ICL Pathway
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Resolution Plan for AI408- Horizon System Helpdesk = Ref: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Resolution Plan for A1408- Horizon System Helpdesk
Report
CSR
This document provides additional information and explanation
concerning the resolution of Al408.
Definitive
Dave Cooke - ICL Pathway Customer Requirements
Peter Burden - ICL Pathway Customer Service
Paul Westfield — ICL Pathway Customer Service
Reviewed By: John Dicks - Director Customer Requirements
Stephen Muchow - Director Customer Service
Kevin Dowling - Service Director, Operational Services Division
Distribution: ICL Pathway POCL
ICL Reviewers John Meagher
Tony Oppenheim Keith Baines
ICL Pathway Library
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref.: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
0.5
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref.: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
Document Control
0.5 Document History
26) 8/ 9 ist issue
1 08/09/99 Updated following workshops and
reviews with POCL
1.2 16/09/99 Updated following an SLA workshop with
POCL
1.3 17/09/99 Updated following Acceptance Meeting
1.4 21/09/99 Updated Rectification Plan
1S 23/09/99 Updated rectification Plan following a
conversation between Adele Henderson
and Paul Westfield.
0.5 Approval Authorities
Customer
Stephen Muchow Director,
Service
John Dicks Director, I Customer
Requirements
0.5 Associated Documents
1) CS/SMM/AI408 I 1.0 17/08/99 I HSH Scripting, SLA I ICL Pathway
Recovery and Resource
Plan
2) 1.0 24/08/99 I Al408 — HSH Service I POCL
Level Failure
0.5
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref.: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
Abbreviations/Definitions
Full Time Equivalent
HSH Horizon System Helpdesk
SLA Service Level Agreement
0.5 Changes in this Version
1.1 Primarily changes following the Acceptance Workshop on 26 August and
the Call Volume/HSH Model Workshop on 8 September. Revision to
document title.
1.2 Changes following the Acceptance Workshop on 14 September to agree
with POCL the Cash Account calls to be removed from the LI and L2 SLA
calculations and confirm that these SLAs were met during the month of
August. Primarily Section 5.2.2 and 5.2.4.2 and a new 5.3. The old 5.3 is
now 5.4
17/09/99 — Additional final paragraph in section 5.2.4.2
1.3 Changes to section 5.3 and 5.4
1.4 Changes to section 5.2.4.2, 5.3 and 5.4
1.5 Changes to section 5.1 and 5.4
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref.: CR/ACD/408
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Company-in-Confidence Date: 23/09/1999
0.6 Table of Contents
2 SCOPE.
3 POCL POSITION
5.1 HSH Scripting Plat
5.1.1 Future activities..
5.2 HSH Resource Pla
5.2.1 Background...
5.2.2 Service Level Analysi: . sents D
$.2.3 HSH Staffing revie 10
5.2.4 Conclusions.
53 Monitoring Period....
3.4 SLA Rectification Plan.
6 APPENDIX A- PROBLEM TYPE AGAINST SERVICE LEVEL............0000 13
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk = Ref: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
Introduction
This document has been produced following the POCL / ICL Pathway Acceptance
Board Meeting of 18/08/99 and addresses the comments made in the minutes of that
meeting with respect to Acceptance Incident 408 and the statements made in the
POCL paper 4/408 — HSH Service Level Failure — 24/08/99.
This document provides additional information and explanation to that contained in
HSH Scripting, SLA Recovery and Resource Plan - CS/SMM/AI408 - 17/08/99 issued
to POCL as input to the Acceptance Board.
This document has been updated in the light of the Acceptance Workshop of 26/08/99
and the Call Volume/HSH Model Workshop on 8 September.
This document has been updated in light of the Acceptance Workshop on 14
September.
2 Scope
The scope of this paper comprises the content of AI408, the contents of the above
paper CS/SMM/AI408, the topics contained in the draft minutes from the above
Acceptance Board meeting and the paper 4/408 — HSH Service Level Failure.
