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Notes of Horizon Service Review Forum
Held on 22 November 2000, 12:00 to 13:45, Room 251, Gavrelle House, London
Chair: Liz Tuddenham PON Business Service Management
Attendees: Mike Balmer PON Commercial
Graham Shervington PON Business Service Management
Sue Stewart Minutes
Paul Westfield ICL Pathway
David Law ICL Pathway
Richard Brunskill ICL Pathway
Apologies: Harvey Skipsey PON Business Service Management
Stephen Muchow ICL Pathway
Peter Robinson ICL Pathway
Purpose: The Horizon Service Review Forum provides a regular opportunity for POCL and ICL
Pathway to meet, review and discuss the overall performance of ICL Pathway’s systems
and services in the live environment.
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1. REVIEW MINUTES AND ACTION POINTS OF PREVIOUS MEETING
1.1 Minutes Review
The minutes of the previous session have been accepted as a true reflection of the meeting.
1.2 Action Point Review (including new actions from this meeting)
AP991202 reer SLAs 19/01/00 Ricl hard Brunskill myn CCN still nol received, Ric! hard I to Carried
1. The forum agreed that ICL Pathway 25/10: Richard to resend copies of NRO board minutes to HRSF Forward
would provide Post Office Counters delegates. Richard to arrange a CCN for the ‘Repairs’ SLA and,
Ltd with a proposal for reporting all until this has happened, the SLA will still be monitored.
Implementation SLAs before the However, Richard to check that measures are still available for
January HSRF. this SLA pending agreement of the CCN.
2. The performance will be than 27/9: Richard to provide details to Jerome and Liz of the SLAs
reported and reviewed at the which the Roll Out project board meeting in August agreed would
February session. not be reported against.
From 1/9 Richard will report on:
© 20 minutes on site repairs - all priority A calls and 25% of
priority B calls.
23/8: Richard will provide a report of implementation SLAs for
the next meeting which will be based on an appropriate sample of
calls as an interim measure
26/7: Richard to confirm before the next meeting what can be
reported on “Time to Repair”.
21/06 Two SLAs are under debate, one related to “Time to
repair” (schedule G10 Paragraph 4.2.4) and one related to
“Installation” (schedule G10, Paragraph 4.5.3.2.)
PON regard both of these as SLAs and anticipate that these
statistics will be reported within the SLAM.
21/6: Jerome to clarify contract details re whether this SLA refers
to Implementation only and to chase Martin O'Toole to provide
Quality figures. If figures not received in time for next SLAM.
report, Richard to let Sue know.
09/06: Repair figures in May report.
Quality figures to be chased prior to HSRF - evident need for
communication points between ICL Pathway and PON to ensure
delivery to timescales.
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24/5: Jerome is happy that this includes the correct frequency of
reporting. When figures are reported in May SLAM action to
close.
¢ Figures for ‘Repair’ will be included in May report
Quality - Jerome to check that Martin O'Toole is feeding figures
through monthly to Pathway.
AP000702
‘Grey’ Helpdesk Figures
Jerome to raise commercially that these
figures should not be greyed out as the
contractual position has not changed
even though IVR has been introduced
23/08/00
Mike Balmer
22/11: Agreement now to be reached between Keith Baines and
Tony Oppenheim.. Mike to pursue.
14/11: PON Commercial position is still the same.. The past
figures should not be greyed out . Mike Balmer to discuss further
if need arises
25/10: Paul stated that ICL Pathway still maintained that the
figures should be grey. Yemisi to talk to the PON Commercial
team to agree how past figures should be reported.
27/9: This has been discussed and from 9/10 IVR will be
switched off. PON believe that the boxes should now be shaded
yellow but ICL Pathway disagree with this. From Nov onwards
reporting will be back to normal. Stephen Muchow will consider
the retrospective reporting.
23/8: Paul and Jerome to disc eparately.
Carried
Forward
AP000712
LFS SLAs
Jerome and Paul to check what the
reporting requirements are for LFS
SLAs.
