POL00397327
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IT Directorate PSO Process Requirements
Specification Template
G031 Drop & Go
Requirements Specification
AUTHORS Business Analyst Kirstin Bloxam
Project Manager Barry Evans
Business Analyst Chris Bush
REVIEWERS Test Manager Tonvanne Wiswell
Finance Maria Chong
P&BA Paul Lebeter
Service Delivery Richard Poulton
Operations n/a
Marketing nla
Network Mark X Gibson
Compliance Nancy Saunders
Legal Jessica Madron
Security Dave King
IT and Change Michael Newcombe
SIGN OFF AUTHORITY I Sponsor Kim Lindsay
Business Architect Adrian Batt
CONFIGURATION — I D&G/REQ/002
REFERENCE NUMBER
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STATUS Request for approval
DATE 1st November, 2011
CIRCULATION
Contents
[ TOC \o "1-3" \h \z]
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1. Document Control
1.1 Version History
0.01 23'¢ June First draft (CB)
0.02 18" Aug Issued ( KB)
0.03 15" Sept 18t Revision
1.00 15 Nov Issued for approval
2011
1.2 Change Control
All requests for changes to this document should be sent to
the Process & Standards team at [HYPERLINK
"mailto:Process%20&%20Standards?subject=Request"]
1.3 References / Related / Dependent / Parent Documents
[1] PID Project Initiation V1.0
Document
(2) Feasibilit I Feasibility
y
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2. Introduction
These are the requirements governing the introduction of the Drop & Go
small business mails solution into the Crown network, and the completion of
the feasibility for a tiered mails account customer proposition.
2.1 Background
The Small Business segment makes in excess of 2 million branch visits per
week to Post Office branches; Small Businesses spend over £500m
annually, generating approx. £100m income.
A challenge which has consistently eluded Post Office is the identification of
these key business customers and their spending habits. This project will
offer these customers a valuable service and faster branch journey, and in
return it will provide us the capability to identify key small business
customers, to track and assess their spending patterns, directly market to
them and more effectively meet their mailing requirements
The customers in question typically they spend up to £5000 per year on mails
which makes them significantly larger than the average domestic customer.
They are very responsive to service level fluctuations and are most likely to
move to competitors if we fail to meet their needs.
Mails Distribution Agreement
A key part of the new distribution agreement with RMG will be around
servicing small business customers. POL has agreed to deliver 2000 small
business hubs whereby mails customers will receive a preferential service
and have access to small business club benefits; the Drop & Go service will
provide the platform to allow us to deliver the wider programme in the coming
years aligned with network transformation.
Drop & Pay is concerned with developing and implementing a service in
Crown Branches where registered small business customers can:
e Download a mails manifest from our website, indicating the number of
items to be posted and the service required
e¢ Come into branch and drop off their mail directly at the Fast Drop
counter (avoiding queuing) and receive a receipt for that number of
items from the counter colleague.
e The colleague can access the customer’s account using a mag-stripe
card, log that a certain number of mails items have been dropped off by
that customer and issue them a receipt.
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e Ata later time (before the branch cut off) the colleague can again
access the customers’ account, transact the mails items, debit the
customer's pre-loaded account and print out a transaction receipt.
e When the customer next comes in to drop off mails they will be given
the receipt for their pervious transaction.
2.2 Structure
This document will provide the following information;
e Section 3 describes requirements relating to the development
and implementation
e Section 4 covers Acceptance and Authorisation.
e Appendix A provides a glossary of terms and abbreviations.
e Appendix B provides details of assumptions made by the Drop
& Go project
2.3 Purpose and Scope of Document
This document describes requirements that the Drop & Go team have
identified as being necessary for delivery & includes all requirements
known to date.
2.4 Timescale of Project / Change
Milestone/Deliverable Date
POL IC 5th July
Requirements/ delivery plan agreed 18TH July
Gate 2 (approval into delivery) 27th July
APOP Metadata configured 2nd August
APADC Scripts agreed
13th September
Receipt Templates build
27th September
Produce high level testing plan 19- 23 Sept
Write low level testing steps 26 — 30 Sept
Cycle 1 testing 03 -14 Oct
Fix defects found in cycle 1 17-21 Oct
Cycle 2 testing 24-28 Oct
Fix outstanding issues and produce test report 31 Oct -5 Nov
Live Reference Data proving completed
11th November
Live System testing completed
11th November
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Milestone/Deliverable Date
Go Live Gate 9th November
Go Live (to 30 trial branches) 11 November
n. Post Implementation Review June 2012
2.5 Roles and Responsibilities
Kirstin Bloxam is the author and owner of this SOR. Drop & GO project
team members have consulted with key members of Post Office Ltd &
the resulting requirements are quoted here.
Each requirement states (where known) who the owner is within Post
Office Ltd.
Business Architecture Team have final approval over the SOR’s fitness
for purpose.
3. General Requirements
Security
Reference IG31-0001
Requirement [When the customer opens an account as a sole
trader or internet seller, they shall provide one
form of recognised personal ID and one form of
ID which verifies their address, The documents
provided must comply with Anti Money
Laundering requirements
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date __IGo live
Owner [Tony Newman, Security
Acceptance _ IThe proof of ID number is captured in Horizon
criteria transaction
Acceptance __ITest
method
Reference \G31-0002
Requirement When the customer opens an account as a small
business, they shall provide a Letter of authority
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lon company headed paper which names them
(the customer in branch) as the nominated
contact. They shall provide one form of
recognised personal ID which confirms this. They
shall also provide a certificate of Incorporation.
