POL00028565
POL00028565
28 OCT 1999
2937.
Electronic memo
To
Baines/POCL/POSTOFFICE._.
ce David X Smith/POCL/POSTOFFICE:
Holleran/POCL/POSTOFFICE,
Henderson/POCL/POSTOFFI
Radka/POCL/POSTOFFICE
Miller/POCL/POSTOFFICE.
: Burdett/POCL/POSTOFFICEC
Hard Copy To f
Hard Copy ce /
From John Meagher/POCL/POSTOFFICE
Date 28/10/99 18:11
Subject Acceptance Decision Process for 24 November
All
Please find attached the first draft of the proposed process for arriving at the acceptance
decision on 24 November. The paper itself is self explanatory, however, if you have any
queries on the content then please address them to either myself or Min Burdett.
I am interested in any comments you have on the document which I will accept and manage via
correspondence but please have them to me by 4th November.
You will note that we have included a series of meetings which need to take place many of
which are not yet agreed (TBC) due to diary contention, however, once agreed will be
communicated to all.
Suspension of Roll.d
4
e Roll-out 2000 Decision Draft - Commercial In Confidence
3
Decisions whether to Suspend Roll-out
Purpose of this Paper
On September 24" 1999 POCL Accepted the Pathway Services, but modified the Codified
Agreement to protect POCL against the deficiencies in the Services identified as part of the
Acceptance activity. These changes in the Codified Agreement are contained in the Second
Supplemental Agreement. One aspect of this is the addition of a review for POCL to
determine whether the Services have been improved sufficiently to allow the roll-out to
continue after the Christmas break on January 24" 2000. The purpose of this paper is to
describe the process by which that decision will be made.
This paper includes:
© a description of the criteria on which the decision will be made as specified in the Second
Supplemental Agreement
© a proposal on the set of meetings which should take place to inform the decision, manage
issues and make the decision in November
aproposal on the set of meeting which should take place to inform the decision, manage
issues and make the decision in January (DN not in this version, but process would be
similar to that for the November decision, starting on return from the Christmas break)
© a proposal on what to do next should the decision be to suspend roll-out.
The Second Supplemental Agreement
Section 6 of the agreement states that suspension of Rollout may occur if:
1. any of the criteria in parts A to C of Schedule 4 (relating to: system stability (A1298); TIP
Interface Accounting Integrity (AI376); and Helpdesk Performance (AI 408)) shall not be
met by 24" November, 1999.or;
2. the Accounting Integrity Control Release Date shall not have occurred by 14% January,
2000 or;
3. any of the criteria set out in part D of Schedule 4 (relating to TIP Interface Accounting
Integrity (AI376)) shall not have been met by 14” January, 2000.
Tfany of the above occur, “POCL shall be entitled by notice to the Contractor to postpone the
resumption of Rollout from 24 January, 2000 until such later date as shall be agreed...”.
“IfPOCL gives notice...the parties shall meet as soon as reasonably practicable thereafter
with a view to agreeing and documenting:-
1, aplan and timetable for re-testing and demonstrating the satisfaction of each of the criteria
set out in Parts A to D (inclusive) of Schedule 4 not then satisfied; and
2. arevised Roll-out Programme to take effect once the satisfaction of all such criteria shall
have been demonstrated and the Accounting Integrity Control Release Date shall have
occurred.”
The Acceptance Resolution Timetable (Version 1.0 dated 24* September 1999) forms part of
the Second Supplemental Agreement. Activities related to the Roll-out Decision are:
© Joint Delivery Review meeting 7 (Review Criteria NRO 2000). This indicates that the
Pathway/POCL review mecting on the 24" November will be a key Acceptance
Checkpoint meeting
e AI376 Acceptance Incident Plan
The details contained in Schedules A to D is attached. In summary the criteria for the
decisions on 24" November and 14” January are:
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Criteria for 24" November are:
AL 298/1 The number of system stability incidents for the four week period 21/10 to
17/11 (Draft Note - Graham White confirming dates) shall not be greater
than 548.
