FUJ00058495
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ICL Pathway 100 Trial Surveys Report Ref: IM/REP/029
Version: 2.0
Date: 04/03/98
Document Title: 100 Trial Surveys Report
Document Type: Report
Abstract: This report details the results of the 100 offices surveyed to
analyse the impact of new options for preparing the post offices
for the national rollout.
Status: Report
Distribution: ICL POCL
John Bennett Dave Miller
Terry Austin Bruce McNiven
Tony Oppenheim Keith Baines
Liam Foley Mena Rego
Mike Coombs Douglas Craik
Barrie Davies Andy Jones
Bob McDermott Mike Hauxwell
Mark Fisk
Library
Prepared by: Barry Hancill / Billy Herd
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© 1998 ICL Pathway Ltd Page 1 of 24
FUJ00058495
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ICL Pathway 100 Trial Surveys Report Ref: IM/REP/029
Version: 2.0
Date: 04/03/98
0 Document control
0.1 Document history
Version Date Reason
1.0 02/03/98 Report issued
2.0 04/03/98 Qualifying terminology used throughout the document
0.2 Release authority
Barrie Davies Implementation Manager
Name Position Signature Date
0.3. Associated documents
Reference Version Date Title Source
IM/REQ/005_— 1.0 24/02/98 Horizon Counter Infrastructure Rollout - M. Fisk
Survey Requirements Specification
0.4 Abbreviations
WTple Workplace Technologies ple
0.5 Changes in this version
Second issue qualifying terminology used throughout the document.
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0.6
Table of content
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5.3 Stands...
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7.1 Result of the review of additional options .0.............c.cccecesseseeseeseeteseeseesneeeeeees 15
7.2 Flat Screen MOmitor .............ccccseessseessseessseessesssseesseeeesneesssneesneesseneeneeesneessseeesnee 15
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7.5 Expanding the Reach Parameters..............::s:ecssssesseesseesneesesseesseesreesneeseenvenseess 16
7.6 Self Inking Date Stamps .............cscseesessecsessesseseesesseesesseeeeseereeeesresesneseeseeneeeeases 16
8. Other Findings 00.2.0... eeeeseees sess eeseeeseeeseesseeeeesseeseeeseeeeesseseneseneeseeeeeetesseesteeseeeeeeseeeees 16
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ICL Pathway 100 Trial Surveys Report Ref: IM/REP/029
Version: 2.0
Date: 04/03/98
1. Introduction
The post implementation review of Horizon in the release 1b post offices, undertaken
by POCL, suggested that certain Horizon components were not most efficiently
located for frequent and repetitive use. As a result POCL commissioned an ergonomic
study of the Horizon equipment in use at certain post offices in the South West
Region and from this review provided parameters to ICL Pathway to be used when
installing equipment.
As it was unknown whether this change would have a material effect on the cost of
preparation work, a joint effort has been undertaken to survey 100 outlets following
the new parameters. This report provides a breakdown of the results into the following
categories:
¢ standard office preparations
e standard office preparations with stands or shelves
© office modifications (re-survey for screen/counter modifications)
¢ no solution offices
¢ impact of additional options
In addition this report covers any other issues that have been raised during this
exercise.
2. Scope
The 100 post offices visited have been specifically chosen as a representative sample
of the POCL estate. 80 were chosen from the offices currently operating the Horizon
platform (Live offices). The remaining 20 represent the larger branch offices and those
already with automation i.e. ECCO outlets.(New offices) !
For the purpose of this exercise it has been assumed that we are visiting the office for
the first time. The prices quoted reflect the total cost incurred to prepare the office in
accordance with the ergonomic parameters and where necessary, previous
documentation has been reviewed to determine the extent of work already undertaken.
If previous work is part of the proposed solution the associated cost is included in the
total office cost. Where it is not it is excluded.
I 4 offices were excluded from the Release 1B rollout as the cost of office modification was too great.
This means that the most expensive offices to prepare are missing from the 80 sampled. The average
cost of preparing these 4 offices was £4186.27 before the ergonomic parameters were imposed.
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For example, in the majority of offices the cost of Image monitor stands have been
removed as they will become redundant when the final solution is implemented. In
offices where they will be utilised for another purpose, the cost has been included.
