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Operational Business Change Horizon Operating Instructions
Foreword
1. FOREWORD
As Horizon rolls out across the network it will make new
demands of all of us. In particular, it will become even more
vital that changes which affect post offices are effectively
managed and recorded. Without this, there is a serious risk
that we will compromise the service available from the
automated platform, in turn creating problems for customer
service, losing sales and - potentially - adversely affecting
our clients.
In order to ensure that these problems do not occur we have
to put in place formal controls and procedures across the
business as a whole and in our contract with ICL Pathway.
This will enable us to operate the system in the most
effective way.
This operating instructions booklet explains the purpose of
Operational Business Change and the implications of it for
some of our day to day activities. The instructions - which
are mandatory - also give details of when and how you will
need to apply the new procedures.
Effective application of these new procedures and controls
will allow us all to act consistently and to manage the
impact of Horizons costs. It is vital to the business that we
ensure that they are applied every time for every change.
Your support for this is essential - so please take the time to
ensure that you understand these procedures - and how
they affect your work area.
Jonathan Evans
Network Director
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CONTENTS
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Operational Business Change Horizon Operating Instructions
Contents
2. CONTENTS
1. FOREWORD 1
2. CONTENTS "
3. INTRODUCTION
What do we mean by ‘operational business change”
Why do we need to do this?......
Purpose of these Instructions.
Structure of the Instructions .
About these Instructions ....
Review .....
Glossary of Abbreviations...
Glossary of POCL Forms
4. INDEX OF CHANGE TYPES 4-1
ALERT PROCEDURES - GENERAL 5-1
General... 1
Definitions......
Time scales ...
Who is involved.
Outlet informatior
Recording and Monitoring Unplanned Network Change Details ....
6. ALERT PROCEDURES - DELAYED OPENING 6—1
Notifying the Region...
Notifying ICL Pathway
Notifying Customers ....
7. ALERT PROCEDURES - SHORT TERM UNPLANNED CLOSURE 7—1
Notifying the Region...
Selecting the alternative nominated outlet......
Notifying Customers .
Notifying ICL Pathway
ICL Pathway Activities for Short Term closure...
Temporary Removal of Horizon equipment......
Business-As-Usual Procedures.......
Notifying the Benefits Agency (BA) ..
Reference Data
Reassessment of the Closure Status
Re-Opening the Outlet
Closing the Call
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Contents
8. ALERT PROCEDURES - LONG TERM UNPLANNED CLOSURE 8—1
Notifying the Region...
Horizon Equipment Risk Assessment...
Selecting the alternative nominated outlet......
impact Assessment and Temporary Outlets
Notifying Customers ..
Notifying ICL Pathway
ICL Pathway Activities for Long term closure......
Temporary Removal of Horizon equipment......
Business-As-Usual Procedures...
Notifying the Benefits Agency (BA)
Reference Data...
Reassessment of the Closure Status
Permanent Closure of an Outlet...
Re-Opening the Outlet
Closing the Call
9. ADVANCE PROCEDURES OUTLINE 9-1
Closures arising from Alert closures.......
New Outlet - Informing the Business Centres
Summary of Regional Change Activities ....
10. MANAGING THE CHANGE 10—1
A Roles and Documentation 10-1
Who is involved?..
Types of change informatio:
Authorisation and Validation of Change Information
The Horizon Network Change Advice Documents (OBC20 and OBC21)......... 10—4
Summary of Horizon Documentation.
B. Completion of the Network Change Advice
Notes to assist completion of the Network Change Advice forms.
The ICL Pathway Network Change Advice document - OBC20.
Managing volumes of change using the Network Change Advice Forms..
on Notifying ICL Pathway
Notification Requirements for ICL Pathway
Sending the Network Change Information to ICL Pathway...
ICL Pathway Documentation...
D. Sign - Off
Notifying the Network Change Authoriser of Completion
The Certificate of Change Completion
ICL Pathway Sign Off Process...
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Operational Business Change Horizon Operating Instructions
Contents
E. General 10—17
Co-ordination of Downstream Activities... 10-17
ICL Pathway Responsibilities
11. CHANGE AND THE REFERENCE DATA SYSTEM 11-1
What is Reference Datai?....
Overview...
OBC and Reference Data Links...
12. RELATED ACTIVITIES
Notifying ICL Pathway of Planned Volumes of Change .....
Other Regional Change Activities ....
Selecting the alternative nominated outlet
13. ADMINISTRATION 13-1
A. Procedure Change Process 13-1
Introduction
Procedure...
B. Incident Management 13—3
Introduction ..
Terminology...
On-site Installation Incidents
Incident log...
Problem Management...
14, APPENDICES 14-0
A. Using the Horizon Call Authentication Matrix 14-1
B. Recording & Monitoring (Alert) 14-3
Outline process chart 14-5
D. ICL Pathway network change advice form - OBC20 14-6
E ICL Pathway additional information - OBC 21 14—8
FL Reference Data Receipt and Verification form -OBC24 14—9
G. Reference Data OBC22 form 14-10
H. Transmission Note 14-12
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Operational Business Change Horizon Operating Instructions
Introduction
3. __ INTRODUCTION
What do we mean by ‘operational business
change’?
It refers to the alteration of, or an addition to, existing products or
services or to changes to outlet information. These instructions contain
a specific list of outlet related changes but, broadly they will include
such changes as the following:
C1 changes to products or services, from a change to the price of a
stamp to adding a new product to the system
1 changes to outlets, which can range from an alteration to the
number of counter positions to introducing a new post office
Why do we need to do this?
There are a number of areas that we need to manage in a different way
now that we have an automated system on the counter. If a change
affects equipment on the counter, or the way that it is used, then we
have to give ICL Pathway adequate notice.
More than ever before we need to consistently manage all business
activities. In order to do this we need to have a robust change control
process to control the impact of change on our business.
Purpose of these Instructions
These instructions are designed to help you identify which changes
need specific action and what to do about a change. The target is to
ensure that the same types of change are recorded consistently across
the business.
Structure of the Instructions
This section of the instructions gives an overview of the need for
controlling change information. The following sections are
OQ Acombined index and list of the types of changes covered by these
instructions.
1 The instructions on how to make a change happen - including what
authorisations are required (if any) and how soon changes should
be notified.
About these Instructions
These instructions describe the procedures for delivering information to
ICL Pathway about changes to our outlets. They are of three distinct
Kinds:
1 Alert procedures - Emergency procedures to notify ICL Pathway of a
problem and enable them to deal effectively with it.
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1 Advance procedures - Procedures to inform ICL Pathway in advance of
a change that will cause them work and enable them to deliver the
required change.
© Reference data procedures - Procedures currently in place that deliver
changes of reference data to ICL Pathway.
The instructions that follow are divided up accordingly
Review
These instructions and procedures will be reviewed and amended in the
light of working experience. The review methodology is outlined in the
Administration section at the end of these instructions.
Glossary of Abbreviations
BA Benefits Agency
BI British Telecom
CCN Change Control Number
CRA ICL Pathway Change Request Acknowledgement
CRN Call Reference Number
HSH Horizon System Helpdesk
HO Head Office
HORN Head of Retail Network
NCA Network Change Authoriser
OBC Operational Business Change
PMMC Postmaster Memory Card.
PIN Personal Identification Number
POCL Post Office Counters Ltd
RDS Reference Data System (POCL Database)
RDMC Reference Data Management Centre (ICL Pathway
database)
RLM Regional Liaison Manager
RNM Retail Network Manager
WT Pic Workplace Technologies Plc
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Glossary of Definitions
Call Reference Unique reference number issued by the Horizon
Number System Helpdesk for each reported unplanned outlet
closure
CAPS Business I Benefits Agency team who must be informed when
Support either planned or unplanned Network changes occur
Change Control I Unique reference number issued by the NCA for each
Number Advance change
Data Change Reference Data document. Indicates which items of
Catalogue reference data need to be changed for each Advance
change type
Horizon Call ICL Pathway document held by regions and
Authentication I referenced by the Regional Helpline when reporting
Matrix an unplanned outlet closure (Alert).
Horizon System I ICL Pathway section which deals with all technical
Helpdesk and operational calls related to unplanned outlet
closures
HO Network The team which advises and co-ordinates any large
Team scale planned network change with the ICL Pathway
Customer Services Team.
Network Single point of contact within each Region who
Change communicates advance change information to ICL
Authoriser Pathway
Network Any nominated regional staff member who helps the
Change NCA to liaise with ICL Pathway for the more
Originator complex advance changes e.g. relocations
HO Network The team within POCL who are responsible for the
Procedure management of network procedures. This team
Management require notification of any planned new ‘greenfield’
Team outlets via an OBC20 form
Pathway ICL Pathway section who must be informed of
Customer Advance network change via OBC20 and OBC21
Services documents
Procedure This covers those procedures that are managed by the
documentation I network procedure management teams
Procedure Any member of POCL who is registered as holding a
holder copy of the procedure documentation
Procedure These are the latest versions of the network
master files documentation managed by the network procedure
management teams
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Operational Business Change
Horizon Operating Instructions
Introduction
Procedure This is the person within POCL who owns and takes
owner responsibility for procedure documentation
Reference Data I Regional teams who manage the processing of
Teams reference data. Receive Reference Data System
changes from the NCA via the OBC22
Version control
database
This system contains:
© The version number and date of issued procedure
documentation.
OG Names of registered holders of procedure
documentation.
O Acknowledgement from registered holders that
they have received new procedure
documentation.
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Operational Business Change Horizon Operating Instructions
Introduction
Glossary of POCL Forms
OBC20 ICL Pathway Network Change Advice Form.
Electronic document completed and forwarded to
ICL Pathway by the NCA via e-mail
OBC21 ICL Pathway Network Change Additional Advice
Form. Electronic document completed and forwarded
to Pathway by the NCA via e-mail
OBC22 Reference Data Form. Electronic document completed
by the NCA and forwarded to regional reference data
teams notifying them of changes to the RDS
OBC23 OBC Network Change Register. Regional form
summarising all advance changes and recording the
CCNs allocated. Completed by the NCA and
forwarded to the Procedure Management Team.
monthly via e-mail.
OBC24. POCL Reference Data Receipt and Verification.
Confirms to Pathway RDMC that data changes
recorded on the RDMC are accepted or rejected.
Completed by the NCA and forwarded to Pathway
RDMC via e-mail.
OBC40 Procedure Revision Form. Completed by the
Procedure Management Team for endorsement by the
procedure holder on receipt of new version of
documentation.
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INDEX OF CHANGE TYPES
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Operational Business Change
Horizon Operating Instructions
Index
4. __ INDEX OF CHANGE TYPES
Category
Types of Change
Procedure Type
Regional or
Business
Organisation
Planned Closures
Change to Head of Retail Network (HORN)
Change to Retail Network Manager (RNM)
Change to Retail Network Manager Cluster
Boundary changes
Change to Language Indicator (Welsh,
English)
I Change in organisational structure e.g. Region
Reference Data
Planned permanent closure of an outlet
Planned closure of outlet - temporary fixed
site
Planned closure of outlet - mobile
H Planned closure of outlet - seasonal
I Planned temporary closure of an outlet
Advance
i Unplanned
i Closures
I Unplanned closures of less than I day
Unplanned short term closure (1 day - 3 days)
Unplanned long term closure (4 days or more)
Alert
Planned Openings
Opening a new outlet - permanent
Opening a temporary outlet
Opening a new outlet - mobile
Opening a seasonal outlet
Advance
Relocations
Conversions
Permanent relocation of outlet to another site
Temporary relocation of outlet to another site
Advance
Conversions
Advance
Address, FAD or
Telephone
FAD code change
Telephone number, address or postcode
changes
Advance
Reference Data
Horizon
Configuration
Horizon equipment configuration change
Relocation of Horizon equipment within an
Outlet (including refurbishments)
Advance
Outlet Detail
Change to hours of business
Change of ownership - multiple ownership
Change to outlet type (Cash Account type,
London, Provincial etc.)
