ICL Pathway Led SERVICE REVIEW - PERFORMANCE STATISTICS Refi CS/PER/ox3
Version: 2.
Date: 0599
Document Title: SERVICE REVIEW - PERFORMANCE STATISTICS
Document Type: SERVICE REVIEW - OCTOBER 1999
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1 to 31° October 1999.
Status: Definitive
Distribution: Richard Brunskill
Peter Burden
Stephen Muchow
Tony Oppenheim
Martin Riddell
Peter Robinson
Paul Westfield
ICL Pathway Library
Service Management Review Forum
ICL Pathway Management Team
ICL Pathway Suppliers (Part)
Author: Nicole Meredith, Management Support Analyst, Customer Service
Approval Authority: Stephen Muchow, Director Customer Service
Signature: Date: 05.11.99
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ICL Pathway Led SERVICE REVIEW - PERFORMANCE STATISTICS
CONTENTS
oO. DOCUMENT CONTROL
. INTRODUCTION
. MANAGEMENT SUMMARY
3 HORIZON VOLUMETRICS
4. SERVICE PERFORMANCE STATUS REPORT
5 CUSTOMER SERVICE OPERATIONS REPORT
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o DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version Date Reason
om 16.07.97 Initial Draft with limited circulation & issue for review
2 27.08.9 Draft for first Service Review and evaluation within the Service Management Review Forum
03 16.09.97 ‘Amended by Service Review Forum (August) input.
ov 10.10.97 ‘Amended by Service Review Forum (September) input.
05 1.1.97 ‘Amended to reflect SLAI profiles arising from Rel 1C implementation
0.6 17.12.97, Minor changes with introduction of Release 1C reports.
O7 19.01.98 BPS MIS Reports included
08 13.02.98 BPS MIS Reports deleted - issued via Electronic Route.
09 13.03.98 ‘Amended by Service Review Forum (January) input. Includes new Management Report (Section 2)
10. 14.04.08 ‘Amended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes.
2.0 15.12.98 Draft restructure of NR2 Service Review - Performance Statistics Book
2a 1.03.99 Restructure of NRa Service Review - Performance Statistics Book - as accepted by Service Review Forum.
22 17.06.99) ‘Amended to reflect Horizon contract changes made on 24" May 1999.
23 12.08.99 Brought into line with Performance Measures as set out in the revised contract
24 (08.09.99 Service Review Book for August performance
23 16.09.99 .d Service Review Book for August performance
2.6 0710.99 Service Review Book for September performance
27. 05.11.99) Service Review Book for October performance
0.2 ASSOCIATED DOCUMENTS
VersionI Date Title
On (02.07.97 I Business Performance SLA Listings
09 13.03.98 _I RiC Operations Report
10 01.03.99 _I ICL, Pathway Customer Service Monthly Incident Review
0.3 ABBREVIATIONS
EIS
HSHD,
Ms
Executive Information System SLA
Horizon System Helpdesk
Information Technology
Management Information System
Service Level Agreement
Service Level Agreement Monitor
To be Notified
Transaction Management System
SLAM
'TBN
TMs)
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Commented [MSOfficet]: Service Level Agreement _}
‘Commented [MSOffice2]: Management Information I
‘System
‘Commented [MSOffice3]: Management Information
System,
‘Commented [MSOffice5]: Executive Information
II System
Commented [MSOffice6]: Service Level Agreement _}
Commented [MSOffice7]: Horizon System Helpdesk _}
/ Commented IMSOffice8}: Service Level Agreement I
I/ (Monitor
I/ [commented {MSOffice9: Information Technology _}
I / [Commented [MSOffice10}: To be Notified a)
/ { Commented [MSOfficet1]: Management Information
System
A ‘Commented [MSOffice4]: Service Level Agreement}
‘Commented [MSOffice12}: Transaction Management
System
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MAT Minimum Acceptable Threshold TRT Termination Review Threshold
POCL __ Post Office Counters Limited
0.4 GLOSSARY
For ease of use the glossary of terms used in this review book are classified by the main reporting groups against which they
appear:
@ HELPDESK SERVICES
POCL(Non-Serv): __All calls placed with Horizon System Helpdesk that embrace non- System Service calls (currently
equates to Advice & Guidance, Operations, Implementation, Reconciliation, Security and Other).
Advice & Guidance Calls requiring general advice.
Operations Calls diagnosed as relating to the operating environment.
Implementation Calls for site preparation and installation.
Reconciliation Calls requiring reconciliation of a particular part of the system.
Security Calls relating to security breaches or for the requirement of one shot passwords.
