FUJ00058180
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ICL Pathway
Bringing
Technology = Monthly
to Post Office Progress
Counters & Report ,
Benefit Payments CL
Mm
March 1999
FUJ00058180
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ICL Pathway Programme Monthly Report Ref: PA/REP/036
Version: 1.0
Dare: 15/04/99
Document Title: ICL Pathway Monthly Report - March 1999
Associated Documents:
Reference Vers Date Title Source
[1] PM/PRO/002 1.0 26/09/96 Pathway Programme - Project
Planning, Reporting and Control
Approval Authorities:
Name Position Signature . Date
J. H. Bennett Managing Director
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ICL Pathway Monthly Progress Report
Contents:
Managing Director’s Summary
ey
Systems Report
Commercial & Financial Report
Customer Requirements Report
Customer Service Report
Quality & Risk Report
Business Development Report
Implementation Report
Organisation & Personnel Report
Post Office Client Report
;
mu
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Managing
Director’s
Summary
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ICL Pathway Managing Director's Monthly Report Ret: PA/REP/O36
Version: 1.0
Date: 15/04/99
Managing Director’s Summary
PROGRAMME PROGRESS
¢ — The live Release 1c’service continued to pérform well in March.
e —- The targeted testing to check the successful resolution of PinICLs
outstanding at the end of End-to-End and Model Office started and
completed on schedule. The results. of this testing was viewed both by
ourselves and POCL to have been successful with a high degree of success
across the number of PinICL’s under regression test..A closure report on
this has been produced by POCL, and was one of the reports tabled for the
Release Authorisation Board (RAB) for Live Trial which met on the 7"
April.
e Next version of the Known Problem Register (KPR) has been issued which
is judged both by Pathway and POCL to be an acceptable list of issues both
in business: impact.and quantity. However, we know that BA take.a different
view and are using this, and other statistics to support their argument that
further testing is still necessary and that another cycle in the Model C.‘ice
Test should be conducted. We will oppose this very strongly and are
pressing POCL to take an equally robust line.
° The POCL Infrastructure Acceptance Specification was approved, making
22 out of the 24 specifications now approved. Pathway has proposed, in
writing, the detailed way forward to getting the BES specification approved.
The last specification, Service Boundaries is progressing. The BPS and
EPOSS Trials Closure reports are in preparation following completion. of
the associated test reports on 6” April and Acceptance Review document
packs are being published. The first difficulr Acceptance Review, on Audit,
was successfully concluded,
° The RAB on the 7" April was important to maintain project progress and
here BA have been increasingly difficult and disagreed with the views of
both POCL and Pathway that the programme should proceed into Live
Trial. We haye contingency plans to force the programme forward along
our timescale, but without the full support of both BA and POCL this will
become increasingly difficult.
e@ Our plans towards achieving beginning of-live trial remain on schedule, and
we are prepared to begin the migration of the Release. 1¢ counter positions
to New Release 2 starting 11" April with the critical Data Centre conversion
to New Release 2 scheduled for 8"/9"" May.
° No progress had been achieved on the Multi-benefit testing arrangements
with BA until the middle of the month. They declared their willingness to
restart on the 12" April but then more recently changed their demands on
what such a restart might require. We remain ata stage of readiness to
support BA on this date.
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ICL Pathway Managing Director's Monthly Report Ref: PAREPO36
Version: 1.
Date: 15/04/99
. Preparation of Post Office outlets continues to make progress with over
11,000 Sub-Postimasters now in the process and site surveys running at-over
8,000. We now have over 2,500 Post Offices in a state of ready for
installation.
NEGOTIATIONS WITH THE AUTHORITIES
e Discussions with HM Treasury and the two sponsor authorities have been
continuous over the last month and progress achieved has been reported
separately.
. HM Treasury understands the importance of reaching an agreed position in
time for the year-end reporting of both ICL and Fujitsu. A lot of work
remains to be done to reach a consensus on the right way forward and to
put this into a legally binding agreement. This will be a challenging target in
the short amount of time which is available.
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ICL Pathway Systems Monthly Report Ref: PAVREP/036
Version: 1.0
Dare: 15/04/99
Systems Report
MONTHLY SUMMARY
¢ The final E2E and MOT test phases successfully completed on 15°" March
on schedule. As anticipated, it was necessary’ to demonstrate clearance of a
number of incidents via a target test exercise scheduled between the 24"
and 31" March. This also ran successfully and achieved a pass rate in
excess of 98%. The Known Problem Register (KPR) will be closed with
approximately 140 entries. Consequently, the Horizon Programme have
confirmed that they are willing to enter ‘live trial’ commencing with the
migration of the counters:in the existing 204 outlets. They will be stating
this view at the Release Aiithorisation Board due to take place 7 April
1999,
. A rehearsal of the release 1¢ to NR2 counter migration activities
uncovered two potentially serious issues, one concerning the outlet specific
reference data and the other regarding the ‘initialise training’ function.
These have since.both been resolved and a final rehearsal is planned
immediately prior to the first outlet being converted on Monday 12 April
1999,
. The BIT regression cycle, an important input to the acceptance process,
finished successfully on 14"" March. Further runs are expected in parallel
with ‘live trial’ to confirm clearance-of contractual acceptance incidents.
This updated version of the system will be used for National Roll-Out.
. The second usability trial held at che Twickenham Regional Post Office
proved a valuable exercise for POCL. It confirmed that the staff had very
few problems with the new accounting and stock balancing procedures.
. The Benefits Agéncy have still to confirm that they are prepared to start
the multi-benefit testing on 12" April as originally planned. They have also
stated thar the interface testing of the on-line enquiriés functionality will
not start until the end of May, after CAPS 3.5 has gone live and not in line
with the Treasury planned date of 1“ March 1999. This.functionality is
present in the current NR2 software baseline and has been ready for CAPS
to exercise for several weeks.
