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SERVICE REVIEW - PERFORMANCE STATISTICS
SERVICE REVIEW - SEPTEMBER 1998
This document contains a summary of the Monthly Service Performance Statistics for the Period
1% to 315 August 1998. Issued for review by the Service Management Review Forum.
Definitive
Service Management Review Forum Stephen Muchow
Peter Burden Martin Riddell
Peter Robinson Tony Oppenheim
As above plus:
ICL Pathway Management Team ICL Pathway CS Management Team
ICL Pathway Suppliers (Part) Richard Brunskill
ICL Pathway Library
Deirdre Murrow, Information Analyst, Customer Service
Stephen Muchow, Director Customer Service
Date: 16.09.98
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CONTENTS
0. DOCUMENT CONTROL
1. INTRODUCTION
2. 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
10. TRANSACTION SERVICES
1. SYSTEMS SERVICES
12. OPERATIONAL SYSTEMS
13. BPS MIS REPORTS
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0 DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
(Version Date Reason
0.1 16.07.97 [Initial 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 IAmended to reflect SLA profiles arising from Rel 1C implementation
0.6 17.12.97 [Minor 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 IAmended 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
HSHD Horizon System Helpdesk SLAM Service Level Agreement Monitor
IT Information Technology TBN To be Notified
MIS Management Information System TMS Transaction Management System
MAL Minimum Acceptable Level TRL Termination Review Level
NINO National Insurance Number
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0.5 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:
e 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).
HW: Calls diagnosed as relating to a system hardware fault.
N/W: Calls diagnosed as relating to a system network fault.
SW: Calls diagnosed as relating to a system or application software fault.
e 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.
e 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
Report 5.1 - Predicted figures updated to GiroBank Card Volumetrics model version 16.
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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 Active
Status Outlets Counters Cards
31% August 1998 204 334 31,559*
* figure up to w/e 30.08.98
Comments
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.
August Service Performance, against reported SLA’s, showing specific detailed performance levels in their
respective Sections. Overview shows:
Help Desk Services - All CMS and PMS Level 1 Resolution SLA’s met.
Card & PUN Managed Service - All SLA’s met.
Call to Resolution- —_ Increase in both hardware and software calls.
Network Services - All SLA’s met.
Accounting & Resolution — All SLA’s met.
2: Operational Systems - All SLA’s met.
VOSA
Description
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Release 1C Operations Report - August 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: 16.09.98
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3.1
3.2
3.3
Summary.
The Release 1C service remained stable during August, with no new problem reports being opened.
New Problem Reports
None
WIP Update
Incomplete Transactions
Incomplete transactions have been causing concern for some months. A number of causes for such instances have been
identified and there is close working between POCL Service Management and ICL Pathway towards resolution. Software fixes to
minimise the opportunity for error are nearing the completion of their testing. However, because amendments to counter
procedures will be involved a CP will need to be raised.
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 is being impacted within Pathway and the High Level Design for
the application to support the agreed authentication process has been prepared. Forecast closure - Oct 1998.
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.
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3.4
CAPS raised a CR (C0073) to formalise the temporary measure and Pathway have responded with a CCN - CCN307a was
delivered to Horizon on 30/7/98 and a response is awaited. An optimum requirement is expected in due course.
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
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+, was submitted to Horizon for approval and comments were received.
Following subsequent discussion with Horizon a new version of CCN232 (232b) has been provided to Horizon.
A response is awaited. Forecast closure - Oct 1998
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41
4.2
Closed Since Last Report
Network Congestion
There were communication failures on 13" July in the South West due to network congestion on the Energis Waddon Switch.
High volumes of recalls/reissues had been initiated due to the DSS streamlining of other benefit databases with Child Benefit and
some 80 of these recall/reissues were affected. The relevant payments were thus not available for 45 minutes or so, rather than
the standard 15 minutes. The network congestion was caused by insufficient capacity being made available by Energis and this
has now been rectified.
DSS Changing Customer Details Triggers New PUNs and Cards
Apparently through DSS merging beneficiary details (where the beneficiary is in receipt of a benefit other than Child Benefit), such
changes to customer details trigger the issue of a new Card and PUN even if the beneficiary already has a valid card.
