Received ‘Sep 21
21/09
04:07PM ( It
\7P I
"99 TUE
Fax message
To ROBERT CHAPLIN
ROOM 318
SLAUGHTER & MAY
Fax Number ' GRO
From deff Austin
cc
Date 21/09/99
No. of Pages 22
(ing. this page)
Subject Al 408 RES PLAN
facet ot (SSS
bia — rb Kath !
ead .
GRAMM
POL00083924
POL00083924
INC37E7AF440FAF on Sep 21 04:17PM 1999 * int Me?
ME 001
Received Se
Bi
POL00083924
POL00083924
21 04:07PM (08:20) on SandM line (3]_for 'BGB' WORKSRV4 printed INC37E7AF440FAF on Sep 21 04:17PM 1999 * 22
oe Toe Ten) Tee é PROGRAMME ” fRoae
HORIZON
Acceptance Incident Number (1)
Acceptance Test Name (2) Source (3) Date Observed (4)
Service Levels BSM 23/07/99
Witness/Revicwer who observed Incident (Owner) (5) Authority (6)
Description of Incident (10)
reporting period and are listed below.
Calls answered within 40s
Calls ubondoned through ring off
[Level I calls resolved within 5 mins
[Level 1 calls resolved within 10 mins
ILevel 2 calls resolved within 30 mins
[Level 2 calls resolved within 45 mins
IAll of these failures will have an impact on the network and customers.
Failure of the Horizon System helpdesk to support the network. there were six service level failures in the last
Horizon Aceeptanee
Test Manager
Witness / Reviewer
‘Date: Date: Date: Date:
‘DSS Acceptance Manager POCL Business Assurance
Enteréd in Acceptance Database Date:
POL00083924
POL00083924
Received $ 21 04:07PM (08:20)
21709 '88 TUE 16:02
"BGB" WORKSRV4 printed INC37E7AF440FAF on Sep 21 04:17PM 1999 * i] B22
0 01 003
Acceptance Incident Number (1) Analysis Sequence Number (2)
408
Acceptance Test Name (3)
Service Levels
‘High / Medium / Low (4) ‘Authority @)
Medium
Analysis of Acceptance Incident (6)
IPleasc refer to the attached document CR/ACD/408 version 1.3 17/09/99.
Clearance Action (7)
‘To implement the actions contained in the referenced document.
[Agreed Resolution Plan
[I propose the Clearance Action
and Incident Status described
above John Dicks
i accept / reject the Clearance
Action and Incident Status
described above
20/09/1999]
Received Sep 2’
21708
1 04:07PM (08:20) on SandM.line_[31_for.
“99 TUE 16:03 TEL
POL00083924
POL00083924
WORKSRV4 printed INC37E7AF440FAF on Sep 21 04:17PM 1999 * 4/22
GRAMME " aos
ICL Pathway Resolution Plan for Al408- Horizon System Helpdesk = Ref: CR/ACD/408
Version: = 1.3
Company-in-Confidence Date: 17/09/1999
Document Title: Resolution Plan for 41408- Horizon System Helpdesk
Document Type: Report
Release: CSR
Abstract: This document provides additional information and explanation
concerning the resolution of AI408.
Document Stutus: Definitive
Author & Dept: Dave Cooke - ICL Pathway Customer Requirements
Peter Burden - [CL Pathway Customer Service
Paul Westfield - ICL Pathway Customer Service
Reviewed By: John Dicks ~ Director Customer Requirements
Stephen Muchow - Director Customer Service
Kevin Dowling - Service Director, Operational Services Division
Distribution: ICL Pathway POCL
ICL Revicwers John Meagher
Tony Oppenheim Keith Baines
ICL Pathway Library
© 1999 ICL Pathway Limited Company-in-Cunfidence Page: 1 of 19
Last Printed: 21/09/99 15:43
POL00083924
POL00083924
Re ived Sep 21 04:07PM (08:20 SandM Lit for 'BGB' WORKSRV4 printed INC37E7AF440FAF Sep 21 04:17PM 1999 * 5/22
sceiveg PaaS OS Tk Tens Tate ate tt HORIZON PROGRAM *~ aos
ICL Pathway Resolution Plan for AJ408- Horizon System Helpdesk Ref; CRVACD/408
Version: 1.3
Company-in-Confidence Date: 17/09/1999
0.5
© 1999 ICL Pathway Limited ‘Company-in-Confidence Page: 2 of 19
Last Printed: 21/09/99 15:43
POL00083924
POL00083924
Re ived Sep 21 04:07PM (08:20; Si *BGB' WORKSRV4 inted INC3i hy <
eceives Pad 88 LUE 16:05 Tel? HORTZOS PROGRAMME © AFAOFAF on Sep 21 04:17Pm 1999 * Fg 6/22