Other Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
verification calls,
POCL (Serv): All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates
to Hardware, Software and Network).
H/W: Calls diagnosed as relating to a system hardware fault.
N/W: Calls diagnosed as relating to a system network fault.
s/w: Calls diagnosed as relating to a system or application software fault.
@ CALL TO RESOLUTION
‘N’ Priority: Logged calls that reflect a fault which has ‘resulted in substantial impact on all automated counter
positions in the outlet’.
‘B’ Priority: Logged calls that reflect a fault which has ‘resulted in substantial impact on an automated counter
position, but not all automated counter positions in the outlet’.
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‘Threshold
*Y Commented [MSOffice14}: Termination Review
Threshold
‘Commented [MSOffice15]: Post Office Counters I
Limited
_—-I Commented [MSOffice16]: Post Office Counters
Limited
__-~I Commented [MSOffice17]: Post Office Counters
Limited
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@ OPERATIONAL SYSTEMS
Cumulative: Service level achievement, as a percentage, of the total actual time operational system has been
available to deliver service.
Discrete: Service level achievement, as a percentage, of the total actual time loss in discrete values of 15 minutes.
When active will result in a percentage value of 0% and be declared as a discrete number representing
the ‘blocks’ of 15 minute time intervals occurring during relevant system failure.
05, CHANGES IN THIS VERSION
3.2 - This chart now shows the ratio of calls per Outlet, as well as call volumes.
¢ 4.1-An amendment has been made to September's figure for Level 1 calls resolved within 5 minutes.
* 43~-Anamendment has been made to September's figure for Reference Data File Delivery by days B and C.
«Performance is now reported to one decimal place.
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1.2
13
INTRODUCTION
APPROACH
This document contains those reports and information necessary for the Service Management Forum to review delivery of the
contract by ICL Pathway.
The issue of this document is now definitive and is to be used commencing March 1999.
INTERPRETATION
Data interpretation, beyond report label classification, can be further qualified by use of the Service Review Guide.
REVIEW BOOK CONSTRUCTION
This book is sectioned by key areas against which Service Management Reviews are be conducted. Where necessary
supplementary information will be provided to support the service performance status reports.
@ Management Summary
@ = Horizon Volumetrics
@ Service Performance Status Report
© Customer Service Operations Report
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2. MANAGEMENT SUMMARY
GENERAL
Programme Status Operational Counters
31* October 1999 3558
Comments
There was a significant increase in the volume of calls logged by Live Outlets during October.
This increase is in part due to the rollout of new Offices, but the ratio of calls per Outlet has also
increased. The largest category of logged calls was Advice and Guidance, as this accounted for
56% of calls.
The main contributory factors to the increased volume of A&G calls are as follows: -
« As expected, there was an increase in the number of cash account procedural calls, due to the
rollout of new Offices and the unfamiliarity with the system.
On 1 October, there was a Reference Data problem which affected ‘Rem in / Rem out' and
‘Transfers’. This generated at least 640 A&G calls,
¢ Towards the end of the month, there was a revaluation of stamps, and this caused additional
enquiry calls to be logged.
The increased volume of calls due to the Reference Data problem and the revaluation of stamps,
compounded by the failure of Powerhelp for 2hrs on 27"" October, impacted upon the call
answering SLAs for the month.
