FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
Document Title: Fujitsu Services /Post Office Ltd Interface Agreement for the Post
Office Ltd Network Business Support Centre and Horizon System
Helpdesk Interface.
Document Type: Interface Agreement
Release: N/A
Abstract: This document sets out the working relationship between Fujitsu
Services and Post Office Limited at the Network Business Support
Centre with the Horizon System Helpdesk interface. It defines the
customer and supplier responsibilities, which both Post Office
Limited and Fujitsu Services 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 (Pathway), M. Plant (POL)
Contributors to this document version 0.2 were:
The Author, B. Davis (Pathway), K. Parr (Pathway), S. Clegg
(Pathway) A.Peacock (Pathway), D. Hall (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 (Pathway), D. Hall (Pathway), P.
Whittington (Fujitsu Services Pathway), K. Harrod (Fujitsu
Services Pathway), J. Camplejohn (POL), M. Haynes (POL)
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page I of 1
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
Internal Distribution: Peter Burden
Richard Brunskill
Reg Barton
Philippa Whittington
External Distribution: Ruth Holleran POL
Jill Camplejohn - POL
Liz Tuddenham - POL
Bernadette O'Donnell - POL
Approval Authorities:
lame Position Signature [Date
Peter Burden Fujitsu Services Post Office}
Account, Director off
(Customer Services
[Ruth Holleran IPOL, Head of Networl
[Support
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 2 of I
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
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FUJ00080444
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
0.0Document Control
0.1 Document History
ersion No. {Date IReason for Issue Associated
ICP/PinICL
1 19/01/00 First draft
.2 16/02/00 [Second draft
1.0 25/02/00 First Working Release
2.0 13/07/00 Revised
2.1 14/07/02 Revised draft
3.0 25/09/02 [Document for signing
B.1 4/11/02 IRevised SPOC 2 (CSCP401
3.2 3/12/02 [Revised after comments
3.3 8/01/03 Revised after comments
3.4 24/02/03 Revised after comments,new additions _ to
[Appendix for electrics, internal complaints added,
iremoval of Pathway name.
4.0 1/07/03 [Regular update of appendix contact lists and
document for signing
0.1 Review Details
[Review Comments by: [22/07/03
Julie Welsh
[Review Comments to :
Mandatory Review Authority
Name
See Review Role Matrix in PA/PRO/010
POL [Ruth Holloran
POL ill Camplejohn
[POL [Bernadette O'Donnell
IHSH Philippa Whittington *
Fujitsu Services Post Office Account IReg Barton
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FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
Optional Review / Issued for Information
Fujitsu Services Post Office Account Peter Burden
POL ILiz Tuddenham
( * ) = Reviewers that returned comments
0.1 Associated Documents
Reference \Version Date [Title Source
(CS/PRD/074 [Incident Management Process IFujitsu Services
(CS/PRD/021 [Problem Management Process [Fujitsu Services
ICS/PRD/081 IE — to —E complaints Fujitsu Services
(CS/FSP/002 [Horizon System Helpdesk CallIFujitsu Services
[Enquiry Matrix and Incident
Prioritisation
1.8 30.10.01 BSC/HSH - SPOC [POL (Jill
specification (Camplejohn)
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 4 of I
Fujitsu Services
Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
FUJ00080444
FUJ00080444
0.1 Abbreviations/Definitions
\Abbreviation Definition
CC &TS (Core Services
(CRU (Counter Remittance Unit
ICS Fujitsu Services Customer Service
IHSH STSA [Horizon System Helpdesk Senior Technical Support Advisor
IHSH [Horizon System Helpdesk
IM [Incident Management
BSC etwork Business Support Centre
S etwork Support , operational unit within POL
IPOL Post Office Limited
IPM Post Master
ISMF Service Management Forum
ISPOC Single Point of contact
ISTSA [Senior Technical Support Advisor
[TM [Team Manager
0.1 Changes in this Version
ersion (Changes
3 (Comments from Reviewers
b.4 Pathway references removed/ amended. Appendices updated with contacts
[Appendices have new additions for electrics. Internal complaints included]
[Responses to comments
4.0 pdated after comment - issued for Sign off
0.1 Changes Expected
(Changes
etwork Banking "grey areas" as appropriate
© 2003 Fujitsu Services
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FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
