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Procedure.
CONFIDENCE)
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
Information Classification:
Approval Authorities:
Nat Role
Steve Bansal Post Office Account Senior
Service Delivery Manager
POA Customer Service End-to-End Customer Complaints
Procedure.
Joint Working Document — Procedure (PRO)
HNG-X
This document describes the POA End-to-End Customer
Complaints Procedure.
APPROVED
Sandie Bothick, Fujitsu Service Delivery Manager
Steve Bansal, Chris Harrison, Matthew Hatch
As reviewer / approver lists
See section0.9
Sig
Nicola Lowe Post Office Ltd Major Incident &
Problem 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
0.1 Table of Contents. 2
0.2 Document History 4
0.3 Review Details. 4
0.4 Associated Documents (internal & External). 5
0.5 Abbreviations. 5
0.7 Changes Expected 5
0.8 Accuracy... 6
0.9 Information Clas: 6
4 INTRODUCTION 7
4.4 Process Owne: 7
41.2 Process Objec'
41.3 Process Rational
3 DEFINITIONS 8
3.4 Standard Complai 8
3.2 High Profile Complaints 9
3.3. Management Information Definitions 9
3.3.1 Complaint Logging 9
3.3.2 Complaint Closure 9
4 END-TO-END COMPLAINTS PROCESSES ........ssssssssessesssssesesessseessesesssesereeee 10)
4.1 Complaint Process ...........
4.2 High Priority Complaint Process.
6 PROCESS OUTPUTS
6.1 Management Information. 3
6.2 Corrective Actions / CSIP: 3
6.3 BIM Referral 3
7.4 POLIT Digital Service Desk Team .. 4
7.2 The MAC Team... 4
7.3 Service Delivery Manager 4
7.4 Service Delivery Units .. 4
75 Service Delivery Manager Team Lead 4
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue
Associated Change
CWO, CP, CCN or
PEAK Reference
0.1 03-Oct-06 First draft — to detail the End-to-End Customer
Complaints Process. Draft taken from IMT Complaints
Procedure (PRO/HSD/016)
0.2 10-Oct-06 Typographical errors corrected following review. HPC
process detailed as separate process.
1.0 6-Nov-06 Updates from review of 0.2 added. Document issued
for review
14 25-Sept-07 _I Updated with revised complaints process — all
complaints re Fujitsu Services are passed for formal
investigation
1.2 25-Sept-07 _I Updated with reference to BIM referral process
2.0 24-Dec-07 Issue for Approval.
24 02-May-13 I Updated complaints process and reviewer details
2.2 12-Jun-2013 _I Revised following review
3.0 24-Sep-2013 I Approval version
3. 29-Aug-2014 I Removal of reference to HSD and IMT CCN1409a
3.2 22-JUL-2014 I Amendments following review
3.3 29-Aug-2014 I New interface to Atos via MAC team CCN1400
3.5 23-Jul-2015 I For Internal review. Removal of references to CCN1423
Engineering Service
3.6 11-Jan-2016 I Revised following review and issued for Atos review
37 12-Jan-2016 I Section 7.1 amended following Atos review.
4.0 12-Jan-2016 I Approval version
44 22-Feb-2019 I Removal of POLSAP referral.
4.2 24-Sept-2019 I Removal of reference to Atos cwoo131
43 20-Jan-2023 I Annual Review
5.0 10-Feb-2023 I Approval version.
