FUJ00058277
FUJ00058277
ICL Pathway Delivered Quality Audit Report - IGL Post Ref: QU/REP/0001
Offices, Stroud Version: 1.0
Date: 23/01/97
Document Title: Delivered Quality Audit Report - IGL Post Offices, Stroud
Document Type: Report
Abstract: On 29th November 1996 the Pathway Quality Manager
visited 5 of the 10 IGL Post Offices in the Stroud area to
discuss with the sub post masters their experiences of
implementation and early operation, to view the quality of
the installation and highlight areas for possible future
improvement. This report summarises the findings.
Status: Issued
Distribution: Management Team
Actionees
Library
Author: Dave Groom
Comments to: David Groom
Comments by: 24th January 1997
© 1996 ICL Pathway Ltd
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ICL Pathway Delivered Quality Audit Report - IGL Post Ref: QU/REP/0001
Offices, Stroud Version: 1.0
Date: 23/01/97
0 Document control
0.1 Document history
Version Date Reason
0.1 11/12/96 Draft for comment by M Bennett
0.2 17/12/96 Draft for comment by actionees / reviewers
1.0 17/01/97 Issued
0.2 Approval authorities
Name Position Signature Date
Martyn Bennett Director Quality & Risk
Management
0.3 Associated documents
Reference Vers Date Title Source
0.4 Abbreviations
BT British Telecom
CMS Card Management System
DQA Delivered Quality Audit
IGL Initial Go Live
LHS Left Hand Side
PAS Payment Authorisation Service
PDA Programme Development Authority
PO(CL) Post Office (Counters Limited)
Pol Proof of Identity
PUN Pick Up Notice
RHS Right Hand Side
WAN Wide Area Network
WTL Workplace Technologies Limited
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0.5 Changes in this version
Updated in the light of comments received. Actions clarified / Actionees
modified.
0.6 Table of content
1 Management Summary.............-eececcecececeee cece eeeseeececeeeeeeeeeeeneeeeteeeeereeeatenseeeees 4
1.1 Background / History...............:c:ccceceeeeeceeeceecececeeeeeeeeceeeeeeeececeeeeteeeeeeeces 4
1.2 Audit PUrpOS@........ eee cece cee ceceeceececeeceeeaeeeeeeceecaececeeceeeeseeceeaeeesereaees 4
1.3 Summary of Findings... cece ese ececece ee eeeeeeeeeeeeseeeeeeneeeetenenenees 4
1.4 Key Customer Comments.
2 Action Summary. cee
3 Audit Details... cece cece ececeeeeseeeeseeneseeneeeeseereenereeseserseeereenseeeseeseteeeeeaee 5
3.1 GOMOP Al... cece ee seeeeeceeeeeeeececeeeeeeeeeeeeeeeseseesiserieeteeseteneeteeteeerteeers DO
3.2 Product / Service Details.
3.3 Audit Details...
3.4 Customer Comment:
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ICL Pathway Delivered Quality Audit Report - IGL Post Ref: QU/REP/0001
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1.1
1.2
1.3
Management Summary
Background / History
Initial Go Live (IGL) of the Pathway benefit payment system commenced
23/9/96 at the Leonard Stanley Post Office near Stroud and was extended to
nine other offices in the Stroud area from 21/10/96. These installations were
subject to a degree of special attention which precluded carrying out a
standard Delivered Quality Audit at the time of implementation. Whilst
recognising that the implementation at these offices may not be
representative of what may be expected during the roll out stage, it was
considered important to make a formal attempt to capture issues and learning
points from the IGL implementation, utilising Delivered Quality Audit
methodology. Five of the IGL offices, including Leonard Stanley, were visited
on 29/11/96 for this purpose.
Audit Purpose
To inspect the installations and interview Post Office staff, noting issues and
opportunities to improve Pathway products and services arising from the
implementation activities of Pathway and our sub-contractors and from early
early operating experiences using the Pathway system.
