ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS.
FUJ00121087
FUJ00121087
Ref: CS/PER/013
Version: 3.17.2
Date: 15/05/01
Document Title:
Document Type:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
Signature:
SERVICE REVIEW - PERFORMANCE STATISTICS
SERVICE REVIEW — MAY 2001
This document contains a summary of the Monthly Service Performance Statistics for the Period
4% to 30" April 2001
Definitive
Service Management Review Forum
ICL Pathway Management Team
ICL Pathway Customer Service Management Team
ICL Pathway Customer Service Intranet
ICL Pathway Library
Mark Haggett, ICL Pathway Management Support Unit
Paul Westfield: ICL Pathway Infrastructure Services Manager
Date:
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Date: 15/05/01
CONTENTS
© DOCUMENT CONTROL........:scessssssssssssesssssesssiesstnssisnssinssiensstsessiesssinsssinsstessiinsstieestisesinessiesssiisesiinetieestieessieesieestnesinnety 3
1 INTRODUCTION...
2 MANAGEMENT SUMMARY.. us
3 HORIZON VOLUMETRICS.........:ssccssssssssssssssssssessssseensssstsessetesssseunsssseunsssssensssiuneesssiasessiuensstisnssssuseessiuensssiiiesssetienstisneesseeeess 8
3.1 OPERATIONAL OUTLET & COUNTER VOLUMES.
3.2 HORIZON SYSTEM HELPDESK —- LOGGED CALL VOLUME
3.3 HORIZON SYSTEM HELPDESK — LOGGED CALL PROFILES.
4 SERVICE PERFORMANCE STATUS. ....0.....0.ccccccceccseseseesescseseseeceeeeeceeeeescesisssacacacaceceseeeesesisasasssasesacasesseseeasesisasisesssesesseseseresessesicisisasaneeneretets
4.1 HELPDESK SERVICES.
4.2 SYSTEM SERVICE.
4.3 DATA SERVICES..........cccccccecccccsesessesessesesseescssevescevsreuessssssasevsusessssssusssssssearsissusissencessuseseussessssseuseseusiseesieessesensiseessseesiseeesseesiseetiseceeceteetse 15
4.4 TRANSACTION SERVICES.
4.5 TRAINING SERVICES
4.6 IMPLEMENTATION & ROLL OUT. a
4.7 LF SERVICE... cece ccc ec cece eseseeeeeesessececsceavavaveveseesacasaavasasevavavavavsusasecsssceasasasacacsesisasacacacatacacececsesssasicacecececscsceceseeiessecetasesesececseeseeee 24
4.8 BUSINESS INCIDENT MANAGEMENT.
4.9 SUPPORTING COMMENTS.
5 CUSTOMER SERVICE OPERATIONS REPORT...........:c:cccsesessesecsesesseseeseseeseseesssssssessssssussssessesssessussseessseetessessseessseetsseeeeseseeseetiseeseseeeecaseese® 34
5.1 CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS. ............cccccccceseeseseeseeseseeseseeeesseeeseeeessesesseeesseetiesseetsneeseeeeteeeeeese 34
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Ref:
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Version: 3.17.2
Date:
15/05/01
0 DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version Date [Reason
3.13.1 08/01/01 _IService Review Book for December 2000 performance — data only
3.13.2 15/01/01 _ [Service Review Book for December 2000 performance — data and analysis
3.14.1 07/02/01 _IService Review Book for January 2001 performance — data only
3.14.2 14/02/01 __ [Service Review Book for January 2001 performance — data and analysis
3.15.1 07/03/01__[Service Review Book for February 2001 performance — data only
3.15.2 14/03/01__ [Service Review Book for February 2001 performance — data and analysis
3.15.3 29/03/01 _ [Service Review Book for February 2001 performance — re-issue at the request of the SRF
3.16.1 06/04/01 _IService Review Book for March 2001 performance — data only
3.16.2 17/04/01 ___ [Service Review Book for March 2001 performance — data and analysis
3.17.1 08/05/01 __ [Service Review Book for April 2001 performance — data only
3.17.2 15/05/01___IService Review Book for April 2001 performance — data and analysis
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0.2 ASSOCIATED DOCUMENTS
Version Date Title
1.0 01.03.99 [ICL Pathway Customer Service Monthly Incident Review
0.3 ABBREVIATIONS
EIS Executive Information System PON Post Office Network
HSH Horizon System Helpdesk SLA Service Level Agreement
IT Information Technology TBN To be Notified
MIS Management Information System TRT Termination Review Threshold
