2000

Evidence on official site
FUJ00121691
FUJ00121691

FUJITSU SERVICES POST OFFICE ACCOUNT

ANALYSIS OF CALLS MADE BY VLEVELEY POST OFFICE TO THE
HORIZON SYSTEM HELPDESK BY VOLUME AND TYPE

Table 1 : Analysis of Calls Made by 6 Counter Post Offices From 01/01/00 to
31/12/00

Table 1 shows the total number of calls made to the Horizon System Helpdesk (HSH)
by all 6 Counter Post Offices during the period 1* January to 31 December 2000.
The Call Type codes are those allocated by the HSH Operators at the point of call
closure and represents their best interpretation of the nature of the problem against a
pre-defined set of criteria.

The table does indicate that, along with Colwyn Bay, Cleveleys made the most calls
to the HSH and a large proportion of those calls were classified as Software. For all
other Call Types it would be fair to say that Cleveleys was not significantly over
represented in any area.

FAD PO Name Install Total A Fon K M NO §$ Tie
Date Calls
005323 I Headingly 06/10/99 I 76 21 5 7 3: I27/4)7 2
005715 I Dungannon 18/10/99 I 29 41 2 1)4) 11 3
009116 I Halstead 28/09/99 I 19 3 3 1/1/8 1)2
013613 I Haverfordwest I 04/11/99 I 48 7 8 4 2/2 I 22 3
Be ee] eo eS see
153405 I Cleveleys [2] 09/02/00 I 98 19/1/16 5} 14 5)4 2/15 2
176323 I Armley 13/10/99 I 90 23 8 2/4 7 I 31) 14) 13 1
185611 I Penarth 08/10/99 I 60 15 5 2 3] 15} 2) 15 3
250704 I Yorkgate 24/09/99 I 37 5 1 5 3: /17/3)3
292323 I Otley 07/10/99 I 38 10 1 4/5 251 W/2/2
333427 I Darwen 21/10/99 I 60 13 12/6)2 1)5 I14)3/)3 1
345432 I Wilmslow 25/10/99 I 33 4 2 116 4/8 8
431614 I Colwyn Bay 05/11/99 I 98 23 2 8/4 2 I 40} 6} 13

Note 4 Cleveleys complete HSH call count including Rollout calls

Note2  Cleveleys HSH call count without Rollout calls and the basis for comparison.
There are no Rollout Calls (Type Y) for other Post Offices since this activity
had taken place by 15t January 2000.
Table 2 : Analysis of Calls by Jan Holmes Based on Call Transcripts

The following table is based on scrutiny of the HSH Call Transcripts by Jan Holmes
and the actual content of the call.

Resolution Explanation No. %ge

A&G Call where Advice and Guidance was provided by HSH and PM was happy I 21 18%
to close call on basis of outcome of advice.

NBSC HSH call referred to PO NBSC for resolution 9 8%

Printer Calls that were to do with printer problems, whether Back Office (BO) or I 4 3%
Counter

Audit Calls related to Audit activity 2 2%

sw Calls that are, or could be attributed to software problems 7 6%

Rollout Calls relating to the original rollout of Horizon to the Outlet 16 14%

Comms Calls relating to non-polling or other Communications related issues. 3 3%
Includes call made by Energis and BT to arrange site visits

Other Calls not fitting into any of the above resolution classifications 4 3%

Crash/Blue I Calls made in the period 10/02/00 to 14/04/00 when the Outlet was 27 24%

experiencing significant problems with Gateway and Counter PCs crashing
or Blue Screening

Reboot Calls that required a Reboot to resolve but not part of the Crash/Blue set 12 12%

Call Mgt I Calls made checking up on the status of other calls, usually related to 9 8%
Crash/Blue calls

Explanation

The Outlet went live on 9"" February 2000. Between 10% February and 14" April 2000
the Outlet experienced considerable problems with Gateway and Counter PCs either
crashing without reason or displaying “Blue Screens’. A ‘Blue Screen’ is the usual
manifestation of a Windows system failure and is something that is difficult to
diagnose without expert knowledge. HSH staff are not equipped with this technical
expertise so cannot diagnose the true nature of the problem.

39 calls were made in this 10-week period by the Outlet, including calls made to
monitor the situation. 4 PC swaps were made by ICL Pathway in an attempt to
address the problem although this did not resolve it. By a process of elimination the
communications networks came under scrutiny and following checks by Energis, BT
and Nortel it was eventually found that there were problems on the ISDN link
between the Outlet and the BT Exchange. Successfully resolving this problem
removed the “Blue Screen’ issue.

The high level of calls during this period with an associated Call Type of ‘S’
(Software) has the effect of placing the Cleveley Outlet at the ‘top of the table’ for
HSH calls for 2000. If these calls are removed then Cleveley’s use of the HSH is
broadly comparable to other 6 Counter Post Offices.

Calls Resulting in Reboot Advice

Leaving aside any Reboots advised during the period when the Post Office was
experiencing the Crash/Blue Screen problem, 10 calls were closed following a Reboot
instruction.

This instruction by the HSH is consistent with one of the key objectives that the HSH
has, which is to return the Post Office to normal operations as quickly as possible.

FUJ00121691
FUJ00121691