ACL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref: CR/ACD/408
Version: 1.3
Company-in-Confidence Dates 09/1999
Document Control
0.5 Document History
1.0 26/08/99 First issue
Ll 08/09/99 Updated following workshops and
Teviews with POCL
1.2 16/09/99 Updated following an SLA workshop with
POCL
13 17/09/99 ‘Updated following Acceptance Meeting
0.5 Approval Authorities
Stephen Muchow Director, Customer
Service
John Dicks Director, Customer
Requirements
0.5 Associated Documents
M1) CS/SMM/AT408 I 1.0 17/08/99 I HSH Scripting, SLA I TCL Pathway
Recovery and Resource
Plan
2) 1.0 24/08/99 I AI408 ~ HSH Service I POCL
Level Failure
0.5 Abbreviations/Definitions
FTE Full Time Equivalent
HSH Horizon System Helpdesk
SLA Service Level Agreement
© 1999 ICL Pathway Limited Company-in-Confidence Page: 3 of 19
Last Printed: 21/09/99 15:43
Received Sep 21 04:07PM (08:20)
21708 "8
POL00083924
POL00083924
WORKSRV4 inted INC37E7AF440FAF 2 *
@ TUE ‘16:04 HORIZON "PROGRAMME on Sep 24 04:17PM 1999 * a Shee
ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref: CR/ACDIA08
‘Version: 1.3
‘Company-in-Confidence Date: LH/09/999
0.5 Changes in this Version
: crane = hes
11 Primarily changes following the Acceptance Workshop on 26 August and
the Call Volume/HSH Model Workshop on 8 September. Revision to
document title,
12 Changes following the Acceptance Workshop on 14 September to agree
with POCL the Cash Account calls to be removed from the L1 and L2 SLA
calculations and confirm that these SLAs were met during the month of
August. Primarily Section 5.2.2 and 5.2.4.2 and a new 5.3. The old 5.3 is
now 5.4
17/09/99 — Additional final paragraph in section 5.2.4.2
13 Changes to section 5.3 and 5.4
© 1999 ICL Pathway Limited Company-in-Confidence Page: 4 of 19
Last Printed: 21/09/99 15:43
POL00083924
POL00083924
Received Sep 21,04:07PM (08:20) on SandM.ine.I31.for. 'BGB' — WORKSRV4 pri :
received, Sep 21, 04:07PM, (08:20) chien 13)_for. 'BGB HORKSRVG printed, INCSTE7AFAA0FAF on Sep 21 04:17PH 1999 * Pg B/22
ICL Pathway Resolution Plan for A1403- Horizon System Helpdesk —- Ref: CR/ACD/408
Version: 1.3
Company-in-Confidence Date: 17/09/1999
0.6 Table of Contents
1 INTRODUCTION
2 SCOPE...
3. POCL POSITION
4 ICL PATHWAY POSITION............ ssaunnransnnssananssnvencergeyeqeesnesseenssoeneesnnonennes ae &
5 CLARIFICATIONS AND PROGRESS.
SL HSH Scripting Plan.r.nen
3.11 Future activité
Conclusions...
5.3 Monitoring Period ..vmnnsennnmersnemnnennnntanitinnneneiitiinatnnertetntnnsttinmnetnnetnete 13
54 SLA Rectification Plan rerevesessrerssesoreneersbeceestessss44sabtanst¥ eananen 15
6 APPENDIX A— PROBLEM TYPE AGAINST SERVICE LEVEL....
© 1999 ICL Pathway Limited ‘Company-in-Confidence Page: 5 of 19
Last Printed; 21/09/99 15:43
Received Sey
21/
id
9
21,0
Introduction
This document has been produced following the POCL / ICL Pathway Acceptance
Board Meeting of 18/08/99 and addresses the comments made in the minutes of that
meeting with respect to Acceptance Incident 408 and the statements made in the
POCL paper 4/408 — HSH Service Level Failure — 24/08/99.
This document provides additional information and explanation to that contained in
HSH Scripting, SLA Recovery and Resource Plan - CS/SMM/AI408 - 17/08/99 issued
to POCL as input to the Acceptance Board.
This document has been updated in the light of the Acceptance Workshop of 26/08/99
and the Cal! Volume/HSH Model Workshop on 8 September.
This document has been updated in light of the Acceptance Workshop on 14
September.
2 Scope
The scope of this paper comprises the content of AI408, the contents of the above
paper CS/SMM/AI408, the topics contained in the draft minutes from the above
Acceptance Board meeting and the paper 4/408 — HSH Service Level Failure.
