POL00029221
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Document Title:
Document Type:
Abstract:
Status:
Distribution:
(Hard copy)
Distribution:
(Electronic Copy)
Author:
Approval Authority:
Signature:
MONTHLY INCIDENT REVIEW
INCIDENT REVIEW — NOVEMBER 2000
This document contains a summary of the performance of the ICL Pathway Customer Service
Management Support Unit in respect of reconciliation incident handling and resolution for the
period 1% to 30" November 2000.
Approved
Accounting & Reconciliation Review Forum
CS/MSU Library
As above plus:
CS Intranet
Angela Shaw - ICL Pathway Management Support
Richard Brunskill - ICL Pathway Management Support Manager
Date:
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE 1
ICL Pathway MONTHLY INCIDENT REVIEW
Customer Service
Management Support Unit
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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CONTENTS
0.
1.
2.
DOCUMENT CONTROL
INTRODUCTION
MANAGEMENT SUMMARY
TRAFFIC REPORTS
3.1 Incident Summary by Class — November 2000
3.2 Incidents Received by Class —- November 2000
3.3 Business Incidents - November 2000
3.4 Closure Status of Incidents - November 2000
3.5 Non Polled Offices — November 2000
3.6 Receipts and Payments Incidents by CAP — November 2000
3.7 5 Day Reconciliation SLA — November 2000
LIABILITY REPORTS
4.1 Final Clearance by Category - November 2000
NOVEMBER 2000 - KEY INCIDENTS REQUIRING DISCUSSION
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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0. DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
Version
Date
Reason
1.0
07.12.00
Issued as approved
0.2 ASSOCIATED DOCUMENTS
(Version
Date
Title
CS/PRO/111
16/10/00
TPS Reconciliation and Business Incident Management
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
0.3 ABBREVIATIONS
MSU ICL Pathway Management Support Unit
PO Post Office
PON TP Post Office Network. Transaction Processing
PON TIP. Post Office Network. Transaction Information Processing
RED Reconciliation Exception Database
TMS Transaction Management Service
HAPS Host Automated Payment System
BIMS Business Incident Management Service
MER Manual Error Report
0.4 CHANGES IN THIS VERSION
« None
0.5 GLOSSARY OF INCIDENT CODES AND CLASSES
e Please refer to CS/PRO/111 — TPS Reconciliation and Business Incident Management.
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 4
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
1. INTRODUCTION
The ICL Pathway Customer Service / Management Support Unit Monthly Incident Review is issued to present in a
central document a complete analysis of the performance of the ICL Pathway Management Support Unit, with
regard to reconciliation and business incident handling and resolution.
1.1. INTERPRETATION
Interpretation of data beyond the report label classification can be further qualified by the author as required.
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 5
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
2. MANAGEMENT SUMMARY
2.1 KEY POINTS — NOVEMBER 2000
e During November the number of incidents received by MSU increased to 109, in comparison to October where 91
received and resolved by MSU. A total 98incidents were cleared and 13 will be carried forward into December.
e The most frequently occurring incidents in November were both types of Receipts and Payments Incidents (Migration
and Post Migration), with 31 incidents per category. The Migration incidents have remained at the same level,
whereby the Post Migration occurrences have increased. This was followed by 17 Transactions Polled by TIP but not
by HAPS, these were due to delayed transactions as reported on APSS 2133c. These transactions are added back
into normal processing.
e Report 3.3 indicates that the ratio of incidents to outlets in November has remained the same at 0.01, compared to
October, although the number of incidents received and handled by MSU increased. Report 3.5 shows Non Polled
Outlets, whereby it can be noted on the 27" November there was a peak of one thousand plus offices due to counters
remaining at POLO logon until PM’s logged back on the Monday. This reduction in numbers, due to logging back
onto the system, is noted on the report on Tuesday 28" November.
«The incident analysis for November indicates that the reconciliation SLA is 100%, whereby incidents were
successfully cleared achieving the 5 day SLA.
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 6
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Report 3.1: Incident Summary by Class — November 2000
01/03/00 to 31/10/00 01/11/00 to 30/11/00
Incident class Received Cleared CIF BIF Received Cleared CIF
AP invalid client / service 4 4 0) 0 0 0 ()
AP invalid MOP / value 1 1 0 0 te) 0 tC)
APACHI rejects transaction(s) 2 2 0) 0) () 0 ()
APS reconciliation error 23 23 0) 0 0 0 0
APS validation error 6 6 0) 0 () C) )
Committed Cash Account does not agree with Electronic Cash Account 4 4 0) 0 0 0 )
Confirmed APS/TPS exception 2 2 0 i) 0 to) 0
Customer / Client enquiry 66 65 1 1 1 2 0
Deleted Stock Unit (SU) 1 1 ) ) 0 ) 0
Duplicate AP transaction 35 34 1 1 9 8 2
HAPS rejects transactions 1 1 0) 0 0 C) 0
Mandatory transaction column is missing / null 51 51 0) 0) 1 1 0
Missing AP transaction(s) 14 14 0 0 8 8 0
Non polled office 2197 2197 0) C) () C) [)
Receipts and Payments do not balance (migration) 559 559 0 0 34 30 1
Receipts and Payments do not balance (post migration) 137 137 0 0 34 24 7
Signed re-printed paper CA does not agree with electronic CA 1 1 0 0 0 0 0
‘Spurious AP sequence number 6 6 0 0 1 1 0
Transaction cannot be reversed following End of Day 2 2 C) 0 1 1 ()
Transaction for an unknown mode as per mode parameters 7 7 0) 0) 0 C) )
Transaction has null mode 1 1 C) C) 1 1 [)
Transaction(s) polled by HAPS but not by TIP 24 21 0 0 8 8 0
Transaction(s) polled by TIP but not by HAPS 54 54 0 0 17 14 3
Total 3202 3200 2 2 109 98 13
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
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Report 3.2: Incidents Received By Class — November 2000
Number of Incidents
Month
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 8
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Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Report 3.2: Incidents Received By Class — November 2000
Class code I Class Description 00/03 00/04 00/05 00/06 00/07 I 00/08 00/09 00/10 I 00/11 I 00/12 01/01 I %
Mar Apr May Jun Jul Aug Sep Oct Nov I Dec Jan Feb
0001 I Committed Cash Account does not 1 0 1 0 0 2 0 0 0 0 0 0
agree with Electronic Cash
Account
(0002 I Signed re-printed paper CA does 6 2 0 3 0 0 0 0 0 0 0 0
not agree with electronic CA
0003 I Transaction has null mode oO oO 0 0 0 1 9° 0 4 0 9 0
0009 I Transaction for an unknown mode 3 1 1 2 0 0 0 0 0 0 0 0
as per mode parameters
0015 I Non polled office 245 470 445 633 [404 0 0 0 0 0 0 0
0018 I Customer / Client enquiry 6 3 4 16 4 9 0 7 1 0 0 0
0019 I Receipts and Payments do not 140 68 83 61 63 46 67 31 31 0 0 0
balance (migration)
0020 I Receipts and Payments do not Pid 2 24 15 10 11 18 9 3 0 0 0
balance (post migration)
0021 I Transaction cannot be reversed 0 0 0 0 0 1 0 1 1 0 0 0
following End of Da
0022 I Deleted Stock Unit (SU) 0 0 1 0 0 0 0 0 0 0 0 0
0044 I Transaction(s) polled by TIP but 4 9 4 1 3 2 16 12 7 0 0 0
not by HAPS
0045 I Transaction(s) polled by HAPS but tC) 2 3 1 1 3 10 1 8 tC) 0 0
not by TIP.
