ICL Pathway Customer Service Ref: CS/REP/0105
Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
1 SUMMARY
The has been no major operational issues with the live service this month. However there has
been a significant drop in the SLA achievement for reference data counter delivery. This is
because the SLA is now being properly measured through use of the acknowledgement agents
and the deployment of M1 has caused issues with non-delivery of reference data by 3am to
migrated outlets. This is under investigation.
$03 has been applied with no issues.
Agreement has been reached with PON on the SLA Day D Rectification Plan. The PSTN laptop
solution will totally replace the Satelan and AP Paper recovery solution . This will be deployed
end 2001.
Work is progressing on the implementation of GGP. Reference data activities on the forms
printing service is going well. The live test system is mostly installed and work is progressing on
the pricing and description Contents Hosting Service . The price to the customer is more than
expected and there will have to be a Programme view on how to proceed before we present this
to the customer.
Work is progressing with TDA to put to bed our final position on SLA’s and service availability.
There are still a number of Quantum issues which are causing concern to POCL. Work is
progressing on the resolution of these issues.
There will be approximately 89 counters being passed across to us from implementation. This is
much higher than expected but it should be able to be handled by CS with some temporary
assistance from Implementation.
ACS OMR will be carried out over the next 2 weeks
1.1 VITAL STATISTICS
Live Base as at 25th May 2001: 17,517 Post Offices, 38,178 Counters
Cumulative Data is from 1% December 1999 to 25th May 2001 inclusive
Monthly Data is from 1‘ May 2001 to 25th February 2001 inclusive
OBCS
Total number of transactions to date 601,887,700
Total number of transactions in May 43,980,084
Total value of payments to date £46,802,440,990
Total value of payments in May £3,771 ,484,332.59
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EPOSS
Total number of receipts to date
Total number of payments to date
Total number of zero value transactions to date
Total number of receipts in May
Total number of payments in May
Total number of zero-value transactions in May
Total value of receipts to date
Total value of payments to date
Total value of receipts in May
Total value of payments in May
734,011,908
137,492,320
59,800,087
49,494,023
7,151,475
4,715,129
£41,045,997,099
£12,979,913,935
2,997,593,309
723,652,544
APS
Total number of transactions to date
Total number of transactions in February
Total value of receipts to date
Total value of receipts in February
251,442,963
21,986,657
£6,662,417,028
£559,586,843
NOTES:
e EPOSS zero-value transactions include issue of books, change of address, etc.
e Cumulative Data from May 1999 will be published once analysis of archived Data
Warehouse data is complete.
« Weekly data is now available on the Customer Service web site.
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Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
2 PROGRESS
2.1 OPERATIONS & SUPPORT
2.1.1 Achievement Against SLA
2.1.1.1 Business Incident Management
Achievement for May 2001 is not expected to reach conformance of 100% due to on
going delays in acquiring data for receipts and payment incidents. This is currently the
subject of a review with the SSC re the re-deployment of staff to MSU.
2.1.1.2 Helpdesk and System Service
Week Ending "05/05/2001 72/05/2004 71970513001 [26/05/2001
SEs
Gate Ege Com Aira a0 sonra 2 a — es ETN 1.10%
ais beware acne rem a8 Tai 268i
[Calls Answered < 40 seconds ESM 99.89% 8,740 96.76% [RTE 12,914 PA
Sais mesoka patorants
Level 1 Calls resolved in < 6 minutes 2549
2,190
4658 3,974
Level 1 Calls resolved in < 10 minutes 2,550
2,199
4666 3,99
[Fotal Level 2 Calls 4764
1,358
4,977 4,942
Level 2 Calls resolved in < 30 minutes 4753
4,351
1,964 4,919
Level 2 Calls resolved in < 45 minutes 4,758
:
Led
=
99.66%
PEC 99.71%
4,973 4,933,
98.
