ICL PATHWAY
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ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
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1
ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT
MONTHLY INCIDENT REVIEW
INCIDENT REVIEW — JANUARY 1999
This document contains a summary of the performance of the ICL Pathway Customer Service Business
Support Unit in respect of reconciliation incident handling and resolution for the period 1* to 31%
January 1999.
Final
Accounting & Reconciliation Review Forum
Stephen Muchow
John Bennett
Tony Oppenheim
ICL Pathway Library
As above plus:
ICL Pathway Management Team
ICL Pathway Customer Service Management Team
Richard Brunskill - ICL Pathway Business Support Manager
Peter Burden - ICL Pathway Customer Support Services Manager
Date:
© 1999 ICL Pathway Ltd
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Version: 1.0
Date: 01.02.99
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CONTENTS
5
0.
1.
2.
DOCUMENT CONTROL
INTRODUCTION
MANAGEMENT SUMMARY
TRAFFIC REPORTS
3.1 Incident Summary by Category — January 1999
3.1. Incidents Received by Exception Type — January 1999
3.1 Incidents Handled R1c to Date
3.1 Incidents Received by Category R1c to Date
3.1. POCL Incidents Received R1c to Date by Region
3.1 Closure Status of Incidents R1c to Date
3.1. Incomplete Transactions R1c to Date
3.1 Incomplete Transactions by PO Region — January 1999
3.1 Incomplete Transactions by PO FAD — January 1999
3.1 Incomplete Transaction Matrix
3.1 Forced Committal Report — January 1999
3.1 Incidents Received by Service Fault — January 1999 to Date
3.1 Non-Committed Transactions — January 1999 to Date
3.1 Analysis of Incomplete Transaction type ‘System Freeze’
LIABILITY REPORTS
4.1 Final liability by Category - Cleared January 1999
JANUARY 1999 - KEY INCIDENTS REQUIRING DISCUSSION
JANUARY 1999 - KEY INCIDENTS WHERE LIABILITY HAS BEEN PREVIOUSLY DISCUSSED
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0. DOCUMENT CONTROL
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Version: 1.0
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0.1 DOCUMENT HISTORY
Version Date
1.0 01.02.99
Reason
Circulation for review
0.2 ASSOCIATED DOCUMENTS
Version Date Title
0.3 ABBREVIATIONS
AP Authorised Payment
BA Benefits Agency
BSU ICL Pathway Business Support Unit
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CAPS Customer Accounting & Payments Strategy
DSS Department of Social Security
PAS Payment Authorisation Service
PO Post Office
POCLTP Post Office Counters Ltd. Transaction Processing
RED Reconciliation Exception Database
TMS Transaction Management Service
0.4 CHANGES IN THIS VERSION
None
0.5 GLOSSARY
DSS INCIDENT:
e Areconciliation incident within DSS central systems (CAPS, CPCS etc.) with possible ICL Pathway system / service
implications.
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FALLBACK INCIDENT
e Areconciliation incident arising as a result of agreed ‘Fallback’ procedures being invoked by the Postmaster in order to
facilitate the collection of benefit during times of ICL Pathway system failure.
FRAUD INCIDENT
¢ Areconciliation incident arising following fraudulent activity within the DSS, POCL or ICL Pathway system / service.
INCOMPLETE TRANSACTION
e Transactions resulting in the payment of benefit to a customer without the associated authorised payment being
processed and marked as ‘Encashed’, due to ICL Pathway system failure or clerical error within the post office, resulting
in a possible duplicate encashment when collecting subsequent benefit payments. (NB. Incomplete Transactions,
although technically falling into either the PO Incident or POCL Incident categories, have been classified separately due
to their high profile).
NON-COMMITTED TRANSACTION
e Transactions resulting in the payment of benefit to a customer without the associated authorised payment being
processed and marked as ‘Encashed’. This can be due to the transaction being wilfully voided or any other clerk action
which prevents transaction committal when the system is working correctly.
PAS INCIDENT
e Areconciliation incident occurring within the ICL Pathway PAS with possible DSS, POCL or ICL Pathway system /
service implications.
PO INCIDENT
e Areconciliation incident identified (usually at the time) by the Postmaster.
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POCL INCIDENT
¢ Areconciliation incident identified within POCL TP Chesterfield when comparing values posted to the weekly office Cash
Account by the ICL Pathway system against cash values declared by the Postmaster.
TMS INCIDENT
e Areconciliation incident occurring within the ICL Pathway TMS with possible DSS, POCL or ICL Pathway system /
service implications.
UNMATCHED ENCASHMENT
e Areconciliation incident identified within the main CBoS reports in respect of an encashed payment which has failed to
match with an authorised payment record.
1. INTRODUCTION
The ICL Pathway Customer Service / Business Support Unit Monthly Incident Review is issued to present in a central
document a complete analysis of the performance of the ICL Pathway Business Support Unit, with regard to reconciliation
incident handling and resolution.
1.1 INTERPRETATION
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Ref: CS/REP/033
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Interpretation of data beyond the report label classification can be further qualified by the author as required.
2. MANAGEMENT SUMMARY
2.1. KEY POINTS —- JANUARY 1999
e The overall incident rate has decreased slightly to 0.03% in January, with 27 incidents being received against 79k encashed
payments. ‘Incomplete transactions’ account for 55.5% of exceptions received by BSU in January.
e There was a reduction in the number of ‘Non committed’ transactions to 9 this month, all being due to the clerk voiding the
transaction after paying the customer, equating to 0.011% of the total encashment stream.