The topics can be summarised as: -
* Plan for production and implementation of additional HSH Cash Account scripts
* HSH Resource Plan, comprising call volume projections and HSH staffing
projections
« HSH SLA Rectification Plan
3 POCL position
Based upon the minutes of the Acceptance Board meeting of 18 August 1999, POCL
contended that:
“Production of scripts is not complete"
“Yt does not take account of activities such as the need to train staff"
"Some items have already missed dates"
"Call volume projections and staffing projections contain assumptions that POCL
cannot agree based on experience to date"
On 24/08/1999 POCL also provided the paper 4/-408 - HSH Service level Failure.
This supplemented the above points as follows:
* POCL’s experience to date is that some scripts have resulted in inappropriate
advice resulting in further calls to HSH and the National Business Support Centre.
© 1999 ICL Pathway Limited ‘Company-in-Confidence Page: 6 of 19
Last Printed: 21/09/99 15:43
POL00083924
POL00083924
14:07PM. (08:20) on S *BGB' —-_ WORKSRV4._ pri :
39 TUE 16:04 TEL. HORTZUS FRDGHAMME ~/AF-MOFAF on Sep 21 04:17PM 1999 * fg Shee
ICL Pathway ‘Resolution Plan for 41408- Horizon System Helpdesk —-Ref.: CR/ACD/403
Version: 1.3
Company-in-Confidence Date; 17/09/1999
Received $6
2i/
far 04:07PM (08:20) on Sa
POL00083924
POL00083924
“98 TUE 16:05 TEL HORIZON Pro
ICL Pathway Resolution Plan for Al408- Horizon System Helpdesk Ref: CRACD/408
Version: 13
Company-in-Confidence ‘Date: 17/99/1999
POCL requires an explanation of how the call volume projections are produced
and the logic that supports this process.
POCL requires that the SLA rectification plan is produced and agreed.
4 ICL Pathway position
Taking the three main topics within this Al ICL Pathway's position can be
summarised as: -
HSH scripting plan - The plan described in section 2 of ref. (1) remains the basis
for addressing this aspect of the AL. The ¢ Acceptance Board may not have been
aware that actions designated for the 17" and 18th August were completed on
time. Subsequent actions within ICL Pathway and POCL have been completed in
a timely and co-operative manner from all parties involved. The revised HSH
Cash Account script document was re submitted to POCL as Cash Account
Process - ICL/PW/DSP/PRO/023 - version 2.1 - 24/08/1999.
{At the Acceptance Workshop of 26/08/99, POCL advised that there were further
comments on the scripts and a joint POCL/Pathway workshop aimed at finalising
the scripts was planned for (and was held on) 02/09/99).
HSH Resource Plan - Call Volume prediction
ICL Pathway wish to ensure that POCL has confidence in the modelling tools and
management processes that are used to manage the Horizon System Helpdesk in
terms of staffing levels. The development of the HSH resource model draws upon
a decade of market leading experience of ICL providing Help Desk Services to a
diverse range of Clients.
Somme of the key assumptions were introduced in ref. (1) and to supplement this
ICL Pathway proposed that a workshop be held with POCL to address POCL’s
concerns. A set of objectives for this event was proposed in section 5.2. This
event was held 7-8/9,
The HSH has experienced a substantial increase in calls on Wednesday / Thursday
associated with outlets having difficulties in completing the Cash Account
process. This increasc in business related calls was not predicted and it is ICL
Pathway's intention to establish a cash account domain of skilled staff with the
appropriate business knowledge dedicated to handling this increase.
ICL Pathway does not consider it appropriate for these complex business related
calls to be handled within the SLA constraints of the Level 1 / Level 2 call
definitions. These calls have distorted the SLA performance.
SLA Rectification Plan
The actions and target dates that will contribute to an improvement in the HSH
SLAs are set out in section 5.3.
© 1999 1CL Pathway Limited Company-in-Confidence Page: 7 of 19
Last Printed: 21/09/99 15:43
MORKSRV4. print inked, INCE INC37E7AF440FAF on Sep 21 04:17PM 1999 * PH oh 10/22
POL00083924
POL00083924
Received Sep 21, 04:07PM. (08:20)
21s
MORKSRV4 printed INC37E7AF440FAF on Sep 21 04: s
9 ‘99 TUE 16:05 on Sep 21 04:17°M 1999 fort?
HORIZON PROGRAMME
ICL Pathway Resolution Plan for Al408- Horizon System Helpdesk Ref.: CR/ACD/408
Version: 1.3
Company-in-Cunfidence Date: 17/09/1999
5 Clarifications and Progress
5.1 HSH Scripting Plan
The script production plan described in ref. (1) and shown below has now been
successfully achieved with all actions completed on time.
