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Welcome to the Horizon
Online Induction Training
Post Office®
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Course Aims and objectives
Objective
We aim to give you all the information and skills that you will need to
successfully support a branch from Horizon to Horizon on Line.
You will also receive information to assist you in ensuring that are
branches and adhering to conformance and compliance regulations.
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Agenda
*Horizon overview
“Admin
°A day in the life...
*Contents of the migration pack
¢ Migration process
« Compliance and non conformance
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Horizon Next Generation (HNG)
— delivering Horizon Online™
Post Office®
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Agenda
* Purpose of HNG
* Business Drivers & Current Horizon System
* Future State
° Features: Architecture; Service & Performance; Business Equivalence
«Impacts
* Changes
° Training
« Migration
+ Summary
* Questions
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Purpose of the HNG Programme
To deliver a significant reduction in the total annual cost of
ownership of Horizon, whilst ensuring the system remains fit
for purpose in the 21st Century...
... ina dynamic and changing environment.
Recognising that HNG is not operating in a silo - Life goes on in the Business - initiatives like, Rural Strategy, Network Strategy,
Packet Strategy, Re-Org all have potential to bring around change ( via CR ) to the Programme
HNG should also enable the business to reduce the time to market for major developments; should be a simpler system that is
easier to change and service manage; should be capable of supporting segments and zones.
The Programme is about developing the current Horizon system to meet business drivers, and is a balancing act between
reducing cost and building a system fit for our needs
We will cover this in a little more detail in next few slides
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Context Ge)
* Programme identified in 2005 ; “To deliver a significant reduction in the
total annual cost of ownership of Horizon”
« Programme is a crucial part of forward:five2eleven
¢ Delivering:
~A New application;
~New Data Centres;
~Revised Service Levels.
« The programme delivering it is “HNG”
+ Will be known as “Horizon Online” within the Network
Anew application - The look and feel is different
New Data centres - Currently we have two data centres in Wigan and Bootle. These are expensive to maintain. Moving forward
we will have new Data centres in NI. These are now up and running and online
Revised service levels - By changing some of the less important parts of the contract we've been able to save considerable
amounts of money. An example of this would be the 4 hour fix for a keyboard. Whilst this is great it costs a lot of money to
maintain. Offices could work without a keyboard if they had to. This has now changed to a 24 hour fix saving significant sums of
money.
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Horizon online
Horizon Online™:
~is about reducing the Post Office’s® operating costs,
(around 1m per week) and is a fundamental element of
forward:three2eleven
~is based on the principle of “Business Equivalence”
—will look and feel very different to existing Horizon
~but will not radically change transaction processes
~is a fully integrated application - SmartPost no longer
“bolted on”
~—has been designed to run on existing Branch equipment
Horizon Online™ is about reducing the Post Office’s® operating costs, and is a fundamental element of forward:three2eleven
- Horizon is a major cost to the Post Office® and we need to reduce its running costs. In fact, Horizon Online™ is one of the
most crucial cost reduction initiative being undertaken by our business.
- Main costs savings in operating costs triggered by a number of events e.g. data centre move, end of roll-out, etc.
- Recognise that the business is changing - increase in on-line transactions; growth of banking products; demise of benefits;
introduction of more on-line services via APOP
is not about new functionality - it is based on the principle of “Business Equivalence”
Business Equivalence is a primary design principle for the Programme - we are not about new functionality.
HNG will support the same products and deliver the same financial and operational outcomes as Horizon but how this is
achieved may change - this is the definition of Business Equivalence
Mails product will be re-specified We have been sampling views around the business on both UI and Mails, and we have had
very positive feedback, including from Subpostmasters.
However, we need to continue to manage firmly any over-expectations of the frontline that Horizon Online will deliver
improved functionality - they may see this as a missed opportunity
so will not cure all the issues and problems that users have with Horizon although where practical, and at no extra cost, we
have smoothed away a number of “rough edges”.