99.80%
[Total Hardware A Calls 2
Hardware Prony A < 4 hours
2
40
Hardware Priority A < 6 hours (Remedial) 42
10
Hat
[Total Hardware Priority B Calls 781 768 820 222
Hardware Priory B < 8 hours 780 768 819 824
dware Priority B< 10 ho iim 99.87% (ic) 820 822
HGH I
Be
=A
ma
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2.1.1.3 Data File Delive:
ty
Wook Ending
05/05/2007
7210572001 71970572001,
Target
Volume I Achieved
Volume I Achieved I Volume I Achieved
DFO Services
APS Data File Dotivery Performance (Remedial)
6,168,031
4.229.477 5,200,722
bay B 6,118,383, 4,202,689 5,248,016
Day ¢ 32,472, 13,863 16,693
Day D [xm 99.84% (ERPCcwe 99.90% —EReTTMN 99.82%
/OBCS Data File Dolivery Performance (Remedial)
Day 8
42,560,168
11,030,946
42,504,070
11,883,251
Day c
27,226
19.517
Day D
REEL 99.88%
99.85% [BRTerIamy 99.87%
[TPS Data File Delivery Performance (Remedial)
67,089,014
46,685,284 50,724,989
66,535,048
46,308,650 50,187,377
336,988
261,658 302,321
RL 99.79%
EXIM 99.81% [ERE 99.75%
bay
95.52%
85.72%
Day ¢ 98.85%
Day D 99.43% 99.18%
LFS Services
JOutiet to SAPADS Data Transfer
Pouch reed at Outlet Day A
Pouch rec'd at Outlet Day 8
99.57%
Pouch collected from Outlet Day A
Pouch colected from Outlet Day B
99.64%
Daly Cash on hand details Day A
86.29%
[Weekly SUSoH 22.00 Day C
[Weekly StiSoH 23.59 Day C
[Weekly inventory 22.00 Day ©
[Weekly inventory 23.59 Day C
ISAPADS to Outlet Data Transfer
Delivery planned orders Day A
Delivery planned orders Day 8
99.68%
Delivery advice notes 08.00 Day C
Delivery advice notes 12.00 Day C
i ee
2.1.2 Network
The operational service has run with a good level of stability through the month.
2.1.3 Business Continuity
Business continuity testing has by and large recovered from the delay caused by
our customer's MBCI over OPTIP.
A number of the centrally-held Business Recovery Plans have been extracted
from the database and will be updated in time for the BRAO1 Disaster Recovery
walkthrough planned for
2.1.4 Support
June
The call rate has remained at a lower level during May. The one significant operational
issue related to files being sent to TIP twice. SSC staff were involved in resolving this.
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Also a number of Outlets going through M1 migration required technical assistance
from SSC staff.
John Simpkins has been involved in early work on GGP.
Initial work towards identifying non-functional requirements for Network Banking has
been undertaken There is currently a risk that if all Network Banking transactions are
encrypted then SSC will not be able to provide support.
Total calls raised through SSC - 419
Total calls closed through SSC - 438
2.1.5 Reference Data
Day to day service is running well.
The Reference Data for ACP has caused some problems and for the final service is still
to be resolved.
GGP forms printing data is available and it looks as though GGP will be OK. ICON’s for
GGP are now being processed.
The RDMC workstation re-build has been performed on one workstation and is largely
satisfactory. The intention is to move this on to the other workstations and then
implement security. A meeting is to be scheduled by PIT.
Message broadcasts continue to run at an average of 1 per day.
AP Client migration continues — there have been a number of minor issues but largely
the change-over has gone according to plan. The introduction of the new CTO service
is still pending final sign off of the CCN.
Audrey Adams has raised a CP to improve the issues with Cash Account for new year.
RDT have been asked to look at the possibility of providing additional proving for the
Scavenger Agent. A proposal has been put to Gill Jackson and we are awaiting her
comments..
A counter connected to the RDT Rig has been made available to Eposs Development.
This supplies them with up-to-date reference data.
