Notes of Horizon Service Review Forum
Held on 26 November 2001, 11:00 to 13:00, POL Dearne House
Chair: Don Grey POL Business Service Management
Attendees: — Liz Tuddenham POL Business Service Management
Mike Balmer POL Commercial
Marc Reardon POL Automation
Julian White POL Business Service Management
Sue Stewart Minutes
Paul Westfield ICL Pathway
Richard Brunskill ICL Pathway
Eric Hillier ICL Pathway
Apologies: Peter Robinson ICL Pathway
Beverley Evans POL Automation
Dave Law ICL Pathway
Guest: Paul Uden POL Transaction Services
Purpose: The Horizon Service Review Forum provides a regular opportunity for POL 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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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)
= . .
ae : _ : aT ' eut
APO10112 OBC Network Forum issue 29/05/01 I Dave Law 26/11: Document to be copied to Liz Tuddenham 26/11 for Carried
To ask the Operational Review review - OLA to be completed within one month. Forward
Forum to develop an OLA to 23/10: Formal review of draft due to commence on 16/11/01
manage the service and make it Sue Stewart - a copy has been requested for this forum.
more visible. (Details below) 28/02/01 30/10: Review of draft being made by Nick Embling, John
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Wood and Dave Law on 02/11.
25/09: Awaiting new draft format
19/09: Draft OLA attached with minutes however an updated
version is due by 28/09 for circulation.
28/08: Draft version should be agreed and signed off by 31/8.
Copy to be circulated to HSRF attendees.
24/ 07: OLA to be discussed in a separate workshop as it now
requires more detail. Sue to speak to John Wood to target
completion by the end of August. Attendees of HSRF to be
provided with OLA produced at the meeting.
26/06: Draft structure to be discussed at July meeting, SS to
feedback to the ORF that the OLA should be agreed and
finalised by the end of July.
21/5: SS discussed this with John Wood and the OLA will
now be developed. The May meeting was cancelled but an
agenda item will be included for the June OBC N meeting.
i
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ee
mpl
AP010304
Transaction Services
Update the forum on what is
happening with these SLA’s
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12/06/01
24/04/01
Mike Balmer
26/11: Keith Baines to review , in the next couple of days, the
document recently received before formal review.
30/10: A draft CR has been issued which was rejected by ICL
Pathway. POL evaluating reasons for rejection.
25/09: Issues still not resolved.
28/08: To keep the HSRF updated on what is happening in
the Commercial Forum re the outstanding 3 /4 EPOSS
transactions (CCN cannot be raised until these issues are
resolved).
24/ 07:
¢ Confirmed that there is no requirement to recreate CSR
timings
¢ Awaiting final confirmation that all benchmark times for
CSR+ have been agreed (Smartcard outstanding). S10 and
M1 releases have impacted Smartcard so this will be re-
benchmarked. Once agreed the CCN will be submitted to
MB for agreement with Keith Baines.
26/06: Extension letter sent out 23/5.
1. MB tocheck with Keith Baines if there is a need to recreate
CSR timings to insert retrospective figures in the SRB
2. MB to raise a CCN to agree the new benchmark times for
CSR+ which will also trigger the datawarehouse to
commence work on measurement and reporting, PW
stated that there will be a delay before measurements can
be reported but agreed to include timescales in the CCN.
29/5: This issue is still not resolved, MB to ask Keith Baines to
send another letter to ICL Pathway allowing an extension to
the greying out of the figures in the SRB.
24/04: The HSRF noted that progress is being, made in the
Contractual forum. MB to update the HSRF on a monthly
basis of progress.
Carried
Forward
AP010802
Rectification Plan CCN’s
To check if the switching on of the
notification at the counter that a
node is not communicating, will be
in the Rectification Plan CCN’s . If
not to raise a separate CCN.
25/09/01
Liz Tuddenham
Paul Westfield
23/10: Proposed message with amendments submitted to
Communications for sign off.
30/10: CCN not required, LT to check whether any release
documentation needs changing , wording re helpdesk
telephone numbers and when the switch on can take place.
25/09: PW believes that a CCN is not required. LT to talk to
Keith Baines to clarify
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contract to stop this being done
either in the back of the van or a
suitable room in the post office
premises and whether any changes
would be needed to the Contract to
facilitate it
Mike Balmer
30/10: This is now agreed in principle - for SLA purposes the
engineer will still be classed as being ‘on site’ whilst in the van.
PW to write to POL and confirm how this will operate,
including concerns re security of data.