The topics can be summarised as: -
e Plan for production and implementation of additional HSH Cash Account scripts
e HSH Resource Plan, comprising call volume projections and HSH staffing
projections
e HSH SLA Rectification Plan
3 POCL position
Based upon the minutes of the Acceptance Board meeting of 18 August 1999, POCL
contended that:
"Production of scripts is not complete"
"It does not take account of activities such as the need to train staff"
"Some items have already missed dates”
"Call volume projections and staffing projections contain assumptions that POCL
cannot agree based on experience to date”
On 24/08/1999 POCL also provided the paper A/-408 - HSH Service level Failure.
This supplemented the above points as follows:
e POCL’s experience to date is that some scripts have resulted in inappropriate
advice resulting in further calls to HSH and the National Business Support Centre.
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POCL requires an explanation of how the call volume projections are produced
and the logic that supports this process.
POCL requires that the SLA rectification plan is produced and agreed.
4 ICL Pathway position
Taking the three main topics within this Al, ICL Pathway's position can be
summarised as: -
HSH scripting plan - The plan described in section 2 of ref. (1) remains the basis
for addressing this aspect of the AI. The Acceptance Board may not have been
aware that actions designated for the 17" and 18th August were completed on
time. Subsequent actions within ICL Pathway and POCL have been completed in
a timely and co-operative manner from all parties involved. The revised HSH
Cash Account script document was re submitted to POCL as Cash Account
Process - ICL/PW/DSP/PRO/023 - version 2.1 - 24/08/1999.
{At the Acceptance Workshop of 26/08/99, POCL advised that there were further
comments on the scripts and a joint POCL/Pathway workshop aimed at finalising
the scripts was planned for (and was held on) 02/09/99)
HSH Resource Plan - Call Volume prediction
ICL Pathway wish to ensure that POCL has confidence in the modelling tools and
management processes that are used to manage the Horizon System Helpdesk in
terms of staffing levels. The development of the HSH resource model draws upon
a decade of market leading experience of ICL providing Help Desk Services to a
diverse range of Clients.
Some of the key assumptions were introduced in ref. (1) and to supplement this
ICL Pathway proposed that a workshop be held with POCL to address POCL’s
concems. A set of objectives for this event was proposed in section 5.2. This
event was held 7-8/9.
The HSH has experienced a substantial increase in calls on Wednesday / Thursday
associated with outlets having difficulties in completing the Cash Account
process. This increase in business related calls was not predicted and it is ICL
Pathway's intention to establish a cash account domain of skilled staff with the
appropriate business knowledge dedicated to handling this increase.
ICL Pathway does not consider it appropriate for these complex business related
calls to be handled within the SLA constraints of the Level 1 / Level 2 call
definitions. These calls have distorted the SLA performance.
SLA Rectification Plan
The actions and target dates that will contribute to an improvement in the HSH
SLAs are set out in section 5.3.
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk = Ref: CR/ACD/408
Version: 1.5
Company-in-Confidence Date: 23/09/1999
5 Clarifications and Progress
5.1 HSH Scripting Plan
The script production plan described in ref. (1) and shown below has now been
successfully achieved with all actions completed on time.
No. I Description Target I Owner Achieved
date
1 Produce additional elements of Cash I 17/08/99 I P. Curley v
Account Process document in draft form for
POCL comment
2. Review and issue additional scripts to I 17/08/99 I P. Curley
POCL
3. POCL review and comment on new scripts 19/08/99 I POCL
4. Collate and respond to comments 20/08/99 I P. Curley
5. Review and respond to POCL comments on I_ 17/08/99 I P. Curley
version 2.0 draft of document
6. Review comments with HSH 19/08/99 I P. Curley
vss <
7. Incorporate accepted comments into I 23/08/99 I P. Curley
document from new scripts and comments
against draft Ver 2.0
8. Issue Document as V2.1 definitive 24/08/99 I P. Curley v 3.9.99
(status to be confirmed with POCL)
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Version: 1.5
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Future activities
Following agreement of the new scripts, and in conjunction with the establishment of
the cash account domain, these scripts came into operation from 08/09/99.
It was agreed that a joint ICL Pathway / POCL review be held on 14/09/99. The
objectives of the review held on 14/09/99 being:
e Review scripts in light of operational use.
e Review, agree and include any additional scripts
e To identify any learning opportunities
Such reviews will continue in line with the recommendation in
ICL/PW/DSP/PRO/023
5.2 HSH Resource Plan
5.2.1
5.2.2
Background
The development of the model to support the resource requirements of the HSH was
based on ICL's previous experience in providing a wide range of Help Desk services
covering both systems and infrastructure call types. This was supplemented by a set
of assumptions covering the particular call types that ICL Pathway believed would be
generated by POCL's outlets.