[The documents provided must comply with Anti
iMoney Laundering requirements
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date [Go live
Owner [Tony Newman, Security
Acceptance __IThe proof of ID number and the Company
criteria Inumber is captured in Horizon
Acceptance [Statement of fact. Test
method
Reference 631-0003
Requirement When the customer edits an account as a small
business, they shall provide one form of
recognised personal ID which confirms that’s they
lare the nominated contact person for the account.
If it is for a change of address they shall provide
proof of old address and of new address. If it is
for change of company name the customer shall
provide the certificate of corporation for the
lexisting business and the certificate for the new
company name. The documents provided must
comply with Anti Money Laundering requirements
Impacted System/s\Horizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date [Go live
Owner [Tony Newman, Security
Acceptance __ IThe proof of ID number and the Company
criteria Inumber is captured in Horizon
Acceptance [Statement of fact. Test
method
Reference IG31-0004
Requirement When the customer edits an account as a sole
trader or internet sellers, they shall provide one
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form of recognised personal ID. If it is for a
change of address they shall provide proof of old
laddress and of new address. If it is for change of
Iname the customer shall provide proof of their old
land new name name. The documents provided
Imust comply with Anti Money Laundering
requirements
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date [Go live
Owner [Tony Newman, Security
Acceptance _ IThe proof of ID is provided and complies with
criteria AML requirements
Acceptance [Statement of fact.
method
Reference (631-0005
Requirement When the customer completes the closure of an
laccount as a small business they shall provide
lone form of recognised personal ID, which
confirms the contact name in Horizon. If the
lperson named as the contact is no longer working
for the company then the person requesting the
closure must provide a letter of authorisation on
headed company paper, naming them as the
Inominated and authorised contact to complete
ithe closure of the account. The documents
provided must comply with Anti Money
Laundering requirements
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date _IGo live
Owner [Tony Newman, Security
Acceptance _ IThe proof of ID and authorisation is provided and
criteria complies with AML requirements
Acceptance [Statement of fact.
method
[Reference _IG31-0006
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Requirement
When the customer completes the closure of an
laccount as a sole trader or internet seller they
shall provide one form of recognised personal ID.
If it is for a change of address they shall provide
proof of old address and of new address. If it is
for change of name the customer shall provide
proof of their old and new name name. The
documents provided must comply with Anti
IMoney Laundering requirements
Impacted System/sI
Horizon
Impacted Customer Journey
Processes
Priority Essential
Delivery date __IGolive
Owner [Tony Newman, Security
Acceptance _ IThe proof of ID number and the Company
criteria Inumber is captured in Horizon
Acceptance [Statement of fact. Test
method
Reference 631-0007
Requirement
[T&Cs to reflect that it’s a customer’s responsibilityI
to update their ID/ contact details in the event that
their nominated representative changes
Impacted System/sI
Impacted (Customer Journey
Processes
Priority Essential
Delivery date _IGo live
Owner [Tony Newman, Security
Acceptance _IT&Cs display the customers responsibilities
criteria clearly
Acceptance [Document review
method
Legal
Reference (31-0008
Requirement
The customer's handover receipt or manifest
cannot function as a proof of postage, as the
lactual address of the mail will not have been
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ichecked within this transaction.
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date [Go live
Owner Wessica Madron
Acceptance [Guidance provide in counter staff training and
criteria T&C'S
Acceptance Document review
method
Reference \G31-0009
Requirement
We will use the same compensation amounts/
assumptions as Royal Mail in case of lost mails.
Impacted System/sI
Horizon
Impacted (Customer Journey, Lost Mails process
Processes
Priority Essential
Delivery date __IGolive
Owner Jessica Madron
Acceptance {Same criteria described in T&C’s
criteria
Acceptance Document review
method
Reference (631-0010
Requirement
lf a customer does not present a completed
manifest, they cannot complete a D&G
transaction, as we will not know/ be able to
confirm how many items have been dropped off
land which services have been requested
Impacted System/sI
Horizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date _[Golive
Owner Wessica Madron
Acceptance [Required prompt present on Horizon script.
criteria Process defined in branch training material
Acceptance Document review and test script
method
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Reference
\G31-0011
Requirement
There shall be a prompt for the clerk to ask the
customer to confirm their name and check that
this is the account holder details on screen; this
increases security and decreases our liability in
icase of fraudulent use
Impacted System/s\Horizon
Impacted (Customer journey
Processes
Priority (Optional
Delivery date [Go live
Owner Wessica Madron
Acceptance __ITest question present on APADC script
criteria
Acceptance _ ITest
method
Reference IG31-0012
Requirement
[The customer data must belong to Post Office,
land not held or shared with external suppliers
Impacted System/sI
Horizon, APOP
Impacted (Customer Data
Processes
Priority Essential
Delivery date [Go live
Owner Jessica Madron
Acceptance [Data stored on APOP and owned by POLtd.
criteria T&C's and application form both contain this
statement
Acceptance [Statement of fact
method
Reference \G31-0013
Requirement
The Application Form must reflect the approved
[T&Cs.
