ICL Pathway
FUJ00058333
FUJ00058333
Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
Document Title:
Document Type:
Abstract:
Status:
Distribution:
ICL Pathway
Terry Austin
John Dicks
Liam Foley
Steve Muchow
Barrie Davies
Bob McDermott
John Hunt
Tan Honnor
Richard Long
Alan Ward
Barry Vaughan
Andy Moley
Steve Warwick
lan Morrison
Steve Cowburn
Pete Jeram
John Coman
Peter Burden
Gill Jackson
Pam Barlow
Implementation Strategy - release 1c
Strategy Document
This paper documents the strategy through which the Horizon.
counter infrastructure is implemented in the Post Office
network. In particular this version covers the activities required
to upgrade IGL & release 1b outlets to support the functionality
introduced at release Ic.
ISSUED
ICL Pathway PDA
Eugene Dempsey Andy Jones
Dave Howells Barry Evans
Bob McKain Steve Grayston
Paul Underwood Douglas Craik
Eamonn Long Trevor Rollason
Barry Hancill Rod Stocker
Lorraine Holt
Steve Hyde Suppliers
John Coman Dave Harwood, WTL
Simon Lee Bob McCully, Sorbus
Martin Riddell Alistair Cameron, D2D
Dave Fletcher
Claire Roberts
Allan Prescott
Billy Herd
Anna Campopiano
Sue Downham
Tan Openshaw
Roy Smethurst
Stuart Kearns, Peritas
Linda James, Exel
Chris Daneils, Energis
Jim Booth, Verification Centre
Celia Tebbs, WTL
Les Betts, Sorbus
Author: Mark Fisk
Comments to: Mark Fisk
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
© 1997 ICL Pathway Ltd
FUJ00058333
FUJ00058333
ICL Pathway Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
0 Document control
0.1 Document history
Version Date Reason
0.1 17/9/97 Initial first draft for limited circulation only
0.2 1/10/97 Updated after comments on first draft
0.3 14/10/97 Document for Fagan inspection
04 29/10/97 Document updated after Fagan inspection for approval
1.0 10/11/97 Document issued at moderators inspection
0.2 Approval authorities
Name Position Signature Date
Barrie Davies Implementation Manager
ICL Pathway
Bob McDermott Rollout Manager
ICL Pathway
Douglas Craik Head of POCL
Implementation (PDA)
Andy Jones PDA Installation Manager
0.3 Associated documents
Reference Vers Date Title Source
1 IM/STR/0003_ 1.2 ~—- 28/5/97 Implementation strategy for release 1b Mark Fisk
2. TD/ARC/0001_ 1.0 21/10/96 Technical Environment Description Alan Ward
3 IM/STR/0014 1.0 Implementation Security Strategy Eamonn
Long
4 IM/PRC/006 2.0 2/6/97 Operation Aspects of the Horizon Field M Fisk
Support Officers for release 1b
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
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ICL Pathway Implementation Strategy (Release 1c) Venn STR OeT
Date: 10/11/97
5. IM/STR/0011 1.0 Bar Coding of Post Office and Counter PC Dave
Howells
6. IMP/STR/OOI5 4.1 In Office Migration Strategy for release Ie Caroline
Freerer
7. IM/ACS/0005_— 0.1 18/3/97 DSS/POCL Implementation Part D - Pamela
Rollout Acceptance Specification Barlow
8. IM/STR/0019 0.3 16/10/97 Training Requirements for Horizon Lorraine
Releases la to Ic Holt
9. N/A IGL Counter infrastructure installation Paul
document Underwood
10. PA/STR/0006 1.0 Release 1c Release Contents Description Steve
Warwick
11. RS/FSP/0003 1.0 1/11/96 Security Functional P Harrison
12. IM/STR/0016— 2.1 2/4/97 Horizon Field Support Officer Strategy M Fisk
13. BD/SRCO0001 0.1 31/10/97 Documentation Change Process Marlene
Henderson
0.4 Abbreviations
APT Automated Payments Terminal
BA Benefit Agency
BAD Benefit Agency District
BOS Back Office System.
CM Configuration Management
D2D Design to Distribution Ltd
DSS Department of Social Security
FAD Finacial Authortisation Document
ICL International Computers Ltd.
IGL Initial Go Live
ISDN Integrated Services Digital Network
IT Information Technology
LAN Local Area Network
PC Personal Computer
PDA Programme Delivery Authority
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
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ICL Pathway Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
PO Post Office
POCL Post Office Counters Ltd
PSTN Public Switched Telephone Network
RLM Regional Liaison Manager
UTP Unshielded Twisted Pair
WAN Wide Area Network
WTL Workplace Technologies Ltd
0.5 Changes in this version
Document updated after formal inspection of the document,
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obligations between ICL Pathway, the DSS and / or POCL
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0.6 Table of content
T Emtroduction oo... ecseesees tess eesseeseeeseenvecseesseesnetsnessecsesanecsussseseneeseesstssneeaessesseessecssseae 7
TL PUrpOse..... eee seeeeccecesecseeeseesesesesececeeeceseecsesssneececersacavsnsececesersesevenseseceneeeesenenereneesees 7
1.2 Scope 27
1.3 Implementation Overview ..............cccc sees eeceseseeseeeeeseseeeeeeneeessneeeeseeneeesaneeeeseses 7
LBL GL outlets 0. cece eecceeees erences eeeeneeesneesrenseneesneeseseesneesnseessinessnesses 8