Summary of Findings
Five problems known to the Help Desk had been experienced at several
locations:
PUN Bar Code would not read; keyed in successfully
Replacement PUN would not activate card
Historical payments not associated with new card
Receipt shows Help Desk No as 181 - 1234567
Postmaster’s weekly report prints out wrong week number.
A range of other opportunities to improve the system were noted including:
To ensure that site surveys identify where an improved electrical earth
is required so that installation plans allow sufficient time and resource.
To ensure that site survey and installation teams are fully aware of the
overall sizes of equipment, including wiring.
Extension of the range of on screen options offered as Proof of Identity
to speed transactions and possible extension of the range of
acceptable inputs.
Revision of the Manual and other reference materials to correct errors
and omissions.
Modification to beneficiary documentation to ensure Proof of Identity is
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available for card collection and Casual Agents have available the
Beneficiary’s card to enable collection of benefit.
1.4 Key Customer Comments
The main areas for improvement suggested by Postmasters were:
Batching of card deliveries.
Review of the cost / benefit of Registered / Recorded delivery of cards.
A “parking” clip for the bar code reader.
A holder for receipt forms.
Selection of a printer with smaller footprint.
Duplicate prints of the weekly report.
Clarification of the first payment date for beneficiaries who collect on a
4 week cycle.
Improvement of the Postmaster’s weekly report.
2 Action Summary
Actionees identified against the Audit findings detailed in section 3.3, are
responsible for definition and implementation of an appropriate improvement
plan.
Where the Customer Comments in section 3.4 suggest an improvement the
Pathway nominee is responsible for determining the feasibility of
implementing the suggestion and definition of an action plan, where
appropriate.
3 Audit Details
3.1. General
Audit date: 29th November 1996
Reference: DQA/96/1
Auditor: David Groom, ICL Pathway Quality Manager
Contact: Russell Kemp, PDA Service Management
Sites visited: Postmaster
A Whitehall, 59 Middle Street Reg Barton
B Caincross, 20 Westward Road Brian Palmer
Cc Ebley, 265 Westward Road Keith
Hobbs
D Kings Stanley, High Street Penelope Knibbs
E Leonard Stanley, _2 Severn Waters Emma Ryder
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3.2
3.3
Product / Service Details
At each location a single set of counter equipment had been installed to
support IGL, comprising PC with touch screen, printer, bar code reader and
magnetic card reader.
Audit Details
This section summarises aspects of the products or services which appear to
be at variance with requirements. Actionees are responsible for planning and
implementing appropriate improvement actions.
Actionees:
JD Janet Dore DG Dave Groom
DH Dave Hollingsworth LH Lorraine Holt
SH = Steve Hyde RMcD Bob McDermott
SW _ Steve Warwick
Reference Details Category
Actionee
Al WTL installation period extended Major R
Mc D
(10.00 - 21.30) by the need to (WTL)
replace the electrical earth for the office.
Is this requirement recognised by the
site survey and planned for.
A2 The location of equipment envisaged = Minor R McD
by the site survey resulted in the (WTL)
(mechanical) Scales being located
unacceptably high. The printer didn’t fit
on the under counter shelf constructed
for it. A Gas Board terminal has been
placed on the shelf instead but this is
not acceptable because the PO customer
should be able to see the terminal in use.
The planned positioning of the processor,
taking up half a shelf in a cupboard,
proved unworkable because of the size
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Offices, Stroud Version: 1.0
Date: 23/01/97
of the wire bundle behind it. The
processor is now fitted across the shelf and
takes up 75% of the shelf. It was suggested
that the WTL site survey and installation
teams should be equipped with boxes of
the size of the equipment, including wire
bundles. Can the wiring be tidied /
integrated.
A3 Unable to read PUN bar code, details Critical DG
keyed successfully, one event. Problem Customer Complaint
explained and demonstrated using a CC0001 refers.
copy of the bar codes used for diagnosis. Resolved by
DLRCT
Postmaster requested to look out for 14/11.
similar events post dating the solution
date (14/11).
