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Version: 3.1
Date: 20.03.00
Document Title: SERVICE REVIEW - PERFORMANCE STATISTICS.
Document Type: SERVICE REVIEW - FEBRUARY 2000
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
¥* to 29!" February 2000.
Status: Definitive
Distribution: Service Management Review Forum
ICL Pathway Management Team
ICL Pathway Customer Service Management Team
Richard Brunskill
Dave Fletcher
Peter Robinson
ICL Pathway Library
Author: Nicole Meredith, Information Analyst, Customer Service
Approval Authority: Stephen Muchow, Director Customer Service
Signature: Date: 20.03.00
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ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /or
Version: 3.1
Date: 20.03.00
CONTENTS
o DOCUMENT CONTROL...
0. DOCUMENT HISTORY
0.2 ASSOCIATED DOCUMENTS
0.3 ABBREVIATIONS...
0.4 GLOSSARY...
0.5 I CHANGES IN THIS VERSION
1, INTRODUCTION..
Pay APPROACH .
1.2 INTERPRETATION.
13 REVIEW BOOK CONSTRUCTION .....
2 MANAGEMENT SUMMARY...
3 HORIZON VOLUMETRICS....
3a OPERATIONAL OUTLET & COUNTER VOLUMES...
3.2 HORIZON SYSTEM HELPDESK ~ LOGGED CALL VOLUMES,
3.3. HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES.
4 SERVICE PERFORMANCE STATUS...
41 HELPDESK SERVICES ...
4.2 SYSTEM SERVICE ..
4.3 DATASERVICES....
4.4. TRANSACTION SERVICES
4.5 TRAINING SERVICES...
4.6 IMPLEMENTATION & ROLL OUT.....
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4.7 _ LFS SERVICES (WITH EFFECT FROM CSR+)..
4.8 I BUSINESS INCIDENT MANAGEMENT.....
4.9 SUPPORTING COMMENTS...
5 CUSTOMER SERVICE OPERATIONS REPORT....
5.1. CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS...
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o DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
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{Commented [MSOffice1]: Service Level Agreement
Version Date Reason
om 16.07.97 Tnitial 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 16.09.9 Amended by Service Review Forum (August) input.
ong 10.10.97 Amended by Service Review Forum (September) input.
05, 1AL.9; ‘Amended to reflect SLA profiles arising from Rel 1C implementation
06 17.12.97 Minor changes with introduction of Release 1 reports.
o7 19.01.98 BPS MIS Reports included
o8 13.02.98 BPS MIS Reports deleted - issued via Electronic Route.
09 3.03.08 ‘Amended by Service Review Forum (January) input. Includes new Management Report (Section 2)
10 14.04.98 ‘Amended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes.
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.
22 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
2. 05.11.99 Service Review Book for October performance
2.8 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
3a (07.03.00 Service Review Book for February performance
32 14.03.00 Revised Service Review Book for February performance
33 20.03.00 d Service Review Book for February performance
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J
‘Commented [MSOffice2]: Management Information
System
‘Commented [MSOffice3]: Management Information
System
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Version: 3:
Date: 20.03.00
0.2, ASSOCIATED DOCUMENTS
VersionI Date Title
on 02.07.97 I Business Performance BLA Listings 4 —(Commented [MSOfficed]: Service Level Agreement )
O9 13.03.98 _I RiC Operations Report
10 01.03.99 I ICI. Pathway Customer Service Monthly Incident Review
0.3 ABBREVIATIONS
Asti Executive Information System POCL Post Office Counters Limited ‘Commented [MSOffice5]: Executive Information
HS Horizon System Helpdesk SLA Service Level Agreement __I System
Information Technology SLAM. Service Level Agreement Monitor \\_] Commented [MsOffice6]: Post Office Counters,
MIS Management Information System TBN To be Notified \ Ge
MAT Minimum Acceptable Threshold TRT Termination Review Threshold \\\ {commented {MSOffice7: Horizon System Helpdesk _}
\\ \ [Commented IMSOffices}: Service Level Agreement}
0.4 GLOSSARY
formation Technology _}
‘Commented [MSOffice10]: Service Level Agreement
Monitor
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
‘Commented [MSOffice11]: Management Information
System
Commented [MSOffice12]: To be Notified )
‘Commented [MSOffice13]: Minimum Acceptable
‘Threshold
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. ‘Commented [MSOffice14]: Termination Review
Implementation Calls for site preparation and installation. Bsc
Reconciliation Calls requiring reconciliation of a particular part of the system. Commented [MSOffice15}: Post Office Counters,
Security Calls relating to security breaches or for the requirement of one shot passwords. ested
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.
