CPC: Operational Hand book for ATM

Note : This is the first version of Operational Hand Book for ATMs. After the Card Supplier ( M/s CMS info systems Limited ) is in place and after receiving your feedback /suggestions , the hand book will be fine tuned in the next version to make it more useful.

1 Introduction :- India Post Project

IT Modernisation Project in the Department of Posts is being implemented through the following 8 Project Streams:

1.1 Financial Services System Integrator (FSSI)

Core Banking Solution (CBS)

The Core Banking Solution is part of the FSSI. The second part of FSSI is the Postal life Insurance (PLI & RPLI) solution.

The Department is implementing core banking in all departmental post offices (around 25,000). The 1.3 lakh branch offices will also be covered by deploying the CBS (Core Banking Solution) mobile application in hand-held devices that are to be supplied to these offices under the Rural ICT stream of the project. The CBS project will bring in facilities of ATM banking, Internet Banking, Mobile banking and Phone banking to the Post Office Savings Bank customers. Eventually, it will enable POSB customers to perform transactions 24x7 in ATMs and to transfer money from their account to any bank account through NEFT and RTGS on complete roll out of CBS.

M/s Infosys Ltd, the Financial Services System Integrator (FSI) is rolling out CBS and will install 1000 ATMs.

1.2 Status report on implementation of CBS

As on 20^th March, 2015 Core Banking Solution (CBS) has been implemented in2148 post offices (725 HOs and 1423 SOs) in all 22 Circles. Circle Processing Centres(CPCs) to facilitate uploading of Photograph and Signatures in Finacle by following current banking industry practice have also started functioning in all the 22 circles. Post office ATM Pilot testing and acceptance is underway at 11 locations. The PIN printing Unit has been setup at Bangalore CPC with required infrastructure. The Interim call centre is also being setup at Bangalore CPC to attend to ATM related grievances from ATM Card holders. M/s CMS info Systems Ltd. Mumbai is identified as the vendor for supply of ATM/Debit cards (RuPay). An ATM Reconciliation Centre has also been established at Bangalore CPC.

1.3 Installation of ATMs

FSI vendor (Infosys) is to Install 1000 ATMs across the country which is a part of CBS Project. The FSI vendor has engaged M/s NCR for supply of ATMs and M/s AGS as Managed Services Provider (including ATM cash management ) as well as Vendor for Site preparation. M/s YCS (Yalamanchili) is the vendor engaged by the FSI for providing ATM switch and solution for Card Management Services (CMS). Site survey of all 1000 locations for installation of ATMs has been completed. The Circle wise distribution of ATMs is as under:

Sl. No.	Circle	No of HO	No of SO	Total
1	Andhra Pradesh	95	0	95
2	Assam	19	7	26
3	Bihar	31	13	44
4	Chattisgarh	10	4	14
5	Delhi	12	14	26
6	Gujarat	34	7	41
7	Haryana	16	4	20
8	Himachal Pradesh	18	4	22
9	Jammu & Kashmir	9	4	13
10	Jharkhand	13	6	19
11	Karnataka	59	17	76
12	Kerala	51	5	56
13	Madhya Pradesh	43	9	52
14	Maharashtra	60	15	75
15	North-East	9	14	23
16	Orissa	35	9	44
17	Punjab	22	4	26
18	Rajasthan	48	16	64
19	Tamil Nadu	94	0	94
20	Uttar Pradesh	71	17	88
21	Uttarakhand	13	5	18
22	West Bengal	47	17	64
	Total	809	191	1000

2 ATM PROCESS OVERVIEW (INTERIM)

It has been decided that by 31st March 2015, ATMs will be installed and made operational in 115 more Post Offices in addition to the 11 ATMs already installed.

2.1 GENERAL

(i) Interior of the ATM Site and Installation of ATM Machine is the responsibility of Vendor. When Machine is installed, 4 ATM Admin Cards (to be received from CPC Bangalore) and Keys of ATM Machine as well as ATM Room (to be given by Vendor) will be supplied to the Post Office. Postmaster has to keep ATM Room keys only and the keys of Machine as well as Admin cards will be handed over to AGS representative at the time of first cash loading.

(ii) Postmaster or any DoP official should not perform any cash loading operation for ATM. Postmaster or representative of the Post Office need not to put any password in the ATM Machine at the time of cash loading.

(iii) In case of any problem in the ATM Machine, Post Office will contact AGS on the phone number which will be provided separately.

(iv) Till final SOP is circulated, Post Office has to provide ATM Fit currency notes to the authorised AGS representative as and when he arrives for cash loading under proper acknowledgement / receipt. Postmaster or representative of the post office has to be present during cash loading in ATM. This is a temporary arrangement and after finalization of SOP, such cash need not be given from post office as AGS will bring cash directly from Bank.

(v) In case of any doubt, post office may contact Circle ATM SPOC. Contact details of Circle SPOCs are enclosed. Help will also be available from CPC Bangalore at Phone No. 18004252440

2.2 ISSUE OF CARDS

(i) Only POSB ATM/Debit cards can be used in these ATMs (Not the Cards issued by other banks).

(ii) ATM/Debit Card requests of customers will be captured in Finacle by the Post Offices and request form along with KYC documents will be kept at the Post Office in a guard file. If customer has an account opened before migration to CBS, a separate New/Change KYC Form should be obtained from the customer and submitted to the CPC for scanning and uploading.

(iii) CPC Bangalore will generate Files on daily basis (detail given in below process for CPC) and upload into YCS Card Management Application.

(iv) PIN will be generated at CPC Bangalore and despatched to the address of the applicant through service registered mail.

(v) Card Embossing File will be sent by CPC Bangalore to the Card Vendor .

(vi) DMCC Chennai for the present and Card vendor (when on board) will prepare Post Office-wise bundles (for personalized cards) and send the same to the concerned Post Offices via service Insured Packet.

