ICL Pathway Led SERVICE REVIEW - PERFORMANCE STATISTICS Refi CS/PER/ox3
Version: 3.0
Document Title: SERVICE REVIEW - PERFORMANCE STATISTICS
Document Type: SERVICE REVIEW - JANUARY 2000
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1 to 31° January 2000.
Status: Definitive
Distribution: Richard Brunskill
Peter Burden
Stephen Muchow
Tony Oppenheim
Martin Riddell
Peter Robinson
Paul Westfield
ICL Pathway Library
Service Management Review Forum
ICL Pathway Management Team
ICL Pathway Suppliers (Part)
Author: Nicole Meredith, Information Analyst, Customer Service
Approval Authority: Stephen Muchow, Director Customer Service
Signature: Date: 07.02.00
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ICL Pathway Led SERVICE REVIEW - PERFORMANCE STATISTICS
CONTENTS
0. 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
On 16.07.97 Initial Draft with limited circulation & issue for review
2 27.08.97 Draft for first Service Review and evaluation within the Service Management Review Forum
03 16.09.97 ‘Amended by Service Review Forum (August) input.
Ong 10.10.97 ‘Amended by Service Review Forum (September) input.
05, 1.11.97 ‘Amended to reflect SLAI profiles arising from Rel 1C implementation,
06 1.2.9 Minor changes with introduction of Release 1C reports.
O7 19.01.98 BPS MIS Reports included
o8 13.02.98 BPS MIS Reports deleted - issued via Electronic Route.
09 13.03.98 ‘Amended by Service Review Forum (January) input. Includes new Management Report (Section 2)
10. 14.04.08 ‘Amended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes.
20 15.12.98 Draft restructure of NR2 Service Review - Performance Statistics Book
2a 11.03.99 Restructure of NR2 Service Review - Performance Statistics Book - as accepted by Service Review Forum.
23 17.06.99 ‘Amended to reflect Horizon contract changes made on 24" May 1999.
23 12.08.99 Brought into line with Performance Measures as set out in the revised contract
24 08.09.99 Service Review Book for August performance
25 16.09.99 Revised Service Review Book for August performance
2.6 07:10.99 Service Review Book for September performance
27 05.11.99) Service Review Book for October performance
28 07.12.99 Service Review Book for November performance
29 10.01.00 Service Review Book for December performance
3.0 (07.02.00 Service Review Book for January performance
ASSOCIATED DOCUMENTS
VersionI Date Title
Ou 02.07.97 I Business Performance SLAIListings
09 13.03.98 _I RiC Operations Report
10 01.03.99 _I ICL Pathway Customer Service Monthly Incident Review
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_-{ Commented [MSOfficet]: Service Level Agreement
}
_—[{ Commented [MsOffice2]: Management Information
System
‘Commented [MSOffice3]: Management Information
System.
(Commented [MSOfficed]: Service Level Agreement
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0.3 ABBREVIATIONS
EIS Executive Information System POCL Post Office Counters Limited Commented [MSOffice5]: Executive Information
HSH Horizon System Helpdesk SLA Service Level Agreement __ (System
IT Information Technology SLAM Service Level Agreement Monitor \\. [Commented [Msoffice6]: Post Office Counters
MIS Management Information System TBN To be Notified \\ Leimited
MAT Minimum Acceptable Threshold TRT Termination Review Threshold \\\ {Commented [MsOffice7]: Horizon System Helpdesk _
\\\ (eommented [MSOffices]: Service Level Agreement
{Commented [MsOffice9}:
Commented [MSOffice10]: Service Level Agreement
Monitor
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
formation Technology
‘Commented [MSOffice11]: Management Information
System
Commented [MSOffice12]: To be Notified )
‘Commented [MSOffice13]: Minimum Acceptable
‘Threshold
‘Commented [MSOffice14]: Termination Review
POCL (Non-Serv): __ All calls placed with Horizon System Helpdesk that embrace non- System Service calls (currently
equates to Advice & Guidance, Operations, Implementation, Reconciliation, Security and Other). \
Advice & Guidance Calls requiring general advice.
