ICL Pathway Ltd
SERVICE REVIEW - PERFORMANCE STATISTICS
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Date:
CS/PER/ 01,
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SERVICE REVIEW - PERFORMANCE STATISTICS
SERVICE REVIEW - MAY 2000
This document contains a summary of the Monthly Service Performance Statistics for the Period
1* to 30" April 2000
Definitive
Service Management Review Forum
ICL Pathway Management Team
ICL Pathway Customer Service Management Team
Richard Brunskill
Dave Fletcher
Peter Robinson
ICL Pathway Library
Jez Murray, Information Analyst, Customer Service
Stephen Muchow, Director Customer Service
Date: 15.05.00
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CONTENTS
DOCUMENT CONTROL ..
INTRODUCTION
1.1 APPROACH.
1.2 INTERPRETATION...
1.3 REVIEW BOOK CONSTRUCTION..
MANAGEMENT SUMMARY
HORIZON VOLUMETRICS
3. OPERATIONAL OUTLET & COUNTER VOLUMES
3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES...
3.3 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES. .
SERVICE PERFORMANCE STATUS.
4.1 HELPDESK SERVICES.....
4.2 SYSTEM SERVICE...
4.3 DATA SERVICES...
4.4 TRANSACTION SERVICES
4.5 TRAINING SERVICE!
4.6 IMPLEMENTATION & ROLL OUT ..
4:7 LFS SERVICES (WITH EFFECT FROM CSRy)...
4.8 BUSINESS INCIDENT MANAGEMENT...
4.9 SUPPORTING COMMENTS...
CUSTOMER SERVICE OPERATIONS REPORT...
5.1 Cross Domain Problems - Open Calls / Work In Progres:
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o DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version I Date Reason
oa 16.079 Initial Draft with limited circulation & issue for review
02 27.08.97 __I Draft for first Service Review and evaluation within the Service Management Review Forum
03 16.09.97 I Amended by Service Review Forum (August) input.
0-4 10.10.97 ‘Amended by Service Review Forum (September) input.
05 u.iL97 ‘Amended to reflect SLA profiles arising from Rel 1C implementation (Commented [MSOfficeTI Service Level Agreement)
06 172.97 Minor changes with introduction of Release 1C reports.
o7 19.01.98 BPS MIS Reports included ‘Commented [MSOffice2]: Management Information
8 13.02.98 BPS MIS Reports deleted - issued via Electronic Route. System
09 13.03.98 ‘Amended by Service Review Forum (january) input. Includes new Management Report (Section 2) maT ;
rr 14.04.98 ‘Amended by Service Review Forum (February) input. Includes Actual v's Predicted Volumes. (a t Te aE
2.0 15.12.98 Draft restructure of NR2 Service Review - Performance Statistics Book
2a 1.03.99 Restructure of NR2 Service Review ~ Performance Statistics Book - as accepted by Service Review Forum.
22 17.06.99 I Amended to reflect Horizon contract changes made on 24” May 1999.
23 12.08.99 I Brought into line with Performance Measures as set out in the revised contract
24 (08.09.99 _I Service Review Book for August performance
2 16.09.99 I Revised Service Review Book for August performance
2.6 (07.10.99 I Service Review Book for September performance
27 05.11.99 Service Review Book for October performance
28 (07.12.99 ___I Service Review Book for November performance
29 10.01.00 Service Review Book for December performance
30 (07.02.00 I Service Review Book for January performance
3a (07.03.00 I Service Review Book for February performance
32 14.03.00 Revised Service Review Book for February performance
2: 20.03.00 I Revised Service Review Book for February performance
34a (07.04.00 I Service Review Book for March performance - data only
34.2 14.04.00 I Service Review Book for March performance - data and analysis
354 (08.05.00 I Service Review Book for April performance ~ data only
352 15.05.00 Service Review Book for April performance ~ data and analysis
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0.2, ASSOCIATED DOCUMENTS
VersionI Date Title
Ou 02.07.97 I Business Performance SLA Listin; (Commented [MSOfficed]: Service Level Agreement I
0.9 13.03.98 _I RiC Operations Report
Lo 01.03.99 _I ICL Pathway Customer Service Monthly Incident Review
0.3, ABBREVIATIONS
EIS Executive Information System POCL Post Office Counters Limited Commented [MSOffice5}: Executive Information
HSH Horizon System Helpdesk SLA Service Level Agreement System
IT Information Technology SLAM Service Level Agreement Monitor ‘ ‘Commented [MSOffice6]: Post Office Counters
MIS Management Information System TBN To be Notified \\\ Bae
MAT Minimum Acceptable Threshold TRT Termination Review Threshold \ [Commented [MSOffice7]: Horizon System Helpdesk I
I [Commented (MSOffice8]: Service Level Agreement)
[Commented [MSOffice9]: Information Technology _
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 ES [MSOffice10}: Service Level Agreement
appear: ae
Commented [MSOffice11]: Management Information
© HELPDESK SERVICES —
[Commented [MSOffice12}: To be Notified )
POCL (Non-Serv): _ All calls placed with Horizon System Helpdesk that embrace non- System Service calls (currently Commented [MSOffice13]: Minimum Acceptable
equates to Advice & Guidance, Operations, Implementation, Reconciliation, Security and Other). Mieesbokl
Advice & Guidance _ Calls requiring general advice. Commented [MSOffice14]: Termination Review
Operations Calls diagnosed as relating to the operating environment. piveshold
Implementation Calls for site preparation and installation. Gani Se areca
Cash Account Calls requiring general advice on all aspects of Cash Account reconciliation =
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.