ICL Pathway successfully applied the call volume and HSH resource model during the
period of Release la through to Release Ic. During this period there was good
achievement against SLA targets.
During the period of LT1 it became clear that the actual call patterns diverged from
those predicted by the models. In particular there were significant differences in call
volumes following the introduction of the first Wednesday cash account.
Following the second and subsequent cash accounts the continuing high level of calls
on Wednesday / Thursday, which had not been predicted by the model, required that
remedial action should be taken.
The resources of the HSH were supplemented by expert assistance from POCL and
Peritas (now termed KnowledgePool) who were able to successfully handle the
complex business related aspects of these Cash Account calls. This had a beneficial
impact on the call response times for the remaining calls being handled by HSH staff.
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ICL Pathway Resolution Plan for AI408- Horizon System Helpdesk Ref.: CR/ACD/408
Company-in-Confidence
Version: 1.5
Date: 23/09/1999
Service Level Analysis
Level 1 and Level 2 call resolution SLAs (excluding cash account calls as agreed with
POCL on 14 September) met their targets in August — see tables below.
5.2.2.1 Level 1 & Level 2 Calls Analysis — August 1999
Service Level Number August Target
Calls Resolved: of calls
Level 1 I <=5 minutes 190 96% 95%
>5 minutes & 9 100% 100%
<= 10 minutes
Level 2 I <= 30 minutes 144 97% 95%
> 30 minutes & 4 100% 100%
<= 45 minutes
Total 347
The table below shows the number of service calls that were included within the L1
and L2 SLAs and those which needed to be re-categorised as agreed with POCL on 14
September. Cash Account printing calls remained in L2 as they involved an
operational known error. The sub categories can be seen in appendix A.
Total L1 & L2 Recorded in the Data Warehouse
455
Calls to be re-categorised out of L1 & L2:
Complaints
12
Cash Account (see section 5.2.2.2)
96
Calls to remain within L1 & L2:
Implementation
Advice & Guidance
292
Printing within Cash Account
53
Total
347
5.2.2.2. Cash Account Calls Analysis
The tables below show the breakdown of those Cash Account calls that were removed
from the LI and L2 SLA calculations.
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Company-in-Confidence Date: 23/09/1999
Category Number of calls %
Cash Account Reports 22 23
Declarations 22 23
CAP Roll Over 19 20
Suspense Account 16 17
Stock Unit Balance 10 10
Discrepancies 7 7
Total 96
The table below shows the number of calls falling into resolved time periods.
Calls Resolved: Number of calls %
<= 5 minutes 48 50
>5 minutes & 22 23
<= 10 minutes
> 10 minutes 26 27
Total 96 100
5.2.3, HSH Staffing review
At the 08/09/99 workshop on the Call Volume/HSH model ICL Pathway shared with
POCL the most up-to-date HSH resource plans for the remainder of 1999. These
separately identified the staffing for cash account calls. The predicted staffing level, in
terms of Full Time Equivalents, is set out below.
Model prediction (FTEs) I Oct Nov Dec
HSH staff (excl. cash a/c) 26 35 35
Cash a/c staff 6 8 8
Total staff 32 43 43
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Version: 1.5
Company-in-Confidence Date: 23/09/1999
The planned staffing of HSH is as set out below.
Oct Nov Dec
Fully operational HSH 34 39 43
analysts
KnowledgePool staff for 10 8 4
cash account domain
5.2.4 Conclusions
5.2.4.1 HSH staffing levels
From its analysis ICL Pathway believes that the HSH is sufficiently resourced now to
meet the call volumes for Level 1 and Level 2 call types. Further resource is needed to
augment performance on cash account days.
5.2.4.2. Cash Account Domain
ICL Pathway has therefore established a domain of specialist staff with the business
skills to handle Cash Account related calls. The solution for service levels for Cash
Account calls was discussed at the workshop on 7/8 September and further
suggestions were tabled at the workshop on 14 September.
