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Document Type:
Abstract:
Status:
Distribution:
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Distribution:
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1
ICL PATHWAY CS / BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW
INCIDENT REVIEW - DECEMBER 1998
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%
December 1998.
Final
Accounting & Reconciliation Review Forum
Stephen Muchow
John Bennett
Tony Oppenheim
ICL Pathway Library
As above plus:
ICL Pathway Management Team
ICL Pathway CS Management Team
Richard Brunskill - ICL Pathway Business Support Manager
Peter Burden - ICL Pathway Customer Service Manager
Date:
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Version
Date
CS/REP/030
1.0
01.01.99
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CONTENTS
5
0.
1.
2.
DOCUMENT CONTROL
INTRODUCTION
MANAGEMENT SUMMARY
TRAFFIC REPORTS
3.1 Incident Summary by Category - December 1998
3.1. Incidents Received by Exception Type - December 1998
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 - December 1998
3.1 Incomplete Transactions by PO FAD - December 1998
3.1 Incomplete Transaction Matrix
3.1 Forced Committal Report - December 1998
3.1 Incidents Received by Service Fault - December 1998 to Date
3.1 Non-Committed Transactions - December 1998 to Date
3.1 Analysis of Incomplete Transaction type ‘System Freeze’
LIABILITY REPORTS
4.1 Final liability by Category - Cleared December 1998
DECEMBER 1998 - KEY INCIDENTS REQUIRING DISCUSSION
DECEMBER 1998 - KEY INCIDENTS WHERE LIABILITY HAS BEEN PREVIOUSLY DISCUSSED
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0. DOCUMENT CONTROL
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0.1 DOCUMENT HISTORY
Version Date
1.0 01.01.99
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.
FALLBACK INCIDENT
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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
e 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
¢ 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
e 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
¢ 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 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
Interpretation of data beyond the report label classification can be further qualified by the author as required.
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2. MANAGEMENT SUMMARY
2.1 KEY POINTS - DECEMBER 1998
e The overall incident rate has increased slightly to 0.04% in December, with 40 incidents being received against 89k encashed
payments. ‘Incomplete transactions’ account for 32.5% of exceptions received by BSU in December.
e There were 21 ‘Non committed’ transactions this month, all being due to the clerk voiding the transaction after paying the
customer, equating to 0.023% of the total encashment stream.
e The number of ‘Incomplete Transactions’ received in December increased to 13, which is 0.015% of the total encashment
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stream. Four Incomplete Transactions incidents, which were all related, were due to power failure. These are discussed in
Section 5 of this document. The remaining incidents were due to a combination of HSH instructions, system freeze, system
message re-boot and software error.
e The number of transactions which have been forcibly committed are slightly lower this month with there being 34 occurrences,
therefore still indicating a trend, where clerks are still leaving the system without finishing the transaction. The total value of
transactions saved over the December period is £1536.50.
Report 3.1: Incident Summary by Category December 1998
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04/11/97 to 30/11/98 01/12/98 to 31/12/98
Incident Category Received Cleared CIF BIF Received Cleared CIF
DSS Incident 17 17 i) 0 1 1 0
Fallback Incident 6 6 0 0 0) i¢) i¢}
Incomplete Transaction 283 283 0 0 13} 10 3
PAS Incident 18 18 i} 0 1 1 ie)
PO Incident 24 24 i} 0 2 2 0
POCL Incident 71 69 2 24 2 2 2
Unmatched Encashment 44 44 i‘) 0 0 0 [¢)
Non-Committed 28 28 i) i) 21 21 0
491 489 2 2 40) 37 5
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Report 3.2: Incidents Received By Exception Type - December 1998
Exception Types Received
ABED/CAW misbalance
Committed transaction - clerk error
CPCS fails to update CMS with customer details
Error notice issued
Incomplete transaction - HSH instruction (BES)
