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Model Office Testing Evaluation Report for Nile Release 2.0
benefits
HO
agency
Bringing Technology to Post Offices and Benefit Payments
MODEL OFFICE TESTING
EVALUATION REPORT FOR NILE RELEASE 2.0
Controlled Copy No
Reference: HOR/TST/MOT/001
Author: James Brett
Approved: Chris Young
Classification: BA/POCL Restricted
Version: 1.0
Date: 15/03/99
Status: Issued
Authority: Horizon
Document Summary:
This document reports the results and conclusions drawn from the rehearsal
and final passes of the Model Office testing of Nile release 2.0.
Outstanding incidents, known problems and usability issues will also be
identified.
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0 DOCUMENT CONTROL
0.1 Circulation
Contact Area Copy I Signature
Baldwin, Hadley I CAPS
Baldwin, Ted Ref, Data Project
Blood, Tain HAPS
Box, Martin TIP Project
Burley, Mark TIP Project
Finnigan, Lesley I CAPS
Holleran, Ruth POCL
Gaze, Richard Horizon
Jepmond, Carol I CAPS
Jeram, Peter Pathway
Jones, Peter TIP Project
Lywood, Pat Pathway
Meagher, John Horizon
Miller, Dave Horizon
Parnell, Dave TIP Project
Radka, Andy Horizon
Simpkin, Andrew _ I Horizon
Stocker, Rod Horizon
Topham, Janet Horizon
Young, Chris Horizon
0.1 Version History
Version Issue Date I Change Details
Version 0.1 draft 23/03/99 Initial draft sent for QR
Version 1.0 issued 01/04/99 Issued version following review comments
0.2 Related documentation
Reference Title Version Date Author
(1) Low Level Test Matrix 03 12/01/98 I PDA
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Model Office Testing Evaluation Report for Nile Release 2.0
[2] Model Office High Level Test Plan 0.2 21/05/98 I PDA
[3] E2E and MOT Approach PDA
[4] MOT Release Notice 1.0 19/02/99 I Pathway
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CONTENTS
1. MANAGEMENT SUMMARY........
1.1 SUMMARY...
1.2 CONCLUSION ....
1.2.1 Achievements.
1.2.2 Issues ..
2. INTRODUCTION ...
2.1 BACKGROUND...
2.2 PURPOSE.
2.3 Scop!
3. SYSTEM UNDER TEST...
3.1 PARTIES INVOLVED IN NILE 2.0 MODEL OFFI
3.2 ENVIRONMEN
3.3 SOFTWARE BASELINE
3.4 SUMMARY OF SYSTEM FUNCTIONALITY.
3.4.1 Areas covered within Model Office:
3.4.2 Areas not covered within Model Office
4.1 TIMESCALES...
4.1.1 Planned Schedul
4.1.2 Actual Schedule
5. OBSERVATIONS...
5.1 ENVIRONMENT.
5.1.1 Keyboard
5.1.2 Touchscreen/Monito
5.1.3 Printers...
5.2 HUMAN COMPUTER INTERFACE (HCI)
5.3 TRAINING
5.4 PERFORMANCE...
6. TEST RESULTS...
6.1 HORIZON MODEL OFFICE ..
6.1.1 Access Control / User Administration (ACUA)
6.1.2 Automated Payment Service (APS)
6.1.3 Benefit Encashment Service (BES)...
6.1.4 Electronic Point Of Sale Service (EPOSS,
6.1.5 Hardware.
6.1.6 Migration...
6.1.7 Reference Dat
6.1.8 Order Book Control Service (OBCS)
6.1.9 Procedural...
6.1.10 Training Mode.
6.2 EXTERNAL SYSTEM!
6.2.1 Customer Accounting and Payments System (CAPS)
6.2.2 Host Automated Payment System (HAPS)
6.2.3 Transaction Information Project (TIP).....
6.2.4 Order Book Control System (OBCS).....
7. APPENDIX A - CLOSED INCIDENTS .
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11
MANAGEMENT SUMMARY
Summary
MOT proved most of the test phase objectives (see section 2.2). The
test phase built on the achievements of previous rehearsal cycles,
proving;
¢ Pathway’s target solution. With the inclusion of additional security
measures across all domains, MOT simulated the most live-like R2
environment to date.
¢ the Data Centre migration process. MOT was the fourth successful
attempt at this scenario
¢ live support processes are progressing and gaining a good
understanding of R2 operations.
One objective was not fully achieved, that of proving the final draft of
the operating procedures. The final version of the counter User Guide
was not available. An earlier draft version was used as an interim
solution.
The MOT Release Notice detailed system limitations by referral to the
KPR. An exhaustive cross-reference of MOT functionality against the
KPR has not yet been undertaken, however one is planned to occur
from 22/03/99. Results of this activity will be published separately.
Of the 3 specific limitations identified in the MOT Release Notice;
* One was not encountered throughout the test cycle - (mixture of
MiECCO and MiMan migration)
¢ The remaining two were encountered and handled using the
solutions described - (MiECCO products not migrated and CAP
rollover without a Cash Account printed.)
The MOT Release Notice identified 202 incidents from previous test
cycles that had been resolved for the MOT baseline. A large majority
of these incidents were witnessed as cleared in MOT (a similar result
was obtained during E2E Final). Full details of the MOT results are
available under the Retest heading of section 6.
A number of issues raised during MOT are still outstanding. These
incidents will either;
¢ be assessed by Product Assurance and Pathway for inclusion on
the KPR, or
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1.2
1.2.1
1.2.2
« have the resolution of the incident proved in a cycle of targeted
testing prior to the commencement of Live Trial
Conclusion
A decision as to whether the solution is fit for live implementation is
the responsibility of the Release Authorisation Board (RAB).
Therefore this document will comment only on the achievements
made, and the issues identified during MOT.
Achievements
The following have been successfully demonstrated:
¢ Bootle R2 data centre build
* networking and communications
¢ data centre security
* installation of outlet equipment
* auto-configuration of R2 counters
¢ migration of outlets from Release 1c to R2
¢ use of MiMan migration tool and draft HFSO procedures
¢ use of MiECCO migration tool
¢ data centre migration from Release 1c to R2
¢ links to ESNS (OBCS), Farnborough (HAPS) and Huthwaite (TIP)
¢ link to De La Rue
« PAS/CMS Help Desk operation
¢ Horizon Help Desk operation
¢ Pathway support procedures
* operation of the four main application areas
* operation of the Data Warehouse
* application of planned changes to Reference Data
* availability of local reference data items
¢ benefit encashment at Rel 1c, Rel 2.0 and via PCHL
¢ BES activity (and OBCS restrictions) at a Northern Ireland Outlet
¢ increased levels of security
© operation of ‘Training’ mode
© user training
Issues
The following issues were identified:
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« The OBCS service was affected by an operational problem at all
outlets on most days. A solution has been identified, and is due to
be applied to the software build for Live Trial. The OBCS service
was successfully maintained during the E2E cycle, although this
may not fully reflect the live solution.
¢ The counter migration tools proved stable when handling core
(nation-wide) products. However, some difficulties were
experienced with the handling of non-core (local) products. Due to
the diversity of local product to Outlet mappings, and the fact that
MOT used derived reference data, assurance of this area should be
focused elsewhere (i.e. the Live Reference Data Proving Exercise).
¢ The migration of the Release 1c Data Centre to R2 had an adverse
effect on some elements of the solution. Most notably;
¢ BES - Foreign encashments, Casual Agent encashments, and
Restricted PO indicators can be affected if 1c generated
payments are encashed at a R2 outlet. The impact of these
scenarios on the live audience should be limited, therefore the
above issues have been captured on the KPR rather than fixed
for Live Trial
« EPOSS - The system continues to report on pre-migration
transactions. A solution has been identified that will resolve
this issue, which should be applied prior to Live Trial
¢ The final draft of the counter procedures were not available.
Subsequent procedural testing suffered as a result.
« Although no fault in system functionality, certain areas of the
solution (e.g. Shared Stock Unit operation) proved difficult for live
users to comprehend. Bearing in mind the above statement
regarding the quality of procedures during MOT, this area may
need to be monitored during Live Trail. Any shortfall in operating
instructions detailing these new and often complex areas, should
be remedied before implementation to a wide audience.
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21
2.2
INTRODUCTION
This is a summary report addressed to Horizon management to
comment on the conduct of the Model Office Test phase of Pathway’s
Release 2 testing. It focuses on the testing environment, the testing
activities performed, the results of these, and the conclusions drawn.
Background
Pathway Release 1b and 1c successfully completed an integrated
Model Office.
To continue this trend, the Model Office Test schedule for Release 2
was formulated over a period of months between November 1997 and
July 1998. This preparation activity included;
* a series of Workshops, where representatives from all groups
identified their requirement for testing
* the publication of a matrix of these identified tests
¢ additional preparation activity culminating in the issue of a High
Level Test Plan
¢ adrop down of the HLTP into a test plan and test scripts
These tests scripts were then executed over the various Model Office
cycles. Amendments and revisions were made as required
Purpose
MOT completes and ratifies the objectives identified during the three
planned Model Office Rehearsals. To reiterate, it’s major objectives
are to prove:
¢ the final draft of the operating processes and procedures across all
domains
e Pathway’s target solution for architecture, network and
connectivity
« Pathway’s supporting infrastructure
* assurance of the migration process from Release 1c to R2
¢ that supporting and reporting processes and routes are in place
MOT is seen as the final audit pass of the Model Office testing phase
of Release 2. Following the successful completion of three rehearsal
passes and a number of preproving runs, it is not expected to
encounter any major functionality issues.
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2.3
The format of the testing was identical to that used all three rehearsal
cycles.
The MOT cycle continued to use the Model Office site based in
Borough High Street and was supported by Pathway operations at
the R2 target live operational environment in the Bootle data centre.
Scope
Model Office Testing, in parallel with End to End testing, will be the
first instance where all live systems and interfaces will become linked.
Although focusing on each of the systems procedures, there will be an
opportunity to ensure that the transactions passed through the
Horizon counters, are correctly reflected within the ‘back-end’
accounting and reconciliation process.
A more detailed description of the purpose and scope of Model Office
is available in the End to End Interface and Model Office Testing Approach
[3].
An overview of the system components included (and excluded) from
MOT can be found in section 3.4 Summary of system functionality
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3.1
3,2
3.3
SYSTEM UNDER TEST
Parties involved in Nile 2.0 Model Office
MOT is an integrated test cycle, proving the end to end architecture of
the following systems/ groups;
« Pathway
e Girobank (PCHL)
« DeLaRue
« DSS
« Customer Accounting and Payments System (CAPS)
« Feeder Benefit Systems (Child Benefit)
« Payment Accounting Group (PACS)
¢ Order Book Control System (OBCS)
¢ POCL
« Reference Data Project (RDP)
¢ Transaction Information Project (TIP)
« Host Automated Payments System (HAPS)
e Horizon Test Team (HTT)
Environment
The test environment within the Pathway domain comprised two
data centres, one at release 1c and the other the target R2 go live
solution, with links to all external systems.
Gateway PC’s, for the transmission of data to remote sites, were
located at Farnborough, Huthwaite and De La Rue, Tewkesbury.
The test environment within the Horizon domain comprised seven
Post Offices; three of these offices were migrated from release 1c to
R2; four new offices were introduced into the R2 system, two from
ECCO and two that were previously operated manually.
