Fujitsu Services
Operational Business Change - Branch, Ref:
FUJ00001999
FUJ00001999
CS/PDN/015
Service Descriptions and Schedule of Service Prices
Version 9.0
Commercial In Confidence Date: 28/02/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Operational Business Change — Branch, Service Descriptions and
Schedule of Service Prices
Service Descriptions and Pricing Schedule
N/A
This document contains the descriptions of the services Fujitsu
Services will supply in order to deliver the Horizon System
estate changes, needed to support Post Office Branch change. It
also describes the circumstances under which those changes will
be required, and the prices that will be chargeable for the
delivery of those services.
APPROVED
Tan Venables, Fujitsu Services (Post Office Account) Customer
Services
I. Venables; D. Anders; P. Kirk; C. Roberts
H. Forrest; L. Evans-Jones; I. Venables; P. Purewal; C. Roberts
K. Baines; D. Anders; P. I. Kirk; K. Parkin; Tony Marsh
Name Position Signature Date
Dave Baldwin Fujitsu Services Limited
Customer Services Director
Rabia Cody Post Office Limited
OBC Reference Data Service
Manager, Post Office Ltd.
© 2006 Fujitsu Services
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Fujitsu Services Operational Business Change — Branch, Ref: CS/PDN/015
Service Descriptions and Schedule of Service Prices
Version 9.0
Commercial In Confidence Date: 28/02/06
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue
0.1 25/8/98 First draft for change steering group comment
0.2 30/9/98 Second draft for review and comment
0.3 7/12/98 Final draft for comment before issue 1.0 is raised.
0.4 4/2/99 Changes to Service Description Service Numbering due to
restructure of document. Following comment.
1.0 14/4/99 Definitive for release
2.0 7/7/99 Definitive for release under CCN
3.0 19/7/99 Definitive incorporating comments and Post Office Limited
review of service constraint figures.
3.6 28/5/02 Draft for review
To include service descriptions for Weigh scales
connections, trolley supply, monitor exchange, UPS
installation, and PINPad services, and to synchronise this
document with CS/REQ/006 and CS/PDN/017
3.7 15/7/02 Document re-titled from “Outlet Change Service
Descriptions” to “Operational Business Change — Network,
Service Descriptions”.
Draft for review incorporating comments from reviewers
3.8 13/9/02 Further draft following receipt of new comments
4.0 8/10/02 Issued for approval, having incorporated comments
received in response to version 3.8
5.0 9/12/02 To incorporate comments from reviewers to version 4.0,
and to issue for Agreement
5.1 30/06/03 To describe the new Fujitsu Services responsibilities,
following the restructuring of the OBC service
5.2 14/08/03 To incorporate comments from reviewers to version 5.1.
5.3 18/09/03 To incorporate further comments from reviewers to version
5.2, and amend the Service Descriptors to an agreed format
6.0 23/10/03 Updates to document following review comments.
Incorporation of newly agreed Change Service Descriptors.
6.1 29/06/04 Uplift of 2.8% RPI
Incorporation of the BT Pre-Survey Service
6.2 11/08/04 Inclusion of additional Service Descriptions and prices
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Fujitsu Services
Operational Business Change — Branch, Ref: CS/PDN/015
Service Descriptions and Schedule of Service Prices
Version 9.0
Commercial In Confidence Date: 28/02/06
7.0 25/10/2004 Updates to document following review comments
TA 04/03/2005 Uplift of 3.5% RPI
Document updated by Fujitsu for review by Post Office Ltd
7.2 05/04/05 Updates to document following review comments
73 20/09/05 Updates to document following further review comments
74 31/10/05 Updates to document following further review comments
8.0 06/02/06 Updates to document following further review comments.
Also the inclusion of Geller Till process and modification to
paragraphs containing ~~ costs_— associated ~—with
Environmentally friendly disposal of equipment.
8.1 06/02/06 Updates to document following further review comments.
Also the inclusion of Geller Till process and modification to
paragraphs containing ~—costs_~— associated ~—with
Environmentally friendly disposal of equipment. Issued for
further review.
9.0 28/02/06 Issued for approval.
0.2 Review Details
Review Comments by:
Review Comments to:
Mandatory Review Authority Name
Fujitsu Services Limited Customer Services Director D. Baldwin
Fujitsu Services Service Delivery Team Manager L. Evans-Jones
OBC Reference Data Service Manager R. Cody
Post Office Limited OBC Process Manager D. Anders*
Post Office Limited Implementation Development Manager I P. Kirk*
(*) = Reviewers that returned comments
0.3 Associated Documents
Reference Version I Date Title Source
CS/IFS/003 I V6.2 15/09/05 I Fujitsu Services/Post Office I Fujitsu
Draft Ltd = Operational _—_ Business I Services
Change — Network, Interface
Agreement
CS/OLA/035_I V5.0 20/04/05 I Operational Business Change — I Fujitsu
Network, Operational Level Services
Agreement
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FUJ00001999
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Operational Business Change — Branch, Ref: CS/PDN/015
Service Descriptions and Schedule of Service Prices
Version 9.0
Commercial In Confidence Date: 28/02/06
Unless a specific version is referred to above, reference should be made to the current
approved versions of the document.
0.4 Abbreviations/Definitions
Abbreviation Definition
ADSL Asynchronous Digital Subscriber Line
Agreement The contract between Fujitsu Services and Post Office Limited as
amended in particular by CCN 1100 on 31/12/02
CCN Contract Control Note
CR Change Request
CRT Cathode Ray Tube. A ‘TV’ style counter monitor, as opposed to a
“flat screen’ counter monitor.
Dummy Cabling Inert cabling installed with the Paypole to prove that the planned
cable runs are viable and clear of obstructions.
Cable & Wireless/BT
Fujitsu Services supplier of ISDN Telecommunications and enabling
of ADSL service
Cable & Wireless/HNS
Fujitsu Services supplier of VSAT solutions
FAD
Finance Accounts Division — a unique reference identification
number applied to cach branch by Post Office Limited.