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¢ The number of ‘Incomplete Transactions’ received in January increased slightly to 15, which is 0.019% of the total encashment
stream. Six ‘Incomplete transactions’ this month were caused by the system freezing, these are classified under the three
descriptions of ‘system freeze’, ‘system freeze cause unknown’ & ‘system freeze double input’. A further two ‘incomplete
transactions’ arose due to an ‘invalid transaction reference’ being generated. This latter category been raised as a high priority
within ICL Pathway and is being progressed at the Incomplete Transaction Workshop.
e The number of transactions which have been forcibly committed are slightly lower this month with there being 29 occurrences,
where clerks are still leaving the system without finishing the transaction. The total value of transactions saved over the
January period is £2024.10, which is greater than the December figure of £1536.50. Therefore an increase of £487.60 has
occurred.
Report 3.1: Incident Summary by Category January 1999
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Date: 01.02.99
04/11/97 to 31/12/98 01/01/99 to 31/01/99
Incident Category Received Cleared CIF BIF Received Cleared CIF
DSS Inddent 18 18 0 0 ie) 0 0
Fallback Incident 6I 6 0 0 0 0 0
Incomplete Transaction 296) 293) 3 3I 15] 18 0
PAS Incident 19 19 0 0 a) 1 0I
PO Incident 26) 26 0 ie) 1 1 ie)
POCL Incident 13 71 2 2 1 1 2
Unmatched Encashment 44 44 0 ie) 0 0 0
Non-Committed 49 49) 0 ie) 9 9 ie)
531 526) 5 5I 27 30) 2
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Report 3.2: Incidents Received By Exception Type - January 1999
Exception Types Received
ABED/CAW misbalance
Duplicate encashment - BES
Encashment not returned to CPCS
Incomplete transaction - Invalid transaction reference (BES)
Incomplete transaction - power failure (BES)
Incomplete transaction - suspended session (BES)
Incomplete transaction - system freeze (BES)
Incomplete transaction - system freeze cause unknown (BES)
Incomplete transaction - system freeze double input (BES)
Incomplete transaction - system message re-boot (BES)
Incomplete transaction - system timeout (BES)
Incomplete transaction - user logout (BES)
Voided in error
Sol} ] oo} nofoof =I fo fro} os} af
Total: 2
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Report 3.3: Incidents Handled February 98 to Date
wo (eS
0.12
8
Number of Incidents
&
8
illisiinins
98/02 Feb 98/03Mer 98/04Apr 98/05 May —-98/06 Jun 98/07 Jul §=98/08Aug 98/09Sep 98/100ct 98/11Nbv = 98/12. Dec 99/4 Jan
Month
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INCIDENT REVIEW
Table 3.3: Incidents Handled February 98 to Date
Month
% Rec'd Against Encashed Payments
No Encashments
Cases Received
Cases Cleared
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Feb-98] Mar-98] _Apr-98] May-98. Jun-98I Jul-98} Aug 98 Sep-98] Oct-98] Nov-98} Dec-98} Jan-99
0.13%] _0.10%I 0.06%} 0.07% 0.06%] 0.11%] 0.05%} 0.04%] 0.04%} 0.03%} _0.04%I 0.03%
29964 54774I 77973} 60185) 74007I 69241 75340I 78830) 81480} 86094 89013} 79328
40 55I 46 40 44 74) 35) 35 35 29 40 27
27) 60) 60 57I 41 54 60) 31 40 33 37 30
e Incident receipts as a % of encashed payments have decreased this month to 0.03%.
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Report 3.4: Incidents Received by Category February 98 to Date
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incomplete
Transactions
DSS Incidents
Fallback Incidents
GPAS Incidents
PO Incidents
@POCL Incidents
Number of Incidents
tm Unmatched
Encashments
CNon-Committed
98/02 Feb 98/03 Mar 98/04Apr 98/05May 98/06 Jun 98/07 Jul 98/08 Aug 98/09Sep 98/10 Oct 98/11Nov 98/12 Dec 99/1 Jan
Month
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Date: 01.02.99
Table 3.4: Incidents Received by Category February 98 to Date
Month 98/02 Feb I98/03 Mar I98/04 Apr I98/05 May I98/06 Jun I98/07 Jul _I98/08 Aug I98/09 Sep I98/10 Oct I98/11 Nov I98/12 Dec I99/1 Jan
Incomplete Transactions 18I 24 28 23 29I 43 19 24I 13] 6 3 15]
DSS Incidents 3 5 0) 4] ) 1 0 ) 3 0 1 f)
Fallback Incidents 4 0 0 0 0 0 4 0 9 0 9 9
PAS Incidents ) 3 1 4 1 2 7 0 I 0 1 1
PO Incidents 0} 2 6 4 5 4 2 1 2 4 2 0
POCL Incidents 13] 13 8 5) 5 8 5 7 4 1 2 1
Unmatched Encashments 0) 6 3 0) 4 19 1 3 0) 5 0 1
Non-Committed ie) 0I 0 0 0 ) ) ) 12) 16 21 E)
e Incomplete transactions account for 55.5% of exceptions received this month (Please refer to Report 3.7 for full breakdown of
exception type within this category).
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Report 3.5: POCL Incidents Received February 98 to Date - By Region
(PO, POCL, Incomplete Transactions for Automated Offices Only)
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30 —— art
wNorth East I
mSouth West
25
98/02 Feb 98/03Mar 98/04Apr 98/05May 98/06 Jun 98/07 Jul 98/08Aug 98/09Sep 98/10 Oct 98/11Nov 98/12Dec 99/1 Jan
Month
Number of Incidents
a
3
a
°
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Table 3.5: POCL Incidents Received February 98 to Date by Region
Month Feb-98} Ma-98} Apr-98I May-8 Jun-98} Jul-98} Aug-98} Sep-98) Oct-98} Nov-98) Dec-98 Jan-99}
POCL Incidents Received
NorthEast 9 15) 19) 10) 15) 26I 12I 11 16} 11 B gy
POCL Incidents Received
‘South West 22) 22] 22 2 23] 25) 14 21 16 13 6 16]
e This section identifies those incidents that originate within Post Offices, being raised by the Post Office clerk or POCL
Chesterfield in respect of general reconciliation problems or incomplete transactions. The South West encountered more
problems than those in the North East during the month of January.