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Datel” 3.0300
POCL (Serv): All calls placed with Horizon System Helpdesk that embrace System Service calls (currently equates ea IMSOffice16}: Post Office Counters:
to Hardware, Network and Software). Liseated
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
‘A’ 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’.
0.5 CHANGES IN THIS VERSION
«TPS Data File Delivery data includes all April 2000 dates after Day A, rather than cutting off at the 7"
« Graph 3.2 has been amended to use a logarithmic scale to in order to indicate Calls Per Outlet
Section 4.9 has been completed
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1 INTRODUCTION
11 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.
1.2 INTERPRETATION
Data interpretation, beyond report label classification, can be further qualified by use of the Service Review Guide.
1.3 REVIEW BOOK CONSTRUCTION
This book is sectioned by key areas against which Service Management Reviews are to 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
Programme Status Live Outlets Operational Counters
Comments
This version contains data and analysis in section 4.9.
The Data Services, TPS Data File Delivery data is updated to include all April 2000 dates after Day A, rather
than cutting off at the 7",
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3 HORIZON VOLUMETRICS
34 Operational Outlet & Counter Volumes 09
3.2 Horizon System Helpdesk - Call Volumes 10
3.3 Horizon System Helpdesk - Service Call Profiles n
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3.1 OPERATIONAL OUTLET & COUNTER VOLUMES
EES Actual Live Outlets
EEE Actual Live Counters
- Forecast Live Outlets
- Forecast Live Counters
Juk99 —Aug-99 -—Sep-99 Oct-99 Nov-99-—Dec-99 © Jan-00 © Feb-00 = Mar-00 © Apr-00 = May-00- Jun-00JuhOO
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Date:
3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
100000
TE Service
ME Non-Service
— Total Customer Calls
— Live Outlets
= Calls per Outlet
10000
1000
100000
10000
1000
6
100 100
10 10
1 1
May-99 Jun-99-Wu99—=«AUug-89-Sep-99 Oct-99 Nov-9 —Dec-99 —Jan-00-—Feb-00 — Mar-00 —Apr-00
May-99 I Jun09 I JurS9 I Aug-9 I Sep-09 I Octo I Nov-99 I Dec-99 I Jan-00 I Feb-00 I Mar-00 I Apro0
Service wa47_I_1592_I 1609 I 1228 I 1422 I 2352 I 2664 I 2046 I 2425 I 3131 I 5901 I /373
Non-Service 1743 1446 928 1171 3680 10477 9567, 5510 4592 10766 17954 19573
Total Customer Calls} 3090 3038 2537, 2399 5102 12829 12231 7556 7017, 13897 23855 26946
Live Outlets 299 299 323 321 749 1596 1859 1858 2000 3136 4566 5698
Calls per Outlet 10.3 10.2 79 TS 68 8.0 6.6 41 3.5 44 5.2 47
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3-3 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES
12000
11000 -—fm Softw are
0000 I_Im Hardware
1B Netw ork
9000 Aa
8000 J—]15 Operations
1B inplementationI
2 I Reconciliation
S000 I —1m Security
3 5000 I _IDother
4000
3000
2000
1000 4
°
May-99 —in-99-—ULOD-—=—«AUg-99 © Sep-99 Oct-99 Nev-99 —Dec-99 —Jar-00—Feb-00—Mar-00—Apr-00
Month
May20 I Jun80 I vub0o I Aug60 I Sep89 I Oct09 I Nov-80 I Decoo I Jan00 I FebO0 I Mar00 I Apr0o
SowarenI 833 I 116s I 1477 _I toca I 1198 I 143 I 1801 I 1500 I 2022 I 2438 I «40s I 5700
