FUJ00001366
FUJ00001366
ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
Document Title: ICL Pathway / POCL Interface Agreement for Operational
Business Change - Product
Document Type: Interface Agreement
Release: CSR
Abstract: This agreement defines for CSR the requirement, the service
solution and the obligations of POCL and ICL Pathway for
delivering Operational Business Changes — Product.
Document Status: APPROVED
Author & Dept: David Wilcox, Alison Peacock, ICL Pathway Customer Service
Contributors: Stephen Muchow
Martin Riddell
David Wilcox
John Wright
Reviewed By:
Comments By: N/A
Comments To: N/A
Distribution:
© 1999 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 1 of 48
FUJ00001366
FUJ00001366
ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
0.0 Document Control
0.1 Document History
Version No. [Date [Reason for Issue Associated
(CP/PinICL No.
0.1 09/02/99 First Draft
(0.2 18/02/99 Second Draft — supersedes first draft
0.3 22/03/99 Third Draft — incorporates comments
from Alison Peacock and David Fletcher
(0.4 23/03/99 Fourth Draft — incorporates changes
from David Wilcox
(0.5 31/03/99 Fifth draft — correction to section
numbering and other comments
10.6 23/4/99 Sixth draft — following comments from
POCL as discussed with Geoff Darby.
(0.7 25/5/99 To include changes proposed in the
POCLI/ICL Pathway meeting of the
30/4/99 and the acceptance review
meeting of the 25/5/99. To include
comments following ICL Pathway
commercial review.
0.8 18/6/99 To include changes proposed in the
POCL/ICL Pathway acceptance review
meeting of 9/6/99.
1.0 25.6.99 Baseline version
1.4 7.7.99 Incorporate comments from POCL and
Pathway
2.0 8.7.99 Updated baseline CCN 496a
2.1 29.7.99 Incorporated comments from POCL
following rejection of CCN 496a
2.2 23/8/99 Incorporated comments from POCL /
ICL Pathway review meeting of 5/8/99.
2.3 27/8/99 Incorporated comments from POCL
(David Anders) review of 25/8/99.
Amended elements in line with
proposed method of product removal
2.4 14/9/99 Identification that the maximum volume
of change could be agreed outside of
this document.
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FUJ00001366
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
THIS DOCUMENT WAS FORMALLY WITHDRAWN BY ICL PATHWAY
2.5 3/12/99 Re-issued following significant ICL
Pathway / POCL discussions.
2.6 22/12/99 Reviewed after POCL / ICL Pathway
meeting on 20/12/99.
2.7 5/1/00 Changed to include ICL Pathway
commercial comments.
2.8 11/1/00 Changes following POCL /ICL Pathway
review on the 10/1/2000
2.9 13/1/2000 Changes following POCL.ICL Pathway
review on 13/1/2000
3.0 20/01/2000 Updated baseline. CCN 496b
0.2 Approval Authorities
Name [Position ignature [Date
Stephen Muchow ICL Pathway
(Customer Service
Director
Andrew Radka IPOCL Head of
Business Service
Management
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FUJ00001366
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
0.3 Associated Documents
Please see library for details of latest versions of documents.
Reference Vers [Date Title Source
4 ICS/PRD/O30 2.0 I7/6/99 Process for Operational Business. ICL
(Change - product [Pathway
2 ICS/IFS/001 2.0 7/6/99 IReference Data Change Catalogue ICL
[Pathway
3 AP/PRD/OO1 1.0 5/1/99 IAPS Client Take-on process ICL.
[Pathway
4 CR/FSP/016 2.0 I14/7/99 APS Token Verification Service ICL
[Description — NR2 [Pathway
IS IRDP/AIS/001 3.3 [2/2/98 AIS Reference Data to Pathway Type A POCL
[Data
6 IRDP/AIS/008 0.2 [23/12/98 IAIS Reference Data to Pathway Type B [POCL
Data
\7 ICS/PRD/048 1.0 {23/6/99 IChanging Reference Data to Tight ICL
[Timescales Pathway
is IM/MAN/012 0.5 (6/7/99 IHFSO Guide — Manual Outlets ICL
[Pathway
9 IM/MAN/013 0.5 _—((6/7/99 IHFSO Guide - ECCO ICL
[Pathway
11 ICS/IFS/002 1.0 1/10/98 Reference Data Change Class 1 ICL
(Analysis Pathway
12 ICS/PRD/063 0.3 {27/8/99 IGeneric Service Management ICL
Processes [Pathway
13 IRDS/OLA/O01 1.0 [26/3/99 [Reference Data- POCL/ICL Pathway [POCL
(Operational Level Agreement
14 ICS/PRD/028 1.3 (6/5/99 [Process for Changing Menu Hierarchies IICL
land Icons [Pathway
15 — ICS/IFS/003 3.0 ICL Pathway / POCL Interface ICL
49/7/99 ‘Agreement for Operational Business [Pathway
(Change — Outlet
16 = ITba Pre-fixes for Reference Data files ICL
[Pathway
17 = ‘ITba IPOCL OSG / ICL Pathway Operational
Level Agreement
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FUJ00001366
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
18 IOSG/OPS/001 I1.1 14/01/ (Operational Business Change Product IPOCL
12000 erification Procedures
0.4 Abbreviations/Definitions
[Abbreviation [Definition l
Advanced Business changes available through the OBC processes that require a
Change notice of change to be delivered to ICL Pathway before implementation.
IThey may or may not be supported by Reference Data files from POCL.
(Advanced Changes can be subdivided into Complex, Standard, Simple or
IAP. [see sections 3.1 and 4].
Adow (Any day of the week, as opposed to working weekdays
After the event \Changes which need to be made to complete an OBC, but are not
changes Ineeded before the release of the OBC e.g. documentation updates.
AP (Automated Payments
(Authorisation IA document that is sent from POCL to ICL Pathway to say the following
Form ffor the named OBC.
le The Verification Report has been checked.
le The Verification Counters have been tested and:
> The Identity and Name of the Business Test performed to verify
the changes,
The Date and Time the Business Test was conducted,
vVwv
The Name of the person who conducted the Business Test,
Vv
The Conclusion of the Business Test, whether Pass or Fail,
e If Fail, the Failure Reason and Mitigating Action
e If Pass, indicate whether the Comparison Report had been
checked Yes or No.
IThe form provides the notice of authorisation.
Authorisation IThe Authorisation process results in ICL Pathway being directed by
IPOCL to implement in the live estate those authorised Reference Data
changes that are covered by the notice of authorisation.
(Authorisation is an assertion by POCL that they have diligently and
conscientiously performed the specified [ref. n18] Business Tests, and
[that within the bounds of the specified tests the results indicate that the
effects of the authorised Reference Data change is the effect that POCL
intended.
ICL Pathway is responsible for ensuring that all other effects on the
lsystem are consistent with the stated requirement.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
Each party accepts responsibility for those aspects of a change for which
lit has responsibility to test.
IThe notice of authorisation shall be communicated via an Authorisation
Form.
Authorised (An OBC which has passed through the Authorisation process and has
(Change been authorised.
[Basic Change IChanges available through the OBC processes that DO NOT require a
notice of change to be delivered to ICL Pathway. They always consist of
(Class 1 Reference Data.
IBAU Business As Usual. Processes within POCL that occur regardless of
hether the Horizon system is in use.
BCR Business Change Request (referred to in POCL as “Change Control
INumber’). A unique identification number for an OBC.
IBSM Business Service Management — includes the unit currently known as
(OSG (Outlet Systems Group).
Business Tests [Tests used by POCL to ensure a change seen on the Verification Counter]
land/or described in the Verification and Comparison reports meets the
requirement.
here Business Tests fail to identify problems that were apparent at the
jtime the tests were carried out, the specified tests will be improved by
joint review and change control.
ICCD (Contract Controlled Document
CCN Change Control Note as defined in the Codified Agreement
CCN (Change Control Number (referred to in ICL Pathway as “Business
(Change Request”)
(Change Type ___ IFor example, Basic Pure, Advanced Simple, Advanced AP etc.
