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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Name Role
Leighton Machin Fujitsu Services: EUS Lead
Service Delivery Manager
Horizon Service Desk Joint Working Document
Horizon Service Desk Joint Working Document
Release Independent
Joint Working Document to support the Service Desk Service
provided to Post Office by Fujitsu Services
APPROVED
Sandie Bothick: Fujitsu Services
As reviewers list
David H Wright
Rebecca Barker
Kendra Dickinson
YES, security risks have been assessed, see section 0.10 for
details.
Signature Date
Mandy Jones HSD Operations Manager
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Acceptance by Document Revie
0.5 Associated Documents (Internal & External
0.6 Abbreviations.
0.7. Glossary..
0.8 Changes Expected.
0.9
0.10
1 INTRODUCTION...
1.1 Purpose of Documen'
1.2 Document Owner.
1.3 Change control...
2 SERVICE SUMMARY
3 SERVICE AVAILABILITY...
3.1. Contacting the HSD.
3.2. Voice m
3.3. Appropriate Calls.
3.4 Mis-Routed Calls.
4 END TO END INCIDENT MANAGEMENT.
4.1 — Incident Logging. 13
4.1.4 Receiving & Diagnosing . 13
4.1.2 Routing Call To Other Service Delivery Unit: 16
4.1.3 Updating Existing Incident — Repeat Call. 17
4.1.4 Closing Incident Record.. 18
4.1.5 Managing Customer Expectation. 18
4.2 Parent Incident.... 19
4.3. Communication of Business Impacting / High Priority or Major Inciden' 19
4.3.1 Updates to POL Live Service Desk. 19
4.3.2 SMS
44 IVR
5 VIP / HOT SITES ESCALATION
5.1 VIP Process...
5.2 Hot Sites Process.
6 SERVICE DESK SERVICE METRICS
6.1 SLTs.... 23,
6.2 OLTs. 23.
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6.3 Service Desk MIS.
6.3.1 Daily Reporting
6.3.2 Monthly Reporting.
6.3.3 Adhoc Reporting.
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
o4 15/2107 Draft
1.0 21-AUG-2007 _ I Approval version
2.0 04-Sep-2008 I Changes for Acceptance by Document Review: insertion of new
Section 0.4 containing the table of cross references for
Acceptance by Document Review. No other content change.
24 16-Sep-2010 I Updates to personnel, removal of Post Shop references, other
minor corrections.
22 2".April-2012 I TAS update changes from 1,7 to 2.06
24 14-Nov-2012 I TfS changes from 2.06 to 2.7
25 02-Dec-2013 _I Yearly Updates and amendment of terminology
27 25-Feb-2014 _I Revised following review comments
3.0 26-Feb-2014 _I Approval version
0.3 Review Details
Review Comments by
Review Comments to Sandie Bothick & Post Office Account Document Management
Mandatory Review
Role Name
HSD Operations Manager Mandy Jones
HSD Duty Manager Sarah Hill and Mark Richardson
Major Incident Service Delivery Managers Steve Bansal, Steve Gardiner and Tony Wicks
IT Service Advisor, Service Management David H Wright
Service Manager Rebecca Barker
NBSC Relationship Manager Kendra Dickinson
Role Name
IMT Team Manager Sarah Hill
EUS HSD Service Delivery Manager Sandie Bothick
EUS Senior Service Delivery Manager Leighton Machin
Issued for Information Please restrict thi
distribution list to a minimum
Position/Role Name
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(* ) = Reviewers that returned comments
0.4 Acceptance by Document Review
The sections in this document that have been identified to POL as comprising evidence to support
Acceptance by Document review (DR) are listed below for the relevant Requirements:
POL NFR DR _ Internal FS POL Document Document Section Heading
Acceptance Ref NFR Reference Section Number
SER-2206 SER-2181 5 VIP/HOT Sites Escalation
0.5 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I Gi mension
(D0 NOT REMOVE) HNG-X Document Template lensions
SVM/SDM/SD/0001 Service Desk Service Description DIMO
SVM/SDM/PRO/0018 POA Incident Management Process I pimjo
Customer Services End-to-End
SVM/SDM/PRO/0003 Complaints Management Process DIMg
SVM/SDM/SD/0016 Management Information Service: DIMO
Service Description
SVM/SDM/PRO/0020 Enforced Closure Process DIMO
POA Call Enquiry Matrix and Incident
SVM/SDM/SD/0023 Breitication Dime
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.6 Abbreviations
Abbreviation Definition
CMT Communication Management Team
HSD Horizon Service Desk
IMT Incident Management Team
MI Management Information
MIS Management Information Service
NBSC Network Business Support Centre
OLT Operational Level Target
POL Post Office Ltd
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POA Post Office Account: Fujitsu Services
SDU Service Delivery Unit
SLT Service Level Target
SRB Service Review Book
TSMF TRIOLE for Service Management Function
0.7 Glossary
Term Definition
0.8 Changes Expected
Changes due to the introduction of TSMF
0.9 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.10 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Introduction
1.1 Purpose of Document
The purpose of the document is to detail the working procedures and practises as agreed between
Fujitsu Services and Post Office Ltd to support the Service Desk Service as detailed in the Service
Desk, Service Description.