Hardware I _430_I 375 110 124 195 I _437, oa 463 I 368 I 620 I 1280 I 1409
Network @ 53 2 40 29 72 29 7 45 64 126 178
A&G aie] 970_I 591 aei_I 1996 I 7193 I 7095 I 4000 I 3044 I 6106 I 10908 I 10961
Operations I 494 202 wa] _330_I 639 I 136 I a70 I 425 I 545 I 2002 I 677 I 4222
Implementation] 73 5 1 52 68 82 30 2 17 124 128 904
Reconeliation I 57 37 28 29 a7 65 19 6 7 34 2A 28
‘Security 0 0 12 30 a a4 45 46 5 85 135 756
‘ther 301 223 ver_I 249 I 919 I 1777 I 1508 I 1012 I 014 I 2025 I 3126 I 3002
Total calls I 3090] 3038] 2537 I 2599 I sto2 I 12029 I 122m I 7556 I 7ot7 I 10097 I 20055 I 2046
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4 SERVICE PERFORMANCE STATUS
4a
42
43
44
45
4.6
47
48
49
Helpdesk Services
System Service
Data Services
Transaction Services
Training Services
Implementation & Roll Out
LFS Services (with effect from CSR+)
Business Incident Management
Supporting Comments
20
2
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4.1 HELPDESK SERVICES
Tay-99 [aun 59] Jur89 [Aug-96 [Sep G9] Oct-99 I Nov-99 [ Deo 90 I Jan-00 [Feb 00] Mar-00[Apr-00)
Horizon Helpdesk
a
I (Gale Siento trsgh ergot cow I wa {see sectona9
I Tr vy ans ame go I Wa lose cocina
I
—_—_—_—_————ee SS
a I I i I i [ Lu } Cash Accourt: call scripts correctly followed by HSH 95% I NA IPoCLto supply
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4.2, SYSTEM SERVICE
‘SYSTEM SERVICE WAT I RT I Comment
Tay 95 [Jur-50] Jur99 [Aug-59 [Sep G5] Oct 59] Nov G9 [ Dec-06 I Jan-00 [Feb-00] Nar00 I Apro0
Gall to Resolution (Local)
HardwareiNetwork Prionty A - 4 hours Non-Remedial 95% I NA ISee Section 4.9
Hardware/Network Priority B - 8 hours Non-Remedial 95% I NA Isee Section 4.9
Hardware/Network Prionty A - 6 hours Remedial 100% I NA ISee Section 4.9
Hardware/Network Priorty B - 10 hours Remedial 100% I NA ISee Section 4.9
Call to Resolution (Intermediate)
[AINATINAD WAT ENAT NAD ENAD[ENAD[INARTENAD[NIAGI Hardware/Network Priority A - 6 hous Non-Remedial 95% I WA
[NAINA NATINATNAT NAD ONADIEWADIINATIENATENVAT) HardwaremNetwork Priority B - 10 hours Non-Remedial 95% I NA
[AAAI NAD NADI ENADIENADIENATIONADIENAT) HardwaremNetwork Priority A -9 hours Remedial 100% I NA
[AINAU NAD INATNATENADENADIENAD[INATIENATIENAGI Hardware/Network Priority 8 - 15 hours Remedial 100% I NWA
Call to Resolution (Remote)
[NANA [NA [WANA I NA [NA [NWA [NA Hardware/Network Priority A - 8 hours Non-Remedial 95% I NA
[NANA [NANA [NA I NA [NA I NA I NA Hardware/Network Priority B - 12 hours Non-Remedial 95% I NWA Isee Section 4.9
[NA [NA [NA [NA [NA I NA [NA I NA [NA Hardware/Network Remote Priorty A- 12 hours Remedial I 100% I N/A
LWA LNA [NA WANA [NA [WA [WA [WA HardwareiNetwork Remote Priority 8 -24 hours Remedial I 100% I NIA ISee Section 4.9
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4.3 DATA SERVICES
DATA SERVICES WAT I TRT [Comment
Way 89 [sun 50] Tu-9S [Aug-09 [Sep- D8] Oct 9] Nov-09 [Dee-99] Jan 00 [Feb O0I Mar-00] AprO0
RDMC Reference Data
9872 9.44 9943 99.30 99.46 99.26 98.37 JE! 97% I NIA
a I
99.5 99.7 99:79 99.62 Data Delivery - Day C 99% I WA Isee Section 4.9
99.6 99.8 Data Delivery - Day D 100% I WA Isee Section 4.9
