FUJ00058160
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ICL Pathway
Bringing Monthly
Technology __ Progress
to Post Office Report
Counters &
Benefit Payments (CL
ruary 199
FUJ00058160
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Pathway Monthly Report
Contents:
Managing Director’s Summary .
Programmes Report.
Commercial and Financial Report.
Customer Requirements Report.
Customer Service Report,
—F Quality and Risk Report,
Business Development Report.
International Sales Report.
Organisation & Personnel
7
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ICL Pathway Pathway Programme Monthly Report 7 Ref: a
ersion: 1.
Managing Directors Summary Date: 10/03/97
Document Title: Pathway Monthly Report - February 1997
Associated Documents:
Reference Vers Date Title Source
{y PM/PRO/0002 1.0 26/09/96 Pathway Programme = Project Planning,
Reporting’and Control
Approval Authorities:
Name Position Signature Date
J. H. Bennet Managing Director
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I
i
Managing
Director’s
_ Summary
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ICL Pathway Pathway Programme Monthly Report Vy Ref: Dymenions
ersion: 1.0
Managing Directors Summary Date: 10/03/97.
Managing Directors Summary
1 SUMMARY
1.1 RELEASE 1
e Negotiations and discussions.on the replan has again dominated much
of the managément time during the month. However wé have now
achieved a high level agreement oni the Commercial arrangements and
a high levél view of the implementation programme plan for 1997.
Broadly speaking, the acceptance process will be achieved through a
phased delivery of service products through the year, leading to
national rollout formally at the end of November. However in
parallel with this we shall implement a large number of post offices
with the approved products as they go through staged acceptance.’
The bottom line is that by the end of-the year we-will have some 2,200
post offices fully automated on rhe complete Release 1 package
covering something like 4,500 counters. Now that this plan has
emerged, there is carly sign that everyone is getting their own
individual components locked in behind it-with a sense-of
commitment and progress. .This need to pick up speed further during
the next four weeks. Quite importantly we have also been able to fix
the dispute on training:as a parc of the replanning exercise and this
now is being tested prior to the early go-live offices. There are
however quite a few important issues not resolved. through this
process and at the top of the list at the moment:is the complicated
issue of migration, not just of computer systems but of manual
processes and procedures. In addition the issue of countér space
although being more fully investigated still needs resolution.
Nevertheless, the replan work.is now sufficiently well advanced that it
can be parcelled up and given to the Core Negotiation Team [CNT] to
write into contractual form. I expect this will take quite some time.
1.2 CONTRACTUAL ACCEPTANCE
© This is the next big issue which will dominate the landscape forthe
next six months. Roles, responsibilities and planning work has taken
place but the real brunt of the preparatory effort needs'to be handled
through March. We need to be pressing PDA very. hard for.agreement
by Easter. .
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ICL Pathway Pathway Programme Monthly.Report Ref: PA/REP/0006
Version: 1.0
Managing Directors Summary Date: 10/03/97
1.3 SUPPLIERS ROUNDTABLE
© The result of the replan, or more accurately the CAPS slippages'with
migration of benefits to cards places serious business not‘only on ICL
Pathway but more particularly on Girobank and De La Rue.
1.4 CAPS PROGRAMME
® Confidence in the CAPS Programme-is now at a low point. Not only
do we anticipate difficulties with technical interface completion but
the délays to migration to the payment card for all benefits beyond
child benefit is now certain. What is uncertain is how long-these
delays‘will be.and the only: material we have is provisional. Although
we are covered by the change control process for this migration, this is
of little comfort. Thought is being given as to.how to escalate this
issue before it gets even worse.
1.5 NEW BUSINESS DEVELOPMENT
e Weare beginning to see the early days.of-a range of opportunities to
exploit and leverage the infrastructure. These vary from Government
Direct-to DNS to Magistrates Courts. The challenge is to bringthem
into our Business Development process such that we can populate new
facilities in-our Release 2 and Release 3 products in the first half of
1998. :
1.6 RISK MANAGEMENT
° We have issued the next full risk report on the programmié and this
now includes not just the, high level risks but the comprehensive
analysis of all knownrisks. This at.a high level shows that we start the
year with some £80m worth of risk and that if we pursue our
mitigation actions as currently defined, we can bring this down to
£27m by the end of this year. There is the management view that
there is scope within this to be more aggressive in reducing‘tisks and
this'will be driven through during Q2, Q3 this year.
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Version: 1.0
Managing Directors Summary Date: 10/03/97
1.7 STRATEGIC QUALITY MODEL
© We have just conducted our second audit on the EFQM business
model which shows thar substantial progress has been made over the
last eighteen months on the key areas of process development,
customer satisfai and resource management. This is'‘proving a
very useful annual health check and will give us three or four major
areas to focus on in 1997.
1.8 OVERSEAS POSTAL AUTHORITIES
e A lot of attention was given to Australia Post this period, although the
end result was that they have signed a Letter of Intent directly with
Escher for the use of Riposte for their next generation of countér
automation. As it stands therefore, ICL Pathway has no involvement
with this contract. Negotiations:with An Post and Escher for a joint
agreement on International Sales are marking time. !t had been hoped
that the Australia Post situation would help catalyse this. Interest is
being shown by other postal authorities‘although on somewhat longer
timescales. With a lack of any international agreement, these need to
be handled with extreme care.
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ICL Pathway Pathway Programme.Monthly Report Ref: PARER/O006
Version: 1.0
Managing Directors Summary = Date: 10/03/97
2 PROGRESS
2.4 PATHWAY LEVEL 1 PROGRAMME PLAN
Level I Plan
TSE THe
_ JAN I FEB [MAR I APR'I MAY I JUN I JUL I AUG I;SEP I OCT I NOV I DEC I JAN
ar
Release ta Gove fans woive 4s
1331
Release th (OBCS) Developmeit
2 21
Ab Testing ee
io I 18
Rib MOR & MOT
Rib-Go lve
Rel
1€ (BPS) Development
Rie Tesung
Rie MOR & MOT
Ric- Gove
24
feast) tae sel couse
Reeasew(eFoss.rsiorvewomes II EEBERERE
Rte Testing
Rte MOR & MOT ~e
Rie- GoLive
Live Trtat
Rottout 200 Post Offices
Rollout 1550 Post Once
24I
staRr amon ROLLOUT stint Winona acu
: 33, a 18
Release 2 Design & Developmignt (ES en as)
I it
o 14
R2 Testing st IS
i
28 34
2 MOR & MOT fs
26
R2-GoLve . focal fl
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‘ersion: 1.
Managing Directors Summary Date: 10/03/97
2.2 SYSTEM TESTING
e Good progress has been made on the first two elements of the Release:
1 product, including the OBCS release due for shipment at the end of
April.
2.3 ESCHER DELIVERABLES
e Training mode has now been delivered. Much however remairis on
the critical path including the critical issue of scaleability and
disciplines for issuing software deltas rather than complete.releases. It
is not clear that Escher can issue Riposte with the scaleability we
require and this may require contingency action driven by Pathway.
2.4 EDS CONTRACT
¢ This looks now to.be resolved with the relationship being EDS
contract to.ITSA and ITSA contract to Pathway. This-is how we
wanted it many months ago arid is a good-out-turn.
2.5 SYSTEMS MANAGEMENT
e Progress being made-with Tivioli and the baseline for the systems
management product is now beginning.
2.6 MANAGEMENT OF CHANGE
e A lot of good progress on this front from the Management Awareness
programmes through to the trial run of the user training programmes.
Our ambition to get the Horizon programme tito the broader set-of
post office change programmes is gaining ground and this will give us
a high profile opportunity.
2.7 IGL SYSTEM
This is now likely to continue until the end of June and thé card usage
will extend. It is now over 1,500 cards.
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ersion: 1.
Managing Directors Summary Date: 10/03/97
3 CURRENT CRITICAL PROBLEMS .
3.1 RELEASE 1
e The phase release strategy puts extra pressure on-migration.
3.2 CAPS
¢ Wé need to anticipate further delays and determine our escalation
processes now.
3.3 COUNTER SPACE
¢ More information available but resolution not yet-fixed.
4 ISSUES
4.1 NON ISDN POST OFFICES
¢ There is a larger than expected number of Post Offices where ISDN
does not reach. We are resolving how to provide a system using .
PSTN in these situations with appropriate functionality and service.
4.2 FAL KEYBOARD
© Rework still necessary to get the spec. right.
4.3 BUSINESS REQUIREMENTS FOR RELEASE 2
¢ Difficulty in getting sponsors-to sign up to the new business:services.
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iCL Pathway
Pathway Programme Monthly Report
Managing Directors Summary
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Ref: PA/REP/0006
Version: 1.0
Date: 10/03/97
5 COSTS
5.1 TOTAL PROGRAMME.COSTS
UHO.000 ect ane
149.000
139.000
2q.000
toq.o00
£000
00
20,000
20,000
‘Totat Programme Costs ag at 28 Feb 97
(——Baret
sa Aenials
sor
no?
07
fugor
2 CO
TT
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Pathway Programme Monthly Report
Managing Directors Summary
Ref:
Version:
Date:
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PA/REP/0006
1.0
10/03/97
5.2 TOTAL PROGRAMME CURRENT COSTS
1000
0,000
£000
30400
700
10,000
Total Programme Current Costs as at 28 Feb 97
fas
2 5 & 3 & g 5
H p38 ig
24 8 4 5% 23
NERY ES
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Managing Directors Summary
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Ref: PA/REP/0006
Version: 1.0
Date: 10/03/97
5.3 TOTAL PROGRAMME CAPITAL COSTS
100,009
£000
60,000
30,000
120.000 pore
Total Programme Capital Costs as at 28 Feb 97
Bug
49~ Actuals (commited)
mays?
as?
supa
sepa
ons?
Neve
eco?
or
Tee ee hgh tye eee term Dee
=a ar
ae ARO Nagi in) ag
fcaiiege
Liars
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Report.