. Progress-on new release.2+ is improving as the support demands for NR2
gradually reduce. KMS remains the critical path act'vity closely followed
by the development of the new LFS product for POCL.
¢ Preparation for the reorganisation of the systems department are near to
completion and we expect this to be operational from 4" May 1999. This
should enable ICL Pathway to deal more effectively with the additional
and diverse workload expected in the latter half of 1999.
. Ir is quite remarkable that the team continues to work extremely hard and
remains focused on the job in hand, this is in spite of the air of uncertainty
surrounding the future of the programme.
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ICL Pathway Systems Monthly Report Ref: PA/REP/036
Version: 1.0
Date: 15/04/99
PROGRESS
¢ The technical and security testing which runs in parallel with the customers
facing test streams is progressing well. The number of medium business
impact incidents has been reduced to 3 and fixes for these are awaiting
regression testing. All of the final test reports are in production.
* — The End to End testing counter activity completed on 12" March with
POCL back end processing completing on 17 March. The MOT counter
activity completed on 10" March with POCL processing completed during
week ending 14°" March. The number of incidents and their complexity
have not been the cause of undue concern. The large majority have been
investigated and resolved either because no fault found, software fix
identified or an agreed entry on the Known Problem Register (KPR). Those
where a fix was identified were subject to target testing between 24" and
31™ March and this achieved a 98% success rate.
¢ — The automatic cash account validation exercise is now complete and
outputs are with ROCL for scrutiny. Initial reports suggests that the
reference data for ‘live trial’ will be approved. Discussions regarding the
process for changing reference data during live trial have not yet reached
agreement.
e — A regression cycle of the data warehouse and MIS/SLAM/FRMS/CCS
systems is not going well. ‘This version of the software was designed to
address the performance-and usability issues we had identified in earlier
versions but the quality of the latest release appears to be poor with
indications of major regression. Urgent discussions with the supplier (AT&C
Belfast & Dublin) have been arranged and hopefully actions-can be taken to
resolve the situation.
° Progress on testing the very large 22 counter position ourlet has been
excellent. The message store is 780Mbytes in size and continues to grow but
very few problems have been uncovered. Not surprisingly, training takes
several miiiutes to initialise in this environment and options to improve this
are currently being evaluated.
. The BIT Regression cycle finished on 14" March. Further runs of this cycle
are expected in order to confirm clearance of'specific acceptance incidents.
° The formal sign off of the Process and Procedures (PPD’s) will not be
achieved on the’2™ April as planned. This is a critical dependency for
Acceptance and maximum effort is being applied to resolve the few
remaining issues many of which are with POCL and long-standing.
COST DOWN
° No new cost down initiatives were identified this month.
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ICL Pathway Systems Monthly Report Ref: PA/REP/036
Version: 1.0
Date: 15/04/99
CURRENT CRITICAL PROBLEMS
° The Sponsors may not authorise the NR2 system for release into live trial.
They may conclude that the accimutlative effect of the number-of software
incidents classified as low business impact represent an unacceptable risk
and may insist on some or all of them being fixed and a rerun of the model
office with the consequential adverse impact on the delivery schedule.
ISSUES
° Integration of the new POCL product LFS, and the EPOSS infrastructure at
the counter is proving troublesome. Senior management intervention is
necessary to address the issues identified.
° Now thar the total Pathway system is built and will shortly be in full
operation, it has become apparent that there is a need for a Riposte
regression facility. i.e. a special environment which enables new versions of
Riposte to be properly regression tested.
. The PSTN solution remains technically unproven and meetings have been ». a
arranged with POCL to discuss further‘their requirements for
mobile/portable configurations. In parallel, we continue to negotiate with
Energis and BT with the objective of réducing the cost of installing and “3
running frame relay connections. "
° ICL Pathway believe that it should now assume responsibility for the BES i
application developed for thé counter by Escher; this will enable the & wy
product to be completed for NR2+. If this Csnot be successfully negotiated &
it raises doubts as to whether the required enhancements can be completed
in time.
¢ The introduction of NUMA-Q is progressing well and an agreement has
been reached with EMC with regard to fibre channel on NT. However, the
implementation strategy needs to be very carefully monitored to ensure that
the NR2 roll-out is not adversely impacted.
COSTS
. The systems directorate is currently refining the 1999/2000 forecasts and a
series of regular financial reviews have been scheduled throughout the year.
These are designed to enable management to monitor the derailed
expenditure on a monthly basis.
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2 [elosourWO7) ——— ——
ICL Pathway Commercial & Financial Monthly Report Ref:
Version:
Date:
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PA/REP/036
1.0
Commercial & Financial Report
MONTHLY SUMMARY
. No Input
COSTS
° The Controller’s report follows,
MARCH ACTUALS 1999
KEY NUMBERS (£000'S)
Trading/Project Costs: Revenue
Project Cosis delore Caplatisatiens
Declared PBT, Losses
Cash: Business Oneraiing Cash Flow
Balance Sticet: Project WiP
Net Fixes Assets
Tota! Borrowings
Headcount Permanent
Nan-Permanent {ITs ang Temporares)
(Memey” Freelancer
Summary:
Ail key incicators were favourable to forecast in Maren,
Ton Com. (is mins from san S98)
‘Variance.
Actual Acwal Forecast
799 1.894 33
0.875 132,989 108
5r 1598 75
(0.779) * (42.496) 38
‘cd through ICL IT Goniractor Services
Endor tarch 1955,
Variance ws.
Forecast
Bry
3,100
318
15/04/99
Pathway financial submissions were made on time 1 Group 04 Frigay Sin Apri, These were Dased 09 our continuing policy of capilalsing all UX oroject
expenditure into project Work=n-Pragress.