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NW: Calls diagnosed as relating to a system network fault,
s/w: Calls diagnosed as relating to a system or application software fault.
@ 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
2,0 - Updated Management Summary
4.9 - Additional supporting comments have been included following investigation.
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1 INTRODUCTION
11 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.
1.2 INTERPRETATION
Data interpretation, beyond report label classification, can be further qualified by use of the Service Review Guide.
1.3 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
Programme Status Live Outlets Operational Counters
29'" February 2000
Comments
Overall call volumes have increased inline with the predicted volumes given the volume of Outlets migrated
during the month,
The improvement initiatives introduced into the HSH call handling processes for Level 1 and Level 2 type
calls are now becoming effective. There was a significant improvement shown in HSH call handling for Level
1 for February. Monitoring and improvement will continue.
System Service achievement generally fell this month. Investigation into the reasons has highlighted two
process issues. One with diagnosis of hardware faults within SMC and the other with the dispatching of
engineers to Post Offices, Both issues are being addressed to ensure the service levels improve during March.
Business Incidents and Cash Account Help Desk Services are now being monitored against SLAs following
the 3“! Supplemental agreement.
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3 HORIZON VOLUMETRICS
34 Operational Outlet & Counter Volumes 10
3.2. Horizon System Helpdesk - Call Volumes n
3.3. Horizon System Helpdesk - Service Call Profiles 2
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Refi CS/PER/ or
Versios
Date:
231
20.03.00,
3.1 OPERATIONAL OUTLET & COUNTER VOLUMES
Juk99 Aug-99 Sep-99 Oct-99 Nov-99 Dec-99 Jan-00 Feb-O0 Mar-00 Apr-00 May-00 Jun-00 Jul-00
MEE Actual Live
Outlets
EEE Actual Live
Counters
- Forecast
Live Outlets.
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€S/PER/ or,
Version: 3.1
Date:
20.03.00
3.2, HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
12000 120
11000
10000
9000
TOTAL CUSTOMER
8000 CALLS (February)
13897
7000
2 6000 Tm Service
° mE Non-Service
5000
—te Calls per Outiet
4000
3000
2000
1000 I
0
Mar-89 Apr-99 May-99 Jun-99 Juk99Aug-89 Sep-99 Oct-89 Nov-99 Dec-99 Jan-00Feb-00
Mar-99 I Apr-99 I May-99 I Jun-99 I Jul90 I Aug-99 I Sep-99 I Oct-99 I Nov-99 I Dec-99 I Jan-00 I Feb-00
Service 260 547 1347_[ 1592 I 1609 [ 1219 I 1422 I 2352 I 2664 I 2046 I 2425 I 3131
Non-Service 203 897 1743_ [1446 928 1158_I3680_I 10477 [9567 [5510 I 4592 [10766
Total Cusomer CallsI__ 463 1444 I 3090 I 3038 I 2537 I 2377 I 5102 I 12829 I 12231 I 7556 I 7017 I 13897
Live Outlets 203 202 299 299 323 321 749 1596_[ 1859 I 1858 I 2000 I 3136
Calls per Outlet 23 74 10.3 10.2 79 74 68 80 66 44 35 44
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€S/PER/ 013,
Version: 3.1
Date:
20.03.00
3.3. HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
7500
7000
6500
6000 I@ Software
s500 1B Hardw are
a Network
& 4000 Base
%S 3500 I@ Operations ;
$ 3000 I@ Implementation
2500 IG Reconciliation
00 '@ Security
4500: 1D Other
1000 +
500
°
May-99 — Jun-99 Ju-99 Aug-99 Sep-99 Oct-99 Nov-99 Dec-99 Jan-00 Feb-00
Month
May-99 Tan 98 TE Aig 29 5ep-99 Ock99 Nov-98 Decs8 a0 Feb00
Software 833 1164 1477 1084 1198 1843 1884 1509 2022 2438
Hardware 430 375, 710 24 195 437 694 463 358 629
Network 2 53 2 40 29 72 Ey 7 45, 64