23/10: Proposal explained - update to be given at the
meeting on 30/10
25/09: LT to talk to the PON Commercial team and explain
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etic
AP010805 SPOC - Call transfers between 25/09/01 Mike Balmer 26/11: MB to get a definitive statement from Mike Hannon re I Carried
helpdesks current status of this. Forward
* To investigate if the HSH Sue Stewart 23/10: CR not raised as there is still discussion re whether or
processes could be changed. nota one is required. Mark Haynes progressing with PW.
when calls are transferred so Dave Law 30/10: CR not yet raised - SS to speak to Mark Haynes to
that the telephone number is not progress
requested for validation 25/09: Asa contract change is necessary DL has asked Mark
purposes Haynes to raise a CR to take out the request for the telephone
* To discuss the potential changes. number as scripts etc need to be changed.
to the Interface document with
Mark Haynes Paul Westfield
AP010806 Base Unit Swaps 25/09/01 Paul Westfield 26/11: PW sent an e-mail to LT and SS after the October Carried
To find out if there is anything in the meeting which neither received - PW to re-send. Forward
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the proposal from ICL Pathway
26,
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AP010310 - This action was previously closed with a commitment from Dave Law to provide details of environmental issues to the Commercial teams ona case by
case basis. This has been done within ICL Pathway but POL Commercial team have not had any information provided. It was agreed to provide the Problem
Management ORF with the Case Law procedure which is used for BIMs to help them manage the issues. PW and MB also agreed to let both Commercial teams know
that this process will be used in future for environmental issues.
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ction Point
Date to be
oO
status
APO11101
Emulator Pilot
¢ To let LT know if the pilot will
not start until the CCN is
signed off.
*¢ To speak to Mick Theobald re a
representative from BSM and
the retail line being present at
the test on 06/12.
06/12/01
Paul Westfield
Liz Tuddenham
New
APO11102
SLA Exclusions
To check progress of the document
review with Commercial team.
14/12/01
Mike Balmer
APO11103
LFS
To give an indication in Decembers
SRB on whether or not the Cash on
Hand problem has been fixed by
S10R
14/12/01
Richard Brunskill
New
APO11104
ORF Feedback
Speak to the chairperson of each
forum to ensure feedback is
provided monthly
14/12/01
Sue Stewart
APO011105
OBCS Failure
¢ Issues to factor into the review:
¢ SLA impacts
«¢ whether NBSC were
telling outlets to inform
HSH of reboots
* targeting of MBS to
affected offices
07/12/01
Julian White
APO11106
ICL Pathway Scorecard
To discuss within ICL Pathway the
feedback from POL
18/12/01
Paul Westfield
AP011107
Network Reinvention
To discuss the contractual
implications of the potential %
increase to the number of OBC
changes with Keith Baines
18/12/01
Mike Balmer
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APO11108 Husthwaite Closure
To send a letter to ICL Pathway re I 18/12/01 I Don Grey New
the closure of Husthwaite
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
Management Summary
© Increased number of training calls - LT asked if there was any further information on why this had increased so much. RB explained that the increase is still under
Rectification Plans
+ ICL Pathway have received the response from POL regarding changes to some of the wording but didn’t feel that there were any problems so hopefully this is now
close to resolution.
System Service
¢ LT asked what the failures relating to Energis were. PW explained that most of the problems had occurred over one weekend when Energis had restricted the
network. Engineers trying to swap base units could not get through and download the information successfully. Energis should not have done this without
informing ICL Pathway and PW is taking this up with them to ensure it doesn’t happen again. LT asked if a process could be developed to let POL know in
advance if this was going to happen but PW explained that realistically ICL Pathway would not know in advance because it would be a fault, not a planned
occurrence.
Emulators
© PWexplained that the CCN had not yet been signed off and the pilot has not commenced although a test is due to take place in Stevenage on 06/12/01. He asked
for POL’s views on running the pilot throughout December. LT replied that it would depend on how intrusive the pilot is going to be - PW explained that it
would be during opening hours but would not take out a counter position or impede on customer service. POL agreed in principle that the pilot could be run
throughout December but will assess the implications after the test on 06/12/01. PW agreed to confirm if ICL Pathway will not start the pilot until the CCN is
signed off and DG requested that a representative from BSM and the Retail Line would be there to witness the test - LT to discuss with Mick Theobald. See
APO11101.
e SLA Exclusions - RB asked what the current status of the document review was - LT amd MB have given feedback on the document to the Commercial team -
MB to check progress. See AP011102.
se SLA’s are not being reported on LT asked if there would have been any impact on them by going into fallback mode because of the OBCS failure
and whether there was any report which could be produced to show this. RB replied that there would not be an impact and that he would not be able to produce a
report which would give a true view of the situation.
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LFS.
* LTasked if the Cash on Hand problem had been fixed by S10R - RB replied that he would not know until the full estate had received S10R (early December)
Reporting will commence in January 2002 but he agreed to give an indication next month on whether or not it has worked. See APO11103
Release Timetable
° BI Datacentre migration has been successful
¢ BI1 Live estate has been put back by one week but there are no problems
¢ SI0R - 35 outlets remaining of which a high percentage are closed or temporarily closed
© Unattended Reboots - a riposte message will now occur to inform counters that it has taken place but they will also still receive a memoview message. MR
investigating as there will be no requirement for this.
¢ Sep/Oct 2002 release - any CR’s for this need to be completed by December 2001 for inclusion
* Banking Release - the Banking team and ICL Pathways dates do not agree , this is being sorted out. This release also clashes with the cash account release for that
year.
¢ Your Guide - all releases are updates to the current pilot offices which should have no effect on the counter. A decision has not been made yet on full roll out and
discussions are ongoing re the pilot.