(vii) DMCC or Card vendor (when on board) will send Insta Cards to CPC Bangalore via service Insured Packet.

(viii) CPC Bangalore will create Welcome Kits in Finacle and prepare one envelope containing Welcome Letter, ATM/Debit Card and PIN. Bundles of Welcome Kits will be prepared at CPC and despatched to the concerned Post Offices via service Insured Packets.

(ix) Post Offices concerned will maintain stock and issue registers for personalized cards and Welcome Kits separately in manuscript and take applicant’s signature against delivery in the issue register and make corresponding entries in the stock registers.

(x) To start with, 50 Insta Cards are being sent to all concerned post offices by CPC Bangalore shortly. These cards should be issued, once ATM Machine is installed and tested at the location. Once final SOP is in place, maximum balance of Welcome Kits to be retained in a post office will be 550. When stock is reduced to 50, further indent of next 500 Welcome Kits should be sent through e mail to CPC Bangalore by post office.

(xi) On viewing the indent, CPC Bangalore will generate subsequent Welcome Kits and despatch to the post offices.

(xii) For the present, ATM/Debit Card will be issued to Post Office Savings Bank (POSB) Savings Account Holders who have balance of Rs.5000/- at the time of applying ATM/Debit Card.

(xiii) Initially, following services will be available to POSB customers at ATMs:-

Ø Cash Withdrawal

Ø Fast Cash

Ø Balance Inquiry

Ø Mini Statement

Ø Funds Transfer (Funds Transfer within OWN Savings Accounts of POSB)

Ø Funds Transfer (Funds Transfer to other Savings Accounts of POSB)

Ø Pin Change

(xiv) Maximum amount that can be withdrawn from ATMs in a single day will be Rs.25000/- and at a time, Rs,10,000/-.

(xv) If any existing Account Holder desires to get ATM/Debit Card, application on the prescribed form along with KYC documents (if account is opened before migration) is to be obtained.

(xvi) Depositor who wants to have ATM/Debit Card will submit application in the prescribed form at the post office where account stands.

(xvii) Counter PA and Supervisor have to see as to whether the account was opened before or after migration to CBS. If account was opened prior to migration, full KYC documents as required as per Master Circular No.1/2012 should be taken. If account was opened after migration, Counter PA and Supervisor should see that KYC documents are submitted at the time of creating CIF.

(xviii) PA and Supervisor have to ensure that all fields are properly filled by the depositor.

(xix) PA will go to HACLI and see available balance in the account. If balance is either equal to or above Rs.5000/-, signatures on the application as well as available in the Finacle CBS application should be matched. Supervisor will also verify balance and signature in the account. They will put their signatures at the relevant place in application form in token of having verified signatures and approved issue of Card.

(xx) Counter PA will Invoke menu CCMM (Custom Card Maintenance Menu) and enter relevant details.

1. Personalized Cards

· If customer has multiple Saving Accounts & wants to link to same card with all or selective accounts, Post Office should create a request for the Primary Card first.

· When the customer visits the Post Office for collecting the card , Use CCMM(Modify Option) & place a request for activation

· Use CCMM(Modify Option) & link other account to the card.

2. Instant Cards

· If customer has multiple Saving Accounts & wants to link to the same card, Post Office should create a request for the Primary Card first.

· Ask the customer to place a request for linking on the subsequent visit, Use CCMM(Modify Option) & link other account to card.

2.3 Other Options

Ø Hot Listing – This option will be used when the Account Holder requests for hot listing of the card in event of

· Card is Lost

· Card is Damaged

· Card is Stolen

· Replace

Ø Replacement – This option will be used when the Account Holder requests for replacement of the card.

Ø ATM Pin Request – This option will be used when the Account Holder requests for subsequent Pin.

Ø Verify – This option will be used to verify the A (Add) or M (Modify) option. The Hot listing of cards in CMS (Card Management System) will be done during the verification in CBS (Finacle) by Supervisor. Subsequent to Verification, other processing will be done by Bangalore CPC during the End of Day

Ø Cancel – This option will be used to cancel the A (Add) or M (Modify) Operation conducted by the PA before verification in case of any mistake.

Ø Inquire – This option will be used to inquire the details in CMS (Card Management System). Either CIF Number or Card Number or Both CIF Number and Card Number can be provided as an input on the criteria page and details will be listed in the “Details Screen”

Ø History – This option will be used to inquire the request in CBS (Finacle). The enquiry will display the date on which the account holder has requested for the maintenance.

Ø Every activity initiated by Counter PA has to be verified by the Supervisor.

Ø The process for issue of personalized and instant cards is same except that for Personalized Cards, Card Holder’s name will be embossed on the card by existing Card Vendor and sent to DMCC instead of CPC Bangalore till new vendor is selected.

Ø Presently , interim process of issue of card by DMCC. Subsequently it will be replaced by the regular vendor M/s CMS info sys Ltd.

2.4 Process to be exclusively followed at Bangalore CPC

· Bangalore CPC via CCDM (Custom Card Download Menu) on daily basis will download all files by giving parameter as date and in the field of SOL ID as “all”. These downloaded files will be processed automatically by CAMS (Card Access Management System) and details of how to check the errors will be explained in the CAMS (Card Access Management System) User Manuals.

· Branch Registration File – This file contains the details of the SOL ID created in CBS (Finacle) for creating post offices in CMS (Card Management System). This activity is required to be done on the day of migration. CMS (Card Management System) has the details of the supervisor & address of the post offices where the “Welcome Kits” will be dispatched to.

· New Customer Registration File – This file contains all the customers across post offices who have requested for card.

· Account Details File – This file contains requests of all the customers across post offices who have requested for Linking/Delinking of additional accounts to existing cards.

· Address Details File – This file contains the address of all customers who have been issued cards & have made changes to their address.