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Report 3.6: Closure Status of Incidents February 98 to Date
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60
‘ @ICL Pathway Service
_ Fault
50 No Fault in ICL fea
I Pathway Service
40
ablithiuah
98/02 Feb 98/03Mear 98/04Apr 98/05May 98/06 Jun 98/07 Jul 98/08Aug 98/09Sep 98/100ct 98/11Nov 98/12Dec 99/1 Jan
Number of Incidents
Month
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Table 3.6: Closure Status of Incidents February 98 to Date
Month Feb-98] Mar-98I _Apr-98I _May-98] _Jun-98I _Jul-98] _Aug-98] _Sep-98[ Oct-98] _Nov-98] _Dec-98] _Jan-99
ICL Pathway Service Fault 22I 37 32 30) 37 52I 21 24I 10 12 8 20
No Fault inICL Pathway Service 18} 18] 14 10) 7 19 5 5) 25. 21 29 10
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e Incidents cleared under the "No Fault in ICL Pathway Service" category have decreased to 10 this month. This will be
monitored closely as NR2 approaches when ICL Pathway will be able to charge for this work.
Report 3.7: Incomplete Transactions February 98 to Date
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Gi Cerk Error
%
5 0.08% ger Logout
[= Receipt Preview
0.07%
lam Suspended Session
20 [= System Time Out
0.06%
Way Lser Setup
GE HSH Instruction
2 0.05%
95 mmm nconplete Receipt
3
2 tm BES/OBCS Corruption
5 0.04%
5 (== Dsk Faiiure
3
50 tum System Message Re-
Z 0.03% Boot
[= Systemfreeze double
input
0.02% I Mmmm Software Error
a Invalid transaction
reference
0.01% a Systemfreeze
tam Systemfreeze cause
unknown
0.00% I EE Systemfreeze double
98/02 Feb 98/03 Mar 98/04 Apr 98/05 May 98/06 Jun 98/07 Jul 98/08 Aug 98/09Sep 98/10 Oct 98/11Nov 98/12Dec 99/1 Jan input
—#- Percent received /
Month . encashed payments
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Table 3.7: Incomplete Transactions February 98 to Date
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Month Feb-98 Mar-98 Apr-98] _ May-98. Jun-98 Jul-98} _Aug-98I _Sep-98. Oct-98] _Nov-98 Dec-98 Jan-99
Percent received / encashed
payments 0.07% 0.04% 0.04% 0.04% 0.04% 0.06% 0.03% 0.03% 0.02%I 0.007% 0.015%] 0.019%
Power Failure 0 0] 0 2 1 0 0} 0 1 0 4I 1
Clerk Error 3 4 0I 2 1 4 1 3 2 0 0 ie)
User Logout 2 0] 4 4 0 5 0} 4 0 0 0 1
Receipt Preview 8 5 i 6 3 0 0} i} 0 0 i°) 0
Suspended Session 2 3 14 7 0 0 0} 0 0 0 i°) 1
System Time Out 2 0] 0 0 0 0 0} i‘) 0 1 0 1
User Setup 1 0I 2I 1 8 ie} 1 i} 0 0 i¢) ie)
HSH Instruction i°) 0] 0 ie) ie) 3 0} 3 0 0 3) ic)
Inom plete Receipt i?) 0] 0 2 12 id 9I 16 4 0 i¢) ie)
BES/OBCS Corruption i?) 0} 0I ie} 3 21 8 1 4 0 i‘) 0
Disk Failure ie) 0] 0 0 ie) ie} i} 0 0 0 i?) 0
System Message Re-boot 0 0] 0] 0 0 0 0} = 2 4 Ps 3
System freeze i} i) 0 i} 0) 0) i) 0 0 1 3] 1
System freeze cause unknown 0 i) 0) 0 0 0 0} 0 0 0) 0 3
System freeze double input 0 i) 0 0 0) 0) 0 0 0 0) 0 =
Software error 0 0} i!) 0 0 0 i} 0 0 i‘) 1 i!)
Invalid transaction reference 0 i} 0 ie) 0 0) 0 0 0) 0) 0 2
Others 0 12I 4I 2 4. ie} it} it} 2 0 ie} 0
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e This report accounts for ALL incomplete transactions, which have occurred at the Post Offices whether notified by the clerk at
the time or by POCL TP when the Cash Account is reconciled. Progress has been made in this area to reduce the number of
incidents:
e On 09/10/98 all outstanding fixes for identified problems have now been delivered to the R1c counters.
