Acceptance Workshop (7) Horizon Programme
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Attendees:
Acceptance Workshop (7)
Gavrelle House - 09:30 — 18:00 on Friday 17" September 1999
ACTION Points
Expert: Peter Copping
POCL: Keith Baines, John Meagher, Ruth Holleran, Jeff Austin (minutes), Mark Burley (376, 378), Calum Craig (376, 378), Andrew Simpkins (plan)
Pathway: Tony Oppenheim, John Dicks, Steve Muchow (298, 408), Dave Hollingsworth (298), Dave Cook (412), John Pope (376, 378), Mike Coombes (plan)
AI 218 Training
ork [Action Date IWorkshop
hop [Date
10. B IPOCL (Steve Grayston) and Pathway (Liam Foley) to progress and agree the rectification plan. lo* Sept
Vorkshop 4 Update: Plan being discussed at working group on 8 Sept. Outcome to be brought to this group. 0" Sept
orkshop 5 Update: Rectification plan now subject to some detailed changes. Confirm agreement to this group. 17" Sept
IWorkshop 7 Update: Not discussed.
ll. 5 [Pathway to provide final AI analysis form and POCL to confirm agreement. 17" Sept
Yorkshop 7 Update: Not discussed.
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AI 298 System Stability
Work
hop
Action Date
IWorkshop
[Date
3. 2
[Pathway will develop a policy document describing how they will minimise the risk of destablising the system in subsequent
releases. Policy document to be issued and discussed with POCL (Jeremy Folkes to arrange POCL participants) in advance of
jiscussions at this group.
IWorkshop 6 Update: Workshop 5 action carried forward.
IWorkshop 7 Update: Not discussed.
0" Sept
14" Sept
13" Sept
17" Sept
IAdditional stability issues have been noted by POCL (e.g. hour glass appearing at unexpected times). POCL (John Meagher) to
ensure that Pathway is kept up to date with new types of incidents as seen by POCL.
Vorkshop 7 Update: JM stated that the hour glass problems are that there is no indication of the period of time to complete the
peration and that it appears (and disappears) intermittently. DH explained that it is a function of the “system busy” operation and]
that whilst, in the short term, it might be possible to adjust parameter / threshold settings, the long term solution might be a slider
ar. Tony Oppenheim explained that Pathway could not give a commitment on a long term solution at this time.
ACTION Pathway to provide a response on this problem, but not within the scope of the Resolution Plan.
[As they
ecur
No date set
[To inform the 10" Sept meeting (deciding whether to roll out to the next 158/178 outlets) we need the best view we can get of the
lata and trends. The working group should provide an initial draft of a management summary report on 6" Sept and a further
[report for 9",
Yorkshop 5 Update: Pathway to produce an updated report including categories around disputed calls. This report to be
reviewed by POCL.
[Pathway (Steve Muchow) to consider how to report the data and trends to minimise the effect of new offices’ learning curve calls.
orkshop 6 Update: Pathway to produce the next version of the metrics (“Acceptance Incident 298 - Resolution Plan v0.5”
jincludes the system incident metrics). The figures to be available to inform the workshop (see issue 298/7 below). This version to
linclude:
le as an addition to section 5.2, a summary table showing, for each incident category and in total, the metrics to date and the
14" Sept
6" Sept
0" Sept
13" Sept
13" Sept
17" Sept
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je forecast for weeks 25 and 26
le longer term (6 months) targets which can be monitored at the Delivery Meeting (see Management Forum note at end). This.
should if possible show the logic for the reductions (e.g. association with fixes to be applied - see 376 output as an example)
IIn addition Pathway (Steve Muchow) to produce a report to show how existing outlets will be monitored separately from newly 17" Sept
Jrolled out outlets (Borough High Street being the first of these).
IWorkshop 7 Update: Discussion focused on the form of measurement. For Pathway, DH proposed the number of re-boots,
[possibly categorised. For POCL, JM proposed a weighted measure being the product of the time duration of the adverse business
impact (e.g. denial of service) and a factor linked to the nature of the business event (e.g. 3 for customer service, 2 for an off-line
peration and I for other such as log-on, log-off). The time duration should include that of incident workarounds not just re-boots.
