Beta This part of GOV.UK is being rebuilt – find out what this means

HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Specialist areas - Post Office card account - Maintain POca systems

Checklist

Before you follow this guidance, make sure

  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu

Background

These are the systems you will need to access

  • POca Control Panel
  • POca standardised messages
  • Outlook Emails
  • POca CPT on TCO Preston 5

Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

Step 1

Access the POca Control Panel to create an acknowledgement. For how to do this, use TCM1000290 

Note: SEES will move the acknowledgement into Folder C where the HMRC Secure Email Program (HSEP) will process it. Once this has happened, the details will be available in the HSEP log.

  • access the HSEP log to determine if the acknowledgement and initial response has been received
  • log on ‘Cache PGP Pass Phrases’

If the acknowledgement and initial response has not been received from Post Office Limited (POL), go to .

If the acknowledgement and initial response has been received from ‘POL’, go to .

Step 2

Phone the POca Helpline (This content has been withheld because of exemptions in the Freedom of Information Act 2000) to confirm non-receipt of the batch files.

If ‘POL’ has not received the batch files, go to .

If ‘POL’ has received the batch files, go to .

Step 3

Access the POca Control Panel to re-create the acknowledgement. For how to do this, use TCM1000290 

Note: SEES will move the acknowledgement into Folder C where HSEP will process it. Once this has happened, the details will be available in the HSEP log.

  • access the HSEP log to determine if the acknowledgement and initial response has been received
  • note if the error is shown as ‘SEES’ or ‘HSEP’

then

If the acknowledgement has not been received from ‘POL’, go to .

If the acknowledgement has been received from ‘POL’, go to .

Step 4

Start the Incident Escalation process

  • phone the Post Office Helpline (This content has been withheld because of exemptions in the Freedom of Information Act 2000) to inform them that the acknowledgement has not been received

If the matter can be resolved, go to .

If the matter cannot be resolved

  • contact your Data Guardian to report a data security incident. For how to do this, use TCM1000291 
  • go to .

Step 5

Access the ‘POca’ desktop icon to select ‘Update Responses’ on the control panel

Note: This process must be completed by 15:00 every day unless there has been a delay in receiving the acknowledgement and initial response.

  • note if the records show ‘Pending’ or ‘Failure’ in the ‘Status’ column
  • go to .

Step 6

Note: If a warning message is displayed take a screen print of the message and phone the IT Service Centre (This content has been withheld because of exemptions in the Freedom of Information Act 2000) before taking any further action.

  • check the HSEP log to confirm whether the details from ‘POL’ have been decrypted

Note: If you access the HSEP log before 15:00, you will be able to determine if the information has already been decrypted and therefore you may not need to wait until 15:00.

  • check if the acknowledgement email has been sent to ‘POL’

Note: This step must be completed before 10:00 every day. In the event of the acknowledgement email not being sent, ‘POL’ will commence their Incident Escalation process.

  • take no further action.

Step 7

Phone the IT Service Centre (This content has been withheld because of exemptions in the Freedom of Information Act 2000) and raise an EARS (Extended Action Request System).

If the incident needs investigating further and the IT Service Centre tells you it will get back to you with a response

  • update Household Notes with the message PF27 and PF30 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the incident is resolved

  • update Household Notes with the messages PF27 and PF31 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the incident is not resolved

  • contact your line manager, who will start the Secure Electronic Online Communications System fallback process
  • update Household Notes with the messages PF27 and PF32 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.