Any notion of favourable variancas Wl
of intense activily with cur main client
jealy evaporate these poicies
consigared 10 be unsusiannatile, even taking due account of ne current fevels
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ICL Pathway Commercial & Financial Monthly Report Ref: PAREPIOS6
Version: 1.
Date: _15/04/99
MARCH ACTUALS 1999
PROJECT COST ANALYSIS (£000’S)
Woah Tom (75 tins em Jan 1oSB)
Vanance vs.
Actual Aewial Forecast
Revenue 7 1894 23
Decl Cost of Sales 25.150 281
Gross Margn (Dore) I 723.258) 318
Ovex: Lapeur - Own Siall 203 vhO1S iv
Travel & Subsisience 79 785 ‘a
Freelancers 2,088 24,678 7
{CL Subconiracts 2.255 20793 «7a
‘Otner Suocontracis 350 9.789 132
Depreciation 498 17.788 31
Marketing 29 633 25
Protessicha! 261 3.285 3]
Otrer op2x 631 5528 (200)
Gross Project Opex e083 93.263, 205)
Interest costs 1.240 15.470 .
Costs before Capilatisaiions: 132385 08
Declared PBT Losses 7 1588 3
Capitaised into WP cunng year 10.618 21801 uM
Comments.
Revenue was slightly ahead o! forecast, wilh supptemé
for nei conindution 1a sie survey and modkicaton work
FY vernal invoscing on inlemarenal aroyects otfesiting 3 small shontall on invoicing to POCL
‘There were further gains an arect costs, mostly fram Operational Services (lormer CFM ane Sorbus), where additional forecas: costs relating lo Ine
‘mugration 9 release 2 sysiems were not incurred. The pxysical migration exercse siarled over ine weekenc, wih a single ofice now enabled 10 nct only
encaih benefits bul also lo rangac! Post Otlce iransactions, Such as slamp sas: The exising 200+ offices, plus a furtne: 100+ are due lo be se! up for
release 2 by the midete of May.
Mast ovex vanances were either small or offsetting, sitn Ne exception af the cesis of Seting uD cur expancea Customer Service function in Brackenel, which
‘were dealt win through P&L. rather nan fives assels (g ¥en oUr Accounling poLaes; this aiferennialion is somawhat academic)
Dectares losses on intemauiona’ actuiies were CS7k, wich was £75k eller than forecast: due 10 a comoinaion of the extra revenue tevels and cosl coniainment
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ICL Pathway
Commercial & Financial Monthly Report
Ref:
Version:
Date:
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PA/RE
1.0
15/04/99 -
1036
MARCH ACTUALS 1999
HEADCOUNT
Permanent Headcount
Systems.
Implementauos
Customer Service
AlVolner departments (UK Project)
Tolal ; UK Project
Inlernational Saies
Totals « Permanont Statt
Non-Permanant Headcount
Industelal Trainees and Temporary Stott
Freelancors (sourced through
ICLIT Contractor Services)
systers
Implementation
Customer Service
All omner departments
Total - UK Pro;
Jntemational Sales
Totals - Highor Skills Frealancers
Totals - Nten-Permanent Staff
Grang Tota! - UK PFI Project
GRAND TOTALS
[([Enecinarenes—_)
Vanance vs.
Actual Forecasi
E 6
st a
ST
53 3
20 6
4 1
[Ta 7
Eng of March 1585
‘Vanance vs,
Awa} Forecasi
[5 a
4 fi
r .
26 el
782 mI
7 $
7
I _ af]
Tz @
1 2
EE we
Permanent heaccount leve's
were again lower than
forecast, with the now
‘amiiar dificulies of Cling
positions in Systers areas.
slit apparer
Freelancer levels were.
i line with forecast im total
. ta
we
m
1 a
* «a
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ICL Pathway Commercial & Financial Monthly Report Ref: PA/REP/036,
ersion: 1.0
Date: 15/04/99
MARCH ACTUALS 1999
CASH FLOW (£000'S)
Tor Cum, (1S rahe fom Jan TSEB)
Vanance vs.
Inflows/(Outflows) Actual Actual Forecast
Net Project Costs - capitaised into WIP 179,610)] (131,401) ua
Project cosis taxes straight 10 P & 7) (188) 75
Dépreciation 1,498 17.788 (53
Movement in other Working Capua! tems 3530 1125 (2.831}}
Fixed Assel Adcwons 3.122) (28:00) 3151
Business Operating Cash Outflow 773) (ERE) a8
Opening Net Sortowings,
Closing Net Borrowangs
BALANCE SHEETS (£000'S)
Comments:
Cash flow and resultant month-end borrowings were £318
better nan forecast
Soebfic variances in the month rarely transiaie into immodiste
cash Nowivorrowngs, due lo working capial mpacis: this is
‘evicent (rom ne lower than forecast levels of fixed assel adaiions
bbeing almost entirely offset by iower creditor levels,
Monin-eng po:rowings levels variances are generally more
likely 0 be impacted by day-to-¢iy cash conlrol niaasures an
the limung of supplier payrnents, and we were sucess in keeping
‘ur norrowings requirements witin previously forecast levels.
Net Fixed Assois
Project Workin Progress
‘Ctner Working Capital
Totals
Snare Capita
Relaines Eamngs
Grous Pooled Borrowngs.
iemernal Loans.
Enternai Loans,
Tola! Sorroungs
Tees
232.252
Ena of Maren 1958
Rewat__] _Forecssr
6.925 I $0,025
228,187 224.991
(20,808)] (23.897]]
25076 BOSS
20,000 20,000
2,178) (2.251)
332! 59.650
59,000
573.120 173,120.
232,
250278 BOSS
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yoday
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FUJ00058180
ICL Pathway Customer Requirements Monthly Report Ref: PA/YREP/036
Version: 1.0
Date: 15/04/99
Customer Requirements Report
MONTHLY SUMMARY
e There are now 22 approved Acceptance Specifications out of a total of 24,
with approval of the large POCL Infrastructure one being achieved. There is
a way forward on the BES specification and the one for Service Boundaries
is progressing.
