ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Refi CS/PER/ 013
Version: 22
Date: 16.04.99
Document Title:
Document Type:
Abstract:
Status:
Distribution:
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SERVICE REVIEW - PERFORMANCE STATISTICS
SERVICE REVIEW - APRIL 1999
This document contains a summary of the Monthly Service Performance Statistics for the Period
x to 315? March 1999.
Definitive
Service Management Review Forum Stephen Muchow
Peter Burden Martin Riddell
Peter Robinson Tony Oppenheim
Paul Westfield
As above plus:
ICL Pathway Management Team Richard Brunskill
ICL Pathway Suppliers (Part)
ICL Pathway Library
Deirdre Murrow, Information Analyst, Customer Service
Stephen Muchow, Director Customer Service
Date: 16.04.99
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CONTENTS
oO. DOCUMENT CONTROL
1 INTRODUCTION
2. MANAGEMENT SUMMARY
3. HORIZON VOLUMETRICS
4 SERVICE PERFORMANCE STATUS REPORT
5. CUSTOMER SERVICE OPERATIONS REPORT
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o DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version Date Reason
om 16.079 Initial Draft with limited circulation & issue for review
02 27.08.97 Draft for first Service Review and evaluation within the Service Management Review Forum
03 16.09.9 ‘Amended by Service Review Forum (August) input.
Ong 10.10.97 ‘Amended by Service Review Forum (September) input.
OS, .ILO7 Amended to reflect SLAI profiles arising from Rel 1C implementation ‘Commented [MSOffice1]: Service Level Agreement )
06 1712.9) Minor changes with introduction of Release 1C reports.
o- 19.01.98 BPS MIS Reports included I Commented [MSOffice2]: Management Information
o8 13.02.98 BPS MIS Reports deleted - issued via Electronic Route. System
9. 13.03.08, ‘Amended by Service Review Forum (January) input. Includes new Management Report (Section 2) YE AS
10. 14.04.98 ‘Amended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes. Saal ee I Mone peent ni
20 15.12.98 Draft restructure of NRa Service Review ~ Performance Statistics Book
2a 1.03.99 Restructure of NR2 Service Review - Performance Statistics Book - as accepted by Service Review Forum.
0.2 ASSOCIATED DOCUMENTS
Version] Date Title
on 02.07.97 I Business Performance BLA Listings 5 (commented IMSOfficed]: Service Level Agreement )
0.9 13.03.98 _I RiC Operations Report
10 01.03.99 _I ICL Pathway Customer Service Monthly Incident Review
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03 ABBREVESTIONS
Benefit Agency PA: Payment Authorisation System
5 Benefit Payment System PCHI Payment Card Help-Line
CAPS Card Automation and Payment Strategy __ PMS. Payment Management System
CMs, Card Management System PU Pick Up Notice
Dss Department of Social Security Poc Post Office Counters Limited
EIS Executive Information System SLA Service Level Agreement
HSHD,__ Horizon System Helpdesk SI Service Level Agreement Monitor
IT Information Technology TBN To be Notified
MIS Management Information System TM! Transaction Management System
MAL Minimum Acceptable Level TRI Termination Review Level
NINOI__ National Insurance Number
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:
Other:
[POCL(Non-Serv):
POCL (Serv):
H/W:
N/W:
S/W:
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).
Contains ‘Other’ enquiry type calls as defined above plus all calls made that arise from
‘Inappropriate’ calls such as ‘wrong telephone’ number connection.
All calls placed with Horizon System Helpdesk that embrace non- System Service calls (currently
equates to Implementation, Environmental, Training, Advice & Guidance etc.)
All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates
to Hardware, Software and Network).
Calls diagnosed as relating to a system hardware fault.
Calls diagnosed as relating to a system network fault.
Calls diagnosed as relating to a system or application software fault.
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{Commented [MSOffice5}: Benefit Agency
‘Commented [MSOffice6]: Payment Authorisation
System
(commented [MSOffice7}: Benefit Payment System}
Commented [MSOffice8]: Payment Card Help-Line _}
\\\ I Commented [MsOffice9}: Card Automation and
Payment Strategy
I ‘Commented [MSOffice10]: Payment Management
\ I System.
