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BARA BRS Service Delivery Report

2. Agenda. Current ?In-Production' Airports and Deployment PlansPerformance ReportsHelp Desk ? Call Volumes and AnsweringIncident ResolutionResponse TimesHHTsWorkstationsAvailabilityFinancialsBillingsIdentified IssuesImprovement PlansNext Meeting

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BARA BRS Service Delivery Report

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    1. BARA BRS Service Delivery Report 17th June 2004 John Woolford Program Manager

    2. 2 Agenda Current ‘In-Production’ Airports and Deployment Plans Performance Reports Help Desk – Call Volumes and Answering Incident Resolution Response Times HHTs Workstations Availability Financials Billings Identified Issues Improvement Plans Next Meeting & Close

    3. 3 Airport Status All Airports Triple A compliant – 1st June 2004 Currently formalising 24th March 2004 as Commencement Date of Agreement OOL agreement/implementation underway No date set for OOL Triple A compliance

    4. 4 Performance Reports Help Desk

    5. 5 Performance Reports - cont

    6. 6 Performance Reports - cont

    7. 7 Incident Resolution Summary

    8. 8 Open Tickets at end of Month

    9. 9 Open Errors from Working Group

    10. 10 Response Times - MWS All Data for May

    11. 11 Response Times – MWS cont

    12. 12 Response Times – MWS cont

    13. 13 Response Times – MWS cont

    14. 14 Response Times – MWS cont Summary for May

    15. 15 Response Time - Summary Averages

    16. 16 Performance Reports - cont Response Times HHTs – All Sites

    17. 17 Performance Reports - cont Availability

    18. 18 Financials Financial Penalty Reporting Not formalised due to: Contract not clear on treatment for ‘start up’ phase Staggered site introduction Partial months, etc Penalties for Non-Revenue periods! All sites have period of SLA commitment with no Revenue PAX Volume data not received or accurate/validated All performance data is retained Presented at this forum Kept on Unisys database As soon as ‘real’ PAX data is available, current position can be presented Penalty data will be consolidated for first Pricing Review

    19. 19 Billings First Invoice run last month 4 airlines provided PAX data ‘on-time’ Used Dec 2003 PAX volume data from DOTRS for other invoices Invoiced $387k on ‘real’ data Invoiced $463k on Dec 2003 data Number of Airlines said “what’s this all about!” Had small number of invoices returned – “not at this address” Second Invoice run this week All ports except Sydney & Brisbane Still using Dec 2003 data for airlines not providing PAX volume data A number of larger airlines did not provide PAX data this month

    20. 20 Billing – Forward Plan Current Billing Methodology Dec 2003 DOTRS data provides start point Means over invoicing some airlines for May/June Should reflect ‘close to reality’ from July Reality = PAX Data provided to Unisys within 5 working days Will reconcile out the ‘over invoicing’ All ‘comes out in the wash’ as Agreement is Fixed Price Need to ‘push’ Airlines to recognise Unisys invoices confirm Agreement ‘in place’ & setup recognised contact points

    21. 21 Identified Issues Response Time Measurement Regression due to new SOE – Fixed during May Not covering ALL transactions for 99.6% targets Increased Transaction measured during May Availability Reporting Needs to be deployed to Web Servers Response Times – Not Meeting SLA Open Tickets and Ticket Closure – Improving Billings and PAX volume data – Process explained

    22. 22 Improvement Plans Help Desk – Training Airport operations Requested ‘Awareness’ visits to SIT- Scheduled for June (new HD staff, etc) Software approach to Response Time monitoring Included in new SOE (cannot be regressed) Deploy S/W to Web Servers for Availability measures Increase transactions monitored General set of Txns defined and currently being setup Response Times – Conduct Architectural Review Now formalised and data collection underway

    23. 23 Next Meeting Suggest 15th July Close

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