. The four key BPS and EPOSS Trials Closure reports are in préparation with
the completion of‘regression run reports for BIT and EPOSS. Review Packs
are going outa little'later than plan but are progressing well. The
potentially difficult first Audit Acceptance Review was conducted
satisfactorily.
DETAILED PLAN ACTIVITIES
NEW RELEASE 2
. The Version of the Known Problem Register (KPR) to document entry to
Live Trial was negotiated, including three days of intensive off-site
meetings. This was the dominant activity during March and produced a very
positive result. There were 146 entries on the register not Closed. The
medium severity entries were reduced to six. This register included all the
unresolved issues from the last stages of Technical Testing, Model Office
and End to End Tests,and the supplementary Targeted Testing.
. The Requirements team has supported the daily QFP (Quality Function
Process) and Targeted Testing meetings to marshal and resolve the current
PinICL work in progress.
. A further revised Audit Trail Functional Specification (2.6), to resolve
Acceptance Review issues, was ourput.
. Horizon wants the document Post Office Not Available For Benefit
Encashment document introduced as a Contract Controlled Document
(CCD) after review. The associated Pathway Change Proposal was raised.
RELEASE NEW 2+
. Tony H has negotiated to produce a functional specification in April,
funded by Horizon, for-the support of additional DSS agent roles of Split
Payment Payees and Death Arrears Payees: Agreement to our proposal for
Summarised Reccipts (R909) was achieved.
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ICL Pathway Customer Requirements Monthly Report Ref: PAREDIOS6
Version: 1.0
Date: 15/04/99
CCNS / CRS / CPS
¢ = The whole CCN list was restated showing the status of all CCNs at the
point of Live Trial start. This was a prerequisite to obtain approval of CCN
251, which was the original CCN to approve the Release Contents
Definition (RCD) for New Release 2.
. CCN 397 was withdrawn by Pathway as too late for NR2 +.
° Pathway commitment is awaited on CP 1799 (Service Boundaries).
ACCEPTANCE SPECIFICATIONS
° POCL Infrastructure - this was finally approved.
e BES - We have provided POCL and DSS with.a list of changes that we
believe are required to resolve the issue of POCL’s ultimate liability that had
held up POCL approval. We will convert this into a CCN without waiting
for the Change Request from POCL. Only superficial changes-to the BES
Acceptance Specification will be required and Acceptance will not be
otherwise arrected.
° Service Boundaries - A response from the customer to our earlier review of
comments was reviewed and a further response returned. There is dispute
over the detail of performance that needs to be recorded at service
boundaries and POCL concern over the BES/PAS boundary. The: customer is
pressing for a boundary performance measurement capability to be available
as part of Acceptance, that is, during live trial operations. A simple
recording of a subset of the. information has been offered.
. CP 1799 has been raised to improve boundary measurements for NR2+.
Only a subset of the information would be available at NR2 and we may yet
have difficulties providing all the assurance that the Authorities require.
. The SADD Appendix B has been reworked to include additional material
necessary for service boundaries acceptance and-also to bring the
information into line with NR2 to reflect the rework of Agent design.
ACCEPTANCE TRIALS
. Work continues on the BES Acceptance Trial Closure Report using the
material from the BIT Regression Final Report, the TPS Closure Report and
the Security Testing Report. There are no outstanding Acceptance Incidents
from either TPS or Security Testing and one individual test step under TPS
was not completed because of script error.
. The position on BIT test results is thar 64 BES Acceptance Criteria are
proved and ten were unsuccessful. The areas with outstanding incidents
included card authentication and impounds, receipts for casual agents,
appointee encashments, foreign encashment processing. In general this is a
very positive result.
e — The EPOSS Closure report is in preparation following availability of the
EPOSS Regression Final Report.
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ICL Pathway = Customer Requirements Monthly Report Ref: PARERIOS6
sion: 1
Date: 15/04/99
° Approval of the Security Trials Closure report has been recommended
following a successful appraisal of the Girobank third party testing.
° The POCL Infrastructure Trials Clostire report is dependent on the
Technical Testing test reports that.are now coming through at the level of
progress required.
e — Approval by the Authorities of the OBCS, APS Trials Closure Reports and
Reference Data is now overdue.
ACCEPTANCE REVIEWS
. BES - The first segment review pack was issued on time, although Horizon
was unable to unzip files. The first review is intended to be a relatively
gentle introduction. dealing -with soft issues such as “flexibility”.
. Four BPS Acceptance Review segment packs were issued on schedule. A
further four segment packs are due during April.
. The first wo EPOSS Acceptance Review segment packs were output, and
the first set of comments on the first of these was produced.
¢ The first-two review packs were issued for Security together with the first. Ps
Service Levels pack. 1
. Two review packs were outpur for each of Implementation and Policies & 2
Standards. " a
e Review packs have been output also for OBCS, APS and POCL
Infrastructure. -
° The document spreadsheet (of acceptance ‘ew documents) was i"
completed and passed to Design who are adding some additional
information to assist management of the final production of the outstanding
documents.
. The principal holding factors are the set of PPDs (Policies & Procedures
Documents), a number of Implementation area documents, the MIS test
report for the testing repeated for Live. Reference Data and Invoicing
Standing Data and Business Continuity documentation. A set of PPDs has
been commissioned that will document the current state of agreements and
issues and will support document reviews needed for Acceptance.
e The first Audit Acceptance Review was conducted satisfactorily. It had
threatened to be a difficult review because the comments on the review pack
were very “oppositionist”. However, face-to-face it proved possible to
overcome all objections with only minor revisions of the Auditors’ Manual
and the Audir Trail Functional Specification.