0046 I Missing AP transaction(s) 0 Co) 2 0 3 C) 2 7 8 C) ) 0
0047 I AP invalid client / service C) 0 0 0 0 1 3 0 0 C) 0 0
0048 I AP invalid MOP / value 0 oO 0 1 0 0 0 0 0 0 oO 0
0050 I Duplicate AP transaction 2 1 0 1 4 12 5 10 9 0 0 0
0051 I Spurious AP sequence number. 0 o 3 1 2 0 0 0 4 oO oO 0
0052 I HAPS rejects transactions C) oO 1 0 0 oO 0 0 0 0 ° 0
0053 I APACHI rejects transaction(s) 0) tC) 1 1 0 0) C) C) 0 0) C) 0
0056 _I Confirmed APS/TPS exception 0) 4 0 1 0 0) C) 0 0 C) C) 0
0058 I Mandatory transaction column is 0 5 17 5 3 5 8 8 1 0 0 0
missing / null
0059 I APS validation error 0) 0 0 0 0 0) 6 0 0 0) oO 0
0060 I APS reconciliation error C) 0 0 0 0 0 18 5 0 0 0 0
434 585 600 742 504 93 153 91 109 0 0 0
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 9
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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Report 3.3: Business Incidents — November 2000
900
850
800
750
700
650
600 I
550
500
450
400 }—
350
300 {
250
Number of Incidents
200
100 }
50
i
150 E :
99/12
Dec
00/01
Jan
00/02
Feb
00/03
Mar
00/04
Apr
00/05 00/06 00/07 00/08 00/09 00/10 00/11
May June July = Aug. = Sep Oct’—Nov
Month
0.20
0.18
0.16
0.14
0.04
0.02
0.00
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Table 3.3: Business Incidents — November 2000
99/12Dec I 00/01 Jan I 00/02Feb I 00/03 Mar I 00/04Apr I O0/0SMay I 00/06 June I 00/07 July I 00/08 Aug I 00/09Sep I 00/100ct I 00/11 Nov
Bif 92 62 111 0 132 258 238 186 137 8 26 2
Received 59 348 267 434 585 600 742 504 93 153 91 709
Cleared 89 299 141 302 459 620 792 553 222 135 115 98
Cif 62 11 237 132 258 238 186 137 8 26 2 13
Ratio 0.03 0.17 0.09 0.10 0.10 0.08 0.09 0.05 0.01 0.01 0.01 0.01
incidents /
outlets
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 11
ICL Pathway MONTHLY INCIDENT REVIEW
Customer Service
Management Support Unit
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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Report 3.4: Closure Status of Incidents —- November 2000
600
500
400
300
200
Number of incidents
100
Month
00/03 00/04 00/05 00/06 00/07 00/08 00/09 00/10 00/11 00/12 04/01
Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
01/02
Feb
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit
Date: 07.12.00
Table 3.4: Closure Status of Incidents —- November 2000
Closure Code Description 00/03 Mar I 00/04 00/05 00/06 00/07 00/08 00/09 00/10 00/11 00/12 01/01 % Feb
Apr May Jun Jul Aug Sep Oct Nov Dec Jan
Open 5 7 2 17 61 1 34 18 25 0 0 0
Fault in Pathway System 190 375 414 520 333 36 44 26 Evy 0 0 0
No fault in Pathway System 239 203 184 205 110 56 75 a7 40 0 0 0
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 13
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Report 3.5: Non Polled Offices — November 2000
Non Polled Offices
1300 ——— a — a 0.13
4200 (mms 1 DAY 92-3 DAYS 94-9 DAYS. I 0.12
(Gm 10-19 DAYS mmm 20+ DAYS —— Ratio of non polled otticesI
4100 Ib = - - — — O11
7
1000 o10 8
=
goo }- - e — I 0.09 9
8 800 3
Po So 3
5 700 E, 0.07 §
3 LY \ 2
5 600 : 0.068
= 500 iW \ oos &
2 ri
400 a — : a : I +} 004 g
- a
300 — =< zi 003 5
200 +- Ue Be > < = _ = 002
100 ~~ S <Y S = 0.01
o 0.00
$333: :3:8 335 3 3 5 $$ $ § § § § EE
8 86 8 § $ € € 8 #8 8 € &€& & & A FR 8 A B
Date
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 14
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Table 3.5: Non Polled Offices - November 2000
DATE 01-Nov I 02-Nov I 03-Nov I 06-Nov I 07-Nov I 08-Nov I 09-Nov I 10-Nov I 13-Nov I 14-Nov I 15-Nov
1 DAY 86 70 7 248 118 95 94 119 383 164 195
2-3 DAYS 83 61 40 130 47 61 64 57 112 45 52
4-9 DAYS 28 22 43 69 67 61 49 53 85 66 53
10-19 DAYS. 0 1 1 6 4 5 8 11 13 12 8
20+ DAYS 0 0 0 0 0 0 0 0 0 0 1
TOTAL 197 154 161 453 236 222 215 240 593 287 309
DATE 16-Nov I 17-Nov I 20-Nov I 21-Nov I 22-Nov I 23-Nov I 24-Nov I 27-Nov I 28-Nov I 29-Nov I 30-Nov
4 DAY 115 137 481 284 429 150 144 921 234 151 261
2-3 DAYS 70 65 160 75 76 86 83 153 80 7 92
4-9 DAYS 39 35 74 66 61 St 70 150 128 118 104
10-19 DAYS 8 4 3 2 4 5 3 9 1 8 6
20+ DAYS 4 0 0 0 0 0 0 0 C) 1 1
TOTAL 233 241 18 427 570 292 297 1233 453 355 464
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 15
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
lents by CAP — November 2000
: Receipts and Payments In:
Report 3.