The scripts now employed have been agreed with POCL and are to be reviewed
regularly to ensure they remain as effective as possible. Since the navigation of the
scripts is dependant upon information provided by the postmaster and may involve
returning to the counter terminal to provide further tasks as instructed, the time
elapsed will vary (e.g. closeness to telephone, frequency of external interruptions,
etc.). It was agreed at the acceptance meeting that benchmarking of Cash Account
scripts would add little value in determining the service performance and that a
qualitative approach would adopted as follows:
1. 100% availability of helpdesk staff skilled in providing the appropriate advice and
guidance. That is, no postmaster will be told that they would be rung back on
initially logging a call at the HSH.
2. No repeat call(s) from the same postmaster for the same incident in the same
accounting period.
On 21 September it was further agreed that
3. POCL will attend the HSH to audit that the approved call scripts have been
followed conscientiously and that consistent advice has been given. The
performance measure is 95% conformance.
Pathway suggests that Customer satisfaction with the Help Desk service should be
determined quarterly as described in requirement 914. Pathway will be pleased to
assist POCL in devising and conducting the satisfaction survey.
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POCL may assure themselves that Cash Account service calls have been correctly
coded by the HSH through their existing Internet access to Powerhelp. The problem
type ID, described in Appendix A, may be used to construct searches as required
Should POCL wish to further understand Pathway’s processes for service level
measurement then Pathway would be willing to provide a two-day workshop on the
subject.
5.2.4.3 HSH Resource Planning workshop
In order to ensure that POCL share ICL Pathway’s confidence in the robustness and
flexibility of the tools and processes used in HSH Resource planning, ICL Pathway
has held a workshop with POCL to cover this topic in more detail.
The objectives of the event being: -
e To enable POCL to gain understanding and have confidence in the overall
philosophy of the call volume model and it’s relationship to the resource planning
model.
e To discuss and explain the factors and logic that apply to the modelling of call
types and call profiles
e To explain the iterative management processes that are supported by the model
e To review the impact of Cash Account related calls on service levels
5.3
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Resolution Plan for AI408- Horizon System Helpdesk Ref:
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CR/ACD/408
Version: 1.5
Date: 23/09/1999
Monitoring Period
A workshop was held on 14" September to audit the service performance of Level 1
and Level 2 calls and Cash Account calls. It was agreed that the service levels were
met.
Weekly monitoring of the service levels shown below will commence on the 4%
October for a six-week period, ending 14" November. Over the six-week period each
individual service level must be met, as a minimum, for 4 weeks. Reporting on the
achievement will be weekly and in the form of the following table.
Service Level Target Week Commencing
04/10 I 11/10 I 18/10 I 25/10 I O1/11 I 08/11
Level I = 5 minutes 95%
= 10 minutes 100%
Level 2 = 30 minutes 95%
= 45 minutes 100%
Calls answered within 20 80%
seconds
Cash Ring backs 0%
Account
calls
Repeat Calls 0%
Call scripts 95%
compliance
5.4
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Company-in-Confidence
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Company-in-Confidence Date: 23/09/1999
SLA Rectification Plan
This section summarises the activities that comprise the SLA Rectification Plan.