We have held workshops with Horizon users to discuss the main issues and problems with the current system. We have already
replaced the old counter printers that were a major cause of frustration for branches because they were slow and noisy. We are
also taking the opportunity to address many other issues and problems e.g. unnecessary receipts. Wherever possible, within
the constraints of cost and time, the issues and problems that have been highlighted will be addressed.
will look & feel very different to the existing Horizon
Horizon is over 10 years old and the design criteria/technology was different at the time it was developed. One of the aims of
the Programme is to bring the Horizon User Interface (how the system will look on screen) up to current industry standards.
but will not radically change transaction processes
will replace the existing SmartPost application
SmartPost is being replaced. Its replacement, Postal Services, is being designed so that, as with other products and
transactions on Horizon Online™, there are fewer screens to navigate. Based on information gathered from the customer, a
counter clerk will be able to set all the criteria for posting a mail item on the first Postal Services screen i.e. weight, destination,
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delivery preferences, format and other options.
will not mean the replacement of current keyboards, monitors and processors
Apart from the recently completed installation of new counter printers, the only other additional new piece of equipment is the
new communication router. We aim to keep any impact on branches to a minimum.
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Horizon — Current State
* 13 year old design and technology to
satisfy a different business
« Slow and expensive to use
« Evolved rather than designed ~ a
consequence of which is a robust
service but complicated to change
[DateTime]
CURRENT STATE
Before discussing the future development of Horizon, lets remind ourselves of the ‘system’ we have today
OVERVIEW
Horizon is 13 years old and the design criteria/technology was different and the business needs were different - the demand
for on-line working was low, the telecoms were expensive for on-line. Horizon was built to support off-line trading.
Very high security (e.g.. user ID / access / screens encryption ) this was a requirement from Gov because Horizon was built to
support benefits payments.
Horizon is the 2nd most secure system in Europe. The MOD being #1!
Horizon is a costly system. For example Horizon is a bespoke system that uses a different encryption. Link for instance is
unable to decrypt the encryption we have, so we have to decrypt before sending!
Horizon is also a system that is wrapped up in’ barbed wire’ - making changes difficult and costly - test everything!
As time has passed and more product have been developed Horizon has evolved - from a technical perspective essentially we
have bolted things on the side - we undo the barbed wire stick a bit in then wrap everything back up.
Design was optimised at the time to minimise costs (esp. network) - offline working
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Horizon to Horizon online
Post Office” {DateTime} C
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Horizon Online — Future State
« Apermanent online connection alte
+ Modern mainstream technologies with
lower cost of ownership and easier
integration with external systems
EER
Ea
+ No end of day polling
+ No transfer of data in branch
+ Online settlement model
« Easier and quicker to change
st Office” [DateTime]
Thinking back to the previous slide - clearly current state does not support the business drivers so how will future system meet
these needs?
Features of the future state include:
Centralised systems and data management reducing service costs software / reference data centralised - branch's receive
updates automatically when on line.
Apermanent on-line connection becomes more important in the new world (nb. Permanent on-line is in relation to data
transmission - data will be committed to the data centre, not stored locally)
Component based for greater re-use and speedier development less to manage , easier to reconcile data flows and make
changes Gone is the bespoke build of today, when we build the future the barbed wire will be removed
Modular, to simplify testing and new deployments reduced complexity - easier / quicker to diagnose problems
Modern mainstream technologies with lower cost of ownership and easier integration with external systems (e.g. the LINK
encryption issue)
Anew contract with Fujitsu Services - Pay FS less but they get a share of the cost saving we make - it is in their interest to make
savings as they will earn more.