A&G 318 979 31 281 71996 7195 7095 4008 30a 6196
Operations 494 202 119 330 639 1316 870 425 545 2302
Tmplementation 73 5 4 52 68 2 30 2 7 124
Reconeliation 57 37 28 29 a7 5 19 6 7 34
Security o Oo 12 30 1 44 45 46 5 35
‘Other 301 23 167 249 319 a7 7508 7012 914 2025
Total Calls 3090 3038 2537 2399 3102 72829 T2231 7556 7017 73897
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Date: 20.03.00
4 SERVICE PERFORMANCE STATUS
4a Helpdesk Services 14
4.2 System Service 15
4.3 Data Services 16
4.4 Transaction Services 7
4.5 Training Services 18
4.6 Implementation & Roll Out 19
4.7 _ LFS Services (with effect from CSR+) 20
4.8 Business Incident Management 21
4.9 Supporting Comments 22
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Dates" 200300
4.1. HELPDESK SERVICES
HELPDESK SERVICES MAT TRT Comment
WarGo] Apr3s [May 99] Jun-B I JuroD [Aug-39 I Sep99] Oor9 I Nov-99 ] Dec 59] Jan 00 I Feb-00
Horizon Helpdesk
85.0 91.4 89.2 Calls answered within 20s 80% NIA
Calls answered within 40s 99.9% I NA ISee Section 4.9
Calls abandoned through ring off o9% I NA Isee Section 49
Calls Engaged o9% I NA Isee Section 49
Level 1 Calis resolved within § minutes 95% I NIA [See Section 49
EO RETMETII Level 1 Calls resolved within 10 minutes 100% I WA
99.6 99.2 Level 2 Calls resolved within 30 minutes 95% I WA
Level 2 Calls resolved within 45 minutes 100% I NA Isee Section 4.9
il I l l I l l 100.0 ‘Cash Account: second line availability for call answering 95% NIA
I I I I l i il l l 100.0 ‘Cash Account: second line call-back <= 20 minutes 100% NIA
I I I I I I I I I I I Cash Account: cal sripts correctly followed by HSH 95% I NA IPOCL to supply
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4.2, SYSTEM SERVICE
‘SYSTEM SERVICE MAT I TRT ‘Comment
War 98 [Apr [May9] Jun-B9 I Juro8 [Aug-G9 [Sep 8] Oot [Nov-98 [Dec89 I Jar-G0 I Fee00
Call to Resolution (Local)
HardwarelNetwork Priorty A -4 hours Non-Remedial I 95% I N/A [See Section 4.9
Hardware/Network Prionty B -8 hours Non-Remedal I 95% I WA ISee Section 4.9
HardwarelNetwork Priority A -6 hours Remedial 100% I WA Isee Section 4.9
Hardware/Network Priory 8 - 10 hours Remedial 100% I WA Isee Section 4.9
Call to Resolution (Intermediate)
WA] I Hardware/Network Priority A -6 hours Non-Remedial I 95% I N/A
I I [NANA NA [NA] NA] NA] NA] NA
WATINAT[INAT[INATI Hardware/Network Priorty A - 9 hours Remedial 100% I WA
I I
ATA ENA NAD NATONAT[ENAGONAD]ENIAT] Hardwareitetwork Prot 8 - 10 hours Non-Remedial I 95% I WA
I [
I
I I [LALATLNALLNADLNADLNADDINAD [INARI NAR) Hardware/Network Priorty 8 - 15 hours Remedial 100% I WA
Call to Resolution (Remote)
TWA] I Hardware/Network Priority A -8 hours Non-Remedial I 95% I N/A
WAR] Hardware/Network Priority B - 12 hours Non-Remedial I 95% I N/A
I
I
AA VAD INADA [NAN [INARI INATISRIAT Hardware Network Remote Printy A 12hours RemetialI 100% I NIA
I
NWA] Hardware/Network Remote Priority B - 24 hours Remedial] 100% I N/A
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4.3 DATA SERVICES
DATA SERVICES MAT I TRT ‘Comment
Mar 98 I Apr-09 [May-98] Jun-@9 I Jur89 I Aug-89 I Sep-99 I Oot 09 I Nov-09 )Dec-09] Jan-00 [Feb-00
ROMG Reference Data
Ld 987 98.1 99.1 99.3 99.46 MCCS RO) 97% I WA
Ld CO METMETEMETED) Data Delivery - Day C 99% I NA
99.6 998 Data Delivery - Day D 100% I NA [See Section 4.9
APS Reference Data
Ld 98.0 99.3 100.0 99.6 99.41 Meee 97% I NA
a 99.8 99.3 100.0 99.9 99.51 Ment 90% I NA
Ltd 100.0 100.0 99.9 Data Delivery - Day D 100% I WA ISee Section 4.9
APS Data
Ld 99.1 97.0 (98.5 98.94 Pee) 97% I NA
Ld 98.6 991 99.6 99.3 99.64 TS 90% I NA
L_ LI 99.5 File Delivery - Day D 100% I 98% Isee Section 4.9
TPS data
