FUJ00117667
FUJ00117667
ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
SERVICE Version: 1.0
Date: 15/04/97
Processes and Procedures (PPD)
Document Title: Release 1b ORDER BOOK CONTROL SERVICE:
Processes and Procedures
Document Type: Processes and Procedures Document
Abstract: Describes the procedures required to provide the Order
Book Control Service at Post Office Counters
Status: Issued
Author: Caroline Freer
Distribution:-
Pathway:
Development Product Managers
Management Team
ICL Pathway Customer Service
Library
ICL Pathway Implementation Team
PDA:
Karen Rogers
Approval Authority: Stephen Muchow Karen Rogers
Signature/Date:
© 1997 ICL Pathway Ltd
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FUJ00117667
ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
SERVICE Version: 1.0
Date: 15/04/97
Processes and Procedures (PPD)
0 DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version Date Reason
0.1 29/10/96 Initial draft required
0.2 12/11/96 PDA comments incorporated in initial draft
0.3 27/11/96 Further PDA comments incorporated in initial draft
0.4 04/12/96 Draft notes removed and information included where
possible
0.5 18/12/96 Draft notes removed, further PDA comments
incorporated and document re-formatted
0.6 19/02/97 Re-drafted to reflect Release 1b
0.7 25/02/97 Recovery procedures included and encashment
procedures amended
0.7a 03/03/97 Recovery procedures corrected
0.8 07/03/97 Final Agreed Draft
0.9 21/03/97 Final Agreed Draft
1.0 15/04/97 Signed and Issued
0.2 ASSOCIATED DOCUMENTS
Reference Vers Date Title Source
PA/STR/0003 2.0 19/02/97 Release 1b Contents Description Pathway
CS/PRO/0008 1.0 16/04/97 Release 1b - EPOSS PPD Pathway
CS/PRO/0010 1.0 16/04/97 Release 1b - Operating Pathway
Infrastructure PPD
CS/PRO/0011 1.0 16/04/97 Release 1b - Helpdesk Pathway
CS/PRO/0012 1.0
CS/PRO/0014 1.0
Operations PPD
15/04/97 Release 1b - Introduction PPD Pathway
16/04/97 System Environment PPD Pathway
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RELEASE 1b - ORDER BOOK CONTROL Ref.:
SERVICE Version:
Date:
Processes and Procedures (PPD)
FUJ00117667
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CS/PRO/0006
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0.3. ABBREVIATIONS
ACC
APS
BA
BES
CMS
CPP
DSS
EPOSS
HAPS
ITSA
NINO
Ns!
OBCS
PAN
PAS
PDA
POCL
PPD
PUN
TIP
Area Computer Centre
Automated Payment Service
Benefits Agency
Benefit Encashment Service
Card Management Service
Common Payment Package
Department of Social Security
Electronic Point of Sale Service
Host Automated Payment Service
Information Technology Services Agency
National Insurance Number
National Sensitivity Indicator
Order Book Control Service
Primary Account Number
Payment Authorisation Service
Programme Delivery Authority
Post Office Counters Limited
Processes and Procedures Description
Pick Up Notice
Transaction Information Processing
0.4 CHANGES IN THIS VERSION
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SERVICE
Processes and Procedures (PPD)
Ref.:
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Date:
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CS/PRO/0006
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0.56 TABLE OF CONTENT
I INTRODUCTION.
2 SCOPE.
w
3 GENERAL INFORMATION.
w
3.1 EXCEPTION MESSAGES.
om
3.2 CONTACTING HELP DESK.
3.3 LOCATING INFORMATION FROM ORDER BOOK.
3.4 STATUS OF BAR-CODE ON ORDER BOOK.
aaa
3.5 ACTIONS REQUIRED FOR PAY, PAY AND IMPOUND, AND IMPOUND
INSTRUCTIONS,
4 RECEIPT OF BAR-CODED ORDER BOOKS IN THE POST OFFICE.
4.1 DELIVERY INTO THE OFFICE.
4.1.1 SECURE DELIVERY.
4.1.2 POSTAL DELIVERY.
4.1.3 REDIRECTION
4.1.4 BY HAND.
4,2 RECEIPT OF BAR-CODED ORDER BOOKS.
Ww annnne %&
4.3 STORAGE OF ORDER BOOKS IN THE OFFICE.
5 RE-DIRECTION OF BAR-CODED ORDER BOOKS.
6 ISSUE OF BAR-CODED ORDER BOOK TO CUSTOMER.
7 BENEFIT ENCASHMENT USING FOIL FROM ORDER BOOK.
sm N
Sun
7.1 BENEFIT ENCASHMENT USING FOIL FROM BAR-CODED ORDER BOOK. 19
7.2 BENEFIT ENCASHMENT USING FOIL FROM NON BAR-CODED ORDER BOOK
24
8 FALLBACK.
26
8.1 BAR-CODE READER FAILURE.
26
8.2 KEYBOARD FAILURE
28
8.3 TOUCH SCREEN OPERATION FAILURE.
28
8.4 PC FAILURE - SINGLE-COUNTER OFFICE.
28
8.5 PC FAILURE - MULTI-COUNTER OFFICE.
28
8.6 NETWORK - ISDN CONNECTION FAILURE.
29
9 RECOVERY.
30
9.1 BENEFIT ENCASHMENT USING FOIL FROM BAR-CODED OR NON BAR-CODED
ORDER BOOK.