During the four test cycles, Pentium II 400mhz processors and
flatscreen displays were introduced to the hardware platform.
For this pass of Model Office, an increased level of security across all
domains.
Software baseline
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3.4
3.4.1
3.4.2
The software build for MOT is referenced in the ICL Pathway change
control system as 9f increment 7.2.
A number of Work Packages were applied to this baseline,
throughout the duration of MOT, in order to rectify identified issues.
Summary of system functionality
Areas covered within Model Office
The following areas have been included within the MOT schedule;
« Access Control / User Administration (ACUA)
« APS (less exceptions listed below)
¢ BES (less exceptions listed below)
¢ EPOSS
e Migration
¢ OBCS
¢ Reference Data
¢ Training Mode
Areas not covered within Model Office
The following areas have been specifically excluded from MOT;
e APS
Release 2+ functionality (ie Smart transactions)
e BES
e Multi-benefit (i.e. Income Support, JSA, Retirement Pension)
« Temporary Tokens
¢ Handling of Milk Tokens
« Uncarded Casual Agents
¢ Release 2+ functionality (i.e. Split payees)
« Urgent Payments
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4.1
41.1
41.2
TEST CONDUCT
Timescales
Release 2 Model Office Testing consisted of a 22 physical day test
schedule, spreaad over a five week period (allowing for setup time
and contingency). This schedule was ultimately executed three times
as a ‘rehearsal’ and then 1 final audit pass. Originally, only 2
rehearsals were planned, with the MOT pass completing by the end of
1998. An additional rehearsal cycle was inserted after MOR1 to prove
late-breaking code enhancements. A period of time was utilised
between MOR3 and MOT to allow time to identify and implement
solutions to the many issues raised during the previous rehearsal
phases. During this gap, a period of pre-proving activity was
undertaken. The purpose of this pre-proving activity was to witness
resolution to a number of outstanding issues. It was also used to gain
confidence in the financial integrity of the system and some of its
supporting interfaces.
Planned Schedule
The testing was performed by Horizon test staff and Post Office
counter staff over the period 17th February to 10th March inclusive,
the stages being:
e 17h - 19th February, phase 1 of migration, moving three outlets
from release 1c to R2, with the data centre at release 1c.
¢ 20th - 21st February, data centre migration to R2.
¢ 22nd February - 10‘ March, full R2 operation and the introduction
of new R2 outlets.
Actual Schedule
MOT completed to planned timescales.
Counter activity was completed on the 10/03/99. Interface activity
continued for a number of days after this.
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5.1
5.1.1
5.1.2
5.1.3
OBSERVATIONS
Throughout the course of the four Model Office test cycles,
approximately 30 front-end users have been exposed to the Horizon
system for the first time. Their views and opinions on various aspects
of usability are documented in the following section.
Environment
A number of comments were raised on the behaviour of the system
interface. It is recognised that changes may be difficult to implement
prior to Live Trial, however they are documented here for
consideration in the light of wider user experience.
Keyboard
The keyboard was intended to be an improvement on both the
Standard ‘QWERTY’ keyboard and the ECCO+ keyboard. Model
Office ‘live’ users suggested the following improvements;
« Increase the size of the QWERTY keyboard keys to be the same as
the numeric keypad.
« Move the ‘Home’ and ‘PLU’ keys away from the numeric keypad.
Accidental use of these keys can have adverse effects during
Cash/Stock declaration and Serve Customer transactions
« Place the numeric keypad at the bottom right of the keyboard.
« Colour code the keys to map on to specific navigation functions
¢ Dedicated function keys for access to frequently used transactions
Touchscreen/Monitor
The flatscreen monitor was acknowledged as a major improvement
over the normal monitor, increasing icon clarity and size.
A majority of users stated that the on-screen alphanumeric keypad
would be more useable if ordered ina QWERTY fashion.
Printers
When used as installed, the back-office inkjet printer was found to be
slow, taking around 30 minutes to produce a Cash Account report.
After manual intervention (setting the printer properties from
‘Colour’ to ‘Highspeed’) this was be improved to around 6 minutes.
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5.2
5.3
A degree of operator intervention was required to print Girobank
forms or BES encashment receipts satisfactorily.
Human Computer Interface (HCI)
The test operators identified a number of future improvement
considerations regarding the layout and content of the various
interfaces between the user and the system. Examples of some of
these are listed below;
¢ It would be useful to have a ‘Other Postage’ icon available on the
‘Postal Order’ sub-menu, as many postal orders are sold with
stamps attached
« When entering the volume and value of an OBCS encashment, it
should be possible to limit the request for volumes of milk tokens
to only applicable benefits (by use of the CPP number)
« When entering the volume of an OBCS encashment, you should
not have to first delete the default value
« When performing a Girobank transcash transaction, it would be
useful to have the current fee as a default value.
¢ When applying additional services to scales transactions, the list of
services should be sorted in order of popularity
« There is no need to have a ‘Postmasters Examination’ section on
the SU balance snapshot
¢ The order of the items on the Stock / Stamps and Cash declaration
screens should be logical (i.e. by denomination) and should be
reflected on the SU Balance and Office Balance reports
¢ The ‘Gas Transcash’ icon should be renamed to ‘Utilities Transcash’
to encompass the many Electricity bills handled for Girobank
¢ The ‘Other Stationery’ icon is currently a postage stamp. A letter or
other stationery item would be more appropriate
¢ The icon for Second class Stamp Books should be blue rather than
orange
In addition to these suggestions, a number of incidents that were
closed as ‘No Fault’ or ‘Requires CP to change’ have been passed to
POCL Business Assurance for assessment. Again, full details of these
possible enhancements are available on request.
Training
Four training events held were in preparation for MOT, and a number
of concerns were noted;
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¢ The duration of the training event, (a day and a half) may not be
long enough to cover the full scope of the Horizon system, for all
staff. It should be noted that follow-up training and guidance were
not included in preparation for Model Office.
¢ Greater attention should be given to the BES area, in particular,
multi-benefit payments (although I understand that additional
training will be provided when the functionality becomes
available), carded casual agents and alternative payees.
¢ The provision of gateway Back-office printers would be helpful to
show examples of office weekly reports and cash accounts in
production.
¢ Due to the differences between ECCO+ operation and current
system functionality, it would be beneficial to be able to perform
scales transactions with the aid of scales, instead of just the manual
method.
¢ Training could be improved in the following areas;
¢ The transfer of a session from one counter to another
¢ dealing with discrepancies, error notices and the suspense
account.
* performing transfers in. This would be beneficial as it differs
from the ECCO method.
« APS fallback procedures (i.e. the recovery of AP transactions
following system failure)
¢ The only BES summary produced was BES card impound. The BES
daily encashment report would be a better example especially as
BES payments were made during the training.
Some positive points worthy of note;
« How to amend errors and/or make alterations ( E.G. back space
key, undo , previous icons) was addressed early on in the course.
« The various role play exercises during the course, especially the
assessment at the end, were well received.
« The following sections were especially considered to be fully
covered;
¢ logging in and out
¢ identifying hardware
¢ bill payments
* settlement
¢ OBCS
* standard BES encashments,
« APS
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© remittances
¢ administration
¢ individual stock unit balance
* counter daily / weekly reports.
5.4 — Performance
Although by no means comprehensive, throughout the various Model
Office cycles, various key activities have been timed. The results of
this activity have been passed to Horizon and Pathway management.
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TEST RESULTS
The following section details the statistics obtained during the MOT
cycle. This includes;
* an assessment of performance against pre-defined test conditions
* a review of the 120 incidents raised during previous test cycles,
that are now declared for retest within MOT.
¢ details of new incidents raised during MOT.
The next few pages breakdown this information, firstly by Product
Area and then by System or Interface.
A summary of the test condition results is as follows;
a [_Passed% I %
100
80
60
40
20
0
EPOsS APS ACUA BES OBCS Migration Ref. Data
Total
Conditions Passed 10701
Conditions Failed 83
Conditions Not Run n9
Conditions Planned I 10903
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The results of the retesting activity is as follows;
100 100 100 100
100 .1____
90
80 666
70
60
50
40
30
20
10 0
oS 9 s o a 2 <
i 32 = 3
Bs & 2&3 8 F 8 a 3
= ° a <
High I Medium I Low I Closed I Total
Retests failed 6 5 11
Retests not covered 3 4 7
Retests cleared 5 49 41 5 100
Retests outstanding 2 2
Retests declared 5 60 50 5 120
An overview of new incidents raised during MOT (as @ 17/03/99);
B Outstanding
o a 2 PP <« o 2 § o °
ge F ¢ 23% € ¢ & &
i 3 o£ * "2
& =
High I Medium I Low I Total
Raised during MOT 1 142 109 252
New Incidents Closed 1 92 87 180
Outstanding New Incidents 0 50 22 72
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6.1 Horizon Model Office
6.1.1 Access Control / User Administration (ACUA)
6.1.1.1 ACUA Test Conditions
Test Conditions Planned: 544
Test Conditions Passed: 524
Test Conditions Failed / Not Run: 20
6.1.1.1.1 Details of failures / conditions not run
Test Condition Occurrences [Reason not run / failed
Change PIN Number 1 Helpdesk Assistance temporarily un available
Delete User 9 Chose not to delete initial ‘SETUP’ user
Add User 3 Users already addition by HESO
Modify User 3 ‘As above
[Horizon shut-down cb CPU power off switch not functioning,
Temporary Lock 1 Initially not applied at Celtic - retested OK
(One - shot password 1 Failed on first attempt - later retested OK
Lost PMMC 1 Replacement card not accepted
6.1.1.2 ACUA Retests
High I Med I Low I Total
Retests Passed
Retests Not Covered 1 1
Retests Failed
Retests Planned 1 1
6.1.1.2.1 Details of test not covered
PinICL HD Call Ref. IDescription of Incident I Action
[PC0016629 IE-9810020047 IUnable To Specify Group IIncluded in Target Testing,
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6.1.1.3 New ACUA Incidents
High I Med I Low I Total
New Incidents Raised 6 3 9
New Incidents Closed 3 2 5
New incidents Outstanding 3 1 4
6.1.1.3.1 Details of Outstanding ACUA Incidents
same user
Issue Ref. IPinICL HD Call Ref ISummary Priority
13/08 — IPC0022337 IE-9903010102 I Access Control - Screen and keyboard froze _IMed.
after ONCH report
120 / 01 E-9903080007 I Access Control - unable to perform POLO- IMed.
system reports that ‘obsolete card has been
inserted! - card was expected to be valid,
therefore other problems exist
21/ 05 E-9903090119 I Access Control - Riposte screen not Low
refreshing
121 / 10 E-9903100138 I Access Control - two terminals working with IMed.
6.1.1.4 Observations
No observations of note
6.1.1.5 Overall Status of Product
GREEN
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6.1.2 Automated Payment Service (APS)
6.1.2.1 APS Test Conditions
Test Conditions Planned: 668
Test Conditions Passed: 661
Test Conditions Failed / Not Run: 7
6.1.2.1.1 Details of failures
Test Condition Occurances IReason Not Run or failed
AP Service Request - (Mag card) 2 Script error - amount over maximum
AP Service Request - (barcoded bills) 1 Bill not available
Manually keeyed AP transaction 1 AP PAN not recognised
Reversals 3 Reversal restictions correctly applied by
system
6.1.2.2 APS Retests
High I Med I Low I Total
Retests Passed 1 1 2 4
Retests Not Covered
Retests Failed
Retests Planned 1 1 2 4
6.1.2.3 New APS In
cidents
High I Med I Low I Total
New Incidents Raised 8 2 5
New Incidents Closed 2 1 3
New incidents Outstanding 1 1 2
6.1.2.3.1 Details of Outstanding APS Incidents
Issue Ref IPinICL [HD Call Ref ISummary Of Incident Priority
03/11 — IPC0021889 IE-9902190127 IAP - Transactions Omitted From Counter —_IMed.
