UN*'97 14:55 FROM BA-POCL TERMINAL HSE
benefits
agency
John € C Dicks
Customer Requizemente Director
ICL Pathway
Forest Road
Feltham
TW13 7ET
9 June 1997
Dear John
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tof PAGE 292/028
Benefits Agency and
Post Office Counters Ltd
Third Floor
Terminal House
52 Grosvenor Gardens
London SW1W 0a8
telephone { } (switchboard)
(direct line)
Sacsimite
T l
iH Wile
I I I I i}
WANA
ii m ub 1
POH-687D :
cc: Keith Downer
Pat Kelsey
Tony Oppenheim
{Letter only)
I was disappointed to see CAR‘s and Release Cbligations being raised
by Pathway at the CNT's of ath May and 29th May 1997 without any
prior discussion between ourselves.
We agreed at our meeting of 29 April 1937 that we would only use the
CNT as an escalation route for CAR’s / RO’s which were unable to be
resolved jointly between you and Warren Bell or myself.
Can you please confirm that in future we will abide by our agreement,
and if we are unable to resolve any CAR‘s / RO’s then they will be
escalated to the CNT by both of us.
This will ensure that both
parties at the CNT are aware of any issues, are properly briefed and
will be therefore able to deal with them and not waste CNT time.
For the record please see table below for status of those CAR’s /
RO's raised.
Pathway's Release ic
CAR / RO caR / RO Text Current Status
Number
RIC .002 f Confirm agreement of Agreement reached in
Contents Description.
principle but ongoing
discussions with PDA
Product Management and
Pathway on Access Controls.
Several versions have since
been issued and a final
review of this document
will take place ina
meeting with Pathway (S.
(Warwick)?on 10/6/97.
(Ric. 003 j Confirm agreement to
Pathway’s test plans.
The plans provided by
Pathway contained
functionality which was
relevant to Release le,
therefore they were
returned. ‘Now awaiting full
set of revised plana from
UW Berane
wat
Pont Office Counters Ltd Megistered in England
No 2150540 Registered Otfive Drury Hause
@3 JUN '97 14:55
<
G
FROM BA-POCL TERMINAL HSE
TO
Pathway (expected 9/6/97/) ,
PDA Testing have agreed to
turn around within one week
of receipt.
RID. 004 The CAPS 2.2 code frozen CAS interface with CAPS 2.2
and service available. agreed and documented
(though “still an, issue
around cost). On Hold
pending outcome of
discussions between CAPS,
PDA and Pathway. Meeting on
11/6/97 at Feltham.
R1E.012 The HAPS system frozen and IRO was completed on 27
available to Pathway March 1997. Although letter
to Pathway (copy attached)
states three weeks notice
to be given, the system is
available to Pathway now.
RIE. 013 The TIP (Phase 1 & 2) RO was completed on 27
system frozen and available I march 1997. The system is
to Pathway. available to Pathway. now.
RIE. 014 The TIP (Phase 3) system RO was completed on 27
frozen and available to March 1997. The system is
Pathway. available to Pathway now.
$43.000.006 I Arrange access to software This CAR is similar to
algorithms and drivers 555.000.011, which has now
required to implement been agreed as complete
support for tokens where (see minutes of meeting
such algorithms are held attached to sign off form)
under IPR arrangements by and is viewed as complete
POCL or its agents. by the Controlling Officer.
If further: information is
required to clear this CAR,
please specify exactly what
is required and I will
progress.
967.000.005 I To agree with Pathway This CAR has been
procedures for handling rescheduled to 30/6/97 as
temporary increase in agreed in your letter of 7
volume, within the agreed May 1997.
Programme plan.
I have aleo enclosed more CAR sign off forms with this letter as per
our agreement to reduce the size of the ‘CAR’s Awaiting Sign Off’
xeport.
Finally,
you were awaiting formal approval of CCN 117.
122a and 124
to sign off the following list of CAR’s. This was agreed in a letter
from Stuart Riley on the 30th April and acknowledged in a letter from
Tony Oppenheim to Pat Kelsey on the 6th June 1997
(copy attached) .
Could you therefore please also sign off these CAR’s as complete.
707.000.003-8
-000.005
- 000,003
782
955
725.000.0002
934.000.010
726.000.003
936.000,012-13
750.000.006
937,000,005
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Dslrtud ,
bow eBREND
Lepr Pa,
(AR TM,
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@3 SUN ‘3? 14:55 FROM BA-POCL TERMINAL HSE
PAGE . 8047628
Given the critical nature of these CAR’s / RO’s and that we want to
look to future developments at our meeting on the 17th June 1997, I
would appreciate a response by Friday 13th June 1997.