Beneficiaries are calling PCHL to ask why they have received a new PUN and there is unnecessary card and PUN production
activity. Although there is no fault with the system, Pathway have been investigating a change to prevent the automatic
production of new cards/PUNs in such circumstances. Such a change will be in place for NR2+.
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3 ROLL OUT & IMPLEMENTATION
3.1 - Operational Outlet Volumes 14
3.2 - Operational Counter Volumes 14
3.3 D2D101 Stock Availability TBN
3.4 D2D102 Failure Rates - Shipments TBN
3.5 SOXL102 Installation Services - Support TBN
3.6 SOXL103 Installation Services - Timeliness TBN
3.7 WT101 Site Survey - Completeness TBN
3.8 WT102 Site Survey - Audit Compliance TBN
3.9 WT103 Site Preparation - Timeliness TBN
3.10 WT104 Site Preparation - Completeness 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 OPERATIONAL OUTLET & COUNTER VOLUMES
400
350 — . a = Sc = ~
300
250
$200
150
100
50
07 T T T T T T T T
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Live Outlets - 208 205 205 205 204 204 204 204 204 204 204
Live - 346 335 335 335 334 334 334 334 334 334 334
Counters
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4 TRAINING SERVICES
41
4.2
4.3
4.4
4.5
4.6
47
4.8
PE201
PE202
PE203
PE204
PE205
PE206
PE207
Training Event Volumes
Training Course - Availability
Training Venue - Quality
Training Course - Quality
Training Course - Cancellation
Training Course - Competence Levels
Training Course - Feedback
Training Course - Delivery
TBN
TBN
TBN
TBN
TBN
TBN
TBN
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 SO201 HSHD Telephone Answering (20 Secs) 28
5.15 SO202 HSHD Telephone Answering (40 Secs) 28
5.16 SO203 HSHD Telephone Answering (Abandoned) 28
5.17 S0204 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
[The volume of general coded PCHL calls were slightly lower during August, reduced to 39% (July 40%) of all calls. Of these
calls, 42% were referred on to the DSS and an additional 29% were enquiry’s regarding the A1 Benefit Form, accounting for
16% and 11% respectively, of the total number calls.
The total volume of HSHD calls significantly increased during the month, primarily due to the level of implementation calls
(617). The increase in Environment coded calls for August was contributed to by the 38 reported power supply problems.
The level of Hardware coded calls also increased during the month due to the increase in printer and monitor problems. The
level of reported printer problems was contributed by the known ‘line-spacing’ error which has a work-around in place and the
resolution to the known ‘Monitor Fuse’ problem will continue over this quarter.
Operations coded calls decreased significantly during August to 57 (down from July’s 85) with reported Cash Account and
Daily reconciliation reported problems reduced by over 50% from July.
Report Page Review Status
5.1 20 Predicted figures GiroBank Call Volumetrics model version 16.
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 - 5.10 23 _AllCMS & PAS Call Resolution SLA’s achieved.
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 — however, SLA Recovery Plan is now in place and some
improvement during August evident.
Forecast
5.20, 5.21 TBN _HSHD First time Resolution - Level 2 (30 Mins) & Level 2 (45 Mins) Q3 ‘98
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5.1. PCHL CALL VOLUMES - PREDICTED -v- ACTUALS
3400
3200 ry 7
\ + ed
3000 1 +
\
2800 7
a
*
2600 ‘ : © Predcted
\ @ Actuds:
*
2200 a a .