0.1 Table of Contents
1.0
2.0
3.0
4.0 CHANGE CONTRO
5.0 RESPONSIBILITIES - GENERAL
6.0 RESPONSIBILITIES - SPECIFIC......
6.1
7.0 PROCESS MODELS FOR HSH AND NBSC INTERACTION.........0000+
8.0 HELPDESK COMMUNICATIONS.
9.0 NBSC/HSH REVIEW FORUM.
9.1 NBSC/HSH REVIEW FORUM OBJECTIV!
9.2. NBSC/HSH REVIEW FORUM AGENDA... oe
9.3. RECOMMENDED ATTENDEES AT THE NBSC/HSH REVIEW FORUM 19
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FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
1.0 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 must undertake in order to support the delivery of incident
management to the Post Office network.
2.0 Intent of this Agreement
The intent of the agreement is to:
e Establish effective co-operation between NBSC and HSH in the delivery of incident
management to the Post Office network—
¢ 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.
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.
3.0 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 Post Office Account support groups.
e The "grey" areas and associated 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 branch staff and support of the Horizon solution by POL and Fujitsu
Services Post Office Account support groups.
This document does not define or suggest how POL and Fujitsu Services Post Office Account
support groups will resolve incidents. Incident resolution is therefore beyond the scope of this
agreement.
The document defines an exceptional event as an event that may cause an 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. Regular
contact will be maintained i.e. hourly calls until the problem is resolved.
The specific areas described within this agreement are:
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 7 of 1
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
4.
This interface agreement will be formally registered and controlled though the Horizon
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
0 Change Control
Programme joint change control processes for document management.
5.0 Responsibilities — General
Responsibilities — General are those responsibilities POL and Fujitsu Services have that require
successful completion to support NBSC and HSH in working together.
a)
b)
c)
qd)
e)
h)
POL NS and Fujitsu Services Post Office Account 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 Post Office Account (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 and Post Office branches of agreed changes to
the incident management process, which may impact on procedures.
Fujitsu Services Post Office Account (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 Post Office Account (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 Post Office Account (IS) are responsible for ensuring that
incident management process and practice employed fully supports the joint Problem
Management process.
POL NS and Fujitsu Services Post Office Account (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. This includes any authorised temporary procedures.
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 8 of I
FUJ00080444
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
6.0 Responsibilities - Specific
7.0 6.1 NBSC
a) NBSC Team Leaders are responsible for informing HSH of any exceptional event within
30 mins (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). The communications
should be maintained on an hourly basis until the incident is resolved.
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 (customer relations). If T1 is unable to resolve, the incident is transferred to the
Customer Relations team stack for resolution. Whenever possible impact on customer
performance must be considered and the advisor is empowered to resolve the incident as
appropriate.
i) If NBSC wish to raise a complaint against a HSH agent who they deem to have acted
inappropriately when transferring a call to them, an NBSC Team leader will notify a HSH
Team Manager. A complaint will be logged at HSH, investigated and feedback given to
NBSC.
j) 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”.
k) 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
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 9 of I
FUJ00080444
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
Review Forum for consideration and permanent inclusion within the responsibility matrix
in appendix A.
1) The NBSC is responsible for defining the use of IVR at the NBSC and informing Fujitsu
Services Post Office Account of the content of messages; this will then be advised to HSH.
Please refer to NBSC/HSH - SPOC specification for further details.