Daily Summaries
109 / 18 E-9902250119 IAP- AP reports not aligned Low
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6.1.2.4
6.1.2.5
Observations
The reference data used to support Automated Payments in MOT was
derived from Live Reference Data in June 1998. Therefore testing of
reference data held attributes (such as minimum, maximum and
multiple amounts) may not have been as comprehensive or aligned
to current reference data. Confidence in this area could be gained
from the Live Reference Data Proving Exercise underway at OSG,
Farnborough.
All areas of current AP functionality were covered within the MOT
schedule. Some observations noted at the counter;
« There is no report available to summarise Smart transactions
(which are entered on Horizon for accounting purposes only at this
release) - It is understood that these transactions may be included
in the AP transaction summary at a later date.
« After completing each AP transaction, the user is prompted to
select a Method of Payment, as some AP clients accept only Cash as
a form of payment. Regardless of the MOP selected, the user is
allowed to settle the customer session with any form of payment.
Some validation of the AP MOP would be beneficial.
¢ Restrictions on AP reversals were successfully applied (i.e. attempt
reversal on the following day, in the next CAP, e.t.c.)
Overall Status of Product
GREEN
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6.1.3 Benefit Encashment Service (BES)
6.1.3.1 BES Test Conditions
Test Conditions Planned: 1026
Test Conditions Passed: 962
Test Conditions Failed / Not Run: 64
6.1.3.1.1 Details of failures
Test Condition Occurances IReason Not Run /Failed
Card Collection with PUN 11 PUN’s or cards not
available
Benefit payment encashment - Standard encashment 7 Payments not available
Benefit payment encashment - Foreign encashment 8 Encashment allowed or
count not incremented
Benefit payment encashment - Casual Agent 6 Payments not available
Jencashment
Change of Nominated Post Office 1 Not allowed
Card Batch Audit report 1 Not available
Impound Card / PUN 4 PUN / Card not
impounded
Receipts and ATP's 4 ¢ No Welsh ATP
© No Nil receipt for
beneficary
Extended Verification Procedure 13 Script error -Not applied
during temporary
closure
Recovery of transactions completed during fallback 2 Fallback transaction not
completed
Helpdesk - Procedure for Card Encashment 2 As above
Helpdesk - PO Advice and Guidance calls. 5 Not required
6.1.3.2 BES Retests
High I Med I Low I Total
Retests Passed 2 2 4
Retests Not Covered 1 1 2
Retests Failed
Retests Planned 3 3 6
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6.1.3.2.1 Details of test not covered
PinICL HD Call Ref IDescription of Incident Action
PC0020305 Recovered BES HD transaction IMilk Tokens not available in
with 2 milk tokens - milk tokens ISingle-Benefit Model Office -
did not appear in transaction —_Irefer to
stack
PC0018178 IE-9811060047 I Beneficiary encashment Included in Target Testing
performed like Permanent
Agent encashment
6.1.3.3 New BES Incidents
High I Med I Low I Total
New Incidents Raised
28 14 42
New Incidents Closed
12 12 24
New incidents Outstanding 16 2 18
6.1.3.3.1 Details of Outstanding BES Incidents
Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
02/08 — IPC0021840 IE-9902180138 IBES - Card Swiped Before Being Activated ILow
And Was Then Subsequently Impounded
109 / 22 PC0022186 IE-9902250150 IBES - Unable to perform casual agent Med.
encashment
(09 / 29 IPC0022198 IE-9902250176 IBES - Unable to change customers Med.
nominated Post Office
10 / 09 PC0022254 IE-9902260101 IBES - No payments available Med.
10/10 —IPC0022257 IE-9902260103 IBES - Unexpected windows message caused IMed.
system to cash and re boot
13/20 — IPC0022371 IE-9903010181 IBES - Impounded/ Withdrawn Med.
Cards/PUNs reports display information
relating to previous CAP
13 / 22 PC0022373 IE-9903010184 IBES - Incorrect information displayed on Med.
daily PUN impound report
15 / 03 PC0022454 IE-9903030039 IBES - Weekly Impound reports are Med.
displaying details of cards/PUN's
impounded in week 34, when we are in
week 35
15/04 IPC0022506 IE-9903030064 IBES - Only 1 payment available when two IMed.
were expected
16 / 03 PC0022528 IE-9903040053 IBES - Only 1 payment available, when there IMed.
should be 2
16/05 IPC0022530 IE-9903040056 IBES - 2 payments expected, but only 1 Med.
available
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Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
16/07 IPC0022536 IE-9903040081 IBES - No EVP invoked by system when Low
attempting foreign office encashment
16/11 PC0022556 IE-9903040107 IBES - Possible duplicate encashment - Med.
PCHL was contact to seek ASSISTANCE
making BES payment (i.e. not expected to
complete HD encashment). Encashment
then performed at counter OK. When Cash
Account produced, 1 unreconciled HD
encashment was evident
20 / 07 E-9903080158 IBES - unable to produce a nil receipt when IMed.
customer is a Permanent Agent and a
Beneficiary in their own right
21 / 02 E-9903090032_ IBES - Batch sent to incorrect office Med.
21 / 03 E-9903090038 IBES - Card collection with PUN not allowed IMed.
- Existing card requested
21 / 06 E-9903100077 IBES - Casual agent cards impound Med.
21 / 07 E-9903100079 IBES - 30 minute delay while payments are IMed.
stopped and re-issued
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6.1.3.4
6.1.3.5
Observations
The scope of BES testing within Model Office was restricted to a
single benefit, ie. Child Benefit. This constraint meant that certain
areas of BES functionality were omitted from MOT (see section 3.4.2,
‘Areas not covered within Model Office’ for details). This factor must
be borne in mind when reviewing the overall status of the product.
The cards and PUN’s delivered for MOT were not to live standard
(ie. Blank cards / PUN’s produced on a separate environment at
DeLaRue). Liveried cards were not produced because the customer
details used to create the BES cases for MOT were sourced from the
live customer database, creating possible security implications.
However pseudo-live PUN’s were provided.
Problems were encountered with DeLaRues Card/PUN delivery
timescales, often resulting in tests being performed via manual details
rather than Card or PUN. This delay has been attributed to test
environments constraints, and should not apply to live production
timescales.
The overall performance of the BES application was good, however
an issue was identified with the hybrid period between migration of
the Ric and R2 Data-Centres. This generated a number of issues (and
subsequent incidents). Some examples of these issues are;
¢ Erratic results when attempting Carded Casual Agent encashments
¢ Inability to perform foreign encashments during the hybrid period
between counter and data centre migration
¢ Inconsistent results when applying Geographical Restrictions (i.e.
encashing a GB -only payment at a Northern Ireland outlet)
¢ The incorrect application of a 30 minute lock-out when attempting
nominated office encashment
The above issues seem to be because we are attempting to encash
payments generated on a Release 1c data centre at a Release 2 outlet.
This has been identified as a known problem, and has been captured
in various guises on the KPR.
Overall Status of Product
GREEN
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6.1.4
6.1.4.1 Test Conditions
Electronic Point Of Sale Service (EPOSS)
Test Conditions Planned: 8297
Test Conditions Passed: 8231
Test Conditions Failed / Not Run: 66
6.1.4.1.1 Details of failures
Test Condition Occurances IReason not run
Customer Request for Stock Item 6 Local Ref. Data not available
‘Customer Request to Send Mail Item 15 ¢ Additional parcel services not
available
Scales duplicating transactions
Customer Request for Payment Service 10 Local Ref. Data not available
Customer Request for Receipt Service 9 Local Ref, Data not available
IOff-counter EPOSS Transactions 6 Local Ref. Data not available
Settlement 5 Not required - script error
Internal Transfers - transfer out 1 Corresponding transfer in not
performed
Remittance out 2 Script error - wrong destination
identified
Reversals Process 3 Reversal of BT Bill correctly
disallowed
Local Travel Scheme 1 No Ref. Data
IONCH report 1 Report displayed incorrect
information
Stock Unit Deletion 1 Unable to delete - revaluation entries
meant transaction had been
performed
Attach User to Stock Unit 1 As above
Daily Cash On Hand (user/Stock Unit) 1 Not required - script error
Balance process for Shared Stock Unit 2 Not required - script error
Discounts 1 Ref. Data related
PLU numbers - use of 1 PLU number facility not requested
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6.1.4.2 EPOSS Retests
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High I Med I Low I Total
Retests Passed 4 29 28 61
Retests Not Covered 0 1 3 4
Retests Failed 6 5 11
Retests Planned 4 36 36 76
6.1.4.2.1 Details of failures
PinICL Description of Incident Action
PC0020280 IInconsistency when Counter Daily Raised as new incident - E-9902240180
Girobank reports produced when no Now closed. Related to PC0020280.
transactions performed - Deposit report
states 0.00 on the transaction line but the
withdrawal report displays nothing,
PC0020295 I Account number missing on the Raised as new incident - E-9903110069
customers receipt and Girobank Still outstanding...
summary following the reversal of the
transaction. Reversed amount also
misalign on the Girobank summary.
PC0020303 IRecovered BES encashment displayed Raised as new incident - E-9902220128
on daily recovery report but not weekly INow closed. Related to E-9902180095
which has been excluded from Target
Test as a Ric environment would be
required
PC0020255 INo consistency between reports and Raised as new incident - E-9903020101
receipts when displaying Transaction —_IClosed for inclusion on KPR
reference ID's
/PC0019377 I5 Citibank transactions entered, 0 Raised as new incident - E-9903100126
displayed on Table 10g Included in Target Testing
PC0020188 IMigration report, Office Balance Raised as new incident - E-9903020104
‘Snapshot, Stock On Hand Report, SU Included in Target Testing,
Snapshot all display ‘£’ as ‘#
PC0020537 IEvent Log shows an entry that ‘Rollover IRaised as new incident - E-9902250112
Abandoned’ after we have clearly rolled IIncluded in Target Testing
into CAP 03
PC0020674 IONCH report displays one SU holding [Raised as new incident - E-9902240151
when both had made declarations Included in Target Testing
PC0020179 I After producing final Cash Account, Raised as new incident - E-9903040084
PCHL BES encashment screen is Included in Target Testing
displayed - If user cancels at this point,
the Office report and all C/A reports
need to be produced again
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PinICL Description of Incident Action
PC0020564 ISession Number on receipt displayed as IRaised as new incident - E-9903020101
## - ####, Summary Query Transaction IClosed for inclusion on KPR
Log request ion ID as # - ####.
Inconsistent
PC0020613 IOffice daily Rem Out by Day report Raised as new incident - E-9902180098
shows pre-migration transaction in
BP02
Included in Target Testing
6.1.4.2.2 Details of retests not covered
Incorrect
PinICL Description of Incident
PC0019860 IRevaluation message automatically Not covered in MOT - Included in
produced for deletion of product Target Testing
PC0020291 ICouncil tax vouchers and cards are not INot covered in MOT - Included in
shown on the Rent Scheme Counter Target Testing
Weekly Report, or any other report.
