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
ee BEFORE 41/8 MEETING © AFTER 11/8 MEETING
= = Taper “Soverlty I ‘Severlty I ...___, I Severity 1 Soverity 2 EC >
JA_Spec, .- Al: I Description iM(PWY) I. (ROCL) [Category =I: (PWY) II (POCL) [Category _I:!Remarks.
Dispute on severity. Mark Burley to respond to Pathway
TIP 342 [TIP data file delivery SLA breach Low Medium 10 Low Medium. 10__Iwhether closed by end 11/8
Monitoring continues in live environment.Dispute on severity.
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 Medium 10 Low Medium 10 business 12/8. If reconciliation is successful possibly ‘low’
Pathway to provde detalled analysis of root causes and fixes
ito 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 [electronic cash account High High 10 High High 10 to be revised to ‘medium’.
TIP done Business Impact. Pathway say fix to be
implemented 10/8. POCL to monitor In live environment.
IAIS contravention/Data Integrity on Pathway to re-issue Incident analysis by 11/8 and Mark Burley
TIP 378 {the cash account (TIP) Low Medium 10 Low Medium 10 lto expedite business Impact analysis.
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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
* 7 : Ty Severity I Severity I: Severity I Soverity a ?
IA-Spec ‘Al_I'Description’. I.’ \ ¢ (PWY) I (POCL): 'ICategory I (PWY)::I (POCL) [Category _ I Remarks an
Severity downgraded because:
* 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
ILoss of data integrity when changing
TIP. 410 [products from core to non-core None High 10 None Low Incident to be removed from this list
Severity downgraded because:
* Originally part of 376- POCL understands cause
+ ROQticatitergitimudpresented and agreed
+ RoichiGtatidix PAS 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 se
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I
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’
are 7 7 - ; Tap, Severity I Soverlty I. I Severlty I Severlty I... fh 7 J
IA_Spec ‘Al: I Description’) rk Os} (PWY) I: (POCL): [Category (PWY): I \(POCL) I ICategory. II Remarks —-* Sik I
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 shv
+ 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:
pitt \ ints of Cash * Rectification plan implemented via LT2
ifferences In reprints of Cas! .
IEPOSS 394 Account report & the original report_I _None_I Medium I _10 None_I None 5 No Ineldences sinco LT2
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 __I High/Med 10 None Medium 10 In dispute on severity and rectification.
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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!" AFTER11/8 MEETING .
; TE Severity] Severlty I — ‘Sovarity I Soverity Te
A: Spec Al_I:Description ! (PWY) __ I (POCL):.ICategory. I. (PWY) I (POCL) [Category I Remarks vt
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 sustain ‘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 Cralg 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
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
BEFORE 11/8 MEETING «II AFTER 11/8 MEETING _
. T. T] Severity] Severity I .- I Severity I Severity i 7
A-Spec - ~Al_I Description i}. (PWY)-_ I (POCL) 'ICategory (PwY) I (POCL)' [Category -:I Remarks -
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
IPOCL Infra 298 Iscreen freezes requiring re-boots. Low High 10 Low High 10 confirms 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 [System 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 [Printer failure integrity problems None High 10 None None S
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 ITP suppliers inadequate. None Medium 10 None 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 -
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
~ = ; Te 7 “Severty, I. Severity Severity] Soverlty amaraes
A_Spec Al_ IDescription APWY) (POCL). [Category -I..(PWY)_-I '(POCL) ICategory I Remarks
IPOCL to respond to Pathway by close of business 11/8. MinB-
Scanner reliability in relation to OBCS ito 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 I till outstandir
POCLInfra__I 384 ISequent failover ime None_I High 10__I_None_I Low ¥ ony buraiewissueseu cuseneng
Pathway rectification plan needs to be more quantitative
regarding resources and more detailed regarding actions to be}
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___ to develop Business impact
Page 6
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J may
Frew Qutb allan 21 e144
43 AUG 1999 - 86°
Summary of Overall Position
1. Position at end of last Acceptance workshop on 10 August (Recognised by ICL
Pathway). .
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)
ISI
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 7
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 23,
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
¢) 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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Severity from to Reason
Criterion
410 Loss of data High to low © Originally part of 376
integrity when © POCL understands cause
changing products © Rectification plan presented and
from core to non-core agreed
© ICL putin fix 10/8
© outstanding issue on
reconciliation covered by 376
411 Correspondence I High to Low/None © Originally part of 376
server not replicating,
properly in bulk
© 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 = Medium te-Low- contested, Sce Bob I © Rectification plan implemented
payments Booth Memo 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 reducedtotoweven-withthis
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
AI298
301 printer failure
resulting in data
integrity loss
High to closed
¢ Pathway Suggested that AI301
was a cause of A211
¢ As AI211 now low and no further
incidents of doubling up of
opening balance problem since
LT2 - nowclosed
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
ASpee 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 meet 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 —_—Allternatively it could be proposed
electronic cash account 16/8 but need 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 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 loss of _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
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Medium Priority Incidents
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A_Spec AL 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 evidence will be available by 13/8 experience on 13/8
account
Medium Priority Incidents continued
12/08/99 page 2
ASpee AI Description Severity Business Impact Status Actions
Security 368 Physical security of Medium Security grills not yet 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
on 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
~.
’
12/08/99 page 3
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