AI376/1 During the period 3/10 to 14/11, the percentage of cash accounts containing
discrepancies shall not exceed 0.6%
AI376/2 During the period 3/10 to 14/11 no cash account discrepancy will be as a
result of a cause previously reported to POCL as having been remedied
AI376/3 All new causes of cash account discrepancies between 24/9 and 14/11 will be
analysed and have a rectification plan, submitted to POCL, within 10 days of
Pathway being aware of the problem.
AI376/4 The Accounting Integrity Control Release would have identified all new
Cash Account Discrepancies reported prior to 24 November
AI376/5 Those elements of the Rectification Plan for AI 376 which are scheduled to
be complete by 24/11 shall be complete
AL 408/1 Measured from 4/10 to 14/11 Service Levels for answering Level 1 and 2
. calls to the Help Desk is met in at least four of the six weeks (DN - check
whether there are actually 4 criteria here)
AI 408/2 Measured from 4/10 to 14/11 Service Levels for answering 80% of calls to
the Help Desk within 20 seconds is met in at least four of the six weeks
AI 408/3 Measured from 4/10 to 14/11 Service Levels for cash account calls (no ring
backs required) is met in at least four of the six weeks
AI 408/4 Measured from 4/10 to 14/11 Service Levels for Cash Account (DN is this
cash account or all calls) repeat calls (no repeat calls from outlets on the
same incident) is met in at least four of the six weeks
AI 408/5 Measured from 4/10 to 14/11 Service Levels for 95% compliance on Cash
Account (DN is this cash account or all calls) call scripts is met in at least
four of the six weeks
Criteria for 14" January are:
AI 376/6 As per AI 376/1 but for the period 3/10 to 14/1
AI376/7 As per AI 376/2 but for the period 3/10 to 14/1
AI376/8 As per Al 376/3 but for the period 24/9 to 14/1
AI 376/9 The Accounting Integrity Control Release has taken place by 14/1
3. Decision Process for the 24" November
The table below shows the meetings that will take place to reach and manage the implications
of the decision. If it is determined at the Delivery mecting on 24* November that Pathway
have met the Roll-out 2000 criteria, subsequent meetings need not take place.
The main deliverables supporting the meetings are the monitoring reports describing
Pathway’s performance against the criteria. Currently there are discrepancies between the
POCL and Pathway reports for Als 376 and 408. The early working-level meetings are
planned to address these discrepancies so that a jointly agreed report can be provided to the
meetings.
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Date/Time Meeting Purpose Inputs Participants
1 1* or 2™ Nov TBC I AI376 Monitoring To ensure that all processes are in Each party’s view of the S criteria Dave Pye (POCL ATM), Gracme
Process mecting place for monitoring AI 376 and measurement to date Seedall, Martin Box
determine actions to resolve John Dicks (Pathway ATM for
differences of opinion John Pope)
2. I 5" November TBC I AI376 Monitoring To agree the measurement of Fulfilled actions from meeting 1 As above, with additional
resolution criteria to date . commercial, reference data or
other input as agreed in meeting 1
3. I Sometime during I AI 408 Compliance TBC (DN - MB tospeak to Adele I TBC TBC
1* to 5" TBC Measurement Hendersen to determine current
status and best way forward)
4. I8"or9*NovTBC I Pre-meet for To brief Dave Miller of outcome of I POCL (and Pathway if available) Dave Miller, Dave Smith, Keith
Miller/Christou 1:1
monitoring of criteria and issues
arising
bricfing documents.
Baines, John Meagher, Ruth
Holleran, Adele Henderson (if big
408 issues)
5. I 9* or 10® Nov Miller/Christou 1:1 Check step for 24" November Briefing documents from Pathway Dave Miller
TBC Decision and POCL containing measurements I Richard Christou
against criteria to date and issues
arising.
