Business Service Management _- Summary Report for NRO Board
08 December 2000
A summary of key helpdesk statistics is attached at annex A. For further statistics and wider
business performance analysis please consult the MoLE report and ICL Service Review Book.
These are available from the Operational Performance Team within BSM.
ICL Pathway Performance against Service Levels
Following ICL Pathway’s failure to achieve Service Levels in three quarters, (particularly in the data
delivery and time to fix areas) they are now obliged to agree rectification plans and timescales with PON.
Although the deadline was the 30% November discussions are continuing, and a further update will be
provided in next months report.
Problems in month
Non Polling - (Annex D refers)
The level of non polling outlets continues to be a concer as the percentage remains relatively static in
relation to rollout numbers , but taken in isolation still appear to increasing. A further commercial focus
has now heen placed on this topic as ICLP have failed their SLA on this area for over 3 months now. An
SLA rectification forum met on 9 November, lead by Liz Tuddenham and ICLP presented what they were
doing to address this shortcoming. In the meantime, operational focus has continued, lead by Problem
Management. Although Problem Management have kept management focus high, the ICLP proposed
solutions will not come into play until at least April 2001. In the meantime, PON are having to deal with
the Client / Customer impacts that exist.
Help Line Issues
Post Office Customer Management Performance (Tier 1 NBSC)
Only one of the seven main SLA's was achieved - that being the Resolution Rate which at 78.7% is the
highest figure yet.
Calls received were approx 20% higher than forecast due to the issues surrounding the CSR+ upgrade
and the second full month of Retail Line Review. The CSR+ upgrade which contributed to over 50% of the
extra calls (over forecast) finished in the first week of December and expectations are that normal
answering standards will be resumed. During the period of the upgrade there was regularly a flood of
calls to the NBSC in the early part of the morning,, which despite a number of shift pattern slides still
overwhelmed the operation. Dramatic falls in ACD type SLA results occurred (eg 1-8 November and 20-
24 November) around major CSR issues regarding : upgrade failures; lack of workbook delivery ; LFS
and transfer date problems.
The new call salutation, transfer of call and closing salutation has been agreed and is being rolled out
during week commencing 18" December . This follows feedback in the Customer Satisfaction survey and
NBSC advisors . Communications are planned.
The new Quality Measurement System has been agreed and will be implemented in December 2000 and
will form part of the SLA's reporting process from January onwards. This is a significant step forward and
shows the NBSC’s commitment to ensuring the delivery of a quality service.
From a supplier/relationship perspective, Mark Haynes has expressed a number of concerns around the
POCM operation and their desire to meet PON standards and targets. An escalation meeting was held on
5% December between Geraldine Collie, Jon Abrahams, Wendy Meehan and Susan Howlett (from
POCM) and Mark Haynes and Harvey Skipsey (PON). These concerns were discussed and a positive way
forward was agreed, Mark is awaiting the delivery of these actions over the next few weeks.
Main areas of concern are around : Business Systems and the system resilience ; Tier 1 training and
operational performance/ability; future capacity requirements and the overall proactiveness from POCM
to address issues.
POL00393956
POL00393956
POL-BSFF-0220626
Single Point of Contact Update
Following agreement to proceed with Phase 1 of SPOC at a meeting with Keith Baines and Tony
Oppenheim on Friday 1 December, a draft discussion paper has been issed by POCM with the intention
to meet with ICL Pathway, PON and POCM in Dearne House on Thursday 7 December. A technical
document will be produced which will allow ICL Pathway to fully respond to the Change Request
produced a few weeks ago. It is expected to implement SPOC at NBSC using a front end Interactive Voice
Response (IVR) during January 2001.
CSR+ Migration
This is due to be completed during week commencing 4% December and a number of learning, points will
have been realised. Too many problems have surfaced which in turn has led to concerns being raised
within the NBSC about the overall process adopted - e.g. upgrade failures; lack of workbook delivery ;
LFS and transfer date problems.
Transaction Processing Issues
A summary of suspense account figures is attached at annex C.
Error Resolution
The table below shows that in general the levels of errors per Horizon Office have fallen since week 23.
Although the average error figures have fluctuated over the last eleven weeks the general trend is
downwards.
Actual Errors for weeks 21 to 31
10.937 I 11,049
TO6sS I TORS I TL TRS I LAST I 11707 I TR oeT I T2384 I Ta,68s [1976 TT
om I 107 I 096 I 098 I 094 I 092 I 090 I 086 I O85 I O86
Costs of Error Resolution
Spend on additional staff'in TP to the end of October 2000 is £292,000.
(The full year forecast additional costs are £585,000. Next years costs are estimated at £200,000 for clearing
additional errors at the end of the Horizon roll out. To provide a full picture of error clearance costs the baseline cost
of £4.Smillion needs to be added to the above giving 2000/01 full year costs of £Smillion. 2001/02 costs are
£4.7million).
POL00393956
POL00393956
POL-BSFF-0220626_0001
POL00393956
POL00393956
Annex A
HELPLINES
Average No of calls per outlet in November.
Call Category] Avcals I Av Gals I Aweals I Avealls I Aweals I Average ] Previous] Overal
per office I per office I per office I per office weekly Monthly weekly
we we we ‘we I callsper I Average I Average
asin I ssi00 I 201100 I 27x00 I *otnce since 25
for Month ‘Tanuary
HsH_ CALLS 137, 132 1.33 1.22 131 1.27 1.29
NBSC_CALLS 181_I 1.67 I 1.59 I 151 I 1.69 I 1.58 I 1.53
—e 1.40 134 1.30 1.26 1.48 1.63 wa
OFFICES 13,797 14,073 14,340 14,607 14,829 14,329 12,070
MIGRATED
NBSC - Incident Resolution - Month of November
‘Time 0-15 15-30 OS-1 1-15 [15-2 [2-3 3-4 4hrs- 1 I 1 day- 1
taken‘ I Minutes I Minas I Hour I Hours I Fours Hours I Day I 1 week I Week?