Incomplete transaction - power failure (BES)
Incomplete transaction - software error (BES)
Incomplete transaction - system freeze (BES)
Incomplete transaction - system message re-boot (BES)
No stop confirmation received by CPCS from PAS
PO pays customer without payment authority
Voided in error
SI S{s]}ro}o]s]a}oo}a]a} a}
Bi
Total:
u
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Date” 01.01.99
Report 3.3: Incidents Handled January 98 to Date
80 0.30
0.25
0.20 I ummm Cases
Receivec
0.15 I gum Cases
Number of Incidents
Cleared
0.10 I -e—% Rec'd
Against
Encashe:
Payment:
0.05
+ 0.00
98/01 Jan
12
98/02Feb 98/03Mar 98/04Apr 98/05May 98/06 Jun 98/07 Jul © 98/0BAug 98/09 Sep 98/10 Oct
Month
98/11 Nov 98/12 Dec
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Table 3.3: Incidents Handled January 98 to Date
Month Jan-98I Feb-98I Mar-98I Apr-98} _ May-98] _Jun-98}] _Jul-98] Aug 98 Sep-98] Oct-98] _Nov-98I Dec-98
% Rec'd Against Encashed Payments 0.28%} 0.13%} 0.10%] 0.06% 0.07%} 0.06%} 0.11%} 0.05%) 0.04%} 0.04%] 0.03%] 0.04%
No Encashments 16827; 29964) 54774) 77973) 60185} 74007] 69241 75340) 78830} 81480) 86094) 89013)
Cases Received 47 40) 55 46) 40) 44) 74 35] 35 35 29 40I
Cases Cleared 25] 27 60 60 57 41 54! 60) 31 40I 33 37
e Incident receipts as a % of encashed payments have increased this month to 0.04%.
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Report 3.4: Incidents Received by Category January 98 to Date
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Binconplete
Transactions
DSS Incidents
Fallback Incidents.
PAS Incidents
PO Incidents
@POCL Incidents
Number of Incidents.
tw Unmatched
Encashrrents
Non-Comnitted
98/01 Jan 98/02 Feb 98/03 Mar 98/04Apr 98/05 May 98/06 Jun 98/07 Jul 98/08 Aug 98/09Sep 98/10 Oct 98/11Nov 98/12 Dec.
Month
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Table 3.4: Incidents Received by Category January 98 to Date
Month 98/02 Feb [98/03 Mar [98/04 Apr [98/05 May [98/06 Jun [98/07 Jul_[98/08 Aug [98/09 Sep [98/10 Oct [98/11 Nov [98/12 Dec
Incomplete Transactions 18 I 24 28) 23 4 24
DSS Incidents 3 5
Fallback Incidents
jo
jo
PAS Incidents
PO Incidents
POCL Incidents
Unmatched Encashments
Non-Committed
1
In
ofalalalslololS
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3
7
0
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4
8]
9
0]
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2} 0/BIn] 0/0)
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Rlolalmlolo}u!
SJolnmIroI slo}!
N
e Incomplete transactions account for 32.5% 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 January 98 to Date - By Region
(PO, POCL, Incomplete Transactions for Automated Offices Only)
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30 -pappeancmme rene
witli
Date 01.01.99
98/01 Jan 98/02Feb 98/03 Mar 98/04Apr 98/05 May 98/06 Jun 98/07 Jul. 98/08 Aug + 98/09Sep 98/10 Oct 98/11 Nov 98/12 Dec
Month
@ North East I
South West
Number of Incidents
a
a
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Table 3.5: POCL Incidents Received January 98 to Date by Region
Month Jan-98} Feb-98 Mar-98) Apr-98} May-98} Jun-98} Jul-98} Aug-98) Sep-98) Oct-98 Nov-98} Dec-98)
POCL Incidents Received
North East 13) 9 15] 19] 10] 15I 26I 12I 14 16 1 23)
POCL Incidents Received
‘South West 18 22I 22I 22, 22I 23) 25] 14 24 16 13] 15]
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 North East encountered more
problems than those in the South West during the month of December.
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Report 3.6: Closure Status of Incidents January 98 to Date
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60
I ICL Pathway Service
I Fault I
50 BENo Fault in ICL peas
I Pathway Service I
40
2
& ‘
3
2
& 30
3
z
—
s
= 20
10
0
98/01 Jan 98/02 Feb 98/03 Mar
22
98/04 Apr 98/05Mey 98/06Jun 98/07 Jul
Month
98/08 Aug
98/09 Sep
98/10 Oct
98/11 Nov 98/12 Dec
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Table 3.6: Closure Status of Incidents January 98 to Date
Month Jan-98] _Feb-98I _Mar-98I _Apr-98] May-98I _Jun-98] _Jul98] Aug-98] Sep-98] Oct-98] _Nov-98I _Dec-98I
ICL Pathway Service Fault 45 22] 37] 32. 30) 37, 52 21 24 10) 12 8
No Faultin ICL Pathway Service 2 18 18 14 10) 7 19 5 5] 25 24 29]
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¢ Incidents cleared under the "No Fault in ICL Pathway Service" category has risen to 29 this month. This will be monitored
closely as NR2 approaches when ICL Pathway will be able to charge for this work.