1.2 Document Owner
This document is owned by the POA Service Desk Manager, HSD Operations Manager and Post Office
Service Desk — Duty Manager & IT Service Advisor, as detailed below:
CONTACT CONTACT DETAILS COMPANY
Leighton Machin Fujitsu Services
(EUS Service Delivery Team
Manager)
‘Sandie Bothick
(HSD Service Delivery Manager)
Fujitsu Services
Mandy Jones
(HSD Operations Manager)
Fujitsu Services
Rebecca Barker Post Office Ltd
(Service Manager)
David H Wright Post Office Ltd
(IT Service Advisor))
1.3. Change control
Changes to this document can be made by either Fujitsu Services or Post Office Ltd, and must be
agreed by either party. The revised document must be submitted to POA Document Management and
entered in the Fujitsu Services Document Management systems — Dimensions.
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2 Service Summary
21 The Service Desk Service provides a first level support, including end to end Incident
management, to Branches and other designated groups, as defined in this Working Document
through the provision of a Service Desk function. Branches or other designated groups within
Post Office or Fujitsu Services experiencing difficulties with any part of the Counter Equipment,
Software or Operational and Call Off Services will call the Service Desk and log an Incident
reporting the circumstances of such Incident.
2.2 The Service Desk Service also interfaces with the Change Management, Asset Management
and Configuration Management systems required to support the Branch Infrastructure and HNG-
X Central Infrastructure.
2.3 The Service Desk Service also acts as an initiator within the Problem Management process due
to its ability to monitor Incident trends against the severity received.
24 Fujitsu Services may provide a non dedicated service desk function sharing the resource with
other Fujitsu Services customers as described within this Service Desk, Service Description.
2.5 The Service Desk Service will act as a central point for information on the working state of the
Services and be responsible for informing Post Office of any service affecting Incidents.
2.6 Post Office will be notified of any scheduled interruptions to the Operational or Call Off Services
where those interruptions are service affecting and will inform Post Office when the affected
services will be restored as documented within the Working Document entitled; “POA Incident
Management Process” (SVM/SDM/PRO/0018)
2.7 The Service Desk Service will resolve all Incidents relating to Incidents as detailed within this
Working Document..
2.8 The Service Desk Service shall provide the facility to receive re-directed calls from other Post
Office helpdesks and help lines as required.
2.9 The Service Desk Service shall manage the resolution of any Incident using procedures that are
defined within the Working Document entitled: “POA Incident Management Process”
(SVM/SDM/PRO/0018).
2.10 The Service Desk Service will accept calls from Branches, Post Office internal departments,
Post Office Clients, NBSC and the POL Live Service Desk.
2.11 The Service Desk Service will accept calls from internal Fujitsu Services capability and support
units as referred to in section 2.1.1.3 of the Service Desk, Service Description.
2.12 Branches wishing to contact the Service Desk will do so by telephoning a Single Point of Contact
(SPOC) telephone number. Post Office undertakes the management and control of this SPOC
telephone number. An Interactive Voice Response (IVR) system will enable the caller to select
an appropriate option to connect to the Service Desk for circumstances where there is an issue
relating to the call types referred to in this Working Document.
2.13 Calls destined for the NBSC which have been answered by the Service Desk will be transferred
to the NBSC in accordance with the processes identified within this document.
2.14 Calls destined for the Service Desk which have been answered by the NBSC will be transferred
to the Service Desk in accordance with the processes identified within this document.
2.15 All Service Desk staff will have suitable and appropriate skills and training and act in a
professional manner whenever dealing with callers, complying with agreed Service Desk
behavioural standards. Fujitsu Services shall ensure sufficient skilled resources are available to
cover for holidays, sickness and natural attrition within Fujitsu Services.