1) IVR messages may be requested by either party if an emergency situation arises, the POL
process for this action is referred to in the NBSC/HSH - SPOC specification
6.2 HSH
a) HSH Team Managers are responsible for informing NBSC of any exceptional event within
30 minutes, ( known issues or problems) or a trend spotted that may cause incidents to be
logged or increase call volumes. Communications of exceptional events is via a telephone
call direct to NBSC/team leader (appendix B of this document). The communications
should be maintained on an hourly basis until issue is resolved.
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 only 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 Fujitsu
Services Post Office Account 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 (from the implementation of SPOC 2 this will be
anything that does not fall into the following categories: Hardware, Software, Outlet
Business Change, Emergency closure, Reference data, Implementation Network,
Operational, Non polling, Reconciliation, Security or Environmental, as defined in the
Horizon System Helpdesk Call Enquiry Matrix), 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. From SPOC 2 if these calls cannot be coded under one of the categories listed in f
above, the call will be coded as inappropriate and answered if possible, the only exception
is business related incidents where the call will be transferred back to the NBSC.
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 10 of I
FUJ00080444
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
h) If HSH receive any complaint calls about the Horizon service, the call will be logged as
inappropriate and the caller will be transferred to the NBSC. The logged call will then be
closed by HSH. Any unresolved complaint calls, which may have also been escalated
through the agreed complaint process, will be discussed at the Helpdesk monthly review
forum for any required action.
i) If HSH wish to raise a complaint against a NBSC agent who they deem to have acted
inappropriately when transferring a call to them, an HSH Team Manager will notify a
NBSC Team Leader. The complaint will be investigated at NBSC and feedback given to
HSH.
j) 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”.
k) 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.
1) Fujitsu Services Post Office Account will agree with HSH the content of messages on the
HSH referrals option or any IVR in place. HSH/Fujitsu Services Post Office Account can
suggest appropriate options in the light of new incidents.
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 11 of I
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
8.0 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 Post Office Account (sub-processes with prefix H) and Post
Office (sub-processes prefix N).
Processes relating directly to this interface agreement include:
H1, H5, H10, H11, H12, H13, H18, H19, H20, H21, H22, H23.
NI, N2, N10, N11, N12, N13, N18, N19, N20, N21, N22, N23
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 12 of I
Fujitsu Services
Fujitsu Services/Post Office Ltd Interface Agreement for Re!
CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
4.0
01 Jul-2003
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7.1 Fujitsu Services Post office Account HSH Processes
Telephone call
from Post Office
+h, central
organisation or
Fujitsu Servic
organisation
FZ, Update
incident record
and/or commun-
icate progress
info. from
incident record
4. Terminate
call and close
incident
‘Appropriate
NBSC incident 2
HS. Transfer
caller to NBSC,
terminate call
Hi. Receive
call
agident ref.)
xisting incident
(caller quotes HSH
/-+——(v)
H3. Open
incident and
validate caller
Caller passe:
validation ?
Caller states
referred by
NBSC"?
‘Appropriate
HSH incident ?
Route directly
to expert
domain ?
No
2 Hi0. Receive
call, verity caller
‘and open HSH
incident
Telephone
call from
Hit, Provide NBSC to
HSH incident report an
ref. to NBSC incident
and cross-refer
: HSH incident to
supplied NBSC
incident ref
H12, Listen to
caller
HSH / Nasc
ANTI-CALL-
BOUNCING HS. Inform
LINK NBSC that
incident has
Appropriate
HSH incident ?
been rejected,
terminate call
and close
HSH incident
and close
incident
H6. Gommun-
icate HSH
incident ref. to
caller, inform
that incident is
being
progressed and
terminate call
HB. Inform
caller, Yes
communicate
HSH incident
ref. to caller,
terminate call
and close
HSH incident
A cee Route directly
Jesolution within
HSH To Fujtsu
7 H9, Commun-
cate HSH
incident ret. to
caller, inform
that incident is
incident No being
resolved during progressed,
initial call? terminate call
land progress
resolution which
may involve a
al-back.