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35 0.40%
[== Pow er Failure
am Clerk Error
0.35%
30 [= User Logout
[== Receipt Preview
0.30%
25 I_I amg Suspended Session
[== System Time Out
2 0.25% I mem User Setup
=
& 20 I]
3 [5 HSH Instruction
2
s 0.20% I ummm incomplete Receipt
3
215 : : lm BES/OBCS Corruption
5
2 0.15% I [==MDisk Failure
(my System Message Re-
10 Boot
0.10% I t= System freeze
lam Softw are Error
5 ty 0.05% I —*—Percent received /
encashed payments
0 Ih 0.00%
98/01 98/02 98/03 98/04 98/05 98/06 98/07 98/08 98/09 98/10 98/11 98/12
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Month
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Report 3.7: Incomplete Transactions January 98 to Date
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Table 3.7: Incomplete Transactions January 98 to Date
Month Jan-98 Feb-98 Mar-98 Apr-98 May-98 Jun-98. Jul-98} — Aug-98I Sep-98I Oct-98 ' Nov-98 Dec-98I
Percent received /
encashed payments 0.34% 0.07% 0.04% 0.04% 0.04% 0.04%I 0.06% 0.03% 0.03% 0.02%] 0.007%} 0.015%
Power Failure 0 0 4
Clerk Error 0
User Logout 1
Receipt Preview 7
Suspended Session 14
‘System Time Out
User Setup
HSH Instruction
inomplete Receipt
BES/OBCS Corruption
Disk Failure
alolololo le IS lo lmlololwlo]- I=
clo lo Injo 4 IalelololololI+Ie lo
nD
elolololo]§ jn Ie lololololay lo
System Message Re-boot
System freeze
Software error
Others
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clo lo lololololo I= In [nm lo [nw Jo
Blolololololololololw lalofs lo
no Jo Jo fo fo Iw Jo I lo I fo I fv Iv.
clololololeloloIlolololoI- lo
nw fo fo I fo [a [a Io Jo Jo Jo JoJo Iv I=
clolslalolololololslololololo
o I= Ie I Jo Jo Jo Jw Jo fo fo Jolo fo
alololololololoInilo
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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 - December 1998
° PO FAD Addre eption Descriptio ber o ide
1198/12 Dec I 176523 FALFIELD Incomplete transaction - HSH instruction (BES) 1
2I 249329 HAZELRIGG Incomplete transaction - system freeze (BES) 1
3 252329 KILLINGWORTH Incomplete transaction - system freeze (BES) 1
4 196328 MORPETH Incomplete transaction - system message re-boot (BES) 1
5] 357329 SUNNISIDE Incomplete transaction - HSH instruction (BES) 1
6 391329 WIDEOPEN Incomplete transaction - system freeze (BES) 4
7 249329 HAZELRIGG Incomplete transaction - software error (BES) 1
8] 152329 WEST STREET, GATESHEAD IIncomplete transaction - HSH instruction (BES) 1
9 268511 OLDLAND COMMON Incomplete transaction - power failure (BES) 4
10} 252329 KILLINGWORTH Incomplete transaction - system message re-boot (BES) 1
Total: 13
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Report 3.9: Incomplete Transactions by PO Region - December 1998
Month PO Region Exception Description No. of Incidents
98/12 Dec I South West Incomplete transaction - HSH instruction (BES) +
South West Incomplete transaction - power failure (BES) 4
North East Incomplete transaction - system freeze (BES) 3
North East Incomplete transaction - system message re-boot (BES) 2
North East Incomplete transaction - HSH instruction (BES) 2
North East Incomplete transaction - software error (BES) 1
Total: 13
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Report 3.10: Incomplete Transaction Matrix
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
1. Timeout Terminal will ‘Time Out’ after 15 Fix Short term fix -Time out Re-opened I A daily report of transactions which
minutes if there has been no activity. 09.02.98 I extended to Ihr. following I have been forcibly committed by the
Pinicl - Transactions will be processed up to Permanent fix - ‘Forced incident —_I system is produced and circulated to
PC0009860 final committal stage only. The committal’ fix - ensuring that November. I BA and POCL
transaction is not completed an incomplete transaction is NB: Transaction is only committed
committed after 74 minutes. in this way if a receipt has been
printed.