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2.16 Fujitsu Services shall provide on line access to the Incident Management System call-handling
tool to Post Office. Post Office Live Service Desk shall inform Fujitsu Services as necessary of
all Post Office staff who are authorised to access the tool.
2.17 Fujitsu will monitor the quality of the Service Desk Service to ensure that it meets the Post
Office specifications as documented within this Working Document. This may include the
recording of calls, where this is reasonably possible, for the purposes of monitoring call control,
customer satisfaction, knowledge and system use. Post Office will agree the method and
timescale with Fujitsu Services and reserve the right of audit of any internal quality scoring.
2.18 Where Post Office chooses to carry out user satisfaction surveys, in the event that any such
survey results are pertinent to Fujitsu Services’ provision of the Service Desk Service, the
relevant survey results shall be shared with Fujitsu Services at the next meeting of the Service
Management Relationship.
2.19 Fujitsu Services will provide information to support the response to Branch complaints to Post
Office.
2.20 Fujitsu Services will escalate to Post Office any Incident that occurs in high profile Branches, in
accordance with this Working Document.
2.21 The Service Desk Service will accept and pass on Banking Transaction Record Queries to the
Security Management Service in accordance with paragraph 2.4.1.8 of the Security Management
Service, Service Description (SVM/SDM/SD/0017).
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3. Service Availability
The Service Desk Service is available via telephone to Branches from 07:00hrs to 23:00hrs Monday to
Friday and 08:00hrs to 23:00hrs on Saturday and 08:00hrs to 17:00hrs on Sunday excluding Christmas
Day. Bank Holidays will cover Sunday Hours. During this period, the Service Desk front line Agent will be
available to take calls from Branches that are received via the SPOC telephone number.
Arrangements for Bank Holidays shall only vary from a normal Service Desk Day where agreed with
Post Office, having regard to their applicability throughout the United Kingdom.
3.1 Contacting the HSD
There are several groups of people who are entitled to service from the HSD as detailed below in Table
One, and two types of calls can be raised:
Tenant POA — Horizon: Call is subject to SLT
Tenant POA — Fujitsu: Call not subject to SLT & is generally raised internally
Type of call raised will be determined by the Caller Group, Matrix as described in SVM/SD,/SD/0023,
and details information in the Knowledge articles followed.
Table One
Caller Group Contact Number (see Speci
Information Type of Call raised
able Two) required
Branches Desk paren Code / nature of Tenant: POA Horizon
Post Office Ltd IMT / Desk As relevant gene faite
NBSC Desk / IMT As relevant gona en
Eraineering Romec Engineering number paren Code / nature of gona: Aiea
SDU Desk / IMT As relevant Tenant POA Fujitsu
Post Office Account eo ers cMT / Team As relevant ger A meen
Table Two: Desk Contact numbers
Name Number
Engineering Number _I 0870 4239632
Desk Number 0845 6011022
IMT 0845 6003681
CMT 0870 4239633
3.2 Voice mail
In the event that the caller calls outside the working hours of the HSD, an option is provided to leave a
voicemail. Voicemail is checked at 08:00 and voicemails left are responded to within 60 minutes. All
details about voicemails are recorded on a call logging form which are stored electronically, and then
added to the Incident Management System.
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3.3 Appropriate Calls
The designated groups of people detailed in 3.1 who have the right of service from the HSD/SDU can
log the following incidents:
+ Counter Hardware
+ Branch & Central network faults
+ Software
+ Central Infrastructure
+ Changes
+ Reference Data
+ BIM Visits
+ Security
+ Operational Business Change — Branch & Reference Data.
3.4 Mis-Routed Calls
Mis-Routed calls are defined as below; all mis-routed calls are logged on the Incident Management
System. If the incident has been investigated by an Agent and the call is deemed to be an mis-routed
call, the desk Agent will give the Post Master an Incident number and warm transfer the Post Master to
the NBSC or advise the relevant 3” party contact.
+ Calls that are Post Office business issues.
+ Calls that require training/advice.
+ Any issue that is not related to a fault on the Horizon system — eg operational /
procedural issue.
