ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
1 ACCEPTANCE PREPARATION & TESTING
1.1 Overall Summary
All formal approvals for Trials are now complete. All Acceptance Review Meetings
have been held, although around 15 individual criteria are unresolved. CCNs for most
key documents have been raised. The Acceptance Incident processes have been
streamlined, although further work to improve status tracking between the organisations
is required. The considerable work on LT2 is yet to be reflected in the AI database and
the number of active incidents should fall. Pathway is monitoring the effectiveness of the
most critical areas of amendment relative to the existing incidents.
1.2 Detailed Progress
1.2.1 Acceptance Trials
Agreements had been obtained to the 8 areas. There are no significant Acceptance
Incidents outstanding from the Trials activities. Around 20 Als should be cleared from
the LT2 BIT regression testing.
1.2.2 Acceptance Reviews
There are no further reviews, although work continues on a number of individual criteria.
Outstanding issues which cannot be resolved will be converted to Acceptance Incidents
where deemed necessary by Horizon, so that the AI list will become the focal point.
A number of issues pertaining to document status remain, mostly relating to sign off
status, but in some cases applicability (e.g. scope of Style Guide).
1.3 Acceptance Incidents
The AI procedures have now assumed the main focus for managing progress towards
acceptance.
Database drops are being received via email, although transposition into local copies are
required to enable Pathway to note its won working status and comments. A considerable
effort will be needed by all parties to assess, discuss and resolve outstanding incidents
within the acceptance timetable.
The current AI database (16/7/99) has 353 entries, of which 154 are classified by
Horizon as resolved, leaving 199 active. Within this total are a significant number
relating to BPS, and a small number of others, which are out of scope within the new
contract arrangements and need to be closed. A significant number should also be closed
as a result of LT2 and the new KPR 2.0, once applied to the database. Allowing for these
the number of effectively active Als is probably of the order of 100.
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
The POCL published “hot-list” contains 35 entries; this will reduce when the out of
scope entries above are removed. Approximately half the entries relate to operational
trial observations; a number of these are contested in both substance and severity. The
major areas concern training particularly cash account and a number relating to system
stability and printing. Most of these issues should have been cleared with LT2 and
revised training. Other issues relate to document scope and delayed sign off.
A proposed resolution procedure within the acceptance timetable has been discussed and
agreed in principle. This will include a major workshop activity on outstanding issues
during the w/c 26" July, to be followed up by senior management review of any
unresolved item (following week) with final referral to the Independent Expert of
disputed items. A similar final sweep up of any residual incidents not to hand by 26"
July will be planned as a follow on, at approximately 7 days lag from the mainstream
resolution procedures.
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
2
21
22
NATIONAL ROLL OUT PREPARATION
Infrastructure and Installation Programme
Following approval of CP2056, agreement with POCL to version 12 of the rollout plan has
been achieved and will be made final through codification. The detail of the rollout criteria
relating to the rollout plan are being discussed around an initial proposal submitted by
Douglas Craik. Version 12 of the rollout plan will be unchanged by the detail of the
rollout criteria.
Evaluation of Additional Outlets
Extensive effort is being expended in planning and arranging the installation of additional
outlets to enable this acceptance incident to be cleared. Training is underway and all
installations will be completed in the week commencing 19" July. We now have ISDN
capability confirmed in all 24 targeted outlets.
Trolleys
Pathway and Horizon are currently in the process of reworking the trolley proposal
following discussions with POCL. On completion these will be submitted to POCL
implementation to obtain the necessary approvals.
Scheduling
The first eight weeks of national rollout have been approved, scheduling is well advanced
and installation appointments are made and confirmed for the first weeks of the rollout.
Restrictions on installation scheduling (balancing bank holidays) have been removed.
User Training
Counter Managers Course
The Dry run of the Counter managers course took place on 5" & 6" July with POCL staff
in attendance. POCL approved the course with minor changes for use in the Evaluation
Exercise and National Rollout.
Counter Training Offices (CTOs)._
Awaiting the schedule from POCL for upgrading the CTOs and completing installation of
training systems.
Revised Training Workbooks_
All workbooks and QRGs have been submitted to POCL for review and comment. Draft
versions (agreed by POCL) will be used for the evaluation exercise training w/c 12/07/99.
