FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Version: 5.0
Interface Agreement Date: 22"! September 2004
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, 0
Document Status: Approved I GRO
Originator & Dept: Julie Welsh, Servié: Delivery Manager HSH, POA 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)
Internal Distribution: Martin Riddell
Richard Brunskill
Mick Lait
External Distribution: Ruth Holleran POL
Louise Bentley - POL
Bernadette O'Donnell - POL
Interface Agreement Page: I of 29
©Copyright Fujitsu Services Limited 2004
Fujitsu Services
Fujitsu Services/Post Office Ltd Interface Agreement Ref:
Version:
Interface Agreement Date:
FUJ00080449
FUJ00080449
CS/IFS/007
5.0
22™ September 2004
Approval Authorities:
Name
Position
Signature
Date
Martin Riddell
Fujitsu
Office Account, Director
of Customer Services
Services Post
Ruth Holleran
POL, Head of Network
Support
Interface Agreement
©Copyright Fujitsu Services Limited 2004
Page: 2 of 29
Fujitsu Services
Fujitsu Services/Post Office Ltd Interface Agreement
Interface Agreement
FUJ00080449
FUJ00080449
Ref: CS/IFS/007
Version: 5.0
Date: 22" September 2004
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
2.1 04/07/02 Revised draft
3.0 25/09/02 Document for signing
3.1 04/11/02 Revised SPOC 2 CSCP401
3.2 03/12/02 Revised after comments
3.3 08/01/03 Revised after comments
3.4 24/02/03 Revised after comments,new additions to
Appendix for electrics, internal complaints
added, removal of Pathway name.
4.0 01/07/03 Regular update of appendix contact lists and
document for signing
41 01/10/03 Regular update of appendix contact lists and
minor changes in “grey areas”.
42 26/03/04 Regular update of appendix contact lists, new
entries in grey areas for Bureau and ADSL
43 20/08/04 Regular update of appendix contact lists,
correction of bureau entry in grey area, VIP
sites action included, tick list for desks proposed
as appendix, team name change.
5.0 22/09/04 Issued for Approval
0.2 Review Details
Review Comments by :
Review Comments to :
Julie Welsh
Mandatory Review Authority
Name
See Review Role Matrix in PA/PRO/010
Interface Agreement
©Copyright Fujitsu Services Limited 2004
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Fujitsu Services/Post Office Ltd Interface Agreement Ref:
Version:
Interface Agreement Date:
FUJ00080449
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CS/IFS/007
5.0
22™ September 2004
Post Office Ltd Head of Network Support
Ruth Holleran
Post Office Ltd Support Centre Manager
Louise Bentley
Post Office Ltd Supplier and Service Manager
Bernadette O'Donnell
FS Core Services Operations Manager HSH
Mick Lait *
FS CS Business Support Management Manager
Richard Brunskill
Optional Review / Issued for Information
FS CS Director
Martin Riddell
Post Office Ltd Supplier and Service Manager
Bernadette O’ Donnell
( * ) = Reviewers that returned comments
0.3 Associated Documents
Reference Version I Date Title Source
PA/TEM/001 8.0 19/12/02 Fujitsu Services Document PVCS
Template
CS/PRD/074 Incident Management Fujitsu
Process Services
CS/PRD/021 Problem Management Fujitsu
Process Services
CS/PRD/081 E- to —E complaints Fujitsu Services
CS/FSP/002 Horizon System Helpdesk Fujitsu
Call Enquiry Matrix and Services
Incident Prioritisation
1.8 30.10.01 NBSC/HSH - SPOC I POL (Andy
specification Barnes)
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Interface Agreement
©Copyright Fujitsu Services Limited 2004
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Fujitsu Services Fujitsu
Services/Post Office Ltd Interface Agreement — Ref:
Version:
Interface Agreement Date:
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5.0
22™ September 2004
Abbreviation Definition
BSM POA Business Service Management POA
CC &TS Core Services
CRU Counter Remittance Unit
cs Fujitsu Services Customer Service
HSH Horizon System Helpdesk
IM Incident Management
MIS Management Information Statistics.