Reference Data
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ALERT PROCEDURES
GENERAL
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Operational Business Change Horizon Operating Instructions
Alert Procedures - General
5. ALERT PROCEDURES - GENERAL
General
Alert procedures are defined as procedures to notify ICL Pathway of an
(==) unplanned problem and enable them to deal effectively with it.
In the case of outlets this means unplanned events that fall into two
categories. (See outline graphic on the left)
© Delayed opening or closures of less than one days duration
eustomers I I Standard
Be
Regional Unplanned (emergency) closures
Unplanned (emergency) closures, in broad terms, fall into two categories,
short term and long term, and are defined below.
Other unplanned events, such as equipment failures and damaged or
stolen equipment are covered in the Horizon Counter Operating
(=a) Instructions.
Definitions
Delayed opening and temporary closure of less than one day
These are when the outlet fails to open at the normal time but the Postmaster expects
to be able to provide a normal service on the same day or when an outlet closes for a
few hours during the day. Examples are staff absences, local access restrictions, safe
clock incorrectly set, power failures, illness. ICL Pathway do not require notification of
outlet closures of less than one day.
Short term closure
These are when a closure is for one day to three working days. Short term closures will
typically be due to emergency situations, e.g. audit closure, safe failure, minor office
damage.
POCL must request ICL Pathway to invoke procedures to suspend the foreign
encashment counts for customers who would normally use the outlet.
Long term closure
These are when a closure is for four or more working days. Such closures result from
more serious circumstances in the outlet, e.g. bereavement, a major fire, flooding or
other environmental problems.
POCL must request that ICL Pathway transfer benefit encashment and payments to
an alternative nominated outlet. Customers must be directed to this outlet.
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Alert Procedures - General
Time scales
Whilst the time definitions for short and long term closure dictate the
correct response they must also be sufficiently flexible to reflect the
operational needs. Accordingly short term procedures should remain in
place until formally reassessed and ICL Pathway notified. Any necessary
flexibility required in defining the closure period will need to be fully
discussed between the Regional Helpline and the HSH.
Who is involved
The main drivers and managers of unplanned emergency changes in the
Regions are the Postmasters, Regional Helplines and Retail Network
Managers (RNMs).
Postmasters and RNMs will provide the ‘on the ground’ operational
assessment necessary to both report and then evaluate, where
appropriate, the status of a closure.
The RNM and the retail line generally will be responsible for providing
1 an impact assessment where long term closures occur and for ensuring
I the Regional Helpline are updated with the circumstances affecting the
duration of closures.
The Regional Helpline The Regional Helpline will be solely responsible for informing Pathway
will be solely when an outlet closes and reopens and of circumstances affecting the
responsible for closure. It will also be responsible for informing other involved sections
informing... within the regional office of the closure as well as clients and external
customers as appropriate.
The Regional Liaison Manager (RLM) should be informed of all
emergency closures. The appropriate local procedures and
responsibilities will apply.
Outlet information
The Horizon User Guide outlines the responsibilities and actions the
Postmaster should undertake in the event of emergency unplanned
closures.
Recording and Monitoring Unplanned Network
Change Details
Reference is made in these procedures to the local maintaining of closure
records. To ensure this information is consistent the Remedy System will
be used by all regions.
Note : Details of the information which must be recorded are
provided at Appendix B.
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ALERT PROCEDURES
DELAYED OPENING
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Operational Business Change Horizon Operating Instructions
Short Term Unplanned Closure Procedures
6. ALERT PROCEDURES - DELAYED OPENING
Notifying the Region
The Postmaster or RNM must notify the Regional Helpline where cases
of delayed opening and temporary closures of less than one day occur.
The Postmaster should be confident the outlet will re-open during the
same day. The Regional Helpline should note the closure but take no
further action.
Notifying ICL Pathway
Where an outlet has a delayed opening or closure of less than one day
the ICL Pathway Horizon System Helpdesk does not require
notification.
Note : Where a closure of less than one day is anticipated but it
then transpires that the closure will extend to over one
day the Regional Helpline must be informed and the
Horizon System Helpdesk notified during the first day of
closure.
Notifying Customers
The Postmaster is responsible for notifying the customers of:
G1 The reason for the delayed opening and when service is expected to
Open be resumed.
Soon C1 Any extension to the closure period, especially if different benefit
encashment rules will apply.
It is the responsibility of the Postmaster or RNM to notify the Regional
Helpline should the delay be prolonged or if any complications arise
which have an impact on the duration of the closure.
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DURES
SHORT TERM
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Operational Business Change Horizon Operating Instructions
Short Term Unplanned Closure Procedures
7. ALERT PROCEDURES - SHORT TERM UNPLANNED CLOSURE
Notifying the Region
The Postmaster or RNM must notify the Regional Helpline in all
instances of emergency closure.
Note: If the Postmaster has informed the RNM of the closure and
not the Regional Helpline the RNM must notify the
Regional Helpline immediately.
The Postmaster or RNM should provide the Regional Helpline with the
following details:
© Outlet name, address and FAD code (7 digit)
0 The reason for the closure and the estimated date and time for re-
opening.
G1 The state of the Horizon kit and cabling. The Postmaster or RNM.
should report if the equipment is either damaged or not secure.
Selecting the alternative nominated outlet
With short term closures it will be necessary to inform the Horizon
System Helpdesk of an alternative nominated outlet. The established
procedures in each Region to select an alternative nominated outlet
should be used.
The Regional Helpline must also notify the Benefits Agency. See the
appropriate section below.
Notifying Customers
The Postmaster or RNM is responsible for notifying the customers of:
1 The reason for the closure and when service is expected to be
resumed.
OG The alternative nominated outlet and the appropriate benefit
encashment rules that apply. These can be found in the Horizon
User Guide.
Payment arrangements for short term closure will remain in force until
either the outlet re-opens or POCL has re-assessed and changed the
closure status and the Horizon System Helpdesk notified accordingly.
Notifying ICL Pathway
The Regional Helpline will be solely responsible for informing the
Horizon System Helpdesk on behalf of the region of any unplanned.
outlet closures.
The Regional Helpline will also liaise where necessary with ICL
Pathway for the duration of a closure and manage the timeliness and
accuracy of the information provided.
The National Horizon System Helpdesk number is
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Short Term Unplanned Closure Procedures
The Regional Helpline will notify the Horizon System Helpdesk of the
closure by telephone.
This number will be used for notifying ICL Pathway of all outlet
closures, reassessments of closures and when outlets re-open.
The Horizon System Helpdesk will require specific information about
the outlet and conduct a question and answer dialogue. Details required
are:
Outlet FAD Code (7 digit)
Callers name and telephone number
Name of Postmaster
a
a
a
© Outlet telephone number
Password from the matrix
Description of the problem
C1 Type of closure and the estimated duration of the closure
a
The state of the Horizon equipment and cabling - does the
Horizon equipment need removing from on-site?
Q
Time and date of the closure
G Name and FAD code of the alternative nominated outlet
The Call Reference Number (CRN)
The Horizon System Helpdesk will allocate a Call Reference Number
(CRN) against each closure. The Call Reference Number will be unique.
It will be in the format of E-yymmdd9999 where 9999 is the individual
reference number , i.e. E-9805230001.
The Call Reference Number must be used during all further
communications with the Horizon System Helpdesk regarding that
closure. However when the Regional Helpline notify the Horizon
System Helpdesk of the reopening date a new Call Reference Number
will be allocated against the reopening.
Note: The CRN will be retained should a closure be subsequently
re-assessed from short to long term.
The Regional Helpline will need to record the date, Call Reference
Number(s), outlet details, closure status, and whether the Horizon
equipment is on site or is to be moved off site.
Call Authentication
To ensure closure information passed to the Horizon System Helpdesk
is authorised and from a recognised source an Horizon Call
Authentication Matrix will be used.
ICL Pathway will issue each Regional Helpline with a matrix.
The Horizon System Helpdesk will request selected details from this
matrix during the question and answer dialogue.
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Operational Business Change Horizon Operating Instructions
Short Term Unplanned Closure Procedures
The matrix will be used in all telephone communications between the
Regional Helpline and Horizon System Helpdesk regarding the closure
and re-opening of an outlet.
Note : An example of the matrix and how it operates is provided
at Appendix A
ICL Pathway Activities for Short Term closure
The Horizon System Helpdesk will only activate the short term
procedures when notification has been received from the Regional
Helpline.
Activities include:
© Suspension of foreign encashment count
© Cancellation of booked ICL Pathway engineering visits
The Horizon System Helpdesk will notify the Regional Helpline of any
ICL Pathway issues affecting the closure or re-opening of the outlet.
Temporary Removal of Horizon equipment
If Horizon equipment needs to be temporarily removed from the outlet
by Pathway engineers, the RNM should confirm its removal to the
Regional Helpline. The Horizon System Helpdesk will contact the outlet
to confirm an appointment time and date for the engineer.
The Regional Helpline should record all movements of Horizon
equipment on their local records. Due to the timescales involved for
removing and re-installing Horizon equipment it is unlikely this option
will occur with a short term closure.
Oo Business-As-Usual Procedures
The appropriate regional teams should ensure that all relevant business-
as-usual procedures are activated and any other Horizon related
procedures are undertaken.
Don’t forget
your normal
procedures
Notifying the Benefits Agency (BA)
Essential The Regional Helpline will notify CAPS Business Support Team of the
fl Essential I closure and provide the required details on the outlet including the
duration of the closure.
Reference Data
There are established procedures held in each region that apply to
unplanned closures and how they are managed by the Reference Data
System.
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Short Term Unplanned Closure Procedures
Reassessment of the Closure Status
The duration of many emergency closures will be for a specific time,
...€ reassessment must known at the time of closure, and will fall into either the short or long
be undertaken... term categories.
Should circumstances at the outlet change then the Postmaster or RNM.
must provide an explanation of the new circumstances affecting the
closure and a re-estimation of the intended opening date. The Regional
Helpline must be notified accordingly.
If the circumstances result in the closure period being extended a
reassessment must be undertaken. This will generally be carried out by
the outlets RNM and, where appropriate, the retail line.
Note There needs to be an element of flexibility in some cases,
where a short term unplanned closure may need to be
temporarily extended. The Regional Helpline should liaise
with the Horizon System Helpdesk when these
circumstances occur.
Short term closure to long term closure
The Regional Helpline must always inform the Horizon System
Helpdesk when a reassessment to long term closure occurs to ensure the
correct benefit encashment arrangements are initiated by ICL Pathway.
The Regional Helpline must notify the Horizon System Helpdesk using
the National Horizon System Helpdesk number provided.
See Long Term Unplanned Closure procedure.
In the event of a short term unplanned closure being upgraded to long
term the Postmaster or RNM is responsible for notifying customers.
Any notification must include:
0 The relevant benefit encashment rules.
© Confirmation of the alternative nominated outlet for payment and
collection of re-issued benefit cards.
Re-Opening the Outlet
As soon as it is known when the outlet is due to reopen the Postmaster
or RNM must notify the Regional Helpline of the specific time and date.
Notifying ICL Pathway of the Re-opening
The Regional Helpline will notify the Horizon System Helpdesk by
telephone when the outlet is due to re-open. This will to enable ICL
Pathway to revoke the short-term unplanned procedures for the outlet.
The Horizon System Helpdesk will require the following details:
GV The Call Reference Number allocated from the closure
Outlet FAD Code (7 digit)
Callers name and telephone number
Name of Postmaster
oaaa
Outlet telephone number
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Short Term Unplanned Closure Procedures
Password from the matrix
O Confirmation of the status of the Horizon equipment i.e. is it
on site and fully functional
Date and time of the re-opening
O Name and FAD code of the alternative nominated outlet
allocated for the closure
The Horizon System Helpdesk will be requested to revoke the short
term unplanned procedures for the outlet.