1.3.2 Release 1b outlets 2... esses eecceeees tees eeteseeeeseeesneesneeeesneesnensesneesneeeenesees 8
2 About this document.......
2.1 Related Implementation documentation ................0. ccc ceeeseees ee teetee teeters D
3 Post office environment...............ccceccceeccseecstessseeesteseseesseessseeeseeseseessenssnnersneesseees® 11
3.1 Initial Go Live Outlets 2... eee eee eesseeeeeteesseeeesteeeeeetestesnenssseesneeseseeeseeees LI
3.2 Release 1b Outlets... eecceeceecceec cess tees eesneeseeeneeseesseesneesessneeeeensesneenneaneeeeees 11
3.3 The counter environment «0.2.0.0... cesses eeecesses tees tesesnessseesetneessesssessneenseees LZ
3.3.1 Numbering of COUNtETS............ceeececeeseeseeseeseesesseeeeseeeeeesneeesneneeseeneeeeenes 12
3.4 Outlet Identifiers oe. eecsseeeseeeeseeesneeseeeeenneessestsntesneesesneesnenssseesssteeeeees LB
3.4.1 Post Office Code format .............c.scecceececseeceestesseesseesneenneenesnessneeaneeneenee 18
4 Communication during the Rollout Programme ...............cc:ccsceseeeeseeeeseeeeteeseeeeeeee 20
AA Correspondence... cece cececces ees eeessecseceeseceeeseseeseeeececsneeeeenenseenseeteanenteeanseesee 20
4.2 Telephone Calls ...........c.cccccsccssceseeseeecseeeeseeseesessesseseetesesneeesnsetsseeneeesssseeeseeneees 20)
4.3 Security vetting procedures ..............ceccescsecs ees eeseeseeeesseesseesneesneeressessseesneenneeee 20
4.4 Behaviour om Site 2.0.00... cesses eeseseeeeseeseeseeneesseeessneeesmeseseesnenenenersneeeneeess 21
5 Horizon Counter Hardware Strategy...........c..seccecseesceeseeeeeesseeseeeseseeeseeeeneeseeseeneeeeees 22
5.1 Additional hardware upgrades and maintenance ................c.e cee eeceeeeteeeeeeeees 22
5.2 Horizon equipment packaging ..
5.2.1 IGL outlets
5.2.2 Release 1b outlets
§.2.3 Removal of redundant equipment
5.3 Version Control of Horizon Hardware and Software .
6 Outlet upgrade strategy
6.1 Preparation activities.
6.1.1 IGL Survey and preparation activities ...
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6.1.2 Rollout Database Activities .... 26
6.1.3 Counter System Build Activities ......0...0....ccccceceess cess eesnesseeeeesseesneesneeneenee 26
6.1.4 Auto configuration activities... cece eeccceeeeseeseeseeseetesneeteseeseeeeeneeeenes 29
6.1.5 Communication activities 2.0... eee eesseessseeseeetseeeeseseneesnessaneeesee 30)
6.1.6 User awareness and traiming oo... cece eeeeseeeeeseeeeeeeeeeeeeseeneeeeeneeeeanes 31
6.2 Post Office establishment activities
6.2.1 Horizon Field Support activities and requirements ...............0:c0ceee 31
6.2.2 Pre installation activities 00... ee eects eee teeters SL
6.2.3 Installation activities 0.0... eeeecsescsecs tess eessesseessesseesseesnesseseneesessneenneeenenee 32
6.2.4 Acceptance activities..
6.2.5 In Office Migration Activities... cece tess eeeeeeeeeeeeseeeeneesneeeeeeee
6.2.6 After Care SUPPOTt....... eee cece eeeeseeeeseeeees ees eeeseetesnsetettsteetestseeseeneeeeenes BD)
6.2.7 Handover to steady state ooo... ceceecccccsseseesesseseseseeseeseeesneeeeseeneeseeneeeeenes 33
6.3 REQreSSiOM oe... eeseeseeseceesseseeseesessestessesnessesesneeeesueeseseeneesesneseeseeneeneseseeaneneeseaeeeee 33
6.3.1 IGL outlets oo... ee eee cece eeeeeeeeeeneeeeesneesneeseeesesneesseesneeneseneeseseseesneeseeees 3D
6.3.2 Release 1b outlets 0... eects eecs tess eesseeseeeesseesseesnesseesneeseesneeaneeaneeee 34
6.4 Implementation Management
6.4.1 Structure of the Pathway Implementation Team. .........0...0.0eceeeeeeee 35S
6.4.2 Management of Change in the programme ..............0.0cc eee 3S
6.5 Interfaces and Escalation Routes. .........0...cccscccsessseessseesseessseeesseeseneesssensnneese 36
6.5.1 Management of “drop OFFS” .........cecceseeseeseeseeseseseeseereesesneseeseereeseeneeeeenes 36
6.6 Changes to POCL estate 2.0.2... cece esses es eeeecseseeeeeeeeseeeeesesneeneeneeteaneneeneaneeesee 37
7 Data Centres... ceccecseeceesessesesesseesseesneeseseneesseessesneesnesseeonsaseesnseseseueesessutesneeneeeseesaess 38
8 User Training for Horizon... cecees cesses eesesseesesseseeseereeseseseesnsreeseaneceaeereeseeneeeeeees 39
8.1 User awareness @Vent «0.0... cecceescecsees cess tess eensesseseseestesseessecsesssnenseeneesnessneeneessees 39
8.2 Release Le traiming oo... eee eee eceesecseeseseceeeseeeeesesneetesneeesstentetsseesseeneeeeenes OD
8.3 After care SUPPOTt.........c cee eececeeeeceeeeesesseesesneeeeneesessesnestesuseteneaneeeaneeeeneeneeeeene 39
8.4 Specific training.
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obligations between ICL Pathway, the DSS and/or POCL
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ICL Pathway Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
1
1.1
1.2
1.3
Introduction
This document has been produced as one in the series of strategy documents reflecting
the processes involved in the implementation of the Horizon counter systems.
Specifically the document provides the high level overview of the processes required
to install the Horizon counter infrastructure in outlets targeted at release 1c.
Purpose
The purpose of the document is to describe the high level overview of the activities
related to the implementation of the Horizon counter system for release lc.
Acceptance of the strategy results in the production of lower level processes and
procedures which document the implementation programme in more detail.
Where related activities are documented in other strategy papers this document will
make reference to them accordingly.