Impacted System/sI
In/a
Impacted (Customer Journey
Processes
Priority Essential
Delivery date _IGo live
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Owner Jessica Madron
Acceptance Application form updated with approved T&C’s
criteria
Acceptance [Document review
method
Reference IG31-0014
Requirement
[There should be an Opt In tick box to agree to
lbeing offered other postal services
Impacted System/sI
Horizon
Impacted (Customer Journey, Customer data
Processes
Priority (Optional
Delivery date [Go live
Owner Jessica Madron
Acceptance [There must be an opt in tick box present on the
criteria Application form
Acceptance Document review
method
Comms
Reference IG31-0015
Requirement
The Drop & Go comms should be aligned with the
Mails strategy activity
Impacted System/sin/a
Impacted
Processes
Priority Preferred
Delivery date _IGo live
Owner Kim Lindsay
Acceptance Drop & Go comms plan agreed and signed off by
criteria mails strategy team
Acceptance [Document review
method
P&BA
Reference IG31-0016
Requirement
(Customer enquires to be managed by POEX
contact centres, and branch enquiries to be
Imanaged by NBSC contact centres. Scripts and
lprocess maps will be provided to support 1°
contact issue resolution. Resolution timescales to
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lbe agreed
Impacted System/sI
Knowledge databases — Remedy (NBSC) and
Seibel ( POEx)
Impacted POEX, NBSC processes
Processes
Priority Essential
Delivery date [Go live
Owner Richard Poulton
Acceptance __ All processes and scripts and training manuals
criteria will be documented, distributed to POEX and
INBSC, to quality and timescales by 3/11/11
Acceptance Document review
method
Reference \G31-0017
Requirement
Unresolved issues will be escalated to P&BA
ito be defined and agreed. Will differ dependant
team, as per BAU process. Resolution timescales
jon query type
Impacted System/sin/a
Impacted P&BA issue resolution
Processes
Priority Essential
Delivery date 80" October
Owner Paul Lebeter
Acceptance [Process and timescales agreed
criteria
Acceptance Design walk through
method
Reference IG31-0018
Requirement
Exception processes to be defined for the
following — Branch loses mail, Branch miskeys
top up or mail items, branch processes wrong
service, Customer disputes balance, branch
Imisses posting cut off time, mismatches mail to
customer account, clerk interrupted whilst
rocessing, clerk settles to cash.
Impacted systems
APOP, Horizon
Impacted IP&BA issue resolution
Processes
Priority Essential
Delivery date 80" October
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Owner Paul Lebeter
Acceptance Exception processes must be documented,
criteria version controlled and signed off by P&BA
stakeholders
Acceptance [Document walk through
method
Reference 31-0019
Requirement IP&BA must be able to issue a transaction
correction to branches
Impacted System/sIHorizon
Impacted [Transaction corrections, branch processes
Processes
Priority Essential
Delivery date _IGo live
Owner Paul Lebeter
Acceptance [Service available and functional
criteria
Acceptance [Statement of fact Test
method
Reference 31-0020
Requirement [There must be an APOP function available to
Imanually adjust ( credit or debit) balances, which
lis managed by the Admin user profile
Impacted System/sAPOP
Impacted
Processes
Priority Essential
Delivery date __IGolive
Owner Paul Lebeter
Acceptance Function available
criteria
Acceptance [Design walk through and Test
method
Reference \G31-0021
Requirement [The customer account number must be recorded
iin all transactions
Impacted System/sIAPOP, Horizon, Credence
Impacted Ina
Processes
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Priority Essential
Delivery date _IGo live
Owner Paul Lebeter
Acceptance Account number must be visible in all AROP
criteria transaction records
Acceptance [Test
method
Reference \G31-0022
Requirement IA new SAP account must be set up to manage
Drop&Go
Impacted System/sISAP.
Impacted In/a
Processes
Priority Essential
Delivery date [Go live
Owner Paul Lebeter
Acceptance INew SAP Account set up and live
criteria
Acceptance __ITest
Reference IG31-0023
Requirement
(Customers shall be restricted to only using their
account at one branch
Impacted System/sIAPOP.