{commented [MSOffice11]: Card Management System
Commented [MSOffice12]: Pick Up Notice
‘Commented [MSOffice13]: Department of Social
J
: Post Office Counters [I
Commented [MSOffice15]: Executive Information [I
‘Commented [MSOffice16]: Service Level Agreement}
Commented [MSOffice17]: Horizon System Helpdesk}
I) Genco ee at ag I
\ (commented IMSOffice19}: Information Technology _}
i Ne ‘Commented [MSOffice20}: To be Notified )
II\[Commented [MSOffice21]: Management Informatio’. I
\\ Veormered IMSOffice22}: Transaction Managemer. )
le Commented [MSOffice23]: Minimum Acceptable _[ . I
[Commented (MSOffice24}; Termination Review Level}
\(Commented [MSOffice25]: National Insurance I_I
Commented [MSOffice26]: Payment Card Help-Line _}
‘Commented [MSOffice27]: Department of Social (I
\ (Commented [MSOffice28]: Post Office Counters [_ I
(Commented [MsOffice29}: Post Office Counters (I
(commented [MSOffice30}: Post Office Counters [I
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@ CARD & PUN MANAGED SERVICES (Commented [MSOffice31}: Pick Up Notice )
Issued to POCL: Rolling Cumulative of Actual Cards Issued during roll-out. Aggregated Monthly. P
‘Commented [MSOffice32]: Post Office Counters
Issued to Customer: Rolling Cumulative of Actual Cards Issued to the Customer (ie. Collected at the Post Office outlet) Limited
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’.
@ 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.
0.5 CHANGES IN THIS VERSION
Section 3 - All dates are now represented in ‘Mmm-yy’_ format over the 12 month rolling year.
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1.2
13
INTRODUCTION
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 now definitive and is to be used commencing March 1999.
INTERPRETATION
Data interpretation, beyond report label classification, can be further qualified by use of the Service Review Guide.
REVIEW BOOK CONSTRUCTION
This book is sectioned by key areas against which Service Management Reviews are be conducted. Where necessary
supplementary information will be provided to support the service performance status reports.
@ Management Summary
@ = Horizon Volumetrics
@ Service Performance Status Report
© Customer Service Operations Report
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2. MANAGEMENT SUMMARY
GENERAL
Programme Operational Active
Status Counters Cards
I 31*March i999 I 332 I 37,584" I
* figure up to w/e 27.03.99
The implementation of Release 1C brings with it increased reporting activity relating to SLA’s. Additional __--{Commented [MSOffice33}: Service Level Agreement _}
reports being established are listed within this Review Book, under their relevant Sections against the
classification of BN. _-{Commented [MSOffice34]: To be Notified )
Macth Service Performance, against reported SLAs, showing specific detailed performance levels in their __—-(commented [MSOffice35]: Service Level Agreement _}
respective Sections. Overview shows the following areas relating to delivered service performance to be
discussed at the Review Forum:
Help Desk Services: - All Level 1 Resolution SLA’s met. _-{ Commented [MSOffice36]: Service Level Agreement _}
Card & PUN Managed Service: - at sas met. (Commented [MSOffice37]: Pick Up Notice }
ccounting ‘esolution: - 's met. ~ ar
Operational Systems: - All SLA’s met. {commented IMsofice38k: Service Level Apresent
{Commented [MSOffice39]: Service Level Agreement _}
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3 HORIZON VOLUMETRICS
34 Operational Outlet & Counter Volumes 9
3.2 PCHL Call Volumes - Predicted -v- Actuals 10
3.3 PCHL Call Profiles ~ By Classification n
3.4 PCHL Call Profiles - By Categories 2
35 Horizon System Helpdesk - POCL & DSS Call Volumes B
3.6 Horizon System Helpdesk - POCL Call Profiles 14
3.7 Horizon System Helpdesk - DSS Call Profiles 15
3.8 Card Volumes ~ Predicted -v- Actuals 16
3.9 Card Profiles - By Classification 17
3.10 Card Profiles - By Categories 18
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31 OPERATIONAL OUTLET & COUNTER VOLUMES
400
350
i Live Outlets
1 Live CountersI
300
250
No. 200
May98 Jun-98
JuL98
Aug 98
Sep98 Oct-98
Nov-98
Dec-98
Jan99 Feb99
Mar-99
‘Apr99
Mar-99
May-98
Jun-98
Jul-98
Aug-98
‘Sep-58
Oct-98
Nov-98
Dec-98
Jan-99°
Feb-99
Mar-99.