APS Reference Data
TEEN MTETETAT I Data Delivery - Days 97% I NA
99.8 99.3 100.0 99.9 99.51 99.71 Data Delivery - Day © 99% I WA [see Section 4.9
100.0 100.0 99.9) Data Delivery - Day D 100% I WA Isee Section 4.9
APS Data
99.1 97.0 98.5 98.94 98.86) Fie Delivery - Day 8 97% I WA Ise0 Section 4.9
98.6 99.1 99.6 CEs) File Delivery - DayC 99% NA
99.5 File Delivery - Day D 100% I 98% Isee section 4.9
TPS data
KANT Fie Deiivery- Day 8 97% I NA
99.6 99.7 99.9 99.8 99,90 99.61 99.20 ae 99% I NA
99.9 99.9 100.0 99.9 99.98 Fite Delivery - Day D 100% I 98% Isee Section 4.9
OBCS Data
99.8 100.0 99.9 99.8 99.87 99.83 99.69 ROR EN EET) 97% I NA
99.9 100.0 99.9 99.9 99.95 99.90 99.79 Meee net el 99% I NA
99.9 100.0 100.0 99.9 99.96 I OBCS Stop List - Day D 100% I 98% [See Section 4.9
967 986 988 97.60 File Delivery - Day 8 97% I WA Isee Section 4.9
98.9 99.6 99.7 99.49 99.70 99.64 99.26 MES 90% I NA
99.8 File Delivery - Day D 100% I 98% ISee Section 4.9
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4.4 TRANSACTION SERVICES
TRANSACTION SERVICES WAT I RT I Comment
Tay 95 [Jur-50] Jur99 [Aug-59 [Sep G5] Oct 59] Nov G9 [ Dec-06 I Jan-00 [Feb-00] Nar00 I Apro0
‘OBCS
I I I I [ I [ I Issues (local) 39.00 I 39.50
a LT I TT [ Issues (foreign) 4250 I 43.00
a I TT [ TT I Encashment (local) 26.94 I 27.44
I I I I il I I I it Encashment (foreign) 28.10 I 28.60
APS
I I I I I I I I it ‘Cash Payments - No tokens handed back to customer 19.96 I 20.46
I I I I I I I I I ‘Cash Payments - Tokens handed back to customer 21.52 I 22.02
L_L_I LI I Lo I Cash Payments - Using Smart Card or Key 26.56 I 27.06
EPOSS
[TT [TT I [TT I EPOsS 30.00 I 30.50
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4.5 TRAINING SERVICES
TRAINING SERVICES WAT I TRT ‘Comment
May-99 [Jun-99] Jul-99 [Aug-99 [Sep-99] Oct-99 ] Nov-99 I Dec-99 I Jan-00 [Feb-00] Mar-00 I Apr-00
100.0 100.0 100.0 Training Course Availabilty 100% I NA
Training Venue Quality 25% I NIA
‘Training Course Quality 95% I NIA
Training Course Cancellation 98% I WA
Training Course Competence Levels, 95% I NA
Training Course Timeliness Live Delivery 100% I WA
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4.6 IMPLEMENTATION & ROLL OUT
TWPLEMENTATION SERVICES WAT I TRT [Comment
Way 89 [sun 50] Tu-9S [Aug-09 [Sep- D8] Oct 9] Nov-09 [Dee-99] Jan 00 [Feb O0I Mar-00] AprO0
a I [_T 1 Site Survey - Quality Compliance 85% I WA Ise0 Section a.9
es I I I a Site Modification - Quality Compliance 85% I NA
re [ [_T_T ‘Site Modification - Repairs Completeness 96% I WA
ee I [TTT Ste instalation - Qualty Compliance ase I NIA
TT I Ltt Site Instalation - Repairs Timeliness 9am I NA
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4.7. LFS SERVICES (WITH EFFECT FROM CSR+)
ILF Service (CSR*) WAT] TRT I Comment
May 99 [Jan 99] Ju59 [Aug-99 [Sep-95] Oot 99 I Nov-69 [ De058] Jan-00 [Feb-00] War-00 I Aproo
Outlet to SAPADS Data Transfer
I I I I I I I I I I Confirmation of Pouch Received at Outlet - Day A. 98% I N/A
T_T a I L_l I Confirmation of Pouch Received at Outlet - Day 8 100% I 98%
I I I I il I I i I I I Details of SAPADS Pouch Collected from Outlet - Day A 98% I N/A
I I I I I I I [ I I [ Details of SAPADS Pouch Collected from Outlet -Day8 I 100% I 98%
