Branch Enable/Disable SOP V2.2

Overview

This process outlines the steps that needs to be followed when enabling/disabling branches at their request. This also guides OS agents and management on the follow up and communication procedures to be followed.

1. POPI Branch Verification

• When inbound contact is made by a branch related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound branch contacts can be found in the POPI FOOD CS SOP
• Verification to be used when branch requests via inbound call.

2. DSP Relief Request from Branches

• If a branch calls in to the contact center and requests for a Driver Shifting Penalty (DSP) to be adjusted due to weather or any other reason - advise them to send their request to [e-mail] with the following Subject Line: DSP Relief: ‘HUB’. 

Enable/Disable Branch Process Summary

Definition of Killswitch = This is the term used to describe the enabling or disabling of a hub via Head office Dashboard.

1	Receive request from branch to enable/disable branch via Zendesk
2	Enable/Disable Branch on Head Office Dashboard first -  On Head office Dashboard click ‘Switch to New Dashboard’ - Navigate to the Facilities Admin menu page  - On the Facilities Admin menu page, click on the Kill Switches tab to start             activating/deactivating kill switches.  - Active Kill switches will be at the top & inactive ones displayed at the bottom.
3	Second check if Cloud branch also needs to be enabled/disabled Open the Cloud Hubs vs TDT Hubs sheet and select the Cloud Hubs Vs TDT Hubs tab. Check whether the TDT branch you just enabled/disabled has a corresponding Cloud branch in its area Eg. If  MEL (Melville) is requesting to be enabled/disabled then the corresponding cloud branch 2ML must also be enabled/disabled. IF there is a Cloud branch apply step 2 for the Cloud branch IF the TDT branch is not listed there is no Cloud branch to be enabled/disabled
4	Reply to TDT branch ticket in Zendesk using “Order Success: Enable/Disabled” Macro in Zendesk IF you also enable/disable a Cloud branch send a separate Zendesk ticket using the “order success:enable/disable”Macro

Note: Branch has to be disabled/enabled within 3 minutes of receiving the request this SLA does not apply when DSP has been offered to the Branch via email.

Enabling a Killswitch

1	Receive request from branch to be disabled via Zendesk (email) or Call Is the request to disable the branch due to weather?  NO: Proceed to step two  Yes: Ask the branch if they would have a Driver Shifting Penalty (DSP) rather than be disabled by applying the “Order Success: Driver Shifting Penalty Exclusion” Macro:  Request is via a call: If the branch takes the offer of DSP relief advise them to send their request to [e-mail] with the following Subject line: DSP Relief: 'HUB'  Request is via an email:  Call the branch and make the offer of DSP relief if the branch does not answer, send an email Apply the “Order Success: Driver Shifting Penalty Exclusion” macro If the branch takes the offer of DSP relief, advise them to send their request to [e-mail] with the following Subject Line: DSP Relief: 'HUB'. Note: if the branch has not responded to the email indicating whether they are going to request P&A Relief within 10 minutes of sending the email the agent must action the disable request. Within this period attempts should be made to call the branch.
2	Disable Branch Open the Head Office Dashboard Under the Kill Switches tab, search for a delivery area on the ‘Filter Delivery Areas’. The selected delivery area will be displayed together with the Facility Status, click on the vertical ellipsis to enable the kill switch for the hub.  An alert dialog is displayed for the user to select a reason for enabling a killswitch from the list provided.  Select one of the following reasons for Enabling the Killswitch: Bad weather Community Unrest Driver Strikes (unrelated strikes  affecting Mr D Food Operations) Public/Private Event When the ‘OTHER’ reason is selected, a secondary option is provided for the user to elaborate why ‘OTHER’ has been selected.  In the ‘Provide other reason’ section, ensure you specify why the Killswitch was activated.  After enabling the kill switch, a success message is displayed and the Facility Status is updated on the Food Delivery Area Kill-Switches landing page.  Put in one of the following reasons for disabling a branch Bad weather Protests in the area Strikes in the Area (unrelated strikes  affecting Mr D Food Operations) Driver Strikes at Branch ( Driver strikes affecting TDT Branch) & authorization has to be given by a TL before selecting this reason code. any ‘OTHER’ reason has to be specified & authorization has to be given by a TL before selecting this reason code. Click on “disable
3	Send TDT Branch Zendesk Ticket Confirmation On the ticket from the branch apply the “Order Success: Enable/Disabled” macro. Note: Branch has to be disabled within 3 minutes of receiving the request  Ensure the following: Remove the “Enable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in the FM for the Branch - See the list here CC in [e-mail] CC [e-mail]  CC [e-mail] (include email address in all disable reasons except weather) Submit the ticket as SOLVED NB: When a branch is disabled due to Driver Strikes the following individuals must be CC’d in the Zendesk ticket and “Driver Strike” used as Subject [e-mail] [e-mail] [e-mail] [e-mail]  [e-mail]  Submit the ticket as SOLVED
4	Once the Branch has been disabled, ensure to update the Weekly Enable/Disable Tracker  Hub Code = Add the branches Hub Code  Date = ( Do not edit the column ) Disable Date = Add the date which the branch was disabled  Disable Person = Add your name  Reason = Add the reason why the branch was disabled  Disabled Zendesk Ticket = Add the ticket number where the branch requested to be disabled
5	Send TDT Branch Zendesk Ticket Confirmation (Call received from branch) In the case where the Branch telephone calls us requesting to be Disabled: Perform action as per point 2 above then, On the ticket created by the inbound call from the branch apply the “Order Success: Enable/Disabled” macro. Note: Branch has to be disabled within 3 minutes of receiving the request.  Ensure the following: Remove the “Enable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in the FM for the Branch - See the list here CC in the Hub email address - See list here CC in [e-mail] NB: When a branch is disabled due to Driver Strikes the following individuals must be CC’d in the Zendesk ticket and “Driver Strike” used as Subject [e-mail] [e-mail] [e-mail]  [e-mail]  Submit the ticket as SOLVED
6	Send Cloud Branch Zendesk Ticket Confirmation (Cloud Branch Enabled/Disabled) In the case where the Branch is a Cloud Branch Create a New ticket applying the “Order Success: Enable/Disabled” macro Ensure the following: Remove the “Enable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in [e-mail] CC in [e-mail] Submit the ticket as SOLVED