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ICL Pathway Pathway Programme Monthly Report Ref: PARED/0006
Version: 1.
Programmes Report Date: 10/03/97
Programmes Report
1 MONTHLY SUMMARY
¢ Although the month has been dominated somewhat by the continual re-
planning discussions with PDA, causing some confusion and frustration,
progress has made on a wide front and morale is increasing.
e Essentially the re-plan (Managing Director’s Summary, section 2.1) means
that Pathway will be releasing functionality in 3 releases (1b, 1c & Je) with 2
additional interim releases (1a, 1d) being made to intercept CAPS.
Release 1b - OBCS only - 28/4/97
Release 1c - OBCS and BPS - 30/6/97
Release le - OBCS, BPS, EPOSS and APS ( the full Release 1
functionality) - 8/9/97
2 PROGRESS
2.1 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING FEBRUARY 1997
In light of the recent replanning exercise the plan baseline has been reset and as
such the “Previous Completion Date”, or baseline completion date is the same as
the “Current Completion Date”.
WBS:No.
]
: S
5.2.2.3 Dry Run User Awareness programme - BA 28-Feb-97 ‘28-Feb-97I Dry Run taken place for BCS.
OBCS/BPS 04/02/97. Rie TBA
S278 Help Facllity - POCL Greate Courier 27-Feb-97 27-Feb-97ITo be -rescheduled in line with
Procedures 1st Draft re-plan,
5.27.84 Help Facility - POCL Sign Off 13-Feb-97I 13-Feb-97[To be -rescheduled in line with
re-plan.
5.2.7.22 Help Facility - POCL Printing & Distribution 19-Feb-97 19-Feb-97ITo be -rescheduled in line with
re-plan.
51.3.7 Model Office - Counter Configurations 20-Feb-97 20-Feb-97ICounters have been installed for
Available For Installation. Model Office.
5.6.2.2.3 Sign Off Migration Strategy O7-Feb-97 07-Feb-97ITo be re-scheduled in line with
migration.
5.7.2.14.2 Sign Off ICL Pathway PO Steady State 28-Feb-97 28-Feb-97/In the process of being revised in
Management line with the re-plan.
5.7.2.21.2 [Supplier Clearance/Pathway Process 28-Feb-97 28-Feb-97I Draft issued for comments
5.7.2.17.2 Define Reliout Acceptance Conditions 21-Feb-97 21-Feb-97IDefinition in place, process being
Ideveioped,
5.7.5.1.2 Rollout Oatabase Available for Testing Phase 10-Feb-97 10-Feb-97 [Testing and Phase 2 1s now
ia loaded,
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ICL Pathway Pathway Programme Monthly Report Ref: PA/REP/0006
Version: 1.0
Programmes Report Date: 10/03/97
Training Definition Complete - POCL/BA. . \Comptete for 1b, ic & Le being
finatised.
5.8.6.1 Datacentre CAPS Physical Connection 28-Feb-97 28-Feb-97IThere is a connection to CAPS.
IAvaiiable Ver 2.0 Version 2 now to be re-
scheduled in line with the re-
plan.
S.2.7.10 Help Facility - POCL Incorporate Comments 10-Feb-97 10-Feb-97]To be -rescheduled in line with
From Pathway re-plan.
4.3.7 Reference Data (Regression Tesi) 06-Feb-97) 06-Feb-9 /IDeleted - No Longer Valid
4.4.1 Product Acc Test - MIS/Common Charging. 20-Feb-97I 20-Feb-97IComplete
System
4.4.2 Product Acc Test - MIS/Service Level ‘21-Feb-97 21-Feb-97IComplete
Agreement Monitor (SLAM)
4.4.3 Product Acc Test - MiS/Contract 24-Feb-97) 24-Feb-97IComplete
[Administration System
4.9.1.2 Acc - BES/Agree Criteria 21-Feb-97I 21-Feb-97IRe-scheduled to 07/03/97,
4.9.1.4 IAcc - BES/Agree Acc Specins 21-Feb-97) 21-Feb-97]Issue to PDA 21/02/97
4.9.2.2 Acc - EPOSS/Agree Criteria 21-Feb-97 21-Feb-97IRe-scheduled to 07/03/97,
4.9.2.4 IAcc - EPOSS/Agree Acc Spec'ns ‘21-Feb-97I 21-Feb-97]Issue to PDA 21/02/97
4.9.3.2 [Acc - OBCS/Agree Criteria 21-Feb-97 21-Feb-97IRe-scheduled to 07/03/97
4.9.3.4 Acc - OBCS/Agree Acc Spec'ns 21-Feb-97' 21-Feb-97]issue to PDA 21/02/97
4.9.4.2 IAcc - APS/HAPS lface/Agree Criteria 21-Feb-97 21-Feb-97]Re-scheduled to 07/03/97
4.9.4.4 JAcc - APS/HAPS lface/Agree Acc Specins 21-Feb-97, 21-Feb-97IIssue to PDA 21/02/97
4.9.5.2 Acc - PAS/Agree Criteria 21-Feb-97 21-Feb-97IRe-scheduled to 07/03/97
4.9.5.4 IAcc - PAS/Agree Acc Spec'ns 21-Feb-97I 21-Feb-97]Issue to PDA 21/02/97
4.9.6.2 Acc - CMS/Agree Criteria 21-Feb-97I 21-Feb-97IRe-scheduled to 07/02/97
4.9.6.4 fAce - CMS/Agree Acc Spec'ns 21-Feb-97I 21-Feb-97}\ssue to PDA 21/02/97
4.9.7.2 [Acc - Help Desk/Agree Criteria 21-Feb-97I 21-Feb-97IRe-scheduted to 07/03/97
4.9.7.4 Acc - Help Desk/Agree Acc Spec'ns 21-Feb-97I 21-Feb-97)
4.9.8.2 Acc - CAPS/Agree Criteria 21-Feb-97I 21-Feb-G7IRe-scheduled to 07/03/97
4.9.8.4 Ace - CAPS/Agree Acc Spec'ns 21-Feb-97 21-Feb-7]Issue to PDA 21/02/07
4.9.9.2 ‘Acc - TIP/Agree Criteria 21-Feb-97I 21-Feb-97I Re-scheduled to 07/03/97
4.9.9.4 Acc - TIP/Agree Acc Spec'ns 21-Feb-97I 21-Feb-97IIssue to PDA 21/02/97
49.10.2 Ace - Security/Agree Crtena 21-Feb-97I 2i-Feb-97IRe-scheduled to 07/03/97
4.9,10.4 Acc - Security/Agree Acc Specins. ‘21-Feb-97, 21-Feb-97I Issue to PDA 21/02/97
5.2.1.6 Define User training courses - BA 28-Feb-97I 28-Feb-97IComplete for 1b, 1¢ & 1e being
finalised,
5.2.1.3 [Define User Awareness specification - BA 28-Feb-97 28-Feb-97IComplete for 1b, 1¢ & le being
finalised.
5.2.1.2 [Define user training specification - BA 28-Feb-97I 28-Feb-97IComplete for 1b, 1c & 1e being
finalised.
5.1.3 EQUIPMENT PROCUREMENT 48 UNIT 20-Feb-97 20-Fed-97/Complete
IMODEL OFFICE
3.9.4 ISLAM - Development, 12-Feb-97] 12-Feb-97IComplete
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ICL Pathway Pathway Programme Monthly Report V Ref: PAREDIOO0S
ersion: 1.
Programmes Report Date: 10/03/97
Management (
. 24-Feb-97
{Development 03/03/97
3.8.3, TPS Design 14-Feb-97 14-Feb-97IComplete - Development
continues. to 21/03/97
3.7.8.2 DMC - PDA Provide Live Ref Data RDP/2 17-Feb-97I 17-Feb-97IComplete
3.5.5 IOBCS Development 21-Feb-97 21-Feb-97IComplete - Only a/s action on
IOBCS is MIS enhancemements.
3.4.6 APS Development 28-Feb-97 ‘28-Feb-97IComplete - Only o/s action on
IAPS is MiS enhancemements
[2.52 Define the procedures for the validation of 21-Feb-97 21-Feb-97IComplete
Reference Data
5.7.2.21.2 [Security Vetting Process 28-Feb-97 28-Feb-97 [Draft issued for comments.
