POL00393787
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Business Service Management Service Reporting,
Horizon Programme
Business Service Management
Management of the Live Environment
Report No 31 - March 2000
Richard Butler
4 Danny Corry.
10
te 1770472000 Tssued
¥___I Adele Kilcoyne
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POL-BSFF-0220465
Business Service Management
CONTENTS
_ SECT PAGE NO.
1.0 Purpose 3
2.0 HSH - Quarterly Statistics 4
2.1 Percentage breakdown of calls over 5 weeks 5
2.2 HSH breakdown of call figs for March 6
2.3 Pie chart to show % of calls per category 7
3.0 NBSC - Quarterly statistics 8
3.1 Percentage breakdown of calls over 5 weeks 9
3.2 NBSC breakdown of calls for March 10
3.3 Pie chart to show % of calls per category in
3.4 PO Customer Management (Tier 1) u
3.5 Tier I incidents resolved in March 12
4.0 Transaction Processing 13
4.1 Extra staff required in TP 14
4.2 Overall c/a learning curve for CLASS errors 15
4.3 Forecast Increases in Errors 15
4.4 Level of manual amendments on a paper copy 16
of the electronic cash account.
5.0 T.LP. Interface 17
6.0 Outlet Systems Group Summary 18
6.1 HAPS 19
6.2 EPOSS 20
6.3 OBC 21
7.0 Problem Management 22
7.1 Volumes of PONU Problems 22
7.2 Volumes of ICL Pathway Problems 22
7.3 Problems open for 6 months & update 23-24
7.4 Problem Management CSF’s 25
7.5 Graphs showing problems over 5 Months 25
8.0 Non Conformance Polling 26-27
9.0 Change Implementation 28-29
Appendix A - Definition of terms 30
Appendix B - Call type definitions 31
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Service Reporting,
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Business Service Management Service Reporting,
1.0 PURPOSE
The purpose of this report is to provide information regarding management of
the live environment and the effects of Horizon on individual business units.
The critical success factors (CSF’s) within the report are intended to highlight
the impacts on areas of key performance as defined by business units.
It is really about where we are ‘feeling, the pain’ - as historical data builds up
we will be able to analyse and report trends more effectively.
This report also contains performance statistics for the Horizon System
Helpdesk (HSH) and Network Business Support Centre (NBSC) to provide
visibility of potential problems. These will be analysed in relation to the CSF’s
to identify potential links, which in turn will feed into the service
improvement process.
The Horizon Service Review Framework provides a basis for improvements
on Service failures to be progressed.
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Business Service Management
Service Reporting,
2.0
HORIZON SYSTEM HELPDESK:
Source, Jez Murray ICL Pathway.
Total v's Average calls to HSH over the last Quarter
8000 3
7000
25
6000
2
5000
4000 15
3000
1
2000
0.5
1000
ON 9 eu ¢ F&£ 2 2 7
§ 2s 6 8 3 3B EE GE
& 2 8§ § 2@ 3 F 2 F § BF 2
2 ~ 6 F & 8 &S S&S 8 8 § &
"ge" @ se gf EE &
z x “ SN € &
a Total
=e Average calls HSHI
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Business Service Management Service Reporting,
2.1 Percentage breakdown of Calls for March
100%
80%
'D Softw are
60% 1B Other
Cash Account
D Operations
40% @ Hardware
@ Advice and Guidance
20%
0%
28Feb-Sth March 6th-12th March 13th-19th March 20-26th March 27Mar-2nd April
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POL-BSFF-0220465_0004
Business Service Management
2.2 Number of calls to HSH and breakdown of categories for March.
wie office I 06/02 office wie wie wie wie whe
wie whe I ayoyoo I 107/00 aryayoo I mw I wie
_o6ryoo aa
Breakdown of call stats for March
3000
2500
2000 ca cals wic2er0200
ca cats w/cos/0300
1500 Bota cats wic1s/0300
Boa cats w/c20r0300
1000 mt Toa cats w c27/0300
500
° ©
eg o¢ § x 2 2 § 2 2 =z
eg og § 2 8 @ ¢§
6 €$ & #4
= g ° 5 a
E & 8
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Business Service Management
2.3 Pie chart to show percentage of calls per category for March 2000
Breakdown of Call Stats for March
Cash Account
13%
Advice & Guidance
40%
Software
16%
Security
0%
Other a
rdw are
12% Operations Network em
13% 0% implementation
1%
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Business Service Management Service Reporting,
3.0 I NETWORK BUSINESS SUPPORT CENTRE.
Total v's Average calls to NBSC over the last Quarter.
