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27 JAN 2000 - 2337
Electronic memo
To: Keith K Baines/POCLIPOSTOFFICE@POSTOFFICE, Chris
French/POSTOFFICE@POSTOFFICE
ce:
Hard Copy To
Hard Copy ce
From Min Burdet/POCL/POSTOFFICE
Date 27/01/2000 16:35
Subject: New Acceptance Process
Keith, Chris
Following our meeting yesterday, I have put down my understanding of how Acceptance should work
in the future. I will be discussing this with various people next week (Andrew Simpkins, Graham
Shervington, Bob Burkin, Douglas Craik) to get their buy-in. I would appreciate it if you could have a
quick look and see whether there are any hostages to fortune/gross misconceptions. Comments by
close of play Monday would be appreciated.
New Rep&Close. Al Summary.d
Min
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New Rep&Close
CONCLUDING PATHWAY ACCEPTANCE
Author: Min Burdett ” Version: 0.1
Authority: Keith Baines
Reference: 2?
0. DOCUMENT CONTROL
0.1. Document History
Version Date Reason
0.1 28-Jan-00 First draft to propose the way forward
0.2. Associated Documents
No. I Reference Title Version I Author
1. BA/ACC/004 I Horizon Acceptance Management 1.0(2) I Mary Reade (?)
Organisation
2. . (QF Fjrst Supplemental Agreement Final = I2%
CONS SO
3. Hz_AJH_003 I Product Management Reporting Process I 1.0 Tony Houghton
and Responsibilities
1. PURPOSE
In early 2000, the PONU Automation Directorate re-organisation resulted in a
change to the meeting structure. In tandem, the Pathway Contractual Acceptance
activity was coming to a conclusion, and the Acceptance Team disbanded. This
paper describes the residual Acceptance activities and the new process and
responsibilities for managing these to a successful conclusion.
2. CURRENT ACCEPTANCE STATUS
412 Acceptance Incidents (AI) were raised by PONU. Each of these has been
assigned a PONU Accept Test Manager (ATM) whose job it is to agree the
rectification activities with Pathway and manage the AI to closure (Reference 1 gives
further information on the ATM Role and Responsibilities).
There are now nine Medium Severity Als and 48 Low Als still open. The details of
these are attached in Appendix 1. Further information on all Als can be obtained
from the maintainer of the Horizon Acceptance Database (HAD), currently Adrian
Curtin (e-mail address Lisa De-Sousa) in Product Management.
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3. NEW REPORTING AND CLOSURE PROCESS
The new reporting and closure process described in this section is based on the
assumptions that (a) the current ATMs will continue managing their current Als and
(b) the head of their group will take on the responsibilities of the Acceptance
Manager in terms of monitoring progress, resolving issues and approving closure of
an Acceptance incident. The three groups involved are:
¢ BSM - (they own 1 medium and 3 low open incidents)
¢ CSR+ Project (they own 7 medium and 43 low open incidents)
¢ Implementation Project (they own 1 medium and 2 low open incidents)
The diagram below summarises the new reporting and closure processes. The rest of
this section describes each of these in more detail.
PONU ATM Line Manager(BSM/CSR#/Implementation) Programme Office
Ensure Al Information complete
*POCL ATM & Pathway ATM.
Closure criteria & target date (low)
+Rectification plan (medium)
Malatain Al [nformation
*POCLATM & Pathway ATM.
Closure criteria & target date (low)
“Rectification plan (medium)
‘Manage sad Report Progress
Consolidate Report Tor Review wiih
«Review progress Pathway ATM (medium)
Pathwayat appropriate one of:
Agree any progress issues with Pathway *Serviee Delivery Forum Produce Overall Acceptance status report
ATM (low) “CSR+ Project Steering Group
‘Produce Report slmplementation Steering Group
“Approve Closure —
Recommend closure: inform Bob Burkin so can update
<Weite email with reasons for closure paper records Update paper records with closure detalls
sec to Keith Baines for Medium ‘inform "Lisa De-Sousa” so can
Cheats le oan tr Lely abt) update HAD
Handover to Closure Baton reciptent
‘{pormally BSM)
3.1 Ensure AI Information Complete @ONU ATM)
This relates to the AI management information as follows:
e¢ PONU and Pathway ATMs. This information is largely complete. At the time
of putting the new processes in place it is intended that Appendix 1 will have an
up-to-date list of these key people
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¢ Closure criteria and target date (for Low Als only). The closure criteria are
mostly agreed. A summary of these is contained on the Low AI Resolution plan
(which will be held by the Programme Office). Work is on-going to determine the
target date for closure. In contrast to the Medium rectification plans there is no
contractual significance to the target dates for closure
¢ Rectification plan. These are contractually agreed and referred to in the First
Supplemental agreement (reference 2). There have been some changes to these
plans agreed at various Delivery meetings. (DN do we need to bring these together
to produce an updated plan} aed k Wee ore, earner 6 feo, Wok & Console
tae ALL.