27/9/00
Richard Brunskill
Sue Stewart
22/11: Currently reporting on Cl4 migrated outlets only. Once all
offices are migrated onto Cl4 (December 2000) reporting will be
in colour. Sue to check if all outlets will be using barcodes.
10/11 - Full reporting on LFS SLAs was to commence once all
outlets were at Cl4 (CSR+). However, clarification is required
from PON that all outlets will be using barcodes as there seems to
be some doubt.. If this is the case, it may adversely affect the SLA
achievement.
25/10: This action was overlooked at the meeting and, therefore,
not discussed.
Carried
Forward
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APO000714
Outstanding Commercial Issues
Jerome to supply a list of all outstanding
commercial issues including volumetrics
27/9/00
Mike Balmer
Mike Hannon/
Peter Robinson
22/11: Mike Hannon and Peter Robinson still to complete TOR
which will then be passed to Mike Balmer to seek agreement and
take it forward.
14/11: Mike Hannon to supply list of outstanding issues . Mike
Balmer will be reporting on these and the current position re
volumetrics. Peter Robinson not yet contacted Mike Hannon.
25/10: Transaction SL. pended until Nov 2000 HSRF
meeting. However, it was noted that ICL Pathway would not
activate this in November because there was still no agreement to
the SLA as activation depends on the outcome of commercial
discuss Yemisi to chase progress on this issue with the PON
Commercial team. No progress had been made on the
volumetrics. Peter to contact Mike Hannon regarding the ToRs for
this. Yemisi to clarify whether Mike Balmer will be involved.
27/9: Transaction SLAs suspended until Nov 2000.
Mike Hannon and Peter Robinson to produce terms of reference
for a report detailing requirements by w/e 13/10.
Carried
Forward
AP000717
Outstanding Commercial Issues
Jerome and Paul to put pressure on the
Commercial teams for a decision on the
inclusion of calls relating to software,
call to fix, WAN calls and OBCS stoplists
27/9/00
Paul Westfield
Liz Tuddenham
Peter Robinson
22/11: Now presenting 1/12/00
10/11 - Paul, Peter and Liz presenting a way forward to the
Commercial teams on 22/11 after the HSRF.
25/10: Yemisi to chase the outcome of this action with the PON
Commercial team. General concern was expressed regarding the
impact on operational service and the subsequent need to
progress this issue.
Paul and Liz to arrange a joint meeting with Keith Baines and
Tony Oppenheim to take this forward.
27/9: This is now in the Commercial forum but the longer it takes
the harder the PON and ICL Pathway teams work will be to sort
out the backlog. Jerome/Mike Hannon to express concern with the
Commercial Forum
Carried
Forward
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that ICL Pathway have investigated as
much as they can and that they have
now moved forward.
AP000901 I IVR Message on Family Tax Credit 25/10/00 David Law 22/11: This was not discussed at the last Helpdesk Review Forum I Carried
To investigate with Mark Haynes but Dave Law will discuss with Mark Haynes on 28/11. Forward
whether the message was put on the IVR 25/10: Paul expressed concern on the total disconnect which had
system without consultation with ICL occurred on this issue. This had resulted in a key business
Pathway decision being made which impacted heavily on the HSH and
which ICL Pathway should have been in control of. David to
review the interface agreement via the Helpdesk Forum and
Harvey Skipsey ensure that this is then brought to the HSRF for final approval.
PON stated that the use of the recorded message at the NBSC had
been done with the agreement of the HSH as per the joint
helpdesk interface agreement
AP000902_ I Correspondence Server Failure 25/10/00 Paul Westfield 22/11: Correspondence still not received - Paul to chase Stephen I Carried
To write to Graham Shervington Muchow Forward
detailing the problems found, statin; Stephen Muchow I 25/10: Paul informed the HSRF that he understood that Stephen
Muchow had done this. However, it was agreed that the action
should be carried forward for Stephen to confirm at the next
meeting,
AP001002
RDOT Quality Problem
To arrange a joint ICL Pathway/PON
presentation on this issue at the January
HSRF meeting.