0.0025
25
20 0.0020
0.0015
Ratio
0.0010
Number of Offices
0.0005
0.0000
13/9/00 20/9/00 27/9/00 04/10/00 11/10/00 18/10/00 25/10/00 01/11/00 08/11/00 15/11/00 22/11/00 29/11/00
(CAP 25) (CAP 26) (CAP 27) (CAP 28) (CAP 29) (CAP 30) (CAP 31) (CAP 32) (CAP 33) (CAP 34) (CAP 35) (CAP 36)
CAP
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 16
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Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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Report 3.6: Receipts and Payments Incidents by CAP — November 2000
CAP 13/9/00 I 20/9/00 I 27/9/00 I 04/10/00 I 11/10/00 I 18/10/00 I 26/10/00 I 01/11/00 I 08/11/00 I 15/11/00 I 22/11/00 I 29/11/00
(capI (capI (CAPI (cAPI (caPI (cAPI (CAPI (cAPI (caPI (CAPI (CAPI (CAP
25) 26) 27) 28) 29) 30) 34) 32) 33) 34) 35) 36)
Migration 14 14 1 10 7 5 8 7 6 13 4 7
Post Migration 6 3 1 0 1 3 3 6 6 8 12 16
Live Estate 11755 12051 12344 12629 12919 13208 13491 13758 14024 14291 14542 14803
Ratio Incidents / 0.0017 0.0014 0.0010 0.0008 0.0006 0.0006 0.0008 0.0009 0.0009 0.0015 0.0011 0.0016
Live Estate
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit
Date: 07.12.00
3.7. 5 Day Reconciliation SLA — November 2000
5 Day Reconciliation SLA
100
90 I
80 I :
70 I I - - ae
60 +
50
40 4
30 : :
20 + -
10 I oe
0
Mar-00 Apr-O0 May-00 Jun-00 Jul-O0 Aug-00 Sep-00 Oct-00 Nov-00 Dec-00 Jan-O1 Feb-01 Mar-01
Month
Percentage (%)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 18
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ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference Code: PW. Date
08-Nov-00 I 0011080896 0003 Transaction has null £78.65 I 004549 08-Nov-00
mode
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments] TPREF
Reference Code PW. Date
31-Oct-00 I 0010312093 I 0018 Customer / Client £0.00 08-Nov-00
enquiry
03-Nov-00 I 0011031779 I 0018 Customer / Client £0.00 I 170007 08-Nov-00
enquiry
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments: TP REF
Reference Code: PW. Date
03-Nov-00 I 0011031108 0019 Receipts and £46.80 I 059130 07-Nov-00
Payments do not
balance (migration)
03-Nov-00 I 0011031113 I 0019 Receipts and £4.29 I 179709 O7-Nov-00
Payments do not
balance (migration)
03-Nov-00 I 0011031115 I 0019 Receipts and £48.69 I 190337 07-Nov-00
Payments do not
balance (migration)
03-Nov-00 I 0011031119 I 0019 Receipts and 20.61 I 233337 07-Nov-00
Payments do not
balance (migration)
03-Nov-00 I 0011031124 I 0019 Receipts and £0.04 I 310227 O7-Nov-00
Payments do not
balance (migration)
03-Nov-00 I 0011031131 I 0019 Receipts and £97.72 I 007227 07-Nov-00
Payments do not
balance (migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 19
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Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
03-Nov-00 I 0011031144 0019 Receipts and £20.00 I 055008 07-Nov-00
Payments do not
balance (migration)
T0-Nov-00 I 0071030968 I 0079 Receipts and £0.24 I 273230 70-Nov-00
Payments do not
balance (migration)
TO-Nov-00 I 0071107138 I 0019 Receipts and £1.25 I 187202 14-Nov-00
Payments do not
balance (migration)
TO-Nov-00 I 0011107141 I 0079 Receipts and £60.50 I 193202 74-Nov-00
Payments do not
balance (migration)
TO-Nov-00 I 0071101144 I 0019 Receipts and £7,100.00 I 283320 14-Nov-00
Payments do not
balance (migration)
TO-Nov-00 I 0011107149 I 0079 Receipts and £0.18 I 492201 74-Nov-00
Payments do not
balance (migration)
10-Nov-00 I 0011107168 I 0019 Receipts and £188.10 I 395311 14-Nov-00
Payments do not
balance (migration)
17-Nov-00 I 0011171078 I 0019 Receipts and £0.80 I 530323 20-Nov-00
Payments do not
balance (migration)
17-Nov-00 I 0011171081 I 0019 Receipts and £8.00 I 228941 20-Nov-00
Payments do not
balance (migration)
T7-Nov-00 I 0011171056 I 0019 Receipts and £85.68 I 107941 20-Nov-00
Payments do not
balance (migration)
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Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
17-Nov-00 I 0011171062 0019 Receipts and £0.05 I 140941 20-Nov-00
Payments do not
balance (migration)
T7-Nov-00 I 0011171065 I 0019 Receipts and £7.00 I 194947 20-Nov-00
Payments do not
balance (migration)
T7-Nov-00 I 0011171070 I 0019 Receipts and £0.90 I 358311 20-Nov-00
Payments do not
balance (migration)
T7-Nov-00 I 0011171084 I 0079 Receipts and £6.40 I 164306 20-Nov-00
Payments do not
balance (migration)
T7-Nov-00 I 0011171086 I 0019 Receipts and £800.00 I 237306 20-Nov-00
Payments do not
balance (migration)
TT-Nov-00 I 0011171077 I 0019 Receipts and £6.04 I 449323 21-Nov-00
Payments do not
balance (migration)
20-Nov-00 I 0011201803 I 0019 Receipts and £77.32 I 322226 21-Nov-00
Payments do not
balance (migration)