8000 35
7000 '
6000
25
3
5000 H
FY 2 é
8 3 [mmm Totals
§ 4000 2
3 § [MP Av. calls per outlet
2 153
3000
18
2000
1000 05
are g 2 2 0 6 aie
SSSSSSRRRRET TERE RRER EES
Sersaetseezgsergseeagzzz ia
2g7s3§ peed egeigsess oneal
es PN gees eer a seeeges ss
s ° Zag =
Date
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POL-BSFF-0220465_0007
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Business Service Management Service Reporting,
3.1 Percentage breakdown of calls to NBSC
A Graph To Show Percentage Of Calls Made And Which Category
100%
90% Other
Office Process
70%
q 60% Client Counter Procedures
FI
3
6
g oe WSwitchboard Calls
3 40%
° BHorizon
30%
20%
10%
0%
28 Feb-5 March 6-12 March 13-19 March 20-26 March 27 March - 2 April
Week Commencing
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Business Service Management
3.2 Number of calls NBSC and breakdown of calls for March period.
aa ae od ais ae
= atte vtfee : otic
wie en office whe
06/03/00 wie 27/0300
fen
I ae rr oo a ESE CES
Ghent counter} “110203 7 same] sr 0657 3
procedure
Local Schemes B 0.007 ‘001 oo 0.019 78 0.019 133 0.029
Oifice process [005 aa ca] ee I ae]
Swittibownd [a wpe ea
Complanis™ 3a co] ao a 9s
Utilities/ 35 0017, 001 a7 ‘0.010 Ed 0.009 co ‘O01T
Electricity
Utilities / Gas 19 0.006 20 0.005 EJ 0,007 Ed 0.009 EJ 0.008
Cities) Water [1p ams I a2 I os] 00s 5 as a as
TOTAL CALLS I_I ass] aos I ae] ase as] ae
MIGRATED a a
omnicrs
“Switchboard calls (greater than 100) for March
152 103
100 237,
40 390
146 252,
** Complaints have only been recorded by the NBSC since the beginning of this month and a review is
now being out to check that these calls are now being accurately recorded and coded, However, based on.
this initial analyiss 50% of these calls relate to the performance of the Horizon System Helpdesk.
Breakdown of calls Stat to NBSC
oso
x10
200
‘0 pnerohangermsi
cat per ren wiz70300
‘0
00
oar p i 4
{ 5 2 3 &
2 y 8g 2 5 7 Es
he 3 2 i j
é
onan
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Business Service Management
3.3 Pie chart to show Monthly breakdown of calls to NBSC
March Monthly Breakdown
Utiities/ Bectricity
1%
Switchboarst Complaints Utes / Gas
13% 1% bid
Office process =:
13% yyy
Local Schemes
1%
Cient counter
procedure
21%
3.4 Post Office Customer Management Tier 1
NBSC - Incident Resolution
Time] 0-15] 15-30 ]05-1 ]1-15 ]is-2 ]2-3 ]a-4
takento I Minutes I Minutes I Hour I Hours I Hours I Hours I Hours Week+
Tier1 I 84% I 4% I 4% I 2% I 1% I 1% I 0.7% 0.2%
Tier2 [28% [I 27% [21% [ 7% I 3% I 2% I 1% 0.5%
NBSC CSF’s
Measure Target_[ JANUARY I FEBRUARY [MARCH
End Users (Quantitative) % % %
Calls answered within 15 35% 92% 86%
seconds
%Calls answered <1 minute I 95% 38% 36% o%
‘Overall % Abandoned E5% 2% 3% 2%
% Incidents resolved at Tier 1_I 75% 37% 2% o%
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Business Service Management Service Reporting,
3.5 Tier 1 Incidents resolved in March
((see Appendix A for definition of Tier 1/Tier 1 Admin)
Percentage of Incidents Resolved by Tier 1 between 01/03/2000 and 31/03/2000
100
a
D Tiert Admin
[rarget = 75%
resolved at Tier 1
I 01/03/2000 06/03/2000 11/03/2000. 17/03/2000 23/03/2000 29/03/2000 I
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Business Service Management Service Reporting,
4.0 TRANSACTION PROCESSING
This information has been supplied by Lynn Kelly
Current Status - GREEN
Extra Staff Rea TP
TNT FOI Lary
[Original Forecast 0 I 100 I 200 I 270 I 320 I 960 I 360 I 370 I 380 I 200 I 380 I 960 I 0] a0 I a0 I 270 I 120] 150] 70 I 40 I 20
Latest Forecast 310 I 360 I 37.0 I 390 I 400 [ 400 [410 [ 400 I 340 I 350 I 350 I 290 I 210 I 150 I 100 I 60 I 30
[Actual 0 I 90 I 175 I m0
* Figures stated are for the beginning of each month
Comments
- First tranche of staff in post to cope with the increase from Horizon offices now. Staff on a panel for the increases expected during April & May 2000.