The Horizon System Helpdesk will allocate a new Call Reference
Number against the reopening. This second Call Reference Number
must be recorded.
Business-As-Usual Procedures
e) The Regional Helpline should ensure all relevant business as usual
procedures are activated and that any other Horizon related procedures
are undertaken appropriate to the re-opening of the outlet.
Don’t forget
your normal
procedures
The CAPS Business Support team must be notified of the reopening
details.
Notifying Customers of the Re-opening
Open
Seon The Postmaster or RNM is responsible for notifying the customers of
the re-opening date and time.
Closing the Call
Once the outlet has re-opened, the Regional Helpline will close the call
and record the details on their local records.
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Operational Business Change Horizon Operating Instructions
Long Term Unplanned Closure
8. _ ALERT PROCEDURES - LONG TERM UNPLANNED CLOSURE
Notifying the Region
The Postmaster or RNM must notify the Regional Helpline in all
instances of long term unplanned closure.
Note: If the Postmaster has informed the RNM of the closure and
not the Regional Helpline the RNM must notify the
Regional Helpline immediately.
The Postmaster or RNM should provide the Regional Helpline with the
following details:
O Outlet name, address and FAD code (7 digit)
© The reason for the closure and the estimated time and date of re-
opening.
1 The state of the Horizon kit and cabling. The Postmaster or RNM.
should report if the equipment is either damaged or not secure.
Where necessary the Regional Helpline should obtain more
information from the Postmaster or RNM as to the nature of the
problem and in particular confirm the duration of the closure.
If there is doubt over the estimated duration of closure or the status of
the Horizon equipment the RNM should, where possible, be requested
to provide a second opinion.
Where it is not possible to clearly identify when the outlet will re-open, but it could
re-open within a few days, the closure should initially be defined as short term.
(The status can then be revised to long term and Pathway advised accordingly if
this becomes necessary.)
If it is clear a closure will be long term the appropriate procedures should
be initiated immediately.
The Regional Helpline will acknowledge the closure status of the outlet
with the Postmaster or RNM.
Horizon Equipment Risk Assessment
The Regional Helpline will have ascertained from the Postmaster if the
Horizon equipment is secure or is under threat of damage. If itis at risk
ICL Pathway will need to be informed and arrangements made for the
equipment to be temporarily removed. This information will be
included in the telephone notification to the Horizon System Helpdesk.
Selecting the alternative nominated outlet
With long term unplanned closures it will be necessary to direct
customers to an alternative outlet for benefit payment and collection of I
benefit cards. The established procedures in each region to select an
alternative nominated outlet for benefit encashment should be used.
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The selected outlet must be notified of the closure and expected increase
in business volumes. The details of the alternative outlet must be
provided to the Postmaster or RNM of the closed outlet. The Regional
Helpline must also notify both the Horizon System Helpdesk and the
Benefits Agency. See appropriate sections below.
Impact Assessment and Temporary Outlets
Where an outlet is closed for 4 days or more the Retail Network
Manager and the retail line should conduct an impact assessment on the
closure.
In some circumstances it may be decided to provide a temporary mobile
outlet for the duration of the closure. Liaison must be maintained with
the regional team managing the opening of the temporary outlet. The
team managing the opening of the temporary outlet will then activate
the relevant set of Advance procedures.
See Horizon Advance procedures.
Notifying Customers
The Postmaster or RNM is responsible for notifying the customers of:
C1 The reason for the closure and when service is expected to be
resumed.
Go 0 The alternative nominated outlet for payment, the appropriate
benefit encashment rules and the card collection arrangements that
Saneans apply to the long term closure. These can be found in the Horizon
User Guide.
To
Payment arrangements for long term unplanned closure remain in force
until either the office re-opens or the outlet is permanently closed and
the Horizon System Helpdesk is notified accordingly.
Notifying ICL Pathway
The Regional Helpline will be solely responsible for informing the
Horizon System Helpdesk on behalf of the region of any unplanned
outlet closures. It will also liaise where necessary with ICL Pathway for
the duration of a closure and manage the timeliness and accuracy of the
information provided.
The Regional Helpline will notify the Horizon System Helpdesk of the
closure by telephone.
The National Horizon System Helpdesk number is
This number will be used for notifying ICL Pathway of all outlet
closures, reassessments of closures and when outlets re-open.
The Horizon System Helpdesk will be advised to invoke the long term
unplanned closure procedures for the outlet.
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The Horizon System Helpdesk will require specific information about
the outlet and conduct a question and answer dialogue. Details required
are:
Outlet FAD Code (7 digit)
Callers name and telephone number
Name of Postmaster
Outlet telephone number
Password from the matrix
Description of the problem
Type of closure and the estimated duration of the closure
999700040
The state of the Horizon equipment and cabling - does the
Horizon equipment need removing from on-site?
Time and date of the closure
a
G Name and FAD code of the alternative nominated outlet
G The Call Reference Number, if being upgraded from short
term to long term unplanned closure
The Call Reference Number (CRN)
Horizon System Helpdesk will allocate a Call Reference Number against
each closure.
Each Call Reference Number will be unique and will be used by POCL
and ICL Pathway to identify and monitor the closure. It will be in the
format of E-yymmdd9999 where 9999 is the individual reference
number , i.e, E-9805230001 etc.
The Call Reference Number allocated should be used in all further
communications with the Horizon System Helpdesk regarding the
closure. However when the Regional Helpline notify the Horizon
System Helpdesk of the reopening date a new Call Reference Number
will be allocated against the reopening.
Note: If an outlet has already been notified to ICL Pathway as a
short term unplanned closure and is then reassessed as
long term the outlet will retain its original Call Reference
Number
The Regional Helpline will record the date, Call Reference Number(s),
outlet details, closure status, and whether the Horizon equipment is on
site or is to be moved off site.
\ Call Authentication
To ensure closure information passed to the Horizon System Helpdesk
is authorised and from a recognised source a Horizon Call
Authentication Matrix will be used.
ICL Pathway will issue each Regional Helpline with a matrix.
I
I
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The Horizon System Helpdesk will request selected details from this
I
I
I
Long Term Unplanned Closure I
I
matrix during the question and answer dialogue. I
The Horizon Call Authentication Matrix will be used in all telephone
communications between the Regional Helpline and Horizon System
Helpdesk regarding the closure and re-opening of an outlet.
Note : An example of the matrix and how it operates is provided
at Appendix A
ICL Pathway Activities for Long term closure
The Horizon System Helpdesk will only activate the long term
unplanned procedures when notification has been received from the
Regional Helpline.
Activities include:
1 Re-issue of benefit cards and directing payments to the POCL
nominated alternative outlet.
1 Ifappropriate ICL Pathway engineers will be instructed to remove
Horizon equipment from the outlet.
Cancellation of booked Pathway engineering visits
The Horizon System Helpdesk will notify the Regional Helpline of any
ICL Pathway issues affecting the closure or re-opening of the outlet.
Temporary Removal of Horizon equipment
If Horizon equipment needs to be temporarily removed from the outlet
by Pathway engineers, the RNM should confirm its removal to the
Regional Helpline. The Horizon System Helpdesk will contact the outlet
to confirm an appointment time and date for the engineer.
The Regional Helpline should record all movements of Horizon
equipment on their local records.
on Business-As-Usual Procedures
The Regional Helpline should ensure all relevant business-as-usual
procedures are activated and any other Horizon related procedures are
undertaken.
Don’t forget
your normal
procedures
Notifying the Benefits Agency (BA)
The Regional Helpline will notify CAPS Business Support Team of the
closure and provide the required details on the outlet including the
duration of the closure.
Reference Data
There are established procedures held in each region that apply to
unplanned closures and how they are managed by the Reference Data
System.
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Reassessment of the Closure Status
With some long term unplanned closures it may not be possible to
establish a clear re-opening date or circumstances may result in the
closure period being extended.
The RNM and the retail line should monitor the closure and where
necessary undertake a reassessment of the closure. Any reassessment
resulting in a change to the forecast re-opening date should be
communicated to the Regional Helpline.
Extension to closure period
The Regional Helpline must always inform the Horizon System
Helpdesk when changes to the forecast re-opening dates occur to
ensure the correct benefit encashment arrangements are maintained by
ICL Pathway.
It is the responsibility of the Postmaster and RNM to contact the
Regional Helpline as soon as it is known that the closure period is to be
extended. The Postmaster or RNM must provide an explanation of the
new circumstances affecting the closure and a re-estimation of the
intended opening date.
Liaison should be maintained with the alternative nominated outlet
whenever a closure period is extended to ensure that the outlet is ready
and able to take on the additional benefit encashment work.
Check Step
Where a re-open date is unknown and the outlet has been closed for 7
days, a ‘check step’ review of the closure will be undertaken. The
Regional Helpline will contact the Horizon System Helpdesk with an
update on the closure and provide the latest estimated re-opening date
for the outlet. The Horizon System Helpdesk will then assess any
Horizon equipment issues.
Should the closure continue the Horizon System Helpdesk must be
informed when any new information is available, until the outlet either
re-openss or closes permanently.
Permanent Closure of an Outlet
Instances will occur where an outlet has been closed for a considerable
length of time and it is decided to close the outlet permanently.
All business-as-usual notifications have to be made together with
confirmation to customers of their alternative nominated outlet for
payment and collection of benefit cards.
The Regional Helpline will notify the Horizon System Helpdesk by
telephone of the intended permanent closure providing the following
details:
C1 The Call Reference Number allocated from the closure
G Outlet FAD Code (7 digit)
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Callers name and telephone number
Name of Postmaster
Outlet telephone number
Password from the matrix
Confirmation of the name and FAD code of the alternative
nominated outlet allocated for the closure
gQgoagaga
a
Confirmation that the outlet is to be permanently closed
a
Confirmation on the status of the Horizon equipment. If the
Horizon equipment is on site it will need to be removed by ICL
Pathway engineers. The ISDN line will also be removed.
The Regional Helpline must inform the Horizon System Helpdesk that
the Horizon Advance Procedures will be used to manage the closure
and close the call.
The Horizon System Helpdesk will allocate a second Call Reference
Number on closing the call. This second Call Reference Number should
be recorded.
All permanent closures of outlets are covered by
the Horizon Advance procedures.
The Regional Helpline will pass the outlet details (together with the
original Call Reference Number) to the Regional staff managing the
closure. The team managing the permanent closure will activate the
relevant set of Advance Procedures with ICL Pathway Customer
Services.
See Horizon Advance Procedures.
Re-Opening the Outlet
As soon as it is known when the outlet is due to reopen the Postmaster
or RNM must notify the Regional Helpline of the specific time and date.
The Postmaster or RNM will liaise with the alternative nominated
outlet.
Notifying ICL Pathway of the Re-opening.
The Regional Helpline will notify the Horizon System Helpdesk by
telephone when the outlet is due to re-open. This will to enable ICL
Pathway to revoke the long-term unplanned procedures for the outlet.
The Horizon System Helpdesk will require the following details:
The Call Reference Number allocated from the closure
Outlet FAD Code (7 digit)
Callers name and telephone number
Name of Postmaster
Outlet telephone number
goagdngudcaud
Password from the matrix
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QO Confirmation the status of the Horizon equipment i.e. is it on site
and fully functional
Date and time of the re-opening
G Name and FAD code of the alternative nominated outlet allocated
for the closure
The Horizon System Helpdesk will be requested to revoke the long term
unplanned procedures for the outlet.
If the equipment has been removed from the outlet ICL Pathway
engineers will be required to re-install the equipment. The Horizon
System Helpdesk will contact the outlet to confirm an appointment time
and date for the engineer.
