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FAXMessage eee
To: AYO Rewer From: TOY agpenheim I
Date: I> Lay» No.:of pages 5
(tachuding cover sheet)
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Message:
RA from. Kum Baines
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T?EOWNEA MUCKOth)I From: TOnY DEPENeinh :
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Location: BeAQ) .eo™ 6ROO ,
Phone:
Fax Phone: GRO i Fax Phone:
CC.: ‘
Date: [FWA No. of pages cS
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Restricted Commercial ‘- This fax tranmmission and any accompanying documents may contain
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Message:
PA fom RumBounw
17/11 ‘98 16:11 FAX
HORIZON M’ REGO
Pust Office Counters Led
Tony Oppenheim,
Finance and Commercial Director,
ACL Pathway Ltd.,
Forest Road, ‘
Feltharn,
Middlesex,
TW13 7E}
Dear Tony,
I am writing to draw your attention to.a deficiency in the reports.in the
“service review book” (SRB) - actually titled “Service Review - Performance
Statistics” . This applies to the October 1999 issue and previous months. The
deficiency is that SRB:does not provide a level of reporting to matchthe ,
service level thresholds set out in the relevant contract schedules. As.a result
of this, Pathway are incorrectly reporting service levels as achieved, which in
fact fall below the minimum acceptable threshold. ;
Specifically, in section 4.4 of the SRB, the EPOSS transaction time is a single
aggregate number, taking no account of fallback ‘transactions. I understand
that the treatment of fallback trarisactions is being progressed separately, but
a concern remains over the validity of the aggregation. If the.transaction
volume mix is not as originally predicted the aggregate figure will not be
valid. This was why transaction volume reporting was required under the
Resolution Plan to AI412.
Furthermore, the Minimum Acceptable Threshold (MAT) service level
requirements in the contract schedules require that all transactions operate
within their Maximum Contracted Transaction Times (MCTT). The agreed
benchmark times for several transaction types exceeds the MCTT specified fo1
those transactions in-the service level schedules..1 attach a table of those
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"99 16:11 FAX
exceeding their MCTT that relate to EPOSS. These cases of the benchmark
exceeding the MCTT will result in failure of the service level to meet the MAT
in every reporting period, unless and until changes result in shorter
benchmark times. POCL would expect to be able to identify all service level
failures against the MAT from the Service Review Book.
I would welcome your comments on how you plan to ensure that accurate
and complete reporting is provided in compliance with the contract, and on
any plans you may have to ensure that-all the MATs are met.
Yours sincerely,
KEITH BAINES
Head of Horizon Commercial
cc: Steve Muchow
Andy Radka
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; Transaction types ( (EPOSS) ; Maximum Contracted {Total Transaction Times _
: Transaction Times ; :
"Das Greens
"DNS Ordinary ‘Account —
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'DNS Ordinary Account’ is 57
Date: (rl UC”
(iuctuding cover sheet)
Restricted Commercin! - This fax transmission and any accompanying documents may contain
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not the intended recipient, any disclosure, copying, distribution or action taken in reliance on the
information contained herein is strictly prohibited. If you have received this transmission in error,
please cafl the sender to arrange for the return of the documents.
Message:
PSA frome Kem Bone)
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Forest Road
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