- Extra staff numbers forecast in July, August and September onwards due to the latest increases in the length of the learning curve. However, restricting the learning curve to an
analysis of the errors produced in the last 15 weeks, indicates the latest extra staff numbers forecast to be closer to the original.
- More staff will be required at the end of the roll out timetable for extra on-going work (completing table 12 parcel income figures) on Horizon offices now.
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Business Service Management Service Reporting,
Errors
1. Qverall Gash Account Learning
Per Office
iy Curve for CLASS Errors Eee I
is Manual Basel
14
12
10
08
06
04
02
00
102 8 4 5 6 7 8 9 0 1 2 9 4 1 6 7 18 19 0 2 2 2B m4 2B 2w
Weoks After conversion
‘Comment
“This is a revised learning curve based on errors produced in the last 15 weeks at Horizon offices. The height of this curve is not as severe during the early stages after
‘conversion as that previously used.
- The length of the current learning curve is at least 20 weeks and the level of outlets in the sample gives confidence that this is statistically sound. The tal of the learning
‘curve remains well above the baseline for over 20 weeks after conversion. I this continues, then the effect on TP extends to September 2001
- From the limited information available for converted offices at the moment, the learning curve is assumed to return to the manual baseline after 30 weeks.
Summary of Early Learning Curve Information
Week After
Conversion I _1 a 3 ‘ ; G
CIASS Errors I (Baseline 063) I 162 I 163 I 158 I 15 I 13 I 1.9
Produced
- Average number of errors produced for Horizon offices based on CBDB data forthe last 15 weeks (weeks 38 - 52).
'- Manual Baseline before Live Trial / NRO calculated at 0.63 CLASS errors per office.
- The dotted line indicates estimates due to limited information available (less than 200 offices).
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POL-BSFF-0220465_0013
Business Service Management
Service Reporting,
Extra Errors
Per Week
5000 +
2. Forecast Increase in CLASS Errors at Horizon Offices
Latest Forecast
Orig
I Forecast
ry
&
verve I
verse I
wr,
with,
wre
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F e ¢ ¢ ¢ 8 ¢ € € € ¢ ¢ € @€ @ es g 8
og € # ££ £ 8 2 ¢ 3 8 &@ & € & & # & # §
Notes
= Original Forecast uses Live Trial \ National Roll Out info as at start of January 2000
- Latest forecast based upon learning curve calculated from CBDB data for weeks 38 - 52, with the learning curve.
‘extending for 26 to 30 weeks before Horizon offices return to / below the manual baseline.
Actual Errors for weeks 46 to 52
Week 46 I Week 47 I Week 48 I Week 49 I Week 50 I Week 51 I Week 52.