· Renewal/Re-issue File – This file contains requests of all the customers who have placed a request for Renewal/Re-Issue

· Reconciliation File – This file contains all financial transactions done during the day & is used during the reconciliation of ATM Transactions.

2.5 Card Stuffing and despatch from Bangalore ATM Unit

(i) Bangalore ATM Unit will receive the packets and verify the quantity of cards received with the relevant reports from the vendor.

(ii) Bangalore ATM Unit will match the physical card with the PIN mailers based on card number and kit numbers from the correct PIN mailer bundle.

(iii) Bangalore ATM Unit will prepare the welcome kit by inserting the card, respective PIN mailer of the card along with the terms and conditions booklet and welcome letter.

(iv) Bangalore ATM Unit will prepare the welcome kit bundles SOL ID wise and will prepare individual packets.

(v) Bangalore ATM Unit will generate the card generated report from CIMS application for the particular day for which the card bundles are prepared for despatch and a printed copy of the report will be kept inside the packets along with welcome kit bundles.

(vi) Bangalore ATM Unit will dispatch the cards in CIMS backend application based on the batch number before actually sending the welcome kit bundles to the respective Post Office.

(vii) Bangalore ATM Unit will maintain a separate register for the cards that are dispatched through post to the respective Post Office.

3 Roles and Responsibilities of Department of Post

3.1 Monitoring

· Issue - AGS finds ATM is not functioning – No Transactions from the ATM.

Action - Post Office to help AGS monitoring team with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue.

· Issue -Post Office Personnel finds ATM is not functioning - No Transactions in the ATM.

Action - 1) Post Office of the ATM to send an email toFSIDOPATMHD@infosys.com

2) Post Office of the ATM to help AGS monitoring team with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue.

3.2 ATM Site Issue

· Issue - Any site related problem reported by customers /Caretaker /Observed by DOP staff like Theft attempt, Vandalism, Mis dispensation.

Action- 1) Post Office to Shut down the Site and call the Cash Replanishment Agency / Local R & M executive of AGS (contact number is to be obtained locally) immediately and report.

2) Post Office to send an email to FSIDOPATMHD@infosys.com with details.

· Issue - ATM/Camera Installed in the ATM is not working

Action - 1) Post Office can send an email to FSIDOPATMHD@infosys.com with details.

· 2) Log a call with AGS if ATM/Camera is not functioning.
Custodian of the ATM to help the monitoring team by providing first level clarifications with answers for some standard queries like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue,etc.,Call FSI (AGS) caretaker incase of theft attempt, vandalism, Mis dispensation.

3.3 ATM Not Working

· Issue -1 :Staff or Client observes that the ATM is not operational

Action - 1 Post Office to send an email to FSIDOPATMHD@infosys.com/ dop.monitoring@agsindia.com with the details like ATM ID and relevant details.

· Issue-2 : Issue with Local LAN connectivity - Post Office router ok and ATM not connected

Action - 1) Post Office to help to get the LAN connectivity between branch switch and ATM room I/O port.

3.4 Cash Management

3.4.1 Cash Audit

· Issue - Surprise cash audit - Fake note complaint

Action - 1. Post Office to send an email to FSIDOPATMHD@infosys.com with details of fake Note complaint.

2. Post Office to conduct surprise cash audit at the time of loading or route audit with proper schedule with AGS

3.4.2 More Cash

· Issue - Long holiday/Festival season - Requirement to load more cash

Action) Post Office to send an email to FSIDOPATMHD@infosys.com/ dop.monitoring@agsindia.com with details. Inform AGS cash team for any special loading schedule in case of any scenario as listed.

3.5 Customer Complaints

· Issue -Cash not dispensed - Dispute Transaction

· Action –Post Office : Once a Customer informs Post Office about cash not dispensed or Dispute a transaction, Post Office will intimate the details to FSI (AGS) through email dop.monitoring@agsindia.com
with the dispute details like ATM ID, Date , Time, Card number, Transaction number and Amount for dispute management.

· Consolidated customer dispute file to be sent by Post Office with complete transaction details.

3.6 Load Cash

Action - Post Office to approve the indent submitted by AGS for loading the cash as an interim process till final SOP is circulated.

3.7 Audit Cash

· Action -Post Office to do surprise Audit checks at the ATM and validate the physical cash with the switch counters and CBS.

3.8 Extra Cash Load

· Activity -Post Office to inform the FSI (AGS) if there is requirement to load extra cash in advance considering the Holiday/Festival Season

3.9 CMS ( Card Management Solution)

3.9.1 Product Set up

· Issue -How to set up a new Product in the system?

· 1) Bangalore (CPC) can look at Product summary view on the usage settings/ behavior patterns such as limit, delivery channel, fee profiles linked to the product.

3.9.2 Branch Registration

· Issue - How to register a new Branch in Finacle?

· Action- Bangalore Circle (CPC) user has to register the branch details in Finacle during the migration of the branch to Finacle.
2) Bangalore (CPC) has to download the Branch registration file from the CCDM menu in Finacle and the file will be placed in the respective path for auto-Upload to FSI (YCS) application

3.9.3 User Registration

· Issue -How to register a new SSO user for accessing ATM application?

Action – (i) DOP CEPT Team has to create a User and Register the User details in Finacle.
CEPT Team user has to assign the Role to the new User created and provide access to the ATM application in SSO.
(ii) Once the users are created, the same details can be downloaded and uploaded into YCS application.
(iii) DOP (CEPT) Team can download the Branch User details in Finacle using the menu CCDM. The file name is Branch User Registration File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

· Issue -User Role/ Profile

· Action - DOP (CEPT) can access the Change profile link in the ATM application through SSO and the User role for the newly created User can be mapped as per the requirement by the respective CPC.

