Business Service Management - Problem Management
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Problem Management
Status Report
For Month - August 2001
Author Des Hansbury
Reference
BSM/PM/SR/AUG/001
Version 1.0
Classification
Status Report
Date 7 Sept 2001
Status
Final
Authority
Signature
Date 07/09/2001
POCL Kevin Lenihan
Distribution
BSM Lead Team
Dave Hulbert
Kate Elliot
BSM Problem Management Team
Problem Co-ordinators
PRONE
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Table of Contents Pages
Section 1 :- Introduction 2
Section 2 :- Management Summary 3-4
Section 3 :- New Problems 5-6
Section 4 :- Problem Management Volumetrics 7-8
Section 5 :- Problem Management Development/ Initiatives 9
Section 6 :-Performance Measures 10
Appendix : Problems Over 3 Months Old 11-19
Section 1 - Introduction
11
1.2
13
Purpose
The purpose of this report is to provide Business Service Management with a status report of problems managed by the
Problem Management team for the month of August 2001.
Context
The report will focus on the management of ‘open’ problems and provides details of ongoing development and operational
activity during the month.
Problem Definition / Classification
A ‘Problem’ :-
¢ isa record of an underlying cause which may result in Incidents;
¢ potentially exists when a defect in the specification, design, production, implementation, or use of any of the service
components results in any aspect of the service not meeting expectations;
e will be raised when the impact of the defect (e.g. the level and severity of the related incidents) is substantial enough to
warrant action to eradicate it.;
e will be deemed to exist when it is logged on a PON or ICL Pathway Problem Management system;
¢ will be closed when it has been agreed that the underlying cause has been fixed or removed.
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Section 2- Management Summary
21
2.1.2
2.2
23
24
24.1
August has seen a fall in new problems - Problem Offices issues accounted for 7 (47%) of the 15 new problems opened this
month. The usual average is 20 - 25 new problems, but as August is the main holiday month, I expect this to be a blip.
Interestingly, an issue that the holiday period highlighted was an increase of calls to the Horizon Helpdesk from ‘holiday
relief’ staff in sub offices. ICLP have supplied data to highlight this issue and I am concerned that PON will also be feeling
the impact of this - not only in helpdesk support terms, but also in respect of error notices, increased administration costs
and a poor service to customers and clients. Iam pursuing the issue of training for ‘holiday relief staff’ as this is an area
where I believe a short term fix which was implemented during roll out is now beginning to fail.
We have still got a lot of issues in relation to Bureau work and environmental issues - the challenge for us at present is to
crack these and some of our other long standing issues. One of the main problems tackled this month related to Frensham
Way Post Office. The action arising is detailed below - after many twists and turns the office is closing but a new office is
opening with a different FAD code and name in approximately 8 weeks - negotiations with the council continue at present.
I feel that the Territory could have been a lot more actively involved, but thankfully we had a lot of support from Don Grey
on this, which made the difference in bringing the issues to a close.
As reported last month, the lack of movement on Toolset development has been escalated to find what the issues are. The
proposed changes on Impact Assessment are long overdue and this delay merely causes frustration after all the effort
undertaken to identify a more simplified, streamlined process.
A report highlighting the way forward for Problem Management was produced for the Head of Operations and Head of
BSM earlier this month. Currently awaiting agreement on the recommended changes.
The key problems and issues which have provided the main focus for us this month were in relation to :-
Frensham Way Post Office
As stated above, this month saw the height of activity that we’ve had at this office. Originally it was going to close
following a hastily organised meeting chaired by Don Grey - then the council and local MP became involved and
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2.4.2
24.3
244
eventually the council recognised that their procrastination and earlier intransigence was a major factor in the office having
to close. The council has now agreed to give the office a 3 month lease to enable an ISDN solution to be trialled and they
will pick up all associated costs should it fail. The office will open on the intended new site, but with a new name , FAD
and different postmaster. In the meantime, the ‘exit’ package for the postmistress at Frensham is still being finalised and
the office actually ceases trading on 7 September. The delay in opening the new site is linked to getting the ISDN line
installed - negotiations with the council are still taking place over the longer term issues involved.