‘OPTION B'
. A significant amount of effort has gone into'this during the month,
including meeting attendance with POCL/BA/Treasury, Pathway reviews
and producing updated service definitions at outline level.
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Version: 1.0
Date: 15/04/99
OTHER TEAM ACTIVITIES
. DCH continued to support the workshops on Better Government. This has
included reviewing the White Paper and examining the options for smart
card usage and synergy with other ICL programmes such as Government
branch, Persona (Financial Systems) and the Microsoft.Alliance and card
plans.
¢ — All appraisals were completed.
e John
CURRENT CRITICAL PROBLEMS
. None.
ISSUES
. The completion of documents needed for Acceptance Review is beginning
to delay Acceptance Review Packs. Actions are.being pursued with named
individuals.
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ICL Pathway Customer Service Monthly Report Ref: PAYREP/O36
Version: 1.0
Date: 15/04/99
Customer Service Report
MONTHLY SUMMARY
° Release 1c has continued to be stable and provides excellent service in the
run up to NR2 Live Trial.
. No new problems reported
. Majority effort is being invested in completing MOT and preparing:supplier
services for NR2 migration in early April.
RELEASE 1C VITAL STATISTICS
. Installed base: 203 Post Offices, 332 counters ©
Number of Cards issued 49,038
Number of Active Cards in use 37,584
Total number of BES Counter Transaction 1,100,048
BES Counter Transactions in month 102,088
Total value of Benefit Payments received _ £34.6
Value of Benefit Payments received in month £2.9m
Total value of Benefit Encashments made £33.6m
Value of Benefit Encashments in month £3.2m
Total number of OBCS Transactions 7.4m
Total number of books impounded 19,507
PROGRESS
OPERATIONS
° Live Reference Data Proving exercise completed with no major issues.
. MOT completed successfully and it was pleasing to receive positive
responses to the performance: of the underlying support services during this
period.
. Majority effort is now being invested in preparing for the Rlc to NR2
counter migration. The rehearsal on 2™ April identified some new problems
but these have been overcome in time for the cut-over on 11" April.
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Version: 1.0
Date: 15/04/99
BUSINESS SUPPORT
¢ The overall incident.rate decreased to 0.03% in March with 33 incidents
being received against 102k payments. Of these, 16 were ‘Non committed’
transactions all due to the clerk voiding the transaction after paying the
customer.
° The number of incomplete transactions was 9 (0.009%) 4 of which were
due to power failures.
. There were no SLA-non-conformances.and the BES stream continues to be
fully reconciled.
. A proposal to make reconciliation reports available co POCL and BA via
access to a dial-up PC has been formally documented and distributed to
relevant Authorities’ staff.
BA & POCL SERVICES
. Service performance in March was very good.
. There were no new probléms identified.
* — After-much prompting by Pathway, a change request has been submitted by
POCL to introduce the National Business Support Centre. This will replace
the 7 Regional Helplines and is eventually intended to-provide a first point
of contact for all post offices reporting problems or querying procedures
with the Horizon system. This should reduce our Helpdesk costs
significantly with unnecessary calls being filtered by the NBSC before being
passed to the Horizon Systems Helpdesk.
CUSTOMER SATISFACTION
. Remains high with no issues to report.
. Service Visit Reply Cards continue to be returned regularly. and ‘reveal the
continued excellent performance of field service staff.
SYSTEM SUPPORT
° Following completion of the extended machine room, work has now started
on the rigs, initially with the RDMC rig.
e There were few problems on the live service in March until, at the end of
the month, there were issues with the Cash Account Week. SSC staff were
able to fix this problem pending the provision of updated reference data
from POCL.
. For the first half of the month SSC were heavily involved with MOT work.
° The SSC requirements for access to the live system have been formally
documented and distributed. There. are no outstanding comments and the
SSC PCs to support NR2 arc being built on the basis of the document.
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ICL Pathway Customer Service Monthly Report Ref: PA/REP/036
Version: 1.0
Date:_ 15/04/99
. ICL Group has made a corporate decision that the helpdesk of choice will
be Peregrine. This is likely to dictate the future of Powerhelp-and can be
considered in the context of a PinICL replacement
CURRENT CRITICAL PROBLEMS
. None
ISSUES
. At the pre-RAB meeting on 25" March, BA declared they were unhappy
with the quality of testing for NR2 and would require to rerun MOT and
E2E before giving their authorisation for NR2 Live Trial. This was rejected
by Horizon in favour of a proposal to perform Targeted Tests at the end of
MOT to specifically test the c120 outstanding problems. .BA agreed to the
Targeted Test approach but reserved their position. They offered no
quantification of the extent ef cause of their concern other than the
‘relatively high’ number of new problems identified during MOT.
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ICL Pathway Quality & Risk Monthly Report Ret: PA/REP/036
Version: 1.0
Date: 15/04/99
Quality & Risk Report
MONTHLY SUMMARY
. FRM - Testing of FRM irregular encashment reports has raised major faults
which are being addressed.
. Risk Management - The programme risk review has shown a fall in overall
tisk - major issues now being the potential impact of DSS attitude in
acceptance and the lack of an end to end plan.
. System Security - Good progress with documentation of processes and the
clearing of final issues.
¢ Quality - Policies & Standards -Segment 1 and 2 acceptance review packs
have been distributed. Implementation processes rémain the major gap in
process documentation.
° Audit - Good progress - successful Segment I documentation review, minor
incidents from BIT testing and a successful extraction demonstration.
° Year 2000 Conformance - POCL have raised a CR, requesting a con:}.:gency
© plan against Ric being live at end Q3/1999. Our response is to request a
paid study - we do not expect to get approval for this until after RAB.
° Contingency Planning - considerable work is required to complete and fill
gaps-for successful acceptance review.