Issues discussed included the ability to agree targets on these measures based on historic data, the distinction between incidents
ind advice / guidance and also whether the measurement base should include all live outlets or just the 320 Live Trial ones. No
igreement was reached, although Tony Oppenheim stated that Pathway’s issues are with the timing, as opposed to the principles,
f POCL’s proposals and that POCL had changed its position by introducing the new outlets into the measurement.
[ACTIONS John Meagher to send POCL’s proposals to Pathway on Monday. 20" Sept.
Escalate the issue to Dave Miller and Richard Christou meeting on Monday. (KB / TO to provide briefs.) I20" Sept.
# [Pathway issued a draft Rectification Plan. POCL (John Meagher) to review and feedback to Pathway (Terry Austin cc: Dave 9" Sept 0" Sept
[Hollingsworth). Update this meeting.
IWorkshop 6 Update: Pathway (John Dicks) and POCL (Bob Booth) to arrange a workshop to resolve any issues around the 15"Sept — I17" Sept
Irectification plan.
orkshop 7 Update: Pathway (Dave Hollingsworth) tabled (CR/ACD/298 v0.6 16/9/99), an updated version of the Resolution
Plan for AI 298. John Meagher reported general satisfaction with progress and therefore an agreed resolution plan subject to final
review by Jeremy Folkes and Bob Booth and to the inclusion of incident workarounds as well as re-boots (see also item 6 above
concerning metrics). In connection with section 5.2.4, it was agreed that the long term target should be an average of one per four
jmonths — this to include all incidents not just re-boots.
(ACTION Jeremy Folkes and Bob Booth to review Resolution Plan v0.6 today (JM). 17" Sept.
‘Note however that the failure to agree on the metrics (item 6) means that the Resolution Plan is not acceptable to POCL.)
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[Pathway to clarify whether in the Long Term Stability Policy document there is just going to be testing, or whether other elements
jof the development life-cycle will be part of the approach.
IWorkshop 7 Update: Not discussed.
9" Sept
AI 314 - Pro
n of Technical Documentation
orksh
op
Action Date
Workshop
[Date
[Pathway will produce a revised version of CS/SPE/007 including:
i) the document will contain Pathway specific APIs as will be required for the development process;
ii) an undertaking to provide a list of 'excluded' Riposte APIs which are in conflict with the Pathway implementation:
iii) addition of an appendix containing technical details of Systems Management and Key Management that would be
subject to an NDA:
iv) Pathway to add a new section on standards.
[Pathway to report progress to this group having discussed the revised draft with POCL.
orkshop 4 Update: Note the change in date for review by this group.
IWorkshop 5 Update: Document agreed, Pathway to raise final AI analysis form and POCL to confirm agreement.
Vorkshop 7 Update: Not discussed.
13" Sept
17" Sept
AI 369 - Scanner Reliability
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Prork [Action Date IWorkshop
hop [Date
B [Pathway (Steve Muchow) and POCL (Karen Rogers) to develop an action plan for the “roving lab” to pick up reject books as they ["' Sept 13" Sept
joccur. Target is for the lab to be in operation on 7" and/or 9" Sept. Pathway will attempt to provide bar-code evaluation
jequipment as part of the lab.
IWorkshop 5 Update: Roving Lab in NE 9" Sept . Feed back outcome to this meeting.
IWorkshop 6 Update: Joint report on outcome to be written. 14" Sept {1 7" Sept
IWorkshop 7 Update: Pathway tabled a joint report (OBCS Scan Issue v0.1 dated 15/09/99) on the outcome of the investigation
lin two outlets in Newcastle and Gateshead.
5 IPOCL (John Meagher) and Pathway (John Dicks) to develop a joint rectification plan for presentation to DSS. This rectification I15" Sept 17" Sept
jplan to include the targeting of cluster offices (Pathway providing the MIS/POCL to determine and manage the process for dealingI
ith problem offices).
orkshop 6 Update: POCL (John Meagher) has arranged to meet DSS (Paul Wootton) on 16" Sept to present outcome of work 15" Sept
to date and proposals going forward. John Meagher to agree with Pathway (John Dicks) whether Pathway representation required I
[Pathway to provide evidence and representation of statistics (content to be agreed with John Meagher).
15" Sept
IWorkshop 7 Update: DSS have agreed to the interception of OBCS books on failure. Objective is to achieve failure rate parity
ith ESNS or provide valid reasons for any variance. Pathway has provided a table showing the proportion of failures contributed
y two offices (see CR/ACD/001 page 3 item 369 — 6 — 5).