Fujitsu Services
Fujitsu Services Limited
ISDN Integrated Services Digital Network
LAN Local Area Network
NBSC Post Office Limited Network Business Support Centre
NTE Number Translation Equipment
NICEIC National Inspection Council for Electrical Installation Contracting —
a body who regulate the issue of a certificate of compliance to the
latest electrical regulations in force at the time of issue.
POL NIST POL Network Implementation and Security Team
OBC Operational Business Change
OBC BORF Operational Business Change — Branch, Operational Review Forum;
a joint Post Office and Fujitsu Services body, meeting periodically to
review the Operational Business Change (Branch) performance and
service delivery.
OCMS Outlet Change Management System — a software tool used to amend
the software configuration at a Post Office branch.
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PAF Project Authorisation Form
Paypole A support bracket for a PINPad
PINPad A numeric keypad used with Network Banking
PMMC Postmaster Memory Card
Post Office Limited Post Office Limited
UPS
Uninterruptible Power Supply
VSAT
Communications installations.
Very Small Aperture Terminal — a term used to refer to Satellite
0.5 Changes in this Version
Version Changes
7A Uplift of 3.5% RPI
72 Updates to document following review comments
73 Updates to document following review comments
74 Updates to document following review comments
8.0 For approval after finalisation of review comments
0.6 Changes Expected
Changes
e Changes to reflect process amendments following the introduction of the ADSL communications
solution.
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0.7 Table of Contents
1.0
2.0
3.0
4.0 CHANGE CONTROL...
5.0 SERVICE REQUESTS...
6.0 RESPONSIBILITIES.
6.1 Post OFFIC
6.2 FUJITSU SERVICES
6.2.1 Packaging
6.2.2. Horizon Counter Equipment
6.2.3. Horizon Luggable Equipmen
7.0 COMMERCIAL ASPECTS.
7A SERVICE PRIC!
7.1.1 VSAT installation and de-
7.1.2 Geller Till Prices... .
7.2 CHARGING PRINCIPLE! 22
7.2.1 Permissible Charges.. . 2.
7.2.2 Service Delivery Failures.
7.2.3. OBC Prepayment..
7.2.4 — Invoicing.
8.0 SERVICE METRICS
8.1 SERVICE VOLUME
1.1 Specific Programme:
8.1.2 Non-Specific Changes (Business as Usual).
9.0 SERVICE AVAILABILITY AND SUPPORT.
91 SERVICE SUPPORT.
9.2 HOURS OF SERVIC!
9.2.1 Fujitsu Services Operational Business Change team
9.2.2 Fujitsu Services System Management Centre (SMC
9.2.3. Fujitsu Services Engineer team.
9.2.4 British Telecom.
9.3 HEALTH AND SAF!
10.0 SERVICE OBC001 —- PLANNED CLOSURE
stallation price:
Y.
10.1 APPLICATION.
10.2 SERVICE DESCRIPTION — SERVICE OBC001 (STANDARD)
10.3. SERVICE DESCRIPTION — SERVICE OBC001 (VSAT)...
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10.4 SERVICE DESCRIPTION — SERVICE OBC001 (SERVICE SITE ONLY)
10.5 SERVICE AVAILABILIT
10.6 SERVICE PRICE
11.0 SERVICE OBC002 —- PLANNED SHORT NOTICE CLOSURE.....
SUB-CATEGORIES:
STANDARD.
SERVICE SITE ONLY
11.1 APPLICATION.
11.2 SERVICE DESCRIPTION — SERVICE OBC002 (STANDARD
11.3. SERVICE DESCRIPTION — SERVICE OBC002 (VSAT)....
11.4 SERVICE DESCRIPTION — SERVICE OBC002 (SERVICE SITE ONLY).
11.5 SERVICE AVAILABILIT
11.6 SERVICE PRICE............ .
12.0 SERVICE OBC003 - UNPLANNED URGENT CLOSURE
SUB-CATEGORIES: STANDARD.
VSAT.
SERVICE SITE ONLY.
12.1 APPLICATION.
12.2 SERVICE DESCRIPTION — SERVICE OBC003 (STANDARD
12.3. SERVICE DESCRIPTION — SERVICE OBC003 (VSAT)..... 39
12.4 SERVICE DESCRIPTION — SERVICE OBC003 (SERVICE SITE ONLY)... 39
12.5 SERVICE AVAILABILIT
12.6 SERVICE PRICE.
12.7 FORCE MAJEURE PROC
13.0 SERVICE OBC004 - COUNTER DECREASE. 42
SuB-CATEGORY: I STANDARD ONLY. 242
13.1 APPLICATION. 42
13.2. SERVICE DESCRIPTION — SERVICE OBC004 (STANDARD 42
13.3. SERVICE AVAILABILITY
13.4 SERVICE PRICE........
14.0 SERVICE OBC004 - COUNTER DECREASE
SUB-CATEGORY: — 2>1 ONLY.
14.1 APPLICATION.
14.2 SERVICE DESCRIPTION — SERVICE OBC004 (2>1)
14.3. SERVICE AVAILABILITY.
14.4 SERVICE PRICE.
15.0 SERVICE OBC005 - COUNTER INCREASE.....
SUB-CATEGORIES: STANDARD.
15.1 APPLICATION.
15.2 SERVICE DESCRIPTION — SERVICE OBC005 (STANDARD,
15.3 SERVICE DESCRIPTION — SERVICE OBC005 (1>2)
15.4 SERVICE AVAILABILIT
15.5 SERVICE PRIC
16.0 SERVICE OBC006 —- OPENING.
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SERVICE OBC007 — RE-OPEN
16.1 APPLICATION.
16.2 SERVICE DESCRIPTION — SERVICES OBC006 OR 007 (STANDARD).
16.3 SERVICE DESCRIPTION — SERVICES OBC006 OR 007 - VSAT.
16.4 SERVICE DESCRIPTION — SERVICE OBC006 (SERVICE SITE ONLY)
16.5 I SERVICE DESCRIPTION — SERVICE OBC006 (SERVICE SITE ONLY INCLUDING TRAIN
Spr) 50
16.6 SERVICE DESCRIPTION — SERVICE OBC007 (ON SITE — SERVICE SITE ONLY).......-. 50
16.7 SERVICE DESCRIPTION — SERVICE OBC007 (ON SITE — SERVICE SITE ONLY
INCLUDING TRAIN SPMR).