PROGRESS
FRAUD RISK MANAGEMENT
GENERAL
. Processes:
° Discussion of E2E processes is underway with BA.
° EVP reporting and desktop requirements are being progressed.
RELEASE 1C
. New layouts for che FRMS reports are being defined.
° No.FRM incidents were reported daring March.
NEW RELEASE 2
. FRM testing (MOT environment). FCMS was tested and while a number of
small issues were discovered, the core functionality operatéd correctly. The
FRM irregular encashment reports showed major faults, which are being
addressed.
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NEW RELEASE 2+
° EVP: CCN 243. The CCN has been issued.
RISK MANAGEMENT
° NRO Risk Register, March. Major risks that.have been identified include:
° RODB; the requirements for 2.6 have yet to be finalised
° Geographical Spread of RFI Offices; a significant number of offices
have dropped out of the Infrastructure programme. The existence of
these “holes” is likely to increase the risk of logistical problems
associated with implementing offices in different areas.
. Business continuity planning-is not complete.
. The quality of HFSOs is a key factor. ICL Pathway has no means to
measure performance, and no capability to contractually mandate the
removal of an individual.
° User Proficiency Levels. It is possible for an office to go-live (having
achieved Minimum Training Compliance) with a significant number of
outlet staff who are unable to operate the system.
¢ — Implementation modelling. The first version of the “I think’ model has been
completed.
. Programme Risk Register, April. The overall risk.score has decreased again,
mainly as a-result of reduction in NR2 risk. Major risks now include:
° Planning - The lack of agreement to an E2E plan continues to be the
major programme risk.
. Acceptance - The attitude of DSS and BES boundary disagreement
benveen BA and POCL. Internally, we have some issues in the
production of documents for Acceptance review.
e NR2+ - Main risks include the impact of NR2 (software quality and
PinICL fixing) and delivery of new functionality, in particular KMS
and EVP.
SYSTEM SECURITY
GENERAL
e Three new viruses were reported to QRM in March 1999 all of-which had
significant impact. This has raised the urgency for the new Anti-Virus
software ‘Virus Scan’ from NAI.
. Physical security requirements for the RoDB in Feltham have been defined.
° An assessment was prepared of risks associated with the compromise of
sensitive documentation.
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NEW RELEASE 2
° Work has begun to define an optimum security solution for “follow the
sun” technical support from outside the UK which allows Foreign Nationals
visibility of HMG data.
° Live NR2 keys have been created and distributed.
. A meeting was held with a Computer Forensics expert from Thames Valley
Police to review and modify the ICL Pathway PACE certification process.
e A Testing Security Policy was written to specify how sensitive material is to
be protected during testing.
. A solution to PCHL authentication [SFS 5.4.1.4] has been agreed; the SFS
will be amended to reflect the agreement and a CCN raised.
. PACE, Security Awareness, Security Management Procedures and Security
Event Management documents required for Acceptance have been delivered
to the relevant Acceptance Stream Managers.
QUALITY
. Disaster Recovery Planning. Plans have been received from SMH and are %
under review. The requirement of detailed plans for acceptance review is .,
being discussed.
. Policies & Standards Acceptance Test
e Segment I and 2 review packs have been submitted. o
° QMS review lias identified the largest ~->s as being in Implementation
processes. Jim Flynn has set up a smal] team to address these issues.
AUDIT
° Acceptance - BIT Regression 2 was run during March and resulted in 26
PinICLs being raised against Audit Acceptance Criteria. This equated to 8
Acceptance. Incidents and a number of Observations. As at.30/03/99 there
are 11 PinICLs and 3 Acceptance Incidents still Open. The Acceptance
Review Segment 1 was successful in that it raised only 20 minor
amendments to documentation.
. Model Office Testing Demonstration Extraction was completed and
witnessed by BA and POCL.
. Internal audits:
. Customer Services Audit - The Report was formally issued and a draft
CAP is out for comment.
. Security Policy Deployment Audit - Terms of Reference have been
issued and agreed with Barry Procter, and will be conducted in April.
° Change Management Audit is being conducted with A&TC resource.
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° Implementation Audit - Draft Terms of Reference have been
produced.
YEAR 2000 CONFORMANCE
° A CR has been received, requesting a contingency plan against Ric being
live at end Q3/1999, Our response is to request a paid study - we do not
expect to get approval for this until after RAB.
° Business Contingency plans have been reviewed from a Y2k perspective.
Progress on system contingency has been good, significant work is still need
for disaster recovery and there is no evidence of Implementation
contingency plans.
COST DOWN
. Discussions have taken place with Girobank and a proposal is being
developed to cut the cost of the 1999 FRM contract. “ee
¢ — Publiciry material has: beeimproduced and distributed.
ISSUES
° Horizon (particularly POCL) have not agreed the One Shot Password
verification. HLD. As-a direct result ICL Pathway design and development
deadlines have been missed, and the service cannot be provided.
° R2+ Requirements for Audit - The experiences during MOT have
confirmed that the requirement’ for the GUI to front end the identification
and marking of audit files for retrieval is paramount. A CP to accelerate the
production of this software is being raised. If this is not accepted, we may
find retrievals using the default Legato structure unworkable.
° Gaps in business continuity plans need to be addressed.
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Business
Development
Report
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Version: 1.0
Date: 15/04/99
Business Development Report
MONTHLY SUMMARY
POCL have initiated discussions in the area of Network Bank, although
decisions are still pending outcome of Treasury review negotiations.
ROCL has re-engaged with us to progress-their requirements for accepting
debit and credit cards. Discussions regarding costs are on-going. We are
awaiting an updated SOR.
Work continues internally with Customer Requirements, Architecture, and
Design on new products; Banking, Multi-channel, and Generics.
Press activity: the usual calls - no specific coverage.
The South African Project Manager and the Namibian TDA will visit the UK
in April for project initiation.
