POCL Confidential
(meeting attended by POCL only)
This table includes the following incident categories:
0 Agreed 'High' severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low’ severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
Acceptance Incidents Discussed at Meeting 11th August
MEETING OUTPUT
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
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™
8 Closed pending joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution In doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
12th ‘“é ‘99
3°" BEFORE‘11/8 MEETING I AFTER 11/8 MEETING
= eS RG eT “Severity [Seventy]. Soverity I Soverity a ce ; 3
A‘Spec. ..._I:- Al] Description © IMPWY) II: (POCL):‘ICategoryI-(PWY) ‘I \(Poct) [Category _I:Remarks
[Dispute on severity. Mark Burley to respond to Pathway
TIP 342_I TIP data file delivery SLA breach Low Medium 10 Low Medium 10 whether closed by end 11/8
Monitoring continues in live environment.Dispute on severitys~I
Duplicate records and files over TIP Mark Burley to respond to Pathway whether closed by end
TIP 361 IInterface. Low Medium. 10 Low Medium 10 11/8,
Business Impact by 4:00 11/8, Bob Cragg. PWY to give
detailed reports to Bob Cragg up to close of business on 11/8.
Late transactions over 9 days old on IBC to reconcile PWY and POCL data and respond by close of
TIP 371 IHAPS system. Low I Medium 10 Low _I_ Medium 10 _Ibusiness 12/8. If reconciliation Is successful possibly ‘low’
Pathway to provde detalled analysis of root causes and fixes.
to Mark Burley by 11/8. POCL to review and respond by 16/8.
Derived cash account not equal to Pathway say fix to be Implemented 12/8 and forecast severity
TIP 376 Ielectronic cash account High High 10 High High 10 to be revised to ‘medium’.
- ITIP done Business Impact. Pathway say fix to be
implemented 10/8. POCL to monitor In live environment.
IAIS contraventlor/Data Integrity on Pathway to re-Issue Incident analysis by 11/8 and Mark Burley
TIP 378 Ithe cash account (TIP) Low Medium 10 Low Medium 10 to expedite business Impact analysis.
Page 1
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POCL Confidential MEETING OUTPUT tath ‘és
(meeting attended by POCL only) Acceptance Incidents Discussed at Meeting 11th August .
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway 4 Monitoring with a view to close 8 Closed pending joint action
1 Agreed ‘Medium’ severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
2 Agreed ‘Low’ severity by POCL and Pathway 6 Closed pending Pathway action ‘9B Timely resolution In doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE 11/8 MEETING AFTER 11/8 MEETING _
: T ; MGT Soverty I Soverlty I. Saverity I Soverity I. a 7
IA-Spec ‘Al_I'Description . I" (eet key (PwyY) (POCL) IICategory I (PWY)''I (POCL) [Category I Remarks ”
Severity downgraded because:
* Originally part of 376
* POCL understands cause
+ Rectification plan presented and agreed
* ICL putin fix 10/8
* outstanding Issue on reconcillation covered by 376
Loss of data integrity when changing
TIP 410 [products from core to non-core None I _High 10 None_I Low Incident to be removed from this list
Severity downgraded because:
* Originally part of 376- POCL understands cause
+ ROQtieatitergitmupresvated and agreed
« RaichiGitatidix ft8 presented and agreed
* outstanding issue on reconciliation covered by 376
+ outside Core Observation Period (confirmed position John
Cook)
Incident to be removed from this list
Correspondence server not
replicating properly in bulk None High 10 None Low
TIP 4
Page 2
POCL Confidential
(meeting attended by POCL only)
Acceptance Incidents Discussed at Meeting 11th August
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low’ severity by POCL and Pathway
MEETING OUTPUT
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
8 Closed pending joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution in doubt. To be reviewed at T3 workshop
12th ‘“é ‘99
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—q