The Horizon System Helpdesk will allocate a new Call Reference
Number against the reopening. This second Call Reference Number
should be recorded.
oO Business-As-Usual Procedures
O The Regional Helpline should ensure all relevant business-as-usual
procedures are activated and that any other Horizon related procedures
Don’t forget are undertaken appropriate to the re-opening of the outlet.
your normal
procedures
The CAPS Business Support team must be notified of the re-opening
details.
Notifying Customers of the Re-opening
The Postmaster or RNM is responsible for notifying customers of the re-
opening date and time.
Closing the Call
Once the outlet has re-opened, the Regional Helpline will close the call
and record the details on their local records.
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OUTLINE
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9. ADVANCE PROCEDURES OUTLINE
nose Dea Avance
~ oe
acs
Valea data Asan
Data
Regions Dats Validate:
Input aa =
General
The Horizon Advance procedures are designed to deliver advance
notification to ICL Pathway of intended network changes and will
enable these changes to take place in the Horizon environment.
These procedures will supplement the business-as-usual procedures
already in operation in each region to deliver network change. Their
purpose is to indicate when and how ICL Pathway need to be informed.
Regional practice often varies firstly in the team that carries out the
activities and secondly in how the change is managed.
The Horizon advance procedures outlined below are mandatory.
A process chart illustrating the main activities for managing Advance
network changes is provided at appendix C
Definitions
Advance procedures are defined as planned changes to the network.
They can be broadly characterised as having:
+ long lead in times
# acomplex series of processes
project management and co-ordination in the region
¢# aneed to remove or install equipment.
Advance procedures cover a specific pre-defined set of change types. A
description and definition of these change types is provided in the
index.
They are distinct from the procedures covering unplanned closures of
outlets.
Closures arising from Alert closures
A permanent closure of an outlet may occur from an unplanned closure.
The original closure of the outlet will be managed by the Alert
procedures.
Once the decision has been made to permanently close the outlet the
management of that closure will be via the advance procedures.
The Regional Helpline will inform the Network Change Authoriser of
the outlet details, including the Call Reference Number. The Call
Reference Number should be noted on the OBC20 form.
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New Outlet - Informing the Business Centres
Whenever a new outlet is planned it is imperative that the Headquarters
Business Centre is informed in advance of the details. A new outlet is
defined as a Greenfield site and does not include outlet conversions or
relocations.
This procedure is designed to ensure that the correct range of products
is made available for sale at the new outlet. Whilst the opening of the
new outlet will be initiated and managed by the regions, the products to
be sold at that outlet are decided by the Business Centres.
The Network Change Authoriser must forward a copy of the completed
OBC20 for the new outlet by e-mail to the Head Office Procedure
Management Team. The Change Control Number for the change should
be appended with the suffix N to denote the change is for a new outlet.
The OBC20 should be forwarded to the Procedure Management Team at
the same time as the OBC form is forwarded to Pathway Customer
Service team i.e. a minimum of 8 weeks prior to the target opening date
of the new outlet.
E-Mail Address : “Management Process Team”
The Procedure Management Team will issue a receipt to the Network
Change Authoriser.
Any further liaison between the Regions and Business Centres should
be completed using business-as-usual procedures.
Summary of Regional Change Activities
Listed below are the main activities which will need to be undertaken
with ICL Pathway to successfully deliver the change.
v I Identify the correct Change type
yv_ IAssemble all information associated with
the change
vy. I Prepare and Send Change Advice to ICL
Pathway
vy. IEnsure co-ordination with ICL Pathway
vy ICollate and pass all information to the
Reference Data System (if applicable)
y_ I Sign off the change with ICL Pathway
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CHANGE
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10, MANAGING THE CHANGE
A. ROLES AND DOCUMENTATION
Who is involved?
Initiating Network Change
Advance changes can be initiated from several sources including:
G Teams - who manage business-as-usual, network change. These
include Agency Recruitment, Network Transformation or
Management Services sections, depending on the region. These
teams co-ordinate and ensure delivery of the change.
© RNM’s - changes commonly initiated by an RNM ie. for the
provision of a temporary outlet to service a sports event or the
refurbishment of an outlet etc. Also closures where an unplanned
temporary closure of an outlet becomes permanent, these changes
are linked to the Alert procedures.
See Alert Section of this manual.
Managing Network Change
In addition to the business as usual activities an additional two roles are
required to ensure the change is communicated to ICL Pathway to
enable them to manage all their relevant activities. These roles are:
© The Network Change Authoriser
© Network Change Originator
Both are discussed in the section - ‘Authorisation and Validation of Change
Information’.
Regional Liaison Manager (RLM)
The Regional Liaison Manager should be notified of the proposed.
change. The appropriate local procedures and responsibilities will
apply.
Outlet information
The Horizon User Guide outlines the responsibilities and actions the
Postmaster should undertake in the event of particular planned changes
ie. outlet refurbishment’s.
Types of change information
There are two main categories of information used to inform ICL
Pathway of advance change - primary and secondary. They differ in
when and how the information is communicated to ICL Pathway. They
are defined as:
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Primary
© the agreed minimum ‘set’ of information necessary for ICL Pathway to begin
planning their activities associated with the change.
The Network Change Authoriser must ensure that primary information on the
change is assembled.
Examples of primary information are; change type, change control number,
purchase order number (if applicable) , outlet name, outlet address, FAD code,
outlet type and category and number of counter positions.
Primary information is forwarded to ICL Pathway using the Network Change
Advice Form (OBC20).
Secondary
Call the other items of information associated with the change.
The Network Change Authoriser must ensure that secondary information on the
change is assembled. Examples are information ICL Pathway need to assist them
in carrying out their activities e.g. notification of access times to the outlet for ICL
Pathway engineers, contact name(s) at the outlet, changes to target dates.
Once available this information must be forwarded as early as possible to ICL
Pathway using the Network Change Additional Advice Form (OBC21).
Secondary information is variable depending on the type of change.
This information will generally become available throughout the
implementation cycle for the change.
Once secondary information is confirmed and available it should
wherever possible be included on the OBC20 form.
Note: Some changes may not include secondary information, as
they can be fully described using the OBC20 form e.g.
permanent closure of an outlet.
Information required for each Change Type
The Network Change Authoriser will have the responsibility to provide
all the information required on any one particular change to ICL Pathway
Customer Service.
It is vital that all the relevant information on the change is also
supplied, where applicable, to the Reference Data System to fully reflect
the change.
The Data Change Catalogue will indicate which advance changes
require changes to Reference Data.
The Network Change Authoriser will complete and forward the change
information using the OBC22 form and liaise with the Regional
Reference Data Team to ensure all information required has been
captured and entered utilising the regional Reference Data practices.
See section on Change and the Reference Data System.
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Authorisation and Validation of Change
Information
1. The Network Change Authoriser (NCA).
To ensure that the change information passed to ICL Pathway is
accurate, complete and timely each region has appointed a Network
Change Authoriser.
The regional staff managing a change, or an RNM, will be the prime
source for providing the required change information to the Network
Change Authoriser. Liaison may be required with other regional
sections who may be responsible for acquiring and delivering specific
items of information.
Responsibilities of the Network Change
Authoriser
The main responsibilities of the Authoriser are:
0 toact as the primary point of contact for ICL Pathway for the
resolution of issues and provide any initial clarification about the
intended network change.
© to assemble, verify and authorise the information gathered on all
advance changes implemented and be responsible for ensuring ICL
Pathway are promptly informed of the intended network changes
using the OBC20 and OBC21 forms.
O To ‘sign-off ’ the OBC20 form for each advance change once all the
associated regional activities for delivering the change have been
actioned.
© to manage the allocation and recording of unique Change Control
Numbers (CCNs) to each advance change and record the change
details locally.
© to be responsible for ensuring that all information on the change, if
applicable, is forwarded to the regional Reference Data Team using
the OBC22 form and undertake final checking prior to live
transmission.
2. The Network Change Originator
An additional and optional role is that of the Network Change
Originator. The principal responsibilities will be to :
G act as anamed contact on the OBC20 form and where necessary,
provide co-ordination and liaison with ICL Pathway engineers and
service suppliers for the day to day management of the change
activities.
C assist in ensuring all information associated with the change, which
may originate from different sections, is co-ordinated and passed to
the Network Change Authoriser at the appropriate time.
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© update the Network Change Authoriser of any circumstances which
may affect the delivery of the change (time scale, access times etc.)
and provide an impact assessment of any changed circumstances.
(This may include information received from ICL Pathway Customer
Services)
© advise the Network Change Authoriser when all business-as-usual
and Horizon related activities have been actioned for the particular
change.
The nomination of an Originator for a particular change will be at the
discretion of the region according to the type of change being proposed.
Some advance changes, such as simple refurbishments and closures of
outlets, may not require this role.
The Originator will generally be located in the section most associated
with delivery of the change and will be appropriate where a number of
activities are being co-ordinated with ICL Pathway engineers or service
providers.
Where a particular change is project managed the Originator would.
most likely be in the project team.
Changes to Network Change Authoriser or Originator
The Region must ensure continuity of both these roles in the event of sickness and
absence
Should the details of either change or a new person be appointed their details,
including contact numbers must be provided to ICL Pathway Customer Services.
The Horizon Network Change Advice Documents
(OBC20 and OBC21)
Two forms are used to forward change information to ICL Pathway
Customer OBC Services.
Note: Examples of the OBC20 and OBC21 forms (manual
versions) are provided at appendix D and appendix E
respectively.
The ICL Pathway Network Change Advice Form (OBC20)
will
OC be the primary means by which the business delivers advance
notification of network change to ICL Pathway. It must be forwarded
to ICL Pathway within the agreed time scales.
© authorise and enable ICL Pathway to begin planning their activities
associated with the particular change.
O provide a sign-off facility to ICL Pathway for the change.
0 ICL Pathway will not accept notification of or action any planning
for an advance network change without receipt of an authorised
OBC20 form.
Sections 1 and 2 are completed and forwarded to ICL Pathway within
the required notification period for the change. Section 3 is completed
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and forwarded to ICL Pathway once all regional activities on the change
have been actioned and any reference data changes have been entered
on the Reference Data System.
Section 3 should be forwarded to ICL Pathway at least 10 working days
before the target implementation date for the change. Due to the time
scales involved for outlet closures only one OBC20 should be forwarded
to ICL Pathway, with section 3 completed.
Should any critical items of information be omitted from the OBC20 i.e.
the CCN, Change Target Date, Authorisers details or Purchase Order
number (if appropriate). ICL Pathway Customer Services will return the
document to the Network Change Authoriser for correction and
resubmission.
Note : Care must be taken in providing clear, accurate and full
information on the OBC20 form. Failure to do so may
delay outlet change activities and implementation.
The ICL Pathway Network Change Additional Advice Form
(OBC21) will
G enable the region to forward any relevant additional information on
the change to ICL Pathway i.e. notification of access dates and times
at the outlet.
© inform ICL Pathway of any confirmed change to the scheduled date
of commencement for the change, as reported on the original OBC20.
The Network Change Authoriser will check for completeness and
accuracy and liaise with the section providing the information in the
event of errors and omissions. FAD codes in particular should be
double-checked.
Allocating a unique Change Control Number (CCN)
To ensure that each network change can be identified and managed
effectively throughout its implementation a change control numbering
system will be used.
The Network Change Authoriser will be solely responsible for managing
the allocation of CCNs. Every advance change must be allocated a
unique CCN. This number must always be recorded on the OBC20,
OBC21 and OBC22 forms and must be referred to in all communications
between POCL and ICL Pathway related to that change.
The CCNs allocated must be recorded locally using the OBC Network
Change Register.
See section ‘Recording Change Information’ below.
The basic CCN is an eight digit number comprising three parts :
© a two digit alpha prefix identifying the region originating the
change.
© a three digit number (1 for the year, 2 for the month) indicating the
date of the request in the format YMM (where Y is the last digit of
the year format)
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© a three digit serial number indicating the individual change number.
