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Version : July0l 17/07/2001 I
Business Service Management
ORDER BOOK CONTROL SERVICE
MONTHLY SERVICE REVIEW BOOK: June 2001
Author Ben Gildersleve Reference
Version I JulyO1 Classification
Date 17/07/2001 Status Issued.
Authority Liz Tuddenham
© The Post Office 2000
The contents of this document must not be reproduced (wholly or in part) used or disclosed without the written
permission of The Post Office. This copyright applies to all forms of storage and reproduction in which this
information may be embodied including without limitation magnetic storage, computer printout, and visual
display.
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0. DOCUMENT CONTROL
0.1_VERSION HISTORY
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Version Dated Change Details
March01 28/03/2001 To inform Service Management Meeting.
April01 26/04/2001 To inform Service Management Meeting and Format changes
May01 17/05/2001 To inform Service Management Meeting
June01 12/06/2001 To inform Service Management Meeting
July01 17/07/2001 To inform Service Management Meeting
0.2 DISTRIBUTION LIST
Name Title ‘Company
Don Grey Head of Business Service Management Post Office Network
Liz Tuddenham Head of Operational Performance Post Office Network
Kevin Lenihan Head of Problem Management Post Office Network
Mary Love Problem Analyst Post Office Network
Mike Airey PRCS Centre Manager Department for Work & Pensions
Brian Waldie OBCS Live Support Department for Work & Pensions
Shui Lin Wong OBCS Live Support Department for Work & Pensions
Tim Bentley Client Manager Network Bank
Tina Davis Design & Specification Manager Network Bank
Jacky MacKenzie Senior Design & Specification Manager Network Bank
Phil Jeary Operations Manager Post Office Network
0.3. DOCUMENT AND CHANGE CONTROL
The BSM Change Control Team is responsible for maintaining and changing all the documentation created in Business Service Management. For
further information on the existing documentation or procedures please contact the BSM Change Control Manager.
0.4 GLOSSARY
BSM Business Service Management - a dedicated function within the Post Office Network Unit that
supports the automated (Horizon enabled) platform.
DWP Department for Work and Pensions
ICL Pathway ICL Pathway - supplier of the Horizon platform to Post Office Network