30
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ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
SERVICE Version: 1.0
Date: 15/04/97
Processes and Procedures (PPD)
3.1
INTRODUCTION
This document contains the elements of the Order Book Control Service
(OBCS), applicable to Release 1b, together with parts of the existing counter
procedures, as detailed in the following sections.
SCOPE
OBCS is a facility for checking bar-coded order books against a system stop
list at a selected automated outlet.
The following processes and procedures are described:
a) Receipt of bar-coded order books in the post office
a) Re-direction of bar-coded order books
a) Collection of bar-coded order book by customer
a) Benefit encashment using foil from:
« bar-coded order book
* non bar-coded order book
Where an action involves the use of a piece of counter equipment the
procedures assume the equipment is working correctly. The procedures for
handling OBCS activities in the event of equipment failures are detailed in the
“Fallback” section.
The following processes will be undertaken entirely in accordance with
manual procedures and are therefore not detailed in this document:
a) Impound order book
a) Forwarding/disposal of order books
a) Forwarding of encashed foils
Manual instructions relating to the validity of the order book, foil or person
presenting the order book
GENERAL INFORMATION
EXCEPTION MESSAGES
In the event that a business rule is contravened, the system will display a
message to this effect. For example, it is not normally possible to encash
more than 13 foils from the same order book in one go (3 calendar months).
For this reason, if a figure greater than 13 is input relating to the number of
foils for encashment, the system will advise that the number of foils can only
be between 1 and 13 in one transaction.
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ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
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Date: 15/04/97
Processes and Procedures (PPD)
3.2 CONTACTING HELP DESK
In the event of any system failure, or advice and guidance being required, the
Horizon System Help Desk must be contacted. Further details are provided
in the Helpdesk Processes and Procedures at Post Office Counters
Document [Ref. S/PRO/0011]. The Horizon System Help Desk can be
contacted on/ ““GRO -
3.3. LOCATING INFORMATION FROM ORDER BOOK
Certain procedures require the keying of the Customer Reference Number,
Indicator, Serial Number and Common Payment Package (CPP)Number
(indicates book group) from the front of the order book.
The following illustration shows where this information is located on the front
of the order book:
‘Common Payment
Additional Order Package
Book Indicator Customer Reference
(not always available) Number Number
ee eovncarycastanrl
=== wh coreg
atuNQus quote this
‘i
}
)
fn “ mS) OR ae
Botte we a? it sateen aS cll
Serial
Number
3.4 STATUS OF BAR-CODE ON ORDER BOOK
The system will respond in various ways, as detailed in the procedures,
following the scan of the bar-code. The outcome will depend on the bar-code
status as follows:
Acceptable If the bar-code is acceptable, the system is able to read the bar-
code and it passes the validation rules. The system will display
the appropriate screen in accordance with the information read
from the bar-code.
Invalid If the bar-code is invalid, the system is able to read the bar-code
but it fails the validation rules. The system will provide a prompt
that the order book must be impounded.
Counterfeit If the bar-code is counterfeit, the system is able to read the bar-
code and it passes the validation rules. The system will display
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ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
SERVICE Version: 1.0
Date: 15/04/97
Processes and Procedures (PPD)
the appropriate screen in accordance with the information read
from the bar-code. It will only be detected at a later stage in the
process that a transaction which was not authentic had taken
place.
Unreadable If the bar-code is unreadable, the system is unable to recognise
the bar-code and the screen will not alter. This may occur, for
example, due to a printing error or the customer may have
damaged the bar-code.
On scanning acceptable, invalid and counterfeit bar-codes, a beep will be
made to indicate that the system has been able to read the bar-code. No
such audible indication will be made when the bar-code is unreadable.
3.5 ACTIONS REQUIRED FOR PAY, PAY AND IMPOUND, AND
IMPOUND INSTRUCTIONS
During the use of the operational OBCS system, instructions to the user to do
one of three actions will be given as a result of checking the order book bar-
code or manual input of the order book details against the system stop list.
The instructions given will always be subject to the manual checks that
should be carried out to validate the order book and/or the customer. These
instructions are:
1. Encash
This allows the user to pay valid foils as requested by the customer.
1. Recall
The recall message instructs the user to pay valid foils either up to and
including a specific date or one valid foil and impound the order book.
1. Impound
The impound message instructs the user to impound the order book
without making payments against valid foils.