Operations Calls diagnosed as relating to the operating environment. \ I threshold
Implementation Calls for site preparation and installation. Corareaed INSGHNEx IS ESHORS CIES
Reconciliation Calls requiring reconciliation of a particular part of the system. Limited
Security Calls relating to security breaches or for the requirement of one shot passwords.
Other Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
verification calls,
POCL (Serv): All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates ‘Commented [MSOffice16]: Post Office Counters
to Hardware, Network and Software). Limited
H/W: Calls diagnosed as relating to a system hardware fault.
N/W: Calls diagnosed as relating to a system network fault.
s/w: Calls diagnosed as relating to a system or application software fault.
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@ 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’.
0.5 CHANGES IN THIS VERSION
The chart in Section 3.1 has been modified to show the total number of Live Outlets and Live Counters, starting from July 1999,
together with a forecast of future volumes as National Rollout continues.
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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 Status Live Outlets Operational Counters
I zi January2000 I 2000 4485
Comments
As National Rollout re-commenced in January, there were 2000 Outlets in Live operation by the end of the month. However, despite
the increased number of Outlets, there was a reduction in the total number of calls logged with the HSH (7017 calls in Jan 2000 as
compared with 7556 calls in Dec 1999). This in turn caused the ratio of calls per Outlet to drop to 3.5 in January, compared with 4.
in December 1999.
The Advice and Guidance category saw a significant drop in call volumes in January, whereas the volume of Software calls logged had
increased when compared with December's figure. The increase in Software call volumes was attributable to the following problems:
BT bills - invalid token
On 27th January a large number of incidents were raised because BT Bills could not be scanned. This was the result of a Reference
Data Process fail and a subsequent over-run during the previous night.
This particular problem was resolved by advising counters of a work around and transmitting the missing Reference data later that
day.
Blue screens - NT error
These occurrences of blue screens were caused by a communication outage to several Outlets. This resulted in a system crash at the
Counters. This problem with the network connection has now been resolved and a fix delivered to all gateway Counters in all
Outlets.
Girobank transaction report
A report fix was delivered to 1,100 Counters which caused the following scenario to occur in a number of Outlets who were
attempting to reverse a transaction. When a transaction was reversed, on a lower numbered Counter node, there was no evidence
on the Girobank summary that this reversal had taken place, although the correct information did go to POCL TIP. Some Outlets
realised this to be the case and altered the Girobank summary to reflect the correct transactions, Some Outlets however, completed
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the reversal again, which resulted in a discrepancy for the value of this reversal. MSU have advised POCL of all Outlets where we
know a problem has occurred (after calls were received by the HSH) and a fix was delivered to the affected Counters on 31° the
problem with Giro reports on 26" January.