2.2 HANDSHAKE / MANAGEMENT LEVEL EVENTS DUE TO COMPLETE
DURING MARCH 1997
Lon iG :
3.2.4 PAS/CMS - Development : 03-Mar-97
3.3.1 EPOSS - Definition 07-Mar-97
3.3.4.8 Revisions to EPOSS Report Formats (Reqt 693 696-1 699 808 818-2 834) I07-Mar-97
3.3.2 EPOSS - Development 10-Mar-97
3.3.4,18 integrated Desktop (final build) 10-Mar-97
3.4.1.4 Baseline all APS Documentation (Req. 475) }03-Mar-97
3.5.1.4 Baseline all OBCS Documentation (req. 475) 03-Mar-97
3.7.7 IRDMC - Testing & Deliveries 20-Mar-97
3.8.4 TPS - Development 24-Mar-97
3.8.6 TPS - Testing 21-Mar-97
3.9.1.5 Common Charging System - Development 10-Mar-97
3.9.1.6 Contract Admin Service - Development }03-Mar-97
3.9.2 [Data Warehouse - Development 17-Mar-97
4.4 IMIS Testing (Rel 1c) (03-Mar-97
444 Prod Acc Test - MIS Fraud Risk Management System [03-Mar-97
445 Prod Acc Test - MIS/BPS I03-Mar-97
4.46 Prod Acc Test - MIS/Business Development 03-Mar-97
45 Prod Acc Test - PWY Data Warehouse (03-Mar-97
5.1.4.1 DSS Update Process (Regt 927) 07-Mar-97
5.4.7.1.5 Release Counter Configuration Build Scripts - Live Trials 17-Mar-97
5.1.7.2.3 National Weights & Measures Certification - On Pathway Counter System 17-Mar-97
5.2.2 TRAINING - DEVELOPMENT 28-Mar-97
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Pathway Programme Monthly Report
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Ref: PA/REP/0006
Version: 1.0
Date: 10/03/97
5.2.2.4 Dry Run “Train the Trainers” Course - BA 04-Mar-97
5.2.2.5 Sign Off User Awareness programme - BA 07-Mar-97
5.2.2.6 Sign Off "Train the Trainers” Course - BA 12-Mar-97
5.2.2.7 Courseware Masters Available (TT) 27-Mar-97
5.2.2.41 Dry Run User training courses - POCL 21-Mar-97
5.2.2.14 Sign Off User training courses - POCL 27-Mar-97
5.2.2.15 Sign Off User Awareness Programme - POCL 24-Mar-97
5.2.3 RELEASE 1 TRAINING COURSEWARE 07-Mar-97
5.2.3.11 POCL/BA Ory Run Assessment of training (Rel 1) 07-Mar-97
5.2.3.13 Training Courseware Masters Available(Rel 1) (07-Mar-97
5.25.7 Sign Off POCL Tre style Guide 05-Mar-97
5.2.5.9 Sign Off BA Trg style Guide 07-Mar-97
5.5.1.2 implementation SMP Baselined 05-Mar-97
5.5.2.7 (Detailed Rollout Plan 21-Mar-97
$.6.2.4.2 Sign Off Steady State transition Strategy 21-Mar-97
5.7,.2.10.2 Sign Off ICL Pathway Migration Process 28-Mar-97
5.7.2.12.2 Sign Off ICL Pathway PO Establishment Process 14-Mar-97
5.7.2.22.1 PC Key Management Process 14-Mar-97
5.7.2.22.2 IEncryption Key Management Process 14-Mar-97
5.7.3.1.7 Sign Off WTL Site Contact Document 05-Mar-97
5.7.5.4 Rollout Database Intercept Into Live Trial 31-Mar-97
5.8.7 IBACKBONE NETWORK IMPLEMENTATION 11-Mar-97
5.9.6.10 Wigan Available for Model Office 28-Mar-97
5.9.6.1 Wigan Available Complete 28-Mar-97
I5.10.6.9 Bootle Available for Model Office 12-Mar-97
15.10.6.10 Bootle Availble Complete 12-Mar-97
5.12 IMODEL OFFICE IMPLEMENTATION 20-Mar-97
5.12.6 Model Office Implementation Complete 20-Mar-97
2.3 RELEASE 1 AND ROLLOUT
¢ A significant number of Architectural/Design issues were resolved and
documents published during the month.
* Good progress was made during February, ahead of schedule, on delivering a
compatible IGL release (Pathway 1a) to CAPS to enable them to test their
CAPS Release 2.0.
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ICL Pathway Pathway Programme Monthly Report Ref: PuREFiOONs
Version: 1.
Programmes Report Date: 10/03/97
¢ The OBCS Release (Pathway 1b) started February with baselining the
software, then completing System Testing on 21st February and is currently
in Business Integration Testing.
e The System Access Control has now been agreed for the OBCS release and
progress is being made on the BPS release with agreement expected by mid-
March. All issucs seem to be near resolution.
¢ Pathway Releases 1c and le are progressing to schedule However these are
dependent on the end of software development and achieving a basclined by
the end of February, and therefore becoming stable, before more rapid
progress in System Testing is: made.
© The impact of these multiple releases on the number and planning of the
required test configurations was resolved during the month.
¢ Agreement on ownership of migratioi-was a serious hindrance on progress
during the month (since resolved), however, good progress has, been made on
(1) User Awareness events.signed off (2) Training mode delivered by Escher
(3) Train the Trainer events having begun (4) Detailed installation plans for
the-first 200 Offices have been agreed (5) Meetings between Programme
Managers:and POCL Regional Liaison Managers proving productive in
agreeing processes to be adopted during rollout
e Recruitment for'Help Desk and Autoconfiguration staff has started and
Linkwise have sourced key individuals
« The.effect of the re-plan is now being reflected in a re-issue of the Master
Plan showing key Handshake Milestones. Section 2.1 shows that good
progress was generally made except in the area of agreeing Acceptance
Criteria and test’scripts for the key Acceptance process that will be followed
for Release 1e; it is expected that good progress will be made in this area in
March
2.4 RELEASE 2 AND RELEASE 3
e Senior management attention is now being concentrated on dates for Release
2 key components and therefore more focus is being brought to bear on this
Release; the importance of this is heightened by the fact that Acceptance for
Release 1 will not be given until Pathway-also demonstrates the capability to
support payment of multiple benefits and on-line functionality being
delivered in Release 2.
e Akéy document for Release 2, the ICL Pathway CAPS On Line stratégy, has
been issued. Now that development-work on Release 1 is easing, désign work
has now commenced on Release 2.
e A detailed Release 2 plan will be available during March.
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Programmes Report Date: 10/03/97
3 CURRENT CRITICAL PROBLEMS
© Now that we are adopting a phased Release strategy the Migration activities
at the counters and in the Data Centres becomes more difficult and requires
dedicated resource t6 ensure this area is de-risked and driven through.
e Escher have been asked to provide deltas (incremental changes); it is
imperative to the success of the Project that this happens.
e CAPS are likely to miss delivery of a key design document - due 14/3/97. This
will impact release 2 schedule.
4 ISSUE
¢ The PSTN solution for the Post Offices not served by ISDN has made good
progress during the month however issues still remain. We have a tactical
solution to satisfy the requirements for the first-200 offices and the strategic
solution is expected to be available from EICON in April.
e Jt is.now certain that we will have to replace the keyboards that will have
been installed in the first 200 Post Offices some time before the end of June.
This will mean a re-visit by the engincers to swap the replacement
e Although all development was planned to bé.compleéted by the end of
February, there are still extra software releascs-entering T&I in the early
weeks of March.
e Significant frustration is being experienced by Pathway in getting POCL to
make progress on new Business requirements for Release 2.
¢ Documentation text production and agreement is being. hampered by a
convoluted sign-off process in the customer domain.
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5 COSTS
During February a total review of the budget to align with the re-plan was
started. This will be.complete in time for the March report. The attached tables
show that
5.1 CURRENT COSTS
Overall the Actual Current spend for Programmes ( Architecture/Design,
Development, Testing & Integration, Implementation and the Programme
Office) at the end of February, was in line with the Budget.
EaETES
TOT tees Tape I Oa New Fo TDA] Jessy [RIT] Mena TITY Reg [eT
TP [spy Lon ee Oe
aed a] a
5.2 CAPITAL COSTS I
The Actual Capital commitment costs show a significant, underspend when
compared to Budget. This variance is largely explained by the fact that
commitments for Capital spend for the rollotit.of Counter Configurations has
been delayed because of the re-plan. The re-alignment of this commitment
profile will be shown in the March report:
Ta Far hat a ne Te ee Fe
‘isd sx0o] 902 tensile
b
I 7) “sont aut 4
Q eo
Tan a Tay) a
5.3 TOTAL COSTS
ee Derm [pe a Bam wate Tos] TW laeO wast hae pe eee [See [Oa [Re Ba
Rae ep CE eit a] =u _iae] Tan
Hie ps SesI soaass! asm ren
Ta ae] _7eI ars sal sae
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Commercial
and Financial
Report
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ICL Pathway Pathway Programme Monthly Report Ref: PA/REP/0006
Version: 1.0
Commercial & Financial Report Date: 10/03/97
Commercial & Financial Report
1 MONTHLY SUMMARY
¢ The overwhelming focus for the month has again been the Replan, and our
attempts to conclude a reasonable commercial arrangement aligned to a
workable programme plan. Although the formal Change Request is still in the
pipeline, a deal has now been struck which should hold. This includes
resolution of the Training issuc.
© One level down, we still have a number of issues to resolve (eg. counter
space, customer education), but progress is being made.
© We have at last got ourselves into a position from where we can resist
requirements creep effectively. Notably, a robust position taken on added
DSS functionality for Release 2 has already paid dividends.
2 PROGRESS
e Replan
© Training cost recovery
e Minor items (but points of principle) - Flying logo and Feltham lease resolved
¢ Concerted pressure on PDA/ Sponsors to deliver against Contracting
Authorities Responsibilities (CARs) is paying off
¢ Our handling of Change Request 16A (CAPS Release 3 functional spec.)
In light of the recent replanning exercise the plan baseline has been reset and as
such the “Previous Completion Date”, or baseline completion date is the same as
the “Current Completion Date”.
2.1 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING FEBRUARY 1997
8.1.16 lAgree Funding Strategy 21-Feb-97 I21-Feb-97
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2.2 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS LEVEL EVENTS
DUE TO COMPLETE MARCH 1997
There.are no Release 1 or Release 2 Milestones scheduled for completion in
March for Commercial & Finance.
2.3 EXTERNAL, WITH PDA
© CNT were not part of negotiating the-Replan. The commercial people in the
PDA were positively excluded from all discussion. Yesterday’s CNT was
dedicated to a description by the [CL Pathway commercial team to the PDA
Head of Procurement and POCL’s and DSS’ lawyers of what had been agreed
and what the considerations had been. in getting there. The purpose was to
establish common ground from which they could write the Change Request.
e The gulf between the PDA programmes pcople and their commercial people
is extraordinarily wide and quité dangerous. All too often, their programmes
people carry on as though they have authority to actonly to hit a veto:at the
eleventh hour. The commercial arm can veto a Change Requestor cause the
shape of Live Trial to be amended - and they have done. Increasingly, the
ICL Pathway commercial team finds itself filling the vacuum in
communications-on their side. Used well, this does give us advantage, but the
relationship has become unstable.
e CAS resolution has moved a step closer following a CNT sponsored meeting
between ICL Pathway, PDA commercial, ITSA commercial.and.EDS. It was
acknowledged that the trading relationship should be ICL Pathway to ITSA
(purchase of machine time) and ITSA to EDS, against a work-specification set
out by ICL Pathway.
e The Commercial and Financial Forum contintes to deal efficiently with
practical matters in the charging arena. It looks like we have secured the
contract for supplying the DSS with Customer. Receipts. The business will be
committed single supplier for three years minimum. It is reasonable margin
and was not included in the Business Plan.