(Class 1 (Class 1 Reference Data is the subset of data items which have no impact
jon any other part of the Horizon system and changes containing only
(Class 1 Reference Data (Basic Changes) can be implemented by ICL
Pathway without advance notice [see ref. 11]. Basic Changes may be HD,
IHR or Pure.
(Comparison IThe output from ICL Pathway’s software tool which is used for identifying
Report ithe changes that have occurred on a Horizon counter. It provides
information to POCL for verification purposes.
(Complex (OBCs that require advance notice to be given to ICL Pathway in order for
Advanced IType C Reference Data to be created.
(Changes
ICR (Change Request as defined in the Codified Agreement.
CSR (Core System Release
ICSR+ (Core System Release Plus
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
(CTO (Client Take On (AP)
[Deviation to the IA single instance of an agreed (by CR) variation to the workload which
service falls outside of specified levels e.g. to volumes or timescales.
Error IA part of a change that does not meet the requirement or specifications,
hether Reference Data definitions, file format, milestones, delivery route
jor other aspect of the OBC processes.
Error correction Ils any file containing records changing previously received Reference
file [Data that must be released with the original file.
IException IA change that falls outside of the agreed levels e.g. to lead times or
olumes and is not a ‘Deviation to the service’.
IHD (Basic) Reference Data changes are ‘HD’ when the change is relevant in ICL
Pathway only to the HelpDesk e.g. telephone number
IHFSO Horizon Field Support Officer
IHR (Basic) Reference Data changes are ‘HR — High Risk’ when verification is
required by POCL (but are not subject to advanced notification)
Incident An error once it is logged on an Incident Management System (e.g.
helpdesk).
Interface IThis document (except where the Interface Agreement for Outlet is
(Agreement specifically referred to, then see [ref. 15]).
Migration See section 4.3.2 for the definition.
Special
MIS Management Information System
(OBC \Operational Business Change.
(Any change, usually supported by Reference Data changes, that is
implemented through the OBC process e.g. Advance and Basic
(Changes, excluding changes specifically required to implement software
changes.
OBC forms Forms used to interchange information relating to OBCs between POCL
land ICL Pathway e.g. OBC 2.
IPM Postmaster
IPOUNC. Post Office Users National Council
IPre-authorised IA pre-authorised change is a Reference Data change that by agreement
change [see section 4] does not require verification by POCL and can be
released by ICL Pathway without additional notification from POCL over
land above the delivery of a conformant file.
Product (Changes to the products or appearance of products available through the
(Changes Horizon system implemented wholly or in part, through changes to
Reference Data.
[Pure (Basic) hen used in reference to a Reference Data Change ‘Pure’ indicates
IReference Data which is considered to be of low risk to business integrity
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
IPway ICL Pathway
IRDCC IReference Data Change Catalogue
IRDMC ICL Pathway Reference Data Management Centre
IRDOT IPOCL Reference Data Operational Team
IRDP IPOCL Reference Data Project
RDS IPOCL Reference Data System
IRDT ICL Pathway Reference Data Team
Release Day __IThe day on which Reference Data is Released to the live system
[Released to the [Reference Data released by ICL Pathway into the TMS system. The end
live system point for the process defined in this document. The SLA [see section 3.2]
covers the delivery of Reference Data to the outlets.
IREM Remittance
[Required Date IThe date on the OBC form (Advanced Changes) or the date in the
Reference Data (Basic Changes) that specifies when the change needs
[to be available at the outlets, subject to the date given being in
laccordance with the lead times defined in [section 5]. If the date provided
lis not appropriate for the lead time for that change, another date may be
lagreed.
IRM ICL Pathway Release Management
Simple (Changes that require advanced notice to be given to ICL Pathway, where
(Advanced [the additional activities required can be carried out after the OBC has
(Changes lbeen released and therefore do not extend the lead time for that OBC.
Standard (Changes that require advanced notice to be given to ICL Pathway, where
(Advanced [the additional activities required do extend the lead time for that OBC, but
(Changes ithe change does not require Type C Reference Data.
TMS ITransaction Management System.
[Type A Data transmitted electronically from RDS to RDMC over an automated
interface
[Type B Data transmitted electronically from RDS to RDMC over a non-automated
interface
[Type C Data prepared by ICL Pathway, usually derived from Type B Data
IUnauthorised [An OBC that has been released to the live environment but has not been
change lauthorised.
erification (Confirming that the observed result of the change implemented is the
(Verify) same as that expected and fulfils the requirements of the business.
erification IA non-live Horizon counter provided to POCL to which OBCs are applied
(Counter lin order for POCL to verify the change, before its release to the live
lestate.
erification IA report produced from the RDMC to show which Reference Data records
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
Report lhave changed.
forking (9am to Spm, Monday to Friday, excluding public holidays.
eekdays
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
0.5 Changes in this Version
Version Changes
2.5 Incorporates the output from the ICL Pathway / POCL Reference Data]
Review meetings.
IReformatted.
2.6 Incorporates output of POCL / ICL Pathway Verification &I
Authorisation meeting of 20/12/99.
le Introduction of summary sheet
J Clarification of some details
le Clarification of Tight Timescales
le New definition of verification & authorisation
Addition of new predictive volumes from POCL
[ Amendment of wording in Volumes chapter
le Addition of 1 day to lead times to allow for the generation of theI
Comparison Report.
2.7 le Expand process step 3 in section 3.4.2.
Je Included section Error! Reference source not found. on peaks inI
the volume of Reference Data.
le Removed a redundant example in section 5.1.
2.8 J Clarified definitions of terms.
le Incorporated output from POCL / ICL Pathway meeting of 10/1/00.
2.9 le Changes as agreed at POCL/ICL Pathway meeting of 13/1/2000
0.6 Changes Expected
(Changes
le Introduction of scope and definition of data entry verification by POCL.
le Introduction of process dependencies on the production and communication of
Counter News articles that relate to Reference Data changes.