Impacted (Customer journey
Processes
Priority Essential
Delivery date __IGo live
Owner Paul Lebeter
Acceptance IAPOP system will restrict use of the card at any
criteria lother branch apart from the customers allocated
branch
Acceptance Document review and Test
criteria
Reference \G31-0024
Requirement
Data will be built in existing universes
Impacted System/sI
(Credence
Impacted
In/a
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Processes
Priority Essential
Delivery date _IGo live
Owner Paul Lebeter
Acceptance isibility of data in existing universes
criteria
Acceptance Test
method
Reference 31-0025
Requirement [The close account transaction should not include
la barcode. The customer account number should
lbe provided instead
Impacted System/siN/A
Impacted In/a
Processes
Priority Preferable
Delivery date __IGo live
Owner Paul Lebeter
Acceptance _ IThe letter that is created for the close account
criteria transaction should have only the customer
account number to identify the account
Acceptance [Statement of fact
method
Reference \G31-0026
Requirement IThe project must provide a central budget where
Inegative arrears can be written off
Impacted System/sIIPOLSAP
Impacted P&BA reconciliation
Processes
Priority Preferable
Delivery date _IGo live
Owner Paul Lebeter
Acceptance _ [Budget provided
criteria
Acceptance [Statement of fact
method
Reference \G31-0027
Requirement _ {lf a customer account is incorrectly debited or
conversely not debited, there must be a facility to
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rectify the error and notify the customer after the
levent
Impacted System/sJPOLSAP,APOP
Impacted P&BA reconciliation
Processes
Priority Essential
Delivery date [Go live
Owner Paul Lebeter
Acceptance _ IThe exceptions process for rectifying accounts
criteria Imust demonstrate how this works
Acceptance Design walk through
method
Managed Services
Reference IG031- 0028
Requirement {Any changes to the process, Network, significant
change in customer base or impacted systems
Imust have engagement with Service
IManagement
Impacted System/sin/a
Impacted (Change Control
Processes
Priority Essential
Delivery date [Go live
Owner Richard Poulton
Acceptance [Mutual agreement in place
criteria
Acceptance __ [Statement of fact
method
Reference IG031- 0029
Requirement IThe appropriate processes are in place to
Imanage incidents that affect the delivery of the
service
Impacted System/sin/a
Impacted Business Continuity
Processes
Priority Essential
Delivery date _IGo live
Owner Richard Poulton
Acceptance (All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 2 weeks prior to Go live
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Acceptance Design walk through, document review
method
Reference IG031- 0030
Requirement IAll communications to customers and branches
lmust be provided to the support centres prior to
igo live
Impacted System/sin/a
Impacted (Communication
Processes
Priority Essential
Delivery date IGolive
Owner Richard Poulton
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 1 weeks prior to Go live
Acceptance Document review
method
Reference \G031-0031
Requirement [Appropriate budget allocation for additional
consumables allocated
Impacted System/sin/a
Impacted Consumables
Processes
Priority Essential
Delivery date [Go live
Owner Richard Poulton
Acceptance Appropriate budget agreed and allocated to
criteria ladditional consumable pot
Acceptance [Statement of fact
method
Reference \G031- 0032
Requirement [Develop and agree any new/changes to Contact
(Centre processes and scripts
Impacted System/sIN/A
Impacted (Contact Centre Processes and Scripts
Processes
Priority Essential
Delivery date _[2 weeks prior to Go live
Owner Richard Poulton
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
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Service delivery 2 weeks prior to Go live
Acceptance Document review
method
Reference \G031-0033
Requirement
(Clear, appropriate, defined and documented
Incident Management Processes for all possible
Incidents including Major Business Continuity
Incidents (MBCI).
DN: Service Gateway Team to obtain PATH code
from Service Delivery Live Service Desk and
include in contract or OLA - required by Supplier
when contacting Live Service desk
Impacted System/sI
IN/A
Impacted Incident Management
Processes
Priority Essential
Delivery date _IGo live
Owner Richard Poulton
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 2 weeks prior to Go live
Acceptance [Document review
method
Reference \G031- 0034
Requirement
Documented MI requirements for MI from
INBSC/POEX, Web Team for Gomez or Omniture
Imonitoring
Impacted System/sI
IN/A
Impacted Management Information
Processes
Priority Essential
Delivery date __IGolive
Owner Richard Poulton
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 2 weeks prior to Go live
Acceptance Document review
method
Reference IG031- 0035
Requirement
[The project shall provide Service Delivery with an
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IOLA prior to Go Live
This should include but not be limited to:
- Business process map (using swim lanes)
- Areas of responsibility
- Processes that fall within/across each area of
responsibility
- Method by which the processes will be carried
lout
- Time at which the processes will be carried out.
- Escalation Contact Points
- Incident Management Processes
Impacted System/sI
IN/A
Impacted (Operational Level Agreements
Processes
Priority Essential
Delivery date __[2 weeks prior to Go live
Owner Kirstin Bloxam
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 2 weeks prior to Go live
Acceptance [Document review
method
Reference IG031- 0036
Requirement
The Project shall ensure that there are clearly
defined and documented processes in place for
ithe management of problems that have been
identified as result of single or multiple incidents.
Impacted System/sI
IN/A
Impacted Problem Management
Processes
Priority Essential
Delivery date 2 weeks prior to Go live
Owner Kirstin Bloxam
Acceptance All required documents to be version controlled,
criteria signed off by stakeholders, and provided to
Service delivery 2 weeks prior to Go live
Acceptance Document review. Design walk through
method
Reference \G031- 0037
Requirement
Tagging, Incident management, customer flows
land processes to be documented and agreed
Impacted System/sI
Internet
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Impacted In/a
Processes
Priority Essential
Delivery date [Go live
Owner Richard Poulton
Acceptance All required documents to be documented,
criteria ersion controlled signed off by stakeholders, and
provided to Service delivery 2 weeks prior to Go
live
Acceptance [Document review. Design walk through
method
Branding
Reference IG31-0038
Requirement {The branding for the plastic mag cards will meet
POL Branding standards
Impacted System/sIHorizon
Impacted
Processes
Priority Essential
Delivery date 80.09.2011
Owner Kim Lindsay
Acceptance All branding agreed and signed off by
criteria stakeholders
Acceptance Document review
method
Reference IG31-0039
Requirement Each customer will be given a customer welcome
pack that contains information on how the Drop
(« Go process works, T&C’s , manifests,
Impacted System/sIHorizon
Impacted (Customer Journey
Processes
Priority Essential
Delivery date 80.09.2011
Owner Kim Lindsay
Acceptance _ All agreed content is available in the welcome
criteria acks
Acceptance __ [Material and document review
method
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Network
Reference IG31-0040
Requirement {Anti Money Laundering requirement shall mean
that there will be a max deposit of £250 in the
customer's account, and minimum time between
(deposit/ withdrawal of 7 working days
Impacted System/sIHorizon
Impacted Customer Journey
Processes
Priority Essentail
Delivery date 81S" August
Owner Kim Lindsay
Acceptance Agreed limits reflected in T&C’s
criteria
Acceptance Document review
method
Reference IG31-0041
Requirement __[Training/ Comms to indicate business rules
laround which order to process the mails in ie SD,
recorded, standard etc.