Exceptionally a ninth digit is available but should only be used in two
I I I I I [I specific instances:
© where the change is a new ‘greenfield’ outlet the suffix ‘N’ must be
‘Change Control Number Layout added informing the Procedure Management team that the change is
a network change.
OG where data is corrected via the reference data correction process the
suffix ‘C’ must be added denoting a data correction. In this instance
the suffix will be used on the OBC22 form only.
Regional Identifiers
Region Identifier
Scotland & N Ireland SN
North Wales & North West NW
North East NE
Midlands MI
South Wales & South West Sw
North Thames & E. Anglia NT
South East SE
The three digit serial number must be issued in ascending order.
Numbers allocated will return to 001 at the beginning of each new
financial year.
Examples of CCNs are NW812021, SN004004 and M1908156.
It is vital that the CCN is unique so each change can be effectively managed
and monitored from initiation to completion.
Recording Change Information - The ‘OBC
Network Change Register’ - OBC23
For audit and management purposes network change information
records must be maintained by the region.
The Network Change Authoriser must ensure that records of the CCN
numbers allocated and associated change details are recorded locally.
The region must use the electronic ‘OBC Network Change Register’
and record the following items of information :
Date, CCN allocated, Outlet Name, Outlet FAD code, Change Type,
Change Target Date, Change Completion Date and Comments.
The comments field must be used to record any significant variation to
the standard procedures or timescales. These will normally occur prior
to the point of installation or de-commissioning of equipment and may
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be caused by any of the contractors or parties involved in the change.
Whilst resolution will usually be negotiated between POCL and ICL
Pathway through normal operational business channels, the details
must be noted.
Later, trend analysis of the variations will be used to evaluate change on
anation-wide basis.
The Network Change Authoriser must ensure these records are
amended and updated.
The OBC Network Change Register must be e-mailed to the Procedure
Management Team at the end of each month.
E-Mail Address : “Management Process Team”
Maintaining Records
All change documentation and any other relevant Horizon documents
associated with the change must be filed locally and an ‘audit trail
‘carefully maintained.
Summary of Horizon Documentation
The following OBC and ICL Pathway documents are used to manage
network change:
POCL to ICL
Document Titl Sent by: Sent by:
e ICL ent BY Pathway to omey
Pathway POCL
BC20 v e-mail
(sections 1,2 and 3)
OBC21 v e-mail
(where applicable)
ICL Pathway Change v e-mail
Request
Acknowledgement
ICL Pathway Scheduleof I
Works 1
ICL Pathway Scheduleof fy
Works 2 (where applicable)
ICL Pathway Horizon ia Cost
vi Post
System Change (Sign-Off ) pos ter 9s
or RNM )
ICL Pathway Reference v : e-mail
Data Verification
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B. COMPLETION OF THE NETWORK CHANGE ADVICE
Notes to assist completion of the Network Change
Advice forms.
The OBC20 and OBC21 forms are in electronic format held on one file.
The file with the appropriate form and sections completed should be
forwarded to ICL Pathway by e-mail.
Information should be entered on the form and the drop-down
information boxes used where provided.
Where more than one OBC21 is required the additional information
must be added to the original document and the new entry clearly dated.
The file must then be resent to ICL Pathway using the same filename.
During the course of a more complex change the file may be forwarded
to ICL Pathway several times.
In emergencies, where an e-mail connection is unavailable, manual
forms should be completed. Where this occurs the forms should be
completed in black ink and capital letters should be used throughout to
ensure greater legibility.
The ICL Pathway Network Change Advice
document - OBC20
The OBC20 form comprises five sections:
Section 1.
Records the basic information about the change type, the unique
Change Control Number, the intended date of commencement of the
change (the target date) and the date forwarded to ICL Pathway.
Section 2.
Records the primary information about the change, including the
outlets details. It also contains the Originator’s and Authoriser’s details.
Section 3.
The Certificate of Change Completion confirms to ICL Pathway that all
activities associated with the change have been actioned, including,
where applicable, reference data.
Section 4.
This section captures the details of the new relocated or converted
outlet and should be completed where appropriate. It largely mirrors
the fields of information required in Section 2.
Section 5.
Any further information on the change not captured in the other
sections can be entered in section 5. This section may contain secondary
information if it is available. This includes information on access times
for ICL Pathway engineers or ICL Pathway service providers when
arranging visits to an outlet.
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Once completed Sections 1 and 2 (sections 4 and 5 if appropriate) should be
forwarded to ICL Pathway within the agreed time scales for notification.
Section 3 should be forwarded as soon as possible once the conditions have been
satisfied and no later than 10 working days before the change target date.
The following table summarises the appropriate sections to be
completed for each change type.
OBC 20
Section 1 Section2 Section3 Section4 Section 5
Open Outlet v v v v
Close Outlet Yoov OO
Comertoutlet =I YOY
Relocate Outlet — yoo yoo
Refurbish Outlet = I v v v
Equipment Change) YYW
FAD Code change I VO v
Help
When completing the form detailed help is available by pressing F1
when in the appropriate input field. A short description of the required
entry is also displayed on the status bar located at the foot of the screen.
Managing volumes of change using the Network
Change Advice Forms
Where a large number of changes of the same change type occur i.e.
FAD codes these should be processed using both the OBC20 and OBC21
forms.
The appropriate Change Type box should be selected on the OBC20 and
the details noted at section 5 . Where larger volumes are involved
section 2 of the OBC21 form must be used.
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c.
NoTIFYING ICL PATHWAY
Notification Requirements for ICL Pathway
To ensure that all ICL Pathway Services or ICL Pathway called-off
Services can be scheduled and co-ordinated with the regional business-
as-usual activities, a set of standard notification times have been agreed
for each change type. These are the minimum periods of notification
required by ICL Pathway to undertake delivery of the change.
Where all the necessary information is available on the change, the
OBC20 may be forwarded to ICL Pathway in advance of the minimum
notification periods noted below. This will enable maximum planning
time.
The time scales for notification via the OBC20, the amount of
information and levels of co-ordination required will vary accordingly
for the different change types.
Table 1 below summarises the minimum periods of notification that ICL
Pathway Customer Services require for each change type. Time scales
are expressed in working days before the change target date.
Table 1 : Minimum Standard Time scales
Advance Change H Notification by Site Access ICL Pathway will
Type OBC20, confirmation to ICL attend site
Pathway, before go-live
date,
not less than not less than
not less than
; (working days) (working days) (working days)
Close outlet 10 10 5
(all types)
Open outlet 40 10 5
(all types) __ a)
Relocate Horizon i 15 10 5
equipment (simple)
Relocate Horizon 30 10 5
equipment (complex) {I a
Horizon equipment 30 10 5
change
Relocate outlet I 40 10 5
Convert outlet 40 10 5
FAD 40 10 5
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Note: A ‘simple’ relocation of equipment is one that does not
involve a permanent relocation of the Horizon equipment
within the outlet.
Site Access
As soon as access times for ICL Pathway engineers to attend site are
confirmed by the Postmaster, or RNM, they should be notified to the
ICL Pathway Customer Service team. This should be done using section
5 of the OBC20 form or by the OBC21 form once the information
becomes available.
The region must inform ICL Pathway of the access times at the outlet concerned at
least two weeks (10 working days) prior to the target implementation date. Due to
the time scales involved for outlet closures the access time must be provided on
the OBC20.
Where ICL Pathway request a change to a previously notified and
agreed outlet appointment ICL Pathway Customer Services are
responsible for informing the Network Change Authoriser of the
circumstances and the revised dates. Any such amendments will be
confirmed to the Network Change Authoriser by e-mail using the ICL
Pathway Schedule of Works document.
ICL Pathway Site Visits
ICL Pathway will normally schedule visits directly with the outlet. This
will be done through the Horizon System Helpdesk. All visits will be
scheduled within a minimum of 5 working days prior to the change
implementation date.
All Pathway related work at the outlet, as outlined in the ICL Pathway
Schedule of Works, will be completed within this 5-day period.
Where the change involves the counter area the new counter must be
in place prior to ICL Pathway or ICL Pathway Service suppliers
commencing work at the outlet.
Where circumstances permit and the counter area is prepared ICL
Pathway may undertake work at the outlet earlier, following agreement
with the outlet and regional team managing the change.
In some instances e.g. relocations and refurbishments, access times for ICL
Pathway engineers will be restricted to one or possibly two days and may involve
weekend working. A higher degree of co-ordination between the Region and ICL
Pathway will be required in these circumstances.
Amendments to Scheduled Time Scales
The target implementation date for the change will be initially provided
on the OBC20 form. There will be a number of instances where during
the implementation phase the target date may slip back or possibly be
brought forward.
As soon as any revised date is known and confirmed it must be notified
to ICL Pathway by e-mail using the OBC21 form.
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The circumstances and impact of the changed target date will be
discussed and liaison with ICL Pathway will be required to examine if
the service and change is deliverable.
The Network Change Authoriser must ensure that any re-planned
activities and time scales are notified to all the relevant bodies. The
outlet concerned must be fully informed of any revised time scales.
Cancelling the Change
Where a change is aborted or indefinitely postponed ICL Pathway must
be notified using the OBC21 form, indicating the reason for the
cancellation.
Liaison will be required where ICL Pathway have undertaken any work
in respect of the change.
Deviations from Standard Time scales
Occasions may arise where the standard time scales for notification and
provision of site access times noted at Table 1 are not achievable.
These cover instances where the regional office, and the Network
Change Authoriser, in particular are notified at a very late stage of an
intended Advance change.
Where reduced time scales occur the standard procedure for notifying
the ICL Pathway Customer Services should be employed using the
OBC20. The reason for the deviation to time scale should also be
indicated.
However, due to the reduced period of notification, liaison with ICL
Pathway will be required on a case-by-case basis to examine the
necessary contingency arrangements and examine if the service and
change are deliverable.
Any deviation to a minimum time scale may be subject to a re-quotation
process with ICL Pathway and is likely to cost POCL significantly more
to implement. Deviations from the standard time scales must therefore
be kept to a minimum.
Any re-planned activities and time scales must be notified to all the
relevant bodies as defined in the regional business-as-usual procedures.
The outlet concerned should always be fully informed of any revised
time scales.
Sending the Network Change Information to ICL
Pathway
The Network Change Authoriser will forward the completed OBC20/
OBC21 file , by e-mail to ICL Pathway OBC Customer Services using the
following e-mail post-box :
E-Mail Address : “OBC Network”
Where an e-mail link is unserviceable a manual OBC20 or OBC21
should be completed and faxed to ICL Pathway Customer services. A
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fax transmission slip should be attached to the OBC20 or OBC21 form as
confirmation of its receipt by Pathway.
Should the e-mail and fax link be unavailable the OBC20 or OBC21 must
be forwarded to ICL Pathway by post.
Manual OBC20 and OBC21 forms will be available for completion in
emergency when the electronic version cannot be used. Where manual
forms are required page two of the OBC20 should also be forwarded to
ICL Pathway indicating the CCN.
The Network Change Authoriser should notify the appropriate regional
teams involved in managing the change that ICL Pathway has been
formally notified.
The ICL Pathway Customer Service team will notify the Network
Change Authoriser should any change be made to the ICL Pathway
address or fax numbers provided.
ICL Pathway Documentation
AILICL Pathway electronic documentation will be forwarded to the
region using the regional OBC e-mail boxes. The following address
boxes will be used :
Region e-mail address
Scotland & N Ireland SNI-OBC
North Wales & North West NW&NW-OBC
North East NE-OBC
Midlands MID-OBC
South Wales & South West SW&SW-OBC
North Thames & E. Anglia NT&EA-OBC
South East SE-OBC
ICL Pathway - Change Request Acknowledgement
form (CRA)
The ICL Pathway Customer Service team will confirm to the Network
Change Authoriser receipt of the OBC 20 by e-mail using a CRA form. It
must be returned to the region by the end of the next working day
following ICL Pathway receipt of the OBC20.