Non Polling
Traised this issue at the Cross Domain Problem Management (XDPM) meeting earlier this month because Mike Woolgar
had informed us that ‘a senior source’ in ICLP was reluctant for him to go to any Non Poll meeting. Dave Law agreed that
my suggestion for a ‘check step’ meeting to look at the whole area of non poll reporting was a sensible way forward. Mick
Theobald has subsequently set the meeting up for 19 September and hopefully we can get a more effective management
information stream that is agreeable to all parties.
LFS
LFS bar coded labels are now in place. Authorised Temporary Procedures (ATPs) 39,47,57 and 60 have been withdrawn
and problems 279, 328, 357 and 377 were placed on monitor pending imminent closure. The SAPADS upgrade 4.6 failed
however and has been re-scheduled for 8 October. The Materials Replenishment Programme (MRP) cannot be piloted until
the upgrade has been successful, therefore problem 457 - Cash Declarations - continues to drag on with no progress. If the
October upgrade fails it will be after Christmas before the next attempt.
White Screens in Your Guide
A request was put to Cap Gemini Ernst & Young (CGEY) on 3 August to make changes to the error message currently
received by kiosks as a result of the 3am reboot; this change was to aid ICL Pathway in the diagnostics of the problem. In
addition, to help offices and end-users in those cases where a white screen occurs for other reasons, a change request was
put to CGEY to revert the kiosk to the home page after fifteen minutes of non-activity. CGEY have not yet responded to
these change requests, despite being raised at the Star Chamber of 3 September - now escalated to Graham Shervington.
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Section 3 - New Problems
Problems Raised between 01/08/2001 and 31/08/2001
Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
/P10000591 LFS Daily cash Clear communication to Shared Stock Unit outlets of the correct way to use ID
declarations, numbers for cash declarations followed by a reduction in queries to help lines
process unclear for Iregarding this problem.
SSU offices
yXaroumes A high volume of calls to HSH have been made from outlets experiencing problems with daily and weekly cash on hand figures not matching up.
INS Uta This affects outlets with Shared Stock units that use ID numbers to declare cash and will affect the level of non conformance (P10000457). The
IHSUG, LFS workbook and Balancing with Horizon guide cover the use of ID numbers but the level of detail is not sufficient. Horizon Project are
working on a communication to outlets.
*YG* - White 1) Agreed & deployed scripting for NBSC and HSH 20/9/2001 [13/08/2001
screens on YG 12) ID & eliminate root cause(s) of white screens.
kiosks
27/9/2001 09/08/2001
Kiosks. They are also fairly sure that the 3am reboot is causing large numbers of white screens, and have proposed to stagger the times of rebooting.
Other than that, they at ill collecting data of a technical nature, concentrating their efforts on network monitoring. Results to date would appear to
point to the web server as a potential source of trouble. A change request has been made of CGEY (software providers ) in an attempt to alleviate the
effect on Subpostmasters and end-users; no-one in CGEY has yet been found to acknowledge this request.
Incorrect MBS issued to TVL network. Longer term, instruction to be removed from bar coded }27/9/2001 — I21/08/2001
instruction on TVL ITVL counterfoils.
counterfoil
PNET There isa new bar-coded TV Licence transaction which will run alongside the existing TVL transaction. There are no despatch requirements for the
evetiaeam new bar-coded transaction. However, TVL Counterfoils for August were printed with an incorrect instruction to send to Data Central. It would
appear that only August counterfoils were affected. If this is confirmed with IAM the problem can be closed.
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Problem Title
Ea No. requested from pathway for this problem. Training for the office requested from the Territorial Problem Co-ordinator 30/8/2001
Resolution
P10000598 First Glasgow ice changed on Horizon (01/09/01). 12/9/2001 29/08/2001
Ticket and Travel
Scheme
PNatoamem A price increase was originally requested by the client for First Glasgow Bus Tickets. The client then cancelled the change but it was too late to stop
INsseltdieam the price increase on the system. An Authorised Temporary Procedure has been implemented
/P10000599 Problem Office - Establish if the errors have been caused by the system. 29/9/2001 I29/08/2001
[Nunhead Nr
Station (169007)
Nero Office believes discrepancies have been caused by the system. Impact assessments sent out. Initial action will be to discuss the problem with the
IReeO Mtoe Eastern Territory Horizon Liaison Manager.