Any changes to the implementation strategy will be reflected by change proposals to
this document or other related documents. At intervals accepted change proposals will
be incorporated in to new versions of this document.
Scope
The scope of the document is as follows;
e To provide a high level overview of the implementation processes for the Horizon
counter environment and provide direction to related documents associated with
the delivery of release 1c systems to post office outlets.
e To detail the implementation strategy sufficiently to allow production and
agreement of lower level procedural and work instructions resulting from
agreement of this document.
Implementation Overview
At release Ic the target outlets are summarised in Table I below;
Environment Process Relevant Section
IGL ¢ User Awareness Event I Section 8
10 Initial Go Live outlets I e Site preparation and Processes as documented
modification and agreed for release 1b
(Ref.[1])
© User training Section 8
¢ Outlet upgrade Section 6
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Version: 1.0
Date: 10/11/97
activities (including in
office data migration)
e After care support Section 8
Release 1b © User training Section 8
Approx. 190 outlets I ¢ Outlet upgrade Section 6
installed at release 1b. activities (including in
office data migration)
¢ After care support Section 8
1.3.1
1.3.2
Table 1
Each of the environments are described in the following sub sections.
IGL outlets
The activities performed for IGL outlets apply to 10 specific outlets in the POCL
South Wales and South West region. The upgrade activities at these outlets occur over
a specified migration weekend, the details of which is published through upgrade
schedules. Site survey and preparation activities will be carried out using the
processes established at release 1b. (Ref. [1]) and as such are not discussed further in
this document.
Release 1b outlets
These activities are performed at outlets which have been installed with the Horizon
counter system at release 1b and are upgraded to support release Ic. The activities
include a swap out of the base unit, keyboard and counter printer at each position. The
upgrade activities at these outlets will occur during the operational day on a defined
working day (Monday to Friday). Some disruption in the outlets may be experienced,
in that the existing Horizon service will not be available, whilst the upgrade from
release 1b to release Ic takes place. However, during this period manual backup
procedures will be invoked.
The replaced items will be removed from the outlet using the packaging in which the
new equipment was delivered.
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2.1
About this document
The implementation strategy has been developed from a series of workshops between
PDA, ICL Pathway and the third party suppliers, where all aspects of the
implementation programme for release Ic have been discussed and agreed.
The structure of the document is as follows;
© Overview of the post office environments that are encountered during release Ic.
¢ Communication strategy with the post office used at this release.
e The hardware strategy, that is the hardware environment encountered and operated
at this release.
¢ Outlet upgrade strategy used to deliver the release to the outlet (which includes
equipment delivery, installation and in office migration).
¢ Data centre implementation strategy used at this release.
e User awareness and training strategy used to educate the post office user population
in readiness for the release.
Related Implementation documentation
The implementation of release Ic is detailed through the following document
structure, summarised in figure 1 below relative to day 0 (the installation day).
Steady
Installation activities State
Day 0
Preparation
activities
Figure 1
e The strategy documents provide an overview of the implementation, training and
In-office migration activities that are used to deliver release 1c and take outlets
through to the steady state support.
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e The process documents provide specific details for key activities in the
implementation life cycle. The documents describe specifically those activities
which prepare the environments ready for the introduction of release 1¢ and those
which are used to take outlet environments after they have been prepared through
to the steady state support during the installation
e The work instructions provide the day to day operational instructions used in the
implementation life cycle.
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3.1
3.2
Post office environments
The Horizon counter infrastructure was implemented in around 200 post offices as
part of release 1a (IGL offices) and release 1b.
Initial Go Live Outlets
The IGL outlets were each installed with one counter system using equipment
specified for these outlets (Ref.[9]). The system connected to a dedicated Pathway
campus supporting the infrastructure which enabled the Benefit Encashment Service
across BT ISDN. The users of these systems are now familiar with the Horizon
environment.
Release 1b Outlets
The release 1b outlets were installed using the high level procedures detailed in the
implementation strategy (Ref. [1]). Horizon counter systems were installed as either a
single position or multiple position outlet, depending on information supplied by
POCL and determined during the Site survey process (Ref. [1]). The outlets connected
to a dedicated Pathway campus supporting only the Order Book Control Service
introduced at release 1b across BT ISDN. The users of these systems are already
familiar with the Horizon environment.
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3.3. The counter environment
The Horizon counter equipment is physically installed in outlets in either a “Counter”,
ora “Back Office” position.
e A “Counter” is a customer facing serving position where day to day operations are
performed.
e A “Back Office Position” is a location and business profile which does not provide
a customer facing role but from which transactions can still be carried out. No
“Back Office Positions” are encountered at this release.
The number of counter and back office positions varies between the different outlets.
3.3.1. Numbering of counters
Counters in the POCL network do not use any fixed scheme when numbering or
labelling counter positions. For example;
1. Counters are numbered 1-x left to right as viewed from the serving side.
or
2. Counter positions are identified using letters of the alphabet ( A-Z as
viewed from the counter side).
To overcome this, the implementation strategy specifies standard labelling of counter
positions for the rollout as follows;
© Counter positions are numbered 01 - xx, where x is the number of positions from
left to right as viewed from the counter side.
e Ifthere is a back office system then it is always the gateway server.
e Numbering of positions is as follows;
(i) gateway server is always position 01
(ii) Counter positions are numbered 02 - xx
(iii) Open plan positions are numbered after all counter positions have been
allocated.
Horizon equipment installed at the counter will be labelled with the counter number
(See section 3.4). It is this counter number that is used during the auto configuration
system introduced at this release.
The strategy is best explained using a series of examples.
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Example 1___Single counter position
In this example there is only one system installed and as such will always be position
number I. This system is the gateway and affords the connection for the office printer.
Customer
ol
ISDN Printer
Figure 2
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Example 2__3 counter position
In this example , three scenarios are shown.
The first is where the gateway system is installed at counter position 01. The ISDN
connection can be installed in the same area as the gateway system.
