POL00028512
POL00028512
16 JAN 2009 —21u ¥
Electronic memo
To: Adele Hender I Keith K Bainesf_
Dicks John Muchow Stephen...
c Oppenheim Tony <T;
co: ; kill
Hard Copy To
Hard Copy cc eee
From Westfield Paul; =f GRO}
“Date 17/01/2000 11:44
Subject: A!408: Cash Account Call Analysis Review - Week 1 & Improvement P lan
Attached is version 1.2 of the above document as agreed on 14/01/00.
Regards,
- CS_REP_087 V1_2.doc
- CS_REP_057 V1_2(95).doc
POL00028512
POL00028512
ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
ICL Pathway
(=) CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
Document Title:
Document Type:
Abstract:
Document Status:
Author:
Reviewed By:
Distribution:
Acceptance Incident 408: Cash Account Call Analysis Review
— Week 1 & Improvement Plan
Report
This document provides the results of the ICL Pathway review
of POCL’s findings following their analysis of recorded Cash
Account calls for Week 1 (03/12/99) of the Al408 reporting
cycle. It also provides the Improvement Plan agreed between
ICL Pathway and POCL.
DEFINITIVE: V1.2
Richard Brunskill: ICL Pathway Management Support
Manager.
Adele Henderson: POCL
Paul Westfield: ICL Pathway
ICL Pathway Library
John Dicks
Stephen Muchow
Tony Oppenheim
Paul Westfield
Dave Fletcher
Keith Baines: POCL
Adele Henderson: POCL
© 2000 ICL Pathway Limited
SECURITY CLASSIFICAION Page: 1 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
I
e
POL00028512
POL00028512
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
CASH ACCOUNT CALL ANALYSIS REVIEW—WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
0.5 Document Control
0.6. Document History
Version:No. Date Reason for Issue Associated
ni, : CP/PinICL No.
1.0 10/01/00 Report issued following review on 06/01/00
11 12/01/00 Incorporated comments from Adele
Henderson and Paul Westfield
1.2 14/01/00 Incorporated the agreed ICL Pathway/POCL
improvement plan.
0.2 Approval Authorities
Name ‘ Position’ Signature Date
‘Adele Henderson _ POCL 14/01/00
Paul Westfield IS Manager ICL 14/01/00
Pathway
0.5 Associated Documents
Reference Version’ I Date _ Title Source .
CR/ACD/408 -2 15 11/01/00 I A408 Horizon System ICL Pathway
Helpdesk — Acceptance
Incident 408, Monitoring
period 2
0.5 Abbreviations
Abbreviation Explanation
AL Acceptance Incident
AP Automated Payment
CAP Cash Account Period
HSH Horizon Systems Helpdesk
NBSC Network Business Support Centre
POCL Post Office Counters Limited
TSA Technical Support Analyst
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 2 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
POL00028512
ae ie
ICL Pathway ACCEPTANCE INCIDENT 408 Refi CS/REP/057
(—) CASH ACCOUNT CALL ANALYSIS REVIEW-WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
0.5 Changes in this Version
Version Changes
Ld Section 3.2 — results tables. Section 4.1
1.2 Sections 4 and 5
0.5 Changes Expected
Changes
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 3 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL,
POL00028512
POL00028512
6 ue
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/0S7
(—) CASH ACCOUNT CALL ANALYSIS REVIEW -WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
0.5 Table of Contents
1 INTRODUCTION 5
2 SCOPE 5
3 REVIEW SUMMARY 5
i
' 3.1 Initial POCL Results 5
3.2 Joint ICL Pathway / POCL Results 6
I
\ 4 IMPROVEMENT PLAN 9
41 Improvement Opportunities Identified from week 1 9
4.2 Other improvement Opportunities 10
i 4.21 Compilation of Scripts 10
4.2.2 Conformance to Scripts 10
4.2.3 Audit of Calls 10
4.24 Proactive Improvement Process 10
4.25 Call Resolution Coding 10
4.2.6 Interface Agreement 10
4.2.7 Helpdesk Forum 11
4.2.8 Electronic Link between Support Centres 1
4.2.9 Horizon Guide to Balancing iM
5 TIMETABLE FOR DELIVERABLES 12
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 4 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL.