/P10000600 Training: Parkfield ICalls to return to average 4 per month 31/10/2001 [30/08/2001
Road 203246 -
Problem Office
Es office. Problem opened 31/08/01. Sent for impact assessment and to the territory for comment
Resolution
/P10000601 Training: NetherleeICalls to be down to an average of 4 per month. 31/10/2001 [30/08/2001
222832 - Problem
Office
eee ‘opened 31/08/01. Sent for impact assessment and to the territory for comment
slution
/P10000602 Training: Great ICL Pathway Calls to be down to an average of 4 calls per month 31/10/2001 {30/08/2001
[Moor 175432 -
Problem Office
ee No. requested from pathway for this problem Training for the office requested from the Territorial Problem Co-ordinator 30/8/2001
rlutic
P10000603 Training: Pendre —ICalls to be reduced to an average of 4 calls per month. 31/10/2001 {30/08/2001
371632 - Problem
Office
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Section 4 - Volumetrics
No. of Problems Open No. of Problems Open No. of Problems Open No. of Problems Open No. of Problems Open No. of Problems Open
1 - 20 Days 21 - 40 Days 41 - 60 Days 61 - 80 Days 81 - 100 Days ~100
4.1. Ownership of Open PON Problems
Ownership of PON Problems
25
20 D internal A/C Mgnt
1 Operating Process
o 15 0 Transaction Processing
5 1 Outlet Systems Group
3 10 Security & Investigation
Netw ork Policy & Trans
5 @ Cash Handling & Distrib.
0
Business Service Management
ii
Business Units
@ Territories
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4.2
Breakdown of Services Affected
Services Affected
infrastructure
26% All Services
30%
OBCS
POSS
26%
15%
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Section 5 - Problem Management Development/ Initiatives
e Adopt an Office The themes for September visits include :-
¢ P&A Weekly Report P2311ma (b);
* Slow Running Counters;
* Postal Order Weekly Reports;
¢ Reboots.
Weare still looking at improving the links to Supplier Performance to ensure that our useful front line
feedback gets combined with that arising from the Senior Manager Visits. In the meantime, the information
received remains a useful feed into the PM process.
e Problem Co The ongoing work in terms of the PC liaison role will make a definite impact on the effectiveness of this
ordinator network. The associated ‘Service Charter’ was launched at the PC meeting 17 August and the first visits got
Liaison underway last week. This may pave the way for an OLA as part of a restructure of the PC network. (see
item on ‘Infrastructure Change’ below).
¢ Staffing As reported last month, Carole Conway and Russell Scott have now left the team and Paul Smith has
returned. But as always there’s plenty of activity here and I’ve agreed to second Nicola Wood to the Change
Implementation Team with effect from 10 September. This is another good example of a wider ‘Operations
team’ approach to staffing that I believe is important both for practical workload considerations but also for
personal development
¢ Infrastructure As mentioned in the management summary, a paper proposing future (medium / longer term ) strategy for
change Problem Mgt in PON was delivered to the Head of Operations and Head of NBSC during w/c 15 August. I
am currently awaiting feedback before I can progress these changes.
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Mechanism
Problems opened, having,
previously been rejected
Problem Mana:
ement Performance Measures: Au:
ust 2001
<10% of problems opened
having been previously rejected.
Performance
© Achieved; 0% of
problems opened had
previously been rejected
Comments
This measure has been achieved every month since
measurement began.
ATPs Implemented
100% implemented within 3
days of the problem being
opened
© Achieved; 100% of
ATPs implemented to
target.
2 ATPs implemented. This measure achieved for the
3 month running.
Problem Impact Assessment :
Problem Manager's Performance
100% problems sent to Impact
Assessors within 24 hours of
status change to Open.
® Notachieved; 79% of
problems sent to all Impact
Assessors to target.
Deterioration from last month (82%).. The 3 problems
which failed were 1 LFS, 1 YG & 1 EPOSS. In all 3
cases, most Impact Assessments were sent on time, but
one or two assessments for each problem were sent
outside the target time.
Problem Impact Assessment :
Impact Assessors’ Performance
100% of assessments completed
& closed within 48 hours of
being sent by Problem Manager
® Notachieved; 69% of
problems sent for Impact
Assessment completed to
target.