Report 3.8: Incomplete Transactions by PO FAD — January 1999
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O PO FAD Addre eption Descriptio be de
1}99/01 Jan 154511;ALVESTON SPSO Incomplete transaction - suspended session (BES) 1
2 194329] CAMBOIS SPSO Incomplete Transaction - System Freeze Cause Unknown (BES) 1
3 20651 1IDANBY HOUSE SPSO Incomplete transaction - system message re-boot (BES) 1
4 20951 1/ELMGROVE SPSO Incomplete Transaction - System Freeze Cause Unknown (BES) 1
5] 217504] WHITEWAY SPSO Incomplete Transaction - System Freeze Double Input (BES) 1
6] 228329] EASTBOURNE GARDENS SPSO IIncomplete transaction - User logout (BES) 1
7 249329] HAZLERIGG SPSO Incomplete Transaction - System Freeze Double Input (BES) 41
8] 29651 1ISEFTON PARK SPSO- Incomplete transaction - power failure (BES) 1
Ee) 296523] CAINSCROSS SPSO Incomplete transaction - system message re-boot (BES) 1
10] 306511] STAPLETON ROAD(266) SPSO __IIncomplete Transaction - System Freeze (BES) 41
11 335523] CIRENCESTER ROAD SPSO Incomplete transaction - system message re-boot (BES) 1
12] 357329] SUNNISIDE SPSO Incomplete Transaction - System Freeze Cause Unknown (BES) 1
13} 381523ICOLN ST ALDWYNS SPSO. Incomplete transaction - system timeout (BES) 1
14] 394329] WINLATON SPSO Incomplete Transaction - Invalid Transaction Reference (BES) 41
15] 395329] WINLATON MILL SPSO Incomplete Transaction - Invalid Transaction Reference (BES) 1
Total: 15
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Report 3.9: Incomplete Transactions by PO Region - January 1999
Month PO Region Exception Description of Incidents
99/01 Jan INorth East Incomplete Transaction - Invalid Transaction Reference (BES) 2
North East Incomplete Transaction - System Freeze Cause Unknown (BES) 2
North East Incomplete Transaction - System Freeze Double Input (BES) 1
North East Incomplete transaction - User logout (BES) 1
South West Incomplete transaction - power failure (BES) 1
South West Incomplete transaction - suspended session (BES) 41
South West Incomplete Transaction - System Freeze (BES) 41
South West Incomplete Transaction - System Freeze Cause Unknown (BES) 1
South West Incomplete Transaction - System Freeze Double Input (BES) 1
South West Incomplete transaction - system message re-boot (BES) 3
South West Incomplete transaction - system timeout (BES) 1
Total: 15
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Report 3.10: Incomplete Transaction Matrix
Incomplete Definition Recommendation I Review Target Actual Resolution Details Problem Comments / Next Steps
Transaction Dates Dates Status
Category
T. Timeout Terminal will ‘Time Out’ after 15 01.12.97 _ I Fix 09.02.98 I Short term fix -Time out extended I Closed A daily report of transactions
s if there has been no activity. to Thr. that have been for
Pinicl - Permanent fix - ‘Forced committed by the sys
PC0007530 final committal committal’ fix - ensuring that an produced and circulated to BA
transaction is not completed incomplete transaction is committed and POCL
after 74 minutes. NB; Transaction is only
committed in this way if'a
receipt has been printed
NR2 DOES NOT FORCE
COMMIT. ALL BES
TRANSACTIONS ARE
CONTAINED WITHIN AN
EPOSS SESSION. IF THE
CLERK ABANDONS THE
TRANSACTION WHILST
STILL IN THE BES
APPLICATION, OR AFTER
HE/SHE HAS PROGRESSED
TO THE EPOSS
APPLICATION, THE
TRANSACTION REMAINS,
EVEN THOUGH THE
SCREEN HAS RESORTED
TO POWER SAVE, AND IS.
RETURNED FOLLOWING
THE FIRST OPERATION.
2. Suspended I User starts a BES 01.04.98 I Fix 17.05.98 I “Forced committal” ensuring th Closed ‘A daily report of transactions
Session suspended and not committed. any session suspended containit which have been forcibly
BES session started and committed in an incomplete transaction is committed by the system is
Pinicl - the normal manner. First session committed after 74minutes. produced and circulated to BA
PCO008680 transaction is not completed. and POC!
NB: Transaction is only
committed in this way ifa
34
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
receipt has been printed.
TO DATE THIS PROBLEM
HAS NOT REOCCURRED &
CANNOT BE REPLICATED
ON THE NR2 SYSTEM.
35
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next
Transaction Dates I Dates Status Steps
Category
1. User Setup New User is introduced to the system I Suggested: Make user I 07.08.98 I 09.10.98 I Fix tested. Does not allocate Closed Internal ICL Pathway CP
by the Postmaster and not allocated member of clerks user to default group. Displays raised by Janet Dore.
Pinicl - to any User Group. A BES group by default. Fix message and prevents any BES Horizon Procedures Update
PCO012110 transaction may be progressed ree’d into T&I encashment. See CCN 331(a) to ask PMs to follow full
through ‘Swipe of card’, ‘Print 24.08.98. Awaiting procedure to “Add New
receipt’ but the system will not allow I testing results User” as in BPS Service
the User to ‘Finish’, resulting in an Booklet.
incomplete transaction. THE NR2 SYSTEM
OPERATES AS PER
POCL
REQUIREMENTS
2. Incomplete I Receipt has been removed Under investigation I 07.08.98 I 09.10.98. I Fix tested. Prevents user exiting I Closed Resolved
Receipt prematurely from printer during BES I with Escher — fix ree’d_ I — new transaction prior to completion. The problem has been
transaction or the printer has failed into T&I 24.08.98. target See CCN 330 corrected for NR2
Pinicl — during the transaction. An error Awaiting results of 04.09.98
PCO0011122
message appears requesting the User
retries the receipt printing. If this
option is selected the transaction
should progress through to
completion. However, if the User
selects “Cancel” the transaction
cannot be completed without voiding
and recommencing from card swipe
testing.
36
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next
Transaction Dates I Dates Status Steps
Category
5. Power User proceeds through normal BES BSU authorises PCHL Closed Unable to provide any
Failure transaction, printing a receipt and encashment. Machine re- system solution to this
paying the Customer. started by PM. problem, BSU resolve
Pinicl There are two scenarios where the incident.
PC0019967 transaction cannot be completed
when power is lost:
1 Ifthe power is lost following
printing of the receipt and the
customer has been paid but before
the User has touched ‘Finish’
2. Ifthe power fails after the User
has touched ‘Finish’ but in the ‘split
second’ prior to the transaction being
written to the PC’s hard disk.
6. Receipt During fallback when a manual Fix “Receipt preview” inactivated Closed ICL Pathway and BA /
Preview receipt is prepared by the User 02.07.98 I during periods where the POCL are checking
following counter printer failure, the receipt printer has failed. Clerk requirements to identify
Pinicl — User should access the ‘Manual is forced to use ‘Manual where ‘Receipt Preview’ is
PC0010079 Receipt’ option via ‘Exceptions’. Receipt’ option. specified
This will allow the completion of the
transaction once the manual receipt This counter function is
has been completed. Some Users are being reviewed against
accessing the ‘R. Preview’ button via requirements for NR2.