Apr-oo
Live Outlets
204
204
204
204
204
204
204
204
204
204
203
204
Live Counters
334
334,
334,
334,
334
334
334
334,
334,
334,
332
334
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3.2 PCHLCALL VOLUMES - PREDICTED -v- ACTUALS
_--(Commented [MSOffice40}: Payment Card Help-Line_}
3500
Mar-99
+ Predicted
= Actuals
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3.3 PCHICALL PROFILES - BY CLASSIFICATION
1400
1200
1000
Calls
Apr98 = May-98 Jun-98
TOTAL CALLSI
March 1999
1713
=cus
mPAS
'@ InapproprateI
Invalid
‘JuL98 Aug-98 Sep-98 Oct-98 Nov-98 Dec-98 Jan-99 Feb-99 Mar-99
Margo I Call Type I Apr9S I May-08 I Jun08 I vJurOB I AugS8 I Sep98 I Oct98 I Nov0S I DecOS I Jan-09 I FebO9 I Margo
CMS 858 572 596 641 684 1278 757 529 502 547 423 572
PAS 665 625 815 573 624 764 406 37 382 281 316 a7
Inappropriate 744 649 845 823 824 1044 792 731 585 706 644 693
Invalid 142 19 36 14 37 70 59 Ey] 54 24 32 ET]
Total 2409 1865, 2292 2051 2169 2856 2014 1648 1473 1558 1415 1713
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3.4 PCHICALL PROFILES - BY CATEGORIES _--( Commented [MSOffice42}: Payment Card Help-Line _}
1200
1000
TOTAL CALLS)
1713
800
3 600 =CMS
mPAS
‘i Inappropriate}
400 ‘Binvalid
200
0
1-BA 2-POCL 3 - Customer (English) 4 - Customer (Welsh) 5- Other
Categories
1112
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3-5 I HORIZON SYSTEM HELPDESK - POCL & DSS CALL VOLUMES
200
Calls
Wul88 —Aug-88 Sep98 Oct-98 Nov-98 Dec-98 Jan99_Feb-99
TOTAL CUSTOMER:
CALLS
481
‘POCL (Serv)
MPOCL (Non-Sery)
mDsS
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3.6 HORIZON SYSTEM HELPDESK - POCL CALL PROFILES
—I
lcalts
1
Call Categories
TOTAL POCLI
CALLS
463
Commented [MSOffice43]: Post Office Counters
Limited
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37 HORIZON SYSTEM HELPDESK - DSS CALL PROFILES —I Commented [MSOffice44]: Department of Social
Security
2
TOTAL DSSI
CALLS
18
calls
Call categories
Operations
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3-8 CARD VOLUMES - PREDICTED -v- ACTUALS
—e— Predicted
—=— Issued to POCLI
0
Apr98 May 98 Jun-98 1.98 Aug98 — Sep-98 —Oct98_—Nov-98 = Dec-98 = Jan-99 Feb99 = Mar-99
33,585, 41,805, 48,294
35,997 42,011 44,187
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3-9 CARD PROFILES - BY CLASSIFICATION
‘50,000
Cards
mIssued fo POOL --
m Issued to Customer
mActive--
© ICL Pathway Ltd
Apr98 — May-98 = Jun-98-=—Juk98_—Aug-98 Sep-98 Oct 98-Nov-98 Dec-98 = Jan 99 Feb-99 = Mar99
Mar-99 Apr-98 May-98 Jun-98 Jul-98 Aug-98 Sep-98 Oct-98 Nov-98 Dec-98 Jan-99 Feb-99 Mar-99
Issued to POCL 30,574 I 32,719 I 34,033 I 35,997 I 42,011 I 44,187 I 45,126 I 45,909 I 46,664 I 47,506 I 48,140 I 49,038
Issued to Customer 28,031 I 29,729 I 31,256 I 33,008 I 35,802 I 40,182 I 41,692 I 42,568 I 43,306 I 44,063 I 44,731 I 45,490
Active 26,478 I 27,692 I 28,531 I 29,191 I 31,559 I 34897 I 35,985 I 36,485 I 36,816 I 37,115 I 37,381 I 37,584
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3.10 CARD PROFILES - BY CATEGORIES
110
100
~” CARDS IN
ISSUE
= 49,038
BLost
o m Stolen
2 Damaged
6
Aor98 May98 Jun-98 —Jul98-Aug-98 Sep-98 Oct98 Nov-98 Dec98 Jan99 Feb99 Mar 99