OBCS Order Book Control service
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0.6 CONTENTS
0. DOCUMENT CONTRO!
0.1 VERSION HISTORY
0.2 DISTRIBUTION LIST.
0.3 DOCUMENT AND CHANGE CONTROL..
0.4 GLOSSARY
OBCS Roll out & Availabilit
. TRANSACTIONS
2.1 PAYMENT VOLUMES.
2.2 BOOK RECEIPTS...
2.3 BOOKS REDIRECTED
2.4 BOOKS ISSUED.....
2.5 NON BAR-CODED BOOKS ENCASHED.
2.6 IMPOUNDS/ RECALLS ..
3. SERVICE DELIVERY ..
3.1 OBCS Stop LIST......
3.2 OBCS FILE DELIVERY.
4. FALLBACK...
4.1 NON POLLED OUTLETS.
4.2 HARDWARE FAILURES.
4.2.1 Barcode Failure:
4.2.2 Barcode Reader failures.
4.2.3 PC Failures...
4.2.4 Central Stop List Verification Calls
5. EXCEPTION REPORTS......
6. OUTSTANDING PROBLEMS.
6.1 NON-POLLING OF OUTLETS.
6.2 DWP DUPLICATE TRANSACTIONS ..
6.3 MISSING IMPOUNDS..
6.4 NON CONFORMANCE IN OUTLETS
6.5 QUALITY OF BARCODES ON ORDER BOOKS .
7. MANAGEMENT SUMMARY...
7.1 COMMENTS ON PREVIOUS SECTIONS OF THE REPOR’
8. APPENDIX A
pe
2
2
2
2
2
4
5
5
6
7
8
9
0
‘1
1
2
13
3
4
4
4
4
4
5
6
6
6
6
7
7
8
8
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1. OBCS Roll out & Availability
(<=iLive OBCS Outlets (During Catch Up Period)
(“Live OBCS Outlets
(——1Forecast Live Outlets (17927 - 620 NI - 75 forecast closures= 17232)
—OBCS Live Outlets as % of Total Network
Proposed OBCS Live Outlets as % of Total Network
48,000 aa 5RD=99E1-99: -9— 100.0
, sepa on Tr 8 I
46,000 As ile \ \I I I 90.0
‘ Prk
wa - 80.0
14,000 oer tT} off 6 Ul OU
g rz 700 p
S 12,000 H H H H H H H H SB
(-} s
o 60.0 %
a <
@ 10,000 + 1 H H HI H H H H Py
2 50.0 9
2 ao
3 I °
= 8,000 H H H H H Y YH rf
° 40.0 g
2 6,0 3
,000 H H H H H H H H
2 300 &
4,000 I I I I {I {I I {I 20.0
2,000 1 i H H rI H rI I 10.0
0 s 0.0
o rc) ° ° ° eo e ° c c 6 bad c c c ce © c c
e
< s 5 5 Z Oo °o 2 a s ing = < = 5 ° q oO ° 2
2000 / 2001
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2. TRANSACTIONS
2.1 PAYMENT VOLUMES
(<7 Encashment (local) (— Encashment (foreign) Cor’Total «=—"Average per OBCS Outlet
50,000,000 10,000
45,000,000 WH I I +++} 9,000
40,000,000 — HRW KRHA WAH Wi F— 8.000 Pr
r7 of] 3
3
2 35,000,000 Hee HW HW HW HWA 7000S
g a
o rm 2
3 my §
2 30,000,000 HY HHH HHH HW HWA 4 8000S oS
s = 8
5; 25,000,000 HI ES FSH HW HW HH t+t++ji tit) + 5000 ©
8 =
E ;
2 3
2 20,000,000 Lee EY ES eH YH OW OH WWW HRA OR aA ia iff 4000 <
8 3
o 2
r o
15,000,000 a 14 Poy H+ 3,000 >
1 3
4
10,000,000 z Pe ee EO HW HOW HW WW iH Oia 'iBssi#F9-:2.1000
5,000,000 Lee ed ES eS RYOHO HOW RR WOR HOW ia iW #9 1.000
L_ I I I I II
o ia qo L 0
e 2 2 2 2 2 = x =
§ 8 § 8 8 3 § 5 5 § co 8 =
§ 3 2 a B 3 Fy § 3 5 & zs 5
5 5° Et 8 ° 2 a § irq = ¢ g 3
2000 / 2001
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2.2 BOOK RECEIPTS
tC Local C— Foreign Co Total «=-=-Average per OBCS Outlet
4,500,000 1,400
4,000,000 Ly I
1,200
an
3,500,000 as LJ Lt
1,000
3,000,000 ty }4 4 II mt wu ¢
7 4 3
E in r] 100 2
% 2,500,000 bide ey ey eS EU = by ty ty g
: r 5
x .
2 I_I 3
2,000,000 Pete eg eH 4 HK l+H 60 2
=
a Ss
g
1,500,000 4 LH He HW H II brid Ed uu Z
400
1,000,000 I L4H HEH KG HW HH I_I bie} ey Lu
a re r A ; NS rT 200
500,000 I_I MIU EPO aes I IS Hera 1H LU
14 I_I I LI L_I {I I
0 t)
g S = = = s = 5
3 Ey 3 3 § cd 8 3 3 3 5 3 3
5 3 ? c 8 3 8 5 3 5 5 & 5
3 ° < a ° 2 a s irq = < = 3
2000 / 2001
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2.3 BOOKS REDIRECTED .
co Redirects «= Average per OBCS Outlet
80,000 16
70,000 43
5
fe)
8
60,000 120
°
.