2. Suspended User starts a BES session, session Fix ‘Forced committal’ ensuring Closed A daily report of transactions which
Session then suspended and not committed. 17.05.98 I that any session suspended have been forcibly committed by the
Second BES session started and containing an incomplete system is produced and circulated to
Pinicl - committed in the normal manner. transaction is committed after BA and POCL,
PC0008680 First session transaction is not 74minutes. NB: Transaction is only committed
completed. in this way if a receipt has been
printed.
3. 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 Monitor — I Internal ICL Pathway CP raised by
by the Postmaster and not allocated member of clerks = new user to default group. Displays I a/w Janet Dore.
Pinicl - to any User Group. A BES group by default. Fix target message and prevents any BES I subsequent I Horizon Procedures Update to ask
PC0012110 transaction may be progressed rec'd into T&I 04.09.98 encashment. See CCN 331 fix PMs to follow full procedure to “Add
through ‘Swipe of card’, ‘Print 24.08.98. Awaiting New User” as in BPS Service
receipt’ but the system will not allow I testing results Booklet.
the User to ‘Finish’, resulting in an New fix requested from Escher 21.09
incomplete transaction. —no target date at present.
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Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
1. Incomplete Receipt has been removed Under investigation 07.08.98 I 09.10.98 I Fix tested. Prevents user exiting I Closed Currently with Counter development.
Receipt prematurely from printer during BES I with Escher — fix rec’d I — new transaction prior to completion.
transaction or the printer has failed into T&I 24.08.98. target See CCN 330 ‘A’ priority incident
Pinicl — during the transaction. An error Awaiting results of 04.09.98
PCO011122 message appears requesting the User I testing.
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
2. Power User proceeds through normal BES BSU authorises PCHL Closed Unable to provide any system
Failure transaction, printing a receipt and encashment. Machine re- solution to this problem, BSU resolve
paying the Customer. started by PM incident
There are two scenarios where the
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.
32
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
1. Receipt During fallback when a manual Fix “Receipt preview” inactivated Closed ICL Pathway and BA / POCL are
Preview receipt is prepared by the User 02.07.98 I during periods where the checking requirements to identify
following counter printer failure, the receipt printer has failed. Clerk where ‘Receipt Preview’ is specified
Pinicl — User should access the ‘Manual is forced to use ‘Manual
PC0010079 Receipt’ option via ‘Exceptions’. Receipt’ option.
This will allow the completion of the
transaction once the manual receipt
has been completed. Some Users are
accessing the ‘R. Preview’ button via
‘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.
33
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
1, Incomplete I OBCS transaction has been started Under investigation 07.08.98 I 09.10.98 I Fix tested. Prevents user exiting I Closed Currently with Counter development.
Receipt BES I but not finished and a BES with Escher — fix rec’d_ I — new transaction prior to completion.
/ OBCS transaction is then started. into T&I 24.08.98. target See CCN 330 ‘A? priority incident.
Corruption Receipt has been removed Awaiting results of 04.09.98
prematurely from printer during BES I testing.
Pinicl — transaction or the printer has failed
PC0012641 during the transaction. An error
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 Any failure to commit a transaction. Closed Any perceived ‘Clerk errors’ will be
resulting from genuine clerk error fully documented and reviewed by
where the system behaved as the Accounting and Reconciliation
required. Operations forum for agreement.
34
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
9. User Logout User proceeds through normal BES Under investigation 07.08.98 I 09.10.98 I Fix tested. Prevents user Closed Currently with Counter development.
transaction, printing a receipt but with Escher — fix rec’d_ I — new logging out of transaction prior
because of printer problems cannot into T&I 24.08.98. target to completion. See CCN 330 ‘A? priority incident.
complete the transaction. Awaiting results of 04.09.98
User then touches ‘Riposte’ button testing.
which has the effect of returning the
system to Desktop and the User then.
logs out of the system.