3.10 Personalized Card Order

· Issue -New Card Request in CCMM

Action – (i) Post Office should register the Customer details and place the personalized Card order in the CCMM menu in Finacle.

(ii) Invoke CCMM menu in ADD and enter the CIF ID details.

(iii) In details page of CCMM menu, select the Account Number for which the card needs to be issued and specify the Name which is to be printed in ATM Card and enter other details like Card Type, primary A/c Flag and Action as Request.

(iv) After entering all the details, click on Submit. The same needs to be verified using the Supervisor login.

(v) Once the record is verified, the details can be downloaded using CCDM menu.

(vi) To the already existing card, if the user links or delinks any account, the same needs to be done in CCMM menu.

(vii) If the already existing card is lost and needs to re-issue or the card validity is expired and the card needs to be renewed, the same needs to be done in CCMM menu.

Download Customer Details in CCDM

3.11 Modify Cards

· Issue -How to Modify card details, de-activate, hotlist, renew Cards?

Action) (i) If the already existing card is lost and needs to re-issue or the card validity is expired and the card needs to be renewed, the same needs to be done in CCMM menu.

3.12 Download Customer Details in CCDM

Action - (i) The Customer details with personalized card order details will be downloaded from the CCDM menu in Finacle (File Name is New Customer Registration File) and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(ii) Linked or delinked Account details can be downloaded from CCDM menu in Finacle. (File Name is Account Details File). The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(iii) If the customer having ATM card had changed the address details in CMRC menu in Finacle, the same details can be downloaded in CCDM menu in Finacle. The file name is Address Details File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(iv) If the ATM card is re-issued or renewed, the same details needs to be downloaded and then uploaded into YCS for further processing. This can be done from CCDM menu in Finacle. The file name is Renewal/Re-issue File. The file will be downloaded and placed automatically in the required path for the auto-Upload application of YCS for further processing.

(v) YCS will debug, in case if the auto-upload processing is not successful for any of the downloaded file and a ticket is logged with the FSI (YCS) L1.

3.13 Instant Card Order

· Issue -How to Place an Instant card order

Action - 1) Post Office will access the ATM application ( CMS ) through SSO and place the Instant Card order as required by the branches under them.

· Issue-How to confirm an Instant card order?

Action - 1) CPC Bangalore Users to access the ATM application (CMS) through SSO and confirm the Instant Card order placed such that they can be taken up for further processing.

3.14 Card Generation

· Issue-How to Generate card number.

Action - 1) Card Processing Bangalore CPC will login to MIS Server and execute the CMS utility to generate the Card number for both Instant and personalized cards as order placed.

3.15 HSM configuration

Issue - How to Configure HSM ( Host Security Mode ) for Pin mailer printing?

Action - 1) CPC Bangalore needs to access HSM Console that is connected directly to the HSM located in the CPC and configure Pin mailer printing. This will help for alignment process, FSI (YCS) will support on call in case of any issues.

3.16 PIN Generation

· Issue) How to Generate Pin mailer for generated card number ?

Action - 1) Card Processing CPC Bangalore will initialize and validate the Pin mailer printing setup that includes the planning for the pin mailers to be printed and setting up the HSM for the printing process.

2) Card Processing CPC Bangalore to access the Pin mailer generation and printing option in the CMS utility to print the pin mailers for the Instant and personalized card orders. Login the MIS Server and execute the CMS utility to generate the Card number for the Instant and personalized card orders placed by the individual branches.

3.17 Embossing

· Issue - How to emboss the card in CMS?

Action - 1) Card Processing CPC, Bangalore will select EMBOSSING option to generate the embossing files for the Card orders for which the Pin mailers were printed for the Day.

2) Card Processing Bangalore CPC to place the emboss files in the SFTP folder such that the embossing files can be accessed by the Card personalization vendor to emboss the Cards.

3.18 Card Dispatch

Issue - How perform card dispatch in CMS?

Action - 1) Card Processing CPC Bangalore will login to the ATM application (CMS) through SSO and access the Instant Card order details in the Card Dispatch link to signal the completion of the Instant Card order processing life cycle.

3.19 Card Delivery

· Issue - How to do the card Delivery in CMS?

Action - 1) Card Processing CPC Bangalore to execute the Delivery process in the CMS utility on successful completion of the Embossing files creation.
2) After running the DELIVERY option Successful in CMS utility then process signals the completion of the Personalized Card order processing lifecycle.

3.20 Receipt

· Issue - How to do the receipt for the order in CMS?

Action) 1) On receipt of the embossed cards for instant card orders, the respective Branch Users are required to acknowledge the receipt of the processed card through the Card receipt link in the ATM CMS application accessed through SSO.

3.21 Instant Card Issuance

· Issue - How to issue an instant card?

Action) New Instant Card Request in CCMM:
1) Post Office should register the Customer details and place the instant Card order in the CCMM menu in Finacle.

2) Invoke CCMM menu in ADD and enter the CIF ID details.

3) In details page of CCMM menu, select the Account Number for which the card needs to be issued and specify the Name which is to be printed in ATM Card and enter other details like Card Type, primary A/c Flag and Action as Request.

4) After entering all the details, click on Submit. The same needs to be verified using the Supervisor login.

5) Once the record is verified, the details can be downloaded using CCDM menu as specified for personalized cards.

3.22 Card Activation

· Issue - How to activate the card?

Action - 1) Post Office should access the CCMM menu in Finacle to place the Card activation request for personalized Cards by modifying the status as active.

2) CPC Bangalore person should download the Card Activation file from the CCDM menu in Finacle (File Name is Renewal/Re-issue File) and place in the respective path for auto-Upload to FSI (YCS) application

3.23 Call centre

· Issue - How to activate the card?

Action - 1) The Call Center executives of the DOP can login to the ATM call center application (CMS) to service the requests from the Card holders of DOP.