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Processes and Procedures (PPD)
41
4.1.1
4.1.2
4.2
RECEIPT OF BAR-CODED ORDER BOOKS IN
THE POST OFFICE
This section deals with the receipt of a batch of order books at the post office.
DELIVERY INTO THE OFFICE
SECURE DELIVERY
Post offices within the M25 area will receive a bulk delivery of order books via
Cashco under the Secure Delivery system. These will be order books
produced by one or more of the Benefit Agency’s ACCs.
POSTAL DELIVERY
All post offices will receive order books via ordinary mail delivery across the
counter. These will consist of order books delivered from ACCs to post
offices outside of the M25 area and those books both outside and within the
M25 which have been prepared and despatched by the local Benefits Agency
Office.
REDIRECTION
This will include order books that have been wrongly delivered to one office
and have been re-routed to the correct office. It will also include transfer
requests from customers when they move office (P578 procedure).
BY HAND
These are primarily order books which have been sent direct to the customer
and are subsequently produced at the counter for encashment.
RECEIPT OF BAR-CODED ORDER BOOKS
This section deals with the receipt of bar-coded order books in the post office
and recording their receipt on the OBCS system.
If a book is delivered to an office in error i.e. wrong office of payment, it
should not be scanned as received. The procedure is to forward it to the
correct office following the re-direction procedure described in Section 5.
The following procedure starts from the ‘Desktop’ menu. However, it is
possible to start the procedure at one of the sub-menus stated in the
procedure.
1. Touch ‘TOKEN MANAGEMENT’ button - F7
(System will display ‘Token Management’ menu)
1. Touch ‘OBCS’ button - F2
‘stem will display ‘OBCS Token Management’ menu
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ICL Pathway RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
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Date: 15/04/97
Processes and Procedures (PPD)
1. Touch ‘RECEIVE’ button - F1
(System will display ‘OBCS Receive In’ screen)
1. Take order book
1. Scan bar-code from order book
(System will increment “Scanned” total displayed by one)
Exception A: If the bar-code is invalid, the system will display the
‘OBCS Impound Notice’ screen:
¢ Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Receive In’ screen and the
“Impound” total displayed will increment by one)
e Impound order book - Refer to existing counter procedure
Exception B: If a stop has been placed on the order book, the system
will display the ‘OBCS Impound Notice’ screen:
¢ Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Receive In’ screen and the
“Impound” total displayed will increment by one)
e Impound order book - Refer to existing counter procedure
Exception C: If the bar-code is not read, scan the bar-code again up
to a maximum of THREE times, then:
e Touch ‘MANUAL INPUT’ button - Enter
(System will display ‘OBCS Manual Entry’ screen)
e Key Customer Reference Number
(This will comprise the National Insurance Number (NINO), Child
Benefit Number or Family Credit Temporary Number)
¢ Touch ‘TICK’ button - Enter
e Key Additional Order Book Indicator (If printed on front of order
book)
¢ Touch ‘TICK’ button - Enter
e Key Order Book Serial Number
¢ Touch ‘TICK’ button - Enter
e Key CPP Number from Order Book
¢ Touch ‘TICK’ button - Enter
(System will display ‘OBCS Impound Notice’ screen)
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Date: 15/04/97
Processes and Procedures (PPD)
¢ Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Receive In’ screen and the
“Unread” total displayed will increment by one)
e Impound order book - Refer to existing counter procedure
EXCEPTION C.1: If keyed information is not accepted for a
particular field, the system will prompt the re-keying of the
missing or inaccurate information:
© Touch ‘TICK’ button - Enter
e Check whether information has been correctly keyed
SCENARIO A: If information has been incorrectly keyed:
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Impound Notice’ screen)
* Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Receive In’ screen
and the “Unread” total displayed will increment by one)
e Impound order book - Refer to existing counter
procedure
SCENARIO B: If information has been correctly keyed:
e Touch ‘PREVIOUS’ button - Escape
(System will return to the ‘OBCS Receive In’ screen)
e Impound order book - Refer to existing counter
procedure
EXCEPTION C.2: If keyed information does not correspond to a
valid benefit type, the system will display the ‘Invalid Book’
screen:
SCENARIO A: If information has been incorrectly keyed:
¢ Touch ‘TICK’ button - Enter
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Impound Notice’ screen)
* Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Receive In’ screen
and the “Unread” total displayed will increment by one)
e Impound order book - Refer to existing counter
procedure
SCENARIO B: If information has been correctly keyed:
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Date: 15/04/97
Processes and Procedures (PPD)
« Touch ‘CROSS’ button - F1
(System will return to the ‘OBCS Receive In’ screen
and the “Impound” total displayed will increment by
one)
e Impound order book - Refer to existing counter
procedure
4. Place order book aside
4. SCENARIO A: If more order books are present:
e Repeat Steps 5 and 6 for each order book
SCENARIO B: If there are no more order books present:
e Touch ‘DESKTOP’ button - Home
(System will return to ‘Desktop’ menu)
4.3 STORAGE OF ORDER BOOKS IN THE OFFICE
Order books will be stored in the post office in accordance with the existing
arrangements - Refer to existing counter procedure.