No. I Description ‘Target I Owner Achieved
date
1 Produce additional elements of CashI 17/08/99 I P. Curley wa
Account Process document in draft form for
POCL comment
2 Review and issue additional scripts to} 17/08/99 I P. Curley x
POCL
3. POCL review and comment on new scripts 19/08/99 I POCL vv
4, Collate and respond to comments 20/08/99 I P. Curley vv
5. I Review and respond to POCL comments on I 17/08/99 I P. Curley vY
version 2.0 draft of document
6. I Review comments with HSH 19/08/99 I P. Curley vw
7. Incorporate accepted comments into} 23/08/99 I P. Curley v
document from new scripts and comments
against draft Ver 2.0
8. I Issue Document as V2.1 definitive 24/08/99 I P. Curley v
{status to be confirmed with POCL)
5.1.1
© 1999 ICL Pathway Limited Company-in-Confidence Page: § of 19
Last Printed: 21/09/99 15:43
Received $B 21
21709
POL00083924
POL00083924
04:07PM (08:20) on SandM.Line.C31for 'BGB' WORKSRV4 printed 1NC37E7/ : *
‘98 TUE ‘16:03 TEL. GRO HORIZON PROGRAMME ~/AFMOFAF on Sep 21 04:17PH 1999 * Fg tey22
ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk = Ref: CRIACD/408
. Version: 1.3
Company-in-Confidence Date: 17/09/1999
Future activities
Following agreement of the new scripts, and in conjunction with the establishment of
the cash account domain, these scripts came into operation from 08/09/99.
Tt was agreed that a joint ICL Pathway / POCL review be held on 14/09/99. The
objectives of the review held on 14/09/99 being:
* Review scripts in light of operational use.
e Review, agree and include any additional scripts
* To identify any feaming opportunities
Such reviews will contimme in line with the recommendation in
ICL/PW/DSP/PRO/023
5.2 HSH Resource Plan
5.2.1
5.2.2
Background
The development of the model to support the resource requirements of the HSH was
based on ICL's previous experience in providing a wide range of Help Desk services
covering both systems and infrastructure call types. This was supplemented by a set
of assumptions covering the particular call types that ICL Pathway believed would be
generated by POCL's outlets.
ICL Pathway successfully applied the call volume and HSH resource model during the
period of Release 1a through to Release fc. During this period there was good
achievement against SLA targets.
During the period of LT1 it became clear that the actual call pattems diverged from
those predicted by the models. In particular there were significant differences in call
volumes following the introduction of the first Wednesday cash account.
Following the second and subsequent cash accounts the continuing high level of calls
on Wednesday / Thursday, which had not been predicted by the model, required that
remedial action should be taken.
The resources of the HSH were supplemented by expert assistance from POCL and
Peritas (now termed KnowledgePool) who were able to successfully handle the
complex business related aspects of these Cash Account calls. This had a beneficial
impact on the call response times for the remaining calls being handled by HSH staff.
© 1999 ICL Pathway Limited ‘Company-in-Confidence Page: 9 of 19
Last Printed: 21/09/99 13:43
POL00083924
POL00083924
Received Sep 21,04:07PM (08:20) on Si "BGB! i 2
received, Sep 21, 04:07PM (08:20) on. Sa fer GB HORKSRYG Brinted INCS7EZAFGGOFAF on Sep 21 04:17PM 1999 * ae
ICL Pathway Resolution Plan for 41403- Horizon System Helpdesk Ref: CR/ACD/408,
Version: 1.3
Company-in-Confidence Date: 17H09/1999
Service Level Analysis
Level 1 and Level 2 call resolution SLAs (excluding cash account calls as agreed with
POCL on 14 September) met their targets in August -- sce tables below.
Service Level Number I August] Target
Calls Resolved: atealls
Level 1 I <=5 minutes 190 96% 95%
>S minutes & 9 100% 100%
<= 10 minutes
Level 2 I <=30 minutes 144 97% 95%
> 30 minutes & 4 100% 100%
<= 45 minutes
Total 347
§,2,2.1 Level 1 & Level 2 Calls Analysis — August 1999
The table below shows the number of service calls that were included within the L1
and L2 SLAs and those which needed to be re-categorised as agreed with POCL on 14
September. Cash Account printing’ calls remained in L2 as they involved an
operational known error. The sub categories can be seen in appendix A.
Total L1 & L2 Recorded in the Data Warchonse 455
Calls to be re-categorised out of L1 & 12:
Complaints 12
Cash Account (see section 5.2.2.2) 96
Calls to remain within L1 & L2:
Implementation 2
Advice & Guidance 292
Printing within Cash Account 53
Total 347
5.2.2.2 Cash Account Calls Analysis
The tables below show the breakdown of those Cash Account calls that were removed
from the L1 and L2 SLA calculations.