Mar-99 I Apr-98 I May-98 I Jun-98 I Jul98 I Aug-98 I Sep-98 I Oct-98 I Nov-08 I Dec-98 I Jan-99 I Feb-99 I Mar-99
Lost Ex) 59 ia 60 68 72 70 72 92 103 68 73
Stolen 30 28 15 33 33 38 39 28 a a 28 EW
Damaged 54 Ed 5 Eg En ca 36 62 8 Gd 7 Gy
Total as % of Issued CardsI_ 0.41 038 I 038 I Oa7 I 035 I Os9 I O37 I 035 I 036 I OAT 034 I 0.35
Annual % oflssued CardsI 487 I 455 I 327 I 328 I 297 I 304 I 346 I 317 I 292 I 384 I 382 I 379
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4 SERVICE PERFORMANCE STATUS
42
43
44
45
4.6
47
48
49
4.10
Helpdesk Services
Card Management Services
System Service
Accounting and Resolution
Interface Services (1)
Interface Services (2)
Systems Performance
Data Services
Transaction Services
Training Services
Implementation & Roll Out
Supporting Comments
20
2
22
23
24
25
26
27
28
29
30
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4.1___ HELPDESK SERVICES
1999 HELPDESK SERVICES ‘MAL I TRL ‘Comment
SS
Payment Card Helpline
a I os «2's 2nsverec winin 205 20% I ams
TN I v's 21s 2022108 in 208 c.0% I amine
5 I 6's 62's 200rdones tough rng ot core Iamths
I cs 62's &025-: 0% I ants
I I c's - L201 1 cas cesoived within 5 mins 95% I 2mths
(77S eS I cs < Level 1 Cals cesoived within 10 mins 100% I mths
I I © 4s - 2's answered within 205 20% I 2mths
NI I £3 «21s 2512108 wn 40 cao%I amins
ec I 24 «a's cdardoned through ring off 99% I amths
I I 4s 2's £0200 o9% I amths
( I 24s «2101 1 cals resoived within 5 mins 95% I 2mths
a I 08s «2101+ cats resoived within 10 mins 100% I 2mths
Horizon Helpdesk
I I 21; 20 s:105 27 205 0% I 2mtns
TS I 2's 21512020 within 405 20.9% I amths
(Drea) 663] 96.88] 96.26] 7.37] 97.54] 98.15] 98-16] 98.71]9816 I 9880] 97.94] I Calls abandoned through rng off 29% I 2mths I IJongoing CP discussions relating to this SLA
I ces &520-: 0% I ants
(as ]BH.05I-w3.35I Tae] BOAO] S254] 9AI0] BEST] SO.8SIETAA I TSO I Level 1 Calls resolved within 5 mins 25% I ams I IJoniy Lt cas - First month of SLA met
(Bas Bare9] 96H a7ILBAATI STB] SEATLUT.BeI STOSISSAT LOSS I Level 1 Cals resolved within 10 mins 100% I 2mts I Ioniy Lt cas - First month of SLA. met
LLL i TH 22200] I Love! 2 calls resolved within 30 mins 95% I 2mths I IIReduction due to One-Shot Password calls
SSSA] I Level 2 als resotved within 45 mins 100% I mths IIReducton due to One-Shot Password cals
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4.2 ___CARD MANAGEMENT SERVICES
388 CARD MANAGED SERVICES WAL I TRL Comment
1998
7TsTe«T71*=]>,[o™]u][e7][i]7]>
‘Card Management
aS I cares - urgent New (>9000)- Day A+ 4 99% I 90%
I [ l [ I I l I l I I I Cards - Urgent Lost Damaged or Stolen - Day A + II 99% I 90%
3
ST] ces - non Urgent -Day A 8 oon I 90%
PUN Management
I 2 02155 5-2 20% I 90%
I I 20 12: 081029 062070 09% I 2mins
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4.3 SYSTEM SERVICES
388 SYSTEM SERVICE WAL I TRL Comment
1998
7TsTe«T71*=]>,[o™]u][e7][i]7]>
Call to Resolution (Local)
[ I I I I I I I ] I I Hardware/Network Priority A - 4 hours Non- 4brs_I 2mths
Remedial
I I I I I I I I I I I Hardware/Network Priority B - 8 hours Non- 8hrs I 2mths
Remedial
a a [EGE I Hordwareintetwork Priority A-6 hours Remedial II hrs I -
a a TGS I Harawaremetwork Priority 8 - 10 hours Remedial I} 10nrs I -