Slight improvement over last month (60%).
Duty Manager's assessment
100% proposed problems
assessed & either allocated to a
Problem Manager or rejected
within 24 hours of proposal
© Achieved; 100%
allocated or rejected to
target.
Improvement from last month (96%).
Average number of days a
problem remains open before &
after root cause analysis (RCA)..
This measure is in 2 parts:
Days from problem raised to
root cause identified.
Days from root cause identified
to problem closed.
No baseline target exists at
present.
92% of closed problems,
raised in the year to
31/08/2001, had a root
cause annotated.
Average time from raised -
RCA = 15 days
Average time RCA - closed
= 52 days.
Percentage has improved from last month (79%).
Both average times have deteriorated slightly; last
month’s averages were:
Raised - RCA = 14 days
RCA - Closed = 45 days.
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Appendix 1; Problems over 3 months old
Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
10000046 Information For the information on Remedy and on the Region's system to be in sync. 16/9/2001 I14/12/1999
downloaded to the
NBSC.
PXateumem he solution was delayed yet again despite having to be implemented before RLR National Rollout on September 10th. Richard Poulton has advised
ese) tlaeem that PON, Tertio and Admiral are holding a meeting on the 4th September to progress.
10000073 IPC27145 Pathway Non Non-polling incidents managed in such a way as to provide transaction data within 27/9/2001 I24/01/2000
Polling of Offices ISLA.
Actiot A meeting is required between PON & ICL Pathway to discuss all the issues around non-polling, including reporting. ICL Pathway have consistently
ese teeam cancelled monthly meetings since February, to the point where they have "fizzled out". Problem Manager to address this via ICL's Problem Manager.
IP10000186 Late delivery of ref./Proof that ICLP can specify the offices that have received any item of ref. data and 29/9/2001 {31/05/2000
data. changes to _Ispecification of a process that ensures timely identification of problems from the HSH
some outlets call logs
PXetumes Over 100 Horizon offices in Scotland & N. Ireland were unable to process AP swipe cards. Ref. data changes were not fully transferred to a number
eve ttaeam of offices prior to the automatic reboot deadline of 3.00 a.m. - hence message to end some products was received but not the replacement product
message. Immediate problem resolved by reboot. A Change request has been submitted to Pathway which will meet the requirements needed to
address this problem. Awaiting confirmation that CR has been approved, and target implementation date.
P10000202 IPC0060430 {Inadequate Improved procedures for outlet closures to include a check for any non polled 7/10/2001 — I27/06/2000
procedures for transactions / cash accounts
office closures
PXateumeg A wailing confirmation from Pathway that they are confident the new procedures they have introduced are robust enough to move the problem to
eee monitor status.
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Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
1P10000227 IPC0052508 IUnmatched Complete eradication of this fault ensuring AP transactions: a) cannot be reversed 30/11/2001 I27/07/2000
reversed / reversing Iafter or during end of day process b) all reversals which are accepted refer only to
jat EOD transactions completed on the same working day.
PXetame Fix to prevent reversing over the end of day marker is scheduled for $10. TP agree this is an acceptable release schedule.
Resolution
IP10000228 Printer Roll When the printers use the full potential of paper. 31/12/2002 I01/08/2000
Wastage
PNetonwem Printer indicates paper running out too early. Horizon printers are indicating that the paper needs changing after approx. 80% of the roll has been
[eso toae used. The problem is apparently linked to a weight sensor in the printer. Current approximate cost per month of wastage: £4000. This problem is
being taken on by Mike Balmer (Benefits & Bus. Case Team Leader). Mike is due to provide feedback on progress made at the next Horizon service
review forum.
/P10000229 IPC0051640 ICorrespondence __ {Identification and resolution of root cause in order to ensure no disruption to, or 30/11/2001 {01/08/2000
Server issues. impact on, the network arising from correspondence servers
PXetonmem Ihe necessary changes have been made to the Operational Change Proposal procedures. ICL's Problem Manager will be conducting an audit of the
eve) tlaeam amended process during September. A Business Continuous Volume backup was carried out as part of a recent shutdown & rebuild of Bootle
Correspondence server 1. This was successful. However, a full report has not yet been received. The above mentioned audit & report, subject to
content, should provide closure of the problem.