—
2000 = r =
r
1800
1600 T T 1 T T
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Aug-98 Jan Feb Mar Apr. May Jun Jul Aug Sep Oct Nov Dec
Predicted 2013 2205 2307 2354 2493 2559 2662 3060 2976 3068 3073 3169
Actuals 2326 2710 3178 2409 1865 2292 2051 2169
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5.2(a) PCHL CALL PROFILES -
1400
1200 -— a —— TOTAL CALLS
2169
1000 eee
2
3 800
°
mcMs
600 mPAS
General
Mi Invalid
400 —
200 ~
ie) T T
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
[ Aug-98 Call Type Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
CMS 39 48 86 446 1403 1183 1269 858 572 596 641 684
PAS 43 49 23 135 222 175 246 665 625 815 573 624
General 225 266 328 496 701 807 984 744 649 845 823 824
Invalid - - - - - 545 679 142 19 36 14 37
Total 307 363 437 1077 2326 2710 3178 2409 1865 2292 2051 2169
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5.2(b) PCHL CALI
1200
1000
800 I
L PROFILES -
TOTAL CALLS
2169
=CMS
PAS
General
Invalid
2
§ 600
400
200 - = :
1-BA 2-POCL 3 - Customer (English - Customer (Welsh) 5 - Other
Aug-98 Call Type 1-BA 2-POCL 3 - Customer 4 - Customer 5 - Other
(English) (Welsh)
CMS 118 63 503 ) ()
PAS 69 526 29 () 0
General 8 48 768 [) 0
Invalid (e) 37 0 ) 0
Total 195 674 1300 [) 0
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5.3 PAS/CMS TELEPHONE ANSWERING 1 (80% connected calls answered in 20 seconds)
100
95 >
imma POCL
mmm DSS
MEE Customer
90 que ALL
Cal
Is
85 >
80
75
Oct Nov Dec Jan Feb
% MAL} 80 I TelAnswer I Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
4
%TRL I N/A % POCL 100 100 100 99.3 99.54 98.11 97.55 98.27 99.44 98.88 99.83 99.41
DSS 100 97.2 100 100 99.63 98.90 98.95 99.30 99.45 99.18 99.17 98.96
Custome 96.0 100 98.6 99.4 97.78 99.30 98.03 98.90 98.73 99.37 99.50 98.46
ia
ALL 98.6 99.7 99.8 99.8 99.23 98.84 98.07 98.17 98.79 99.17 99.56 98.80
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5.4 PAS/CMS TELEPHONE ANSWERING 2 (99.9% connected calls answered in 40 seconds)
% MAL I 99.9 TelAnswer2 Jul-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % POCL 100 100 100 100 100 100 100 100 100 100 100 100
DSS 100 100 100 100 100 100 100 100 100 100 100 100
Customer 100 100 99.6 100 100 100 100 100 100 100 100 100
ALL 100 100 99.8 100 100 100 100 100 100 100 100 100
5.5 - 5.6 PAS/CMS TELEPHONE ANSWERING 3 (99% calls Answered)
% MAL 99 Answered Jul-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun dul Aug
% TRL N/A % POCL 96.5 94.0 88.7 92.7 99.55 I 99.80 I 98.49 I 99.57 I 99.34 I 99.50 I 99.34 99.71
DSS 100 95.8 93.5 96.4 99.63 99.10 98.70 98.62 97.98 98.36 96.39 98.97
Customer I 94.7 99.3 98.0 99.0 98.91 99.00 I 98.98 I 99.24 I 99.53 I 99.13 I 98.62 99.01
ALL 96.2 99.1 92.8 97.3 99.05 I 99.16 I 98.85 I 99.26 I 99.31 99.18 I 98.56 99.22
5.7 CMS HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 Level 1 Resolution Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % - - - 72.81 I 81.54 I 85.96 I 92.20 I 95.10 I 95.45 I 96.81 I 99.38 I 97.08
5.8 CMS HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes)
% MAL 100 Level 1 Resolution Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % : : : 95.28 I 96.15 I 97.55 I 99.29 I 99.77 I 99.83 100 100 100
5.9 PAS HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 Level 1 Resolution Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % - : - 82.96 I 82.43 I 88.57 I 90.24 I 92.63 I 94.88 I 97.18 I 97.21 96.79
5.10 PAS HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes)
% MAL 100 Level 1 Resolution Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % : : : 94.81 98.20 I 96.00 I 98.78 I 99.10 100 100 100 100
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ion: 1.2
Date: 16.09.98
Ve
900
800 -———
5.11__HORIZON SYSTEM HELPDESK - CUSTOMER - CALL VOLUMES
TOTAL CUSTOMER
700 CALLS
1002
600
500
2
& IPOCL (Serv)
400 MIPOCL (Non-Serv)
mDSS
300
200
100
07
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
POCL (Serv) 281 172 607 120 135 111 202 203 81 125 107 143
POCL (Non-Serv) I 222 189 417 403 484 357 325 227 257 221 449 844
DSS 19 16 19 13 55 31 35 44 38 24 17 15
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Date: 16.09.98
5.12 HORIZON SYSTEM HELPDESK - POCL - CALL PROFILES
600
500 --- = = = = = oo a =
TOTAL POCL
CALLS
987
400 = = = = ==
2
Ss
6
300
2007 = ee ae
100
a ie —_
4 5(a) 5(b) 6 7
Call Categories
Operations
POCL Aug-98 1: A&G 2: Env 3: Impim'n 4: Service §(a): Cash 5(b): Opns- 6: 7: Other
AIC Other Inappropriate
Calls 83 44 617 143 11 46 41 2
COMMERCIAL-IN-CONFIDENCE 27 of I
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pate: 16.09.98
5.13 HORIZON SYSTEM HELPDESK - DSS - CALL PROFILES
16
TOTAL DSS
CALLS
12> 15
2
&
8 — . oS =
4 ee Se Fe .