‘Exceptions’. The screen appears
identical to the screen displayed
when the ‘Manual Receipt’ button is
pressed, however the transaction
cannot be completed when the User
exits out of the receipt screen.
37
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INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next
Transaction Dates I Dates Status Steps
Category
7. Incomplete I OBCS transaction has been started Under investigation 07.08.98 I 09.10.98 I Fix tested. Prevents user exiting I Closed Resolved.
Receipt but not finished and a BES with Escher — fix rec’d_ I — new transaction prior to completion. The problem has been
BES / transaction is then started. into T&I 24.08.98. target See CCN 330 corrected for NR2
OBCS Receipt has been removed Awaiting results of 04.09.98
Corruption I prematurely from printer during BES I testing.
transaction or the printer has failed
Pinicl — during the transaction. An error
PC0012641 message appears requesting the User
retries the receipt printing. If this
option is selected the transaction
should progress through to
completion. However, if the User
selects ‘Cancel’ the transaction
cannot be completed without
returning to ‘Desktop’ and
recommencing from card swipe. In
this occasion however, when the
User returns to ‘Desktop’ , the OBCS
transaction is available for finishing.
This we suggest gives the User a
false sense of security as the
impression may be given that by
finishing the OBCS transaction, the
BES transaction is also completed
8. Clerk Error I Any failure to commit a transaction Closed ‘Any perceived ‘Clerk
resulting from genuine clerk error errors’ will be fully
where the system behaved as documented and reviewed
required. by the Accounting and
Reconciliation Operations
forum for agreement.
Incomplete Definition Recommendation Review I Target Actual Resolution Problem I Comments / Next Steps
38
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INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Transaction Dates I Dates Details Status
Category
9. User Logout User proceeds through normal Under investigation with 07.08.98 — I 09.10.98 I Fix tested. Prevents user Re-opened I This has been re-opened as the
BES transaction, printing a Escher — fix rec’d into T&I I new target logging out of transaction & monitor I fix that went to the counters on
Pinicl - receipt but because of printer 24.08.98. Awaiting results I 04.09.98 prior to completion. See CCN the 09.10.98 should have
PC0020259 problems cannot complete the of testing. 330 prevented the user logging out in
transaction. the middle of the transaction.
User then touches ‘Riposte” The case has been allocated a
button which has the effect of new Pinicl and forwarded to
returning the system to Desktop BES development for
and the User then logs out of the investigation. There are no plans
system, to swap the counter PC at this
stage as the problem has not
reoccurred. Suggest this is a
local problem with the counter
PC.
10. New Card User proceeds through normal Under investigation with 07.08.98 — I 09.10.98 I Fix tested. Prevents user Closed Resolved
Activation BES transaction, printing a Escher — fix rec’d into T&I I new target exiting transaction prior to The problem has been corrected
receipt but does not complete the I 24.08.98. Awaiting results I 04.09.98 completion. See CCN 330 for NR2
transaction. User activates a new I of testing.
card prior to completing the
transaction, this transfers the
payment to the new card however
the payment accessed from the
old card is sill active. This can
result in a duplicate payment if
the first payment is subsequently
committed.
11. HSHD User alerts HSHD of system HSHD advised of correct Closed No further action
Instruction problem. HSHD instructs User to log I procedure. Ascertain where
‘out during transaction — no follow up I User was within the
advice. Transaction Incomplete transaction when the system
failed and advise accordingly
Incomplete Definition Recommendation Review I Target Actual Resolution Problem I Comments / Next Steps
Transaction Dates Dates Details Status
Category
39
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Ref: CS/REP/033
Versiol
0
Date: 01.02.99
: Clerk commences transaction This scenario has been very I 28.10.98 19.01.99 I TBA Open’ We have been able to reproduce the
Message Re-boot I correctly by swiping a benefit card. — } difficult to reproduce inthe message "The status of this payment
The system correctly produces a has changed’ by swiping the card
Pinicl - receipt, which is passed to the and immediately logging out of the
PC0020070 customer for signature. The customer system, then logging back in and
is paid and leaves the post office. We now believe that the restarting the transaction. This is
The clerk then tries to commit the problem is caused by a two unlikely to be the real cause of the
transaction but is prevented from consecutive attempts to swipe problem and therefore we still
require investigation. It should only
be displayed if
s whichever attempt succeeds an unfinished transaction is
transaction has changed’, or ‘The first, the transaction cannot repeated on another terminal
status of this payment has changed’. I them be finished as the within the same office
(We are unable to ascertain with any I message identifies that there © an unfinished transaction is
certainty which message is being s, in effect, another started by an alternative payee
reproduced in each case as we have _I transaction in progress. This at another office.
no transcript of the call to the HSHD I is a known fault and does not
and often the PO clerk cannot replicate itself on the NR2 The problem cannot be replicated
remember the exact wording.) test rig. on the NR2 rig. If the message
HSHD then provide a re-boot and occurs, the transaction CAN be
follow up action for an incomplete completed.
transaction.
13 System Freeze I An uncommitted transaction is lost [ We agree that the system 17.11.98 17.11.98 I Still with Development. However I Monitor Unable to proceed further with this
— Counter due to slow counter response that should have prevented some it is unlikely that a quick solution case as we are unable to replicate
Swapping is compounded by the clerk of the duplicated actions after will be suggested due to our the events to give the same result.
attempting to restart the transaction I it had ‘frozen’. This is being inability to replicate the fault on This is one of three ‘System freeze”
Pinicl - ‘on another counter. In certain looked into, however any test rigs. Development categories which will be monitored
PCO0017544 circumstances, the duplicated / Development state that no suggest that this may be during Ric.
random operation may cause the guarantee can be given something that we will have to
system to ‘Freeze’ requiring a re- against any system ‘freezing? accept has happened within Ric
boot to clear, for no apparent reason. and ensure that the NR2 kit is
tested thoroughly for the same
nario.
