTION ON HOW TO CARRY OUT A
REVERSAL.
WISHES TO DELETE AI USER ERROR AT OUTLET OR USE I HSH
STOCK UNIT KNOWLEDGE
NEEDS CLARIFICATION I KNOWLEDGE OF AGREED I NBSC EXAMPLES: HORIZON DOCUMENT ERRORS, POWER
OF POST MASTER
RESPONSIBILITIES
PATHWAY/PON PROCESS IS
IMPACTING ON THE BUSINESS OF
THE POST OFFICE OUTLET
FAILURE,
MOVEMENT
SECURITY BREACH, EQUIPMENT
COMMERCIAL IN CONFIDENCE
Page 27 of 22
Fujitsu Fujitsu Services Pathway/POL Interface
Services Agreement for the HSH and NBSC Interface
Pathway
Ref: CS/IFS/007
Version: 3.0
Date: 25/09/02
FUJ00080421
FUJ00080421
Appendix B
Incident Management — Key Roles and Contact Numbers
The following key roles operate within the scope of this interface agreement.
NBSC Helpdesk
Role
Name
Telephone
Location
Business Support I Jill Camplejohn Dearne Valley
Manager Mobile: TBA
Service Support I Mick Ledger H I Dearne Valley
Manager i
Team I Leader
Neil Pape
Team 2 Leader
Karen Arnold
Dearne Valley
Team 3 Leader
Richard Littlewood
Dearne Valley
Team 4 Leader
Andrew Price
Dearne Valley
Dearne Valley
COMMERCIAL IN CONFIDENCE
Page 28 of 22
Fujitsu Fujitsu Services Pathway/POL Interface
Services Agreement for the HSH and NBSC Interface
Pathway
Ref: CS/IFS/007
Version: 3.0
Date: 25/09/02
FUJ00080421
FUJ00080421
Team 5 Leader
Martin Foy
Team 6 Leader
Anne Cox
Dearne Valley
Team 7 Leader
Sandra Evans
Dearne Valley
Incident Analyst
David Wright
Dearne Valley
Incident Analyst
Mark Haldane
Dearne Valley
Incident Analyst
Sam Hardwick
Dearne Valley
Incident Analyst
Wesley Rogers
Dearne Valley
Horizon System Helpdesk
Dearne Valley
Role Name Telephone Location
Number/Duty
Manager Mobile
HSH Stream Manager Martin Provoost H Stevenage
HSH Ops Manager Phillippa Whittington Stevenage
HSH Ops Manager Craig Cauldwell Manchester
HSH Team Manager Karen Harrod G RO Stevenage
HSH Team Manager Samantha Cairns ' Stevenage
HSH Team Manager Debbie Hall Stevenage
HSH Team Manager Steve Barber Stevenage
HSH Team Manager Catriona McDonald Stevenage
COMMERCIAL IN CONFIDENCE
Page 29 of 22
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Fujitsu Fujitsu Services Pathway/POL Interface Ref: CS/IFS/007
i, Version: 3.0
Services Agreement for the HSH and NBSC Interface Date: 25/09/02
Pathway
HSH Team Manager Stephanie Collins I Stevenage
HSH Team Manager Amanda Mostyn H ' Manchester
HSH Team Manager Joseph Fitzgerald G RO Manchester
HSH Team Manager Alex Common ‘ Manchester
HSH Team Manager Bev Brown Manchester
HSH HIT - Senior Tech I Simon Bolger Manchester
HSH HIT - Senior Tech _ I Natasha Scott I Stevenage
Fax No. Stevenage
Fax No. Manchester
COMMERCIAL IN CONFIDENCE Page 30 of 22