Change in Architecture - currently all transaction data via the gateway Transaction data held at counters as well as data
centres
Under HNG
Gateway becomes a standard counter
All counters communicate via the new router
No transaction data held at the counter
Live and ‘warm’ (secondary, ready to ‘step in’) data centres - rather than 2 live
Comms direct to data centre 2 on failure of data centre 1
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Current Architecture
Cente 7 Centre 2
Ea
\ /
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Future Architecture
Gateway
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Business Equivalence
+ The primary design principle for Horizon Online
* Horizon Online™ will support the same products and deliver the same
financial and operational outcomes as Horizon
~ but how this is achieved may change
* Horizon Online will not be exactly the same as Horizon in every detail
* Horizon Online will not deliver any new functionality in the first release
What is does is the same - How it does it is different
E.g. An AP transaction will be invoked using the same token, but under the bonnet the system will be completely different
This is not about introducing new functionality (new system will be “Business Equivalent’)
Although ....
where practicable, and at acceptable cost, rough edges will be smoothed
Anything else may be possible but via Change Request
Already held 3 workshops to identify rough edges. Further work being done to analyse outputs to identify ‘quick wins’
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Service & Performance Ge)
+ Overall availability of service will improve
« No Network connection = No service
« Counter printers have been replaced already
* Back up Network — Branch router will have both an orange and
Vodaphone sim card which will automatically connect if primary comms
are down.
Service & Performance:
Overall availability of service will improve - available more often & fails less but worth noting that HNG will not make existing
issues with links to external systems go-away
Backup network in place (builds on Network Resilience Programme) via router (vodaphone/orange) where signal strength is
available
Gateway PC no longer single point of failure (new router installed) - currently the conduit to the external network
Revised SLAs to better reflect our operating needs
Re-defined Engineering Service SLAs - significant cost savings
No Network connection = No service
All transactions posted and settled on-line in real time
Back office functions also reliant on Network connection
Key Impacts on Users
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Horizon Online
~ is NOT about new functionality — it is based on the principle of “Business
Equivalence”
* but will introduce a new User interface (look and feel)
~— supports the same products and deliver the same financial and operational
outcomes as Horizon
~ will integrate the existing SmartPost application
~ will introduce improved Heip facilities
~ will introduce some other ‘minor’ changes
~ no replacement of the existing keyboards, monitors or processors
~ introduces a new branch communications router in each branch
+ Key point: No network connection = Ne service
~ will mean CTOs use the live system
Office” [DateTime]
New User Interface
Bubble help is going - SmartHelp type functionality across the system - known as Online Help - will replace majority of Counter
Operations Manuals
No new counter kit in the branches - “Retail model”....sweating the assets
new counter printer already installed
new communications router to be installed
Programme and system will be referred to as ‘Horizon Online™’ in communications to front line colleagues - “Says what it does
on the tin”
New counter printer - has been a great success
Installation of a new Network Communications Router
installed in advance of software drop of Horizon Online™
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Changes and Exclusions
Changes Exclusions
* Reports + Withdrawal of PMMC Card
+ Recovery + Watercard
+ Receipts + Session transfer
* Sessions settlement + Bubbie heip
* Counter Training Office * Quantum
+ Session suspend
* Counter Operations Manuals
Changes
Report Simplification - report consolidation/house keeping exercise. A revised counter sequence will be designed to enable the
user to work through the design set, printing and cutting-off as appropriate. Likely that the Counter Daily & Counter Weekly
will be removed.
Recovery - Still being worked up what this looks like. Brought about due to the changes in session settlement. i.e. potentially
fewer recoveries due to the on-line data transmission.
Receipting - receipts are being reviewed and the layout and point that the receipts are printed may change. Details still being
drawn up.
Session Settlement - session settlement will only occur once the data has been transmitted and received at the data centre and
not before. On-line transactions e.g.. DVLA and APOP will operate as now for on-line verification.
CTO Training - completely different. Will now be an on-line solution that will replicate the live service. Reponses will be
emulated from the data centre.
Session Transfer & Suspend - functionality removed. This is the ability to transfer a customer session from one terminal to
another and not transfers between stock units.
