BARA BRS Service Delivery Report

1
BARA BRSService Delivery Report

• 19th Aug 2004
• John Woolford
• Program Manager

2
Agenda

• Performance Reports
• Help Desk Call Volumes and Answering
• Incident Resolution
• Response Times
• HHTs
• Workstations
• Availability
• Billings
• Financials
• Serious Incidents Aug
• Pricing Review
• Next Meeting Close

3
Airport Status

• All Airports Triple A compliant 1st June 2004
• 24th March 2004 is -
• Commencement Date of Agreement
• OOL agreement complete
• Date 2 mths from start
• Exemption from BAs given
• Planned Ready for Use 24th Sept

4
Performance Reports

• Help Desk

Note Overflows back under control
5
New Chart for Help Desk
6
Incident Resolution

• Summary

7
Open Tickets at end of Month
8
Open Errors from Working Group

• Stopped reporting this as Steering Group has
  small number of Open issues

9
Response Times - MWS

• All Data for July

Data Invalid
Data Invalid
10
Response Times MWS cont
Data Invalid
Data Invalid
11
Response Times MWS cont
Data Invalid
Data Invalid
12
Response Times MWS cont
Data Invalid
13
Response Times MWS cont

• Summary for July

Data Invalid
Data Invalid
14
Response Time - Summary

• Averages

Note Response Time Investigation formalised and
underway
15
Performance Reports - cont

• Response Times HHTs All Sites

16
Performance Reports - cont

• Availability

Two reboots after hours
17
Billing Forward Plan

• Billing Methodology
• Dec 2003 DOTRS data provides start point
• Means over invoicing some airlines for
  May/June/July
• 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
• agree/confirm authorised contact points
• aaabrs.com now used as formal submission channel

18
Financials

• Financial Penalty Reporting
• 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,
  reconciliation will occur
• Penalty data will be consolidated for first
  Pricing Review
• BARA (Warren) suggested get serious from 1st
  Sept 2004
• No serious incidents .. until .

19
Serious Incidents - August

• Tuesday 10th Aug
• Share memory allocation problem
• 2 hrs recovery time
• Friday 13th Aug
• Grid power interruption few secs Data Centre
  UPSs failed to protect
• 3 hrs recovery time
• Monday 16th Aug
• Data corruption on database (probably due to
  above)
• 2 hrs recovery time

20
Pricing Review

• Pricing Review Due-
• Start Date (24th March) 4 months
• 24th July for September implementation
• Practical to implement from 1st Oct
• J.Wolford has met with D.Chaplin for initial
  discussions
• All relevant data supplied
• Looking at 1.24
• Seeking decision by 1st Sept
• Warren Bennett to Approve, endorsed by Steering
  Group consensus
• Change Request required?
• Penalties for Aug failures will not affect next
  period Strike Rate (1.24)

21
Next Meeting

• AAABRS.com Comments
• Suggest 16th September
• Close