NBSC Network Business Support Centre
NS Network Support, operational unit within POL
POL Post Office Limited
PM Post Master
PSE Product Support Engineer (HSH)
SCT Service Control Team (HSH)
SMF Service Management Forum
SPOC Single Point of contact
TM Team Manager
0.5 Changes in
this Version
Version Changes
3.3 Comments from Reviewers
3.4 Pathway references removed/ amended. Appendices updated with contacts
Appendices have new additions for electrics. Internal complaints included.
Responses to comments
4.0 Updated after comment - issued for Sign off
42 Contact list updated and grey areas added to
4.3 Amendments as listed above
5.0 Changes as per comments, issued for approval
0.6 Changes Expected
Changes
ADSL "grey areas" as appropriate
Interface Agreement
©Copyright Fujitsu Services Limited 2004
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FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Version: 5.0
Interface Agreement Date: 22™' September 2004
Chip and PIN grey areas as appropriate.
Interface Agreement Page: 6 of 29
©Copyright Fujitsu Services Limited 2004
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement _ Ref: CS/IFS/007
Version: 5.0
Interface Agreement Date: 22™' September 2004
0.7 Table of Contents
1.0 BACKGROUND.
2.0 INTENT OF THIS AGREEMENT...
3.0 SCOPE... cccsesssssesssssssesssssesssncsessnessensssssnsesssssssasenssnesscssecesessssssesesuessenesaeenesnesseneneeneens 8
4.0 CHANGE CONTROL... cccsssssssessssssssssessessensensenscncssenssnsesssnsseennensensenssecnesseaseneeneensanes 9
6.0 RESPONSIBILITIES — SPECIFIC.
6.1 NBSC. ”
7.0 PROCESS MODELS FOR HSH AND NBS‘
8.0 HELPDESK COMMUNICATIONG.......ccssssssssssssssesesssssesnssssssssneasenssncsssncssenseneeneenes 19
9.0 NBSC/HSH REVIEW FORUM.
9.1 NBSC/HSH REVIEW FORUM OBJE
9.2 NBSC/HSH REVIEW FORUM AGENDA
9.3 RECOMMENDED ATTENDEES AT THE NBSC/HSH REVIEW FORUM.
PM AWARENESS.
TRAINING...
CONTACT POINTS.
RISKS & CONTINGENCY...
KNOWN PROBLEMS.
REPORTS AND ANALYSIS.
HSH/NBSC INTERFACE MEETING REVIEW.
Interface Agreement Page: 7 of 29
©Copyright Fujitsu Services Limited 2004
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
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:
« 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.
© 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.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 8 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
The specific areas described within this agreement are:
© 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
4.0 Change Control
This interface agreement will be formally registered and controlled though the Horizon
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) POL NS and Fujitsu Services Post Office Account Business Service Management (BSM)
are responsible for developing and agreeing changes to the incident management process,
which may impact on procedures that affect both parties.
b) POL NS and Fujitsu Services Post Office Account (BSM) are responsible for developing
and agreeing business rules/solutions that impact on or govern how incidents will be
managed.
c) POL NS is responsible for advising NBSC and Post Office branches of agreed changes to
the incident management process, which may impact on procedures.
d) Fujitsu Services Post Office Account (BSM) is responsible for advising HSH of agreed
changes to the incident management process, which may impact on procedures.
e) POLNS is responsible for advising NBSC of agreed changes to business rules/solutions
that impact on the successful delivery of incident management.
f) Fujitsu Services Post Office Account (BSM) is responsible for advising HSH of agreed
changes to business rules/solutions that impact on the successful delivery of incident
management.
g) Future system changes will be discussed at the Interface meeting and both parties will
follow the tick list (to be agreed and added as an appendix) to ensure all communication
actions have been completed in a timely manner.
h) POL NS and Fujitsu Services Post Office Account (BSM) are responsible for ensuring that
incident management process and practice employed fully supports the joint Problem
Management process.