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Date: 15/04/97
Processes and Procedures (PPD)
5 RE-DIRECTION OF BAR-CODED ORDER BOOKS
This section deals with the re-direction of bar-coded order books. Order
books will be re-directed on written instruction from DSS or request from
another post office on form P578. Order books will be recorded on the
system at the office of receipt prior to being re-directed on the system by the
office of receipt. Books should not be re-directed on the system if being
returned to the Benefits Agency. If the books are not scanned due to being
received at the wrong office, they should be scanned before re-direction.
These books are treated as re-directed books. If books are scanned, then it
is noticed they belong to another post office, the re-direction process should
still be followed.
The following procedure starts from the ‘Desktop’ menu. However, it is
possible to start the procedure at one of the sub-menus stated in the
procedure.
1. Touch ‘TOKEN MANAGEMENT’ button - F7
(System will display ‘Token Management’ menu)
1. Touch ‘OBCS’ button - F2
(System will display ‘OBCS Token Management’ menu)
1. Touch ‘REDIRECT’ button - F2
(System will display ‘OBCS Redirect Out’ screen)
1. Scan bar-code from order book
(System will increment “Scanned” total displayed by one)
EXCEPTION A: If the bar-code is not read, scan the bar-code again up
to a maximum of THREE times, then:
¢ Touch ‘MANUAL INPUT’ button - Enter
(System will display ‘OBCS Manual Entry’ screen)
e Key Customer Reference Number
(This will comprise the National Insurance Number (NINO), Child
Benefit Number or Family Credit Temporary Number)
¢ Touch ‘TICK’ button - Enter
e Key Additional Order Book Indicator (If printed on front of order
book)
¢ Touch ‘TICK’ button - Enter
« Key Order Book Serial Number.
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RELEASE 1b - ORDER BOOK CONTROL Ref.: CS/PRO/0006
SERVICE Version: 1.0
Date: 15/04/97
Processes and Procedures (PPD)
Touch ‘TICK’ button - Enter
Key CPP Number from Order Book
Touch ‘TICK’ button - Enter
(System will display the ‘OBCS Impound Notice’ screen)
Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Redirect Out’ screen and the
“Unread” total displayed will increment by one)
Impound order book - Refer to existing counter procedure
EXCEPTION Ai: If keyed information is not accepted for a
particular field, the system will prompt the re-keying of the
missing or inaccurate information:
¢ Touch ‘TICK’ button - Enter
e Check whether information has been correctly keyed
SCENARIO A: If information has been incorrectly keyed:
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Impound Notice’ screen)
* Touch ‘TICK’ button - Enter
(System will return to the ‘OBCS Redirect Out’ screen
and the “Unread” total displayed will increment by one)
e Impound order book - Refer to existing counter
procedure
SCENARIO B: If information has been correctly keyed:
.
Touch ‘PREVIOUS’ button - Escape
(System will return to the ‘OBCS Redirect Out’ screen)
Impound order book - Refer to existing counter
procedure
EXCEPTION A.2: If keyed information does not correspond to a
valid benefit type, the system will display the ‘Invalid Book’
screen:
SCENARIO A: If information has been incorrectly keyed:
.
Touch ‘TICK’ button - Enter
Re-key appropriate information
Touch ‘TICK’ button - Enter
(System will display ‘OBCS Impound Notice’ screen)
Touch ‘TICK’ button - Enter
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Date: 15/04/97
Processes and Procedures (PPD)
(System will return to the ‘OBCS Redirect Out’ screen
and the “Unread” total displayed will increment by one)
e Impound order book - Refer to existing counter
procedure
SCENARIO B: If information has been correctly keyed:
e Touch ‘CROSS’ button - F1
(System will return to the ‘OBCS Redirect Out’ screen)
e Impound order book - Refer to existing counter
procedure
4. Place order book aside
4. SCENARIO A: If more order books require re-direction:
e Repeat Steps 4 and 5 for each order book
SCENARIO B: If there are no more order books requiring re-direction:
¢ Touch ‘DESKTOP’ button - Home
(System will return to ‘Desktop’ menu)
4. Forward order book(s) to correct location(s) - Refer to existing counter
procedure.
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Date: 15/04/97
Processes and Procedures (PPD)
6
ISSUE OF BAR-CODED ORDER BOOK TO
CUSTOMER
This section deals with the issue of a bar-coded order book.
In all instances where a new or renewal order book is to be issued to a
customer the existing counter procedure relating to the issue of an order book
should be adhered to.
The following procedure starts from the ‘Desktop’ menu. However, it is
possible to start the procedure at one of the sub-menus stated in the
procedure.