1 2 3 4 5 6 7 8
Call Categories
Operations Software Other
DSS Aug-98 1: File 2: Data File 3: Other 4: SIW Error 5: Other 6: Network v7 8: Other
Transfer Inappropriate
Calls 1 1 2 8 ) 1 0 2
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. “Dates 16.0998
5.14 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 1 (80% connected calls answered in 20 seconds)
% MAL 80 I TelAnswer1 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/ % 100 100 97.6 100 100 100 100 100 100 100 100 100
A
5.15 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 2 (99.9% connected calls answered in 40 seconds)
% MAL I 99. I Tel Answer Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
9 2
% TRL N/ % 100 100 100 100 100 100 100 100 100 100 100 100
A
5.16 - 5.17 HORIZON SYSTEM HELPDESK TELEPHONE ANSWERING 3 (99% calls Answered)
% MAL 99 I Tel Answer Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
3
% TRL N/ % 98.60 97.30 97.50 97.40 97.75 98.29 97.43 97.69 96.63 96.88 96.26 97.37
A
5.18 HORIZON SYSTEM HELPDESK LEVEL 1 RESOLUTION (95% calls Resolved in 5 minutes)
% MAL 95 Level 1 Fix Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % 100 100 68.00 44.30 54.90 62.83 83.33 81.13 81.05 83.33 78.26 80.10
5.19 HORIZON SYSTEM HELPDESK LEVEL 1 RESOLUTION (100% calls Resolved in 10 minutes)
% MAL 100 Level 1 Fix Sep Oct Nov Dec Jan Feb Mar Apr. May Jun Jul Aug
% TRL N/A % 100 100 85.30 80.10 80.67 90.33 94.64 98.13 98.69 96.91 92.27 94.17
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Date: 16.09.98
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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CARD & PUN MANAGED SERVICE
Overall Comments
All service targets for Card & PUN Managed Service have been met during the month August 1998.
IThe Annualised percentage of Lost/Stolen/Damaged Cards when related to the total of number of Cards
Issued decreased from 3.28% in July to 2.97% in August.
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 vs Actual Cards produced and issued to Post Offices - De La Rue
‘olumetrics version 16.
6.2(a) 32 Active Card figure to w/e 31.08.98
6.4 34 SLA achieved.
Report Page SLA Forecast
N/A - No new SLA’s introduced. -
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ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS,
6.1 CARD VOLUMES - PREDICTED -v- ACTUALS
60,000 Jaen = 3
50,000 --— = —— — Se =
OO
Ld
40,000 — Z
a
= < ag
30,000 " : _
+ Predicted
ri Issued to POCL
*
20,000 7 — —
a
«
10,000
o> T T T T T
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Aug-98 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Predicted 14,313 I 21,350 I 28,386 I 28,386 I 28,386 I 28,989 I 33,585 I 41,805 I 48,294 I 48,294 I 48,294 I 48,204
Issued to 16,190 I 23,730 I 29,638 I 30,574 I 32,719 I 34,033 I 35,997 I 42,011
POCL
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Version: 1.2
Date: 16.09.98
6.2 (a) CARD PROFILES - ‘A’
400 SS ee
40000
35000 --
30000
25000
2
zg
5
6
20000
15000 —
10000 -
5000
i}
Sep Oct Nov Dec Jan Feb Mar Apr May = Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Issued to - - 1,305 8,676 16,190 I 23,730 I 29,638 I 30,574 I 32,719 I 34,033 I 35,997 I 42,011
POCL
Active - - 1,282 2,451 6,432 16,875 I 23,579 I 26,478 I 27,692 I 28,531 I 29,191 I 31,559
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Version: 1.2
Date: 16.09.98
6.2(b) CARD PROFILES - ‘B’
80
Ce.