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE 11/8 MEETING AFTER 11/8 MEETING’
Pa 7 7 a q yf, Seventy I-Soverlty I... I Soverlty I Seventy; 1 7 1
A. Spec LAL! I Description 0 Lr SL (PWY)" I (POCL): [Category I (PWY): I \(POCL) “ICategory.:I Remarks - * ie : 2
Severity under review, may be downgraded:
* Rectification plan Implemented and results show worked
* Some remaining incidents due to reference data
* 1 incident reported possibly due to kit swap out re-
Introducing pre-LT2 shy
* Action with Pathway to investigate
* possible that combination of builds have not been tested
Receipts and payments not equal on properly
IEPOSS. 211 Icash account None Medium 10 None__I_Medium 10
Incident to be removed from this list and closed:
pin i ints of ash * Rectification plan implemented via LT2
ifferences in reprints of Cas! 7
IEPOSS 394 IAccount report & the original report__I None _I Medium I __10 None_I None 5 Notnokieneas sinoal LTS
Training course Cash Account POCL training report issued to Pathway confirming ‘high’
Training 218 Imodule inadequate. Medium High 10 Medium. High 10 severity. Pathway to respond,
Systems management (not all 299
Rollout 372 Ioffices successfully upgraded toLT2) I None} High/Med 10 None Medium 10 In dispute on severity and rectification.
Page3
POCL Confidential
(meeting attended by POCL only)
Acceptance Incidents Discussed at Meeting 11th August
This table includes the following incident categories:
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MEETING OUTPUT 42th s”
0 Agreed 'High’ severity by POCL and Pathway 4 Monitoring with a view to close 8 Closed pending Joint action
1 Agreed ‘Medium' severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
2 Agreed ‘Low’ severity by POCL and Pathway 6 Closed pending Pathway action 9B Timely resolution in doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE 11/8 MEETING I!" AFTER 11/8 MEETING .
; Te Severity] Severlty I — “‘Soverity I Soverity =
A: Spec Al_I:Description ! (PWY) __ I (POCL):ICategory. I. (PWY) I (POCL) [Category I Remarks ie
Physical Security of Lytham St Annes Security grills still not installed; POCL will close Incident when
Security 368 IComputer Room Low Medium 10 Low Medium. 10 Pathway confirm installation Is complete.
Pathway rectification plan agreed . Bob Booth to furnish Ruth
Deficiency In physical security at Holleran/Min Burdett with wording to sustaln ‘medium’
Security 391 [Bootle & Wigan Low Medium 10 Low Medium 10 severity.
Pathway analysis deemed unsatisfactory. Bob Cragg to
provide description and severity assessment by 4pm 11/8.
APS 390 {Recovery of APS transactions Low Medium. 10 Low Medium 10 Calum Craig to expedite.
Mark Burley to speak with TP 11/8 to ascertain if number of
Duplicate AP transaction reference instances of this incident Is sufficiently low to warrant
JAPS 395 [numbers Low Medium 10 Low Medium. 10___Idowngrading severity.
Page 4
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POCL Confidential MEETING OUTPUT 12th ‘é ‘99
(meeting attended by POCL only) Acceptance Incidents Discussed at Meeting 11th August .
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway 4 Monitoring with a view to close 8 Closed pending joint action
1 Agreed ‘Medium’ severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
2 Agreed ‘Low’ severity by POCL and Pathway 6 Closed pending Pathway action 9B Timely resolution in doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE 11/8 MEETING - \ AFTER 11/8 MEETING
orn? Ty. P Severity ] “Severity I. ~~ I Severlty 7 Severity al x: 5 T
A_Spec ‘Al_I Description ee te et i} (PWY)-_I_(POCL) “ICategory "I (PWY) I (POCL)' [Category -'I Remarks A
Pathway provided new analysis; POCL to review. Pathway to
ring around outlets to confirm diagnosis based on Week 19
[Counter system subject to lockups & calls. Dave McLaughlin review of figures from Horizon log
/POCL Infra 298 Iscreen freezes requiring re-boots. Low High 10 Low High 10 ___Iconfirms POCL severity assessment.