I I I I I I I I I I I Hardware/Network Priority - Excess Downtime -
Remedial
Call to Resolution (Remote)
Hardware/Network Priority A -8 hours Non- hrs I 2mths
Remedial
Hardware/Network Priority B - 12 hours Non- 12hrs I 2mths
Remedial
Hardware/Network Remote Priority A- 12 hours II 12hrs I -
Remedial
HardwareiNetwork Remote Priority B- 24 hours. I 24hrs I -
Remedial
LLLLLLL1 PN I reese 2 1017- bee Domtine -I-
Remedial
Call to Resolution - Software
a a TEES I sottware Prioty 8 - 7 days Non-Remedial Tdays I 2mths
I [ l I l l l I ‘Software Priority B - 14 days Non-Remedial ‘tdday I 2mths
s
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4.4 __ ACCOUNTING AND RESOLUTION
1098
2 SA
5
2
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4.5___ INTERFACE SERVICES (1)
388 INTERFACE SERVICES (1) WAL] TRL Comment
1998
71T>1eT71*1>,~™]"1][~2=i{1]215
‘CAPS-PAS Timeliness
f I I i I I T [ I I ] I Urgent - Payment Stop 95% I 85%
I I I I I I I I if ]} Urgent Payment 95% I 85%
I I I I I I I I I I ]] Urgent Payment - Variant with Personal Details 95% I 85%
I I [ I I I I l l I I Urgent Payment Authorisation/Enabling (Payment I 95% I 85%
collection details)
I I I I I I I I I ]} Urgent Payment Details - Variant with CMS. 95% I 85%
[ I I I I I I I I I ] Batch Next Day transactions - Payment 95% I91.5%
Authorisation
I I [ I l I I l l l I Batch Next Day transactions - Stop Request -Non- I 95% I 91.5%
Immediate
I I I I I I I I l I I Batch Next Day transactions - Personal Details 95% I91.5%
Notiteation
Batch Next Day transactions - End of Interest 95% I91.5%
Notification
L I I I I I I I i ]} Batch Next Day transactions - Late Arrival 95% I91.5%
I I I I I I I I I ]} Batch Regular - Payment Authorisation 95% I91.5%
as a a a GL [EGON I Batch - Regular transactions - Late Arrival 95% I91.5%
I I I I I I I I if ]] Batch - Expiry Confirmation 95% I91.5%
I I I I I I I I I I ]] Batch - Encashment Notification 95% I91.5%
a a a GC TEGIII I Batch - Personal Details (Transaction Acc/Re)) 95% I 2mths
I I [ I I I I I l I I Batch - Payment Stop Request (Transaction 95% I 2mths
AcciRe)
[ I I I I I I I l I ] Batch - Payment Authorisation (Transaction 95% I 2mths
AcciRe)
I I [ I I l I I l I I Batch - End of Interest Notification (Transaction 95% I 2mths
cei)
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a a T T] Batch - Payment Authorisation Fle AcoRe)) 95% [amine
LLLLL1 ]I astziot Oey Payment stop Renuest- (rie I} 95% I ants
AcolRej)
a I ]I atch Next Day - Personal Details (File AcciRej) I} 95% I 2mths
LLLLL1 ]I aster Oey End ctrterestnoteton Fie I 95% I ants
AcoiRej)
J
4.6 INTERFACE SERVICES (2)
1999, INTERFACE SERVICES (2) ‘MAL I TRL Comment
1998
7[TsTe«T7T*= Ts ,o[u][ elo
PAS-CAPS Timeliness
I I I I I I ]] Batch - Expiry Confirmation 95% I91.5%
a I ]I Batch -Encashment Notification 95% I91.5%
ee a a a I ]I atch - change Nominated Post Office Request I} 95% [91.5%
CMS Timeliness
LLLLLI I J] Set: Uroent eneectone Personal Deis (Tn I 65% I ante
AcoiRej)
LCLLLILI ]I ast, User Transscons- Personal Detats (Fe I 95% I ants
AceiRe))
es a a a I ]I Batch Transactions-False Rejections/Acceptance I} 100% I 98%
PAS Timeliness