0.3 Review Details
Review Comments by :
Review Comments to sandie.bothick i
postofficeaccountdocumentmanagementi
Mandatory Review
Role Name
POA Senior Service Delivery Manager Steve Bansal
Post Office Ltd Major Incident & Problem Manager I Nicola Lowe
Optional Review
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Role Name
Fujitsu POA SDM Incident and Problem Manager I Matthew Hatch
Fujitsu POA SDM MAC and OBC teams Sandie Bothick
Fujitsu POA Networks SDM Chris Harrison
POL IT Document Specialist Steven Voutha:
Issued for Information — Please
distribution list to a minimum,
Position/Role Name
(*) = Reviewers that retumed comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account HNG-X I Dimensions
(D0 NOT REMOVE) Document Template
SVM/SDM/SD/0016 Management Information Service - Service I Dimensions
Description
SVM/SDM/PRO/0019 Branch Issues Management Process Dimensions
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
BIM Branch Issue Manager
csIP Customer Service Improvement Programme
HPC High Profile Complaint
MAC. Major Account Controller
MI Management Information
MP Member of Parliament
NBSC Network Business Support Centre (POL)
PO Post Office
POA Post Office Account (Fujitsu)
POL Post Office Limited
SDM Service Delivery Manager
SDU Service Delivery Unit
0.6 Glossary
a
0.7 Changes Expected
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0.8 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.
0.9 Information Classification
The author has assessed the information in this document for risk of disclosure and has assigned an information
classification of FUJITSU RESTRICTED (COMMERCIAL IN CONFIDENCE).
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1. Introduction
1.1 Process Owner
The owner of this process is the Lead Service Delivery Manager POA and the MAC Service Delivery
Manager (SDM).
1.2 Process Objective
The key objective of the process is to ensure effective and efficient management of Customer Complaints
and to ensure:
e Clear documentation of each complaint and the progress of the complaint through the process.
* Complaints are dealt with in accordance with the timescales as detailed in this document.
e Key areas of customer concern are captured and fed into Service Improvements
e Service improvement actions are identified
e Provision of Management Information (MI)
e Provision of clearly defined roles and responsibilities
e Improved governance.
1.3 Process Rationale
This document outlines the management process and guidelines to be followed in the event of a
complaint from a branch.
The aim of the document is to provide a pre-defined process which must be applied to all complaints.
received from a branch.
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2 Mandatory Guidelines
The following guidelines should be adhered to.
e The MAC team should be the entry point for standard complaints into the Fujitsu domain. Any
standard complaints will be received directly from the POL IT Digital Service Desk into the MAC
team for logging and processing in accordance with the end-to-end standard complaints process.
« When complaints are passed to the MAC team and in turn SDMs, they should be fully
investigated and a clear response given within the timescales detailed on the complaints form.
e Standard complaints should be processed within 5 working days, unless otherwise agreed by
Fujitsu following a request by Post Office Ltd.
* High Profile complaints should be processed within 8 working hours unless otherwise agreed by
Fujitsu following a request by Post Office Ltd
Complaint Template
Response required to be returned by
XXIXX/XX EOD
The Post Office Incident Coordinator Team
have received the following complaint from
FAD Code XXXX XXXXX
Branch Name xxxx xxxxx
Fujitsu TfSNow Reference Number xxxx xxxxx
Which relates to your team:
3 Definitions
3.1. Standard Complaint
Acomplaint is a formal notification by a branch that they are dissatisfied with the Service, or the
Customer Experience provided by Fujitsu. Complaints can be raised against any aspect of any Service,
and can include complaints about:
e Incident Management — speed of resolution and customer experience — timeliness of updates,
management of expectation.
e Technology — central infrastructure and application performance.
The majority of standard complaints are logged via the POL IT Digital Service Desk, who are responsible
for managing the complaint and where appropriate providing feedback to the branch. Not all complaints
require feedback, as branches can log complaints for information only; however, any complaint which
requires investigation must be passed to the MAC team for Fujitsu to provide a formal response.
Branches can log complaints during normal working hours, but the review, validation, investigation and
response by Fujitsu will only take place between Monday to Friday 08:00 — 17:00.
The standard complaints process is detailed under section 4.1.
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3.2. High Profile Complaints
Some complaints are categorised as High Profile Complaints (HPC), which indicates that senior
management within POL are aware of the allegations and will be copied on the completed investigation.