20-Nov-00 I 0011201810 I 0019 Receipts and £0.07 I 229242 21-Nov-00
Payments do not
balance (migration)
24-Nov-00 I 0011780984 I 0019 Receipts and £4,755.81 I 346230 24-Nov-00
Payments do not
balance (migration)
20-Nov-00 I 0011201812 I 0019 Receipts and £36.24 I 003702 27-Nov-00
Payments do not
balance (migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 21
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Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
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Date Received
HSH
Reference
Class
Code
Class Description
Exception Value
FAD
Date Cleared by
PW
Agreed Closure
Date
Comments
TP REF
24-Nov-00
0011240584
0019
Receipts and
Payments do not
balance (migration)
£108.62
320340
27-Nov-00
24-Nov-00
0011240589
0019
Receipts and
Payments do not
balance (migration)
£483.40
432641
27-Nov-00
24-Nov-00
0011240577
0019
Receipts and
Payments do not
balance (migration)
£219.00
147832
28-Nov-00
28-Nov-00
0011281701
Receipts and
Payments do not
balance (migration)
£1.54
158349
28-Nov-00
Date Received
HSH
Reference
Class
Code
Class Description
Exception Value
FAD
Date Cleared by
Pw
Agreed Closure
Date
Comments
TP REF
03-Nov-00
0011031138
0020
Receipts and
Payments do not
balance (post
migration)
£30.00
179504
07-Nov-00
03-Nov-00
0011031142
0020
Receipts and
Payments do not
balance (post
migration)
£43.72
257306
07-Nov-00
03-Nov-00
0011031145
0020
Receipts and
Payments do not
balance (post
migration)
£12.20
463311
07-Nov-00
03-Nov-00
0011031146
0020
Receipts and
Payments do not
balance (post
migration)
£753.52
(002014
07-Nov-00
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
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Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
03-Nov-00 I 0011031134 0020 Receipts and £5,616.85 I 156313 08-Nov-00
Payments do not
balance (post
migration)
10-Nov-00 I 0011101172 0020 Receipts and £0.75 I 460614 14-Nov-00
Payments do not
balance (post
migration)
10-Nov-00 I 0011101163 I 0020 Receipts and $8,167.41 I 281238 15-Nov-00
Payments do not
balance (post
migration)
15-Nov-00 I 0011092521 0020 Receipts and £48.86 I 007227 15-Nov-00
Payments do not
balance (post
migration)
TO-Nov-00 I 0071107153 I 0020 Receipts and £26.66 I 226432 17-Nov-00
Payments do not
balance (post
migration)
10-Nov-00 I 0011101158 0020 Receipts and £609.18 I 277207 17-Nov-00
Payments do not
balance (post
migration)
15-Nov-00 I 0011092335 I 0020 Receipts and £722.28 I 335406 22-Nov-00
Payments do not
balance (post
migration)
17-Nov-00 I 0011171093 I 0020 Receipts and £14.25 I 185226 23-Nov-00
Payments do not
balance (post
migration)
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POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
17-Nov-00 I 0011171095 0020 Receipts and £0.10 I 189207 23-Nov-00
Payments do not
balance (post
migration)
13-Nov-00 I 0011131207 0020 Receipts and £510.00 I 166405 24-Nov-00
Payments do not
balance (post
migration)
17-Nov-00 I 0011171087 I 0020 Receipts and £15.00 I 147130 24-Nov-00
Payments do not
balance (post
migration)
17-Nov-00 I 0011171091 0020 Receipts and £3,054.00 I 166405 24-Nov-00
Payments do not
balance (post
migration)
20-Nov-00 I 0011201807 I 0020 Receipts and £95.00 I 066129 24-Nov-00
Payments do not
balance (post
migration)
23-Nov-00 I 0011154791 0020 Receipts and £3.99 I 470323 24-Nov-00
Payments do not
balance (post
migration)
24-Nov-00 I 0011240619 I 0020 Receipts and £95.00 I 066129 24-Nov-00
Payments do not
balance (post
migration)
24-Nov-00 I 0011240621 I 0020 Receipts and £400.00 I 237306 24-Nov-00
Payments do not
balance (post
migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 24
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
20-Nov-00 I 0011201795 0020 Receipts and £473.00 I 126824 27-Nov-00
Payments do not
balance (post
migration)
20-Nov-00 I 0011201815 0020 Receipts and £3,236.00 I 145004 27-Nov-00
Payments do not
balance (post
migration)
24-Nov-00 I 0011223033 0020 Receipts and £40.86 I 173306 29-Nov-00
Payments do not
balance (post
migration)
24-Nov-00 I 0011222317 0020 Receipts and £10.89 I 161114 29-Nov-00
Payments do not
balance (post
migration)
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW Date
14-Nov-00 I 0011063286 0021 Transaction cannot £11.92 I 239546 14-Nov-00.
be reversed following
End of Day
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference Code PW Date
01-Nov-00 I 0011012345 0044 Transaction(s) polled £92.69 I 198555 06-Nov-00
by TIP but not by
HAPS.
03-Nov-00 I 0011030938 0044 Transaction(s) polled £426.46 I 295432 07-Nov-00
by TIP but not by
HAPS.
06-Nov-00 I 0011061385. 0044 Transaction(s) polled £1,857.17 I 295432 07-Nov-00
by TIP but not by
HAPS.
