POL00028559
POL00028559
1.5 NOV 1999 S114
2234-
Roll-out 2000 Pre-Checkpoint Meeting
Monday 15" November 12:30pm -1:30pm - Gavrelle House Conference Room 9
Participants
Dave Miller Keith Baines
Chris French Andy Radka (to be confirmed)
John Meagher Jeff Triggs
Ruth Holleran Min Burdett
Agenda
1. Roll out criteria monitoring report latest update (handout at meeting) Min Burdett
2. Update on meetings with Pathway:
© 10"November Delivery Meeting (discussions around roll-out criteria and John Meagher
general progress on Acceptance Rectification plans)
© Meeting with Richard Christou (9 November) Dave Miller
3. Options under the contract Jeff Triggs
4, Approach to Checkpoint meeting on 17" November Dave Miller
© (output to include agreement on participants and any further actions to
prepare for meeting)
5. Meetings going forward (sce attached) Min Burdett
POL00028559
POL00028559
Version 0.4 Roll-out 2000 Criteria - Monitoring Report Update for 15 Nov Pre-Checkpoint Meeting 3
Week Commencing Total I Red/Amber/
Green
‘AI 298/1 I The number of system stability incidents for the four week period 433 Amber @®
21/10 to 17/11 shall be less than 547.
Total/ I Red/Amber/
A Green
‘AI376/1 I The percentage of cash accounts containing discrepancies shall not 16.05% [Red @
exceed 0.6%
‘Al 376/2 I No cash account discrepancy will be as a result of a cause 0 Green r
previously reported to POCL as having been remedied
‘A1376/3_I All new causes of cash account will be analysed and have a 20 Read @
rectification plan, submitted to POCL, within 10 days (Number
without analysis/rectification plan)
‘A1376/4 I The Accounting Integrity Control Release would have identified all No Data Amber @
new Cash Account Discrepancies reported prior to 24" November I
(number not identified)
‘AI 376/5_I Those elements of the Rectification Plan for AI 376 which are ‘On Green [ ]
scheduled to be complete by 24/11 shall be complete Track
Week Commencing Total’ I Red/Amber/
Average I Green
AI 408/1_I Service Levels for answering Level 1&2 calls to the Help Desk is
met in at least four of the six weeks as follows:
a) 95% of first level calls to be resolved in 5 minutes Green
b) 100% of first level calls to be resolved in 10 minutes Green
°) 95% of second level calls to be resolved in 30 minutes Green
d) 100% of second level calls to be resolved in 45 minutes Green
‘Al 408/2_I Service Levels for answering 80% of calls to the Help Desk within Amber @
20 seconds is met in at least four of the six weeks
‘1408/3 _ I Service Levels for cash account calls (no ring backs required) is Amber
‘met in at least four of the six weeks
‘1408/4 _I Service Levels for Cash Account repeat calls is met in at least four Green [ )
of the six weeks
‘1408/5 _ I Service Levels for 95% compliance on Cash Account call scripts is ‘Amber @
met in at least four of the six weeks
‘1408/6 I The Contractor's Horizon System Helpdesk Service shall provide No Data I Amber rT?
first, second and third level Services as described in Schedule GO1
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POL00028559
POL00028559
Update for 15 Nov Pre-Checkpoint Meeting
Version 0.4 Roll-out 2000 Criteria - Monitoring Report
Issues:
Criteria Issue. Actions Responsibility
1 AI 298/1 Pathway dispute whether the Blue Screens (possibly Energis Pathway to respond to POCL’s clarification of position Pathway (John
switch fail) should be included (78 failures counted: 65 in CAP Dicks)
32 and 13 in CAP 33)
2. AI 376/4 Analysis of incidents to date is not complete, Pathway to present review of all incidents in next 376 report Pathway (John
POCL have not had access to Pathway’s design documentation, I duc 11" November. Dicks)
and so POCL will not be in a position to concur with Pathway’s I Pathway to consider whether POCL can have access to the
analysis. documents
Be AT 408/2 During the weck commencing 1** November, Pathway believe POCL to consider Pathway’s view of mitigating circumstances. I (to be determined)
there were mitigating factors for the failure to mect the service
levels. A reference data fault (which Pathway believe was
caused by POCL) resulted in a number of calls. Without these
calls the service level would have becn 81%.
4, AI 408/3 The method of reporting is in dispute. POCL believe that these I Pathway have agreed that their next report will show numbers I Pathway (Paul
should be reported as integers not percentages, and that if there Wesitficld)
are any incidents in the week, this is a failed week.
5. AI 408/3 During the week of the 18" October, Pathway report a ring back I ATMs have discussed reason and agreed that the ring back on I Pathway (Paul
in the text of the report, but not in the Service Level table. the 18" October should not be included. Westield an
POCL (Dave
McLaughlin)
6. AI 408/5 The agreed method of measurement has not been followed and =I POCL and Pathway have discussed an alternative means of (to be determined)
may not be workable. monitoring based on a newly introduced HSH report showing
the sequence scripts were used for cach call. As only two
weeks is left of the original monitoring period POCL and
Pathway now need to agree the duration of the new monitoring
process. Pathway’s initial view is 2 weeks, POCL’s initial
view is 6 weeks.
7. AIL 408/6 POCL and Pathway have not agreed how this should be Provide documentary evidence to support position Pathway (Paul
measured. Westfield)
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2
Extract from Roll-out Decision paper
POL00028559
POL00028559
Draft for Review
Date/Time Meeting Purpose Inputs Participants
9. 17" November 1- Checkstep meeting, For POCL and Pathway to explore I Latest version of summary report Dave Miller, Dave Smith, Keith
3pm Boardroom likely outcome of decision and its containing measurements against Baines, John Meagher, Ruth
implications
criteria to date and issues arising
Holleran
Richard Christou, John Bennett,
Tony Oppenheim, Mike Coombs
10, I 24" November
12:30 to 2:30
Delivery Meeting
(In addition to normal agenda)
Agree measurements against criteria
Latest version of summary report
containing measurements against
criteria to date and issues arising
The usual Delivery Meeting
Participants,
Some time 24" to I POCL Decision Mecting
To decide whether rollout in 2000
Agreed measurements against criteria,
Dave Miller, Dave Smith, Keith
26" November should continue, Agree the Business impact assessment of any Baines, Chris French, John
TBC implications of the decision and failed criteria (production coordinated I Meagher, Ruth Holleran, Min
next actions. by the POCL ATM) Burdett, Jeff Triggs (on standby)
12."] TBC (soon after Communicate outcome of I To inform Pathway of POCL’s Output from meeting 11. Dave Miller
11) - could be Decision decision and agree/confirm way Richard Christou
telephone call forward
13. I TBC (soon after POCL Re-plan preparation I To agree requirements and planning I Contingency planning output (from Chris French, John Meagher,
11) meeting parameters for re-testing, Release Management - 17" Nov Andrew Simpkins (DN other
. demonstration and roll-out. Checkpoint mecting should indicate if I participation depends on nature of
contingency plan needed) failure)
14, I TBC Joint Re-plan session To develop a new plan Output from 13, Andrew Simpkins
incorporating re-testing and Mike Coombs
demonstration and new roll-out plan
15. I TBC (if needed) Commercial Mecting To agree any changes to the Output from meeting 11. Keith Baines, Jeff Triggs
contract
Tony Oppenheim
' Hereafter, the activities are contingent on POCL having given notice of their intention to postpone the resumption of the roll-out. The meetings are likely to be modified by
the output of meeting 11,
Page 2.
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