Incomplete Definition Recommendation Review I Target Actual Resolution Problem I Comments / Next Steps
Transaction Dates Dates Details Status
Category
14. System. An uncommitted transaction is We agree that the system 17.11.98 17.11.98 I Still with Development. Monitor Unable to proceed further with
Freeze — Double
lost due to slow counter response
should have prevented
However it is unlikely that a
this case as we are unable to
40.
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INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Input that some of the duplicated quick solution will be replicate the events to give the
is compounded by the clerk actions after it had suggested due to our inability same result.
Pinicl - attempting manual input of card I ‘frozen’. This is being to replicate the fault on any This is one of three ‘System
PC0020352 details afier an apparently looked into, however test rigs. Development suggest freeze’ categories which will be
unsuccessful card swipe.
Subsequently the card swipe was
accepted and the ‘double input’
of detail on certain occasions has
caused the system to ‘Freeze’
requiring a re-boot to clear.
Development state that no
guarantee can be given
against any system
‘freezing’ for no apparent
reason
that this may be something
that we will have to accept has
happened within Ric and
ensure that the NR2 kit is
tested thoroughly for the same
scenario.
monitored during Ric.
15. System An uncommitted transaction is Development state that no I 17.11.98 17.11.98 I Development suggest that this I Monitor Unable to proceed further with
Freeze — Cause lost due to unorthodox operation I guarantee can be given may be something that we will this case. This is one of three
Unknown of the system by the clerk causing I against any system have to accept as many PC’s “System freeze’ categories which
the system to ‘Freeze’ requiring a I ‘freezing’ for no apparent ‘freeze’ when confused with will be monitored during Rlc.
Pinicl - re-boot to clear. reason random or unorthodox input
PC0020272 of detail.
16. Invalid There appears to be instances It is thought at this stage 11.01.99 31.01.99 I This problem has been Open Awaiting results of the
Transaction where the system has a that this may be linked to referred to Escher for an investigation.
Reference momentary inability to write a the ‘System Message explanation.
message to the message store. Reboot’ symptom as on
Pinicl - This results in an receipt being one occasion both
PC0020030 printed with an encashment symptoms have presented
reference which includes the
FAD code, the node ID followed
by 8 zeros. There is no record of
the transaction in the message
store. The customer is
subsequently paid and the
transaction is not completed.
themselves together. We
have been unable to
replicate this on the NR2
test rig
41
© 1999 ICL Pathway Ltd
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
POTENTIAL PROBLEM
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem I Comments / Next
Transaction Dates I Dates Status Steps
Category
1. Disk Failure I User proceeds through normal BES In NR2, single counter Closed Unable to provide any
transaction, printing a receipt and —_I offices will have 2 hard system solution to this
paying the Customer. disks making this problem, BSU resolve
Within Ric single counter post event unlikely. incident.
offices, if the hard disk were to fail
with a total loss of data prior to the NB This problem has not
ISDN line being opened to occurred in Ric
communicate with the
correspondence server (in practice
this line opens approx. every 10 to
15 minutes), any completed BES
transactions would be lost, with the
status of Incomplete.
42
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
ICL PATHWAY
ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY
INCIDENT REVIEW
Ref: CS/REP/033
Version: 1.0
Date: 01.02.99
FUJ00058362
FUJ00058362
Report 3.11: Forced Committal — January 1999
Date Time Transaction ID Payment ID Beneficiary NINO Amount
1 02-Jan-99 NIL NIL
2 03-Jan-99 NIL NIL
3 04-Jan-99 13:05:59 18832801000 15952 44000 YW697793B0010 YW697 793 £83.00
4 04-Jan-99 17:08:37 29852301000 19643 44000YH339579B0111 YH339579 £26.40
5 05-Jan-99 NIL NIL
6 06-Jan-99 NIL NIL
7 07-Jan-99 15:15:08 1955040100021970 44000WL960987B0007 WL960987 £55.80
8 07-Jan-99 15:15:08 1955040100021970 44000WL960987B0005 WL960987 £83.00
9 07-Jan-99 15:15:08 1955040100021970 44000WL960987B0008 WL960987 £18.60
10 07-Jan-99 1955040100021970 44000WL960987B0006 WL960987 £83.00
11 07-Jan-99 1955040100021970 44000WL960987B0009 WL960987 £37.20
12 07-Jan-99 195504.0100021970 44000WL960987B0010 WL960987 £83.00
13 07-Jan-99 1955040100021970 44000WL960987B0011 WL960987 £37.20
14 08-Jan-99 1643280100025446 44000Y Y437029A0011 YY 437029 £83.00
15 08-Jan-99 1765230100019766 44 000Y S38405 1B0010 YS384051 £45.80
16 08-Jan-99 1765230100019766 44 000Y S384051B0011 YS384051 £45.80
17 09-Jan-99 NIL NIL
18 10-Jan-99 NIL NIL
19 11-Jan-99 14:03:32 1565040200027758 44000YL078298C0058 YLO78298 £35.70
20 11-Jan-99 18:38:20 1955040100022138 44 000Y T388 105C0032 YT388 105 £20.75
21 11-Jan-99 18:38:20 195504.0100022138 44000Y T388 105C0033 YT388 105 £20.75