2)The Call center executives can perform Card maintenance activities such as Card hot listing, Card replacement, Pin regeneration request and Customer information maintenance such as Address update etc.

3.24 Reports

· Issue - How to download reports from CMS?

Action - 1)The selected users of DOP can access the ATM application through SSO and download the Daily reports and Monthly reports using the Daily reports and Monthly report menu tab under the Reports menu.

3.25 Re-Generation of reports

· Issue - How to regenerate the reports from CMS?

Action - i)In case if the Daily and monthly reports are not available in the Reports menu in the ATM application, then the regeneration request for the reports can be placed using the Regeneration of reports link under the Reports menu.
ii) The regenerated reports can be accessed from the Daily Reports and Monthly report menu tab under the Report menu on completion of the regeneration process.

3.26 ATM Addition

· Issue - How to add an ATM?

Action- i) The CPC Bangalore to identify the ATMs that are installed and ready to be added into the ATM switch application.
The general details of the ATM such as the branch to which the ATM is linked, Contact person, address details, cassette and denomination configuration for the ATM are to be updated in the ATM addition template.

3.27 CAM (Card Access Management)

3.27.1 Transaction Monitoring

· Issue - CAM Transaction Monitoring

Action - The ATM reconciliation User of DOP ( CPC Bangalore)can access the Transaction monitoring link in the CAM application/AGS application using the default login to view the online transactions processed by the ATM Switch.

The Transaction monitoring link provides real-time update on the transactions processed by the ATM switch.

3.27.2 Health check of ATMs

· Issue - CAM Monitoring ATM

Action - The ATM reconciliation Users of DOP can access the real time status update on the ATMs pertaining to the hardware and media components. Based on the information displayed further action can be taken up with the managed services to resolve/ address the issue.

Issue - Cash Balance- View

Action) The ATM reconciliation Users of DOP can access the real time cash status in the ATMs and take the appropriate actions as warranted by the situation.

3.28 General

Activity - Communication

Action - In case of any scheduled activity or emergency unscheduled activity, the communication and required approvals will be sought by the respective team from the other entities. The communication to the entities will be based on the contact matrix shared by the individual entities. Infosys team will get the details and send to DOP for approvals.

4 Roles and Responsibilities of AGS:

4.1 Scope of work of AGS (Managed Service Provider)

· Site Maintenance including UPS and AC – AGS

· Incident Management Services

· FLM (First Level Maintenance) and Monitoring Services – AGS

· Call logging for SLM ( Second level Maintenance)

· FIR – Related to Theft - Infosys

· Central Helpdesk for ATM fault reporting and queries - AGS

· Cash Replenishment Services - AGS

· Forecast/Indent

· Collect/Replenish

· Reconciliation

· Consumable Management

4.2 Monitoring of ATMs

01 - AGS finds ATM is not functioning – No Transactions from the ATM.

Action - 1) AGS support Personnel will call the concerned Post office where the ATM is situated.

2) AGS will ascertain from the Post office the details like - Power availability, Screen hanging with same display, Standard power outage, Branch connectivity issue etc. Then AGS will analyze the problem and provide necessary solution.

02 - Camera is not working

Action - AGS will find through health check monitoring and provide necessary solution.

4.3 Transaction Monitoring in ATMs

1) - Switch Transactions

Action - FSI (AGS): Based on the feeds and switch files received from FSI YCS, AGS will be monitoring the transactions. Analysis pertaining to the transaction rejection and its reason will be deciphered, investigated based on the transaction processing flow recorded and error codes.

02) - Health check of ATMs

Action - AGS team will monitor the health of the ATM machine based on the feeds from switch and visits by CRA team. Take appropriate action as necessary

4.4 Cash Management

01 - Cash not dispensed from ATM - Dispute Transaction

Action - FSI (AGS) team will collect the required details like Switch transaction file, CBS Files, and EJ from the ATM machine and Camera footage and do analysis and provide the final report to DOP through Excel (in future through SFTP/Web).

FSI (AGS) will send confirmation to DOP whether credit adjustment pass to customer or not after verification of EJ, switch & GL. TTUM file will be provided to DOP (CPC) if credit adjustment pass to customer.

02 - Loading of Cash in ATM

Action - AGS will send the cash indent to SBI /CRA/DOP/Infosys on designated/authorized email IDs shared by bank /DOP /INFOSYS.

03 - Forecast

Action) FSI (AGS) will forecast cash based on dispensation trend and contract Obligation, far of ATMs may require relaxations in loading /eod as per CRA feasibility.

04 - Extra Cash Load

Action - FSI (AGS) to provide the indent based on the requirement from DOP and load the ATM accordingly.

05 - EOD/CBR (C3R) Report

Action - FSI (AGS): After Cash loading activity is completed, FSI (AGS) will share the C3R report to email IDs provided by Infosys on T+1 day.

6 - Load screen

Issue - how and to whom the incident should raise when we get incorrect screen in the ATM machine?

Action - 1)During the new ATM addition into the Switch, in case, if any screen is not displayed properly on the ATM or if any, exceptions are encountered pertaining to the screen display, then DOP/ AGS will contact the FSI (YCS) L1 team for resolution.

2) The screen load to the ATM will be initiated in which the ATM will be queried for its hardware status and instruction pertaining to the screen load sequence will be sent to the ATM.

4.5 Load fit

4.5.1 LOAD FIT

1) During the new ATM addition into the Switch, in case, if any exception is observed in the transaction flow for the configured transactions, then DOP/ AGS will contact the FSI (YCS) L1 for a ATM Fit load command to the respective ATM.

2) The Fit load to the ATM will be initiated in which the ATM will be queried for its hardware status and instruction pertaining to the Fit such as the transaction flow sequence will be sent to the ATM.

4.5.2 Load Key

1)During the new ATM addition into the Switch in case if any exception is observed in the Pin processing for the test card transactions, then AGS will contact the FSI (YCS) L1 for a Key load command to the respective ATM.