Impacted System/sin/a
Impacted Mails
Processes
Priority Essential
Delivery date __IGolive
Owner Kim Lindsay
Acceptance Business rules are documented and included in
criteria fall training and_comms material
Acceptance Document review
method
Reference IG31-0042
Requirement Before processing, the customers mail must be
stored in the Drop & Go mail bags in an agreed
secure area within the branch
Impacted System/sjn.a
Impacted mails
Processes
Priority Essential
Delivery date [Go live
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Acceptance criteriaiStorage requirements are all documented and
communicated A secure area is agreed and
available in all branches
Acceptance Statement of fact, document review
method
Reference IG31-0043
Requirement [Branch Managers will determine and agree their
lown service cut off time, ensuring that they have
laccounted for enough time to process the mails
before the Special Delivery cut off time.
Impacted System/sin/a
Impacted Mails processes
Processes
Priority Essential
Delivery date _IGolive
Owner Mark X Gibson
Acceptance _ IThe mail drop off cut off times will be agreed
criteria locally by the branch manager. This will be
Imanually documented in the customer welcome
ack the clerk when issuing to the customer
Acceptance Document review
method
Reference IG31-0044
Requirement Each branch to have a set of approved scales at
ithe Fast drop counter, and the appropriate Fast
drop signage will be displayed.
Impacted System/sin/a
Impacted (Customer journey, Branch standards
Processes
Priority Essential
Delivery date [Go live
Owner Mark x Gibson
Acceptance All branches have the required working scales
criteria land correct signage displayed at the fast drop
counter
Acceptance __IStatement of fact.
method
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Compliance
Reference IG31-0045
Requirement (Requirement from Compliance for this project to
Inot negatively impact the current Mails Integrity
standards which we have agreed with Royal Mail.
Impacted System/sin/a
Impacted Mails integrity processes
Processes
Priority Essential
Delivery date [Go live
Owner Wean Price
Acceptance _ IThe process meets all mails integrity standards
criteria
Acceptance __ [Statement of fact, design walk through
method
Reference \G31-0046
Requirement [There shall be a clause in the ‘Terms and
conditions’ to indicate that a customer must keep
their account funded; if mails are not sent due to
la lack of funds in the account then this is the
responsibility of the customer, not a POL risk.
Impacted System/sin/a
Impacted IBranch processes
Processes
Priority Essential
Delivery date [Go live
Owner Jean Price
Acceptance ___ IThe clause will be included in the T&C’s and
criteria singed off by Legal
Acceptance [Document review of T&C’s
method
3.1 Customer Experience
(behaviours, norms and values of the organisation.)
Reference _IG31 — 0047
Requirement {All counter staff should be fully aware and trained in
the Drop & Go processes
Impacted Horizon
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System/s
Impacted Branch processes
Processes
Priority Essential
Delivery date _IGo live
Owner [Training Team
Acceptance All counter staff will be provided with a training
criteria pack, delivered to required timescales and quality
I. This training will be delivered by the branch
manager during WTLL and training material will be
made available in a ‘How To’ guide pack
Acceptance Statement of fact, document review
method
Reference IG31 — 0048
Requirement [There will be counter staff resource time allocation
imade to the Drop & Go counter, to ensure that
customers are able to drop off their mails without
queuing
Impacted Horizon
System/s
Impacted Branch processes
Processes
Priority Essential
Delivery date __IGo live
Owner
Acceptance Allocation of resource time is agreed and adhered
criteria to by each participating branch
Acceptance Statement of fact
method
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3.2 Facilities & Layout
Reference _IG31-0049
Requirement [Branches will require a stock of at least 10 mail bags
(orange in colour)
Impacted n/a
System/s
Impacted In/a
Processes
Priority Essential
Delivery date _IGo live
Owner Equipment team
Acceptance {10 Bags in kept in stock at all times
criteria
Acceptance IStatement of fact
method
Reference _IG31 -0050
Requirement [Branches will be required to keep Welcome packs
land application forms in stock
Impacted In/a
System/s
Impacted Branch standards
Processes
Priority Essential
Delivery date _IGo live
Owner Network
Acceptance Branch will have a minimum of 25 packs in stock at
criteria lany time
Acceptance [Branch Stock check
method
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Reference _IG31-0051
Requirement {Branches will need to have an agreed secure area
where mail bags can be stored prior to processing
Impacted In/a
System/s
Impacted Branch standards, Mails integrity
Processes
Priority Essential
Delivery date [Go live
Owner Mark x Gibson
Acceptance ISecure area to be labelled and all branch staff will be
criteria laware
Acceptance IStatement of fact
method
3.3 People
Reference G31 -0052
Requirement [There will be a nominated Drop & Go ‘expert’ in
leach branch, who will be the main contact for all
Drop & Go activity
Impacted System/s In/a
Impacted In/a
Processes
Priority Preferred
Delivery date _IGo live
Owner Network
Acceptance criteriaIEach branch will have communicated their
Inominated clerk to project team
Acceptance Statement of fact
method
3.4 Performance (Targets & Measures)
Measurable aspect of the business.