© 1999 ICL Pathway Limited Company-in-Confidence Page: 10 of 19
Last Prinved: 21/09/99 15:43
Received, Sep 21, Q4z07PH (08:20) on. Sa
, 21709 "89 TUE 16:06 TEL:
POL00083924
POL00083924
‘ted INC37E7AF440FAF on Sep 21 04:17PM 1999 * eats
ICL Pathway Resolution Plan for 41408- Horizon System Helpdesk Ref: CR/ACDi408
Version: 1.3
Company-in-Confidence Date: 17/09/1999
Category Number of calls %
Cash Account Reports 22 23
Declarations 22 23
CAP Roll Over 19 20
Suspense Account 16 17
Stock Unit Balance 10 10
Discrepancies 7 7
Total 96
$.2.3
The table below shows the number of calls falling into resolved time periods.
Calls Resolved: Number of calls %
<=5 minutes 48 50
>5 minutes & 22 23
<= 10 minutes
> 10 minutes 26 27
Total 96 100
HSH Staffing review
At the 08/09/99 workshop on the Call Volume/HSH model ICL Pathway shared with
POCL the most up-to-date HSH resource plans for the remainder of 1999. These
separately identified the staffing for cash account calls, The predicted staffing level, in
terms of Full Time Equivalents, is sct out below.
Model prediction (FTEs) I Oct Nov Dec
HSH staff (excl. cash a/c) 26 35 35
Cash a/c staff 6 8 8
Total staff 32 43 43
© 1999 ICL Pathway Limited Company-in-Confidence Page: 11 of 19
Last Printed: 21/09/99 15:43
Received Ser
2170
21 04:07PM (08:20) on Sand.
9 '99 TUE 16:06 TEL;
POL00083924
POL00083924
far 'BGB' —_WORKSRV4. pr
H HORIZON PROGRA
ICL Pathway Resolution Plan for Al408- Horizon System Helpdesk. Ref: CRIACD/408
Version: 1.3
Company-in-Confidence Date: 17/09/1999
The planned staffing of HSH is as set out below.
Oct Nov Dec
Fully operational HSH 34 39 43
analysts
KnowledgePoo] staff for 10 g 4
cash account domain
5.2.4 Conclusions
5.2.4.1 HSH staffing levels
From its analysis ICL Pathway believes that the HSH is sufficiently resourced now to
meet the call volumes for Level 1 and Level 2 call types. Further resource is needed to
augment performance on cash account days.
5.2.4.2 Cash Account Domain
ICL Pathway has therefore established a domain of specialist staff with the business
skills to handle Cash Account related calls. The solution for service levels for Cash
Account calls was discussed at the workshop on 7/8 September and further
suggestions were tabled at the workshop on 14 September.
The scripts now employed bave been agrced with POCIL and are to be reviewed
regularly to ensure they remain as effective as possible. Since the navigation of the
scripts is dependant upon information provided by the postmaster and may mvolve
returning to the counter terminal to provide further tasks as instructed, the time
elapsed will vary (e.g. closeness to telephone, frequency of external intcrruptions,
etc.). Pathway suggests that benchmarking of Cash Account scripts would add little
yalue in determining the service performance and rather we suggest that a qualitative
approach is adopted as follows:
1, 100% availability of helpdesk staff skilled in providing the appropriate advice and
guidance. That is, uo postmaster will be told that they would be rung back on
initially logging a call at the HSH.
2. No repeat call(s) from the same postmaster for the same incident in the same
accounting period.
3. Using a similar technique to “POCL Mystery Caller” or by inspection, to assure
POCL that the approved call scripts have been followed conscientiously and that
consistent advice has been given. The performance measure is 95% conformance
each month.
Pathway suggests that Customer satisfaction with the Help Desk service should be
determined quarterly as described in requirement 914. Pathway will be pleased to
assist POCL. in devising and conducting the satisfaction survey.
© 1999 ICL Pathway Limited Company-in-Confidence Page: 12 of 19
Last Printed: 21/09/99 15:43
rinted INC37E7AF44OFAF on Sep 21 04:17PM 1999 * Pg 15/22
AMME ors
Receiver
dS
air
“a9
Version: 1.3
Company-in-Confidence Date: 17/09/1999
POCL may assure themselves that Cash Account service calls have been correctly
coded by the HSH through their existing Intemet access to Powerhelp. The problem
type ID, described in Appendix A, may be used to construct searches as required.
Should POCL wish to further understand Pathway’s processes for service level
Measurement then Pathway would be willing to provide a two-day workshop on the
subject.
5.2.4.3 ASH Resource Planning workshop
In order to ensure that POCL share ICL Pathway’s confidence in the robustness and
flexibility of the tools and processes used in HSH Resource planning, ICL, Pathway
has held a workshop with POCL to cover this topic in more detail.