1. Obtain new order book from storage location - Refer to existing counter
procedure
1. Touch ‘OBC BOOK’ button - F8
(System will display ‘OBCS Issue’ screen)
1. Scan bar-code from order book
(System will display ‘OBCS Issue Instruction’ screen)
EXCEPTION A: If a stop notice has been placed on the order book,
the system will display the ‘OBCS Impound Notice’ screen:
¢ Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION B: If a recall notice has been placed on the order book,
and the order book is collected on or prior to the effective date of the
recall, the system will display the ‘OBCS Recall Notice’ screen:
(The ‘OBCS Recall Notice’ Screen will advise the effective date of recall
and that valid payments up to and including that date may be made)
SCENARIO A: If benefit encashment is required:
* Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
« Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
valid foils up to date of recall may be encashed
e Impound order book - Refer to existing counter procedure
SCENARIO B: If benefit encashment is not required:
@ Touch ‘CANCEL’ button - F1
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Date: 15/04/97
Processes and Procedures (PPD)
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION C: If a recall notice has been placed on the order book,
and the order book is collected after the effective date of the recall,
the system will display the ‘OBCS Pay One Voucher And Impound’
screen:
SCENARIO A: If benefit encashment is required:
* Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
« Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
one valid foil may be encashed
SCENARIO B: If benefit encashment is not required:
e Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION D: If the bar-code is not read, scan the bar-code again up
to a maximum of THREE times, then:
Touch ‘MANUAL INPUT’ button - Enter
(System will display ‘OBCS Manual Entry’ screen)
Key Customer Reference Number
(This will comprise the National Insurance Number (NINO), Child
Benefit Number or Family Credit Temporary Number)
Touch ‘TICK’ button - Enter
Key Additional Order Book Indicator (If printed on front of order
book)
Touch ‘TICK’ button - Enter
Key Order Book Serial Number
Touch ‘TICK’ button - Enter
Key CPP Number from Order Book
Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And Impound’ screen)
SCENARIO A: If benefit encashment is required:
* Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
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Processes and Procedures (PPD)
one valid foil may be encashed
SCENARIO B: If benefit encashment is not required:
e Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION D.1: If stop notice has been placed on the order
book, the system will display the ‘OBCS Impound Notice’
screen:
¢ Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION D.2: If keyed information is not accepted for a
particular field, the system will prompt the re-keying of the
missing or inaccurate information:
© Touch ‘TICK’ button - Enter
e Check whether information has been correctly keyed
SCENARIO A: If information has been incorrectly keyed:
e Re-key appropriate information
« Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And
Impound’ screen)
SCENARIO A.1: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING
FOIL FROM BAR-CODED ORDER BOOK’
procedure Step 5 - but only one valid foil may
be encashed
SCENARIO A.2: If benefit encashment is not
required:
¢ Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing
counter procedure
SCENARIO B: If information has been correctly keyed:
« Touch ‘DESKTOP’ button - Home
(System will display ‘Desktop’ menu)
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e Impound order book - Refer to existing counter
procedure
EXCEPTION G.3: If keyed information does not correspond to a
valid benefit type, the system will display the ‘Invalid Book’
screen:
SCENARIO A: If information has been incorrectly keyed:
* Touch ‘TICK’ button - Enter
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And
Impound’ screen)
SCENARIO A.1: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING
FOIL FROM BAR-CODED ORDER BOOK’
procedure Step 5 - but only one valid foil may
be encashed
SCENARIO A.2: If benefit encashment is not
required:
e Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing
counter procedure
SCENARIO B: If information has been correctly keyed:
e Touch ‘CROSS’ button - F1
(System will display ‘Desktop’ menu)
e Impound order book - Refer to existing counter
procedure
1. Undertake visual check of order book cover against the information
displayed on the screen
EXCEPTION A: If order book does not match information displayed
on screen:
¢ Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
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Processes and Procedures (PPD)
4. Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
4. Issue order book to customer - Refer to existing counter procedure
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Processes and Procedures (PPD)
7.1
BENEFIT ENCASHMENT USING FOIL FROM
ORDER BOOK
This section deals with benefit encashment using a foil from an order book
with or without bar-code.
In this instance, the customer will present the order book.
The following procedures start from the ‘Desktop’ menu.