I I I I il I I i I L I Daily Cash on Hand Details - Day A 98% I 95%
CTI a I I i LI I Weekly Stamps / Stock on Hand Details -22:00.0n Dayc I 98% I NA
I I I I I I I i I I I Weekly Stamps / Stock on Hand Details - 23:59 on DayC I 100% I 98%
ae L_t_I I I L_l L Weekly inventory Items Details - 22:00 on Day oom I WA
I I [ I I [ [ [ I [ Weekly Inventory Items Details - 23:59 on Day C 100% I 98%
SAPADS to Outlets Data Transfer
I I I i il I I [ I I Delivery of SAPADS Planned Orders to Outlets - Day A 96% I NA
ae a I I Ll I Delivery of SAPADS Planned Orders to Outlets -Day& I 100% I 96%
LL] I I L_] I Delivery of SAPADS Advice Notes to Outlets -08:000n I 98.5% I NA
Day C
Delivery of SAPADS Advice Notes to Outlets - 12:000n I NA I 96%
Day c
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4.8 BUSINESS INCIDENT MANAGEMEN
[Business Incident Management
Way 99 [sun 50] su-99 [Aug-09 Sep- 96] Oot 9] Nov 99 [Dee-99] Jan 00 [Feb 00] Mar 00] AprO0
TRT
‘Comment
[TT I I I I [ [aes sra]_—873 Incidents resolved <= 5 days of receipt
100%
NA
ISee Section 4.9
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4.9 SUPPORTING COMMENTS
Performance Measure
HSHD - Calls answered within 20 seconds
HSHD - Calls answered within 40 seconds
HSHD - Calls abandoned through ring off
HSHD - Calls engaged
Comments
Performance Summary
65.9% of calls were answered within 20 seconds.
70.5% of calls were answered within 4o seconds.
79.6% of calls were abandoned through ring-off.
98.7% of calls were engaged.
Cause and Action
Whilst there has been improvement in performance with
regard to ‘Calls engaged’, ‘Calls answered within 20 seconds’,
‘Calls answered within 40 seconds’ and 'Calls abandoned
through ring-off have seen a dip.
This reduction in performance has prompted ICL Pathway to
review the manpower model. Intensive recruiting continues
in order to increase the skill levels within the HSH and SMC.
As of the second week in May, an IVR system will go live on a
4-week pilot. It is anticipated that this will significantly
improve telephone SLA through demand management. The
TVR will enable the automated targeting of problems to the
resource most skilled to deal with the problem type.
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4a Helpdesk Services Performance Summary
HSHD - Level 1 calls resolved within 5 minutes
HSHD - Level 2 calls resolved within 30 minutes
HSHD - Level 2 calls resolved within 45 minutes
82.0% of Level 1 calls were resolved within 5 minutes,
94.4% of Level 2 calls were resolved within 30 minutes.
97.4% of Level 2 calls were resolved within 45 minutes.
Cause and ion.
New outlets are being added to the live estate at 300+ per
week and our initial analysis of the call text would suggest in
many cases that a number of calls are taking longer to resolve
due to Clerk / PM unfamiliarity with the system.
The reduction in performance has prompted ICL Pathway to
review the manpower model, Intensive recruiting continues
in order to increase the skill levels within the HSH and SMC.
As of the second week in May, an IVR system will go live ona
4-week pilot. It is anticipated that this will significantly
improve Levels 1 and 2 SLA through demand management.