16.8 SERVICE DESCRIPTION — SERVICE OBCO07 I (RE ICATION — STANDARD).
16.9 SERVICE DESCRIPTION — SERVICE OBC007 (RELOCATION — VSAT).
16.10 I SERVICE DESCRIPTION — SERVICE OBC007 (RELOCATION — SERVICE SITE ONLY).
51
16.11 I SERVICE DESCRIPTION — SERVICE OBC007 (RELOCATION — SERVICE SITE ONLY
INCLUDING TRAIN SPMR)........
16.12 SERVICE AVAILABILITY. .
16.13. THE INSTALLATION OF THE COMMUNICATIONS LINE OR SATELLITE
COMMUNICATIONS EQUIP! [I MAY ONLY BE COMPLETED DURING NORMAL WORKING
HOURS. SERVICE PRICE.
17.0 SERVICE OBC008 — SIMPLE REFURBISHMENT...
17.1 APPLICATION.
17.2. SERVICE DESCRIPTION
17.3. SERVICE AVAILABILIT
17.4 SERVICE PRICE
18.0 SERVICE OBC009 - COMPLEX REFURBISHMENT..
SUB-CATEGORIES: ISDN MOVE ONLY....
VSAT MOVE ONL’
18.1 APPLICATION.
18.2. SERVICE DESCRIPTION — SERVICE OBC009 (ISDN MOVE ONLY).
18.3 SERVICE DESCRIPTION — SERVICE OBC009 (VSAT MOVE ONLY
18.4 SERVICE AVAILABILITY
18.5 SERVICE PRICE.
19.0 SERVICE OBC009 - COMPLEX REFURBISHMENT.
SUB-CATEGORIES: INCREASE IN TERMINALS ONLY.
INCREASE IN TERMINALS AND ISDN MOVE
257
INCREASE IN TERMINALS AND VSAT MOVE.
19.1 APPLICATION.
19.2. SERVICE DESCRIPTION — SERVICE OBC009 (INCREASE IN TERMINALS ONL Y) ees
19.3 SERVICE DESCRIPTION — SERVICE OBC009 (INCREASE IN TERMINALS AND ISDN
MOVE) 58
57
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19.4 SERVICE DESCRIPTION — SERVICE OBC009 (INCREASE IN TERMINALS AND VSAT
MOVE) 58
19.5 SERVICE AVAILABILITY
19.6 SERVICE PRICE.
20.0 SERVICE OBC009 - COMPLEX REFURBISHMENT..
SUB-CATEGORIES: I DECREASE IN TERMINALS ONLY (NOT 2 > 1).
DECREASE IN TERMINALS AND ISDN MOVE (NOT 2 > 1)..
DECREASE IN TERMINALS AND VSAT MOVE (NOT 2 > 1).
20.1 APPLICATION.
20.2 SERVICE DESCRIPTION — SERVICE OBC009 (
>1)) 60
20.3. SERVICE DESCRIPTION — SERVICE OBC009 (DEC!
MOVE (NOT 2 > 1))... . .
20.4 SERVICE DESCRIPTION — SERVICE OBC009 (DECREASE IN TERMINALS AND VSAT
MOVE (NOT 2 > 1))....ceeeeeee
20.5 SERVICE AVAILABILIT
20.6 SERVICE PRICE........
21.0 SERVICE OBC010 —- SIMPLE RELOCATION...
SUB-CATEGORIES: I STANDARD
21.1 APPLICATION..
21.2 SERVICE DESCRIPTION — SERVICE OBCO10 (STANDARD)
21.3 SERVICE DESCRIPTION — SERVICE OBCO10 (VSAT).
21.4 SERVICE DESCRIPTION — SERVICE OBCO10 (SERVIC
21.5 SERVICE AVAILABILITY,
21.6 SERVICE PRICE........
22.0 SERVICE OBC011 - COMPLEX RELOCATION...
SUB-CATEGORIES: I INCREASE IN TERMINALS AND ISDN MOVE:
INCREASE IN TERMINALS AND VSAT MOV!
22.1 APPLICATION.
22.2. SERVICE DESCRIPTION — SERVICE OBCOI1 (INCREASE IN TERMINALS AND ISDN
MOVE) 66
22.3. SERVICE DESCRIPTION — SERVICE OBCO11 (INCREASE IN TERMINALS AND VSAT
MOVE) 67
22.4 SERVICE AVAILABILITY,
22.5 SERVICE PRICE.
23.0 SERVICE OBC011 —-COMPLEX RELOCATION,
SUB-CATEGORIES: DECREASE IN TERMINALS AND ISDN MOVE (NOT 2 > 1
DECREASE IN TERMINALS AND VSAT MOVE (NOT 2 > 1).
23.1 APPLICATION.
23.2 SERVICE DESCRIPTION — SERVICE OBCO11 (DECREASE IN TERMINAL
MOVE (NOT 2 > 1)).
23.3 SERVICE DESCRIPTION — SERVICE OBCOI I (DECREASE IN TERMINALS AND VSAT
MOVE (NOT 2 > 1))....
23.4 SERVICE AVAILABILITY.
23.5 SERVICE PRICE........
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24.0 SERVICE OBC012 —- EXCHANGE OF CRT WITH FLAT SCREEN
SUB-CATEGORIES: SIMPLE REPLACEMENT
COMPLEX REPLACEMENT.
24.1 APPLICATION.
24.2 SERVICE DESCRIPTION
24.3 SERVICE AVAILABILIT
24.4 SERVICE PRIC
25.0 SERVICE OBC013 —
25.1 APPLICATION.
25.2 SERVICE DESCRIPTION.
25.3. SERVICE AVAILABILIT .
25.4 SERVICE PRICE. o
26.0 SERVICE OBC018 —- CONVERSION ON SIT
26.1 APPLICATION. a
26.2. SERVICE DESCRIPTION
26.3. SERVICE AVAILABILIT
D HOC BRANCH CHANGE.