BENEFIT ENCASHMENT USING FOIL FROM BAR-CODED
ORDER BOOK
1. Obtain and check order book - Refer to existing counter procedure
1. Scan bar-code from order book
1. Check foil(s) - Refer to existing counter procedure
1. Check system has displayed ‘OBCS Encash’ screen
EXCEPTION A: If bar-code has been scanned whilst another
transaction is being processed on the system, the system will display
the ‘OBCS In-Use’ screen:
¢ Touch ‘TICK’ button - Enter
(System will return to previous screen)
EXCEPTION B: If transaction details are the same as processed for
the previous transaction, the system will display the ‘OBCS Identical
Scan’ screen:
SCENARIO A: If transaction has been purposely commenced:
* Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
SCENARIO B: If transaction has been accidentally commenced:
« Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
EXCEPTION C: If the bar-code is invalid, the system will display the
‘OBCS Impound Notice’ screen:
e Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
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EXCEPTION D: If a stop notice has been placed on the order book,
the system will display the ‘OBCS Impound Notice’ screen:
¢ Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION E: If a recall notice has been placed on the order book,
and the order book is presented for encashment on or prior to the
effective date of the recall, the system will display the ‘OBCS Recall
Notice’ screen:
(The ‘OBCS Recall Notice’ Screen will advise the effective date of recall
and that valid payments up to and including that date may be made)
SCENARIO A: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
¢ Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
valid foils up to date of recall may be encashed
e Impound order book - Refer to existing counter procedure
SCENARIO B: If benefit encashment is not required:
¢ Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION F: If a recall notice has been placed on the order book,
and the order book is presented for encashment after the effective
date of the recall, the system will display the ‘OBCS Pay One Voucher
And Impound’ screen:
SCENARIO A: If benefit encashment is required:
* Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
one valid foil may be encashed
SCENARIO B: If benefit encashment is not required:
e Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION G: If the bar-code is not read, scan the bar-code again up
to a maximum of THREE times, then:
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Processes and Procedures (PPD)
Touch ‘OBC MANUAL’ button - F5
(System will display ‘OBCS Manual Entry’ screen)
Key Customer Reference Number
(This will comprise the National Insurance Number (NINO), Child
Benefit Number or Family Credit Temporary Number)
Touch ‘TICK’ button - Enter
Key Additional Order Book Indicator (If printed on front of order
book)
Touch ‘TICK’ button - Enter
Key Order Book Serial Number
Touch ‘TICK’ button - Enter
Key CPP Number from Order Book
Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And Impound’ screen)
SCENARIO A: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING FOIL FROM
BAR-CODED ORDER BOOK’ procedure Step 5 - but only
one valid foil may be encashed
SCENARIO B: If benefit encashment is not required:
© Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION G.1: If stop notice has been placed on the order
book, the system will display the ‘OBCS Impound Notice’
screen:
© Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing counter procedure
EXCEPTION G.2: If keyed information is not accepted for a
particular field, the system will prompt the re-keying of the
missing or inaccurate information:
* Touch ‘TICK’ button - Enter
e Check whether information has been correctly keyed
SCENARIO A: If information has been incorrectly keyed:
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Processes and Procedures (PPD)
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And
Impound’ screen)
SCENARIO A.1: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING
FOIL FROM BAR-CODED ORDER BOOK’
procedure Step 5 - but only one valid foil may
be encashed
SCENARIO A.2: If benefit encashment is not
required:
¢ Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing
counter procedure
SCENARIO B: If information has been correctly keyed:
e Touch ‘DESKTOP’ button - Home
(System will display ‘Desktop’ menu)
e Impound order book - Refer to existing counter
procedure
EXCEPTION G.3: If keyed information does not correspond to a
valid benefit type, the system will display the ‘Invalid Book’
screen:
SCENARIO A: If information has been incorrectly keyed:
* Touch ‘TICK’ button - Enter
e Re-key appropriate information
* Touch ‘TICK’ button - Enter
(System will display ‘OBCS Pay One Voucher And
Impound’ screen)
SCENARIO A.1: If benefit encashment is required:
¢ Touch ‘CONTINUE’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Proceed to ‘BENEFIT ENCASHMENT USING
FOIL FROM BAR-CODED ORDER BOOK’
procedure Step 5 - but only one valid foil may
be encashed
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Processes and Procedures (PPD)
SCENARIO A.2: If benefit encashment is not
required:
¢ Touch ‘CANCEL’ button - F1
(System will return to ‘Desktop’ menu)
e Impound order book - Refer to existing
counter procedure
SCENARIO B: If information has been correctly keyed:
« Touch ‘CROSS’ button - F1
(System will display ‘Desktop’ menu)
e Impound order book - Refer to existing counter
procedure
. Date stamp foil(s) and counterfoil(s) and remove foil(s) from book - Refer
to existing counter procedure
. SCENARIO A: If book does not require impoundment/recall:
e Return order book to customer
SCENARIO B: If book requires impoundment/recall:
e Impound order book - Refer to existing counter procedure
. Key number of foils for encashment (if different from default of one)
. Touch ‘TICK’ button - Enter
EXCEPTION A: If more than 13 foils have been keyed for encashment,