On-Line Transactions - False 100% I 98%
Rejections/Acceptances
a a a a I ]I Batch Transactions-False Rejections/Acceptances I} 100% I 98%
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Ref: CS/PER/ a3,
Version: 22
Date: 16.04.99
4.7___ SYSTEMS PERFORMANCE
Ta aes an Comment
1098
2 SA
CMS Availability
7 NN I 07 re Curizive Sorvcotorie port I Joos Ir. 5%
a I I 00 12 -s%2 Downtime > 15 ns 0 Iamins
PAS Avalbity
7 I on re Curiaive servcotorine pot I feos for. 5%
a I I 08 12-05 :0 Dove > 15 ns 0 fans
18 Avemabany
TE I Ors -Curwicive sorvcotorine poriot I JoosyIor5%
2 I I 05 12-052 Dourtime> 15 ns 0 famtns
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4.8 DATA SERVICES
388 DATA SERVICES WAL I TRL Comment
1998
7TsTe«T71*=]>,[o™]u][e7][i]7]>
RDMC Reference Data
a a a a a I [EI I ata Delivery - Day 8 97% I 2mths
a a a a I TI I vata Delivery - Day c 99% I amths
a I TIS I bata Delivery - Day D 100% I 2mths
APS Reference Data
a I TGS I bata Delivery - Day 8 97% I 2mths
a a a a [ [I I vata Delivery - Day © 99% I 2mths
a a a I [I I ota beivery - Day D 100% I 2mths
APS Data
a a a I TI I Fie Delivery - Day B 97%
a I [I I Fie belvery - Day 99% I -
a I [GEG I Fie belivery - Day D 100% I 98%
TPS data
a a a a I [GI] I Fie Delivery - Day s7% I -
es a a a I [I Fie velivery - Day 99% I -
a a I [SG I Fie vetvery - Day D 100% I 98%
08CS Data
a a I TEES I 08: stop tist- Day 8 om I -
I I I I I I I I ]] 08¢8 Stop List - Day ¢ 90% I -
a a a A I [EGGS I 086s stop tist - Day 100% I 98%
a a a a I TG I Fie vetvery - Days om I -
I I I I I I I I ]I File Delivery - Day C 99% I -
f I I I I I I I I ]} File Delivery - Day D 100% I 98%
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4.9 TRANSACTION SERVICES
388 TRANSACTION SERVICES WAL I TRL Comment
1998
7TsTe«T71*=]>,[o™]u][e7][i]7]>
BES
f I I I [ [ T [ [ I [ [ ]I BES Aggregations 3
Beneficiary, Appointee, Alternative Payee: Local,
Inti
Beneficiary, Appointee, Alternative Payee: Foreign,
Inti
Beneficiary, Appointee, Alternative Payee: Local,
Subsequent
I I I I I I I I I I I ]I Permanent Agent: Local, Initial
I I I I I I I I I I I I ]I Permanent Agent: Foreign, Initial
[ i I I I [ I I I I I I ]} Permanent Agent: Local, Subsequent
f I I I I I [ [ I I ] I Casual Agent, own card: Local, Initial
f I I I I [ I I I I I I ]} Casual Agent, own card: Foreign, Initial
I I I I I I I I I I I ]] Casual Agent, own card: Local, Subequent
[ I I I [ I I I I [ [ [ ]} Temporary Token
oscs
t I i I [ [ I I I I I I ]] BCs Aggregations E 5
f I I I [ [ T [ [ [ [ [ ]] Receipts & Issues (local)
f I I I [ [ i [ [ I [ [ ]] Receipts & Issues (foreign)
f I I I [ [ T [ [ I [ [ ] I Encashment (local)
f I I I [ I I I [ I [ ]] Encashment (foreign)
aps
f I I I [ [ i I [ I [ I ]] APS Aggregations - -
I l I l I l I l l l l l ] ‘Cash Payments - No tokens handed back to
customer
f I I I [ [ I I I [ I [ ] I Cash Payments - Tokens handed back to
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LS SS A A A A I Se
[ I I I I I I I I I I I ]] Cash Payments - Using Smart Card or Key
Poss
a TT SES} eross w]e
4.10 _TRAINING SERVICES
1388 TRAINING SERVICES WAL I TRE Comment
1998
7Ts,Te«T71*=]>5 [mo] u[*}]i]2]>
i! I I I [ [ I I I I I I ]] Training Course Availabilty
