POL00093352
POL00093352
ft
Version : September01 13/09/20 I
Business Service Management
ORDER BOOK CONTROL SERVICE
MONTHLY SERVICE REVIEW BOOK: August 2001
Author Ben Gildersleve Reference
Version September01 Classification
Date 13/09/2001 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.
POL-0094744
Version : September01
0. DOCUMENT CONTROL
0.1_ VERSION HISTORY
Version Dated Change Details
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
August01 15/08/2001 To inform Service Management Meeting
September01 13/09/2001 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
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
Post Office Network Business Service Management
POL00093352
POL00093352
'
13/09/2001
Page 2 of @
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2007
0.6 CONTENTS
0. DOCUMENT CONTRO!
0.1 VERSION HISTORY .....
0.2 DISTRIBUTION LIST...
0.3 DOCUMENT AND CHANGE CONTROL
0.4 GLossaryY ...
. OBCS Roll out & Availability.
. TRANSACTIONS .....
2.1 PAYMENT VOLUMES.
2.2 BOOK RECEIPTS
2.3 BOOKS REDIRECTE
2.4 BOOKS ISSUED...
2.5 NON BAR-CODED BOOKS ENCASHEI
2.6 IMPOUNDS/ RECALLS
. 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 Failures .
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.
7. MANAGEMENT SUMMARY ..
7.1 COMMENTS ON PREVIOUS SECTIONS OF THE REPOR’
8. APPENDIX A.......
n
nN
ry
Post Office Network Business Service Management Page 3 of 23
POL-0094744
Version : September01
1. OBCS Roll out & Availability.
(=) Live OBCS Outlets (During Catch Up Period)
[Live OBCS Outlets
(Forecast Live Outlets (17927 - 620 NI - 75 forecast closures= 17232)
~~ OBCS Live Outlets as % of Total Network
——— Proposed OBCS Live Outlets as % of Total Network
18,000 4
A649
Pela
16,000 LeU H
SER
14,000 eeereol oH OOH
pOBI-SH)
12,000 HH Ho LU
10774.2%
10,000 + 5.0%} L U L U L
Live OBCS Outlets
POL00093352
POL00093352
13/09/2001
9199:619 9-8 YOS-B09P-90%, 100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
OBCS Availability
30.0%
20.0%
+ 10.0%
Aug-00
Sep-00
Post Office Network Business Service Management
Oct-00
Nov-00
Dec-00
Jan-01
Feb-01
Mar-01
Apr-01
May-01
Jun-01
Jul-01
Aug-01
Sep-01
Oct-01
Nov-01
0.0%
Page 4 of @ -
POL-0094744
10,000
POL00093352
13/09/201
Average per OBCS Outlet
(aaa Encashment - Total
eam Encashment - Foreign
POL00093352
yang sad suonoesuess yo saquinN abesaay
a
‘So
Ps
©
8
Ej
oy
bo-Bny
M Lo-ine
KW Lo-unr
M Lo-Aew
Lo-ady
LO-se IN
bo-ae4
bo-uer
00-990
00-AON
00-490
00-des
00-Bny
gag Encashment - Local
50,000,000
Version : September01
2. TRANSACTIONS
2.1 PAYMENT VOLUMES
45,000,000
40,000,000
35,000,000 4
30,000,000 4
25,000,000
20,000,000
