FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER / 013,
Version: 37.1
Document Title: SERVICE REVIEW - PERFORMANCE STATISTICS.
Document Type: SERVICE REVIEW - JULY 2000
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
¥* to 30!" June 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: Jez Murray, Information Analyst, Customer Service
Approval Authority: Stephen Muchow, Director Customer Service
Signature: Date:
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 1
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER / 013,
Version: 37
CONTENTS
DOCUMENT CONTROL
INTRODUCTION.
11 APPROACH
1.2. INTERPRETATION
1.3 REVIEW BOOK CONSTRUCTION ..
MANAGEMENT SUMMARY...
HORIZON VOLUMETRICS....
34 OPERATIONAL OUTLET & COUNTER VOLUMES
3.2 HORIZON SYSTEM HELPDESK ~ LOGGED CALL VOLUMES
3.3 HORIZON SYSTEM HELPDESK ~ LOGGED CALL PROFILES
SERVICE PERFORMANCE STATUS...
4.1 HELPDESK SERVICES.
4.2 SYSTEM SERVICE....
4.3 DATA SERVICES...
4.4 TRANSACTION SERVICES
4:5 TRAINING SERVICES..
4.6 IMPLEMENTATION & ROLL OUT...
4.7 LFS SERVICES (WITH EFFECT FROM CSR}).....
4.8 BUSINESS INCIDENT MANAGEMENT..
4.9 SUPPORTING COMMENTS...
CUSTOMER SERVICE OPERATIONS REPORT.
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 2
FUJ00058228
FUJ00058228
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS.
Ref:
Version: 3.7.4
14.074
Date:
€S/PER/ 013,
o DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
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 uAL9; ‘Amended to reflect SLA profiles arising from Rel 1C implementation
06 17.12.97 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 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 Revised Service Review Book for February performance
34 (07.04.00 Service Review Book for March performance ~ data only
34.2 14.04.00 Service Review Book for March performance — data and analysis,
35:1 (08.05.00 Service Review Book for April performance ~ data only
35.2 15.05.00. Service Review Book for April performance — data and analysis
3.6.1 (07.06.00 Service Review Book for May 2000 performance - data only
3.6.2 14.06.00 Service Review Book for May 2000 performance ~ data and analysis
374 (07.07.00 Service Review Book for June 2000 performance — data only
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 3
FUJ00058228
FUJ00058228
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox3
372 14.07.00 Service Review Book for June 2000 performance — data and analysis
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 4
FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER / 013,
Version: 37.1
Date: 14.07.00
0.2, ASSOCIATED DOCUMENTS
VersionI Date Title
oa 02.07.97 I Business Performance SLA Listings
10 01.03.99 _I ICL Pathway Customer Service Monthly Incident Review
0.3. ABBREVIATIONS
EIS
HSH
IT
MIS
MAT
Executive Information System PONU Post Office Counters Limited
Horizon System Helpdesk SLA Service Level Agreement
Information Technology SLAM Service Level Agreement Monitor
Management Information System TBN To be Notified
Minimum Acceptable Threshold TRT Termination Review Threshold
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
PONU((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
Implementation
Cash Ac
‘count
Reconciliation
Security
Other
Calls diagnosed as relating to the operating environment.
Calls for site preparation and installation.
Calls requiring general advice on all aspects of Cash Account reconciliation
Calls requiring reconciliation of a particular part of the system.
Calls relating to security breaches or for the requirement of one shot passwords.
I Commented [MSOffice1}: Post Office Counters
Limited
Commented [MSOffice2]: Post Office Counters
Limited
Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
verification calls.
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 5
FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER / 013,
Version: 37.1
PONU (Serv): All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates __-{ commented [MSOffice3]: 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.
@ 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
4 Service Performance The SRB now contains the quarterly conformance data against each SLA as from Q4 1999 as agreed
Status with Liz Tuddenham, POCL
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 6
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
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 to 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
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page7
FUJ00058228
FUJ00058228
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
2 MANAGEMENT SUMMARY
Programme Status Live Outlets Operational Counters
0" June 2000
Comments
The July SRB now contains the quarterly conformance data against each SLA for Q4 1999 and Qz 2000. The
format of the SRB has been agreed with Liz Tuddenham, POCL.