2.1.6 POCL Interfaces
The overall service on APS remains generally good. There are issues over Quantum -
see later section.
There was one significant operational issue where files were sent to TIP twice.
The LFS pilot within PON has continued through the month.
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Date: 30/05/2001
2.1.7 AP Client Migration
DVLNI and a further 23 Girobank clients have been successfully migrated to Horizon on
16" May. A further Girobank migration has been scheduled for 30" May.
The SWALEC DIT is complete and the DIT report has been issued for approval.
The NIE DIT week 1 is complete and one issue has been raised, which is currently with
HAPS for investigation.
RSA have indicated that they are reviewing their relationship with the Postoffice. All
activities are on hold until further notice.
The start of the ACP DIT is delayed due to problems with the reference data.
PON have assured us that the Talexus CCN will be approved without creating a
funding gap for Pathway. Schlumberger has provided Talexus keys for development.
The hardware used for FTMS gateway is not available any more. TDA are looking for
an alternative, which PIT will have to test. Currently with TDA and escalated to Cliff
Wakeman. The new gateway spec is expected by 29th May.
The implementation activities for TVL are behind schedule. The site survey is
complete. Awaiting update on ISDN lines.
The introduction meeting with Consignia Customer Management regarding BBC
Renewals has again highlighted the need to improve our process for client interaction.
This has been refereed to Business Development.
2.2 INFRASTRUCTURE SERVICES
2.2.1 MSU
2.2.1.1 Service Performance
We are still reviewing the historical System Service remedial payments invoiced to PON
for September 2000 to March 2001. Currently we have only cleared to August 2000 —
this delay is entirely applicable to PON who are slow in providing a response to our
submissions. It is expected that we will have November 2000 completed by the end of
May 2001. MSU are submitting current months to PON in accordance with the time
scale agreed.
The poor coding within the HSH is hampering software call remedial calculations. MSU
are leading a team from both the HSH and MSU to resolve the issue and revisit the call
matrix. The delivery of software calls to PON has been relegated in priority due to their
backlog in dealing with the hardware / network presentations. This will in turn give ICL
Pathway time to ensure that software calls are not classed as remedial in error.
MSU have designed an Access database to calculate the SLA and the remedial
payments due for all hardware, software and network calls. This is currently undergoing
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testing and will be used by the HSH via direct access to the MSU V drive. This will
remove the need for separate sets of data, maintain an audit trail of call corrections and
is dynamic in the sense that the SLA calculations will be reviewed each time a call is
amended or re-coded. We will be using this database in the live environment from June
2001.
2.2.1.2 Incident Management
Receipts and Payment misbalances continue to form the bulk of the incidents received.
These are being dealt with as high priority and tracked as cross-domain problems. MSU
are insistent that all fixes are progressed through to the live estate as quickly as
possible to avoid financial integrity issues.
APS reconciliation continues without any real problems other than PON delays in
providing TIP processed values. We have written to PON expressing our concern in
being unable to provide the daily reconciliation in accordance with the joint agreement
when the delay is entirely attributable to their own system issues.
Network banking report specification has been completed and is subject to a review
with the TDA this week. I believe we have been successful in ensuring a reconciliation
system that not only reports by exception but also provides a daily reconciliation at all
points in the process.
2.2.1.3 IT Support
No real issues. We are looking at the processes required to take on the asset
management and IT ordering processes for the entire Large Projects Division. MSU are
currently reviewing the procedures necessary with representatives of all the applicable
divisions and with HR. It is expected that this work will commence in the very near
future.
2.2.1.4 Operational Services
The newly created team within MSU has now settled in within FEL 01 and BRA 01. This
team continues to cover the existing problem management, CP, PCCB processes
within CS but now also has responsibility for the non-polling function. No problems are
currently reported.
2.2.2 Strategic Services Unit
2.2.2.1 Field Service Management
By the end of May a total of 315 Site visits will have been competed by the FSM team.