[ACTIONS
Karen Rogers and John Dicks to determine location of roving laboratory in NE (Gateshead) and to confirm test
procedures (e.g. re-test in situ if books can be scanned OK in lab).
Karen Rogers to complete v0.2 of the Rectification Plan by Monday and pass to John Dicks.
20" Sept.
6 IPOCL (John Meagher) to determine POCL’s view of this as an incident. This view to be communicated to Pathway (Tony 15" Sept 17" Sept.
IOppenheim) by close of play 15" Sept.
orkshop 7 Update: POCL view this to be medium severity with an agreed resolution plan. Pathway has therefore agreed to
jrecategorise as Medium severity and has issued a final AIA form referring to v0.2 of the Rectification Plan (see above).
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AI 372 - Systems Management
Worksh [Action Date IWorkshop
1p. [Date
3 Pathway to document the resolution proposal as an AI Analysis form.
Vorkshop 4 Update: Note change in date for next review at this meeting. 13" Sept.
IWorkshop 7 Update: AIA form and resolution proposal v0.4 issued by Pathway on 16" Sept. POCL accept the proposal. Closed
4 POCL to review whether re-down-loading of Riposte file is an acceptable part of the test. 9" Sept 0" Sept
Workshop 5 Update: It is not acceptable to POCL that re-down loading Riposte as part of the Systems Management test. 13" Sept
Pathway to produce provisional release note for the test drop and discuss this with POCL (Bob Booth in Jeremy Folke’s absence.)
orkshop 6 Update: As changes to Riposte have to be part of the test drop, Pathway plan that the drop circa 17 Sept should 15" Sept 17" Sept
constitute the test. Pathway to confirm details of the drop for POCL to review. POCL (Bob Booth) to feed back any issues to
Pathway for joint resolution by end 15" Sept. Bob Booth to ensure Keith Baines knows status 16" Sept a.m.
Vorkshop 7 Update: It is now planned to have two drops in the test and this is accepted.
AI 376 Data Integrity
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‘orksh [Action Date IWorkshop
yp [Date
2 [Pathway needs to make clear the OBC procedures and practice that will be in place, both up to CSR+ and after CSR+, for: 2"! Sept 0" or 13" Sept
le changing the status of core products to non-core
je decreasing the availability of non-core products.
IThis to be documented by Pathway (referring to existing documents where appropriate) and reviewed by Working Group (see 1).
IThere will be a test of the agreed (interim) procedures by releasing currently suppressed changes through a managed programme.
[This test to be planned by 2"' Sept and progressed sufliciently to assure the procedures by 9" or 13" Workshop. Flag up on 2™
Sept Workshop if problems with progress.
Yorkshop 3 Update: See new action 376/10 below.
orkshop 5 Update: Because of the nature of the process to release the embargoed reference data changes, it will not be possibleI
to manage the release, test the fix and report back in the remaining time for Acceptance. Determine the implications of this at
jnext meeting - each party to determine appropriate representation for the discussion.
Vorkshop 6 Update: It has been agreed that it is now safe to release the embargoed changes into the live environment. This will]
inow take place. POCL and Pathway to determine how the procedures will be “tested” (monitor their operation in the live
jenvironment).
IB. The release of the embargoed changes and the testing of the procedures will occur after the associated fix which will be
implemented on the 14" Sept
orkshop 7 Update: Not separately discussed.
14 Sept
13" Sept
17" Sept
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2 [Pathway are proposing a 3-level data integrity check to be implemented in December. This needs to be documented as a high 3" Sept 6" Sept.
llevel design including failure state analysis. POCL (Calum Craig, Graeme Seedall, Martin Box and Jeremy Folkes) to be involved]
lin interactive walkthroughs during the development of the design. Report progress and issues to this group.