AHPC can be logged through several methods for example, MP escalation or POL Senior Management
escalation. High Profile Complaints are managed by POL, by the appropriate Service Manager, who is
responsible for compiling the formal response. Not all HPC require investigation by Fujitsu, however
when applicable, the response must be turned around within 8 working hours.
The High Profile Complaints process is detailed under section 4.1.2
3.3. Management Information Definitions
3.3.1 Complaint Logging
The definitions below categorise the complaint when it is passed to Fujitsu and is provided by the POL IT
Digital Service Desk team when the complaint is emailed to the MAC team.
3.3.1.1. Duplicate Complaint
Branches sometimes will contact POL on multiple occasions regarding the same complaint. POL will
forward the complaint to the MAC team and the MAC team will manage the first instance that the
complaint was raised and reject the other complaints referring to the original.
3.3.2. Complaint Closure
Once a complaint passed for investigation has been reviewed by the SDM, it is classified as either
Justified or Not Justified for the purposes of Fujitsu's monthly reporting, before return to the POL IT
Digital Service Desk.
3.3.2.1 Justified Complaint
Acomplaint is classified as Justified if following the investigation Fujitsu agrees that the branch had
cause to complain and that the Service provided was unacceptable.
3.3.2.2 Unjustified Complaint
Acomplaint is classified as Not Justified if following the investigation Fujitsu has evidence to demonstrate
that the service provided to the branch was of an acceptable standard, although areas for improvement
may exist.
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4 End-to-End Complaints Processes
4.1 complaint Process
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Box
ie
Complaint received by POL IT Dita
Branch believes that they have r reason to complain about the service provided by
Branch
Service Desk about Fujitsu Fujitsu and has raised complaint via POL IT Digital Service Desk.
Complaint is emailed to the MAC team using the agreed template, containing
e FAD Code
e Fujitsu TfSNow incident ref
e Description of complaint
The MAC team have 5 working days to provide a formal response back to the
POL Complaints Management team on receiving this email.
The MAC team update complaints stats The MAC team update the standard complaint form template with the details of MAC team
spreadsheet & populates complaint form I the complaint, and investigate the detail around the complaint, capturing details
with relevant information from Incidents logged in the Incident Management system.
Primary Service against which the Once the background information around the complaint has been investigated and I MAC team
complaint logged identified and complaint I entered into the complaints form, the MAC team email the form to the SDU
sent to appropriate SDU aligned to the service area of complaint as detailed in section 8.1 when
appropriate. The MAC team also update the complaints spreadsheet to track the
progress of the complaint.
Is input required from SDU? The MAC Team determines if input is required from SDU. The MAC team will POA SDU/POA MAC
send the complaint to the relevant SDU requesting a formal response. The MAC
team will also advise when the formal response is required to be returned by.
SDU investigates complaint The SDU investigates complaint. SDU
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POA MAC Team reviews complaint and
classifies whether justified or not
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be detailed on the
complaint form and where appropriate added to the Service CSIP register, for
discussion at the appropriate service review.
POA MAC Team
The MAC team update the complaints
spreadsheet
Upon receiving the completed complaints form the MAC team populate the
complaints spreadsheet with the details. The MAC team return the completed
complaints form to POL.
MAC team
In the event of further response required
the complaint is returned to the MAC
team, who pass to SDM
POL IT Digital Service Desk process the complaint in accordance with their
internal processes to provide feedback to the Branch.
POL IT Digital Service Desk
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4.2. High Priority Complaint Process
Box Titi
oo
a
me
HPC Received
High Profile Complaint received v within POL
POL
Complaint emailed to appropriate Fujitsu
SDM
Fujitsu comment on the HPC is required and the complaint is passed via email to
the appropriate Fujitsu SDM, as detailed in section 7.1.
From the point the email is received the SDM has 8 working hours to reply with a
formal response.
POA Service Delivery Manager
POA SDM investigates complaint and
confirms whether justified or not.