2) The key load to the ATM will be initiated either on request from the AGS team or if any key exchange error is noticed in the transaction logs from the FSI (YCS) L1 team during the ATM addition.

4.6 CAM

1 - CAM Transaction Monitoring

Action - AGS Transaction Monitoring team will do the transaction monitoring using AGS application.

2 - Health check of ATMs

Issue - CAM Monitoring ATM

Action - AGS will do the monitoring using their application and will track and log calls with NCR for any issue and take it to closure.

3 - Cash Balance- View

Action - AGS: Read only access to the AGS monitoring application will be provided to reconciliation users of DOP.

4 - Client Installation at ATM

Issue) Installation

Action - FSI (AGS): The Tranxit client installation at the newly added/ service ATM is to be validated by confirming the logs at the Tranxit server.

5 - Accessing Downloaded EJ file

Action - The FSI (AGS) Team can access the electronic journal files of individual ATMs from the specified shared folder that is available with restricted access to them.

The e-journal files for previous day transactions will be available in the shared folder for access.FSI (AGS) team will handle in case of any exception pertaining to the non-availability of the e-journal file for an ATM.

6 - Manual EJ Download

a) Download EJ Files

Action - FSI (AGS): In case of any exception pertaining to the non-availability of the pre-dated e-journal file of an ATM is encountered or if the DOP reconciliation team require the e-journal file of an ATM for the current date then the e-journal file download request will be processed by the FSI (AGS) team.

b) EJ downloads failure

Action - FSI (AGS): In case if there is a download failure for a manual e-journal download request, the FSI (AGS) team will be required to visit and investigate the reason at the ATM. The Tranxit client installation at the ATM needs to be validated and confirmed.

C) Tranxit Client Maintenance

Action - FSI (AGS): During the preventive maintenance activity at the ATM, the Tranxit client installation should be validated and confirmed by the FSI (AGS) team.

4.7 RECONCILATION

1- CBS file Upload

Action - FSI (AGS) to log a call with Infosys helpdesk team if the files are not available in the folder.

2 - EJ Files Upload

Action - FSI (AGS): The EJ files downloaded from the individual ATM for the previous day transactions will be retrieved from the Tranxit server, formatted and uploaded into the settlement and reconciliation application. EJ need to be pulled by FSI (AGS) on T+1

3 - Switch File Upload

Action - FSI (AGS): The Files will be uploaded into the Settlement and reconciliation application of FSI (AGS) for further processing. If the files are not available FSI (AGS) to raise a ticket with FSI (YCS) L1 Team.

4 - Reconciliation Process

Action - FSI (AGS): The upload of the CBS, EJ files and Switch transaction file with the information pertaining to the previous day transactions will be validated and confirmed in the Settlement and reconciliation application.

On successful upload and confirmation, the reconciliation process engine will be initiated for the two-stage reconciliation between the EJ file data, Switch data and EJ file data, CBS data.

5 - Reconciliation reports

Action - FSI (AGS): On successful completion of the reconciliation process for transaction of a specified date, the matched and unmatched transaction reports will be generated and forwarded to the ATM reconciliation team of DOP for Reconciliation Action.

Reconciliation process will run & ABR (ATM Balancing Report) generated for each ATM on T+1

6 - Journal Printer Reports/Safe Guarding - Journal Printers

Action - FSI (AGS) will take the Journal Printer Report from the ATM and will be providing it to DOP for safekeeping.

7 - Dispute Management - Transaction Disputes

FSI (AGS) will send confirmation to DOP whether credit adjustment pass to customer or not after verification of EJ, switch & GL. TTUM file will provided to DOP If credit adjustment pass to customer.

4.8 General

1) Communication

5 Roles and Responsibilities of Infosys:-

1 - CBS file Upload

Action - Infosys: The CBS GL file for the transactions processed for the day by Finacle will be downloaded into a specified file format and made available to the FSI (AGS) team for upload to the settlement and reconciliation

2 - PIN Generation

Action - Infra team Analyze and resolve in case of any network disconnect between the HSM dedicated for Pin printing and MIS Server.

3 -Embossing

Issue - How to emboss the card in CMS?

Action - Infra Analyze and resolve in case of any network disconnect in the SFTP connectivity between the MIS server to the Card personalization vendor.

4 - Client Installation at ATM

Action - Infra: Infra team to ensure the necessary ports are opened by DOP Sify for connectivity with Tranxit Agent.

5 - IT- Infra

Action - Infra :The Disk space utilization in the application path in the ATM transaction, Switch, MIS server are to be monitored to ensure that sufficient disk space is available for the transaction logging by the applications.

The Transaction logs created by the various applications such as Switch, Web portal, Tranxit and reconciliation are to be archived on a periodic basis to the storage and should be made available on a need to need basis.

6 - DB Maintenance

Action) Infra: The data purging utility needs to be executed on a periodic basis to purge the data from the online transaction tables for data archival. Instruction for purging is available in the data purging process notes.

7- Communication

Action) In case of any scheduled activity or emergency unscheduled activity, the communication and required approvals will be sought by the respective team from the other entities. The communication to the entities will be based on the contact matrix shared by the individual entities. Infosys team will get the details and send to DOP for approvals.

6 Roles and Responsibilities of NCR:-

1 - Health check of ATMs

Action - FSI (NCR): If camera is not working or any parts are to replaced has to be done FSI (NCR) and call will be logged by FSI (AGS)

2 - Loading of Cash in ATMs

Action -FSI (NCR): For the first time FSI (NCR) has to ensure that ATM machine is tech live and handover it to FSI (AGS)

3 - How to add an ATM

i) The ATMs are to be shipped to the prepared sites by NCR and installation needs to be completed.

ii) The connectivity of the individual ATMs from the Branch site to the Transaction server are to be ensured.