6. 10® November Delivery Meeting (In addition to normal agenda) Bricfing documents from Pathway The usual Delivery Meeting
12:30 to 2:30 Review measurements against and POCL Participants. (DN will Tony
criteria to date and ensure Oppenheim be attending?)
appropriate actions are in place to
resolve any issucs
7 12 or 15" Pre-meet for Checkstep To determine POCL’s contingent Latest POCL view from criteria Dave Miller, Dave Smith, Keith
November TBC meeting view on agreement to roll-out and monitoring Baines, Chris French, John
to anticipate issues arising. Agree Meagher, Ruth Holleran, Min
actions to undertake before Burdett, Jeff Triggs (on standby)
checkpoint meeting,
8. 17* or 18° Checkstep mecting For POCL and Pathway to explore "I Latest agreced view from criteria Dave Miller, Dave Smith, Keith
November TBC likely outcome of decision and its monitoring Baines, John Meagher, Ruth
implications Holleran
Richard Christou, John Bennet,
Tony Oppenheim, Mike Coombes
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Date/Time Meeting Purpose Inputs Participants
9. 24® November Delivery Mecting (In addition to normal agenda) Joint POCL/Pathway paper on The usual Delivery Meeting,
12:30 to 2:30 Agree measurements against measurements, Participants, (DN will Tony
criteria Oppenheim be attending?)
10. I Some time 24" to POCL Decision Meeting I To decide whether rollout in2000 I Agreed measurements against criteria. I Dave Miller, Dave Smith, Keith
26" November should continue. Agree the Business impact assessment of failed I Baines, Chris French, John
TBC (DN Jeff implications of the decision and criteria (DN ATMs will need to be Meagher, Ruth Holleran, Min
Triggs advising on next actions. informed they are responsible for Burdett, Jeff Triggs (on standby)
any time coordinating the production of these)
constraints)
11.'I TBC (soon after Communicate outcome of I To determine Pathway’s agreement I Output from mecting 10. Dave Miller
10) - could be Decision to POCL’s decision and Richard Christou
telephone call agree/confirm way forward
12. I TBC (soon after POCL Re-plan preparation I To agree requirements and planning I Contingency planning output (from Chris French, John Meagher,
10) mecting parameters for re-testing, release management - 17" Nov Andrew Simpkins (DN other
demonstration and roll-out. Checkpoint meeting should indicate if I participation depends on nature of
contingency plan needed) failure)
13. I TBC Joint Re-plan session To develop a new plan Output from 12, Andrew Simpkins
incorporating re-testing and Mike Coombes
demonstration and new roll-out
plan
14. I TBC (if needed)
Commercial Meeting
To agree any changes to the
contract
Output from meeting 10.
Keith Baines, Jeff Triggs
Tony Oppenhcim.
' 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 mecting 10 above.
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SCHEDULE 4
Acceptance Incident Rectification Criteria
PartA
System Stability (A.I. 298)
‘The criterion shall be measured in relation to the Counter Positions in those Outlets to which
Rollout shall have occurred by Ist October, 1999, provided that that is not less than 750
Outlets. If that shall be less than 750 Outlets then the criterion shall be measured in relation to
the Counter Positions in those Outlets in respect of which Rollout shall have occurred at the
end of the week in which Rollout shall have occurred in relation to 750 Outlets. For this
purpose a “week” is a week commencing on a date specified in the first column of the Rollout
Programme and the number of Outlets shall include the live trial Outlets.
The criterion to be met by 24th November, 1999 shall be that during the period from 18th
October, 1999 until 14th November, 1999 the total number of Units reported to the Help Desk
in relation to the relevant Outlets shall not exceed the aggregate number of Counter Positions
in those Outlets multiplied by the fraction 4/13.
For this purpose a Unit shall be measured as follows:
cach Help Desk authorised reboot shall count as one Unit;
ecach Help Desk authorised office snapshot print preview shall count as one Unit;
ecach work-around authorised by the Help Desk to remove a “no entry” sign which denies a
legitimate function shall count as half a Unit;
each work-around authorised by the Help Desk to remove the necessity to carry out a reboot
or office snapshot print preview where the time taken to carry out such work-around
(as demonstrated by the Contractor in the test environment normally used to validate
test scripts) is less than 4 minutes shall count as half a Unit.