Vorkshop 4 Update: POCL consider high level design generally good. Further joint work needs to be undertaken on: 9" Sept 13" Sept
@ failure scenarios. POCL will undertaken an internal review of the design (including TIP and TP) to determine failure
scenarios. These will be documented and fed back to John Pope by close of play 9". John Pope (calling on others if required)
will identify how these scenarios will be dealt with. Update at this meeting
@ operating procedures. The development of the operating procedures, including reporting failures to TIP, will be included in
the rectification plan. (see 8 below)
orkshop 5 Update: POCL review identified failure scenarios and some issues with the high level design which needed 10" Sept —_I13" Sept
larification. (It was reconfirmed that the high level design was acceptable, but the resolution of detailed aspects of the design
may impact the high level design.). POCL and Pathway will meet to discuss the POCL paper “EPOSS/TIP Reconciliation
‘ontrols” which summarises the failure scenarios and design issues.
IWorkshop 6 Update: Progress at 10 Sept was good. Pathway to issue paper (13" Sept) for POCL review to confirm agreement. 14" Sept I17" Sept
IWorkshop 7 Update: ACTION Pathway had issued HLD paper for POCL review: POCL to provide written comments to John
Pope by 12 noon on Monday, with copy to Calum Craig, to enable John Pope to amend HLD by 2 pm, Monday. 20" Sept.
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2 IPOCL’s position is that roll-out should not commence until data integrity can be assured. Ruth Holleran to consider with the 6" Sept
IAuditors, and report back to this group, whether the current Pathway checks plus, possibly, continuing POCL checks, would be
dequate until Pathway’s full data integrity checks are in place.
yorkshop 4 Update: POCL and Pathway need to develop a contingent approach possibly including indemnities. Keith Baines I8"Sept 9" Sept
land Tony Oppenheim to meet with lawyers to initiate.
IWorkshop 5 Update: POCL’s position remains that this Incident should remain High until the data integrity fix is in place. 13" Sept
IPOCL have further internal meetings to confirm this position. POCL will contact Pathway should further clarification be
Irequired. POCL to report back to this meeting.
Workshop 6 Update: This will now be part of the contractual discussions being held between POCL (Keith Baines) and PathwayI14-16" Sept
Tony Oppenheim).
Workshop 7 Update: This issue has now focused on the success criteria for NRO resumption, at the review in November.
[Pathway had previously proposed four weeks operation with <= 1.5% error rate.
[Keith Baines and Ruth Holleran proposed an error rate of 0.6% (the current average is 1.2%) together with six other conditions,
lfive of which are listed in RH’s paper and the sixth being a further two weeks period of live running of the permanent Cash
(Account fix prior to the actual re-commencement of NRO in January.
(2) no re-ocurrence of ... problems; (3) (4) updates to TIP AIS agreed; (5) ...; (6) new incident ...: (7)
[Tony Oppenheim responded as follows: 0.6% error rate agreed subject to this being measured as the average of six weeks from 4"
[October to mid November; maximum of ten working days to analyse each TIP fault (root cause analysis, diagnosis and agree
Iresolution) agreed except for faults requiring diagnostics; further two weeks period agreed subject to agreement on the logistics of
he plan. On the basis of the current plan, this condition would lead to a two weeks delay in the planned date for re-
jcommencement of NRO — this was agreed. Re the error rate criterion, the Cash Account does not reconcile and is attributable to
jan error in the POCL domain. The error rate is to be calculated as the ratio of the number of incidents and the total number of
cash accounts during the six weeks period.
20" Sept.
[ACTION Pathway to amend the Resolution Plan to include all seven success criteria.
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[Pathway to prepare rectification plan and present to this group.
IWorkshop 4 Update: Pathway presented CR/ACD/376 “Acceptance Proposal Acceptance Incident 376” version 0.3. POCL to
feed back comments.
IWorkshop 5 Update: Pathway to update rectification plan addressing POCL comments provided. Plan to include:
le the process and output for tracking and reporting incidents (along the lines of the current reports to this group)
le how POCL will be involved with on-going detailed design issues which impact the high level design
le development of the process/procedures for the December data integrity fix
IWorkshop 6 Update: POCL to review latest version of rectification plan (handed out at meeting). Discuss issues with Pathway
nd jointly resolve.
orkshop 7 Update: Pathway issued Acceptance Resolution Plan for AI 376 (CR/ACD/376 v0.6 16/9/99), Ruth Holleran
jadvised that the main outstanding issue is the absence of a general facility for recovered transactions notified on the RED report to}
e then transmitted electronically across the TIP interface. Tony Oppenheim / John Pope advised that this had not been Pathway’s
jinterpretation and that there would be difficulties with such a facility including interference with POCL’s data, the possibility of
reversing a previously sent file and potentially lengthy development work, which may be unique to each case. John Meagher statedI
that, in general, the correction of an exception transaction may need joint investigation from POCL and Pathway.