Only one CRA will be issued per change. Where more than one OBC21
is forwarded, ICL Pathway will acknowledge receipt by return e-mail.
Prior to confirming receipt the ICL Pathway Customer Service Team
may wish to clarify details provided on the OBC20.
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The ICL Pathway CRA form will indicate the outlet name, CCN, FAD
code, change type and outlet contact details.
Where an e-mail link is not available the CRA will be faxed to the
Network Change Authoriser.
ICL Pathway change acknowledgement forms must be filed with all
other associated change documents.
ICL Pathway Schedule of Works.
When ICL Pathway Customer Service have received full details,
including where possible confirmed outlet access times, a Schedule of
Works will be forwarded by e-mail to the Network Change Authoriser.
The Schedule of Works will detail:
0 the outlet and change details : CCN, change type, outlet name, FAD
code and outlet contact information.
Othe work intended at the outlet and summary of the services ICL
Pathway will supply to deliver the change
C1 the date of outlet visits by ICL Pathway engineers or service
suppliers, where possible
G the cost of the services provided, if applicable
A Schedule of Works will not be provided for outlet closures or simple
refurbishments (where there is no counter change involved).
Where appointment times are not included on the original Schedule a
second Schedule of Works will be forwarded providing the details once
they have been confirmed with the outlet.
Whilst recording the services ICL Pathway will call off to deliver the
change the Schedule of Works is indicative i.e. as a result of an outlet
survey work not originally envisaged may be required.
Where critical information is omitted and it cannot be clarified by phone
the Network Change Authoriser will return the Schedule of Works by e-
mail to ICL Pathway for correction and re-submission.
Where an e-mail link is not available the Schedule of Works will be
faxed to the Network Change Authoriser.
On receipt the ICL Pathway Schedule of Works must be filed with all
other associated change documents.
The Network Change Authoriser should in turn notify the regional Helpline of the
intended visit details, as appropriate.
ICL Pathway Horizon System Change Form
Following completion of the change this document confirms that all ICL
Pathway related work scheduled has been carried out to satisfaction
and the outlet has been left in good order.
The document will be signed off by the Postmaster and ICL Pathway
representative, dated and timed.
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One copy will be retained by the ICL Pathway engineer and the second
copy will be forwarded by ICL Pathway, by post, to the Network
Change Authoriser.
On receipt the ICL Pathway Horizon System Change form must be filed
with all other associated change documents.
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D. SIGN - OFF
Notifying the Network Change Authoriser of
Completion
Once all the physical activities which are the responsibility of POCL to
undertake e.g. site preparation and any modification work, have been
actioned the Network Change Authoriser must be notified.
The Reference Data System Team, Chesterfield will notify the Network
Change Authoriser by e-mail, using the OBC22 form, that all associated
Reference Data has been successfully passed to ICL Pathway, if
applicable.
See section ‘Change and the Reference Data System’.
The Certificate of Change Completion
The Certificate of Change Completion is located at section 3 of the
OBC20 form. It is the means by which the Region notifies to ICL
Pathway that:
All the Reference Data on the particular change has been gathered,
entered and forwarded to ICL Pathway, where appropriate.
© Allrelevant activities associated with the change have been actioned
by POCL.
The Network Change Authoriser will authorise and date Section 3 of the
OBC20 form and forward it to the ICL Pathway Customer Service team
by e-mail.
E-Mail Address : “OBC Network”
Snagging Visits to outlet.
The regional team managing the change may, as part of their business-
as-usual procedures, visit the outlet to ensure all necessary activities
have been completed and to the required standards.
Any snagging visits should be undertaken prior to the sign off with ICL
Pathway engineers.
ICL Pathway Sign Off Process
ICL Pathway Receive ‘Sign Off’ on site
Where work has been undertaken in an outlet or equipment has been
removed or installed the Postmaster, or RNM, will be required to sign
off the completed work on site using a Horizon System Change form.
The Postmaster may also be required to complete a ICL Pathway
Quality Checklist.
Where Horizon equipment is delivered or removed two further ICL
Pathway documents will be used, a Proof of Collection Document and.
Proof of Delivery Document. These require the Postmaster to sign for
and confirm either the removal or delivery details.
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E. GENERAL
Co-ordination of Downstream Activities
The Network Change Authoriser will be responsible for ensuring the
necessary level of liaison is maintained with ICL Pathway throughout
the implementation of the change. There are potentially several main
areas where co-ordinated activities and liaison will be required during
the delivery of an Advance change.
Outlet information
The Horizon User Guide outlines the responsibilities, actions and
timescales for notification the Postmaster should be aware of in the
event of outlet refurbishments.
ICL Pathway Communication with Regional Staff
Where site visits are required ICL Pathway will notify the Network
Change Authoriser using the Schedule of Works document. Further
liaison may be required by telephone to clarify details or minor changes
to visit details.
ICL Pathway Communications with Outlets
Appointment times and dates for ICL Pathway or their Service
Suppliers will be made directly with the outlet by the Horizon System
Helpdesk.
Exceptionally where direct contact with the outlet is not possible or
inappropriate ICL Pathway or their Service Suppliers will arrange visit
details via the Network Change Authoriser.
The Network Change Authoriser should ensure that all appropriate
regional staff and teams are informed of the ICL Pathway visit schedule.
Any standard rules for communicating outlet appointments within the
Regional office should apply.
ICL Pathway Responsibilities
ICL Pathway will be required to deliver the requested network changes
at the required outlets within the agreed time scales and quality
assurances. ICL Pathway responsibilities will include:
liaison with the Network Change Authorisers and nominated
regional staff to resolve any issues arising from the network change.
© notifying the region initiating the change of any circumstances
affecting the delivery of that change.
G provision of a receipt for the OBC20 document, one for each change.
provision of documented notification of intended work and
appointment dates at the outlet(s).
G ensuring that outlet appointments are made directly with the outlets
concerned.
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G provision of documentation to the outlet to enable the change to be
signed-off once the Postmaster or POCL staff have accepted the work
on site.
G ensuring a control loop of reference data for each change, where
applicable, is supplied to the region for verification purposes.
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" 11._CHANGE AND THE REFERENCE DATA SYSTEM
What is Reference Data?
Reference data at its simplest is that information required to enable
Pathway to:
O Maintain details of all installed outlets and products for the Horizon
<b> system
Daa i)
Agvance Record and validate sales at each installed location within Post Office
t =“ Counters and produce a cash account. This data comprises details of
Validate inne outlets and products together with a small amount of other relevant
t T information.
Sante wae ten © Outlet information identifies where the outlet is, when it is open and
what it can sell
G Product information provides the names and parameters for all
— transactions
Other information relates to cash account periodicity, management
information and any local closure details.
Overview
The process for capturing Network reference data is initiated within the
Region. The information required by the reference database is an
extension of the data that currently comprises the outlet details. The
basic reference data flow is shown in the adjacent graphic.
Patoway
Reference Data Change
Flow
The process for the provision of network reference data has been
designed to:
© Follow the existing regional processes
© Match the advance procedures described in earlier sections of these
instructions
“It is essential that change It is essential that change information to the existing network be
information to the existing reflected in the Reference Data System (RDS). The timely and accurate
network be reflected in the recording of change in the RDS and its transmission to ICL Pathway is
Reference Data System” necessary to enable the change to take place.
Note: A number of advance changes are not reflected in
reference data i.e. refurbishments and changes to counter
configurations.
OBC and Reference Data Links
The Network Change Authoriser will ensure that all the information
appropriate to the particular change has been assembled and is
accurate.
The Data Change Catalogue (Ref. CS/IFS/001 version 1.0), owned by
the regional Reference Data Teams, will indicate which advance changes
require a reference data change and also which individual items of
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reference data need to be changed. A simplified version of this
document will be available to Network Change Authorisers.
The reference data information will be associated with the unique
(sz) Change Control Number allocated to the change. This number will also
be used to identify the particular change within the RDS and the ICL
Pathway Reference Data Management Centre (RDMC).
The relevant reference data must be entered on the OBC22 form and.
forwarded by the Network Change Authoriser via e-mail to the regional
Reference Data Team. The latter will check and forward the OBC22 to
the Reference Data Team in Chesterfield.
Reference Data
Procpdure
Validace dara
y
Regional Data
Input
An example of the OBC22 form is provided at appendix G.
Where the change is an outlet closure the nominated alternative outlet
information must be recorded on the RDS.
The outline reference data flow for Advance procedures is shown in the
Freterence
paeaisten adjacent graphic.
¥ It is imperative that all data connected with an advanced type change is
Pathway processed together.
Confirmation of ICL Pathway Receipt of Change
Data
The Reference Data Team in Chesterfield will check and forward the
Advance Procedure reference data for the change to the ICL Pathway RDMC.
Reference Data The Reference Data Team in Chesterfield will then return the ‘signed
off’ OBC22 form by e-mail to the Network Change Authoriser within 2
working days.
This will act as confirmation that the data for the change has been
successfully forwarded to the ICL Pathway RDMC. This confirmation
will enable the Network Change Authoriser to complete section 3 of the
OBC20 form.
Reference Data Verification
As an additional check to ensure the validity of the data on the system,
prior to its release onto the live system, a data ‘control loop’ will be
undertaken for the data on all advance changes.
ICL Pathway RDMC will return a copy of the reference data using the
regional OBC e-mail boxes to the Network Change Authoriser for
verification. This will be done using the ICL Pathway Reference Data
Verification Report.
The regional OBC e-mail box must be checked by 12:00 each working
day.
The Network Change Authoriser will check the copy against the
original information provided on the OBC22.
Allowing for 1 correction file, a minimum of 6 working days are required
for the verification of network reference data from the point where ICL
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Pathway RDMC return the data copy to the Network Change
Authoriser.
The Reference Data Receipt and Verification form
- OBC24
The Reference Data Receipt and Verification form is in electronic format
and confirms to ICL Pathway RDMC whether the copy of reference data
returned to the NCA is accepted or rejected.
The details provided are the CCN, outlet FAD code, whether the data is
accepted or rejected (if rejected the data to be corrected must be
noted),the NCA name and contact number.
An example of the OBC24 form is provided at appendix F
The OBC24 must be completed by the NCA and forwarded to ICL
Pathway RDMC by e-mail using the following address :
E-Mail Address : “OBCRefData”
Correct Data - Release of Reference Data onto the
Live Network
If the Reference Data is correct the Network Change Authoriser will
confirm this to the RDMC via e-mail using the OBC24 form.
ICL Pathway RDMC will release the Reference Data onto the live
system prior to the ‘go-live’ date for the change.
The minimum time scale for verifying correct data is:
Day 1: RDMC return copy of data to NCA by 12:00
Day 2: NCA accepts data as correct, notifies the RDMC by
12:00
RDMC release data change to POCL counter
Day 3: POCL outlet receives data
Note: An example of the Reference Data Receipt and Verification
form is provided at appendix F.
Incorrect Data - Reference Data Correction
Process.
If the reference data contains an error or omission the following
Reference Data Correction process must be activated.
The Network Change Authoriser must notify the RDMC of the error via
e-mail using the OBC24 form indicating the data item(s) requiring
correction.
The corrected data must be checked and verified and passed to the
regional Reference Data Team.
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Note }
The suffix C must be included in the CCN before being forwarded to the
regional Reference Data Team. This will indicate that the data is a
correction item associated with the original change request and CCN.
The corrected data must be noted on an OBC22 form and forwarded to
the regional Reference Data Team.
Final Check
There will be one further confirmation that the corrected data has been
recorded on the RDMC system.
ICL Pathway RDMC will retum a copy of the corrected data only by e-
mail to the Network Change Authoriser.
Receipt of the copy should be acknowledged in the manner described
previously, using the OBC24 form.