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
23
Revised Training Course Development
MIB/UAE/CA-CM Training Events/Specialist Courses.
The revised CA and CM courses will be delivered to POCL delegates w/c 12/07/99. Dry-
tuns of the revised MIBs and UAEs will take place on 22/07/99 to an invited audience.
Evaluation Exercise
The first group of the 24 Outlets will begin the user-training programme for the Evaluation
Exercise w/c 12/07/99. Reports so far indicate that MTC will be achieved for all 24.
Northern Ireland offices will start their user training on Wed 14" July due to Bank
Holidays on Mon/Tues.
Arrangements are in place for POCL observers to attend 2 courses w/c 12 Jul in IP3
Region and I course in IP4 region w/e 19 Jul. Pathway training staff will also be in
attendance at these 3 events.
HFSO Contract
Version 1.0 of the In Office Data Migration Service Definition has been issued to POCL
for signature, commercial agreement having been reached on 24/06/99.
Acceptance
Rollout
A final review of items arising from the inspection of 32 outlets took place with POCL on
12/7/99. All outstanding responses from our suppliers, detailing their resolutions to the
deficiencies found earlier, were discussed. At the end of the meeting the majority of
issues were resolved. The few remaining were documentation related and the outcome
and relevant updated processes for these issues were overseen by a POCL staff member at
KIDO1 and at our supplier’s office on 8/7/99.
Currently the rollout acceptance incident list stands as :-
972/1 Fail — Low Severity — No Acceptance Incident raised
491/1 Defer
492/1 Defer
497/1 Defer
514/1 Defer
Training
The training team has continued to develop the updated training courses to resolve the
high severity incident raised earlier. Currently the training acceptance incident list stands
as:-
534/1 Fail High Severity —- Acceptance Incident 218 raised
531/1_ Defer — Acceptance Incident 278 raised (POCL have been requested to
withdraw and reissue the incident)
915/2 Defer — linked to 534/1
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
915/16 Defer — linked to 534/1
913/5 Fail — Acceptance Incident 266 raised (POCL have been requested to withdraw
and reissue this incident)
913/5 & 913/6 — Acceptance Incident 276 raised
515/2 Linked to 534/1 ~ Acceptance Incident 277 raised (Requirement 515 was
requested to be removed by POCL on CRP68B. This was approved by
CCN286D approved on 10/6/99. POCL have been requested to withdraw this
incident.)
Services
Awaiting final comment sheet confirming all passed from POCL before Closure Report
raised.
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
24 Metrics
At the week ending 11" July 1999,
Activity Previous Total Current Total
IRGM letters issued 14995 15644
MIB events held 308 324
MIB attendees 14411 15054
Site surveys undertaken 11840 12381
Site re surveys required 4499 4730
Site re surveys undertaken 4109 4316
Site modifications done 2492 2685
Site preparations done 5382 5861
Sites RFI 5382 5861
INR2 Live Offices 299 299
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
3 CUSTOMER SERVICE
3.1 Helpdesks - HSH
Indications are that the outlet managers are getting to grips with the whole cash account
process. Calls into HSH dropped yet again and the callers are asking more “expert” type
questions.
Cash account support will be at full strength this coming week. We have re-established
the expert domain with Peritas staff.
Reference systems for both STEO9 and MANOS have been upgraded to LT2 in
anticipation of LT2 calls from Monday 12/7/99. HSH personnel have received LT2
training from Peritas.
Call scripts specifically designed to improve the Cash Balance support by HSH have
now been in use for two weeks and feedback remains positive. The desk operators are
able to be more confident in giving advice and are tackling a broader range of queries.
Early indications are that the call through put time has also improved.
3.2 Release Management
The LT1-LT2 upgrade weekend was successful with the Bootle data Centre successfully
upgraded and 298 out of 299 outlets successfully upgraded to LT2 The final outlet,
Kingscote, will be upgraded on Friday 16/7/99 when BT communication problems have
been resolved.
There are a few operation and technical difficulties during software distribution which
resulted in not all of the counters being completely upgraded by Monday morning. These
are being addressed.
3.3 Business Continuity
A meeting with POCL to re-inspect the documents is taking place on Friday 16 July
1999.