+ Caller requests advice on cash account/discrepancy issues
Below are examples of the issues the NBSC are responsible for advising on:
+ If acaller requires a telephone number
+ If acaller wants to order consumables
+ If acaller is having issue with another unit for example scales, safe alarms etc
+ Ifacaller has any issue that is NOT related to a fault on the Horizon system
+ If acaller wants to issue a Vault card
+ If acaller reports a SWAP icon
+ If acaller reports NO entry signs on log out
+ Ifacaller advises they are in training mode
+ Ifacaller requires AP recovery advice
+ If.acaller reports they cannot log in or out
+ If.acaller reports problem with their username or password
+ If acaller requests advice on cash account/balancing/discrepancy issues‘
+ ___Ifacaller requires advice on navigation round the system or transaction advice
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+ If acaller requires advice on stock units/adding users etc *
‘ In the event that NBSC have confirmed that there is no procedural issue and that there is a technical
fault, the call will be returned to HSD for progression.
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4 _ End to End Incident Management
All incidents reported to the HSD are managed in accordance with the “POA Incident Management
Process” (SVM/SDM/PRO/0018). Calls are logged in the incident management system
4.1 Incident Logging
4.1.1 Receiving & Diagnosing a Call
HSD Agents will always ensure that they are always ready and able to take a service call, unless they
are doing call related work, when they must set their telephone to Desk Work or away from their desk on
a break, when they must set their telephone to Desk Work. The Agent should also ensure that their
headset is on their head ready for use BEFORE the call is answered to ensure there is no delay or
background noise before greeting the caller & that the call management system is up and running.
This will minimise the delay to a caller when the Agent is retrieving/recording the caller's details and thus
allow more time for the Agent to speak to the caller regarding the problem.
The moment an Agent receives an incoming telephone call, they will greet the customer with the
example shown below. All spoken words are marked in Italics and in “quotes”.
“Good Morning/Afternoon/Evening, Horizon Service desk, [AGENT NAME] speaking”.
“May I take your Branch code please?”
Branch Code Validation Failure
lf a Branch code cannot be given, the caller immediately fails validation. If the reason why the Branch
code cannot be provided is because the PO employee cannot remember, or does not know the Branch
code, the incident will be logged under ‘999999’ as Other Queries, QU04 Caller fails initial verification,
Cause: Resolution Administration, taking all the details of the caller. The Agent must then politely decline
the call directing the caller to the NBSC for example:
“Unfortunately without a branch code we are unable to assist further. Please call back
once you know your branch code”
If the caller is not entitled to service from the HSD but was given the HSD number to use in terms of PO-
related business i.e., “my pension book has not arrived at the Post Office and the PM said to call you to
ask you for further information about it", the Agent must take down the details of the caller, name and
number and details about who provided them with the HSD telephone number. Service to the caller must
then be politely declined for example:
“Unfortunately I cannot recall any information on our system regarding your details which
means I am unable to help you further”
Branch Code Validated
(a) For each call where the Branch code is provided, the Agent must verify the caller with the
information retrieved from the Triole for Service system. The Agent should confirm the
following with the caller:
e Site name (e.g. Post Office name)
e Telephone number
e Caller’s full name (recording it in the logged call)
¢ Position of the caller
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NB: If the telephone number is different from the number listed in Triole for Service, the
Agent MUST ask the caller to confirm that the number is the MAIN telephone number for
the Post Office.
(b) If any of the above details given differ from that displayed in Triole for Service, ask the
caller to confirm the:
« Post code
¢ Postal address
Details of any changes should be escalated to IMT and the PM should be advised to
inform the NBSC of the change.
c) If the caller cannot be verified from this information then the AGENT should log the call as
Other Queries, QU04 Caller fails initial verification, Cause: resolution Administration on the
Problem Management System.
The AGENT will then end the call politely, an example of which is shown below.
“Unfortunately I cannot recall any information on our system regarding your details so I am unable to help
you further. You may wish to contact the NBSC for assistance by dialling 0845 6011022
Taking Information about the Issue
The Agent must establish the reason for the call from the customer; an example of how to obtain this
information might be to ask:
“Which part of the Horizon equipment may I help you with?”
Whilst noting the issue , the Agent must check the incident history in the profile browser window to
make sure that there isn’t an incident already open for the caller's current problem. If there is already an
open incident, the Agent must open this call to add an update.