Disabling a Killswitch

1	Receive request from branch to be enabled via Zendesk (email) or Call
2	Open the Head Office Dashboard Under the Kill Switches tab, search for a delivery area on the “Filter Delivery Areas” The selected delivery area will be displayed together with the Facility Status, click on the vertical ellipsis to disable the Kill Switch for the hub.  An alert dialog is displayed for the user to confirm they want to disable the killswitch for that delivery area.  After disabling the kill switch, a success message is displayed and the Facility Status is updated on the Food Delivery Area Kill-Switches landing page.
3	Send TDT Branch Zendesk Ticket Confirmation On the ticket from the branch apply the “Order Success: Enable/Disabled” macro. Note: Branch has to be enabled within 3 minutes of receiving the request  Ensure the following: Remove the “Disable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in the FM for the Branch - See the list here CC in [e-mail] CC [e-mail] Submit the ticket as SOLVED NB: When a branch is disabled due to Driver Strikes the following individuals must be CC’d in the Zendesk ticket and “Driver Strike” used as Subject [e-mail] [e-mail] [e-mail]  [e-mail]  Submit the ticket as SOLVED
4	Send TDT Branch Zendesk Ticket Confirmation (Call received from branch) In the case where the Branch telephone calls us requesting to be enabled: Perform action as per point 2 above then, On the ticket created by the inbound call from the branch apply the “Order Success: Enable/Disabled” macro. Note: Branch has to be disabled within 3 minutes of receiving the request.  Ensure the following: Remove the “disable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in the FM for the Branch - See the list here CC in the Hub email address - See list here CC in [e-mail] NB: When a branch is disabled due to Driver Strikes the following individuals must be CC’d in the Zendesk ticket and “Driver Strike” used as Subject [e-mail] [e-mail] [e-mail]  [e-mail]  Submit the ticket as SOLVED
5	Once the Branch has been enabled, ensure to update the Weekly Enable/Disable Tracker  Enabled Date = Add the date in which the branch was enabled again  Enabled person = Add your name  Enabled Zendesk Ticket = Add the ticket number where the branch requested to be enabled
6	Send Cloud Branch Zendesk Ticket Confirmation (Cloud Branch Enabled/Disabled) In the case where the Branch is a Cloud Branch Create a New ticket applying the “Order Success: Enable/Disabled” macro Ensure the following: Remove the “Enable/” piece from the subject Insert the branch Name/s in the subject AND the macro Complete the Macro CC in [e-mail] CC in [e-mail] Submit the ticket as SOLVED

E-Bike Hubs 

1.	E-Bike Hubs are to be disabled everyday at 7pm and then enabled at 10pm  *List of hubs can be found on the CS/OS Hub List
2.	Disabling reason to be used is "e-Bike hub closed"

 

Process Flow Summary ( Enabling/Disabling )

Controls

1	Disable/Enable Branches due to weather: Team Leaders are responsible to ensure sufficient resources are applied to the  Enabling or Disabling of the branch and have to apply their minds depending on the situation. If one or more main hub/satellite hub or cloud hub are Disabled Team Leaders are responsible for the below:  Activate the relevant Weather Braze message for the area. Message must be activated or deactivated within 10 minutes of the branch being enabled or disabled Where the predominant reason for disabling is the weather.  The Team Leader needs to assess whether pre-emptive Braze messaging is required for the broader region Team Leader to ensure a followup call is made to the branch after an hour (60 minutes) has elapsed since the branch was disabled. This follow up will be in the form of a phone call to the branch to assess the current situation Should any HUB be Enabled in an area, the Team Leader will need to ensure that phone calls are made to all surrounding disabled hubs to establish the current state of affairs. Suggested talking point:
2	End of day enabling of all Branches: Team Leaders  have to ensure all branches are turned back online at the end of the day The report that has to be completed is located here.  This can be copied and pasted from the Head Office Dashboard. Ensure to use the HUB code in all CAPS. No Daily report needs to be sent out, as the daily report is automated. Report to be sent out weekly on a Monday morning at 9 am by TL
3	All Enable/Disable durations Team Leader has to manage agent numbers on the Enable/Disable task to ensure all Enables/Disables are completed within 3 min of receiving the notification.