PC0017920 IInactive Stock Unit Roll Over Not covered in MOT - Proved in E2E
PC0017686 IDaily Summary Of Encashment Receipts INot covered in MOT - Proved in E2E
6.1.4.3 New EPOSS Incidents
High I Med I Low I Total
New Incidents Raised 53 27 80
New Incidents Closed 37 21 58
New incidents Outstanding 16 6 22
6.1.4.3.1 Details of Outstanding EPOSS Incidents
Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
08 / 14 PC0022098 I E-9902240151 IEPOSS - Cash Flow Report Is Incorrect Med.
08 / 26 PC0022114IE-9902240170 IEPOSS - Volume of AP transactions on Med.
Balance Snapshot and Office balance -
reversals not deducting from volume
08 / 38 PC0022134 I E-9902250019 IEPOSS - Balance Reports CAP Warning Low
Incorrect
08 / 42 PC0022144 I E-9902250030 IEPOSS - Icon descriptions for 'Cash' and Med.
‘Cheque! duplicated
109 / 12 PC0022155 I E-9902250069 IEPOSS - Office weekly summaries preview ILow
suspense account
109 / 30 PC0022199 I E-9902250177 IEPOSS - Unable to produce cash account Med.
report
10 / 04 PC0022242 IE-9902260082 IEPOSS - Non balancing of cash account Med.
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Issue Ref I PinICL
HD Call Ref
Summary Of Incident
Priority
10 / 12
PC0022262
E-9902260111
EPOSS - Final office balance report
incorrect
Med.
13 / 04
PC0022332
E-9903010090
EPOSS - format of address on receipt
incorrect
Low
13 / 12
PC0022348
E-9903010144
EPOSS - Scales transaction duplicates two
‘Other Postage' items to transaction stack
Med.
14 / 07
PC0022412
E-9903020101
EPOSS - Different format of session
numbers between the transaction log and
customer reports
Low
14 / 09
PC0022411
E-9903020107
EPOSS - Revaluation up slip does not show
the volume of products revalued
Low
14/11
E-9903020150
EPOSS - Business rule applied when
attempting, to redeem savings stamps but
system and procedures do not elaborate
Med.
15 / 09
PC0022487
E-9903030100
EPOSS - Incorrect revaluation of Postal
Order fees not prevented during SU
Balance process - trial office balance and
cash account produced subsequently
misbalance
Med.
16 / 08
PC0022542
E-9903040084
EPOSS - All cash account reports need to be
printed again if PCHL reconciliation screen
is cancelled
Med.
16 / 09
PC0022545
E-9903040089
EPOSS - Rems out to supply division screen
menu icon incorrect (icon indicates 'Rem In‘
rather than ‘Rem Out’)
Low
17 / 04
E-9903050080
EPOSS - Postal Order encashed in BP02
displayed as BP03 on Office Weekly PO.
Encashed report
Med.
21 / 01
E-9903090029
EPOSS - Event log - ONCH entry
misreported
21 / 04
E-9903090113
EPOSS - Unable to produce daily
encashment report
22 / 04
E-9903110069
EPOSS - Account number omitted on giro
transaction
22 / 05
E-9903110071
EPOSS - Canadian money order reports
twice on final office balance report
Med.
22 / 06
E-9903110074
EPOSS - Office weekly PO encashed not
appearing on report
Med.
6.1.4.4
Observations
All areas of EPOSS showed signs of improvement over the course of
the four cycles of Model Office. For example, reports that were
unavailable in MOR1, became available in MOR (albeit with incorrect
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outputs). In MOR3, the report output was improved, and by MOT the
report was almost correct, with only minor content or formatting
problems outstanding. Due to the increased quality of the system
produced outputs, concentration could be focused on the integrity of
each transaction performed, across all levels of reporting.
The main difficulties experienced with EPOSS were in areas that
strayed from current automated processes, such as;
¢ Shared Stock Unit balancing. i.e;
¢ Differences from ‘MUTE’ operation (A facility on ECCO+
where every user is attached to every stock unit). To
implement MUTE methodology on Horizon would be time
consuming exercise (i.e. detaching and reattaching from Stock
Units)
¢ The declaration of Stock, Stamps or Cash requires entry of up
to 100 items. These values are not stored by the system, so if
errors are made during the declaration process (or the system
applies a temporary lock), the user is required to re-enter the
declaration from scratch. This will happen frequently in the
live environment, and will impact the overall balancing
timescales. Preference would be to retain the shared Stock
Unit, but have each user’s declarations available for
modification at any time prior to balancing.
¢ Clearing Losses and Gains
¢ The posting of losses/gains to the suspense A/C , (and the
subsequent redemption of these transactions) is a time-
consuming process that was completed automatically on
previous automated platforms.
6.1.4.5 Overall Status of Product
GREEN
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6.1.5 Hardware
6.1.5.1 Test Conditions
None
6.1.5.2 Hardware Retests
None
6.1.5.3 New Hardware Incidents
High I Med I Low I Total
New Incidents Raised 3 3
New Incidents Closed 3 3
New incidents Outstanding 0 0
6.1.5.3.1 Details of Outstanding Hardware Incidents
None
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61.6 Migration
6.1.6.1 Test Conditions
Test Conditions Planned: 8
Test Conditions Passed: 7
Test Conditions Failed / Not Run: 1
6.1.6.1.1 Details of failures
Test Condition Occurances IReason not run
MiMan Migration 1 Script error - incorrectly referenced
6.1.6.2 Migration Retests
High I Med I Low I Total
Retests Passed 1 1
Retests Not Covered 0 0
Retests Failed 0 0
Retests Planned 4. 1
6.1.6.3 New Migration Incidents
High I Med I Low I Total
New Incidents Raised 8 3 1
New Incidents Closed 7 3 10
New incidents Outstanding 1 0 1
6.1.6.3.1 Details of Outstanding Migration Incidents
Issue Ref IPinICL HD Call Ref {Summary Of Incident
Priority
01/02 IPC0021795 IE-9902180047 I Migration - Data Entry Mistake Made
During Manual Migration - Availability of
procedures to workaround
Med.
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6.1.6.4
Observations
All Offices except Watford experienced long delays in the auto-
configuration stage, between installation and migration. This was due
to difficulties experienced with the application of Work Packages to
bring the counter hardware up to the current MOT baseline.
The following table gives an approximate time of migration for each
Office configuration;
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Office Migration type No. of SU’s_ I Set-up time Actual migration time
Portsmouth I MiMan 5 4 Hours 21/2 Hours
Cardiff MiMan 1 4 Hours 1 Hours
Arsenal MiMan 6 3 Hours 21/2 Hours
Omagh MiMan 3 3 Hours 2 Hours
Wolves MiECCO 7 6 Hours 11/2 Hours
Celtic MiMan 3 3 Hours 11/2 Hours
Watford MiECCO 17 1 Hour 21/2 Hours
The actual migration time includes time taken to produce SU
snapshots for comparison with pre-migration balance reports and
subsequent checking of Office Balance reports.
The MiMan process was mainly a success, with test operators
completing the majority of the migration process. As in previous test
cycles, there were products without the appropriate mapping on
Horizon. This is attributed to the minimal local product sets which
have remained the same throughout Model Office Testing. The only
real fault was the omission of the suspense account at Omagh (which
was only discovered when the 1st Cash Account was produced).
The MiECCO application suffered from similar problems as in
previous rehearsals, i.e.;
* Some stock items that didn’t map across to Horizon were adjusted
to cash, others were adjusted to an open product line.
« Some transactional values (receipts/payments) were missing after
migration which in turn created a misbalance of the Cash Account.
This problem should be resolved for Live Trial by the addition of
new procedures to transfer missing data to the Suspense Account
(This should be incorporated into the HSFO guide ).
6.1.6.5 Overall Status of Product
GREEN (with reservations regarding handling of Local Products)
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6.1.7 Reference Data
6.1.7.1 Test Conditions
None
6.1.7.2 Ref. Data Retests
High I Med I Low I Total
Retests Passed 1 1
Retests Not Covered
Retests Failed
Rlolo
nlolo
Retests Planned
6.1.7.3 New Ref. Data Incidents
High I Med I Low I Total
New Incidents Raised 1 1
New Incidents Closed 1 1
New incidents Outstanding 0 0
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Model Office Testing Evaluation Report for Nile Release 2.0
6.1.7.3.1 Details of Outstanding Ref. Data Incidents
6.1.7.4
6.1.7.5
None
Observations
Setup and file transfer activity was commenced two days prior to test
execution, this included;
¢ Defining Outlet Specific Reference data.
¢ Associating a list of Local Products for each Outlet.
A further 3 reference data drops were applied during the cycle, which
included the following changes ;
« Up-rating of non-core product.
¢ Introducing non-core product ( Fixed value ).
« Adding a new core product ( Open value ).
« Accounting change - C/A line change for Moneygram send
transactions.
¢ Re-valuation of postal Orders.
« Amendment of Girobank (Short Name only) to Alliance & Leicester
Giro.
¢ Deletion of a core product.
The system automatically printed warning messages of forth coming,
ref’ drops when applicable .
Initial problems were encountered with the application of local
products at Wolves, Celtic and Watford, however all became
available in the 2nd week.
Overall the implementation of the Reference data change drops was
satisfactory, with the following exceptions;
« The Moneygram C/A line change failed. Value and Volume of any
transactions performed were missing completely from the C/A
after the reference drop had been implemented.
¢ Deletion of core product failed, the ability to cease products willnot
be available until Release 2+.
Overall Status of Product
GREEN
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6.1.8 Order Book Control Service (OBCS)
6.1.8.1 Test Conditions
Test Conditions Planned: 360
Test Conditions Passed: 316
Test Conditions Failed / Not Run: 44
6.1.8.1.1 Details of failures
Test Condition
Occurrences Ireason Not Run/ Failed
Receive OBCS Book
8 © OBCS Service not running
* Attempted at NI outlet
Issue OBCS Book 9 As above
Encash OBCS Book 19 As above
Enter order book information manually 8 As above
6.1.8.2 OBCS Retests
High I Med I Low I Total
Retests Passed 1 1 2
Retests Not Covered
Retests Failed
Retests Planned 1 1 2
6.1.8.3 New OBCS Incidents
High I Med I Low I Total
New Incidents Raised 7 di 8
New Incidents Closed 6 1 7
New incidents Outstanding Bf 0 1
6.1.8.3.1 Details of Outstanding OBCS Incidents
Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
13/18 IPC0022362 IE-9903010173
OBCS - ‘Unable to contact HQ' messageIMed.
prevents receipt of book
6.1.8.4 Observations
The underlying problem with OBCS throughout the entire test cycle
was the fact that the OBCS software application was not being
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6.1.8.5
automatically initialised each day. This was due to the Tivoli
scheduler (which starts this application each day) being interrupted to
allow the backup of the MOT environment. As a result, the first
attempted OBCS activity each day was unsuccessful, reporting
‘Unable to contact HQ’. The application could be manually started,
and then OBCS performed as expected. Changes have since been
made to Tivoli to ensure that this problem does not occur in live.
OBCS was not available at the Omagh test configuration, confirming
that the Service could be restricted from Northern Ireland outlets.
However, the application of this restriction could have been handled
better. For example, all OBCS icons are available at Omagh, but do
not function when selected. Preference would be to either remove the
OBCS icons, or bar access to them (indicated by ‘no entry’ symbols).