POL00028512
POL00028512
_
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
(=) CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
i ‘ & IMPROVEMENT PLAN Date: 14/01/00
1 Introduction
In accordance. with the monitoring requirements for AI408, the HSH sites at both
Stevenage and Manchester are recording all Cash Account calls for a six-week period
from 03/12/99. The taped calls are then being reviewed by POCL who will make an
assessment as to the HSH’s ability to:
¢ Conform to the narrative contained within the Cash Account scripts
© Give out correct advice avoiding a negative impact on the POCL business
: Following the initial review by POCL, a joint exercise was undertaken by ICL
Pathway and POCL to re-evaluate any calls, which POCL had assessed as failing the
above criteria.
2 Scope
This document highlights the results of the joint ICL Pathway / POCL review and
identifies any areas where it is felt that improvements are required to the HSH call
scripts or TSA knowledge, to avoid instances in the future of incorrect advice being
supplied to the outlets.
An ‘Improvement Plan’ is also included in order to ensure any changes are delivered
in advance of the projected commencement of roll out on 24/01/00.
3 Review Summary
3.1 Initial POCL Results
POCL reviewed 45 calls out of 177 recorded for Cash Account activity on 08 &
' 09/12/99. Out of the calls reviewed, 13 were deemed to have failed in that by incorrect
advice being given by the HSH this could have a negative impact on their business, or
the HSH deviated from the Cash Account script.
This retuned an initial POCL derived result of 71.1% compliance, (+/- 11%.)
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 5 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting cxisting contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL.
POL00028512
POL00028512
"
ICL Pathway ACCEPTANCE INCIDENT 408 Refi CS/REP/OS7
& CASH ACCOUNT CALL ANALYSIS REVIEW WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: ‘14/01/00
3.2 Joint ICL Pathway / POCL Results
Out of the 13 calls deemed to have failed by POCL, 12 were reviewed jointly by ICL
Pathway and POCL, (including representatives from the HSH). One call could not be
traced despite extensive searching through the tapes.
All calls reviewed appeared to follow the Cash Account scripts where this was
possible, however some ran out of script.
Calls were handled professionally at all times with a good rapport between the HSH
TSA and the outlet. At no time did the ICL Pathway reviewers detect any frustration
being displayed by the outlet. Where the call failed in terms of the quality of advice
given by the HSH, the relationship between the TSA and the outlet did not degenerate,
even when the outlet was aware that perhaps the advice being given was incorrect.
Summary of Results:
From analysis of the 13 failures out of a sample of 45 calls:
POCL view after I POCL view after ICL Pathway
Initial Review Joint Review view after Joint
Review
Number of Calls Passed 0 5 13
Number of Calls Failed 13 EJ 0
(Number of calls where advice was (5)
incorrect and the resolution to the
problem not covered by the scripts)
% conformance Td 82.2 100
+11% in sample size 82.1 93.2
- 11% in sample size 60.1 712
See following table for detailed results of review.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 6 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
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ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/0S7 (1)
CASH ACCOUNT CALL ANALYSIS REVIEW — WEEK 1 Version: 1.2 :
& IMPROVEMENT PLAN Date: 14/01/00
Call Summary of Call Review POCL Assessment ICL Pathway Conformance to Cash
Reference or Assessment Account Script
FAD .
Initial Final
Result Result
177306 Outlet had a problem in reconciling redeemed BT and TV stamps following an incorrect transaction. HSH guided the I Failed I Failed I Passed YES — to the point at :
outlet though the process of correcting the TV stamps but did not SPECIFICALLY describe the process for the BT which specific action
stamps. HSH did in fact give a generic explanation of how to resolve the problem as both the BT and TV stamp correction applicable to that outlet
sequences are similar. The outlets appeared happy with this advice and did not make a subsequent call, hhad to be identified
T4136 Problem in the outlet with stock declarations. Initially the TSA gave erroneous advice suggesting the outlet should declare I Failed I Failed I Passed YES — to the point at
‘what the system stated and not what was actually on hand, The caller questioned this advice and the TSA reconsidered his which specific action
statement and the call was eventually brought to a successful conclusion. ICL Pathway do accept that if not for the applicable to that outlet
persistence of the caller, the incorrect advice may have been accepted, The TSA in question will be allowed to hear the had to be identified
call and briefed as to the potential implications of momentary lapses of concentration,
230704 Problems arose on this call as a new procedure for Family Tax Credit has been introduced and the oullet had difficultics I Failed I Failed I Passed YES — to the point at
with the system in this area, The call was handled very well initially until the HSH tried to steer the outlet to the which specific action
Transaction Log. A lengthy and unnecessary procedure was suggested and implemented at the outlet that would have Improvement to I appticable to that outlet
provided no help at all in resolving,the enquiry. It transpired that the call could have been resolved simply and quickly seripts required I tad 19 be identified
with the completion of a new reversal.