POLO Card - was used to re-boot system after downtime, but with Horizon On Line all password prompts are online
Exclusions
PMMC Card to be withdrawn as no longer required under Horizon
Help - removal of bubble help and introduction of context sensitive help across the application -Current SmartHelp
functionality across the system replaced by Online Help - navigated using index pages or search facility - context sensitive help
within transactions and procedures i.e. taken straight to relevant information
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Preparing for Horizon Online™
Comprehensive supporting communications with each branch receiving a
Horizon Online™ Introductory Booklet/Planner and Pack
New Branch Router installed
Migration date communicated to every branch via letter
Branch completes pre migration checklist
Distance Learning Training completed and test taken on Horizon
Software distributed prior to Migration
Fujitsu and Property Projects will complete Health Checks on branches
prior to migration (4 weeks, 1 week and day before)
Some pre-work, AP transaction recovery, Acceptance of Transfers
Schedule of branches driven by Post Office Ltd, nationwide rollout
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A New Horizon...
Show video or check they all have a copy (will be part of the migration pack.
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Branch Migration
DAY OF MIGRATION
Migration support attends to provide Horizon Online training and support
the migration activity
Branch closes to public by 17:30
Migration must have been pressed by 18:30
Balance or stock check is not required
On-screen ‘wizard’ to progress migration
Final Horizon position report printed
Migration process continues over night
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Branch Migration.
DAY 1 OF HORIZON ONLINE
Migration Support attends to support post migration activity and guidance
on UI navigation
Log on and follow on-screen ‘wizard’ to produce Horizon Online™ opening
position report
Check reports tally
Touch the button to complete migration
Set up initial password for users
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Horizon Online™ - Training Ge)
Available for all Horizon Users
Developed with significant user involvement
A variety of training materials
Demo module to provide hands on experience in training
Training to be completed before migration
Distance learning completed/monitored via AP ADC on Horizon
Migration support in every branch on the day of migration & day 1 of
Horizon Online
The scale of the task:
Up to 60,000 Horizon Users (frontline, BDMs, Support functions Head Office Staff etc)
Every branch across the UK
Areal mix of users
Asomething for everyone approach - e-learning, DVD, distance learning workbooks/ quick reference guides and face to face
events
All training products have been thoroughly user tested
All training products will be assessed in the early stages of the pilot and amended accordingly if required
Completion of distance learning will be confirmed on Horizon
The programme will manage an issues and escalation process.
Training approach:
To ensure branch is ready to migrate and the migration process is initiated.
Will deliver training during the afternoon of migration.
Attends the branch the following day up to about mid to late morning - to help complete migration process.
Will be on hand for any queries/ questions and to provide some further training on back office procedures
Training focus...
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UI Structure & navigation
+ Keyboard navigation
+ Logging on and off
+ Stock sales e.g. postage
* Mails
+ Travel
+ Telephony
+ Banking
+ Daily accounting
+ Weekly accounting
st Office” [DateTime]
+ User and stock unit administration
Bureau de Change and Travel Insurance
Bill payment and financial products
Other changes
* Online help
+ Reports
+ Receipts
+ Fallback & recovery
+ Session suspend
*« Session transfer
« New settlement model
In-branch migration activity
* General house keeping
* Preparation
« Press the button
+ Migration wizard
+ Horizon Online — day one
Proposed outline of what we will train users on.
Implications of getting it wrong:
Reluctance of branches to migrate
Reduced operational efficiency
Reduced customer service
Negative impact on sales
Impact on live service, e.g. Help desk
Impact on PO Ltd credibility
Impact on costs for remedial actions
Communications Timeline 1
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Time
Activity
- Advance Notification
to every branch
Internal Comms - Advance Notification Letters
sent to each branch in early November
- 7 weeks
PROG — Issue Schedule and Internal Comms
Team prepare Migration Confirmation Letters
-6 weeks
Internal Comms Team send Migration
Confirmation Letter (c1375 branches per week)
-5 weeks
NBSC call scheduled branches re Migration
Confirmation Letter (c1375 branches per week)
- 5 weeks (Friday)
PROG —send out an agreed schedule for that
week to the business stakeholders & Fujitsu
-4 weeks
PROG — Fujitsu ensure software is downloaded to
branches scheduled before migration
-4 weeks
SWINDON —Send out pack to branches as per
schedule - managed by programme (c1375 a
week)
-3 weeks
NBSC - call branches re: confirm HOL pack
arrived, Router installed/ Date planned, remind
them of training, (C1375 branches per week)
cee cence renee eee
Post Office
[DateTime]
Specific communications (outside of the regular updates, use of Subspace etc.)