P10000258 PLU numbers 1.Improvement to procedures followed by the Change process.2. Communication to I31/10/2001 {17/08/2000
removed from go out to outlets to inform them of the reasons why the numbers were removed and
horizon system jalso to let them know about the system speeding up after a few weeks.
Pate The Terms of Reference for a Change Impact Panel are being worked on. However, the recommendation for the introduction of the Panel needs to be
INSSe) team escalated to the BSM Lead Team, given the lack of buy-in from the Change Control Team.
P10000274 Outlets unable to IAll Cash Centres, Hemel Stock Centre and all Outlets using the correct pouches. (01/10/2001 I12/09/2000
follow Inward Rem
Procedure
PNatoamem A problem was found with the first batch of bar-coded labels supplied to NSSC for use with items sent in packages other than grey remittance
eset pouches. Awaiting a new start date from CHD. In the meantime it has been discovered that NSSC still hold over 100 000 grey remittance pouches
printed with incorrect barcodes. May require the ATP to be re-introduced.
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Problem Id
ICL Pathway
Problem Id
Problem Title
Closure Criteria
Target Date Date Raised
/P10000292
Action
Resolution
P10000293
/P10000299
Action
Resolution
P10000302
Action
Horizon outlets not}1.A Counter News article to emphasise the need for the correct version to be sent. 19/9/2001 22/09/2000
sending FINAL 2 A reduction in the number of trial accounts noted.
version of cash 3 It is hoped that the PIA Team will take this work on in the month of September.
jaccount (Subject to agreement)
Closure criteria: 1. (MET) Two Counter .News articles have been published.
2 (MET) There has been a noted reduction.
3 Itis hoped that_a decision will be made by Sept 10",
IPC0054259 — I( CSR+) All differences are satisfactorily resolved 30/11/2001 25/09/2000
Differences
between TPS
harvested AP txns
I& OPTIP
Fix is scheduled for S10.
Incorrect postal 1. Reminder Counter News article 29/9/2001 —I26/09/2000
order paid
summary docket
used
2. Reduction in PO QPA errors
3. TP data input compatible Horizon report developed
Development
by the Business as to whether or not to puta Change Request_to ICL Pathway.
of an acceptable Horizon generated form is now in the final stages of design, and a feasibility study has been carried out.
Manager is meeting TP Development Team on September 3rd_to finalise details. It is hoped that by September 30th a decision will have been made
. Problem
IPC0060137
Message store
amendments - no
process
[Documented / agreed procedures in place
13/9/2001
26/09/2000
[Ownership of the process will be with BSM Supplier Performance team. Problem Manager to progress final agreement of this before brokering
Stren agreement with ICL Pathway.
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Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
P10000303 Horizon outlets [Documented contingency instructions produced 27/9/2001 —I26/09/2000
producing manual
cash accounts
iene Operational Performance & Reporting Manager's report is due for delivery 31/08/01. A decision is then to be made on manual working policy.
Resolution
P10000304 Contingency for {Contingency arrangements for passing information to Clients agreed and 27/9/2001 I26/09/2000
AP txns when documented
outlet reverts to
manual
FOTN Operational Performance & Reporting, Manager's report is due for delivery 31/08/01. A decision is then to be made on manual working policy.
Resolution
P10000307 IPC0055529 I( CSR+) Screen Root cause identified & fix implemented 16/9/2001 28/09/2000
freezes in planned
orders
ZXateumem I here have been no further incidents in July or August but this could be because either users are not using the service or are doing reboots if
Ieee tiene experiencing screen freezes. Without further incidents ICLP cannot investigate. Closure has been agreed with a view to re-opening if necessary when
ILFS is fully operational.
/P10000340 INBSC access to Clearly defined route brokered & signed off, by which NBSC can access written 30/09/2001 I01/11/2000
[Business Policies _ Irecords of Business Policy on all issues.
ct
eg Action on Service Quality Manager to progress this problem via Head of Network Management.
Resolution
P10000342 LFS Remittance _IA delivery process to be brokered which is acceptable to both PON & CH&D 31/10/2001 03/11/2000
receipt at open
plan offices.