The second scenario is where the ISDN connection cannot be located with the
gateway system. In this situation additional cabling is installed such that the gateway
system still remains in position 01.
Customer
01 02 03
Gateway
ISDN Customer
Gateway
ISDN
Printer
Figure 3
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The third is where the gateway server cannot be installed in the target counter
position. This may be because there is insufficient room to install the office printer at
counter position 1. In this situation the gateway server will be located in the next
available position, however the gateway will still be labelled as position 01. This
scenario cannot be used without prior approval from the ICL Pathway rollout
manager.
Customer
02 ol 03
Gateway
ISDN Printer
Figure 4
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Example 3___4 counter position and a back office system.
In this example there is “Back Office” system installed. This system is the gateway
system, which also affords the connection for the office printer.
The counter positions number from the “Back Office” system from 1. The counter
positions number from 02 through to 05.
Customer
Back Office System
Figure 5
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Example 4__ outlet with Open Plan Positions
In this example there are two Open Plan Positions. The Back Office and counter
positions are numbered first followed in sequence by the Open Plan Positions.
Customer Side
06 07
Back Office System
Figure 6
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3.4
3.4.1
Outlet Identifiers
In order that each outlet can be tracked during the rollout a unique identifier is
established. The identifier is derived from information relating to its location, as
identified below.
© The database reference for each outlet is a unique key. The key is an allocated
number in the range 1-40,000 which is associated with individual offices. This
reference is an internal identifier which is only within the database.
e An additional key is also associated with each outlet based on the FAD code ( the
Post Office identifier for outlets). The rollout project will refer to this code as the
Post Office Code.
Post Office Code format
The Post Office Code used during the implementation programme is a unique
reference which relates to the Post Office Identifier and counter number. The format
used is:
123456AAAXX,
where
123456 I Post Office FAD code e Provided by POCL
for each outlet
AAA This field is currently © 001 is default for all
reserved for future use. outlets.
XX Node id. e 01 for gateway
A code relating to the ¢ xx relating to counter
Position of Horizon position
equipment in the outlet.
Table 2
The format of the code and its use is explained in the following example
Example - outlet with FAD Code 123456 and 4 counter positions
The Pathway Post Office Code format for this outlet is
123456001.
This is the outlet identifier used in the rollout process. The identifier is translated to a
bar code and was installed during the Implementation process. It is this code which is
scanned by Exel during the asset information gathering phase.
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12345600101 - 12345600104
These codes were used during the implementation process at release 1b. The
identifiers are translated into bar code format and are installed on the Base Unit at
each Counter position. It is this code which is used during the auto configuration stage
of the Installation process (see section 6). For each outlet sufficient bar codes are
produced to allow for 24 nodes in the outlet. Each outlet is installed using two bar
code sheets.
The first sheet contains detachable bar code labels which are installed in a plastic
wallet attached to the base unit.
The second sheet is left with the outlet manager for safe keeping. This sheet can be
used during the installation or replacement programme should the first bar code
become damaged or lost.
If neither of the bar code sheets are available then the auto configuration process can
still continue in the outlet through the invocation of a manual procedure which is
based on the counter position of the Horizon equipment in the outlet.
Details of the production of bar codes and their distribution is documented in the Bar
Code strategy ( Ref. [5]).
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41
4.2
4.3
Communication during the Rollout Programme
This section documents the communication strategy that operates throughout the
implementation programme for release 1c. To achieve this, working practices adopted
during the life cycle of release 1b are adopted (Ref. [1]). Post Office representatives
working together with ICL Pathway, plan, organise and communicate the principles of
the implementation programme to post office counter staff and any third party
suppliers operating on behalf of ICL Pathway. (Ref. [13]).
e All correspondence, telephone calls or visits to outlets by ICL Pathway and/or any
subcontractors will always present the single interface of ICL Pathway.
e All personnel working in this environment will be security vetted to a standard
agreed with the POCL via the PDA.
e All representatives will be identifiable through the use of a common ICL Pathway
identity card. The exception to this rule is BT who will continue to use their own
pass.
This is detailed further in the following sections.
Correspondence
Any written correspondence which is delivered to outlets as part of the
implementation programme will be reviewed and agreed with PDA before being
dispatched.
Telephone Calls
All telephone calls to post office outlets are scripted, such that the nature and content
of the call is agreed with PDA before any call is made.
Security vetting procedures
All personnel employed under the Horizon programme, who visit outlets are vetted to
a standard agreed with POCL. To achieve this personal details are passed to PDA in
an agreed format.
e Full name and address, Date and place of Birth, National Insurance Number.
¢ Signed passport photograph of the employee taken with a light or white coloured
background. The photograph should not be attached to any of the paper work with
paper clips or staples.
e Specimen signature
Once security approval has been reached the information is passed to ICL security
where a ICL Pathway pass is produced. The ICL pass shows the picture, signature,
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serial number and expiry date. The information is also passed to the Post Office
Regional Help Line.
Oulet managers, at his discression, may authenticate the validity of the issued pass
through the Post Office Regional Help Line before access is allowed.
4.4 Behaviour on site
All personnel who visit or represent the Horizon rollout programme who deal with
Post Office staff are expected to conduct and present themselves to the standards
detailed in Ref. [3].
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5 Horizon Counter Hardware Strategy
The hardware strategy at release 1c for the environments described in section 1.3 can
be summarised in the following table;
Environment Hardware strategy Further information
IGL Remove existing system Section 6
Install complete Horizon
systems
Release 1b Remove base unit and Section 6
keyboard
Install upgraded base unit,
keyboard and counter
printer
Table 3
5.1. Additional hardware upgrades and maintenance
During the live operation of release 1c additional hardware upgrades and maintenance
visits are required to the post office outlets. In summary these visits incorporate;
© Possible modification and remedial works to the post office environment to support
the Horizon infrastructure. This work is to be identified as a result of post
implementation inspections carried out by POCL and agreed with ICL Pathway.
