in this issue...
Operations Manual
ik ple Corporate Bar
Banki
ervices. on line banking -
Post Office
card account
Bureau de Change on-dem
Cash Account Be
Pr
G
Acing &
tion
ank Transe
on Wheels
Home G
MoneyGram
National Lottery
Royal Mail National booklet 3
Stores Ordering
Inland Revenue Cashcheques ~
correct accounting procedure
Spirit Group Limited ~ change giving
account number correction
Post Office® card account application form P6168 ~
entering the reference number correctly
New First Rate envelope (P4820) ~ change of address
New Halifax, Bank of Scotland counter cheque
verification telephone number
Changes to the Horizon Report screens
AK Bank Account number ~ correction
Quarterly Summary for Home Care Stamps Sales ~
to be completed
Inland Revenue ~ New Automated Horizon Report for
Inland Revenue order books
MoneyGram ~ Multi-Currency service
Instants new game ~ 500k game (181)
Instants new game ~ Magic Money (180)
National Lottery Instants win Scratchcards ~
New Horizon icons screen layout changes
Redirection application forms ~ new prices
Operations Manual ~ distribution of the
Stores Ordering booklet
There is no Operational Workaid due with this edition of Operational Focus.
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5 4
6 5
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9
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4 14
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-continued from page 1
Miscellaneous iter page
Schemes - Travel and Ticket. SWIFT application forms ~ completing correctly 16 12
\ches
anking Servi bank pic Corporate Banking. All Post Office
inland Revenue Cashcheques ~ correct accounting
procedure
Operational Focus week 45, article 1 gave details of the new style Inland Revenue Cashcheques which were introduced on
Saturday 1 February 2003.
Unfortunately a large percentage of these Cashcheques are being brought to account wrongly as DWP/SSA(NI)
(Green/Violet) Girocheques. For example, 1,820 cheques were incorrectly brought to account in week 3.
For clarity, branches should summarise each type of cheque as follows:
Inland Revenue Cashcheques
© Treat Inland Revenue Cashcheques as any other Corporate Cashcheques and account as a Girobank withdrawal
© The cheques are summarised on the Girobank Daily Record of Withdrawals (G9902MA) as normal.
TF eat ELLE LEELA LE LE E E
oe sci
esis
$e é
ac
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fe
.
I #AOROLE™ Toa HEd BaSKELE Ee
For further information please see the Operations Manual, Girobank pic Corporate Banking booklet, Subsection 14 page 58.
DWP/SSA(N)) Girobank cheques
* Summarise DWP/SSA(NI) Girobank cheques on the Green/Violet Girocheque Horizon report
ae saa
tavat Giesetegee OF
er OG MAR ove
ONAL FOCUS “WEEK 12,
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® Complete an ID Docket G6311 and place this in front of the vouchers.
Place the vouchers, the Horizon Counter Weekly Giro Report(s) and ID Docket (G6311) in the Green Striped Envelope
G631 or G631a
® Place the envelope G631 or G631a in the Girobank Envelope and despatch as normal
Cash
Please remember. Do not account for the Inland Rev reques as DWP Green Giros.
2. one Seevkes Globanl ple coporats barking Al fostottke anche: _ eee
Spirit Group Limited ~ change giving account number
correction
Operational Focus week 10 article 1 informed branches that change required for Spirit Group Limited must be drawn
against account number 101 5389 using a Change Giving Transfer form.
Unfortunately the Weekly Accounting section for this article quoted the wrong account number that should be used on
the Weekly Change Giving Summary Form (P3872 for directly managed and franchised branches, P3873 for all other
branches). This should be account number 101 5389, as per the rest of the article, and not 435 9720.
3. Banking Services: on line banking - Post Office card account. All Post Office branches ‘Contributor: Lara Burkitt
Post Office® card account application form P6168 ~
entering the reference number correctly
We are currently experiencing some operational issues with Child Benefit customers incorrectly recording the reference
number on their card account application form P6168
One of the reasons for this is that the P6168 requests the customer's National Insurance number, whilst the Child Benefit
Personal Invitation Document (PID) uses the customer's Child Benefit number as a reference number.
Counter procedure
To help us control this issue, please follow this procedure when a customer presents their PID at your branch and requests
a Post Office® card account application form:
¢ Take the application form out of the ‘Guide to your card account’ booklet and write the reference number from the top
of the PID into the space provided in Section 1 of the form, next to the words ‘National Insurance number’.