0.7 Table of Contents
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
1 SUMMARY SHEET. 13
2 INTRODUCTION...
2.1 INTENT OF AGREEMENT 14
2.2. MAINTENANCE OF THIS AGREEMENT. nnensensne este o svsennenes L4
3.1 INTERFACES..... sooientninisennnnneninnennnienenneneniennsnnenneunnnnnnnnnnnnnnnnnnnnnnnses so snes LO
3.2. OUTLET CHANGES... 16
3.3 SLA...
3.4. OPERATIONAL BUSINESS CHANGE PRO‘
3.4.1 Process Diagram.
3.4.2 Process Steps.
4 TYPES OF CHANGE...
4.1 INTRODUCTION.....
4.2. STANDARD CHANGES.
4.2.1 Basic - Pure...
4.2.2 Basic — High Ris
4.2.3 Advanced simple.
4.2.4 Advanced standar
4.2.5 Advanced, complex
4.2.6 AP.
4.3. FAST TRACK CHANGES...
4.3.1 Basic express...
4.3.2 Migration special.
4.3.3 Tight Timescales.
4.3.4. Error Correction.
5 LEAD TIME FOR CHANGES...
5.1 INTRODUCTION. 29
5.2. BASIC - PURE......... sestnsnnntotntntnnannentne esse sistnsennnnnnennnanesenenee 30
5.3 Basic — HIGH RISK. sssentnnennennennennenennsen sstnnnnntnnennennennnnennennennennnenennenss 31
5.4. ADVANCED SIMPLE. 32
5.5. ADVANCED STANDARD. 33
5.6 ADVANCED, COMPLEX. . : senteneens est sevtenennsene 34
5.7 AP CLIENT TAKE ON. 35
5.8 Basic Express. 35
5.9 MIGRATION SPECIAL. 36
6 VOLUME OF CHANGE...
6.1 INTRODUCTION. 37
6.2 COMMITTED VOLUMES. 37
6.2.1 Peaks in Business Change activity. 37
7 DELIVERABLES. 39
7.1 POCL To ICL PaTHway,
7.2 ICL Patuway To POCL....
8 ROLES & RESPONSIBILITIES.
8.1 POCL — GENERAL. see .
8.1.1 Administration and Control.
8.1.2. Implementation...
8.1.3 Files & Reference Data
8.2 POCL - REFERENCE DATA OPERATIONAL TEAM.....
8.3. POCL NeTWorK BUSINESS SUPPORT CENTRE (NBSC)....
8.4 ICL PATHWAY RESPONSIBILITIES.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
8.4.1 Administration and Control. 42
8.4.2 Implementation.
8.4.3 Files & Reference Data...
8.5 HORIZON SERVICE HELPDESK (HSH)
8.6 VERIFICATION, AUTHORISATION & RI
9 ORDERS AND EXCEPTIONS...
DV ORDERS ...eee svete esse vnnntennenneennsee osnnnnennnennsnsnen 44
9.2 EXCEPTIONS. 44
9.3 ERRORS. 44
9.4 ESCALATION. cooscnsnnenens sntenennseneenene “ ovata : 45
9.5 CHARGING ...ossnnnnnnnnnnnnnnnnnnnnnnniennnes sess . lesen sess 45
10 APPENDIX A....
il
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ICL Pathway
FUJ00001366
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ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
1 SUMMARY SHEET
This section summarises the content of this agreement as a “quick reference” guide
to change types. It does not replace the detail contained in the following chapters
(should there be differences, the latter shall prevail).
Change Category Definition Lead time
(see section 4) (working
weekdays)
Standard:
le Basic Change - [Type A Reference Data only (no POCL verification I5
pure required)
Basic Change — [Type A Reference Data only (POCL verification is I10
high risk required)
le Advanced, [Type A Reference Data, plus after-the-event 10
simple Change Ichanges
le Advanced, [Type A & Type B Reference Data, MIS change & I14
standard Change IICL Pathway testing required
le Advanced, Requires Type C Reference Data from ICL 30
complex Change [Pathway
e AP Change AP Client Take On [see refs.
384]
Fastracks:
Je Basic express (An agreed lead time for a specific requirement to I2
ichange specific Reference Data quickly
Je Migration special IAn addition to the product mappings for an outlet [1
Je Tight Timescales A contractual requirement (Reqt 539/3) to make = IAgreed when
lany kind of Reference Data change quickly, in requested
specified circumstances.
Error correction IThe method of changing Reference Data for Error IDefined by theI
(Correction purposes is described in [ref. 12]. incident
riority
« see abbreviations / definitions
© 1999 ICL Pathway Limited
COMMERCIAL IN CONFIDENCE
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
2 Introduction
This document, when approved, will be a Contract-Controlled Document (CCD).
2.1 Intent of agreement
The intent of this interface agreement is to establish effective co-operation between
ICL Pathway and POCL for the timely efficient and cost effective delivery of
Operational Business Change — Product using Reference Data to Horizon enabled
Post Office Counters.
This agreement identifies:
¢ POCL’s and ICL Pathway’s requirement for Product changes introduced via
Reference Data,
« the agreed end-to-end service solution of ICL Pathway and POCL, both
separately and jointly, for implementing such changes and
e the obligations of both parties, both separately and jointly, that must be met in
order to deliver the solution.
There are a number of documents (which are not CCDs) that describe the
interfaces and agreements made between ICL Pathway and POCL for the
management of Operational Business Changes [refs. 1, 2, 11, 13, 14, 16, 17]. This
document provides an “umbrella” agreement for those others and they will comply
with the agreements made within this Interface Agreement.
2.2 Maintenance of this agreement
This agreement is applicable to the CSR Horizon release. It will be reviewed for the
CSR+ release and regularly after that on an on-going basis. It is maintained by ICL
Pathway on behalf of both parties.
2.3 Future Developments
POCL and ICL Pathway agree to work jointly to improve the quality and
effectiveness of the Reference Data interface as follows:
e Enhance the functionality, scope and effectiveness of the Reference Data test
environment
e Continuously improve the toolset available in the test environment. In particular
ICL Pathway will further develop its Reference Data comparison tool for
identifying impact of planned Reference Data changes
e Continuously improve the Reference Data Change Catalogue (RDCC) relating to
business rules. A consolidated set of business rules and procedures will be
jointly developed and implemented
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Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
e Continuously improve the scope and effectiveness of Business and System tests
The programme for delivery of each of the above will be overseen by the Horizon
Delivery forum
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Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
3 Scope
3.1 Interfaces
This agreement covers all the interfaces between ICL Pathway and POCL that
support the Operational Business Change process for pre-defined product changes.
Interface Interface Interface
POCL Pathway Pathway POCL Pathway
—process rocess [—process rocess * rocess
* this step is not
needed if change is
pre-authorised
The start is the point where an OBC form has been completed and issued within
POCL, and the end point is where the Reference Data has been released within ICL
Pathway for delivery to the live counters.
The delivery of the Reference Data to counters is covered by the SLA [see section
3.2].
It applies to both Advanced and Basic Product Changes where:
e a Basic Change is a change which consists solely of Reference Data which
requires no additional ICL Pathway actions and may be submitted to ICL
Pathway without notice
« an Advanced Change is a change which requires additional ICL Pathway activity
and is subject to advanced notification.
3.2 Outlet Changes
This Interface Agreement does not cover Reference Data for Outlet Change [see ref.
15].
3.3 SLA
The contractual provisions relating to the distribution of Reference Data are defined
in the SLA in Schedule G10 of the contract.
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Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
Where the required date for delivery is not the day following authorisation, the SLA
requirement to release the next day does not apply as long as the Reference Data
change is delivered before the required date.
3.4 Operational Business Change processes
The Operational Business Change (OBC) process for product change is defined in
[ref. 1] and the types of change that qualify for the OBC process are defined in the
Reference Data Change Catalogue (RDCC) [ref. 2]. Changes not found in the
RDCC must be requested via the normal Change Control mechanism (CR/CCN).
A summary of the process is given below.
Note: not every Change Type follows every step of the process [see section 5].
The timescales for each stage of the process are defined in [section 5].
The types of change that the process applies to are defined in [section 4].
The responsibilities of each party are defined in [section 8].
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Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
3.4.1 Process Diagram
Note: feedback loops exist at all stages for error correction, but are not shown,
Event A— 4—Take
Business i
actions to
Unit oe implement roaueatl request
identifies changes
crrange Counter NewsI POCL
& 2 — Update
Physical stoc: Reference Data
etc System & send to
ICL Pathway
Data RDOT
3 — Generate
change & test
where
necessary
Pway
Unauthorised
Counter
News I 5 —Review 4-Verify &
etc .
Counter News authorise
“Pre-live” articles completed change
Pway POCL
“Live” Authorised
6 — Change
Confirmation of delivered to
communication counters
Pway
7 — Receive Data
change & make
new
transactions -
“Pre-live”
PM
Transactions
8 — Process “Live”
counter
transactions
Various
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3.4.2 Process Steps
Step [Taken by [Description
A IEvent A - IPOCL IThe Business Centres in POCL identify the business
Identify Business __ Ineed to change details for or to introduce a product.
Ichange Unit
1 ITake actions [POCL IThe Business Centres in POCL identify if the change is
jto implement [Business ja Basic Reference Data change, or an Advanced OBC
jhe changes [Unit ichange.
IThe relevant business unit raise the required OBC
forms to:
« Request POCL Reference Data Operations Team
(RDOT) to change the Reference Data (for both
Basic and Advanced Changes)
* and to request BSM to request an OBC —Product
Change from ICL Pathway (for Advanced
Changes).
BSM confirm the change requested is an Advanced
OBC change and request ICL Pathway to make the
change.
BSM supply any required additional information to
support the Advanced OBC change.
POCL ensure that all necessary communications and
supporting actions for the OBC are complete.
