FUJ00058209
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ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/PER/013
Version: 1.1
Date: 150598
Document Title: SERVICE REVIEW - PERFORMANCE STATISTICS
Document Type: SERVICE REVIEW - MAY 1998
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1% to 30" April 1998. Issued for review by the Service Management Review Forum.
Status: Draft
Distribution: Service Management Review Forum Stephen Muchow
(Hard Copy) Peter Burden Martin Riddell
Peter Robinson Tony Oppenheim
ICL Pathway Library
Distribution: As above plus:
(Electronic Copy) ICL Pathway Management Team ICL Pathway CS Management Team
ICL Pathway Suppliers (Part) Richard Brunskill
ICL Pathway Library
Author: Deirdre Murrow, Information Analyst, Customer Service
Approval Authority: Stephen Muchow, Director Customer Service
Signature: Date: 15.05.98
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CONTENTS
0. DOCUMENT CONTROL
4. INTRODUCTION
2. I MANAGEMENT SUMMARY
3. ROLL OUT & IMPLEMENTATION
4. TRAINING SERVICES
5. HELPDESK SERVICES
6. CARD & PUN MANAGED SERVICES
7. CALL TO RESOLUTION
8. NETWORK SERVICES
9. ACCOUNTING & RESOLUTION
410. TRANSACTION SERVICES
41. SYSTEMS SERVICES
42. OPERATIONAL SYSTEMS
43. BPS MIS REPORTS
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“Dates 15.05.98
0.1 DOCUMENT HISTORY
Version Date Reason
0.1 16.07.97 _IInitial Draft with limited circulation & issue for review
0.2 27.08.97 _IDraft for first Service Review and evaluation within the Service Management Review Forum
0.3 16.09.97 [Amended by Service Review Forum (August) input.
0.4 10.10.97 [Amended by Service Review Forum (September) input.
0.5 11.11.97 [Amended to reflect SLA profiles arising from Rel 1C implementation
0.6 17.12.97 _IMinor changes with introduction of Release 1C reports.
0.7 19.01.98 IBPS MIS Reports included
0.8 13.02.98 IBPS MIS Reports deleted - issued via Electronic Route.
0.9 13.03.98 [Amended by Service Review Forum (January) input. Includes new Management Report (Section 2)
1.0 14.04.98 IAmended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes.
0.2 ASSOCIATED DOCUMENTS
VersionI Date Title
0.1 02.07.97 IBusiness Performance SLA Listings
0.9 13.03.98 IR1C Operations Report
0.3. ABBREVIATIONS
BA Benefit Agency PAS Payment Authorisation System
BPS Benefit Payment System PCHL Payment Card Help-Line
CAPS Card Automation and Payment Strategy PMS Payment Management System
CMS Card Management System PUN Pick Up Notice
DSS Department of Social Security POCL Post Office Counters Limited
EIS Executive Information System SLA Service Level Agreement
IT Information Technology SLAM Service Level Agreement Monitor
MIS Management Information System TBN To be Notified
MAL Minimum Acceptable Level TMS Transaction Management System
NINO National Insurance Number TRL Termination Review Level
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0.4 GLOSSARY
For ease of use the glossary of terms used in this review book are classified by the main reporting groups against which they
appear:
« HELPDESK SERVICES
General: All enquiry type calls made to the PCHL Where directly related to the delivered Horizon solution they
are integrated with the owning class (i.e.: DSS, POCL, Customer). Where the enquiries are from
Beneficiaries, but do not relate to the delivered Horizon solution, they are integrated into class 4
(Other).
Other: Contains ‘Other’ enquiry type calls as defined above plus all calls made that arise from ‘Inappropriate’
calls such as ‘wrong telephone’ number connection.
POCL (Non-Serv): All calls placed with Horizon System Helpdesk that embrace non- System Service calls (currently
equates to Implementation, Environmental, Training, Advice & Guidance etc.)
POCL (Serv): All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates
to Hardware, Software and Network).
H/W: Calls diagnosed as relating to a system hardware fault.
NW: Calls diagnosed as relating to a system network fault.
SW: Calls diagnosed as relating to a system or application software fault.
« CARD & PUN MANAGED SERVICES
Issued to POCL: Rolling Cumulative of Actual Cards Issued during roll-out. Aggregated Monthly.
Active: Cards which have been used for the cashing of benefits during the reporting period. Aggregated
Weekly.
« CALL TO RESOLUTION
‘A’ Priority: Logged calls that reflect a fault which has ‘resulted in substantial impact on all automated counter
positions in the outlet’.
‘B’ Priority: Logged calls that reflect a fault which has ‘resulted in substantial impact on an automated counter
position, but not all automated counter positions in the outlet’.
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e OPERATIONAL SYSTEMS
Cumulative: Service level achievement, as a percentage, of the total actual time operational system has been
available to deliver service.
Discrete: Service level achievement, as a percentage, of the total actual time loss in discrete values of 15
minutes. When active will result in a percentage value of 0% and be declared as a discrete number
representing the ‘blocks’ of 15 minute time intervals occurring during relevant system failure.
« NETWORK SYSTEMS
Branch WAN: Represents the ISDN communications link into the post Office outlet.
Client Links: Represents the communication line to/from the BA/CAPS and the Backbone Network.
Backbone: Represents the network that provides connectivity between Client Links/Data Centres/Post Office
Outlets and Post Office Outlets/Data Centres/Client Links.
0.5 CHANGES IN THIS VERSION
All previous references to PMS/CMS HelpDesk are now referred to as PCHL (Payment Card Help-Line).
Horizon HelpDesk is now to be referred to as Horizon System HelpDesk.