10. New Card I User proceeds through normal BES I Under investigation 07.08.98 I 09.10.98 I Fix tested. Prevents user exiting I Closed Currenily with Counter development.
Activation transaction, printing a receipt but with Escher — fix rec’d I — new transaction prior to completion.
does not complete the transaction. into T&I 24.08.98. target See CCN 330 ‘A’ priority incident.
User activates a new card prior to Awaiting results of 04.09.98
completing the transaction, this testing.
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,
35
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
11, HSHD User alerts HSHD of system problem. I HSHD advised of Closed
Instruction HSHD instructs User to log out correct procedure.
during transaction — no follow up Ascertain where User
advice. Transaction Incomplete was within the
transaction when the
system failed and
advise accordingly
12. System Clerk commences transaction Still under 28.10.98 I 09.11.98 I TBA Open Currently we have no explanation as
Message Re- correctly by swiping a benefit card. investigation as to to why this message is being
boot The system correctly produces a cause of message displayed. It should only be displayed
receipt, which is passed to the display if:
customer for signature. The customer. an unfinished transaction is
is paid and leaves the post office. repeated on another terminal
The clerk then tries to commit the within the same office
transaction but is prevented from an unfinished transaction is
doing so by the system locking and started by an alternative payee
displaying the following screen at another office
message: “The status of this In all cases so far, we have been
transaction has changed’. unable to determine whether either
HSHD then provide a re-boot and action has been taken, the Riposte
follow up action for an incomplete message store does not indicate that
transaction. it has.
This fault is receiving priority
attention within ICL Pathway.
36
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
13 System An uncommitted transaction was lost I We have passed this 17.11.98 I 17.11.98 I Still with Development. Monitor Unable to proceed further with this
Freeze due to slow counter response that problem to Design / However it is unlikely that a case as we are unable to replicate the
PC0017544 was compounded by repeated BES Development for quick solution will be suggested events to give the same result.
counter swapping on the next an answer. due to our inability to replicate Suggest the way forward is discussed
transaction, a card activation. (RED I Development state that the fault on any test rigs. in detail at the next ICT meeting on
98103010093) no guarantee can be Development suggest that this 4.12.98.
given against any may be something that we will
system ‘freezing’ for have to accept has happened
no apparent reason and within Ric and ensure that the
then being cleared with NR? kit is tested thoroughly for
either a re-boot or the same scenario.
subsequent action. We
have been totally
unable to replicate this
series of. We do not
intend to remove any
of the counters at this
office as no further
problems have
occurred.. We have
taken the decision to
classify this event as an
incomplete transaction
System Frozen.
37
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
POTENTIAL PROBLEMS
Incomplete Definition Recommendation I Review I Target I Actual Resolution Details I Problem Comments / Next Steps
Transaction Dates I Dates Status
Category
1. Disk Failure I User proceeds through normal BES In NR2, single counter Closed Unable to provide any system
transaction, printing a receipt and —_I offices will have 2 hard solution to this problem, BSU resolve
paying the Customer. disks making this incident.
Within Ric single counter post event unlikely.
offices, if the hard disk were to fail NB This problem has not occurred in
with a total loss of data prior to the Ric
ISDN line being opened to
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.