2 IUpdate Ref. [POCL IPOCL Reference Data Operations Team changes the
Data system IRDOT Reference Data to meet the OBC requested and send it
\& send to to ICL Pathway and other users within POCL.
Pathway
3 IGenerate ICL ICL Pathway receives the Reference Data from RDOT
(Change and [Pathway (for all changes) and receives the OBC form and
test where Inecessary additional information from BSM (for
Inecessary (Advanced Changes).
ICL Pathway initiates any required internal actions e.g.
ensure Reference Data is appropriate for the OBC
requested as defined in the RDCC [ref. 2], generate
IType C Reference Data, test changes. Changes are
tested and validated by ICL Pathway where necessary.
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ICL Pathway generates and delivers the RDMC
erification Report and the Comparison Report to BSM
land delivers the actual Reference Data change to the
erification counters, as appropriate
Note: ICL Pathway does not send Pure Basic and
Migration Special Changes to BSM for authorisation, as
[they are pre-authorised by POCL.
4 \Werify & IPOCL IBSM verifies the OBCs on the counter / reports (as
lauthorise Business __jappropriate) and confirms the change as delivered is
completed Unit [the change required, and authorises the release of the
Ichange (OBC to the live estate.
Note: for Migration Special changes, BSM are only
confirming the authorisation, as the OBC is pre-
lauthorised.
> [Review ICL ICL Pathway needs to review all relevant Counter News
(Counter [Pathway __jor other Horizon update articles before distribution
News articles (when required) to confirm that the contents correctly
reflect the system and will not have an unnecessary
impact on helpdesk resources. . POCL shall accept all
amendments reasonable requested by ICL Pathway in
pursuit of the delivery of contractual services.
6 IChange ICL ICL Pathway releases Reference Data for all authorised
delivered to IPathway IOBCs to the live estate.
counters
here agreed, the release may be held pending
communication to the Outlets e.g. via Counter News.
7 IReceive Postmaster IPostmasters receive and read communications, such asI
change & (Counter News, and stock and other Business As Usual
Imake new items.
transactions
(Changes to the Horizon terminals arrive at the outlets
land Postmasters make transactions as normal, using
[the new product details.
8 IProcess ‘arious ITransactions are reported from the counters to POCL
lcounter central systems and eventually to clients. The reported
transactions transactions are validated against expectations.
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4 Types of Change
4.1 Introduction
Change types are pre-defined for inclusion into the OBC — product process. This
definition can be found in the Reference Data Change Catalogue (RDCC) [ref. 2].
Each pre-defined change type also can be grouped into one of the following:
Standard:
e Basic Change — Pure Type A Reference Data only, does not required
erification
Basic Change — High Risk IType A Reference Data only, requires verification
e Advanced, Type A Reference Data, plus after-the-event
Simple Change Ichanges
e Advanced, Type A & Type B Reference Data, MIS change &
Standard Change testing required
e Advanced, IRequires Type C Reference Data from ICL Pathway
Complex Change
e AP changes AP Client Take On
Fastracks:
e Basic Express An agreed lead time for a specific requirement to
change specific Reference Data quickly
e Migration Special (An addition to the Product mappings for an outlet
« Tight Timescales (A contractual requirement (Reqt 539/3) to make any
kind of Reference Data change quickly, in specified
circumstances.
e Error Correction IThe method of changing Reference Data for Error
Correction purposes is described in [ref. 12].
The RDCC Product Change categories that apply to these changes are listed
(section numbers provided, based on release 2.2 of the RDCC [ref. 2]) in [sections
4.2 and 4.3] below. The assumptions listed in the RDCC must be adhered to in order
to apply these categorisations.
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4.2 Standard Changes
(with cross-references to RDCC section numbers)
4.2.1 Basic - Pure
Basic Changes do not require advanced notification from POCL to ICL Pathway
(OBC form). The delivery of the Reference Data file using agreed mechanisms [see
section 0.3] is the request for change. The file must identify that its contents are
Basic Pure changes. The file may contain more than one change of the same type.
All Basic files contain only Class 1 Reference Data items. ICL Pathway checks the
contents of the file are appropriate for the type of change. Pure changes do not
require verification and are pre-authorised for release.
6.7.9 Change clerk instructions
[DN: it is currently under discussion whether increasing product availability
(non core) can be a Pure Basic change].
4.2.2 Basic — High Risk
Basic Changes do not require advanced notification from POCL to ICL Pathway
(OBC form). The delivery of the Reference Data file using agreed mechanisms [see
section 0.3] is the request for change. The file must identify that its contents Basic
High Risk changes. The file may contain more than one change of the same type. All
Basic files contain only Class 1 Reference Data items. ICL Pathway checks the
contents of the file are appropriate for the type of change. High Risk changes
require a Verification and a Comparison report and authorisation by POCL before
release.
6.4.1 Change to product price
6.46 Revaluation
6.5.2 Increase product availability (non-core)
6.4.3, 6.7.1, 6.7.5 Change to min/max quantity/value
6.7.2, 6.7.3 Change whether voidable or reversible
6.7.6 Change between existing methods of payment
6.6.1 - 6.6.3, 6.10.6 Change product names
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4.2.3 Advanced simple
Advanced Simple changes require advanced notification from POCL to ICL Pathway
(an OBC form) to request the change. Associated Reference Data files must be
identifiable as such through the BCR number. ICL Pathway checks the contents of
the file are appropriate for this type of change. ICL Pathway has actions to take to
implement the change (in addition to processing the Type A Reference Data file
from POCL) e.g. update documentation, but these actions can occur after the
change has been released and therefore do not extend the leadtime for the change.
These changes require a Verification and a Comparison report and authorisation by
POCL before release.
6.2.1-6.2.5 Cease non-value product*
6.2.1 -6.2.3 Cease Sell and Remit In/Out of value product (at same
time)*
6.5.3 Non core product becomes core
6.7.8 Change to use of additional fields
* see appendix A
4.2.4 Advanced standard
Advanced Standard changes require advanced notification from POCL to ICL
Pathway (an OBC form) to request the change. Associated Reference Data files
must be identifiable as such through the BCR number. ICL Pathway checks the
contents of the file are appropriate for this type of change. ICL Pathway has actions
to take to implement the change (in addition to processing the Type A Reference
Data file from POCL) e.g. process Type B files, and these actions must occur before
the change has been released, therefore the leadtimes are longer than for Simple or
Basic changes. These changes require a Verification and a Comparison report and
authorisation by POCL before release.
6.4.2 Change to discount indicator
6.6.4 Change ability to print receipt
6.6.5 Change from value to non-value stock
6.9.1 Change to client name — non AP
6.13.5 Change to calendar
6.8.11 Remove AP client
6.10.1 Change picklist for existing product
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4.2.5 Advanced, complex
Advanced Complex changes require advanced notification from POCL to ICL
Pathway (an OBC form) to request the change. Associated Reference Data files
must be identifiable as such through the BCR number. ICL Pathway checks the
contents of the file are appropriate for this type of change. ICL Pathway must
generate Type C Reference Data to implement the change and test that the change
works as requested in the OBC form. These changes require a Verification and a
Comparison report and authorisation by POCL before release.
6.1(all) Add new product - non value stock
6.1.1 - 6.1.4 Add new product - make value stock available to rem-in
(up to 6 weeks prior to it being made available for sale)
6.3(all), 6.8.7 Remove product permanently (not available at CSR)*
6.2.1 -6.2.3 Cease value product and leave on Rem Out screen*
6.4.4,6.4.5 Change to scales matrix /tariff change (no Type C
required but BSM need extra time to verify the OBCs).
6.10.2 - 6.10.5, 6.10.7 Change to screen layout
6.12.3, 6.12.5 Change to accounting node
6.5.4 Change product categorisation i.e. making a non-core
product core (making a core product non-core at CSR is
implemented through the introduction of a new product).