system will display the ‘Invalid Foil Number’ screen:
¢ Touch ‘TICK’ button - Enter
(System will display ‘OBCS Encash’ screen)
e Re-key number of foils for encashment
¢ Touch ‘TICK’ button - Enter
. Touch ‘TICK’ button - Enter
. Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu with foils for encashment displayed
within stack)
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Processes and Procedures (PPD)
7.2
1. SCENARIO A: If no further book has been presented with foils for
encashment:
¢ Proceed to Step 12
SCENARIO B: If further book has been presented with foils for
encashment:
e Repeat Steps 1 to 10 for next order book
1. Pay customer - Refer to existing counter procedure
1. Touch ‘FINISH’ button - Enter
(System will refresh ‘Desktop’ menu)
1. Store encashed foil(s) - Refer to existing counter procedure
BENEFIT ENCASHMENT USING FOIL FROM NON BAR-CODED
ORDER BOOK
1. Obtain and check order book and foil(s) - Refer to existing counter
procedure
1. Date stamp foil(s) and counterfoil(s) and remove foil(s) from book - Refer
to existing counter procedure
1. Return order book to customer
1. Touch ‘OBC FOILS’ button - F6
(System will display ‘OBCS P+A Manual Entry’ screen)
1. Key P+A Group Number
1. Touch ‘TICK’ button - Enter
EXCEPTION A: If keyed information is not accepted, the system will
display the ‘Invalid P+A Group Number’ screen:
¢ Touch ‘TICK’ button - Enter
e Check whether information has been correctly keyed
SCENARIO A: If information has been incorrectly keyed:
¢ Touch ‘TICK’ button - Enter
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Processes and Procedures (PPD)
(System will display ‘OBCS P+A Manual Entry’ screen)
e Re-key P+A Group Number
e Touch ‘TICK’ button - Enter
SCENARIO B: If information has been correctly keyed:
¢ Touch ‘DESKTOP’ button - Home
(System will display ‘Desktop’ menu)
e Impound order book - Refer to existing counter
procedure
1. Key number of foils for encashment (if different from default of one)
1. Touch ‘TICK’ button - Enter
EXCEPTION A: If more than 13 foils have been keyed for encashment,
system will display the ‘Invalid Foil Number’ screen:
¢ Touch ‘TICK’ button - Enter
(System will display ‘OBCS P+A Manual Entry’ screen)
e Re-key number of foils for encashment
e Touch ‘TICK’ button - Enter
1. Touch ‘TICK’ button - Enter
1. Touch ‘TICK’ button - Enter
(System will return to ‘Desktop’ menu with foils for encashment displayed
within stack)
1. SCENARIO A: If no further book has been presented with foils for
encashment:
e Proceed to Step 12
SCENARIO B: If further book has been presented with foils for
encashment:
e Repeat Steps 1 to 10 for next order book
1. Pay customer - Refer to existing counter procedure
1. Touch ‘FINISH’ button - Enter
(System will refresh ‘Desktop’ menu)
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1. Store encashed foil(s) - Refer to existing counter procedure
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Processes and Procedures (PPD)
8.1
FALLBACK
This section deals with the procedures which must be undertaken in the event
of equipment failure within the post office. The following types of equipment
failure will affect the processing of OBCS transactions:
Bar-code reader failure
Keyboard failure
Touch screen operation failure
PC failure - Single-counter office
PC failure - Multi-counter office
1. Network - ISDN connection failure
In the event of an exception condition arising during these procedures, for
example, keyed information is not accepted, the previous procedures should
be referred to in order to identify the action required.
BAR-CODE READER FAILURE
Bar-code reader failure will affect the following OBCS transactions:
1. Receipt of bar-coded order books
1. Re-direction of bar-coded order books
1. Collection of bar-coded order book by customer
1. Benefit encashment using foil from bar-coded order book
In most instances, the receipt and re-direction of order books may be left until
the failure has been rectified. In addition, in the event of bar-code reader
failure, OBCS transactions may be undertaken at another counter position, if
available, or may be undertaken in the following manner:
1. SCENARIO A: If transaction relates to receipt, re-direction or
collection of order book:
e Touch ‘MANUAL INPUT’ button - Enter
(System will display ‘OBCS Manual Entry’ screen)
SCENARIO B: If transaction relates to benefit encashment using foil
from bar-coded order book:
¢ Touch ‘OBC MANUAL’ button - F5
(System will display ‘OBCS Manual Entry’ screen)
1. Touch ‘SYSTEM FAILURE’ field - Upward Arrow *
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1. Touch ‘YES’ button - F2
(System will display ‘Yes’ in ‘System Failure’ field to indicate that manual
entry is being made because system has failed)
1. Key Customer Reference Number
(This will comprise the National Insurance Number (NINO), Child Benefit
Number or Family Credit Temporary Number)
1. Touch ‘TICK’ button - Enter
1. Key Additional Order Book Indicator (If printed on front of order book)
1. Touch ‘TICK’ button - Enter
1. Key Order Book Serial Number
1. Touch ‘TICK’ button - Enter
1. Key CPP Number from Order Book
1. Touch ‘TICK’ button - Enter
Continue in accordance with previous procedure
* In normal circumstances, the manual keying of order book information
due to the system being unable to read the bar-code would result in the
order book being impounded. In instances where the bar-code reader
has itself failed this course of action, in general, will not be desirable. A
prompt is therefore provided on the manual entry screen which allows the
user to indicate whether the manual entry is due to system failure. The
default value in this field is set to ‘No’ but, in the event of bar-code reader
failure, this value should be set to ‘Yes’. If the ‘Yes’ option is selected,
the normal checks are made against the control notice file and, unless
otherwise indicated by the check, the book will not be impounded.