2.4 EXTERNAL, WITH POCL, DSS
© Recent realignment of responsibilities within POCL has strengthened the
roles of the key Financial and Commercial people we deal with. That is good
news. Activity on New Business is picking up, but is as-yet sporadic.
¢ DSS is, by comparison, impenetrable.
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2.5 EXTERNAL, WITH SUPPLIERS
e The priority task ahead is to re-I
plans to align with the Replan.
understanding on all sides.
seline, under Change Control, all supplier
his will require considerable éffort and
¢ The point to make to on-going service suppliers generally is that the térm of
the Main coniracthas been extended by seven months. This will enable ICL
Pathway and suppliers alike to recoup the carly life. losses being. incurred now
becanise of the delays.
2.6 INTERNAL TO ICL PATHWAY
e Strenuous effort has continued to lock down outstanding CARs and
Agrcements to Agree, to respond to a wave of Change Requests, and to
complete the internal Change-Proposals needed to bring all aspects of our
solution fully into line with the many detailed reference-documents. This
against the background, until a few days ago, of an unstable planning base.
e There are signs that the tide is turning in our favour on cach of these.
3 CURRENT CRITICAL PROBLEMS
None.
4 ISSUES
e Outstanding contractual/operational hang outs
© Containing and offsetting the over-spend
e Making sure New Business happens quickly
5 COSTS
Sce separate section for consolidated position.
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Customer Requirements Report Date: 10/03/97
Customer Requirements Report
1 SUMMARY
© The service agreement with EDS was successfully negotiated. Release 2
definitions, particularly for Temporary Tokens and CAPS On-Line working
were progressed urgently Acceptance work was started. CAPS is clearly out
of control.
2 PROGRESS
2.1 POST DROP DOWN
¢ All applicable CCNs have now been factored into the SADD Version 2.1 texts
and the salient CRs required for Version 2, particularly P16a’s expected
replacements for Temporary Tokens and CAPS On-line Operations are in
course of being added.
« The final CR team’s Agreement to Agree (R753 Archiving Policy) has been
addressed: a paper has been sent to the PDA for agreement.
2.2 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING FEBRUARY 1997
In light of the recent replanning exercise the plan baseline has been reset and as
such the “Previous Completion Date”, or baseline completion date is the same as
the “Current Completion Date”.
oe ee: eS SS a
7.1.32 ICo-operation in agreeing arrangements I14-Feb-97 14-Feb-97 Complete
for use of APPUs CAR 556/4
We have now reached agreement on the transfer of the APPU design and build
documentation and access to the firmware. A proposal has been put to POCL
for them to bear the cost of APPU hardware since the target number of outlets
has now risen considerably.
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2.3 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE TO
COMPLETE DURING MARCH 1997
e There are no Release 1 milestones scheduled for completion in March,
however work is-continuing on Release 2 and handshake and Level 1
milestones will be included within this report on completion of the integrated
Release 2 plan.
2.4 DETAILED PLAN ACTIVITIES
2.4.1 CURRENT ACTIVITIES
2.4.1.1 RELEASE 1
¢ A service agreement-describing the way in which EDS will operate the CAS
and OAS functions was prepared and reviewed positively by EDS. A
PDA/EDS/Pathway tripartite negotiation on 21/2 concluded favourably: EDS
will supply service for CAS/OAS operation as part of their Service agreement
with ITSA and we will have an agreement with ITSA. The sérvice. description
detailing failure scénarios will be retssuéd to EDS on 10/3.
¢ DSS cancelled the meeting arranged to progress thé address data cleansing
programme.
¢ Twenty PINICLs were cleared and none is outstanding.
© The document defining Post Office Closures was prepared and formally
signed off by the PDA.
© A development version of (BPS) MIS reports. is now demonstrablé in Dublin.
° Oracle has delivered BPS Accounting & Reconciliation reports. A-CP to
produce a daily file‘stimmary is required.
© There-is-potential issue concerning thé acquisition and distribution of BPS
Reference Data. It needs to join the POCL Reference data stream at some
point.
© We are trying to remove R791 (Notifications of Atempted Infringement of
Restricted Post Office). It is no obvious value.
© Changes for the Release 1 Welsh PUN were incorporated.
e Customer Services have asked for some changes following IGL experience:
some 6% of customers turn up at their post office with neither. PUN nor [D.
We propose to highlight and strengthen the words on the PUN telling people
what to do.
° We have raised a CP for Ithaca to support the full Welsh character set.
e The Audit Trail Functional Specification was output at’Version 2.0, and PDA
notified that the period’ for review was closed.
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2.4.1.2 RELEASE 2
Over 60 Change Proposals were reviewed this month. We have raised five
Release 2 Change Proposals. Oracle éxpect-another 12 will be needed. Some
are to correct declared non-compliance’s at Release 1, but most are to
implement established contractual Release 2 functionality.
© Tony H has achieved a level of agreement between BA Business Processes and
CAPS over Foreign Encashment business.rules, but in doing so has found
another limitation in the BES implementation: it cannot support-a payce with
miltiple roles for the same payment. It may be possible to insist on
precedence rules for payee roles which would involve a minor change to
Oracle, and leave BES alone.
¢ The CAPS On-Line/Temporary Token issue has been the single most
significant activity involving all members of the team.
e The Temporary Tokers Usage paper was reissued to support PDA internal
review and as a basis for Customer Services to obtain sample documents and
costs from De La Rue.
¢ A paper describing the business principles embodied within the Pathway BPS
solution was produced and discussed with PDA/DSS as an aid to clarifying the
preferred approach to on-line business operations. Unfortunately this was not
factored in to CR P16a which was clearly the product of a committee that
could not decide what it wanted. .
¢ CR P16a was reviewed and comments and cost estimates returned to PDA
who now advise that P16b will be issued based upon the business rules
provided earlier and removing, in effect for convenient discard, the batch
interface changes and programmatic on-line enquiries requirements.
e A proposal on the scorecard implications of on-line working was produced
and reviewed with the Finance Director. The currently proposed business
tules are now grouped broadly in line with the likely scorecard charge lines.
e An approach to handling the commercials of EVP for carded agents was
agreed.
2.4.1.3 RELEASE 2/3
* POCL cancelled the Inventory Management meeting.
¢ Change Request 0004 to introduce support for a remote stock unit on an
outlet parent/child has been passed-to P&I for impacts.
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2.4.1.4 CARS
Highlight‘of a busy month was declaration of critical CARs for which all in
Pathway contributed - many: thanks. To the extent CARs’ may have
contributed to progress, the pressure on Reference Data looks to be paying
off. The CARs’ bureaucracy is bang up to date. The creation of a new,
Release-related set of dates for old “Ongoing” CARs is now the enticing
prospect.
2.4.1.5 ACCEPTANCE - +
¢ [thas proved difficult to get everyone on the team connected to the Access
database for this activity. Target dates were set such that we should be able ro
give PDA some work to do at Easter, but we will need to make strong
progress during March.
The PAS/CMS and CAPS Acceptance Criteria specifications are being largely
rewritten by Testing. Current-versions werc based on out of date test
conditions. However rapid progress is now expected. ,
e Some progress was made with APS and work has started on OBES. POCL
Infrastructure yet to start.
¢ Avstart has been made on BES acceptance test specification. The current
document also requires substantial update/rewrite to bring it into line with the
acceptance criteria and test conditions.
© Other Test Manager contributors to this activity are at-a comparable level of
progress.
2.4.1.6 NEW BUSINESS SUPPORT
¢ The.Mails BRD business case remains on hold within POCL. Pathway needs
to determine the base from which Mails will be produced.
¢ The Talexus BRD has been split.into two: the interface specification for the
Key has now been provided. as a Token technology Specification; a revised
detailed BRD for Talexus functionality is promised for 10/3.
° A price indication was provided for Project Beekeeping (Restricted).
© POCL has decided that unless Transys funds the ticket issuing hardware there
is no business case.
* POCL have issued the EFTPOS Merchant Acquirer ITT but we have not been
notified of thé likely service scope. A mecting with ICL Retail has been set
up for mid March .
* Pathway is preparing a workable design for Mobiles.
* Dave H’s trip.to FJ Japan was prepared, including a briefing on the visit to
Pathway of Mr Takahashi from Nomura Research Institute, later in March.
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2.5 OTHER TEAM ACTIVITIES
e The backlog of CAPS documents was lodged with library.
e Two versions of a paper on introducing the Euro’ were produced.
3 CURRENT CRITICAL PROBLEMS
None.
4 ISSUES
e Itis clear that CAPS: is in many ways out of management control. The
alignment of the CAPS programme to the replan attempted. on 24/2
démonstrated.that CAPS has momentum (and :inertia)-of.its own. CAPS has
refused to allow mé to work through the data cleansing plans with the
Andersen hired hands.
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Ih
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Report.
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Customer Service Report Date: 10/03/97
Customer Service Report
1 MONTHLY SUMMARY
1.1 OPERATIONS
1.1.4 INITIAL GO LIVE - 2
e The service‘continues to run successfully with few technical problems.
© Improvements have been necessaty in the areas of escalation management,
support and reconciliation.
© An escalation process between Pathway, ITSA.and PDA is being designed and
will be agreed next month.
© It has now been agreed to usethe reference machine for both problem
replication and testing. This is nor ideal since-it causes delays due to the
setting and resetting time for two different environments and also prevents
parallel activity when more than: one fault is being diagnosed. I-will be
pressing for separate reference and test-rigs to be built for. Release. 1b.
© The potential overpayment problem we encountered at King Stanley PO,
where expired payments were re-activated, resulted from an indexing
problem already predicted by Escher and for which a repair had already been
produced. Delays in the support process meant that the repair was not
available for application until the day of the incident. Actions are in place to
speed up the process of testing. and implementing software repairs.