Please note: The reference number on the PID will either be a Child Benefit number or a National insurance
number. Nation: ance numbers have nine charac hild Benefit numbers hav racters, If the
teference number is not in either of these formats the ust not be accep! The
customer referred to the Issuing Authority.
if the reference number on the PID is a National Insurance number:
® write all nine characters in the space provided on the application form.
If the reference number is a Child Benefit number:
© write the first nine characters only on the application form.
* Put the form back into the ‘Guide to your card account’ booklet and pass it to your customer along with their PID.
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4. Bureau de Change pre order. All Post Officebranches "Contributor: Dave Boughtwood
New First Rate envelope (P4820) ~ change of address
The delivery address for pre-order Bureau de Change orders _ In addition to the envelopes, a small supply of Cash Advance
sent by post to First Rate Travel Services has changed. Vouchers (P4829) will also be supplied. This is because all
branches must record the customer's debit card details when
they have already paid for the order via Customer Direct
Ordering and come to collect it.
All pre-order branches will shortly receive a supply of
revised First Rate envelopes (P4820) with the new address
printed on them.
Do not use any other vouchers for bureau credit/debit card
These envelopes are only for pre-order Bureau de Change transactions.
orders. Do not use these envelopes for Travel Insurance
products. If you have not received the items by Monday 23 June
please contact Royal Mail Logistics, Swindon on
wong 4q I I 0845 601 1022, selecting option 6.
On receipt of the revised envelopes, destroy locally any
stocks of old envelopes with the following address held at
your branch:
eran First Rate
euncer aan
Seems FREEPOST NEA8798
SHEFFIELD
S26 6YX
Further supplies
Further supplies of the revised First Rate envelopes (P4820) are now available from Royal Mail Logistics, Swindon in
units of 25.
5. / Bureau a Gage haemand, Bureau de CHante hence Mon excien branches / Conair Mey Mend
New Halifax, Bank of Scotland counter cheque
verification telephone number
With immediate effect, the telephone number for Halifax, Bank of Scotland (formerly Halifax Building Society) counter
cheque verification has changed.
The new number is: ind should be used when authorising building society cheques (drawn on the society)
over £2000 when presented for Moneygram Send or Bureau de Change transactions. You should ignore the options given
when ringing this number and you will be connected directly to an advisor.
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Changes to the Horizon Report screens
Following the introduction of the dedicated Inland Revenue Reports, as per article 9 in this week’s issue of Operational
Focus, changes were made to the positions of some of the icons in the Reports screens and a new screen, Other Office
Weekly, was added. You were notified of these changes by Memoview, MBS200, on Wednesday 4 June 2003, before they
were visible on Thursday 5 June 2003. This article clarifies the changes.
Counter Weekly screen
The Counter Weekly screen has changed as follows:
Old screen New screen
Reprints screen
The Reprints screen has changed as follows:
Old screen New screen
F1 - P and A Weekly
F2 - Green Giro
F1 - Green Giro
F2 - POs Paid
F3 - POs Paid F3 - Inland Revenue
F4 - Blank
F4-P and A Weekly
her functional keys in this screen
ranged
Office Weekly screen
The Office Weekly screen has changed as follows:
Old screen New screen
F2 - Rem In (P) F2 - Inland Revenue
F3 - Rem Out (P) F3-IR P5589
F12- Cash Flow F12 - Blank
F16 - Blank F16 - Other Office Wkly
Please note:
ferrin ur
other functional keys in this screen.
Other Office Weekly screen
Anew, Other Office Weekly screen, leading on from F16in
the Office Weekly screen, has been added as follows:
New screen
F1-Rem In [P]
F2 - Rem Out [P]
F3 - Cash Flow
F3 - P+A P2311MA F3- IR P5589
F4 - Counters Rev F4-P+A P2311MA
F6 - Blank F6 - Counters Rev
[keys
By User screen
The By User screen has changed as follows:
Old screen New screen
F1 - Blank
F1 - Inland Revenue
lonal keys in this screen
remain unchange:
Counter Daily and Office Daily
Reports screens
The Counter Daily and Office Daily reports screens have
not changed.