3 I Es
i 50,000 +108
: é
3 40,000 rT+8 a
a 3
2 é
rs
8 30,000 Lise 3
§ g
2 —
LL Z
20,000 +—} ee Ll, 2
ae SS ee — Ne >
aa = Sa LJ a g
<
10,000 -— t+ 2
0 0
° ° ° ° ° ° ° c c c c c c
z g
5 ° 4 ao ° 2 a 5 o = < = 5
2000 / 2001
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2.4 BOOKS ISSUED
CoTotal =-—=+Average per OBCS Outlet
4,500,000 1,400
4,000,000
1,200
3,500,000
1,000
3,000,000 — 3
8
z
$ 2,500,000 I7 800 9
a
2 ] °
3 q
°
8 2,000,000 4 600
— S
_ £
S
1,500,000 — = a
400
1,000,000 =
Lt I
I r cS
500,000 Ltd te I er ww Lo I +200
B I de Sa 7 PSs — r
_ Na
0 0
2 2 ° ° 2 ° 2 © = rc = =
ba g
5 ° < 7) ° 2 a $s ir = < = 3
2000 / 2001
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2.5 NON BAR-CODED BOOKS ENCASHED
5,000
4,500
4,000
1,500
Total Non Bar Coded Books Encashed
XR
f-4
Ss
1,000
500
Local
(Foreign
Average per OBCS Outlet
Total Non-Bar Coded Books Encashed
17/07/2001
[
10
[
Jun-00
Jul-00
Aug-00
Sep-00
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Oct-00
Nov-00
Dec-00
2000 / 2001
Jan-01
Feb-01
Mar-01
Apr-01
May-01
Jun-01
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a
Average Encashments Per OBCS Outlet
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quauaSeueyy aotaras ssaursng YIOMIBN aJO 3s0g
100z / 0002
7ZJ0 OL a8eg
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Impounds & Recalls
° Ss 8 8 & ty
09
OL
ToAM{ : uorsiaA,
Jun-00 =
Jul-00 ———
STIVOdu/SANNOANI 9°%
spunodwj ——)
Aug-00
Sep-00
yeoeyC—
Oct-00
Nov-00
[eyo].
Dec-00
ry “SB
Jan-01 Ry,
/2I
Feb-01
iy
Mar-01
Apr-01 A
May-01
Jun-01
1002/20/Z.
06
$6
ol
10 I
OL
StL
ozL
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3. SERVICE DELIVERY
3.1 OBCS STOP LIST
Day B Actual Day C Actual @ Day D Actual
100.50%
Day D Target 100%
99.50%
Day C Target 99%
2 98.50% —I ft I rc
o
2
oO
[=]
2 97.50%
a Day B Target 97%
& : 1.
no
&
96.50%
95.50%
94.50% +
e 2 2 2 ° . = P= = 5 =
§$ § § @ € € € § § &§ F & F
EJ o [3
2 3 2 8 8 $ & § &€ F &€ EF 8
2000 / 2001
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Day D Target 100%
Day C Target 99%
Day B Target 97%
mw Day D Actual
Day C Actual
® Day B Actual
3.2 OBCS FILE DELIVERY
100.50%
Version : July01
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to-Aew
Loudy
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B boded
bouer
f 00-220
00-AON
00390
}
oo-dag
oc-Sny
oor
oo-unr
xx x BS x x x
8 8 8 F B 8
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& 8 5 8 3 3S
Asaai1aq alt4 %
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4, FALLBACK
4.1 NON POLLED OUTLETS
17/07/2001
C— Lost polling days «==-days polled as % of total
10000
100.00%
0
900 99.50%
8000
. 98.65% I 99.00% a
7000 sem So e
98.87% 99.00% <‘P=7~ 98.94% $
9 98.50% &
s 6000 We Y FI
98.26% 5
2 \ EU fe or 5
= 5000 7 : 1+ 98.00% @
a tJ
a June]& July/fiqures include NI out} g
3 4000 a ye e = s
- Yj 97.50% @
47.354 3
3000 I_I a
97.00% &
. ia}
2000 I
6.50
1000 +— I + 96.50%
0 + 96.00%
e 2 2 ° 2 e 2 5 = = s = x
5 ° < oO 2 a 3 o = < = 3
2000 / 2001
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4.2 HARDWARE FAILURES
4.2.1 Barcode Fail
aoe NES 4.2.3 PC Failures
: : -
Fae ME Fas ae
Faw Seo ha SC
Pose DAA eae Kew
fab Pb tf i ppd pd Ppt? bP: EP dpa id
4.2.2 Barcode Reader failures 4.2.4 Central Stop List Verification Calls
anes
§ ones
:
_ goo
ome L— te a8 an cote [a
ee Pipe PPP bp peg
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5. EXCEPTION REPORTS
This section will be used to present the information as required in Schedule 16. It is anticipated that this will be in tabular form detailing
outlets whose transactions are less than 20% of the previous week with reasons where known. Shown below is a draft for how this
information could be presented when the information is available.