4 - Load ATM

Full Load of the ATM s/w and h/w

Action - The full load to the ATM will be initiated in which the ATM will be queried for its hardware status and all the instructions such as the Screen, State and Fit load will be sent to the ATM by NCR engineer with the help of MASTER CD provided by Infosys.

This is required only during installation/re-installation of Software in ATM Machine.

2In case of any servicing/ replacement of components at the ATM, the NCR engineer will request the FSI (YCS) L1 for a full load to the ATM.

6.1 Installation

Action - FSI (NCR): The Tranxit client application needs to be installed in the new ATM as part of the ATM software installation at the identified site by DOP.

FSI (NCR) to call the FSI (AGS) to confirm the successful installation of the Tranxit client application in the newly added/ Serviced ATM.

1- EJ downloads failure

Action - FSI (NCR)): Co-ordinated efforts between the FSI (FSI (NCR))) and FSI (AGS) to analyze and investigate the reason for the e-journal download failure and arrange for the required resolution.

6.2 General

1) Communication

Action - In case of any scheduled activity or emergency unscheduled activity, the communication and required approvals will be sought by the respective team from the other entities.

The communication to the entities will be based on the contact matrix shared by the individual entities.

Infosys team will get the details and send to DOP for approvals.

7 Roles and Responsibilities of YCS:-

7.1 Transaction Monitoring

01 - Switch Transactions

Action - FSI (YCS) : The Transaction monitoring will also be performed based on the transaction logs in which the real-time status of the transaction processed are available in the ATM Switch. Any analysis pertaining to the transaction rejection and its reason will be deciphered, investigated based on the transaction processing flow recorded onto the transaction logs.

02 - Health check of ATMs

ATM Health Monitoring

Action - FSI (YCS) to provide the health information of the ATM by feeds to FSI (AGS)

03 - Load Cash

Action - FSI (YCS): In case if switch servers are not updated correctly then FSI (YCS) to debug the system and provide support.

04 - Audit Cash

Action - FSI (YCS): Cash Balance File needs to be sent by Switch on hourly basis.

Dispense file need to be sent by Switch on 0:00 hour cut off on daily basis

7.2 CMS

01) Product Set up

A - How to set up a new Product in the system?

Action - 1) FSI (YCS) L2 will define any new card product in the System.

2) FSI (YCS) L2 can do Modification/addition of Transaction limit codes, Fee codes to the existing Card products based on the required from DOP.

02) Branch Registration

a) How to register a new Branch in Finacle?

Action - FSI (YCS) L1 Debug in case if the branch registration file is not processed by the auto-upload application

03) User Role/ Profile

Action - FSI (YCS) L1: Debug in case if the registered User allowed access to ATM application through SSO is not able to access the functionalities based on the assigned roles

04) Download Customer Details in CCDM

Action - YCS will debug, in case if the auto-upload processing is not successful for any of the downloaded file and a ticket is logged with the FSI (YCS) L1.

05) Instant Card Order

a) How to Place an Instant card order?

Action - 1) YCS will Debug in case if the any exception is observed and a ticket is logged with the FSI (YCS) L1.

6) Instant Card Order Confirmation

a) How to confirm an Instant card order?

Action - YCS Debug in case if the any exception is observed and a ticket is logged with the FSI (YCS) L1.

7) Card Generation

a)How to Generate card number?

Action - YCS debug in case if the any exception is observed in the Card number generation process in the CMS utility and a ticket is logged with the FSI (YCS) L1.

8) HSM configuration

a) How to Configuration HSM for Pin mailer printing?

Action - YCS Debug in case if the any exception is observed in the Alignment process in the HSM Machine and a ticket is logged with the FSI (YCS) L1.

9) PIN Generation

a)How to Generate Pin mailer for generated card number?

Action - YCS Debug in case if the any exception is observed in the Pin Mailer printing process and a ticket is logged with the FSI (YCS) L1.

Debug in case of any exception pertaining to the functioning of the HSM for the pin mailer printing configuration and processing.

10) Embossing

a) How to emboss the card in CMS?

Action - YCS Debug in case if the any exception is observed in the Embossing file creation process and a ticket is logged with the FSI (YCS) L1

11) Card Dispatch

a) How perform card dispatch in CMS?

Action - YCS Debug in case if the any exception is observed in the Card dispatch link in the ATM application and a ticket is logged with the FSI (YCS) L1.

12) Card Delivery

a) How to do the card Delivery in CMS?

Action - YCS Debug in case if the any exception is observed in the delivery process in the CMS utility and a ticket is logged with the FSI (YCS) L1.

13) Receipt

a) How to do the receipt for the order in CMS?

Action - YCS Debug in case if the any exception is observed in the Card receipt link in the ATM application and a ticket is logged with the FSI (YCS) L1.

13) Card Activation

a) How to activate the card?

Action - YCS Debug in case if the Card activation upload file is not processed by the auto-upload ATM application and a ticket is logged with the FSI (YCS) L1.

14) Call center

a) How to perform Card maintenance activities?

Action - YCS Debug in case of any exceptions in the Call center portal of the ATM application and a ticket is logged with fsidopatmhd.

15) Reports

a) How to download reports from CMS?

Action - YCS Debug in case if the reports generated by the scheduler are not available on the web portal for Viewing and download.

16) Re-Generation of reports

a) How to regenerate the reports from CMS?

Action - YCS Debug in case if the report regeneration process is not successful where in the reports will not be available under the reports menu.

17) ATM Addition

a) How to add an ATM?

Action - The ATM addition template needs to be updated for the ATMs to be added in to the Switch by YCS. The details such as the port number for the region and verification of the ATM details will be performed.