Neroamem I he bar coded labels for use in outlets are now in place and this has resolved the problem of sending remittances from open plan environments.
ISeeo tone There is, however, a problem with the format of labels printed by SAPADS which may delay a solution for inward remittances to open plan outlets
juntil Oct 2001.
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Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
1P10000358 JPC0058014 —ICSR+ Slow Investigation undertaken by ICL. The root cause and solution identified and fixed. 29/9/2001 {17/11/2000
running problem
jon counters
P Natoma Lhe ‘slow rollover’ fix - PinICL pc0066257, RNA2085, was withdrawn from the S10 release. The latest information is that it will now be released in SLOR. ICL P
ECO tene have stated that their developers have resolved the problems and will be testing the fix at outlets that have reported this type of problem to ensure that it works.
1P10000360 IPC0056242 IFrensham Way All system related problems are resolved and the Postmistress is happy. 11/9/2001 {17/11/2000
IFAD 415420 - RHI
Pate Office is still due to shut on 12th September. There are political sensitivities to be managed in the meantime. Steve Gibbs and Colin Baker are
Lexa tam negotiating the ‘exit’ details.
10000361 IPC0061694 _JOBC Process - A process to prevent this happening to be put in place 7/10/2001 17/11/2000
Unplanned
(Closures
Bvatemeg Pathway’s review of their end to end closure processes was delayed by work on Your Guide. However, they have indicated that they recognise there
ISSO Utoam is a gap in their process between the initial management of closures as incidents and the point where the OBC process comes into play. To address
this they are setting up a data base to track closures which will result in a more proactive approach.
P10000370 Persistent power —_IKnowledge Base updated with a business policy to enable advice to be provided for I01/10/2001 I23/11/2000
supply future requests.
interruptions
ytatoamem A meeting has been set up for 4 September between Network Policy & Transformation, Problem Management, NBSC Incident Mgmt., NBSC Complaints and the
owe) (elem Service Review Manager to finalise the details of the process to be followed for queries raised by spmrs about persistent power supply interruptions.
P10000384 Criccieth 164604- IAll transactions downloaded successfully to the office to enable balancing. 29/9/2001 {15/12/2000
Problem Office Identification of Root Cause and solutions provided and implemented.
r Xai (CL Pathway have sent a letter to Keith Baines detailing their position on all outstanding case law issues. Included in this is their current position on Cricceith -
Ive) lateam more analysis is being undertaken on the cash account week in question to enable ICL Pathway to come up with a figure which they believe they are liable for after
which they will negotiate with Keith. Liz Tuddenham is trying to get a copy of the letter from Keith so we can see the detail.
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Problem Id ICL Pathway Problem Title Closure Criteria Target Date Date Raised
Problem Id
P10000386
Action
Resolution
P10000394
/P10000401
Action
Resolution
P10000425
Action
Resolution
Inter-Office Communication to all offices stating that Inter-Office Transfers can now no longer be I6/9/2001 19/12/2000
Transfers being, done on Horizon. Also to state that using the offices cash to purchase items is not
attempted by permitted.
Horizon offices.
Due to Industrial Action, the temporary procedure for the use of Inter Office transfers in extreme circumstances is currently in place. This however will not become
business as usual. Kevin Thomson has been asked to provide information which can be held on the Knowledge base to deal with requests of this nature. Awaiting
instruction.
PC0060428 Outlet temporary IAmendments to existing process is agreed between ICL Pathway and PON and clear I7/10/2001 — I04/01/2001
closed' procedure _ Iareas of responsibility are defined and agreed. NBSC and ICLP non-polled
failure procedures amended and approved.
Feedback from Net. Transformation teams and ICL shows considerable improvement. However, there is concern that implementation of the RLR
will worsen the situation because of the reduction in staff ‘on the ground’, Audits have been approached to obtain their co-operation when they are
present in situations where RNMs would previously have been responsible for_notifying NBSC of a closure.