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3 HORIZON VOLUMETRICS
3a Operational Outlet & Counter Volumes 10
3.2. Horizon System Helpdesk - Call Volumes 0
3.3. Horizon System Helpdesk - Service Call Profiles 2
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SERVICE REVIEW - PERFORMANCE STATISTICS
3.1 OPERATIONAL OUTLET & COUNTER VOLUMES
EE Actual Live
Outlets
EEE Actual Live
Counters
++ Forecast
Live Outlets,
- Forecast
Live
Counters
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3.2, HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
12000
Calls
Feb-99 Mar-99 Apr-99 May-99 Jun-99
JUL99 Aug-99 Sep-99 Oct-99 Nov-99 Dec-99 Jan-00
TOTAL CUSTOMER]
CALLS (Jaunary)
7017
mm Service
mmm Non-Service
—#— calls per Outlet
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Feb-99 I Mar-99 I Apr-99 I May-09 I Jun-99 I Jule9 I Aug-99 I Sep-99 I Oct-99 I Nov-99 I Deo-99 I Jan-00
Service 105 260 sa7_I 1347 I 1592 I 1609 I 1219 I 1422 I 2352 I 2664 I 2046 I 2425
Non-Service 228 203 o7_I 1743 I 1446 I 928 ti58_I 3680 I 10477 I 9567 I 5510 I 4592
‘Total Customer Calls] 333 463 1444 I 3090 I 3038 I 2585 I 2377 I 5102 I 12829 I 12231 I 7556 I 7017
Live Outlets 204 203 202 299 299 323 321 749 i506 I 1859 I 1858 I 2000
Calls per Outlet 16 23 7A 703 I 102 80 74 68 EX 66 a 35
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33 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
im Software
1m Hardw are
I Netw ork
2 mAaG
fi 1 Operations
H 1m krplementation
z 1c Reconciliation
1m Security
1a Other
May-99 Jun-99 Juk99-Aug-99 Sep-99 Oct-99 Nov-99 Dec-99 —Jan-00
Month
Tunes aT Aug-98_ I Sep-95 Oct 85. Wov-55, Dec-95 Jan-00
‘Sofware: 1164) 1477. 1064, 1198, 1843, 1881 1509) 2022
Hardware 375 710 24 195 Eid 604 763 358
Network 53 22 40 23 72 Eg 74 45
A&G 979 Ea 781 7996 7493 7095 4008 3048
Operations 202 119 330 639 Bie ET 425 545
Tmplemertation 3 11 32 cy 2 30 72 7
Reconciliation Ei 28 29 a7 65 19 6 7
‘Security 0 72 30 m1 44 co 46 5
‘Other 223 ie? 249 319 aid 7508 7012 014
Total Calls 3038 2537 2399 S102 712828 12234 7556 7017
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4 SERVICE PERFORMANCE STATUS
4a
42
43
44
45
4.6
47
48
5.0
Helpdesk Services
System Service
Data Services
Transaction Services
Training Services
Implementation & Roll Out
LFS Services (with effect from CSR+)
Supporting Comments
Customer Service Operations Report
20
2
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41 HELPDESK SERVICES
HELPDESK SERVICES MAT I TRT ‘Comment
Feb-99 I War-98 I Apr99 I way-99 I Jun-99 I Juroo I Ang-98 I Sep-99 I Oct-99 I Nov-09 I DeoS9 I Jan00
Horizon Helpdesk
Calls answered within 20s 80% I NA
Calls answered within 40s 99.9% I NIA [See section 4.8
Calls abandoned through ring off 99% I NA See section 48
Calls Engaged 99% I NA See section 48
Level 1 Cals resolved within § mins 95% I NA ISee section a
Level 1 Cals resolved within 10 mins 100% I NA
Level 2 Calls resolved within 30 mins 95% I NA
Level 2 Calls resolved within 45 mins 100% I NA
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4.2 SYSTEM SERVICE
‘SYSTEM SERVICE WAT] TRT Comment
Feb-BB] Wards I Apr I May88 I Jan-83 I Jures I Aug 99 [Sep-S9] O88 [Nove3] Deoso I Jan-00
Tall to Resolution (Local)
Hardware/Network Priority A 4 hours Non-Remedial I 95% I NIA [See section 4.8
Hardware/Network Priority 8 -@ hours Non-Remedial I 95% I NIA [See section 4.8
Hardware/Network Priority A -6 hours Remedial 100% I N/A Isee section 4.8
Hardware/Network Priority 8 - 10 hours Remedial I 100% I NIA [See section 4.8