A4 Replacement PUN would not activate Major
card, one event. Resolved by HelpDesk Call Ref: E9611080001
Estimate of time taken varied PinICL 913
(10 - 30mins) Rel1 Fix
AS Replacement card, change of name: Major
new card not linked to outstanding Call Ref: E9611290001
payments. Customer, Mrs S Hawkins,
waited c 20 minutes before Help Desk
called back to advise issue of benefit
against a manual receipt. Previous card
impounded, cut in two and returned
to Pathway.
A6 Help Desk phone number shown, Major
incorrectly, on receipt as 181-1234567 Call Ref: E9611060003
PinICL 785
Rel 1 Fix
A7 The Postmaster’s end of week report of Major
transaction numbers (Thursday to Call Ref:
E9610300005
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A8&
/DG
AQ
B1
B2
B3
Wednesday) shows the PO week PinICL 868
number 1 week before actual. (Wk 35 Rel 1 Fix
Report to 27/11/96 showed Wk 34.)
On some days 1 member of staff cannot Minor SH
work the touch screen, although it (Microtouch)
works for other staff. The lady
concerned has experienced similar
difficulties whilst working for a Building
Society, which were never resolved.
Only one of the possible proof of Minor JD
identity documents is offered as a screen
option (driving license), the alternative
being “Other”. All the options listed on
the PUN should be screen options to
save time. It was suggested that an
existing benefit book should be added
to the list of acceptable Pol. Many
customers arrive to collect their cards Major DH
without valid Pol. If well known to the
postmaster it is difficult to turn them
away. Practice is to select “Other” and
key in “Known” to issue the card. There
seems to be no limitation as to what
input under “Other” is accepted by
the system. Random keystrokes input in
error were accepted in one case.
Bar code reading problems (as in A3).
Compound problem affecting Mrs Trott
(Replacement PUN doesn’t activate card,
Replacement card not linked to o/s
payments Help Desk number on
receipt incorrect.) (See A4 / AS / A6)
Random event reported: Message Minor
SW/DG
“Invalid Transaction” appears
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B4
BS
C1
c2
C3
c4
cs
spontaneously, screen not touched. Has
occurred 2 or 3 times with different
users. Touching Tick symbol returns
system to normal.
Equipment size not known initially. Minor
Drawer removed to accomodate
processor. In practice unit didn’t fit so
a temporary cover had been placed
over the drawer space. Equipment
placed on this temporary cover.
(See A2)
Replacement PUN doesn't activate card.
(See A4)
WAN line enters office on LHS of Minor
counters (when behind counter facing
the public) and passes to the RHS, the
BT box being installed in the parcel
store, where it could be prone to
damage. The line then returns half way
back across the counters to the PC.
The training unit processor fitted flush = Minor
in the allocated space: the live unit
protrudes c 3cm beyond the counter
because of the wire bundle. False back
to space could permit refitting flush
(see A2).
Mechanical scales had to be repositioned
RMcD
behind the counter clerks where it is
difficult for the public to see the readings.
Customers arrive to collect cards without
valid Pol (see AQ).
There is an error in the encapsulated = Minor
reference card, in the section on
“Impoundment of Card” ref. BES 10.
RMcD
(WTL)
RMcD
(WTL)
RMcD
(WTL)
Minor
(WTL)
LH
(Peritas)
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Cé
D1
D2
D3
D4
There should be an instruction
“Touch Impound Card” in between the
instructions “Touch Card Management
ICON” and “Swipe Card to be
Impounded’.
There are mistakes in the Manual, which Minor
are only coming to light slowly as the
unusual situations arise prompting
reference to the Manual. (Ref. POCL IGL
Workbook: PATHWAYTEXTIGLO091096,
Date 10/10/96, Version 2.03.)
Section 5.4 Alternative Payee (Automated)
Step 4 and Flow Chart:
Book says “Insert Receipt Slip” and
system prompt is “Print Receipt”: book
should say “Print Nil Receipt”. The
“Insert Receipt” instruction needs to
be added lower down the page to cover
normal receipt printing.