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AK Bank Account number ~ correction
The account number supplied by Girobank for AK Bank for the article published in Operational Focus week 10, article 5 is
incorrect. The account number should read 512 0020 and not 512 0200.
Quarterly Surnmary for Home Care Stamps Sales ~
to be completed
The Quarterly Summary for Home Care Stamp Sales (P5082) will be distributed to all Home Care branches during
Cash Account week 12 (commencing Thursday 12 June).
® All branches selling Home Care stamps, must complete © Return it to Chesterfield in the brown pouch with your
and return the summary. Nil returns are required. next Cash Account.
® Please complete the Quarterly Summary (P5082) in
duplicate.
Please do not send the Weekly Summary (P5083), as this
form is for branch use only.
© Record all sales and stock movements from Cash
Account week 1 up to the end of Cash Account week 13
(week ending Wednesday 25 June 2003).
Inland Revenue ~ New Automated Horizon Report for
Inland Revenue order books
From Thursday 19 June 2003 Inland Revenue order book payment transactions must be summarised, using new
dedicated reports, on the Horizon system.
Counter procedure
© To obtain the Counter or Stock Unit Weekly Report, with
details of value and volume of each transaction type,
select:
- Reports (F2)
- Counter Weekly (F5)
- Inland Revenue (F3)
This report must be placed with the appropriate foils, in
preparation for the weekly despatch, and secured with an
elastic band.
P5589
The Weekly Report P5589 is a two part report showing
volumes and values of each transaction type.
The Client copy of the report must be placed in the Inland
Revenue pouch SP276 with the appropriate foils.
© The ‘office copy’ must be attached to the Inland
Revenue pouch and then placed in the brown one trip
pouch to Chesterfield.
To obtain the P5589 select:
- Reports (F2)
- Office Weekly (F6)
- IRP5589 (F3)
Please note: A two part report is produced on the
office printer.
Client Copy of the P5589
This copy must be date-stamped and signed, folded neatly
and placed with the associated foils inside the Inland
Revenue pouch number SP276.
ie a se
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Office Copy of the P5589
This copy must be date-stamped and signed, and attached
to the outside of the Inland Revenue pouch SP276 using
an elastic band. Place the complete Inland Revenue pouch
inside the brown one trip weekly pouch to Chesterfield.
There are two other reports associated with this change.
Office Weekly Inland Revenue Report
The Office Weekly Inland Revenue report shows all stock
unit cut-off reports for Inland Revenue and is for use within
your branch. To produce this report select:
- Reports (F2)
- Office Weekly (F6)
- Inland Revenue (F2)
Reprint of the P5589
Areprint of P5589 is available (after the cash account has
been produced). To produce this report select:
- Reports (F2)
- Reprints (F4)
- IR P5589 (F3)
venue Child
C Group
t send Inland
Group BB and
uments to Lisahally
Please remember: Do nc
Benefit Gr
ce
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MoneyGram ~ Multi-Currency service
MoneyGram are changing their processes so that their operators will be able to advise branches of the value of the Send
transaction in the local currency of the destination country instead of just US dollars. This service, known as
‘Multi-Currency’, is being introduced on a gradual basis, depending upon the country of receipt.
With immediate effect if a MoneyGram operator advises
you of the local currency figure during the send transaction:
© Write the following details in the Receive Information
section of the MoneyGram Send Form (P5032):
@® Receive currency name
@ Exchange rate
© Receive amount
@ Tick the ‘No’ box
Alternatively, if you are advised by MoneyGram that the
receive amount will be in US Dollars, complete the
following details:
@ Receive amount (under the USD box)
@ Tick the ‘Yes’ box
Fake cect
Bichienige ae
ati tence
OR
US Gurtaeey
isha va acho 1a
If the MoneyGram operator does not advise you of a local
currency, or that the receive country pays out in US dollars,
complete the Send form as detailed for the current
transaction.
Please note: Full d
transaction were pi
Workaid (Week 11). The information i
was not included due to time constraints.
1 setones Lottery. Netional Lotte non 4 preric branches
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Contributor Michael Newcombe
Instants new game ~ 500k game (181)
On Saturday 28 June 2003, Camelot will launch the
following new Instants £3 Scratchcard game:
Please note:
branches the
clot.
‘A’ prefix branches will not be able to order or receive this
game from the NSSC, Hemel Hempstead.