Jan 2001
Sue Stewart
14/11: Presentation currently being arranged for Jan.
Carried
Forward
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To provide HSRF members with a copy
of the e-mail response on this issue from
Steve Newman.
carrie
Forward
BIMS
To clarify with TP where root cause is
detailed and explain that BIMs reports
are not designed to include why
something happened
20/12/00
Sue Stewart
New
AP001102
20 Minute on Site Repair SLA
¢ Toarrange a meeting after the
January SRB has been issued to work
through examples of how the SLA is.
calculated.
¢ To calculate the figure based on the
previous 4 months data
Jan 2001
Liz Tuddenham
Richard Brunskill
New
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AP001103
Ghost Transactions
To provide details in writing of why this
known error is occurring, to enable PON
to make a decision on whether they
require the rectification date to be before
M1.
20/12/00
Paul Westfield
New
AP001104
Flag Cases
To work with Mark Haynes on
developing a process to deal quickly
with these high level complaints
20/12/00
Dave Law
New
APO001105
Continuity Test
To confirm that there was no impact on
OBCS data delivery when the test failed
20/12/00
Richard Brunskill
New
AP001106
Business Continuity
* Toask Martin Bennett why access to
ICL Pathway’s Business Continuity
Plans is not given to PON
¢ To check the contractual situation
with regard to PON having access to
ICL Pathway’s Plans.
20/12/00
Paul Westfield
Mike Balmer
New
APO0O1107
Remedies
To issue a credit note for the quarter
ending August 2000 subject to any
adjustments, by either PON or ICL
Pathway, arising from the checking of
remedies
ASAP
Richard Brunskill
New
AP001108
Operational Review Forum Feedback
Send outa copy of the initial report
with the November notes
* Send outa report with each monthly
agenda
¢ Include an agenda item each month
to deal with any issues arising from.
the report on an exception only basis
Ongoing
Sue Stewart
New
Notes:
AP001004 - Richard Brunskill expressed concern that clearance of the BIMs reports is delayed by TP expecting detailed explanations of why an error has occurred. The reports are
not designed to contain this detail as the root cause is explained elsewhere. Sue Stewart to clarify with those concerned in TP. (see APOO1101)
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2. ISSUES ARISING FROM SERVICE REPORT
Highlights of previous period’s service statistics, concentrating on failures to meet required service levels, including major incidents reported, service
trends and service achievements
e Helpdesk - Liz Tuddenham noted that call volumes are dropping at the Helpdesk and there is now a gap with the NBSC call volumes.
Paul Westfield confirmed that ICL Pathway are still increasing their staffing as planned and the Wakefield site is opening on 1/12/00.
He also confirmed that they have no plans to reduce staffing as they are trying to get to 2.2 calls per outlet per month. Current figures
are 2.6 calls from mature offices and 5.6 calls from new offices per month.
e Helpdesk Services/System Services - due to the Rectification actions which are starting to be implemented improvements should soon
be seen in these figures.
¢ 20 Minute On Site Repair - figure for the SRB is 84.9 against a target of 50. This is based on 1 months data and has been extrapolated to
give a 4 month figure. However Richard Brunskill would like to re-check the figures as he is not convinced that the calculation is
correct. Richard also agreed to calculate the figure based on the previous 4 months data. Liz Tuddenham stated that she would like to
look at a sample of the calculations and work through them with Richard and Peter to aid understanding of the way the SLA is being
measured. It was agreed to hold a sub meeting after the January SRB has been issued to do this. (see AP001102).
3, REVIEW EXISTING LIVE SERVICES
To review the on-going actions, such as fault corrections, agreed service changes and POCL related work.
System Running Slowly
Graham Shervington expressed concern about the number of slow running outlets (18 known). This is being managed as a Problem and
Paul Westfield confirmed that ICL Pathway are trying to identify what the issues are.