A minimum evidence requirement is required for incidents that require further investigation by another
SDU ie SSC
General counter application issues
1. FAD code
Node id
User Id
Exact date / time of error
Key strokes
Message number, Message title and Full message text as seen by the PM
Where the error occurred (screen ID)
Current TP / BP / Stock unit
ONOARON
Counter transaction issues
1. FAD code
Node id
User id
Date / Time of transaction
Session ID
Transaction number(s)
Amounts
First 6 and last 4 digits of card number (if applicable)
Current TP / BP / Stock unit
OCONAARON
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10. Key strokes
11. For counter transactions that completely fail the transaction number of the previous successful
transaction.
12. Barcode references for any issues concerning transactions that make use of barcodes
Balancing issues
As a business issue these should be initially sent to the NBSC. Only if the NBSC declares that they
suspect a Horizon application issue should the following information be gathered before sending the
error to Fujitsu:
FAD code
A summary of what the NBSC have already checked with the PM
Where is the discrepancy (Cash / Stock etc)
Which report shows the balancing issue
Date / time report generated
Current TP / BP / Stock unit
ARON
If the Incident(s) in the incident history are not related, the Agent must record details regarding the issue
and enter it on the Call Management system by raising a new incident..
Alerts & Trends
The Agent must look out for key words that may identify a trend whilst noting the issue.. Key words
might be ‘usual problem’ or ‘it has happened again’. If Agent believes that there might be a recurring
issue they must check the site history by looking through the incidents in the incident history and note
any associated closed call reference numbers in the incident log. The Agent will also assign the Triole for
Service incident record appropriate codes and a priority as defined in “POA Call Enquiry Matrix and
Incident Prioritisation” SVM/SDM/SD/0023
Ending the Call
Whether the incident is going to be closed or progressed, the Agent must always give the caller a unique
incident record number, taken from the Triole for Service system,when ending the voice call, as follows:
“Your incident reference number is xxxxxxxx. Please always use this as a future
reference of this incident and if you require further information regarding this issue.”
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Receiving & Diagnosing a Call
Process Activity
Receiving a Call I Validating a call 1. Desk Agent will ask branch for the Branch Code & input into the Call box and log Incident
2. If the Branch Code is invalid number will be rechecked with customer and re input.
3. If Branch Code number is still invalid caller is advised to contact NBSC to be validated with the correct Branch Code.
Confirm call details 1. Desk Agent will confirm with the caller that the site details are correct, namely site address, post code, contact name and
telephone number.
2. If contact name and site telephone number are different to that displayed, these will be overtyped
3. If address is incorrect, HSD will escalate call to NBSC to have these details amended on database.
4. Agent will highlight any important site information for example VIP status and also identify trends.
Identify Product and 1. Caller will be asked for product which appears to have the problem and details of the fault.
problem
Diagnose Call 1. Agent will diagnose problem using own Knowledge Articles or web based tools — there may be a series of diagnostic
questions which the Agents will have to ask the caller.
2. If the Agent is unable to diagnose the fault, the Incident will be routed to appropriate SDU — see section 4.1.2. The Caller
will be provided with a unique reference number & provided with expected resolution time, in accordance with SLA.
3. If the Agent is able to diagnose fault, this should be resolved using the Knowledge Articles or web based tools..
4.1.2 Routing Call To Other Service Delivery Units
If following diagnosis the HSD cannot resolve the call, the call will be routed to the appropriate SDU.
Process Activity
Advice and Guidance Caller has phoned in with a query or that is not a Hardware/Software or network related issue. The caller requires
Call advice & guidance.
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Mis-Routed Helpdesk 1. Agent will log the call as in section 4.1.1
2. Caller will be advised they have come through to the wrong Helpdesk and advised to call the NBSC or other 3°
Party
3. The HSD call will be closed.
Software/Network Call This may be a call where the caller is unable to use the system due to a software or network issue, in this incidence:
1. Agent will log the call as in section 4.1.1. (input appropriate call type ie network or software)
2. Call log will be updated with diagnostics
3. Call reassigned to the appropriate SDU (EDSC for Software Issues/CMT Network)
Hardware Call
1. Agent will log the call as in section 4.1.1
2. Call log will be updated with diagnostics
3. Agent will confirm site Access hours
4. Call reassigned to default Engineer action group D1
PO Closure
1. Call logged as PO closure Call
2. Enforced Closure Process (SVM/SDM/PRO/0020) followed
4.1.3 Updating Existing Incident - Repeat Call
Activity
Identify Call 1. Call Identified as an existing Incident.