7-Feb-00 I14-Feb-00I21-Feb-00 I 28-Feb-00 I 06-Mar-00 I 13-Mar-00 I 20-Mar-00)
INo_ of Horizon Errors: 3154 4389) 5073, 4318, 5144 4953, 5140
Forse IINo-of Horizon Offices [2258 2522, 2829) 3137 3435) 3746 4052,
[Errors Per Horizon Offic 1.40 1.74 1.79 1.38 1.50 1.32 1.27
“ieeelseI I Comments
- Longer learning curve causes latest forecast figures to be greater than original forecast
a + Latest Forecast drops below the manual baseline in Sept 2001 because of the fall in Misbalance errors as a
Sa & I Fesult of Horizon.
e F &
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POL-BSFF-0220465_0014
Busine:
s Service Management
Service Reporting,
4.4 Level Of Manual Amendments on Paper Copy of Electronic Cash Account
MAY-99 ]JUN- I JUL-99] AUG- [SEPT- [OCT- INOV- IDEC- IJAN- I FEB-O0 IMAR- I APR- I MAY
99 99 99 99. 99 99 00 00 00 -00
Number of 307 m3 (378 (I 204 4B 1056 [1515 I 740 377,—«(372—=« 778
Amendments
% Automated 168% [20.9% [144% [113% [124% [ILO% I6e% [42% [27% [26% [24
Outlets Making
Amendments
Comments
The main cause of the problem is that many tables on the Cash Account are not mandatory for completion and some postmasters are realising this,
once the account has been printed, thus the information has not been captured.
Impact
* Extra resource needed to input data into the system.
* Client Information distorted if not completed.
* Postmasters pay impacted - knock on effect could be more challenges on remuneration to TP
Recent figures show a considerable improvement over earlier months
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Business Service Management Service Reporting,
5.0 TIP Interface
The TIP Interface information supplied by Martin Box
Griteria Tligh level description of issues which prevent the Status of previous
criteria being Green. Reports
1 293
l* 97% of sub files are received from Pathway by day B © [Pathways SLA’s for March-P.O.C.L’s derived SLA’s olololo
J+ 99% of sub files are received from Pathway by day C A DaycsexI AlAlAI A
J+ 100% of sub files are received from Pathway by day D [Day D 99.79% Day D 99.24%
GREEN: Current status indicates that there are no known issues.
AMBER: Current status indicates that there are some known issues (but not signifi
RED: Current status indicates that there are major issues.
int issues and there are actions in place to resolve these).
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POL-BSFF-0220465_0016
Business Service Management
6.0
OUTLET SYSTEMS GROUP
Critical Suecess Factors for Horizon.
Source : Paul Sumner/ Jeannette Strong, Outlet Systems Group
*Definition Of Status
GREEN: Current status indicates that there are no known isstes.
AMBER: Current status indicates that there are some known issues (but not significant issues and there are actions in place to
resolve these).
RED: Current status indicates that there are major issues.
WHITE: Work has not begun on the criteria and the status is therefore unknown,
Summary :
Area é ‘Status of Previous Reports
‘OSG Overall [ mr)
G IG
Work Areas :
HAPS 0/90
G I G
OBC - EPOSS comm)
G
OBC-March CTO I @ I @®
G IG
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Business Service Management Service Reporting,
6.1 OSG Critical Success Factors for Horizon
Area : HAPS
Criteria Weightin I High level description of issues which Status of previous
g prevent the criteria being Green. Reports
A 2 3 4
Timescales for file delivery i.e. normally by [) 25 All OK ts)
23:59 on Day A, in "exceptional rj c
circumstances by 03:00 on Day B (As
detailed in OLA for AP Service)
ICL Pathway Management Support Unit oO 5 All OK [ )
reports received by OSG daily by 10am.
ICL Pathway Management Support Unit (+) 5 All OK (+)
reports to match the appropriate transfer fle I c
contents.
Transfer Files returned to ICL Pathway with ls) 20 All OK ls)
an "Error" status, should be returned to
HAPS on Day B (the txns. would be
harvested by ICL Pathway on Day A)
Targets for delivery of txns. to clients, for [ ) 20 ‘Average for month: @
txns performed at the counter on Day A ”A Day B - 98.7% ‘A
Day B - 97%, Day C - 99%, Day D - 100% Day C - 99.5%
Day D - 99.8%
Transaction delivery targets missed on 14
days out of 24. Tracked under OSG P101
Non-polled Office Report detailing offices [) 5 All OK Ts)
that appear more than onee (as 1 day) ina c c
seven day period, to be delivered daily to
OSG by ICL Pathway.