i) POL NS and Fujitsu Services Post Office Account (BSM) 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
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 9 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
j) VIP sites — A list not exceeding 50 branches (of particular importance to POL) has been
provided to POA (BSM).This list has been used to note Powerhelp (HSH call logging
system) that the branch requires an alert to the POA duty Manager, who will in turn alert
POL duty Manager, if the site loses online services. The purpose of the alert is to ensure
the branch is treated with increased importance and kept informed. The list is managed and
maintained jointly between POL (NS) and POA (BSM). The list, or any change to the list
is defined by POL.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 10 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
6.0 Responsibilities — Specific
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 receives 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
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 11 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
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.
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.
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
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 12 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
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 by Customer Relations
and feedback given to HSH when appropriate.
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.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 13 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
7.0 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, HS, H10, H11, H12, H13, H18, H19, H20, H21, H22, H23.
NI, N2, N10, N11, N12, N13, N18, N19, N20, N21, N22, N23.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 14 of 21
Fujitsu Servi
Post Office
Account
Fujitsu Services/Post Office Ltd Interface Agreement
for the Post Office Ltd Network Business Support
Centre and Horizon System Helpdesk Interface
Version:
COMMERCIAL IN CONFIDENCE
Ref:
Date:
FUJ00080449
FUJ00080449
CS/IFS/007
5.0
22™" September
2004
7.1 Fujitsu Services Post office Account HSH Processes
Telephone call
branch, central
°
organisation or
Fujitsu Serv
organisation
HZ, 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
and close
incident
H8. inform
caller,
communicate
HSH incident
ref. to caller,
terminate call
and close
HSH incident
from Post Office
Hi. Receive
ed Ke
xisting incident
(caller quotes HSH,
cident ref.) 2
Hi0. Receive
call, verify caller
and open HSH
Caller passes
validation ?
incident ref.
incident
H3. Open
incident and
validate caller H11. Provide
HSH incident
ref. to NBSC
and cross-refer
HSH incident to
supplied NBSC
Caller states
referred by
NBSC"?
caller
HSH / NBSC
H12. Listen to
ANTI-CALL-
BOUNCING
LINK
Appropriate
HSH incident ?
‘Appropriate
HSH incident ?
Route directly
to expert
domain ?
H6, Commun-
icate HSH
incident ref. to
Telephone
call from.
NBSC to
report an
incident
Hi3. Inform
NBSC that
incident has
been rejected,
terminate call
and close
HSH incident
caller, inform
that incident is
being
progressed and
terminate call
FT. Attempt
resolution within
HSH
H9. Commun-
icate HSH
incident ref. to
caller, inform
that incident is
No being
Ts incident
resolved during
initial calt 2
terminate call
land progress
resolution which
may involve a
alback
Yes Is incident No
resolved within
HSH ?
Route directly
To Fujitsu
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 15 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
H18. Make
telephone call
to NBSC and
report incident
‘Appropriate to
transfer incident
to NBSC 7
Telephone
t Ne call to NBSCI
H19, Provide to report an
H14 Route HSH incident incident
incident to ref. to NBSC
SMC or other and cross-refe!
FS domain HSH incident to
expert supplied NBSC
incident ref.
Yes 120. Terminate
telephone call
Fujitsu expert domains 2} and close HSH
incident
No
No
Yes
Appropriate H15. Receive Hl
to contact FS duty
manager
‘Appropriate
to re-route ?