CARDS IN
60 ISSUE
42,011
50
3
gto
Lost
Stolen
30 + Damaged
20 +
ola be I I
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Lost 4 2 4 4 16 18 38 43 59 71 60 68
Stolen 1 0 1 () 4 9 19 30 28 15 33 33
Damaged 6 5 4 4 19 29 25 51 37 45 39 44
Total as % of Issued Cards - - - - 0.24 0.24 0.28 0.41 0.38 0.38 0.37 0.35
Annual % of Issued Cards - - - - 2.89 2.40 2.39 2.95 3.12 3.27 3.28 2.97
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Vers 1.2
“Dates 16.09.98
6.3 CARD MANAGED SERVICE - URGENT & NON-URGENT
SLA Service Levels Achievement
% MAL 99 URGENT Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL 90 % 100 100 100 100 100 100 100 100 100 100 100 100
SLA Service Levels Achievement
% MAL 99 Non-URGENT Sep Oct Nov Dec Jan Feb Mar Apr May Jun dul Aug
% TRL 90 % 100 100 100 100 100 100 100 100 100 100 100 100
6.4 PUN MANAGED SERVICE - COMPLAINTS
SLA Service Levels Achievement
% MAL 99 NO Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
COMPLAINTS
% TRL 90 % 97.40 100 99.9 99.95 100 100 100 100 99.96 100 99.61 99.83
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12
Vers
Date: 16.09.98
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 $0105 HSHD Software Remedial TBN
7.9 $0209 HSHD Local - Priority ‘A’ - Non Remedial (4 Hours) TBN
7.10 SO210 HSHD Local - Priority ‘B’ - Non Remedial (8 Hours) TBN
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Version: 1.2
Date: 16.09.98
CALL TO RESOLUTION
Overall Comments
Hardware coded calls increased during the month of August. Printer and monitor problems remain the most
prevalent of the Hardware coded calls, however, a work-around for the known printer ‘Line-Spacing Error’ is
in place and the resolution to the known ‘Monitor Fuse’ problem will continue over this quarter.
The volume of reported Software coded calls also increased slightly during August, which was partly
contributed by ‘New user Login’ problems encountered by relief Post Office staff.
Network call volumes remain steady with 4 problems reported during August.
SLA’s relating to this section are listed. Reporting will commence progressively after evaluation of initial
results arising post- Release 1C implementation.
Report Page Review Status
_All 31-33 [All reports completed. _ _
7.4 TBN___HSHD Local - Priority ‘A’ - Remedial (6 Hours) Q3 ‘98
I__7.6 I TBN _HSHD Local - Priority ‘B’- Remedial (10Hours) I 398
77 TBN HSHD Remote - Priority Remedial (24 Hours) Q3 ‘98
7.8 TBN ___HSHD Software Remedial Q3 ‘98
7.9 TBN___HSHD Local - Priority ‘A’ - Non Remedial (4 Hours) Q3 ‘98
7.10 TBN___HSHD Local - Priority ‘B’ - Non Remedial (8 Hours) Q3 ‘98
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Vers 1.2
“Dates 16.09.98
7.1 CALL TO RESOLUTION PROFILES - HARDWARE
160
120
HARDWARE CALLS
Printers - 40
Screens - 28
2
6
Priority’
Priority’
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
A Priority - . 2 10 6 2 3 8 1 4 4 7
B Priority - - 56 64 78 63 89 105 52 78 65 75
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Date: 16.09.98
7.2 CALL TO RESOLUTION PROFILES - NETWORK
160
Nl
10 oe : I I IETWORK CALLS
Network Problems - 3
2
& 80> =
° BAP io‘ty
IB Priority
o- _ = _
o- : _f —. = a I _ I
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
A Priority - : 18 0 1 0 0 1 ie) le) ie)
B Priority - - 81 5 2 3 2 10 1 6 4
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Vers 3 1.2
“Dates 16.09.98
7.3. CALL TO RESOLUTION PROFILES — SOFTWARE
160
SOFTWARE CALLS
120 Exceptions - 4
New User Login
problems - 3
2
3 80--
40
0
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
A Priority - : 18 6 4 2 2 ie) 2 1 1 3
B Priority - : 133 32 53 48 111 95 19 29 16 17
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Vers 12
Date: 16.09.98
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
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Version: 1.2
Date: 16.09.98
NETWORK SERVICES
(Overall Comments
All service targets have been met during the month.