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 25
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference Code PW. Date
07-Nov-00 I 0011071160 I 0044 Transaction(s) polled £2,778.49 08-Nov-00
by TIP but not by
HAPS
09-Nov-00 I 0011090969 I 0044 Transaction(s) polled £4,331.89 10-Nov-00
by TIP but not by
HAPS
08-Nov-00 I 0071081388 I 0044 Transaction(s) polled £7,675.28 I 395641 13-Nov-00
by TIP but not by
HAPS
10-Nov-00 I 0011100946 I 0044 Transaction(s) polled £15.00 I 103843 13-Nov-00
by TIP but not by
HAPS
17-Nov-00 I 0011171006 I 0044 Transaction(s) polled -£58.85 I 211548 21-Nov-00
by TIP but not by
HAPS
T5-Nov-00 I 0071151285 I 0044 Transaction(s) polled £4.00 I 072900 22-Nov-00
by TIP but not by
HAPS
20-Nov-00 I 0011201732 I 0044 Transaction(s) polled £1,984.76 I 435340 23-Nov-00
by TIP but not by
HAPS
22-Nov-00 I 0011221318 I 0044 Transaction(s) polled “£25.00 24-Nov-00
by TIP but not by
HAPS
20-Nov-00 I 0011201735 I 0044 Transaction(s) polled ~E124.14 24-Nov-00
by TIP but not by
HAPS
22-Nov-00 I 0011221312 I 0044 Transaction(s) polled £65.00 I 235820 29-Nov-00
by TIP but not by
HAPS
28-Nov-00 I 0011281023 0044 Transaction(s) polled £69.62 I 010004 29-Nov-00
by TIP but not by
HAPS
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 26
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure Comments I TP REF
Reference Code PW. Date
16-Nov-00 I 0011161201 0045 Transaction(s) polled £2,729.57 17-Nov-00
by HAPS but not by
TIP
20-Nov-00 I 0011201819 0045 Transaction(s) polled £96.63 I 282632 21-Nov-00
by HAPS but not by
TIP
20-Nov-00 I 0011201719 0045 Transaction(s) polled £5,796.79 22-Nov-00
by HAPS but not by
TIP
17-Nov-00 I 0011171001 0045 Transaction(s) polled £2,925.46 22-Nov-00
by HAPS but not by
TIP
20-Nov-00 I 0011201728 0045 Transaction(s) polled £2,478.40 22-Nov-00
by HAPS but not by
TIP
21-Nov-00 I 0011211285 0045 Transaction(s) polled £3,126.78 22-Nov-00
by HAPS but not by
TIP
23-Nov-00 I 0011230826 0045 Transaction(s) polled £983.96 I 181424 24-Nov-00
by HAPS but not by
TIP
20-Nov-00 I 0011201817 0045 Transaction(s) polled £44,347.96 I 238422 27-Nov-00
by HAPS but not by
TIP
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference Code Pw Date
07-Nov-00 I 0011061450 0046 Missing AP £10.00 I 262604 07-Nov-00
transaction(s)
06-Nov-00 I 0011060931 0046 Missing AP £17.94 I 389311 13-Nov-00
transaction(s)
08-Nov-00 I 0011081899 0046 Missing AP £50.93 I 109025 13-Nov-00
transaction(s)
06-Nov-00 I 0011060891 0046 Missing AP £280.00 I 122948 14-Nov-00
transaction(s)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 27
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
POL00029221
POL00029221
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference Code PW Date
08-Nov-00 I 0011081937 0046 Missing AP £25.09 I 006907 14-Nov-00
transaction(s)
10-Nov-00 I 0011092520 0046 Missing AP £70.00 I 052124 14-Nov-00
transaction(s)
23-Nov-00 I 0011230454 0046 Missing AP £48.26 I 239207 30-Nov-00
transaction(s)
28-Nov-00 I 0011280866 0046 Missing AP £0.00 I 182337 30-Nov-00
transaction(s)
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments: TP REF
Reference Code PW. Date
26-Oct-00 I 0010260328 —_I 0050 Duplicate AP £262.67 I 228907 01-Nov-00
transaction
02-Nov-00 I 0011012386 I 0050 Duplicate AP £300.06 I 198555 07-Nov-00
transaction
07-Nov-00 I 0010271023 0050 Duplicate AP £2.00 I 270329 07-Nov-00
transaction
07-Nov-00 I 0010200505 0050 Duplicate AP £226.04 I 142849 07-Nov-00
transaction
13-Nov-00 I 0011081412 I 0050 Duplicate AP £5.00 I 327611 14-Nov-00
transaction
28-Nov-00 I 0011201982 I 0050 Duplicate AP £7.63 I 394246 28-Nov-00
transaction
28-Nov-00 I 0011281669 0050 Duplicate AP £70.00 I 360226 29-Nov-00
transaction
28-Nov-00 I 0011281691 0050 Duplicate AP £31.50 I 006321 29-Nov-00
transaction
Date Received HSH Class Class Description Exception Value FAD Date Cleared by Agreed Closure Comments: TP REF
Reference Code PW Date
13-Nov-00 I 0011072998 I 0051 ‘Spurious AP £0.00 I 099904 13-Nov-00
sequence number
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 28
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Class Description] Exception Value I FAD Date Cleared by Agreed Closure Comments I TP REF
Reference Code PW Date
17-Nov-00 I 0011171103 I 0058 Mandatory £6.00 I 007205 17-Nov-00
transaction column is
missing / null
Incidents Brought Forward — October 2000
Date Received HSH Class Code Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference PW Date
13-Oct-00 I 0010131408 0018 Customer / Client £20,000.00 I 212844 19-Oct-00
enquiry
19-Oct-00 I 0010172607 0018 Customer / Client £5.00 I 154320 19-Oct-00
enquiry
19-Oct-00 I 0009071395 I 0018 Customer / Client £30.00 I 169227 19-Oct-00
enquiry
20-Oct-00 I 0010191716 I 0018 Customer / Client £0.00 23-Oct-00
enquiry
30-Oct-00 I 0010241229 ‘I 0018 Customer / Client £5.00 I 290309 30-Oct-00
enquiry
31-Oct-00 I 0010312093 0018 Customer / Client £0.00
enquiry
Date Received HSH Class Code I Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
02-Oct-00 I 0010021323 I 0019 Receipts and £608.00 I 250539 09-Oct-00
Payments do not
balance (migration)
06-Oct-00 I 00100686 0019 Receipts and £0.08 I 228539 09-Oct-00
Payments do not
balance (migration)
06-Oct-00 I 00100604 0019 Receipts and £0.30 I 273539 10-Oct-00
Payments do not
balance (migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 29
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Code I Class Description I Exception Value I FAD I Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