The IVR will enable the automated targeting of problems to
the resource most skilled to deal with the problem type.
It is worth noting however that during April the average
duration of Li & L2 calls was:
Li = 3 minutes 46 seconds
L2 = 17 minutes 07 seconds
In the meantime, we continue to ensure all HSH TSA are
aware of the need to resolve A&G calls quickly and effectively
without compromising customer service.
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42 I System Service Performance Summary
Local Local
Hardware / Network Priority A
~ ghrs Non-Remedial
~ 6hrs Remedial
Hardware / Network Priority B
~ 8hrs Non-Remedial
~1ohrs Remedial
Remote
Hardware/Network Priority B
— 12 hours Non-Remedial
— 24 hours Remedial
52.7% of Priority A Hardware / Network calls were resolved
within 4 hours, and 71.7% were resolved within 6 hours.
46.9% of Priority B Hardware / Network calls were resolved
within 8 hours and 82.1% were resolved within 10 hours,
Remote
88.9% of Priority B calls were resolved in 12 hours
88.9% of Priority B calls were resolved in 24 hours
Cause and Action
Actions continue to be taken to attempt to define the root
cause of ICL Pathway missing these SLA. The hardware /
network call-to-resolution process has been significantly
reviewed with the aim of optimum implementation:
Existing process capabilities have been assessed and have
identified some discontinuities
The end-to-end process has been fully re-engineered
Sample calls are currently being run through the re-
engineered process
¢ Full rollout of the re-engineered process after testing is
planned before the end of May 2000
« Early indications looking at call samples and test results
are that the process will be much improved
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Date:
43 I Data Services Performance Summary
RDMC Reference Data Delivery by Day C
RDMC Reference Data Delivery by Day D
98.67% of RDMC Reference Data was delivered by Day C.
99.04% of RDMC Reference Data was delivered by Day D.
Cause and Action
This SLA was affected by a small number of offices not
receiving the tariff change reference data concerning the
scales update. This was mainly due to non-polling, though
further investigation revealed some outlets were legitimately
off-line.
Calculation of this SLA is based upon the delivery of ‘Core’
reference data to all outlets on a daily basis. The ‘Non Polled’
outlet report is used to identify when an outlet has failed to
return an ‘End of Day’ (EOD) marker to the Data Centre. If
this is the case, the outlet is assumed to have not received a
delivery of reference data. This method of calculation weighs
heavily in the direction of POCL as we cannot determine
whether or not the outlet has received this data prior to any
communication problem preventing an EOD, the assumption
therefore is that it has not.
CSR+ sees this SLA being calculated automatically to counter
level.
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Data Services
APS Reference Data Delivery by Day C
APS Reference Data Delivery by Day D
Performance Summary
98.58% of APS Reference Data was delivered by Day C.
98.63% of APS Reference Data was delivered by Day D.
Cause and Action
Calculation of this SLA is based upon the delivery of APS
reference data to all outlets ONE day per month. The ‘Non
Polled’ outlet report is used to identify when an outlet has
failed to return an ‘End of Day’ (EOD) marker to the Data
Centre. If this is the case, the outlet is assumed to have not
received a delivery of APS reference data. This method of
calculation weighs heavily in the direction of POCL as we
cannot determine whether or not the outlet has received this
data prior to any communication problem preventing an
EOD, the assumption therefore is that it has not.
CSR+ sees this SLA being calculated automatically to counter
level.
43
Data Services
APS File Delivery by Day B
APS File Delivery by Day D
Performance Summary
96.10% of APS transaction files were delivered by Day B.
99.50% of APS transaction files were delivered by Day D.
Cause and Action
Failure of this SLA is entirely attributable to ‘Non Polling’.
We are now working closely with POCL with the aim of:
1. Driving down the instances of non-polling due to:
i. comms failures
ii, counter switch off at the outlet
2. Mitigating the risk to POCL clients / customers in the
event of APS transactions failing to poll by reviewing the
escalation process and outlet documentation retrieval
N.B. APS transactions that have been delivered to HAPS after
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TPS File Delivery by Day D
day D, are identified on the ‘Polling Exception’ report.
Performance Summary
99.47% of TPS transaction files were delivered by Day D.
Cause and Action
Failure of this SLA is entirely attributable to ‘Non Polling’.