15,000,000
10,000,000
5,000,000
suonoesuess jUaWYseoUT jo SIeqUINN
Post Office Network Business Service Management
POL-0094744
yuawaSeueyy aoraras ssoutsng YIOMIAN adYJO 380d
@ jogaseg
Aug-00
Sep-00
Oct-00
Nov-00
Dec-00
Jan-01
Feb-01
Mar-01
Apr-01
May-01
Jun-01
Jul-01 Ii
Aug-01
000‘00s
000‘000'r
Number of Books Re:
> nv
000‘oos‘
+ 000'000‘
+ 000‘00s‘z
ceived
eS
000‘000‘
000‘00S‘e
000‘000'r
000‘00s‘y
00g
2 J
3 r=7
o Ss
Average per Outlet
o00'r
002't
00r'y
POL00093352
POL00093352
SLdldDTU AO TZ
Lolequiaydas : uorsie,,
12007 a
uBje10 4 SS
120,
3®BNOC SOGO 10d eB es1eAY ee
100z/60/€L
POL-0094744
POL00093352
POL00093352
yenno sed eBeseay
I 4aiea quawiaSeueyy ao1Aras ssautsng YIOMN aYJO ISO
z 5 3 * 3 5 9 z o >
2 &€ &€ $ 8g 8 &€ &€ § & & 8 8
‘ C)
“I i 000‘or
—
i acne ee
I 000‘0z
z
5
° ooo'oes
a
°
2
o
° 000'0r8
&
a
2
2
. o00'oss
a
° 000‘09
" 000‘0L
000‘08
-J0Z/60/€L
JORNO SOO Jed eHEIaAY mm
spe1pey A
GaIDAUIGTASAOO ¢Z
Toraqutaydag : uorsi9,,
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
2.4 BOOKS ISSUED
mam Total =~ Average per OBCS Outlet
4,500,000 1,400
4,000,000
4,200
3,500,000
+ 1,000
> 3,000,000
3
3
a 3
& 2,500,000 800 8
a 5
% S
¥ 2,000,000 id
3 600 §
E (og
2
1,500,000
400
1,000,000
+ 200
500,000 = a
0 + + +0
° e 2 2 2 = = = 5 = x = =
° e 2 ge e 2 2 e 2 eg eg z ba
3 S 8 8 3 & 3 5 3 es 5 3 Ey
< oO ° z a s ng = < s 5 ° <q
Post Office Network Business Service Management Page 8 of @
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/200"
2.5 NON BAR-CODED BOOKS ENCASHED °
Guam Local [==1Foreign lg Total Non-Bar Coded Books Encashed ~~ Average per OBCS Outlet
10,000 10
9,000 9
8,000 -— 8
2
e
%
£ 7,000 7
4
a
s
$
ij 6,000 6 3
3 3
3 2
8 6
O 5,000 5 ao
S o
a &
§ S
S$ 4,000 4 43
rn
3
.
2 3,000 ’ 3
—€” Se
3
z
2,000 2
1,000 1
) + 0
2 2 s = = = x <
3 3 3 8 3 3 5 3 5 3 5 Ey 3
> € 38 § $8 § 8 §& 5B & § 38 8
z a ° z a s rd = < = 5 5 Es
Post Office Network Business Service Management ~ Page 9 of 23
POL-0094744
13/09/2001
Version : September01
2.6 IMPOUNDS/ RECALLS
POL00093352
POL00093352
}@1NOC Jed abessay
S eo 8 6 BS we em A © 6 @
+t S
=
+o-6ny &
&
bone
bo-unr
@
bo-Aew
body
LO-4eIN
bo-qe4
°
S
g
2 NS bo-uer
00-990
F 00-10N
@ i
5
i)
E
00°90
2
g
g am 5
© 0o-des a
3 3g
a &
E 3
Z 3
I 00-6ny $
£
3
2 8 8 8 8 8 8 8 8 ge rs
8 8 8 8 8 s 8 8 Ss S x
s a oo ny o w + oo ry < =
sjjeo0y 9 Spunodwy yo ssoquinn z
a
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/ “G6
3. SERVICE DELIVERY
3.1 OBCS Stop LIST
Day B Actual Day C Actual fDay D Actual
100.50% ]
Day D Target 100%
\
i a 4
Pa ois su oH? it
99.50% + 17
i a ty Day C Target 99%
—
32 98.50%
Cs
5 op
2
o
Q
4 97.50%
Ey Day B Target 97%
a i
”