{Tony Oppenheim further proposed (a) that POCL should have or develop a journal entry facility to deal with RED reports, (b) that
[Pathway should not alter data on POCL’s transactions (c) that Pathway should concentrate on fixing faults that give rise to
exceptions in the first place, (d) £100 compensation per manually entered transaction and (¢) that Pathway would undertake ad-
hoc development work to achieve electronic transmission in the case of large-scale problems as and when they occurred.
IACTION As no agreement was reached, issue to be escalated to Dave Miller and Richard Christou meeting on Monday. (KB /
ITO to provide briefs.)
Sept
14" Sept
20" Sept.
6" Sept
0" Sept
13" Sept
17" Sept
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It was agreed that the working group should continue to meet to monitor and review TIP incidents. Next meeting to have on
agenda and feed back to this group:
» any further progress on existing incidents (including PinICL 27748 - see 376/3 above)
» new incidents raised since last group meeting
commission the production of a management summary of incidents highlighting:
© summary of incidents by type of occurrence
o when related fix(es) introduced
orate of occurrence before and after fix
© new incident types
Yorkshop 4 Update: Draft monitoring report was presented. Working group will update this report including:
© week 23 to be added
© add notes explaining position of those under investigation
© fixes forecast
IWorkshop 5 Update: Next report to be presented before the Workshop on 17" Sept
Workshop 6 Update: The next report (including week 23 and 24) is now required to inform the contractual discussions.
Pathway and POCL (Calum Craig) to produce the report and get to Keith Baines as early as possible on 16" Sept.
IWorkshop 7 Update: Not separately discussed.
3" Sept
16" Sept
16" Sept
6" Sept
0" Sept
17" Sept
AI 378 Incomplete Cash Account Records
ork
hop
Action Date
orkshop
Date
2
IPOCL would like to understand how Pathway have undertaken their design level review to analyse and improve the deficiencies
jaround the cash account to prevent inappropriate interruptions e.g. multiple user key/touch screen entries. Pathway to
arrange, Jeremy Folkes to arrange suitable POCL participants. Report back any issues to this group.
Vorkshop 3 Update: The action is focused on the cash account process, but will include possible side-effects of the
Irectification elsewhere.
6" Sept
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Note new wording agreed at Workshop 4. Pathway (Alan Ward) and POCL (Jeremy Folkes arranging appropriate participants)
lio meet by 15" Sept - earlier if possible. Follow on meeting with designer on 20" Sept if necessary
yorkshop 7 Update: POCL is now content .
15" Sept
17" Sept
lew incidents have occurred. Pathway to report back root cause to next meeting.
Vorkshop 6 Update: It was confirmed that this was the same as the original error. Further clarity required from Pathway (John
(Pope) whether these new incidents occurred before the associated fix, or whether the fix has been unsuccessful.
Yorkshop 7 Update: Ruth Holleran acknowledged Pathway’s explanation. John Pope advised that the fix will be implemented
yy 1* October. The two weeks observation period thereafter was confirmed as a condition of closure of the fault.
13" Sept
13" Sept
AI
391 - Physical Security at Bootle and Wigan
‘orksh
Pp
Action Date
Workshop
Date
~T
3.
[Pathway will obtain and review A&L procedures for vehicle access at Bootle. POCL to be involved in review. Pathway will
propose and gain approval to any changes noted in the review. Review to be done in time for action 391/3 by end of 10" Sept
should that be required.
IWorkshop 4 Update: NB new workshop date.
Vorkshop 7 Update: Not discussed.
irca 8
Sept
13" Sept
jupdate
IPOCL to participate in site visit to check deployment of security procedures at Bootle if deemed necessary.
orkshop 6 Update: This final issue on the Rectification Plan has now been resolved and so the rectification plan is now
agreed.
[Pathway to raise the final AI Analysis form.
Vorkshop 7 Update: AIA form and resolution proposal v1.0 issued by Pathway on 13" Sept.