Examples are repositioning of shelves and replacement monitor stands
© On going counter equipment maintenance visits
The activities surrounding the above visits are to be documented and either agreed
with or distributed to PDA in a series of lower level procedural documents.
5.2 Horizon equipment packaging
For release 1c the replacement counter equipment is prepared and packaged prior to
shipment to an outlet.
All the equipment is functionally tested during this process. The hardware
configurations are created when equipment is packaged in sealed containers known as
overshippers.
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5.2.1 IGL outlets
The 10 IGL outlets implemented at release Ic are installed using counter equipment
packaged in overshippers configurations detailed in Ref. [1]. Each gateway
overshipper will be supplied with two Post Master Memory Cards.
5.2.2 Release 1b outlets
Outlets currently operating at release 1b will require the base unit, keyboard and
counter printer to be swapped during the upgrade programme. These items are
packaged in a mini overshipper ready for delivery to an outlet as part of the upgrade
programme. Only three types of overshipper are required;
Each overshipper comprises a standard counter configuration detailed below, or a
variant as described in table 4.
¢ Base Unit, pre loaded with release 1c software.
¢ Keyboard with integral Magnetic Card Reader and SMART Card Reader.
© Counter printer.
No I Code Configuration Variation
06 I GSB2C I Single Office gateway e Base Unit from standard system fitted
with ISDN card and an exchangeable
hard disk
© Two Post Master Memory Cards
07 I GMB2C I Multiple Office gateway e Base Unit from standard system fitted
with ISDN card
e Two Post Master Memory Cards
08 ISCB2C I Counter e Standard Counter configuration
Table 4
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5.2.3. Removal of redundant equipment
For the IGL and release 1b outlets redundant equipment has to be removed as part of
the installation process as summarised in table 5;
Environment Equipment to be Satisfied by
removed
IGL Existing Horizon counter I Spare packaging and
equipment overshipper
Release 1b Base unit and keyboard Overshipper and
packaging used to deliver
replacement items
Table 5
Where equipment is removed the packaging used is clearly labelled showing details of
the outlets and serial numbers of the removed items. The redundant equipment is
disposed as summarised in table 6;
Environment Disposal arrangements Responsibility
IGL ¢ Redundant equipment is Horizon installation teams
initially stored at a secure
bonded warehouse where the
equipment is kept for
regression purposes until a
pre defined date has been
achieved
e Equipment is then returned to I ICL Pathway implementation
ICL Feltham where the base I team
unit disk is cleansed in
accordance with agreed
security procedures!
© Equipment is then available I ICL Pathway implementation
for reuse internally within the I team
Pathway project
1 Until the agreed procedures are established, the base units will remain isolated
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Release 1b
Base unit, keyboard and
counter printer returned to
D2D via installation team
Base unit disk is cleansed in
accordance with agreed
security procedures”
Keyboard and printer
modified to latest
modification state
Equipment is then available
for reuse within the Horizon
project
Horizon installation teams
ICL Pathway implementation
team
ICL Pathway implementation
team
Table 6
5.3 Version Control of Horizon Hardware and Software
To ensure that the Horizon platform that is delivered to an outlet is the same as that
which has been tested in the Test and Integration environment, both the hardware and
software is controlled using the strategy detailed in Ref. [1].
? Until the agreed procedures are established, the base units will remain isolated.
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6 Outlet upgrade strategy
The implementation of release Ic to the post office outlets is achieved through the
preparation activities and the post office establishment activities. The strategy is
summarised in this section.
6.1 Preparation activities
Preparation activities are those carried out in advance of the installation day (day 0)
and comprise;
e IGL Survey and preparation activities
¢ Rollout data base activities
¢ Counter system build activities
e Auto configuration activities
¢ Communication activities
© User awareness and training activities
6.1.1 IGL Survey and preparation activities
The 10 IGL outlets will be surveyed and prepared using the processes established and
adopted for release 1b (Ref. [1]).
6.1.2 Rollout Database Activities
The rollout database is used during the implementation of release 1c. The outlets
implemented at IGL and release 1b are applied to the rollout database to facilitate the
generation of auto configuration files (ACF’s) only.
Control of the programme and generation of rollout schedules will continue to be
performed using Excel spreadsheets (Ref. [1]).
6.1.3. Counter System Build Activities
This section provides details on how the equipment that comprise Horizon
configuration are built, tested and packaged ready for delivery to a specific outlet. A
number of processes are involved to deliver this functionality.
1. Preparation activities
© Overshipper equipment contents are defined by ICL Pathway.
e Test routines are prepared and scripted by the Verification Centre
e Configuration scripts and parameters are prepared and scripted by the Verification
Centre.
2. Order activities
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¢ Initial forecasts for Horizon equipment are provided to ICL Pathway by D2D.
e Confirmed orders for Horizon equipment are provided to ICL Pathway by D2D.
e Equipment is delivered to D2D.
¢ Overshipper requirements for D2D.
3. Collection activities.
e Equipment is packaged in an Overshipper
e Equipment is collected from D2D by Exel
These are described in more detail in the following sections.
6.1.3.1 Overshipper contents
The contents of each of the overshippers, also known as the Bill of Materials, are
defined by ICL Pathway.
6.1.3.2. Equipment test routines
All equipment is tested prior to packaging in the overshipper. The test scripts for each
item is prepared by the Verification Centre. Where equipment items have
configuration switches, or where equipment has pre configuration menus associated
with them, these are checked to comply with the Configuration Controlled
requirements. Again these are scripted by the Verification Centre.
As each Base Unit is tested, the correct baseline software is applied to the disk, which
also includes the Baseline scripts and configuration items. The process is scripted by
the Verification Centre.
All scripts generated for the test routines are registered with ICL Pathway
Configuration Management. As changes or amendments are made, these are
controlled through the normal Change Management routines.