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3 HORIZON VOLUMETRICS
341 Operational Outlet & Counter Volumes 9
3.2. Horizon System Helpdesk - Call Volumes 10
3.3 Horizon System Helpdesk - Service Call Profiles n
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31 OPERATIONAL OUTLET & COUNTER VOLUMES
[m Live Outlets
m Live Counters
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22.7
3.2, HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
TOTAL CUSTOMERI
CALLS (October)
lm Service
Calls
MMM Non-Service
Calls per Outlet
I
I
I
I
I
I
Nov-98 Dec-98 Jan-99 Feb-99 Mar-99 Apr-99 May-99 Jun-99 JulL99 Aug-99 Sep-99 Oct
260 S47, 1347,
203 897 1743,
411 455 458 333 463 1444 3090 I 3038 I 2585 I 2377 I 5102 I 12829
204 204 204 204 203 202 299 299 323 321 749 1596
2.0 2.2 2.2 16 23 7A 10.3 10.2 8.0 74 68 8.0
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33 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
7500
7000
6500
6000
so m Software
5000 Hardware
4500 BNetwork
4 a0 mARG
$ ‘a Operations
2 ‘= Implementation
3000 ‘Reconciliation
2500 m Security
2000 Other
1500
4000
500
0
May-99 Jul-99 Aug-99
Month
May 99 [_Jun98_ I ot98 [Ang [Sep-99 [oct 95
Sofware 333 7164 1477 7064 7198 eas
Hardware 430 375 710 728 75 re
Network 84 33 2 40) Ed 72
ARG Bie 378 se 787 7996 Ti95
Operations I a8 202 719 350 639 Tae
Tmplementation I 73 3 Tt 32 8 @
Reconciliation I _57 37 28 2 a7 5
‘Security 0 0 2 30) 71 4a
‘ther 307 2B 167 289 39 aT
Total Calls I 3080 3038 2537 2399 302 72625
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4 SERVICE PERFORMANCE STATUS
4a
42
43
44
45
4.6
47
48
5.0
Helpdesk Services
System Service
Data Services
Transaction Services
Training Services
Implementation & Roll Out
LFS Services (with effect from CSR+)
Supporting Comments
Customer Service Operations Report
20
23
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4.1. HELPDESK SERVICES
ad HELPDESK SERVICES WAT] TRT Comment
Tel 7 ]271>1“1°1°1’ 1° 1° 17%
Horizon Helpdesk
Calls answered within 20s 20% I N/A I IThe telephone answering SLAs were not achieved due to
increased call volumes as a resut of the Reference data
problem and the revaluation of stamps enquiries. This was
Jaiso. compounded by the failure of Powerhelp,
Calls answered within 40s 99.9% I NWA I I]As above.
Calls abandoned through ring off 99% I WA I }]As above,
Calls Engaged 99% I NWA I I]Awaiting data
Level 1 Calls resolved within 5 mins 95% I WA
Level 1 Calls resolved within 10 mins. 100% I N/A I I]6 calls (out of a total of 4353 Level 1 calls), were resolved
in more than 10 mins and this prevented an achievement
Jof 100% being reached.
Level 2 Calls resolved within 30 mins. 95% I WA
Level 2 Calls resolved within 45 mins 100% I NWA I Jp calls (out of a total of 1483), were resolved in more than
[45 mins and this prevented an achievement of 100% being
reached.
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4.2 SYSTEM SERVICE
iad ‘SYSTEM SERVICE WAT] TRT Comment
77] ]2]1°]41°>1°1.' 1° 1° 1%
Call to Resolution (Local)
Hardware/Network Priority A - 4 hours Non-Remedial 95% I NA I]]1 call (out of a total of 8 calls), was resolved in-
Jbetween hrs and 6hrs, and this prevented the
ISLA trom being achieved,
Hardware/Network Priority B - 8 hours Non-Remedial 95% I N/A I]]11 calls (out of a total of 368 calls), were resolved
in-between 8 hrs and 10hrs, and this prevented the
ISLA from being achieved,
Hardware/Network Priority A - 6 hours Remedial 100% I NA I]]1 call (out of a total of 8 calls), filed to be resolvedI
Jwithin 6 hrs, and this prevented the SLA from
Joeing achieved
Hardware/Network Priority B - 10 hours Remedial 100% I NA I]]39 calls (out of a total of 368 calls), failed to be
resolved within10 hrs, and as a resut, this SLA
Jwas not achieved.