Retests have been proposed for the following tests :
¢ Campus Failover 24-25 July 1999
e Primary Sequent Host 20 July 1999
e¢ Campus LAN test 26 July 1999
e HSH Powerhelp Server TBD
3.4 Business Support - BPS
ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
3.5
Incident management with POCL has been improved through an agreement with POCL as
to what, and how, incidents will be raised.
Printing Task Force Activity
A demonstration of, LT2 printing improvements was successfully made to POCL staff.
Two POCL staff were in attendance over a period of 2-3 hours where the following was
undertaken :
1. demonstration of a number of LT2 fixes drawn from the list provided by Terry Austin
to Stephen Muchow.
2. ad hoc testing as requested by the POCL attendees
3. demonstration of a number of resolved printing issues selected by the POCL attendees
from the KPR
Regarding Epson’s pulling through multi sheets. Engineering have found many P.M.s are
not aware that the paper has a rough and smooth side, nor do they fan the paper before
loading. Once this is explained, paper related calls decline. Also on the side of the paper
packaging there is an arrow indicating which way the paper should be loaded. HSH-to
ensure getting this added into any scripts they have for paper faults. Paul Westfield-
Request a POCL info sheet to the PMs.
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
Actions from Delivery Meeting - Wednesday 7" July
ACTION DESCRIPTION
4402 Paper on rollout criteria passed to Pathway for response by mid JF/DC
July. To be discussed at next meeting. 21 July
STATUS I Paper received and will be reviewed by Pathway Scheduling
team on 16th July 99.
Feedback from this review will be forwarded to Douglas Craik.
Action ongoing.
4519 MC to review the process between meetings with AS. MC/AS
14 July
STATUS I Review took place. Additional meetings are suggested for the
11/8 and 25/8. Meeting scheduled for 18/8 will not take place as
the day is reserved for the JAB.
Action closed.
4501 The Incident Definition of 218 would be discussed further to JM/JF
promote clarity between POCL and ICL. 30 June
STATUS I Pathway Implementation team are still awaiting correction of
the inaccuracies in Acceptance Incident 218, as identified to
John Meagher.
Action ongoing.
4509 MC will write to clarify Pathway’s position regarding the MC
additional offices needing to be subject to a CR. 14 July
STATUS I Letter will be produced prior to the next meeting.
Action closed.
4512 TA to follow up HAPS issues and resolutions. TA
14 July
STATUS I Managed via the joint forum created by Horizon to understand
and resolve E2E issues with TIP and HAPS.
Action closed.
4524 SM to review the request concerning access to the Pathway Help SM
Desk incident Log. 14 July
STATUS I On line access to the ICL Pathway Problem Management
Database has already been provided to POCL
Additionally, on-line access to the source data of POCL calls
logged at the Horizon Systems Helpdesk is to be provided soon
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ICL Pathway NR2 Progress Summary
for Input to Horizon / Pathway Delivery Meeting
21% July 1999
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(1 —2 weeks max). In the mean time, Jeremy Ffowkes has been
invited to liase with Paul Westfield who will arrange to
demonstrate the new facility at Bracknell and enable inspection
of the call data.
Action Closed.
4525
It was agreed that the process for notifying Horizon of the
distribution of fixes would be clarified outside the meeting.
TA/SM
21 July
STATUS
The Problem Management Database, which is updated daily,
has been modified to include cross-references to Software Fixes
being applied and the progress over time that these fixes are
committed.
Action Closed.
4526
Horizon would like to see Pathway’s resourcing plans for
Horizon Help Desk. SM said these were not finalised but the
current plan could be provided with appropriate caveats.
SM
14 July
STATUS
The current plan will be provided to Adele Henderson and Dave
McLaughlin on Friday 16 July. The resource model is still
being refined in the light of experience of Live Trial.
Action closed.
4528
Horizon stated that they believed Acceptance Incidents on
changes introduced in the additional 24 offices could be raised up
to 8" August, whereas the cutoff for other incidents was 30" July.
Pathway agreed to confirm their understanding of this position
MC
14 July
STATUS
An update will be provided at the meeting.
Action ongoing.
4529
It was agreed that the success criteria should be reviewed in a
detailed follow up meeting. NM and MC to arrange.
NM/MC
14 July
STATUS