10" Sept
13" Sept
17" Sept
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AI 408 HSH Performance
Work [Action Date IWorkshop
hop [Date
6 bp [Pathway to produce a rectification plan for presenting to this group. This plan to include date for when target SLAs will be met. lo® Sept
Yorkshop 5 Update: Pathway to update rectification plan in light of actions 7 and 8 below for review by POCL. 17" Sept
IWorkshop 7 Update: Pathway tabled a Resolution Plan v1.2 dated 16/9/99.
[It was agreed that the success criteria for the SLA achievement section of the SLA Rectification Plan are that each of six SLA
targets should be met in any four out of the six weeks commencing 4/10/99. The six SLA targets are Level 1 Call Type resolution
measures A (95% within 5 minutes) and B (100% within 10 minutes), Level 2 Call Type resolution measures A (95% within 30
Iminutes) and B (100% within 45 minutes), Cash Account calls and calls answered within 20 seconds. Call Types 1 and 2 are to
jexclude Cash Account calls. The Cash Account calls measure requires further discussion. The four weeks out of six criterion
pplies separately to each of the six SLA targets. The Resolution Plan to be incorporated into an annex of the Agreement.
IACTIONS: RH and SM to agree on Cash Account calls measure as soon as possible. 17" Sept.
Pathway to amend section 5.3 of the Resolution Plan and send to RH asap on Monday. 20" Sept.
RH to check and advise KB accordingly by 2 pm on Monday. 20" Sept.
KB to send Resolution Plan to lawyers by close of play on Monday. 20" Sept.
7 2 [Pathway to produce outline proposal on Service Levels for the cash accounting expert domain. 0" Sept
IWorkshop 5 Update: POCL (including Keith Baines, Ruth Holleran) to review Pathway’s (including Tony Oppenheim) proposal]i4" Sept 17" Sept
land discuss.
orkshop 7 Update: Proposals for the Cash Account Domain are contained in the Resolution Plan at section 5.2.4.2 consisting
f three measures: 100% availability; no repeat calls; adherence to the script sequence. POCL agreed that Pathway could use
either POCL Mystery Callers or recording of the script paragraph sequence for assurance of the last measure. Agreed that all Cash
(Account calls will be monitored accordingly by Pathway from 4 October.
ks [Performance Service Level statistics for August have been re-produced by Pathway to exclude the cash account calls. POCL to _‘[l4" Sept __I17" Sept
ssure that the statistics are being appropriately reported. Pathway and POCL (including Ruth Holleran, Dave McLaughlin,
jerome Brice, Adele Henderson) to meet to review the new service level report.
IWorkshop 7 Update: The new service level report was reviewed by POCL and, except for one item, agreed. The outstanding
litem, periodicity of reporting, does not affect acceptance.
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AI 412 Service Performance Ad Hoc Reporting
ork [Action Date IWorkshop
hop [Date
5 IPOCL and Pathway to meet to review particular examples of concern to POCL (or review all examples on the Pathway log). 13" Sept
[Report back any issues to this group.
Vorkshop 6 Update: POCL to review response in Pathway’s “Acceptance Resolution Plan - Acceptance Incident 412” v0.2 15" Sept 17" Sept
orkshop 7 Update: Jerome Brice of POCL had reviewed Pathway’s Acceptance Proposal CR/ACD/412 and had commented on
failure to meet five of the target EPOSS transaction times in the Service Review Book and on transaction volumes on the
Customer Services web page
[Transaction times Dave Cooke explained that the target is a weighted average of all transaction types and not one for each type.
IKB agreed but suggested that there was a requirement to report on individual transaction times (of each type). DC explained that
[Pathway used POCL’s benchmark figures and did not measure individual transaction times.
ACTIONS (not affecting acceptance)
KB to investigate availability of more up-to-date PIVOT times and volumes for benchmark purposes. 10 dates set
TO to check the contractual status of EPOSS Benchmark Counter Transaction Times (CS/PRP/014 v1.0).
{Transaction volumes (1) Transaction volumes had not been available on the web site. DC explained that this was an omission but
lhad now been corrected. (2) There are concerns over access to this commercially sensitive data. DC proposed taking up the matter
‘ith Paul Westfield before go-live.
‘0 date set
IACTION JM, with BSM’s involvement, to investigate security and access controls with Paul Westfield.
IPOCL agreed Pathway’s Resolution Plan for AI 412.
5 [Pathway (Steve Muchow) to consider whether it would be appropriate to provide a targeted teach-in to appropriate POCL experts 13" Sept
to enable them to focus their ad hoc requests around the Pathway data structures.
orkshop 6 Update: POCL to review response in Pathway’s “Acceptance Resolution Plan - Acceptance Incident 412” v0.2 15" Sept 17" Sept
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Yorkshop 7 Update: Not discussed.
POCL and Pathway presented their respective draft papers explaining their view of the issue. The process for ad hoc reporting is
\documented in CS/PRO/031. The Pathway report highlighted an issue around the availability of data at appropriate points in the
reporting cycle. Pathway to provide further information on this for POCL to review.
IWorkshop 6 Update: POCL to review response in Pathway’s “Acceptance Resolution Plan - Acceptance Incident 412” v0.2
orkshop 7 Update: Jerome Brice of POCL had reviewed Pathway’s Acceptance Proposal CR/ACD/412 and had commented on
ad-hoc reporting querying the delay in responding and the reasons given. Dave Cooke explained that a combination of the fact
that the original email request from POCL had never been received and that a key member of staff had been on leave when POCL.
llater telephoned had led to confusion between Pathway and POCL. See item 1 for further actions.
15" Sept
13” Sept
17® Sept
Agreed Category B And Other Incidents
Work
hop
Action Date
Workshop
[Date
i
IOf the nine Agreed Category B Faults, there are six with agreed resolution plans. It was agreed that ICL Pathway would submit
in Acceptance Incident Analysis Form to cover the agreed resolution plan for each of the six Acceptance Incidents for POCL’s
greement. (The six incidents are 342, 361, 371, 211, 390 and 395.)
IWorkshop 3 Update: 342, 371, 390 and 395 Analysis forms received. POCL note the request for closure on 371 and 395.
IWorkshop 4 and 5 Update:
je 211 - further 7 incidents investigated. A recent fix, “F1” caused this (and the OBCS read) problem. New fix will be
introduced 17" Sept. See action IRP 5 for wider implication of this issue - assuring the regression testing is appropriate for
the level of fixes being applied. Pathway to submit an updated AI analysis form including these new incidents and including
an update to the rectification plan
342 - No further incidents. Monitoring continuing until 1“ Oct
361 - No further incidents. Monitoring continuing until 1* Oct
371 - Reports produced. ATM review to see if appropriate to close.
390 - No further incidents. Monitoring continuing as per rectification plan
31" Aug to
5 Sept
o"" Sept
17" Sept
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Je 395 - No further incidents. Monitoring continuing. ATM review to see if appropriate to close.
IWorkshop 7 Update: See Other Actions item 2.
T
Pathway (John Dicks) and POCL (Jeff Austin) to arrange a review of all remaining Low Severity incidents to resolve any
[Low/None differences of opinion and to determine the plan for closure. Complete review by 21 Sept.
Workshop 7 Update: Not discussed.
21% Sept
Integrated Rectification Plan (IRP)
ork IAction Date IWorkshop
hop [Date
B. IPOCL (Andrew Simpkins) and Pathway (Mike Coombes and Lawrence Price) to compare plans and resolve issues. Update
[Pathway plan.
le Feedback issues to this group 0" Sept
le Issue plan for review by this group Sept 13" Sept
IWorkshop 6 Update: Actions above complete. Further activity required:
l- Tony Oppenheim/Keith Baines to advise “planners” Mike Coombes/Andrew Simpkins of criteria changes (see Other Actions 3I!4" Sept
below)
je POCL (Min Burdett to co-ordinate) to review individual Acceptance Incident plans and feed back to Andrew Simpkins Is Sept
le prepare a level I plan to present separately. Pathway (Lawrence Price) and POCL (Andrew Simpkins) to meet and develop _I!6" Sept es so
le modify the level 2 plan as discussed at the meeting. Ensure that the presentation highlight key connectivities between
Acceptance Incidents and the connectivity and impact on the overall programme plan
IWorkshop 7 Update:
IACTIONS (Andrew Simpkins unless otherwise stated)
le The start of NRO should be moved back two weeks to 24" January.
le The NRO review meeting should remain as 24" November.
le The review period for AI 211 should be amended to be four weeks from the date of the last fault fix.
@ Ruth Holleran to communicate the above amendment to POCL monitors.