When beneficiary’s card input, screen
flashes receipt icon but there is no
instruction in the book to “Insert Receipt”.
WTL installation period extended into
a 2nd day because a new earth had to
be installed (see A1).
Unable to read PUN bar code (see A3).
Replacement PUN wouldn't activate
card, resolved by Help Desk (see A4).
Confusion has arisen with Casual Major
Agents not being clear that they must
bring in the beneficiary's card as well as
their own. Concern expressed that this
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LH
(Peritas)
DH
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3.4
DS
E1
Banks.
End of week report shows week number
one before actual (see A7).
Week number on end of week report
is wrong (see A7).
Customer Comments
This section summarises the other customer comments, falling broadly into
two groups: aspects of products or services considered acceptable, or better,
and aspects capable of improvement. Improvement opportunities will be
reviewed and actions may be undertaken in the interests of customer care.
Such actions are non-mandatory.
Reviewers:
Reference
CA1
CA2
CA3
CA4
CAS
AC Anna Campopiano DC Dave Cooke
JD Janet Dore DG Dave Groom
LH Lorraine Holt SH Steve Hyde
SM _— Steve Muchow JW John Wright
Details Reviewer
Implementation activities all took place
on time and as expected.
BT installation was acceptable ; the box
was moved subsequently by WTL.
The WTL installation engineer was
“ outstandingly helpful.”
EXEL arrived on time, did a good job
and cleaned up, taking the packaging
away with them.
Peritas suggested Monday training,
which is a busy day. Basic training
done after work on Monday with
further experience Tuesday /
Wednesday before going live on the
Thursday. At one point there was
confusion between what the trainer
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CA6
CA7
CA8
CAQ
said and the on screen information
(details not recalled). Trainees were
asked to complete an assessment form
and return it to the trainer, who was to
provide ongoing support. In the event
the feedback was generally positive but
the trainees felt that future trainees would
feel less inhibited, if they had to make
negative comments, if the forms could
be returned confidentially to a central
location
The equipment has all been reliable and
looks good.
Cards arrive on time, batches are correct
condition good.
Cards are delivered in small batches
(1 - 2) using different services:
Registered Mail (£3 + 1st Class Post)
Recorded Delivery (£0.60 + 1st Class
Post) Sometimes two deliveries are
received in a day, each involving a
small number of cards. Concern was
expressed at two levels:
- the expense to Pathway of using
Registered Mail, especially since the
cards are arriving 3-4 weeks before
expiry of the previous Benefit Book.
- the expense to the Postmaster of
phone confirmation of card receipt:
the Post Office makes an allowance for
phone calls but it was claimed to be
insufficient to cover all PO related costs.
PUNs appear to be arriving in good time,
3-4 weeks before the preceding benefit
counterfoils are exhausted, which may
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LH
SM
SM
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CA10
CA11
CA12
CA13
CA14
CA15
CA16
lost as some customers don’t want their
card until the book has run out.
The Postmaster’s end of week report JD
would be improved by breaking the list
of transactions into blocks of 5, by
printing the total number of transactions
at the bottom of the list and by printing
the Report in duplicate.
Contact with Sorbus has been satisfactory:
1 contact only when PUN bar code would
not read (see A3).
CMS / PAS Help Desk is very good. (This
from someone trained in Customer Care
by a Building Society and by the Girl Guide
movement.) Responses are generally quick
and accurate.
Current keyboard is fine: Lift keyboard is SH
expected to be less convenient, being
larger, in the confined counter space.
(A clip to hold the current magnetic stripe
reader would be preferable.)
A “parking” clip for the bar code reader SH /RMcD
would be helpful. (Question asked
whether the reader had to flash all the
time. I explained the difference of the
Welch Alleyn unit.)
The printer is considered too big for the DC / SH
confined space: is there any alternative
with a vertical orientation, similar to the
lottery terminal, to reduce the footprint.
Receipts tend to be left loose on the SH
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° s Date: 23/01/97
CA17
CA18
CA19
CA20
a holder be provided. (Consider packaging
design.)