38
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Report 3.11: Forced Committal - December 1998
Date Time Transaction ID Payment ID Beneficiary NINO Amount
1 28-Nov-98 11:56:34 2395230100016823 44000NS878326B0009 NS878326 £83.00
2 28-Nov-98 12:06:30 3165230100022012 44000YB117886D0026 YB117886 £45.80
3 29-Nov-98 NIL NIL
4 30-Nov-98 NIL NIL
5 01-Dec-98 15:54:23 2405230200021077 44000NZ117211C0026 NZ117211 £26.40
6 01-Dec-98 03:40 2533290100021515 44000YR543914B0040 YR543914 £11.45
7 01-Dec-98 15:03:40 2533290100021515 44000YR543914B0041 YR543914 £11.45
8 01-Dec-98 13:23:48 2545230200002731 44000WP287991B0003 WP287991 £83.00
9 02-Dec-98 12:13:45 1583290300037717 44000NM540151C0010 NM540151 £83.00
10 02-Dec-98 17:59:40 2385230100024707 44000WM765513B0031 WM765513 £26.40
11 03-Dec-98 NIL NIL
12 04-Dec-98 13:35:05 3415230200003456 44000YY 142587D0003 YY142587 £120.20
13 05-Dec-98 10:53:42 1573280100038096 44000YS750555D0009 YS750555 £83.00
14 06-Dec-98 NIL NIL
15 07-Dec-98 13:43:03 1643280100023460 44000YM695495D0040 YM695495, £20.75
16 07-Dec-98 2355230100018980 44000NR188035D0053 NR188035 £20.75
17 08-Dec-98 2785110200005756 44000YE329180B0056 YE329180 £11.45
18 08-Dec-98 2883290100011001 44000WE467728B0003 WE467728 £157.40
19 09-Dec-98 3815230100014285 44000NY857615B0040 NY857615 £35.70
20 10-Dec-98 NIL NIL
21 11-Dec-98 13:40:41 4703290100028647 44000NA618913D0056 NA618913 £11.45
22 12-Dec-98 NIL NIL
23 13-Dec-98 NIL NIL
24 14-Dec-98 14:53:43 3543290200041136 44000NW483816C0034 NW483816 £20.75
25 15-Dec-98 18:33:19 3643290300025853 44000NH714994A0040 NH714994 £26.40
26 16-Dec-98 11:28:10 1855040100010740 44000YW808064D0003 YW808064 £45.80
27 16-Dec-98 11:59:25 2385230100025632 44000YP317390B0014 YP317390 £11.45
28 17-Dec-98 19:01:40 3033290400011463 44000YT841519B0009 YT841519 £45.80
29 18-Dec-98 12:37:11 3815230100014631 44000ZX272528C0042 2ZX272528 £11.45
Date Time Transaction ID Payment ID Beneficiary NINO Amount
39
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
30 18-Dec-98 13:38:05 4125230100009659 = 44000WA011005A0046 WA011005 £17.10
31 19-Dec-98 NIL NIL
32 20-Dec-98 NIL NIL
33 21-Dec-98 17:23:00 2143280100013657 44000NB037386B0004 NBO037386 £83.00
34 21-Dec-98 13:29:58 2825230100022772 44000YP195354A0023 YP195354 £11.45
35 21-Dec-98 13:29:58 2825230100022772 44000YP195354A0024 YP195354 £11.45
36 21-Dec-98 14:12:43 3345110100015251 44000NP755623B0060 NP755623 £30.05
37 21-Dec-98 14:12:43 3345110100015251 44000NP755623B0061 NP755623 £9.30
38 21-Dec-98 14:12:43 3345110100015251 44000NP755623B0059 NP755623 £39.35
39 22-Dec-98 12:27:49 1733280100003301 44000WK566186B0057 WK566186 £20.75
40 22-Dec-98 :27:49 1733280100003301 44000WK566186B0058 WK566186 £20.75
41 22-Dec-98 12:54:21 1883280100015611 44000JC323453B0020 JC323453 £11.45
42 22-Dec-98 12:54:29 2533290100022431 44000YT979302C0041 YT979302 £11.45
43 22-Dec-98 12:54:29 2533290100022431 44000YT979302C0040 YT979302 £11.45
44 22-Dec-98 12:54:29 2533290100022431 44000YT979302C0042 YT979302 £11.45
45 22-Dec-98 12:54:29 2533290100022431 44000YT979302C0043 YT979302 £11.45
46 23-Dec-98 10:19:19 2815230100009049 + 44000YW751823C0038 YW751823 £11.45
47 23-Dec-98 10:19:19 2815230100009049 + 44000YW751823C0040 YW751823 £11.45
48 24-Dec-98 NIL NIL
49 25-Dec-98 NIL NIL
50 26-Dec-98 NIL NIL
51 27-Dec-98 NIL NIL
52 28-Dec-98 NIL NIL
53 29-Dec-98 15:48:07 3033290300010859 44000NZ844431D0029 NZ844431 £17.10
54 30-Dec-98 16:44:38 2113280100018692 I 44000WM450750D0011 WM450750 £45.80