2. Agent will obtain the customers Branch Code and if possible the Incident number.
3. Ifalncident number is not available, the Agent will look through the open calls against that Branch Code and select the one
the customer is calling about
4. Agent will identify reason for phone call for example customer providing update, additional information etc.
Update call 7. Agent will update Incident log stating that there had been an enquiry on the call by the customer.
2. If caller is phoning to give an update on the incident, the activities log will be updated with relevant information.
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3. If further action is required then the incident will be actioned accordingly.
4
Third party update I 1. If an engineer or third party is calling on the support line, the Agent will update the call log with an ‘Log comment action box
2. The information of the engineer's support request will be noted and actioned.
4.1.4 Closing Incident Record
Process Activity
Incident Closure Identify Call Agent will identify whether call is a closure.
(Closure being incident is completed no further action is required and it has been agreed with the customer to close
the call)
Call Closure 1. Agent will close the Incident within Triole for Service entering the relevant call information (cause if available,
,resolution codes etc), including details of what actions and SDU resolved the reported issue.
4.1.5 I Managing Customer Expectation
The HSD are responsible for updating the PM on Engineer SLA Expiry time and progression of long running Incidents. When a Hardware incident is logged, the
ETA for the engineer arrival time will only be given as when the SLA expires — where possible the desk should take into consideration the opening hours of the
branch.
For long running incidents — hardware incidents for which the SLA has expired or Comms Incidents, the branch should be contacted when a) there is a significant
update OR b) every couple of days. Branches should be called even if there is no update in order to reassure the branch that work is still continuing on the fault.
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4.2 Parent Incident
In the event that an incident is identified which could generate multiple calls to the HSD, a Parent
Incident is raised and all child incidents will be logged against this Parent Incident. This Parent will then
be used to capture the progress of the incident.
This can occur as a result of:
e High Cali Volumes: If HSD notice high call-volumes (benchmark of 15 calls waiting) the IMT will
investigate if there is a trend in calls and Incidence, using the Incident Management System. In
the event that a trend is identified, a working Parent Incident will be raised and sent to the
relevant SDU for investigation.
e SMC / SDU Identify Incident: SMC/SDUs will notify IMT in the event of an incident, who will
raise a master Incident and assign to the relevant SDU for investigation. HSD will be provided
with the Incident reference number.
« High Priority Incident Or Major Incident If an MI is required, IMT raise an Urgency 1, Priority 1
incident in Triole for Service and reassign it to the HSD IMT action group
Raising A Parent Incident
In the event that a Parent Incdent is raised, IMT will gather as much information as possible regarding
the incident and log it all in the description field. This will include information on what is down (if known),
how many sites are affected, and who has been notified of the incident. Once the area of responsibility
is identified, the corresponding Service Delivery Manager will be contacted
The Major Incident Service Delivery Manager will advise on actions to be taken
Updating Parent Incident
The Parent Incident will continue to be checked and updated during the lifecycle of the incident and all
calls to the desk will be logged on this incident.
Closure of Parent Incident
Once a resolution has been implemented by the resolver, IMT will gain resolution confirmation
from a sample of Child Incidents. When IMT have the confirmation, the Parent Incident can also
be resolved and closed.
4.3. Communication of Business Impacting / High Priority or
Major Incident
The Major Incident Service Delivery Manager will review the Parent Incident and identify if the incident is
or is potentially Business / Service Impacting. If these criteria are met, extended communication will
take place as detailed below.
4.3.1 Updates to POL Live Service Desk
Following review of the Parent Incident, the Service Delivery Manager will confirm if and when POL Live
Service Desks is to be notified, in accordance with the Major Incident Process (SVM/SDM/PRO/0001).
IMT are responsible for the communication to POL Live Service Desk and all updates must be checked
in advance with the Major Incident Service Delivery Manager.
The frequency of verbal updates must be agreed with POL Live Service Desk and strictly adhered to; i.e.
if updates are agreed to be hourly, then a conversation must take place, even if there is no further
update.
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4.3.2 SMS
All communications on MIs and Business Impacting Incidents are communicated via the SMS process
using Outlook and each message has a maximum capacity of 160 characters.
¢ The first and the last SMS must be sent to POA SMS INTERNAL and POA VIP GROUP
e Interim SMS updates must ONLY be sent to POA SMS INTERNAL.
The SMS to the TECHNICAL BRIDGE is an alert to the Technical experts to attend a conference call to
discuss the incident to identify an action plan.
The Major Incident Service Delivery Manager must authorise which D-list is to be utilised and the
message is agreed by the Major Incident Service Delivery Manager and sent out by IMT.