H16 Contact
FS Duty Mer
notification of
incident resolu-
tion or request
for re-routing
Terminate call
& escalate to HSH_
STSA/Team Mgr
Incident
resolution
available ?
and attempt to
agree a way
forward
H17. Close
HSH incident
i
To FS Duty Manager
H23. Discuss
H22. Discuss
with NBSC
Team Leader
Team
Leader
"Hot Line"
call to the
NBSC
Team
Leader
“Hot Line"
call from
the NBSC_
with NBSC
Team Leader
and attempt to
agree a way
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 16 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22™" September
2004
7.2 Post Office NBSC Processes
Telephone N14. Receive Nio. Receive
call from telephone call, call, and open
post office }____ge_ open NBSC NBSC incident
branch incident and
central office listen to caller 1 Telephone
or FS call from
Guelive on N11. Provide HSH to
ference NBSC incident report an
reference
thts to be Siler rete Yes ref. to HSH and incident
confarmed r referred cross-refer
NBSCincident
to supplied HSH
HSH / NBSC incident ref.
ANTI-CALL-
BOUNCING }
LINK
N Agproprians N12, Listen to
lo
NBSC incident caller
? N13. Inform
i] HSH that
incident has
N2. Transfer been rejected,
caller, terminate NG. neeerprite terminate call
telephone call Communicate and close
and close NBSC} NBSC incident NBSC incident
incident ref. to caller
Na, Attempt
resolution within fq
Tier 1
NS. Inform Is incident
caller, terminate resolved within
telephone call
and close NBSCI
Tier 1?
incident
N6. Inform N7. Attempt
caller that call is resolution within
being = I —m)_ Tier 2, which
transferred, then] may involve a
pass to Tier 2 call-back
NQ. Update N8. Inform
knowledge base} caller, terminate} Yes Is incident
to facilitate Tier a telephone call resolved within
1 resolution in and close NBSCI Tier 2?
the future incident
Route directly to
post office expert
domain ?
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 17 of 21
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FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
N18. Make
telephone call
to HSH and
report incident
N19. Provide
NBSC incident
N14. Route ref. to HSH and}
incident to post ross:refer NBSP
one oren supplied HSH
domain incident ref.
‘Appropriate to
transfer incident
to HSH?
Telephone
call to HSH
to report an
incident
N20. Terminate
Yes I telephone call
jand close NBS
incident
Is incident
accepted by
the HSH ?
Post office expert
domains
N15. Receive N21. Terminate
notification of call and escalate
incident resolu- to NBSC Team
tion or request Leader
for re-routing
N22. Discuss
with HSH
Team Leader
No Incident
Appropriate
Appropriate resolution and attempt to Team
available ? agree away Leader
forward
“Hot Line"
No call to the
HSH
N16. Close
NBSC incident
y Team
N17. Re Leader
aise “Hot Line"
—e fag]
Problem call from
N23. Discuss the HSH
with HSH
Team Leader
To post office and attempt to
ProblemManagement agree a way
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 18 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
8.0 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 the Service Control Team, PSE or TM
e Incident Analysts at NBSC will escalate issues to their NBSC Service Support Manager
e PSE’s at HSH will communicate with incident analysts from NBSC
e PSE’s at HSH will escalate issues to their Team Managers
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
¢ 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 Business Service Management Manager from Fujitsu Services POA 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.
9.0 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.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 19 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement — Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
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
e To Address matters of joint concern that impact on the HSH and NBSC; and the services
offered by the HSH and NBSC
© To Invoke corrective action where appropriate and ensure that incidents and issues of
concern (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
e To agree HSH and NBSC achievement and service improvement opportunities, which may
be escalated to the SMF
9.2 NBSC/HSH Review Forum Agenda
1. Introduction
2. Confirm Meeting Purpose
3. 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 at 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
9. AOB
10. Review (to identify any improvement opportunities for future meetings)
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 20 of 21
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22" ~— September
2004
9.3 Recommended Attendees at the NBSC/HSH Review Forum
Fujitsu Services
Business Service Management Manager (as
appropriate)
Business Service Management - HSH Service
Delivery Manager
2 Horizon Team Managers
1 PSE
NBSC
NBSC Manager
Service Support Manager/Capacity Manager.