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1. INTRODUCTION
1.1. APPROACH
This document contains those reports and information necessary for the Service Management Forum to review delivery of the
contract by ICL Pathway.
The issue of this document is an interim solution to meet the need to have data presented at the Service Review Forum and as
such will have a short life span. It will be replaced during 1998 by the issue of a Service Review Book direct from the ICL
Pathway Customer Services Service Level Agreement Monitor (SLAM).
Until such time as SLAM Review Book establishment circulation in this current draft format will be limited and controlled
by the Author.
1.2 INTERPRETATION
Interpretation of data, beyond report label classification, can be further qualified by the author as required.
1.3 REVIEW BOOK CONSTRUCTION
This book is sectioned by those key areas against which initial Service Management Reviews will be conducted. Within
each key area there can be presented up to four elements comprising of:
Volumes & Profiles (Optional)
Service Performance (Mandatory - where applicable)
Exception Reports (Where applicable)
Ad-Hoc Reports (Where applicable)
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2. MANAGEMENT SUMMARY
GENERAL
Programme Live Operational
Status Outlets Counters
30 April 1998
Comments
5:
The implementation of Release 1C brings with it increased reporting activity relating to SLA’s. Additional
reports being established are listed within this Review Book, under their relevant Sections, against the
classification of TBN.
April Service Performance, against reported SLA’s, are showing specific detailed performance levels in their
respective Sections. Overview shows:
Help Desk Services - CMS 5min Level 1 Resolution SLA met.
Other PCHL and HSHD Level 1 SLA’s remain below MAL but are
improving.
Card & PUN Managed Service - All SLA’s met.
Call to Resolution - —_ High level of calls due to known incidents now resolved and call coding
scrutinisation.
Network Services - All SLA’s met.
Accounting & Resolution - Improvement in Service Levels evident with 3 of the 4 SLA’s met.
0: Operational Systems - All SLA’s met.
Description
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Document Title:
Abstract:
Distribution:
Document Status:
Author:
Approval Authority:
Signature:
Release 1C Operations Report - April 1998
This is one of a series of documents which presents a monthly report on the status of the Horizon Service and any
operational problems or issues experienced.
Issued as part of “Service Review - Performance Statistics” (CS/PER/013)
Definitive
Peter Burden, Customer Service Manager
Stephen Muchow, Director, Customer Service, ICL Pathway
Date: 13.05.98
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a 1505.98
1. Summary.
The Release 1C service remains stable with no major new problems being experienced.
Five problems have been closed off during the month.
2. INew Problem Reports
None.
3. WIP Update
3.1. Authentication of Users to Helpdesks - One Shot Passwords
Discussions between Pathway and PDA Security have brought agreement on a procedure close. Dave King has requested that a
formal Change Proposal be raised to cover the process. This CP has now been raised and issued for impact within Pathway.
Forecast closure - July 1998.
3.2 Cards expiring at Post Offices before being collected
Existing beneficiaries are being nominated for new cards long before their current order books expire. In cases where benefit is
paid four-weekly, the trigger point used by CAPS is 8 weeks in advance of the last foil being used. The system is required to
expire uncollected cards after 56 days (8 weeks) and so in many cases the card expires as soon as it is received at the post
office. As a temporary measure in order to reduce unnecessary cost and inconvenience to customers and post masters the card
expiry time has been set to 90 days.
The next steps are for CAPS to raise a CR to formalise the temporary measure and then produce an optimum requirement in due
course.
3.3. Card Batch Reconciliation Procedure at Post Office
Card batch reconciliation is the process currently carried out by a post office clerk on receipt of a new card batch from De La Rue
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4.2
4.3
Card Systems, prior to issuing a card to a customer. The purpose of this process is to check the integrity of the card batch.
Recent experience suggests that card reconciliation at the post office is onerous and time consuming for the post office clerk,
delays the issue of cards to the customer, and incurs an unnecessary cost for Pathway. Cards are being swiped through several
times. This causes a card and PUN re-order because the system then believes the card to be faulty or the card reader is faulty
(known as a Surplus to Batch Problem).
Action is required to reinforce the Batch Reconciliation Procedures at post offices.
CCN232, which seeks to modify this process at NR2+, has been submitted to the PDA for approval and comments have been
received. Following subsequent discussion with PDA it has been agreed that version A of CCN 232 will be raised and will be
supplemented by sample PPD text - this is scheduled for early June.
Forecast closure - July 1998
Closed Since Last Report
ABED Issues - Increase in Cash Account Errors
Because it can take several weeks or indeed months for information to feed through from POCL Chesterfield, it will be still be
some time before the results of implementing the ‘lost transaction’ fix can be assessed in respect of the cash account errors.
No system time-out issues in April and thus fix deemed to be effective. Problem closed.
Frozen half screen
Some Post Offices experienced a loss of half their screen on 20 March. Generally the remedy was a simple reboot at the counter
effected by the user.
The root cause was a memory leakage issue and a fix has been applied to all counters. Problem closed.
Premature software distribution
A software distribution was accidentally distributed to Post Offices on the afternoon of 25 March, rather than waiting until the
evening. 11 Post Offices raised a call as the download had caused a blue screen problem.
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4.4
4.5
Steps have been taken to ensure that accidental distribution cannot recur. Problem closed.
Printer firmware issue
Printers returning from the repair loop were not set up with the appropriate firmware settings. This had led to some postmasters
having to reset the printer, under advice from Horizon System Helpdesk.
The appropriate settings have now been confirmed to Ithaca (the printer supplier/repairer) and the problem will not recur. Problem
closed.