Horizon Systems Helpdesk: Telephony and Helpdesk Services
A significant improvement in conformance to all Helpdesk Telephony and Services SLA’s has been recorded
in June 2000. This is evidence that the ‘get well’ programme described in the June SRB and introduced by
ICL OSD is now seen to be working, Conformance for Telephony SLA’s is being reported in accordance to
contract, however, there is an even greater improvement in achievement taking into account the
introduction of IVR during May 2000. Both contractual and IVR achievement are shown within section 4.1.
System Service:
There is a significant improvement in the achievement of both Hardware / Network priority A and B calls
when compared to the results for May 2000. Thereby indicating that the ‘get well’ programme introduced by
ICL OSD is again seen to be reaping positive results.
Data File Delivery and Data Delivery:
The failure of outlets to communicate with the centre (non-polling) continues to be the sole reason why
transactions are not delivered to TIP, HAPS & BA and data is not delivered from ICL Pathway central systems
to the outlets in accordance with SLA requirements. ICL Pathway are maintaining a strong focus on
improving the support processes in place to resolve communication problems quickly to ensure a timely flow
of information in both directions. Since improvements were introduced in early May, there has been a
notable drop in the number of outlets failing to communicate with the centre for in excess of 3 calendar days
against an ever increasing live estate.
Both the ICL OSD and the non-polling process improvements will remain at a high profile within ICL
Pathway.
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 8
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7
Date: 14.07.
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 9
FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /ox
Version: 3.7.4
Date: 14.07.00
3 HORIZON VOLUMETRICS
34 Operational Outlet & Counter Volumes 09
3.2. Horizon System Helpdesk - Logged Call Volumes 10
3.3 Horizon System Helpdesk - Logged Call Profiles 0
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 10
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Ref: CS/ PER /ox3
Version:
Date:
374
4.
3.1 OPERATIONAL OUTLET & COUNTER VOLUMES
© ICL Pathway Ltd
22000
20000
EEE Actual Live Outlets
tenon EE Actual Live Counters
- Forecast Live Outlets
"6000 - Forecast Live Counters
» 14000
S 12000
cs
8 10000
5
a)
6000
4000
2000 +
°
WuL99 — Aug-99 Sep-99 Oct-99 Nov-99Dec-99 —Jan-00Feb-00 — Mar-00Apr-00 May-00 Jun-00Jut00
Jul-99 T Aug-99 I Sep-99 I Oct-99 I Nov-99 I Dec-99] Jan-00 I Feb-00] Mar-00] Apr-00 [ May-00] Jun-00 I Jul-00 I Aug-00 I Sep-00 I Oct-00 I Nov-00] Dec-00
[Actual Live Outlets 323 I 321 I 749 I 1596 I 1659 I 1858 I 2000 I 3136 I 4566 I seve I 7044 I 8532 I - 5 : 5 -
[Actual Live Counters: e21_I 819 I 1619 I 3558 I 4122 I 4122 I 4485 I 6886 I 10361 I 12807 I 15775 I 18841 I 5 ~ zi 5 5
Forecast Live Outlets 5 5 : : 5 ~ I 2158 I 3328 I 4552 I 5652 I 7158 I 6426 I 9056 I 11116 I 12042 I 13672 I 15096 I 76402
Forecast Live Counters 4646 I 7077 I 962% I 11907 I 15036 I 18315 I 21515 I 23045 I 26355 I 29555 I 31975 I 32555
‘COMMERCIAL-IN-CONFIDENCE Page
FUJ00058228
FUJ00058228
3.2, HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
*
gw 3
i
20 ad
‘
10
5I
°
Jun-99 I" Jul-99 I Aug-99 I Sep-99 I Oct-99 I Nov-99 I Dec-99 I Jan-00 I Feb-00 I Mar-00 I Apr-00 I May-00 I Jun-00.