ecach work-around authorised by the Help Desk to remove the necessity to carry out a reboot
or office snapshot print preview where the time taken to carry out such work-around
(as demonstrated by the Contractor in the test environment normally used to validate
test scripts) is 4 minutes or longer shall count as one Unit; and
Part B
TIP Interface Accounting Integrity (A.J. 376)
The criteria to be met by 24th November, 1999 shall be as follows:-
(i) during the period from 3rd October, 1999 until 14th November, 1999 the percentage
of Cash Accounts received by POCL across the TIP Interface containing Cash
Account Discrepancies shall not exceed 0.6 per cent of all such Cash Accounts;
(ii) during the period from 3rd October, 1999 until 14th November, 1999, no Cash
Account Discrepancy shall arise as a result of a cause previously reported to POCL as
having been remedied;
(iii) all new causes of Cash Account Discrepancies identified after the date of this
Agrcement shall have been properly analysed by the Contractor and suitable
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rectification plans therefor submitted to POCL in reasonable detail within ten days of
the Contractor becoming aware of such Cash Account Discrepancy;
(iv) The Contractor shall have satisfied POCL (POCL acting reasonably) that the
Accounting Integrity Control Release would, had it been deployed at the relevant
time, have identified all Cash Account Discrepancies reported prior to 24th
November, 1999 which shall have arisen as a result of any new cause identified after
the date of this Agreement; and
(vy) those elements of the Rectification Plan for Acceptance Incident 376 required to have
been carried out by 24th November, 1999 shall have been duly carried out.
PartC
The criteria to be met by 24th November, 1999 are as follows:-
(@) —- Service Targets
That cach of the following service targets, measured on a weekly basis, shall be met in at least
four of the six weeks which fall between 4th October, 1999 and 14th November, 1999 (but so
that not all such service targets have to be met in the same four wecks):-
@ that part of the service target referred to in paragraph 4.3.2.1 of Schedule G10 to the
. Codified Agreement as refers to the answering of at least 80% of all calls to the Help
Desk within 20 seconds;
(ii) the service target contained in paragraph 4.3.2.3 of the said Schedule G10;
(iii) _the service target contained in paragraph 4.3.2.4 of the said Schedule G10;
(iv) the service targets contained in paragraph 4.3.2.5 of the said Schedule G10; and
(vy) the service targets contained in paragraph 4 of Schedule 5.
PartD
DiPInterface
Accounting Integrity (A.1,376)
The criteria to be met by 14th January, 2000 are as follows:-
(0) during the period from 3rd October, 1999 until 14th January, 2000 the percentage of
Cash Accounts received by POCL across the TIP Interface containing Cash Account
Discrepancies shall not exceed 0.6 per cent. of all such Cash Accounts;
(ii) during the period from 3rd October, 1999 until 14th January, 2000 no Cash Account
Discrepancy shall arise as a result of a cause previously reported to POCL as having
been remedied; and
(iii) _ all new causes of Cash Account Discrepancies identified after the date of this
Agreement shall have been properly analysed by the Contractor and suitable
Tectification plans therefor submitted to POCL in reasonable detail within ten days of
the Contractor becoming aware of such Cash Account Discrepancy.
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Extract from Schedule G10
4.3.2. Service Targets
4.3.2.1. The Contractor shall answer at least 80% of all
calls to the Help Desk within twenty (twenty)
seconds and at least 99.9% of calls within
forty (40) seconds, during support hours,
including skeleton hours. .
4.3.2.2. The percentage of ‘calls not answered’ shall be
less than 1%. This includes calls where the
line is busy as well as calls answered but put
on the ‘waiting queue’. [R914]
4.3.2.3. The Contractor’s Horizon System Helpdesk
Service shall provide first, second and third
level Services as described in Schedule G01.
[R914]
4.3.2.4. The Contractor shall resolve at least 95% of
calls assigned to first level within five (5)
minutes. The Contractor will resolve 100% of
calls assigned to first level within ten (10)
minutes. [R914]
4.3.2.5. The Contractor shall resolve at least 95% of
calls assigned to second level within thirty
(30) minutes. The Contractor shall resolve
100% of calls assigned to second level within
forty-five (45) minutes. [R914]
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