Yes Is incident No
resolved within =
HSH?
© 2003 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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FUJ00080444
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
H18. Make
‘Appropriate to telephone call ( )
transfer incident to NBSC and
to NBSC ? report incident
i Telephone
t No call to NBS
H19. Provide to report an
HSH incident incident
Be Roe ref. to NBSC m
SMC or other and cross-refe!
FS domain HSH incident to]
expert supplied NBSCI
incident ref.
H20. Terminate
telephone call
Band close HSH
incident
accepted by
the NBSC?
Fujitsu expert domains
No
Yes
Appropriate H15. Receive H21
to contact FS duty notification of Terminate call
‘manager incident resolu- & escalate to HSH
tion or request STSA/Team Mgr
for re-routing
H22. Discuss
with NBSC.
Team Leader
and attempt to
agree a way
forward
Incident
resolution
available ?
Appropriate
to re-route ?
Team
Leader
"Hot Line"
call to the
NBSC
H17, Close
HSH incident
No Way Yes
forward
agreed ?
H16 Contact
FS Duty Mer
Team
—>] Leader
"Hot Line"
call from
H23., Discuss the NBSC
with NBSC
(ana Team Leader
To FS Duty Manager Team Leacer fag ( F )
agree a way
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 14 of I
Fujitsu Services
Fujitsu Services/Post Office Ltd Interface Agreement for Ref:
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
CS/IFS/007
Version: 4.0
Date: 01 Jul-2003
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7.2 Post Office NBSC Processes
Telephone N1. Receive NiO. Recenve
call from telephone call, call, and open
post office I____a} open NBSC NBSC incident
branch incident and
cent offi listen to caller t Telephone
or FS call from
organisation HSH to
Gellive N11. Provide
reference NBSC incident report an
data —to be Caller ref Yes ref. to HSH and incident
confirmed aller referred cross-refer
NBSCincident
to supplied HSH
NBSC incident ref.
CALL-
BOUNCING }
LINK
N Appropriate N12, Listen to
lo t
NBSC incident caller
N13. Inform
i] HSH that
incident has
N2. Transfer been rejected,
‘Appropriate .
and close NBSC} NBSC incident NBSC incident
incident ref. to caller
NA. Attempt
resolution within j——
Tier 1
NB. Inform
caller, terminate
telephone call
and close NBSC}
Is incident
resolved within
Tier 1?
incident
N6. Inform N7. Attempt
caller that call is resolution within
being = I__I Tier 2, which
transferred, thenI may involve a
pass to Tier 2 call-back
N9. Update N8, Inform
knowledge baseI caller, terminate] Yes Is incident No
to facilitate Tier bg telephone call resolved within
1 resolution in and close NBSC Tier 2?
the future incident
Route directly to
post office expert
domain ?
© 2003 Fujitsu Services
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Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
N18. Make
telephone call
to HSH and
report incident
N19. Provide
NBSC incident
N14. Route ref. to HSH and}
cross-refer NBS
incident to post incident t
office expert ‘pal ed HSH
domain ‘render
incident ref.
‘Appropriate to
transfer incident
to HSH?
Telephone
calll to HSH
to report an
incident
N20. Terminate
Yes I telephone call
jand close NBS
incident
Is incident
accepted by
Post office expert
the HSH ?
domains
N15. Receive N21. Terminate
notification of call and escalat
incident resolu- to NBSC Team
tion or request Leader
for re-routing I
Yes N22. Discuss
with HSH
No Incident Team Leader
Appropriate resolution and attempt to
to re-route ? agree a wa Team
available ?, 9 y Leader
forward "i .
Hot Line’
N call to the
° HSH
N16. Close
NBSC incident
y Team
Leader
N17. Raise H .
ue ————— 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
9.0
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Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
10.0 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
¢ Incident Analysts at NBSC will escalate issues to their NBSC Service Support Manager
© 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
¢ 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
« 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 NBSC
manager, POL and Strategic Services Manager from Fujitsu Services Post Office Account
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 Review Forum.