Non conformance {Counter News article to underline correct procedure and also highlight the fact PON I31/10/2001 [12/01/2001
relating to OBCS __Iis penalised for failures. Acceptable levels of conformance to be maintained.
joperations
IOBCS Work aid published week 12 and training brief week 21. There has been some reduction in non conformance incidents reported by DWP in
July. However, an article on multiple scanning released prior to the August Bank Holiday had little effect and multiple scanning incidents were
unacceptably high. The reasons for this need to be assessed in order that articles published prior to the Christmas bank holidays are more effective. A
pool of Counter News articles have now been prepared and are awaiting authorisation. The OBCS working party will agree a call off schedule so the
articles can be published to have maximum impact. The call scripts on Remedy have been improved so calls made to offices deal with the incidents
raised more effectively. It is hoped that some training sessions can be held with T1 and T2 operators to consolidate their OBCS knowledge.
PC0063013 _ IPM-Rec. & Following delivery of a fix into the live estate, a period of 6 weeks where no further —I23/9/2001 {14/02/2001
Payments incidents of this type occur.
Misbalance- Cash
[Declaration
TP have received notification of a number of incidents that appear to be related to a software fault which causes incorrect (negative / duplicated)
cash declarations resulting in receipts and payments misbalances. From the incident details provided by Pathway it is not clear why or how this
problem is occurring. The incidents received all seem to indicate that there is a system fault which is allowing / causing Postmasters to make an
incorrect (negative and duplicated) declaration. One incident report states " the problem here is the system, during roll over, added this discrepancy
transaction again which had the effect of recording cash holdings as £166.07 more than it should have been" In all cases the incidents are resulting in
receipt and payment_misbalance errors. A fix, WP 12240, is scheduled to go into testing during w/c 20/8/01.
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Business Service Management - Problem Management
POL00394008
POL00394008
Problem Id Pathwa
Problem Id
Problem Title
}P10000428
Winlaton PO
claims figure in
Suspense Account
has doubled
16/9/2001 15/02/2001
Re
PNatoamem Further evidence to prove user error has been forwarded to the RNM. RNM has been on leave. He will look at the evidence and get back to us when.
Bite he has either spoken to the PM or has further questions.
}P10000440
Obsolete stock at
outlets
Full implementation of cessation of products.
20/9/2001 I27/02/2001
PXetemeg Outlets have now been advised to
return all obsolete stock to the NSSC as the process will soon change. The change will mean that spmrs. will be
eve) tlaeem accountable for any losses due to not returning old stock to timescales. There will be an appeals process which is currently being agreed.
1P10000441 ITBA
Old Isleworth
111025 - Problem
Office
PM's calls to reduce to an acceptable level i .e 4 per month.
29/9/2001 I27/02/2001
to be
tata Phantom Transaction issue has been investigated and no evidence has been found of system error. There are examples of user error and the RNM
ese taeem has been asked to arrange more training for the office. The PM is old and it has been suggested that further training will not add any value. Will need
on call volumes etc. following training.
}P10000444
INo clear policy for
dealing with outlet
environmental
issues
Clear process, responsibilities and ownership established for environmental issues.
These should enable PON and ICL to efficiently and effectively deal with office issues
which are caused by environmental factors
2/11/2001 {01/03/2001
tem No evidence t
hat any action has been taken following the issue being raised at April’s HSRF . ICL P have been asked to detail what action has been
eve) teeem taken in response to the action point accepted at the meeting.
P10000445
[Hemel Hempstead
phone lines
A recorded message to confirm busy lines at Hemel Hempstead asking callers to try
again later. A contingency set in place to communicate the eventuality of a phone line
fault, and to process orders accurately and efficiently in the event of a fault.
28/9/2001 {01/03/2001
PXatoamem NSSC do not have a contingency for failure of phone lines for stock ordering. The NSSC Contingency Planning manager left the business in May and
NSSe Ue toam his replacement does not take over until Monday 3rd September. We have been told this problem will be high on his list of priorities once he has his
feet under the table.
POL-BSFF-0220678_0016
Business Service Management - Problem Management
POL00394008
POL00394008
Problem Id
ICL Pathway
Problem Id
Problem Title
Closure Criteria
Target Date
Date Raised
}P10000453
Action
Resolution
P10000457
Action
Resolution
P10000485
Action
Resolution
}P10000486
Actic
Resolu
on
}P10000508
tion
olution
IPC0063140
ILlanbedrog, 269604
I- Problem Office
Further provision of training and a marked reduction in calls to the average for a
mature office - 3 per month.