If you have any comments or queries please do not hesitate to contact
me, otherwise I look forward to seeing you at our next meeting on i7
June 1997.
“Martin O'Toole
Process & Management. Services Manager
as
JUN
°97 14:55 FROM BA-POCL TERMINAL HSE TO
Mr J Hunt
ICL Pathway
Forest Road
Feltham
Middlesex
TW13 7ET
1 May 1997
Dear John,
I am writing to inform you that POCL have decided to
stand down the team that was. in place to support HAPS
Direct Interface Testing (DIT). The team will stand down
tomorrow, 2 May 1997.
The decision was taken because the continual slippage of
the start date for DIT has resulted in increased costs
for no benefit. The team has had no work to do.
POCL are happy to reform the team upon request given 3
weeks notice, an agreéd Direct Interface Testing
Specification and a schedule of tests.
Yours sincerely
JOHN BRUCE
PDA Technical Assurance
Copy: Janet Topham
Mena Rego
John Meagher
Martin Renwick
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@9 JUN '97 14:56 FROM BA-POCL TERMINAL HSE TO ww
Ms P. Kelsey
Contract Management Manager
BA/POCL Programme
Terminal House
Third Floor
52 Grosvenor Gardens
London SWiW 0AB ACL
6 June 1997
Outstanding Critical CARs and CCNs
Notwithstanding considerable efforts to get on tap of these, we find ourselves as we
go out of this week with the following dependencies still not nailed down.
Critical for Release 1c
1. Agreement on Release 1c Contents Description
2. Agreement on Pathway’s test plans
3. Resolution of CAS operating arrangements
On the first and second, we are having to assume that what we have submitted will be
acceptable. On the third, we assume that EDS will carry out the required CAS service
without there yet being a conclusion to our discussions on commercial arrangements.
Confirmation of your agreement to these assumptions would enable us to close these
CARs.
Critical CARS for Re!
CAPS 2.2: we seek positive confirmation that the code was frozen.and service made
available by the due date of 2™ June (one of the proposed “milestone” dates in Replan
Schedule B7).
CCNs : ICL Pathway Ltd
Forest Road
Critical or overdue CCNs are: Peltham
1. 118b
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g9 JUN 'S7 14:56 FROM BA-POCL TERMINAL HSE = TO i.
2. 117
3. 122a
4.124
5. 81b, 82b, 91b, 93b, 100b, 114b, 115b, 127, 128, 140
The first is a Release le dependency not covered by any letter of comfort from Stuart
Riley. The amount of work is significant. It calls for extensive regression testing end
to‘end, the direct impact of which is to extend Release Ic timescales by some 4 wetks.
The indirect impact is to place more work on a team already stretched by CCNs 117,
122, 124 and others, thereby putting additional pressure on other timescales.
Nevertheless, we have been left in no doubt that we must make the changes to come
into. line with CAPS 2.2 and are proceeding accordingly.
To confirm comments made at CNT, we are working on the basis that Stuart's letter
of 30® April represents approval for 117 and 122a (which are critical components of
Release 2). At the same time, we took his letter as closure of the Replan CAR for
CAPS 3 design freeze which was duc by 27° March. Stuast’s letter signalled that the
DSS would probably want 124 to go ahead and that we should expect clarification in
short order. We still need to agree the details of this change and time is now pressing.
T discussed the above with Stuart today and we have agreed to seek to close
outstanding points down by CNT on Wednesday.
L understand from our conversation today, since confirmed by John Bennett, that a
batch of CCNs is in the pipeline: thank yon. It. would be helpful pending their
completion to know if that batch comprises the list under item.5 above.
Yours si
Tony Oppenheim
cc, John Bennett
Stuart Riley
@3 JUN
‘9? 14:56 FROM BA-POCL TERMINAL HSE To
r Delivery of Ay ri
I hereby agree that the deliverable(s) attached meet to
my satisfaction all the obligations contained in the
following Contractual Authority Responsibility(s),
Number(s) :
5.23, 090,992.
These deliverables are either
1) described below
and/or
2) attached to this document
Canelly onl. AP Chen
Ts. ittisfote. (5, COLAE gm,
Conyhle A ages
po a AV ft 1K, eiface. ad the.
Nothing contained herein shall be deemed or construed as
affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway, the DSS
and/or POCL.
Warren Bell
i\ar-s\arsignoff
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Q@3 JUN
"37
14:56 FROM BA-POCL TERMINAL HSE TO
Control over Delivery of Authorities Responsibilities
I heceby agree that the jeliverable(s) attached meet to
my satisfaction all the sbligations contained in the
following Contractual Authority Responsibility(s),
Number(s):
543.000.006 Lee ee.
555.000.0011 Lee ee
Signed:
G RO tb AP)
Delivery Officer
Controlling Officer
PDA_ Quality Assurance..
