FUJ00080498
FUJ00080498
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation— _ Ref: CS/FSP/013
Reference Data
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23 April 2007
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Call Enquiry Matrix and Incident Prioritisation — Reference Data
Functional Specification
N/A
This document details the prioritisation and call codes for
Reference Data incidents logged on PowerHelp
Authorised
David Wilcox, Customer Services
Post Office Account Library
Approval Authorities:
Name Position Signature Date
Liz Melrose POA Service Delivery Team
Manager
Paul Gardner
HSD Operations Manager
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
FUJ00080498
FUJ00080498
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation— _ Ref: CS/FSP/013
Reference Data
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23 April 2007
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 15 January 2007 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types
1.0 23 April 2007 Authorised
0.2 Review Details
Mandatory Review Name
Customer Service Jan Ambrose
SST Chris Lewis
Optional Review Name
POL Lynne Fallowfield
HSD Paul Gardner
Rebecca Epifano
Customer Service Liz Melrose
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version Date Title Source
CS/FSP/O11 Call Enquiry Matrix and PVCS
Incident Prioritisation -
General
SVM/SDM/SD/ Reference Data POA
0013 Management Service:
Service Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
Fujitsu Services
Call Enquiry Matrix and Incident Prioritisation— _ Ref:
Reference Data
Version:
COMPANY IN-CONFIDENCE Date:
CS/FSP/013
1.0
23 April 2007
FUJ00080498
FUJ00080498
0.4 Abbreviations/Definitions
Abbreviation
Definition
AP
Automated Payments
Core Product
A product available at all Post Office Branches
FS
Fujitsu Services
NBSC
Network Business Support Centre
Non-Core Product
A product available at a number of Branches but not the entire estate
PO
Post Office
POA Post Office Account (Fujitsu Services)
POL Post Office Limited
RDT Fujitsu Services Reference Data Team
SLT Service Level Target
SmartPost Postal Services application on Horizon system
SSC Software Support Centre
0.5 Changes in this Version
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 15 January 2007 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types
1.0 23 April 2007 Minor amendment based on comments
Issued for authorisation
0.6 Changes Expected
None
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FUJ00080498
FUJ00080498
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation— Ref: CS/FSP/013
Reference Data
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23 April 2007
0.7 Table of Contents
1.0 INTRODUCTION...
2.0
3.0 CALL CODES AND INCIDENT PRIORITISATION..
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FUJ00080498
FUJ00080498
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation— Ref: CS/FSP/013
Reference Data
Version: 1.0
COMPANY IN-CONFIDENCE Date: 23 April 2007
1.0 Introduction
This document describes the incidents logged on PowerHelp and is used to define the call codes for
these incidents.
It also defines the priorities assigned to any incident. These priorities have been created to aid the
HSD to manage incident escalation and have been agreed in conjunction with support units.
2.0 Scope
The document describes the types of incidents, incident prioritisation and call codes for the following
call type:
F Reference Data
Further details in respect of incident prioritisation and status and PowerHelp call codes are provided
in ‘Call Enquiry Matrix and Incident Prioritisation — General’ [Ref. CS/FSP/011].
3.0 Call Codes and Incident Prioritisation
Call Type Code: F
Call Type: Reference Data
Description: Incidents related to a query on reference data provided by both Post Office
Account and POL
Calls raised by: See table below
SLA: Not applicable
Priority: B
Problem Type Code Calls raised by Cause Code Repair Code
FD01 Product detail incorrect PO branch ICP1 - POLReference Dataissue [R58 Caller referred to NBSC
FD02 Missing button(icon)iproduct [PO branch As for FDO1
(Non-core product)
FD03 Missing button(icon)iproduct [PO branch As for FDO7
(Core product)
FD04 _ Address/Phone number incorrect [PO branch As for FDO7
FDOS POL Reference Data incorrect IPOL/ As for FDO1
POA Operations
FD06 FS (POA)RefDataincorrect [POL CAS __-FS(POA)RefData issue [R22 Fix applied by SSC
POA Operations R64 _Issue referred to RDT by SSC
RK4 No fault found by SSC or RDT
R58 Caller referred to NBSC
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