\There were no faults reported on the Client Links and Backbone Neworks during the month of August.
IThe 2 reported Branch WAN faults were both found to be within the BT Local Serving Exchanges (LSE).
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
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Version:
Date:
12
16.09.98
8.1 BRANCH WAN SERVICE AVAILABILITY
100.00
99.90 ~
99.80 —
99.70
99.60
% Availability
99.40 ~
99.30
99.20
99.10 —
99.50 ~
sep Oct Nov
Dec
"Jan
“Feb, Mar
Apr
May Jun
Jul
Branch WAN
Faults - 2
Aug-98
Sep
Oct
Nov
Dec _
Jan
_ Feb
Mar
May
Jun
dul
Aug
Branch
WAN
99.95
99.97
99.88
99.94
99.98
99.94
99.93
99.95
99.97
99.94
99.97
99.99
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Date: 16.09.98
8.2 BACKBONE NETWORK SERVICE AVAILABILITY
10 SSS ee < Ss SORES
99.9
99.8 on ool se ee = = oo = a
99.7 2 & fT Backbone N/W
299.6 Faults - 0
a
E
99.4 = fe : = : =
99.3 i =
99.1 T T T T T T T T T T
Sep Oct Nov Dec Jan Feb Mar Apr May = Jun Jul Aug
1997 1998
Aug-98 Sep Oct Nov Dec Jan Feb I Mar _ Apr May Jun Jul Aug
% Backbone 99.99 99.99 100 100 100 99.99 100 100 100 100 99.97 100
3 NAW.
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Date: 16.09.98
T
Apr May Jun Jul Aug
1998
8.3 CLIENT LINKS SERVICE AVAILABILITY
100
99.9
99.8
Client LINKS
Faults -0
T
99.3
99.2
99.1
Aug-98 Sep Oct Nov Dec Jan Feb I Mar. Apr May Jun Jul Aug
% Client Links I 99.99 100 99.98 100 99.97 100 100 99.98 100 100 100 100
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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
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Date: 16.09.98
ACCOUNTING & RESOLUTION
(Overall Comments
All SLA’s introduced by Release 1C implementation are contained in this review report. Current status is as
summarised below.
Overall improvement in the Resolution process evident with all SLA levels achieved during the month of
‘August.
Report Page Review Status
9.1 47 Total value of errors outstanding at 31% August = £132.75. SLA met.
9.2-9.4 47 All SLA levels Achieved.
Report Page SLA Forecast
N/A : All SLA reports delivered. None outstanding. -
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12
Date: 16.09.98
9.1 PAS - ERRORS OUTSTANDING (D08 - Table 4.1:
Total value of errors shall not exceed £1M)
MAL £1M Sep Oct Nov Dec van Feb Mar Apr May Jun Jul Aug
TRL N/A £M - - 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00
Total Value of Monthly - - 0.11 0.19 0.48 0.87 1.61 2.21 1.83 2.30 2.15 2.33
Transactions(£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 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % : - 0.25 0.44 0.28 0.13 0.10 0.06 0.07 0.06 0.11 0.05
Total Number of Transactions - - 3,604 6,762 16,827 I 29,964 I 54,774 I 77,973 I 60,185 I 74,007 69,241 75,340
9.3 PAS - RESOLUTION OF ERRORS (D08 - Table 4.1: 80% of errors to be resolved within 40 hours)
% MAL 80 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % - - 67.0 70.0 48.94 45.00 $2.73 69.57 67.50 75.00 89.19 100
9.4 PAS - ERROR CLEARANCE (D08 - Table 4.1: 100% of all errors shall be cleared within 5 days)
% MAL 100 Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL N/A % : - 77.8 63.64 51.06 45.00 89.09 100 87.50 93.18 91.89 100
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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
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Version: I 1.:
Date: 16.09.98
TRANSACTION SERVICES
SLA’s relating to this section are listed and reporting will commence progressively post-Q3 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 Q3 ‘98
10.2 TBN __BES Casual Agent Encashment Post Q3 ‘98
10.3 TBN___BES Permanent Agent Encashment Post Q3 ‘98
10.4 TBN___BES Foreign Transactions Post Q3 ‘98
10.5 TBN APS - Cash payments - No tokens handed back to Customer Post Q3 ‘98
10.6 TBN __APS - Cash payments - Tokens handed back to Customer Post Q3 ‘98