6.6.7 Change to Best Fit screens
6.5.1 Temporary withdrawal of a product
* see appendix A
4.2.6 AP
AP changes require advanced notification from POCL to ICL Pathway (an OBC
form) to request the change. Associated Reference Data files must be identifiable as
such through the BCR number. ICL Pathway checks the contents of the file are
appropriate for this type of change. ICL Pathway has actions to take to implement
the change e.g. test Tokens and supply test files to HAPS for POCL End to End
testing of changes. These changes require a Verification and a Comparison report,
additional testing and authorisation by POCL before release.
(as agreed in AP CTO & Token Verification documents)
6.8.1 -6.8.5 Introducing new AP client, service or token
6.8.9 Change to client name (new token data)
6.8.7, 6.8.10, 6.8.11 Ceasing AP Client, product or token
Notes on AP change:
« Changing AP product details is treated the same way as changing EPOSS
products.
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e Ceasing AP Client, product or token may be implemented as an Advanced
Simple change if required, with the client service list being amended after the
event.
4.3 Fast track changes
(with cross-references to RDCC [ref. 2] section numbers)
4.3.1 Basic express
A Basic Express change is a subset of Basic High Risk changes and must comply
with the definitions in [section 4.2.1]. However, the leadtimes [see section 5]
specified for a Basic Express change can only be achieved where verification can
be performed on the basis of the Verification Report and not a Comparison Report.
The type of change must be such that there is minimal risk of error occurring
elsewhere within the system as a result of applying the change and is therefore
limited to:
6.4.1 Change to price of non-value stock
6.4.6 Change to price of revaluable value stock
(must still allow 3 days ‘warning’ period at the counter for
PMs)
6.7.1 Change to min/max quantity/value
6.6.1 -6.6.3 Change to Long/ Medium / Short name
The limits for use are:
© only for the categories of change which conform to the above e.g. ‘Ticket
and Travel’ products or to meet the requirement for Tight Timescales
© only OBCs that must be active on completion of the change within 48hrs
(note: for revaluations, the 48hrs must be in advance of the 3 days
‘warning ‘ period at the counter)
© OBCs must be received by Pathway by 10am on a working weekday and
only normal volumes of change as defined in [section 6]
© the Change Number must start with defined prefixes [ref. 16]. If a Change
is delivered to ICL Pathway with this prefix but the contents do not meet
the specified criteria it will be processed according to the normal
leadtimes.
°
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4.3.2 Migration special
A Migration Special change is a specific subset of Basic High Risk changes and
must comply with the definitions in [section 4.2.1] except that Migration Specials
are pre-authorised for release. They are verified by POCL after release,
requiring Verification and a Comparison report, so the authorisation can be
confirmed.
Migration Special changes are additions to the Reference Data defining which
non-core products a particular outlet can sell, where the outlet has been selling
the item but the Reference Data does not reflect this. This Reference Data is
needed so that the cash account can record those sales, when it is migrated to
the Horizon system.
The limits for use are:
© additions to Non-core Product to Outlet mappings only
® Reference Data must be received by Pathway by 10am
® Reference Data files must be identifiable as Migration Specials
If the HFSO discovers that there is a discrepancy in the Product to Outlet
mapping (also referred to as non-core items or local products) at the Outlet
which he is currently migrating he will follow the procedure set down in
references [8 & 9] for the HFSO to contact RDOT with the requested OBC. This
Reference Data file will be recognised by ICL Pathway by the fact that the
Change Number is in the defined form [ref 16] and the file only contains
additions to Product to Outlet mapping Reference Data for an outlet currently
being migrated. If the file sent contains any other Reference Data or does not
have a Change Number of the prescribed format the file will be treated as a
Migration Special change but shall instead be categorised as appropriate and
be dealt with accordingly.
This process may also be used immediately following migration where mapping
errors are subsequently found.
Once ICL Pathway has confirmed that the Reference Data is of the required type
it will be released to the ‘Live’ environment. The authorisation for this release is
implied by the pre-fix to the Change Number and will be confirmed by BSM as
soon as possible after the event.
4.3.3 Tight Timescales
4.3.3.1 Requirement
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Requirement 539/3 states there is a need to “implement changes to Reference Data
to tight timescales. As an example of such timescales, it shall be possible to
implement Reference Data changes consequent on a [Treasury] Budget by start of
business on the following day”.
4.3.3.2 Definition
A Tight Timescale change is caused by either:
* an emergency situation where normal leadtimes cannot be adhered to because
of legal circumstances outside of POCL control, or
¢ to allow POCL to exploit commercial opportunities.
Each instance of such change must be notified in writing by POCL to ICL Pathway
and agreed between POCL Head of Business Service Management and ICL
Pathway Head of Operations Management or their nominated authorised deputies
4.3.3.3 Types
Analysis by POCL of the business requirements indicates that the types of change
that require to be actioned in tight timescales are:
e Price changes
e Emergency cessation of a product
e Product introduction or change where the product has been created in advance
with interim details.
4.3.3.4 a) Price Change
The most frequent tight timescale changes are price changes. These will be
processed via the fastrack Basic Express route.
4.3.3.5 b) Emergency cessation
Normally, cessation of a product (i.e. ending the ability to transact a product) is an
Advanced Simple change with a lead time of 2 weeks*. By agreement, it will be dealt
with as if it were a Basic Express, with a lead time of 2 working weekdays. The
normal processing will occur after the event e.g. generation of Comparison Reports.
* see Appendix A
4.3.3.6 c) Product introduction or change (with interim details)
A new product (or product change) can be introduced in advance of all details being
available e.g. to meet a late-breaking business opportunity. Mandatory details
should be provided initially, although some will have interim values
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e.g.
* product name may be set to “test name” or other identifiably interim name
e the cash account mapping may be to a line marked as “temporary”
e the button for the product may not be introduced until a later date, and the
product only available to be sold by PLU initially.
The “interim” product should be verified using standard processes for product
change [see sections 3.4 and 5.6].
To set up the interim product the normal leadtimes should be adhered to (e.g. 31
working weekdays for a new product). When the interim product cannot be set up
with the normal lead times, it will be dealt with as a high priority exception [see
section 9.2].
The interim details will be later replaced using:
e a Basic Express change for the final information relating to price and name. This
must be identifiable as part of the tight timescale change, and will be verified via
the Verification Report for Basic Express, before the change is released
e standard changes that occur after the go live of the product e.g. the introduction
of the button, or the change of the cash account mapping.
- - ~ - - - +
6 “I I “I “I 4 I +2 I Weeks
Interim product Interim product Price! ‘ig int puter I
introduced as introduced as introduced as ‘Te-mapped at 2
standard change high priority Basic Express later date asa
with interim exceptional ° standard chan,
values change with 9°
interim values
4.3.4 Error Correction
All incidents are managed through the incident management process [ref. 12] and
the time scale for its correction is driven by the impact of the incident and the go live
date of the change [see section 9.3].
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5 Lead time for changes
5.1 Introduction
The lead times quoted in this section are the end-to-end times covering both POCL
and ICL Pathway activities. Each party must meet each milestone applicable to it in
order that the subsequent milestones and the end-to-end lead times are achieved.
The types of change that relate to each category are defined in [section 4].
These lead times apply for the volumes given in [section 6].
The lead time runs from initiating a change until the change is released to the live
system.
For information only, the SLAs to be achieved as set out in the Codified Agreement,
Schedule [G10], are shown at the end of each model. The SLA applies to the
delivery of the released Reference Data not to the delivery of the OBCs.
Notes:
For simplicity, the models used do not show activities that occur in parallel.
day = working weekday (Mon-Fri, excluding public holidays)
adow = any day of the week, includes non working weekdays (Mon-Sun)
times = latest time action can occur to meet the schedule
Where a time is given next to a milestone, the time is critical to achieving that
milestone. Where the time is not given, the default is for the handover between
organisations to be complete by 8am. Failure to achieve a milestone by the given (or
default) time potentially extends the lead time of the change.
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5.2 Basic - Pure
Changes that involve changing Type A Reference Data only and do not require
verification.