Likewise, it should not be assumed that the costs associated with the 80 existing
offices reflect the cost of upgrade to the ergonomic standard. In some instances extra
costs will be incurred in rectifying work already undertaken.
The cost of resurvey visits have been included where appropriate.
The Site Survey Requirements document, (Ref. [1]) was modified to reflect the
parameter changes and this together with the survey and resurvey processes were
agreed by both parties prior to the surveys taking place. In addition five different types
of monitor / keyboard stands, some of which are still undergoing ergonomic
evaluation, were considered. For all outlets that required a re-survey or offices, where
no solution could be found, the following additional options were considered:
¢ POCL approved seating
¢ a flat screen monitor
¢ extension of the reach parameters defined in the ergonomic study
The use of a separate smart card reader was to be considered but this was discounted
during discussions on agreeing the Site Survey Requirements document as its use
created further operational difficulties.
The impact of using these additional options is covered in section 7.
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3. Management Summary
Of the 100 offices surveyed, 18 were classified as no solution offices. With an estate
of 19,088 offices (excluding Cash Remittance Units) this would equate to 3,435
offices nationally.
For the remaining 82 offices costs have been split into:
¢ Site preparation costs including stands - Cost X
e Additional costs - Cost Y
¢ Additional electrical costs - Cost Z
Cost apportionment to allow the compilation of summary costs is defined in Appendix
A, but it is understood that reapportionment of some costs may take place following
joint discussions.
No of offices Cost X (£) Cost Y (£) Cost Z (£) total cost (£)
82 93,165.17 75,515.54 4,702.81 173,383.52°
This gives an average cost per office of:
Cost X (£) Cost Y (£) Cost Z (£) total cost (£)
1,136.17 920.93 57.36 2,114.46
By subtracting the no solution offices from the total estate of 19,088, the remainder of
the estate which could be modified to accept Horizon is 15,653. This would give a
total cost of:
No of Cost X (£) Cost Y (£) Cost Z (£) total cost (£)
offices
15,653 I 17,784,469.01 I 14,415,317.29 I 897,856.08 33,097,642.38
? The resurvey cost for the 18 no solution offices are not included in this figure. If the costs had to be
charged for 18% of the estate, the figure would be significant.
> An error was found in the calculation of cost at I office. There were 2 offices with similar name and
FAD code and joinery costs were included for both. The error totalling £1,011.23 has resulted in a
reduction of £234,782.40 over the estate of 19,088 offices.
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Recognising the inherent complications with this argument, propagating the average
cost across the whole estate would yield the following figures:
No of Cost X (£) Cost Y (£) Cost Z (£) total cost (£)
offices
19,088 21,687,212.96 I 17,578,711.84] 1,094,887.68] — 40,360,812.48
Costs quoted exclude Value Added Tax.
There has been no contingency allowed for any inconsistencies in the sample chosen.
No allowance has been made for any potential savings which could be expected from
competitively tendering for the shopfitting work.
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4. Surveys
4.1 The survey teams
Due to the tight timescales involved in providing this report it was necessary for the
survey and resurvey processes to be conducted in a single visit.
The survey teams consisted of a Pathway surveyor with responsibility for completion
of the survey process, and a POCL surveyor to consider counter and screen
modifications where a resurvey was necessary. It was also felt that joint attendance
provided a check and balance to the process and would reduce the chance of solutions
being more involved than absolutely necessary.
It should be noted that neither attendees were qualified joiners and as a result some
solutions proposed could later be found to be either more expensive than estimated, or
impractical to achieve. Similarly there were some solutions which involved relocating
safes within the secure area of the Post Office. The prices quoted for this task covers
the cost of moving the safe. Any additional costs relating to structural work to
strengthen floors has not been included.
4.2 Training
All but one surveyor had no previous experience in conducting surveys on Post Office
premises. A one day training course for both ICL and POCL staff was conducted at
ICL Kidsgrove. It was felt by both parties that with the amount of information to be
conveyed, a 3 day training course would need to be undertaken by any Surveyor
involved in the National Rollout.
To supplement the training given, the survey teams were accompanied for the first 3
days by managers from within both ICL Pathway and POCL, to ensure that the
process was understood and adhered to.