2 Team Leaders
1 incident Analyst
Location: alternate months Dearne House and
Stevenage 09 and/or use of Video
conferencing
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 21 of 21
Fujitsu Services
Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Ref:
Support Centre and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
CS/IFS/007
Version: 5.0
Date: 22nd September 2004
Appendix A: INCIDENTS — NBSC/HSH RESPONSIBILITY MATRIX
POST-MASTER CAUSE CORRECT COMMENTS
INCIDENT CONTACT
Back office Printer/Counter I User error NBSC NBSC will carry out the following checks and if still
printer is not working unresolved transfer the call to HSH
1. Confirmed power is switched on
(May appear (0 ve ARG or 2. Clarified what is to be printed is correct
navigational queries i.e. how
do I, I cannot print. There 3. Confirmed the form/paper_is correctly
are mumerous scenarios as to aligned/inserted
why such problems could 4. Ensure correct screen/icon is selected
occur, Paper Jam, Incorrect
lights flashing, user error
etc).
Printer calls - I have tried to I User error or Hardware fault HSH HSH will diagnose the problem and arrange an
clear any paper jam and my engineer if required
printer is still not
operational.
Consumables - how do I fit User Knowledge HSH/NBSC HSH/NBSC to advice PM on correct method of
these.
replacement and refer to user instructions
Consumables - Where do I
get these from i.e. Toner
cartridge, Image drum?
User Knowledge
NBSC/HSH (as
appropriate as
part of Hardware
call)
NBSC / HSH to advise PM to contact Dataform
Supplier.
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 22 of 29
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Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Ref: CS/IFS/007
Support Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22nd September 2004
Consumables i.e. I have tried I User Knowledge HSH HSH to check correct procedure has been followed
to fit the toner cartridge, and then arrange engineer visit as appropriate
image drum and now the
printer is not working.
Magnetic /Smartcard User Knowledge NBSC NBSC will ascertain:
transactions has not worked. 5. Has card been inserted correctly
6. Has card been left in long enough
7. Has the correct Icon been selected.
Magnetic/Smartcard Hardware/ Software issue HSH HSH will arrange engineer as appropriate
transactions has not worked
and all agreed checks have
been carried out by NBSC.
Reference Data Missing non core icons/products NBSC NBSC_ will check outlet’ qualifies for these
icons/products. NBSC will then confirm if and when
reference data has been sent to Fujitsu
Reference Data Missing Core Icons/Products HSH HSH will check that reference data has been received
and downloaded and/or investigate further as
appropriate.
Electrical issues PM calls to state no power to any part of — I HSH/NBSC HSH/NBSC will confirm that none of the Horizon kit
the Horizon kit is operational and advise PM he will need to get a
qualified electrician out to check the office electrics.
Bureau board not updating Pm calls to state rate board is not NBSC/First Rate I NBSC to refer caller to First Rate, First Rate to
one currency updating or shows different rates to arrange engineer visit.
printout
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 23 of 29
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Interface Agreement for the Post Office Ltd Network Business Ref: CS/IFS/007
Support Centre and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
Version: 5.0
Date: 22nd September 2004
Connections to the rate Pm calls to state rate board is not HSH/NBSC/First I HSH will ask PM visually check the connection and
board updating or shows different rates to Rate recomnect if willing(HSH will not insist). NBSC to ask
printout PM to check and reconnect, still not right, First Rate
to attend
Numbers showing rather than I PM calls to state incorrect figures showing I HSH/NBSC HSH will carry out normal comms checks, ask PM to
exchange rate on board visually check cables and if no change arrange to
swop base unit.
Bureau rates on the Horizon I Pm calls to say the printout differs from HSH/NBSC HSH will carry out normal comms checks, ask PM to
system are showing different I the board. visually check cables and if no change arrange to
rates to the board. swop base unit.
ADSL PM calls to state they have “Online HSH/NBSC HSH will carry out normal checks and once all
Services unavailable message” or they are
unable to perform Network Banking
transactions.
Fujitsu faults are eliminated log call with BT
Helpdesk on behalf of the PM.
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page 24 of 29
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22nd September
2004
Appendix A: INCIDENT MANAGEMENT - KEY
ROLES and CONTACT NUMBERS
The following key roles operate within the scope of this interface agreement.