1.1.2 MIGRATION.
© .An outline migration strategy has been published and the Release’ 1b to 1c
migration exetcise, which has been scheduled for June, will be,reviewed-and
signéd off in March.
e@ ACP has been submitted proposing to relocate IGL and Réléase 1b hardware
from Feltham to Wigan in order to minimise the migration risk.
113 SYSTEMS MANAGEMENT
© Tivoli is now undergoing counter build ready for model office.
e The testing of software distribution scripts and event tnanagémiéntiis
continuing in Bracknell. Once-testing has been completed it will be possible
to distribute software (i.e. fixes) to the counter..A full evaluation is underway
to determine if there are any issues which would prevent:software distribution
to be used for the Release 1b to 1c upgrade.
© Work has started on the software release management process.
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1.1.4 SYSTEMS OPERATION
© The Release 1b operational day design , the Maestro schedule, the high level
resilience design, Sequent failure information and strategy for backup and
restore have all now been produced.
© The first draft of the CFM Operations manual has been produced but needs
further work with detailed procedures for normal running and recovery. A
final delivery of operational procedures and scripts to Test and Integration is
planned by 14 March.
1.2 POCL SERVICES
¢ The POCL Card Distribution Contract has not yet been signed off and I shall
inject a further small delay pending the outcome of an internal Pathway
review of the benefits to our solution of PUNs.
© Peritas will now establish a training helpdesk with a separate telephone
number and have agreed that this will be subject to the same measures,
standards and controls in place for the Payment Card Helpline.
© The roll-out helpdesk will use the same telephony and infrastructure as the
Horizon System Helpdesk (note new name for SIS Helpdesk).
© The development of Pathway’s overall support strategy is now well advanced
and is expected to be published and approved by 14 March.
1.3 BA SERVICES
© 1539 cards have been issued to 28 February
¢ The continual re-plan activity continues to cause serious concern to both De
La Rue and Girobank. Girobank are formally sceking to re-negotiate their
contract since 1997 predicted volumes have now fallen below the 70%
threshold.
¢ The PDA have identified late changes in the PUN wording for the Welsh
language component.
© Our experience from IGL is that significant numbers of Customers do not
fully understand the need to use the PUN to collect their Card and are
disposing or losing it. This adds further impetus to our review of PUNs.
© There has still been no progress by PDA on War Pensions Card design,
however activity is planned for March.
© A follow up meeting with the PDA and DSS to review address data quality
has been arranged for March.
© Good progress has been made with RML in defining the contingency
processes for collections from the De La Rue contingency site at Sittard in
Holland.
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© Discussions are being held with Girobank on the service for the processing of
returned cards and PUNs. A Product Description and CP have been produced.
© A Product Description and CP have also been produced for Girobank to
manage the supply of books of Emergency Temporary Tokens to BA Offices.
® IGL cards are now planned to be replaced at Release 1c.
1.4 APPLICATION SERVICES
1.4.1 PROCESS AND PROCEDURES DOCUMENTS
¢ The PPDs are now being produced to meet the appropriate release (i.e. 1b, 1c
and 1c). We achieved delivery of Release 1b final drafts into the PDA on
time. Final comment from them is due on 5 March leaving us 2 days to turn
them around and publish by close of play on 7 March. The next phase will be
to get official sign off from the PDA after model office.
e A workshop to agree solutions to the Horizon PPD Release 1b Environment
issues was held on 19 February. Good attendance from both Pathway and the
PDA resulted in good progress. Agreement was reached on issues which had
been preventing the Operating Infrastructure PPD being completed.
© The PPDs are now being used in earnest to ensure consistency across Pathway
training procedures and documentation.
¢ A plan for the Release 1c PPD document set is in place and will be published
early in March.
1.4.2 ACCEPTANCE
© Acceptance Packs were sent to the Suppliers mid January specifying the work
they needed to perform. Good responses, requiring only minor re-work were
received from De La Rue and Girobank. The response from Sorbus was late,
not to the required standard and requires major re-work. No response has yet
been received from CFM.
1.5 MANAGEMENT INFORMATION SERVICES
1.5.1 SERVICE LEVEL MANAGEMENT
© Progress with CFM on the requirements for SLA Management systems
continues to be disappointing. I have asked Bill Hillyard to secure more
business analysts to help CFM accelerate the production of key
documentation.
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1.5.2 WORKLOAD VOLUMETRICS
© Updates to the Volumetrics have been received keeping Peter Robinson busy
in maintaining his models.
e Extensive re-work will be necessary during March once the re-plan has been
finally agreed.
1.5.3 RECONCILIATION
© IGL reconciliation continucs to perform.successfully. The volume of
payments is now starting to increase.
© A few instances of corrupt data being delivered to counters was experienced
during February. Foreign encashments proved a problem in the carly part of
the month where the payment was showing only on the nominated offices
terminal. A patch was successfully applied mid-month to fix this problem
which has not recurred.
@ Oracle have now released the BES Release I reconciliation reports. They will
be input into the testing environment in early March.
© APS reports are now on the critical path and the exact format required must
be agreed by 5 March.
© Work is continuing to gain agreement.on the error matrix detailing
unmatched encashments which may arise. Requiremént 891 states we have to
resolve any encashments which lave not matched to valid payments within 5
days. Customer Service will be undertaking the investigation and resolution
process. We have yet to agree the financial liability issues between Pathway,
BA and POCL.
© The reconciliation proccsscs will be published by 12 March for agreemerit
with the PDA.
11.5.4 PERFORMANCE.BENCHMARKS
© Jan Ambrose has made-.good progress in establishing the processes for
performance benchmarks. Meetings have been held with POCL ‘s Efficiency.
and Process Support team to review the OBCS transaction model and also
with the BA to agree the BES transaction model.
© A paper and a scoping document have been produced jointly with POCL
describing benchmarking activities and plans.
© A free-standing performance benchmark environment, independent from Test
and Integration, will be established initially focusing on counter transaction
times.
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© In addition to the analysis of application times recorded in the transaction
journals, we intend to employ performance measurement techniques based
upon the analysis of high resolution video film of the physical processes.
Contact has already been made with potential suppliers for competitive
evaluation in carly March.
1.5.5 CUSTOMER SATISFACTION
© Initial proposals on Customer Survey activities have been drawn up and
reviewed with Steve Cowburn (Management of Change). They will next be
discussed with the PDA.
© Work has begun on putting together a set of acceptance criteria that will need
to be achieved before an Outlet is transferred from [Implementation phase
(responsibility of Implementation team) to Operational Service (responsibility
of Customer Service)
© Pcter Burden attended a Management Awareness Event and a Postmasters
Road show in POCL Midlands Region. This enabled meeting a range of
POCL Regional Management as well as future users of the Pathway solution
and helped with understanding concerns and issues.
© Peter also attended an Implementation Team Roll-out Workshop. A number
of supplier related issues are being followed up.
© The revised Service Visit Reply Card has been discussed with ICL Sorbus. A
few issues arose which need to be considered. Thereafter the Card will be
reviewed with the PDA.
2 PLAN PROGRESS
2.1 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING JANUARY 1997
In light of the recent replanning exercise the plan baseline has been reset and as
such the “Previous Completion Date”, or baseline completion date is the same as
the “Current Completion Date”.
Pesibin
:
16.5.5.2.6.4 Stevenage O9 SIS Helpdesk System I28-Feb-97 j2e-FesOF This will be accepted via
Accepted operational readiness.
07-Apr-97 reviews @ 1b, 1¢,1¢ at the
ny lend of MOT.
21-Jul-97 .
Executive Information System (EIS) 103-Feb-97 JO3-Feb-OF TBA from P.Robinson,
Available y Marked as complete in error
BA
Service Level Agreements - Review I28-Feb-97 28-Feb-OF TBA from P.Robinson,
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Timescale
(6.2.2.13 BA/POCL MIS Reporting Requirements _I28-Feb-97 28-Feb-O7 Complete
6.6.33 Contingency Procedures for BPS (CAR I28-Feb-97 laa Feb OF Cont. Procs. Written for 1b
7.46/2) complete by 13/03/97; will
progress towards 1c update
by 15/06/97
6.1.2.19.6.5 IWigan PAS/CMS HD Service Available [21-Feb-97 24-Feb-OF Delayed by contractual
(Cold Contingency Service {equip. but s4-Mer-e7 issues to 31/03/97
not manned})
6.1.2.14.6 _ IFinal PDA Approval of PUN Design 10-Feb-97 £0-Feb-OF Last minute changes
(English) resulting in modification to
17-Mar-97 design. Revised proof
produced for approval
6.1.1.3 Agreed CARD/PUN Volumetrics with PDA [28-Feb-97 28-Feb-OF [Awaiting formal rollout plan
. oi arer to finalise Volumetrics.