The SDM investigates the HPC with internal and external SDUs if appropriate.
The SDM identifies if the complaint is justified or not.
In the event that the complaint is justified, the SDM should identify potential
Service Improvements or Service Improvements currently in progress which will
address the area of complaint. These improvements should be added to the
Service CSIP register, for discussion at the appropriate service review.
POA Service Delivery Manager
Full details of the complaint, rationale or
decision and if applicable proposed
service improvements is returned to POL.
The POA SDM returns full details of the complaint investigation, rationale for
decision and service improvements to the POL Complaint Manager.
POA Service Delivery Manager
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5 Disputed Complaints
In the event that the IT Digital Service Desk Team is not satisfied with the classification of the complaint
as justified / not justified or with the explanation of the events, the complaint should be passed to Fujitsu
Lead Service Delivery Manager providing details of what further investigation is required to be carried
out.
6 Process Outputs
The following are outputs / possible outputs from the complaints process:
°« Mi
« Corrective actions / CSIPs
e Branch Issue Manager (BIM) referrals.
6.1 Management Information
MI on the complaints is produced on a monthly basis and is discussed at the service review when
requested.
The information provided consists of the following:
e Total number of complaints relating to Fujitsu
« Number of complaints passed to Fujitsu
« Number of complaints classified as Not Justified
e Number of complaints classified as Justified
Commentary is provided on the complaints covering the nature of the complaints, top services areas of
complaint and the actions Fujitsu are taking to resolve/ reduce complaints, including any updates on
previously reported actions.
The full spreadsheet tracking the complaints can be provided on request.
Any requests for MI should be passed to the MAC Service Delivery Manager.
6.2 Corrective Actions / CSIPs
The response to any justified complaint will by default contain corrective actions to address the root
cause of the complaint. In addition, the overall trends around complaints are analysed and corrective
actions identified to prevent similar complaints being raised in future — this is regardless of whether the
complaint was identified as justified or not.
The corrective actions are added to the appropriate Service CSIP and tracked through the service review.
6.3. BIM Referral
As a direct result of a complaint, the SDM may deem it appropriate to request a BIM to attend the branch
for more detailed analysis to be undertaken. BIM referrals should be requested in accordance with the
POA Branch Issues Management Process (SVM/SDM/PRO/0019).
7 Roles and Responsibilities
This section defines the roles and responsibilities individuals and teams have within the End-to-End
Customer Complaints Process.
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7.1. POLIT Digital Service Desk Team
POL IT Digital Service desk are responsible for receiving the complaint from the Branch and all internal
POL processes relating to the standard complaint process. POL IT Digital Service desk are also
responsible for passing the complaint to the MAC team.
7.2. The MAC Team
The MAC team owns the responsibility for receipting standard complaints from POL IT Digital Service
desk and for managing & tracking the progress of the complaint through the complaints process
The MAC team are also responsible for the initial investigation into the background of a standard
complaint, and if required in the process, for providing this information to the Service Delivery Manager.
The MAC team are responsible for providing the formal responses back to the POL IT Digital Service
desk team within the agreed timeframes.
The MAC Team is responsible for the final stage of investigation of the standard complaint and for
identifying if the complaint is justified or not
7.3 Service Delivery Manager
In the event of a HPC, the SDM is responsible for providing a response to the appropriate POL Service
Manager within 8 working hours.
7.4 Service Delivery Units
The Service Delivery Manager or MAC Team may well contact the SDUs for further information regarding
the complaint. The Operations Manager for the SDU should provide all information and investigate
further if requested by the SDM or MAC Team.
7.5 Service Delivery Manager Team Lead
In the event that the outcome of any complaint is in dispute, escalation to the Service Delivery Manager
Team Lead should occur. The Service Delivery Manager Team Lead will then discuss internally and with
the POL IT Digital Services Operations Manager to reach a conclusion to the dispute and provide
commentary on the MI.
8 Fujitsu Contact Details
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