Advance Notification Letter likely to be sent with launch booklet to go to every branch except the first 14 Pilot branches
Early notification allows branches to make plans
Regular contact by letter or phone with branch from 6 weeks before migration
Letter will encourage branches to complete distance learning as early as possible; to have attempted AP/ADC test on Horizon 2
weeks before migration date
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Communications Timeline 2
Time Activity
-2 weeks PROG — inform Ref Data team of schedule to enliven
Migration button
-1 week NBSC - call branches (by exception-assumed 30%-
350 per week) to remind them of training and pre-
migration activity
-1 week TRAINING —migration support call branches to
confirm support (c275 calls per day)
- 0 day TRAINING —migration support arrive at branch pm
and supports Branch Migration (c275 branches per
day)
+1 Day TRAINING —Horizon Online go live; Migration Support
attends to support branch for morning (c275
branches per day)
+2 Day NBSC —Provide live support to branches if required
as per BAU process
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To Summarise...
HNG will deliver Horizon Online™ and has been designed to:
« Reduce costs
« Provide improved service resilience
it will...
+ Look and feel very different to Horizon
+ Not radically change transaction processes
+ Deliver an online centralised system
* Built fo run on existing kit in branches
* Deliver a new User Interface
* Be known as ‘Horizon Online™’
¢ There will be no new kit
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Questions
Post Office” {DateTime}
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Admin Guide
WELCOME
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Contents
« Hours
* Travel & Subsistence
« Line management
* Dress Code
* Behaviours
« Scheduling
a
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Contents (Continued)
« Absence reporting
e Pre Migration contact
« Issue management
* Security/Health & Safety
* Feedback
ee
Post Office® [DateTime]
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Questions
ee
Post Office” [DateTime]
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A day in the life
Post Office®
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Introductions
Support for Subpostmasters/officer in charge
Day 1
Outline of the days —
* Confirm purpose of Support attendance.
+ Explain how the afternoon will run.
+ Identify any immediate concerns/ questions around the new system.
« Confirm staff will be released for hands on training.
« Confirm that staff have completed training materials
ee
Po [DateTime]
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Migration process
Overview
* Confirm the migration button is available.
« Ensure all Migration Checklist activities have been completed
« Re-emphasise the need to press the button by 18:30
* Run through migration instructions / demo laptop
« Explain Password rules
« Explain use of delegate manager if required
st O a
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Screen Overview
Front & back office Demonstrations
To provide hands on experience of the new system & to re-emphasise the
key changes likely to impact User performance.
Limited functionality - explain the limitations of the Demo system.
*Explain the key changes in system navigation & use
Re-emphasise key changes
+ Reports, Quantity function, Tabbing vs Enter, Settle, Postcode & House
Number only,
« Use of Cancel — rather than Home
¢ Previous button — to retrace & navigate
+ Reversals.
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Screen Overview
Additionally for Subpostmaster/officer in charge cover the following;
“Setting up users & stock units,
“Passwords,
«Suspense account
*Deleting users
*Dealing with losses and gains
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At close of business
End of day processing
¢ Ensure all activities are completed promptly.
« Ensure that branch is ready to press the button by 18:30 at
the very latest
« Support the Mgr in completing a Cash declaration
« Suspense account
« Sales Report
ee
Post Office® [DateTime]
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Commence migration process
* Ensure that the Migration process is started in time.
* Ensure Closing position report is produced and stored
securely
* Ensure Manager (or delegate mgpr) initial password for HOL
is recorded and kept safely
« Ensure that all kit remains connected and the Processor
unit is left switched on
* Confirm when OK to leave & go home
ee
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Complete the migration process
Day 2
Support the Manager in completing Migration to progress to Horizon
Online
* Manager to Log-On to Horizon Online & complete migration.