The objectives of the event being: ~
e To enable POCL to gain understanding and have confidence in the overall
philosophy of the call volume model and it’s relationship to the resource planning
model, :
« To discuss and explain the factors and logic that apply to the modelling of call
types and call profiles
© To explain the iterative management processes that are supported by the model
* To review the impact of Cash Account related calls on service levels
5.3 Monitoring Period
A workshop was held on 14" September to audit the service performance of Level 1
and Level 2 calls and Cash Account calls, It was agreed that the service levels were
met.
Weekly monitoring of the service levels shown below will commence on the 4"
October for a six-week period, ending 14" November. Over the six-week period each
individual service level must be met, as a minimum, for 4 weeks, Reporting on the
achievement will be weekly and in the form of the following table.
@ 1999 ICL Pathway Limited
Company-in-Confidence Page: 13 of 19
Last Printed: 21/09/99 15:43
POL00083924
POL00083924
21 04:07PM (08:20) Si Line [31for 'BGB' ‘WOR! i “T
“99 TUE Stig ee ‘GF I HORTZ0s ROGAN © ATOMOFAF on Sep 21 Ghrtren avy? * hore?
TCU Pathway ‘Resolution Plan for AI408-Horizon System Belpdesk Ref: CR/ACD/408
Resolution Plan for Al408- Horizon System Helpdesk
Refi: CRIACD/408
ICL Pathway
Version: 1.3
Company-in-Contidence. Date: 1709/1999
Service Level ‘Target Week Commencing
0410/99 I 11/10/99 I 18/10/99 I 25/10/99) O1/11/99 I O8/11/99
Level L I <=5 minutes 95%
<= 10 minutes 100%
Level2 I <=30 minutes 35%
<= 45 minutes 100%
Calls answered within 20 80%
seconds
Cash Account calls SLA
{see note below)
Note: A meeting between Pathway and POCL will be held prior to 4" October to agree the metrics to be used in measuring the
Cash Account SLA.
1.1
© 1999 ICT. Pathway Limited
‘Compuny-in-Confidence
Page: 14 of 19
Laat Printed: 2109/99 15:43
POL00083924
WdZ0#¥0'12 das partsoay
soe 74.33, nl 66. 8o, Te,
WeUES “US” Coz?0
fa
8
ruoodd, NOZTYOH
zl i) * 6661 WdZb?%0 12 das uo JvsOyydVZIZEONI POIULJd YAYSHAOM
TO.
¥26€800010d
POL00083924
POL00083924
Received Sep 21 04:07PM (08:20 nd Li ‘BGB! i 2
ceive 4, Se8 Sy Ore, c9g:70) ‘on SandM_ Line [3] for 'BGB HORNE Brinted INCHTETAFAGOFAF ‘on Sep 21 04:17PM 1999 * aoet?
ICL Pathway Resolution Plan for 4J408- Horizon System Helpdesk = Ref.: CR/ACD/408
Version: 1.3
Company-in-Confidence Date: 17/09/1999
5.4 SLA Rectification Plan
This section summarises the activities that comprise the SLA Rectification Plan.
HSH Scripts
1 New scripts agreed with POCL a
2 Implement new scripts (wef 03/09/99) v
3. Initial ICL. Pathway / POCL zeview of the implementation of scripts in accordance I ¥
with ICL/PW/DSP/PRO/023
Call Volume/ HSH model
4. [#1 workshop WHE POCL (on 07-0809) v
HSH Statting
5. ‘Train and introduce 2 additional HSH staff v
TOTAL operational staff = 21 (by 31/08/99)
6. ‘Train and introduce additional HSH staff On-going
in light of monthly updates to Call Volume/HSH Model
A Review of staffing model at the cnd of October. 31/10/99 ab.