Service 1.59 1.61 1.23 1.42 2.35, 2.66 2.05 243 3.13 5.90 7.37 8.83 10.72
Non-Service 1.45 0.93 1.17 3.68 10.48 9.57 5.51 459 10.77 17.95 19.57 23.96 I 35.04
Total Customer Calls] 3.04 2.54 2.40 5.10 12.83 12.23 756 7.02 13.90 23.86 26.95 32.79 I 45.75
Live Outlets 0.30 0.32 0.32 0.75 1.60 1.86 1.86 2.00 3.14 4.57 5.70 7.04 8.53
Calls per Outlet 10.2 79 75 68 8.0 66 44 35 44 5.2 47 47 5.4
COMMERCIAL-IN-CONFIDENCE Page 12
© ICL Pathway Ltd
FUJ00058228
FUJ00058228
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Ref:
Version: 3.7.4
14.074
Date:
€S/PER/ 013,
3.3. HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
18000
17000 I {maa
16000 +1 cash Account
15000 1m Hardware
14000 Ju Implementation I
19000 -i I@ NBSC Referral
‘12000) I] Netw ork
+1000
. 12 Operational
10000
3 Other
2 9000 +4
B b990 [IB Reconciliation
2 r000 I Ie security
000 I_e1Sottware
5000 I_fauct
‘4000
3000
2000
1000 t}
I Pa ac tHot L I"
Jun-99 Juk99 AUg-99 Sep-99 Ocl-99 Nov-99 Dec-99 Jan-0O Feb-0O Mar-00 Apr-00 May-00 J
Month
Jun-99° Jul-99 Aug-99 Sep-99 Oct-99 Nov-99 Dec-99 Jan-00 Feb-00 Mar-00 Apr-00_ May-00. Jun-00
AEG a7e I 501 I 481 I 1906 I 7103 I 7005 I «008 I 00a I 196 I 1096a I 10061 I 12200 I — 16075
Hardware_I 375 I 10 I 12a] 105 I sar] 60a I sea 58 I eno I 1200 I —ra00 I —t070 I 2602
TriplementatonI 5 i 52 coe 20 2 17 [124 I 128] 804 299 7148
NBSG ReferralI - z 5 4 5 : : 2 zi - = 2703
Network I 53 mz] Fae EZ a Ze a BT 3a 353
Operational_I 200 I 119] 00 —es0 I aa16 I 70 #5 I 545] 202 I a577 I 22a I 00a 00
Other 223 I rer I 240 I 019 I 1777] 1508 I 1012 I ora] 2025 I —s1a6 I aa00 I aoe 7895
Reconctiation I — 37 28 20 I a7 65 78 6 7 34 24 28 306 16
Securty ° 2 30 11 4 25 I 46 a a 248 319
Sotware I Tre I tar? [I 1004] 108 I tesa [ teat I 1500 2002 I p06 I aa0s I Sree I s0a0 I 702
Torat cars [Tere] t0aa] 1008 [sas] 10002] tos0s I s00r [soso] tiara I 022s I aioe] arate I arrat
© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 13
FUJ00058228
FUJ00058228
FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
4 SERVICE PERFORMANCE STATUS
4. Helpdesk Services 4B
4.2. System Service 14
43 Data Services 5
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 2
4.9 Supporting Comments 22
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 14
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS
Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
4.1. HELPDESK SERVICES
TarB9] Aug-99] Sep-99] Oct-99 [ Nov-09 I Dec-00 I Jan-00] Feb-00] Mar-00 [ Apr-00] May-00 [Jun-00] WAT [TAT] Comment
Horizon Helpdesk
Calls answ ered w thin 205 80% I NA} WR=96.0%
see Section 4.9
Calls answ ered w thin 40s 99.9% I NA] vR=97.5%
see Section 4.9
Calls not abandoned through ring-off 90% I NA ISee Section 4.9
Calls Engaged 90% I NA
Level 1 Calls resolved w thin 5 mins 95% I NA ISee Section 4.9
Level t Calls resolved w thin 10 mins 100% I NA
Level2 Cail resoived w thin 30 mins 95% I NA
Level? Cail resoived w thin 45 mins 100% I WA ISee Section 4.9
NA [I NA [NA I NA [NA 100.0 100.0 100.0 ‘Cash Account: second line availabilty for call answ ering. 95% I NA
100.0
NA I NA I NA [ NA [NA ‘Cash Account: second line callback <= 20 minutes: 100% I NA
NA I NA I NA [_NA I NA Cash Account: call scripts correctly follow ed by HSH 95% I NA IPOCL to supply
4 ot
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 15
FUJ00058228
FUJ00058228
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Ref: CS/ PER /ox3
Version: 37.