Outlet I Variation In Encashment I Week variation I OBCS Re OBCS : System/Part System I Any other’
eS transactions compared _ I occurred(w/c) I Transactions in Transactions in downtime” “°: I information /
to previous week (%). I Week Previous Week I information . “.) ~"-I explanation
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6. OUTSTANDING PROBLEMS
6.1 NON-POLLING OF OUTLETS
The lap top solution for this problem was presented as part of the formal rectification plans by ICL Pathway in June. These proposals,
including other areas around the implementation of remote monitoring of disconnected nodes and automatic warnings are being
reviewed by POCL and a response to the proposals will be issued to ICL Pathway in the near future.
6.2 DWP DUPLICATE TRANSACTIONS
Following investigation of the small number of duplicates produced following implementation of the fix for this problem, a new
problem has been identified involving missing impound messages reported from ICL Pathway to the DWP (see section 6.3 for an update
on the missing impounds problem).
Due to the fix for the duplicate transactions problem being the cause of the missing impounds problem, the monitoring for the
duplicates problem will continue for a period following the implementation of the fix for the missing impounds problem.
6.3. MISSING IMPOUNDS
As discussed above in section 6.2, the fix for the duplicate transactions problem has affected the number of impound messages being
reported from ICL Pathway to the DWP. The number of reported impounds were running at normal levels until the fix for the
duplicates problems was implemented. It was following this fix that the number of reported impounds started to fall.
It is important to stress that there has been no adverse impacts felt at Post Office counter’s due to this problem. There were no
reductions in the number of impound messages produced Horizon screens, on any OBCS transactions, or the number of books
impounded at the counter.
A fix for this problem has been identified to return the information flows to normal, and will be implemented by the end of July.
Further monitoring will take place by ICL Pathway and the DWP to identify whether this fix has been successful. In the interim period
ICL Pathway have offered a temporary solution for supplying the missing impounds and this is being reviewed by the DWP.
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There is additional work taking place to retrieve the missing impounds from April 2001 when the problem arose, to the present time and
this should take 2-3 weeks to complete.
The problem will be monitored for a period to identify whether information flows return to normal and to ensure all historical data is
delivered to the DWP.
6.4 NON CONFORMANCE IN OUTLETS
A training brief has been developed which will cover OBCS procedures and will be published on the 8 of August. The brief will be
distributed to all Post Offices and should be used by the outlet manager to lead training sessions, in conjunction with the Counter News
Workaid on OBCS procedures published in June.
The training brief discussed above was another item from the OBCS Communications plan, which has now been agreed and is in
operation. There have been a number of communications planned for the coming months, including a-Counter News article prior to the
August bank holiday aimed at reducing multiple scans.
Further work is continuing on ‘OBCS Errors’ for the Transaction Accuracy Measure. The DWP have been investigating potential sources
of data, and an update will be sought at the next service Review meeting. Other data sources are being investigated to identify whether
they are appropriate for the measure.
Additional incidences of non conformance have been raised by BSM through the weekly incident management process, which means the
Network Business Support Centre will be contacting outlets to discuss the incident and highlight the correct procedures. The incidents
have concentrated on the area of encashment non conformance.
We await the final draft of the report and recommendations from the annual audit of OBCS procedures by Ernst & Young.
6.5 QUALITY OF BARCODES ON ORDER BOOKS
See Appendix A.
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7. MANAGEMENT SUMMARY
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7.1 COMMENTS ON PREVIOUS SECTIONS OF THE REPORT
Section : : Comments i}
1.0 OBCS Availability I Roll-out of OBCS at the end of April was completed to 99.4% of the network.
This leaves a total of approximately 112 outlets still to be migrated to the OBCS at the end of June 2001.
See previous reports for update on migration plans for these remaining outlets.
2.0 DWP Transaction I Transaction information for June 2001 has been gathered from ICL Pathway and used within this report. This
Data information is for the following areas:
¢ Book Receipt ¢ Book Redirect
© Book Issue e Benefit Payment Volumes
Transaction information has been included for the period June 2000 to June 2001, and will include a rolling 12 month
period from now. This is unless historical information is deemed necessary to include.
Benefit Payment Volumes
Overall payment volumes in June were similar to those for May 2001 which is expected due to the very small number
of outlets being migrated during June. The June average payment transactions per outlets remained consistent with
May 2001. In June it was 2626 payments per outlets, with May being 2690 payments per outlet.