Stopped BES Transactions Reported to BA
Problems reconciling stopped BES transactions reported via the CBoS reports to BA against the actual confirmed stops sent back
to CAPS. When a stop is placed by the PCHL the AP record is deleted from PAS and reported as a stop on the main CBoS
reconciliation report. Only when the electronic confirmation is received from BA can we return the item to them as a ‘confirmed
stop’. This delay should only be for a period of 24 hours but in practice BA have been failing to send the stops confirmation to us
so we have been returning stops up to 1 or 2 months after they have been reported.
BA have set up a process to ensure that PCHL stops are actioned by themselves in a timely manner. However we have identified
the need to provide a daily stop reconciliation which compares to number and value of stops reported against the number and
value of stops received.
Pathway Business Support have put together a matrix of daily stops applied by PCHL and, for the duration of 1C, are sending this
to BA to ensure the required files are sent for reconciliation. At R2 this will be done automatically. Problem closed.
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Vers 1
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3 ROLL OUT & IMPLEMENTATION
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
D2D101
D2D102
SOXL102
SOXL103
WT101
WT102
WT103
WT104
Operational Outlet Volumes
Operational Counter Volumes
Stock Availability
Failure Rates - Shipments
Installation Services - Support
Installation Services - Timeliness
Site Survey - Completeness
Site Survey - Audit Compliance
Site Preparation - Timeliness
Site Preparation - Completeness
14
14
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
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ROLL OUT & IMPLEMENTATION
Overall Comments
‘SLA’s relating to this section are listed and reporting will commence post- Roll Out changes.
In addition any SLA not being available for presentation to the Service Review Forum in the above time-
rame will be declared with reasons for such a status as well as a forecast date for presentation.
Report Page Review Status
Report Page SLA Forecast
3.3 TBN _Stock Availability Roll Out Start
3.4 TBN __ Failure Rates - Shipments Roll Out Start
3.5 TBN__Installation Services - Support Roll Out Start
3.6 TBN _Installation Services - Timeliness Roll Out Start
3.7 TBN _ Site Survey - Completeness Roll Out Start
3.8 TBN __ Site Survey - Audit Compliance Roll Out Start
3.9 TBN __ Site Preparation - Timeliness Roll Out Start
3.10 TBN__Site Preparation - Completeness Roll Out Start
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3.1&3.2 I OPERATIONAL OUTLET & COUNTER VOLUMES
400
350
300
250
m Live Outlets
No. 200 li Live Counters
150
100 }—
50 +
o-
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Live Outlets - - - 208 205 205 205 204 204 204
Live - - - 346 335 335 335 334 334 334
Counters
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4 TRAINING SERVICES
41 - Training Event Volumes TBN
4.2 PE201_ Training Course - Availability TBN
4.3 PE202 Training Venue - Quality TBN
4.4 PE203 Training Course - Quality TBN
4.5 PE204_ Training Course - Cancellation TBN
4.6 PE205 Training Course - Competence Levels TBN
4.7 PE206_ Training Course - Feedback TBN
4.8 PE207_ Training Course - Delivery TBN
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TRAINING SERVICES
Overall Comments
SLA’s relating to this section are listed and reporting will commence post- PO Roll Out programme.
Report Page Review Status
Report Page SLA Forecast
4.2 TBN ___ Training Course - Availability Roll Out Start
4.3 TBN __Training Venue - Quality Roll Out Start
44 TBN __Training Course - Quality Roll Out Start
4.5 TBN __ Training Course - Cancellation Roll Out Start
46 TBN ___[Training Course - Competence Levels Roll Out Start
47 TBN __ Training Course - Feedback Roll Out Start
4.8 TBN ___ [Training Course - Delivery Roll Out Start
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5 HELPDESK SERVICES
5A PCHL
5.1 - PCHL Calls - Predicted -v- Actuals 20
5.2(a) - PCHL Call Profiles - ‘A’ 21
5.2(b) - PCHL Call Profiles - ‘B’ 22
5.3 GB201/GB205 PCHL Telephone Answering (20 Secs) 23
5.4 GB202/GB206 PCHL Telephone Answering (40 Secs) 24
5.5 GB203/GB207 PCHL Telephone Answering (Abandoned) 24
5.6 GB204/GB208 PCHL Telephone Answering (Engaged) 24
5.7 GB210 CMS Helpdesk - First time Resolution Level 1 (5 Mins) 24
5.8 GB211 CMS Helpdesk - First time Resolution Level 1 (10 Mins) 24
5.9 GB212 PAS Helpdesk - First time Resolution Level 1 (5 Mins) 24
5.10 GB213 PAS Helpdesk - First time Resolution Level 1 (10 Mins) 24
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5B HORIZON SYSTEM HELPDESK
5.11 - HSHD Call Volumes 25
5.12 - HSHD Call Profiles - POCL 26
5.13 - HSHD Call Profiles - DSS 27
5.14 $0201 HSHD Telephone Answering (20 Secs) 28
5.15 S0O202 HSHD Telephone Answering (40 Secs) 28
5.16 SO203 HSHD Telephone Answering (Abandoned) 28
5.17 SO204 HSHD Telephone Answering (Engaged) 28
5.18 SO205 HSHD First Time Resolution - Level 1 (5 Mins) 28
5.19 SO206 HSHD First Time Resolution - Level 1 (10 Mins) 28
5.20 SO207 HSHD First time Resolution - Level 2 (30 Mins) TBN
5.21. SO208 HSHD First time Resolution - Level 2 (45 Mins) TBN
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HELPDESK SERVICES
Overall Comments
PCHL call logging to be subject of a CP implementation to eliminate incorrect coding analysis. The CP implementation
required is now in place and will be available for analysis in the June Service Review.
“Invalid” PCHL calls have been significantly reduced due to the CP which was implemented on 7" April and is now at a level
of under 6% compared to the previous month’s level of 20%.