PROGRESS
NETWORK BANK
We are now in discussion with POCL regarding Network Bank and related
volumes. Work is on-going for the global requirement document being
created by Dominic Barton (UK) and Brian Hauxwell (International) to
form the basis of design and development activities in Systems.
EFTPOS (CREDIT/DEBIT CARDS)
Discussions with Matthew Bruce regarding locarion.of hot card file and
subsequent costs have been on going throughout the month.
Requirements and Design are continuing to investigate a very simple
requirement which would be less integrated at the counter, but would
provide the core functionality and be deliverable in shorter timescales.
Customer education acceptance review actions are being progressed.
Thie Austrian Post meeting went well; there is potential for new business
and there will be a follow up visit to the UK.
CRITICAL PROBLEMS
None.
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(CL Pathway Implementation Ref: PA/REP/036
Monthly Report Version: 1.0
Date: 15/04/99
Implementation Report
MONTHLY SUMMARY
. The Implementation OMR has been completed addressing weaknesses in
the organisation and ensuring the team is prepared for the Live Trial and
National Rollout phases of the programme.
° The infrastructure, training and migration programmes continue to make
steady progress without any unmanageable critical concerns. The profile for
National Rollout has now been agreed in principle with all parties and is
due to commence on 23” August 99.
e The level of suspends in the infrastructure programme is still too high and
the schedule is currently running 5 weeks behind. Action has been taken to
address the cause and it is anticipated that the 5 weeks can be recovered.
The current aim is to ensure sufficient stock of outlets is achieved in order
to commence National Rollout with a strong back-of outlets at RFI.
e Actions have been taken to initiate improvements in programme and cost
control within Implementation. However there are currently a number of
suppliers who are attempting to progress contract re-negotiations on the
basis of requirement change. This is being resisted although it is realistic to
expect some cost impact. :
PROGRESS
. The Implementation OMR has now been cusciuded and the revised
organisation has been communicated throughout Pathway, to POCL and all
implementation suppliers. The OMR was communicated to the
Implementation team at a teani event ini Stratford-on-Avon and feedback
has indicated it has been well received. The appointment of [PMs (expanded
role) to the four regions was concluded in the month and the key positions
of Financial Concroller and Field Manager have been filled. The Field
Manager joins the team in mid-April and the Financial Controller in May.
¢ The infrastructure rollout programme is continuing to make steady progress
(see weekly statistics below) although the level of office suspends is still
impacting the target beat rate. Weekly tracking of the causes of suspends is
now being used to identify problem areas and to bring pressure to bear on
regional teams to address these causes.
IMPLEMENTATION WEEKLY STATISTICS
(For week ending 4" April 99)
I Activity : This Week Cumulative I
RGM letters issued _ 300 I 1,359
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I MIB events held I 8 I 215
MIB Attendees 338 10,644
Site surveys undertaken I 302 - 8,384 I
I Site re-surveys required "123 3,157
Site re-surveys undertaken 121 2,742
I Site modifications done 88 1287
[Site preparations done I 193 2,787
Sites RET iz 193 2,787
User Awareness Events Held BY 3
I UAE Number of Offices 33 I ~ 53
° The number of non-ISDN sites has.now reduced to 351.
e The training programmie is also making steady progress, with the first User ne
Awareness Events for LiveTrial and the first HFSO training course having
been completed during the month. There had.been some difficulties in being
ready for the HFSO training programme, although these were overcome
and the programme dares were achieved. Feedback from the first HFSO
course, a dry run, has been usec to-revise and improve the course to the
customer’s satisfaction such that future courses will meet with trainee and
POCL expectations.
. Readiness for the migration of live trial outlets and migration activities in
general has progressed satisfactorily during the month. The final two
Transition Executives, required for migration support activity, joined the
team this month and will be ready to support migration during Live Trial.
Migration tools, processes and key suppliers are briefed and ready for the
migration of Live Trial outlets.
e The HFSO training course has been developed, dry run with 12.HESOs and
the course has been revised based on student feedback. A draft HFSO sub-
contract has been passed to POCL and feedback has been received. POCL
are resisting the formality of a sub-contract for the HFSO work (see Issues).
. Preparations for the migration of Live trial outlets are at an advanced stage.
A migration rehearsal has been scheduled for Easter weekend and the first
migration of a live trial site is scheduled for 11" April 99. Discussions are
continuing with regard to the need for a rehearsal of an ECCO outlet
migration rehearsal.
e The revised profile for the National Rollout installation programme has
been agreed. This profile has a gradual ramp up to a target rate of 334
offices and also allows for Christmas stand down periods. The National
Rollout installation programme is due to commence on 23“ August 99.
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Monthly Report Version: 4.0
Date: 15/04/99
CURRENT CRITICAL PROBLEMS
. None to report.
ISSUES
° Continuing high level of suspends in the infrastructure programme.
. Revised counter capping limits, although agreed by POCL are still
restricting the-modifications'programme. It is expected that this will be
resolved in tlie week commencing 12" April through ratification of the
disruption proposal.
. High volume of exceptions in infrastructure programme has put regional
teams under considerable pressure. It is anticipated thar the support
provided through the appointment of the Field Manager and the addition of
new recruits into these teams will alleviate some of the strain.
° A number of Implementation suppliers have made approaches to re-
negotiate costs based on increasing complexity, delays and changes in
original contract assumptions.
se ks
° POCL have requested a 10 day training window for ECCO offices coming.
into live trial. This request has come at a late stage in the programme . oe
although it is anticipated this request can.be successfully navigated through
the change control process. Actions are in hand to address this issue for
National Rollout.
e POCL are resisting and hesitating over agreeing to the formality of a HESO
sub-contract. This will be progressed within Pathway and with POCL in the
week commencing 12" April 99.