22 11-Jan-99 13:45:44 320523020002984 1 4400 0YR097252B0050 YRO97 252 £11.45
23 12-Jan-99 13:53:31 2545230100028326 4400 0YB660534D0043 YB660534 £11.45
24 12-Jan-99 18:24:21 3045110100021816 44 000Y S597468A0032 YS597 468 £35.70
25 12-Jan-99 18:24:21 3045110100021816 44 000Y S597468A0033 YS597 468 £35.70
26 13-Jan-99 04:00:21 2175040200065165 44000YT107800A0039 YT107800 £20.75
27 13-Jan-99 2283290100026488 44000Y KS 13270A0019 YK513270 £11.45
28 13-Jan-99 2545230100028424 44000Y S225187B0004 YS225 187 £45.80
29 13-Jan-99 3165230100024111 44000YS324568D0121 YS324568 £26.40
43
© 1999 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Date Time Transaction ID Payment ID Beneficiary NINO Amount
44
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
ICL PATHWAY
ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY
INCIDENT REVIEW
Ref: CS/REP/033
Version: 1.0
Date: 01.02.99
FUJ00058362
FUJ00058362
30 13-Jan-99
31 14-Jan-99
32 15-Jan-99
33 15-Jan-99
34 16-Jan-99
35 17-Jan-99
36 18-Jan-99
37 19-Jan-99
38 19-Jan-99
39 19-Jan-99
40 20-Jan-99
4 21-Jan-99
42 21-Jan-99
43 21-Jan-99
44 22-Jan-99
45 23-Jan-99
46 23-Jan-99
47 23-Jan-99
48 23-Jan-99
49 23-Jan-99
50 24-Jan-99
51 25-Jan-99
52 26-Jan-99
53 26-Jan-99
54 26-Jan-99
55 26-Jan-99
56 27-Jan-99
57 28-Jan-99
58 29-Jan-99
45
03:21:25
10:57:11
16:40:04
13:20:44
13:20:44
17:22:52
13:39:53
17:16:39
11:35:52
18:42:17
14:01:55
14:01:55
14:01:55
14:01:55
15:21:54
11:13:10
3165230100024111
NIL
1565230100029177
2533290100023454
NIL
NIL
NIL
2395230100019108
2395230100019108
23952301000 19134
NIL
1643280100026339
1855040100011649
1855040100011649
1955040100022760
2515230100023006
2785110200006792
2785110200006792
2785110200006792
2805230100031677
NIL
1783280200046688
2545230100029355
2545230100029355
2545230100029355
2545230100029355
NIL
4043290100041986
17552301000 16543
44000YS324568D0122
44000NE153464B0013
44000NS4 86328A0010
44000YE535044D0047
44000YE535044D0048
44000Y S737696B0046
44000WM316404D0051
44000YR985168A0050
44000YR985168A0051
44000WK354962D0008
44000Y X979618D0012
44000WA3 14222B0010
44000WA3 14222B0011
44000WA3 14222B0012
44000WE588356C0013
44000WE257841D0061
44000Y S073845A0033
44000Y S073845A0034
44000Y S073845A0035
44000Y S073845A0036
44000YT980958A0011
44000Y Y268934B0012
YS324568
NE 153464
NS486328
YES535044
YE535044
YS737696
WM316404
Y R985 168
Y R985 168
WK354962
YX979618
WA314222
WA314222
WA314222
WE5S88356
WE257841
YS073845
YS073845
YS073845
YS073845
YT980958
YY 268934
£26.40
NIL
£83.00
£83.00
NIL
NIL
NIL
£11.45
£11.45
£20.75
NIL
£11.45
£11.45
£11.45
£120.20
£45.80
£83.00
£83.00
£83.00
£83.00
NIL
£26.40
£11.45
£11.45
£11.45
£11.45
NIL
£83.00
£105.60
© 1999 ICL Pathway Ltd
COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Date Time Transaction ID Payment ID Beneficiary NINO Amount
46
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
59 29-Jan-99 16:10:41 3985230200046435 44000 K583959B0054 YK583959 £18.60
60 29-Jan-99 16:10:41 3985230200046435 44000 K583959B0053 YK583959 £18.60
61 30-Jan-99 NIL NIL
62 31-Jan-99 NIL NIL
£2,024.10
AT
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Report 3.12: Incidents Received By Service Fault - September 1998 to Date
48
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Number of Incidents
Sep-98 Oct-98 Nov-98 Dec-98 Jan-99
Month
49
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INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Report 3.13: Non Committed Transactions — October 1998 to Date
50
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
System Maintenance
@ Voided in error
Card impound
Number of Incidents
Oct-98 Nov-98 Dec-98 Jan-99
Month
SL
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ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
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Date: 01.02.99
52
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INCIDENT REVIEW
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Version: 1.0
Date: 01.02.99
FUJ00058362
FUJ00058362
Report 3.14: Analysis of Incomplete Transaction type ‘System Freeze’ January 98
PO FAD Enc Date Time HSHD Reference
1 194329I09/01/99 9.30/E9901090007
2 209511] 14/01/99 12.09}E9901140050
3 217504} 23/0 1/99 9.49IE9901230007
4 249329] 12/01/99 11.43}E9901120045
5 306511} 19/01/99 9.25}E9901200003
6 357329} 13/01/99 15.44/E9901130082
353
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INCIDENT REVIEW Version: 1.0
Date: 01.02.99
- Cleared January 1999 (Excludes Incidents Raised for Rejected Records’
Incomplete Transactions
Exception Description
I 11/01/99} RED9901 1110178 _I{E9901080128 IN/A. Incomplete transaction - User logout (BES) 11/01/99} 4298] 228329] 47 Eastbourne Gardens
2I 11/01/99] RED9901 1110179 _}E9812230013__ INA Incomplete Transaction - Invalid Transaction Reference (BES) 11/01/99 4298} 394329) Front Street
3 11/01/99] RED99011 110180 _{E9901090007__INA Incomplete Transaction - System Freeze Cause Unknown (BES) IL/01/99} 4298] _194329}27 Ridley Terrace
4 13/01/99] RED9901 1310181 _}E9901120045 _INA. Incomplete Transaction - System Freeze Double Input (BES) 13/01/99} 4298) 249329} 1 South View.