It is the responsibility of the amin . ue are tite information is complete and inform
Programme Management of any changes.
3.2 Maintain AI Information (Programme Management)
As the basis for Acceptance progress reporting and issue management, Programme
Management (Bob Burkin) will maintain the summary information relating to the
open Als.
3.3 Manage and Report Progress (PONU ATM)
The PONU ATM will report progress on each of his/her Als to his/her line manager.
The form and frequency of reporting will be determined by the individual groups, but
it is envisaged that the CSR+ reporting will continue as at present (Reference 3).
3.4 Produce Consolidated Reports (Line managers - fortnightly?)
Each group will produce a consolidated report on the progress and issues for review
with Pathway at the appropriate management meeting:
va © Service Management Forum
8S
en ¢ Joint CSR+ Board
re
¢ Implementation Project - Joint National Roll-out Board.
f 3.5 Produce Overall Acceptance Status Report (Programme Office - monthly?)
Cru The purpose of the overall Acceptance Status Report is to summarise progress and
issues on all incidents. (DN not clear who will receive this. The original intention
neeryicdn was for this to be for information only to a PONU/Pathway umbrella group. As there
may not be a single group managing the PONU/Pathway relationship the options
Vsgoey aad now are:
ok Cobk Ader
reads, © Contract Administration meeting
¢ PONU only Automation Working Group, with copy of report sent to Pathway) By .
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3.6 Recommend Closure (PONU ATM)
The ATM’s role in closure of Als will continue as now. When the ATM is satisfied
that the closure criteria have been met, he/she should e-mail his/her line manager
explaining the reason for and recommending closure. The ATM should consult with
appropriate business representatives who typically have been involved during the
life-time of the AI.
NB the e-mail recommending closure is part of the audit trail and will be
incorporated in the HAD and the paper Acceptance records. It is important that the
ATM gives a full explanation of why the AI is now fit for closure. The ATM should
assume that the reader has no knowledge of the activities leading up to closure.
Cross-refer or attach any relevant documentation.
For Medium Severity Als only, the ATM should copy the closure recommendation e-
mail to Keith K Baines.
3.7 Approve Closure (ine Manager)
The Line Manager assures that closure is appropriate and properly documented. He
forwards his approval of the recommendation to the HAD maintainer, Adrian Curtin
(“Lisa De-Sousa”) and to Programme Office (Bob Burkin).
3.8 Update Paper Records (Programme Office)
Acceptance files are kept by the Programme Office of each AI. These are updated
with the closure details. Summaries of the AI management information (see 2 above)
should also be updated.
3.9 Handover to Closure Baton Recipient
For a number of the Als, there will be on-going monitoring to ensure that the AI
solution does not regress. The ATM will be responsible for properly briefing the
Baton Recipient (DN - more guidance on this needs to be included here when the
issue has been discussed with BSM).
Typically (as shown in appendix 1) the baton will be passed to BSM. In the past this
has not always been done, and a review of all currently closed Als will take place
shortly to identify any missed batons.
4, IMPLEMENTATION OF NEW PROCESS
It is proposed to implement this new process with effect from (Monday 14”
February). Leading up to the 14°, focussed around drafts of this document, key
players will be discuss and agree the new process and their responsibilities within it.
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Draft Medium Severity Acceptance Incident Summary Version 0.1
Medium Severity Acceptance Incident Summary
ALNo. I AI Title POCL ATM Pathway ATM. Steering Group Closure Baton Recipient
211 Receipis # Payments Dave Pye John Pope CSR+ Project BSM
218 Training Graham Katon Implementation Implementation
314 ‘Documentation for 3% Bob Booth CSR+ Project Commercial
Party procurement
342 ‘TIP data file delivery Dave Pyc John Pope CSR+ Project BSM
369 OBCS Scanning Failure I Jill Turner John Dicks CSR+ Project BSM for fix monitoring
Commercial for other issues
372 System Management Bob Booth CSR+ Project BSM
376 Data Integrity Dave Pye John Pope CSR+ Project BSM
378 Data Integrity on Cash Dave Pye John Pope CSR+ Project BSM
Account
408 HSH Performance Adele Henderson _I Steve Muchow Service Management Forum I BSM
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Draft Low Severity Acceptance Incident Summary Version 0.1
Low Severity Acceptance Incident Summary
IAINo IAI Title POCL ATM PWY ATM Steering Group Closure Baton Recipient
AI2 _IKey storage not released _IBob Booth ICSR+ Project IBSM.