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4.3 Survey review
Every completed survey pack was reviewed on receipt and checked to ensure
compliance to the ergonomic parameters. It was then categorised as detailed in the
following section, and costings obtained from the following sources:
Work involved
Action
Joinery work
Referred to WTplc for quotation.
Screen modifications
Referred to POCL to cost screen parts.
Referred to WTple for labour quotation.
Relocating safes
Referred to POCL for quotation.
Relocating alarm circuits
Referred to POCL for quotation.
Electrical work
Costings supplied by WTple
As the process used by the Surveyors for considering monitor and keyboard stands
was based on the size of counter and did not consider the purchase price of the stand,
the review also considered whether there was a more cost effective solution where
stands were utilised. The prices quoted in this document reflect this reduction.
It should be noted that the estimates of joinery work were based on the narrative
reports provided by the Surveyors. The actual prices quoted may have to be revised
once a formal joinery survey is undertaken.
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5. Results of the Survey
5.1 Outlet Categories
The results of the surveys have been broken down into the following categories:
¢ Category A - offices which can be installed without any modifications. No
tesurveys required.
e Category B - offices that require the provision of items such as shelves and stands.
No resurveys required.
¢ Category C - offices that require modifications to the counter, which includes
screen, parcel hatch and joinery modifications. In all cases a resurvey is required.
e Category D - offices where either no solution could be found or the proposed
solution was unacceptable to the postmaster.
Category Live Offices New Offices Number of counter Total
positions
A 1 2 17 3
B 23 10 105 33
[e 42 4 91 46
D 14 4 43 18
The X, Y & Z costs that are attributable to Categories A, B & C are shown in a matrix
at Appendix A.
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5.2 Cost Breakdown
Preparation costs per office are as follows:
No of No of Average Cost X I Average Cost Y I Average Cost Z
Counters Offices per office (£) per office (£) per office (£)
1 30 685.97 656.19 80.81
2 24 791.24 1,031.41 NIL
3¢ 15 1,647.51 1,633.30 25.32
4 3 1,619.86 811.19 NIL
5 2, 2,173.62 1,077.70 NIL
6 1 2,210.19 NIL NIL
7 2 2,414.53 168.85 189.87
8 4 2,588.37 305.81 284.81
16 1 2,284.11 426.60 379.74
Preparation costs per counter are:
No of No of Average Cost X I Average Cost Y I Average Cost Z
Counters Offices per counter (£) I per counter (£) I per counter (£)
1 30 685.97 656.19 80.81
2 24 395.62 $15.71 NIL
34 15 549.17 544.44 8.44
4 3 404.97 202.80 NIL
5 2 434.73 215.54 NIL
6 1 368.37 NIL NIL
7 2 344.94 24.13 27.13
8 4 323.55 38.22 35.60
16 1 142.76 26.67 23.74
‘ The average cost of 3 counter positions may appear skewed as I office required the counter replaced
with an SP2000 counter at a cost of £19,755.84. The figure has however been included as its exclusion
would skew the overall cost of upgrading the estate.
4 See above.
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The total cost per office type for each Region is as follows:
North East
Office I No of Cost X Cost Y Cost Z Total
type ICounters (£) (£) (£) (£)
ISPSO 38 35,194.96 29,685.65 250.09 65,130.70
IMSPO 3 6,297.74I 1,292.33 379.74I 7,969.81
BO 2 4,925.71 764.30 759.48} 6,449.49}
FPO 1 2,706.01 139.10 379.74I 3,224.85
44 49,124.42) 31,881.38 1,769.05
South West
Office I No of Cost X Cost Y Cost Z Total
type _ICounters (£) (£) (£) (£)
ISPSO 33) 33,372.29 25,202.96 2,554.02 61,129.27
IMSPO 2 3,713.03 18,253.00 NIL 21,966.03
BO 3 6,955.43 178.20 379.74 7,513.37
FPO 0 NIL) NIL NIL} NIL}
38 44,040.75 43,634.16] 2,933.76}
This gives a national average per office type of:
Average Cost Per Office
Office I No of Cost X Cost Y Cost Z Total
type ICounters (£) (£) (£) (©)
ISPSO 71 965.74 773.08) 39.49 1778.31
IMSPO 5 2,002.15 3,909.07) 75.95 5987.17
BO 5 2,376.23 188.50) 227.84 2792.57I
FPO 1 2,706.01 139.10 379.74) 3,224.85)
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5.3 Stands
In addition to the shelves used to date, the survey also considered the following types
of stands.