239704 ‘Outlet was trying to reverse an AP transaction completed on the previous day. This is not possible, POCL initially did not I Failed Passed I Passed YES
* I ascertain that the transaction was of this type and failed the call.
267427 ‘Could not trace this call on the available tapes. Failed Passed I Passed NIA
368136 ‘Although ICL Pathway feel that this call was handled in “good faith’, the HSH should not have attempted to resolve the I Failed I Failed I Passed ‘YES ~ then seript did not
enquiry which required a POCL decision as to the application of a business rule for double stock unit roll over. The NBSC cover the applicable
bur initially fielded the call then, erroncously by POCL, the caller advised to call the HSH. In line with the policy of not Improvement to I business rule.
“bouncing’ the caller between helpdesks, the TSA attempted to resolve the call. HSH have no documented business rule seripts required
for double stock unit roll over.
086130 This call referred to lottery slock unis and prize allocations, which offen causes confusion at the oulict. In addition to I Failed Failed I Passed NK
having no formal script within the HSH, there is no reference to this process in the Horizon User Guide. The TSA gave the
wrong statement regarding the position and effect of lottery process within the receipts and payments tables within the pos se tceat ted
Cash Account. The call was passed to 2™ line support for action and we are awaiting the result of this analysis. Seripts requires
Call Summary of Call Review POCL Assessment ICL Pathway Conformance to Cash
Reference or Assessment Account Seript
FAD
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 7 of 14
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
POL00028512
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057 Gg
CASH ACCOUNT CALL ANALYSIS REVIEW - WEEK 1 Version: 1.2 :
& IMPROVEMENT PLAN Date: 14/01/00
Initial Final
Result Result
188715 The outlet had failed to roll over a stock unit incorrecily. The outlet did not appear to fully understand where in the I Failed Passed I Passed YES — to the point at
process they were and were unable to confirm the CAP or balance period. Eventually the call was passed to 2" line where which the outlet became
the outlet was successfully rolled over. confused as to the period
in which the stock unit I
resided
277715 ‘Outlet reported a discrepancy, which could not be resolved. HSH clearly stated that they should check everything even I Failed Passed I Passed YES
when asked by the outlet if they could accept erroncous figures. If'a discrepancy cannot be resolved following full checks,
the business rule dictates that the outlet must contact the NBSC for a business decision as to how to proceed. HSH.
directed the outlet to the NBSC correctly.
“Mr Bull” ‘Ouilet got confused with the stock declaration procedure and had created a discrepancy duc to declaring and adjusting I Failed Passed I Passed YES — to the point at
‘stock. Outlet was instructed to re-declare the stock under the same ID to overwrite previous figures. which specific action
applicable to that outlet
had to be identified
Call 056 (1) I Problems were encountered in the outlet following the creation of a supplementary stock unit. A good deal of time was I Failed Failed I Passed YES — to the point at
spent trying to ascertain why this happened ~ this was unnecessary as the main aim should have been to bring the outlet which specific action
accounts into line. The problem was compounded following advice given to complete a transfer out of this stock unit Improvement (0 I sopticable to that outlet
(which contained no stock, stamps or cash and therefore a negative balance). This only resulted in the discrepancy being seripts required I tad to be identified
increased. The call then became more and more confusing. The outlet was forced to make a further call to the HSH, as the
problem was not resolved. (Sce next entry)
‘Call 056 (2) ‘Sce above = this is the second call for this identical problem Failed Failed Passed YES = to the point at
Improvement to I which specific action
scripts required I applicable to that outlet
had to be identified
313136 Call passed on 100 early to 2™ line before analysing problem. Call however resolved successfully Failed Failed I Passed YES = but not to full
extent
. TOTAL FAILED 13 8 0
TOTAL PASSED 0 5 13
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 8 of 14
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Nothing contained herein shall be deemed or construcd as affecting existing contractual obligations or creating new contractual obligations between ICL Pathway and the DSS/or POCL
i)
POL00028512
POL00028512
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
44
Improvement Plan
Improvement Opportunities Identified from week 1
In order to ensure the maximum number of calls are handled correctly it is necessary
to implement an improvement plan in line with any contractual requirements to ensure
that advice given by the HSH does not impact adversely on the POCL business. The
components of this improvement plan have to be developed, tested and implemented
within the HSH prior to the expected commencement of roll out on 24/01/00.