Date: 14.07.00
4.2, SYSTEM SERVICE
Tur-S9] Aug-99] Sep-99] Oct-99 I Nov.89]I Dee-99 I Jan-00] Feb-00] Mar-00] Apr-00]I May-00 I Jun-00 MAT [TRT] Comment
Call to Resolution (Local)
HardwarelNetw ork Priory A - 4 hours Non-Remeclal 95% I A } See Section 49
Hard arelNetw ork Prrty 8 - 8 hours Non-Remedal 95% I A }See Section 49
100.0 100.0 HarcareiNetw ork Prorty A - 6 hours Remedial 100% I 1A ISee Section 49
Hard areiNetw ork Prorty B - 10 hours Remedial 100% I 1A Isee Section 49
Call to Resolution (Intermediate)
wa [wa [wa [wa [wa [wa [wa [wa [na [a [na Hardw are/Netw ork Priory A - 6 hours Non-Remedial 95% I NA
os WA ot WA
NAT wa] nwa [ wa] na I wa] NAT NAT NAT NA I NA Hardw are/Netw ork Priority 8 - 10 hours Non-Remedial 95% I NA
os NA el NA
wa [wa [wa [wa Twa [wa Twa Twa Twa Twa Twa Hardware/Netw ork Prorty A - 9 hours Remedial 100% I NA
os NA ot NA
WA [wa] Wa] wa [WA] wa [WA [wa [na [wa [Na Hard arelNetw ork Priory 8 - 16 hours Remedal so0% I wa
ot NA at wa_]
Call to Resolution (Remote)
C7 TA 100.0 100.0 Hardware/Netw ork Priorty A - 8 hours Non-Remedial 95% I NA
os NA
wa [wa [wa [wa [na J wa Twa Twa Hardw are/Netw ork Priorty B - 12 hours Non-Remedial, 95% I NA
os WA
WA ]_NA I NA I NA I NA I NA I NA I NA [DOMMES Hardw are/Netw ork Remote Priorty A - 12 hours Remedial 100% I va
oo NA
WAT WA] NA [ WA [ Wa [ Wa T WA [WA Hardware/Netw ork Remote Priorty 8 - 24 hours Remedial 100% I wa
os NA,
© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 16
FUJ00058228
FUJ00058228
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS.
Ref: CS/ PER /ox
Version: 3.7.4
Date: 14
4.3 DATA SERVICES
431 INBOUND
Jur-99 I Aug-99 I Sep-99] Oct-99 I Nov-99 I Dec-99 I Jan-00 I Feb-00 I Mar-00I Apr-00 [May-00] Jun-00 MAT [Tat I Comment
ROME Reference Data
98.72 99.14 99.13 99.30 99.46 99.26 98.37 98.53 f Raa ata Delivery - Day B 97% NA
coat [ba] [Team [eat bea ee ESOMETET ce vewvery-oayc I oon I wa
99.86 99.60 99.76 Data Delivery - Day D 100% I N/A ISee Section 4.9
APSReterence Data
99.00 99.80 99.30 99.99 99.95 99.51 99.71 CRE MR Ly § Data Delivery - Day C 99% NA IActual figure =
SS eo os 9 9054
99.95 SCRE} Data Delivery - Day D 100% I NA IActual figure =
a 2 906%
ones bata
99.80 99.99 99.90 99.83, 99.87 99.83 99.69 99.54 ce OBCS Stop List - Day B 97% NA
fo Ls Es
seed Eaien.se InTonsd GHSa InTaaA once stop ust-Day > I 100% I 98% [see Secton 4.9
ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 17
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7.4
Date: 14
4.3.2, OUTBOUND
[lurse [aug-99] Sep-99 I Oct-09 I Nov-99 I Dec-99 I Jan-00 [Feb-00] mar-00 I Apr-00 I May-00I Jun-00 I
APS Data
96.55 9940 9945 9940 G67 90.51 ETE] ie Detvery - ay c
[”—”—C cas
99.48 File Devry - Day D
Po Lt ee at et ‘TPS Data
99.02 99.34 99.64 99.55 99.90 99.67 97.82 97.64
90.47 97.50
2959 99.72 9985 9n7o 6990 ooe1 9020” S007 99.58
La ee
2a89 9990 S095 ose” S008 Fle Detvery- Day ©
jt es ee ‘OBCS Data
[CME cus I
78 Fle Detvery- Day D
File Delivery - Day B
File Delivery - Day
MAT I TRT[ Comment
97% I NA
99% I NA
100% I 98% ISee Section 4.9