For ICL Pathway wees bee eee teee -- fowe f
These deliverables are ether
1) described beiow rn (please tick)
and/or
2) attached to this doci
Clarification to all of Pathways questions - received
mid Macch = on the Toker Technology Specifications
provided 30/10/96.
Nothing contained herein shall be deemed or construed as
affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway, the DSS
and/or POCL.
Please return this form :o the PDA at Terminal House c/o
Warren Bell
Nothing contained herein shall be deemec of construed as effecting existing contractual obligations
between ICL Pathway, the OSS and/or POCL.
YTO404TT.DOC 6 of7
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@39 JUN ’S? 14:5? FROM BA-POCL TERMINAL HSE TO; GRO
benefits
aoa
agency
To: Yva Thakurdas
ry
From: Bob Booth BA/POCL 2 G RO
Date: 04-April-1997
Subject: Response to Pathways questions on the supplied smart TTS's
Yva,
Attached are the responses to all of Pathways questions on the Token Technology
specifications
I trust these clarify your questions and would be grateful if you could complete the
attached sign off forms for the outstanding CARS.on smart tokens as agreed at the
release 2/3 meeting
Regards
Nothing contained herein shall be deemed or canstrued as affecting existing contractual obligations
between ICL Pathway, the DSS and/or POCL.
YTO404TT._ DOC 20f7
@9 JUN °97 14:57 FROM BA-POCL TERMINAL HSE To!
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General
Tha Teken Technology specs do not include client service reference data - any
questions on fields within this data have been answered ‘Implementation issue’
GEC Watercard
2.2 b) Yes
31 See Gemplus documentation
3.2 It deesn't change at all
3.3.2 See Camtech documentation
42 Configuration data in this section is per client. CONM_ID is only used to
match field on card with reference data.
4.3 The file is organised with the current tariffs followed _by the future tariffs.
45 Comment is correct
5.3 Implementation issue
5.4.1 See Gemplus documentation
5.4.2 implementation issue
$.4.3 needs some investigation
5.4.6 a) yes
b) changing the return addresses only affects the size of the-captured
card data which is at the end of the transaction data
5.48 Implementation issue
5.4.9 CST_ID
5.4.10 Defined by the contents of the.tariff file for the client
5.4.11 the first-statement refers to encryption and the second refers to updating
5.4.13 Implementation issue
5.4.14 a) should refer to-CST_ID
b) transaction reference consists of receipt reference and serial number
Pisces
32 See Gemplus documentation
3.4 a) See Gemplus documentation
b) There are several other kinds e.g. Service cards. The card type is in
the card descriptor file - see Landis & Gyr documentation
4:3 a) No
b) yes - differentiated by effective date
45 a). The only options provided by current system are all customers i.e.
CRN of all asterisks or specific customers i.e. exact match with CRN
6) Targeting of offices is managed by the client
46 Current implementation does not use this response code.
43 a) Current Status File
b) Certification Total is a field in the.Current Status File on the card
53 a) Don't know what this. documentation is
b) Receipt number - part of Transaction reference
5.4.3 a) Don't understand the cormment - three attempts are made to read the
card, if all three fail the card is lacked
b) These are the only codes which need to be presented to gain access
to all the files on the card
¢) MAC is a Multi Application Card 2.9. MCOS._The applications are
Nathing contained herein shall be deemed of construed as affecting existing contractual obligations
between ICL Pathway, the DSS and/or POCL.
YTO404TT. DOC 3of7
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@3 JUN ’S7 14:5? FROM BA-POCL TERMINAL HSE TO
divided inte directories and Pisces assumes the use of the first directory.
SAC_2D and SAC_6C are single application cards and so there is no
concept of directories
5.4.4 a) There are several other kinds e.g. Service catds. The card type is in
the card descriptor file - see Landis & Gyr documentation
b) CRN is set to either NEW or REP followed by card serial number.
The terminal writes the corresponding command message (00 or 01) to
the card. *
3.4.8 See Gemplus documentation
5.4.9 a) The global customer identifier is all asterisks and will be deemed to
match all customers.
b) Any messages from the terminal to the client are sent via the-polling
system i.e. the Tandem host
5.4.10 a) The tariff file for the. client is searched for a match with the tariff code
b) The tariff code used in this search is either the code from a change
tariff command message (if one has been received) or the tariff code
held in the global tariff file on the card. The card can hold up to three
tariffs so the search through the tariff file on the terminal continues until
gither three matches are found of the end of file is reached.