6.1.3.3 Initial forecasts for Horizon equipment
Initial forecasts for equipment comprising the Horizon counter system are passed to
equipment suppliers by ICL Pathway. In order that suppliers are aware of the potential
numbers of systems required to satisfy the rollout, initial forecasts are obtained on a
weekly basis. D2D supply the forecast figures based on information from the rollout
schedules. These figures are converted to build figures which are submitted to ICL
Pathway.
6.1.3.4 Confirmed orders for Horizon equipment
Confirmed figures are supplied by ICL Pathway to equipment suppliers such that
confirmed orders are placed. The figures are estimated to be within +/- 12% of the
target. These figures are determined by D2D to ICL Pathway based on the Build
figures determined from the rollout schedules.
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6.1.3.5 Equipment Delivery
The equipment items ordered using the process detailed above arrive at D2D. The
equipment is checked into the storage area and the confirmed numbers supplied back
to ICL Pathway. This equipment is used to build the target overshippers for delivery to
outlets.
6.1.3.6 Overshipper requirements and packaging
The requirements for overshipper types is passed to D2D by ICL Pathway.
The overshipper types are derived from information collated in a report format at
release 1b. To assist with build process the report provides a consolidation of all the
overshipper types required in outlets whose target installation date is 25 working days
ahead. This information is extracted on a working day basis.
As such D2D are presented with a requirement for a quantity of overshipper types as
detailed in section 3 built to a specified release.
As the overshippers are built in this release they are configured with generic
configuration information. This is applied during the build process using scripts
provided by the Verification Centre. Each overshipper is then labelled with bar-codes
indicating the overshipper type, serial number of the overshipper and the release
number. The serial numbers of the equipment stored in the overshipper is collected
and marked against the overshipper serial number. Asset data is thus collected on a
overshipper basis. This information is stored ready for use later in the process.
Once the overshippers are built they are moved to a buffer area ready for collection a
minimum of 10 days before outlet installation.
6.1.3.7 Overshipper collection
Exel are responsible for collecting overshippers from D2D ready for the Installation
Process and may collect the overshipper types for outlets up to a maximum of 5 days
before installation.
As part of the collection process Exel provide D2D with the expected number of
overshippers required for the forthcoming installations.
When overshippers are collected they are scanned using Hand Held Terminals thus
providing asset control of the equipment.
6.1.3.8 Equipment Spares
The Exel installation engineers are equipped with sufficient spares to support the
rollout programme. The following conditions apply;
e Where an item of equipment fails during the Installation activities only the faulty
piece is exchanged with a replacement item of the same type and release state.
The number of spare items is calculated at the start of the rollout programme. These
are based on figures provided by Exel and D2D to ICL Pathway.
Consideration is made for the management of the following;
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e Recovery and replacement of failed items on installation.
¢ Recycling of spare systems during the implementation period.
© The use of spare equipment and systems at the end of the implementation rollout.
6.1.4 Auto configuration activities
Auto configuration is introduced for release 1c. The process allows the introduction of
a generically configured base unit to an outlet, where after installation the target
configuration parameters are applied automatically to the system. The configuration
parameters are also known as the personalisation details.
6.1.4.1 Overview of the Auto configuration process
When the installer connects the gateway server to the ISDN connection, powers on the
system and scans the bar code during the installation process ( see section 3.4.1)
sufficient information is configured on the base system to enable a connection to a
boot server system installed in the Pathway campus to be made. Should the bar code
not be available in the outlet then the outlet details can be entered manually to the
system by selection of specific keys*. Specific information relating to that particular
post office gateway server is downloaded to the system. At this point the server
automatically applies the configuration information and reloads.
After reloading, the gateway server then has sufficient information to establish a
connection to the Pathway management centre from which the full configuration file
(ACF) is downloaded. The server will then apply this configuration information and
reload again.
After the system has reloaded for the second time the server is fully personalised with
configuration information specific to that post office outlet and counter configuration.
The system is then ready for the secure phase of the operation to start. This is the Post
master logon. On completion, the server will then communicate with the Pathway
campus to download specific Riposte information. This process may take up to 15
minutes to complete.
Any additional counter servers in the outlet follow the same process except that the
first configuration information is obtained from the gateway server and the loading of
Riposte information is also obtained from the gateway server.
3 Details to be provided to the Exel support help desk
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6.1.5 Communication activities
Communication with the outlet during the implementation of release 1c is summarised
in the table 7. All communication with the outlet conforms with the strategy detailed
in section 4.
Environment Communication Medium Responsibility
IGL Invitation to User Letter Peritas
awareness event
User awareness event and I Presentation I Peritas & PDA
UAE pack distribution and package
Contact with outlet Telephone POCL Region
manager to arrange
installation day
Invitation to training event I Letter and Peritas
telephone
Training event and letter of I Presentation I Peritas
activities
Installation day On site Exel & HFSO
attendance
Release 1b Programme information Letter POCL Region
relating to the upgrade
Confirmation of receipt of I Telephone POCL Region
letter
Contact with outlet Telephone Exel
manager to arrange
installation day
Invitation to training event I Letter Peritas
Training event Presentation I Peritas
Installation day On site Exel and
attendance HFSO
Table 7
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6.1.6
6.2
6.2.1
6.2.2
User awareness and training
User awareness and training events for implementation of release 1c are summarised
in the table 8. Details of the events are provided in section 8
Environment Event Timescales
IGL e User awareness (PDA) At an agreed date
e Training event In the 5 working day period
prior to installation
Release 1b e Training event In the 5 working day period
prior to installation
Table 8
Post Office establishment activities
Post office establishment activities are those carried out on day 0 to the support of
the outlet in steady state and comprise;
© Horizon Field Support Officer activities and requirements
¢ Pre installation activities
e Installation activities
© Acceptance activities
¢ In office migration activities
e After care support
e Hand over to steady state support
Horizon Field Support activities and requirements
The Horizon Field Support Officers support the outlet manager and staff during the
Installation activities. The work instructions specific to the Horizon Field Support
Officer are described in a lower level series of documents raised as a result of this
document
The number of Horizon Field Support Officers required to support the introduction of
release Ic is determined between Pathway and POCL using the existing processes
established at release 1b. ( Ref. [4] & [12]).
