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ICL Pathway PROVISION OF IN-OFFICE MIGRATION SERVICES Ref: IM/REQ/051
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 13/07/99
Document Title: PROVISION OF IN-OFFICE MIGRATION SERVICES
Document Type: Requirements/Service definition
Release: CSR
Abstract: Provision of In-Office Migration services, support and definition
of the levels of service required for the National Rollout
programme.
Document Status: APPROVED
Author & Dept: Steve Lovegrove, User Implementation Manager, ICL Pathway
Contributors:
Reviewed By:
Comments By:
Comments To:
Distribution: Horizon Library
ICL Pathway Library
Jim Flynn (ICL Pathway)
Warren Spencer (ICL Pathway)
Douglas Craik (POCL)
Steve Grayston (POCL)
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0.0 Document Control
0.5 Document History
Version No. [Date [Reason for Issue Associated
(CP/PinICL No.
0.1 (07/05/99 First issue as draft
(0.2 11/05/99 Second draft
(0.3 24/05/99 [Third draft
(0.4 17/06/99 Fourth draft
0.5 21/06/99 Fifth draft
(0.6 23/06/99 Sixth draft
41.0 13/07/99 Submitted for approval ICP2082
ICCN520
ICCN521
0.2 Approval Authorities
Name [Position Signature Date
Jim Flynn Implementation
Manager
Douglas Craik IPOCL
Implementation
Manager
0.5 Associated Documents
Reference Wersion [Date Title Source
IM/STR/0025 2.0 16/6/98 IHigh Level Counter]
Infratstucture Rollout
IStategy
IM/STR/017 2.0 15/3/99 IIn-Office Data Migration +
New Release 2
ITVC/SD/09 0.2 (09/3/99 IDescription of the build &I
support services provided
lby the Verification CentreI
ffor ICL Pathway Migration]
systems
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ICL Pathway
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PROVISION OF IN-OFFICE MIGRATION SERVICES _ Ref: IM/REQ/051
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0.4 Abbreviations/Definitions
Abbreviation
Definition
‘Outlet Manager”
[The manager responsible for the POCL office or Outlet
“FSM”
IPOCL Field Support Manager or the appropriately skilled and
trained POCL nominee
"HF SO" [Horizon Field Support Officer
“IP” Implementation Programme
“IPM” Implementation Programme Manager;
"Outlet" ‘A POCL establishment containing one or more counter positions
“ROHD” Rollout Helpdesk
‘Main Contract”
The contract dated 15/5/96 between ICL Pathway and POCL (asI
amended) for the provision of Horizon services
0.5 Changes in this Version
Version (Changes
0.3 (Changes throughout the document made to reflect the outputs fromI
he joint review held on 19/05/99.
(0.4 (Changes throughout document following comments from POCL and}
[Paul Lam Po-Tang dated 27/05/99
0.5 (Changes throughout document from Paul Lam Po-Tang
0.6 (Changes arising from meeting with Douglas Craik, Steve GraystonI
Jim Flynn and Steve Lovegrove 22/06/99
1.0 Includes amendments following commercial agreement between}
IPOCL & ICL Pathway on 24 June 1999.
0.5 Changes Expected
(Changes
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ICL Pathway PROVISION OF IN-OFFICE MIGRATION SERVICES Ref: IM/REQ/051