Overall Status of Product
GREEN (if Tivoli fix is applied successfully, else AMBER)
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6.1.9
6.1.9.1
6.1.9.2
6.1.9.3
Procedural
Test Conditions
None
Procedural Retests
None
New Procedural Incidents
High I Med I Low I Total
New Incidents Raised 3 46 49
New Incidents Closed 3 39 42
New incidents Outstanding 0 7 7
6.1.9.3.1 Details of Outstanding Procedural Incidents
Issue Ref IPinICL HD Call Ref {Summary Of Incident Priority
106 / 01 PC0021955 IE-9902220105 I Procedural - Conflict With Advice From Low
The Help Desk
08 / 28 — IPC0022116 IE-9902240172 I Procedural - Incomplete Encashment Low
Procedures
108 / 40 E-9902250026 IProcedural - Two different end of day Low
procedures
(09 / 20 IPC0022177 IE-9902250123 I Procedural - producing office cash account. ILow
n/a E-9903030025 IProcedural - Deleting item from stack with ILow
screen failure
16/15 IPC0022566 IE-9903040114 IProcedural - User Guide and Training Low
manual not consistent regarding correction
stock unit
122 / 02 E-9903110009 IProcedural - Incorrect instruction when Low
receiving new benefit cards
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6.1.9.4
6.1.9.5
Observations
The original timescales for delivery of procedures (in the form of User
Guides) was to take delivery of a draft version for the rehearsal
cycles. This was to be corrected and improved upon during each
rehearsal cycle, culminating in a live-like version, contextually
correct, and produced by Head Office Publications, available for
MOT.
Unfortunately, this target was not achieved in time for the
commencement of MOT. The procedures were made available during
the cycle, but still in draft form (i.e. loose leaf photocopies). The test
operators made the best use of these procedures as possible, but
inevitably, difficulties were encountered that may not have been
evident if a complete issue had been available. This is perhaps
reflected in the large number of procedural issue identified during the
final cycle.
I understand that most of the 50 or so procedural incidents raised
have already been rectified, or are in the process of being resolved.
However, the testing view of the procedures (detailed below), reflects
that these remedies have not been witnessed by Model Office users
during the final pass, or in any subsequent testing activity.
A draft version of the set of Quick Reference Guides was made
available for use and review. The content and quality of these guides
was impressive, instantly being adopted by the test operators. The
consensus of opinion is that, should the quality of the User Guides not
improve, there is a danger that they would be consigned to the shelf
while the Quick References become a valuable source of information.
Overall Status of Product
AMBER
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6.1.10
Training Mode
6.1.10.1 Test Conditions
6.1.10.2 Training Mode Retests
None
None
6.1.10.3 New Training Mode Incidents
High I Med I Low I Total
New Incidents Raised 4 4 8
New Incidents Closed 2 d 3
New incidents Outstanding 2 3 5
6.1.10.3.1 Details of Outstanding Training Mode Incidents
Issue Ref IPinICLI}HD Call Ref ISummary Of Incident Priority
16 / 13 E-9903040112 ITraining Mode - Giro Daily Deposit summary is IMed.
not overwritten with 'Training Mode’ indicators
22 / 07 B-9903110076 ITraining mode - Unable to access training mode IMed.
lat 9 of 19 terminals
22 / 08 E-9903120040 ITraining mode - Unable to produce Batch Low
receipt report in training mode.
22 / 09 B-9903120043 ITraining mode - unable to complete transfer in [Low
or transfer out
22 / 10 E-9903120047 ITraining mode - Cannot create or modify user in ILow
training mode
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6.1.10.4 Observations
Tested for the first time during MOT, the stability of Training Mode,
and the quality of corresponding Workbooks impressed members of
the Test Team. However, a small number of discrepancies were noted,
and (if functional in nature) were raised as incidents.
Of the issues raised, accessibility to Training Mode is the giving the
most concern. Almost half of the counters available during Model
Office failed to initialise into Training Mode. No resolution or
explanation was given for to account for this.
6.1.10.5 Overall Status of Product
GREEN
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6.2 External Systems
6.2.1 Customer Accounting and Payments System (CAPS)
6.2.1.1 CAPS Retests
None
6.2.1.2 New CAPS Incidents
6.2.1.2.1 Details of Outstanding CAPS Incidents
High
Med
Low
Total
New Incidents Raised
New Incidents Closed
New incidents Outstanding
Issue Ref
PinICL
HD Call Ref
Summary Of Incident
Priority
13 / 01
PC0022317
E-9903010066
CAPS sent a stop file to Pathway on
10/11/97. CAPS then received a stop
confirmation file from Pathway for one of the
2 affected customers. The confirmation file
header was datestamped 9 hours before
CAPS had sent the stop.
Med.
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6.2.2 Host Automated Payment System (HAPS)
6.2.2.1 HAPS Retests
None
6.2.2.2 New HAPS Incidents
High I Med I Low I Total
New Incidents Raised 6 6
New Incidents Closed 5 5
New incidents Outstanding 1 1
6.2.2.2.1 Details of Outstanding HAPS Incidents
Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
IR 121 E-9903080026 IHAPS received day 14 transaction file onIMed.
day 17, 18 and 19
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6.2.3 Transaction Information Project (TIP)
6.2.3.1 TIP Retests
Med I Low I Closed I Total
Retests Passed 15 7 5 27
Retests Outstanding 2 2
Retests Failed
Retests Planned 17 7 5 29
6.2.3.1.1 Details of outstanding retests
TIP Incidents 640 and 642 have no resolution for NR2, and are
possibly covered on the KPR.
6.2.3.2 New TIP Incidents
High I Med I Low I Total
New Incidents Raised 4. 18 6 23
New Incidents Closed 1 1 4 16
New incidents Outstanding 0 7 2 9
6.2.3.2.1 Details of Outstanding TIP Incidents
Issue Ref
PinICL
HD Call Ref
Summary Of Incident
Priority
TIP 700
PC0022250
E-9902260098
TIP received transaction files that contain
details of voided and null BES transactions.
‘a information is required for such
tions (ie NINO and amount), which
was not supplied.
Low
TIP 701
PC0022251
E-9902260100
TIP - PMSR reports detail 2 exceptions for a
single transaction reference - only one
transaction was recovered at the counter,
therefore only 1 exception was expected
Med.
TIP 702
PC0022274
E-9902270006
TIP received a transaction file for Celtic that
contains Org. Unit Version as 11. Reference
data holds this value as 12 from 14/11/97
Low
TIP 706
PC0022307
E-9903010045
TIP received a transaction file conteining
‘Moneygramme Send’ transactions. The
relevant entries were not evident on the
Cash Account or sub-file
Med.
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Issue Ref
PinICL
HD Call Ref
Summary Of Incident
Priority
TIP 708
PC0022359
E-9903010169
TIP received transaction file containing AP
smart item 853. This item does not map to
the AP line on the receipts table, therefore
creating a reconciliation failure between the
cash account and the supporting document
stream from APACHi
Med.
TIP 709
PC0022364
E-9903010175
TIP received 3 end-of-week markers for
Wolves when only 1 was expected
TIP 739
PC0022465
E-9903030061
TIP received details of 2 voided BES
encashments made by the Helpdesk,
included a value for each encashment.
Voided transactions should have a zero
value,
TIP 770
E-9903120078
TIP received BARSF file containing 2 BAD
records for exception code 130 (‘BES No
EPOSS’). The actual transactions are PCHL
voided transactions, which TIP did not
expect to receive as exception code 130.
Med.
E-9903120081
TIP issue - no details available as yet
Med.
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6.2.4
6.2.4.1 OBCS Retests
None
6.2.4.2 New OBCS Incidents
Order Book Control System (OBCS)
High I Med I Low I Total
New Incidents Raised 1 1
New Incidents Closed 0 0
New incidents Outstanding 1 1
6.2.4.2.1 Details of Outstanding OBCS Incidents
Issue Ref IPinICL HD Call Ref ISummary Of Incident Priority
15/10 IPC0022445 IE-9903030022 IOBCS received day 13 transactions Med.
duplicated in with day 14 transaction file
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7. APPENDIX A - CLOSED INCIDENTS
HD Call Ref I Issue PinICL Summary Reason for closure Priority
-9902250065 I09/10 — IPC0022159 I Access Contorl -Soft reboot allowed on system Call closed. This is not a breach of requirement it offers more control. Position of keysIMED.
means they are unlikely to be pressed accidentally,
/E-9902250120 I09 / 19 PC0022175 I Access Control - Log on after 3 attempts failed Call closed. Unable to reproduce.- Retested successfully on 05/03/99 at MOT MED.
E-9902260120 I10/ 13 Access Control - Helpdesk unable to perform lost PMMC Call closed. Re tested and works. MED.
procedure
E-9903040113 I16/14 — IPC0022565 I Access Control - System had not invoked temporary lock or Retest on Celtic on Monday - possibly Hardware fault - arrange Swapout and retry. ILOW
Jenforced log-out after 90 minutes of inactivity This has been re tested and is working,
E-9903080013 I20 / 02 Access Control - unable to start Riposte - system does notIProduct Management agree priority. Base unit swapped out. Call downgraded to a CLOW
progress past Windows NT log on message pending closure. Call closed.
F-9902260102 I10/07 — IPC0022256 I AP - AP summary does not reflect the transactions Call closed. Duplicate of E-9902190127. Fixed for Live Trial. MED.
E-9903020078 I14 / 05 PC0022405_I AP - No AP Smart summary available to aid reconciliation IEvidence provided. Call closed changes in live trial system product 850 which will be ILOW,
included in APS listing which will allow horizon to have icon for input of these
transactions.
E-9903110019 }22 / 03 AP - Incorrect information given by the Helpdesk on}Call closed. Operator did not say this was an AP transaction. MED.
reversing an AP transaction
-9902170087 Io1 / 01 BES -No Welsh ATP Received Call closed. Karen Rogers of Product Management says ther is no requirement forILOW
Welsh ATPs.
E-9902180079 }02 / 01 PC0021806 I BES - Unable To Produce Impound Weekly Reports Call closed. Related to PC0021871 LOW
-9902180095 I02/04 — IPC0021821 I BES - No Transactions Shown On Daily BES EncashmentIP/W plan to deliver fix into MOT. This will of course need to be agreed. Call closed. [LOW
Report Fix has been applied and was partially successful - Candidate for Targeted Testing - -
15/03/99 Not Included in Targeted Testing
E-9902190014 }03 / 01 PC0021842 _IBES - Welsh BES Receipt Printing In Left Margin Call closed. Fixed for Live Trial. LOW
E-9902190100 }03 / 05 PC0021870 I BES - Unable To Perform Carded Casual Agent Encashment I This incident should be closed against KPR and a new one raised against the fact that IMED.
you are sometimes able to perform carded casual agent encashment.
E-9902190108 I03 / 06 BES - Incorrect Information From The Help Desk WhenICall closed. Help Desk have tightened Procedures. LOW
Activating A Card
E-9902190111 I 03 / 07 PC0021880 IBES - Unable To Perform Foreign Encashment Closed against KPR_ IMED.