26.4 SERVICE PRICE.
27.1
27.2 SERVICE DE
27.3. SERVICE AVAILABILIT
27.4 SERVICE PRICE..0.....cccscesesesecseseseeeeeeseceeeceuseeseeeeneecesenesesnessiseesesesesenensisenseseseseneeeee 75
28.0 SERVICE OBC023 —- EXCHANGE OF FIXED WITH MOBILE (LUGGABLE)
HORIZON KIT (AND VICE VERSA)
28.1 APPLICATION. ve
28.2 SERVICE DESCRIPTION
28.3. SERVICE AVAILABILIT
28.4 SERVICE PRICE........
29.0 SERVICE —-OBC024 PREMIUM EMERGENCY/REOPEN SERVICE.
30.0 OTHER OBC SERVICES...
30.1 PIN PAD REKEYING.
30.2 HORIZON EQUIPMENT REFURB
30.3. 2° & SUBSEQUENT COUNTE!
30.4 PLANNED CLOSURE.
30.4.1 Standard and VSAT.
30.4.2 Service site only.
30.5 PLANNED SHORT NOTICE CLOSURE,
30.5.1 Standard and VSAT.
30.5.2 Service Site only...
30.6 UNPLANNED URGENT CLOSURE
30.6.1 Standard and VSAT........
30.6.2 Service Site only...
30.7 COUNTER DECREAS
30.8 I COUNTER DECREASE
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30.9 COUNTER INCREASE... se
30.10
30.11
30.111
30.12
30.13
30.13.1
30.13.2
30.14
30.15
30.16
30.17
30.18
VERSA)
31.0 APPENDIX A.
OPENING, RE-OPENING OR RE-OPENING (RELOCATION).
SIMPLE REFURBISHMENT...
Standard and Service Site only.
COMPLEX REFURBISHMENT (COMMS MOVE ONLY).
SIMPLE RELOCATION
Standard and VSAT.
Service site only...
COMPLEX RELOCATION — INCREASE IN TERMINALS.
COMPLEX RELOCATION — DECREASE IN TERMINALS (NOT 2 TO 1).
EXCHANGE OF CRT WITH FLAT SCREEN.
CONVERSION ON SITE...
EXCHANGE OF FIXED WITH MOBILE (LUGGABLE) HORIZON KIT (AND VICE
102
103
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1.0
2.0
3.0
Background
This document contains the description of the services Fujitsu Services will supply in
order to deliver the Horizon System estate changes, needed to support Post Office
Branch changes - agreed as business requirements within reference [Ref 1].
This document now includes pricing information, and details of the application of each
service. As such, it now incorporates, and supersedes, the Operational Business
Change — Branch, Change Catalogue, and the Operational Business Change — Branch,
Schedule of Service Prices. Underpinning this document are two other documents
held under change control. These documents are documents Ref [1] and Ref [2], and
this document should be read in conjunction with those associated documents.
Intent
The intent of this integrated document is to provide the descriptions and prices of the
services that Fujitsu Services will provide to support Operational Business Change
within the Post Office retail network.
Scope
This document describes the main elements of each change type that are the
responsibility of Fujitsu Services to deliver, the circumstances under which each
change type will be required to support a planned Branch change activity, the
availability of the service, and the price for the service and any optional elements.
The service descriptions provided in this document are an abbreviated summary of the
actions required to deliver the change. The full End-to-End process details, milestones
and timetable schedule for OBC Branch changes, as agreed between Post Office Ltd,
Fujitsu Services, and other Post Office Ltd subcontractors, are documented in the
appendix to the OBC Branch Interface Agreement [document ref. 1 CS/IFS/003].
Many of the principal service types have variable elements depending on the type of
communications used at the branch, or the exact nature of the change required. Within
the Service Description section of this document (Paragraphs 10.0 to 29.0); each of
the primary Service Descriptors is listed, followed by the Sub-category options that are
described within that section of the document. Where reference is made to one
particular sub-category of a service descriptor, this is shown in the format Service
Descriptor (Sub-category option) — for example ‘Simple Relocation (Standard)’.
Fujitsu Services have previously undertaken the connection of Weigh Scales and
Uninterruptible Power Supply units on behalf of Post Office. Post Office is now using
alternative suppliers for connection of these items. As such, the processes for these
installations are not contained within this document. As there is no Fujitsu Services
involvement in these processes, it is not a requirement for Post Office to inform Fujitsu
Services of their implementation through completion and submission of an OBC20
form.
Post Office Ltd is not required to inform Fujitsu Services about any OBC20 forms
which are non-chargeable. However, for information purposes only it is helpful to
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Fujitsu to receive copies from POL NIST of OBC20’s for the following: OBC0008,
OBCO013 (Some), OBC022.
4.0 Change Control
This document is to be held as a contract controlled document. It should be subjected
to regular joint reviews by Post Office and Fujitsu Services. It should be reviewed at
least annually, and following any major change to the OBC processes or services
offered, or any change to service prices.
5.0 Service Requests
Requests for the delivery of services will be made through the submission of an
OBC20 request form, in accordance with the requirements and timescales detailed in
document reference [1].
The OBC20 form must be fully completed, and indicate clearly:
e The nature of the change required
e The type of data communications currently used at the Branch, or anticipated for a
new Branch
e The specific dates on which the Fujitsu Services actions are required
e The Branch FAD code (for detailed information on FAD codes see Fujitsu
Services/Post Office Ltd Operational Business Change - Branch Interface Agreement,
document reference 1 CS/IFS/003), address, a contact name, and a contact telephone
number
e The solution required at the Branch — fixed or mobile (luggable) solution; if a
mobile solution is required, the OBC20 must indicate whether the request relates to
the storage or service location.
e All other information relevant to the type of change requested, and any information
specific to this particular change request.
NB: Non-chargeable OBC20s are sometimes sent to Fujitsu for information only.
These are not to be included in the Fujitsu error list.