Action Duratio I Result Milestone I Owner
n
Business generates 1 day Deliver to BSM Day 1 POCL
change
BSM processes 1 day Deliver Reference Data Day 2 POCL
change to RDOT
RDOT input 2 days Send to Pathway Day 4 POCL
Reference Data (8pm)
System processes Available to Pathway Day 5
overnight (8am)
Pathway process 1 day Release change Day 5 ICL
change (Pure) (8pm) Pathway
(release day)
System processes Data at counters 97% (release
overnight day +1
adow)
Data at counters 99% (release
day +2
adow)
Data at counters 100% (release
day +3
adow)
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Version: 3.0
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5.3 Basic — High Risk
Changes that involve changing Type A Reference Data only and required
verification.
Action Duratio I Result Milestone I Owner
n
Business generates 1 day Deliver to BSM Day 1 POCL
change
BSM processes 1 day Deliver Reference Data Day 2 POCL
change to RDOT
RDOT input 2 days Send to Pathway Day 4 POCL
Reference Data (8pm)
System processes Available to Pathway Day 5
overnight (8am)
Pathway process 2 days Handover to RM (HR) Day 6 ICL
change (6pm) Pathway
Pathway generate 2 day Deliver for verification Day 8 ICL
RDMC verification & to BSM (6pm) Pathway
comparison reports
BSM check reports 2 days Notifies Pathway of Day 10 POCL
authorisation (8pm)
Pathway process Immedia I Release change Day 10 ICL
authorisation te (release day) (8pm) Pathway
System processes Data at counters 97% (release
overnight day +7
adow)
Data at counters 99% (release
day +2
adow)
Data at counters 100% (release
day +3
adow)
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5.4 Advanced simple
Changes requiring advanced notification that involve Type A Reference Data
changes only before release.
Action Duratio I Result Milestone Owner
n
Business generates 1 day Deliver to BSM Day 1 POCL
change
BSM processes 1 day Deliver notification to Day2 I POCL
change Pathway
1 day Deliver Reference Day 2 POCL
Data to RDOT
RDOT input 2 days Send to Pathway Day 4 POCL
Reference Data (8pm)
System processes Available to Pathway Day 5
overnight (8am)
Pathway process 2 days Preparations Day 4 ICL
request for change complete Pathway
Pathway processes 2 days RDT hand over to Day 6 ICL
Reference Data RM Pathway
Pathway generate 2 day Deliver for Day 8 ICL
RDMC verification & verification to BSM Pathway
comparison reports
BSM check reports 2 days Notifies Pathway of Day 10 POCL
authorisation (8 pm)
Pathway process Immedia I Release change Day 10 ICL
authorisation te (release day) (8 pm) Pathway
Update systems & Varies Day 11+ ICL
documentation Pathway
System processes Data at counters (release day
overnight 97% +1 adow)
Data at counters (release day
99% +2 adow)
Data at counters (release day
100% +3 adow)
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5.5 Advanced standard
Changes that, in addition to Type A Reference Data, require activities such as
loading Type B (scales and discount indicator) Reference Data, managing additional
information, MIS updates or testing.
Action
Business generates
change
BSM processes
change
BSM processes
Reference Data
RDOT input
Reference Data
System processes
overnight
Pathway process
request for change
Pathway process
Reference Data
RDT test change
Pathway generate
RDMC verification &
comparison reports
BSM check reports
Pathway process
authorisation
Amend MIS mapping
Update
documentation
System processes
overnight
Duration
1 day
1 day
3 days
3 days
2 days
2 days
1 days
2 day
2 days
Immediat
e
1 day
Varies
Result
Deliver to BSM
Deliver notification
to Pathway
Deliver Reference
Data to RDOT
Send to Pathway
Available to
Pathway
Preparations
complete
Ready for testing
RDT handover to
RM
Deliver for
verification to BSM
Notifies Pathway of
authorisation
Release change
(release day)
Data at counters
97%
Data at counters
99%
Data at counters
100%
Milestone Owner
Day 1 POCL
Day2 I POCL
Day 4 POCL
Day 7 POCL
(8pm)
Day 8
(8am)
Day 4 ICL
Pathway
Day 9 ICL
Pathway
Day 10 ICL
Pathway
Day 12 ICL
Pathway
Day 14 POCL
(8 pm)
Day 14 ICL
(8 pm) Pathway
Day 14 ICL
Pathway
Day 12+ ICL
Pathway
(release day +1
adow)
(release day +2
adow)
(release day +3
adow)
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5.6 Advanced, complex
Changes that require update Type C Reference Data (and Type B Cash Account).
Action Duratio I Result Milestone Owner
n
Business generates 2 days Deliver to BSM Day 2 POCL
change
BSM processes 3 days Deliver notification Day 5 POCL
change to Pathway
BSM processes 4 days Deliver Reference Day 6 POCL
Reference Data Data to RDOT
RDOT input 5 days Send to Pathway Day 11 POCL
Reference Data (8pm)
System processes Available to Day 12
overnight Pathway (8am)
Pathway process 2 days Preparations Day 7 ICL
request for change complete & notify Pathway
cD
Pathway processes 2 days RDT handover to Day 13 ICL
Reference Data cD Pathway
Create Type C 10 days I Ready for testing Day 23 ICL
Reference Data Pathway
RDT Test changes 2 days RDT handover to Day 25 ICL
RM Pathway
Pathway generate 2 day Deliver for Day 27 ICL
RDMNC verification & verification to BSM Pathway
comparison reports
BSM check reports 3 days Notifies Pathway of Day 30 POCL
authorisation (8 pm)
Pathway process Immedia I Release change Day 30
authorisation te (release day) (8 pm)
Amend MIS mapping 1 day Day 30 ICL
Pathway
Update Varies Day 30+ ICL
documentation Pathway
System processes Data at counters (release day +1
overnight 97% adow)
Data at counters (release day +2
99% adow)
Data at counters (release day +3
100% adow)
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Ref: CS/PRD/058
Version: 3.0
Date: 20/1/2000
5.7 AP Client Take On
As agreed in AP Client Take On & Token Verification documents [ref. 3 & 4].
5.8 Basic Express
Changes that involve only Type A Reference Data and are one of the named
change types in [section 4.3.1]
Action Duratio I Result Milestone Owner
n
Business generates 2hours I Deliver to BSM Day 1(10am) =POCL
change
BSM processes 3 hours I Deliver Reference Day 1 (1pm) POCL
change Data to RDOT
RDOT input 7 hours I Send to Pathway Day 1 (8pm) POCL
Reference Data
System processes Available to Pathway Day 2 (8am)
overnight
Pathway process 1 hour Handover to RM Day 2 (10am) ICL
change (HR) Pathway
Pathway generate 2 hours I Deliver for Day 2 (noon) ICL
verification reports verification to BSM Pathway
BSM check reports 4hours I Notifies Pathway of Day 2 (4pm) POCL
authorisation
Pathway process 2hours I Release change Day 2 (6pm) ICL
authorisation (release day) Pathway
System processes Data at counters (release day
overnight 97% +1 adow)
Data at counters (release day
99% +2 adow)
Data at counters (release day
100% +3 adow)
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ICL Pathway / POCL Interface Agreement for
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Ref: CS/PRD/058
Version: 3.0
Date: 20/1/2000
5.9 Migration special
To meet the need to apply a quick change to the Product to Outlet mappings for an
outlet which is currently being migrated
Action
HFSO identifies
required change
RDOT input
Reference Data
Pathway process
change
Pathway generate
Verification and
Comparison Reports
BSM check reports
System processes
Result
Notify RDOT
Send to Pathway
Release change
(release day)
Deliver for verification
to BSM
Notifies Pathway of
confirmation of
authorisation
Data at counters 97%
Milestone
*
(release day
Owner
POCL
POCL
ICL
Pathway
ICL
Pathway
POCL
overnight +1 adow)
Data at counters 99% (release day
+2 adow)
Data at counters 100% (release day
+3 adow)
* Note:
Migration Special Reference Data files (identifiable as such by virtue of the OBC
prefix used) arriving by 10am on a working weekday will be released by Pathway for
distribution that night, for delivery by the next morning (any day).