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POL-BSFF-0220465_0018
Business Service Management
Service Reporting,
6.2 Area : OBC - EPOSS
Criteria Weightin I _ High level description of issues which Status of previous
g prevent the criteria being Green. Reports
4 2 3 4
7 POCL Business Centres to initiate product [ j 1 I Anumber of OBC's have been received late I @
changes so as to meet the agreed OBC r with little or no impact. ri
timescales
2 ICL Pathway delivering amended Reference I @ 70 I ANOK [")
Data so as to meet the agreed OBC
timescales.
3, POCL Reference Data Team sending data to [ ) 15 3 changes sent through with an urgent request [.)
ICL Pathway so as to meet the agreed OBC. had still not been done 1 week later. No
timescales adverse impact.
4, I OSG to manage product changes so as to ls) 70 [I ANlOK [")
meet the agreed OBC timescales. c c
5. Number of keying errors by POCL Reference [ ) 5 ‘A number of keying errors have been identified @
Data Team, 1 by OSG. One has resulted in PinICL 40065 1
being raised and a recurring error is being
tracked under OSG P185, BSM Problem
No.10000092
6. Number of reference data Type C errors by [ ) 20 2 errors with little or no impact [)
ICL Pathway.
7. _ I Downtime of Verification terminals due to Ts) 25 AIOK [s)
hardware/ software issues, tobe no more than I “Gq 3
10% of available working time.
Overall
Status : ®
A
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Business Service Management Service Reporting,
6.3 Area : OBC - AP (April Client Take On)
Criteria Weighti I High level description of issues which I Status of previous
ng prevent the criteria being Green. Reports
A 2 3 4
1 CTO packs to OSG by - 31/01/00 ts) 8 All OK (+)
G G
2. OBC9's to ICL Pathway & OBC4/5's to [) 8 All OK (+)
RDS team by - 08/02/00 re re
3 Reference Data to be with ICL Pathway by 8 I ANOK
4. Test cards to be with ICL Pathway by - 8 IAIOK
21/02/00 e )
5. ICL Pathway Test File & Verification ts) 8 All OK [s)
Report to be delivered to OSG by - ro c
09/03/00
6 Number of errors found during initial [) 5 I Berrors. Noimpact [)
verification process
7. File sent to Girobank by -15/03/00 ts) 25 All OK (+)
S G
8. Number of clients not authorised for [) 30 I AlOK [s)
release, or authorised with a known ref. ro c
data fault for - 28/03/00
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POL-BSFF-0220465_0020
Business Service Management
7.0
PROBLEM MANAGEMENT - Business Service Management
Problem Management enables us to keep up to date with any problems or concerns
regarding the Horizon System. A problem is formed by a regular occurrence of a
similar incident which is then transferred to Problem Management from the Incident
Management team. Not all problems are included in this summary however details
are available on request.
A summary of P.O.C.L’s problem database at the end of February is shown in the
table below. This data is retrieved on a monthly basis by a problem manager and
then analysed by a member of the Supplier Performance Team.
21 8
7.1 Volumes of PONU Problems opened/closed during March 2000
72
10/03/2000 2 7
17/03/2000 3 10
24/03/2000 2 4
31/03/2000 4 i
Volumes of ICL Pathway Problems opened/closed during February 2000
10/03/2000 1 E
17/08/2000 0 1
24/03/2000 0 0
31/03/2000 1 2
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Service Reporting,
7.3 Listed below are the details for the problems which have been open for 6 months or more:
10000005 [Receipts I Phil 24/05/1999 I ¢ PON are now reassessing their position and requirements for Receipts
and Turnock I 30/04/2000 I and Payments misbalances.
Priority I payments
-3 do not
match ON
Migration
week
10000013 I Bureau de I Mick 04/08/1999 I * Current ATP is being, brokered as being the best solution available. Slow
change Theobald I 31/03/2000 I progress being made..
transactions on
the cash
account
0000014 [Girobank I Dennis I 19/08/1999 [A review meeting, was held with Girobank on 4® April 2000, to progress this
forms tobe IWong I 31/05/2000 I problem further and raise the existing embargo on the remaining Horizon
used on offices not using, the Ecco+ style PDR’s (2,277), the following, was agreed.