1. “Flipper / Kidsgrove” - a combined monitor and keyboard stand which reduces the
footprint by raising the monitor over the keyboard. Estimated cost £64.5
. “Dublin” - a combined monitor and keyboard stand which reduces the footprint by
holding the keyboard under the screen in a sliding drawer. Estimated cost £76.
. “Hodnet” (keyboard) - a keyboard shelf which allows the keyboard to extend over
the edge of the counter. Estimated cost £19.
. “Hodnet” (printer) - similar to the keyboard version but designed to hold the
counter printer over the edge of the counter. Estimated cost £18.
5.4 Utilisation of Stands
Category No Used No of Offices
Flipper /Kidsgrove 20 By}
Dublin a5) 26
Hodnet (Keyboard) 28 15
Hodnet (Printer) 4 4
It should be noted that stands were required in 50% of the offices visited. If these
devices were not available the majority of offices would require major modification.
The Dublin stand proved popular in offices where extending the counter depth would
obstruct the cash drawer. It must be noted however that the use of this stand could
increase the time taken to complete transactions as access to the drawer is restricted
while the keyboard is being used and vica versa.
6. No solution offices
There were 18 offices where no solution could be found to enable the Horizon system
to be installed according to the ergonomic parameters. These are covered in detail in
Appendix B and have been categorised into 4 groupings as follows:
5 The cost of a flipper stand has been estimated as the same price as a Kidsgrove stand. This is because
the actual cost of the flipper stand would be based on the quantity ordered. There is a high tooling up
cost of around £40,000, The cost of production is relatively inexpensive. A formal quotation will be
obtained based on the result of this exercise. If the cost exceeds £64 per unit the flipper stand will be
dropped in favour of the Kidsgrove stand.
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1. SP counters - As far as could be determined from the survey results, 5 SP counters
were identified within the 100 offices. 4 had to be categorised as no solution. SP
counters are the latest type of counter to be installed in offices. It is of a modular
design and is intended to provide sufficient space for computer equipment.
Deficiencies have however been identified in installation as follows:
e It has been found that in some offices where space is limited, the modular unit
between each serving position has not been fitted. This means that more serving
positions can be accommodated, but there is little room to locate computer
systems.
¢ The depth of SP2000 counters has been set at 620mm to match the physical size
of the keyboard and monitor. The operational depth of the keyboard and monitor
with one directly in front of the other is 695mm. This means that unless
sufficient width is available between serving positions a monitor stand will have
to be employed to position the equipment. Even if sufficient width is available,
its use can be constrained by the reach radius of 650mm from the centre of the
serving position.
© 2 offices had SP2000 counters installed at a height of 1030mm. With the depth
restriction of 620mm a monitor stand was essential to extend the depth but due
to the height limit of 1320mm the only possible solution was to use Hodnet
keyboard stands. This would however have impeded access to cash drawers.
2. Ergonomics - 4 offices were found to be in this category. The ergonomics report
stipulated maximum and minimum heights for positioning Horizon equipment. It
also detailed the maximum distance that frequently used items should be from the
user. There were 3 offices where the computer equipment could be positioned
within the counter area if this restriction was increased to 695mm or extended
beyond the current restriction of the edge of the counter.
1 office could have been satisfied by the provision of flat screen monitors.
3. Community Offices - There were 2 offices within the sample where the Horizon
equipment was located in the Living Room of a house. It has already been
identified that separate guidelines need to be provided in these circumstances.
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4. Unacceptable solutions - There were 8 offices where the proposed solution was
unacceptable to the postmaster and alternative solutions could not be found without
breaching the ergonomic constraints. The key issues which prevented agreement
were:
e Encroachment into personal space.
e Encroachment into Retail space.
e Insufficient space to cater for the number of serving positions being
used.