Migration Special Reference Data files received by Pathway by 4pm and
accompanied by a notifying ‘phone call, will be released that working weekday for
delivery to the counter by the next morning (any day).
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
6 Volume of change
6.1 Introduction
The POCL forecast volume of Operational Business Change is shown in Appendix B
On a 3 monthly basis the Operational Service Review Forum will review actual and
forecast volumes to estimate the impact on future capacity and lead times.
6.2 Committed volumes
The parties agree that the POCL Dec ‘99 estimate in [Appendix B] is deemed to be
the baseline volume of OBCs for this agreement for the year 2000. The baseline for
Reference Data record changes is given in the AIS [ref. 5].
Where:
e the quarterly forecast figures (or observed actuals) for a rolling 12 month period,
show an increase of more than 15% on the baseline for the (aggregated) total of
all OBCs or for all Reference Data records or
¢ Fastrack changes (excepting Migration Specials) exceed 10% of the rolling
annual total volume of changes, then
a Change Request (CR) is required for full impacting of the resource needed to
deliver the end-to-end process and to establish a new baseline.
Where these limits are exceeded changes will be processed as exceptions [see
section 9.2].
6.2.1 Peaks in Business Change activity
e Where the total volume of Business changes raised in any week is no more than
15% above the baseline, the changes will be processed to meet the agreements
specified in this document.
e Where the total volume of Business changes raised in any week is more than
15% above the baseline, this is termed a ‘peak’.
e Where the ‘peak’ is between 15% and 30% above the baseline notification must
be given at least 1 week in advance, for the changes to be processed to meet the
agreements specified in this document.
e Where the ‘peak’ is between 30% and 50% above the baseline notification must
be given at least 4 weeks in advance, for the changes to be processed to meet
the agreements specified in this document.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
e Where the total volume of Business changes raised in any week is anticipated to
be greater than 50% above the baseline, or where a the notice period of a peak
is not possible, the changes will be treated as an exception [see section 9.2].
« Where sufficient notice of an increase in volume over 50% above the baseline is
available, a CR can be raised to change the baseline.
e Where the total volume of Business changes is greater than 20% above the
baseline, over a 3-month period, a CR is required to change the baseline
volumes.
The operational reviews will ensure that there is careful co-ordination of each
component of the change(s) and will prioritise between current work, where
necessary.
Examples of peak activity are end of year and tariff changes.
a) End of year
The end of financial year changes will normally represent a peak in change activity.
Changes that can be expected at this time of year include:
* cash account changes (which are not covered by OBC processes but do need to
be co-ordinated with the OBC activity)
« changes caused by budget decisions
e other product changes, e.g. Tariff Change or the introduction of new Homecare
Stamp Changes.
POCL and ICL Pathway will plan and manage these changes as separate peak
change projects.
b) Tariff changes
A Tariff change may include new product introduction, revaluation, price changes
and/or scales data changes, with multiple changes of each type. It may cause a
large overhead on verification, particularly of scales data, and requires careful co-
ordination, as well as being open to last minute amendment by POUNC.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
7 Deliverables
To ensure milestones are met all deliverables must be:
e Complete and identifiable e.g. cross referencing change numbers
e Error free [see section 9.3 for managing errors]
e Delivered by the relevant deadlines set out in the Interface Agreement [see
section 5 for required milestones]
e Delivered through the agreed mechanisms.
7.1 POCL to ICL Pathway
POCL shall deliver to ICL Pathway:
1) Reference Data for Advanced and Basic changes
2) Operational Business Change forms for Advanced changes
3) Supporting items and/or information appropriate for changes e.g. AP tokens,
Counter News
4) Authorisation for Advanced and High Risk Basic changes
5) Volumetric forecasts, including peaks
7.2 ICL Pathway to POCL
ICL Pathway shall deliver to POCL:
1) Reference Data to Verification Counters for OBCs to be verified that:
e include Type C Reference Data for Advanced changes when necessary
« have been tested to ensure changes work as requested on the OBC forms.
2) Verification and Comparison Reports (as appropriate) that identify exactly what
changes to the counter have been implemented
3) Reference Data to live counters for OBCs that have been (pre) authorised by
POCL
4) Reports on volumetrics, including observed peaks.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
8 Roles & Responsibilities
8.1 POCL — General
POCL shall, without limitation:
8.1.1 Administration and Control
a) Appoint and communicate to ICL Pathway the name of an owner for this
interface agreement. The owner shall maintain and communicate to ICL
Pathway the list of change authorisers.
b) Measure & report on the performance of processes carried out by POCL under
this Interface Agreement.
c) Participate in the Service Review process, to cover all aspects of the process
and its operation, including the provision of regular forecasts of volumes, at least
annually.
d) Review the OBC process and forms to identify improvements.
e) Maintain details of the POCL contacts relevant to these processes within the
change contacts list in the OLAs [ref. 13 & 17].
8.1.2 Implementation
a) Ensure Post Office staff and clients are aware of changes in time to make the
necessary preparations
b) Resolve queries from ICL Pathway that are material to an OBC
c) Communicate issues and exception information to ICL Pathway, as reasonably
necessary to assist them, to enable them to manage and control all their
relevant change activity on the ICL Pathway side of the change interface.
d) Provide the Postmaster communication (e.g. Counter News) to ICL Pathway for
comment before release and make any amendments reasonably required by ICL
Pathway
e) Identify potential variations to the service as soon as known e.g. peak activity
f) Process and communicate advanced product changes, in accordance with
timescales in [section 5], to ICL Pathway ensuring, where necessary, that
changes are submitted separately in units of release.
g) Verify changes and provide authorisation ready for release [in accordance with
section 8.6]
h) Maintain POCL copy of reference documents e.g. copy of the menu hierarchy
i) Maintain and ensure the security of the OBC product and Reference Data
verification mailboxes on POCL servers
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
8.1.3 Files & Reference Data
a) Ensure the date contained in the Reference Data is in accordance with the
required lead times [see section 5]
b) Where possible, all Reference Data which should be applied as a unit, as
defined by business rules or the OBC, should be supplied in a single file. Where
this is not possible, subsequent files must be identifiable as the same unit of
release.
c) Recognise that the file is the unit of release and all changes within one file are
constrained by the longest lead time.
d) Allocate unique Business Change Request number (Change Control Number).
e) Ensure all required change information and data is submitted to ICL Pathway
e.g. menu hierarchy information [ref. 14] AP CTO packs etc.
f) Ensure the accuracy and integrity of the change information and Reference Data
provided to ICL Pathway
8.2 POCL - Reference Data Operational Team
POCL RDOT shall, without limitation:
a) Process and transmit basic Reference Data changes to ICL Pathway over routes
& timetables, as specified in the OLA [ref. 13].
b) Supply Reference Data to support advanced change in accordance with
specified standards [see section 0.3].
c) Allocate unique Business Change Request number (Change Control Number)
where necessary.
d) Ensure that the content of any file is consistent with the change identifier e.g.
corrections in file with an identifier of ‘OBC12345c’ are all corrections for
‘OBC12345’.