The significant reduction in the level of Advice and Guidance coded calls made by POCL to the Horizon System Helpdesk
during April, is as a direct result of the Horizon System HD call coding re-evaluation and scrutinisation. This also contributes
to the overall proportional increase in Service coded calls made by POCL to HSHD.
POCL Horizon System HD calls regarding Operations has remained reasonably high due to the number of Cash Account
problems reported.
IThe non-answered call time is no longer recorded due to the Service Review Forum’s agreement to the Answered Calls
service target for both PCHL and Horizon System Helpdesk.
Horizon System Helpdesk Level 2 call statistics are subject to final evaluation for issue post-April 1998.
Report Page Review Status
___5.1___I 20 __ Actual call volumes fell during the month of Apri,
5.2(a)&(b) 21. IPCHL call volumes are currently subject to research activities to ensure correct mapping of calls to
the functional areas. Pending research completion calls falling into this category are classified
“invalid” calls. Eventually, this “invalid” line will be eliminated.
5.5-5.6 23 __ISLA achieved.
5.7 23 First month of SLA achieved.
5.8 - 5.10 23 ICMS &PAS Level 1 Call Resolution remains below MAL, however, is continuing to steadily improve
This is due to the increased number of calls being handled that contain multiple customer sessions.
CP has been raised to eliminate the ‘skew’ being created on the SLA by these calls.
5.12 25 __IHorizon System Helpdesk are currently conducting extensive analysis of the call coding.
5.18 - 5.19 27 IHSHD Level 1 Resolution below MAL - still in the process of ratifying Level 1 call class. 10min
resolution improvement evident.
Forecast
5.20, 5.21 TBN_IHSHD First time Resolution - Level 2 (30 Mins) & Level 2 (45 Mins) Post- Q1 ‘98
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5.1. PCHL CALL VOLUMES - PREDICTED -v- ACTUALS
3500
3000
2500 }-
2000
1500
1000
500
Feb
Mar
Apr-98
Jan
Feb
Mar
Apr
May
Jun
Predicted
1506
1754
2002
2252
1889
1920
Actuals
2326
2710
3178
2409
Apr
—o Predicted
—a— Actuals
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5.2(a) PCHL CALL PROFILES - ‘A’
Apr-98 Call Type Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
CMS 74 ot 39 48 86 446 1403 1183 1269 858
PAS 49 41 43 49 23 135 222 175 246 665
General 200 211 225 266 328 496 701 807 984 744
Invalid > S - - - - - 545 679 142
Total 323 303 307 363 437 1077 2326 2710 3178 2409
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5.2(b) PCHL CALL PROFILES - ‘B’
1200
1000
800
2
= 600 re oe oot a
oO
400 + ~ — ~
200
0 ' — sa
3- Customer (English) 4 - Customer (Welsh) 5 - Other
Categories
Apr-98 Call Type 1-BA 2-POCL 3 - Customer 4- Customer 5 - Other
(English) (Welsh)
CMS 136 115 607 ) )
PAS 93 450 122 () )
General 14 94 633 3 0
Invalid 31 59 43 ) cE)
Total 274 718 1405 3 9
TOTAL CALLS
2409
m=CMS
mPAS
im General
im invalid
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5.3 PAS/CMS TELEPHONE ANSWERING 1 (80% connected calls answered in 20 seconds)
I ALL CALLS
2 mmm POCL
6 mmm DSS
mmm Customer
ALL
‘Oe % MAL
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1997 1998
% MAL I 80 I TelAnswer I Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1
%TRL I N/A % POCL 98.0 100 100 100 100 99.3 99.54 I 98.11 I 97.55 I 98.27
Dss 95.2 100 100 97.2 100 100 99.63 I 98.90 I 98.95 I 99.30
Custome I 100 100 96.0 400 98.6 99.4 97.78 I 99.30 I 98.03 I 98.90
“if
ALL 97.9 100 98.6 99.7 99.8 99.8 99.23 I 98.84 I 98.07 I 98.17
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5.4_PAS/CMS TELEPHONE ANSWERING 2 (99.9% connected calls answered in 40 seconds)
% MAL I 99.9 I TelAnswer I Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2
% TRL I N/A % POCL 100 100 100 100 100 100 100 100 100 100
DSS 100 100 100 100 100 100 100 100 100 100
Custome 100 100 100 100 99.6 100 100 100 100 100
if
ALL 100 100 100 100 99.8 100 100 100 100 100
5.5 - 5.6 PAS/CMS TELEPHONE ANSWERING 3 (99% calls Answered)
% 99 Answered Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
ae N/A % POCL 93.0 92.0 96.5 94.0 88.7 92.7 99.55 99.80 98.49 99.57
a DSS 100 92.1 100 95.8 93.5 96.4 99.63 99.10 98.70 98.62
Custom 97.1 93.7 94.7 99.3 98.0 99.0 98.91 99.00 98.98 99.24
Ait 95.0 92.5 96.2 99.1 92.8 97.3 99.05 99.16 98.85 99.26
5.7 CMS HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 Level 1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Resolution
% TRL N/A % : : : : : 72.81 81.54 85.96 92.20 95.10
5.8 CMS HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes)
% MAL 100 I Level 1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Resolution
% TRL N/A I. % - - - a - 95.28 96.15 97.55 99.29 99.77
5.9 PAS HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 I Level 1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Resolution
% TRL N/A I % Kal - - - - 82.96 82.43 88.57 90.24 92.63
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Version: 1.1
Date: 15.05.98
5.10 PAS HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes:
% MAL 100 I Level1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Resolution
% TRL N/A ee ins - - - - - 94.81 98.20 96.00 98.78 99.10
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Ref: CS/PER/013
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS,
Version: 1.1
Date: 15.05.98
5.11 HORIZON SYSTEM HELPDESK - CUSTOMER - CALL VOLUMES
700 5
TOTAL
CALLS
474
s
oO
mPOCL (Serv)
= —S (@POCL (Non-Serv)
moss
Dec Jan Feb Mar Apr May Jun
1997 1998
Apr-98 Jal Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
POCL (Serv) 315 152 281 172 607 120 135 111 202 203
POCL (Non-Serv) I __127 146 222 189 a7 403 484 357 325 227
DSS 15 10 19 16 19 13 55 Ey 35 a4
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Version: 1.1
Date:_ 15.05.98
5.12 HORIZON SYSTEM HELPDESK - POCL - CALL PROFILES
240
200 : : : . =
TOTAL POCL
CALLS
160 430
Calls 120 — :
80 oo — oe a, <
40
1 2 3 4 5 6 7
Call Categories
POCL Apr-98 1: A&G 2: Env 3: Implm'n 4: Service I 5: Cash A/C 6 7: Other
Inappropriate.