Version: 1.0
COMMERCIAL IN CONFIDENCE Date: 13/07/99
0.5 Table of Contents
1
3 IN OFFICE MIGRATION - DEFINITION...
3.1 Execution of In Office Migratio1
3.1.1 Migration Commencement.
3.1.2 Scheduling and Timing.
3.13 Migration se
3.14 Completion...
3.2 Migration Failure........ssssssesesseseeees aessenenesesnenesneneee sessssesesessesseseees 7
3.2.1 Commencement.
3.2.2 Notification...
3.2.3 ICL Pathway responsibility
3.2.4 Failure criteria...
3.3 Laptop Supply..
34 Escalation & Reporting...
3.5 MiMan and MiECCO Licence...
3.6 Review process
3.7 Training...
37.1 Scheduling......... .
3.7.2 HFSO Training Course Content.
3.8 HFSO Guide.
3.8.1 Production, maintenance and distribution
3.8.2 Content and scope....
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ICL Pathway PROVISION OF IN-OFFICE MIGRATION SERVICES Ref: IM/REQ/051
Version: 1.0
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1 Introduction
This document describes the requirements to provide in-office migration during
National Rollout. The contractual elements associated with the provision of these
services are documented in the relevant schedules of the Main Contract. Service
levels required from in-office migration activity are defined within the content of this
document.
2 Scope
To define the requirements, processes and key responsibilities of both ICL Pathway
and the POCL Horizon Field Support Officers during migration throughout National
Rollout. The provisions of this document shall commence [10] weeks before the
scheduled start of National Rollout save that each of paragraphs 3, 3.1, 3.2, 3.4 and
3.6 shall commence only on the commencement of National Rollout. Any
amendments resulting from Horizon software releases subsequent to CSR2, during
National Rollout, will be incorporated through normal change management
processes into a new version of this document.
3. In Office Migration - Definition
The migration process and Migration Completion, verifies that the accounting data
provided by the Outlet Manager is transferred onto the Horizon system accurately.
The migration process does not verify the accuracy of the Outlet Manager's
accounts, balance for stock, cash or any other asset held within any individual
Outlet.
POCL shall provide adequate resource to execute the in-office migration of each
Outlet in a timely fashion. POCL shall use an in built application within the Horizon
counter system for manual offices (MiMan) and a laptop based tool (MiECCO) for
ECCO Outlets. ICL Pathway shall supply migration tools (MiMan and MiECCO), no
other system shall be used to support the migration. In a large, multi-stock unit
office, the MiMAN migration tool shall provide functionality to concurrently migrate
sufficient stock units to complete migration by 22:00.
The migration activities will comprise the transfer of figures reflecting the current
balanced position of the Outlet onto the Horizon system using MiMan or MiECCO
depending on Outlet configuration.
Migration Completion of an Outlet will have been achieved when the HFSO and the
Outlet manager agree that the output from the Horizon system represents the figures
provided as input to Horizon. This agreement will be recorded via the signature of
both parties on the acceptance form.
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3.1 Execution of In Office Migration
The execution of in office migration will be in accordance with the currently agreed
in office migration strategy document (“In-office Data Migration — New Release 2”,
Ref. IM/STR/017) and training will be provided as described in paragraph 3.7.
3.1.1 Migration Commencement
Migration shall only commence when the following conditions have been met:
e Equipment installation (Manual office)
ICL Pathway shall have successfully installed the equipment by 18:00. Without
prejudice to paragraph 3.2.3 if this has not been completed by 18:00, the HFSO will
agree with POCL and the ICL Regional Implementation Programme Manager (IPM)
whether to proceed with migration or not. Every reasonable effort will be made by
ICL Pathway and POCL to complete the installation on time in order that migration
can proceed.
e Equipment installation (ECCO+ office)
ICL Pathway shall have successfully installed a minimum of the Gateway plus one
other counter system by 17:30. Every reasonable effort will be made by ICL
Pathway and POCL to complete the installation on time in order that migration can
proceed. Target completion of installation shall be 21:00.
e Evidence of Training
ICL Pathway will provide the HFSO with details of individuals that have passed
training. The HFSO shall confirm with the Outlet Manager that only users that have
received training, and reached the required standard, will be created on the system
during migration.
e Laptop (ECCO+ only)
The HFSO shall check that the provided laptop is in working order as defined in the
checklist contained within the HFSO Guide.
e System integrity
There shall be no system integrity failures or viruses present on any system or disk
to be used during migration.
« ECCO+ system
For ECCO+ offices the HFSO shall determine that the ECCO+ Back Office
Processor is operational and that CTD’s exist and are checked by the version of Dr
Solomons or such other virus checking software then in use on the MiECCO laptop.