MAT Minimum Acceptable Threshold
0.4 GLOSSARY
For ease of use the glossary of terms used in this review book are classified by the main reporting groups against which they
appear:
@ HELPDESK SERVICES
A&G Calls requiring general advice and guidance
Cash Account Calls requiring general advice on all aspects of Cash Account production
Change Calls relating to Operational Business Changes e.g. emergency closure
Customer Complaint Calls raised to capture a complaint
Documentation Calls diagnosed as relating to a documentation error
Environmental Calls to register an environmental problem
Hardware Calls diagnosed as relating to a system hardware fault
Implementation Calls relating to offices during rollout
Inappropriate Calls received at the HSH that are inappropriate and will not be dealt with by the NBSC
Network Calls diagnosed as relating to a system network fault
NBSC Referral Calls received at the HSH that will be dealt with by the NBSC (a subset of Inappropriate from 04/08/00)
Operational Calls diagnosed as relating to the non-outlet operating environment (redefined from 04/08/00)
Other Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
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Reconciliation
Reference Data
Software
Security
Training
UCT
PON (Non-Serv)
PON (Serv)
verification calls
Calls requiring reconciliation of a particular part of the system
Calls diagnosed as relating to a reference data fault
Calls diagnosed as relating to a system or application software fault
Calls relating to security breaches or for the requirement of one shot passwords
Calls which would normally be classed as A&G, but because the user's knowledge of the system is
lacking, a more in depth explanation is required
Calls relating to the User Confidence Testing period of CSR+
All calls placed with Horizon System Helpdesk that embrace non-System Service calls (equates to
non-Hardware, non-Network and non-Software)
All calls placed with Horizon System Helpdesk that embrace System Service calls (equates to
Hardware, Network and Software)
@ CALL TO RESOLUTION
‘A’ Priority
‘B’ Priority
Logged calls that reflect a fault, which has “resulted in substantial impact on all automated counter
positions in the outlet”
Logged calls that reflect a fault, which has “resulted in substantial impact on an automated counter
position, but not all automated counter positions in the outlet”
0.5 CHANGES IN THIS VERSION
None
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1 INTRODUCTION
1.1 APPROACH
This document contains those reports and information necessary for the Service Management Forum to review delivery of the
contract by ICL Pathway
1.2 INTERPRETATION
Data interpretation, beyond report label classification, can be further qualified by use of the Service Review Guide
1.3 REVIEW BOOK CONSTRUCTION
This book is sectioned into the key areas against which Service Management Reviews are to be conducted. Where
necessary, supplementary information will be provided to support the service performance status reports
@ Management Summary
@ Horizon Volumetrics
@ Service Performance Status Report
@ Customer Service Operations Report
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2 MANAGEMENT SUMMARY
Programme Status Live Outlets Operational Counters
30 April 2001 17,383 37,770
Comments
Version 3.17.2 containing data and analysis for April 2001
Helpdesk call volumes / profiles
Calls received into the HSH from live outlets have dropped from the March figure of 53,334 to 42,108 - a
reduction of 11,226 calls. An Outlet 'matures' after approximately 20 weeks after rollout, however, there is
a significant reduction in calls by week 12. This period coincedes with the suspension of rollout for the
Christmas 2000 period, meaning that the vast majority of Outlets have now entered maturity.
Helpdesk and System Service Performance continues to meet the operational requirement.