° The Implementation team are behind schedule for the preparation of
acceptance documentation. Additional administrative support has been
acquired for one month to address this.
COSTS
° Implementation is aiming to improve cost control processes and reporting
through the appointment of a Financial Controller and the creation of a
Business Operations team. This will provide the infrastructure for c6-
ordinated programme and cost monitoring and control within the
Implementation scope of work. It is anticipated that key appointnients and a
more refined reporting and control mechanism will be in place within 3
months.
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e — Re-negotiation of the major sub-contracts with WT and Exel, to reflect
changes from the original contracts, is at an advanced stage. It is anticipated
this activity will be concluded during April 99 and that the creation of a
revised financial baseline will then be achievable. A strong stance is being
taken during the negotiation process to limit the cost impact although some
increases, attributable to changes in requirements is unavoidable. Some, but
not all, cost increases, will be recoverable from our customer.
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Organisation
& Personnel
Repor t
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ICL Pathway Organisation & Personnel Ref: PA/REP/036
Monthly Report Version: 1.0
Dare: 15/04/99
Organisation & Personnel Report
MONTHLY SUMMARY
e The number of identified vacancies fell due-to excellent progress in
recruitment and a decrease in the number of new positions being approved.
Work is in hand to ensure space is available to accommodate these new
recruits: Other key activities were associated with the preparation for the
salary review and the Employee Opinion Survey.
PROGRESS
. Appointments in March:
External Recruits 7
Transfers 2
A&xTC 4
Linkwise 0
Freelance 8
Temporary i
Total: 22
° Known joiners:
External Recruits 9
Transfers 1
A&TC 1
Linkwise 0
Freclance 3
Total: 4
. Offers outstanding:
External Recruits
PROGRESS
* The number of registered permanent vacancies decreased from 82 at the end
of February to 46 at the end of March. Key vacancies have been filled in
Implementation, including the Field Manager and Financial Controller
positions and reasonable progress has been made filling vacancies elsewhere
in Implementation. There are, however, still a significant number of
vacancies to fill.
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M Report Version: 1.0
onthty Repo Date: 15/04/99
© Two open evenings were held in March, one in the London area and one in
Manchester. Line managers supported both events and in general those
attending were a good match for our advertised requirements.
° ICL Pathway attended the VISIT recruitment fair in Manchester. This was
planned in conjunction with the Manchester open evening and produced
candidates for roles in both Kidsgrove and Feltham.
° A graduate assessment centre was held in order to recruit technical
graduates. Four offers have been made.
° The new structure for Implementation was agreed and announced. The
ongoing programme of Organisation and Managemenit Reviews continued,
due for completion on April.
° Preparation for the June salary review was completed. A timetable was
agreed and managers were provided with salary information about their
employees as well as external benchmark data to-assess market
competitiveness. Meetings to finalise the review will take place in April.
e The necessary work to allow ICL Pathway to participate in the 1999
Employee Upinion Survey was completed. This will be issued to all
employees in early April.
CURRENT CRITICAL PROBLEMS
¢ — There is a pressing need to secure more space within FEL 01 to
accommodate new recruits to the programme. ICL. Properties are currently
exploring possible solutions but there isa need for a-speedy solution before
the available space is filled.
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ICL Pathway The Post Office - Client Director's Rel: PAYREP/036
Monthly Report Version: 1.0
y P Date: 15/04/99
The Post Office - Client Director’s Report
MONTHLY SUMMARY
° The White Paper “Modernising Government” has been published.
e We are progressing the Service Management Tools bid.
° The SCS reorganisation of Post Office will also affect the IS/IT community.
MODERN GOVERNMENT
. The White Paper was published on 30" March. The potential role of the
Post Office is outlined as expected, with no major surprises. The real work
is to come in establishing where departments/local auithorities/ RDAs will
commit budget and resources to new forms of electronic service delivery,
utilising the Post Office/Pathway.
1999 BUSINESS
° Post Office revenues have held up well, with MC expecting £3m in ..arch
after £1.6m in Jan and over £3m in Feb. The march ourturn will be below
expectation owing to the Post Office’s capital squeeze - which will bite hard
in 1999/2000.
CURRENT CONTRACTS
TECHNICAL RESOURCES SUPPLY CONTRACT
° Post Office bureaucracy is impeding the take-off of the work packages
opportunity, of which there are 400 outstanding. The ICL Onsite ream have
been working hard to help PO sharpen its processes. By end-March over
£1m of orders had been taken under this contract since its inception in July
1998.
ONE STOP SHOP
. The Orange Alert-at Parcelforce has now been closed by OSD following 5
weeks achievement of the target SLA call-to-fix level
NEW BIDS
SERVICE MANAGEMENT TOOLS
. The response to RFI and presentation were well received and ICL is
shortlisted together with IBM and DMR. The ICL Reference visit to
Celestica went well. Our decision is imminent on how to respond to the
“Invitation to Negotiate”. A preferred supplier will be selected by end-April.
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y Report Date: 15/04/99
SPICE
° The PO initiative “Supporting Post Office ina Commercial Environment”
has finally erherged as a broad ranging invitation covering Customer
Contact, Client Relationship Marketing and data warehousing: The first
response has beer submitted, RFI will arrive in May and ITT in August.
POCL INTERNET
e Bid lost to Hyperlink - the debrief is reported separately
REORGANISATION
¢ As part of SCS (Shaping for Competitive Success) the IS/IT central rolé of
Dunean Hine will be strengthened, with his unit being responsible for the
deployment (not just development) of IS/IT strategy. As part of this the
ownership of all IT infrastructure will migrate, at some point in 99/00, from
the current (pre-SCS) business units into central IS. The major ‘challenge
facing IS/IT is turning the Info Systems to reflect the new Business Unit
structures. This is scén as a major task which will severely constrain the
implementation of any new IS ininatives.
COST DOWN
. No change.
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