4.4 IVR
IVR
Personalised IVR
HSD have the option of implementing a personalised IVR message in the event of a High/Major
Incident/Service Impacting issue in order to provide a more specific and efficient message.
Activation
IMT will activate a pre-agreed default IVR message following approval with the Service Desk
Management team. Any changes to the default message should be agreed with service delivery
management
De-activating IVR
Once the incident has been resolved, the IVR needs to be removed at the point the issue has been
confirmed as resolved by the Incident manager
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5 VIP / Hot Sites Escalation
5.1. VIP Process
VIP Branches are sites where POL would like increased focus and enhanced communication in the event
of an Incident. The list is controlled by POL and is limited to a maximum of 50 branches. The Branches
listed may be changed by POL without formal change control via local agreement i.e email to the Branch
Network Services Team.
Any branch on the VIP list has a flag marker in the Incident Management System so that the HSD are
aware that the branch should follow the process below:
Applicable only if a VIP site logs an Urgency 1/Priority 1 call or Online Services call.
No Ti How
Select option 1 or 2
Go to the desk BCP folder and obtain the latest Call Out
4 I Contact the duty manager to advise of I Rota. Alternatively there are copies stored on Share point.
VIP site Incident (In hours) Look for the heading Post office AccountDUTY MANAGER
and see who is listed to cover Out Of Hours.
Contact the pager service 07699 728314 and advise you
would like to send a page to number 07699728314. They
will ask you to read out what to put in the page’
VIP site XXX has logged an Urgency 1/Priority 1 Incident for
XXX. Incident reference XXXX.
Then add the applicable comment below?
Engineer SLA is XXX
CMT are investigating
2 Contact the duty manager to advise of
VIP site Incident (outside core hours)
Continue with escalation
Send an SMS text message to distribution list SMS
Internal & SMS FMS Group
3 Send an SMS VIP site XXX has logged an Urgency 1/Priority 1 Incident for
XXX. Incident reference XXXX. Incident is with XXXX. (If
engineering give the ETA). Next update at XXX
Contact 0845 604 5204 and advise you are calling from IMT
to inform them that an Urgency 1/Priority 1 incident for a
VIP site has been logged and provide details. Agree a
time/date for next action and continue to contact POL where
applicable.
Notify the POL live service desk of
Incident
Monitor incident progression and when the engineer has
resolved the issue send an SMS text message to distribution
list SMS Internal & SMS FMS Group.
VIP site XXX has logged an Urgency 1/priority1 Incident for
XXX. Incident reference XXXX. Incident is with XXXX.
Engineer/BT are working/have resolved on the issue.
5 Monitor Incident
Should a VIP Site go down outside of these core hours, POA DM and POL will be notified as
soon as is possible between 08.00 and 09.00 hrs.
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The list of VIP sites is located M:\HSH Documents\Service Control\VIP Site list.
5.2 Hot Sites Process
Hot sites are sites which POL would like increased focus on and enhanced communication in the event
of an Incident. The Hot Site list is transient and can be updated by POL or Fujitsu Services. The Hot
Site list is made up of 2 types of Hot-sites:
1) Ad-Hoc Hot Sites (those which have experienced significant issues / high profile complaints / history
of issues.) The addition of these will be at the request of POL, and the removal of them will be
discussed at the BS ORF.
2) High Profile OBC activity. The OBC team will request the addition of high profile openings,
relocations, or conversions to the hot sites list. These branches should remain on the list for 2 weeks.
Any branch on the hot sites list has a flag marker in the Incident Management System so that the HSD
are aware that the branch should follow the process below:
Applicable only if a HOT site logs an Urgency 1/Priority 1 Incident or Online Services call.
k How
Send a notification email to: The Hot Site Escalation D-list
1 I Send notification email HOT site XXX has logged an Urgency 1/Priority 1 call for
XXX. Incident reference XXXX. Incident is with XXXX. (If
engineering give the ETA). Next update at XXX
Send an SMS text message is also sent to the SMS HOT
List
HOT site XXX has logged an Urgency 1/Priority 1 Incident
for XXX. Incident reference XXXX. Incident is with XXXX. (If
engineering give the ETA). Next update at XXX
Please provide updates on the following
2 Send an SMS
1. Engineer ETA’s & Delay’s.
. Engineer Updates and New Issues.