No further checks will be undertaken and the data will be released onto the live
network.
The minimum time scale for verifying incorrect data is:
Day1: RDMC return copy of data to NCA by 12:00
Day 2: NCA rejects data as incorrect - notifies the RDMC by
12:00.
NCA initiate correction of data
Day 3: RDT forward corrected data to RDMC by 16:00
Day 4: RDMC receive corrected data, process and return copy
of corrected data only to NCA
Day5: NCA accept corrected data copy, notifies RDMC by
12:00
RDMC release data change to POCL counter
Day 6: POCL outlet receives data
Note: The full procedures for managing reference data are
detailed in the Reference Data Project ‘Regional Data
Capture Procedure’ document held by the Regional
Reference Data Teams (Ref. RDP/OPS/013)
In all communications between the region and ICL Pathway RDMC
where the e-mail link is unavailable a fax must be provided.
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12. RELATED ACTIVITIES
Don’t forget
your normal
procedures
Notifying ICL Pathway of Planned Volumes of
Change
Where large volumes of change are being planned or are envisaged by
the Region, Head Office or the Network Change Authoriser should
liaise with the Headquarters Network Team. The latter will in turn liaise
directly with the ICL Pathway Customer Services team where necessary.
An example is a major regional refurbishment program.
Any large-scale Network changes may require special project
management terms to be applied.
Other Regional Change Activities
Anumber of other Horizon related procedures are involved when
managing network change. These procedures will be co-ordinated
within the region to ensure delivery of the change and will need to be
reported to the Network Change Authoriser when actioned. They
include:
Business-as-Usual Procedures
Each region has established procedures in place to manage and deliver
all the types of outlet change covered by the Horizon advance
procedures. In the Horizon environment a number of new activities will
need to be introduced to cover the movement, installation or
decommissioning of Horizon equipment.
All the business-as-usual activities associated with the particular change
should be completed according to the existing regional guidelines.
Should there be any significant issues arise or potential delays the
Network Change Authoriser should be informed, as there may be an
impact on the time scales for delivering the change and the co-
ordination of activities with ICL Pathway.
See Section on ‘Amendments to Scheduled Time scales’.
The regional staff managing the change should be aware when all
activities have been actioned as they will need to update the Network
Change Authoriser.
Selecting the alternative nominated outlet
With a number of planned changes i.e. temporary or permanent
closures, it will be necessary to direct customers to an alternative outlet
for benefit payment and collection of benefit cards. The established
procedures in each region to select an alternative nominated outlet for
benefit encashment should be used.
The selected outlet must be notified of the closure and expected increase
in business volumes. The details of the alternative outlet must be
provided to the Postmaster or RNM of the outlet to be closed.
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Essential
The details will be supplied to ICL Pathway on the appropriate section
of the OBC20 form.
Notifying the Benefits Agency
In the Horizon environment a number of change activities will have an
impact on the management of Benefit Payment Cards and Card
Payment arrangements. It is essential that the Benefit Agency CAPS
Business Support Team is informed of these changes and provided with
the required details.
On Site Equipment Activities
A number of activities may need to be undertaken by the Postmaster, or
RNM, in conjunction with the ICL Pathway engineer. These include:
Gl the complete shut down of the system including managing the
PMMC card under ICL Pathway engineers’ instructions.
securing PMMC and PIN during temporary closures and
refurbishments.
OG ICL Pathway documentation recording both the delivery or
collection of Horizon equipment may require a signature for
confirmation.
Payment and Card Management Activities
Anumber of activities may also be required. These include:
The Postmaster or RNM will be responsible for informing customers
of the change and where necessary indicating the alternative
nominated outlet for benefit payments and card collection.
G Depending on the type of change and whether the change is
temporary or permanent a number of additional activities will need
to be undertaken by the Postmaster or RNM at the outlet i.e.
unissued payment cards and PINs will need to be securely stored
until the outlet re-opens.
POCL Provision of Compliant Counter
In instances where new outlets, relocation and conversions are
concerned it is the responsibility of the Postmaster or POCL to ensure
that the counter area is compliant with the necessary specification to
enable the Horizon equipment to be successfully installed.
The outlet counter area and any major modification work such as screen
rebuilds or bespoke joinery must be completed prior to ICL Pathway engineers
or ICL Pathway service suppliers attending site.
The detailed specification required for the counter area is documented in the
‘SPSO 2000 - Screen and Counter Handbook & Planning Guide’.
The regional office should where necessary both advise and ensure that
these standards are made known to the Postmaster.
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Related Activities
It will be the responsibility of the regional staff managing these types of
changes and/or the Postmaster to ensure all on site counter preparation
work is completed prior to the ICL Pathway engineers attending the
outlet to install the Horizon equipment.
Any circumstance concerning the preparation of the outlet, in particular
the counter area, which may impact on the time scales for implementing
the change, should be notified to the Network Change Authoriser.
Note: Where the region or Postmaster has arranged for other
contractors to undertake outlet modifications it is the
responsibility of the region to inform ICL Pathway of their
arrangements and work schedule. ICL Pathway will not
negotiate with third parties. This information can be
provided to ICL Pathway using section 5 of the OBC20 or
using the OBC21.
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Administration
13. ADMINISTRATION
A. PROCEDURE CHANGE PROCESS
Introduction
The introduction to these instructions indicated that there would be a
review process. Proposals to change network procedure documentation
may be generated by regional teams, or from within the network
procedure management team itself.
Operationaly, Area
The network procedure management team will be monitoring business
developments in order to introduce necessary changes to procedure
documentation in good time.
Wee date
procedures
They have a further responsibility to liaise with other automation
projects. The aim of this is to ensure that where common data is
required for several activities, there is one cohesive procedure for
conformant delivery.
‘Obtan authorization
reject or rework
Publish &
ew procedores
The purpose of this procedure is to ensure all procedure documentation
— is amended, agreed and published in a consistent and systematic way.
Recipe ackoedge
receipt fom
“abuter
Procedure
Initiation
On identifying a requirement to change part, or all, of the procedure
documentation an originator will describe the change required. This
will then be transferred to the network procedure management team.
The team will initially validate and assess the impact of the proposed
change. Should the change be deemed necessary the team will create a
draft version of the proposed procedure. In the event of the proposed
change failing the validation exercise or impact assessment, the team.
will inform the originator of the rejection and the reason.
Authorisation
The draft procedure will then be passed to the procedure owner for
concurrence.
The procedure owner will then decide whether to:
C1 Refuse concurrence and totally reject the proposed change.
C1 Refuse the concurrence pending re-work on the proposed change.
C1 Endorse the proposed change.
The network procedure management team will manage any re-work on
the proposed change.
The decision of the procedure owner (refuse, re-work or endorse) will
be communicated to the originator by the network procedure
management team and the reasons for that action.
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Revised Procedure Publication
On endorsement of the proposed change the network procedure
management team will update the procedure master files and manage
the publication of them.
The network procedure management team will then manage the
distribution of this new procedure to registered holders.
A transmission note will accompany it and this will be recorded on the
version control database.
Note: An example of the OBC Procedure Revision form (OBC40) is
provided at appendix H.
Recipient action
On receipt of the new procedure and transmission note, procedure
holders will destroy the old version and replace with the new. They will
also complete and comply with transmission note requirements.
On receipt of the completed transmission note the network procedure
management team will record this on the version control database and
file them
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B. INCIDENT MANAGEMENT
Introduction
The day to day communications described within the previous sections
of these procedures should resolve the majority of situations that could
become incidents. However, it is expected there will be occasions when
events will interrupt the normal performance of the Operational
Business Change procedures. The underlying cause of the variation
could be due to POCL, ICL Pathway or a third party. This variation will
be termed an ‘Incident’.
Terminology
The following definition has been adapted from service management
guidelines:-
“Incidents are individual day to day faults or failures in
delivering the required changes to hardware it's location
or associated software. They will be raised either by
change implementers or authorisers at an operational
level. They are managed via operational contact or Help
Desk services.”
Incidents may arise at the point of installation or de-commissioning of
equipment by ICL Pathway.
The procedures described below are designed to enable us to deal with
such incidents which may interrupt normal POCL service. They are
designed to fit to existing operational and service management
procedures.
On-site Installation Incidents
This procedure will apply when an agreed schedule of work fails. This
may be due to a failure by an ICL Pathway engineer at the point of, or
during, installation or de-commissioning of equipment. Failures or
faults due to other circumstances will be dealt with by local procedures.
Where circumstances arise affecting the delivery of the service at an
outlet and which concerns the installation or de-commissioning of
equipment, the retail outlet must contact the Horizon System Helpdesk
immediately.
Horizon System Hel
Telephone Numbe
The Horizon System Helpdesk will advise the retail outlet of any actions
to take, record the incident, and issue a unique incident number. This
number must be noted by the retail outlet, and when the call is closed
the date and time recorded.
The NCA is responsible for ensuring that retail outlets are aware that
the Horizon System Helpdesk must be contacted if an ICL Pathway
incident occurs.
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Incident log
The reporting of an incident to Horizon System Helpdesk will raise an
incident record within the business. ICL Pathway will provide periodic
reports of the incidents recorded to the POCL Service Management
team.
Problem Management
Whilst this is outside the scope of these procedures it should be noted
that unresolved or repeated incidents may result in escalation into
problem management for long term resolution.
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Appendices
14. APPENDICES
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appendix A
A. USING THE HORIZON CALL AUTHENTICATION MATRIX
The following instructions are intended for use by Regional Helpline
staff when contacting the Horizon System Helpdesk to report an
unplanned, emergency closure of an outlet.
Creation and Distribution by ICL Pathway
ICL Pathway are responsible for the creation of the Call Authentication
Matrix and for its distribution to POCL Regional Helplines.
Anew Matrix will be issued by Pathway each month to each Regional
Helpline Manager. Each new Matrix will be effective from the first day
of the month and the outdated matrix should be destroyed. The period.
the matrix is valid for will be indicated.
If a Matrix is compromised a new version will be issued to all Regional
Helplines.
Distribution and Management By Regional
Helplines
The Regional Helpline Manager will be responsible for controlling the
distribution of the Matrix to Helpline staff. It is for each Region to
determine the number of staff operationally who will need to use the
Matrix daily. Photocopies are acceptable but should be kept to an.
absolute minimum.
The Regional Helpline Manager and Helpline staff using the Matrix will
be responsible for the secure storage and confidentiality of its contents.
Any unauthorised disclosure should be reported to the Regional
Helpline Manager.
The Regional Helpline Manager is responsible for reporting to the
Horizon System Helpdesk any compromise of the Matrix. The Regional
Helpline Manager will collect and destroy any copies of the
compromised Matrix.
The Regional Helpline Manager will ensure that adequate security and
confidentiality are maintained.
Use of the Matrix
The Matrix must be used in all communication for reporting unplanned
outlet closures to the Horizon System Helpdesk. This includes initial
notification, any reassessment of the closure and for information
regarding the re-opening the outlet.
The Matrix should only be used when the Helpline staff contacting the
Horizon System Helpdesk has the authorisation from the Region to
request that Pathway change the Service at the outlet(s).
During the Question and Answer dialogue the Horizon System
Helpdesk will prompt for a password response from the Regional
Helpline staff member reporting the closure.
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Where an incorrect answer is given one further chance will be provided
after checking that the correct version of the Matrix is currently in use.
Should a further incorrect answer be given the Horizon System
Helpdesk will not pursue the call further, will ask for the callers details
and will escalate the incident. The Regional Helpline Manager will be
informed by the Horizon System Helpdesk of the failure.
Where a breach of security is identified the Region must investigate the
circumstances.
Example of the Call Authentication Matrix
Alpha Bravo Charlie
1 Please Yesterday Driver
2 Friend Paper Luck
3 Shop Easter Test
4 Hotel Pencil Mouse
5 Field Exit Computer
The example Matrix above is a simplified version of the actual Matrix.