E-9902190123 I03/09 _IPC0021886 I BES - Incomplete Manual Benefit Encashment Receipt Procedures to be updated. Cal closed. Procedure will be amended for Live Trial Low
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/E-9902220128 I06 / 05 PC0021963 _IEPOSS - No Transactions Shown On Report ‘Duplicate of 2/04. E9902180095 LOW
E-9902240081 I 08 / 09 BES - Impound Notice Appeared When Not Expected Call closed. This was caused by Operator error. LOW
E-9902240086 I08 / 10 PC0022067 IBES - Card Impound Report Showing, information 'byICall closed. System working as it should. LOW
Office’ rather than ‘By User’
E-9902240136 I08 / 12 PC0022088 I BES - Payment Locked After Voiding Transaction Known issue with migrated payments - Identified as 'HOT' issue LOW
F-9902240142 08/13 IPC0022094 BES - Agent Details Missing From ATP Call closed. On the KPR. MED.
E-9902240153 08/15 — IPco022100 BES - PUN Impound Report - same PUN impounded twice, ICall closed. No requirement to check if a PUN has been scanned before. Low
displayed as two entries on report
}E-9902240158 I08 / 17 PC0022102 IBES - PUN Impound Report Showing information 'byICall closed. Reports And Receipts says this is for the office. LOW
Office’ rather than ‘By User’
}E-9902250131 I09 / 21 PC0022180 IBES - Encashment from a different territory allowed Possibly on KPR. This was a R1c payment for which GRI does not apply. IMED.
E-9903010051 ]13/02 — IPC0022309 IBES - no payments available at helpdesk, although} - 15/03/99 Not Included in Targeted Testing. This was because help desk had IMED.
payments visible at counter incorrect post code.
E-9903010058 I13/03 IPC0022313 [BES - no payments available following card activation by IPossibly on KPR as PC18414. Calll closed related to E-9903010051. MED.
the Help Desk
E-9903040050 16 / 20 BES - Foreign encashment attempted via manual entry -ICall closed. PAS was stopped on the correspondence server which meant no foreignIMED.
refused as "Unable to contact HQ” payments could be authorised.
E-9903040054 }16 / 04 PC0022529 IBES - GRI encashment should have been refused by theICall closed. Help desk had similar post codes for all offices. MED.
Helpdesk, but was not.
E-9903040070 I16 / 06 PC0022531 IBES - Customer unable to collect card - Batch successfully] - 15/03/99 Not Included in Targeted Testing. Able to activate L Jordans card now. IMED.
received and reconciled. Any attempt to issue a card using aIProblem with C Page is on E-9903090038.
valid PUN is refused stating 'PUN Error - PUN presented at
wrong office!
E-9903050042 ]17/01 — IPC0022609 I BES - third foreign encashment allowed initial payments were made on a Release 1¢ Data Centre. This is a known problem IMED.
captured on the KPR. Candidate for Targeted Testing - 15/03/99 Not Included in
Targeted Testing
E-9903080093 I20 / 05 BES - receipt text printed in the margin Call closed. Fixed for live trials. MED.
E-9903100082 }I21 / 08 BES - No payment available for collection Call closed. Confirmed with Dave Clear of CAPS broadcast message sent on Day 15 to IMED.
say customer has died this stopped payments being available. What happens if alt
payee is husband or wife is to be taken up by James with steve Dance.
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E-9902190056 I03 / 03 PC0021856 IEPOSS - Giro and PO Paid Summaries printing with Nil}This will be Re tested in MOT. Speak to Jim Anscombe when we know if its working. IMED.
volume and values even though figures existed from befor I This will be fixed for Live Trials.
migration
/E-9902190073 I03 / 04 PC0021861 }IEPOSS - Stamp And Cash Declared Correctly Edit Icon But} Fix in development - Fixed for Live Trial MED.
Produces Discrepancy
E-9902190122 I03 / 08 PC0021884 IBES - Daily Encashment Report Does Not Report To Event I Duplicate of an E2E incident. Fixed for live trial. LOW
Log
E-9902190125 }03 / 10 PC0021888 }IEPOSS - Incorrect MOP Enforced When Session Settled I Call closed. No fault found. May raise a CP. LOW
Automatically
-9902190133 [03/13 IPC0021895 I EPOSS - Transactions Doubling Up On Scales And Personal ICall closed. P/W unable to reproduce fault. MED.
A/C Cheque Deposit
/E-9902220108 I06 / 02 PC0021956 IEPOSS - Additional Parcel Services Not Available Referred to OSG. Call closed. Andy Corbett says the system is working as it should. LOW
E-9902220110 I06 / 03 PC0021958 IEPOSS - Unable To Progress Past The Revaluation Message I Fixred for live trial LOW
As Expected
}IE-9902220207 I06 / 07 PC0021972 IEPOSS - Event Log Does Not Report All Events And I Fixed for live trial MED.
Duplicates Others
-9902230011 [07/02 —_IPC0021983._ IEPOSS- Volume Figures Incorrect On Transaction Log {Call closed. This problem does not occur with scales transactions and fixed priced ILOW
products. two stamps were sold.
F-9902230068 I07/04 — IPC0022000_IEPOSS - International Scales Item Too Heavy Procedures confirmed as incorrect - NB. will be raised as part of the Fagin review Low
E-9902230079 I07 / 08 PC0022004_IEPO Entries on Event Log that appear to have rolled I Call closed. Counters are delivered and installed in CAP 1. The Migration Tool sets the ILOW
from incorrect CAP and BP CAP to what the User specifies.
}IE-9902230134 I07 / 11 PC0021985 IEPOSS - Scales Transactions -6.8kg parcel reported as 'Too} Call closed. Scales Weight limited to Six Kg although Parcel Tariff exceeds this amount. IMED.
Heavy' man
/E-9902240020 I08 / 02 PC0022044 IEPOSS - Report referfed to incorrectly on Event Log, Call closed. Fixed for live trial. IMED.
E-9902240028 I08 / 03 PC0022047_IEPOSS - SU Balance snapshot repeated 6 times on Event} Fixed for live trial MED.
Log
F-9902240053 08/08 IPC0022059 I EPOSS - Scales Transaction - Scales Locked Fixed for live trial MED.
E-9902240160 I08 / 19 EPOSS - Suspense Reports Shows Incorrect Information Call closed. Will be fixed for live trial.- Candidate for Targeted Testing - 15/03/99]MED.
Included in Targeted Testing,
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E-9902240165 I08 / 21 PC0022108 - Cheque Listing Report Displays Pre Migration] Call closed. Will be fixed for Live Trials. LOW
ctions In BP 02
E-9902240166 I08/ 22 — IPC0022109 IEPOSS - volume displayed as negative on daily Cheque] Migration requirement is to migrate only value, volume not required. If it is required, ILOW
Listing Report aCP will be required
E-9902240171 08/27 IPC0022115_ I EPOSS - Double up in Best Fit option Duplicate of E-9903010144 MED.
F-9902240178 08/32 IPC0022121_ IEPOSS - Local schemes icons Call closed. Arrow or dot denotes a sub menu. This is a pick list. No fault. Low
E-9902240180 I08 / 34 PC0022123 IEPOSS - End Of Day Giro Deposit Summary zero fee}Call closed. Related to PC0020280. System working as it should. LOW
displayed when no transactions have been performed
-9902250012 I08 / 43 EPOSS - Missing local products, expected at outlet Reference Data successfully applied on day 13 MED.
E-9902250014 I08 / 35 PC0022131 _}IEPOSS - Stamp Declaration Using Flat Touch Screen Call closed. Edit button puts in a comma. Related to E-9902190073. Fixed for Live ]MED.
Trials.
/E-9902250021 I08 / 39 PC0022136 _}IEPOSS - Incorrect volume on PO paid (Counter Weekly) ‘Confirm with John Plowman on Monday 08/03/99. John Plowman says as volume IMED.
figure is identified in report detail and not sent to client we can close.
IE-9902250075 I09/ 14 PC0022160 IEPOSS - Weekly reports. Transfer in report showingIThis could be a problem. Have asked for BP of Transfers in to be identifiable. IMED.
previous BP figures Discussion between Janet Dore and John Plowman confirms that report conforms to
R&RFS - No Fault
-9902250112 I09/16 — IPC0022171_ I EPOSS - Event log shows wrong information Call closed. Fixed for live trial.- Failed retest - Candidate for Targeted Testing -/MED.
15/03/99 Included in Targeted Testing
E-9902250170 I09 / 28 'PC0022195 IEPOSS - Daily event log not matching events Call closed. Fixed for Live Trial. MED.
E-9902250179 In/a IEPOSS - Run time error when producing cash account Call closed. Re tested working now. There is a fix for live trial. MED.
IE-9902260083 I10 / 05 PC0022243 _IEPOSS - PO encashed weekly office summary Call closed. This was migrated information that was not handled properly. Will be IMED.
fixed for live trial.
IE-9902260097 I10 / 08 PC0022246 IEPOSS - Cash flow report displays incorrect information No fault - confirmed by Horizon - to close. Call has now been closed. IMED.
E-9902260099 I10 / 06 PC0022252 }IEPOSS - Suspense account report is incorrect Fix currently in T&l. Fixed for live trial. - Candidate for Targeted Testing - 15/03/99]MED.
Included in Targeted Testing
}E-9902260110 }10 / 11 PC0022259 _IEPOSS - Cash account does not balance MO Ref. Data contained Cash Account mapping but did not contain change to]MED.
Accounting node hierachy - confirm with POCL RDP as to who should supply this}
data. Reference Data sent the information but it has not been reset.
E-9903010094 13 / 05 PC0022333 _IEPOSS - Address on cash account incorrect (Town Name)INo change is anticipated on this CR32A to revise C/A for 1999/2000, but NOTILOW
Jomitted including this.
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/E-9903010095 I13 / 06 PC0022335 IEPOSS - UKPA report shows pre-migration transactions in}Call closed. Change in live trial software to suppress report of transactions recorded IMED.
BPO2 through migration.
}E-9903010097 }13 / 07 PC0022336 IEPOSS - Waited 1 hour to produce suspense account report, IFix with T & I. Fixed for live trials Candidate for Targeted Testing - 15/03/99IMED.
not forthcoming - abandoned and retried, report produced I Included in Targeted Testing,
immediately, but contained no transactional data
E-9903010127 }13 / 09 PC0022342 IEPOSS - Unclaimed Paymnet data omittemsd from cash} Fixed for Live Trial in WP 3555, 3203, 3504 - Candidate for Targeted Testing - 15/03/99IMED.
Jaccount Included in Targeted Testing
E-9903010148 }13 / 14 PC0022352 _IEPOSS - Unable to rollover dormant stock unit - Message}Due to revaluation placing ‘transactions’ in message store - Product ManagementIMED.
‘Cannot rollover as transactions have been performed’ - No confirmed that this is an acceptable solution - Will close
transactions were performed on SU.
E-9903010159 }13 / 17 PC0022355 IEPOSS - Logout unsuccessful after attempt to rollover ICall closed. Related to E-9903010148. IMED.
dormant stock unit
}E-9903020066 }14 / 01 PC0022401 I EPOSS - Transaction log CAP filter not working First need to select SU before CAP - Fault identified and corrected for Live Trial (i.e. a] LOW
prompt will inform the user to first select SU then CAP) - Will retest on Monday
08/03/99 - Confirmed as working when correct sequence selected
E-9903020067 I14/02 — IPC0022398 IEPOSS - System freezes when selecting event log, Call closed. Pathway unable to reproduce. This has not happened again, MED.
/E-9903020071 }14 / 03 PC0022403 _IEPOSS - session Id differs between the customer receipt andIEvidence to be provided on Monday 8/3/99. Customer receipt has session idILOW
the transaction log (ie. first item on receipt 01-5471] transaction log has transaction id. There may be messages between these two.