10.7 TBN__APS - Cash payments - Using Smart Card or Key Post Q3 ‘98
10.8 TBN__OBCS Book Issues - Local Post Q3 ‘98
10.9 TBN__OBCS Book Issues - Foreign Post Q3 ‘98
10.10 TBN___OBCS Encashment - Local Post Q3 ‘98
10.11 TBN _OBCS Encashment - Foreign Post Q3 ‘98
10.12 TBN __EPOSS transactions Service Post Q3 ‘98
10.13 TBN __BES Transactions - Global Post Q3 ‘98
10.14 TBN ___APS Transactions - Global Post Q3 ‘98
10.15 TBN__OBCS Transactions - Global Post Q3 ‘98
10.16 TBN _POCL Transactions - Global Post Q3 ‘98
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11 SYSTEMS SERVICES
CFM109
CFM201
CFM202
CFM203
CFM219
PW125
PW127
CAPS-PAS I/F - Batch Next Day - Late Arrival
CAPS-PAS I/F - Batch Next Day - Personal Details Notification
CAPS-PAS I/F - Batch Next Day - Payment Stop - Non-Immediate
CAPS-PAS I/F - Batch Next Day - Payment Authorisation
CAPS-PAS I/F - Batch Next Day - End of Interest Notification
PAS Batch Transactions - False Rejections/Acceptances
CMS Batch Transactions - False Rejections/Acceptances
TBN
TBN
TBN
TBN
TBN
TBN
TBN
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Date: 16.09.98
SYSTEMS SERVICES
Overall Comments
SLA’s relating to this section are listed and reporting will commence progressively post-Q3 98.
In addition any SLA not being available for presentation to the Service Review Forum in the above time-
Report Page Review Status
Report Page SLA Forecast
11.1 TBN __CAPS-PAS I/F - Batch Next Day - Late Arrival Post Q3 ‘98
11.2 TBN __CAPS-PAS I/F - Batch Next Day - Personal Details Notification Post Q3 ‘98
11.3 TBN —_(CAPS-PAS I/F - Batch Next Day - Payment Stop - Non- Post Q3 ‘98
Immediate
11.4 TBN__(CAPS-PAS I/F - Batch Next Day - Payment Authorisation Post Q3 ‘98
11.5 TBN__CAPS-PAS I/F - Batch Next Day - End of Interest Notification Post Q3 ‘98
11.6 TBN___PAS Batch Transactions - False Rejections/Acceptances Post Q3 ‘98
11.7 TBN __CMS Batch Transactions - False Rejections/Acceptances Post Q3 ‘98
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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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OPERATIONAL SYSTEMS
Overall Comments
here was no reduction to the Service Availability during the month of August.
Report Page Review Status
Report Page SLA Forecast
N/A - No new SLA’s to be introduced.
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12
Date: 16.09.98
12.1 PAS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
% MAL I 99.5 Cumulative Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL 91.5 % 99.14 100 100 97.19 100 100 100 100 98.27 99.28 100 100
SLA Service Levels Achievement
MAL [ 0 I __ Discrete Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Total Outages for 2 ie} i‘) 1 i} i¢} 0 i‘) 1 2 ie) 0
Operational
System
12.2 CMS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
% MAL I 99.5 Cumulative Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL 91.5 % 99.14 100 100 97.19 100 100 100 100 98.27 99.28 100 100
SLA Service Levels Achievement
MAL [I 0 I __ Discrete Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Total Outages for 2 0 ie) 1 ie) id) i} 0 1 2 0 0
Operational
System
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12.3. TMS AVAILABILITY ON-LINE - CUMULATIVE & DISCRETE
SLA Service Levels Achievement
% MAL 100 Cumulative Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
% TRL 91.5 % 99.14 100 100 97.19 100 100 100 100 100 99.28 100 100
SLA Service Levels Achievement
MAL [ 0 I __ Discrete Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Total Outages for 2 0 0 1 0 0 0 0 0 2 0 0
Operational
System
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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
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BPS - MIS REPORTS
Overall Comments
ll 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
Report Page SLA Forecast
N/A
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