HSH Scripts
1. New scripts agreed with POCL (31/08/99) v 3.9.99
2. Implement new scripts (wef 08/09/99) ¥ 8.9.99
3. Initial ICL Pathway / POCL review of the implementation of scripts I ¥ 14.9.99
in accordance with ICL/PW/DSP/PRO/023
Call Volume/ HSH model
4. Hold workshop with POCL (on 07-08/09/99) v 7/8.9.99
HSH Staffing
S. Train and introduce 2 additional HSH staff v 31.8.99
TOTAL operational staff= 21 (by 31/08/99)
6. Train and introduce additional HSH staff On-going
in light of monthly updates to Call Volume/HSH Model
7. Review of staffing model at the end of October. Date agreed for 26.10.99
18/10/99
Call handling process
8. Complete refresher courses on call handling process (2 line) by v 31.8.99
31/08/99
9. Start refresher courses on call handling process (1“ line) by v¥ 1.9.99
01/09/99
10. I Complete refresher courses on call handling process (1* line) 30.9.99
Cash Account Domain
11. I Specialist staff identified and re-deployed by 06/09/99 ¥ 6.9.99
12. Cash Account domain operational (wef 08/09/99) v 8.9.99
13. Train 6 HSH staff in use of cash account scripts v 15.9.99
14. I Train further 14 HSH staff in use of cash account scripts 30.9.99
SLA achievement
15. Hold workshop with POCL (on 14/09/99) v 14.9.99
16. I Publish proposed service measurement for Cash Account calls by v 16.9.99
16/09/99
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ublication of the weekly measurement, as described in
section 5.3, will be on following Wednesday
18. Appendix A to cross-reference the equivalent service contract 30.9.99
schedule
19. Meeting to discuss the logistics and metrics for measuring the Cash I ¥ 21.9.99
Account service levels. First audit agreed for 13/10/99. (see section
5.2.4.2)
20. I Pathway to hold a two-day workshop to describe its processes for 27.10.99
service level measurement. Workshop date agreed for 19/09/99
Closure of Acceptance Incident
21. Given that the monitoring period is successful, the Acceptance 21.11.99
Incident will be closed on 21 November 1999
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Company-in-Confidence Date: 17/09/1999
6 Appendix A — Problem Type against Service Level
Closed Calls August 1999
Call Description Problem Type ILevel Problem Description No. Calls
ADVICE & GUIDANCE ADO1 N/A BES OPERATION ENQUIRY 1
ADVICE & GUIDANCE ADO02 N/A BES FALLBACK ENQUIRY 1
ADVICE & GUIDANCE AD03 Level 1/2 I EPOSS OPERATION ENQUIRY 354
ADVICE & GUIDANCE AD04 Level I EPOSS FALLBACK ENQUIRY 6
ADVICE & GUIDANCE ADO5 Level 1 APS OPERATION ENQUIRY in
ADVICE & GUIDANCE AD06 Level 1 APS FALLBACK ENQUIRY 6
ADVICE & GUIDANCE ADO07 Level I OBCS OPERATION ENQUIRY 10
ADVICE & GUIDANCE ADO09 Level 1 OPERATING ENVIRONMENT ENQUIRY 26
ADVICE & GUIDANCE ADIO Level 2 OPERATING ENVIRONMENT CONSUMABLE 1
ADVICE & GUIDANCE ADI1 Level 2 DOCUMENTATION ISSUE 1
ADVICE & GUIDANCE ADI2 Level 2 SYSTEM ACCESS ENQUIRIES 33
ADVICE & GUIDANCE ADI3 Level 2 CUSTOMER COMPLAINT 2
ADVICE & GUIDANCE ADI4 Level 2 GENERAL ENQUIRY 3
OTHER CCol Level 3 POST OFFICE - EMERGENCY CLOSURE (SHORT TERM 1
CLOSURE)
OTHER C03 Level 3 POST OFFICE -REOPENED 1
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OTHER C22 Level 3 POST OFFICE - PLANNED CLOSURE 1