f TT I [ I I i I T T i ] I Training Venue Quality
f I I I [ [ T I [ I I I ]} Training Course Quality
CTT TTT TT LT TG I Training course cancetiation
f I I I [ [ I I I I I I ]} Training Course Competence Levels
I I I I I I I I i I [ ]I Training Course Feedback
i! I I I [ [ I I I I I [ ]} Training Course Live Delivery
I I I I [ I I l I I I I ] ‘Management of Change Consultant - Quality
Performance
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4.1 _ IMPLEMENTATION & ROLL OUT
388 IMPLEMENTATION & ROLL OUT WAL] TRL Comment
OSTEO ET
f I I I [ [ T [ [ I [ [ ]I Failure Rates - Shipments
t I T I [ [ I I I I I I ]} _ Installation Services - Support
I I I I I I I I I i I I ]I Installation Services - Timeliness
f I T I i i T [ [ I [ [ ]I Site Survey - Completeness
f I I I I I I [ [ I I ]I Site Survey - Audit Compliance
i! I I I [ [ I I I I I [ ]} Site Preparation - Timeliness
f I I I i [ T [ [ I I I ] I _ Site Preparation - Completeness
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4.12 SUPPORTING COMMENTS
Performance Mea: Comments
41 HSHD- Level 2 Calls resolved within 30 mins During the month, there were an exceptional number of
HSHD- Level 2 Calls resolved within 45 mins _ calls relating to One-shot Password (OTP) which are
inherently lengthy.
47 CMS & PMS On-line Discrete (February) In the March Service Review, it was stated that the
Corruption on the Riposte Index resulted in some loss of
service availability, however, this has subsequently been
proved that there was NO loss to the outlets at this time.
The status has been retrospectively corrected accordingly.
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5 CUSTOMER SERVICE OPERATIONS REPORT
51 Summary 30
5.2 New Problem Reports 30
5.3 Work In Progress Update 30
5.4 Closed since last Report 31
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5.1 Summary.
The Release 1C service remained stable during March. Operational outlets are currently undergoing necessary refurbishment in
preparation for Release 2. The first Release 2 migrated outlet is now operational.
5.2 New Problem Reports
5.2.1 LIVE 1¢ System has NO Cash Account Week Dates
The HSH received calls late on 31/03/99 postmaster’s were unable to do Cash Account Week as the Date was not recognised. It
became apparent on Wednesday morning that the Ric system had received a Reference data update from POCL giving the Dates
for Cash Account Weeks for the year 1999/2000, week 1 was w/e 31/03/99.
It was found that the Files from POCL for the cash Account had NOT been sent, therefore there were NO dates in the SYSTEM to
allow PMs to do their Cash Account Week. The SSC were working on a manual fix, whilst the CS problem manager arranged with
POCL service management to get the reference data files across via email and, as a secondary measure, the files were also
couriered to the Reference Data team to input into the Reference RDMC Database for Rel 1c on Thursday(o1/04) morning. In the
meantime the SSC/OTT team had come up with a manual fix and inserted the dates for the next 2 weeks into the system. This was
then proved with a PM, who was trying to do an End of Week Cash Account, which was achieved successfully.