9
a
© 96.50%
ba
a
95.50%
yy Uj
94.50% A
3 Ey 8 8 8 3 3 3 3S 3S 3 3 Py
> o 3 2 8 < a 5 5 > € 3 b
2 § 8 FE é &8 Z £ 2 § 5 8 2
Post Office Network Business Service Management Page 11 of 23
POL-0094744
POL00093352
POL00093352
Version : September01 . . 13/ 09/2001
3.2 OBCS FILE DELIVERY .
Day B Actual © .-mDayC Actual © gDay'D Actual
100.50%
va) And
ahr Fa apt go of 4 la” pit ‘gt IDay D Target 100%
99.50%
4I Day C Target 99%
97.50% ‘i
I Day B Target 97%
Z i
OBCS File Delivery %
96.50%
95.50%
94.50% ite
e ° ° ° 2 = c = = < = = ©
Z oO ° z a s in = < = 5 ° < \
{
Post Office Network Business'Service Management : "Page 12 of :
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
4, FALLBACK
4.1 NON POLLED OUTLETS
tag Lost polling days —— days polled as % of total
10000 100.00%
9000
99.50%
8000
7000
99.00%
99.00%
§8.87% 98.93% \ ran
2
r=]
£
s
s
&
x
g 6000 7 g
a 98.94% >
D 9 =
£ 98 =
= 5000 98.50% 2
é cS)
3 x
+ 4000 + 8
ao]
&
98.00% 5
3000 o
%
s
a
2000
97.50%
1000
0+ 97.00%
2 2 ° = = = = s = =
8 3 3 3 3 5 5 5 § § 5 5 5
> @ 8 3g gg & € §& & & & z 3
< ao ° z a s ing = < = 3 5 2
Post Office Network Business Service Management Page 13 of 23
POL-0094744
Version : September01
4.2: HARDWARE FAILURES
4.2.1 Barcode Failures
' PoP PP do i gd bf
4.2.2 Barcode Reader failures
a
foeue
bio? ad io ii ii
Post Office Network Business Service Management
POLO0093352
POL00093352
1
13/09/2001
4.2.3 PC Failures
I
PoP: oP go toi dt bit
4.2.4 Central Stop List Verification Calls
‘mAvorage Number of Cantal Stop Lis Vrlfeatlon Calle Por Outet
Aveo
Sep-00
oxt00
2e-00
sanon
Fepor
Mart
PPP GY
Page 14 °@
1
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/200:
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 Variation In Encashment I Week variation I OBCS OBCS System/Part System I Any other -
transactions compared ‘I occurred(w/c) I Transactions in Transactions in downtime information
to'previous week (%) I; Week Previous Week information explanation
Post Office Network Business Service Management Page 15 of 23
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
6. OUTSTANDING PROBLEMS
6.1 NON-POLLING OF OUTLETS
See Appendix A.
6.2, DWP DUPLICATE TRANSACTIONS
This problem was closed on the 31st of August with the agreement of the DWP. Subsequently, on the 4th and 5th of September a small
number of duplicates, approximately 20 over the 2 days, were reported by the DWP to POCL. The details of these duplicate transactions
were passed to ICL Pathway for investigation as an incident.
Following the investigations by ICL Pathway a decision will be made whether to re-open the problem.
6.3 MISSING IMPOUNDS
This problem was closed on the 31s of August.
6.4 NON CONFORMANCE IN OUTLETS
2 counter News articles were published in August. The first highlighted the importance of scanning barcoded books on encashment, and
not using OBCS Foils for barcoded books. The second article covered manual encashment of barcoded books, clearly identifying all the
required details from the front cover of a book.
Further articles are planned but will not be published until after the full enlivement of OBCS in Northern Ireland Ireland to avoid
confusion across the automated network. The planned articles will cover a range of areas including impound messages, use of redirect,
and the system printed stop list. All other OBCS transactions including receipt, issue and encashment, will also be covered in future
articles as follow-ups to the Counter News workaid published in June.
A further error has been agreed for inclusion in the System Transaction Accuracy Measure (STAM), which now makes 3 agreed ‘OBCS
Post Office Network Business Service Management Page 16 of E
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
errors’ to be implemented on the STAM by November. Currently the error data files are being tested to ensure they can be uploaded
into the STAM, and communications to outlets regarding the errors are also being finalised.
We await the report and recommendations from the annual audit of OBCS procedures by Ernst & Young.
Post Office Network Business Service Management Page 17 of 23
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
7. MANAGEMENT SUMMARY
7.1 COMMENTS ON PREVIOUS SECTIONS OF THE REPORT
I Section Comments - woe . : d
1.0 OBCS Availability I Roll-out of OBCS at the end of April was completed to 99.8% of the network.
2.0 DWP Transaction I Transaction information for August 2001 has been gathered from ICL Pathway and used within this report.
Data This information is for the following areas:
© Book Receipt ¢ Book Redirect
° Book Issue ¢ Benefit Payment Scans
Benefit Payment Scans
The overall volumes of benefit payment scans, and average scans per outlet have fallen in August from the levels in
July. The overall total of benefit payment scans has fallen from approximately 48 million scans in July to
approximately 44.1 million in August. The average payment scans per outlet have fallen from 2834 in July, to 2602 i
August. It is anticipated this is due to the bank holiday during August. This would have meant outlets scanning or
books once and paying two payments, which in turn would mean a reduction in the number of benefit payment sca
Year on year, overall volumes of scans are higher in August 2001 due to increased numbers of live OBCS outlets.
Although average payment scans are higher in August 2000 at 2951, against 2602 in August 2001.