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3 HORIZON VOLUMETRICS
3.1 Operational Outlet & Counter Volumes 9
3.2 Horizon System Helpdesk — Logged Call Volumes 10
3.3. Horizon System Helpdesk — Logged Call Profiles 11
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3.1 OPERATIONAL OUTLET & COUNTER VOLUMES
42,000
39,000 a
(GS Actual Live Outlets
(GS Actual Live Counters
Forecast Live Outlets
Forecast Live Counters
g
3
3
3
3
3
3
E
5
2
‘Apr-00 May-00 Jun-00 Jul-00- Aug-00 Sep-00 Oct-00 Nov-00 Dec-00 Jan-01 Feb-O1 Mar-O1 Apr-01._ May-01 Jun-01 — Ju01.—Aug-01
‘Apr-00 I May-00 I Jun-00 I Jut-oo I Aug-00 I Sep-00 I Oct-00 I Nov-00 I Dec-00 I Jan-o1 I Feb-01 I Mar-o1 I Apr-o1 I May-01 I Jun-01 I Ju-o1 ‘Aug-01
[Actual Live Outlets. se08_I 7044 I 8532 I 9829 I 11182 I 12465 I 13686 I 14841 I 15142 I 16071 I 16868 I 17276 I 17383 : : : -
lActual Live Counters I 12801 I 15715 I 18841 I 21825 I 24675 I 27742 I 30025 I 32727 I 33369 _I 35607 I 37019 I 37609 I 37770 - - - -
Forecast Live Outlets I seve I 7202 I 8426 I 99056 I 11118 I 12342 I 13658 I 14882 I 15188 I 16412 I 17269 I 17719 I 17e19 I 17811 I 17847 I 17883 17896
Forecast Live Counter 12755 I 15905 I 18315 I 21515 I 23045 I 26902 I s0978 I 33338 I 33827 I 35663 I 38709 I 30407 I 30562 I 39184 I 30263 I 30343 39690
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3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
90 9
EEBINon-Service
80 WB service (Hardware, Network, Software) 8
Live Outlets
Calls per Outlet
70 7
60 6
2
s. 3
33 2
6 2 50 53
¢ 3 $
53 &
8 : ro
SE 40 42
as Ls}
is}
30 3
20 2
: L : I [I [I
0 0
May-00 Jun-00 Jul-00 Aug-00 Sep-00 Oct-00 Nov-00 Dec-00 Jan-01 Feb-01 Mar-01 Apr-01
May-00 I Jun-00 I Jul-o0 ] Aug-00 I Sep-00 ] Oct-00 I Nov-00 I Dec-00 I Jan-01 I Feb-01 I Mar-01 I Apr-01
Non-Service 28268 I 35037 I 40020 I 42644 I 50058 I 50798 I 60175 I 38899 I 38275 I 37312 I 38008 I 28980
Service (H/W, N/W, S/W) 7735 10717 I 10469 I 12881 I 14665 I 16587 I 22156 I 15804 I 16949 I 14666 I 15326 I 13128
Total Customer Calls 36003 I 45754 I 50489 I 55525 I 64723 I 67385 I 82331 I 54703 I 55224 I 51978 I 53334 I 42108
Live Outlets 7044 8532 9829 11181 I 12465 I 13686 I 14841 I 15142 I 16071 I 16868 I 17276 I 17383
Calls per Outlet 54 5.4 5.1 5.0 5.2 49 5.5 3.6 3.4 34 3.4 2.4
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3.3 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
90,000
80,000 ~
70,000 eS
60,000
2
% 50,000
é
& 40,000 -— oe none
S
8 Z
30,000
20,000
10,000 +— -
0 :
May-00 Jun-00 Jul-00 Aug-00 Sep-00 Oct-00 Nov-00 Dec-00 Jan-01 Feb-01 Mar-01 Apr-01
Month
BA&G @iCash Account MiChange @cust. Complaint Documentation GEnvironmental
DHardware Him plementation Blinappropriate EINBSC Referral Network Operational
Reconciliation WMReference Data @security OSoftware Training uct
Wayo0 Tun-00 Toroo Augo0 J Sep-o0 Doro Nov-00 J Dec-00 Tano7 Fep-o1 Warot Apror
AEG 12084 16875 20135 21983 23850 23222 25629 15318 14367 73326 13516 10221
Cash Account 3648 5279 6466 7744 6924 6866 7856 4892 4334 3834 4779 3378
Change : z = 38 390 136 193 474 253 252 549 287
Cust. Complaint : = a4 94 93 162 105 65 63 63 55
Documentation = : 2 25 19 eo 365 25 16 14 16 10
Environmental : z : 329 363 7164 848 EEE 724 895 EEG 749
Hardware 7949 2682 2710 3344 4032 4323 4608 4031 4715 3915 4299 3650
implem entation 977, 1148 1063 933 1636 950 2343 944 560 330 433 72
Inappropriate 7695 1895 1862 150 376 361 416 394 436 501 522 362
NBSC Referral 3191 4703 4876 4686 6653 7426 9516 6754 7617 6681 7325 5505,
Network i758 353 682 1125 1168 1534 1986 1788 2390 1683 1450 1283
Operational 6452 4800 5225 867 730 56 37, 30 80 96 83 30
Reconciliation 15 16 28 47 24 4 2 7 13 4 3 3
Reference Data = = 5 749 277 Et 118 37 724 2it4 704 73