The HSH had received calls during the day from most of the PMs (about 150) regarding this problem. HSH were instructed to
advise the problem was in hand however, the PM’s could do the last 6 days as End Of Day accounts and add then together to
produce the End Of Week, or delay until the weekend and try End of Cash Week again. Advice was obtained from POCL before
issuing this guidance to the PMs.
This call will be left open until the Reference Data Files have been properly input into the 1c system. NO calls re this issue wer
made on1* April. This incident has now been closed.
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5.3 Work In Progress Update
5.3.1 Incomplete Transaction Summary
March’s incident rate decreased to 0.03%, as the ratio of reconciliation incidents received by BSU was 33 against 102k
encashed payments. The incident category that composed the majority of March’s incidents was ‘Non-committed’
transactions. The ‘Incomplete transaction’ category now only accounts for 27% of the exceptions received by BSU in March.
The number of incidents in the ‘Non-committed’ category rose to 16 in March, indicating a small increase with the clerks
voiding the transaction after paying the customer, as compared to February when 15 were received. ‘Non-committed’
transactions account for 0.016% of the total encashment stream. In order to reinforce that a transaction can be successfully
completed without having to void, if the PM gets into difficulties, a Horizon procedures update has been issued.
Incidents due to ‘Incomplete transactions’ rose slightly to 9 in March, although a further reduction to 0.009% of the total
encashment stream occurred. This was due to the proportion of incidents in this category being fewer, as compared with
the total encashment stream. Two ‘Power failures’ occurred this month, one payment was successfully re-encashed on the
system, whereas the second is discussed in further detail later on in this report (Please refer to Section 5). Business Support
have discussed the importance of these incidents with HSH, in that if a PM contacts them regarding ‘Power failure’, then
immediate action must be taken by advising the PM to run an end of day report, to establish whether the transaction has
been committed.
There were 40 occurrences of transactions being forcibly committed in March, which is significantly higher than February
when there were 31. The total value of transactions saved by the forced committal fix over the March period is £1790.25,
which is slightly lower than the February figure of £1820.25. Between August 1998 and March 1999 the forced committal fix
has saved £13,606.40 worth of BES transactions.
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5.3.2
5:33
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 go days.
CAPS raised a CR (Coo73) to formalise the temporary measure and Pathway have responded with a CCN - CCN307a was
delivered on 30/7/98 but rejected by Horizon on 1/10/98. Pathway will be following up this rejection.
For NRz the expiry period reverts to 56 days - changes to BA and Pathway documentation provided to beneficiaries will emphasise
the need for prompt card collection, Awaiting further update.
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 (232¢) was issued in March 1999. Awaiting impacts.
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5.4 Closed Since Last Report
5.4.1 Invalid Transaction Reference
On 22/01/99, a postmaster successfully swiped a card, however when the receipt printed, the transaction reference contained the
FAD, the node ID, and then, instead of the sequential reference number, 8 zeros. The clerk was able to finish the transaction and
everything, at this point, appeared in order. When the BES report was run, the said transaction did not feature. Investigation
shows that there is no record of any transaction in the Riposte message store.
12" February - the problem has been passed to BES / DEV on PinICL PCo020030.
Update 26" February - BES/Dev they are still investigating the problem, No reoccurrence this week. Await further update
Update from Richard Brunskil: No further update from Escher received to date. However, we have been assured by Development,
and have proved in our own testing, that the problem cannot occur with the NR2 kit as the ‘Log out’ screen cannot be accessed
from ‘Serve Customer’ where the card swipe has taken place. As the Customer is now content with our response to this problem
and we have had no other occurrences since the February, the problem should now be closed. Any findings received from Escher
in due course should be noted by Development and the recommendations applied as necessary. Incident closed.
5.4.2 Time-Out Fix not Working
A fix was delivered to PO counters on 09/02/98 to forcibly commit transactions after 74 minutes of inactivity. Another fix was
delivered on 17/05/98 to forcibly commit suspended sessions after 74 minutes of inactivity, However, there have been two
incidents of the ‘time out' fix not working correctly.
On 19'" February, a Tivoli script was written and a message sent to the counter to double check the version of software which is
being run at this counter. Update 26 February - no other occurrences.
This fix has now been proved to be working correctly. Incident closed.
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