11.0 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:
e The Service Management Forum
The NBSC/HSH Review forum will also accept input from the Service Management Forum.
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 17 of I
FU.
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
FUJ00080444
IJ00080444
9.1 NBSC/HSH Review Forum Objectives
© To Establish effective co-operation between NBSC and HSH in the delivery of incident
management to Post Office branches
© To Work to continuously improve the incident management service offered by the
helpdesks to helpdesk customers
© To Address matters of joint concern that impact on the HSH and NBSC; and the services
offered by the HSH and NBSC
e To Invoke corrective action where appropriate and ensure that incidents and issues of
concern (e.g. complaints) to Post Office branch staff are dealt with properly, though the
procedures established by POL and Fujitsu Services Post Office Account - within the
bounds of the Service Management Framework
¢ To agree HSH and NBSC achievement and service improvement opportunities, which may
be escalated to the SMF
1. NBSC/HSH Review Forum Agenda
1. Introduction
2. Confirm Meeting Purpose
. Joint Review of Actions from Previous Meeting
4. Review of Service Issues & Achievements(outline of topics for discussion to be sent to the
opposite desk contact, at least one week before the meeting date)
5. Review of incidents(all details of specific incidents should be sent to the opposite desk contact
lat least one week before the meeting date)
6. Forthcoming Service issues
7. Review of any unresolved complaints
8. Review of contact lists within Interface Agreement
. AOB
10. Review (to identify any improvement opportunities for future meetings)
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 18 of I
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement for Ref: CS/IFS/007
Post Office Account the Post Office Ltd Network Business Support Centre
and Horizon System Helpdesk Interface
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 01 Jul-2003
2. Recommended Attendees at the NBSC/HSH Review Forum
Fujitsu Services NBSC
Strategic Services Manager (as appropriate) NBSC Manager
Strategic Services HSH Service Manager Service Support Manager/Capacity Manager.
Horizon Service Control Team Manager 2 Team Leaders
1 Team Manager 1 incident Analyst
1 STSA Location: alternate months Dearne House and
Stevenage 09 and/or use of Video conferencing
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 19 of I
Fujitsu Services
Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Support Ref:
Centre and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
FUJ00080444
FUJ00080444
CS/IFS/007
Version: 3.4
Date: 24 Feb 2003
Appendix A:
INCIDENTS — NBSC/HSH RESPONSIBILITY MATRIX
hese.
\POST-MASTER CAUSE \CORRECT \COMMENTS
INCIDENT ICONTACT
Back office Printer/CounterUser error BSC BSC will carry out the following checks and if stil
rinter is not working unresolved transfer the call to HSH
1. Confirmed power is switched on
Me ear to be A&G . , . 5
ay appear 10 6 ° 12. Clarified what is to be printed is correct
navigational queries i.e. how ,
fo I, I cannot print. There are 3. Confirmed the — form/paper is correct)
numerous scenarios as to why aligned/inserted
puch problems could occur, 4. Ensure correct screen/icon is selected
aper Jam, Incorrect lights)
lashing, user error etc).
Printer calls - I have tried to \User error or Hardware fault IHSH IHSH will diagnose the problem and arrange an
clear any paper jam and my engineer if required
printer is still not operational.
‘onsumables - how do I fit User Knowledge /HSH/NBSC IHSH/NBSC to advice PM on correct method o,
leplacement and refer to user instructions
‘onsumables - Where do I get
these from i.e. Toner cartridge,
mage drum?
User Knowledge
INBSC/HSH (as
lappropriate as par
of Hardware call)
INBSC_/ HSH to advise PM to contact Dataform
Supplier.