3.1.2 Scheduling and Timing
POCL shall migrate Outlets in accordance with the beat rates described in the
currently agreed Installation Programme Plan IM/PLA/010 and from the rollout
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schedule generated by the Rollout database (RODB), as amended from time to time.
Changes to the rollout schedule shall be notified, other than in exceptional
circumstances, no later than 5 working days before installation is due. However, in
exceptional circumstances, provision will exist to make changes to the rollout
schedule no later than 2 working days before installation is due. Levels of change
to the rollout schedule shall be consistent with those agreed with ICL Pathway’s
suppliers (see “High Level Counter Infrastructure Rollout Strategy”. Ref
IM/STR/0025) and shall be agreed with POCL.
For manual Outlets, HFSOs shall arrive at the Outlet 1 hour in advance of the
scheduled migration activities. _ For ECCO+ Outlets, HFSOs shall arrive at the
Outlet at least 1 hour before installation commences. Start times for individual
Outlet migrations shall be determined from the RODB, as amended from time to
time. On arrival at an Outlet, the HFSO shall contact the FSM to confirm arrival. A
POCL nominated representative (to be made known in advance to ICL Pathway) will
provide the ICL Pathway Rollout Helpdesk with a status report by 18:00 indicating
migration status. The format of the report will be agreed between ICL Pathway and
POCL.
3.1.3. Migration
All Outlets shall be migrated on the day of installation and shall be completed by
22:00 hours, Monday to Friday (ECCO Outlets shall not be migrated on a
Wednesday). Should the Outlet Manager and HFSO agree to extend the hours to
complete the migration exercise, any liability (including extra cost) arising as a result
of work executed within these timescales, shall, subject to paragraph 3.2.3, be the
responsibility of POCL.
3.1.4 Completion
Migration completion is defined in Section 3 of this document.
By 22:00, the HFSO shall notify the FSM of the status of the Outlet, being either
successfully migrated or failed. The FSM shall provide the ROHD with a status
report (in the agreed format), for migration activities in their implementation
programme area by 22.00. Additionally, if migration is not concluded a further
status report will be made by the FSM by 09.30 on the next working day for that
Outlet. In all cases whatever the timescales of migration completion, status of the
activity must be reported to the ROHD within the next scheduled report, 18:00, 22:00
or 09:30.
3.2 Migration Failure
Migration failure of an Outlet shall only occur if both migration of that Outlet shall
have commenced and Migration Completion of that Outlet shall have not occurred
by 22:00 on the day of commencement of migration.
3.2.1 Commencement
Subject to paragraph 3.1.1, Migration activities will be deemed to have started in
Manual Outlets upon commencement of Outlet balancing. Subject to paragraph
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3.1.1, migration will be deemed to have started in ECCO+ Outlets on
commencement of installation of Horizon equipment.
3.2.2 Notification
Should an Outlet fail migration, POCL shall be required to notify ICL Pathway ROHD
of the circumstances surrounding the failure. I Subject only to 3.2.3, POCL is
responsible for the rescheduling and communications associated with rescheduling
of Outlets that require further migration activities.
3.2.3 ICL Pathway responsibility
ICL Pathway shall only be responsible for migration failures or delays due to (1)
Horizon system hardware (including laptops), software failures, late completion of
installations and damage caused by its representatives or (2) any other breaches of
ICL Pathway’s obligations under the Main Agreement or any law. ICL Pathway
shall be liable for reasonable costs incurred by POCL and reschedule any Outlets
that require further migration activities arising from these circumstances.
3.2.4 Failure criteria
All threats to completion of a scheduled in-office migration must be escalated in
accordance with the process defined at section 3.4 below.
ICL Pathway and POCL shall make every reasonable endeavour to complete in-
office migration on the planned day and prevent the likelihood of having to abandon
migration activity once it has commenced.
