POL00043699
POL00043699
~8 AUG 1999 . 73S ee
r P@ST."
Electronic memo
To Keith K Baines/POCL/POSTOFFICE@POSTOFFICE
cc Min Burdett/POCL/POSTOFFICE@POSTOFFICE, Jeff Austin@MAILHUB, Tony
Hougton@MAILHUB
Hard Copy To
Hard Copy cc
From John Meagher/POCL/POSTOFFICE
Date 05/08/99 17:01
Subject Matching acceptance criteria to acceptance incidents
Keith
Initial results from the exercise of identifying additional acceptance criteria to our existing
acceptance incidents indicates that there is an opportunity for additional criteria to be added
and therefore potentially additional acceptance incidents to be generated.
Taking acceptance incident 211 - one where we expected additional criteria to be available - we
have now matched the incident to 5 criteria. Whilst in theory this could therefore result in 5
incidents, the risk we run if we were to split the incident in this way is that we then reduce the
severity of the incidents from a Medium to a Low.
lam happy to discuss with you the results of the work so far with a view to considering the
extent to which we continue and how we use the information we have.
John
This table includes the following incident. categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
POL00043699
POL00043699
From Solem Manylar 518194
Tranche 2 Acceptance Incident Workshop 4th August mt
4 Monitoring with a view to closo 8 Closed pending Joint action,
5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop
6 Closed pending Pathway action 9B Timely resolution in doubt. To be reviewed at T3 workshop
7 Closed pending POCL action 10 Incident status and/or severity disputed
neroneriaches ORKSI ionl® a eSeeats WORKSHOPS
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TIP. 342 _ITIP data file delivery SLA breach Pending I High/Med 3 Medium I Medium 4 IPOCL to review Pathway analysis
Duplicate records and files over TIP Pathway analysis to be reviewed and fix monitored in live
TIP 361 _IInterface. None High/Med 3 Medium I Medium 1 environment
Late transactions over 9 days old on 4% Pathway to provide POCL with ‘drop dates' for fix. Review with
TIP. 371_IHAPS system. Pending I High/Med 72 Low Medium 96 __IPathway 6/8. POCL to ensure monitoring occurs post-fix.
7 [Palhway to provide enhanced analysis of underlying problems
jand avoidance agent functionality by 4/8, Codified workaround
Derived cash account not equal to Can) lat agent level implemented 3/8; monitoring results prior to
TIP. 376 [electronic cash account Pending High 3 High High ) issuing full analysis.
(a Cause of problem understood. Pathway do not intend to fix this
[AIS contravention/Data Integrity on theI q las a priority task due to low rate of occurrence. Pathway
TIP. 378 Icash account (TIP) Pending I High/Med 3 Low Medium $B’ __Ireviewing this further.
Receipts and payments not equal on Rectification monitoring ongoing, No instances of problem
IEPOSS 211 Icash account Medium_I_Medium 4 1 identified In last CAP.
Differences in reprints of Cash Similar to Al 211. Rectification monitoring ongoing. No
IEPOSS 394 [Account report & the original report Pending I High/Med T2 None Medium 4 instances of problem identified in last CAP.
Page 4
This table Includes the following incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ soverity by POCL and Pathway
2 Agreed ‘Low’ severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
Tranche 2 Acceptance Incident Workshop
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed penging POCL action
8 Closed pending Joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
‘9B Timely resolution in doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
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e
4th August ‘9!
FORE: TRANCHE 2, WORKSHOP, se
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Training course improved In classroom situation; data being
Training course Cash Account module gathered from tive environment; report due 11/8 but POCL to
Training 218 Iinadequate. Medium (Cigh Y T2 9G lendeavor to issue report sooner.
Ld
User contingency / disaster recovery
[Training 266_Idocumentation missing. Low High/Med T2 : Z Calum Cralg to define Issue and liaise with training staff.
Inconsistencies between .
documentation, training system & Pathway analysis under review by POCL; expect to close
Training 364 _Imode . Pending I Medium T2 Low 4 incident following review of training mode next week.
Verification of outlet modification work Pathway documentation due 28/7 (now overdue);expect to
Rollout 354 inadequate. Low Medium 9 9G__Iclose Al; to be reviewed at T2 workshop
Process for Service Infrastructure IPOCL intend to close incident by 6/8 if Pathway provide
Rollout 355 installation inadequate. Low Medium 9 9G completion packs by 4/8.
Work completed in outlets does not :
Rollout 357_Imeet required standard Low Medium 3 9G__IAs per AI35S
Pathway have now supplied 2 documents with regard to LT2
Systems management (not all 299 HS upgrade. POCL to review documents and respond; also,
Rottout 372 Ioffices successfully upgraded to LT2) I Pending I HigMed 12 a 98 _ [Pathway to re-Issue analysis by 4/8.
Pago 2
ci
This table includes the following incident categories:
0. Agreed ‘High’ sevority by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low’ severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
Tranche 2 Acceptance Incident Workshop
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
POL00043699
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4th August '99
8 Closed pending joint action _
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution in doubt. To be reviewed at T3 workshop
10 Incident status and/or severity disputed
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Pry, Arycand % lake ok Sr Owe down O94
Policies & HCI Specification is deficient in - Nowe Low POCL (Min Burdett) reviewing additional Pathway analysis; to
Standards 333_limplementation definition. None Highi/Med 9 MediGm 9B bo reviowed at T3 workshop
Policies & Horizon system usability evaluation IPOCL (Min Burdett) reviewing additional Pathway analysis; to
[Standards 406 _Ishows criterion ro: HCI not mot. Pending _I_High/Med. T2 None Medium 9B __Ibe reviewed at T3 workshop.