Securit 236 318 ECE 660 538 6235 615 464 694 639 752 729
Software 5611 7682 T7077, B4i2 2465 70730 15562 9985 2844 2068 9577 8195
Training 4322 8187 9751 12075 8867 8975 8554 9277 7504
UCT = it it Oo 2 2 2 2 Oo o 2
Total Calls zeoos I 45754 I 50469 5525 E4723 e7385 EFEEEI B47 0S B5224 1978 EXERT 42108
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Daten 18/0601
4 SERVICE PERFORMANCE STATUS
4.1 Helpdesk Services 13
4.2 System Service 14
4.3 Data Services 15
4.4 Transaction Services 21
4.5 Training Services 22
4.6 Implementation & Roll Out 23
4.7 LF Service (with effect from CSR+) 24
4.8 Business Incident Management 25
4.9 Supporting Comments 26
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4.1 HELPDESK SERVICES
ne [== SER AGE GS SE EAA GEanaan
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4.2 SYSTEM SERVICE
[Eee Spe ; ; 7
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4.3 DATA SERVICES
4.3.1 INBOUND
TTF _ Te _ TT 7 TTT
TIT TTT TTT
AES CO WEA LACED OR EOE PEN DE IRI LTD ATED
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4.3.2 OUTBOUND
TF EH
DEAD ETA PD PA FESS PSPIEI PEPE
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4.3.3. MIGRATED APS CLIENTS OUTBOUND
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4.3.3 MIGRATED APS CLIENTS OUTBOUND (Contd)
== = = —I ee
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4.3.3 MIGRATED APS CLIENTS OUTBOUND (Contd)
a a
= ra
I ae BD I I
, > } = } !
: — I = ; i
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4.3.3 MIGRATED APS CLIENTS OUTBOUND (Contd)
I BEY = I : T
i
I {EEL AE I Ts
: t +} — f - I
1 a i
=
I
=
if
==
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4.4 TRANSACTION SERVICES
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4.5 TRAINING SERVICES
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4.6 IMPLEMENTATION & ROLL OUT
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4.7 LF SERVICE
“I
cf I I
; z I I
—1—— : =
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4.8 BUSINESS INCIDENT MANAGEMENT
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4.9 SUPPORTING COMMENTS
Section Performance Measure Comments
4.1
Helpdesk Services — April 2001
HSHD - Calls Answered within 40 seconds
Helpdesk Services — April 2001
HSHD - Level 2 calls resolved within 45 minutes
This SLA is subject to the rectification proposal. Under the!
proposal it will be replaced by an average Call to Answer time
of <12 seconds. The figure for April was 7.45 seconds.
This SLA is subject to the rectification proposal. Under the!
proposal it will be replaced by an average Call to Resolution
of <15 minutes. The figure for April was 10 minutes 58)
seconds.
Cause and Action
Of the 138 Level 2 calls received, 0 were not resolved within
60 minutes.
Under the rectification proposal all calls over 60 minutes will
be analysed and reported on in detail.
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Comments
Hardware / Network Priority B
10hrs Remedial
This SLA is subject to the rectification proposal. Under the
proposal it would be replaced by an average Excess Time to
Repair of >0. This figure for April was 2.45.
Under the rectification proposal all calls that result in
remedies payable will be analysed and reported on in detail.
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4.3
Data Services (Inbound) — April 2001
RDMC Reference Data — Day B
RDMC Reference Data — Day D
APS Reference Data — Day D
OBCS Stop List Data - Day D
Section Performance Measure Comments
Performance Summary
79.68% delivered by Day B
For information Only
Conformance calculations for RDMC reference data, APS
reference data and OBCS stop list delivery SLA’s are no\
being obtained directly from the Data warehouse following theI
migration of the data centres to release M1R.
