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POL00337563
Verizon Alerts: ‘
Ge) Recommendations Summary.
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Our Objective, Approach and Output
The purpose of this deliverable was to carry out a review of the Verizon Alerts that are received by Post Office Limited
(POL), by looking at how alerts are being categorised, processed and managed.
+ The approach was as follows:
Research and discovery, completed through interviews with key stakeholders
+ Review and analysis of data and processes
Summary of our observations and recommendations
+ Iteration and refinement of observations and recommendations before final sign-off.
The output of this review is a number of recommendations on how best to manage Verizon Alerts moving forwards,
to improve the experience for Postmasters.
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Summary of Recommendations 1/3
Below is a summary of the proposed recommendations as well as which observations they address
Produce an eduction piece on the importance of PRE checks and the Postmastrs rolein
Shore Term
completing them to retolve incidents on network connectivity and reduce the need for engines upaites (Lorna Owens)
‘st. This shoul be done through puting information inthe red olde, utlising videos and and BranchHub
knowledge eds on BranchHub and implementing a communications plan to support the lunch I + actives (Kathryn
ofthese initiatives. This will hep to enable the Inter recommendation of natiying Postraters of Wearne)
PRE checks using BranchHul independently, + No= Comms plan
(Sree Balichaneran)
‘Create a master log of contact det fr Postmastes so that they are readly avilable and + Observation I= inproving I » No See z
ensure that there i process for keeping these up to date. ‘Communietion With Bahchardean
Postmaster:
‘Notify Postmaster using BranchHub of an alert or indent dat requires thelr attention. Ths en I» Obreraton I—improving I > No —ServceNlow
bbe done by connecting ServiceNow data on the statu of lars and ess in the area to ‘Communication With Requests! Kathryn
BranchHub. Ths is being worked towards by Kathryn Weame and her tears. How this integrates I Postmasters Wearne
into the process ofthe OSD contacting Postmastrs regarding Verizon Ales needs to be
defined. + Medium Term
“Tofurther enhance the beneft ofnotiying Portrasters of alerts or incidents via GranchHub, I » Observation I —lmprowng I Yes Dan Addy
how to cary out PRE checks, 28 well a knowledge articles and checklsts around common isues
that may be causing the problem. QR codes shoud be detributed fr installation via branch
stock orders, with an accompanying change management approach to raise awareness ofthe rll
Postmaster:
POL is looking a allowing internet connectivity within Herizon sereens on counters so that ‘Communiertion With
BranchHub can also be tecested through this channel Postmaster
Provide branches with mobile phones with contact details tat are known by POL The phone I + Obseration I-Improving I» No—RelectedbyFOL I + Long Term
‘would be eal accessbe for Postmaster in branches and this addtional eommunieaton channel I Communication With
would assis in reaching Postmaste and therefore ald in resolving technical issues Postmaster
Install QR codes on routers whch provide a link toa landing page with instructional videos on I » Observation I improving I + No~ Mare ago > Shore Term
‘Communication With
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Summary of Recommendations 2/3
Below is a summary of the proposed recommendations as well as which observations they address
Incarporate an addtional point of communication between Postmasters and the DSD once an I» Observation I=Inproving I + No=TimPerking/ I + Mech Term
issue has been “resolved to ensure branches are trading 3 normal and to help prevent re- ‘Communication With Martin Godboid
7. I occuring issues continuing. This woud aso require DSD to spend more time communicating, Postmasters
‘with Postmastes and therefore the DSD may need additional resource for ths. How do the I + Observation 3 - Network
Service Desk know which ones they need to take that action on? (nate for Loma) Flapping /Sowness
“Tekets in the backlog need to be addressed through verifying wth Verzon that he laue inthe I * Observaton2~ Subsantal I» No—TimFerkins/ I» ShoreTerm