Physical Security of Lytham St Annes 4 Pathway expect be Installed shortly; POCL will close Incident
Security 368 _IComputer Room Low Medium 2 9&6 __Iwhen Pathway confirm installation is complete.
[Deficiency In physical security at Avs QG _Ipathway analysis now received; Bob Booth to meet with
Security 391 _IBootle & Wigan Pending I High/Med T2 Low al Pi] Pathway on 5/6 Aug to agree rectification work,
Poor practice in respect of Low ~ Pathway analysis now received; Bob Booth to moet with
Security 392_Imanagement of computer rooms. Pending I High/Med 72 Low 2 Pathway on 5/6 Aug to agree rectification work.
lAbsence of regular/ongoing security 2% IPathway analysis now received; Bob Booth to meet with
Security 393 audits or inspections of A&L sites ~Pending I High/Med 72 Low Lows 98 _IPathway on 5/6 Aug to agree rectification work.
Pathway to provide new analysis by 6/8 with enhanced detail
lon CSR¢+ fix and practicality of fixing in CSR; expect to reduce
APS 390 _IRecovery of APS transactions Pending 2 Low Medium 9G_ Ito ‘Low severity when analysis received.
Page 3
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. te
Tranche 2 Acceptance Incident Workshop Ath August ‘99
This table Includes the following incident categories: . - oy
0 Agreed ‘High’ severity by POCL and Pathway 4 Monitoring with a view to close 8 Closed pending Joint action
1 Agreed ‘Medium’ severity by POCL and Pathway 5 Closed 9G Timely resolution forecast. To be reviewed at T3 workshop -
2 Agreed ‘Low severity by POCL and Pathway 6 Closed pending Pathway action 9B Timely resolution In doubt. To be reviewed at T3 workshop
3 To be addressed at TIP meeting on 29 July 7 Closed pending POCL action 10 Incident status and/or severity disputed
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EFOREsT! RANCHE2 WORKSHOPI ss nebsere
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Pathway analysis to be evaluated and monitoring will continue
Duplicate AP transaction reference Lod QGY — lintivo environment. Calum Cralg and Steve Warwick to
APS 395 _Inumbers Pending _I_High/Med Mesfum I tedium 23 __Idiscuss.
POCL Infra 199 IDispute over TMS/OPS boundary None Medium 10 9G Expect to revise severity to ‘Low’
Inappropriate / unintelligible counter Pathway analysis outstanding; expect analysis by 6/8;currenlly
POCL Infra 297_Isystem error messages. Pending _I_High/Med 9 Low 9B being monitored In live environment.
Counter system subject to lockups & l ) 4 I A Pathway analysis outstanding; expect analysis by 6/8;currently
POCL Infra 298 Iscreen freezes requiring re-boots. Pending I High/Med 9 9B being monitored in live environment.
Bal & Incident to be closed pending satisfactory results from
POCL Infra 300 _ISystem lockups on printer failure Pending I High/Med 4 monitoring In live environment
: 4B incident to be closed ponding satisfactory resulls from
IPOCL Infra 301 [Printer failure integrity problems Pending I High/Med 4 a monitoring in live environment
Provision of tech. documentation for Yo aa) IPOCL to provide specific detail to Pathway by 6/8 for review at
POCL Infra 314 ITP suppliers inadequate. Pending I High/Med 9° None 9B IT3 workshop
Pago 4
“a
Tranche 2 Acceptance Incident Workshop
This table includes the following Incident categories:
0 Agreed ‘High’ severity by POCL and Pathway
1 Agreed ‘Medium’ severity by POCL and Pathway
2 Agreed ‘Low severity by POCL and Pathway
3 To be addressed at TIP meeting on 29 July
4 Monitoring with a view to close
5 Closed
6 Closed pending Pathway action
7 Closed pending POCL action
& Closed pending joint action
9G Timely resolution forecast. To be reviewed at T3 workshop
9B Timely resolution in doubt. To be reviewed at T3 workshop
10 Incident status and/or soverity disputed
4th August 2
POL00043699
POL00043699
eats ay ARTERSTRANCHES "
See ea GATS PAS PATER TRANCHE 2S
BEFORE TRANCHE WORKSHOBIS ee: fe :
Sevorlly epics Iworityal Renee Vonl Pana Roamans PERCE
Sieoany’ Faas PWY)t See Ee AT an eee
Scanner reliability in relation to OBCS: ~ [Dave McLaughlin to review Pathway report on OBCS scanner
POCL Infra__I_369 Itransactions Pending _I_HighiMed T2__I..-None performance.
.
a
Were Ha usectea (18 Ary)
POCL Infra 384 _ISequent failover time Pending High T2 ~ Low thy POCL to raviow Pathway analysis
Failure of the Horizon System .
Service LevelsI_408 {helpdesk to support the network Pending I_ Medium . Medium [Subject to ongoing monitoring.
r
Unresolved I-
IKPR entries bal fa
Page 5
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