Calls 70 19 ) 203 94 34 10
@ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE 27 of I
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Version: 1.1
Date: 15.05.98
5.13 HORIZON SYSTEM HELPDESK - DSS - CALL PROFILES
20
6 fe er — -
TOTAL DSS
CALLS
12 44
Calls
8
44 - - _ s -
0 mz
1 2 3 4 aD 6 7 8
Call Categories
Operations Software Other
DSS Apr-98 1: File 2: Data File 3: Other 4: S/W Error 5: Other 6: Network iG 8: Other
Transfer Inappropriate
Calls 12 17 7 6 () 0 1 4
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a 150598
5.14 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 1 (80% connected calls answered in 20 seconds)
% MAL 80 TelAnswer Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1
% TRL N/A % 100 100 100 100 97.6 100 100 100 100 100
5.15 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 2 (99.9% connected calls answered in 40 seconds)
%MALI 99.9 Tel Answer Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2
% TRL N/A % 100 100 100 100 100 100 100 100 100 100
5.16 - 5.17 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 3 (99% calls Answered)
% MAL 99 Tel Answer Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL N/A % 98.30 97.40 98.60 97.30 97.50 97.40 97.75 98.29 97.43 97.69
5.18 HORIZON SYSTEM HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 Level 1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Fix
% TRL N/A % 100 100 100 100 68.00 44.30 54.90 62.83 83.33 81.13
5.19 HORIZON SYSTEM HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes)
% MAL 100 Level 1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Fix
% TRL N/A % 100 100 100 100 85.30 80.10 80.67 90.33 94.64 98.13
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Vers 1
Date: 15.05.98
6 CARD & PUN MANAGED SERVICE
6.1
6.2(a)
6.2(b)
6.3
6.4
PW121/PW122
PW123
Card Volumes - Predicted -v- Actuals
Card Profiles - ‘A’
Card Profiles - ‘B’
Card Managed Service - Urgent & Non-Urgent
PUN Managed Service - Complaints
31
32
33
34
34
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ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS, Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
CARD & PUN MANAGED SERVICE
Overall Comments
All service targets for Card & PUN Managed Service have been met during the month April 1998.
Actual volume of cards issued during April fell below predicted due to the cessation of Roll-out.
he ratio of Lost/Stolen/Damaged Cards when related to the total of number of Cards Issued remains
below 0.5% (report 6.2).
No additional SLA’s associated with Release 1C implementation are applicable/introduced to Card and
PUN Managed Service.
Report Page Review Status
6.1 31 Predicted v's Actual Cards produced and issued to Post Offices.
I 6.2 I 32 __ Active Card figure to we 25.04.98.
SLA Forecast
Report Page
N/A : No new SLA’s introduced. -
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Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
6.1 CARD VOLUMES - PREDICTED -v- ACTUALS
45,000
40,000
35,000
25,000
20,000
10,000
5,000
15,000 4.
30,000 I}
—— Predicted
—ti— Issued to POCL
Jan
Feb
Mar
Apr
Apr-98
Jan
Feb
Mar
May
Jun
Predicted
14,313
21,350
28,386
35,210
42,238
42,238
Issued to
POCL.
16,190
23,730
29,638
30,574
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Version: 1.1
Date: 15.05.98
6.2 (a) CARD PROFILES - ‘
45000
40000 $= ee
35000 een
30000
25000
Issued to POCL
mActive
Cards
20000
15000
10000
5000
Jul Aug Sep Oct
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Issued to : - : : 1,305 8,676 16,190 I 23,730 I 29,638 I 30,574
POCL
Active — - - - - 1,282 2,451 6,432 16,875 I 23,579 I 26,478
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Version: 1.1
Date: 15.05.98
6.2(b) CARD PROFILES - ‘B’
50 — ———— —- ———-— ~ a —~ ————
CARDS IN
40 ISSUE
30,574
30
Cards
mLost
m Stolen
20 ke I sm Demeged
. I ,
Sire meetin oo I
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1997 1998
Apr-98 Jul Aug Sep Oct Nov. Dec Jan Feb Mar Apr May Jun
Lost 4 1 4 2 4 4 16 18 38 43
Stolen 1 0 1 0 1 0 4 9 19 30
Damaged 7 2 6 5 4 4 19 29 25 51
[ Total as % of Issued Cards - - - - - - 0.24 0.24 0.28 0.41
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Version: 1.1
“Date: 15.05.98
6.3 CARD MANAGED SERVICE - URGENT & NON-URGENT
SLA Service Levels Achievement
% MAL 99 URGENT Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL 90 % 100 100 100 100 100 100 100 100 100 100
SLA Service Levels Achievement
% MAL 99 Non-URGENT Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL 90 % 100 100 100 100 100 100 100 100 100 100
6.4 PUN MANAGED SERVICE - COMPLAINTS
SLA Service Levels Achievement
% MAL 99 NO Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
COMPLAINTS
% TRL 90 % 98.6 100 97.4 100 99.9 99.95 100 100 100 100
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Date: 1505.98
7 CALL TO RESOLUTION
7.1 Call to Resolution Profiles - Hardware 37
7.2 Call to Resolution Profiles - Network 38
7.3 Call to Resolution Profiles - Software 39
7.4 HSHD Local - Priority ‘A’ - Remedial (6 Hours) TBN
7.5 $0102 HSHD Remote - Priority ‘A’ - Remedial (12 Hours TBN
7.6 $0103 HSHD Local - Priority ‘B’ - Remedial (10 Hours) TBN
7.7 $0104 HSHD Remote - Priority ‘B’ - Remedial (24 Hours) TBN
7.8 SO105 HSHD Software Remedial TBN
7.9 $0209 HSHD Local - Priority ‘A’ - Non Remedial (4 Hours) TBN
7.10 $0210 HSHD Local - Priority ‘B’ - Non Remedial (8 Hours) TBN
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Version: 1.1
Date: 15.05.98
CALL TO RESOLUTION
Overall Comments
[The overall volume of calls raised has risen as a direct result of the implementation of Release 1C.