A card wallet has been provided (by AC
POCL?) with 2 spaces for cards. In the
Stroud area 8 cards are in common use at
POs, can a holder be made available (for
sale to customers?) (gas pay, gas token,
electricity pay, electricity token, council
tax, council rent, water and benefits).
A duplicate print of the weekly report CP 199 - 2 ply
would be helpful tally rolls
The PUN makes no reference to which JW
benefit the card applies to. One
customer attempted to collect a card
when an income support book expired.
There was a period of confusion before
it was established which benefit
the customer was seeking. Amended
wording of the PUN would be helpful,
meanwhile CMS help desk procedures
should confirm which benefit the
customer is seeking.
End of day processing includes an JD
apparently redundant step. The steps
are:
Touch end of day
Prompt Confirm?
Touch Tick symbol
Stage completes with final prompt
Confirm?
Touching Tick symbol merely
returns user to main menu, but
there is no alternative option,
so why not return automatically
to the menu.
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CA21
CB1
CB2
CB3
CB4
cc1
CcC2
Customers who receive benefit on a 4
week cycle have nothing to remind them
when the first payment is due. Once a
payment has been made, the receipt
gives the next due date, but before
this they visit the PO each week, being
told there is no payment due instead
of coming in 4 weeks after the last
counterfoil in the preceding book.
The suggestion that card activation
could trigger a nil receipt with a next
payment due date is unlikely to be
feasible. Possibly the PUN should
remind customers to make note of the
date on the last counterfoil and work
forward 4 weeks.
Cards arriving in penny numbers
(see CA8).
Peritas very good (previous experience
with Camelot).
No problems with EXEL.
Postmaster questioned whether
additional terminal(s) would be available
in future. I advised yes, 1 per counter
position.
Different installers brought the training
equipment and the live system:
concern expressed about continuity.
(Not an issue for roll out.)
Cards are arriving well before they are
required: change of name during the
period leaves customer collecting a
card in their old name. (Ms Christmas
to Mrs Peart.) c 13 cards in use at this
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SM
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Ccc3
CC4
CC5
CC6
CD1
CD2
CD3
CD4
CDS
CD6
CE1
CE2
CE3
Loss of PUN and possible change of
address are causes for concern if cards
arrive well before benefit books expire.
Training took place, as arranged, on a
Monday which made it difficult as a
result of constant interruptions; Monday
is a busy day.
No space for a signature on a Nil Receipt.
(There is no declaration to sign so no
requirement for a signature.)
Cards delivered in small batches (see CA8).
Postmaster’s weekly report could be
improved (see CA10).
A smaller printer would be helpful
(see A2, CA15).
WTL cleaned up “fairly well”
As a new computer-user the training was
good and took place on a good day,
Friday. The manual is OK as a reminder
if you have already done a task in training.
Questioned whether an alternative
method to record card receipt could
be arranged instead of the phone
calls. Explained the future approach.
Concern at the expense of card
distribution (see CA8) especially since
books are distributed by normal post.
Weekly report could be improved
(see CA10).
No problems with BT.
WTL excellent.
EXEL installation went smoothly.
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CES
CE6
CE7
CE8
CEQ
excellent support when dealing with an
alternative payee.
Card swipe unit replaced following read
failures: handled well.
Irritated by having to phone in for small
number of cards in each delivery, with
possibly 2 deliveries per day, Registered
/ Recorded, (see CA8). Suggested
sending cards out batched weekly or
fortnightly since users have books to use
up.
Customers who collect benefit on a 4
week cycle have difficulty keeping track
of when 1st card payment is due
(see CA21).
Leonard Stanley do not use the Total DG
Transactions information from the
Postmaster’s weekly report for reporting
purposes. They count the total number
of receipts and report this instead. This
is at variance with practice at the other
offices and will have the effect of
understating their count by the number
of outstanding payments encashed in a
single transaction. Which approach is
correct depends whether the information
is used for: Pathway reporting or POCL
reporting.
Postmaster wants more customers on the
system asap for simplicity.
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