Reference IG31- 0053
Requirement [To reconcile SAP and APOP balances totals, there
Imust be weekly and monthly reporting
Impacted System/sIAPOP, SAP
Impacted
Processes
Priority Essential
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Delivery date _IGo live
Owner Paul Lebeter
Acceptance criteriaITest that reports demonstrate SAP and APOP
balances correctly
Acceptance Test
method
3.5 Process
Reference IG31- 0054
Requirement IThe customer must be able to Open a new Drop &
(Go account in all crown branches. They will be
issued with a welcome pack, mag card and must
top up their account with £20 minimum
Impacted System/sIHorizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date __IGo live
Owner Kim Lindsay
Acceptance criteriajAll designated Drop & Go branches will have 25
welcome packs and mag cards in stock at go live.
The horizon system must have the required
lupdates to manage the Open account transaction,
land new account details record will be present in
AAPOP
Acceptance (Check of stock and test Horizon transaction
method
Reference IG31- 0055
Requirement IThe customer shall be able to request to update
their account details in branch ,and the clerk must
lbe able to process this transaction on Horizon in
real time
Impacted System/sIHorizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner IKim Lindsay
Acceptance criteriaj\Customers account details will be updated
successfully in the Horizon system in near real
time, and new details will be visible in APOP
(database
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Acceptance Test systems
method
Reference IG31- 0056
Requirement IThe customer shall be able to check their account
balance at the counter by presenting their Drop &
Go mag card
Impacted System/s IHorizon, APOP
Impacted (Customer Journey
Processes
Priority Essential
Delivery date __IGo live
Owner Kim Lindsay
Acceptance criteriaIThe system will present the customers account
balance when the clerk selects ‘balance and top
lup’ from the Drop & Go menu and the customers
icard has been swiped
Acceptance [Test system
method
Reference IG31- 0057
Requirement IThe customer shall be able to Top up their account
balance at the counter by presenting their Drop &
(Go mag card. The balance must not exceed £250,
land there shall be a minimum Top Up of £5
Impacted System/sIHorizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner IKim Lindsay
Acceptance criteria/The system will allow a Top up of the customers
laccount balance when the clerk selects ‘Balance
land Top up’ from the Drop & Go menu and the
customers card has been swiped. The system will
lbe configured so that the balance will not be able
to exceed £250, and there shall be a minimum
[Top Up of £5
Acceptance Test
method
[Reference _IG31- 0058
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Requirement
The customer must prepare and mark their mails
with the service they that require, and reflect this
information on the manifest. This preparation must
happen prior to handing over the mails for
rocessing at the counter
Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteria
The welcome pack will include clear directions to
ithe customer on their responsibilities. The counter
training will include the ‘prepare mail’ process, so
that the clerk is aware of the customer's
responsibilities.
Acceptance Document review
method
Reference IG31- 0059
Requirement
(The clerk shall count the number of mail items that
ithe customer drop off for processing. They must
lenter this number on the Horizon system, by
selecting ‘Count mail’ from the Drop & Go menu.
They shall then print a receipt and hand this to the
customer
Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGolive
Owner Kim Lindsay
Acceptance criteria
The system will display the count mails option, it
will allow the clerk to enter a numerical figure, and
lassociate this with the customers account, saving
this in the Horizon system. There will be a ‘Count
mails’ receipt for printing which contains this
information
Acceptance Test, design walk through
method
Reference \G31- 0060
Requirement
[The Horizon system must allow the clerk to identify
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ithe customers account, without the customer
lpresent. The account number shall be manually
entered by selecting ‘ Start process mails’. The
laccount balance from APOP must then be able to
be transferred into the Horizon ‘basket’
Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteria
The system displays the ‘Start process mails’
loption, it allows the clerk to enter an account
Inumber figure, and this locates and displays the
customers account in the Horizon system. There
will be a message which gives the clerk the option
to transfer the customers balance from APOP into
the Horizon basket
Acceptance Test, design walk through
Method
Reference IG31- 0061
Requirement
The Horizon system must allow the clerk to
lprocess the customer's mail items as per postal
services BAU mails process. The cost of the total
Imails item processed must be debited from the
lbasket total. There must be the ability to select
Certificates of Postage and print a receipt to detail
the mails transactions
Impacted System/s
Horizon, APOP
Impacted (Customer Journey, Mails processes
Processes
Priority Essential
Delivery date IGo live
Owner Kim Lindsay
Acceptance criteria
The system allows the clerk to navigate from the
IStart process mail’ transaction to the Mails Home
lpage. The basket total will be debited from the
stack total (which is the customers balance) The
ICoP can be selected and a mails receipt is printed
successfully. A revised customer balance will be
isible in APOP
Acceptance
method
Test, design walk through
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Reference
IG31- 0062
Requirement
The Horizon system must allow the clerk to
complete the mails transaction, and transfer the
remaining balance from the basket back to the
customers account
Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteria
The system will display the ‘End process mails’
option, it allow the clerk to select an option to
transfer the remaining balance back into the
customer account. The balance will transfer and
this will also be displayed as the new balance in
APOP in ‘near real’ time
Acceptance Test, design walk through
method
Reference IG31- 0063
Requirement
The Horizon system must allow the clerk to
suspend a customers account if a card has been
lost or stolen
Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteria
The system shall display the ‘Lost damaged card’
loption, it will allow the clerk to enter an account
Inumber, and this locates and displays the
customers account in the Horizon system. There
will be a message on Horizon to ‘Suspend Card’
land then to ‘Issue replacement card’. This will be
isible in APOP as a status to change to ‘active’.