3.4.11 See Gemplus documentation
5.4.12 a) See L&G documentation for complete list of customer card states.
Current system uses CC_STATE_LAST_IN_METER to determine if a
reversal is to be allowed
b) Implementation issue
$.4.14 The check is for equality'as only complete transactions can be reversed
5.5 a) See L&G documentation.
b) The certificate is noted inthe transaction file ready for sending to the
polling system.
5.6 See L&G documentation. L&G provided C routines to build into the
currant terminal application
Pisces Security
2.2.1 It is true to say that the T6T7 file, the MPOK key 2 and MPOK key 3 are
sent from the polling system to the terminals. The encrypted security
information is held in a file at the terminal. The statement re no data
being stored permanently on the terminals only refers to the APTs. The
decrypted security information is only held in RAM and is lost following
power loss. Two minutes is correct.
Nothing contained herein shall be deerned or construed as affecting existing contractual abligations
between ICL Pathway, the OSS and/or POCL.
YTO404TT.DOC 40f7
69 JUN °S? 14:57
FROM BA-POCL TERMINAL HSE TO
Schlumberger Smart Key
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23 Yes
4.2 a) Yes
b) Yes
c) Yes
43 Schlumberger fax them monthly
44 a) Implementation issue
b) Yes
5.2 a) Yes
b) Should only refer to one file
5.3 a) yes - both old and new structures are populated
b) Don't know - operating procedures
61 per client
6:3 a) Implementation issue
b) Implementation issue
c) Implementation issue
7.4.2 Implementation issue
7.45 Implementation issue
7.4.10 The terminal does save the current structure and compares the first 5
words with that read from the key
Nothing contained herein shal! be deemed or construed as affecting existing contractual obligations
between ICL Pathway, the DSS and/or POCL.,
YTO404TT.DOC Sof7
@39 JUN ’39? 14:58 FROM BA-POCL TERMINAL HSE
benefits
agency
To: M Purchase - PDA
J Murray - PDA
B Booth- PDA
S Woolley - POCL
G Siswick - POCL
J Holmes - ICL Pathway
A Morley - ICL Pathway
D Barton - ICL Pathway
J Bartholomew - ICL Pathway
H Gillett - ICL Pathway
BA/POCL PROGRAMME
Tol
From
ce
Pathway Release 2 and 3 Review Meeting (With POCL)
Please find attached the action points and notes from the Progress Review Meeting
No. 7 held on 8 May at ICL Pathway, Feltham
M Twidale
Planning & Performance Team
Programme Development Authority
M Twidale - PDA
D Brazear
J Meagher
M Renwick
GPalmer
13 May 1997
le shall he tema ov nntied as allecting cvisnny wniracinat obligations between ICL Pathway. the DSS andine HCL,
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@3 JUN *3S7 14:58 FROM BA-POCL TERMINAL HSE To:
1.0
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BA/POCL PROGRAMME
Subject : Pathway Release 2 and 3 Review Mceting (With POCL)
Action points and notes trom the Progress Review Meeting No.7 held on 8 May 1997
at ICL Pathway, Feltham
Present : M Purchase, J Murray, M Twidale, B Booth (PDA)
G Siswick. (POCL)
J Bartholomew, D Barton, J Holmes, A Morley, H Gillett (ICL Pathway)
Notes/Action Points of Pathway Release 2 & 3 Progress Review Meeting No.7
Notes from the meeting held on 1 May 1997
The Notes were agreed.
2.0 Outstanding Actions From Previous Mecting
AP Smart
AP1-2 CAR 555.000.0/] PDA responded on 4 April. With Pathway for sign-off
Status: John Dicks will be writing to confirm that this CAR is formally closed. -
action discharged.
Talexus
AP 3-2 D Barton to produce cost differential between Keybudget and Talexus by
12th May
Status: Pathway have produced the information which is with Pathway Finance
Director for clearance, To be provided by 12 May. - Subject to POCL confirmation of
receipt, action discharged
Landis & Gyr
AL 6-1 John Bartholomew to confirm whether any additional/supplementary
information required from Landis & Gyr
Status: Pathway confirm that no additional information required - Action discharged
as wiecting existing conteactial wulyations Uerwwen ICL Patlovay. the OSS andi PUCK
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@3 JUN ’39? 14:58 FROM BA-POCL TERMINAL HSE TO}
‘
BA/POCL PROGRAMME
Subject : Pathway Release 2 and 3 Review Meeting (With POCL)
Action points and notes from the, Progress Review Meeting No.7 held on 8.May 1997
at [CL Pathway, Feltham
Present : M Purchase, J Murray, M Twidale, B Booth (PDA)
G Siswick, (POCL)
J Bartholomew, D Barton, J Holmes, A-Morley, H Gillett.(ICL Pathway)
Notes/Action Points of Pathway Release 2’ & 3 Progress Review Meeting No.7
1.0 Notes from the meeting held on 1 May 1997
The Notes were agreed.