incident to be removed from this list and closed:
+ Pathway suggested AI300 was part of Al298
+ Following POCL investigation, unable to substantiate
AI300 In own right
POCL Infra. 300 ISystem lockups on printer failure None High 10 None None 5
Incident to be removed from this list and closed:
+ Pathway suggested AI301 was part of Al211
* Al211 Is now ‘low’ severity and there have be no further
Instances of doubling up of openeing balance problem
. since LT2
POCL Infra 301 _IPrinter failure Integrity problems None High 10 None None 5
Pathway to re-Issue Incident analysis. John Cook and Bob
Provision of tech. documentation for Booth to discuss further. John Cook to provide justification for]
POCL Infra 314 [TP suppliers Inadequate. None Medium 10 None__I Medium 10 IM by 4:00 11/8
Page 5
POCL Confidential
(meeting attended by POCL only)
Acceptance Incidents Discussed at Meeting 11th August
This table includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
MEETING OUTPUT
4 Monitoring with a view to close
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8 Closed pending joint action
12th ses
1 Agreed ‘Medium' severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
2 Agreed ‘Low’ severity by POCL and Pathway 6 Closed pending Pathway action 9B Timely resolution In doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
BEFORE 11/8 MEETING: ! AFTER 11/8 MEETING —*
re z 7 TET 7 Severity, ].. Severity r Severity] Severity 5 z FD
A_Spec Al_.I Description 4 HPWY) II" (POCL)- [Category (PWY).-I (POCL) [Category I Remarks
IPOCL to respond to Pathway by close of business 11/8. MinB
Scanner reliability in relation to OBCS to discuss with Kevin Corrigan. POCL may downgrade
POCL Infra 369 Itransactions None High/Med 10 None Medium 10 severity to ‘low’.
incident to be removed from this list :
* POCL reviewed results of Pathway rectification plan
* Generally satisfactory but a few issues still outstanding
POCL Infra 384 ISequent failover time None High 10 None Low,
Pathway rectification plan needs to be more quantitative
regarding resources and more detailed regarding actions to beI
Failure of the Horizon System Implemented to improve service levels for LT2. Dmac & MinB
Service Levels} 408 {helpdesk to support the network Low Medium 10 Low Medium. 10___Ito develop Business impact
Page 6
Frow Rote bllocn, 21 2144
43 AUG 1999 - 86°
Summary of Overall Position
1. Position at end of last Acceptance workshop on 10 August (Recognised by ICL
Pathway). Ge
The last of the 3 acceptance incident meetings between POCL and ICL Pathway
concluded with the POCL Hotlist containing:
Disputed Acceptance Incidents:
8 High (one of these 376, was previously agreed as high)
2 High/Medium
12 Medium (two of these were previously agreed medium)
22
However, a lot of work was due to be complete during 11 August, and a revised
position is now proposed by POCL.
'2. Results of work on 11 August
The POCL review of the actions today has concluded that of the disputed
acceptance incidents
Changes POCL would accept
High’s closed 2 (300, 301)
high’s to low 3. (410, 411 [both subject to 376 actions], and 384)
Medium closed 1 (394)
Medium to low 1 (211)
These are shown in attachment 1
3. Position POCL enters Management Resolution Meeting
3 High -376 Data integrity on TIP files
. -298 System instability (lockups and reboots)
-218 Training
12 Medium (including the two former high/med
The summary of acceptance incidents table is shown in attachment2
On this basis, grounds for not accepting will rest on:
™ the 3 disputed high severity incidents
™ inability to agree resolution plan for the medium Acceptance incidents.