3.3. Laptop Supply
ICL Pathway will supply laptops for the purpose of supporting ECCO+ in-office
migration (including any spares). ICL Pathway will supply Hubs, LAN extensions,
PSTN extension leads and 4-way mains power extension leads. The laptops will be
distributed by ICL Pathway to the POCL HIM offices in advance of National Rollout
(as described in Ref. TVC/SD/09).
ICL Pathway shall be responsible for the management of the service contract in
accordance with the service levels defined in Ref. TVC/SD/09 (Description of the
build and support service provided by the Verification Centre for ICL Pathway
migration systems). However, POCL shall be responsible for notifying its
operational requirements and service needs directly to such supplier.
Without prejudice to ICL Pathway’s obligation in respect of the management of the
service contract, ICL Pathway shall be responsible for providing the service set out
in this paragraph. In the event of hardware/software failure, or accidental damage
there will be an 8hour call to fix nationwide (including delivery). Software upgrades
including recall, rebuild and re-deployment shall be carried out within 36 hours from
start to finish. Lost or stolen laptops will be replaced within 8 hours.
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POCL shall be responsible for the security, integrity and safety of all equipment
provided under the laptop supply contract. POCL shall provide secure storage/
transportation facilities for the equipment and shall provide insurance for the
equipment whilst in their possession. In the event of any recalls, rebuilds,
redeployments or software upgrades, ICL Pathway will provide POCL with sufficient
contingency laptops to allow POCL to fulfill its obligation in ECCO Outlets.
Contact addresses, names and contact numbers for its regional offices shall be
provided by POCL and kept current throughout its duration, to facilitate delivery of
laptops. The delivery and return points to be used are defined in Ref. TVC/SD/09
(Description of the build and support service provided by the Verification Centre for
ICL Pathway migration systems). Likewise ICL Pathway will ensure that all contact
addresses, names and contact numbers for its suppliers of laptops , and ancillary
equipment will be kept current throughout the duration of National Rollout and
provided to POCL in a timely manner.
3.4 Escalation & Reporting
In the event of issues arising during the in office migration exercise, the HFSO shall
escalate the issue to the ICL Pathway Roll Out Help Desk (ROHD).
The ROHD shall provide first line support to the HFSO and route calls to the
appropriate body for resolution between 08:00 and 22:00 each day Monday to
Friday.
ICL Pathway shall provide telephone access to the ICL Pathway Transition
Executive (TE) via the ROHD from 08:00 to 22:00 each day Monday to Friday for
resolution of issues relating to migration activities. _The ROHD will route calls to
other relevant parties in order to resolve calls.
POCL will route calls from ICL Pathway to the other relevant POCL personnel in
order to resolve calls.
After 22.00, ICL Pathway will make all reasonable endeavours to provide TE and
ROHD cover to support outstanding migration activities until Migration Completion.
POCL shall provide a regional point of contact for the purpose of escalation, co-
ordination and reporting on an equivalent basis.
The HFSO is responsible for sending the signed-off in-office migration
documentation (as described in Section 4, Appendix D of the HFSO Guide), in a pre-
paid A4 envelope, to Exel at Byley (at the address shown in the HFSO Guide) within
24 hours of Migration Completion.
3.5 MiMan and MiECCO Licence
ICL Pathway shall provide POCL all necessary rights to operate the MiMan and
MiECCO proprietary software in the execution of their duties hereunder.
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POCL shall not use the supplied Migration tools (including MiMan, MiECCO, laptops
and other supplied hardware and software) for any purpose other than as defined or
referred to herein. Maintenance releases of MiMan and MiECCO shall be issued as
determined by the ICL Pathway Implementation Manager. These releases will be
implemented, in the case of MiMan, via platform baseline revision and, in the case
of MiECCO, via rebuild of the laptop platform over a 36hr return to base period.
This will be performed over a weekend period by the laptop provider as described in
(Ref. TVC/SD/09) and ICL Pathway shall be responsible for ensuring this is
consistent with the Installation Programme Plans and the rollout schedule, as
defined in paragraph 3.1.2. ICL Pathway shall not undertake any release of the
Migration tools without gaining prior agreement from the POCL Migration Manager,
such agreement not to be unreasonably witheld or delayed.