- Post Office Network Business Service Management Page 18 of ©
POL-0094744
POLO0093352
POL00093352
Version : September01 13/09/2001
ROT i oT
DWP Transaction der Book Receipts
Data continued The overall volumes of book receipts and average receipts per outlet fell in August compared to the previous mont
Overall volumes in August fell by approximately 500,000, and the average receipts per outlet fell from 211 in July 2¢
to 185 in August. There are no clear reasons for this drop, although it will be discussed with the DWP at the month
Service Review meeting.
August 2000 volumes of book receipts were lower than August 2001 due to national roll-out. Whereas, average boo
receipts per outlet were higher in August 2000 at 206 per outlet, compared to August 2001 which was 185 receipts p:
outlet.
Order Book Redirects
Volumes of book redirections have fallen slightly in August, and a gradual decrease in overall book redirections ov
the last 4 months is evident. Overall volumes of redirections have fallen by approximately 10,000 in the period May
2001 to August 2001. The average per outlet seems to be consistent at 3 per outlet, but if average numbers of
redirections are presented with one decimal place, a gradual decrease is also clear. From 3.2 redirections per outlet
May 2001, to 2.5 in August. It is believed this trend is a result of increased conformance around the redirect
transaction, with outlets now only using redirect to send books between Post Offices.
August 2001 has higher overall volumes of redirections which is expected due to roll-out of the OBCS. Although
average redirections per outlet are lower in August 2001 compared to August 2000. It is believed this is due to
increased awareness and conformance around the redirect transaction.
Order Book Issues
The overall volumes of Book issues fell in August compared to July, with average issues per outlet also falling. Ove
volumes fell by approximately 500,000, with average issues fell from 203 in July, to 169 in August. There are no clea
reasons for this drop, although it will be discussed with the DWP at the monthly Service Review meeting.
Year on year, the overall volumes of book issues are higher in 2001 compared to 2000 due to national roll-out of the
OBCS. Average issues per outlet year on year are consistent, with August 2000 being 171 and August 2001 being 16
Post Office Network Business Service Management Page 19 of 23
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
ESC es (<0 eae
System Service Performance Summary
OBCS Data
31 Stop List Delivery 99.59% delivered by Day D
3.2 OBCS File Delivery I 99.87% 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 the cc
and delivered to the DWP/outlet within the required timescales.
(see update on non-polling in section 6 of this report)
41 Polling of Outlets The % of days polled rose in August to 98.78% of available days polled.
4.2-4.6 I Fallback data PC Failures
The average PC Failures per outlet in August 2001 was 0.006 failures per outlet, with 76 PC Failures from 1 positio
outlets out of an overall total of 98 failures in the month.
NB: PC failures constitute an element of the Horizon kit, which if it failed could, but didn’t necessarily, impact on the OBCS
important. to note that PC failure does not mean all elements of the Horizon kit fail, but usually individual elements for examy
monitor, or a key board - hence OBCS would still be available. to use in most instances.
Barcode reader faults
The average barcode reader faults per counter position remained consistent in August, compared to the previous 4
months, with 0.006 average Barcode reader failures per position, with 28 failures from one position outlets, from ar
overall total of 230 failures.
Post Office Network Business Service Management Page 20 of @
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
Section
(Comments!
Fallback data cont. I Central StopList Verif: m calls
The overall number of verification calls, and the average calls per outlet increased in August. Although it remaine
overall at 53 calls in the month, with the average calls per outlet at 0.0031.
One reason which partially. explains the increase in August, is due to ICL Pathway running a Data centre continge:
test on the 11 of August. This involves ICL Pathway closing down a data centre to test contingency arrangement
moving activity. to a back up site. The centrally held system stop list becomes unavailable for approximately 1 ¥2 t
and during this time outlets should contact the Horizon System Helpdesk to verify foreign encashments which are
£200, where two order books are presented together, or if they. are suspicious of fraud.
5.0 Exception Report The user acceptance testing (UAT) for the OBCS change to OP TIP has been completed and signed off. The first da
should be produced for the week from 17 September to 23'4 September, which means the September Service Revic
Book will contain the first exception report. {
Post Office Network Business Service Management Page 21 of 23
POL-0094744
POL00093352
POL00093352
Version : September01 13/09/2001
8. APPENDIX A :
Problem Title Problem Status I Problem Update Target Actual.Closure
Closure Date_I Date
Non polling of outlets Monitor No update. Not known
DWP Duplicate Transactions Closed See section 6.2 in the report this month. 31st August —_I 31st August
2001 2001
Missing Impounds Closed See section 6.3 in the report this month. I 31st August —_I 31st August
2001 2001
Post Office Network Business Service Management Page 22 of! ~
POL-0094744