Pre installation activities
Pre installation activities are those carried out by the Horizon Field Support Officer in
conjunction with the outlet manager and comprise;
¢ Introduction to the outlet manager
¢ Description of the activities that will occur in the outlet
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6.2.3
© Identification of working areas which will be used by the installation team
e Check that nothing is plugged in to the Horizon power sockets
e Reminder to the outlet manager of the security procedures that are to be followed
when the installation team arrives at the outlet.
For the IGL outlets only;
¢ Power down the existing equipment after all data has been transferred to the
Pathway campus
e Removal of the IGL consumables
Installation activities
The installation activities are those carried out by the installation team (Exel and
HFSO) and comprise;
© Introduction to the outlet manager.
¢ Description of the activities that will occur in the outlet.
e Identification of working areas which will be used by the installation team.
¢ Test of the ISDN communications point.
¢ Power down of the existing equipment in the release 1b outlets after data has been
transferred to the Pathway campus and removal of base unit, keyboard and counter
printer.
e Removal of the existing equipment in the IGL outlets. The equipment at each outlet
is packaged into a spare overshipper and labelled with details of the outlet. The
equipment is stored at a local bonded store.
e Installation of the new or replacement equipment at each counter position. The
installation activities are carried out starting with the gateway position first. Only
on completion of each position will the installation team start work on the next
position.
¢ Personalisation of the Horizon equipment at each position is performed using the
auto configuration system introduced at this release.
© Collection of asset data using the Hand Held Terminal. As overshippers are
installed the overshipper bar code is scanned. Should any equipment fail on
installation then the failed item is replaced with one of the spare systems carried on
the installation vehicle. The Hand Held Terminal is used to scan the serial number
of the failed item against the replacement item.
When the equipment has been installed at the gateway position installation team will;
e Hand over of the Post Master Memory Cards to the outlet manager.
The Horizon Field Support Officer will then assist the outlet manager to initiate the
Post Master logon procedures at this position and remind him of the security
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6.2.4
6.2.5
6.2.6
6.2.7
procedures introduced with these cards. The cards are then used at each position after
the equipment has been installed to initiate the Post Master logon procedure.
Acceptance activities
For release Ic the following will apply;
e Authoritative signatures collected on completion of the Horizon equipment
installation.
e Authoritative signature collected as part of the Horizon equipment acceptance tests.
Completion of the acceptance tests results in a telephone call being made by the
Horizon Field Support Officer to the Horizon System Help Desk.
¢ Only after completion of the acceptance activities will the Exel installer move to
the next site.
The Horizon equipment acceptance tests demonstrate to the post master that the
equipment that has been installed is functionally operating.
In Office Migration Activities
For release Ic the migration strategy involves the introduction of users in the office to
the Horizon counter infrastructure. This will be performed by the Horizon Field
Support Officer in conjunction with the Outlet Manager.
The migration strategy is documented in the In office data migration strategy for
release Ic (Ref. [6]).
After care support
The Horizon Field Support Officer will ensure that the outlet manager is conversant
with the use of training and support documentation and general use of the Horizon
system.
Handover to steady state
Completion of the acceptance procedures results in the hardware platform being
supported from Steady State. Notification to Steady State occurs 1 working day after
systems acceptance. This allows for full migration activities to have been completed.
Details of live outlets (those which have been successfully upgraded to release Ic) are
also passed to PDA and BA Data Administration Unit to enable the initiation of BES
card distribution.
6.3 Regression
The following regression paths are used during the implementation of release Ic.
6.3.1 IGL outlets
The implementation of the IGL outlets will occur over a specified weekend, which
will be detailed in upgrade schedules. One outlet will be identified by PDA to be
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6.3.2
upgraded initially to release 1c. The upgrade activities are carried out in conjunction
with Pathway campus migration activities and are co-ordinated from a central point.
The activities involve demonstration to PDA that all Pathway campus migration
activities have been completed and involve the use of Volunteer customers using BES
and OBCS functionality. Only on authority from the central control point will the
upgrade activities at all remaining IGL outlets commence.
Should regression to existing environment be required then this will be authorised
from the central control point’. This will involve the de-commissioning of the release
lc environment and re installation of the existing IGL equipment.
Release 1b outlets
The upgrade of release 1b outlets will occur over a pre defined period agreed with
PDA. These activities will occur after the upgrade activities for the IGL outlets. As
such the Pathway campus (and therefore application components) will have already
been through acceptance processes.
Two outlets are identified to be upgraded initially to release 1c. In one of the outlets
Volunteer customers will be used to demonstrate the correct operation of OBCS and
BES functionality. The activities are co-ordinated from a central control point®. Only
on authority from the central control point will the upgrade activities commence on a
predefined date in the remaining outlets.
The following regression facility will operate for the release 1b outlets. These will
only be initiated on the authority of the central control point® and only apply to outlets
which have been upgraded to release Ic.
e Swap out of the release Ic equipment and re-installation of the release 1b
equipment. The existing equipment will be stored initially in the installers vehicle
in an marked overshipper and then in a local bonded store.
e Throughout the upgrade programme. overshippers used to remove the equipment
from outlets is clearly labelled with the outlet name and counter position. These are
stored at an agreed bonded store, such that if regression to release 1b at the outlet is
required, (as initiated from the central control point) the overshippers can be used
to revert the equipment back to a 1b outlet.
e In exceptional circumstances, which are to be established between ICL Pathway
and PDA, outlets which fail to migrate before a pre defined date may remain at
release 1b. The authority and approval for this will be sought through the central
control point.
' Central controlled point co-ordinates all upgrade activities during this period
5 Central controlled point co-ordinates all upgrade activities during this period
© Central controlled point co-ordinates all upgrade activities during this period
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6.4 Implementation Management
The implementation of the Horizon Counter infrastructure is controlled by the
Pathway Implementation Team. This section provides an overview of how the
implementation programme is managed and covers the following topics.