6.0 Responsibilities
6.1 Post Office
Post Office’s obligations and responsibilities are as described within the latest version
of Document References.
e To submit clear, complete and unambiguous requests on an approved OBC20 form
e To submit any amendments to those instructions on an approved OBC21 form
e To request services with sufficient lead times to comply with those detailed for the
services described in Document Reference [1]
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e To ensure that a Branch survey, preparation and equipment lay-out activities are
completed by the due date and are compliant with Fujitsu Services specification as
defined in CS/STD/001 the Definition of a Compliant Counter for OBC V. 3 October
2004.
e To enable access to the premises for Fujitsu Services’ employees or agents, in
order that works may be completed to schedule
e To ensure that other suppliers also complete their works to schedule, so as not to
prevent Fujitsu Services’ employees or agents from completing their obligations
¢ To submit completed branch Survey Completion Packs to Fujitsu Services for
saving to CD format.
6.2 Fujitsu Services
Fujitsu Service’s obligations and responsibilities are as described within the latest
version of Document References. To receive changes submitted on an OBC20 form,
and to process them without undue delay, provided that the change requested is of a
type supported by Fujitsu Services
e To process any amendments submitted on an OBC21 form, and to record any
additional information in connection with a change submitted via e-mail
¢ To implement changes to outlet configuration via the OCMS Configuration
Management System, and thereby initiate necessary software amendments for the Post
Office Branch
e To order, schedule the installation by BT, test, and enable (via OCMS) any ISDN
communications provision, and as well as ordering and scheduling any move of
existing ISDN communications points (by BT). Fujitsu Services will use reasonable
endeavours to achieve am or pm appointments by BT (where requested by Post
Office), but this is subject to agreement by BT and cannot be assured.
e To schedule the attendance of Fujitsu Services engineers where appropriate, on the
dates requested by Post Office. Fujitsu Services guarantee the attendance of a Fujitsu
Services engineer on the scheduled date at 09:00. To reduce the need for repeat visits
Fujitsu engineers will carry “boot stock” of Horizon equipment.
¢ To e-mail a POL Receipt spreadsheet report to Post Office Ltd POL NIST within
two working days of receipt of the OBC20, and to undertake all work in strict
accordance with the instructions provided by Post Office Ltd.
e To manage exceptions and escalations when necessary, using reasonable
endeavours to ensure that branch “go-live” dates are met.
e To ensure that Horizon equipment provided for use in Branches has been
refurbished, including a functional test, safety test and electrical test, is clean, and that
processor base units have been pre-loaded with the current software baseline build
¢ To ensure that fit-for-purpose refurbished Horizon counter equipment is made
available for collection by the Post Office nominated contractors
e¢ To work with Post Office Ltd at all times to deliver change in an assured quality,
timely and cost-effective manner
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e Where an ISDN line installation is not possible at a branch — to arrange an
expedited Satellite (VSAT) survey and VSAT installation, to try and meet the original
branch “go-live” date.
¢ To provide Post Office Ltd POL NIST with a weekly spreadsheet report on a
Monday for all the works for which Fujitsu Services is responsible
e To save the Survey Completion Pack into CD format and to forward a copy to
Post Office Ltd POL NIST.
e For future Software Releases and Data Centre Upgrades, Fujitsu is to be pro-
active in identifying and informing POL NIST, at least 10 weeks in advance where
possible, of the details of the potential impacts, risks and issues, timing and duration,
regarding OBC Branch Openings/Re-openings, Relocations, Counter
Increases/Decreases (i.e. any OBC Branch activities involving the configuration of
Horizon counters). Noted that time scales may be subject to move and 10 weeks
advance notification may not always be possible due to differing circumstances which
are outside of the control or influence of OBC Team.
e To be proactive in formulating and implementing contingency arrangements and
workarounds, as appropriate, to minimise disruption to Post Office Ltd’s OBC Branch
operation, as a result of new Software Releases and Data Centre Upgrades.
Detailed in the sub-paragraphs below are some additional points of clarification in
connection with elements of the service delivered by Fujitsu Services:
6.2.1 Packaging
Where packaging is to be made available for use by Post Office or its agents, Fujitsu
Services will ensure that the packaging is appropriate for the Horizon system
configuration installed, or planned to be installed, at that particular Post Office Branch
and provides the content with adequate protection against damage.
The packaging will vary dependant upon whether the Branch uses a fixed or mobile
configuration, the type of monitor deployed at the Branch, and the type of back office
printer deployed.
6.2.2 Horizon Counter Equipment
Where Horizon Counter Equipment is due to be provided by Fujitsu Services for
implementation at a Branch, Fujitsu Services will ensure that equipment is supplied
commensurate with the Branch software configuration.
e For the avoidance of doubt, a complete set of Horizon Counter Equipment
comprises:
o A base unit (single position gateway, multi-position gateway, or multi-position
slave)
A keyboard
A monitor (CRT or flat screen)
A counter printer (Ithaca)
ooo 8
A Barcode scanner
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o APIN Pad
o Each Branch will also be supplied with an A4 reports printer (also known as
the “back office” printer).
o All associated cabling and power supply units for the peripheral items listed
above.
e The following items and elements do not form part of the Horizon Counter
Equipment:
0 The Paypole (used to support the PINPad)
o The electrical installation and sockets
o The LAN installation, cabling and data sockets, including any hub required
and the Gateway PC to ISDN/VSAT cable
o The Branch counter itself.
6.2.3 Horizon Luggable Equipment
Where Horizon Counter Equipment is due to be provided by Fujitsu Services for
implementation at a Mobile Branch, Fujitsu Services will ensure that equipment is
supplied commensurate with the Branch software configuration.