97% I NA
99% I WA
100% I 98% ISee Section 4.9
97% I NA
99% I NA
100% I 98% ISee Section 4.9
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE
Page 18
FUJ00058228
FUJ00058228
ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
Ref:
€S/PER/ or,
Version: 3.7.4
Date: 14.07.00
4.4 TRANSACTION SERVICES
Tar99 [hug 58] Sop8 I Oct-98 I Novo I Dec89 I Jon-00 [Feb-00] Mar0] Apr00 I Way0] Jun-00 WAT_ITet_[ Comment
acs
WAT wa [ wa [ wa T wa [wa Twa [wa [wa Twa 7 wa Twa ] ssucs tocaiy 39.00 I 3950
os NA a1 NA
wa Twa I wa Twa T wa J wa Twa Towa [wa Twa [wa J wa_] bsues (foregn) 4250 I 4300
os NA a WA
WA LWA LD wa] WA] WA] WA] WA [WA] WA [WA] WA [WA I txasrnen toca) zoos I ores
os NA at WA
NA [NA I NA I WA I NA I NA I WA I NA I NA I NA [I NA [_NA_I Excasnentitoregn) 2810 I 2860
os NA ar NA
APS
WA [wa [wa Twa [wa Twa Twa [wa [Wa TWA TWAT WAT] osn Payments - No tokens handed back to customer 1996 I 2046
os NA at WA
WA I WA [wa [wa 7 wa J wa 7 wa 7 wa [wa [wa [WA TWA] cash Payments - Tokens handed back to customer 2162 I 2202
os NA 1 WA
wa T wa [wa [wa Twa WA ]_wa J] Wa [wa Twa TWA TWA] Cash Payments - Using Smart Card or Key 2656 I 27.06
os NA 1 WA
EPoss
WAT wa [ wa [wa T wa [wa T wa [wa Twa T wa 7 wa 7 wa] cross 30.00 I 3050
os WA 1 WA
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 19
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7.4
Date: 14
4.5 TRAINING SERVICES
Jul-99 I Aug-99 I Sep-9]I Oct-99 I Nov-99 I bec-99 I Jan-00 I Feb-00] Mar-00 I Apr-00 I May-00 I Jun-00
oa [A [ano a [ows toca [rea [aoa [ona
400.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0
1000 TE 100.0
100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0
1000 100.0
996 100.0 100.0 100.0 100.0 99.9 100.0 1000 100.0
Le tS
999 100.0 100.0 1000 100.0 100.0
100.0 100.0 100.0 100.0
Training Course Availabilty
Training Venue Quality
Training Course Quaity
‘Training Course Cancellation
‘Training Course Competence Levels
Training Course Timeliness Live Delivery
MAT [TRT] Comment
100% I NWA
85% I NA
95% I NA
98% I NA
95% I NA
100% I WA ISee Section 4.9
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE
Page 20
FUJ00058228
FUJ00058228
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS.
Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
.6 IMPLEMENTATION & ROLL OUT
Jul-99 I Aug-99 I Sep-9]I Oct-99 I Nov-99 I Dec-99 I Jan-00] Feb-00] Mar-00 I Apr-00 I May-00 I Jun-00
[_wa [Twa Twa ]
100.0 100.0 100.0
Site Survey - Quality Compliance
‘Site Modification - Quality Compliance
‘Site Modification - Repairs Completeness.
Site instalation - Quality Compliance
Site Installation - Repairs Timeliness.
MAT[TRT] Comment
35% I WA
as% I NA
98% I WA Isee Section 4.9
25% I NA
98% I NA
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 21
FUJ00058228
FUJ00058228
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.00
4.7 LF SERVICE (WITH EFFECT FROM CSR+)
a]
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 22
FUJ00058228
FUJ00058228
ICL Pathway Ltd SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /ox3
Version: 3.7.4
Date: 14.07.