Ld 99.0 98.3 99.6 99.6 99.90 MO 97% I WA
Ld 99.6 99.7 999 99.8 99.90 Mame 90% I NA
Ld EXE METIT File Delivery -DayD 100% I 98%
OBCS Data
Ltd TTT ITY I 08CS Stop List - Day 8 97% I WA
Ld 99.9 100.0 99.9 99.9 99.95 Meare TaSete 90% I NA
Ld CX RECOMEUKMEEEMETIT 085 Stop List - Day D 100% I 98%
Ld 96.7 986 98.8 BA] File Delivery - Day B 97% I NWA
Ld 98.9 99.6 99.7 99.49 99.70 one 90% I NA
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4.4 TRANSACTION SERVICES,
Mar-99 I ‘Apr-99 [Mav29) I Jun-99 I ‘Jul-99 I I Sep-99] ‘Oct-99 I a I Dec-99] Jan-00 [Fee-00
BCS ISee section 4.9
[ [I I] 39.00 39.00 39.00 39.00 39.00 Issues (local) 39.00 I 39.50
[ [J 42.50 42.50 42.50 42.50 42.50 Issues (foreign) 42.50 I 43.00
[ [I I] 26.94 26.94 26.94 26.94 26.94 Encashment (local) 26.94 I 27.44
[ [I I 28.10 28.10 28.10 28.10 28.10 Encashment (foreign) 28.10 I 28.60
[ [I I 19.96 19.96 19.96 19.96 19.96) ‘Cash Payments - No tokens handed back to customer I 19.96 I 20.46
[ [I I] 26.56 26.56 26.56 26.56 26.56 Cash Payments - Using Smart Card or Key 26.56 I 27.06
[ [I I 30.00 30.00 30.00 30.00 30.00: EPOsSS 30.00 I 30.50
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4.5 TRAINING SERVICES
TRAINING SERVICES WAT I TRT Comment
War 98] Aor [May 20] Jan-B9 I Juro8 [Aug 89 [Sep 00] Oot [Nov-98 [Dec89 I Jar-00 I Fee00
OTT ETO NY Training Course Availabilty 100% I WA
Training Venue Quality 25% I WA
Training Course Quality 95% I WA
Training Course Cancellation 90% I WA
Training Course Competence Levels 95% I WA
Training Course Timeliness Live Delivery 100% I N/A ISee section 4.9
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Date: 20.03.00
.6 IMPLEMENTATION & ROLL OUT
Mar 98 I Apr-09 [May-98] Jun-@9 I Jur89 I Aug-89 I Sep-99 I Oot 09 I Nov-09 )Dec-09] Jan-00 [Feb-00
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Date: _ 20.03.00
4.7 LFS SERVICES (WITH EFFECT FROM CSR+)
ILF Service (CSR*) MAT I TRT ‘Comment
Mar-99 ] Apr-99 [May-99 I Jun-98 ] Jul-98 I Aug-88 [Sep-99 Oct-89 [Nov-99 [Dec-99] Jan-00 [ Feb-00
‘Outlet to SAPADS Data Transfer
‘Confirmation of Pouch Received at Outlet - Day A I 98% I NIA
‘Confirmation of Pouch Received at Outlet - Day 8 I 100% I 98%
Details of SAPADS Pouch Collected from Outlet - I 98% I N/A
Day A
Details of SAPADS Pouch Collected from Outlet - } 100% I 98%
Day B
Daily Cash on Hand Details - Day A 98% I 95%
‘Weekly Stamps / Stock on Hand Details - 22:00 on I 98% I NIA
Day
‘Weekiy Stamps / Stock on Hand Details - 23:59 on I 100% I 98%
Day G
‘Weekly Inventory Items Details -22:00 on Day I 98% I NIA
‘Weekly Inventory Items Details -23:59 on Day I 100% I 98%
SAPADS to Outlets Data Transfer
Delivery of SAPADS Planned Orders to Outlets - I 96% I N/A
Day A
Delivery of SAPADS Planned Orders to Outlets - I 100% I 96%
Day B
Delivery of SAPADS Advice Notes to Outlets- I98.5%I N/A
'08:00 on Day ©
Delivery of SAPADS Advice Notes to Outlets- I WA I 96%
12:00 on Day C
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13.00
4.8 BUSINESS INCIDENT MANAGEMENT
[Business Incident Management
Marge I Apso I May 59] JunS8 I ures I AuG89 I Sep G9 I Oct9 I Nov-9 I Dec G8 I Jan-G0 I Febo0
‘Comment
TTT eters rosa 5 ost cn
ISee Section 4.9
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‘SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /or
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Date: 20.03.00
4.9 SUPPORTING COMMENTS
Performance Measure
HSHD - Calls answered within 40 seconds
HSHD - Calls abandoned through ring off
HSHD - Engaged calls
Comments
Performance Summary
Performance against the SLA for calls answered within 40
seconds and for abandoned calls, was 91.7% in February.