Acceptance Test, design walk through
method
Reference IG31- 0064
Requirement
When a new card has been issued the APOP
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database shall record the new card number , which
shall contain a reference to the old card number
Impacted System/s
APOP, Horizon
Impacted APOP admin processes
Processes
Priority Essential
Delivery date _IGo live
Owner Paul Lebeter
Acceptance criteria
[The APOP record must display both the new card
Inumber and the old card number
Acceptance Test
method
Reference IG31- 0065
Requirement
The Horizon system must allow the clerk to close
lan account at the customer's request. The account
Imust then be ‘suspended and un -useable, until
the ‘Close account process has been progressed
Impacted System/s
Horizon, AROP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteria
The system displays the ‘Request close’ option
land after swiping the mag card this will locate and
display the customers account in the Horizon
system. There will be a message which gives the
clerk the option to ‘suspend’ the customers
laccount in Horizon. This will also be visible in
IAPOP as a status change to ‘suspend’ in near real
time. This will link to the exceptions process APOP
status changes .
Acceptance Test, design walk through
method
Reference IG31- 0066
Requirement
The Horizon system must allow the clerk to
complete the close account process at the counter,
ion production of their ‘Close account authorisation
letter and the required ID (as stated in G31-0001)
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Impacted System/s
Horizon, APOP
Impacted (Customer Journey,
Processes
Priority Essential
Delivery date __IGo live
Owner Kim Lindsay
Acceptance criteria/The system displays the ‘Complete close’ option; it
lallows the clerk to view the outstanding account
balance. The system displays an option for the
clerk to confirm that they have settled the
loutstanding balance with the customer. The APOP
system will display a revised balance of £0 anda
change to status of ‘Closed’
Acceptance Test, design walk through
method
3.6 System
Reference (G31- 0067
Requirement A New APOP Service will be created to support
the product, by defining the required Meta Data to
use purely existing APOP functionality. This
Service will store Drop & Go account details in
POP and be the master for the account details
land account balance.
The creation of a new APOP Admin Super User
by Fujitsu CR will enable P&BA to gain admin
access to this service for use.
Impacted System/sAPOP
Impacted [Horizon Counter and P&BA APOP Admin
Processes
Priority Essential
Delivery date [Go live
Owner Kim Lindsay
Acceptance — APOP Service supports Horizon transactions and
criteria IP&BA processes, proven by POL testing.
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Acceptance _ [Test
method
Reference (631-0068
Requirement
New Reports will be produced from APOP via the
overnight batch to cover Reconciliation against
IPOLSAP, various exception scenarios and
production of letters. This will use the existing
AAPOP functionality again defined by the APOP
Meta Data for the service.
A change to add the service to the batch
Schedule by Fujitsu CR will enable this
production of these reports.
Impacted System/sAPOP
Impacted IP&BA APOP Admin
Processes
Priority Essential
Delivery date Go live
Owner Kim Lindsay
Acceptance New reports all generated by the overnight batch,
criteria proven by POL testing.
Acceptance __ITest
method
Reference (631-0069
Requirement
Financial Data captured by the Horizon
transactions will feed to POLSAP via the existing
interface. The P&BA part of the OBC process will
define how the required financial information will
feed to what POLSAP GL.
Impacted System/sI
IPOLSAP
Impacted
Processes
IP&BA Accounting and Reconciliation Processes
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Delivery date [Go live
Owner Kim Lindsay
Acceptance Financial data feeds to POLSAP GL as required,
criteria proven by POL testing.
Acceptance __ITest
method
Reference (631-0070
Requirement [Transaction data will feed to Credence from
Horizon via the existing BAU process
supplemented by a Logica CR to ensure the
correct mapping of data to fields that can be used
for reporting.
[The reports will be created by P&BA and will
cover Reconciliation to POLSAP and APOP.
Impacted System/s(Credence
Impacted P&BA APOP Admin
Processes
Priority Essential
Delivery date Go live
Owner Kim Lindsay
Acceptance [Transaction data fed to Credence and available
criteria for reporting by P&BA.