2.0 Outstanding Actions From Previous Meeting
AP Smart
API -2 CAR 555.000.011 PDA responded on 4 April. With Pathway for sign-off
Status: John Dicks will be writing to confirm that this CAR is formally closed. -
action discharged.
Talexus
AP 3-2 D Barton to produce cost differential between Keybudget and Talexus by
12th May
Status: Pathway have produced the information which is with Pathway Finance
Director for clearance. To be provided by 12 May. - Subject to POCL confirmation of
receipt, action discharged
Landis & Gyr
AP 6-1 John Bartholomew to confirm whether any additional/supplementary
information required from Landis & Gyr
Status: Pathway confirm that no additional information required - Action discharged
uhing eomtainad bercin shel be vleemed wv ennminvad ax aifecting existing contractual ailigaions between WC, Pathnay, the DSN ami MOCK,
HOKNNOTA DOC
@3 JUN 'S7 14:58 FROM BA-POCL TERMINAL HSE TO
AP Migration
AP 4-3 Pathway have requested to discuss their proposed solution on AP migration
with two or three POCL clients to ensure that the solution will work. B Booth to take
this forward with A Ward/ R Smethurst
Status: PDA have provided comments on the Strategy paper to Mark Fisk., Pathway
confirm that Release.2 will have the functionality to connect to all AP clients without
impacting on them..- Action discharged from this forum (development actions will be
managed via the Release 2 plan).
Pathway stated that at least onc AP clicnt will be cut over during the life of Pathway
Release 2.
AP 7-1 J Bartholomew/J Holmes to establish date by which the strategy must be
agreed
AP 4-4 Pathway asked if PDA could produce a ‘strawman' on the sequence of AP
Client cutover B Booth to progress
Status: As AP 4 - 3 above - .Action discharged from this forum (and will be managed
via the Release 2 plan).
AP 4-5 Pathway to produce data timings to HAPS to B Booth by 22 May
Status: Draft internal report duc 16 May, on schedule for 22 May - Action carried
forward
Mobile Configuration
AP 3-13 B Vaughan to check current activities to agree Mobile Configuration
solutions, and whut (if anything) needs to be agreed for Release 2 RCD.
Status: Jan Holmes and John Murray have discussed the current situation. J Murray is
setting Up a. teview of Pathway proposal which will be included in the Release 2 plan
- Action discharged
Cash Account/TIP
AP 4-9 tt was POCL understanding that from Release 2 Pathway would receive
cash account. mappings via POCL reference data to be used to generate the cash
account. POCL. is seekinje confirmation that this functionality is in Release 2 and
included in the RCD. J Bartholomew (o respond on cayh account issue by I May
AP 6-7 John Bartholomew to seek confirmation that functionality described as
deferred in the TIP AIS will be included in Release 2.
nai
atta
nine Wecein gal oe Germved or emptied ax affecting Cxining: eoniracval wbigatnors Lerween ICL Pathoeay. the BSS andi LOCK,
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@3 JUN 'S? 14:58 FROM BA-POCL TERMINAL HSE TO PAGE .818/7828
Status: John Bartholomew has discussed this with Ian Morrison and has suggested a
necting to take forward exactly what is required for Release 2.
AP7-2 J Bartholomew to arrange a meeting between relevant parties to cstablish
what is required for Release 2 TIP interface
Other
AP 6-2 John Murray and John Bartholomew to discuss/agree way forward for
reporting
Status: J Murray and J Bartholomew met on 6.May and’agreed to hold weekly
reviews focusing on plans, deliverables and exceptions - Action discharged
AP 6-3 PostShops - Stephen Woolley to check with POCL re any requirement for
additional functionality in Release 2
Status: B Booth explained that if this was not to be included in Release 2 then it
needs to be listed as a Release 2 exclusion (as SADD.defines additional functionality
over.and above that of ECCO+) - Action carried forward
AP 4-1 Broadcasts - G Siswick to ensure D Waltho actions any change on CAR date
for Broadcasts
Status: Broadcasts was being looked at within POCL.4s part of a larger project
tooking at messaging. Action carried forward
AP 6-4 John Murray to discuss with Michael Purchase and Pathway to take
forward with a view to signing off agreed plan by ‘end of May
Status: Within PDA Michael Purchase will focus on the process for agreeing the
RCD documents, Wheréas John Murray (with John Bartholomew. Pathway) will focus
on plans for delivery - Action discharged
AP 6- 5 - John Murray to check with Bill Kerr ta ascertain who in POCL received
v0.5 for review.