90.8% was achieved for performance against engaged calls,
which is a decrease from the previous month.
Cause
On 23/02/00, there was a particularly high level of engaged
and abandoned calls. This was due to a BT problem where
half of the lines coming into the HSH were not available.
Action
BT has since repaired the fault and there has been no re-
occurrence,
4a
HSHD - Level 1 calls resolved within 5 minutes
Performance Summary
91.9% of Level 1 calls were resolved within 5 minutes, This
shows an improvement when compared to January's
performance.
Cause
Some calls are taking longer to answer; this may be
attributable to new, inexperienced users, failing to articulate
the problem in a timely fashion.
Action
1. Ongoing improvements to training call logging processes,
within the HSH.
2. Investigation into the type of calls received which appear
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42 I Hardware / Network Priority A - ghrs non-
remedial
Hardware / Network Priority A — 6hrs remedial
Hardware / Network Priority B - 8hrs non-
remedial
Hardware / Network Priority B - 1ohrs remedial
to take longer than necessary to resolve.
Performance Summary
55.0% of priority A Hardware / Network calls were resolved
within 4 hours, and 90.0% were resolved within 6 hours.
70.3% of priority B calls were resolved within 8 hours and
78.7% of calls were resolved within 10 hours.
Failure of these SLAs can be attributed to by the following:
1. Calls having an initial prognosis of Hardware product
performance arising out of assumed Software implications
were transferred to the SMC where they followed Software
diagnosis processes. These processes involve a higher level of
diagnostics evaluation than that necessary for Hardware.
These calls, when eventually identified as being non-
Software, were referred back for Hardware resolution by site
visit. Due to the time elapse in software diagnosis there is a
risk of service delivery not being within the Call to Resolution
Time.
2. The comments in 1 above have been further compounded
that, from the start of the month, the resource dispatcher
allocating an engineer to site visit has done so based upon an
a.m./p.m. arrival of the call on to his call stack. This action
has initiated, on some occasions, the inherent delay in site
visiting by the engineer.
ACTION:
The above issues have been discussed with ICL Pathway's
Supplier and the following are to be implemented to return
to the higher level of service previously enjoyed by POCL:
1, All calls having a declared Hardware product performance
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criteria identified within the call diagnosis text, which may or
may not be Software derived, to have filtration diagnose
conducted accordingly. This should minimise (de-risk) delay
occurring via extended Software diagnosis filtration where it
subsequently found to be a Hardware based call resolution.
2. Re-direct the resource dispatcher back to pre-February
process where allocation of site visiting calls for engineers re-
align to call age as well as the resolution time demanded by
the service profile.
43
Data Services - RDMC Reference Data Delivery by
Day D
Performance Summary
99.87% of RDMC Reference Data was delivered by Day D.
Cause
The failure of this SLA is attributed to the non-polling of
Outlets. There were no data file delivery delays in February.
Action
1. MSU have now successfully completed testing of the
revised non-polled Outlet reporting where those Outlets
responsible for Counter switch offs are identified with an
acceptable degree of accuracy. MSU will be passing
details of offending Outlets to POCL BSM for March 2000
onwards on a daily basis commencing 13/03/00.
2. ICL Pathway will continue to take action to drive down
non-polling caused by system or network faults.
43
Data Services - APS Reference Data Delivery by
Day D
Performance Summary
99.66% of APS Reference Data was delivered by Day D.
Cause
The failure of this SLA is attributed to the non-polling of
Outlets. There were no data file delivery delays in February.
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Action
1. MSU have now successfully completed testing of the
revised non-polled Outlet reporting where those Outlets
responsible for Counter switch offs are identified with an
acceptable degree of accuracy. MSU will be passing
details of offending Outlets to POCL BSM for March 2000
onwards on a daily basis commencing 13/03/00.
2. ICL Pathway will continue to take action to drive down
non-polling caused by system or network faults.