OPERATIONS FEO! Level 3 FILE TRANSFER FAILURE 2
OPERATIONS FE04 Level 3 INTERFACE OPERATION FAILURE 1
SOFTWARE FEOS Level 3 SOFTWARE ERROR DETECTED 45
INETWORK FE06 Level 3 CLIENT SYSTEM - NETWORK PROBLEM 3
SECURITY FEO7 Level 3 CLIENT SYSTEM - SECURITY BREACH 1
OPERATIONS FEO9 Level 3 EPOSS OPERATION ERROR 23
OPERATIONS FE10 Level 3 APS OPERATION ERROR 2
OPERATIONS FEI1 Level 3 OBCS OPERATION ERROR 3
HARDWARE HCO1 Level 3 CENTRAL SYSTEM - PROCESSOR FAULT - UNUSABLE 5
HARDWARE HC02 Level 3 CENTRAL SYSTEM - PROCESSOR FAULT - USEABLE 1
HARDWARE HC04 Level 3 CENTRAL SYSTEM - TERMINAL FAILURE
OTHER HCO09 Level 3 CENTRAL SYSTEM - ENVIRONMENTAL FAILURE - 2
POWER
HARDWARE HDOI Level 3 PERIPHERAL FAILURE - PROCESSOR 19
HARDWARE HDO04 Level 3 PERIPHERAL FAILURE - BAR CODE READER 4
HARDWARE HDO7 Level 3 PERIPHERAL FAILURE - COUNTER PRINTER 14
HARDWARE HDO8 Level 3 PERIPHERAL FAILURE - BACK OFFICE PRINTER 14
HARDWARE HDO9 Level 3 PERIPHERAL FAILURE - KEYBOARD 2
HARDWARE HD1O Level 3 PERIPHERAL FAILURE - MONITOR TOUCH ELEMENT 3
HARDWARE HD11 Level 3 PERIPHERAL FAILURE - MONITOR 1
OTHER HDI2 Level 3 ENVIRONMENT FAILURE - CABLING 4
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OTHER HADI3 Level 3 OFFICE ENVIRONMENT FAILURE - POWER 43
HARDWARE HDI4 Level 3 EQUIPMENT DAMAGED OR DESTROYED 2
IMPLEMENTATION. IMO1 Level 3 PLANNED ACTIVITY RESCHEDULE 1
IMPLEMENTATION IM03 Level 3 SITE PREPARATION ISSUE 2
IMPLEMENTATION IM07 Level 2 OTHER 2
INETWORK NDO! Level 3 UNABLE TO CONTACT HQ 5
INETWORK NDO2 Level 3 NETWORK FAILURE - ISDN (WAN) 9
INETWORK ND03 Level 3 POST OFFICE - LINK FAILURE 7
INETWORK NDOS Level 3 POST OFFICE - CONFIGURATION FAILURE 1
OPERATIONS oc02 Level 3 POST OFFICE - DATA DOWNLOAD FAILURE 1
OPERATIONS OD02 Level 3 EPOSS - OPERATION FAILURE M1
OPERATIONS OD03 Level 3 APS - OPERATION FAILURE 2
OPERATIONS OD04 Level 3 OBCS - OPERATION FAILURE 4
OPERATIONS OD06 Level 3 ACCESS AND USER ADMINISTRATION FAILURE 10
OPERATIONS OD07 Level 3 OPERATING ENVIRONMENT FAILURE 2
OPERATIONS ODos Level 3 SYSTEM ENVIRONMENT FAILURE 1
OPERATIONS ORO03 Level 3 CUSTOMER PAYMENT ISSUE 1
RECONCILIATION REO! Level 3 EPOSS 3
RECONCILIATION REO2 Level 3 APS 1
RECONCILIATION RE04 Level 3 OBCS 3
OPERATIONS SC03 Level 3 CENTRAL SYSTEM - OPERATING SYSTEM - PROCESS 1
FAILURE
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SOFTWARE SCc04 Level 3 CENTRAL SYSTEM - OPERATING SYSTEM - ERROR 1
MESSAGE
SOFTWARE SCOS Level 3 CENTRAL SYSTEM - OPERATING SYSTEM CRASH 1
SOFTWARE SC12 Level 3 CENTRAL SYSTEM - APPLICATION ERROR MESSAGE 1
OPERATIONS SC13 Level 3 CENTRAL SYSTEM - APPLICATION - UNABLE TO 1
PROCESS FILES
SOFTWARE SDO1 Level 3 SYSTEM MESSAGE DISPLAYED ON SCREEN 38
SOFTWARE spD02 Level 3 SOFTWARE ERROR 755
SOFTWARE SD03 Level 3 SYSTEM OPERATION HAS CHANGED UNEXPECTEDLY 29
SOFTWARE SD04 Level 3 EXPECTED CHANGE HAS NOT WORKED 1
SOFTWARE SD05 Level 3 OTHER 2
OTHER X05 Level 3 OTHER 175
SECURITY ZS02 Level 3 PMMC CARD OR PIN NUMBER LOST 3
SECURITY ZS03 Level 3 ONE SHOT PASSWORD REQUIRED 8
Total 1846
Total Level I calls =413
Total Level 2 calls = 42
Total = 455 (agreeing with the figure in 5.2.2.1)
© 1999 ICL Pathway Limited Company-in-Confidence Page: 20 of 20
Last Printed: 23/09/99 09:09
FUJ00119613
FUJ00119613