Cause and Action
The RDMC Reference Data Delivery - Day B SLA failed due
ito problems with the time-scales needed to process and
deliver the files. ICL Pathway has tasked the appropriate
support area to investigate the process and to make
improvements in the SLA.
(All Day D SLAs are subject to the rectification proposal. This)
roposal will be presented to PON during May 2001.
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4.3 [Data Services (Outbound) — April 2001 (Cause and Action
IAPS Data —- Day D All Day D SLAs are subject to the rectification proposal. This)
TPS Data — Day D proposal will be presented to PON during May 2001..
IOBCS Data - Day D
British Gas - SPM — Day D Data is now being reported for British Gas Trading —- Quantum
Southampton County Council - Day D lbut, as yet, only from the 14" April 2001. The data for the res
Hampshire County Council - Day D lof April and back to the Client's migration is currently being
orkshire Electricity - Day D retrieved from archive and will be presented in June's SRB
ISSE — Day D Data for April is for information only and hence is greyed out
Knowsley MBC — Day D
British Gas Trading - Quantum - Day D Data is currently unavailable for Standard Life and is being
(Girobank - Day D investigated. Performance results will be reported in the June
2001 SRB.
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Section Performance Measure
Transaction Services — April 2001
OBCS, APS and EPOSS
Comments
For information Onl)
The method of calculating performance against these SLA’s i.
currently being reviewed between ICL Pathway and PO!
Commercial. No data is therefore included in this Revie
‘Book.
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4.6
Implementation & Roll Out — April 2001
Section Performance Measure Comments
For Information Only
‘Site Modification - Repairs Completeness
Conformance reporting is no longer required against theI
following SLA’s :
le Site Survey - Quality Compliance
Site Modification - Quality Compliance
le Site Installation - Quality Compliance
CCN 700 has been agreed between ICL Pathway and PON to)
cease monitoring against the above SLAs from August 2000.
‘Historical detail will remain in this review book in line with theI
normal twelve-month expiry period.
‘Change proposal CP2998 has been raised with an associated
CCN 788 that has a current status of ‘Commercial Review’.
Our Implementation Manager has been in contact with
Douglas Craik, who confirms that he has does not have any,
problem with the proposed CCN contents. Douglas had
agreed with the Implementation team that there was no need
to measure the group of related SLAs and on that basis the
Implementation Team stopped the collection of data. There
are no processes in place to measure this SLA and thus no
data has been captured to allow for backdated nor ongoing
measurement.
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Sectio Performance Measure Com
n
4.7 LF Service — April 2001 Performance Summary
Outlets to SAPADS data transfer
Confirmation of pouch received at outlet - Day B
SAPADS pouch collected from outlet - Day B
Daily cash on hand details — Day A
‘eekly stamps / stock on hand — 23.59 Day C
eekly inventory items — 23.59 Day C
99.4% received Day B
99.6% received Day B
TBA
99.6% received 23.59 Day C
99.6% received 23.59 Day C
Cause and Action
here SLA conformance has not been achieved this is
directly attributable to the non-polling of outlets where
remittances and declarations are not harvested from the
counters and delivered to SAPADS within the required
timescales
Daily cash on hand details — Day A: Corrupt data, showing an
over achievement, is currently being reported via the Data
larehouse. When an outlet is closed, the system writes a
dummy COH message, which derives its date and time from
tthe date when the last COH message was written. In the case!
of offices closed on Sunday, this means that they will record 2
messages for a Saturday. The same phenomenon would be
happening on other days of the week, with offices, which are)
closed but the effect is not so noticeable. When, as
happened in March, there were days when few EOD markers,
ere harvested, then there is a knock on effect with the extra]
messages affecting the SLA conformance. A fix to the
roblem is currently scheduled for S10
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FUJ00121087
FUJ00121087
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/PER/013
Version: 3.17.2
Date: 15/05/01
Sectio Performance Measure Comments
4.7 SAPADS to outlet data transfer Performance Summary
Planned orders to outlets — Day B 99.5% delivered by Day B
Cause and Action
here SLA conformance has not been achieved this is
directly attributable to the non-polling of outlets where
remittances and declarations are not harvested from the
counters and delivered to SAPADS within the required
timescales.