4.8 BUSINESS INCIDENT MANAGEMENT
Tut39] Aug-99 I Sep-99] Oct-99 [ Nov-99] Dec-99 I Jan-00] Feb-00] Mar-00] Apr-00 I May-00] Jun-00 MAT [TRT] Comment
NA [I NA _[ NA [ NA I NA NA_[_NA Incidents resolved <= 5 days of receipt 100% I NA ISee Section 4.9
a
© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 23
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref:
Version: 3.7.1
14.074
Date:
€S/PER/ 013,
4.9 SUPPORTING COMMENTS
Performance Measure
Helpdesk Services
HSHD - Calls answered within 20 seconds
HSHD - Calls answered within 40 seconds
HSHD - Calls abandoned through ring off
Comments
Performance Summary
65.0% of calls were answered within 20 seconds
96.6% of calls were answered within 4o seconds
97.7% of calls were abandoned through ring-off
Cause and Action
June 2000 highlights a significant improvement in
conformance against all Helpdesk Service performance
measures. This can be attributed to the ‘get well’ programme,
explained in the June SRB, which is now well under way
within ICL OSD.
Performance measures for calls answered within 20 seconds
and 40 seconds have been calculated according to the current
contractual requirements, which do not take into account the
effect of IVR. Therefore within this review book, May and
June 2000 have been shown as ‘grey’ (with the achievement
included), until discussions between ICL Pathway and POCL
have finalised any revised contractual position. Taking into
account the effect of IVR on these two performance
measures, the conformance value for June 2000 would be:
Calls answered within 20 seconds 96.0%
Calls answered within 40 seconds: 97.5%
ICL OSD will continue to effect measures to bring about
further improvement to our conformance.
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 24
FUJ00058228
FUJ00058228
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref:
Version:
Date:
€S/PER/ 013,
378
14.07.00
4a
Performance Measure
Helpdesk Services
HSHD - Level 1 calls resolved within 5 minutes
HSHD - Level 2 calls resolved within 45 minutes
Comments
Performance Summary
79.8% of Level 1 calls were resolved within 5 minutes
97.9% of Level 2 calls were resolved within 45 minutes
Cause and Action
June 2000 highlights a significant improvement in
conformance against all Helpdesk Service performance
measures, This can be attributed to the ‘get well’ programme,
explained in the June SRB, which is now well under way
within ICL OSD.
Of 12,127 Level 1 calls received, 2455 were not resolved within
5 minutes,
Of 5023 Level 2 calls received, 233 were not resolved within 30
minutes and 106 were not resolved within 45 minutes.
Although ICL Pathway failed to meet the target for Level 1
within 5 minutes, the average length of time to resolve a
Level 1 call remains at 3 min 15 seconds,
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 25
FUJ00058228
FUJ00058228
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7.4
Date: 14.07.00
42
Performance Measure
System Service
Local
Hardware / Network Priority A
~ ghrs Non-Remedial
~ 6hrs Remedial
Hardware / Network Priority B
~ 8hrs Non-Remedial
~1ohrs Remedial
Comments
Performance Summary
Local
74.6% of Priority A were resolved within 4 hours
93.2% of Priority A were resolved within 6 hours
93.9% of Priority B were resolved within 8 hours
95.0% of Priority B were resolved within 10 hours
Cause and Action
June 2000 highlights a significant improvement in
conformance against all Helpdesk Service performance
measures. This can be attributed to the ‘get well’ programme,
explained in the June SRB, which is now well under way
within ICL OSD.
Of 59 Priority A calls received, 15 were not resolved within 4
hours and 4 were not resolved within 6 hours.
Of 2575 Priority B calls received, 157 were not resolved within
8 hours and 130 were not resolved within 10 hours.