8.2 KEYBOARD FAILURE
Keyboard failure, whilst potentially affecting all OBCS functions, should not
prevent such activities being handled at the post office counter. Keyboard
failure does not include failure of the bar-code reader which is detailed in
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8.3
8.4
8.5
another section.
In the event of keyboard failure, OBCS functions may be undertaken at
another counter position, if available, or using the touch screen as all system
operations are replicated on the touch screen.
TOUCH SCREEN OPERATION FAILURE
Touch screen operation failure, whilst potentially affecting all OBCS
functions, should not prevent such activities being handled at the post office
counter. Touch screen operation failure does not include monitor failure
which, in relation to fallback procedures, would be considered as PC failure.
In the event of touch screen operation failure, OBCS functions may be
undertaken at another counter position, if available, or using the keyboard as
all system operations are replicated on the keyboard.
PC FAILURE - SINGLE-COUNTER OFFICE
PC failure in a single-counter office will affect the following OBCS
transactions:
Receipt of bar-coded order books
Re-direction of bar-coded order books
Collection of bar-coded order book by customer
Benefit encashment using foil from bar-coded order book
Benefit encashment using foil from non bar-coded order book
The receipt and re-direction of order books may be left until the failure has
been rectified. The other transactions may be undertaken in accordance with
manual procedures.
Foreign Encashments should be validated using the Benefits Agency
validation lines, especially for those encashments with amounts exceeding
£100. Nominated Office Encashments should use the current manual stop list
procedure. In both of these situations the transactions should be completed
using the Recovery Procedure detailed in Section 9.
PC FAILURE - MULTI-COUNTER OFFICE
In the event of a PC failure in a multi-counter office, where operationally
feasible OBCS transactions will be undertaken at another counter position.
However, if in the event of PC failure at all counter positions, OBCS
transactions will be undertaken in accordance with the fallback procedure for
PC failure in a single-counter office.
In the event that it is not operationally feasible to use another counter position
or alternatively all counter positions are off line, specific processes must be
followed. Foreign encashments should be validated using the existing
Benefits Agency validation lines, especially for those with amounts exceeding
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8.6
£100. Nominated Office encashments should follow the manual stop list
procedure.
In addition, in the event of a Gateway PC failure in a multi-counter office,
OBCS transactions will be affected where the customer has not previously
undertaken an OBCS transaction at that post office, for example, foreign
benefit encashment. For such transactions, the system will display a
message that the host system is unavailable and instructing the user to follow
manual procedures to establish whether the issue/payment may be made.
On confirming the message, the transaction may be conducted, on the
system, in the normal manner.
In the case of a Gateway PC failure, foreign encashments, which are those
that are not know locally to the system, should be validated using the Benefits
Agency validation lines, especially for those with amounts exceeding £100. In
these situations the transactions should be completed using the Recovery
Procedure detailed in Section 9.
NETWORK - ISDN CONNECTION FAILURE
In the event of a Network - ISDN connection failure, OBCS transactions will
only be affected where the customer has not previously undertaken an OBCS
transaction at that post office, for example, foreign benefit encashment.
For such transactions, the system will display a message that the host system
is unavailable and instructing the user to follow manual procedures to
establish whether the issue/payment may be made. On confirming the
message, the transaction may be conducted, on the system, in the normal
manner.
In the case of foreign encashments, which are those that are not know locally
to the system, they should be validated using the Benefits Agency validation
lines, especially for those with amounts exceeding £100. In these situations
the transactions should be completed using the Recovery Procedure detailed
in Section 9.
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Processes and Procedures (PPD)
9.1
RECOVERY
This section deals with the procedure which must be undertaken, following
failure rectification, in order to capture details of the OBCS transactions
undertaken during the period of failure.
The following procedure starts from the ‘Desktop’ menu. However, it is
possible to start the procedure at one of the sub-menus stated in section 7.
BENEFIT ENCASHMENT USING FOIL FROM BAR-CODED OR
NON BAR-CODED ORDER BOOK
1. Touch ‘OBC FOILS’ button - F6
(System will display ‘OBCS P+A Manual Entry’ screen)
1. Key P+A Group Number details
1. Key encashment details
(System will return to ‘Desktop’ menu with encashed foils displayed within
stack)
1. SCENARIO A: If maximum number of items on stack has not been
reached and there are further transactions to be processed:
e Repeat Steps 1 to 4
SCENARIO B: If maximum number of items on stack has been
reached and there are further transactions to be processed:
¢ Touch ‘FINISH’ button - Enter
(System will refresh ‘Desktop’ menu)
e Repeat Steps 1 to 4
SCENARIO C: If there are no further transactions to be processed:
¢ Touch ‘FINISH’ button - Enter
(System will refresh ‘Desktop’ menu)
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