Call handling process
8. Complete refresher courscs on call handling process (2** line) by 31/08/99 v
9. Start refresher courses on call handling proccss (1 line) by 01/09/99 v
10. ‘Conuplete refresher courses on call handling process (1” line) 30/09/99 +
Cash Account Domain
IL Specialist staff identified and re-depluyed by 06/09/99 v
12. Cash Account domain operational (wef 08/09/99) v
13. Train 6 LISH staff in use of cash account seripts v
14, Train further 14 HSH staff in use of cask account scripts 30/09/99 +
SLA achicyement
15. Hold workshop with POCL (on 14/09/99) v
16. Publish proposed service measurement for Cash Account calls by 16/09/99 ¥
17, Publication of the weekly SLA measurement, as described in section 5.3, will be On-going
on following Wednesday B
18. Appendix A to cross-reference the equivalent scrvice contract schedule 30/09/99
iW. Meeting to discuss the logisties and metrics for measuring the Cash Account Before 30/09/99
service Javels
20. I Pathway to hold a two-day workshop to doscribe ils processes for service level I Before 31/10/99
Teasurement. Te
1999 ICL Pathway Limited Company-in-Confidence Page: 15 of 19
Last Printed: 21/09/99 15:43
POL00083924
ICL Pathway Resointion Plan for Al408- Iorizon System Helpdesk Ref. CRVACDI408 3
Version: 1,2 my
Company-in-Confidence Datc: 17/09/1999 ea
#
6 Appendix A — Problem Type against Service Level
Closed Calls August 1999
Call Description Problem Type ILevel Problem Description No, Calls
IADVICE & GUIDANCT, ADO1 NA BES OPERATION ENQUIRY 1
ADVICE & GUIDANCE ‘ADO? NA BES FALLBACK ENQUIRY 1
JADVICE & GUIDANCE ADOS Level 1/2 I EPOSS OPERATION ENQUIRY 354
[ADVICE & GUIDANCE AD0t Level 1 EPOSS FALLBACK ENQUIRY 6
IADVICE & GUIDANCE ADOS Level I APS OPERATION ENQUIRY 11 5
[ADVICE & GUIDANCE ADOG Tevel 1 APS FALLBACK ENQUIRY 6 58
ADVICE & GUIDANCE ADO? Level 1 OBCS OPERATION ENQUIRY 10 32
ADVICE & GUIDANCE ANOD Level OPERATING ENVIRONMENT ENQUIRY 26 a
ADVICE & GUIDANCE ADIO Tevel2 I OPERATING ENVIRONMENT CONSUMABLE 1 EE
ADVICE & GUIDANCE ADIL Eevel2 I DOCUMENTATION ISSUE 1 a
ADVICE & GUIDANCE, ‘ADI2 Level2 I SYSTEM ACCESS ENQUIRIES 33 z
ADVICE & GUIDANCE ADI3 Jevel2 I CUSTOMER COMPLAINT 2 2
ADVICE & GUIDANCE ADI4 Level2 I GRNIERAL ENQUIRY 3 _
(OTHER ECOL Level 3 POST OFFICE - EMERGENCY CLOSURE (SHORT TERM 1 3
CLOSURE)
OTTER COR Level3 I POST OFFICE -REOPENED 1 3
2
= vu
1999 TCL Pathway Limited Couspany-in-Confidence Page; 16 of 19 3 2
Last Printed: 21/09/99 15:43 st 3
= by
POL00083924
lag pantasay
ICL Pathway Resolutivo Plan for A1408- Horizon System Helpdesk Ref: CR/ACD/403 Re
7 Version; 1.2 Sy
‘Company-in-Confidence Date; «17/09/1999 e
4S
OTHER CC22 Tevel3 I POST OFFICE - PLANNED CLOSURE T a
OPERATIONS THOT Level3 I FILE TRANSFER FAILURE 2 28
OPERATIONS FEO4 Level? I INTERFACE OPERATION FAILURE T 28
SOFTWARE FEOS Level? I SOPFWARE ERROR DETECTED 45 og
NETWORK FE06 Level I CLIENT SYSTEM - NETWORK PROBLEM 3 ce
SECURITY FEO? level3 I CLIENT SYSTOM - SECURITY BREACH T ae
(OPERATIONS FEO9 Level3 I EPOSS OPERATION ERROR B .
(OPERATIONS FEO Level3 I APS OPERATION FRROK 2 - -
OPERATIONS FR Level3 I OBCS OPERATION ERROR 3 LJ
HARDWARE HCO1 Level3 I CENTRAL SYSTEM - PROCESSOR FAULT - UNUSABLE 5 =
HARDWARE C02 Level3 I CENTRAL SYSTEM - PROCESSOR AULT - USEABLE T ee
AARDWARE TICo4 Level? I CENTRAL SYSTEM - TERMINAL FAIURE 2 Se
OTHER HOD Tevel3 [CENTRAL SYSTEM - ENVIRONMENTAL FAILURE - 2 Es
POWER ae
HARDWARE BDO Level3 I PERIPHERAL FAILURE - PROCESSOR 19 a
IHARDWART HD04 Level} I PERIPHERAL FAILURE - BAR CODE READER 4 3
HARDWARE DO? Level3 I PERIPUIRRAL PAL_URE - COUNTER PRINTER : 4 £
HARDWARE Hos Tevel3 I PSRIPAERAL FAILURE - BACK OFFICE PRINTER 14 Fs
HARDWARE DOS Tevel3 I PBRIPHERAL FAILURE - KEYBOARD z :
HARDWARE HDIO Level3 I BERIPHERAT. FAILURE - MONITOR TOUCH ELEMENT 3 8
IHARDWARE Tibi Tevel3 I PHRIPHERAL FAILURE - MONITOR Ti g
[OTHER HDI2 Level3 I ENVIRONMENT FAILURE - CABLING ; 4 Fi
© 1999 ICI. Pathway Limited Company-in-Coniidence Page: 17 of 19 3 8
: Last Printed: 21/09/99 15:43 ae 8
Sg S
®
02.