31/10/2001
08/03/2001
(06/10/01. Aft
It has been suggested that extra training will not reduce call volumes. The RNM has put together an action plan which will be monitored until
er this date the situation will be reassessed and appropriate action taken.
Incorrect Cash
Declarations
All outlets correctly declaring cash both daily and weekly
27/9/2001
12/03/2001
Monitoring of outlets failing to conform continues. However the level of urgency placed on this by CHD has decreased due to the failure of the
ISAPADs upgrade which has delayed further the rollout of MRP. A further problem has been identified with the use of ID numbers when declaring,
cash (P10000591) which could be a contributing factor to the high level of non conformance identified.
IPC0064429
Screen freezes
when charging,
Quantum cards
Root Cause Identified and resolved. No more calls made regarding this problem.
30/11/2001
03/04/2001
to counters in
S10.
Firmware issue is currently with Pathway Development to find reasons for the problem and develop a fix. Software fix/resilience targeted to be sent
PC0064430
Quantum cards:
Incorrect amounts
charged
Root Cause Identified and resolved. No further calls from affected offices.
30/11/2001
[0370472001
A fix containing enhancements to
the system is available but due to problems during regression testing the release date has been rescheduled for S10.
PC0065677
Corruption of
(Quantum Gas
(Cards
Root cause identified and suitable fix delivered to the network. No more corrupt
cards caused by this problem.
(07/09/2001
(04/05/2001
Pathway to be contacted 5/9/2001 to agree closure of problem as the last 2 keyboards to be replaced should have been swapped by then.
POL-BSFF-0220678_0017
Business Service Management - Problem Management
POL00394008
POL00394008
Problem Id
ICL Pathway Problem Title
Problem Id
Closure Criteria Target Date
Date Raised
P10000520
Action
Resolution
P10000522
Action
Resolution
/P10000524
Action
Resolution
}P10000525
Action
Resolution
P10000527
Action
Resolution
PC0066318 — ILost Data from Ideally, the recovery of the lost data. Fallback; a change to ensure this does not occur I29/9/2001 — I22/05/2001
ICLP Data again.
IWarehouse
not enough and that a better method o1
September.
ICLP have proposed to introduce ‘read after write! when recording the data. A letter is due to be sent to ICLP by POCL Horizon Commercial indicating that this is
-d in respect of the attempt to
reconstitute the period of missing data from the correspondence server tapes. Trying to get a meeting set up to decide our position, before meeting ICLP again in
f preventing a repeat loss is to create ‘parent, grandparent’ tapes. No data has as yet been receive
Gamesley 279432 -
Problem Office
Diagnosis and fix of the problem. 13/9/2001
23/05/2001
investigated the site but found no
This has been escalated to the HoRN (Carole Pryslak) who is due to meet with the PM W/C 3 Sept.
Office is blaming the system on the amounts he is holding in suspense account and is refusing to make them good. ICL have monitored
evidence to prove system error. There are examples of user error. PM is threatening to take the issue
and
to the papers.
PC0066995 {Noise levels of
mobile & PES units
jon Horizon system
Development of a range of solutions that are acceptable to Subpostmasters and enable I31/10/2001
Horizon installations to continue.
24/05/2001
potential offices which are passed
There have been a number of complaints from offices about the noise levels of both the Horizon mobile solution & Personnel Earth Station (PES)
units during the Horizon Implementation Project. Problem Management have been monitoring complaints and the non p
to Kevin Cox, Horizon BAU Manager for investigation. Following a survey, many of the outlets have or will have
their Mobile Horizon kits swapped for a standard kit.
olled reports to identify
Childwall 185420 -
Problem Office
Diagnosis and fix the problems to resolution 16/9/2001
25/05/2001
Office experiencing losses due to ‘system error’, This has been investigated by ICL and no system errors have been detected. HFSO has attended site
but has yet to report. RNM is currently on leave. Agreed with PM to discuss next steps with RNM w/c 3/9/01.
Blandford Forum
(192518)
Office to be running without experiencing further problems 16/9/2001
29/05/2001
Awaiting confirmation that an Health & Safety survey of the office has actually taken place.
POL-BSFF-0220678_0018
POL00394008
POL00394008
Business Service Management - Problem Management
20
POL-BSFF-0220678_0019