Horizon
system * Existing Horizon offices not using the PDR’s will be rolled out at the rate
(PDR’s) of 200 per week, w/c from 8 May. Error rates will be monitored by
Girobank and fed back to PON. Rollout will be dependant on error rates
proving acceptable.
* 42,000 Greyscale print guides will be produced and laminated to maintain
colour stability and be issued to HFSOs/trainers/etc. However final
agreement on the form itself needs to be finalised. Deliveries will be by
the middle of May for distribution by Swindon.
Current error rates were discussed with evidence of presentation mistakes.
A high incidence of reversal problems were shown on the accompanying
paperwork. Investigation of further evidence to be provided by Giro will be
carried out to determine what the root cause is.
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The outcome of the meeting was extremely positive, however, this could
be jeopardised by the following:
¢ Internal Account Management agreement to the deployment of the
greyscale print guide, there is concern that this will result in the
printer ribbons being, changed too frequently when they appear to be
acceptable to the human eye.
© The stock levels of PDR’s in Swindon is causing concern and cannot
be maintained in accordance to the roll-out schedule.
Assuming the above two concerns can be managed then this problem
will change status to ‘monitor’ and the reintroduction of the PDR
managed by the Business Service Management Change implementation
team.
.
failure when
balancing
10000004 [Receipts and_I Phil 04/05/1999- I «PON are now reassessing their position and requirements for
Payments Turnock I 30/04/2000 I Receipts and Payments misbalances.
don’t equal
AFTER
migration
10000021 I Contingency [Jonathan I 28/09/1999-_[* Document gone to second review
for system I Rogers _I 04/05/2000
74 Problem Management Critical Success Factors :-
Due to difficulties with variables within Bus
ess Objects , reporting on critical success factors
s currently unavailable. In
addition the team in Gavrelle House are unable to recover standard reports from the repository , this has been raised as an
incident with system support.
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Business Service Management
7.5- Graphs to show Problems over the last 5 Months
PONU problems for previous 5 Months
PONU Problems.
Feb
[=o I
2 Closed
ICL problems for previous 5 Months
ICL Pathway
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Business Service Management
8.0 Non conformance
(Des Hansbury : Problem Management)
1. Polling
ISSUE: ICL Pathway are continuing to press their belief that at a large number of offices
the power to the Horizon equipment is deliberately turned off when the offices are closed.
Daily information is now being received from ICL Pathway on offices which are assumed
to have switched off their Horizon processor. For offices failing to poll, Pathway compare
message store entries showing that a reboot has occurred with HSH call records. Ifa
reboot has taken place with no associated HSH call recorded, it is assumed by Pathway
that the office has switched the processor off.
A telephone survey was undertaken of 15 offices listed on the reports for 29" to 31%
March. No evidence was found to support the Pathway case. In all but one case the
subpostmaster was able to provide an explanation for the non polling. As previously, the
most common reason was a power failure.
In addition Pathway recently presented details of offices that had failed to poll over the
weekend on more than one occasion during the period 14 February to 27 March. Fourteen
of the offices had experienced more than two failures. Of these 13 were contacted. Again,
in most cases, the subpostmaster was able to provide an explanation. Only one case of non
conformance was identified; one that we had already raised with the appropriate
Territory.
Overall the polling failure rate remains low as illustrated in the table below. It is based
upon first day polling failures occurring on Sunday to Thursday each week.
December
January
Februar
March
2. Order Book Control Service (OBCS )
ISSUE: Pathway have reported that a large number of offices are not registering, Benefits
Agency (BA ) order books on the Horizon System. This impacts on our contract with the
Benefits Agency.
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Business Service Management
All bar coded BA order books should be scanned on the day they are received in an office.
ICL Pathway provided a list of 316 offices that had not scanned any order books during
February. These offices represent 10% of the automated network as of the end of February.