18) Switch

a) Applications start and stop services

Action) 1) In case of any schedule maintenance activity, the Start/ Stop or restart of the Switch services will be performed by YCS Team.
2) In case of any exceptional scenario such as network failure, power outage, disk space utilization errors, the Switch services will be restarted with approvals.

19) ATMC

a)TMkeys addition

Action -YCS will debug in case if any exception is observed during the generation of the TMK index creation and addition of the ATM details in to the Switch. The newly added ATM details are to be validated and confirmed.

20) ATM services - Start/Stop

a)Applications start and stop services

Action - 1) In case of any schedule maintenance activity, the Start/ Stop or restart of the ATM services will be performed YCS.
2) In case of any exceptional scenario such as network failure, power outage, disk space utilization errors etc, the ATM services will be restarted with approvals.

21) Load screen

a) How and to whom the incident should raise when we got incorrect screen in the ATM machine?

Action - The screen load to the ATM will be initiated in which the ATM will be queried for its hardware status and instruction pertaining to the screen load sequence will be sent to the ATM.

22) Load fit

Action - The Fit load to the ATM will be initiated in which the ATM will be queried for its hardware status and instruction pertaining to the Fit such as the transaction flow sequence will be sent to the ATM.

23 - Load Key

Action - The key load to the ATM will be initiated either on request from the AGS team or if any key exchange error is noticed in the transaction logs from the FSI (YCS) L1 team during the ATM addition.

7.3 CAM (Card Access Management)

1) Transaction Monitoring

a) CAM Transaction Monitoring

Action - FSI (YCS) L1 :The transaction monitoring link (CAM) will also accessed by the FSI (YCS) L1 team for monitoring purposes and to answer the queries on the reason for the transaction rejection such as Customer and non-customer errors.

In case if any exception in the display of the online transaction processing, the FSI (YCS) L1 team will investigate and arrange for the resolution.
2) Health check of ATMs

a) CAM Monitoring ATM

Action) FSI (YCS) L1: Any query/ information received from DOP users will be validated for the health check on the ATMs and it will be confirmed such that the issue can be escalated to manage services for resolution.

3) Switch File Upload

Action - FSI (YCS) L1: Switch Transaction file and Switch Admin File of the Transactions processed by the ATM switch for the previous day will be downloaded in the specified format and placed in the specified folder. Switch Files need to be sent by FSI (YCS) on T+1
General

4) Communication

Action - In case of any scheduled activity or emergency unscheduled activity, the communication and required approvals will be sought by the respective team from the other entities.
The communication to the entities will be based on the contact matrix shared by the individual entities.
Infosys team will get the details and send to DOP for approvals.

8 General Information -

NCR would support ATM operation/services during Sundays as well. AGS will raise ATM breakdown tickets with NCR. In effect, AGS will be the point of contact for any issues with the ATM. Support available from NCR 24X7.

2) Concerns: Routers to which the ATMs are connected should not be shut down by post office. Same goes for the ATM, power to be available to the machine 24X7 to avoid unnecessary issues/breakdowns.

3) What would be production date - Cash Live and first transaction confirmation from YCS would be considered as Production date of the ATM for all the purposes and for all parties.

4) Handover process - NCR will provide, after Tech live, the keys of the ATM in a cover to DoP and AGS to get the same during cash loading process and take over. Takeover by AGS - AGS will take the keys, passwords of the ATM and admin cards from NCR through DoP. The arrangement of keeping the above said cover with postmaster is only for convenience and on request of Infosys (for coordination). However postmaster will have no liability / responsibility in the matter whatsoever.

5) There are four Admin cards to each ATM . Admin cards and their passwords to be transferred by postmaster to AGS permanently.

6) Admin cards are ATM specific and not interoperable with other ATMs.

7) The CIC or RIC from DoP will be available during Production Live and verify basic transactions as per the signoff template.

8) Full Insurance starts from Production date. In-transit insurance of ATM alone would be available from the date of delivery till 30 days, so Production Live of ATM has to be completed within this period to have coverage at all times.

9) ATM will take 10 minutes to come online automatically when the power is available after switch off.

10) NCR will intimate the ‘date of shipment/delivery’ beforehand

11) There will be an effort to minimize, if possible remove the gap between ‘Tech live (NCR)’ and ‘Cash live (AGS)’ dates. Cash live to be confirmed by a financial transaction.

12) EJ Files will be pulled from ATM Machine and it will be stored in Centralized location by MSP(AGS)

13) The EJ pulling process is automated but also has the capability to manually pull EJ Files. This is required in the scenario when network connectivity is established after some issue.

14) The Reconciliation process will be done by AGS and they will provide a report based on which the DoP can do the Rectification.

15) In case of theft, as Infosys owns the ATM, FIR has to be raised by Infosys and AGS will assist them in proceeding further on this.

16) Housekeeping of the ATM room is not in scope of Infosys/AGS scope. It has to be done by DoP.

17) Consumption of electricity by the ATM room would be around Rs.3000/month. The major contributor would be AC and the others would be minimal, the charges should be borne by DoP.

18) Monitoring – AGS may need help from DoP for the below three scenarios in which will not be in a position to ascertain the root cause of the issue.

i. System hangs

ii. Any Silent errors

iii. Power failure.

19) Cash forecasting will be done by AGS, and the ATM will be loaded as per their forecasting. It would take in to consideration the limits set by DoP. For initial and until the cards rollout are not stable they need to follow the limits and once the cards rollout is stabilized AGS will provide trends and based on the trends will do the forecast of cash loading process.

20) The indent as provided by AGS has to be approved, all in one, by DoP.

21) DoP has to do verification of cash periodically for manual counting of notes in an ATM.

22) All the deviation exceptions, if any required /done in the site , which are not as per specifications have to be specifically approved by CIC in writing.

23) General cleaning /dusting and upkeep of ATM room shall be carried out regularly by the respective post offices.

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Tuesday, 20 September 2016

Operational Hand book for ATM

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