Frensham Way was successfully re-rolled and migrated on the 2" May, using a
satellite solution. There were a disappointing number of early-life and fail-on-fit
equipment failures, which initially made it difficult to assess the system performance.
Following discussions with PON and the local Federation of Subpostmasters, the office
was placed under the control of a PON HFSO for a fortnight, to assess the situation
impartially. During this period some disruption of the office LAN was observed. This
was traced to working practices in the office, where a lot of business was transacted
within a single customer session, which appeared to overload the LAN’s capability.
Third line has raised this with the TDA and Escher. Overall, the system behaved to
specification, and the HFSO reported that it was fully usable.
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Whilst the office has been able to trade normally, there has been some disruption of
the satellite communications. On at least one of these occasions, the cause has been
traced to vandalism damage of the satellite dish. Further incidents are under
investigation. HOT have been asked to submit proposals for a cowling to protect the
dish. The original operational problems at Frensham Way have not recurred since the
transfer to satellite communications. As such, the Divisional Alert will now be closed.
Dave Law and Reg Barton attended two days of the National Federation of
Subpostmasters annual Conference to gauge attitudes to Horizon. Delegates were
mainly concerned at the lack of interest shown by PON in progressing system operating
improvements. Concerns were also voiced over system problems with Quantum cards,
loss of Northern Ireland Electric work, and slow running. A number of service
improvement opportunities were raised, and a full report has been compiled and
circulated.
2.2.2.2 Service Management
2.2.2.2.1 Customer Complaints
The table below shows Customer complaints received between 1* May and 29" May.
Complaints are received from 3 sources: NBSC, PM's directly and referrals from Support
sections. After investigation, the team has identified that approximately 60% of complaints
raised are not justified, all complaints are responded to and investigated.
We have responded to 42 complaints = 19 justified and 23 not justified.
Wrong I Attitude I NBSC System Install I Engineers I Electrics
Advice
Raised to 18 3 0 14 6 ie) 1
(c.s.
Raised to 6 1 0 12 i?) 1 0
IHSH
Referrals to PON - 5 problem sites and 12 complaint calls.
To date 22 outlets have been referred to PON for retraining, 19 have completed
retraining. 11 have shown a dramatic reduction in calls to the Horizon Helpdesk since
retraining has been completed. 1 1are still on monitor until calls have reduced, or further
action is required by PON.
The complaints from NBSC have remained fairly constant.
The HSH complaints have increased slightly, this is due to the M1 release. Complaints
regarding Agent attitude have dropped again in this period. I am sure this is due to the
measures that have been put in place at HSH to deal with these problems. All issues
have all been addressed individually by the advisor's managers and are alerted to the
Call Centre Manager and the Operations Manager.
Wrong advice complaints remain fairly high; these are still being monitored. HSH are
recommending refresher courses for offending agents.
System issues remain high, these include non- polling problems, Quantum issues, slow
running counters M1 issues and "Blue screen problems. Implementation issues are
starting to increase as the rollout team disappears.
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Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
2.2.2.2.2. HSH Call Reduction
The chart below shows the results to date of the impact of an MBS message sent to all
outlets to reduce the number of inappropriate calls being received at the HSH. The
results are disappointingly low at 12%, however May includes the M1 upgrade. June will
be monitored for any further improvement. This still equates to a £497k saving over the
life of the project.