6.1.4.4 Automation of Benefits by CAPS - Agreed I14-Feb-97 la4-Feb-Oz Ongoing
Plan -_
2.2 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE TO
COMPLETE DURING FEBRUARY 1997
Or ent: Couple:
6.1.1.4 03-Mar-97
6.1.2.4.4 Review and Accept Card Design Tech. Spec. 27-Mar-97
6.4.2.7.9 BA Live Personalisation Data from CAPS to ICL Data Centre 21-Mar-97
6.4.2.8.1 Model Office Personalisation Data from CAPS to ICL Data Centre 27-Mar-97
6.1.2.10.14 IWelsh Language Personalisation Data from CAPS to ICL Data Centre 27-Mar-97
6.1.2.14.19 _ IFinal PDA Approval of Release 1 PUN Design (Welsh) 14-Mar-97
6.1.2.18.3.8 IRelease 1 Delivery Service (Cards & PUNS) Procedures Review and Accept 27-Mar-97
6.1.2.18,4.3 IRelease 1 Delivery Service (Temporary Tokens) Procedures Review and AcceptI 26-Mar-97
6.1.2.19.3.1 BPS Functional Specification V8+ (Tony Hayward) Required out from Reais. 26-Mar-97
6.3.4.1.8 PPD - PDA comments received for PPD Introduction (1b)Draft 04-Mar-97
6.3.12.13.11 IOBCS PPD - PDA Approval of Final Draft 05-Mar-97
6.3.19.9 Pathway CS Acceptance Spec. to PDA 17-Mar-97
6.3.19.10 Review CS Acceptance Spec. with PDA 24-Mar-97
6.3.19.11 ICS Acceptance Spec. agreed with PDA 24-Mar-97
6.4.10.4 SMC Service - Management Review Complete 07-Mar-97
6.4.10.6 ‘System Management Deliverables from SORBUS complete and tested 07-Mar-97
6.4.10.7 Commission the SMC and the associated SMC Processes 19-Mar-97
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SMC Ready for Model Office 19-Mar-97
65.2.4.13 [Agree Contingency Plan Document with PDA 12-Mar-97
65.4.7 Model Office Support Service Available 14-Mar-97
65.5.2.6.8 _ IFootscray SIS Helpdesk System Accepted 28-Mar-97
6.6.35 Agree the Operation of other Systems linked to Pathway (CAR 523/2) 18-Mar-97
6.6.37 IBA POCL Agree Strategy of moving IGL sites to Live Trial 25-Mar-97
6.6.43 Define HD Contingency Plans for loss of facilities (Reqt 889-2) 17-Mar-97
6.6.52.10 I Quarterly Customer Satisfaction Survey - PDA Approval 27-Mar-97
3 CURRENT CRITICAL PROBLEMS
3.1 RE-PLAN AND CAPS MIGRATION STRATEGY
Imminent application by Girobank to re-negotiate their contract for Helpdesk
services - in the balance is the contract between CFM and Girobank for the
Wigan and Bootle data centres.
3.2 TRANSACTION PERFORMANCE
e Impact on APS transaction times as a result of printing two receipts rather
than using two-part stationery.
4 ISSUES
4.1 SYSTEMS MANAGEMENT
A question still remains on the ability of Tivoli systems management to carry
out everything required for the counter upgrade. A full evaluation is being
carried out in early March. It is likely that a site visit will be required for the
upgrade because of the requirement to replace the keyboard.
Ability of Tivoli to perform the software distribution role in terms of
performance and scaleability. We are awaiting a report on the visit by CFM to
Tivoli in the US.
Validation of software distribution scripts. This is awaiting approval by
Product Managers. Ron west is continuing development and testing in
Bracknell.
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© The current release plan and the Mode! officé requirements indicate the need
to provide systems managenient for 3 environments rather than 2. This will
be much more complex and error-prone than we would like.
© The strategy for Correspondence Servers is still-unclear and is impacting
production of recovery and disaster standby procedures.
4.2 CHANGE CONTROL
© The high volume and arrival.rate of change-proposals is seriously impacting
Customer Service staff and our suppliers workload. A longer lead. time is
required to process these effectively.
4:3 MANAGEMENT INFORMATION SYSTEMS
@ Severe difficulty in obtaining raw data from applications to input'to the SLA
management system.
© Release content for Release 1c MIS may be seriously deficient.
5 PERSONNEL
© The Customer Service OMR was concluded successfully and 1 intend to move
ahead with agreed changes in organisation structure, recruitment and’ team
responsibilities in carly March. 7
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6 SUMMARY IGL SERVICE REPORT - FEBRUARY 1997
6.41 PAYMENT / ENCASHMENT BREAKDOWN
Unencashed B/F I Authorised Payments Stops & Encashments Unencashed C/F Unmatched
Expiries Encashments
No Value No Value No I Value No Value No Value No Value
291 I 8388.10 I 3675, I 110337.00 I 47 [ 1198.30 I 2694 I $1525.30 I 1225 I 36001.50 Oo] 000
Bs]
6.2 CARD MANAGEMENT ACTIVE CARD VOLUMETRICS
(Calculated from information based upon card batches-acknowledged by the
Payment.card-helpline, as received by the post offices)
Description of Card status Number
Cards Essued this month 201
Cards Issued to date 1539
Inactive Cardholders B/F from previous moath A489
Cardholders with successful encashments during this month 992
New Cardholders with no encashments during this month but PAS benefit 53
available --cards not yet picked up from. post office
Existing Cardholders with’no encashments during this month but. PAS benefit . 77
available - cards picked up from. post office during previous month
TOTAL ACTIVE CARDHOLDERS . 1122
Cardholders with no encashments during this month and no PAS benefit 417
available - cards not yet picked up from post-office
TOTAL INACTIVE CARDHOLDERS 417
CARDHOLDER BASE 1024
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6.3 HORIZON SYSTEMS HELPDESK CALLS
Call Code Description No. of calls
during Month
2, Terminal Locked 1
3 Touchscreen Failure ]
5 Counter Printer Failure 3
6 Card Reader Failure 1
8 Entire System Failure 1
11 PAN/PUN Request 15
15 Corrupt Data at Post Office Counter 9
16 Payment Rejection 1
17 CAPS File Error 1
18 Duplicate CAPS File 1
19 Procedural Enquiry 2
20 Recénciliation Enquiry 3
24 POCL Chesterfield Call Enquiry 2
25 Test-Call il
26: Customer Engitiry 4
27 POCL General Enquiry 3
28 DSS-General Enquiry 1
29 Tnappropriate.Call 1
30 Duplicate Call 1
31 Wrong Number 1
32 PHL Enquiry 2
44 Re-issue Card Invalid 3
45 PUN Does not match Card 3
Total 71
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6.4 HORIZON SYSTEMS HELPDESK CALLS RECEIVED PER MONTH TO
28/02/97
Month Number
Sepr96 10
Oct96 28
Nov96 47.
Dec96 39
Jan97 70
Feb97 71
TOTAL 265
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6.5 PAYMENT CARD HELPLINE CALLS
‘Call Code Description No. of calls
during Month
101 Lost PUN 3
104 Lost Card 2
106 Damaged Card 2
107 Geiveral Card or PUN Enquiry 7
m3 Non Receipt of PUN 4
120 Gentral Guneme Commens 1
121 Change of Address 6
123 Entitlement Enquiry - Inappropriate 2
125 General Enquiry 4
126 Benefit Collection 4
127 €ard Encashments 3
128 Change of Name I
129 Card Enquiry t
207 General Card / PUN enquiry 5
210 Enquire upon Payment History 28
211 Stop Payment i
225 General Enquiry 10
227 Card Encashment Enquiry 3
228 Foreign Encashment Enquiry 1
301 Lost PUN 2
303 Damage PUN 1
304 Lost Card 1
307 General Card / PUN Enquiry
308 “Payment Eneashment Failure 4
309 Foreign Encashment Request 1B
312 Batch of Cards Received 85
313 Non Receipt of PUN 3
320 General POCL Comments 3
322 Gall Relevant to SIS‘Helpline - Inappropriate 2
323 Benefit Entitlement Enquiry - Inappropriate 1
325 Gerieral Enquiry 11
327 Query on Counter Payment Availability 8
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Call Code Description No. of calls
during Month
328 Stock of BES Receipt Required 2
410 Enquire Upon Payment History B
423 Entitlement Enquiry - Inappropriate 1
424 Transition Enquiry - Inappropriate 1
425 General Enquiry 37
426 Wrong Number 191
TOTAL 7 463
6.6 PAYMENT CARD HELPLINE CALLS RECEIVED PER MONTH TO
28/02/97
Month Number
Sepr96 5
Oct96 83
Nov96 191
Dec96 243
Jan97 344
Feb97 463
TOTAL 1329
6.7 FOREIGN ENCASHMENTS
At Post Office 13
By Pmt card 21
H/L
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Quality & Risk Report
1 MONTHLY SUMMARY
1.1 FRAUD RISK MANAGEMENT
e Review Release Strategy for FRM System; a CP is required for updating the
FRMSD and FRM Release docunients. .
¢ Impounded Cards PUNs and Temporary Tokens; a revised document has
been sent to the. PDA with 10" March agreed as deadline. for sign off.
e Extended Verification Procedures. A final version of the EVP paper has been
forwarded to PDA for review. .
* Apportioning Fraud Liability. A contact name has been supplied; work will
begin during March.
e Internal FRM procedures:
Fraud incident categorisation; a workshop is being held with
PDA for 6/7" March to’ agree categorisation. codes
Report production and scheduling; final draft. has been
circulated for cornment
Report change; final draft issued for comment
Internal investigation; first draft has been circulated for
comment
Analysis production and review; final draft has been circulated
for comment
1.2 RISK MANAGEMENT
e A full Risk Report has been prepared and submitted to Fujitsu. This has
included an additional-15 to calculate the total exposure. To summarise, the
projected total exposure based on the replan will reduce from £81 million in
January 1997 to £27 million by the end of December 1997. This is higher
than the original exposure calculation:
All risks included.
New risks have been identified from the replan, which have not
been sufficiently investigated yct to identify sufficient
mitigation actions.
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1.3 SYSTEM SECURITY
e Access Control Policy. ACP version 0.6 has been distributed for.formal
review by PDA, and internally. The PDA have been reviewing Section 8 of
the ACP in isolation. The ACP cannot becompleted at this time as some parts
of the technical solution are not complete or stable. An attempt-will be made
to sign off the unfinished ACP subject to further agreement on unstable areas.
e An updated version of the Security Functional Specification has been
produced to reflect recerit changes; Energis, cryptography, virus coritrol. A
CP is to be raised and approved before despatch to.PDA for approval.
e Security release contents for R1b and R1c have been agreed with. Jeremy
Folkes (PDA) stibject to Steve Warwick and Alan Ward providing-written
assurance around OPS.
¢ Security Audit requirements. Peter Harrison has circulated a new version of
the Audit Policy for internal. review.