Jexpected to be displayed as 01-5471 on transaction log)
E-9903020099 I14/06 — IPC0022409 IEPOSS - Cannot produce counter weekly report after ICall closed. No fault in product. Low
rollover
E-9903020104 }14 / 08 PC0022410 IEPOSS - £ displayed as # on various reports Problem with Oracle - Fixed for Live Trial - Failed retest - Candidate for TargetedILOW
Testing - 15/03/99 Included in Targeted
E-9903020144 I14 / 10 PC0022418 IEPOSS - Citibank money order appears on cheque listing, Call closed. System working as it should. IMED.
/E-9903030037 I15 / 02 PC0022450 ISoftware - Dr Watson error when producing transaction log I Call closed. Unable to reproduce. IMED.
(and printer out of paper) - had to reboot to continue
-9903030083 [15/08 IPC0022478 I EPOSS - Prepurchase redemption appears as a negative onICall closed. No fault in product. Low
the receipts section of the Balance snapshot - we expected a
positive figure on the payments table
E-9903040013 I16 / 19 PC0022515 }IEPOSS - unexpected message after logon - "Cannot performISteve Warwick confirms that user PTURG did not log out correctly (i.e, while printing ILOW,
transfer while processing report" - No Users were logged on] report). This was detected by the system when next log on attempted.
previously
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E-9903040071 ]16 / 21 Eposs - Balance snapshot error in non accounting data Call closed. Eight transactions were done. Snapshot was reporting correctly. No fault. [MED.
E-9903040104 I16 / 22 PC0022555 IEPOSS - Non Accounting data menu - incorrect icons for} Fixed for Live Trial LOW
Registered and International Registered
E-9903040110 I16 / 12 PC0022560 IEPOSS - Default stock unit not rolled in to the correct CAP -}Paul Redwood would prefer to see this resolved before Live Trial - Candidate forIMED.
remains in CAP 33 when office is in CAP 35, Targeted Testing. Call closed. Fixed for live trials. - 15/03/99 Included in Targeted
Testing,
E-9903040115 I16/16 — IPC0022567 IEPOSS - Attempted reversal of reddemed savings stampsIThis is a Mandatory Inclusive Pre-condition product, which can aonly be reversed [LOW
on a Correctional stock unit - not allowed due to BusinessI within a session incorporating a like product. Still unable to rectify errors on BT
Rule restrictions - may need to override this restriction ifIsavings stamps as you are barred from reversing BT bills. Raise as an enhancement.
correcting errors made during previous CAP
}E-9903040116 I16 / 17 PC0022570 IEPOSS - The HSHelpdesk were unable to provide guidance} Call routed to Martin Whitehead in error, now routed to Helpdesk - Procedures to be }ILOW
lon the creation and implementation of a correctional stock I couriered to HD on Monday - Retest on wed day 22. This is working now.
unit
E-9903040118 I16 / 18 PC0022571 IEPOSS - Dormant stock unit rollover allowed with no}System working as designed - will require a CR to change - raised as an issue withIMED.
confimation of function - could result in unwanted SU}Horizon (Steve Dance)
rollover
E-9903050077 I17 / 03 Helpdesk - Advice on producing a manual customerICall closed. Help desk procedures have been tightened. MED.
receipt
-9903080016 I20/03 — IPC0022685 I EPOSS - vouchers in unclaimed payments mis reported onIProduct Management agtee priority - Candidate for Targeted Testing. Call closed. MED.
Jcash account produced after migration Fixed for live tials. - 15/03/99 Included in Targeted Testing,
E-9903100126 }21 / 09 EPOSS - Citibank money order transaction performed but} Call closed. Fixed for live trials. A POCL Reference Data issue. MED.
does not appear in table 10g of cash account
E-9903110075 I22 / 08 Eposs - No entry sign on desktop icon after printing] Call closed. Fixed for live trials. MED.
Jcustomers receipt on screen
E-9903120063 I22 / 12 IEPOSS - handling of local rent rent transcash deposits Call closed. Working in accordance with POCL Reference Data. MED.
E-9902240049 I08 / 07 Hardware - Counter Printer Not Working Call closed. For re test. LOW
F-9902240132 08 / 11 Hardware - Watford Release Two Counter Failure Call closed. Counter replaced. Working now Low
F-9902250109 }09/15 — IPC0022176 Hardware - Replenishing consumables. Call closed. No fault in product. If we want this changed we need to contact Paul CurlyILOW
in customer services.
E-9902180049 I01/03 — IPC0021796 Migration - Restriction Of Value Field (Rod Licences)ICall closed. This will be be fixed for Live Enviroment by POCL Reference Data. Low
During Data Entry in MiMan
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E-9902180098 I02 / 05 PC0021820 IMigration - Various Daily Reports Display Pre Migration}ICall closed. Fixed for Live Trials.- Failed Retest - Candidate for Targeted Testing -IMED.
Transactions 15/03/99 Included in Targeted Testing,
E-9902180104 }02 / 06 PC0021826 IMigration -UKPA Fees Only Divisible By £21 In Receipts ]Call closed. POCL Reference Data problem. Will be fixed for Live. IMED.
Table
E-9902180120 I02/07 — IPc0021837 IMigration -TV Licence Line On The Receipts Table IsICall closed. POCL Reference Data will send correct data for Live Trial. Low
Divisible By £97.50 Only
E-9902190131 I03/12 —_IPC0021894 I EPOSS - Volume Figures Showing On Office Balance And] Fixed for live trial MED.
Office Balance Snap Shot Incorrectly After Migration
E-9902220203 I06 / 06 PC0021973_ I Migration - No Line For Entry Of Counters Revenue Call closed. Customer Merchandise should be used in place of Counters Revunue but ILOW
we did not ask for it.
}E-9902230008 I07 / 01 PC0021984 IMigration - Products Missing From Office Balance Snap}Ref Data issue. Still under investigation. Call closed. These Products will map to cash IMED.
Shot Produced After Migration in the new version for Migration proving.
/E-9902240031 I 08 / 04 PC0022048 I Migration -Trar tional Data Receipts And Payments Not] Call closed. Related to E-9902230008. MED.
Migrated Correctly On To Office Balance Snap Shot
E-9902240043 I 08 / 06 PC0022052 IEPOSS - Stock Data On Stock Unit Balance Snap Shot Not}System working as it should but need more explanation of where Game Licences Water I MED.
Migrated Correctly Stamps and Home Care stamps are mapped to. - Pathway currently checking MiECCOI
mapping database - expected to be fixed for LT. This will be raised in migration testing.
-9902240159 I08/18 — IPC0022103. I Migration - Figures Appear On Counter Weekly Reports [Call closed. Reports will be cut off at Migration for Live Trials except for Counters I MED.
Revenue Redeemed Stamps P And A Remittances In By Products Remittances Out By
Products Remittances In By Day and Remittances Out By Day.
E-9902180087 I02 / 02 PC0021812_ IOBCS - Unable To Receive Book Call closed. Agent now running and we have received book into Office. MED.
E-9902220113 I06 / 04 PC0021959 IOBCSTo Receive Book And Issue Book Proce ted now. Re test tomorrow. This has now been Re tested and is working. IMED.
Candidate for Targeted Testing - 15/03/99 Not Included in Targeted Testing
/E-9902230071 I07 / 05 PC0022002 _IOBCS - Receive And Re Direct Not Working, Call closed. Raised on CP1375 will have message OBCS not available in this territory. IMED.
User will not be allowed to use OBCS.
IE-9902230075 I07 / 06 PC0022003 _IOBCS - Unable To Contact Head Quarters Call closed. Arsenal and Celtic working. Wolves will be tried next week. Will raise ILOW
again then if its still a problem
E-9902240016 I08/01 — IPC0022043 IOBCS - Entry OF Foil Transaction not allowed at Northern IDuplicate of E-9902230071 MED.
Ireland outlet
1F-9903050076 I17 / 02 ]OBCS - Unable to contact headquarters message To re test. This has been re tested and is working. MED.
E-9903080089 }20 / 04 IOBCS - failure to receive an OBCS book Call closed. Re tested and now working. MED.
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IHD Call Ref Issue PinICL Summary Reason for closure Priority
E-9902180094 I02 / 03 PC0021818 IProcedural - Declaring Stock On Shared Stock Unit -I(Closed version 6.3 09/12/98) LOW
Procedures Out Of Sequence
E-9902230060 I07 / 03 PC0021999 I Procedural - Modifying Password Incorrect Procedure Procedures confirmed as incorrect - NB. will be raised as part of the Fagin review LOW
IE-9902230077 I07 / 07 PC0022005 I Procedural - User Guide For OBCS Encashment Incorrect Procedures and PPD confirmed as incorrect - NB. will be raised as part of the Fagin] LOW
review
-9902230082 I07/09 — IPC0022006. I Procedural - OBCS User Guide Incorrect Latest Version 6.0 (08/10/98) Correct - Agree that ‘Unable to contact’ message should I LOW
be mentioned and will be raised in the Fagin review
F-9902230083 I07/10 —IPC0022021 [Procedural - Settlement Procedures version 6.3 (30/9/98) Procedures confirmed as incorrect - NB. will be raised as part of LOW
the Fagin review
E-9902240155 08 / 16 PC0022101 I Procedural - Producing BES Reports Weekly Call closed. Part of Fagin Review. LOW
E-9902240164 I08 / 20 PC0021070 IProcedural - Producing Weekly Counter Summaries Call closed. Part of Fagin Review. LOW
E-9902240167 I08 / 23 PC0022110 IProcedural - Incorrect Procedure Call closed. Part of Fagin Review. There maybe a System problem. LOW
E-9902240168 ]08/24 — IPC0022111 I Procedural - Missing Procedure When Voiding BES ReceiptI Call closed. Part of Fagin Review. Low
ATP
E-9902240169 I08 / 25 PC0022112 IProcedural - Incorrect Procedure Recovering BES} Call closed. Publishing error will be reviewed at Fagin review. LOW
Transactions
E-9902240174 I08 / 29 PC0022117 IProcedural - The Procedures Are Not Clear If An InvalidICall closed. Additional instruction will be recommended to the Fagin Review. LOW
Value Is Entered When Entering A Transaction
E-9902240175 I08 / 30 PC0022118 I Procedural - Incorrect Wording, Call closed. This is correct in EPS 3.11 V6.3 2/12/98 LOW
E-9902240176 In/a PC0022119 IProcedural -The Procedure Is Unclear On BES Encashment} Call closed. Part of Fagin Review. LOW
Weekly Report
E-9902240177 I08 / 31 PC0022120 I Procedural - Procedure unclear on BES report Martin Whitehead states Revised version sent to HOP - procedures correct LOW
E-9902240179 I08/33 — IPC0022122 IProcedural - Details of printed receipt missing from] Call closed. Box needs to be inserted. Part of Fagin review. Low
procedures
-9902250015 I08/36 — IPC0022132. I Procedural - Incorrect prompt during Balancing Individual IMartin Whitehead - EPS323 - The correct procedure is detailed in EPS327. Retest onILOW
Stock Unit Monday. Call re tested and still a problem. Sent back to Martin Whitehead. Touch tick
icon has been removed.