To date 296 of these offices have been contacted in order to establish why the order books
had not been registered on the system and to ensure the correct procedure is followed.
The following, table summarises the reasons given for failing, to scan the order books.
Telephone Survey Results
_Reason for 1 i ercentage
System / scanning problems - gave up trying 14
Told not to scan at training, 46
Told not to scan by HFSO 10
Have been scanning books post Feb. 4
Stopped scanning alter receiving, 12
communication
Incorrect procedure 9
Stated they have always scanned books 4
New spmir. - not aware of need to scan 1
The reasons given mainly revolve around communication issues and demonstrate the
need to monitor that procedures are understood and being followed whenever temporary
arrangements are in place. If a communication is long and involved as in this case the
main actions need further emphasis, perhaps by means of bullet points in an introduction.
A significant number of offices actually stopped receipting books alter reading the cascade
advising them that this was the only part of the control procedure they should be
actioning.
Many offices had first hand experience of the problems that occurred with the order book
bar codes and lost confidence in the system. A communication apologizing for the
problems and informing outlets that they had been resolved would have increased the
level of conformance by such offices whilst at the same time getting the message across to
any trainers or HFSOs who may have been telling people that the facility didn’t work.
Conformance in this area should improve significantly because, since 3 April, all new
Horizon offices have been allowed to follow the original OBCS procedures (apart from
one variation ) and 328 of the existing, automated offices have been ‘ re-enlivened ‘. The
remainder will be‘ re-enlivened ‘ by the end of May if ongoing monitoring demonstrates
that we are able to meet a level of conformance acceptable to the Benefits Agency.
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Business Service Management
Service Reporting,
9.0 Change Implementation
(information supplied by Kate Elliott)
Jeffrey Matthews
Miniature Sheet
Philatelic Products
Counter News
Stamp Show 2000 I 2 Days
TV Licence 1Day
Changes
Tarilf - New 5 Days
Products
Revaluation
Introduction of new
Philatelic Products
Changes to Concessionary
schemes between April
and November 2000
Information on the
changes to the layout of
sereens and how to rem in
the preparations required
and how to perform the
Revaluation
Counter News
Counter News
Counter News
q i
Workaid
The Account team were contacted after seeing,
information in Counter News inorder to include
Horizon instructions in following articles.
Although the bulk of the article had been prepared
previously , the delayed implementation involved
some rewriting.
8 of P
previously , the change from the Revaluation
occurring on a Monday to a Thursday involved
considerable rewriting.
Centralisation of I 2 Weeks I Change to the procedure I Counter News
Unpaid Cheques
VPN Software I 1 Week I Incremental part of CSR+ Managed by Release Management but our team
drop. . _ . have provided the Communication articles
ithdrawal of I 4 Weeks $s coming, off Advise to expect screen changes have been
DW Stampbooks products withdrawn communicated as part of the Tariff articles,
icon a ne Se - - ss
Asylum Seekers I 8 Weeks I New product Counter News Full instructions have been communi
Vouchers Workaid Branch offices but a Government decision on
ted to all I
specific areas of roll out has not yet been made.
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Business Service Management
Service Reporting,
Homecare Stmps
/OBCS
Enlivenment -
trial
“Omitted from this months change implementation report is the changes pending table. Anyone wishing further information from this table, please contact Danny Corry onI
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1 Week
new stamps received in
office
Enlivenment of the OBCS
functionality for backlog
offices,
29
with the stamps
I 129 letters posted 24
class by BBM
199 letters posted 1st
class by BBM
Newton Abbot I 4 Weeks I Provide supporters of the Offices were notified by the Project Team, TP.
CRU conversion system with background
information
New Cash 3 Delivery of a change Software failed to be delivered to 3 offices and
Account Months I request they were unable to produce a Cash Account. At
the time of writing 2 slaves have still not been
updated more than 2 weeks after the change
. . should have been completed. .
20 Homecare 1 Week” I Notification of changes to Ti schemes failed to meet OBC timescales
schemes I products resulting in ATP’s ee
25 Ticket and {Week I Notification of changes to F schemes failed to meet OBC timescales resulting
Travel schemes products in ATP’s
4 Meals On 1 week I Notification of changes to
Wheels schemes products
Environment 1Day I Nocounter procedure for I Held at Helpline The prices changed on the system for Rod Licences
Agency - Rod existing products after I only issued from 16/03/00 but do not come into force
Licences. price change / new until 03/04/00. Instructions are for Rod licences
product. . issued at current price.