The format however will be the same.
The Horizon System Helpdesk operator would prompt for a password
by requesting the word found at Bravo 2. The Regional Helpline
operator would respond ‘Paper’.
Keeping ICL Pathway informed
Should the Regional Helpline Manager permanently change the new
details should be forwarded to the Horizon System Helpline Manager.
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appendix B
B. RECORDING & MonrTorING (ALERT)
It is vital for audit and management purposes that records are
maintained of all instances of unplanned emergency closures. The
information will be used for Systems Performance measurement and
may be used for charging purposes.
The Remedy System
The Remedy System operated by each Regional Helpline will be used
to record closure information. Helpline staff will be responsible for
recording and updating information on closures.
The table below summarises the full range of key data which, where
appropriate, will need to be recorded and where this information will be
recorded in Remedy. Where possible existing fields have been utilised.
The information is keyed into the main ‘Submit Window - Main
(custcare)’ screen.
Data to be Recorded Field in Remedy
Outlet Name Office Name
Outlet FAD FAD Code
Call Reference Number (CRN) CRN
(allocated by Pathway)
Call Reference Number Action Log
(re-opening)
(allocated by Pathway)
Date of Closure
Reported Date/Time
Current Outlet Status
(open/close)
Incident Status
Closure Type
(short/long)
Office Closure Status
Closure Upgraded
Incident Details
Horizon Equipment Removal
(date out/date in)
Incident Details
Call Close Date
Re-Opening Date/Time
Pathway Communications
(closure review dates etc.)
Incident Details
Alternative Nominated Outlet
Alternative Office 1
Purchase Order Number/Cost
(if applicable)
Action Log
Where the Incident Detail field is used a free text entry should be made
briefly recording the pertinent dates or decisions.
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As this information is required for on-going Business Service
Management purposes it may need to be expanded. Any changes must
be processed via the change control procedures, described in the
Administration section. Any change must also be communicated to all
users via the Remedy Users Group.
If the Remedy System is not available the details must be recorded
manually and entered on the system when it is fully functional.
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appendix C
OUTLINE PROCESS CHART
Alert procedure
Change Reference Data procedure
Initiated OtherProcedure Liaise with outlet (visits)
Liaise with other contractors OBC Advance Procedure -
Notify Benefit Agency Outline Activity - Network Change
no
Region
[change idonttiog I _[Aamble Primary] [Co-ordinate Business as Update / Notify
Advance? >—yes-m/Authoriser NotifiedI-®I — intscnation [I Activitlee/ resolv Usual Activities Authoriser when
(it applicable) issues Executed complete
RDS
Region Chesterfield ADS!
Receive Reference Data
check + process Procedures
\OBC22! Receip!
Authoriser
Collate Rolerenc 7
Record Changeé Assemble Confirm ready to Receive sign off
Prepare 138088) ne ee BUNT >I secondary Info -L-m] Flee ere. Lol ciciioa! Rocove >) “opeasen” FI Implement. check reference Lt
Documentation a (if applicable) ipplicable) activities! Reso! 08G20 (section 3)I data copy
Issues If applicable
saat Sign-Off
liaison open
oBc20 Rectify?
Schedul
Pathway
Atceive OBC207 Co-ordinate onrevige
OBC21 + >S_yagpI Provide Schedul: Downstream downstream I_I Deliver Service aI Cortitonten
acknowledge th of Works Planning activity activities/ Resolv: Outlet Relerence Dai
hee ae joforence Data
copy (if appl.)
no.
Outlet Visis: Postmaster /
Equipment RNM Sign- Change
Infrastructure Off Implemented
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tions
D. ICL PATHWAY NETWORK CHANGE ADVICE FORM - OBC20
& ICL Pathway Network Change Advice Form OBC 20
This form is to be used to deliver Advance Network change information to ICL Pathway
Instructions for use are contained in the Pathway Operating Instructions
Section 1 Change Type
Change Control No: (must be wi TE LEETLIELO ‘eg Dates
and copied onto the OBC22 where Today's Date:
appropriate)
Change Target Date : DATE: Purchase Order No.. {if required)
Ghange Type I [Open Outlet Convert Outlet Refurbish Outlet ce
fon Oh) Close OutletI Relocate OutieI Equipment Chang
Ine Oni
” See also section 4 of this New FAD Code
form
If this change results from an earlier unplanned closure please insert Call Reference No
Is this a Temporary Opening or Closurd_t
If so please indicate target Closure/Re-open date
Section 2___PRIMARY DATA & AUTHORISATION
Outlet Nam Outlet Contact. Telephone.
Street Name.
Village/Suburh__ Outlet Category ifotherthan Permanent
Town/City Temporary [J
County Mobile im]
Postcode Seasonal im]
FAD Code 7 Digits) (If Seasonal is it a New Outlet? = []
Equipment Alternative Nominated Outlet (If applicable)
Will equipment be re-located within Outlet] Name FAD 7digis)
Number of Horizon Counter Positions
If Changing - Increase/Decrease to Telephone No..
Originators’ Name: Originators' Phone No;
Authorisers' Name__o = Authorisers' Phone No;
Date: Authorisers' Fax No,
Section CERTIFICATE OF CHANGE COMPLETION
All relevant information in respect of this change has been progressed to the Reference Data Process and/or to the
appropriate ICL Pathway Action Point.
Any Other Comments
Change Authorised for release Date: Phone No:
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ICL Pathway Network Change Advice Form OBC 20 Side 2
Section 4 New Outlet Details (for Re-locations & Conversions)
Outlet Name Change controino: [LT TTTTT TT)
Street Name Outlet Contact Telephone.
Village/Suburb Outlet Category If other than Permanent
Town/City Temporary Oo
County Mobite Oo
Postcode
FAD Code (7 Digits)
Equipment :
Number of Horizon Counter Positions
Section 5 Additional Change Information
Examples - Special access or security arrangements, Other contractors, POCL Security liaison requirements, Weekend
working, and if the outlet is a FPO or multiple where special visit arrangements are required?
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appendix E
Horizon Operating Instructions
E. ICL PATHWAY ADDITIONAL INFORMATION - OBC 21
C=) ICL Pathway Network Change Additional Advice OBC 21
This form is to be used to deliver additional Advance Network change information to ICL Pathway
Section 1 Change Type
quoted on original OBC 20) Todays Date:
Outlet Name Outlet FAD Code (7 digits)
‘Change Target Date DATE:
Section2 Supplementary Change Information and Authorisation
Examples - access times for engineers to visit outlet, changes to planned dates etc.
Authorisers Name Authorisers' Phone No.
Date: Authorisers’ Fax No.
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appendix F
F. REFERENCE DATA RECEIPT AND VERIFICATION FORM -OBC24
@& Reference Data Receipt and Verification OBC24
This form must be forwarded to ICL Pathway RDMC via e-
mail
Change Control Number :
Outlet FAD Code : (7 digit)
Accept Data [_]
The data change(s) for the network change notified above has been received, checked
and confirmed as accurate and complete.
Reject Data [_]
Data change(s) for the network change notified above have been found to be incorrect.
The amended details will be forwarded to the Reference Data System. Please note the
corrected data :
Network Change Authoriser :
Telephone Number :
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G. REFERENCE DATA OBC22 FoRM
Advance Change Notification For use by Network transformation teams, via Reference Data teams to Pathway OBC22
‘A >)
This form contains all the reference data changes associated with the # [3
following Advance Change Control Number : Correction file Suffix
These changes will take effect on... (ddmmy) LCT] EC] [
There are two sides to this form, how many sets are there? # [_] Thisisthe first sheet of set # []
Extra sets will contain OLD outlet details (conversion or location etc) or extra transactions: #copytosectionV _)
(*radcode LTT TIT] LJ) (‘outetname [ ]
RNMcode [J] I] compete Road/Street
ALL Village
Cluster code [TT] _ boxes Town
County
HoRNcode [—]_]_]
J I Postcode (J Welsh Receipt
(€ Cash Account ~ Required ?
type —Tickone Map/Grid Reference I I] Yesornor [_]
Provincial X 4
Closed: __ I} London Telephone numbers none state none >
Temporary [_]I\ CRU Outlet business No.
Permanent I_I) —————————
Seasonal [—]I(© Eait BarPoo! kit? ) I Managers No. [ 1 [ ]
Converted Oho
(_+0r-? _difzero) I Fax No. [ I [ ]
Contract Type ) (Outlet Type (;CACI Classification Outlet has: Yes or No
Tick one Tick one Ecco+
BO Is this outlet a Inner London 1
IFPO designated ISPO Outer London 2 APT I
CFPO (In store Post Office) City (populations >100k) 3
MSPO I I City Suburban (>0.5km oul) 4] Postshop [___]
SPSO Yes or No? Town (populations <100k) 5
ResHr. Rural (populations <6300) 6 Browser [___]
Comm. Unclassified 7
Sat/Mobile ) L Bapoc. [__]
(( 1s the delivery point the same as the business address ? Is the equipment accessable at the business address? »)
Yes or No ? If No, state address. Yes or No ? If No, state address.
Rast Ra/St
Village Village
‘Town Town
‘County ‘County
Postcode [____] Posteode [dd
("who should be contacted at this outlet? —_[ ]
Is the outlet owned by [I If so enter company name [ ]
\a multiple company? Yes or No? )
(° Contract status Long Term Languages »
( Not required for Branch Offices) Temporary
Suspended Doanyofthe staff [_]
What employment status has the current Terminated speak Welsh? Yes or No?
Subpostmaster ? Officer in Charge
Tick one version one 6/98
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Private business
+ Super/Hypermarket
2 Convenience Store
3 Confectioner/TobacconistNews
+ General Store
s General Stationer
¢ Greetings Stationer
7 PharmacistChemist
s Garage/Service Station
® Miscellaneous
[Dominant
This private business is a [__ISustantial
Minimal
O
10 Only PO business is
conducted at this outlet
part of the retail offer
(up to 80 characters)
(tick one of the above 4 boxes)
(* POCL opening hours
(state actual hours not contractual hours)
Training
‘State start time if
Private Business hours
a Training day AM PM
Open Close Open Close (Access possible?) Open Close Open Close
Mon Mon
Tue Tue
Wed Wed
Thu Thu
Fri Fri
Sat Sat
Sun Sun
BHol BHol
XQ
ff Service cut off times
If none state none
Parcels
(Ordinary) Datapost
etc
The latest time a transaction could be processed that day, and not held over.
Royal mail
Registered
etc
Giro Lottery
Mon
Tue
Wed
Thu
Fri
Sat
sun
BHol
(© Local Non-Standard transactions
Add or Delete Code Description
If none state none
XQ
¢ from section A
y
There arel__Ipairs of forms for this change. _ This is side two of set O)
RDS Operations Confirmation.
Advance Change Conrol Number
Suffix for Correction File
CITT Tt)
This change has been successfully transmitted to Pathway on :
C4 OC 14
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appendix H
H. TRANSMISSION NOTE
OBC Procedure Revision OBC 40
Transmission Notice
This form is to be used to deliver revisions to procedures holders
Section 1 - To be completed by the procedure management team
Procedure holder
Date
To maintain the integrity of the procedures please remove and destroy the old version and replace with
the attached.
Procedure revisions attached
We also attach a list of the latest version numbers of the procedures. Please examine your copies and
ensure they align to these. Should you have any discrepancies please contact the appropriate
procedure management team
Section 2 - To be completed by the procedure holder
Please sign and date below to confirm receipt and return this form to the appropriate procedure
management team.
Signature:
Date:
Section 3 - To be completed by the procedure management team
On receipt back of this endorsed form, section 2 completed, the procedure management team will
update the version control database
Database updated (~ When completed)
Retention period 12 months, then destroy in accordance with Post Office Counters Ltd. environmental
policy
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