ICL Pathway Memorandum
TO: S. MUCHOW DATE: 11™ MAY 99
P. WESTFIELD
FROM: D. FLETCHER
ce: J. BENNETT, S. MUCHOW, L. FOLEY, T. OPPEHEIM,
M. BENNET, J. DICKS, K. McGUIRK, T AUSTIN, J. FLYNN,
K. DOWLING (ICL OSD), K. FLETCHER (ICL PERITAS)
D. McLAUGHLIN (POCL DISTRIBUTION), A. BARKHAM
SUBJECT: Live Trial Operating Plan - Wednesday 12" May 99
Process Operation
PO calls regarding end of week cash account will be received by HSH and filtered
through to an expert team. The expert team will call the outlets back, help to resolve
the problems in hand and manually record call progress. Manually produced
information will be input to Powerhelp retrospectively. The detail below confirms the
resource to be deployed, at HSH, in support of the cash account issues on 12/5/99.
HSH Manpower:
HSH will:
* progress cash account calls quickly into the expert team and
* manage communication with NBSC as appropriate
The hours of cover and staff availability to be provided by HSH on Wednesday is as
follows:
Period of cover 08:00 to close of business:
Shift 1 - 08:00 to 16:30 (9 Technical Support Advisors)
Shift 2 -— 12:00 to 20:30 (3 Technical Support Advisors)
Shift 3 - 14:00 to close of business (9 Technical Support Advisors)
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Cash Account Expert Team:
The following cash account expert team will attend Stevenage from 12:00 on
Wednesday until close of business. ICL Peritas time(s) of arrival have been
confirmed as 12:00. POCL staff are requested to confirm their time of arrival.
POCL ICL Peritas ICL Pathway
B. O'Donnell N. Hart R. Ashdown
P. Turnock T. Dadd
K. Elliott L. Cox
R. Poulton R. Preece
J. Plowman A. Back
T. Basquiel J. Horton
N. Dunham T. Smiles
P. King S. Wayman
J. Smith
S. Dance
J. Rogers
A. Henderson
Four ICL Peritas staff will attend the NBSC and two will be on-call to attend the new
NR2 Post Office outlets at Keynsham and Morpeth, if needed to assist with cash
account.
The staff attending the NBSC are:
Dave Scott
Gilbert Hunter
Ross Bailey
Paul Jobe
Operating Infrastructure and Logistics
« ICL Operational Services Division have confirmed that the required desk space
and telephones will be available at Stevenage, maps have been faxed to POCL.
Management
D. Fletcher will attend the ICL Stevenage site to oversee the activities on the ground
and provide a focus for management reporting and work with OSD to determine
staffing requirements for Thursday morning.
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Telephone Numbers
HSH
HSH (Fax)
NBSC
NBSC (Fax)
Technical Support
Steve Warwick and Les Ong will provide additional technical support at the SSC in
BRAO1.