06-Oct-00 I 00100698 0019 Receipts and £1.48 I 456539 09-Oct-00
Payments do not
balance (migration)
06-Oct-00 I 00700705 0019 Receipts and £8.00 I 487614 10-Oct-00
Payments do not
balance (migration)
11-Oct-00 I 0010111210 _I 0019 Receipts and £17.88 I 204539 17-Oct-00
Payments do not
balance (migration)
73-Oct-00 I 0010130029 I 0079 Receipts and £3.25 I 145106 17-Oct-00
Payments do not
balance (migration)
13-Oct-00 I 0010130932 I 0019 Receipts and £19.92 I 169604 17-Oct-00
Payments do not
balance (migration)
13-Oct-00 I 0010130937 I 0019 Receipts and £0.80 I 182519 17-Oct-00
Payments do not
balance (migration)
13-Oct-00 I 0010130938 I 0079 Receipts and £60.70 I 275604 17-Oct-00
Payments do not
balance (migration)
13-Oct-00 I 0010130043 I 0019 Receipts and £4.00 I 014005 17-Oct-00
Payments do not
balance (migration)
19-Oct-00 I 0010191224 I 0019 Receipts and £0.05 I 079104 79-Oct-00
Payments do not
balance (migration)
19-Oct-00 I 0010121703 I 0019 Receipts and £36,042.02 I 160114 24-Oct-00
Payments do not
balance (migration)
20-Oct-00 I 0010200477 I 0019 Receipts and £4,520.00 I 252555 20-Oct-00
Payments do not
balance (migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 30
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Code I Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW. Date
20-Oct-00 I 0010200485 0019 Receipts and £5.00 I 058104 20-Oct-00
Payments do not
balance (migration)
25-Oct-00 I 0010252733 0019 Receipts and £7,111.65 I 456614 31-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271726 0019 Receipts and £10.00 I 089136 30-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271737 0019 Receipts and £3.00 I 189205 30-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271739 0019 Receipts and £18.00 I 209555 30-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271740 0019 Receipts and £47.56 I 298205 30-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271743 0019 Receipts and £11.00 I 428311 30-Oct-00
Payments do not
balance (migration)
27-Oct-00 I 0010271745 0019 Receipts and £5.98 I 492246 30-Oct-00
Payments do not
balance (migration)
Date Received HSH Class Code I Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
05-Oct-00 I 0009221623 0020 Receipts and £152.82 I 275801 05-Oct-00
Payments do not
balance (post
migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 31
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Code Class Description Exception Value FAD Date Cleared by Agreed Closure Comments. TP REF
Reference Pw Date
05-Oct-00 I 0009220823 I 0020 Receipts and £1,015.00 I 056009 05-Oct-00
Payments do not
balance (post
migration)
20-Oct-00 I 0010191233 I 0020 Receipts and £717.00 I 070422 27-Oct-00
Payments do not
balance (post
migration)
27-Oct-00 I 0010271747 I 0020 Receipts and £21,656.00 I 002420 31-Oct-00
Payments do not
balance (post
migration)
27-Oct-00 I 0010271749 I 0020 Receipts and £717.00 I 070422 30-Oct-00
Payments do not
balance (post
migration)
27-Oct-00 I 0010271750 I 0020 Receipts and £675.00 I 060014 30-Oct-00
Payments do not
balance (post
migration)
27-Oct-00 I 0010271748 0020 Receipts and £10,828.00 I 002420 31-Oct-00
Payments do not
balance (post
migration)
31-Oct-00 I 0010311776 I 0020 Receipts and £753.52 I 002014 31-Oct-00
Payments do not
balance (post
migration)
Date Received HSH Class Code Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference PW Date
17-Oct-00 I 0009231007 I 0021 Transaction cannot £125.51 I 189539 17-Oct-00
be reversed following
End of Day
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 32
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Code I Class Description I Exception Value I FAD I Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
05-Oct-00 I 0010050885. 0044 Transaction(s) polled £2.00 05-Oct-00
by TIP but not by
HAPS
12-Oct-00 I 0010121283 0044 Transaction(s) polled £286.47 19-Oct-00
by TIP but not by
HAPS
12-Oct-00 I 0010121321 0044 Transaction(s) polled £718.02 19-Oct-00
by TIP but not by
HAPS
12-Oct-00 I 0010121671 0044 Transaction(s) polled £80.00 19-Oct-00
by TIP but not by
HAPS
16-Oct-00 I 0010161176 0044 Transaction(s) polled £25.75 I 159329 23-Oct-00
by TIP but not by
HAPS
19-Oct-00 I 0010190970 0044 Transaction(s) polled £15.00 I 341832 25-Oct-00
by TIP but not by
HAPS
19-Oct-00 I 0010190990 0044 Transaction(s) polled -£464.00 I 157604 25-Oct-00
by TIP but not by
HAPS
20-Oct-00 I 0010200750 0044 Transaction(s) polled £89.74 25-Oct-00
by TIP but not by
HAPS
27-Oct-00 I 0010271412 0044 Transaction(s) polled £6.52 I 174205 31-Oct-00
by TIP but not by
HAPS
27-Oct-00 I 0010271418 0044 Transaction(s) polled £142.32 31-Oct-00
by TIP but not by
HAPS
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 33
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
POL00029221
POL00029221
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
Date Received HSH Class Code Class Description Exception Value FAD Date Cleared by Agreed Closure Comments. TP REF
Reference Pw Date
09-Oct-00 I 0010091610 0046 Missing AP £46.00 I 157546 11-Oct-00
transaction(s)
11-Oct-00 I 0010112218 0046 Missing AP £44.73 I 017907 12-Oct-00
transaction(s)
17-Oct-00 I 0009250648 0046 Missing AP £35.30 I 189818 17-Oct-00
transaction(s)
18-Oct-00 I 0010061535 0046 Missing AP £17.63 I 250340 18-Oct-00
transaction(s)
18-Oct-00 I 0009150248 0046 Missing AP £93.24 I 268715 18-Oct-00
transaction(s)
20-Oct-00 I 0010191685 0046 Missing AP £0.00 I 508201 24-Oct-00
transaction(s)