© 2003 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 20 of I
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Support Ref: CS/IFS/007
Centre and Horizon System Helpdesk Interface
Version: 3.4
COMMERCIAL IN CONFIDENCE Date: 24 Feb 2003
Tonsumables i.e. I have tried to\User Knowledge HSH HSH to check correct procedure has been followed and
it the toner cartridge, image then arrange engineer visit as appropriate
frum and now the printer is notI
vorking.
lagnetic /Smartcard Jser Knowledge BSC /BSC will ascertain:
ransactions has not worked. 5. Has card been inserted correctly
6. Has card been left in long enough
7. Has the correct Icon been selected.
lagnetic/Smartcard Hardware/ Software issue SH HSH will arrange engineer as appropriate
‘ransactions has not worked
ind all agreed checks have
been carried out by NBSC.
Reference Data (Missing non core icons/products BSC BSC will check outlet qualifies for _ these
licons/products. NBSC will then confirm if and wher
eference data has been sent to Fujitsu
Reference Data ‘issing Core Icons/Products HSH HSH will check that reference data has been receive
nd downloaded and/or investigate further as
kappropriate.
Electrical issues IPM calls to state no power to any part of the \IHSH/NBSC HSH/NBSC will confirm that none of the Horizon kit is
Horizon kit jperational, ask PM to check the trip switch is in the on
position and if still not operational, advise PM he will
need to get an electrician out to check the office
lelectrics.
© 2003 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Support Ref: CS/IFS/007
Centre and Horizon System Helpdesk Interface
Version: 34
COMMERCIAL IN CONFIDENCE Date: 24 Feb 2003
© 2003 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 22 of I
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Ref: CS/IFS/007
Post Office Ltd Network Business Support Centre and
Horizon System Helpdesk Interface
Version: 3.4
COMMERCIAL IN CONFIDENCE Date: 24 Feb 2003
Appendix A: INCIDENT MANAGEMENT - KEY
ROLES and CONTACT NUMBERS
The following key roles operate within the scope of this interface agreement.
NBSC
Role IName [Telephone Number [Location
[Business SupportJill Camplejohn IDearne Valley
anager
Service Support Manager IMick Ledger I i [Dearne Valley
(Capacity Manager Amanda Booth ! [Dearne Valley
(Team Leader [Mark Haldane i [Dearne Valley
(Team Leader julie Edgley i [Dearne Valley
[Team Leader Richard Littlewood i [Dearne Valley
(Team Leader IAndrew Price I IDearne Valley
[Team Leader [Martin Foy H G RO IDearne Valley
[Team Leader [Richard Clark i [Dearne Valley
[Team Leader Sandra Evans ; H IDearne Valley
Incident Analyst [David Wright i IDearne Valley
Incident Analyst [Russell Scott H : [Dearne Valley
Incident Analyst Sam Hardwick ; [Dearne Valley
Incident Analyst IWesley Rogers [Dearne Valley
BSC Tier 2 DutyNBSC evacuations IDearne Valley
anager
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 23 of 1
FUJ00080444
FUJ00080444
Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Ref: CS/IFS/007
Post Office Ltd Network Business Support Centre and
Horizon System Helpdesk Interface
Version: 3.4
COMMERCIAL IN CONFIDENCE Date: 24 Feb 2003
Horizon System Helpdesk
Role IName [felephone Number/DutyjLocation
Manager Mobile
IHSH Ops Manager Philippa Whittington i Stevenage
IHSH Team Manager [Monica Smith Stevenage
IHSH Team Manager [Karen Harrod Stevenage
IHSH Team Manager [Debbie Hall Stevenage
IHSH Team Manager (Catriona McDonald Stevenage
IHSH Team Manager [Stephanie Collins Stevenage
IHSH STSA [Mary Rainbow Stevenage
IHSH STSA [Tanya Lomasney Stevenage
IHSH STSA [Heather Dryden GRO} Stevenage
[Fax No. Stevenage (Irrelevant I
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 24 of 1