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The most worrying Incident is : 298 System Instability
¢ Pathway have 'not explained satisfactorily why these occur
they have requested an extension to the time to conclude their analysis. This gives
us insufficient time to respond so we have refused
© the frequency of occurrence has not been clearly established or agreed
¢ we have rung around samples of offices
© we have received the ICL HSH logs while awaiting Pathway analysis
¢ we have suggested ways for Pathway to get more detail on freezing
© Some of these occurrences maybe the responsibility of POCL (the SPMR rebooting
without good reason) ‘
¢ this could cost £1.8m per annum and inconvenience 1 million customers a month.
The Clear High is: 376 TIP - Data Integrity
376 is a clear high (as it was originally agreed by Pathway as high) but Pathway are
making progress:
Pathway had a codified work around:
& implemented 3/8
™ Pathway will not confirm that this solves all the problem
™ We need a full Accounting period to be sure, but will accept 2 full clear
weeks. (We have had periods of low occurrences, so one week of zero
occurrences could be followed by a non zero week). The second full week
will occur on 18" cash account and would flow through our systems for
checking on 234,
We will only get the Pathway root cause analysis today 11"" Pathway claim they will
have an adequate rectification plan by Friday 13". These problems are caught by
“matching” at TIP, but this facility will not be available in roll out.
So POCL want:
a) a solution that meets the requirements: i.e. a full reconciliation in the Pathway
domain (before the data gets to TIP)
b) to agree the rectification plan
c) the rectification proven
NB. Problem 891 looked good after 1 week but then became clear the rectification
had failed.
The high cost of work around incident: 218 Training :
Training has not been adequate. Training is not just the course but other events. With
ICL, we have worked on a range of solutions. While these solutions have improved
the position, staff have only been able to cope as well as they do, because of HFSO
support.
This is shown in attachment 3
Details of all the disputed Medium and High severity incidents will be sent by Ruth
Holleran in time for the meeting.
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Criterion
Severity from to
Reason
410 Loss of data
integrity when.
changing products
from core to non-core
High to low
© Originally part of 376
© POCL understands cause
© Rectification plan presented and
agreed
¢ ICL put in fix 10/8
© outstanding issue on
reconciliation covered by 376
411 Correspondence
server not replicating
properly in bulk
High to Low/None
© Originally part of 376
¢ POCL understands cause
¢ Rectification plan presented and
agreed (confirm BoBo)
© outstanding issue on
reconciliation covered by 376
© outside core observation period
(confirmed position John Cook)
211 Receipts not =
payments
Medium te-Low- contested, See Bob
Booth Memo
¢ Rectification plan implemented
and results show worked
© Some remaining incidents due to
reference data
© 1 incident reported possibly due
to kit swap out re-introducing
pre-LT2 s/w
¢ Action with Pathway to
investigate
* possible that combination of
builds have not been tested
properly
e =reducedtetloweven-with-this
action-outstanding:
394 differences
between reprints of
cash account
Medium to closed
rectification plan implemented
* via LT2
¢ No incidences since LT2
300: System lock up on
printer failure
High to closed
© Pathway suggested this was part
of AI298
¢ Following POCL investigations
unable to substantiate AI300
incident in own right
© Will close provided Pathway
consider printer incidents part of
A298
301 printer failure
resulting in data
integrity loss
High to closed
¢ Pathway Suggested that AI301
was a cause of A}211
¢ As AI211 now low and no further
incidents of doubling up of
opening balance problem since
LT2 - now closed
384 sequent failover
High to low
© POCL reviewed results of
rectification plan
© generally satisfactory but a few
issucs still outstanding
High Priority Incidents
ACCEPTANCE INCIDENT SUMMARY @ 11™ AUGUST 1999
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____ POL00028360
ASpec AI Description Severity Business Impact Status Proposed Actions
TIP 376 Derived cash account. * High + ~ Pathway claim to have delivered an ICL have timed out on the retest so
from daily txns sent to additional fix. They will have this is a failure to mect the
TIP is not equal in all evidence from live environment on —_ acceptance conditions,