5 14/01/99] RED99011410183 _IE9901140050__ IN/A. Incomplete Transaction - System Freeze Cause Unknown (E 14/01/99} 4398] _209511}593 Fishponds Road
4 14/01/99} RED99011410182 _[E9901130082 _ IN/A Incomplete Transaction - System Freeze Cause Unknown (BES) 15/01/99 4398) 357329} 12 Dewhurst Terrace
7 22/12/98] RED98 122210156 _IE9812210070 Incomplete transaction - power failure (BES) 18/01/99 3998] 268511] 171/173 High Street
8] 23/12/98] RED98 122310157 __IE9812210070. Incomplete transaction - power failure (BES) 18/01/99} 3998} 268511] 171/173 High Street
E) 23/12/98] RED98 122310159 _ I E9812210070 Incomplete transaction - power failure (BES) 18/01/99 3998} 268511} 171/173 High Street
10) 19/01/99] RED9901 1910186 _IE9901110102__ IN/A. Incomplete transaction - power failure (BES) 19/01/99} 4398) 296511] 10 Derby Road
ul 19/01/99] RED99011910187__IE9901180144 IN/A Incomplete transaction - system timeout (E 20/01/99) 4398] _381523IColn St Aldwyns
12) 20/01/99] RED99012010188 _{E990120003 NA Incomplete Transaction - System Freeze (B) 20/01/99 4398) 306511} 266 Stapleton Road
13 2001/99] RED99012010189 _}IE9901180143 IN/A. Incomplete transaction - system message re-boot (BES) 20/01/99} 4398) _206511}2 Danby House
14 21/01/99] RED99012110193 _IE9901210141__INA Incomplete transaction - system message re-boot (BES) 2/01/99I 4498) 335523} Cirencester Road
15) 25/01/99] RED99012510196 _IE9901220054__ IN/A. Incomplete Transaction - Invalid Transaction Reference (BES) 25/01/99 4498] 395329] 5A Noel Terrace
16) 25/01/99] RED99012510198 _{E9901230007__ IN/A Incomplete Transaction - System Freeze Double Input (BES) 25/01/99 4498) 217504} 116 Mount Road
17 27/01/99] RED99012710202 _IE9901260113 __ IN/A Incomplete transaction - system message re-boot (BES) 27/01/99} 4498] _296523]20 Westward Road
18) 27/01/99} RED99012710203 _}E9901260035 IN/A Incomplete transaction - suspended session (BES) 27/01/99} 4498) 154511} 1 Greenhill Parade
54
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Non-committed
35
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
Cash
Final Account FAD
fee Dste Peceved RED Pe. Liability Exception Description: OsteCeaed Week Code
i 05/01/99] RED99010510174 _IE9901040091__ IN/A Voided in error 05/01/99) 4198] __ 310329} 1A Osboume Place
2 15/01/99] RED9901 1510184 _IE9901150043 IN/A Voided in error 15/01/99} 4398) _242523I72 High Street
3} 22/01/99] RED99012210194 _IE9901220031 IN/A Voided in error 2/01/99) 4498) 335523} Cirencester Road
4 2501/99] RED99012510195 _IE990122014 _ IN/A Voided in error 25/01/99] 4498) _357329I 12 Dewhurst Terrace
5 2501/99] RED99012510197 _IE9901230007__ IN/A Voided in error 25/01/99} 4498} 217504] 116 Mount Road
6 2501/99] RED99012510199 _IE9901250071__ IN/A Voided in error 25/01/99) 4498) 261511} 140 Nags Head Hill
7 26/01/99] RED99012610200 _IE9901250142 IN/A 'Voided in error 26/01/99) 4498) 231523] 155 Southgate Street
8 27/01/99} RED99012710204 _IE9901270001__ IN/A Voided in error 27/01/99} 4498) _391329}41 Park View
28/01/99] RED99012810206 _IE9901270133 [NA Voided in error 28/01/99} 4598} 206523) The Flatt
PO Incident
ast
Final Account FAD
Date Received RED Ref, HSHD Ref. Liability Exception Description Date Cleaed Week = Code PO Name
9901260022 26/01/99) 178328] Pegswood Po.
26/01/99] RED9901 2610201
Duplicate encashment - BES
56
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
POCL Incident
Exception Description
1 05/01/99] RED99010510173 _}E9901050071 IN/A ABED/CAW misbalance 19/01/99} 4198] _181504]177 Englishcombe Lane.
PAS Incident
Cash
Account FAD
Exception Description Date Cleared Week Code
1 18/01/99} RED9901 1810185 __}E9901180108 [IN/A Encashments not returned to CPCS 18/01/99) 4398) _268511]171/173 High Street
57
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY __ Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
5. JANUARY 1999 - KEY INCIDENTS REQUIRING DISCUSSION
RED Reference Summary Recommendation
RED98122210156 Incomplete transaction — Power failure at Oldland Common (268511) not reported at the time by
power failure PM. Customer named Coles informed PM that payments had already
been received. Liability for duplicate payment to be discussed.
RED98122210157 Incomplete transaction — As above. Customer named Farmer informed PM that payments had
power failure already been received.
RED98122210159 Incomplete transaction — As above. PM unable to ascertain whether a further six customers were
power failure paid or not. RED raised as precautionary measure due to potential
reconciliation issues. Receipts found only for Chee & Mahoney in CAW
38 (14/12/98).
38
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
FUJ00058362
FUJ00058362
ICL PATHWAY ICL PATHWAY CUSTOMER SERVICE / BUSINESS SUPPORT UNIT MONTHLY Ref: CS/REP/033
INCIDENT REVIEW Version: 1.0
Date: 01.02.99
6. JANUARY 1999 - KEY INCIDENTS WHERE LIABILITY HAS BEEN PREVIOUSLY
DISCUSSED
The following incidents have been previously discussed at the Accounting and Reconciliation Operational Forum, and a
response has not been received from POCL. The incident will now be closed with no ICL Pathway liability.
RED Reference Summary Recommendation
None
59
© 1999 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE