FUJ00118169
FUJ00118169
Version 0.3 Roll-out 2000 Criteria - Monitoring Report Update for 10 Nov Delivery Meeting
Week Commencing Rio ps0 fait 11/11 frotal ——‘Red/Amber/Gr
een
1298/1 [The number of system stability incidents for the four week period 119) por r2.5 432.5 mber
21/10 to 17/11 shall not be greater than 548. 65) 13)
24/9- — 3/10-6/10 I7/10- 14/10- 21/10- — B8/10- W/L 1- H1/11- — fTotal/ IRed/Amber/Gr
2/10 310 poo p70 =v ota It4/11__[Average een
AI376/1__I The percentage of cash accounts containing discrepancies shall not 44.92% [12.97% [32.04% 2.29% 8.85% IRed
exceed 0.6%
‘AI 376/2 I No cash account discrepancy will be as a result of a cause jreen @
previously reported to POCL as having been remedied
AI376/3_I All new causes of cash account will be analysed and have a 5 2 6 2 15 a)
rectification plan, submitted to POCL, within 10 days (Number
without analysis/rectification plan)
AI 376/4 I The Accounting Integrity Control Release would have identified ‘0 Data [Amber
all new Cash Account Discrepancies reported prior to 24"
November (number not identified)
ireen Those elements of the Rectification Plan for AI 376 which are n Track [Green
scheduled to be complete by 24/11 shall be complete
Week Commencing 4/10 L1/10 18/10 25/10 W/11 S/11 [Total/ IRed/Amber/Gr
[Average _ een
Al408/1__I Service Levels for answering Level 1&2 calls to the Help Desk is
met in at least four of the six weeks as follows:
a) 95% of first level calls to be resolved in 5 minutes 97% I 95% I 96% _ I 96% _I 96% Green
b) 100% of first level calls to be resolved in 10 minutes 100% [100% [100% [100% _—I100% ireen
5) 5% of second level calls to be resolved in 30 minutes 6% 100% __ 9’ 19% 100% Green
id) 100% of second level calls to be resolved in 45 minutes 8% 100% 10 100% {100% Green
IAI 408/2 Bervice Levels for answering 80% of calls to the Help Desk within 9% B2% (2% 66% (81% [Amber
20 seconds is met in at least four of the six weeks
AI 408/3 Service Levels for cash account calls (no ring backs required) is 5% 1% 0% 0% 0% Amber
met in at least four of the six weeks
AI 408/4 Service Levels for Cash Account repeat is met in at least four of 0% 0% 0% 0% 0% Green
the six weeks
Al408/5_I Service Levels for 95% compliance on Cash Account call scripts is NA 40% I NIA 36% 70% Amber,
met in at least four of the six weeks %
‘1408/6 I The Contractor's Horizon System Helpdesk Service shall provide No Data I Amber
first, second and third level Services as described in Schedule GOL
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9/1/99
Version 0.3
Roll-out 2000 Criteria - Monitoring Report
FUJ00118169
FUJ00118169
Update for 10 Nov Delivery Meeting
Issues:
(Criteria [Issue IActions [Responsibility
I. IAI 298/1 1.Pathway dispute whether the Blue Screens (possibly Energis To be agreed at Delivery Meeting)
witch fail) should be included (78) failures counted)
2. There is an inconsistency in the derivation of the statistics. The
1548 aggregated target figure does not include allowance for
lbackoffice PCs installed in outlets, whereas the monitored call
opulation doers include calls related to backoffice PC incidents
B. IAT376/4 [Analysis of incidents to date is not complete. Pathway to present review of all incidents in next 376 report dueIPathway John
11" November Dicks)
IAI 376/5 IPOCL have not had access to Pathway’s design documentation, soPathway to consider whether POCL can have access to the john Dicks
although review of the HLTPs is on-going, the quality of the locuments.
uutput from the activity is questionable.
H. JAI 408/2 [Pathway’s have not provided an explanation of why there has To be agreed at Delivery Meeting)
been a failure to meet the service level in week beginning 25"
ictober.
5. IAI 408/3 IThe method of reporting is in dispute. POCL believe that these {To be agreed at Delivery Meeting)
should be reported as integers not percentages, and that if there
lare any incidents in the week, this a failed week.
H. IAI 408/3 [During the week of the 18" October, Pathway report a ring back {ATMs discussing reason for apparent inconsistency and whetherIPathway (Paul
lin the text of the report, but not in the Service Level table. he incident should be counted. ‘estield an POCL
Dave McLaughlin)
b. IAT408/5 [The agreed method of measurement has not been followed and _ {To be agreed at Delivery Meeting)
may not be workable, for example separate analysis resulted in
compliance figures of 70% (Pathway) and 24% POCL); the lower
figure makes no allowance(ce for calls which commence with the
Ipresented query being partway through the script. Pathway &
IPOCL are attempting to agree how to measure future use
5. IAI 408/6 _ IPOCL and Pathway have not agreed how this should be To be agreed at Delivery Meeting)
measured.
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/11/99