eer
POL00083924
las ‘panteoay
ICL Pathway Resolution Plan fur AL408- Horizon System Helpdesk Ref.; CR/ACD408 oe
Version 12 Sy
Coupany-in-Confidence Date: 17/09/1999 ee
2
(OTHER FDIS Level3 I OFFICE ENVIRONMENT FAILURE - POWER a ea
HARDWARE HD Level I EQUIPMENT DAMAGED OR DESTROYED 2 28
IMPLEMENTATION TMO01 Tevel3 I PLANNED ACTIVITY RESCHEDULE T 38
IMPLEMENTATION M03 Level3 I SITE PREPARATION ISSUE 2 a
IMPLEMENTATION M07 Level2 I OTHER 2 -
NETWORK NDOI Level3 I UNABLE TO CONTACT HQ 3 id
NETWORK NbO2 Level3 I NETWORK FAILURE - ISDN (WAN) 9 in
NETWORK NDOS Vevel3 I POST OFFICE - LINK FAILURE 7 a
a
NETWORK ‘NDOS Level3 I POST OFFICE - CONFIGURATION FAILURE 1 8
(OPERATIONS coz Tevel3 I POSTONFICE- DATA DOWNLOAD FAILURE T =
(OPERATIONS OD02 Level3 I BPOSS - OPERATION FAILURE mt =
OPERATIONS — O03 Level3 I APS- OPERATION FAILURE 2 Ss
OPERA LIONS, OD04 Level 3 OBCS - OPERATION FAILURE 4 Es
OPERATIONS ‘O06 Tevel3 I ACCESS AND USER ADMINISTRATION FAILURE 10 ze
OPERATIONS ‘OD07 Level3 I OPERATING ENVIRONMENT FAILURE 2 BG
OPERATIONS ‘O08 Level3 I SYSTEM ENVIRONMENT FAILURE T 3
OPERATIONS ORS Level3 I CUSTOMER PAYMENT ISSUE i §
RECONCILIATION REOL Tevel 3 EPOSS ; 3 $
[RECONCILIATION REO2 Levels I APS 1 g
RECONCILIATION REO4 Level3 I OBCS 3 =
(OPERATIONS S03 Level3 I CENTRAL SYSTEM - OPERATING SYSTEM - PROCESS T =
, FAILURE : ‘ 3
© 1999 ICL Pathway Limited ‘Company-in-Confidence Paye: 18 of 19 3 8
Last Printed: 21/09/99 15:43 se 8
POL00083924
Ps
3
ES
5
wil
ICL Pathway Resolution Plan for Al408- Horizon System Helpdesk Ret: CRVACD/A08 38
Version: = L.2 ey
Company-in-Confidence Date: 17/09/1999 se
=
SOFTWARE 8004 Tevel3 ICENIRAL SYSTEM - OPRRATING SYSTEM - ERROR 1 a
MESSAGE 3
is
SOFTWARE SC0S Level 3 CENTRAL SYSTDM - OPERATING SYSTEM CRASH t aed
SOFTWARE SCIZ Level 3 CENTRAL SYSTEM - APPLICATION ERROR MESSAGE 1 A
[OPERATIONS $Ci3 Level 3 CENTRAL SYSTEM - APPLICATION - UNABLE TO 1 3
PROCESS FILES
SOFTWARE SDOI Level} I SYSTIM MESSAGE DISPLAYED ON SCREEN 38
SOFTWARE SDOz Tevel3 I SOPFWARE ERROR 755
SOFTWARE SDO3 Level3 I SYSTEM OPERATION HAS CHANGED UNEXPIICTEDLY 29
SOFTWARE SD04 Level 3 EXPECTED CHANGE HAS NOT WORKED 1
SOFTWARK SDOS Level 3 OTHER 2 Bs
OTHER x005 Level 3 OTHER 175 ied
8
SECURITY 7802 Level 3 PMMC CARD OR PIN NUMBER LOST 3 ae
SECURITY 2803 Level 3 ONE SHOT PASSWORD REQUIRED 8 EA
Total 1846 BE
fa
Total Jevel Lcalls = 413 4g
a
Total Level 2calls = 42 z
Total = 455 (agroclug with the figure in 5.2.2.1) 3
8
3
8
2
3
z
= vu
© 1999 ICL Pathway Limited Campany-in-Confidence Page: 19 of 19 3 Q
6
Last Printed: 21/09/99 15:43 ee 8
8
iy &