From the 13 calls analysed in this joint review, and from experience gained within the
ICL Pathway Customer Service Management Information Reporting, specific areas
can be identified as causing confusion either in the outlet or at the HSH, these are
believed to be:
1. Out of hours stock units (e.g. Lottery) and associated prize allocations
2. Discrepancies and dealing with the entire complex subject of reversals and
suspense accounts
In addition, ICL Pathway believe that knowledge within the HSH of the following
areas of the POCL business need re-enforcing:
3. Procedures surrounding the use of the transaction log to identify errors
4. Procedures surrounding the transfer between stock units
5. Where a business rule needs to be invoked by the NBSC
There is also a need to ensure that the HSH have the means to quickly acquire
knowledge of any new procedures or products, i.e. Family Tax Credit.
Of the areas identified above, ICL Pathway believes separate call scripts need to be
developed for points 1 & 2 above, whilst the other areas require review and any
deficiencies made good.
In order to complete this work as quickly as possible, both ICL Pathway and POCL
have committed to work with the HSH in providing the narrative for the new call
scripts and any changes following review of existing scripts, as the areas highlighted
are complex in nature and an understanding of the impact of any advice given to the
outlet by the HSH is required.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 9 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
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ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
& CASH ACCOUNT CALL ANALYSIS REVIEW-WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
4.2 Other improvement Opportunities
4.2.1 Compilation of Scripts
ICL Pathway will take the lead in developing the scripts further and use the Helpdesk
forum to present any changes and allow POCL feedback and agreement. ICL Pathway
will be responsible for ensuring effective Change Control Processes are applied to the
scripts document,
4.2.2 Conformance to Scripts
ICL Pathway will re-enforce the use of the first script, which identifies where the
SPM is within the system. ICL Pathway will also ensure that all new TSAs follow the
scripts conscientiously. POCL will communicate across the Network to ensure that
the Outlets understand the rationale behind using scripts within Support Centres.
4.2.3 Audit of Calls
POCL will give ICL Pathway two days notice to undertake an audit of the calls on-
site but remote from the TSAs. All cash accounting calls during the audit will be
recorded for reference purposes. POCL will identify improvement opportunities and
share these with ICL Pathway for implementation.
4.2.4 Proactive Improvement Process
ICL Pathway will adopt a proactive improvement process regarding learning
opportunities for dealing with cash accounting calls. They will keep POCL informed
of these through the Helpdesk forum. This activity may result in changes to scripts
and/or improvements to the training programme.
4.2.5 Call Resolution Coding
ICL Pathway will review their cash accounting call closure codes and POCL will
assist in the exercise by sharing their cash account call classification. ICL Pathway
will then use this as a tool to identify future improvements.
4.2.6 Interface Agreement
An interface agreement will be established between the HSH and NBSC to identify
responsibilities between the Support Centres and agree consistent procedures. This
agreement will enable the reduction of inappropriate calls being transferred to either
Support Centre. Both parties are committed to working together to jointly reduce the
volume of calls falling within this category.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 10 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
POL00028512
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
_) CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
4.2.7 Helpdesk Forum
A forum has been established consisting of representatives between the HSH, NBSC,
ICL Pathway and POCL and the first meeting is scheduled for 27/10/00. This forum
will report into the Horizon Service Review Forum. The objectives of this group will
be defined and agreed between ICL Pathway and POCL. The group will meet monthly
with one of the agenda items being improvement to scripts. They will be targeted at
reducing the number of inappropriate calls being transferred between Support Centres.
POCL will investigate the possibility of advance notice to the Support Centres of
changes that are included in Counter News.
4.2.8 Electronic Link between Support Centres
A feasibility study has taken place to establish whether technologically calls can be
transferred between the two Support Centres in real time. The findings from the study
need to be agreed and implemented. This would reduce the impact of poor diagnosis
within the Outlets.