ICL reserves all intellectual property rights relating to the MiMan and MiECCO tools
and the associated platform configurations used for delivery.
3.6 Review process
During the early stages of National Rollout, weekly forums will be held jointly
between ICL Pathway and POCL to review issues and key learning points from the
previous week’s activities. The inputs to these forums will be defined and agreed in
due course. Thereafter, the normal series of scheduled meetings will be used as
the vehicle to review migration performance. ICL Pathway shall provide POCL, at
their request, with in-office migration performance data for discussion at
performance reviews. The following meetings and reviews shall be conducted
during the lifecycle of the migration:
Fortnightly IP Meeting
This meeting shall be held between the IP Transition Executive and the FSMs
related to the IP. The meeting will review individual Outlet and HFSO migration
issues.
Monthly Performance review
This meeting will be chaired by the IPM and review IP performance concerning
Migration. This meeting may form part of a regional meeting agenda.
Quarterly Management review
This meeting shall provide the opportunity to review regional and exceptions
performance. The meeting shall be used to discuss process and procedure change
proposals and shall be utilised to facilitate change control across the ICL Pathway
and POCL contract. The meeting will be chaired by the ICL Implementation Field
Manager and the POCL Rollout Manager.
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3.7 Training
ICL Pathway shall provide migration training consistent with Horizon NR2 for POCL
HFSOs, who have attended the POCL induction training programme and who meet
POCL’s entry criteria. Courses shall be limited to 12 candidates attending each
course. POCL will notify ICL Pathway of the numbers of candidates requiring
training [10] weeks prior to the scheduled start of National Rollout subject to the
timely agreement of the National Rollout Plan. POCL will also provide ICL Pathway
with its take-on plan for HFSOs [10] weeks prior to the scheduled start of National
Rollout subject to the timely agreement of the National Rollout Plan. Training will
be delivered in accordance with the HFSO Training Course Development
Specification, the scope of the specification is outlined below.
e Office Manager Training - 2 days duration
« HFSO Training - 5 days duration
When additional courses are required due to assessment failures, non-attendance,
HFSO turnover, etc., they will be scheduled by agreement and provided by ICL
Pathway at a price to POCL of £2,259.88 per course, again on the basis of up to 12
candidates attending.
3.7.1 Scheduling
HFSO Training Courses shall be carried out in accordance with the schedule, the
forecast beat rates generated from the Rollout Database, as amended from time to
time and POCL’s HFSO take-on plan. POCL shall give 12 weeks notice of any
additional courses required.
3.7.2 HFSO Training Course Content
The HFSO training course content is described in “HFSO Training Specification”
(Ref. IM/PRD/033) and is summarised below. HFSOs shall have also received
POCL induction training (as described in HOR/HIM3/HFSOIND) within 4 weeks of
the start of HFSO training as a pre-requisite for being accepted as a candidate for
HFSO training.
3.8 HFSO Guide
3.8.1 Production, maintenance and distribution
POCL shall supply an HFSO Guide for support to the HFSOs in the field.
Production and maintenance of the HFSO Guide is the responsibility of POCL.
However, ICL Pathway and POCL shall jointly agree the contents and neither party
will unreasonably withhold or delay such agreement.
ICL Pathway will collaborate with POCL on the contents of the HFSO Guide. ICL
Pathway shall provide sections 4 and 5 of the HFSO Guide.
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POCL shall meet all costs associated with the production and distribution of the
guide.
3.8.2. Content and scope
The guide will address the scope, duties and personnel issues the HFSOs can
expect to encounter in their day-to-day duties. The use of the HFSO Guide by
HFSOs is mandatory and must be taken on-site by the HFSO when migrating an
Outlet.
ICL Pathway shall provide processes and updates, in a timely fashion, for the
sections relating to the migration tools.
POCL shall ensure that all updates, including those relating to the migration tools,
are distributed to all HFSOs in the field in a timely manner and that all such updates
are controlled and agreed between both parties.
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