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le John Meagher to provide missing information re AI 342 and others to Andrew Simpkins.
fe Monitoring of AI 298 to be on a permanent business-as-usual basis until no longer a problem (RH).
le Steve Grayston to provide missing pre-entry activity.
le [Other detailed plan changes were noted by Andrew Simpkins.
4. 65 IPOCL (John Meagher) to speak to Pathway (Mike Coombes) about Pathway’s wider regression testing plans which are currently 13" or 17"
being developed to assure the stability of the system going forward. Sept
orkshop 7 Update:
Other Actions
[ror [Action Date IWorkshop
shop [Date
1. oo IPOCL (Ruth Holleran and Keith Baines) to determine the management forum to oversee the implementation of the rectification 13" Sept
plan.
‘orkshop 6 Update: Agreed that this would become part of the fortnightly Delivery Forum Meeting. POCL (Andrew Simpkins’
to update and reissue agenda and attendance to take account of this. 24" Sept
lIt was agreed that the Delivery Meeting on the 24" November and 22™ December (especially for the latest position on 376) would
1 key review meetings for the decision to start roll out in January. There will also be a step check on the 8 December.
Vorkshop 7 Update: Not discussed.
2. 6 Pathway (John Dicks) and POCL (Min Burdett) to progress all outstanding actions on “Workshop” incidents prior to 17" Sept 15" Sept 17" Sept
IWorkshop and ensure they are all appropriately documented and the position agreed.
IWorkshop 7 Update: Summary of status of Al / Resolution Plans
AL 211 — drafting amendments
AI 218 — re-drafting required
AI 298 — escalation to DM / RC
AI 314 — agreed resolution plan
AI 342 — agreed, but there are actions outstanding
AI 361 — redrafting, potentially further actions
AI 369 — agreed resolution plan
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AI 371 — agreed resolution plan
AI 372 — agreed resolution plan
AI 376 — actions outstanding.
AI 378 — agreed resolution plan
AI 390 — agreed resolution plan
AI 391 —agreed resolution plan
AI 395 — redrafting and actions outstanding
AI 408 — redrafting
AI 412 - agreed resolution plan
[ACTION Jeff Austin to confirm receipt of agreed resolution plans indicated above.
20" Sept.
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[To support the contractual meetings (especially the second one on 16" Sept, the meeting discussed the criteria that must be met for]
roll-out to commence in January. The headline criteria were discussed, and actions agreed to progress the detail and the threshold
llevels (all output to be received by Keith Baines in time for contractual meeting on 16" Sept):
IAI 298 Criteria
e incident frequency (per counter day) by incident category. Weightings (indicating relative business impact) to be
considered depending on category (e.g. those requiring reboots are more disruptive than those with workarounds). John
Meagher and John Dicks to progress at 15/9 workshop. John Dicks to provide at this meeting Pathway’s view or
thresholds.
}('* Al 376 Criteria
le period of “clean” running where no incidents occurred. POCL (Ruth Holleran to propose the length of time required and
whether incidents identified and reported by Pathway’s interim measures are admissible.
e adherence of Pathway to the development and testing plan. This requires Pathway (Mike Coombes) to provide a
breakdown of this activity on the rectification plan and the production of the entry and exit criteria for each sub-activity (to
Ruth Holleran).
L('- Al 408 Criteria
l- achievement of the HSH resourcing plan. Pathway (John Dicks/Steve Muchow) to provide the appropriate stage points for
monitoring.
le performance against service levels. Level 3 cash account expert domain SLs need to be agreed (existing meeting 14" Sept)
IWorkshop 7 Update: These issues were discussed under each individual Acceptance Incident.
15" Sept
14" Sept
15" Sept
15" Sept
14" Sept
\Also for the contractual meeting, POCL needs to determine how many/which week’s offices need to be rescheduled from the
{current plan. Andrew Simpkins to provide a briefing paper (close of play 13" Sept). Keith Baines and Ruth Holleran to
determine POCL view.
Vorkshop 7 Update: Not discussed.
15" Sept
(ACTION Keith Baines to confirm with Tony Oppenheim and Peter Copping whether Peter should attend the meeting between
[Dave Miller and Richard Christou at 15:30 on Monday, at which the two escalated Als are to be discussed.
20" Sept.
Next meeting
Tuesday 21" September Pre-Acceptance Board meeting (09:30 Gavrelle House)
Jeff Aust
Postline
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