Gateshead MBC] 1 Day I Icon not on system when I 48 Letters posted 1°" I Original ATP issued was incorrect. Offices affected
Homecare Stmps new stamps received in _I class by BSM were contacted by telephone and the new
office instructions were posted out,
Sutfolk CC 1Day — I Icon not on system when I 180 Letters issued I Original ATP issued was incorrect. Offices affected
were contacted by telephone and the new
instructions were posted out.
ATP despatched to first group of office:
the trial on 03/04/00
ATP despatched to second group of offices
starting the trial on 10/04/00
farting,
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Appendix A
Glossary of Terms
CBDB - Counters Busit
holds information on cl
s Database - All cash accounts are keyed into this and it
nt settlement and errors
CLASS - Client Ledger and Settlement System
Day D - the 3" day after a transaction has been performed at an offices
PIVOT - Postmasters Information and Value of Transactions
Sub Files - Files received by ITIP
Traffic Light System
Each CSF has at least one measure attached to it. These are shown in blocks and
each block of measures are weighted at 100%. If all are equally important in the
block the 100% is divided across the block of measures. This system works well in
areas like OSG where there are distinct differences in the importance of each
measure. The traffic lights are then used to show the total of the weighting. For
example if a CSF has a number of low graded measures on red but the higher ones
are all on green this suggests that there are no major issues affecting the CSF and
therefore the overall traffic light for that CSF would be green. However in
Transaction Processing all the CSF’s are equally important which means that if any
of the measures are adversely affected the impact is high on TP.
Tier 1/Tier 1 Admin.
Tier 1
- Involves all first line calls to the helpdesk
Tier 2 Admin.
- This involves calls which can be resolved by Tier 1 but follow a longer set process. These
include office process calls such as : RNM paging ; one shot password required ; office
closing and burglaries and robberies.
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APPENDIX B - Call type definitions.
HSH Call descriptions
‘The majority of calls logged under this category are calls aimed at such
Guidance areas as; Automated Payments Systems (APS) operational enquiry,
Electronic Point of Sales System (EPOSS)operational enquiry, General
Enquiries, Order Book Control System (OBCS) operational enquiry, and
System Access enquiries.
Hardware These are all aimed at; Equipment damage, central system faults and
peripheral failure to areas such as back office printers ,bar code reader,
keyboard! andl monitor touch element etc.
Tmplementation
These calls are queries concerning; Implementation delay, planned
activity reschedule and site preparation issue.
Network ‘The Network areas here are; the central system, Network failure and
Post Office Configuration, Link and Router failure,
‘Operations This includes access and user administration failure, POSS operation
failure, Reference Data issue and System Environment failure.
Other Includes central system - environmental failure - PO - consumable order
request - office environment failure ie. power - miscellaneous.
Reconciliation Reconciliation calls are in particular aimed at APS, Benefit Encashment
System (BES) EPOSS, Reference Data.
Security ‘One - shot password problems
Software Software errors included are; expected change not worked, system
message displayed on - screen , system operation has changed
unexpectedly.
NBSC Call descriptions
Horizon The majority of calls logged under this category are calls which are
proper to Horizon System Helpdesk. This category also includes
Horizon issues which the NBSC should deal with, for example - Bill
Payment, Banking, Cash Accounting, Reconciliation and Settlement ete,
Glient Counter
Procedure
This is transactional procedures including how to account for items and
how to perform the transaction.
Local Schemes
Contains details of clients for local schemes and transactions types
regarding these.
Office Process
This includes burglary, robbery, complaints, office closures, stock
shortages, power failures, industrial action, name badge ordering, safe
problems, health and safety issues etc.
Switchboard)
Inappropriate
Calis that are misdirected or proper to other sections
‘Transactions regarding charge accounts for electricity
Transactions regarding, charge accounts for gas
‘Transactions regarding charge accounts for gas
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