Horizon Equipment
Supplied at ‘Storage’ Site
1 x Mobile Unit PATMOBPC — ISDN
PATMOBPC - VSAT
1 x Mobile Data Cable PATPINBLUEDATA
1 x PINPAD (incl. Privacy shield) PATPINPAD (PATPINPRIVSHLD)
1 x PINPAD Data Cable PATPINREDDATA
1 x PPMB PATPINMOBPSU
1 x A4 OKI Printer PATOKI8P-PTR
1 x Power Lead for A4 OKI Printer N/A
1 x Carry Case for Luggable N/A
1 x Toner Cartridge N/A Supplied by Triage at install
1 x Data Lead for Oki Printer N/A
1 x Drum Kit N/A Supplied by Triage at install
1 x Pack A4 Paper N/A Supplied by Triage at install
1 x Ithica Printer PATITH94PTR
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1 x Power Lead for Ithica Printer PPS5S01009 ISS 4
1 x Ithica Pack contains:-
1 x new ribbon
3 x tally rolls
1 x data cable
1 x “filter” lead
1 x Bar Code Reader PATWAL3400BCR
1 x BCR Data Lead PATMOBWALCABLE
1 x Robust Connector lead (female fitting)
Romec supply
1 x Robust Connector lead (male fitting)
Romec supply
1 x ISDN/PSTN backboard
Romec supply
1 x ISDN lockable security box (optional)
Romec supply
e 1 xnew ribbon
e 3x tally rolls
e 1x data cable
e 1x “filter” lead
1 x Bar Code Reader PATWAL3400BCR
1 x BCR Data Lead PATMOBWALCABLE
1x PPMB PATPINMOBPSU
1 x Ithica Printer PATITH94PTR
1 x Power Lead for Ithica Printer PP501009 ISS 4
1 X Ithica Pack — pack contains:- N/A
1 x Robust connector lead (female fitting)
Romec supply
1 x ISDN / PSTN backboard
Romec supply
1 x ISDN lockable security box (optional)
1 x CTX Flat Screen
Romec supply
PATCTXFLAT
1 x Touch Screen Lead
N/A
1 x CTX Mains Cable
PATCTX-MAINS-CABLE
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1 x CTX Base Stand N/A
1 x CTX Mains Adaptor PATCTX-MAINS-ADAPTOR
1 x RS232 Cable PATCTX-RS232-CABLE
1 x Keyboard PATDEVLKBD
6.2.3.1 Horizon Counter Equipment Commissioning and Configuration
Horizon Counter Equipment will be supplied in a clean, reconditioned and serviceable
condition, and all base units will be pre-loaded with the current software build, but
with all data from previous usage removed. The equipment will be transported to the
Branch by Post Office’s nominated contractor, who will unpack the equipment,
assemble it, and lay it out on the Post Office Branch counter in accordance with the
survey plan. Having laid it out, the Post Office engineer will power up the equipment,
and complete a Europa test of the hardware; the engineer will leave the printout of the
Europa test results for the attention of the Fujitsu Services engineer. The Post Office
engineer will connect the Horizon equipment to the Branch LAN, but will not attempt
to commence the software configuration download; as such, the Post Office engineer
will leave the counter equipment at the point where the system requests the entry of a
barcode reference.
The Fujitsu Services engineer will attend site subsequently, and complete the
Equipment commissioning, through the following activities:
. Ensure that the Europa test has been completed fully, and if not, complete it.
Any equipment that was found to be faulty when the Europa test was originally
completed will have been flagged back to Fujitsu Services by Romec, and the Fujitsu
Services engineer will take a replacement component with him and install it.
Note: A Europa hardware test can only be undertaken the first time that Horizon
equipment is used at a branch - i.e. it will only apply to equipment used to support a
new Branch Opening, or additional counter installations at an existing branch. Hence it
is only in these circumstances that the Post Office engineer can perform the test, and
that the Fujitsu Services engineer can validate that the test has been successfully
completed.
. Ensure that the Horizon kit is correctly connected to the LAN
. Ensure that the Horizon kit is still laid out in accordance with the agreed plan
determined at the site Survey and Preparation, and correct it if not.
. Initiate the software configuration of the new counter position by entering the
requested system barcode reference.
. Download the Branch software configuration (see paragraph 6.2.2.1.1)
. Finally, the engineer will initialise the PIN Pad - a process which is not
undertaken as part of the Europa test.
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6.2.3.1.1_ Horizon Counter Equipment software configuration download and set-up.
The time taken for the download of the Branch configuration will vary significantly, and
will be affected by whether the equipment is being installed as part of a Branch opening,
re-opening, or counter number increase. The following times are indicative only:
¢ Configuration of a gateway unit — Minimum 5 hours (inclusive of pin pad
configuration
e Configuration/exchange of slave units - Minimum of 4 hours each (inclusive of
pin pad configuration
e Synchronisation of a gateway and slave unit — Up to 30 minutes
e Exchange of gateway units — Approximately 30 minutes
Fujitsu Services are aware of the importance that POL attaches to having Horizon
counters fully operational in a shorter timescale. Fujitsu have recently reduced PIN Pad
commissioning times from 45 minutes per unit to 15 minutes and are currently
examining the feasibility of compressing the “Message Store”, to reduce Horizon kit
configuration times and to address “slow builds”.
DN: Fujitsu are now switching on counters into “Riposte” during “Relocations” before
the gateway is configured. This has the potential to reduce configuration of the site to
within 90 minutes.
7.0 Commercial Aspects
7.1 Service Prices
The service prices detailed in this document will be subject to annual amendment, and
will increase in accordance with the terms of Paragraph 10 to Schedule 10 of the
Fujitsu Services/Post Office Agreement.
Where, exceptionally, Network Provision supply costs increase beyond the rate of
inflation, Fujitsu Services reserves the option to seek to renegotiate these charges with
Post Office.
The service prices detailed in this document are exempt from the standard VAT rate of
17.5%. Once the invoice has been submitted to Fujitsu’s Central Financial Services
Team VAT is then added.
Where Fujitsu Services engineer activity is requested to occur outside of their standard
service hours, detailed in paragraph 9.2.3, or is required to complete work outside the
standard service hours due to circumstances that are the responsibility of the Post
Office or its agents or subcontractors (other than Fujitsu Services), then an “out of
hours” or “bank holiday” charge will become payable, as appropriate.
Where Fujitsu Services engineer activity is requested to occur partly within, and partly
outside the standard service hours, or is required to complete partly within and partly
outside the standard service hours due to circumstances that are the responsibility of
the Post Office or its agents or subcontractors (other than Fujitsu Services), then the
charges will be calculated on a “pro rata” basis between the in hours, and out of hours
prices.
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7.1.1. VSAT installation and de-installation prices
In the individual service descriptions below, options are shown for ordering work to
install, relocate, or de-install VSAT satellite communications.
In cach case, comment is made that the price will vary according to the exact nature of
the work required and the location of the Post Office Branch. This is because there
are many variable elements within a VSAT provision, and the exact requirements in
each installation will depend on, for example, the construction of the building or the
requirements of the local Council, as well as any excess travel costs. Hence, the prices
quoted are indicative only, and must not be taken to reflect a price or quotation for
any specific job that either has already been completed, or may be the subject of any
future OBC service request. Individual quotations must be requested wherever exact
pricing information is required.