Call to Resolution (Intermediate)
LLL. it [NAINAIINAINAINA] I Hardware/Ntetwork Priority A - 6 hours Non-Remedial 95% I NA
LLL LI [NAINAINATINATINA] I Hardwareitetwork Priorty B - 10 hours Non-Remedial 95% I NIA
L_L_L_L_1 [AINAIVATINATINA I Hardware/Ntetwork Priorty A - 9 hours Remedial 100% I NIA
L_L_.L_ 1.1 [AINAIINATINATINAT I Hardwareiletwork Prioty 8 - 15 hours Remedial 100% I NA
Call to Resolution (Remote)
LLL. I [NAIINAIINAINA INA] I Hardware/tetwork Prioty A - 8 hours Non-Remedial 95% I NIA
LLL [AINAINATINATINA] I Hardwareitetwork Priority B - 12 hours Non-Remedial 95% I NA
L_L_L_._ I [RAINALINATINATINA] I Hardware/tetwork Remote Priorty A- 12 hours Remedial I] 100% I N/A
Hardware/Network Remote Priority B - 24 hours Remedial I] 100% I N/A
[NANA [NA [NA [NA]
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4.3 DATA SERVICES
TTP? [ [27 Te [4 F[F[7[FlTe[@
APS Reference Data
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4.4 TRANSACTION SERVICES
11999 ‘TRANSACTION SERVICES: ‘MAT I TRT ‘Comment
SE A
(SSS I com 2200 I 2550
I I reco nase I rae
ars
[EIT I 625 Poyrmeris- No tokens handed backto cusomer I I 19.96 I 20.46
TERETE] I cosh Payments - Tokens handed back to customer 21.82 I 2202
EE I 62s Poymeris- Using Smart Card or Key 26.56 I 27.06
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Date opagg
TRAINING SERVICES
1999 TRAINING SERVICES MAT I TRT Comment
nTe Ti Tz[s [4 [Ts [ef 7fT ete fe
a PET I 121929 601130 Avaiabiny 100% I Wa
a a I I __ 100.0 oon I WA
a PE I 12119 couse cusity esx I MA
LL PE I 1219 60150 carcotaion eax I WA
a a TES I 12175 C0110 competence Levels 95% I WA
[ TT ELI) I 112815 course Timetness Lie Delvery I I t00% I wa
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IMPLEMENTATION & ROLL OUT
1999 IMPLEMENTATION SERVICES MAT I TRT ‘Comment
nTe Ti Tz[s [4 [Ts [ef 7fT ete fe
LL I) I 882 22-29 - cua: compiance 25% I wa I Iawating data
Lolo PR) I 88° Vot2t0n - cunity Complnce 25% I wa I [awaiting data
LI PR) I 8% ¥ 22x00 - Repairs compteness 26% I wa I I[awating data
LL I 8% st2tet0n - ity compliance 25% I wa I Iawating data
LL PR) I 8% 121200 Repairs Tietiness 20% I wa I Iawating data
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4.6 LFS SERVICES (WITH EFFECT FROM CSR+)
F998 LF Service (CSR*) MAT I TRT Comment
7T@lL 21° 1° 1 LL Tl
‘Outlet to SAPADS Data Transfer
LL LI [Eg I Contirmation of Pouch Received at Outlet - Day A 90% I wa
LL LI Tag I Contirmation of Pouch Received at Outlet - Day B 100% I 98%
LL LI Tg I Datas ot sapaDs Pouch Collected from Outlet - Day A 90% I wa
L_L_1 L_I [ig I Details of SAPADS Pouch Collected from Outlet - Day B 100% I 98%
LL! LI [iy I Pally cash on Hand Details - Day A 90% I 95%
LL LI Tila] I Weekty stamps stock on Hand Detais - 22:00 on Day C 90% I wa
LL I LI [ig I Westy stamps / Stock on Hand Details - 23:59 on Day C 100% I 98%
LoL LI [EG] I Weekty ventory tems Detais - 22:00 on Day C 90% I WA
LL LI [gy I Weekly inventory items Details - 23:59 on Day C 100% I 98%
‘SAPADS to Outlets Data Transfer
LL LI Tia] I Celery of SAPADS Planned Orders to Outlets - Day A 96% I wa
LL! LI [Ey I Celvery of SAPADS Planned Orders to Outlets - Day B 100% I 96%
LL I LI Tig I eiveny of SAPADS Advice Notes to Outlets -08:00.0n Day I I 98.5% I WA
LL LI Tg I Delvery of SAPADS Advice Notes to Outlets -12:00.0nDayc }} NA I 96%
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4.8 SUPPORTING COMMENTS
-cti Performance Me:
4a HSHD - Calls answered within 20 seconds
re
HSHD - Calls answered within 40 seconds
HSHD - Calls abandoned through ring off
4.2 Hardware / Network Priority A - 4hrs non-
Comment
Performance Summary
The actual achievement of calls answered within 20
seconds was 74.5% in October, therefore the Minimum
Acceptable Threshold was not met.
Similarly, the calls answered within 40 seconds did not
meet the required level, as the actual performance was
79-7%.
The percentage of abandoned calls increased in
October, and consequently the MAT was not achieved,
as the actual performance was 85.6%.
Cause
These SLAs were not achieved due to the increased
volume of calls received as a result of the Reference
Data problem, and also due to the failure of Powerhelp
at the end of the month,
The failure of Powerhelp for 2hrs on 27/10/99, meant
that manual procedures were invoked to log calls
during this time. Once Powerhelp became available
again, it took shr 5omins to input the calls which had
been logged manually.
Action
Powerhelp failover procedures are being reviewed.
Performance Summary
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remedial
Hardware / Network Priority A - 6hrs remedial
4.2 Hardware / Network Priority B - 8hrs non-
remedial
Hardware / Network Priority B - 1ohrs remedial
The required level of priority A calls resolved within
4hrs and 6hrs was not achieved in the month of
October, as the results were 75.0% and 87.5%
respectively.