Tier 2 26.9% 22.8% I 21.0% I 8.5% 3.8% 13% I 63% I 2.9% 1.6%
NBSC CSF's
Measure Target ‘August tember ‘October November
End Users (Quantitative) % % % % %
Calls answered within 15 seconds 85% 86.8% T1.6% 718% B1%
%Calls answered < I minute 95% 94.8% 90.3% 90.3% 87.6%
‘Overall % Abandoned 5% 2.1% 3.2% 44% 5.3% (Commented {RL}: }
% Incidents resolved at Tier 1 75% 76.8% 77.3% 771.3% 78.7%
Customer Satisfaction Index 81% 86.6% 87.4% Quarterly na*
Average wait to answer 10 secs 8 secs 10 secs 13 Secs 15 Secs
Total Number of Calls Answered N/A 66,183 77,286 90,792 106,499
‘Average Monthly calls per outlet NA 6.05 681 6.76 7.30
received at NBSC
* n/a refers to the fact that the customer satisfaction index is produced one month in arrears.
POL-BSFF-0220626_0002
POL00393956
POL00393956
Appendix B
Graph to show HSH figs over last months
Graph to show NBSC Figs Over last 12 months
Tota cal volumes ll out levels and Average cals pr Oftce at NESE
one “4
‘25000 s
a
:—
‘em Jato toto he
Pag mm ieipenieene
wo os
ol MELELLEAR
Be Bees aeackeeags
3 ASE°8S2 52 saad
272°
POL-BSFF-0220626_0003
POL00393956
POL00393956
APPENDIX C
Suspense Accounts
Monthly Figures
CASH SHORTAGES Period I Period I Period I Period I Period I Period
02 03 ot 05 06 07
Value of authorised shortages at I 4.3m [I 4.3m 6.0m I €84m I £6.2m I £8.9m
Automated outlets
Total value of Authorised 6.9m I £6.5m 7.8m I 9.8m I 74m I (9.7m
Shortages in entire Network
% of Total amount in authorised I 62.0% I 66.0% I 77.0% I 85.7% I 84.0% I 91.7%
shortages for Automated outlets
% of Network automated 365% I 42.9% I 524% I 58.5% I 07.0% I 720%
UNCLAIMED PAYMENTS Period I Period I Period I Period I Period I Period
02 03 oF 05 06 7
Value held in unclaimed payments I 1.7m I im I 24m I 628m I 6.1m I 3.7m
at Automated outlets
‘Total value of unclaimed 605m I 227.7m I Gi0m I 429m I £63.5m I Hekm
payments in entire Network
% of Total amount in unclaimed I 5.6% 7.6% 77% 35% I 50% I 7.9%
payments for automated outlets
% of Network automated 365% I 42.9% I 524% I 58.9% I 67.0% I 740%
UNCHARGED RECEIPTS Period I Period I Period I Period I Period I Period
02 03. oF 05 06 07.
Value held in uncharged receipts I -€24m I -€27m I -€25m I -@29m I -G.lm I -23.3m
at Automated outlets
Total value of uncharged receipts I -€364m I -£30m I -£322m I -£59.5m I -£63.2m I -£36.7m
in entire Network
‘% of Total amount in uncharged I 6.6% 30% 7.8% 48% I 5.0% I 90%
receipts for automated outlets
ot Network automated 365% I 42.9% I 524% I 58.9% I 67.0% I 720%
Extra Staff required in TP (data as at Sept 00)
jst staff being, picked up now/June
onwards for the external recruitment exercise for
additional people and where replacements are
required.
42.0 I More staff will be required at the end of the roll
out timetable for extra ongoing work on Horizon
offices. (e.g. completing table 12 parcel income
figures , clearing manual amendments and former
Sub Postmasters accounts.
36.0 I 360 I 360
Figures stated are for the beginning of each month.
POL-BSFF-0220626_0004
Annex D
Non Polling based on the first working day of the week
tm 10(+)
Z ne
: es
: a7
g ne
3 a5
5 m4
3 a3
Z
E 5 [_[_I Ie
old, al fa
a's’. pp hb eS SS
$2327 8 § & § §& & 8
& = ®S § © 8 &€ & F&F 8 FR
Non Polling based on the second working day of the week
= 2000 Bm 10(+)
8 1200 mo
B 1600 los
§ 1400 iz
= 1200 we
1000 Be
6 300
3
3 600 lad
3 400 a3
= 200 m2
zo Toe ne me oh ee ay ot
ge = & $ § ¢ $2 8 € S$ FB
Polling failures reported on Monday 27th November (relating to failures which took place on the
evenings of Friday 24th - Sunday 26th) were at an unusually high level of 1233 offices. ICL Pathway's
Management Support Unit reported that this was due to migration/ upgrade issues. This has dropped to
453 reported on Tuesday 28th November & 355 on Wednesday 29th (Wednesday's figure equates to
approximately 2.3% of the live estate, and is consistent with the weekly average for the previous two
weeks).
BSM Problem Management are monitoring the situation; given ICL Pathway's explanation, it is expected
that the level should begin to fall once upgrades are complete. ICL Pathway have expressed the view that
although there are issues around new migrations which contribute to the level of polling failures, none of
these are peculiar to migration to CSR+ and were present during migration from Release Ic to CSR+.
POL00393956
POL00393956
POL-BSFF-0220626_0005