Ghost Transactions
Graham Shervington also expressed concern about the number of offices reporting ghost transactions on daily reports (15 known,
anecdotally hundreds) . This is a Known Error and Paul Westfield explained that ICL Pathway are proposing to rectify this in M1 (due
March/April time). Paul agreed to provide details in writing of why this is happening so PON can assess whether they require
rectification to take place before M1 due to the impact on PON. (see AP001103)
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Complaints/Flag Cases
Liz Tuddenham explained that Flag Cases which are dealt with by PON are high level complaints which have been sent to Directors or
MP’s etc. PON have an agreed process to deal with these complaints and requested that a fast track route is built into ICL Pathway’s
complaints procedures. Liz agreed to send copies of the complaints to Paul Westfield so that he is aware of them and Dave Law agreed to
work with Mark Haynes on developing a process to include responsibilities etc to enable a quick turnaround. (see AP001104)
4, ISSUES FOR REFERRAL TO THE IMPLEMENTATION BOARD
To identify issues for escalation.
None
5. PREVIEW OF SERVICE CHANGES
Advance notification of major changes and new work, and review of the impact of these may have on Service requirements.
None
6. SERVICE IMPROVEMENT INITIATIVES
Suggestions for improvement to the Service
None
7. ANY OTHER BUSINESS
To discuss any other issues
Continuity Test (switch to Wigan from Bootle)
Graham Shervington expressed concern as to why the continuity test failed and Paul Westfield replied that the root cause of the failure
was not yet understood by ICL Pathway. Paul also explained that a re-test would be carried out once the root cause had been identified.
Graham Shervington understood that agreement has already been made to carry out the re-test in early January, on a weekend to
minimise any impact. Liz asked for confirmation that there was no impact on OBCS data delivery and Richard Brunskill agreed to check.
(see AO001105) Forum to monitor progress.
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Business Continuity
Graham Shervington asked if PON could have sight of ICL Pathway’s Business Continuity Plans as copies of these have been refused. Paul
Westfield replied that he did not understand why this had been refused but he will investigate with Martin Bennett and feed back to the
next meeting. Mike Balmer also agreed to check the contract to establish if anything was detailed about access to the Plans. (see AP001106)
Remedies
Liz Tuddenham explained that PON is now ina position to agree March Hardware and Netware figures of £51091.90 and confirmed that
the BIMS figure for the quarter ending August 2000 is agreed as £27900.00. Paul Westfield expressed concern about the time taken to clear
the backlog and Liz explained that an adjustment factor principle has now been agreed which should speed up the resolution of these
figures, Richard Brunskill and Liz Tuddenham agreed to work closely to get the remedies standardised and sorted out. After some
discussion it was agreed to issue a credit note for the quarter ending August 2000 subject to any adjustments, by either PON or ICL
Pathway, arising from the checking of remedies. (see AP001107)
Richard also produced a summary report of remedies which he will amend to detail the adjustments and continue to supply on a monthly
basis for each HSRF.
Feedback from Operational Review Forums
Liz Tuddenham explained that a brief report giving feedback from each of the Operational Review Forums had been developed. It was
agreed to send out an initial example copy with these notes and in future to send out each monthly report with the agenda. A standard
agenda item will be included each month to deal with any issues arising from the report on an exception only basis. (see AP001108)
8. REVIEW
To identify improvements in the meeting schedule
The meeting schedule detailed below was agreed for the year 2001. Additionally it was agreed to cancel the December 2000 meeting,
however the Service Review Book will still be produced.
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Agreed Meeting Schedule for 2000
Venue: Gavrelle House _ Timing: 10.00 - 12.00 Dates: Wednesdays
: : __ 1 :
: . ober :
“May No ber _
{Dec Cancelled
Agreed dates for 2001 Meetings:
Venue: Gavrelle House Timing: 10.00- 12.30 Day: Wednesday
24 January 25 July
28 February 29 August
28 March 26 September
25 April 31 October
30 May 28 November
27 June 19 December
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