3. REVIEW FORUM FEEDBACK
To discuss issues escalated from the Operational Review Forums
* As there was feedback missing from a couple of forums $$ agreed to talk to the chairperson of all forum to ensure they are included in future. See APO11104.
4. OBCS FAILURE
To identify learning points and improvements
Key findings from both POL and ICL Pathway reports were:
¢ Problems were associated with the Scavenger tool
© Communication to offices and Senior Managers internally in both POL and ICL Pathway must be quicker
¢ The release of message broadcasts to outlets must be quicker
¢ A review of which option should be used on SPOC to assist call handling should be undertaken
-ompleting a full review of the Problem.
ed if there would be an impact on TIP data delivery SLA’s and RB replied that even though the data will have been rejected, because it was actually
received it would still record an achieved SLA - JW to factor this into the review. PW stated that the associated helpdesk SLA’s would fail.
¢ DGalso noted that there had been some confusion in whether a re-boot was required or not and PW explained that there had been unnecessary confusion in ICL
Pathway which had caused delays in the MBS message. RB confirmed that associated re-boots would be reported in November's SRB but it was unclear whether
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or not outlets told to reboot by NBSC were also told to inform HSH that they had done this - if not then these reboots would not be counted in the SLA calculation.
This will also be factored into the review.
PW agreed to check the history of Scavenger and identify any lessons learned to prevent similar occurrences in the future. He also agreed to find out what activity
reports (if any) Scavenger produces and how the information is used.
MBS was nol targeted to offices affected (i.e. Northern Ireland offices told unnecessarily) - this will also be included in the review.
Impacts of the failure are still being evaluated.
NRO
To track progress of Horizon roll out to the remaining offices
¢ NRO Plan - 7 offices remaining, 2 scheduled for December, 1 scheduled for January 2002 and 4 with no planned dates.
* LT explained that concerns had been expressed by Territory representatives about the offices left to migrate via OBC procedures. PW was not aware of any major
issues and LT and PW agreed to discuss the issues after the meeting to help progress the outstanding offices.
6. ISSUES FOR REFERRAL TO THE CONTRACT BOARD
To identify issues for escalation.
None
7. SERVICE IMPROVEMENT INITIATIVES
Suggestions for improvement to the Service
ICL Pathway Scorecard
¢ DGexplained that this had been a difficult and thought provoking exercise, When completeing the scoring it had been difficult to make a distinction between
Corporate ICL Pathway and individuals and teams within ICL Pathway.
* PW gave a view of what he felt the scores should be and then DG went through the scores which POL had given with explanations of why particular scores had
been allocated.
© DG said that POL would be happy to complete the scorecards on an ongoing basis but asked PW to consider whether or not it was the right framework. PW
replied that the suggested format could change as it needed to reflect what was important to POL. One suggestion from POL was to end up with the top 3
improvement opportunities for ICL Pathway to focus on.
* PWagreed to discuss within ICL Pathway and bring the scorecard back to a future meeting for further discussion. See AP011106
° It was agreed that the scoring would be completed on a quarterly basis
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8. ANY OTHER BUSINESS
To discuss any other issues
ent an e-mail to LT regarding the switch off at Husthwaite on 30/01/02. He asked what information was available to allow ICL Pathway to formally ‘size’
the impact of the switch off. A CR had been requested by ICLP, but it was agreed that one was not needed and this could be done via a formal letter from DG.
Consideration should be given in the longer term whether an operational change management process was needed. See AP #######
Network Reinvention
¢ PWstated that he was aware that there is a plan for network reinvention which is likely to increase the number of OBC changes substantially. For ICL Pathway to
meet the anticipated demand they will have to recruit and will require 2 months to train staff. The current Contract allows for up to a 10% change across the
network - a CR should be raised to increase this percentage figure if necessary. MB agreed to discuss the contractual implications with Keith Baines, DG to give
PW an informal briefing on Network Reinvention plans outside of the meeting. See AP011107
Network Banking
© PWhad received feedback from the project that some general SLA issues are to be raised by POL. DG and LT were unaware of any issues other than the
anticipated changes to Schedule G10 around time to fix SLA’s.
MBS.
¢ PW believes that there are still issues with the use of MBS and quoted an example of when ICL Pathway had wanted to use it for 100 offices regarding a Quantum
issue on 19/11/01 but it was denied because it was not in connection with a Problem. JW explained that he is trying to move the control of MBS to Problem
Management in the future to sort out some of these issues.
9. REVIEW OF MEETING
* It was agreed that meetings would be held every two months but with monthly dates left in diaries in case there is a need for a meeting. It was also agreed to
arrange the meeting dates earlier in the month. Proposed schedule attached.
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Proposed dates for 2002 Meetings:
Timing: 11:00 - 13: 00
DATE VENUE DATE VENUE
24 January 2002 Stevenage 17 July 2002 Dearne House
20 March 2002 Dearne House 18 September 2002 Stevenage
23 May 2002 Stevenage 21 November 2002 Dearne House
Standby dates:
20 February 2002 Dearne House 21 August 2002 Stevenage
17 April 2002 Stevenage 16 October 2002 Dearne House
19 June 2002 Dearne House 18 December 2002 Stevenage
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