7. Additional Options
7.1 Result of the review of additional options
The results of the review were as follows:
Option Number of counters Number of Offices
Flat screen monitor 15 10
Seats 0 0
Extended Reach 4 2
Expanded Reach 3 1
Self Inking Date Stamps 0 0
7.2 Flat Screen Monitor
The use of a touch screen monitor reduces the operational depth needed. Our
suppliers have identified a monitor which reduces the depth from 365mm to 200mm.
However this monitor is slightly higher and wider than the standard monitor.
Our review identified only 10 offices that would benefit from the use of the new
monitor. At 3 of these offices, the only saving was the cost of using a Dublin stand.
The total cost for the 10 offices which could be offset against the cost of providing flat
screen monitors was £6,315.37 (See Appendix C)
The additional cost of £250 per flat screen monitor would have to be met from the
above figure.
In addition development, testing and integration costs would be incurred which would
be passed on to the customer.
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7.3 Seats
It was proposed that by using POCL approved seating the operators body could be
raised to allows the centre of the monitor screen or the top of the operational height of
the equipment to be raised to 1410mm from the floor. (Without a chair the maximum
height from the floor is 1320mm).
There were no offices which were found to benefit from this option. In the smaller
offices there was insufficient space to locate a chair. In the larger offices, chairs were
already provided or there was already sufficient counter space available.
7.4 Extending the Reach Parameters
The offices in question were no solution offices and as such the issues are detailed in
section 6.
7.5 Expanding the Reach Parameters
This office was also a no solution office and is covered under section 6.
7.6 Self Inking Date Stamps
There were no occasions where the provision of self inking date stamps saved space
as the postmaster would include these items in his working space area.
8. Other Findings
e In 9 of the 20 new offices the number of counter positions differed from the figures
supplied. At 8 offices the requirement increased, at 1 it reduced. The net increase
was 9 counters i.e. the total number of counters increased from 104 to 113
e There was a large variation in the amount of working space demanded by certain
postmasters. Unless a procedure is put in place to ensure that this is kept to a
minimum, there could be a large number of screen alterations forced on us due to
individual postmaster preferences.
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Appendix A - Matrix of applicable cost types against site category.
Preparation
Category A xX Y Z
Survey Electricity Board TT Earthing <20m
Tail Connection
Standard New Distribution TT Earthing 20m-
Board (over 10,000
offices)
40m
New Distribution
Board (upto 10,000
offices)
SWA Distribution
Board >40m
Henley Block
Grommet Hole
Cover
Earth Bonding
<20m
Earth Bonding 20-
40m
Equipment Bonding
- Counter
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Category B x Y Z
Survey Electricity Board TT Earthing <20m
Tail Connection
Standard Alarm Moves TT Earthing 20m-
Preparation 40m
New Distribution Safe Relocation SWA Distribution
Board (upto 10,000 Board >40m
offices)
Henley Block
New Distribution
Board (over 10,000
offices)
Non Standard
Electrical Works
Scale Shelf - Secure
Side
Non Standard
Electrical Works
Scale Clips
Scale Shelf -
Customer Side
Grommet Hole
Cover
Monitor Stands
Standard Drawer
Modifications {a}
Earth Bonding
<20m
Earth Bonding 20-
40m
Equipment Bonding
- Counter
Standard
Equipment Shelves
Ie}
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Category C x Y Z
Survey Electricity Board TT Earthing <20m
Tail Connection
Standard Alarm Moves Earthing 20m-40m
Preparation
New Distribution
Board (upto 10,000
offices)
Safe Relocation
SWA Distribution
Board >40m
Henley Block
Screen
Modification
(Parts/Labour)
Monitor Stands
Counter
Modification
(Parts/Labour)
Scale Shelf - Secure
Side
Re-Survey Costs
Scale Clips Non Standard
Drawer
Modifications {b)
Scale Shelf - New Distribution
Customer Side Board (over 10,000
offices)
Grommet Hole Non Standard
Cover Shelving (a)
Standard Drawer
Modifications fal
Non standard
electrical work
Earth Bonding
<20m
Earth Bonding 20-
40m
Equipment Bonding
- Counter
Standard
Equipment Shelves
lel
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Category D x Y Zz
Survey
Re-Survey costs
[a] Standard drawer modifications apply to work carried out to facilitate cable runs to existing standard
counters.
[b] Non standard drawer modifications covers the movement/alteration of drawers following counter
changes.