Status: PDA needs to be aware who is receiving documents for review. There is a
QR process within PDA, the use of which may need tobe reviewed - Action
discharged
AP 6-6 A Morley to update the New Business Plan and issue to Mike Twidale for
circulation - Action discharged
2.0 Status of Pathway Relcasc 2 Contents Description
V0.5 had been issued to sponsors for review. The Pathway deadline for responses
from PDA was midday 12 May. Michael. Purchase would chase responses and would
Dodhiny cumaned heseio shall be dewey ov symsted we alTectny exislag comiracet wbligatinns Netwees (C1 Pallmay, the DSS andr POC
AMINA. DOC
@3 JUN "S7 14:59 FROM BA-POCL TERMINAL HSE TO!
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set up separate meetings with Pathway w/c 12 May to take forward clarification of
responses for different areas as required.
The original date for agreeing the RCD was 30 April, but Pathway foresaw no knock-
on effects of not having reached agreement by this date.
Pathway were informed that PO IT services were able to provide technical
consultancy resource on Smart products if required/requested. .
4.0 Progress Against New Business Plan
Andy Morley explained that although there has been some movement against the base
dates.in the plan, the end dates remained within the timeframe for end June cut-off.
Graham Siswick explained that a BRD for a generic banking product has been
formally submitted and will need to be included in the plan. '
AP 7-3 A Morley to speak to.B Booth/D. Barton re additions to New Business Plan
AP 7-4 A Morlcy to discuss with J Bartholomew the inclusion in plan of
checkpoints (eg for CR’s) to mect design-freeze milestones. and an appendix of"
release dependent CRs to be used to monitor progress.
AP7-5 G Siswick to establish with D Waltho/M Rego who will be POCL New
Business Board representative
Date of Next Meeting
Next meeting will be held on Thurs 15th May, 15.00 - 16.00 in the Boardroom, ICL
Pathway, Feltham to review New Business Plan and'RCD progress...
Nothing cavasined herein shal be deowed or sine a9 allots csinting eontracial oltfiations Ueterar ICL Palvway. the DSS andi POCL,
MQM INO?A. DOC.
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Centro] over Delivery of Authorities Responsibilities
I hereby agree that the deliverable(s) attached meet to
my satisfaction all the obligations contained in the
following Contractual Authority Responsibility(s),
Number (s) :
315 000 008
. . . .
These deliverables are either
1) described below = ....-... (please tick
and/or /
2) attached to this document...%....
Nothing contained herein shall be deemed or construed as
affecting existing contractual obligations or creating
new contractual obligations between ICL Pathway, the DSS
and/or POCL.
i\ar-s\arsignoft
@3 JUN
»
9?
14:59
FROM BA-POCL TERMINAL HSE
Réq 915 Requirement 915
Implementation - Service Level Agreement:
Training Services .
1. INTRODUCTION
This requirement documents the training
requirements and key measurables that shall be
used to assess the effectiveness of the
training Service as a whole.
2. TRAINING SERVICES
2.1. General
The training provided shall enable AUTHORITIES’
staff or Agents to achieve acceptable standards
in key competencies in the use of the Services.
The Training Services shall incorporate the
development design and delivery of agreed
training events and support materials.
2.2. Specific Responsibilities
CONTRACTOR
(a) Design of training events;
(by) development of training materials (day to
day and maintenance); .
(c) delivery of training:
. to delegates (as appropriate) ;
. to trainers;
{d) communication of training activity:
. to delegates;
. to AUTHORITIES;
° to POCL Regions;
. to DSS District Offices;
(e) management of training processes:
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. training plans;
. call up notices;
. gite selection and preparation;
. provision of appropriate Equipment;
(£) management information (training) :
. provide defined reports on training
completed for agreed periods;
(g) Attend regular training review meetings;
(h) Identify improvement to training Services.
POCL
(a) Consider and once it has agreed sign off
CONTRACTOR’s training proposals and
processes;
a (b) monitor and review performance;
ing review meetings: “
(c) attend regular tr
(a) identify improvements to training Services.
3. KEY MEASURABLES
3.1. Timeliness
Training courses shall be available within ten
(10) POCL Core Days notice being provided by
POCL.
Training shall not be delivered more than five
(S) POCL Core Days before live usage of the
Service Infrastructure or the relevant Service
by delegates.
3.2. Quality
Trainees’ satisfaction with the training venue
shall be measured by a training satisfaction
questionnaire and shall achieve not less than
85% satisfaction.
@3 JUN
3?
12
13.
14.
15.
16.
17.
18.
19.