Call to Resolution (Intermediate)
I l [ l NA NA NIA NA il NA l NA NA NA Hardware/Network Priority A - 6 hours Non-Remedial 95% I N/A
I [ I [ALAA AD NAD NAIINATEIENAT) Herdwaremetwork Prionty 8 - 10 hours Non-Remedial I 95% I WA
il [ il [ NA NA NIA NA iI NA NA NA NA Hardware/Network Priority A - 9 hours Remedial 100% I N/A
I [ I [AAA NATNATEIENATI I Hardware/Network Pronty 8 - 15 hours Remedial I 100% I NIA
Call to Resolution (Remote)
I I I LAA NAD NATGIENAT] HardwareiNetwork Priorty A-8 hours Non-Remedial I 95% I NIA
I [ I [PAPA ADNADNAILINATIIENAT) Herawaremetwork Prionty B - 12 hours Non-Remedial I 95% I WA
I l I l NA NA NIA NA I NA I NA NA NA Hardware/Network Remote Priority A - 12 hours 100% I N/A
Remedial
[ I I l NA NA NA NA l NA I NA NA NA Hardware/Network Remote Priority B - 24 hours 100% I N/A
Remedial
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4.3 DATA SERVICES
Feb-99 I ‘Mar-99 I Apr-99 I May-99 I Jun-99 I ‘Jul-99- I Aug-99 I ‘Sep-99 I Oct-99 I ‘Nov-99 I Dec-99 it ‘Jan-00
[JT TY Data Delivery - Day B 97% NA
ee Data Devry -Day 6 som I wa
[ I I I Data Delivery - Day D 100% N/A ISee section 4.8
Ld Data Delivery - Day 8 97% I WA
[I I if Data Delivery - Day C 99% NA
[ I I I Data Delivery - Day D 100% I N/A
APS Data
[J JT 4 File Delivery - Day B 97% NA
[ I I if File Delivery - Day C 99% NIA
‘TPS data
[ I I I File Delivery - Day B 97% NIA
es File Delivery - Day C 99% I WA
LL. File Delivery - Day D 100% I 98%
[ I I Jf OBCS Stop List - Day B 97% NIA
[ I I, 4 OBCS Stop List - Day C 99% NIA
[ I I I OBCS Stop List - Day D 100% I 98%
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4.4 TRANSACTION SERVICES
TRANSACTION SERVICES WAT] TRT Comment
Feb-BB] Wards I AproS I Mayo8 I Jan-88 I Jaros I Aug99 [Sep-29] O89] Nove I Dec-8 I Jan-00
‘OBcS
Issues (local) 39,00 I 39.50
Issues (foreign) 42.50 I 43.00
Encastment (local) 26:94 I 27.44
Encashment (foreign) 28.10 I 28.60
APS
Cash Payments - No tokens handed back to customer I 19.96 I 20.46
Cash Payments - Tokens handed back to customer I 21.52 I 22.02
Cash Payments - Using Smart Card or Key 26.56 I 27.06
EPoss
POSS 30,00 I 30.50
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4.5 TRAINING SERVICES
TRAINING SERVICES MAT I TRT ‘Comment
Feb-98 I Mar-98 I Apr99 I Way-98 I JunG8 I Jur] Aug 20 I Sep0 I OckGs I Nov-99 I Deo8s I an-00
Training Course Availabilty 100% I WA
Training Venue Quality 25% I NA
Training Course Quality 95% I WA
Training Course Cancellation 98% I WA
Training Course Competence Levels 95% I WA
Training Course Timeliness Live Delivery} 100% I N/A
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4.6 IMPLEMENTATION & ROLL OUT
IMPLEMENTATION SERVICES ‘MAT I TRT ‘Comment
Feb-99 I ‘Mar-99 I Apr-99 I May-99 I Jun-99 I ‘Jur-8o- I Aug-99 I ‘Sep-99 I ‘Oct-99 I ‘Nov-99 I Dec-99 I ‘Jan-00
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4.7. LFS SERVICES (WITH EFFECT FROM CSR+)
[LF Service (CSR+) MAT I TRT ‘Comment
Feb-98 I Mar-89 I Apr-39 I Way-98 I Jun-98 I Jurea [ Aug-99 I Sep-99 I Oct-99 I Nov-98 I Dec-98 I Jan00
‘Gutlet to SAPADS Data Transfer
Confirmation of Pouch Received at Outlet - Day A] 98% I NIA
Confirmation of Pouch Received at Outlet - Day B] 100% I 98%
Details of SAPADS Pouch Collected from Outlet -} 98% I NIA
Daya
Details of SAPADS Pouch Collected from Outlet -] 100% I 98%
DayB
Daily Cash on Hand Details - Day A 98% I 95%
Weekly Stamps / Stock on Hand Details - 22:00 I 98% I NIA
on Day C
Weekly Stamps / Stock on Hand Details - 23:59 I 100% I 98%