55 30-Dec-98 13:38:18 3415230200003729 = 44000WA290127C0003 WA290127 £83.00
56 30-Dec-98 13:38:18 3415230200003729 = 44000WA290127C0005 WA290127 £74.40
57 31-Dec-98 12:57:44 3303290100036591 44000NS697876D0054 NS697876 £11.45
58 31-Dec-98 12:57:44 3303290100036591 44000NS697876D0055 NS697876 £9.30
59 31-Dec-98 12:50:36 36251 10200038696 44000YZ195497C0011 YZ195497 £120.20
Total £1,536.50
40
© 1998 ICL Pathway Ltd
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FUJ00058363
ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW __ Ref CS/REP/030
Version 1.0
Date 01.01.99
Report 3.12: Incidents Received By Service Fault - September 1998 to Date
@BPS/BES
@BPS/PAS
CBPS/TMS
CPCS
Number of Incidents
Sep-98 Oct-98 Nov-98 Dec-98
Month
41
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Report 3.13: Non Committed Transactions —- October 1998 to Date
42
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW __ Ref CS/REP/030
Version 1.0
Date 01.01.99
System Maintenance
Voided in error
(Card impound
Number of Incidents
Oct-98 Nov-98 Dec-98
Month
43
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Report 3.14: Analysis of Incomplete Transaction type ‘System Freeze’ December 98
PO FAD Enc Date Time HSHD Reference
1 252329] 19/1 1/98 10.05IE98 11200095
2 249329I30/1 1/98 12.41IE98 12010068
3 391329I07/1 2/98 17.23IE98 12080001
44
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ICL PATHWAY ICL PATHWAY CS/ BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW _ Ref CS/REP/030
Version 1.0
Date 01.01.99
Incomplete Transactions
AD
4) 01/12/98 RED98120 110124 19811300093 IN/A incomplete tran saction-HSH instruction (BES) 01/12/98] 3698]176523__ IFALFIELD
{01/12/98 RED98120 110125 9812010068 IN/A incomplete transaction - System Freeze (BES) 1/12/98} 3698[249329 _ IHAZLERIGG
3 02/12/98 [RED98120210126 £9811 200095IN/A_ incomplete transaction - System Freeze (BES) 02/12/98] 3698I252329 [KILLINGWORTH
4 07/12/98 [RED98120710134 £9812070039[N/A [incomplete transaction - system message re-boot (BES) 07/12/98] 3798]196328__ IWIDDRINGTON
§[ 08/12/98 RED98120810136 £9812070064IN/A incomplete transaction-HSH instruction (BES) 08/12/98] 3798]357329__ ISUNNISIDE
6[ 08/12/98 18120810138 9812080001 [N/A incomplete transaction - System Freeze (BES) 08/12/98] 3798)39 1329 IWIDEOPEN
7106/12/98 RED98121610149 £9812 140073 [N/A incomplete transaction - software error (BES) 16/12/98] 3898[249329 [HAZLERIGG
[21/12/98 RED98122 110152 £9812210032[N/A incomplete transaction-HSH instruction (BES) 21/12/98] 3998]152329 [GATESHEAD
1923/12/98 [RED98122310158 £9812210070IN/A. incomplete transaction - power failure (BES) 23/12/98] 3998]268511__ IOLDLAND COMMON
40[31/12/98 RED98123 110169 £981230033[N/A lincomplete tran saction - system message re-boot (BES) 31/12/98} 4198)252329 [KILLINGWORTH
45
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ICL PATHWAY ICL PATHWAY CS / BUSINESS SUPPORT UNIT MONTHLY INCIDENT REVIEW __ Ref CS/REP/030
Version 1.0
Date 01.01.99
Cash
Final Account FAD
Date Received RED Ref. HSHD Ref. Liability Exception Description Date Cleared Week Code
1109/12/98 RED98120910140 E9812080077[N/A. [No stop confirmation received by CPCS from PAS 09/12/98) 3798)244329__ [GARDEN VILLAGE
PO Incident
Date Received RED Re ISHD Re ab eption Descriptio Date ed ode PO Name
4}08/12/98 RED98120810139 £9812070069IPOCL. Committed transaction - clerk error 08/12/98} 3798I209511
2I15/12/98 RED98121510146 £9812150047[N/A PO pays customer without payment authority 15/12/98] 3898}16511___ ICUIEFTON.