15:86
FROM BA-POCL TERMINAL HSE
The training shall have received a positive
rating of not less than 95% as a result of a
training measurement questionnaire.
3.3. Cycle Time
Training shall take no longer than the
timescale specified by the CONTRACTOR in their
solution to requirements 531 and 534 to enable
delegates to achieve the required standard of
competence. .
3.4. Contingency / Disaster Recovery
Notification of course cancellations shall be
issued at the earliest possible time . A
minimum of forty eight (48) hours notice must
be provided for 98% of cases.
The CONTRACTOR shall cancel no more than 2% of
courses.
When a designated training site becomes
inoperative. the CONTRACTOR shall make an
alternative available and functioning within
(approximately five days) to enable
continuation of the training plan.
3.5. Data Accuracy and Integrity
There shall be no degradation to any
Transaction data in the live Service
Architecture as a result of accessing localised
training packages.
Training course content shall have no factual
errors at the time of release.
3.6. Competence levels
The training Services provided shall ensure
that 95% of trainees on completion of the
training shall be able to demonstrate
achievement of the agreed level of competence,
which shall reflect a score of 90% for
knowledge related areas for transactions and
the operating platform.
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@3 JUN ’S7 15:86 FROM BA-POCL TERMINAL HSE To
20.
21.
22.
23.
24.
258.
26.
Competence levels shall be measured by the
CONTRACTOR for delegates to second level of the
Kirkpatrick model utilised by POCL.
4. COMMUNICATION
Delegate performance feedback shall be provided
by the CONTRACTOR for each person attending a
training course.
Regional offices shall be provided by the
CONTRACTOR with a status report on delegates
whose attainment level of the key competencies
for their user group is below the agreed
standard within five (5) days of training
completion.
Trainees shall receive call up papers one (1)
month prior to proposed date of training.
Call up notices shall provide options as to
days and times of attendance for training.
5. MONITORING TRAINING SERVICES
The CONTRACTOR shall supply information to POCL
in the agreed format which identifies actual
performance against the key measurables stated.
6. TRAINING REVIEW MEETINGS
Review meetings shall be held on a regular
basis to be agreed by the Drop Down Completion
Date.
Operational Trial fortnightly
First 6 months live monthly
running
From 7 months to 18 quarterly
months
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PAGE .824/828
After 18 Months ad hoc or emergency review
meetings may be called by
either party.
Note : Meetings timing shall be subject to
agreement. These are only indicators.
7. ESCALATION PROCEDURES
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@3S JUN 'S7 15:68 FROM BA-POCL TERMINAL HSE To
27. Failures in Service Levels shall be managed and
rectified between the nominated SLA managers of
POCL and the CONTRACTOR whenever possible.
28. Issues which cannot be rectified shall follow
the agreed escalation path as detailed in
Clause 807.
8. CHANGE MANAGEMENT
29. Permanent variations to the agreed Service
Levels and or the training Sexvices provided
shall be progressed through the standard Change
Control Procedure.
9. TRAINING SERVICE SLA :-MANAGEMENT
30. This SLA shall be managed on a day to day basis
by:
(a) The XXXXXXXXXXXXXX Manager for BA/POCL;
(b) The XXXXXXXXXXKXKK Manager for CONTRACTOR.
31. The SLA shall be managed within the overall
framework of Schedule A04 of the POCL
Agreement .
Acc_crit 91S (1) - Test - ¥
Description - This requirement documents the
training requirements and key measurables that
shall be used to assess the effectiveness of
the training service as a whole
915 (2) - Test - Y
. Description - The training provided shall
enable AUTHORITIES staff or Agents to achieve
acceptable standards in key competencies in the
use of the services. : .
915 (3) - Test - ¥
Description - The training services shall
incorporate the development design and delivery
of agreed training events and support
materials.
915 (4) - Test- ¥
Description:
Specific Responsibilities - CONTRACTOR
Design of Training events;
development of training materials (day to day);
delivery of trainin
a) to delegates
b) to trainers;
communication of training activity:
@3 JUN
‘37
15:88
FROM BA-POCL TERMINAL HSE To
a) to delegates
b) to AUTHORITIES;
¢) to POCL regions
d) to DSS district offices
“ management of training processes:
a) training plans;
b) call up notices
c) site selection and preparation ;
a) provision of appropriate equipment;
management information (training)
a0 provide defined reports on training
completed for agreed periods;
Attend regular training review meetings;
Identify improvement to training services,
915 (S) - Test -¥
915 (6)
g1s (7)
Description -
Specific Responsibilities - POCL
;Consider and once it has agreed sign off
CONTRACTORS training proposals and processes
monitor and review performance;
attend regular meetings:
identify improvements to training services.