NBSC
Role Telephone Number Location
Support Centre Manager ee Dearne Valley
Service Support Manager I i Dearne Valley
Scheduling Manager 1 :I Dearne Valley
Team Leader I :I Dearne Valley
Team Leader Dearne Valley
Team Leader i i Dearne Valley
Team Leader ' G RO II Dearne Valley
Team Leader Dearne Valley
Incident Analyst Dearne Valley
Incident Analyst i : Dearne Valley
NBSC Tier 2 Duty Manager I Dearne Valley
NBSC evacuations only I
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE,
Page 25 of 29
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
COMMERCIAL IN CONFIDENCE
FUJ00080449
FUJ00080449
Ref: CS/IFS/007
Version: 5.0
Date: 22nd September
2004
Horizon System Helpdesk
Role Name Telephone Location
Number/Duty
Manager Mobile
HSH Service Control Jane Kastenhofer i — ~ Stevenage
HSH Service Control Jackie Wilcox Stevenage
HSH Service Control Liz Curtin Stevenage
HSH Service Control
Roanne Murphy
GRO
HSH Service Control Marion Gowans I Stevenage
Fax No. Stevenage [nnencnnnennnennnnennne i
Alternate contacts: I Name Telephone Location
Role Number/Duty
Manager Mobile
HSH Ops Manager Mick Lait i Stevenage
HSH Team Manager I Monica Smith Stevenage
HSH Team Manager I Karen Harrod Stevenage
HSH Team Manager I Mark Shaw Stevenage
HSH Team Manager I Stefanie Collins PI Stevenage
HSH PSE Kuli Bhachu G RO Stevenage
HSH PSE Stuart Bygrave Stevenage
HSH PSE Matt Saunders Stevenage
HSH PSE Tina Wiggens Stevenage
HSH PSE Katrina Brooks Stevenage
HSH PSE Steve Cooper _ Stevenage
© 2004 Fujitsu Services
COMMERCIAL IN CONFIDENCE,
Page 26 of 29
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22nd = September
2004
Appendix C — New Functionality checklist
Change / Product type/Product value/Number of products
.
Change / Product type: Will it influence volume of calls?
Could it result in more cash discrepancies?
More products - could it result in more errors?
Does the location and reversal of errors become more complicated?
Who will resolve the calls? HSH or NBSC
Day/ Date
.
Day/date — Thursday /is the PM still completing their CA
What effect will it have on the following Weds balance?
Close to bank Holiday / End, beginning of month — PM’s likely to be very busy
Identify peak in call volume — use historical data
Staffing requirements reviewed
PM awareness
How are details of the changes being cascaded to the PM?
Operational focus/ MBS
When is the information being cascaded?
Do HSH and NBSC have the same information?
Training
HSH / NBSC
Updating KEL’s
Timescales for training to be delivered to all agents
Reference kits all working
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE,
Page 27 of 29
FUJ00080449
FUJ00080449
Fujitsu Services Fujitsu Services/Post Office Ltd Interface Agreement Ref: CS/IFS/007
Post Office for the Post Office Ltd Network Business Support
Account Centre and Horizon System Helpdesk Interface
Version: 5.0
COMMERCIAL IN CONFIDENCE Date: 22nd = September
2004
Contact points
« HSH/NBSC
e Interface for training
e Interface for problems on the day
Risks & Contingency
© Phone lines not working
e Phone lines busy at NBSC
e Phone lines busy at HSH
e IVR messages and where to implement them — front end or option /impacts to
HSH/NBSC
e MBS — prepared in advance
e Escalations
Known problems
e HSH/NBSC agree call handling
© Historical information documented
Reports and analysis
e Coding and call content agreed
¢ Call monitoring to be set up
HSH/NBSC interface meeting review
© What went well
e Were there any problems — identify and update project plan for next change
e Review problem calls and agree solution and responsibility.
© 2004 Fujitsu Services COMMERCIAL IN CONFIDENCE,
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