cases to the weekly 13/8, POCL will have evidence on —_Alternatively it could be proposed
electronic cash account 16/8 but necd at least 3 weeks to
. continuous observation i.e. cannot 1. Agree additional time required
be proven prior to 18/8, to verify corrections in live
In addition Pathway need to deliver 2. Agree time for Pathway to
an internal reconciliation process to deliver their internal
check daily txn files and the weekly reconciliation and the period
cash account always agree. over which it needs to ‘be
External auditors expected to observed in live
confirm this requirement
POCL 298 Counter system is subject High A failure rate per terminal of one Pathway cannot yet provide a 1, Need better analysis of
Infra to an unacceptable per month in full steady, state will comprehensive root cause analysis incidents reported to HSH from
frequency of lockups equate to 30000 lost hours of but have claimed occurrence is Pathway (and BSM)
which requires reboot of counter staff time per month within industry tolerance which 2. Need comprehensive resolution
terminal(s) affected. (40000 terminals x 45 minutes) or I POCL dispute e.g 76 system plan
£1.8m per annum. freezes reported in week 19. Also 3. Establish whether Gartner,
AI 300 (printer related In addition the number of there have recently been 164 Meta ete-can provide
lockups) now proposed customers impacted by the lossof —_instances of HSH advising offices benchmark comparisons
as combined with this AI serving time per month is up to 1m __ to reboot within a 5 day period,
This equates to a reboot per
terminal of one per month
Training 218 Training course for High Evidence evaluated from additional Awaiting Pathway response to
managers inadequate offices, BMc letter
BMc has written to J Dicks -
performance still not acceptable
duc to high level of required
support in offices from HFSOs
12/08/99 page 1
Medium Priority Incidents
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ASpec AI Description Severity Business Impact Status Actions
Rollout 372 Quality of systems Medium Pathway resolution plan evaluated = Agree approach to retest or
management (upgrade but cannot be satisfactorily redemonstration of upgrade
problems during LT2) demonstrated pre 18/8 processes ideally with greater
number of offices
POCL 369 Scanner reliability in. Medium BA have raised issue with POCL BA letter being evaluated
Infra relation to OBCS regarding frequency of failure
transactions
TIP 371 Late transactions over9 = Medium. Latest Pathway and POCL evidence Awaiting latest evaluation
days old on HAPS being evaluated to establish
system whether requirement is being met
APS 390 Recovery of APS Medium Pathway resolution not yet
transactions acceptable
APS 395 Duplicate AP transaction Medium Creation of duplicate transactions Original problem now appears Resolution needs confirmation
reference numbers results in over or under payment resolved but system remains
with clients vulnerable to keying error,
Pathway verbal proposal has been
made to modify screen entry
TIP 361 Duplicate records and Medium Part of original incident appears Pathway analysis and resolution
files over TIP interface corrected by LT2 but duplicate AP —_ required
txns still occurring
TIP 378 AIS contravention/data Medium Pathway claim fix provided and Assess documentation and live
integrity error orrcash
account
evidence will be available by 13/8
experience on 13/8
Medium Priority Incidents continued
12/08/99
page 2
—
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A_Spece AI Description Severity Business Impact Status Actions
Security 368 Physical security of Medium Sccurity grills not yct installed Awaiting confirmation of action
Lytham St Annes from Pathway
computer room
Security 391 Deficiency in physical Medium Resolution plan not agreed with Agree outstanding actions
security at Bootle and POCL
Wigan
TIP 342 TIP data file delivery - Medium * Pathway rectification provided but Agree closure process
SLA breach demonstration cannot be proved
prior to 18/8
POCL 314 Provision of technical Medium Pathway claim adequate detail has = Awaiting clarfication of POCL
Infra documentation for TP been provided view
suppliers inadequate Contracts currently clarifying the «
position
o~ Service 408 Failure of Horizon Medium New HSH scripts only available for Awaiting detailed Pathway
Levels System Help Desk to review on 11/8 proposals
support the network Call volume projections and
resource plans not available for
POCL assessment
Ss
12/08/99 page 3.