Number Game name Pack size
181 £500k game 40 x £3 cards (£120)
Point of Sale material
Point of Sale material will be supplied by Camelot.
® If you do not receive your Point of Sale material contact
the Camelot Retailer Hotline o
All branches that order and receive
their stock from Camelot
Distribution
You will receive an initial distribution from Camelot only if
your sales levels warrant it.
Further supplies
© Order further supplies if required through Camelot
Telesales on 0845 966 6768.
1.2. ational Lotery National Lottery branches
Receipt
When you receive your scratchcards:
*® confirm that you have received them using your terminal
® place the scratchcards in a secure area.
Activation
© Do not activate packs of scratchcards before you need to
sell them.
® Activate scratchcards through the terminal.
® Attach the activation slip to the last scratchcard in the
pack for safe keeping
ock Centre (N
ion
You may start to sell these scratchcards as soon as you
receive them.
Whole packs of unactivated scratchcards will be collected
by Securicor at Camelot game end.
Accounting
For full accounting instructions see:
- Balancing with Horizon booklet, National Lottery
(instants) Activations, page 36.
- Operations Manual, National Lottery On-line Offices
booklet, Subsection 13, or National Lottery Instants
Offices booklet, subsection 8.
Contributor: Michael Newcombe
instants new game ~ Magic Money (180)
On Saturday 28 June 2003, Camelot will launch the following new instants Scratchcard game:
Number Game Name
180 Magic Money
Please note: Point of Sale material will not
Pack Size
200 x £1 cards (£200)
pplied by Camelot for this game.
continued on page 10.
-continued from page 9
‘K Prefix branches
Distribution and further supplies
There will be no initial distribution.
These games will be available to order from Tuesday 1 July
2003.
1c
garnes if you hi
ning low on an existin
0 stock ail garnes,
a space in your
amie.
er of If you are ty
You should not receive any scratchcards directly from
Camelot, but if you do:
* do not activate the scratchcards
® retain and return to your Field Support Executive.
Receipt, Activation and Accounting
See Operational Focus, week 30 article 10 for full information.
All other branches
Distribution
You will receive an initial distribution from Camelot only if
your sales levels warrant it.
Further supplies
© Order further supplies if required through Camelot
Telesales on 0845 966 6768.
1 3. National Lottery. National Lottery branches
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Receipt
When you receive your scratchcards:
© confirm that you have received them using your terminal
© place the scratchcards in a secure area.
Activation
® Do not activate packs of scratchcards before you need to
sell them.
Activate scratchcards through the terminal.
© Attach the activation slip to the last scratchcard in the
pack for safe keeping.
Please remember: When the game is withdrawn
e National Sec ock Centre (NSSQ will
not be accepted without activation slips.
returms to
You may start to sell these scratchcards as soon as you
receive them.
Whole packs of unactivated scratchcards will be collected
by Securicor at Camelot game end.
Accounting
For full accounting instructions see:
- Balancing with Horizon booklet, National Lottery
(Instants) Activations, page 36.
- Operations Manual, National Lottery On-line Offices
booklet, Subsection 13, or National Lottery Instants
Offices booklet, subsection 8.
Contributor: Michael Newcombe
National Lottery Instants win Scratchcards ~
New Horizon icons screen layout changes
At present the Horizon icons for National Lottery Scratchcards have different numbered ‘F’ keys depending on which
screen you enter. These are being changed to ensure consistency irrespective of which screen you are in.
The revised numbered icons will become visible in all screens from Thursday 12 June 2003 with the exception of the
‘Serve Customer’ screen where the icons will be visible from Saturday 28 June 2003 as follows:
- Instants £1 (F9)
~ Instants £2 (F10)
~ Instants £3 (F11)
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1 4. Postal Services: Royal Mail National booklet 3. All Post Office branches Contributor: Jas Panesar
Redirection application forms ~ new prices
Redirection fees increased in price on Thursday 8 May 2003, as part of the changes to Royal Mail tariffs. The new prices
are shown in the table:
1 month 3 months 6 months 12 months
Business Inland Redirections £12.90 £21.60 £43.20 £64.80
Business International Redirections £12.90 £28.10 £43.20 £64.80
Social Inland Redirections £6.45 £14.05 £21.60 £32.40
Social International Redirections £12.90 £28.10 £43.20 £64.80
Revised Redirection application forms P944, with the new prices, were distributed with the tariff literature.