Date Received HSH Class Code Class Description Exception Value FAD Date Cleared by Agreed Closure Comments TP REF
Reference PW Date
09-Oct-00 I 0009281277 0050 Duplicate AP. £175.32 I 189714 09-Oct-00
transaction
17-Oct-00 I 0009212961 0050 Duplicate AP. £43.27 I 171410 17-Oct-00
transaction
17-Oct-00 I 0009260318 I 0050 Duplicate AP £59.85 I 005948 17-Oct-00
transaction
17-Oct-00 I 0010160805 I 0050 Duplicate AP £8.00 I 006406 18-Oct-00
transaction
19-Oct-00 I 0009122652 I 0050 Duplicate AP £50.13 I 267546 19-Oct-00
transaction
19-Oct-00 I 0009210022 0050 Duplicate AP. £51.88 I 235313 19-Oct-00
transaction
24-Oct-00 I 0010241176 0050 Duplicate AP £120.14 I 005424 30-Oct-00
transaction
26-Oct-00 I 0010260328 0050 Duplicate AP. £262.67 I 228907 01-Nov-00
transaction
26-Oct-00 I 0010253422 I 0050 Duplicate AP £289.67 I 195327 31-Oct-00
transaction
31-Oct-00 I 0010270593 0050 Duplicate AP £90.00 I 382238 31-Oct-00
transaction
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
34
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date Received HSH Class Code I Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
04-Oct-00 I 00010041046 0058 Mandatory £100.00 I 016007 04-Oct-00
transaction column is
missing / null
10-Oct-00 I 0010101088 0058 Mandatory £37.72 I 004208 17-Oct-00
transaction column is
missing / null
13-Oct-00 I 0010130946 0058 Mandatory £23.56 I 364230 19-Oct-00
transaction column is
missing / null
18-Oct-00 I 0010180672 0058 Mandatory £37,702.48 I 145114 23-Oct-00
transaction column is
missing / null
24-Oct-00 I 0010041046 0058 Mandatory £100.00 I 016007 24-Oct-00
transaction column is
missing / null
24-Oct-00 I 0010241183 0058 Mandatory £29.97 I 414511 24-Oct-00
transaction column is
missing / null
25-Oct-00 I 0010051241 0058 Mandatory £2.01 I 009006 25-Oct-00
transaction column is
missing / null
26-Oct-00 I 0010261735 0058 Mandatory £20.00 I 014504 30-Oct-00
transaction column is
missing / null
Date Received HSH Class Code I Class Description I Exception Value I FAD Date Cleared by ‘Agreed Closure I Comments I TP REF
Reference PW Date
11-Oct-00 I 0010111214 0060 APS reconciliation £54.53 I 390329 12-Oct-00
error
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 35
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Incidents Brought Forward — September 2000
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure ‘Comments TP REF
Received Reference PW Date
01-Sep-00 I 0009010853 0019 Receipts and £26.62 I 287406 01-Sep-00
Payments do not
balance (migration)
25-Aug-00 I 0008250766 I 0019 Receipts and £0.40 I 104002 04-Sep-00
Payments do not
balance (migration)
15-Sep-00 I 0009151220 I 0019 Receipts and £9.20 I 051005 15-Sep-00
Payments do not
balance (migration)
15-Sep-00 I 0009151210 0019 Receipts and £194.23 I 082006 18-Sep-00
Payments do not
balance (migration)
15-Sep-00 I 0009151276 I 0019 Receipts and £482.66 I 072128 19-Sep-00
Payments do not
balance (migration)
19-Sep-00 I 0009191404 I 0019 Receipts and £7,600.00 I 051010 19-Sep-00
Payments do not
balance (migration)
25-Sep-00 I 0009221517 I 0019 Receipts and £68.00 I 194552 25-Sep-00
Payments do not
balance (migration)
25-Sep-00 I 0009221525 I 0019 Receipts and £11.70 I 226552 25-Sep-00
Payments do not
balance (migration)
25-Sep-00 I 0009221526 I 0019 Receipts and £194.40 I 257539 25-Sep-00
Payments do not
balance (migration)
25-Sep-00 I 0009250930 I 0019 Receipts and £7.43 I 005004 25-Sep-00
Payments do not
balance (migration)
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 36
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
POL00029221
POL00029221
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
Date HSH Class Code I Class Desoription I Exception Value FAD Date Cleared By ‘Agreed Closure I Comments I TP REF
Received Reference Pw Date
25-Sep-00 I 0009221589 0019 Receipts and £30.00 I 190552 25-Sep-00
Payments do not
balance (migration)
29-Sep-00 I 0009290656 I 0019 Receipts and £4.32 [371614 29-Sep-00
Payments do not
balance (migration)
29-Sep-00 I 0009290665 0019 Receipts and £5,000.00 I 120033 29-Sep-00
Payments do not
balance (migration)
29-Sep-00 I 0009290667 0019 Receipts and £102.47 I 144033 29-Sep-00
Payments do not
balance (migration)
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure ‘Comments: TP REF
Received Reference PW Date
01-Sep-00 I 0009010801 0020 Receipts and £8,002.50 I 016003 (04-Sep-00
Payments do not
balance (post
migration)
15-Sep-00 I 0009151252 0020 Receipts and £670.00 I 018020 18-Sep-00
Payments do not
balance (post
migration)
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure Comments TP REF
Received Reference PW Date
(04-Sep-00 I 0009042226 0044 Transaction(s) polled -£20.00 18-Sep-00
by TIP but not by
HAPS.
11-Sep-00 I 0009112391 044 Transaction(s) polled £-102.00 Re-instated
by TIP but not by ‘on request
HAPS. from PON
74-Sep-00 I 0009140725 0044 Transaction(s) polled £4,733.27 21-Sep-00
by TIP but not by
HAPS
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
37
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date HSH Class Code I Class Description I Exception Value I FAD Date Cleared By ‘Agreed Closure I Comments I TP REF
Received Reference PW Date
18-Sep-00 I 0009181204 0044 Transaction(s) polled £11,212.97 25-Sep-00
by TIP but not by
HAPS.
19-Sep-00 I 0009192302 0044 Transaction(s) polled £9,642.91 26-Sep-00
by TIP but not by
HAPS.
20-Sep-00 I 0009200833 0044 Transaction(s) polled £3,592.19 27-Sep-00
by TIP but not by
HAPS.
21-Sep-00 I 0009212227 0044 Transaction(s) polled £20.00 28-Sep-00
by TIP but not by
HAPS.