E-9902250018 I08/37 — IPC0022133 IProcedural - Options displayed incorrectly during Stock] Call closed. Part of Fagin Review. LOW
Unit balance process
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/E-9902250028 I08 / 41 PC0022139 IProcedural - No procedure for multiple sales. Call closed. Part of Fagin Review. LOW
}IE-9902250068 I09 / 11 PC0022154 IProcedural - Incomplete procedures on pick lists Call closed. Part of Fagin Review. LOW
IE-9902250073 I09 / 13 PC0022157 I Procedural - producing office report. Call closed. Part of Fagin review. LOW
-9902250115 I09/17 — IPC0022173 I Procedural - Using scales procedures incorrect Updated in new procedures. Low
F-9902250117 }09/ 31 IPC0022172._IProcedural - Balancing Cash Account Call closed. Box to be included advising attach user to the new stock unit so correctionILOW
can be made to Cash Account. Part of Fagin review.
-9902250157 I09/ 23 IPC0022189 I Procedural - Errors when office balancing Call closed. Part of Fagin Review. Low
E-9902250158 I09 / 24 PC0022190 I Procedural - Printing office snapshot Call closed. Updated on Version 6.3 of 3/12/98. LOW
E-9902250161 }09 / 25 PC0022191 IProcedural - Daily BES Reports Call closed. To be approved by HOP and included in a later version. LOW
E-9902250162 I09 / 26 PC0022192 I Procedural - Daily summary cut off Closed as part of the Fagin review LOW
/E-9902250164 I09 / 27 PC0022193 Procedural - Adding New User Martin Whitehead states AFP100 v6.0 - Attach group to be removed and User Group to IMED.
be moved above ‘has user been created’ option will be logged in the Fagin review
E-9903010130 [13/10 IPC0022343. I Procedural - Entry of a green giro cheque transaction - twoI Call closed. Procs will recommend shortest option to Fagin review. Low
seperate paths to transaction
E-9903010136 I13/11 —_IPC0022347 I Procedural - ‘Suspense account’ procedure EPS379 contains I Call closed. Part of Fagin review. Low
lots of '????' entries - offers little assiatance to the user
E-9903010146 13 / 13 PC0022351 IProcedural - On OBC003, at ‘Same as previous’ prompt, ICall closed. Part of Fagin review. LOW
procedure should offer two options instead of one
E-9903010151 13 / 15 PC0022353 _IProcedural - 'Yes' and 'No! options misplaced on ‘Issuing a} Call closed. Part of Fagin review. LOW
new benefit card’ procedure
E-9903010154 I13/16 — IPC0022354 IProcedural - User Guide prompts for entry of referenceI Call closed. Part of Fagin review. Low
number for error notice - not required by system
E-9903010176 I13 / 19 PC0022365 I Procedural - Manual procedures for automated payments -}Call closed. Part of Fagin review. LOW
incorrectly placed decision box on flow-chart
}E-9903010182 }13 / 21 PC0022372 IProcedural - Missing Node Information Procedure Martin Whitehead says this should be in GEN003 on Page 25. Have got latest copy of ILOW
procedures and Node information does appear there.
-9903020074 I14/04 — IPC0022404 I Procedural - Impound of BES card does not automatically IProcedures confirmed as incorrect - will be split into two seperate procedures -IMED.
produce Impound receipt ‘Impound by system prompt’ and 'User invoked impound’
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}E-9903030035 }15 / 01 PC0022448 IProcedural - BESO80 procedure has one incorrect and one} Part a) noted and will be raised in Fagin review - Part b) payment is correct LOW
missing instruction
E-9903030065 }15 / 05 PC0022464 IProcedural - Add user option ‘Account is not locked out' is} Call closed. Part of Fagin review. LOW
not detailed in AFP100
E-9903030066 I15/06 — IPC0022467 [Procedural - Rebooting workstation procedures - ‘TouchI Call closed, Extra step to include proceed when prompted. Step included after gently LOW
Proceed’ option after PMMC card removed omitted from]remove PMMC from reader.
AFP205
E-9903030077 I15/07 —IPC0022476 Procedural - There are no procedures defininf benefitITim Vause of Product Management will recommend that encashing, benefit when ILOW
Jencashment during a LAN failure at a multi-terminal outlet IHorizon is unavailable is updated. Part of Fagin review.
E-9903080095 I20/06 — IPC0022707 I Procedural - no card reader fail icon on the system Product Management agree priority. This will be part of fagin review. MED.
E-9903090025 }20 / 08 Procedural - deleting from stack with touchscreen failure _ I Call closed. Martin Whitehead has agreed to add that by pressing ALT and the numberILOW
of the button you are able to select that button. This is going into FAL020. Although we
feel it should go into FAL100 we have agreed closure.
E-9903110006 I 22 / 01 PC0022885 IProcedural - Verifying and reconciling benefit cards} Call closed. Part of Fagin Review. LOW
received
F-9902260050 I10/03 — IPC0022223 Reference data - Change drop not implemented Call closed. Product is now at office. MED.
E-9902220208 I06/08 — IPC0021976 I Training mode - Unable To Logon To Training Mode Candidate for Targeted Testing. Fixed for live trial. - 15/03/99 Not Included in]MED.
Targeted Testing
E-9902240041 08 / 05 Training Mode - Unable to enter training mode - 'Unable toICall closed. Related to PC0021976. MED.
initialize Training desktop’ error message
}E-9903120048 }22/ 11 PC0022951 ITraining mode - Training mode not overprinted on}Call closed. Related to E-9903040112. Fixed for Live Trial. LOW
IGirobank summaries
E-9902250083 I10 / 02 PC0022161 ICAPS were unable to place calls to the CMS Helpdesk I Call closed. User error caused problem. MED.
(acting as a BA Office call). Access was denied as the caller
identity was not recognised.
}/E-9902250107 I10/ 01 PC0022169 _ICAPS have not received confirmation of two stops placed IProblem with Oracle... Pathway have rectified and sent confirmation, now awaiting IMED.
Jon authorised payments CAPS agreement for closure, Call closed. Testing successfully completed
-9902190054 03/02 — IPCo021855 [BES - Customer's address changed to NFA on day -2, Later IDue to address change and stop being applied on the same day. These 2 actions should MED.
Jon the same day card was reported lost. A new card wasIhave been intercepted by Pathway. With Pathway design - Candidate for Targeted
expected on day 2, but did not arrive (it had not beenITesting - - 15/03/99 Not Included in Targeted Testing. Call closed. Help Line
ordered) procedures ¢
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/E-9902240065 I TIP 685 PC0022063 ITIP received transaction file which contained an}Discussed with Paul Sausman. A fix has now been applied which will stopILOW
unrecognised item ID of 20000 unrecognised item i.d.s being generated and sent to TIP. As this can't now be re-tested,
agreed to close and re-raise should it re-occur. E- 9902250173 isstill open and covers
this
IE-9902240084 I TIP 686 TIP received transaction file which contained invalid Closed - no system changes to be made LOW
transaction modes
-9902250061 ITIP.689 —_IPC0022156 I TIP received transaction file for Wolves which included anIDiscussed with Paul Sausman. A fix has now been applied which will stopIMED.
unrecognised item ID (20000) which caused the TIP system I unrecognised item i.d.s being generated and sent to TIP. As this can’t now be re-tested,
to abend. TIP will only accept items held in Reference Data agreed to close and re-raise should it re-occur. E- 9902250173 isstill open and covers
this
-9902260074 ITIP.696 — IPC0022238. I TIP received a transaction file which contained an invalid Iall closed. Reference Data problem that will be fixed in next release. Low
transaction item mode (item 2128, mode 1). No mode
mappings exist for this product in test data, however, there
are mappings within live data
IE-9902260094 I TIP 699 PC0022248 ITIP - BES encashment performed at non-automated outlet} Transactions now received, although further issues identified (see TIP 739) IMED.
(via PCHL) has not been received at TIP
}E-9903030059 I TIP 737 PC0022462 I TIP has not received a transaction file for Wolves on day 14. I Closed as duplicate of 751/762 MED.
Also TIP expected empty transaction files for Celtic, even
though it is marked as ‘Temporary closed’
F-9903030102 I TIP? TIP received a transaction file for Arsenal that contained aI Pat Carroll called Ian Senior and requested that this incident be closed as a duplicate of HIGH
£10000 session misbalance 745 and that 745 be re-opened. Ian agreed
IE-9903040041 I TIP 746 PC0022523 ITIP received day 14 files, which were renamed and IDiscussed with Martin Box. As procedures properly followed agreed to close the log. IMED.
processed successfully. A duplicate set of files was resent onI Now closed.
the overnight of day 15. These were all rejected as
duplicates
IE-9903080050 I TIP 758 TIP received transactions totalling £1049.19 for CashIClosed as duplicate of E-9903010045 - Candidate for Targeted Testing MED.
Account line 0076 for Cardiff, week 34. The system
produced Cash Account report displays this line as zero.
E-9903080056 I TIP 751 TIP have not received a transaction file for Watford on day I Call closed. Related to E-9903080094 which is closed because of insufficient evidence. _IMED.
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E-9903080060 I TIP 752 TIP received a transaction file for Southampton (non-I possible Candidate for Targeted Testing - - 15/03/99 Not Included in Targeted ILOW
automated outlet) that contained only a End-Of Day event] Testing, Call closed. Related to PC0022598.
item. TIP should only received transaction files for non-
automated outlets when BES encashments (via the PCHL)
have been performed
-9903080064 I TIP 759 TIP received transactions totalling £80.19 for Cash Account ICandidate for Targeted Testing - 15/03/99 Not Included in Targeted Testing. Call]MED.
line 5003 for Arsenal, week 34. The system produced Cash Iclosed. Related to E-9903030190.
Account report displays this line as £80.23. The 4p
discrepancy could be related to E-9903030100
E-9903080094 I TIP 762 TIP have not received a file for Watford on day 19 possible Candidate for Targeted Testing, Call closed. There was insufficient evidence. {MED.
}F-9903100027, I TIP 765 TIP issue - TIP received transaction for Cardiff on days 20] Due to simulated ISDN failure at Cardiff. Call closed. No fault in product MED.
and 21
/E-9903100084 I TIP 767 TIP issue - TIP have received Cash Account for Omagh that I Call closed. Unit was swapped out. MED.
contained a difference between the AP transaction line and
thetransactions received at APACHi. This was due to AP
transactions being performed on a SU that was 1 CAP
ahead of the outlet.
E-9903110089 I TIP 768 TIP received PMSR115 reports containing BES fallback and ICall cleared. Exceptions have now been cleared. MED.
recovery transactions. These should have been cleared by
BSU and reported as such on the PMSR 116 report. This has,
Inot happened, therefore no Bad records have been
generated
E-9902230020 }IR 111 Failure to collect Horizon Control File, Log shows Access} File delivered to HAPS Gateway PC by 18:45pm - Resolved by Pathway MED.
Denied. Subsequently no Horizon file for day 6 was
received by HAPS.
E-9902240015 IIR 112 Interrogation of the HAPS Gateway PC has detected two]Resolved by Pathway IMED.
files, but failed to pick up either.
/E-9902250006 IIR 113 PC0022129_INo Horizon file to pickup from HAPS Gateway PC Call closed. File now received. MED.
/E-9902260008 IIR 115 HAPS were unable to pickup transaction file for day 9,}Call closed. The problem is now fixed. IMED.
although control was successfully received
E-9903010016 IIR117 _IPC0022298 IHAPS Gateway routine monitoring did not pick up aJCall closed. Not a Pathway problem. MED.
transaction file on Saturday night
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