¢ Security development. Significant support has been given to Programmes
during February to establish control of security developments. In order to
achieve this, a Secirity Components document has been.created to describe
the various hardware, software and network-elements which make-up the
Pathway solution..For each element, the security to be applied*is described
and the release in which it is required. Regular review meetings are now
being held with Development to monitor progress and progress actions.
* Key Management. A further redesign has had to be considered as.a result of
shortcomings in the card reader in the lift keyboard.
© Disk file encryption products. TeamCrypto has been selected a the preferred
product and performance evaluation is being undertaken at Bracknell (TSC).
¢ A further meeting took’ place. between Pathway, Sequent-and CFM to co-
ordinate the implementation of the required UNIX / Oracle énvironment(s) in
the Data Centres.
e Firewalls. An internal firewall meeting took place. Alan Ward’s tear has
assumed responsibility for specifying products on agreed nétwork links. We
have agreed to sponsor an ‘independent’ review of the.network with the
following mandate:
To determine and report on the vulnerabilities within. the
Pathway hétwork environment and at its extremities;
To identify and report on appropriate firewalls and/or
other security measures to mitigate the vulnerabilities
identified in 1
From which Pathway can formulate a policy forthe
deployment of appropriate equipment and facilities.
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e Horizon Security passes; a process has been developed and implemented by
which the production of Horizon Security Passes to enable Pathway third
parties access.to PO Counters is co-ordinated by the Pathway Security
function.
e Girobank physical security; CFM are pursuing the feasibility of Vesda smoke
detectors allied with dedicated fire-fighting Girobank personnel as a solution,
to the ongoing fire suppression issue in Bootle and Wigan. BAP has proposed
that penalties should: be considered if adequate fire suppression is.not
provided.
1.4 INTERNAL SECURITY
1.5 QUALITY
¢ Complaints / Escalation Process has been circulated in draft form for
comment.
© Quality Policies have been reviewed as basis for'input to On Line Standards.
© Progress and. Plans for documentation definition and implementation have
been reviewed with Customer Services and Business Development. Some
slippage is apparent; but plans are still consistent with completion of process
definition documentation by the end Q2 97.
® Strategic Business Model. Familiarisation with Optionfinder Self Assessment
package has been undertaken. A.self assessment workshop has been
conducted with.a. group of Pathway managers as a dry run. A workshop with
the senior management team took place on 3 March. The results will
provide a useful contrast of perspective and will be reported next month.
1.6 PROCESS MANAGEMENT
e Process Audits. The Development Audit is now 90% complete, with one
major area outstanding. The results will be reported next month.
e Release Management. We consider that the process is complete.
© New Product / Service Introduction. We are still encountering delays with
PDA.
e Reference Data Management process development. Definition of the process
within the Pathway, boundary has begun. PDA are undertaking a number of
internal workshops.
¢ Customer Requirements processes / CAR’s. An initial meeting with PDA has
kicked off development.
¢ Process Definition Standard. Now in Online Standards as.a Product
description.
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e Upgrade Online Standards. Release 4 completed.
e Planning / reporting processes (PRINCE). Work has started on defining
Product Descriptions.
e Project Crack the Whip. A project to improve. Pathway’s internal-document
and email control has been initiated.
‘1.7 CRISIS MANAGEMENT AND INSURANCE
1.8 STAFF
1.9 ACCEPTANCE
e Barry Procter /-Martyn Bennett. now have responsibility for Test Management
of:
End to End Service; initial thoughits against test criteria
circulated
Security (which includes contingency); Acceptance Test
document draft circulated for review.
1.10 KEY MEETINGS
e Girobank. A meeting was held with Girobank:mariagement responsible for
FRM, in order to discuss performance during 1996 and. strategy for 1997.
‘Catch up” actions were agreed to provide documents required by Pathway.
-The replan and implications were discussed in terths of reduced workload. I
agreed to produce a workplan for 1997 and discuss carly April before
initiating any contract negotiations (this was viéwed realistically).
e PDA. A review of Sécurity and FRM was conducted with Gareth Lewis and
Jeremy Folkes, at which requirement, documentation, development and test
issues were discussed: This will be a regular (monthly) forum.
2 PROGRESS
2.1 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING FEBRUARY 1997
e There are no Quality & Risk Release 1 milestones scheduled to complete
during February.
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2.2 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE TO
COMPLETE DURING MARCH 1997
Develop Disaster Recovery Procedures 27-Mar-97
Agree Fraud Incentive Reward Scheme 27-Mar-97
[Agree process for Fraud Liability 27-Mar-97
jAccesss Control Policy complete and agreed 27-Mar-97
Re-issue and agree Security Functional Specification 07-Mar-97
Analyse Special Risks 27-Mar-97
© 9.1.2.14 - Agree Fraud Incentive Reward Scheme, Very unlikely to achieve;
PDA very slow in accepting responsibility
e 9.1.2.16 - Agree process for Fraud Liability, Very unlikely to achieve; PDA
very slow in accepting responsibility.
© 9.3.1.1.4 - Re-issuc and agree Security Functional Specification, Revised
target to end March.
3 CURRENT CRITICAL PROBLEMS
« CESG have informally advised us (and PDA have officially confirmed) that
the Red Pike algorithm is inappropriate for encrypting ‘RESTRICTED?’ traffic
to and from people’s homes in Northern Ireland. The secure solution
proposed for CFM technical support from home relies upon Red Pike. We
must seriously and urgently consider alternative arrangements for providing
Sequent/Unix & NT support out-of-hours support from mainland UK.
4 ISSUES
© The work load, particularly for Risk Management, FRM and Security
continucs to grow. I am now recruiting two additional staff - a Risk
Administrator and Security Analyst (within headcount budget).
Siting of the FRM / Security secure area is still under consideration.
5 COSTS
¢ No relevant information is currently available in sufficient detail to report on
costs against budget for February.
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Business Development Report
1 SUMMARY
1.1 GENERAL
© Replan activitiés being: finalised now allows us to make progress again,
especially in relation to detailed costings and plans for the advertising and PR
work.
© Although training is ‘wrapped up’ in the replan commercial proposal, we
continue with Peritas‘and POCL to look at ways of ameliorating the
additional cost of the extended training.
© Migration continues to be:another irritating hang-out. I believe there is a way
forward and a meeting on 7/3 will progress this.
© Business Development initiatives continue. Magistrates Courts has been
identified by the ICL account team as a potential revenue earner across the
Post. Office counter.
“© Management of Change continues to progress. Good work with the POCL
management of change programme. Also significant input into training, user
awareness and evaluation. .
e Management Awareness events have received very good feedback and have
been a success.
1.2 MARKETING COMMUNICATIONS
1.2.1 CUSTOMER EDUCATION
e ICL Pathway’s recommendations for customer education were-submitted on
15 January. Feedback was received, albeit partial. The activity of submitting,
the recommendations revealed the extent of the PDA disagreement with our
customer education planning (and therefore costing) assumptions.
° A contractual meeting to discuss the variances is scheduled for 6.3.97.
e Until this meeting is held all of the PDA team are refusing to meet and plan
communication. However, now that the next stage of the -itnplementation is
clarified; some progress will be made with the PDA.in teriis.of setting real
deadlines by which information is needed. The real challenge is to get the
PDA to agree any timeplans and to identify how the various sub-groups add
value to the CWG or CSC. I have raised this issue-with Mena: Rego and am
arranging a meeting with her to discuss. The real challenge is to influence the
BA side.
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¢ We will now procced with detailed costings for the communication
programme for the rest of 1997 now that re-plan is bedding down and the
specifics of the 2,200 offices are known. We are also costing the impact of
CAPs delays. We will also cost.the extension of the McE & FD contract.
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1.2.2 SPECIAL INTEREST GROUPS
¢ Plan completed covering all key deliverables and production schedules.
Chrissie is trying to get PDA agreement.
1.2.3 PRESS PLANNING
e Most key deliverables have been drafted: no PDA agreement as yet.
¢ No further progress on their acceptance of our crisis Communication plan. and
how they relate to our processes.
¢ We intend to up the ICL Pathway profile independently of the PDA: We will
be targeting the business, quality and trade press. Target start date is June.
1.:2.4 INTERNAL COMMS
¢ As.our involvement here is less cléar (contractually) than elsewhere, progress
is less certain. However, Andrea.has.met with all key: contacts to start a
systematic approach and has been invited on to their sub-group on BA
comms.
e Ajl sponsor publications are now received and have béen. analysed in terms of
audience, frequency and copy déadline. As a result, a list of stories, (with
relevant timings and the magazine for which they are suitable) which convey
our key messages, has been drawn up: we hope to get the PDA to accept
theseas “a good idea” for which they can claim credit!
© The matter of how BA & POCL intend to communicate the procedural
changes of the Card is quite:;complex: PDA Comms are barring our
involvement, but as this isa training issue we are talking to training from the
perspective of how sponsor training can be supported by internal comms.
e Starting to talk to sponsors etc about Internet profile.
e Am still awaiting feedback on. the involvement of thé Sub-fed.
1.3 BUSINESS DEVELOPMENT
¢ First Client Launch Day in Marketing Suite - revised,agenda which works
well, and has tangible outputs and deliverables.
© Top team approval of Strategic Partnership document. In addition, a number
of useful discussions and follow-up meetings came out of Hedsor session.
© Selection of Business Development. Manager progressing.
© Progress on Mails (although slow-and painful - we now understand reasons for
delay and are addressing), smartkey, bée-keeping, and scorécard mappings.
¢ EFTPOS‘requirement progressing. ITT for merchant.acquirer issued by POCL.
We are costing the development impact.
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* Household budgetting has surfaced pushed by the Water Services Association
and by BA who are keen to get rid of their Diréct Deduction free service.
1.4. MANAGEMENT OF CHANGE
e The Management Awareness programme is:nearly complete . By the end of
February, 17 events out of a planned 18, in this phase, will have been
completed. The events are undergoing continuous improvement and all have
been very well received. Following Stuart Sweetman’s statement at the PSC
that-he “ now owns the events” I have agreed with Mena Rego and Bruce
MeNiven that we will:issue an invoice to Bruce who will handle it:
° We have been asked to run a Management Awareness event in Chesterfield.