The increase in Hardware coded calls this month is as a direct result of the Horizon System Helpdesk’s re-
evaluation and scrutinisation of call coding. This was also contributed by 39 touch-screen problems
reported. One cause, which accounts for 25% of the calls, has been identified and resolution is currently
under investigation. Counter printer problems reported also increased, which were varied with no specific
cause found, but included some incidences of the known printer set-up problem which has now been
corrected.
Software call volumes remained high due to the 55 calls (out of 130) relating to the known half-screen
software problem for which a fix was successfully applied mid-April.
Network call volumes remain steady.
SLA’s relating to this section are listed. Reporting will commence progressively after evaluation of initial
results arising post- Release 1C implementation.
Call volumes include calls logged by Pathway.
Review Status
Report Page SLA Forecast
7.4 TBN___HSHD Local - Priority ‘A’ - Remedial (6 Hours) Post Q1 ‘98
7.5 TBN__HSHD Remote - Priority ‘A’ - Remedial (12 Hours) Post Q1 ‘98
7.6 TBN__HSHD Local - Priority ‘B’- Remedial (10 Hours) ss Post Q1'98
= 7.7__I__TBN _HSHD Remote - Priority ‘B Post Q1 '98
78 TBN__HSHD Software Remedial a
7.9 TBN HSHD Local - Priority ‘A’ - Non Remedial (4 Hours)
7.10 TBN__HSHD Local - Priority ‘B’ - Non Remedial (8 Hours) Post Q1 ‘98
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Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
7.1 CALL TO RESOLUTION PROFILES - HARDWARE
160 5
HARDWARE CALLS
Calls 80 I
BA Priority
mB Priority
40
0
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
A Priority 11 11 11 15 7 12 9 4 6 8
B Priority 41 17 42 51 70 87 82 67 95 107
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Version: 1.1
Date: 15.05.98
7.2 CALL TO RESOLUTION PROFILES - NETWORK
160
120 NETWORK CALLS
Calls go — : oo : oo -
BA Priority
40 I — __ —_ Le : : mB Priority
0 ' F ; ‘ } all : J : J ; we : J : :
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
A Priority 29 13 14 12 27 4 5 9 9 10
B Priority 76 33 115 57 107 17 25 24 18 24
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Version: 1.1
Date: 15.05.98
7.3 CALL TO RESOLUTION PROFILES - SOFTWARE
160
SOFTWARE CALLS
120 +
Calls 80
BA Priority
mB Priority
40
0
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
A Priority 40 20 9 6 25 11 19 7 6 2
B Priority 118 58 101 7 159 70 77 88 155 128
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1
Date: 15.05.98
8 NETWORK SERVICES
8.1 BT101 Branch (WAN) Service Availability 42
8.2 BT102 Backbone Network Availability 43
8.3 BT103 Client Links Availability 44
©ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE 4lofl
FUJ00058209
FUJ00058209
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS, Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
NETWORK SERVICES
Overall Comments
All service targets have been met during the month.
No faults occurred on the Backbone Network during April.
Of the 4 reported Branch WAN faults, 3 were found to be BT hardware faults and the other related to ISDN2
switching activities. In-depth analysis is in-hand and under review.
‘The Client Links fault was resolved by a simple reset.
No additional SLA’s associated with Release 1C implementation are applicable/introduced to Network
Services.
Report Page Review Status
N/A : All SLA’s met.