The average payments in June 2001 were similar, although fractionally lower, to the average in June 2000. The average
in June 2001 was 2626, with the June 2000 average being 2780 payments per outlet. Overall volumes are obviously
lower due to the number of migrated Horizon outlets. ,
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Section
Comments et : ~ an I
Data continued
DWP Transaction
Order Book Receipts
The overall volumes of book receipts increased in June from May by approximately 650,000. This is likely to the
residue of annually uprated books being received by outlets. The average book receipts per outlet also increased in
June from May, with the average book receipts per outlet being 219 in June, from 182 in May. This increase supports
the conclusion that the residue of uprated books were being receipted in June.
Additional data shows the average in June 2001 is similar to the period June 2000 to November 2000, where the
average was approximately 210 book receipts per month. With June 2000 specifically being 202, against June 2001
being 219. The overall volumes are significantly lower due to the number of migrated outlets at each time.
Order Book Redirects
In June book redirection overall volumes remained consistent with May, with the average per outlet being the same in
both months at 3 per outlet.
The average book redirections for June 2001 year on year with June 2000, are the same at 3 per outlet. Overall volumes
are significantly lower though, due to the number of migrated outlets.
Order Book Issues
The trend for book issues in June is similar to the trend for book receipts and redirects. Overall volumes of issues have
increased in June from May by approximately 200,000. The average book issues per outlet has also increased in June
to 173, whilst in May it was 163 per outlet.
Year on Year shows an increase in book issues from 134 in June 2000, to 172 in June 2001. Although the June 2001
average at 172 per outlet is similar, if compared to the consistent period of June 2000 to November 2000 which i: is”
approximately 168 book issues per outlet.
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Section E . Comments cis 2 * ie “A
System Service Performance Summary
OBCS Data
3.1 Stop List Delivery 99.66% delivered by Day D
3.2 OBCS File Delivery 99.89% delivered by Day D
Where SLA conformance has not been achieved for:
Day D this is directly attributable to the ‘Non-Polling’ of outlets where transactions are not harvested from t
coiinters and delivered to the DWP/outlet within the required timescales. .
(see update on non-polling in section 6 of this report)
In the May Service Review report the Day B Stop list delivery was provisionally reported as a failure at 95.76%
(target 97%). This was confirmed by ICL Pathway, and it was explained that this was due to the scheduling of
OBCS Stop list data behind the M1 Counter Upgrade which required the outlet manager to do a full log on. As, in
most cases, the manager would do this just before/just after opening time, OBCS Stop list data would not be
received by 8a.m., but it should have been received directly after the log on procedure i.e.: in time for the start of
business.
We have asked that this impact be considered when planning the scheduling of future release upgrades.
4.1 Polling of Outlets There was a small increase of 0.29% in the percentage of days non polled: compared to available days. With the
overall % of days polled remaining high at 98.94% of polling days available. ‘ " .
1 ‘
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Section I -- -.. {Comments : ae, : a ee I
4.2-4.6 I Fallback data I Barcode reader faults
Barcode reader faults based on incidents raised at the Horizon System Helpdesk remained low, with the average failures
per counter position also very low at 0.006.
This continued the trend seen in the previous 3 months.
The overall volumes of Barcode reader faults in May 2001 remained extremely low, with the average fault per counter
position also being low at 0.007 faults per counter position.
There were 51 of the faults from 1 position outlets out of 251 faults. The average number of positions per outlet where a
barcode reader fault has occurred in June 2001 was approximately 2.5 positions per outlet.
Central StopList Verification calls
The number of stop list verification calls were very low in June 2001, with the average calls per outlet also being very low at
0.0005 calls per outlet.
5.0 Exception The OBCS change to OP TIP has been re-prioritised and is now the next change in the timetable of OP TIP developments.
Report This should mean user acceptance testing should start mid July, and take 2-3 weeks. Assuming the testing is successful the
first information from OP TIP should be available to BSM by August. Once for sufficient data (ie 2 weeks worth) has been
received we will commence the exception reporting in the service review report.
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8.. APPENDIX A : os
B
DWP Duplicate Transactions Monitor See section 6.2 in the'report this month. - ‘ 30 September
. . . 2001
Quality of barcodes on order books I Monitor _I No Update. *-* ~ ae 31 August 2001
‘ + . . on ~
Ln
‘ ‘ . . . te . : 4 -
Ne ‘ a ~ . .
‘ " "
I
:
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