Some customers may have collected an application form before this date and will present it with payment for the
Redirection service. The old application form may be accepted but the new prices must be charged to all customers
without exception.
on forms must be fi
varded to the address advised to your off
Please remember: rection appl
the day of acceptance at the counter.
If any customer wishes to complain about the tariff increase or any other aspect of the Redirection service, they should
be advised to ring the Royal Mail Customer Service Centre on 08457 740 740. Customers should be encouraged to use
this channel for any complaints. Alternatively, customers may write to Royal Mail at the address shown on the Redirection
form in your branch. No postage is necessary.
For further information about the Redirection service counter transaction, see the Royal Mail National booklet 3, subsection 4.
1 5 Stores Ordering. All Operations Manual users Contributor: Tracy Cox
Operations Manual ~ distribution of the
Stores Ordering booklet
From Monday 16 June 2003, a revised copy of the Operations Manual booklet for Stores Ordering will be distributed to
branches and other Operations Manual users.
Please note: Thi
received from br
planned.
lly called Stock Ordering. The title has been changed as a result of feed!
does not inch 2 NSSC stores information originally
!f you do not receive your booklet by Monday 30 June 2003, please contact Royal Mail Logistics, Swindon on 0845 601 1022
selecting option 6.
When you receive the new booklet:
® remove the earlier booklet (COMB 47/2) from the Volume 5 binder
® insert the new booklet (COMB 47/3) into the same place according to the running order on the binder cover
© destroy the earlier version in accordance with local instructions for paper disposal.
1 6. Miscellaneous - Local Schemes - Travel and Ticket. All SWIFT travel scheme branches
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Contributor. Craig Skinner
SWIFT application forms ~ completing correctly
Nearly ten per cent of application forms that are submitted
for this scheme are being rejected, due to the following:
- no date of birth
no proof of eligibility
- no proof of address
- no proof of disability
no Post Office date-stamp
® Please ensure that all application forms (LS240 - Feb 2003)
are completed fully, as per the operating instructions you
received when the scheme went live.
onal
number wh:
Please do not write notes or comments on the application
forms as these cannot be dealt with.
© Completed application forms must be despatched every
Thursday morning by first class Recorded Delivery.
Failure to do so will result in the return of the customer's
travel Smart Card being delayed.
Caerphilly branches
You must send completed application forms using the
pre-paid envelope (LS234) to:
Rhondda branches
® You must send completed application forms using the
pre-paid envelope (LS263) to:
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Please note that this table is unlikely to contain details of every action you will need to take during this week.
You will need to continue to read all relevant Operational Focus articles, and plan your actions in the same way
you normally plan for changes (for example, using your Cash Account calendar each week to make a note of any
actions notified in Operational Focus).
Product
HRH Prince William of Wales
special issue
HRH Prince William of Wales
special issue
Fun Fruit & Veg special issue
Home Care stamps
Queen Mother
£5 Memorial coin
National Savings & Investments
National Savings & Investments.
Change
Stamps and
Presentation Packs
First Day Envelopes
Doncaster MBC scheme
terminated
Account application forms
Account application forms
Actions
First day of sale
Withdraw from sale at
close of business
Return withdrawn stock
(group 1 only)
Last ‘Rem out’ date
for obsolete stamps
Return to the NSSC
(group 2 only)
Destroy old application
forms at close of business
First day for using
new application forms
Date
Tuesday
17 June
Tuesday
17 June
Wednesday
18 June
Wednesday
18 June
During week
ending
Wednesday
18 June
Wednesday
18 June
Thursday
19 June
Operational Focus is for internal use by personne! working in Post Office® branches only.
Articles must not be given, copied, or shown to members of the public.
© Post Office Ltd 2003.Allrights reserved.
The Post Office and the Post Office symbol are registered trade marks of Post Office Ltd in the UK and other countries.
Produced by Operational Publications tearn, Network Support, 80-86 Old Street, LONDON ECTV 9NN
Printed by Romec print & reprographies on recycled paper
Operational Focus should be retained for one year frorn the publication date
Article ref
week 9,
article 13
week 9,
article 13
week 48,
article 6
week 4,
article 11
week 8,
article 4
week 9,
article 1
week 9,
article 1