22-Sep-00 I 0009220544 044 Transaction(s) polled £2,824.21 Re-instated
by TIP but not by ‘on request
HAPS. from PON
Date HSH Class Code] Class Description I Exception Value I _ FAD Date Cleared By Agreed Closure I Comments] TP REF
Received Reference PW Date
29-Aug-00 I 0008292322 0045 Transaction(s) polled £6,384.98 I 051008 06-Sep-00
by HAPS but not by
TIP
01-Sep-00 I 0009011008 0045 Transaction(s) polled £83.00 19-Sep-00
by HAPS but not by
TIP
19-Sep-00 I 0009192199 0045 Transaction(s) polled £3,794.19 20-Sep-00
by HAPS but not by
TIP
21-Sep-00 I 0009211204 0045 Transaction(s) polled £2,182.23 28-Sep-00
by HAPS but not by
TIP
28-Sep-00 I 0009280977 0045 Transaction(s) polled £121.31 29-Sep-00
by HAPS but not by
TIP
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 38
ICL Pathway
Customer Service
Management Support Unit
MONTHLY INCIDENT REVIEW
POL00029221
POL00029221
Ref: CS/REP/077
Version: 1.0
Date: 07.12.00
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure Comments TP REF
Received Reference Pw Date
04-Sep-00 I 0009040477 I 0050 Duplicate AP £64.95 I 197242 (04-Sep-00
transaction
30-Aug-00 I 0008302901 0050 Duplicate AP £10.00 I 274136 06-Sep-00
transaction
08-Sep-00 I 0009062898 0050 Duplicate AP £75.28 I 164247 08-Sep-00
transaction
18-Sep-00 I 0009182308 I 0050 Duplicate AP £81.97 I 383632 19-Sep-00
transaction
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure Comments: ‘TP REF
Received Reference Pw Date
01-Sep-00 I 0009010494 0058 Mandatory 01-Sep-00
transaction column is
missing / null
12-Sep-00 I 0009120193 I 0058 Mandatory £31.16 I 142023 12-Sep-00
transaction column is
missing / null
19-Sep-00 I 0009151104 I 0058 Mandatory -£119,731.90 I 299642 19-Sep-00
transaction column is
missing / null
19-Sep-00 I 0009151096 0058 Mandatory £10.00 I 079130 19-Sep-00
transaction column is
missing / null
19-Sep-00 I 0009151097 I 0058 Mandatory £21.57 I 398422 19-Sep-00
transaction column is
missing / null
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure Comments: TP REF
Received Reference PW Date
05-Sep-00 I 0009050817 0059 APS validation error 05-Sep-00
14-Sep-00 I 0009141978 0059 APS validation error 14-Sep-00
Date HSH Class Code Class Description Exception Value FAD Date Cleared By Agreed Closure ‘Comments: ‘TP REF
Received Reference PW Date
01-Sep-00 I 0009010760 0060 APS reconciliation £19.95 04-Sep-00
error
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date HSH Class Code I Class Description I Exception Value I FAD Date Cleared By ‘Agreed Closure I Comments I TPREF
Received Reference PW Date
07-Sep-00 I 0009071200 0060 APS reconciliation £57.00 07-Sep-00
error
11-Sep-00 I 0009112377 0060 APS reconciliation £0.00 15-Sep-00
error
12-Sep-00 I 0009120948 0060 APS reconciliation £0.00 15-Sep-00
error
05-Sep-00 I 0009050876 0060 APS reconciliation £13.00 15-Sep-00
error
08-Sep-00 I 0009081651 0060 APS reconciliation £0.00 15-Sep-00
error
08-Sep-00 I 0009081671 0060 APS reconciliation £102.00 15-Sep-00
error
14-Sep-00 I 0009141963 0060 APS reconciliation £0.00 15-Sep-00
error
18-Sep-00 I 0009181190 0060 APS reconciliation -£145.00 20-Sep-00
error
18-Sep-00 I 0009181171 0060 APS reconciliation £61.99 20-Sep-00
error
19-Sep-00 I 0009192265 0060 APS reconciliation £0.00 20-Sep-00
error
22-Sep-00 I 0008292528 0060 APS reconciliation £0.00 28-Sep-00
error
August 2000
Date HSH Class Class Description Exception Value I FAD Date Cleared by Agreed Closure Comments TP REF
Received Reference Code PW Date
18-Aug-00 0008180846 0018 Customer / Client enquiry £0.00 I 348632 I 18-Aug-00
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 40
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date HSH Class Class Description Exception Value I FAD I Date Cleared by ‘Agreed Closure Comments TP REF
Received Reference. Code PW. Date
31-Jul-00 0007281874 0019 Receipts and Payments do £93.75 I 265406 I 01-Aug-00
not balance (migration)
31-Jul-00, 0007281907 0019 Receipts and Payments do £7,362.72 I 148013 I 01-Aug-00
not balance (migration)
31-Jul-00, 0007281912 0019 Receipts and Payments do £2,236.34 I 150013 I 01-Aug-00
not balance (migration)
11-Aug-00 0008110387 0019 Receipts and Payments do £35,114.00 I 358427 I 11-Aug-00
not balance (migration)
25-Aug-00 0008250749 0019 Receipts and Payments do £44.81 I 218518 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250753 0019 Receipts and Payments do £60.00 I 233406 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250756 0019 Receipts and Payments do £6,290.68 I 219518 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250768 0019 Receipts and Payments do £4,607.32 I 106002 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250775 0019 Receipts and Payments do £3.00 I 151002 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250761 0019 Receipts and Payments do £59,940.82 I 392549 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250777 0019 Receipts and Payments do £2,119.00 I 160002 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250767 0019 Receipts and Payments do £8,050.09 I 105002 I 25-Aug-00
not balance (migration)
25-Aug-00 0008250778 0019 Receipts and Payments do -£500.00 I 007002 I 29-Aug-00
not balance (migration)
25-Aug-00 0008250758 0019 Receipts and Payments do £198.65 I 363549 I 30-Aug-00
not balance (migration)
25-Aug-00 0008250783 0019 Receipts and Payments do -£8,002.50 I 016003 I 31-Aug-00
not balance (migration)
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
41
POL00029221
PoOL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
Date HSH Class Class Description Exception Value I FAD I Date Cleared by ‘Agreed Closure Comments TP REF
Received Reference Code PW Date
24-Aug-00 0008241377 0020 Receipts and Payments do £3,656.02 I 180820 I 25-Aug-00
not balance (post migration)
25-Aug-00 0008250784 0020 Receipts and Payments do -£116,619.84 I 131820 I 29-Aug-00
not balance (post migration)
29-Aug-00 0008290570 0020 Receipts and Payments do -£36.85 I 209548 I 31-Aug-00
not balance (post migration)
Date HSH Class Class Description Exception Value I FAD Date Cleared by Agreed Closure Comments TP REF
Received Reference Code PW Date
31-Aug-00 0008311777 0044 Transaction(s) polled by TIP. £8,666.17 31-Aug-00
but not by HAPS
Date HSH Class Class Description Exception Value I FAD Date Cleared by Agreed Closure Comments TP REF
Received Reference Code PW Date
21-Aug-00 0008210043 0050 Duplicate AP transaction £14.20 I 128844 I 21-Aug-00
23-Aug-00 0008232533 0050 Duplicate AP transaction £52.26 I 348309 I 29-Aug-00
Date HSH Class Class Description Exception Value I FAD Date Cleared by Agreed Closure Comments TP REF
Received Reference Code PW. Date
09-Aug-00 0008091311 0058 Mandatory transaction column £26.00 I 169327 I 09-Aug-00
is missing / null
31-Aug-00 0008300525 0058 Mandatory transaction column £0.00 31-Aug-00
is missing / null
31-Aug-00 0008310736 0058 Mandatory transaction column £0.00 31-Aug-00
is missing / null
© 2000 ICL Pathway Ltd.
COMMERCIAL IN CONFIDENCE
42
POL00029221
POL00029221
ICL Pathway MONTHLY INCIDENT REVIEW Ref: CS/REP/077
Customer Service Version: 1.0
Management Support Unit Date: 07.12.00
5. NOVEMBER 2000 - KEY INCIDENTS REQUIRING DISCUSSION
BIMS Reference Summary Recommendation
None
© 2000 ICL Pathway Ltd. COMMERCIAL IN CONFIDENCE 43