on Day C
Weekly Inventory Items Details - 22:00 on DayC I 98% I NIA
Weekly Inventory Items Details - 23:59 on DayC I 100% I 98%
‘SAPADS to Outlets Data Transfer
Delivery of SAPADS Planned Orders to Outlets - I 96% I NIA
Daya
Delivery of SAPADS Planned Orders to Outlets - I 100% I 96%
DayB
Delivery of SAPADS Advice Notes to Outlets - I 98.5% I NIA
(08:00 on Day C
Delivery of SAPADS Advice Notes to Outlets WA I 96%
12:00 on Day C
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4.8 SUPPORTING COMMENTS
Section Performan:
4.1 HSHD - Calls answered within 4o seconds
HSHD - Calls abandoned through ring off
41 I HSHD - Level1 calls resolved within 5 minutes
Comments
Performance Summary
Performance against the SLA for calls answered within 40
seconds was 92.9%, and the performance against the SLA for
abandoned calls was 93.9%.
Although there was a significant improvement in the
telephone answering SLAs in January, the MAT still failed to
be achieved.
Cause
There was an increased volume of calls to the HSH in the last
week of January, due to the increase in Software calls (full
details appear in Section 2). This affected HSH's ability to
deal with incoming calls at that time
Action
Software fixes have been implemented. No action at HSH is
thought to be necessary at this point in time.
Performance Summary
The MAT was not achieved for Level 1 calls in January, as
88.4% of the calls were resolved within 5 minutes.
Cause
This is directly attributable to the ongoing Powerhelp
problems (slow response time) that have significantly
affected weeks two and three of the month.
The poor performance has been attributed to a network
capacity issue and a remote user running an associated
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database which operates record locking when the remote
database and Powerhelp communicate.
Action
e Network capacity for remote system users has been
increased
© The record locking issue has only recently been
identified and is subject to process review.
4.2 Hardware / Network Priority A - ghrs non- Performance Summary
remedial 87.5% of priority 'A' H/N calls were resolved within ghrs and
6 hrs.
Hardware / Network Priority A - 6hrs remedial
Cause
Out ofa total of 8 priority 'A’ H/N calls in January, one failed
to be resolved within 6hrs (the actual resolution time was
6hrs 35mins), and this resulted in the MAT not being
achieved.
The Hardware call which failed to meet the SLA was routed
to the Engineer within 38 minutes of the call being logged.
The Engineer then arrived on site 86 minutes later, and the
site visit involved swapping the base unit.
The base unit was subsequently swapped out a further two
times, following repeated failures. This extended the length
of the call.
Action
On-going review of quality of kit.
42 I Hardware / Network Priority B - 8hrs non- Performance Summary
remedial Conformance was not achieved for priority 'B’ H/N calls in
January. 84.4% of priority 'B' H/N calls were resolved within
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Hardware / Network Priority B - 1ohrs remedial 8hrs, and 90.5% of calls were resolved within 1ohrs.
Cause
This was due to an on-going process issue, where calls were
unnecessarily delayed after being passed to second line
support (SMC), before being routed to an Engineer.
Action
This problem has been escalated through the ICL Pathway
Management Team.
Stringent measures have now been enforced to address the
above problem and improved performance is expected in
February.
43 I Data Services - RDMC Reference Data Delivery by I Performance Summary
Day D 99.8% of RDMC Reference Data was delivered by Day D.
Cause
The failure of this SLA is attributed to the non-polling of
Outlets, as non-polling is the key input to this calculation.
Action
The non-polled Outlet procedures are being reviewed to
ensure that we can identify where an Outlet fails to poll as a
direct result of either an Horizon system fault, or an activity
which has taken place outside of the control of ICL Pathway,
for example a burglary or a Counter switch off. These
procedures will be introduced as soon as they have been
tested. It is expected that this will be within the next month,
4:3 Data Services - APS File Delivery by Day D Performance Summary
99.5% of APS transaction files were delivered by Day D, and
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therefore the MAT was not achieved in December.
N.B, APS transactions which have been delivered to HAPS
after day D, are identified on the ‘Polling Exception’ report.
Cause
Due to specific reasons for non-polling of APS transactions,
(for example communication failure, Post Offices off-line due
to burglary etc.), day D transaction delivery has not been
achieved for the month as a whole. We would confirm that
all files have been transmitted to HAPS in accordance with
the agreed timescales and the SLA failure is directly
attributable to these transactions which have not been
polled.
Action
The non-polled Outlet procedures are being reviewed to
ensure that we can identify where an Outlet fails to poll as a
direct result of either an Horizon system fault or an activity
which has taken place outside of the control of ICL Pathway,
for example a burglary ora Counter switch off. These
procedures will be introduced as soon as they have been
tested. It is expected that this will be within the next month,
43
Data Services - OBCS File Delivery
Due to a problem with the Harvesting process, one of the
OBCS data files had a corruption in the transaction date field
and thus failed to update one of the Data Warehouse tables.
This information is only retained for three days and therefore
we are unable to calculate the SLA achievement for the full
month of January, as only five days worth of data were
available. A fix has been developed which is currently
undergoing testing. However, we cannot recalculate the SLA
as the data is no longer available. A further update will be
available at the Service Review Forum.
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ICL Pathway Led. SERVICE REVIEW - PERFORMANCE STATISTICS Ref; CS/PER/ox3
Version: 3.0
Date: 07.02.00
(© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE 25 of 26
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Ref; CS/PER/ox3
Version: 3.0
Date: _ 07.02.00
5 CUSTOMER SERVICE OPERATIONS REPORT
5a Cross Domain Problems - Open Calls / Work In Progress
PinICL Date Problem Management Last I Next Status Proble
Number I Raised _I Calls - Description Upda I Update m
te Manage
r
PCo019130 I 03/12/98 I PM - PO unable to read 3/01 I 21/01 Monitor I Audrey
shiny Barcodes Adams
PC0026385 I 03/06/99 I PM-NBSC-HSH Interface I 14/01 I 21/01 Monitor I Dave
and Responsibilities Fletcher
PCoo027145 I 24/06/99 I PM - Outlets not polling 04/02 I 11/02 Monitor I Richard
information Brunskil
1
PC0030464 I 30/09/99 I BCM - Major Business 20/01 I 20/02 I WIP Tony
Continuity Incident Wicks
PCo031084 I 1/10/99 I PM- Release of Reference I 18/01 I 24/01 I WIP David
Data Wilcox
PCo0032761 I o4/u/99 I PM - Operational Integrity I 19/u I 26/u WIP Deidre
Violation Connis
PCo0033128 I 10/u/99__I PM - Dugannon PO £43k 33/01 [07/01 I Monitor I Paul
discrepancy Curley
PC0034872 I 10/12/99 I PM-Post Office unable todo I 25/01 I 07/02 I WIP Alison
Cash Account Balancing Peacock
PC0035134 I 16/12/99 _I PM - Bulk Input does not 25/01 I 07/02 I WIP Alison
work as specified Peacock
(© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
26 of 26
FUJ00058221
FUJ00058221