AIL 10 _IExtemally identified users [Bob Booth ICSR+ Project None
AL95 —IEmployee identifier field IPaul Redwood John Pope ICSR+ Project 1BSM.
AI98 _IPLU Tablet Paul Redwood John Pope ICSR+ Project IBSM.
AL 117_IMS SQL Server Bob Booth ICSR+ Project IBSM.
AI 124 ISimultancous Macstro Bob Booth ICSR+ Project 1BSM.
laccess
IAI 142 IFirewalls to obviate Bob Booth ICSR+ Project 1BSM.
authentication
AI 143 IStock Unit rolloveregg — IPaul Redwood John Pope ICSR+ Project 'BSM.
timer
AI 151 IFlat Screen power cord Bob Booth ICSR+ Project iBSM
AI 152 {Negative volume value Dave Pye John Pope ICSR+ Project IBSM
AI 153 ITransacting AP Reversal IBob Cragg. ICSR+ Project BSM
IAI. 155 INodc ID on EPOSS report IPaul Redwood John Pope ICSR+ Project BSM
[AL 159 Outsourced access rights [Bob Booth ICSR+ Project BSM
AI. 199 IAcknowledgement Agent [Bob Booth [Dave Cooke ICSR+ Project IBSM.
IAI212_IFTMS File Transfer Bob Booth [Dave Cooke ICSR+ Project BSM.
IAI 232 IEPOSS transaction log Scan Smith ICSR+ Project BSM
lcrror
IAI 238 [Monitoring of HSH Calls {Graham ShervingtonI Service Management Review IBSM
AI 239 IHSH PPD Graham Shervington! Service Management Review IBSM
IAI270 {OPS Reports and Reccipts IBob Booth ICSR+ Project 1? sm
IAI 290 {GMT Usage ‘Bob Booth [Dave Cooke ICSR+ Project None
AI 291 ISecurity event Bob Booth [Dave Cooke ICSR+ Project [None
Management
AT 293 IMaintenance without Bob Booth [Dave Cooke ICSR+ Project ? Bs
interrupt
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AINo IAI Title POCL ATM PWY ATM Stecring Group Closure Baton Recipient
IAI294_IOPS/TMS Audit Trail Bob Booth ICSR+ Project ? Ast
IAI 296 [SMC Site Visit [Bob Booth [Dave Cooke ICSR+ Project ? BSA
AI 297 ICounter system error (Graham Shervington Service Management Review IBSM
messages
IAI 304 IStyle Guide Non- Mark Stocks ICSR+ Project ? Ba 9
Conformance ‘
IA1 333_IHCI Specification Mark Stocks ICSR+ Project None
IAI 335 IAdjust Stock Dec Screens IPaul Redwood CSR+ Project 1? BS
IAI 339_ [APS Recovery Process Bob Cragg CSR+ Project BSM
AI 344 IDetail of data change [Dave Pye ICSR+ Project IBSM.
acknowledgement
AI 364 [Inconsistent Doc'n & Jacqui McNeice Implementation Implementation
training mode
AI 365 ILeaving training mode Jacqui McNeice Implementation Implementation
time
AI 370 IWitness statement Bob Booth ICSR+ Project 1BSM
AL 377 INew/Existing Reversals {Dave Pye John Pope ICSR+ Project iBSM
AI 384 ISequent Failover Bob Booth ICSR+ Project 1BSM.
IAI 385 {Business Continuity Doc'n [Bob Booth ICSR+ Project None
[AI 386 IBusiness Continuity (Graham Shervington Service Management Review IBSM
Testing,
AI 389 IDatabase Corruption Bob Booth ICSR+ Project None
. Escalation
AI 398 ICluster look-up service Bob Booth ICSR+ Project IBSM.
AI 399 IPolo Login Bob Booth ICSR+ Project IBSM.
IAI 400_IMemory Leaks Bob Booth ICSR+ Project [BSM.
IAI1401 IData store cormuption Bob Booth ICSR+ Project IBSM.
AI 402 IRoll-out not replacement {Bob Booth ICSR+ Project iBSM
[AI 403 IGroup permission Bob Booth ICSR+ Project IBSM.
restrictions
IAI 404 IMicro Installation Bob Booth ICSR+ Project None
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IAINo {AI Title POCL ATM PWY ATM Steering Group Closure Baton Recipient
procedures
IAL 405 {Req 905 omission (Mark Stocks ICSR+ Project None
IAI.406_IHCI Deficiencies Mark Stocks ICSR+ Project ? 8s,
AI 409 IRED Process shortfalls Dave Pye ICSR+ Project IBSM.
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