We are now working closely with POCL with the aim of:
Driving down the instances of non polling due to:
i. comms failures
ii, counter switch off at the outlet
43
Data Services
OBCS Stops List by Day D
Performance Summary
99.80% of OBCS Stops List files were delivered by Day D.
Cause and Action
Calculation of this SLA is based upon the delivery of OBCS
stop list data to specific outlets on a daily basis. The ‘Non
Polled’ outlet report is used to identify when an outlet has
failed to return an ‘End of Day’ (EOD) marker to the Data
Centre. If this is the case, the outlet is assumed to have not
received a delivery of OBCS stop list data. This method of
calculation weighs heavily in the direction of POCL as we
cannot determine whether or not the outlet has received this
data prior to any communication problem preventing an
EOD, the assumption therefore is that it has not.
CSR+ sees this SLA being calculated automatically to counter
level.
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Version: 35.2
Datel” 3.0300
43 I Data Services Performance Summary
OBCS File Delivery by Day B 96.66% of OBCS transaction files were delivered by Day B.
OBCS File Delivery by Day D 99.52% of OBCS transaction files were delivered by Day D.
Cause and Action
Failure of the Day B SLA can be attributed to the non-
delivery of data to BA for transactions completed on 9!"
March.
This failure was due to the BA data centre at Washington
being closed for 36 hours over the period, therefore no data
files were accepted.
Failure of the Day D SLA is entirely attributable to ‘Non
Polling’.
We are now working closely with POCL with the aim oft
Driving down the instances of non-polling due to:
i. comms failures
ii, counter switch off at the outlet
4.4 I Transaction Services Performance Summary
OBCS, APS and EPOSS The method of calculating performance against these SLAs is
currently being reviewed between ICL Pathway and POCL
Commercial.
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4.6 I Implementation & Roll Out Performance Summary
The data required for the calculation of these SLA’s is
currently unavailable from both POCL, for the ‘Quality’
derived measures and from ICL Pathway for the ‘Repair’
measures. The provision of this data has now been escalated
as a high priority task within ICL Pathway and we expect to
have some initial figures for discussion at the May 2000 SRF
in respect of April 2000 performance.
48 Business Incident Management Performance Summary
87.5% of business incidents were cleared within 5 working
days of receipt. (The definition of ‘cleared’ being that
sufficient detail was supplied to POCL to allow reconciliation
or client settlement to take place).
Cause and Action
17 incidents did not achieve the SLA for the following
reasons:
© The number of incidents received and handled by MSU
increased from 434 in March to 585 in April 2000
(including 469 non-polled office reports)
© 15 of the 17 were EPOSS related incidents such as receipts
and payments, cash account or transactions that have
been dropped at the TPS harvester. These incidents are
complex, requiring in-depth analysis with technical
investigation in many cases, order to provide the
appropriate data for reconciliation purposes. This
inevitably takes much more time.
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Ref:
Version:
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5 CUSTOMER SERVICE OPERATIONS REPORT
5.1 CROSS DOMAIN PROBLEMS - OPEN CALLS / WORK IN PROGRESS
PinICL Date Problem Management Last Next Status Problem
Number Raised Calls - Description Update I Update Manager
PCoo19130 I 03/12/98 I PM - PO unable to read 10/02 I 31/03 I Monitor I Audrey
shiny Barcodes Adams
PC0026385 I 03/06/99 I PM-NBSC-HSH Interface I 14/01 I 31/01 I Monitor I Dave
and Responsibilities Fletcher
PCo027145 I 24/06/99 I PM - Outlets not polling (03/03 [17/03 I Monitor I Richard
information Brunskill
PC0030464 I 30/09 BCM - Major Business 03/03 [20/03 I WIP Tony
Continuity Incident Wicks
PCo032761 I o4/n PM - Operational Integrity [u/oz [18/02 I WIP Deidre
Violation Connis
PCo033128 I 10/11 PM - Dugannon PO £43k 18/02 I 23/02 I WIP Paul
discrepancy Curley
PCoogo4is I 13/03 Belfast PO experiencing high I 24/03 I 07/04 I WIP Alison
volumes of calls Peacock
PCo0040772 I 16/03 Missing Digit from Bar 21/03 I 28/03 I WIP Michael
Coded BT Bill Fiore
PCoogio1g I 20/03 PM - 30% of Reference Data I 12/04 [17/04 I WIP David
Files form POCL are rework Wilcox
to changes in progress
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