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HORIZON HELP DESK STUDY
Final Draft Report
HELP DESK
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Horizon Help Desk Study Problem Definition
ial ““ i
HELP DESK
How do POCL provide a flexible, responsive environment for
providing the Help services to support commercial initiatives
~ such as Horizon and the Automated Distribution System
(SAPADS)?
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Meeting Objectives & Structure
n
HELP DESK
To provide feedback on the findings of the recent Help Desk
Study, relating to the Horizon project, carried out on behalf of
Post Office Counters Ltd by PA Consulting Group.
Understand problems- background
Current capability assessment
Strategy for delivery of Business Support
Single Point of Contact/Intelligent Front End
Next Steps
VF YN
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Current Horizon Help Desk Services
* es at
Payment Card Help Line Pathway CFM External Benefits Payment card enquiries only
Customers, POCL, DSS - Secure Help services
Horizon Systems Help Desk Pathway Girobank POCL, DSS Horizon Technical 1st Line
~ Implementation
Regional Help Line POCL POCL Outlets External Business process enquiries
PO Customers only - procedures & forms
Systems Help Desk Post Office IT Services Post Office IT Systems incidents &
problems
External Customer Support SSL External Post Office Regional Helpline
Customers
ITSA Help Desk DSS IT Services Agency DSS IT Systems incidents &
problems
BA Desks DSS DSS Business process enquiries
only
Horizon Training Peritas Outlets Training
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Different Customers Require Different Types of Help Services,
But the Outlets Will Require the Greatest Level of Support 4
OUTLETS
t
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CLIENTS army,
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POCL BUSINESS
SUPPLIERS
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We,
cusromERS
Section I
Understand
problem
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Characteristics of the Post Office Outlets As They
Relate to the Provision of Help Services 4
Section ]
Understand
problem
. * One office, one counter, many customers
Outlet * No technology fallback position — We beteat.-
iy * Image of the Post Office is through the outlet
* Rapid response to meet the customers needs
* Immediate response required for support
* Drive for efficiency and effectiveness
What will Horizon change? - what is the impact on the 20K Outlets?
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The Impact of Horizon on POCL Business Operations
4
Section 1
Understand
problem
Horizon is dictating the pace of change required — ds¢ + > -
Decision processes need to be quicker )
Visibility to customer, clients and suppliers - 3 way
exposure
Prescriptive delivery which demands conformance
* Nature of support required for a real time environment
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Impact of Outlets and Horizon on POCL Business is Driving
the Need for Business Change 4
Section /
Understand
O u t I ets problem
Business
Change
»
Commercial [a> =
Demands
Horizon y
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Have POCL Anticipated the Business needs of the Outlets and
the Implications of Horizon? 4
Section 1
Understand
problem
¢ No recognition of the required pace for change of the
business processes
¢ No recognition of the limitations of the current business
infrastructure
* No recognition of the impact of introducing short term
fixes to address long term business problems
* Need to deliver the most appropriate level and scope of
Business Support relevant to the current limitations
Technology Enabled Business or Technology Inhibited Business
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Assessment of Current Help Arrangements
ICL PATHWAY
*. Pathway are capable of delivering against current demand profiles
+ No assessment has been made on the impact of differing demand profiles
POCL REGIONAL HELPLINES
* Noclear definition of the role and scope of Helplines in supporting Horizon
* Regional Helplines are currently failing their service levels (this is being actively
addressed), additional demand will have a significant impact
* Helpline staff will be diverted to support the implementation of Horizon into
Outlets - reducing current capability
OTHER HELP SERVICES
* Transaction Processing & POITS - role and responsibilities have yet to be
determined in respect of Horizon
* Service Management - will fill in the current void but this is not scaleable
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Boi
Section 2
Current
Capability
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Business Support Strategy Within POCL to Support an 1A
Automated Business aS
Section 3
= Single, logical point of contact for all end users irrespective of strategy
contact type providing an ‘Intelligent Front End’ (not easy to train
20K outlets) - standardising around a single tool set coupled with
a common set of processes - integrated across domains
= Single interface to each domain with clearly defined roles &
responsibilities and agreed levels of ownership and
accountability, co-ordinated from within Service Management
= Information flows must be mapped and agreed to allow common
reporting, management information and timely dataonendto
end performance.
= Processes for regular monitoring and review in support of SLAs,
will be established, enabling the active management of call
volumes
= Business Processes will be supported by the Business whilst
Horizon Technical Processes will be supported by Pathway
= SSL and PCHL will provide all public support services for POCL
= Internal and external support teams will integrate with the
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. Centralised Business Support - The Need for Change ©
_ There are limited options for resolving the issues. surrounding the support of the outlets :
The solution intelligent
* provide access, from a single telephone contact number, into an intelligent support Front End
organisation able to both resolve calls on first contact or pass on the call to expert domains
The benefits
Y deliver professional management of all Business Support
¥ resolution of business support needs on first contact
. ¥ make it easier for the ‘end-user’ to obtain support services
Y ensure support operations and management are transparent to the ‘end-user’
¥Y provide the basis for continuous improvement - managing change more effectively
¥ be more proactive than traditional help desks
Y staffed by people who understand the services supported in a business context
¥ release Outlets to deliver what the external customer needs - supporting the strategic
thrust of POCL
¥ management and visibility of the business would remain with POCL
¥ single management structure - reduced management overhead
Y easier to standardise and integrate with external bodies
Y flexible staffing arrangements - easier to manage peak loadings
¥ central communication point for the business - providing the opportunity for PUSH
; communication into the Outlets ; REFO00.13
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Outline Plan to Develop And Implement The Business
Support Strategy —
Section 5
Next Step
1. Present and agree changes required with Horizon
Programme Management Team
2. Present to Organisation Development Group. .
3. Present and agree the changes required with the CEC I
preted
members
The solution will require significant business change over a
short period of time starting immediately
4. Charge someone to make it happen —»
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