PROBLEMS & RESOLUTIONS
WHAT IF THE SITE WIFI FAILS? If the site has good 3G / 4G the tickets will still make it on to the relevant device. If the devices, both collect and hauliers have no connectivity due to WiFi being down and poor 3G / 4G signal at the loading point then all loads will default to paper tickets.
What impact does this have? If a paper ticket is generated, no customer notifications will be sent, they will be unable to track their loads or view the ticket via the portal once the delivery is complete.
The current process for dealing with paper tickets must be followed. A copy is to remain on site, the signed copies are to be sent to the relevant Regional office for scanning.
POWER FAILURE / FORTEK DOWN / NETWORK OUTAGE All of the above scenarios will result in electronic and paper tickets to be unavailable. In this case we will revert to manual tickets.
ePOD Manual Ticket Process All manual tickets will now be created on the tablets. **DO NOT USE TICKETS FROM THE PRINTER** See Apollo / Nimrod guide for details on how to do this.
PODFATHER DOWN If PODFather goes down then all loads will automatically default to paper tickets. The current process for dealing with paper tickets must be followed. A copy is to remain on site, the signed copies are to be sent to the relevant Regional office for scanning.
What impact does this have? If a paper ticket is generated, no customer notifications will be sent, therefore customers will be unable to track their loads or view the ticket via the portal once the delivery is complete.
INTERFACE FAILURE This is where the ticket does not successfully arrive on the relevant device. Fortek will attempt to send the data up to 3 times (30 seconds max) before it marks it as failed and reverts to printing a paper ticket. The current process for dealing with paper tickets must be followed. A copy is to remain on site, the signed copies are to be sent to the relevant Regional office for scanning.
What impact does this have? If a paper ticket is generated, no customer notifications will be sent, they will be unable to track their loads or view the ticket via the portal once the delivery is complete.
THE BUFFER / SPARE TABLET IS ALREADY IN USE There are three options available in this situation: • Option 1: The driver with the broken device can download the PODFather app on to their phone, if they have an Apple or Android device. • Option 2: The driver can travel to the next closest Tarmac site, request their buffer device and hand in their broken or faulty tablet at this site in order to start the “Next Working Day Exchange” process • Option 3: The driver can be loaded and ticketed on paper (see Apollo / Nimrod guide as to how to do this). The driver can remain on paper for the rest of the day until the buffer has been replaced.
Please note that Option 3 is the least preferable option as this heavily impacts upon the customer experience. In this instance the current process for dealing with paper tickets must be followed. A copy is to remain on site, the signed copies are to be sent to the relevant Regional office for scanning.
What impact does this have? If a paper ticket is generated, no customer notifications will be sent, they will be unable to track their loads or view the ticket via the portal once the delivery is complete.
DRIVERS DEVICE IS BROKEN PART WAY THROUGH DELIVERY If driver were able to obtain another device part way through delivery (See Option 1 and Option 2 above) they would need to call the helpline on 0345 0711350 to get the ticket pushed from one device to another. The ticket would need to be started from the beginning again, all previous data entered would be lost. If the use of a second device is not an option then the existing lost ticket process should be followed. The driver should notify Tarmac who should send a copy of the ticket to the customer and request confirmation of ticket receipt. A GW99 event should be raised to flag the issue. This can be done by either the weighbridge / batcher or the haulier helpdesk.
If a replacement tablet is only sought once the delivery is complete, when the driver gets the new device they should then call the helpline on 034507311350 requesting that the ticket be pushed onto the new device. The driver should then complete the job retrospectively and mark as customer unavailable to sign and enter the reason for this in the free text field. Business Admin then should speak to customer to negate query when the ticket blocks in SAP.
DRIVER ARRIVES WITH NO TABLET FOR A DELIVERED LOAD The driver may still be loaded. When generating the ticket, Fortek asks if the electronic ticket is on the drivers device. NO should be selected on the Fortek screen in order to prompt a paper ticket to be printed (this process is detailed in the site guide to Apollo / Nimrod). The ticket will be auto updated with an event to state the reason for the paper ticket being generated.
The creation of paper tickets and the reasons they are generated will be monitored. Sanctions will be applied to drivers who repeatedly forget their device and this may result in the driver being turned away unpaid.
DRIVER TURNS OFF DEVICE IN TRANSIT If the device is turned off in transit this impacts on our ability to provide enroute tracking of the load for our customer. Where a driver is found to be turning a device off on purpose this will trigger the sanction process and be referred to the local transport team.
DRIVERS NOT COMPLETING TICKETS Where possible (when genuine errors have been made) then the job should be completed retrospectively. The driver should enter reasons for non/incorrect completion into the free text field. The ticket will block for excessive time on site, BA then should speak to customer to negate a query.
Any retrospective entries should be completed within the shift. No driver should be logging out of their device with active jobs still in the system. Where this has been done on purpose, this will trigger the sanction process and be referred to the local transport team.
WHY ARE SOME JOBS NOT GOING TO EPOD / PAPER TICKETS ARE AUTOMATICALLY PRINTING? This could occur for a few reasons; • The vehicle does not exist in the Central Resource File - contact haulier helpdesk to get this checked / rectified • The vehicle exists in the CRF but has not been set to Y for ePOD - An event will be triggered to notify the Haulier Helpdesk that the vehicle is not active. In some instances, the quote will correctly not be activated for ePOD so contact the haulier helpdesk to get this checked / rectified
• The plant has not been set up for ePOD - An event will be triggered to notify the sales team that the Plant is not active. In some instances, the quote will correctly not be activated for ePOD so your BA team can ask them to speak with IT. Plants need flags to be set up as both delivered and collect • The quote has not been set up for ePOD - An event will be triggered to notify the sales team that the quote is not active. In some instances, the quote will correctly not be activated for ePOD • If in doubt about the auto generation of paper tickets for any reason please contact your Regional Office to discuss.
CUSTOMER PORTAL ISSUES Any customer portal issues should be directed to the IT service desk where an existing support mechanism is already in place.
TROUBLESHOOTING ISSUE
The device will not turn on
The device will not log in
The tablet is frozen or will not respond
The screen will not rotate
THINGS TO TRY
1. Check the device is charged 2. Press the power button for 2 seconds and release and wait 10 seconds
1. Check you have not entered any spaces in either your username or password
1. Please press the power button for 10 seconds to force the device to shut down and wait 30 seconds. 2. Press the power button for 2 seconds to restart the device.
Please note that the PODFather app used for ePOD is designed to work in portrait orientation and the general screens that you interact with will not automatically rotate to landscape, unless a signature is required.
Any further questions should be directed to the ePOD Support Desk on: 0345 071 1350 or via e-mail: Tarmac_support@peak-ryzex.com
EPOD HELPDESK
0345 071 1350
TARMAC.COM
VERSION 1.0 / SEPT 18
SBN/0918
Tarmac_support@peak-ryzex.com