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE Page 26
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7.4
Date: 14.07.00
Performance Measure
Data Services (Inbound)
RDMC Reference Data
Data delivery Day D
OBCS Stops List Data
Stop list delivery Day D
Data Services (Outbound
APS Data
Data file delivery Day D
TPS Data
Data file delivery Day D
Data file delivery Day D
Comments
erformance Summary
99.91% delivered by Day D
99.69% delivered by Day D
99.74% delivered by Day D
99.74% delivered by Day D
99.87% delivered by Day D
Cause and Action
For information: Calculation of RDMC Reference Data, APS
Reference Data and OBCS Stop List Delivery SLAs uses the
‘Non Polled’ outlet report to identify when an outlet has failed
to return an ‘End of Day’ (EOD) marker to the Data Centre. If
this is the case, the outlet is assumed to have not received a
delivery of:
* APS Reference Data (delivered 1 day/month to all outlets)
« RDMC Reference Data (delivered daily to all outlets)
* OBCS Stop List information (delivered daily to selected
outlets)
CSR+ sees the automation of this calculation.
Where SLA conformance has not been achieved, this is
directly attributable to the ‘Non Polling’ of outlets where
transactions are not harvested from the counters and
delivered to HAPS, TIP and BA within the required
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 27
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7.4
Date: 14.07.00
Data Services
Cause and Ac
timescales. (See also above re: the calculation of Data delivery
to the outlets). This problem is now receiving priority
attention within ICL Pathway with the aim of reducing the
time in which an outlet may be allowed to remain in a
position where the communication links to the centre are not
functioning. Positive steps have been taken to address this
issue, namely :
* Process re-engineering that will see considerable
reduction in time to resolution to ensure that non-polled
outlets fail to communicate for fewer than 5 calendar
days, This will be achieved by condensing the resolution
cycle, introducing a higher degree of automation to such
areas as ‘counter health checking’, incident management
and applying a greater resource to the support units
¢ The creation of a root cause analysis data base that will
establish the main causes of non polling and thus enable
plans to be put in place to prevent re-occurrence
An on-going programme to ensure the non-polling of
outlets is managed, focus is maintained and the problem
is seen to reduce in impact as the roll out progresses
¢ Discussion between ICL Pathway and POCL :
¢ Re: the development of technical solutions to alert the
outlets that counters are not communicating
¢ Re: the recovery of marooned transactions in the event
that an outlet remains out of communication for an
extended period
* To agree reasons for non-polling which can be deemed
to be outside the jurisdiction of ICL Pathway to ensure
any affected transactions are excluded from both SLA
and remedial calculations
Since the week commencing 8 May 2000, we have seen
encouraging results with the number of outlets failing to poll
on the decline, with the live estate increasing in size.
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 28
FUJ00058228
FUJ00058228
ICL Pathway Ltd
€S/PER/ 013,
‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref:
Version: 3.7
Date: 14.07.
Performance Measure Comments
Performance Summary
The method of calculating performance against these SLAs is
currently being reviewed between ICL Pathway and PONU
Commercial. No data is therefore included in this review.
45
Performance Summary
98.9% achievement
Cause and Action
The number of staff passing the PSA reflects those who
passed some needing more than 1 attempt. The number who
failed at the first attempt is 318
The numbers of staff trained outside the contractual window
have now been added. These exceptions were all requested by
PONU and authorised by ICL Pathway in the manner agreed.
46
Implementation & Roll Out
Site modification - repairs completeness
Performance Summary
6.5% achievement
Cause and Action
31 incidents were received with 2 conformant to SLA.
The Infrastructure programme is now close to completing.
The process issues involved resulting in the low conformance
achievement are understood and are being addressed, these
include :
«Resourcing issues within ICL Pathway
© The administrative process for closing calls taking too
long
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 29
FUJ00058228
FUJ00058228
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref: CS/ PER /ox
Version: 3.7
Date: 14.07.
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 30
ICL Pathway Ltd
‘SERVICE REVIEW - PERFORMANCE STATISTICS. Ref:
Version: 3.7
14.074
Date:
€S/PER/ 013,
Performance Measure
usine: lent
Business incidents resolved
lanagement
5 days of receipt
Comments
82.1% of business incidents were cleared within 5 working
days of receipt. (The definitions of ‘cleared’ being that
sufficient detail was supplied to PONU to allow reconciliation
or client settlement to take place).
Cause and Action
Out of 123 Reconciliation and Business incidents received in
June 2000, 101 were cleared within the 5 day timescale.