Inappropriate Calls passd to the NBSC
Results prior to the MBS Message Results after MBS Message April I May % a
ZI_O2-Apr I 09-Apr_I 16-Apr I 23-Apr I 30-Apr_I O7-May I 14-May I 21-May Average I Average I DecreaseI Saving
fon 314 258) 270) 238] 212) 219) 225 223] 270 219, 19%] £ 3.053
Tue 280 264 237] 208] 219 224 201] 227 247 218) 12%I £1,770
Wea 418 387 346 369 353} 277 347 395 378 343 9%] € 2,085
Thu 282 250] 243 255 230 224) 243 263 28! 240 7%) £1,050
Fri 21 208I 204 209] 178) cTal 170} 178) 208! 174] 16%] £2,045
[Sat 93) 111 I 20] 74 80) 9 88 E 86 10%! £ 600
[Sun I oI I fl 1 ol fy i I 4 wort Ie 30
[TotalCallsI 1606) 147aI__—‘taaxI— asa 1267/2035) i280] __—ta73 ias7I2e1I 12% € 70573
(eH) I _(BH) (BH)
‘Average taken for 13/04 and 16/04 ‘Average taken for Monday 07/05
2.2.2.3 Outlet Business Change
Committing time to introducing OCMS into OBC is proving difficult. After months of
delay in getting the application, it has been made available at the time when OBC work
is at a peak — initially the end of year PON ‘clear-out’ and now the Implementation tail.
Where time has been put aside, basic problems have been encountered such has no
terminals built, no secure-ID issued, wrong IP addresses installed. I am committed to
getting this in, but it will be as time and resource allows. In the meantime, the team is
continuing to use the manual processes and their local Access database to meet the
OBC task. Geoff Coxon is available to update the ACDB until the end of June for new
outlets, after which, SSC will need to assist until OCMS is in use.
CS takes on the Implementation Tail as of 4" June. It appears there will be 89 outlets
coming across. The team has been working for some months on procedures and
processes and is ready.
The following tables show actual deliveries for May and firm orders for changes up to
the end of September.
Opening/Relocation/Refurbishment (Outlets)
Month [Total (Actual Deliveries Actual Deliveries Additional to
Deliveries Allowed Within (Contract
(Contract
May 119 [23.76 95.24
Month ITotal Orders [Forecast Deliveries [Forecast Deliveries Additional
IAllowed Within jto Contract
[Contract
une (117 [23.83 93.17
uly 80 INot yet Available INot yet available
\August 14 INot yet available INot yet available
[September it INot yet available INot yet available
Closures (Outlets)
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Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
Month [Total IActual Deliveries (Actual Deliveries Additional to
Deliveries IAllowed Within (Contract
(Contract
IMay 33 14.85 18.15
Month [Total Orders IForecast Deliveries _ IForecast Deliveries Additional
Allowed Within jto Contract
(Contract
une 14 14.89 INot yet exceeded contract
uly It INot yet available Not yet exceeded contract
IAugust (0 INot yet available INot yet exceeded contract
September it INot yet available INot yet exceeded contract
Implementation Tail (Outlets)
Month (Total
June. 35
uly 36
August iu
September 4
2.2.3 Business Effectiveness
Scope of the BET expanded to extend the tried and tested process engineering work
previously carried out within CS across the whole of Pathway.
Pathway Business Process Architecture (PBPA): Stephen Muchow agreed to own and
sponsor the development and maintenance of a PBPA, which will drive top-down
process engineering within Pathway.
Preparation for the October ISO audit: Continuing.
Process definition projects on hold: (a) Release Management awaiting Pat Lywood
validation and approval, (b) Management Care awaiting policy input from Paul
Westfield.
Ongoing process definition projects: (a) AP Client Take-on, (b) Field Service
Management, (c) MSU Remedy Reporting, (d) Addition of Virus Management within
Incident Management.
New projects started this month: (a) Review of OBC driven outlet change processes.
Process issue management / resolution: (a) improvements to the Problem
Management Process to improve the handling of complex problems, (b) cross-
dependency between reference data and release management.
Inputs to new projects: (a) Process inputs on GGP incident management, (b)
Attendance at Network Banking workshop to gain awareness.
2.3 SECURITY MANAGEMENT
a. CP 2945 & CP2991 for implementing/updating anti-virus software on the live estate
have both received CCB approval. Work can now begin on agreeing business
process for event handling with SMC and ISD. A new Common Objects distribution
procedure for anti-virus software has been agreed and documented. The MANLCF
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Tivoli product, upon which delivery is dependent, has been prepared and made
available in preparation for PIT/ISD distribution. First distribution of AV contents
have been delivered ready for PIT activities
b. Work continues on a new PID for the introduction of compliance, vulnerability and
intrusion detection toolkits. This will facilitate central monitoring of the live estate in
anticipation of NB requirements. Implementation will need to be progressed via CP.
c. Discussions on security requirements for Network Banking continue at ongoing
workshops. Outputs will be consolidated in revisions to the SRS and SDS. Input is
also being provided to consolidate emerging security requirements for GGP hosting
solution.
d. Work continues in conjunction with Consignia on defining Data Controller
/ Processor responsibilities under the Data Protection Act and agreeing the Subject
Access Request procedure.
e. Four Audit Data Extractions were completed in response to Consignia and internal
requests. Associated witness statements were provided where appropriate on a
“without prejudice" until contractual agreement is reached. Consignia will shortly be
raising an associated Change Request. A meeting has been arranged with
Consignia to clarify their future requirements for audit data to support investigations.
f. An audit of SecurlD users is underway to ensure only legitimate access is
permitted. A revised process for new logons and SecurlD accounts is being
developed to reduce paperwork, enable closer tracking and improve service
response times. The RSA Security "SecurlD Ace Server Maintenance" contract has
been renewed.
g. The Key Manager successfully processed all key requests received this month
including approx. 100 successful rollouts. The KMS Key expiry exercise continues
and 200 outlets have now been sent Memo View prompts. The results are
encouraging; few outlets have contacted HSH and analysis shows that only 6%
have ignored all five prompts. There will need to be a formal follow-up process for
these outlets that do not respond correctly to prompts.
h. An information security control grid is being prepared to facilitate the production of
self-assessment schedules necessary to review levels of compliance across the
organisation as part of the BS7799 Workshop initiative in support of ISO9001
accreditation
2.4 SERVICE INTRODUCTION
2.4.1 Network Banking
Work is just commencing on the implementation plans and the non-functional
requirements.
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2.4.2 GGP
The Live Test system requested by PON is mostly installed and CGEY have been to
BRA01 to install their software.
Work is continuing on the service description for the Content host and the associated
costs for providing an end to end service for GGP.
Normal CS implementation is a bit behind for GGP but a meeting has been arranged
for this Friday
2.4.3, Other Release Activities
Correspondence server 1 rebuild - May
Delayed due to wing server build being incorrect
Key reissue —April / May
Process under development for this.
Level 2 CS programme plan - Peter
Peter should be updating and reissuing this week
M1 counter migration— April / May
98% complete. I have advised the customer that we should hit 100% by 15"
June
OCMS- April / May—
BRA01 clients installed
KIDO1: Awaiting confirmation of how Dave Law/Sharon Tushingham want to
progress this.
POLO server removal — Pat
This is now a process issue.
No progress last month
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Rebuild of RDMC workstations - May - Sheila
One RDMC wis has been rebuilt - Several PinlCls raised but no show-
stoppers. Ref data waiting for network cards from Janet Beard — Once these
have arrived they will arrange for ISD to complete the rebuilds
Remote general purpose gateway installation
Still not working yet. Dave Johns is managing. These were in response to some
CS CPs so I presume someone must want it to work - somewhere in Pauls
area!
S03 - May
Applied with no issues. It needs a TIP file resent and accepted before we can
presume the code is working OK.
S06 - June
Planning is ongoing. This is due to happen at the datacentre from June 18"
until June 30th
S10 - September - 772?
Planning on this will not start until the end of June.
SLA Day D - June & September
Counter-generated message broadcast — this is largely on hold until S06 is
installed but I will review with Paul regarding resource.
Talexus
Appears to be ticking over. I will review plans with Klaus this week if possible
Wing server rebuild — May
Delayed due to a problem with the build supplied by PIT.
UK versus US date issue - Mick
Waiting for info from PIT on the way forward.
2.5 FINANCE
CS Budget for OPEX 2001/02 is £56.7m
Business Model 170301 is £56.5m
Forecast CSApr01 is £55.9m
The major forecast changes from March actuals and forecast, which has been set as
budget, are £600k forecast reduction in HSH costs due to Q1 actuals, and £250k net
forecast increase in OBC revenue.
The Business model was found to have a volume error relating to HSH, and needs
updating with current call data.
The budget needs increasing for 6 security heads.
Next Stephen Muchow review 14" June.
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Date: 30/05/2001
2.6 STAFFING
Rebecca de Jong Berger has left the release management team and Sarah Payne has
joined.
Mick Edwards has joined to work on release introduction.
Rakesh Patel and Peter Morgan have left the SSC.
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ICL Pathway Customer Service Ref: CS/REP/0105
Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
3 ISSUES & RISKS
3.1 OPERATIONS & SUPPORT
The Reference Data SLA is now being monitored more accurately by DWH information
however it is evident that there are still gaps in the information to be strictly accurate
about the SLA as worded in schedule G10. We are looking at ways of making the data
more meaningful but the fact still remains that the SLA as currently set up achieves
little.
There are a number of issues with Quantum which are being managed as problems by
CS, but with considerable activity required of Development staff.
3.2 INFRASTRUCTURE SERVICES
3.2.1: MSU
The BIMS SLA has been missed for several quarters due to the ongoing delays in
acquiring data for receipts and payment incidents. This is currently the subject of a
review with the SSC re the re-deployment of staff to MSU.
3.2.2 Business Effectiveness
The expansion of the scope of the BET to include the whole of ICL Pathway will
increase the workload significantly. It is planned to balance this with efficiency savings
of at least 30% to avoid the need to expand the headcount above its current level of
4.5. One of the team’s headcount (0.5 head - part-time) is currently on maternity leave
and the increase in workload will require that an extra 0.5 head is made available until
the permanent employee returns. Achievement of the 30% efficiency saving will
depend on the extended use of “fast-track process definition”, high moral within the
BET and increased output from the team. There is currently a risk that one member of
the team may not be able move along the planned path. It is intended to address this
risk within the next month.
3.2.3 Strategic Services
The lack of time and resource to introduce OCMS into the OBC team as described in
section 2.2.2.3.
Confirmation of ISDN lines being available for next week’s implementation tail and
beyond is still awaited from Energis.
3.3. SECURITY MANAGEMENT
a. A co-incidental DLT failure at both datacentres has resulted in an
incomplete TMS audit trail. This was compounded by a loss in transit of one
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ICL Pathway Customer Service Ref: CS/REP/0105
Monthly Report — May 2001 Issue: 1.0
Date: 30/05/2001
tape sent for analysis. The issue has been raised with the Customer and will be
managed under normal problem management procedures. The requirement to
undertake large data extractions continues to have a detrimental effect on the
availability of the audit servers.
b. There is an urgent requirement to introduce the KMS smoothing algorithm to
eliminate the expected key expiry peak and to develop procedures for those
cases where Postmasters fail to respond to associated memo-view prompts.
Ideally this should be informed by management exception reports via Tivoli and
would need a CP to progress.
c. The Key Manager raised five calls including three reported ‘blue screens’ on the
KMA Workstation which is impeding the key generation process.
d. Security input to Network Banking and emerging GGP requirements continues
to place a strain on existing resource, which is fully engaged in supporting the
existing Horizon solution.
3.4. SERVICE INTRODUCTION
GGP implementation has to be seen as very risky. We are bucking a lot of the rules to
get this installed in the time scales and will have to do an amount of back work later to
ensure we have the systems under control.
The amount of time available from TDA to assist with the SO6 and S10 migration could
soon be an issue. I am discussing this with TDA today.
3.5 FINANCE
3.6 STAFFING
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