ticket i still occurring. For those that are, bringin temporary resources tothe OSD with the Ticket Bachog Martin Godbold
I s2le purpose of closing the backlog Ths addtional temporary resource should also conduct
analysis of trends amongst tickets inthe backlog to help improve the ticket management process
moving forward. A view of how DSD wil be organised to handle tickets moving forwards needs
‘tobe made following ths and once the backlog is cleared,
‘Reconcile the tickets inthe backlog against the ditabare of temporarily closed branches, so that I » Observation 2 Substaneal [+ No—ServeeNow I + shore Term—
I redundant tickets canbe closed. Moving forwards, a fg could be implemented in ckets on Ticket Backlog Request Reconciliation
ServicsNow that links to the syste containing information on if pavteuar branch is + Medium Term =
‘temporarily dosed. Tickets could then simply be dosed in such instances. SNOW request
Fujitsu could crete a HORlce report based on FAD code that identifies the Frequency ofbranch I» Obreratin}—Network I» No=Lorma Owens I shoreTerm—
to. I timeouts / reves. This report shoud then be utlsed bya POL resource to look pro-actively for I Fapping/ Sowness Horie request
network agin branches. This In tum would enable POL to address issues ahead of further + Medium Term =
escalation nd reduce the number af alerts rented. Mange ouput
11_I Assos the current eheshold used by Verizon fr multiple lw impact alerts in one location, I » Observation 3—Network [+ No-Lorma Owens/ I + MedumTerm
Prior to the creation af a proactive ticket in ServiceNow, to ensure this thresholdis appropdate. I __Fapping/ Slowness Vertzon Tea
Verizon to provide POL reporting on the investigation into the root causes and actions takento I + Observation 3—Network [+ No-Loma Owens! [+ shore Term
12_I address these tickets where the theshold is reached. Additional, Verizon should provide this I Rapping! Slowness Verizon Team
reporting over a raling 12 month period so that any trende can be explored
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Summary of Recommendations 3/3
Below is a summary of the proposed recommendations as well as which observations they address
CCatchpoint sa Verizon solution that can be uslzed to proncively monitor and fag where Yes Kathryn Wearne I» Medum Term
13. I branches may be experiencing latency issues or slowness, so that these issues can be addressed I Flapping’ Sowness
proactively, Verizon are curently awaiting POL signoff for tis tol to be implemented.
“The process fllowing implementation of Catchpoint needs to be defined the branches fagzed I > Obrervaon3—Nework I» No-Katheyn Wearne I» Long Term
“with tency isses requiring Postmaster input wauld berated ta the DSD, Verzon should Flapping! Slowness Gary Waker!
14 I conduct regular reporting of areasioranches who most frequently have these issues and provide Verizon Team
this to POL Addtonal DSD resources are likely tobe required extra alerts that need to be
checked with Postmaster are produced fram this new monitoring,
POL or Verizon to provide dita reporting around PRE checks and their outcomes. This wil ‘Observation 4 ‘No- Lorna Owens) I» ShoreTerm—
ts_ I erable further analysis onthe need ofthese checks based on therimpact Checks ServceNow Verizon I Analyse
Tem Medium Term —
Manage ouput
Installa diferent type of branch connectivity at outreach locations, where possible that couldbe I + Obseratin 5 Outreach I + No—MartinGodbold/ I + Medium Term
tg. I constant monitored. This would tke the form of permanent smile router at each location I novation Opportunites I Mare jgo/ Verizon Agree
‘2 alow network avalably to be dete~mined remotely by Postmaster, enabling wsiblity of Team Long Term =
networkissues in advance of ther vst. Implement
17 I Vise BeanchHub to sve Postmastes this vislity of network avalbility aero outreach ‘Observation Outreach I © No~ServceNew Tong Term
locations and provide an area specie view of walabilty/ connection status Irnovaton Oppertuntues
‘Request an independent network SME to analyse and determine whether the Verizon Solutionis. I » Observation 6~ Review No=Simon Olgmally I» Medum Term
18 I snappropriate solution for Postrasters and FOL when compared to wider indutry practice. Verizon Solution Diome Harvey
Independent SHE
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