« lf Migration has failed — call NBSC to report failure immediately
* Adjust monitor as necessary
« Ensure Opening position report is produced
* Compare reports and ensure Mgr signs the report as no differences.
+ Where there is a difference — call NBSC to report this immediately
« Ensure initial passwords are set up for the for team
+ Provide live support to Users
st O a
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In branch event
Both days...............
Compliance & Conformance
ee
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In branch event
* Cash holding
« Excessive stock holding
« Security
« Mails Integrity
+ Mails Segregation
« Ensure cheques are cleared
+ Travel Insurance transactions
« Use of PiP template
Details to follow.
a
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Questions
ee
Post Office” [DateTime]
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Training Materials &
contents of the migration
pack
Post Office®
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Training materials
¢ Workbooks
*CD-—ROM
* E-learning site
* Quick reference guides
«DVD
« Wall chart
a
Post Office” [DateTime]
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The box...............
Arrival time in branch — Three to four weeks prior to migration
Contents of the box
+ Workbooks
* Quick reference guides
«CD Rom
+» Migration check list
« Migration instructions
+ Special notices
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Questions
a
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The migration process
Post Office®
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Horizon to Horizon Online™
Se
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Migration pre-work
Branches will receive a migration tick list. This will instruct them to:
+ Delete any stock units that are no longer required
+ Delete any users that are no longer required
+ Produce a list of initial Horizon Online Passwords
+ Ensure all memo broadcast messages are read
+ Ensure that any outstanding AP/ banking recoveries are completed
The day of migration
The branch manager will need to ensure the following:
+ The migration button has been enabled on the moming of the migration
+ Someone with Manager access stays up to 1 hour later than normal to initiate
the process
« The mails despatch is cut off and there are no outstanding items not shown on
the report.
+ All counters within the branch are connected to the WAN and are on-line
+ There are no suspended transactions
+ The printer at the counter on which the process will be launched is working
+ The Branch ceases trading by 17:30 at the latest
+ Normal end of day procedures are completed
+ All other users are logged out
+ The migration button is pressed as soon as possible after closing time, but by
18:30 at the latest.
N.B. The migration button is locked for users that do not have Manager access.
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& Preparing Report
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t t
r g
O os :
al Ro O
bee ad
- OTe
6) al Fo 6)
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It can be cancelled though
eo
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a
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eee
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Believe it or not it could go wrong
a
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A
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ogged ©
atio a 3
6 a -
ogged o
O e ANA
a efore re
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a
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Password Problems!
oe
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Horizon Online Password
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What happens ff.....
+ the manager tries to log on to another counter whilst the migration is in
progress?
* anon-manager tries to log in during the migration process or after the
manager has logged out at the end of the migration day?
* a manager logs in after migration has completed locally but has not yet
been confirmed by the end of day harvest?
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DOS \ ?
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The next morning.........
ee
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7 Wed 2s May oe
Username
Password
Agreement
If you proceed further without authority
you will commit a criminal offence for
which you could be prosecuted and/or
disciplined
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Suaneity
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‘Apr 09 12:43 Help
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input your usemame and password then press enter
Username
22 Apr 09 12:43 Help
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‘Mon 22 Apr 08 12:43
Post Mal Heras
Bureau
Previous Login Details MSG10102 Te
Last successful log: 22/04/2009 08:43:34 BST
The number of failed attempts since last log on: 0
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Horizon Home _
Select product or function or navigate to another product screen
using the tabs or token
Total Oue 16 Custome:
Problems!!
Murphy’s law says that what can go wrong will go wrong.
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It means either.............. Ge)
A) a user with manager access has tried to log on to a non-gateway
terminal the morning after migration confirmation and completion and:
1. The counter terminal has not migrated to Horizon Online or;
2. The gateway (and therefore the branch) is still on Horizon
Or:
B) a user without manager access has tried to log on before the manager
has confirmed and completed migration
Touching OK will force log out
The tolerance levels of failed counter terminals to allow migration to Horizon OnlineTM is
1 - 4 Terminals - No Terminal Failures
5- 7Terminals- 1 Terminal can fail
8-10 Terminals - 2 Terminals can fail
11 or more - 3 Terminals can fail
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Questions
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Compliance &
Conformance
Post Office®
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Conformance & Compliance checks
«Branch security
Office opening hours
Mails integrity
«Mails segregation
“Use of PIP template
Use of oral statements re Travel Insurance
*Check user ID's
*Cash/stock and cheque’s on hand
*Reporting/SharePoint
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Branch Security
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When you arrive at the counter you should look at the following;
+ Parcel hatch — is it closed? If no ask them to close it.