48 Business Incident Management — April 2001 Performance Summary
Business incidents resolved <= 5 days of receipt 98.2% of business incidents were cleared within 5 working
days of receipt. (The definitions of ‘cleared’ being that
sufficient detail was supplied to PON to allow reconciliation or
client settlement to take place).
Cause and Action
Out of 110 reconciliation and business incidents received in
March, 108 were cleared within the 5-day timescale.
The 2 failures represent Receipts & Payment miss-balances
reported via the EPOSS reconciliation reports. Data is
required from the Riposte message store as to the exact
nature of these miss-balances and this was not obtained in
time to satisfy this SLA. ICL Pathway are attempting to
address the issue through recruitment of a dedicated
resource to handle the technicalities involved in providing
system data to resolve business incidents.
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 33
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS.
FUJ00121087
FUJ00121087
Ref: CS/PER/013
Version: 3.17.2
Date: 15/05/01
5 CUSTOMER SERVICE OPERATIONS REPORT
5.1 CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS
ej Date Raised Problem Management Calls — Descrip' Status Problem Manage:
IPC0027145 \24/06/99 IPM - Outlets not polling information (Monitor Paul Curley
IPC0041019 20/03 [30% of PON reference data files are rework [Monitor [David Wilcox
IPC0047010 (07/06 ITIP transactions dropped by TIP harvesting process IP. IMichael Fiore
IPC0047944 119/06 IPM - Two feeds of Outlet information from PON to I IP [David Wilcox
IPC0051640 (02/08 (Correspondence Server Issues IP. [Deirdre Conniss
IPC0052494 15/08 IOutlets missing Icons IP. ohn Wright
IPC0052505 115/08 Illegal APS sequence numbers Fixed when Clé4 rolled out Monitor [Michael Fiore
IPC0052508 15/08 Unmatched reversed/reversing IP. Richard Brunskill
IPC0054269. 118/09 IPM - Process failure for some reference data incidents _ Monitor HSH will be reminded of the process [Alison Peacock
IPCO059082 (01/12 FM-Delayed APS transactions delivered to manual IP Angela Shaw
IPC0059344, (06/12 FM-ICL Pathway delivery of HAPS IP [Michael Fiore
IPC0059539. (08/12 FM — Adjust stock figures incorrect IP. [Dean Felix
IPCO060137 = (20/12 FPM - Message store amendments - no process IP Richard Brunskill
IPC0060430 (03/01 FM - Inadequate procedures for Office Closure IP. Paul Curley
IPC0061741 26/01 FM - Rec & Pmts Cash A/C Misbalance - S/U roll over IP Richard Brunskill
IPC0062259 {08/02 PM-P&A reports have incorrect value / quantities IP (Alison Peacock
IPC0056242 = {22/10 FM Visit Frensham Way 415420 Screen Distortion IP (Claudia Walker
‘S ALERT STATUS
IPC0058014 {17/11 FPM-Slow running on counters - CS ALERT STATUS IP [Deirdre Conniss
IPCO060849 {12/01 FPM-Blue screen crashes on Horizon - CS ALERT STATUSIWIP Wulie Welsh
IPCO063706 09/03 FM - West Derby - Training Issue IP julie Welsh
IPC0063707 {09/03 FM -Davenport Green - Training Issues IP Nulie Welsh
IPC0063709 09/03 FM -Princes Way - Training Issues IP. Vulie Welsh
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ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS.
FUJ00121087
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Ref: CS/PER/013
Version: 3.17.2
Date: 15/05/01
5.1 Cross Domain Problems - Open Calls / Work In Progress (Contd)
PinICL Date Raised Problem Management Calls — Description Status Problem Manager
IPC0063710 {09/03 FM - Aldenham Road - Training Issues IP Julie Welsh
IPC0063747 {12/03 FM - Townhill - Training Issues IP Nulie Welsh
IPC0063748 12/03 FM - Seaforth - Training Issues IP Nulie Welsh
IPC0064574 = I29/03 FM - Hard drive swaps - R&P misbalance IP Wulie Welsh
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