8.3 POCL Network Business Support Centre (NBSC)
NBSC shall, without limitation:
a) Provide an interface to log POCL incidents raised by POCL or ICL Pathway.
b) Monitor, track and provide updates on POCL incidents to resolution.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
8.4 ICL Pathway responsibilities
ICL Pathway shall, without limitation:
8.4.1 Administration and Control
a) Appoint and communicate to POCL the name of an owner for this interface
agreement.
b) Measure & report on the performance of ICL Pathway processes carried out
under this Interface Agreement.
c) Participate in the Service Review process, to cover all aspects of the process
and its operation, including the provision of 3 monthly reports on the volume of
change received over the previous year.
d) Review the OBC process and forms to identify improvements.
e) Maintain the details of the ICL Pathway contacts relevant to these processes
within the OBC Product Change contacts list in the OLAs [ref. 13 and 17]
8.4.2 Implementation
a) Ensure ICL Pathway staff and suppliers are aware of changes in time to make
the appropriate preparations, where necessary
b) Review the Postmaster communication (e.g. Counter News) and notify POCL of
any amendments reasonably required, before issue.
c) Communicate issues and exception information to POCL, as reasonably
necessary to assist POCL, to enable them to manage and control all their
relevant change activity on the POCL side of the change interface.
d) Receive and progress basic Reference Data change requests through the
Reference Data change procedures
e) Receive and progress advanced Reference Data change requests. These may
be sent electronically by POCL to the OBC Product Change Mailbox or via
fallback routes (e.g. fax)
f) Assess advanced changes and identify and deliver the change services needed
to satisfy specific changes
g) Ensure that supporting ICL Pathway processes are implemented to manage the
delivery of change services
h) Provide invoices for the completion of work, when appropriate [see section 9.5]
i) Release correctly authorised changes to meet the Agreed Date [see section
9.3]
8.4.3 Files & Reference Data
a) Provide changed Reference Data, Verification and Comparison Reports in
accordance with agreed procedures [see section 0.3]
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
8.5 Horizon Service Helpdesk (HSH)
HSH shall, without limitation:
a) Provide an interface to log ICL Pathway incidents raised by POCL or ICL
Pathway.
b) Monitor, track and provide updates on ICL Pathway incidents to resolution.
8.6 Verification, authorisation & release
Note: for details of the process [see section 3.4].
1) POCL shall
Verify the OBC form before keying the Reference Data.
Use the RDS system built in validation rules on the Reference Data keyed in.
Verify the Reference Data once it has been keyed, before it is sent to ICL
Pathway.
VVV
2) ICL Pathway shall
Check that all the Reference Data required for an OBC has been received.
Check that the contents of a file are appropriate for that file / change type.
Confirm that the Postmaster communication e.g. Counter News is appropriate
Raise any queries with POCL relevant to the progression of an OBC
Produce a Verification and Comparison Report (where necessary) for
changes delivered to the verification counters.
Confirm that the change works technically, before sending data and reports to
POCL for verification.
VVVVV
v
3) POCL shall
Perform Authorisation
Gain the agreement of ICL Pathway, where POCL wish to release a change
that contains a known deviation from the original intention (including an
inappropriate communication).
Vv
4) ICL Pathway shall
> Explain to POCL’s reasonable satisfaction any queries which POCL have
arising from the tests carried out, or, where the change is part of the technical
implementation, accept responsibility for that element of the change.
Not unreasonably withhold its agreement to release changes which POCL
approve as acceptable deviations from the original intention.
Release the Reference Data for authorised changes to the live system
provided POCL has complied with it obligations set out in [section 8.6 para 3].
Vv
Vv
Each party accepts responsibility for those aspects of a change for which it has
responsibility to test.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
9 Orders and exceptions
9.1 Orders
e The receipt by the OBC Product Mailbox of the OBC form is the confirmed
request from POCL to ICL Pathway, for Advanced Changes.
e The receipt of a Reference Data file containing only Basic (Class 1 Reference
Data) in the RDMC, is the confirmed request for change from POCL to ICL
Pathway.
e The receipt of a correctly completed Authorisation Form from POCL is the
confirmed authorisation to release the change.
« The receipt of pre-authorised change files (e.g. Migration Special or Pure Basic)
clearly identified as such and containing that type of change, is the authorisation
for release of the changes.
e Requests for non-OBC changes (i.e. those not defined in the RDCC [ref. 2]) will
not be accepted and need to be submitted as a Change Request. However, the
change request may also initiate an update to the RDCC so that new changes
are introduced to the OBC process, where agreed.
9.2 Exceptions
Exceptions, e.g. to volumes or lead-times, will be processed using available
resources without any guarantee of service delivery. Both POCL and ICL Pathway
shall notify the other party when a request is recognised to be an exception.
Note: An agreed Deviation to the Service is not an exception.
POCL may wish to change the priority of an exceptional change so that it is given
preference over normal changes. In this instance the agreed lead times will be
extended pro rata for displaced activities.
9.3 Errors
All errors will be raised as incidents once identified (using the process [ref. 12]) and
the change will be suspended awaiting corrective action, potentially delaying the
achievement of that milestone e.g. files containing records that are rejected will not
be processed until the rejected records are corrected. Where the achievement of a
milestone is at risk, corrective action will be taken by the appropriate party or
parties, by agreement, in order to achieve the final milestone, where possible
An incident will also be raised for late deliverables.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
If the Start Date contained within Reference Data record is set to a date prior to the
Required Date an incident will be raised i.e. it is either prior to the date on the OBC
form, or is not consistent with the lead times defined in [section 5].
If it is known that the final milestone will not be achieved, the incident management
process will trigger contingency action to be taken by POCL e.g. notifying outlets of
delay in issuing a change.
The Operational Review forum shall review the number of error files transmitted to
ICL Pathway by POCL with the aim of reducing the total number to less than 0.1% of
the total number of files in any quarter. Appropriate steps shall be taken to establish
and eliminate the root cause of such errors.
9.4 Escalation
Disagreements about the service e.g. whether a change is exceptional, will be
resolved using the Service Management processes [ref. 12].
9.5 Charging
e AP Client Take On is charged as specified [see ref. 3].
e Deviations to the service will be charged as per the CCN.
¢ Invoices will be raised and paid in accordance with Schedule A10.
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
10 Appendix A
The implementation of Remove/cease a product can be summarised as follows.
Action Type of Position on Type of change
product screen
Remove Value & Non- Button & Complex
permanently I Value products I Picklist (n/a for CSR)
(Cease Sell INon-Value Button & PicklistI/Simple
products (use Type A Reference Data
\& Pathway tidy up afterwards)
(Cease Sell ‘alue products {Button (Complex
leave Rem
(Cease Sell ‘alue products [Picklist (Complex
leave Rem
(Cease Sell & IValue products {Button & Picklist/Simple
(Cease Rem (use Type A Reference Data
\& Pathway tidy up afterwards)
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
11 Appendix B
POCL’s estimated volume of change for the year 2000 is as follows.
Change Type OBC
Volume
Date provided Dec 99
Period of estimate Year 2000
Add EPOSS product Cc 516
Add AP client AP 251
Add AP service AP 111
(Change product start date InfaCSR__ 77
Increase non core product availability in B 432
outlets
[Temporary cessation of product InfaCSR__B2
[Permanent cessation of product IC 363
Remove AP client AP 26
Remove AP service AP 1
(Change product between core & local InfaCSR_ 18
(Change product name B 22
(Change client name AP 37
(Change price & min/max price/volume B 660
(Change customer sales rules B 27
(Change voidable / reversable B is)
(Change stock reconciliation ICR 15
(Change mapping to c/a IC 24
(Change additional fields Si 18
(Change Parcelforce tariff (limited range) IC. 4
(Change Royal Mail tariff IC 3
(Change MOP for product (existing MOPs) IB 86
(Change printed forms ICR 2
(Change VAT ICR FE
INew VAT ICR E
INew currency ICR bE
(Change currency ICR a
(Change Menus IC 13
(Change accounting calendar ISt E
CR =Change Request St = Advanced Standard
B = Basic Change Cc = Advanced Complex
Si = Advanced simple AP = Advanced AP change
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ICL Pathway ICL Pathway / POCL Interface Agreement for _ Ref: CS/PRD/058
Operational Business Change - Product
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 20/1/2000
12 Appendix C
Business tests for the purpose of verifying changes to Reference Data are
conducted by POCL and are described in [ref. 18]. These tests include, where
appropriate, review of Verification and Comparison Reports and the functional
testing of Reference Data on test counters supplied by ICL Pathway. Authorisation
from POCL to ICL Pathway to release Reference Data is made on the basis of these
tests.
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