[c] Standard equipment shelving encompasses shelving that can be fitted by an electrician.
[d] Non standard shelving is custom shelving which has to be fitted by a joiner.
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Appendix B - Category D Sites
SP Counters
FAD Code
Outlet Name
Issue
201328
324511
190504
175329
Belford
Warmley
Midsomer
Norton
Benwell
SP2000 counter. Insufficient space for 2
counter positions.
New SP2000 counter. 3 counter positions.
Counter height 1030mm, depth 620mm.
Equipment cannot be fitted within reach
parameters. Possible solutions are to lower
counter to enable monitor stands to be used,
increase counter depth to enable equipment to
fit front to back, or increase reach radius to
695mm.
SP2000 counter. 4 counter positions. Counter
height 1030mm, depth 600. Equipment could
be positioned using Hodnet stands, but
unacceptable to SPMR. Dublin stands would
be accepted by SPMR but counter height would
have to be lowered.
4 counter position office but imminent change
to an SP2000 counter with 3 counter positions.
Insufficient space to accommodate 4 systems.
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Ergonomics
FAD Code
Outlet Name
Issue
211328
175511
245329
192503
Lesbury
Brentry
Grange Park
Moorfields
Insufficient space for single counter position.
SPMR will not permit encroachment into retail
space. Extending the reach radius to allow the
SPMR to turn to his left to operate the system
would resolve the issue.
Insufficient space for 3 counter positions.
Standard counter with peninsular units at each
position. Equipment could be fitted following
extensive joinery work if the reach radius was
extended beyond 180 degrees.
Insufficient space for 3 counter positions.
Could be resolved by counter / screen
modifications if reach radius was increased to
695mm.
Insufficient space for 3 counter positions.
Counter / screen modifications would not
improve the situation. Flat screen monitors
would resolve.
Community Offices
FAD Code I Outlet Name I Issue
173328 Netherwitton Community Office. Equipment located in
Living Room.
192328 West Duddo Community Office. Equipment located in
Living Room.
COMMERCIAL IN CONFIDENCE,
Page 22 of 24
ICL Pathway
FUJ00058495
FUJ00058495
100 Trial Surveys Report Ref; IM/REP/029
Version: 2.0
Date: 04/03/98
Unacceptable solutions
FAD Code
Outlet Name
Issue
306329
156504
188328
240523
206511
324523
254523
222511
Otterburn
Bathwick St
Swarland
Westgate St
Danby House
Whitehall
Primrose Hill
Greystoke Ave
Screen modifications could be undertaken but
SPMR will not accept the counter printer being
between the 2 speech units or any
encroachment into his retail space.
An acceptable location for the office printer
could not be agreed as the SPMR’s preferred
location was higher than the maximum height.
Space was available below the counter but
could not be used as it was reserved for his
dog.
Counter / screen modifications could be
undertaken but would encroach on retail space.
Counter / screen modifications could be
undertaken. SPMR content with current layout
but ergonomic parameters are being breached.
Counter / screen modifications could be
undertaken but SPMR will not accept the
equipment being installed on the left hand side
of the serving position.
Insufficient space for 2 counter positions.
Counter / screen modifications would not
improve the situation.
Insufficient space for 2 counter positions.
Counter / screen modifications would not
improve the situation.
Multiple Outlet. Insufficient space for 4
counter positions. Representative of Dillons
considering refurbishment.
COMMERCIAL IN CONFIDENCE,
Page 23 of 24
ICL Pathway
100 Trial Surveys Report
Ref: IM/REP/029
Version: 2.0
Date: 04/03/98
FUJ00058495
FUJ00058495
Appendix C - Potential cost offset of flat screen monitors
FAD Code I Outlet Name No of Potential cost
counters offset (£)
217523 Painswick Rd 4 76.00
316523 North Woodchester 1 1,221.20
251523 Hempsted 1 1,011.69
206523 Minsterworth 4 107.00
276523 St Briavels 1 76.00
281523 Viney Hill 1 76.00
217328 Shilbottle 4 642.95
178328 Pegswood Colliery 2 1,937.63
314329 Prince Consort Rd 2 522.22
394329 Winlaton 4 644.68
Total £6,315.37
COMMERCIAL IN CONFIDENCE,
Page 24 of 24