Report Page SLA Forecast
N/A : No new SLA’s to be introduced. E
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE 42o0f1
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Version: 1.1
Date: 15.05.98
8.1 BRANCH WAN SERVICE AVAILABILITY
100.00
99.90 Rese a oe = — oe
99.80
99.70 a i ——— ia a pone Branch WAN
2
3 99.60 Faults - 4
g
<
x 99.50 I == = = I a - = —
99.40
99.30
99.20
99.10
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
1997 1998
Apr-98 Jul Aug Sep Oct Nov Dec van Feb _Mar Apr May Jun
% Branch 99.92 99.89 99.95 99.97 99.88 99.94 99.98 99.94 99.93 99.95
WAN
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Version: 1.1
Date: 15.05.98
8.2 BACKBONE NETWORK SERVICE AVAILABILITY
100.00
99.90
99.80 I — ~ ——— —_.—_— = a pa
99.70 I __{ — ae =— = SS —_ = I Backbone N/W
99.60 Faults -0
99.50
99.40 I— —— -— + -— — —— —— I. - Jan an
99.30
99.20
99.10 + + + + + + + + ' ' ;
Aug Sep Oct Nov Dec
Jul Jan Feb Mar Apr May Jun
1997 1998
Apr-98 Jul Aug Sep _ Oct Nov_ Dec Jan Feb Mar Apr I May Jun
% “I Backbone 99.88 100 99.99 99.99 100 100 100 99.99 100 100
x NW
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Version: 1.1
Date: 15.05.98
8.3 CLIENT LINKS SERVICE AVAILABILITY
100.00 -- = Ss . oS
99.90
99.80 a ae —— oo SS be BS
99.70 i ta ee — oe I I IClient LINKS
2
ZB 99.60 Faults -1
3
<
99.50 = =—— fae &§ Maas Re So Ee
99.40
99.30 i i ia < Bae Se
99.20
99.10 : ' ’ ' 1 1 1
Aug Sep Oct Nov Deo Jan Feb Mar Apr May Jun
1997 1998
Apr-98 _ Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% Client Links I 99.95 100 99.99 100 99.98 100 99.97 100 100 99.98
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE
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Vers 1
Date: 15.05.98
9 ACCOUNTING & RESOLUTION
9.1
9.2
9.3
9.4
CFM206
CFM207
CFM208
CFM209
PAS - Errors Outstanding
PAS - Percentage of transactions in Error
PAS - Resolution of Errors
PAS - Error Clearance
47
47
47
47
© ICL Pathway Ltd
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ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS,
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Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
ACCOUNTING & RESOLUTION
Overall Comments
All SLA’s introduced by Release 1C implementation are contained in this review report. Current status are as
summarised below.
Significant improvement in Error Resolution for the month of April.
Review and monitoring of the Resolution process will be on-going post Q1/1998.
Report Page Review Status
9.1 47 Total value of errors outstanding at 30" April = £1,456.80. SLA met.
9.2 47 SLA level achieved and surpassed.
9.3 47 This month has shown a significant improvement in resolution and is set to continue.
9.4 47 100% SLA error clearance achieved.
Report Page SLA Forecast
N/A -
All SLA reports delivered. None outstanding. -
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Version: 1.1
Date: 15.05.98
9.1 PAS - ERRORS OUTSTANDING (D08 - Table 4.1: Total value of errors shall not exceed £1M)
% MAL £1M Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL N/A £M - - - - 0.00 0.00 0.00 0.00 0.00 0.00
Total Value of Transactions . - - - 0.11 0.19 0.48 0.87 1.61 2.21
(£M)
9.2 PAS - TRANSACTIONS RESULTING IN ERRORS (D08 - Table 4.1: No more than 0.1% of transactions shall result in errors)
% MAL 0.1 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL N/A % - - - - 0.25 0.44 0.28 0.13 0.10 0.06
Total Number of Transactions - : - - 3,604 I 6,762 I 16,827 I 29,964 I 54,774 I 77,973
9.3 PAS - RESOLUTION OF ERRORS (D08 - Table 4.1: 80% of errors to be resolved within 40 hours)
% MAL 80 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL N/A % - - - - 67.0 70.0 48.94 I 45.00 I 52.73 I 69.57
9.4 PAS - ERROR CLEARANCE (D08 - Table 4.1: 100% of all errors shall be cleared within 5 days)
% MAL 100 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL N/A % - - - : 778 63.64 I 51.06 I 45.00 I 89.09 100
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Ref: CS/PER/013
Vers 1
Date: 15.05.98
10 TRANSACTION SERVICES
10.1
10.2
10.3
10.4
10.5
10.6
10.7
10.8
10.9
10.10
10.11
10.12
10.13
10.14
10.15
10.16
Pw101
Pw102
PW103
PW104
PW105
PW106
Pw107
PW108
Pw109
Pw110
Pw111
PW116
PW117
PW118
Pw119
Pw120
BES Normal Encashment
BES Casual Agent Encashment
BES Permanent Agent Encashment
BES Foreign Transactions
APS Cash Payments - No tokens handed back
APS Cash Payments - Tokens handed back
APS Cash Payments - Using Smart Card or Key
OBCS Book Issues - Local
OBCS Book Issues - Foreign
OBCS Encashment - Local
OBCS Encashment - Foreign
EPOSS transaction Service
BES Transactions - Global
APS Transactions - Global
OBCS Transactions - Global
POCL Transactions - Global
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
TBN
© ICL Pathway Ltd
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Version: 1.1
Date: 15.05.98
TRANSACTION SERVICES
Overall Comments
SLA’s relating to this section are listed and reporting will commence progressively post-Q1 98.
In addition any SLA not being available for presentation to the Service Review Forum in the above time-
rame will be declared with reasons for such a status as well as a forecast date for presentation.