- Test - ¥
Description - Training schedules shall be
available within ten (10) POCL core days notice
being provided by POCL. .
- Test - ¥
Description - Training, shali not be delivered
more than five (S) POCL core days before live
usage of Service Infrastructure or the relevant
service by delegates
915 (8) - Test - Y
915 (9)
915 (10)
915 (11)
915 (12)
915 (13)
Description - Trainees satisfaction with the
training venue shall be measured by a training
satisfaction questionnaire and shall achieve
net less than 85% satisfaction.
- Test -Y
Description - The training shall have received
a positive rating of not less than 95% as a
result of training measurement questionnaire.
- Test - ¥
- Description - Training shall take no longer
than the time scale specified by the CONTRACTOR
in their solution to requirements 531 and 534
and enable delegates to achieve the required
standard of competence.
- Test _¥
-Description - Notification of course
cancellations shall be issued at the earliest
possible time. A minimum of forty eight (48)
hours notice must be provided for 98% of cases.
- Test - ¥
- Description - The CONTRACTOR shall cancel no
more than 2% of courses.
- Teste - ¥
- Description - When a designated training site
becomes inoperative the CONTRACTOR shall make
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PAGE .8267828
¥
a
an alternative available and functioning within
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‘23 JUN 'S7 15:88 FROM BA-POCL TERMINAL HSE To PAGE .8277828
(approximately five days) to enable
continuation ef the training plan.
915 (14) - Test - ¥
- Description - There shall be no degradation
in any Transaction data in the live Service _
Architecture as a result of accessing localised
training packages.
915 (18) - Test - ¥
~ Description - Training course content shall
have no known factual errors at the time of
release:
915 (16) - Test - ¥
- Description - The training service provided
shall ensure that 95% of trainee’s on
completion of training chall be able to
demonstrate achievement of the agreed level of
competence, which shall reflect a score of 90%
for knowledge related areas for transactions
and the operating platform.
915 (17) - Test - ¥
- Description - Competence levels shall be
monitored by the CONTRACTOR for delegates to
second level of the Kirkpatrick model utilised
by PocL
915 (18) - Test - ¥
. - Description - Delegate performance. feedback
shall be provided by the CONTRACTOR for each
person attending a training course.
915 (19) - Test -¥
- Description - Regional offices shall be
provided by the CONTRACTOR with a status report
on delegates whose attainment level of the key
competencies of their user group is below the
agreed standard within five (5) days of
training completion.
915 (20) - Test - ¥
+ Description - Trainées shall receive. call up
papers one (1) month prior to the date of
training.
915 (21) - Test - ¥
- Description - Call up notices shall provide
options as to days of attendance for training.
915 (22) - Test - ¥
- description - The CONTRACTOR shall provide
information to POCL in the agreed format which
identifies actual performance against the key
maasurables stated.
915 (23) - Test ~ ¥
- Deseription -
Review meetings shal] be held on a regular
basis to be ‘agreed by the drop down completion
date.
Operational trial fortnightly
First six months live running- monthly
From 7 months to 18 months - quarterly
After 18 months - ad hoc or emergency review
meetings may be Called by either party-
91S (24) ~ Test ¥
- Description - Failures in service levels
shall be managed and rectified between the
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@9 JUN '97 15:01 FROM BA-POCL TERMINAL HSE TO i.
maatings may be called by either. party.
91S (24) - Test Y
- Description - Failures in service levels
shall be managed and rectified between the
nominated SLA managers of POCL and the
CONTRACTOR whenever possible.
915 (25) - Test -¥
~ description - Issues which cannot be
rectified shall follow the agreed escalation
path as detailed in clause, 807.
915 (26) - Test -¥
-Description - Permanent variations to the
agreed device levels and or. the training
services provided shall be progressed through
the standard Change Control Procedure.
915 (27) - Test -¥
- Description -
This SLA shall be managed on a day to day basis
by:
a) The XXXXXXXXXXXXXXX Manager for BA/POCL
b) The XXXXXXXXXXXXXXX Manager for the
CONTRACTOR.
915 (28) - Test -¥
+ Description - The SLA shall be managed within
‘ the overall framework of schedule AO4 of the
POCL Agreement.
xe TOTAL PAGE.82B **
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@9 JUN '87 14:55 FROM BA-POCL TERMINAL HSE
oe
benefits
agency FACSIMILE
To: :
MR BDides
Fax Number:
Telephone Number:
From: Waren Se.
BA/POCL Programme Delivery Authority,
3rd Floor,
Terminal House,
52 Grosvenor Gardens,
London SW1W OAB.
DSS Courier: London BA/POCL
Date: A-6-4R
Time:
Number of Pages: 26
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