TAAA VSAT installation
VSAT installation may be required to support services OBC006 (Opening), or
OBC007 (Reopening), detailed in paragraph 16.0 below.
Standard installation is provided as part of an inclusive package with the first year’s
satellite communications rental, and hence, under OBC, no separate or additional
charges are levied for a standard installation itself.
The standard installation includes the supply of the equipment and its installation
within mainland UK using a standard wall mount, plus the submission where required
of standard planning application. There are, however, some instances where aspects of
the installation are not "standard", and incur additional charges.
The main items that fall into this category are as follows:
Additional RJ45 connectors (approximately £50)
RJ 45 extensions (approximately £220)
PES brackets for wall mounting (approximately £110)
Flat roof mounting for dish (approximately £320)
T&K Dish mounting (approximately £350)
There are some other items that have variable prices, and these can only be quoted for
on an individual basis. Examples would include dish painting (where the cost will vary
dependant on whether the colour the council stipulate is a "standard" colour and on the
size of the dish required), King Posts, concrete mounting bases, mounting tubes, or
additional ballasting for a dish. Additionally, supplementary charges could arise from
excess travel costs due to having to hire specialist vehicles to complete non-standard
jobs, additional or specialist ferries, abortive visits, overnight accommodation where
ferry schedules preclude completion within a day, re-submission of planning
applications due to a change in plans, or compliance with special planning conditions.
7.1.1.2 I VSAT relocations
VSAT relocations may be required to support services OBC009 (Complex
Refurbishment), OBCO10 (Simple Relocation) or OBCO11 (Complex Relocation)
detailed in paragraphs 18.0 through to 23.0 below.
Where existing satellite equipment (satellite dish and/or PES) is relocated, we can give
no firm pricing, and any such job would be entirely on an individual quotation basis.
This is because the price is dependent upon what is being relocated, and how far.
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As a guide, a move of PES only which did not require any cabling alterations is likely
to cost in the region of £200.
7.1.1.3 VSAT de-installations
VSAT de-installations may be required to support services OBC001, OBC002 or
OBC003 (Closures), detailed in paragraphs 10.0 through to 12.0 below.
When a satellite office is closed, the satellite equipment (satellite dish, PES and
fittings) should be de-installed.
A charge is levied because de-installation does not form part of the original installation
charges, and obviously incurs cost in terms of the time and expense of travelling to site
and completing the work. If this charge is not levied, then the equipment remains on
site, and the airtime satellite rental continues to be charged. De-installation removes
the dish, PES and fittings, but would not routinely remove non-standard installation
infrastructure, such as King Posts or concrete bases; if King Posts or base removal was
required then this would be the subject of an individual quotation.
The cost for standard de-installation, excluding any excess travel costs, is
approximately £270.
7.1.2 Geller Till Prices
In the event of an OBC20 submission which includes the necessity for removal or
relocation of a Geller Till within the Branch then this function would attract a charge
to Post Office Limited of £483.31 for the fist visit of the Geller engineer and £441 for
each subsequent visit to that branch.
In the event of a Geller till needing removal or closure then the following process will
ensue:
OBC receive an OBC20 from POL to move the till or remove the till from an office
which may be closing. OBC raise the Powerhelp call with details of the dates Geller are
requested to attend. HSD contact Geller arrange for Geller engineer to attend on the
given date(s). HSD update the Powerhelp call to say something like "date of 29/01/06
confirmed with Geller". The call will remain on the "Geller" Powerhelp stack until the
work is complete. If there are any OBC21 amendments or additional information which
is received later Fujitsu Services OBC will update this in the Powerhelp call and voice
this additional information to HSD on hunt group number 7281 5460 updating the
Powerhelp call with the name of the person who was voiced in HSD
7.2. Charging Principles
7.2.1 Permissible Charges
Fujitsu Services shall be entitled to charge for work completed under Operational
Business Change — Branch, for the following items:
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7212
7.21.3
OBC Services Delivered
Each OBC Service completed shall be chargeable on the basis of the “Service Price”
charges detailed below, as amended in due course by paragraph 7.1 above.
Additional Administration
Where Post Office raises an OBC21 amendment form to change instructions already
issued on an OBC20 form, Fujitsu Services will be entitled to levy an additional
administration charge. For the financial year commencing 1“ April 2005, this charge
is £ 21.90 per OBC21 form raised. If the OBC21 is being issued at the request of or
due to a failure by Fujitsu Services these OBC21’s will not be chargeable to POL and
will not be included within Fujitsu Error Lists and within the OBC Branch Monthly
Statistics.
An OBC21 amendment form will be required in all cases where changes are required
to the dates planned for delivery of any element of the OBC service which are within
the control of Fujitsu Services — for example changes to the dates or times scheduled
for BT, HNS, or Fujitsu Services engineer attendance.
Additionally, an OBC21 amendment form is required in all cases where the details
relating to the branch need amending, including the location, manager, contact details,
access instructions, nature of work required, or number of counter terminals (total or
affected). An OBC21 is required in these cases, as this information must be
communicated to the Fujitsu Services OBC suppliers, including Cable & Wireless and
the Fujitsu Services Engineers.
Where Post Office are able to supply additional information relating to a change which
does not materially change the instructions previously issued on the OBC20, then this
information will be communicated to Fujitsu Services by way of an email or telephone
call. An email is acceptable, for example, when advising of changes to dates scheduled
for other suppliers (e.g. survey and prep dates for Romec, or scales implementation by
Avery), or for amendment of details that do not affect Fujitsu Services delivery of
OBC service - for example changes to scales, security, or cash and stock funding
details. Email is also acceptable to advise of changes to the hours of business at the
branch, provided that this change does not affect the scheduled attendance of Fujitsu
engineers i
Mailbox —
_I Under these circumstances, where an OBC21
is not issued, there will be no additional administration charge.