¢ Structure of the Pathway Implementation Team
e¢ Management of change
© Management of “Drop Offs”
6.4.1 Structure of the Pathway Implementation Team.
The Pathway Implementation Team has been constructed to cover all aspects of the
Horizon Counter infrastructure rollout activities.
The delivery of a Horizon Counter system to an Outlet involves the inter-working of a
number of Organisations and teams under the control of the Pathway Implementation
Team. Each are responsible for a specific set of activities which collectively result in
the successful implementation of the counter system.
Organisations involved are;
e D2D - who are responsible for the testing and packaging of the Horizon Counter
equipment.
¢ Peritas - who are responsible for the delivery of training and users awareness
events.
¢ Workplace Technologies Ltd - who are responsible for providing the infrastructure
within the Outlet to support the Horizon Counter equipment in the IGL outlets.
e Energis - who are responsible for providing the communication infrastructure.
e ICL SORBUS / EXEL - who are responsible for installation of the equipment
within an Outlet.
e Verification Centre - who are responsible for the management of software and
hardware baselines and the production of D2D build scripts.
e ICL Pathway who are responsible for management of the implementation
programme and the interface with PDA and POCL.
e¢ PDA and POCL, who are responsible for managing the interface between ICL
Pathway and the implementation of the Horizon infrastructure for the Post Office
and Benefits Agency.
6.4.2 Management of Change in the programme
During the implementation programme, changes will occur to planned activities.
Changes are controlled through the rollout change management system, which is
based on the standard ICL Pathway / POCL change management system and is fact a
separate system developed purposely for the quick turn around of implementation
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6.5
6.5.1
activities. As changes to dates in schedules, impact initially teams involved in the
rollout program, the circulation lists are limited to PDA, RLM’s, ICL Pathway
Implementation Team and suppliers. The change management process also involves
the establishment of a Change Review Board for the implementation process.
Interfaces and Escalation Routes.
Management of the implementation programme is dependant on the establishment of
good communication interfaces. When problems are encountered escalation routes are
required such that sufficient management focus is applied to the problem area to
determine the correct resolution.
To achieve this problems encountered during the implementation are managed
through the interfaces described below;
e ICL Pathway suppliers use one interface (known as the rollout help desk) to
register problems. The help desk is responsible for the escalation within the ICL
Pathway organisation.
e Each IP region (Ref. [1]) is managed through ICL Pathway IP managers. IP
Managers interface directly with Post Office Regional Liaison Managers for each
IP, through verbal, schedule meetings and written correspondence. IP Managers are
responsible for the day to day operations of the rollout and initial management of
problems encountered during the rollout specific to their area.
e Central implementation management team, who are responsible for initial
management of schedules and for problem escalation.
¢ Central control point used to co-ordinate activities relating to the upgrade. The
control point comprises ICL pathway and sponsor representatives.
Management of “drop offs”
Drop offs are those outlets encountered at release le which cannot be implemented
within the agreed timescales. Successful implementation is dependant on co-operation
between post office outlet managers, POCL RLM’s and the Pathway implementation
team.
The implementation of release Ic at the IGL outlets is scheduled over a specified
weekend. Communication of the activities is a PDA responsibility with assistance
from Pathway. Should one of the IGL outlets not be available over the specified
weekend, this will result in delay to the implementation programme. PDA are
responsible for ensuring availability and access to the outlets for these activities over
the specified weekend.
The implementation of release Ic in release 1b outlets is scheduled over a 10 working
day period. PDA are responsible for communicating to outlet managers that access
will be required over this scheduled period. Where problems are encountered during
the scheduling phase of the programme, the outlet will be referred to POCL RLM’s
and Pathway IPM’s for resolution.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
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ICL Pathway Implementation Strategy (Release 1c) v Ref.: DYSTROO2L
ersion: 1
Date: 10/11/97
6.6 Changes to POCL estate
Planned changes to the POCL estate are managed through the Pathway
implementation team during this release. Examples of change are closure and
refurbishment. Changes are to be notified to Pathway by PDA using procedures which
are to be established and agreed.
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
FUJ00058333
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ICL Pathway Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
7 Data Centres
The Horizon Counter infrastructure for release 1c is supported from the Pathway
campus based primarily at Wigan. Replicated builds of the main operational
components (Correspondence Server, Agent Machine & Router) are available on
standby in the event of major problem. The equipment used is that used through the
Model Office Rehearsal and Test.
At the end of the Model Office Test the Pathway campus components are cleared
ready for operational use. The service will then be transferred from a test service to a
live service and the 190 offices for release 1b will be connected to the Pathway
campus using ISDN.
The Pathway campus used to support the IGL and release 1b systems will relinquish
the equipment which after secure procedures have been applied will be recycled for
use later in the programme.
COMMERCIAL IN CONFIDENCE Page 38 of 39
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL
FUJ00058333
FUJ00058333
ICL Pathway Implementation Strategy (Release 1c) Ref: IM/STR/0021
Version: 1.0
Date: 10/11/97
8 User Training for Horizon
Post Office users in outlets targeted for release 1c are provided with sufficient training
programmes to use the Horizon counter system. The training needs and requirements
for users at release 1c is documented in Training requirements 1c document (Ref. [8]).
In summary these are;
8.1 User awareness event
Only applicable to the IGL outlets. This will be a specific event based on a standard
User Awareness event with additional details of the migration weekend
8.2 Release 1c training
Applicable to IGL and release 1b outlet users, providing training in the use of the
functionality introduced at this release.
8.3 After care support
Support for the outlet manager and staff, by the HFSO, immediately after installation
activities have been completed.
8.4 Specific training
Training programmes for the HFSO, Exel installers and support teams will be
developed to support the upgrade programme.
COMMERCIAL IN CONFIDENCE Page 39 of 39
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual
obligations between ICL Pathway, the DSS and / or POCL