We are discussing terms and conscious that this will be a difficult audience.
e The Management of Change Strategy has been accepted by Lesley Lawson
and Chris Robinson (French Thornton) as the Horizon part of the overall
POCL Change’ Management Strategy (which is not yet-documented). It is a
document that itself will undergo change but-will satisfy the action received at
the Partnership Workshop for a jointly agreed Management Of Change
Strategy.
* Dave Smith will take over lan Gibbard’s old position under the title of Head
of Automation Transformation from April 97.
© French Thornton’s findings include the fact that. Retail Network Managers
currently have planned demands on their time equalling 140% of actual time
available. They are therefore reviewing with Stuart-Sweetman the RNM’s
role.
A lot of work has‘been done on the User Awareness events, and following the
dry-run with PDA I am quietly confident that they will be successful.
Ongoing work will undoubtedly be needed.
e Due to work on Help Desk rationalisation, a large opportunity with Help
desk provision-has been discovered with Post Office group perhaps totalling
30 million calls per-annum. Steve Muchow is the key. contact.
e The concept of Regional User Satisfaction managers has been discussed with
allthe RLMs. As a consequence 2 mini-projects have started:
Greg Couper is working on Information Flow with the
RLM for North-East. The objective is to understand what
information the POCL regions eg the Regional General
Managers, Liaison Managers and Retai] Network Managers
+ will require to play their part in the project effectively.
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Jacqui Haxton is working on Red/Amber/Green with the
RLM for the South West. The objective is to develop a
process which identifies those Post Offices that will need
extra help to ensure they are successful (Amber): Red
offices will include serious contractual issues that can only
be resolved by POCL.and Green offices-are those which
should ‘pass smoothly: through the Implementation Process
without needing any further attention. Jacqui will also
document the regional structure:and responsibilities as well
as working closely with an RNM working group for Live
Trial.
e A meeting has been organised between Bruce McNiven and Dave.McLaughlin
from PDA and Steve Muchow, Peter Burden, Dave Fletcher, Dave Groom
and Steve Cowburn to discuss Evaluation and User Satisfaction. The objective
is to define our joint approach and understand roles and responsibilities.
¢ An Horizon demonstration video has been agreed verbally with Bruce
McNiven (written confirmation in hand), This will be used by RLMs and
RNMs to illustrate system capability. £15K has been agreed as an outline.
figure pending firm quotations.
1.5 CLIENT MANAGEMENT
¢ The main event requiring the Pathway. exhibition. stand was the POCL
Regional event on Sunday 23/2; This was extremely well received and “over-
the-top” thank-yous have been‘received from Fiona Anderson (RLM).
e A further mecting with Microsoft was held where the Riposte system was .
explained to Richard Wilderspin. He is going to visit FELO1 (14:30 9/4) for
a demonstration of the system.
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e Cards: War Pensions variants remain outstanding although the consultants
were appointed in Nov 96. Tangible designs for DLR to work on were
promised for the end of the month but, in the event, they are now promised
for 14/3. Given that DLRCT receive the designs on 14/3 then approval
should be completed by the end of June (23/6 current target).
1.5.1 NFSP
© Colin Baker has agreed to pay the outstanding invoice of £2.5K in early
April. Sorbus are currently bidding for their h/w & s/w support contracts.
However, they (Sorbus) may decline the s/w unless they can avoid some old
applications which are still running.
1.5.2 FUTURE EVENTS
© Preparation is complete for the ICL Showcase (3 day) event at the Radisson
Hotel 10-12/3.
© Plans are underway for the Pau] Rich et al briefing on 25/3 by ICL Retail.
1.5.3 CARDS & TOKENS
© Activities on the War pensions will continue for some months. However,
activities on the temporary tokens (secure paper/hologrammed....) and the
postmasters’ smart cards will ramp up during the coming months.
¢ Develop BA contacts. Martin Johnston is initially visiting Bev D’Alessio &
John Down 7/3 to see how we might progress this and a general interchange
of views.
1.5.4 STOP PRESS
© Pat Kelsey has agreed to pay £7.2K towards the card redesign work of last
September. A major achievement in that this is additional to any contractual
obligations and an admission that they have been a contributor to re-work on
our part.
2 PROGRESS
2.1 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE FOR
COMPLETION DURING FEBRUARY 1997
5.2.2.3 Ory Run User Awareness programme - BA 28-Feb-97 28-Feb-97I ‘Comptet
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2.2 LEVEL 1 MANAGEMENT OR HANDSHAKE EVENTS DUE TO
COMPLETE DURING MARCH 1997
10.6.1.24 I Approve Rollout Creatives 24-Mar-97
10.6.1.27 [Communication Steering Committee comments on plar/proposals 24-Mar-97
10.6.2.7.4 IRadio - Final script approval Client sign off 28-Mar-97
Work is continuing on Release 2 and handshake and Level 1 milestones will be
included within this report on completion of the integrated Release 2 plan.
3 CURRENT CRITICAL PROBLEMS
None
4 ISSUES
¢ Migration and “going live” are still a key area of concern. A letter from Bruce
McNiven clearly states the PDAs understanding of the contract that migration
is a Pathway responsibility. This could have serious resourcing and cost
implications. Strategy now adopted and meeting taking place Friday 7" to
discuss.
¢ Delivering User Satisfaction is a responsibility that is not clearly understood.
The implementation teams are not focusing primarily on it, whereas the
service teams are expecting it. It is imperative for both teams and ICL
Pathway in general that User Satisfaction is actively managed and clelivered.
Funding will be an issue.
e Political/sensitive nature of all client re-engineering is becoming clear;
presentations to DNS Union Reps, presentation to Chesterfield. Needs
careful management and will require increasing support from MarComs (PR
management) which is not in current MarComs resource/budget plans. This
represents the most likely route for project leaks if we do not work closely
with clients PR areas.
e Re-plan activities have been leaked by Girobank the supplier to Girobank the
client. We need to plug this leak for MarComs (PR management), BusDev
(Involvement on Bee-keeping as a partner), and credibility reasons. Richard
Banks is raising re-plan impact at his meeting with Stuart Sweetman on 19/3,
and if Stuart Sweetman deduces that there is an ICL Pathway leak he (or Paul
Rich) is likely to discuss/write to JHB, who accordingly needs to be briefed.
That said, we need to plug this leak sensitively, otherwise Girobank the client
will stop telling us what they have heard from Girobank the supplier.
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5 COSTS
e Business Development continues to operate within budget taking into account
the deferred expenditure due to the re-plan.
© I have also undertaken a full review of the.’97 budger with Finance and
Programmes group to ensure accuracy with the overall plan. This has not
uncovered any major discrepancies.
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International
Sales Report.
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International Sales Report
1 SUMMARY
Australia Post have signed a letter of intent with Escher to use Riposte for their
next generation of counter automation. They have an aggressive programme of
implementation with full roll-out planned by January 1999 to overcome critical
year 2000 issues in their current systems and support their business development
plan. As part of an overall trend towards insourcing IT, Australia Post will
manage this project.themselves supported by existing developmient staff from
Unisys. As part-of'the contract Escher will conduct a design study during March
and it is planned'that ICL Pathway will be involved in this, which may lead to
further consultancy work.
Negotiations for’a joint agreement on international sales witli An Post and
Escher are marking time whilst the full implications of the Australia Post deal
are worked through. A,review of our position has. been scheduled with a
Pathway International Sales Board on 7" March and with Keith Todd on 14”
March.
Our proposal for-a.design study at Deutsche Post (led. by Fujitsu Germany) is
progressing well and they plan to visit us in April.
We continue to develop interest from the Japanese Ministry of Post and
Telecommunications (MPT) along with the Fujitsu account team. MPT have
appointed the Namura Research Institute as consultants and they will visit us on
21" March.
We expect a decision on our joint bid with British Postal Consultancy Services,
_An Post and ICL Bulgaria. by the end of March, following a change in
Government.
2 PROGRESS
There are no handshake milestones-affected by international sales.
3 CURRENT CRITICAL PROBLEMS
None.
4 ISSUE
The Australia Post’s demands on Escher are likely to conflict with ICL
Pathway’s demands. We will need to be extra vigilant to ensure that our needs
are clearly understood and our milestones are achieved.
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Organisation
& Personnel.
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Organisation and Personnel
1 MONTHLY SUMMARY
¢ During February the Personnel finction moved into an important transition”
period. Melanie Lyng joined as Personnel Operations Manager, which
together with the. existing outsourced service providers, brings the team up to
strength. This will ensure the continued. delivery of a quality Personnel
service whilst key initiatives aré now developed.and implemented to tackle
the significant HR and OD issues facing Pathway.
- © There have been some notable successes in transferring key players to the
Pathway payroll. These people are long terni-internal contractors/consultants
who-attract very significant cross charges to Pathway.
e A proposed framework for the management 6f Pathway’s contractor
(freelancers) resource has been submitted to Programmes for consideration.
The proposal was jointly developed with Higher Skills and demonstrates the
successful movement towards a partnership approach with this. key staff
supplier.
« The Pathway Management away ‘day at Hedsor proved to be'very producti
despite the distraction of critical replanning negotiations running in parallel.
The output from the day is now documented and. follow through will be
established during March.
¢ An organisation review of Customer’Service was held and-structural changes
will be implemented in this Function during March.
e There has been considerable activity relating to the design and management
of the joint PDA/Pathway management away day to be held in early March..
The event will focus on creating opportunity to enhance the relationship
between the two organisations:and consultancy:support will be provided by
Steve Carter.
2 PROGRESS
e There are no handshake milestones affected by Personnel
3 CURRENT CRITICAL PROBLEMS
None
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4 ISSUES
e The implementation of a contractor management strategy-is essential if
Pathway is to avoid significant resourcing is: in the latter half of the year.
As mentioned aboye, a proposal has been submitted and this needs to be
urgently converted into a set of deliverables:
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