Cause
These SLAs were not achieved because one call was
resolved in more than ghrs and another call was
resolved in more than 6hrs.
The low volumes of such calls cause the percentage of
failure to appear significant.
Action
None
Performance Summary
The achievement of priority B calls resolved within
8hrs and 1ohrs did not meet the MAT in October, as
the results were 86.4% and 89.4% respectively.
Although this is an improvement on September, the
required level was still not met.
Cause
At the beginning of the month, some calls were being
held at 1 and 2"! line support for too long, and this
caused the SLA targets to be missed.
Action
Procedures were re-inforced at the HSHD in the
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middle of October, and tighter control is being applied.
There has been a marked improvement in the
achievement of these SLAs as the month has
progressed.
43
APS File Delivery - Day B
APS File Delivery ~ Day D
Performance Summary
The achievement for APS file delivery (by Day B and
Day D) was 96.3% and 99.0% respectively, therefore
they did not quite meet the MAT.
Cause
These SLAs were not achieved in October due to the
high number of non-polled Outlets (particularly on
Mondays), There have been some genuine failures
including the loss of ISDN, but there is still a problem
with counters being powered off at weekends.
Action
ICL Pathway are to carry out further investigation into
the causes of non-polled offices.
43
OBCS File Delivery - Day D
Performance Summary
The achievement for OBCS file delivery (by Day D) was
99.3%, therefore it did not quite meet the MAT.
Cause
These SLAs were not achieved in October due to the
high number of non-polled Outlets (particularly on
Mondays). There have been some genuine failures
including the loss of ISDN, but there is still a problem
with counters being powered off at weekends.
Action
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ICL Pathway are to carry out further investigation into
the causes of non-polled offices.
CUSTOMER SERVICE OPERATIONS REPORT
5.1 _ Open Calls / Work In Progress
PinICL Number D I Problem Management Calls - Description I Last Next Status Problem
a Update I Update Manager
t
e
R
a
is
e
d
PCoo19130 o I PM- PO unable to read shiny Barcodes. o4/n I 10/0 WIP Audrey Adams
3)
h
2
/
9
8
PC0026385 o I PM - NBSC-HSH Interface and Responsibilities I 20/10 29/10 Complete I Dave Fletcher
3)
i}
°
6
/
9
9
PC0026497 © I PM- Incorrect Outlet Details 20/10 I 29/0 I WIP Dave Fletcher
8
/
°
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/
9
9
PCoo27i45 2 I PM - Outlets not polling information 28/10 I s/n Complete I Richard Brunskill
4
/
°
6
/
9
9
PCo0027324 3 I PM - Receipts and Payments don't equal 28/10 I s/n Monitor _I Richard Branskill
°
/
°
6
if
9
9
PC0027567 © I PM- HSH calling the customer back 200 I 290 ‘I WIP Dave Fletcher
9
i
°
7
/
9
9
PC0027743 15 I PM - No Entry signs appear on Desktop 28/10 I s/n Monitor I Richard Brunskill
i]
°
7
/
9
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PCoo29145 © I PM - Excessively High ISDN charges 29h0 I 5/a WIP Mike Woolgar
a
°
9
i)
9
9
PCo030448 3, I PM- Reference Data not delivered on time 180 I 22h0 ‘I WIP Tony Wicks
°
/
°
9
/
9
9
PC0030464 3, I BCM — Major Business Continuity Incident 18/0 I 22/0 ‘I WIP Tony Wicks
°
/
°
9
y]
9
9
PCoo31084 11 I PM - Release of Reference Data 29/10 I s/n WIP David Wilcox
A
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9
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PCo0031973 2 I PM- PM'‘scalls reversals and cheque listing ogi I 10/n ‘I WIP Julie Welsh
5
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PCo032027 2 I PM - PM's unable to scan SWALEC bills oq/u I 10/u ‘I WIP Julie Welsh
5
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PCo032106 2 I PM - system Instability (A298) 26/10 I 29/10 I WIP Richard Brunskill
6
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PC0032138 2 I PM - High Volume of Euro Revaluation Callsto [28/io I 9/11 WIP Audrey Adams
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9
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PC0032642 © I PM- Energis Switch Failure o2/ I oft OPEN Mike Woolgar
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9
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PC0032699 © I PM - Cash Account Line go15 A/C Sense 03/ I 10/u ‘I OPEN John Wright
3
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Version: 2.7
Date: 051.99
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