Process of raising and settlement of tickets with FSI Helpdesk

In all CBS Post Offices, contact numbers/e- mail ID of SPOC and members of Circle CBS Monitoring Team should be flashed in place of FSI Helpdesk number/mail Id. No post office should directly call/contact FSI Helpdesk. 

1. In case of any operational issue, CBS Post Office will either contact or send e-mail to SPOC or any member of Circle CBS Monitoring Team along with full description and screen shots.
2. When contacted over phone, concerned member of Circle CBS Monitoring Team, will first try to settle the issue over phone and if it finds any difficulty, ask post office to send the issue through mail along with full description of issue and relevant screen shots.
3. On receipt of issue over mail, concerned member of Circle CBS Monitoring Team will see as to whether the issue can be solved at their end. If so, reply will be sent to post office through mail. If, there is an issue which requires to be referred to either CEPT Team or FSI Help desk, e-mail will be sent from SPOC mail ID with full description of issue in the understandable language along with screen shots received from post office concerned. Copy this mail will be sent to post office concerned also.
4. On receipt of ticket number, information will be fed in excel by concerned member for the purpose of monitoring. On receipt of solution, it will be first seen whether solution mentioned in the mail is understandable by post office or not. If it is understandable and menus mentioned in the solution are available with that post office, mail will be forwarded to concerned post office. If any modification is required, solution will be modified and sent to concerned post office. If any menu is suggested which is neither available with post office nor with CPC, solution mail will be forwarded to CEPT Team for further guidance.
5. The solution so provided is required to be satisfactorily implemented by post office and information for either closure of ticket or any further communication should be sent to Help desk from SPOC mail ID only from CPC.
6. Similarly any operational issue which requires any clarification should be sent to CEPT Team and not to FSI Help desk e.g difference in balance between Passbook and Finacle should not be sent to Help desk.
7. Excel in which ticket number is to be entered by concerned member of Circle CBS Monitoring Team should be updated as and when solution is received or Help desk is informed for closure of ticket.
8. SPOC will take a weekly review of all pending tickets on every Saturday with his/her Team members and send a review report to DPS(HQ) with copy to Directorate by mail.
9. DPS(HQ) will take up the matter in periodical review meeting with Infosys CPM.
10. For any help, SPOC can send mail to AD(SB-II).