22 incidents suffered delays in clearance which can be
attributable to the following reasons :
Delays in obtaining corrective data due to resource being
allocated to CI4 testing
New incident categories being received which are taking
longer to investigate due to their unique nature, for
example; stamp redemption with incorrect increments
where settlement can occur in any denomination and
discrepancies within stock unit roll over
¢ Receipt of POCL incidents requiring access to archive
data
Process improvements have been implemented during the
latter half of June 2000 to improve the flow of incident
resolution information between ICL Pathway and POCL. The
effect of these improvements has started to become evident
with the conformance to SLA improving by 12.1% when
compared with May 2000.
‘© ICL Pathway Ltd
COMMERCIAL-IN-CONFIDENCE
Page 31
FUJ00058228
FUJ00058228
ICL Pathway Ltd ‘SERVICE REVIEW - PERFORMANCE STATISTICS Ref: CS/ PER /ox
Version: 3.7.4
Date: 14.07.00
5 CUSTOMER SERVICE OPERATIONS REPORT
CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS
PinICL Date Problem Management Calls - Last Next Status Problem
Raised Description Updat Updat Manager
e e
PCoo19130 03/12/98 Order Book Bar Codes Failing to scan/Shiny Barcodes Monitor Audrey Adams
PCoo2714: 24/06/99 Outlets not polling information Monitor M Fiore /P Curley
PCo033128 10/1 Stock Unit Integration - Dugannon £43k 18/05 _I 25/0 Monitor Paul Curley
PCo038778__I 18/02 Revaluation exercise calls to HSH 22/05 I 28/05 _I CP2554 raised Julie Welsh
PCooqo4is 13/0: Belfast PO experiencing high volumes of calls o7/o4 I 14/04 WIP Alison Peacock
PC004o750 I 16/03 CAPS being added together - no rollover 26/04 I 26/05 _I Monitor until Autumn _I Julie Welsh
PCoogioi9 20/0: 30% of PON Ref Data files are rework 13/06 23/06 Monitor David Wilcox
PCo041386___I 23/0: ‘Counter Training Office Support Issues 29/03 I o7log _I WIP. ‘Alison Peacock
PCo041388__I 23/0. Week 52/01 reports adding together 24/05 I orlo6 __I WIP. Julie Welsh
[PG0042351 06/04 Extended resolution time for Guiseley incident 06/04 I 12/04 I WIP ‘Alison Peacock
PC0043003, 14/04 Guiseley Touch screen issues 23/5 02/06 __I WIP Alison Peacock
PCo043417__I 20/04, Problem with bar code scanners 10/05 __Iaz/o5__I WIP.
PC0043751 28/04 Revalued early unable to reverse 18/05 I 31/05 __I WIP.
PCo043827 __I 28/04 Revaluation error message on balancing 18/05 [12/05 I WIP
PCoo44o51__I og/o: Royal Mail Tariff change, high call volume ‘04/05 I 12/05 __I WIP
PCo045208 I 17/05 Dyke Road PO - HORIZION System H/w 09/06 I 09/06 _I WIP
PCo046302__I 31/0: FAD 342410 - ISDN ceased due to PM resignation 31/05 I 07/06 _I WIP Michael Fiore
PCo04632: 1/05 Failure one shot passwords 3/05 I 07/06 _I WIP. Julie Welsh
PCo046980___I 07/06 Girobank Daily Reports CCN573, 07/06 I 09/06 _ I WIP Alison Peacock
PCoo47010 I 07/06 TIP transactions dropped by TIP harvesting process 26/06 _I 05/07 WIP Michael Fiore
PCo047752__I 16/06 Tivoli/Network problem 06/0 1glo7__I WIP. Paul Curley
PC0047044 19/06 Two feeds of Outlet information from PON to I 19/06 23/06 WIP David Wilcox
PCoo49845 I 10/07 Inability to recover archive stockdata after 35 days wlo7 I 7/07 __I WIP. David Fletcher
PC004988: 10/0" Corrupt/Missing Record Details OBCS TX File 10/07 17/0" WIP Mike Stewart
‘© ICL Pathway Ltd COMMERCIAL-IN-CONFIDENCE Page 32
FUJ00058228
FUJ00058228