3. If the Incident has been escalated to any other
3 I Provide agreed updates to POA departments.
DM/POL live service desk
4. Any updates from a Third Party.
5. When Engineer has completed work and what he has
done with parts used (Engineer Summary).
6. Site must be contacted after fault has been resolved to
check all is working
Should a HOT Site go down outside of these core hours, POA DM and POL will be notified as
soon as is possible between 08.00 and 09.00 hrs.
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6 Service Desk Service Metrics
6.1 SLTs
The SLTs are specified in the Service Desk Service Description (SVM/SDM/SD/0001), and are
measured and reported as detailed in Service Description section 3.3.1.1.1.
The specific method of
calculation for each target is detailed below.
SL
Calls Answered within 30
seconds
Method of Calculat
(Calls Answered within 30s/Total Calls Answered)*100%
n
Average Time to Answer
Sum (Time agent picks up a call - Time call assigned to agent)/Total
calls (Seconds)
Calls not answered I ((Total calls abandoned — calls abandoned < 10 s)/Total calls
(Abandoned) offered))*100%
First Time Fix (Total Incidents - Number incidents where a piece of equipment has
failed twice in 24 hrs)/Total Incidents))*100%
Availability of Service Desk
Voicemail Service outside of
Service Desk Standard hours
((Total number of non-std hours -— Number Hours VM _ not
available)/Total number non-std hours))*100%
Voicemail calls raised out of
the Service Desk Day on the
Fujitsu Services call logging
system responded to next
Working Day with ring back
commencing at 08:00hrs.
((Total VM calls raised — Number of VM not responded to next day)/
(Total Number VM calls raised))*100%
Software incidents resolved by
re-boot or the application of a
work-around <= 15 minutes
((Total number of SW incidents resolved by re-boot or workaround -
Total number of SW incidents resolved by re-boot or workaround
resolved in <= 15 minutes)/ (Total number of SW incidents resolved by
re-boot or workaround))*100
Software incidents resolved by
re-boot or the application of a
work around < = 30 minutes
((Total number of SW incidents resolved by re-boot or workaround -
Total number of SW incidents resolved by re-boot or workaround
resolved in <= 30 minutes)/ (Total number of SW incidents resolved by
re-boot or workaround))*100%
6.2 OLTs
The OLTs associated with the Service Desk relate to the Complaints Process as documented in “POA
Customer Services End-to-End Complaints Process” (SVM/SDM/PRO/0003).
OLT
Standard Complaint Response
time
Method of Calculat
n
Details of the date complaint arrived & returned to POL is captured in
spreadsheet — difference between is captured & calculated.
High Profile
Response
Complaint
Time of arrival of complaint & return of complaint is capture & difference
between is calculated.
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6.3 Service Desk MIS
6.3.1 Daily Reporting
The HSD provide daily SLA numbers and weekly average call duration via email to POL. The HSD use
reasonable endeavours to supply these stats by midday on the next working day.
6.3.2 Monthly Reporting
The HSD provide a monthly report of all metrics as depicted below — this report is distributed via email,
the format may change & and some matrix’s will also be provided in a different format in the Service
Review Book.
e Telephony SLA 1 Answered
e Telephone SLA 2 Abandonment
e Voicemail Response Time
e First time fix: % of customer aervice calls resolved during the first call
« Number of Calls Offered
« Number of Calls Answered
* Number of Calls Abandoned
* Total Outbound Calls Volume
« Number of Calls Abandoned > 40 Seconds
« Number of Calls Answered < 30 Seconds
« Number of Calls Answered < 10 Seconds
e Customer Experience (Call Coaching)
e Operations Utilisation (% spent not spent in unavailable state
e Average Call Duration (ACD)
e Average Time to Answer (seconds) Time from call in the queue to Agent answering call
e Repeat Calls: Customer Call Chase
e Repeat Calls: Third Party/Engineer Update
« Volume of New HSD Incidents raised on Triole
e Total Branches in estate
* Total counters in estate
e Call Multiplier: (Contacts to new Call/Incidents tickets ratio)
6.3.3. Adhoc Reporting
When requested, the HSD will use reasonable endeavours to produce service information, in electronic /
and or hard paper copy, and shall deliver this information to POL within five days or to agreed
timescales. In the event that significant incremental resource or system cost may be incurred by Fujitsu
in carrying out this request, there may be a charge associated with this request as detailed in the
Management Information Service: Service Description (SVM/SDM/SD/0016).
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