* Counter door — is it closed? if no ask them to close it
+ Safe — is it closed? if no ask them to ciose and jock.
+ Are the safe keys in the lock? If yes ask them to lock safe and remove the keys.
Note down any breaches in security on SharePoint
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Office Opening Hours
Prior to your branch visit make a note of what the opening hours should
be.
At the branch compare the advertised hours to the ones you have.
If they are different try to find out when they were changed.
Note the information on SharePoint
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Mails Integrity
Ensure that all mail items are accepted and retained within the secure
area, kept safe until transferred to an authorised postal collector.
For customer convenience some branches leave mails sacks on the
customer side so that customers in a hurry can just drop off their mail. /F
YOU SEE THIS, you must raise it with the team and stop it immediately, all
mail must be retained in the secure area and nowhere else.
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Segregation of mails
«Whenever ist & 2nd class packets are accepted from a customer any
postage stamps affixed to the packets must be cancelled using a date-
stamp. There is no need to cancel Postage Labels.
All 1st and 2nd class packets should be placed into separate grey
mailbags. ist and 2nd class packets should not be mixed together or with
any other mail items.
“All other items (letters, large letters and international items) should be
placed in a separate mail bag as normal. You must ensure this is
happening and if it isn’t raise it with the team, explaining the correct
process and the importance to POL.
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Use Of PIP Template & Travel
Insurance Oral Statements
Ensure that the PIP Template is being used for all Mail that is accepted
across the counter. Try to observe some mails transactions whilst you are
at the branch.
Ensure that when a Travel Insurance policy is being sold the two oral
statements and the important information sheet are used correctly.
lf you do not see either a mails or travel insurance transaction ask to see
the template for mails transactions or the statements, important information
for travel insurance.
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Check all User ID’s
Check all user ID's and delete any that are either non compliant or those
that are redundant.
Check that all users have their own user name on the system and ensure
that it is set up in the correct format, as laid down in the operating
instruction e.g. John Smith should be set up as JSM001 - which is the first
letter of the first name followed by the first two letters of the last name then
001 or 002 etc.
Any found to be incorrectly set up must be deleted and set up correctly.
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Check all User ID’s
There are a couple of exceptions, these are;
In Crown offices the FSS - Financial Services Specialist - could be set up
with a suffix of FSS as opposed to 001, 002 etc, so John Smith would be
JSMFSS.
Some offices that transact Bureau de Change will have a separate
username purely for logging on to the Bureau till/SU. These may be
suffixed with BDC or BUR so John Smith would be seen as either
JSMBUR or JSMBDC or all BDC users could be suffixed with 007 or 009
simply to differentiate between this and their standard counter logon.
These are all acceptable.
Please ensure that you remind offices of password rules particularly
around not sharing passwords with any other colleagues.
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SharePoint
You must ensure that you complete the SharePoint Proforma for each
office you attend. This should be completed within seven days.
You can access the SharePoint site through the link that you will be sent
by E-Mail
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Questions
ee
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Use & Set up of Lap
tops
Post Office®
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Lap tops
* Care of the Lap tops
* Security — asset management
* Switching them on!!
¢ Shutting them down
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Dell laptops
«Touch screen tablet PC
“Unsupported by the business (Systemline)
eLimited support from the programme/supplier
«Locked down build — limited changes
Two user accounts ~
—Admin (password protected)
—Training
«Windows Vista operating system
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Questions
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Horizon Online Demo
Programme (PT1)
Post Office®
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Q&A and Close
Post Office®