Acceptance __ [Test
method
3.6 Receipt requirements
Receipts — Customers will be provided with receipts for each Drop &
Go transaction. The branch will require a receipt to be held with
customer’s mails in order to access the customers account and process
mails without the customers present
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Please see attached templates and overview of content below
(Company Name
[Contact name
[Transaction value
[Balance
[Transaction type
Wag card number
[No of items
Branch Receipt: Trans type displayed: [Open Account [Balance Enquiry [Top Up. {Count Mails [Count Mails with Top Up __IEnd Process Mais [Edit Account [Request Close
‘Customer Receipt Trans type displayed: [Open Account [Balance Enquiry [Top Up. Walls Handover _[Mails Handover with Top Up [Malls Processed _ [Changes fo Account Details [Account Closure Reqt
Extra wording for Customer receipt: Thanks, [Thanks for asking] Thanks for I Weve acoepled I Thanks for Topping Up your I Thanks for posting] Thanks for updaing your I Your account closu
your Drop & Go I fora Balance I Topping Up your I your mails tems ‘account maisitems using I acount details, requests being
‘Account is now Enquiry. ‘account, ‘for processing. I Balance shown is current and} Drop & Go. Your processed.
Open, lndudes this Top Up. There I account had been I Balance shown includes all
Balance shown I Balance shown is} Thisisnota I maybe some recent tems I debited with the I items we've processed. ‘Youll receive a lett
‘You can take I includes al items I current and Certificate of I we've sil to process that I above amount. I There maybe some recent } shortly which wil et
Mails Nems —} we've processed. includes this Top Posting. ‘wor't be included. items we've stil 1 process I finalise the dosure <
directly ioa Fast } There maybe I Up. Theremay Balance shown is I that won'tbe induded. I collect your remaini
Drop position at Jsome recent items} be some recent IAny Mails receipisI This is nota Cerfficate of I current and takes balance from the brat
your branch using] we've sil io [items we've sill ioI or Cerificales of Posing, account of the
your card. I process that won'] process that wont). Posting can be items posted
bbe included. be induded. Icollected from the] Any Mails receipts or
Inext working day if] Certificates of Posting can beI This is nota
Dont forget you items were I collected fom the next I Cerificate of
‘can top up your \dropped off before} working dayifitems were Posing
‘account at any ‘he branch's Last) dropped off before the
‘ime at your Drop Off Time. I branch's Last Drop Off Time.
branch using yourI
card,
Length of wording 135 26 1665 ma Es] mM 72 13
Reference IG31- 0071
Requirement IThe Horizon system must generate a receipt for
leach 11 transactions, which will have the following
fields available. For each receipt there must be a
branch and customer version. The branch version
Imust contain the mag card number field and the
customer version must not. The template will be
ithe same for each receipt, but only the required
fields will be present. Please see fourth attachment
for details of field required
Company Name
Contact name
Transaction value
Balance
Transaction type
Mag card number
No of items
Impacted System/s IHorizon, APOP
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Impacted (Customer Journey,
Processes
Priority Essential
Delivery date _IGo live
Owner Kim Lindsay
Acceptance criteriaIThe receipts display and print the required fields
for both customer and branch receipts
Acceptance Test
method
3.7 Other requirements
It is recommended this additional, optional section is included to
cover more general requirements that do not fit into an
appropriate heading.
It would not be possible in any single document to include all
areas requirements should cover but as a prompt, consider if
those listed below have any specific requirements.
Complaint Handling — as BAU
Enquiries—see P&BA requirements
Out of Hours — there will be no out of hours service provision
Network — this service will only be available in crown branches
Methods of Payment — Drop & Go services may be purchased with
cash, credit & debit cards. Cheques accompanied by a cheque
authority card will also be accepted
Error Management — Exceptions processes have been developed for
the following incidents
o Branch processes wrong service
o Branch adjusts wrong customer account
o Clerk settles transaction to cash
o Customer disputes balance
o Mail or manifest is incorrect/missing information
o Customer has insufficient credit
o Closing account where nominated person is not available
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o Death of customer
Existing software and systems — APOP, Horizon and Credence are
the required systems to support this service
Strategy — this project is aligned with the Mails strategy
Projected Volumes — we expect that each branch will attract 25
customers in the first 6 months. On the 11/11/11 we will launch to 30
branches to trial with a view to roll out to the rest of the crown network
in Feb 2012
Archiving — the APOP data will be archived after 2 years
Helpdesks — see P&BA requirements. NBSC will support branch
enquiries and POEX will support customer enquiries
4. Acceptance and Authorisation Criteria
4.1 Acceptance Criteria
For each requirement or set of requirements (which ever is deemed to
be more appropriate) each of the following criterion must be fully
achieved before authority is given by the Design Authority for the
delivered solution to be accepted.
e The requirements must be described in full in the Service
Requirements Specification (SRS) and the supplier must
demonstrate a good understanding of
the requirements within this document.
e The requirements must be described in full in the Service Design
Specification
(SDS) and there must be strong evidence that they are fully
understood by the
supplier.
e Requirements must be included in the release for which they are
planned.
e Requirements must be fully demonstrated and proven within
testing lifecycle.
They must stand up to the rigours of all testing activities by
suppliers and the
user community.
e Requirements must be fully demonstrated and proven within any
pilot “live”
implementation.
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4.2
e Requirements must be fully demonstrated and proven in “live”
implementation
& itis only at this time, requirements will be formally accepted
as being met.
The above list is considered to be a minimum set of acceptance
requirements.
Depending on the project there may be others, either general such
as those above
or specific in which case they should be recorded against a
requirement.
Levels of detail required are down to each change initiative to
manage.
The more details obtained, the more likely it should be that
delivered changes
meet requirements.
Release Authorisation Criteria
Release authorisation criteria should be maintained in separate
documentation and
referred to from this section . A generic approach for release
authorisation will be added
to the standards shortly.
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