Report Page Review Status
Report Page SLA Forecast
10.1 TBN__BES Normal Encashment Post Q1 ‘98
10.2 TBN ___BES Casual Agent Encashment Post Q1 ‘98
10.3 TBN__BES Permanent Agent Encashment Post Q1 ‘98
10.4 TBN _BES Foreign Transactions Post Q1 ‘98
10.5 TBN__APS - Cash payments - No tokens handed back to Customer Post Q1 ‘98
10.6 TBN___APS - Cash payments - Tokens handed back to Customer Post Q1 ‘98
10.7 TBN ___APS - Cash payments - Using Smart Card or Key Post Q1 ‘98
10.8 TBN___OBCS Book Issues - Local Post Q1 ‘98
10.9 TBN___OBCS Book Issues - Foreign Post Q1 ‘98
10.10 TBN _OBCS Encashment - Local Post Q1 ‘98
_10.11__I TBN___OBCS Encashment - Foreign Post Q1 ‘98
ti Servi Post
TBN _BES Transa st Q
TBN___APS Transactions - Global Post Q1 ‘98
TBN__OBCS Transactions - Global Post Q1 ‘98
TBN__POCL Transactions - Global Post Q1 ‘98
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Date: 1505.98
11 SYSTEMS SERVICES
11.1. CFM109 CAPS-PAS I/F - Batch Next Day - Late Arrival TBN
11.2 CFM201 CAPS-PAS I/F - Batch Next Day - Personal Details Notification TBN
11.3. CFM202 CAPS-PAS I/F - Batch Next Day - Payment Stop - Non-Immediate TBN
11.4 CFM203 CAPS-PAS I/F - Batch Next Day - Payment Authorisation TBN
11.5 CFM219 CAPS-PAS I/F - Batch Next Day - End of Interest Notification TBN
11.6 PW125 PAS Batch Transactions - False Rejections/Acceptances TBN
11.7) PW127 CMS Batch Transactions - False Rejections/Acceptances TBN
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Slofl
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS,
FUJ00058209
FUJ00058209
Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
SYSTEMS SERVICES
Overall Comments
SLA’s relating to this section are listed and reporting will commence progressively post-Q1 98.
In addition any SLA not being available for presentation to the Service Review Forum in the above time-
rame will be declared with reasons for such a status as well as a forecast date for presentation.
Report Page Review Status
Report Page SLA Forecast
11.1 TBN _CAPS-PAS I/F - Batch Next Day - Late Arrival Post Q1 ‘98
11.2 TBN__CAPS-PAS I/F - Batch Next Day - Personal Details Notification Post Q1 ‘98
11.3 TBN __CAPS-PAS I/F - Batch Next Day - Payment Stop - Non- Post Q1 ‘98
_ i Immediate. __ _ _ I _ I
11.4 TBN___CAPS-PAS I/F - Batch Next Day - Payment Authorisation Post Q1 ‘98
11.5 TBN__CAPS-PAS I/F - Batch Next Day - End of Interest Notification Post Q1 ‘98
11.6 TBN ___PAS Batch Transactions - False Rejections/Acceptances Post Q1 ‘98
11.7 TBN__(CMS Batch Transactions - False Rejections/Acceptances Post Q1 ‘98
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Date: 15.05.98
12 OPERATIONAL SYSTEMS
12.1. CFM117/CFM118 PAS Availability - On-Line - Cumulative & Discrete 54
12.2 CFM125/CFM126 CMS Availability - On-Line - Cumulative & Discrete 54
12.3. CFM214/CFM215 TMS Availability - On-Line - Cumulative & Discrete 55
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Version: 1.1
Date: 15.05.98
OPERATIONAL SYSTEMS
Overall Comments
All SLA’s met .
Report Page Review Status
Report Page SLA Forecast
N/A : No new SLA’s to be introduced.
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE 54 of I
FUJ00058209
FUJ00058209
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATI Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
12.1 PAS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
%MAL I 99.5 Cumulative Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
%TRL I 91.5 % 100 100 99.14 100 100 97.19 100 100 100 100
SLA Service Levels Achievement
MAL [ 0 I __ Discrete Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Total Outages 0 ie) 2 ie) 0 1 ie) ie) ie) i}
for Operational
System
12.2 CMS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
%MAL I 99.5 Cumulative Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
% TRL 91.5 % 100 100 99.14 100 100 97.19 100 100 100 100
SLA Service Levels Achievement
MAL [ 0 I _ Discrete Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Total Outages (e) (e) 2 (e) (e) 1 (e) 0 (e) ()
for Operational
System
© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
55 of I
FUJ00058209
FUJ00058209
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATI Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
12.3 TMS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
%MAL I 99.5 Cumulative Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
%TRL I 91.5 % 100 100 99.14 100 100 97.19 100 100 100 100
SLA Service Levels Achievement
MAL [ 0 I __ Discrete Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Total Outages 0 ie) 2 ie) 0 1 ie) ie) ie) i}
for Operational
System
© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
56 of I
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS,
FUJ00058209
FUJ00058209
Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
13 BPS - MIS REPORTS
13.1
13.2
13.3
13.4
13.5
13.6
13.7
13.8
13.9
13.10
13.11
13.12
13.13
13.14
13.15
13.16
13.17
13.18
13.19
13.20
13.21
R1
R1
R1
R8
R8
RQ
R10
R12
R13
Number of Cards Issued by Post office
Number of Cards Issued by Post Office - Region
Number of Cards Issued Nationally
Call Type by Call Line - Month Ending
Call Type by Call Line - Year 1997
Number of Helpdesk Calls from Customers
Number of Helpdesk Calls by POCL Staff
Number of Helpdesk Calls by BA Staff
Number of Calls Lost or Abandoned - Month Ending
Number of Calls Lost or Abandoned - Year 1997
Average Length of Helpdesk Calls from Customers
Average Length of Helpdesk Calls from POCL Staff
Average Length of Calls from BA Staff
Encashments per Post Office - Month Ending
Encashments per Post Office - Year 1997
Foreign Encashments per Post Office - Month Ending
Foreign Encashments per Post office - Year 1997
Fallback Encashments
Contingency Encashments
Number of Active Cards - To Month End
Inactivated Cards Report
© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
57 of I
FUJ00058209
FUJ00058209
Ref: CS/PER/013
Version: 1.1
Date: 15.05.98
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS,
BPS - MIS REPORTS
Overall Comments
All reports relating to this section are, as agreed at Service Review Forum of January 1998, presented as an
electronic copy forwarded via CD issue.
Report Page Review Status
SLA Forecast
Report Page
- N/A
58 of I
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE