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Date: 14/05/99
Report Number: Calendar Month 05 a
Distribution :
Author:
Authorised by :
Period: 12/04/99 - 09/05/99
Post Office Counters Ltd ICL Pathway
J.-Main J.Bennett
D.Miller M.Coombs
B.McNiven J.Flynn
D.Craik Library
C.French
Library
Julie Pope - Post Office Counters Ltd
Pam Barlow - ICL Pathway
G.Katon - Post Office Counters Ltd
E.Long - ICL Pathway
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CONTENTS
1. Introduction
2. Report Format
3. Headlines and Traffic Light Measurement Systems
4. Infrastructure Phase
4.1 (0) Checking Rollout Data / Readiness Review
4.2 (1) Regional General Manager Letters
4.3 (2) Management Infrastructure Briefing
4.4 (3) Site Survey
4.5 (4) Site Re-Survey
4.6 (5) Modifications
4.7 (6) Preparations
4.8 (7) Ready for Install
5. Installation Phase
Dp
. Implementation Programme Feedback
N
. Benefits Agency Perspective
8. Implementation Risks
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y MON) HLY JOINT IMPLEM TI Ref: IT/IMIM/0s
CL @ N JOINT IMPLEMENTATION
1. Introduction
This report is produced jointly, between POCL and ICL Pathway and provides a high level quantitative overview of
implementation activities, deployed within the Infrastructure and Installation Phases, to facilitate the introduction of the Horizon
system into the POCL network.
The figures within this report are based purely on National Rollout and do not include Live Trial Outlets except figures quoted for
Checking Rollout Data. Where cumulative figures are quoted these represent activity from the Start of National Rollout.
A Dual Traffic Light Measurement System is encompassed within this report, which is intended to create a high level management
summary. These measurements will be categorised into an overall End to End Implementation Programme Rollout status as well
as a status for the individual activities within both the infrastructure and installation phases. An additional system will operate in
order to provide Trend Analysis. See Appendix A for Success Criteria measurements for individual activities.
2. Report Format
SOURCES OF INFORMATION
Weekly Joint Implementation Report
Implementation Programme Feedback
Benefits Agency Perspective
Implementation Risks
eeee
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ABBREVIATIONS
ACK1 - Code for inclusion of outlet post Readiness Review NTEA _ - North Thames & East Anglia Region
ACK2 - Code for non inclusion of outlet post Readiness Review NWNW_- North Wales & North West Region
ACK3 - Code for inclusion of an office previously given an ACK2 code OOH - Out Of Hours
HIM - Horizon Implementation Manager PLM - Pathway Liaison Manager
ICLP - ICL Pathway PO - Post Office
IP - Implementation Programme POCL - Post Office Counters
IP1 - Scotland and Northern Ireland Prep - Preparation
IP2 - North Wales & North West / North East RFI - Ready For Install
IP3 - South Wales & South West / Midlands RGM - Regional General Manager
Tp4 - North Thames & East Anglia / South East RLM - Regional Liaison Manager
IPM - Implementation Programme Manager RNM - Retail Network Manager
IPUM - Implementation Programme User Manager RODB _ - Rollout Database
ISD - Implementation Support Data RPM - WTplc Regional Programme Manager
ISDN - Integrated System Digital Network RS - Re-Survey
ISIS - Improving Security In Sub Post Offices S&NI - Scotland & Northern Ireland Region
MIB - Management Infrastructure Briefing SE - South East Region
Mid - Midlands Region ss - Site Survey
Midas - POCL South West Region Database SWSW _ -South Wales & South West Region
Mod - Modification WT - (WTplc) Workplace Technologies ple
MTC - Minimum Training Compliance
N/A - Not available
NE - North East Region
NFC - No Fixed Counter
NNDB - National Network Database
NS - No Solution
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3. Headlines and Traffic Light Measurement Systems
Volumetrics for Period - 12/04/99 - 09/05/99 * Where N/A is shown explanation is given on relevant activity page
: a ERIC AT a I CML ATIVE I —
"Given Go Ahead I POCL I Given Go Ahead I
bo 1326 14669
— ‘Actua 1 I= = ss Planned I Re e {
RGM Letters Despa 1185 13344 12846
I MIBEvents Held 32 N/A* 256
I Site Surveys Completed 1177 10059 9882
[Re-Surveys Completed 475 3570 3341
ions I 410 1937 1792
801 5099 3773
801 N/A* 3773
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
0 0 0 0
Installations 0 0 0 0
Migiions Gp 0 0 0 0
I Acceptances ¢ 0 0 0 0
I Number of Live 0 0 0 0
z
$
8
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Infrastructure Activities
Checking RGM Letters MIB’s Site Site Outlet Outlet
Rollout Data Survey Re-Survey Mod. Prep.
O
O
O
OOO
@0OO0O
@
O
O
Installation Activities
*Where no status is shown explanation is given on relevant
activity page
User
Awareness
Events
ISDN
Installation
User
Training
Specialist
Training
Outlet
Installations
Outlet
Migration
Outlet Go
Live Support
OOO
O
O
O
O
O
O
O
O
O
OOO
OOO
OOO
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E2E Traffic Light Status - Infrastructure Phase
ae Saeed Weening I No Re
Readiness % of ACK] outlets High 15% 82%
Review
RGM Letters % despatched against Low 4% 94% 3.8%
planned
MIB’s % of outlets attended Med 7% 92% 6.4%
compared to outlets invited
Site Survey % of surveys carried out Med 7% 100% 7%
against baselined
% outlets not requiring re- High 15% 60% 9%
surveys
% Re-surveys carried out Med 7% 88% 6.2%
against planned
% outlets not shown as No High 15% (Av 90%) 13.5%
Solution
Modification % complete against planned I High 15% 95% 14.3%
Preparation % complete against planned I High 15% 82% 12.3%
Total 100% Total 84.8%
E2E measurement system :
Ge Red = 0 - 80
i Amber = 80 - 90
© Green = 90 - 100
E2E Status this period
OOO
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Monthly Snapshot Status : Trend Analysis Status :
A R
4.1 (0) Checking Rollout Data / Readiness Review O )
A monthly check of selected offices to ascertain their readiness for inclusion in the Horizon Programme.
4. Infrastructure Phase
Checking Rollout Data / Readiness Review Data Check - Month on Month Analysis.
2000 2000 I
i 1500 BiRetumed by POCL 1300 —e— Retumed by POCL!
S 1000 BACK 1 Outlets é 1000 —=—ACK 1 Outlets
= 500 IDACK 2 Outlets I 3 500 eos
Zz ee Zz
9 04 3 He
18/04/99 25/04/99 02/05/99 09/05/99 Sept Oct Nov Deo Jn Feb Mar Apr May
Week Ending Month
Checking Rollout Data - Trend Analysis The data shown for this period consists of results from
100 Readiness Review 11. A total of 1618 offices were returned by
I TGR od POCL from this review and from these 1326 offices were
& % offices 2. forwarded into the programme - 82% (ACK1) and 289 offices
5 90 I ius Dasclnie were withheld from the programme (ACK2). A cumulative
2 8s total of 352 offices that were previously suspended from the
ry programme have now rejoined (ACK3). As a result of this the
Sept Oct Nov Dec Jan Feb Mar Apr May monthly snapshot status is amber and the trend analysis is
Month shown as red.
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4.2 (1) Regional General Manager Letters Despatched
Trend Analysis Status :
°@
Monthly Snapshot Status :
°@
Letters sent to outlets by POCL Regional General Managers informing them of their inclusion in the Horizon Programme
Regional General Manager Letters RGM Letters - Month on Month Analysis
340 1500 I
3 320 : g + RGM Letters
Z a Soap ciate 5 1000 Planned
= 0 RGM Letters = 50 —#— RGM Letters
z 260 Despatched 2 Despatched I
am “j ” 0+ + + 4
19/04/99 25/04/99 02/05/99 09/05/99 Sept Oct Nov Dec Jan Feb Mar Apr May
Week Ending _—
RGM Letters - Trend Analysis During this reporting period a total of 1185 letters were
despatched compared to the 1255 planned. This represents a
RGM Letters performance level of 94%. The baseline performance target has
Despatched %
geges
Percentage
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
I
I
I
92
90
been set at 99% hence the monthly snapshot status is red. The
trend analysis status is shown as red as the baselined
performance target has yet to be achieved.
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4.3 (2) Management Infrastructure Briefing
Monthly Snapshot Status :
“€
Trend Analysis Status :
“©
An event where Subpostmasters and Branch Managers are informed about the Infrastructure and Installation Programmes.
MIB Events & Attendance MIB Events - Month on Month Analysis
300 1400 +
250 A 1200 +
5 @ Outlets Invited 4000 I —¢e— Outlets Invited
A _ Outlets Represented E eo —m— Outlets Represented
2 100 (CONo MIB Events Held E oxo t MIB Events Held
50 200.
0 I
— on on fH i
AMEE AER Care CSE Sept Oct Nov Dec Jan Feb Mar Apr May
Week Ending Month
- A total of 32 MIB Events took place this period. Out of the 1095
MIB Events - Trend Analysis :
es v8 offices that were invited to these events, 1009 offices were
represented. This represents as attendance level of 92%. This is
% ” clits —o— Post offices the second consecutive month since the data has become
a 8 Represented 7 available that representation has reached the baseline
4 80 ise baseline performance target of 90%, hence both the monthly snapshot
B75 and trend analysis statuses are shown as green.
70 + {
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
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4.4 (3) Site Surveys
Monthly Snapshot Status : Trend Analysis Status :
‘Oo °@
Survey of outlets to ascertain what work is required to become Horizon Infrastructure Compliant.
No of Outlets
18/04/99
Site Surveys
25/04/99 02/05/99 09/05/99
Week Ending
Site Surveys Baselined
i Site Surveys Performed
Gone to Re-Survey
Site Surveys - Month on Month Analysis
1400
1200
2 1000 —e-— Site Survey sBaselined
5B; So —m~ Site Surveys Performed
= 600
= 01 —%— Gone to Re-Survey
= 200
Sept Oct Nov Dee Jan Feb Mar Apr May
Month
80
Site Surveys - Trend Analysis
A total of 1177 surveys took place this reporting period which
is 100% of the baselined surveys. The percentage of offices not
requiring re-surveys was 60% against the baseline performance
& a Steet ots si target of 65%, hence the monthly snapshot status is shown as
5 60 Surveys % - amber. The trend analysis status is shown as red due to the fact
2 50 +++» Baseline that since December activity has consistently failed to achieve
40 4 the baseline target.
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
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4.5 (4) Site Re-Survey
Monthly Snapshot Status :
‘Oo
Trend Analysis Status :
°@
Re-Survey to find an acceptable solution for installation of Horizon at outlets where no solution was found at initial survey.
Site Re-Surveys
I 150
Eco Bi Re-surveys Baselined
I 3 Re-surveys Performed
S50 CINo Solution Outlets
z
0
18/04/99 25/04/99 02/05/99 09/05/99
Week Ending
Site Re-Surveys - Trend Analysis
I 120 R
I —o— Re-surveys
I & 100 completed against
I 2 80 baselined
£60
5
= 40
20
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
Site Re-Surveys - Month on Month Analysis
g
—e— Resurveys Baselined
—s—Resurveys Performed
No Solution Outlets
g
No of Outlets
&
8
is
8
On I & & é . . . +
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
During this reporting period a total of 475 re-surveys were
performed compared to the 537 that were baselined. This
represents a performance level of 88%. The baseline
performance target for this activity has been set at 95%, hence
the monthly snapshot status is shown as amber. The trend
analysis status is shown as red for this activity as performance
has been below the baseline target since December. Data is not
currently available for No Solution offices from ICL Pathway.
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4.6 (5) Modifications
Monthly Snapshot Status :
°@
Modifications to outlets that are required to accommodate the installation of Horizon
Trend Analysis Status :
°@
Modifications Modifications - Month on Month Analysis
1s 500
4 110 400
= os Basclined Modifications z a =e]
3 100 Modifications Complete é i Modifications
Z 95 3 —s~ Modifications
90 2 100 Complete
18/0499 25/0499 02/05/99 09/05/99 q
Sept Oct Nov Dec Jan Feb Mar Apr May
Week Ending Month
During this reporting period a total of 410 modifications were
Post Office Modifications - Trend Analysis i 7
y completed compared to the 433 that were baselined. This
le oust represents a performance level of 95%. The baseline
% OS. te aia Modifications performance target for this activity is also 95% hence the
& oo 4 Complete monthly snapshot status and the trend analysis status are
g I against planned shown as green.
a 85} .--m--- Baseline 8
80 +
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
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4.7 (6) Preparations
Monthly Snapshot Status : Trend Analysis Status :
°@ ‘©
Preparations to outlets that are required to accommodate the installation of Horizon
Preparations Site Preparations - Month on Month Analysis
250 1000
# 200 2 800 —
2 150 Bi Baselined Preparations = coo —e— Baselined Preparations
g 100 Preparations Completed : 400 —s— Preparations Complete
3 0+ Preparations Incomplete 2 20 Preparations Incomplete
0 t)
18/04/99 25/04/99 02/05/99 09/05/99 Sept Oct Nov Dec Jan Feb Mar Apr May
Week Ending Month
Post Office Preparations - Trend Analysis A total of 801 preparations have been completed during this 7
reporting period compared to the 971 that were baselined. This
100 —e— Outlet represents a performance level of 82%. For the period a total of
% 90 Ee aerate 132 preparations have been reported as incomplete which
& 80 planned % 8 represents 13.6% of the baselined preparations for the period.
5 70 scugess Baseline The performance target for this activity is 95% hence the
“ monthly snapshot status is shown as red. The trend analysis
= status is also shown as red as the level of activity within the
Sept Cat Now Deo: wan Feb ban fpr Way current reporting period was 13% below the baseline target and
Month this target has yet to be met.
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4.8 (7) Ready for Install
Outlets that are ready to enter the installation phase of Horizon
210
200 +
180
170
No of Outlets
8
Ready For Install
Ready for Install - Month on Month Analysis
1000
g 800
z —e— Outlets Ready For
Outlets Ready for Install iy
‘% 400 Install
2 200
o
18/04/99 25/04/99 02/05/99 09/05/99
Week Ending
Sept Oct Nov Dec Jan Feb Mar Apr May
Month
4000
3500
3000
2500
2000
1500
1000
500
No of Outlets RFI
Ready For Install - Cumulative Progress
A total of 801 offices reached the Ready for Install (RFT) status
during this reporting period compared to 737 last month. This
brings the cumulative total of Ready for Install offices to 3773.
Sept
Oct = Nov = Dec = an Feb Mar
Apr May
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5. Installation Phase
To date, no activity has taken place within this area.
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6. Implementation Programme Feedback
IP1 - Scotland & Northern Ireland
__ KeyArea
Scheduling of offices which require an Isolator fitted by Scottish Power as part of the Prep I Programme
activity. Discussions ongoing with Scottish Power to ensure Power Down and office Scheduling
closure procedures are followed.
Problems experienced with MIBs in rural areas of IP1. This is being reviewed to ensure Training
agreements regarding travel distances and locations are being met.
Availability of Mod, Prep “Snagging” and Incompletes schedule to be resolved. Programme
Scheduling
Concern regarding number of offices suspended from Programme. Programme
Scheduling
Update to Activity Tracking database reflecting the Infrastructure Program tasks split into I IP Operations
Daily Process. This has been cascaded to all IPs. Feedback requested by the end of May.
This is used for the joint IPE/SSTL/RSM meeting.
Availability of Schedules for Survey, Resurvey, Mods and Prep activity now within agreed I Programme
timescales, but these timescales are often too close to the related activity. Review required I Scheduling
to establish any possible increase on schedule availability dates.
Cost Suspensions - 70% of IP1 offices suspended for Mod costs will pass revised cost Modification
limits.
No Comment
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(CL E> MON) ALY JOINT IMPLEMENTATION Ret: ST/IMAWOS
IP2 - North Wales & North West / North East
Live Trial
Balancing
No Comment
Regional Pathway database has been developed to incorporate more systematic techniques I Scheduling
for validating scheduling.
¢ The level of subpostmasters not agreeing to the solution at resurvey has risen recently. Re-survey
¢ There has been a high level of suspensions due to the release of offices that will be entering I Suspends
the ISIS programme
Additional support from both POCL & ICL Pathway has been utilised in supporting NR2__I Live Trial
post office balancing, both centrally and in specific outlets. This has helped resolve and Balancing
reduce the number of issues, however, the underlying causes must still be addressed as the
volume of problems cannot be sustained.
The resurvey expenditure levels have now been raised which has reduced the number of _ I Modifications
offices that are having their modifications suspended due to cost. The offices that have
previously been suspended, but are now within the new levels will be re-introduced into
the programme.
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J, ', ALY JOINT I Ref: JT/IM/M/05
(CL € MON: J MPLEMENTATION
IP3 - South Wales & South West / Midlands
Operational problems with upgraded live trial sites is causing resource to be diverted from I Issue
the implementation team to help contain these issues. Management
The major operational difficulties that have been experienced relate to the office balance. Issue
Management
The mechanism for reporting closure clashes on modifications is being revisited to seek Modification
more efficient communication channels.
The number of activities aborted due to unforeseen non-fixed counter, refurbishment, Aborted activities
resignations has increased significantly since the last period.
PLMs are now targeting snagging issues that are under dispute to endeavour to bring Snagging
them to a speedier resolution.
The number of training related issues for the 103 live trial offices has reduced significantly I Training
from that experienced with the 204.
The period of time between the infrastructure programme & the installation programme Communication
has increased so that the programme is now well in excess of the original 39 week
expectation. It may be appropriate to adjust the communications with outlets to reflect this
&, hence, avoid later issues.
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IP4 - South East / North Thames & East Anglia
¢ The first batch of Main Offices has been surveyed in London. This has raised a number of _ I Site Surveys
concerns, which are being investigated: a) what is the impact on resources required
supporting these offices throughout Implementation. b) these are the first ALPS offices
which has raised a communication issue around power down.
¢ Some of the larger offices will now require out of hours working to complete the Preparations
preparation work. This issue will be ongoing throughout the Infrastructure phase.
e The capping on modification costs has been resolved. The process for rescheduling the Modifications
suspended offices back into the programme is now being planned.
¢ No Comment
¢ No Comment
e No Comment
sw The issue around ACK 2 offices being scheduled into the programme has been found to be I Programme
a one off problem with the format of files loaded into the rollout database. This problem Scheduling
has now been resolved.
e The backlog of Won't Do offices has been cleared and a formal process is now in place to Issue
track and manage these offices. Management
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7. Benefits Agency Perspective
Activities Completed/Commenced
e District Enablement Schedule
Version 11 of the Pathway Post Office Installation Schedules have been received and accepted as ‘Baselined’. The data is
currently being used to inform the details of the District Enablement Schedule for National Rollout. A meeting has been
arranged (28'" May 1999) to discuss the impact the changes have on the Pilot Districts.
¢ Detailed Planning For Post Office Rollout
The Field Planning Framework and Planning Guidance to support the National Rollout of Post Offices for payment of Child
Benefit (ChB) by Card is continuing to be developed by the CAPS Product Development Team.
e POCL Live Trial
Data Collection Procedures have been developed by the CAPS Implementation Pilots and Operability Team. The data
collection process has commenced and information is being collated and will be used to evaluate the operational impact in
the POCL Live Trial Districts and centrally based ChB Card Support Unit.
8. Implementation Risks
The Risk Register is delayed this month at the request of ICL Pathway. The register is being reviewed in light of the
reorganisations of the Implementation teams both within Horizon and ICL Pathway.
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Success Criteria Measurements - Infrastructure Phase
Appendix A
EVENT JOINT OWNER IMPACT GREEN LIGHT RED LIGHT
Checking Rollout Data / Readiness M.O’Toole POCL
Review S.Burgess ICLP High 90% or Above Between 80 & 90% Below 80%
© % of outlets ACK1
RGM Letters M.O’Toole POCL
e % despatched against planned S.Burgess ICLP Low 99% or Above Between 95 & 99% Below 95%
MIB’s T.Rollason POCL
e % of outlets attended compared to S.Lovegrove ICLP I Med 90% or Above Between 80 & 90% Below 80%
outlets invited
Site Survey A.Jones POCL
e % of surveys carried out against those B.Herd ICLP Med 95% or Above Between 85 & 95% Below 85%
planned
¢ % of outlets not requiring re-surveys High 65% or Above Between 55 & 65% Below 55%
Re-Survey A.Jones POCL
e % of Re-surveys carried out against B.Herd ICLP Med 95% or Above Between 85 & 95% Below 85%
those planned
e % of outlets not shown as no solution High 95% or Above Between 85 & 95% Below 85%
Outlet Modifications A.Jones POCL
e % complete against planned B.Herd ICLP High 95% or Above Between 90 & 95% Below 90%
Outlet Preparations A.Jones POCL
© % Complete against planned B.Herd ICLP High 95% or Above Between 90 & 95% Below 90%
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{CL € MON: ALY JOINT IMPLEMENT ATION
Success Criteria Measurements - Installation Phase
(e)
EVENT JOINT OWNER IMPACT GREEN LIGHT AMBER LIGHT RED LIGHT
O
User Awareness Event T.Rollason POCL Med 90% or Above Between 80 & 90% Below 80%
¢ % of events held against those planned _I S.Lovegrove ICLP
¢ % attended compared to those invited High 95% or Above Between 90 & 95% Below 90%
ISDN Installed A.Jones POCL
¢ % completed against planned B.McDermott ICLP I High 95% or Above Between 85 & 95% Below 85%
User Training T.Rollason POCL High 96% or Above Between 94 & 96% Below 94%
e % of events held against those planned S.Lovegrove P/Way
e % attended compared to those invited High 96 % or Above Between 94 & 96% Below 94%
Specialist Training T.Rollason POCL Med 90% or Above Between 80 & 90% Below 80%
e % of events held against those planned S.Lovegrove P/Way
© % attended compared with those invited High 95% or Above Between 90 & 95% Below 90%
Outlet Installation S.Grayston POCL
e % completed against planned B.McDermott ICLP I High 99% or Above Between 94 & 99% Below 94%
Outlet Migration S.Grayston POCL
¢ % completed against planned E.Long ICLP High 99% or Above Between 94 & 99% Below 94%
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