POCL Incident
Date Received RED Re ISHD Re ab eption Descriptio Date Cleared ed ode PO Name
4114/10/98 IRED98101410063 £9810090073 IN/A. INo error identified 21/12/98] #N/A]184329 IME
2/07/1298 RED98120710133 £9812070032 [N/A [Error notice issued 15/12/98] 3798]205329 _ ICOATSWORTH RD.
46
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Version 1.0
Date 01.01.99
on-Commited
Acco )
4]02/12/98 RED98120210127 £9812020009[N/A Voided in error 02/12/98] 3698]310329__ IPALMERSVILLE
2I02/12/98 FRED98120210128 £9812010099[N/A [Voided in error 02/12/98] 3698/324523__ [WHITEHALL
3[02/12/98 RED98120210129 £9812010127IN/A Voided in error 02/12/98] 3698]300511__ ISOUTHMEAD
4[02/12/98 RED98120210130 £9812020007 [N/A [Voided in error 02/12/98] 3698I357329 _ I[SUNNISIDE
§[04/12/98 RED98120410131 £9812030092IN/A Voided in error 04/12/98] 3798I362511 _ICHANDAG
[07/12/98 RED98120710135 £9812040095 [N/A [Voided in error 07/12/98] 3798)334511__ IWHITEHALL
7[07/12/98 [RED98120710132 £9812070037I[POCL Voided in error 18/12/98] 3798I351511__ISTATIONROAD
8108/12/98 RED98120810137 9812080003 [N/A Voided in error 08/12/98] 3798I152329 _ IGATESHEAD
9]09/12/98 FRED98120910142 9812090019 [N/A Voided in error 09/12/98] 3798)314329 _IPRINCE CONSORT RD.
40]11/12/98 RED98121 110143, £9812 110013 IN/A. Voided in error 11/12/98} 3898)223329 [DUDLEY
11/14/1298 RED9S8121410144 £9812 120009 [N/A Voided in error 14/12/98 3898]156523 _ IBARNWOOD.
42I15/12/98 (RED98121510147 9812150001 [N/A Voided in error 15/12/98] 3898]194329 _ICAMBOIS
43] 15/12/98 RED98121510145 9812140071 N/A Voided in error 15/12/98] 3898I252329 [KILLINGWORTH
14{ 16/12/98 RED98121610148 E9812 160015IN/A Voided in error 16/12/98] 3898]152329 _ [GATESHEAD
15I18/12/98 RED98121810151 £9812 170054[N/A Voided in error 18/12/98] 39984023219 _ [WHITLEY BAY.
16I22/12/98 RED98122210153 9812220005 IN/A Voided in error 22/12/98] 3998[152329 _IGATESHEAD
17[22/12/98 RED98122210154 9812220011 [N/A Voided in ertor 22/12/98] 3998/152329 [GATESHEAD
18I22/12/98 RED98122210155 £9812220011 [N/A Voided in error 22/12/98] 3998]152329 _ [GATESHEAD
19I29/12/98 RED98122910160 £9812290015IN/A Voided in error 29/12/98] 4098[152329 _ IGATESHEAD
20I29/12/98 RED98122910161 £9812290027IN/A Voided in error 29/12/98] 4098]214328 [NORTH SUNDERLAND
21[29/12/98 RED98122910162 £9812290040IN/A Voided in error 29/12/98] 4098)272523 _ [PARKEND.
47
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Version 1.0
Date 01.01.99
48
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Version 1.0
Date 01.01.99
5. DECEMBER 1998 - KEY INCIDENTS REQUIRING DISCUSSION
RED Reference Summary Recommendation
RED98122210156 Incomplete transaction — Not reported by PM at time of failure causing additional complications.
power failure (BES)
RED98122310157 Incomplete transaction — As above
power failure (BES)
RED98122310158 Incomplete transaction — As above
power failure (BES)
RED98122310159 Incomplete transaction — As above
power failure (BES)
49
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Version 1.0
Date 01.01.99
6. DECEMBER 1998 - 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
50
© 1998 ICL Pathway Ltd COMMERCIAL IN CONFIDENCE