43 __ Data Services - APS File Delivery by Day D Performance Summary
99.78% of APS transaction files were delivered by Day D.
N.B. APS transactions that have been delivered to HAPS after
day D, are identified on the ‘Polling Exception’ report.
Cause
The failure of this SLA is attributed to the non-polling of
Outlets,
Action
1. MSU have now successfully completed testing of the
revised non-polled Outlet reporting where those Outlets
responsible for Counter switch offs are identified with an
acceptable degree of accuracy. MSU will be passing
details of offending Outlets to POCL BSM for March 2000
onwards on a daily basis commencing 13/03/00.
2. ICL Pathway will continue to take action to drive down
non-polling caused by system or network faults.
43 Data Services - OBCS File Delivery by Day D Performance Summary
99.85% of APS Reference Data was delivered by Day D.
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44
Transaction Services (OBCS, APS and EPOSS)
Cause
The failure of this SLA is attributed to the non-polling of
Outlets, There were no data file delivery delays in February.
Action
1. MSU have now successfully completed testing of the
revised non-polled Outlet reporting where those Outlets
responsible for Counter switch offs are identified with an
acceptable degree of accuracy. MSU will be passing
details of offending Outlets to POCL BSM for March 2000
onwards on a daily basis commencing 13/03/00.
2. ICL Pathway will continue to take action to drive down
non-polling caused by system or network faults.
The method of calculating performance against these SLAs is
currently being reviewed between ICL Pathway and POCL
Commercial.
45
Training Services - Training Course Timeliness
Live Delivery
Performance Summary
99.5% of training courses were delivered in the required time
(ie. within five days of the Horizon system being in Live
operation in the Outlet),
Cause
Knowledge Pool are in the process of adjusting to the 16 week
cycle which is now in use. As a result, some staff had been
accidentally scheduled for training prior to the 5 day window.
This was compounded by POCL requesting that staff be
trained outside of this window.
Action
This situation will be resolved by next month
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Business Incident Management
Performance Summary
94.1% of business incidents were cleared within 5 working
days of receipt. (The definitions of ‘cleared’ being that
sufficient detail was supplied to POCL to allow reconciliation
or client settlement to take place).
Cause
There have been delays in obtaining data to enable BIMS.
reports to be issued in a timely manner. This is due to the
‘learning curve’ within ICL Pathway following the
introduction of the new business incident management
procedures. It should be noted however, that on some
occasions, authority to clear outstanding incidents was not
received from POCL even though ICL Pathway supplied the
information within the required time scale. Where this has
occurred, ICL Pathway has assumed that these incidents have
been cleared and as such, have been recorded in
conformance with the SLA.
Action
1. All MSU staff are now fully experienced in business
incident management procedure.
2. New BIMS database has been introduced with effect from
01/03/00, which identifies incidents that are approaching
the SLA deadline for clearance provoking priority action
within MSU.
3. MSU have advised POCL of the need to follow the agreed
procedures and advise clearance within a timely manner
to ensure incidents are resolved within the SLA.
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€S/PER/ 013,
Version: 3.1
Date:
20.03.00
5 CUSTOMER SERVICE OPERATIONS REPORT
5.1 CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS
PinICL Date Problem Management Last Next Status Problem
Number Raised Calls - Description Update I Update Manager
PCooi9130 I 03/12/98 I PM - PO unable to read 10/02 I 31/03 I Monitor I Audrey
shiny Barcodes Adams
PC0026385 I 03/06/99 I PM-NBSC-HSH Interface I 14/01 I 31/01 I Monitor I Dave
and Responsibilities Fletcher
PCo027145 I 24/06/99 I PM - Outlets not polling (03/03 I 17/03 I Monitor I Richard
information Brunskill
PCo030464 I 30/09 BCM - Major Business 03/03 I 20/03 I WIP Tony
Continuity Incident Wicks
PCo031084 I n/i0 PM - Release of Reference I 09/02 I 17/02 I Complete I David
Data Wilcox
PCo0032761 I o4/n PM - Operational Integrity In/o2 I18/o2 I WIP Deidre
Violation Connis
PC0033128 I 10/1 PM - Dugannon PO £43k 18/02 I 23/02 I WIP Paul
discrepancy Curley
PC0034872 I 10/12 PM-Post Office unable todo [25/01 I 07/o2__I WIP Alison
Cash Account Balancing Peacock
PC0037053 I 25/01 PM-Hebburn PO cannot I 03/03. [10/03 I WIP Alison
rollover since CAP 39 Peacock
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