4.2.9 Horizon Guide to Balancing
POCL have produced a guide to assist postmasters when balancing called “Balancing
with Horizon”. This guide is expected to be out in the field by the end of January.
Prior to this guide being issued the scripts will be reviewed to ensure that. they
conform to the detail within the guide.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 11 of 14
Printed On: 17/01/00 at 14:45
Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
POL00028512
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e
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/0S7
@ CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
5 Timetable for deliverables
Item I Deliverable By Date I Who
Compilation of Scripts
1. Pre work on new call scripts for lottery stock unit, 11/01/00 ICL Pathway
reversals and suspense account. Completed
2. Re-enforce current processes and procedures for: 11/01/00 ICL Pathway
I. Procedures surrounding the use of the Completed
transaction log to identify errors
II. Procedures surrounding the transfer between
stock units
I. Where a business rule needs to be invoked by ,
the NBSC
3. New scripts completed and problem areas reviewed I 14/01/00 ICL Pathway
Completed /POCL
4. New documentation presented to HSH TSAs 17/01/00 ICL Pathway
Completed
5. New documentation introduced into live environment I 19&20/01/0 I ICL Pathway
0
6. Tapes available for review & results jointly agreed 21/01/00 ICL Pathway
/POCL
Conformance to Scripts
7. ICL Pathway to re-enforce usage of initial scripts and I 19/01/00 ICL Pathway
to instruct new TSAs to use the scripts for resolution.
8. POCL will communicate the rationale for using 28/02/00 POCL
scripts within the Support Centres to the Network.
Audit of Calls
9. POCL will give ICL Pathway two days notice of any I 15/01/00 POCL
audit Completed
10. ICL Pathway will record all cash accounting calls 15/01/00 ICL Pathway
during the audit Completed
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 12 of 14
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL
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I ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/057
e CASH ACCOUNT CALL ANALYSIS REVIEW-WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
Item I Deliverable By Date I Who
Proactive Improvement Process
1. Proactive improvement plans will be presented to the I 27/01/00 ICL Pathway
Helpdesk forum when identified.
Call resolution Coding
2. ICL Pathway will implement the new call 28/02/00 ICL Pathway
classification codes.
Interface Agreement .
3. ICL Pathway and POCL initial meeting to discuss 14/01/00 ICL Pathway
Interface Agreement Completed /POCL
4. Draft agreement to be issued 19/01/00 ICL Pathway
Follow-up workshop to discuss agreement 27/01/00 ICL Pathway
/POCL
6. Finalised Interface Agreement 28/02/00 ICL Pathway
/POCL
Helpdesk Forum
7. Helpdesk Review Forum has been established; first I 27/01/00 ICL Pathway
meeting is due to take place. Future monthly /POCL
meetings will be scheduled
8. Terms of reference and objectives to be agreed for the I 28/02/00 ICL Pathway
Helpdesk Review Forum /POCL
9. Helpdesk Review Forum agenda to include Cash 27/01/00 ICL Pathway
Account script amendments (Pre work to draft
amendments will take place prior to this by ICL
Pathway). This will be an ongoing exercise.
10. Change control for the cash accounting scripts is via _ I 27/01/00 ICL Pathway
the Helpdesk review Forum but managed within ICL
Pathway.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 13 of 14
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Nothing contained herein shall be decmed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL,
POL00028512
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oe :
ICL Pathway ACCEPTANCE INCIDENT 408 Ref: CS/REP/0S7
—) CASH ACCOUNT CALL ANALYSIS REVIEW- WEEK Version: 1.2
1
& IMPROVEMENT PLAN Date: 14/01/00
Item I Deliverable By Date I Who
Electronic Link between Support Centres
i, A meeting to discuss the feasibility study findings 31/01/00 ICL Pathway
will be scheduled /POCL
Horizon Guide to Balancing
2. ICL Pathway will review the impact of POCL’s 17/01/00 ICL Pathway
balancing guide on the scripts and feedback to POCL.
© 2000 ICL Pathway Limited SECURITY CLASSIFICAION Page: 14 of 14
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Nothing contained herein shall be deemed or construed as affecting existing contractual obligations or creating new
contractual obligations between ICL Pathway and the DSS/or POCL.