Cancellation charges
Change orders, once sent to the OBC Branch mail box, will be accepted as firm, and
internal work and sub-contractors will be instructed accordingly. Where Post Office
subsequently raises an OBC21 amendment form to cancel instructions already issued
on an OBC20 form, Fujitsu Services shall be entitled to levy a cancellation charge.
This cancellation charge will equate to the administration charges associated with the
OBC21 form (as detailed in paragraph 7.2.1.2 above), plus any other costs incurred or
committed up to the point where the cancellation instructions were received.
Where Post Office subsequently raises an OBC21 amendment form at the request of
Fujitsu Services, to cancel instructions already issued on an OBC20 form, Post Office
shall be entitled to levy a cancellation charge. This cancellation charge will equate to
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the administration charges associated with the OBC21 form, plus any other costs
incurred or committed up to the point where the cancellation instructions were
received.
The Cancellation and Postponement policy can be viewed in the Branch Interface
Agreement (CS/IFS/003).
7.2.14 Storage
Fujitsu Services shall be entitled to invoice for the storage of sets of counter equipment
that have been removed from the Post Office live estate and not returned to service.
This shall be assessed by deriving the number of “OBC storage” systems, using the
following calculation:
38390-<number of live Branch counter positions>-<number of non-live systems>.
Each “OBC storage” system shall be charged at £2 per month.
The number of Branch counter positions would be assessed as half the number of
positions at the start of each calendar month plus the number of positions at the end of
the calendar month; the number of non-live systems would be similarly assessed, and
would represent those units in use at the Counter Training Offices, and stand-alone
systems at Dearne House, Doxford, Chesterfield, and the training development teams.
As an alternative to paying the storage charges on surplus OBC storage systems, Post
Office may notify Fujitsu Services that it wishes to divest itself of such surplus stock.
Environmentally friendly disposal of this equipment will attract a charge of £4.50 per
item. Fujitsu Services may then, at its discretion, either scrap the equipment or retain
it at Fujitsu Services’ cost. In the event that Post Office requests, in advance, that
equipment be scrapped, then an amended Inbound Refurbishment price will no longer
be applied, to recognise that equipment inspection and test was no longer required.
Fujitsu Services have assessed the costs that would result from this policy, including
those for Environmental Disposal of the equipment. Fujitsu Services shall not invoice
Post Office Limited for the Environmental Disposal of equipment due to the accrual of
such costs since contract inception.
7.2.1.5 Excess attendance or damage
The prices quoted below are based on the expectation that Fujitsu Services engineers
will be able to deliver their obligations free from hindrance, and that packaging and
equipment supplied to Post Office or its agents for the delivery of Branch change will
be treated with care.
As such, in the event that an engineer is required to carry out additional tasks which
are not part of Fujitsu Services obligations, then Fujitsu Services shall be entitled to
claim a supplementary amount based on engineers’ hourly rates detailed within Section
8.5 to Schedule 10 of the Agreement. Such tasks would include, but are not limited
to, laying out of Horizon equipment, re-laying out of Horizon equipment to comply
with survey drawings, or correcting cabling errors.
Equally, where damage other than normal wear and tear is occasioned to packaging or
Horizon equipment whilst at Post Office’s risk, Fujitsu Services shall be entitled to
claim a supplementary amount as recompense. For the purposes of this paragraph,
equipment will be considered to be at Post Office’s risk when:
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ein transit - where such transit has been arranged by Post Office or its nominated
agents or sub-contractors
«in storage - at a Branch prior to laying-out, or when stored during refurbishments
e prior to commissioning — at a Branch, subsequent to laying-out but prior to
commissioning.
e Post Office Limited will not be responsible for any Horizon kit that is damaged
whilst in the care of Triage.
© Post Office Ltd will not be responsible for any Horizon kit that is found to be ‘dead
on arrival’, damaged or not ‘fit for purpose’ through no fault of its own, or its sub-
contractors.
The amount claimed shall be equivalent to the reduction in anticipated life in any
packaging equipment (based on a charge of £15.48 per usage of a set of packaging
material, and an expected life of five trips), or the costs of additional equipment
refurbishment required where the Horizon counter equipment has sustained damage.
Charges for reduction in anticipated life of packaging material will be levied only
where there is evidence of mis-use, loss or damage in excess of normal wear-and-tear.
The life expectancy of a set of packaging material (i.e. five trips) has previously been
established as representing the point at which the packaging will have deteriorated
through normal wear and tear to the degree that it is no longer fit for purpose. Where
a charge for mis-use, loss or damage is levied, due assessment will be made of the
overall condition of the packaging before it was lost or damaged, and the charge
adjusted accordingly.
In all cases covered by paragraph 7.2.1.5, supporting information will be provided to
Post Office, to assist them in recovering such costs.
7.2.2. Service Delivery Failures
Post Office may request, and Fujitsu Services may meet, reimbursement of reasonable
additional costs (typically staff, travel, and subsistence costs) on a case by case basis,
in circumstances where severe operational disruption has been caused solely by a
Fujitsu Services service delivery failure. Such claims are to be submitted to the Fujitsu
Services Service Delivery Manager for individual consideration.
7.2.3 OBC Prepayment
The charges payable by Post Office to Fujitsu Services in connection with paragraph
2.2 to Schedule 10 of the Agreement include an element of pre-payment towards the
variable volume element of Branch change. This amount has been agreed as follows:
Financial Year 2003/2004 £600,000
Financial Year 2004/2005 £616,800
Financial Year 2005/2006 £621,000
Financial Year 2006/2007 £450,000
Financial Year 2007/2008 £450,000
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Financial Year 2008/2009 £440,000
Financial Year 2009/2010 £430,000
7.2.4 Invoicing
8.0
8.1
Fujitsu Services will assess the charges due to Post Office for Operational Business
Change — Branch each month, in accordance with the terms outlined in paragraph 7.2.1
above.
A summary will be issued to the Post Office POL NIST Central team each month to
facilitate checking. Full supporting information will be supplied in spreadsheet form,
showing at least the Change Control Number, FAD code, change type completed, the
date that the change was completed, the number of counters affected, details of any
additional charges, and the total cost of each individual change.
At the end of June, September, December and March, the summaries for the preceding
three months will be amalgamated, and a total invoice value derived. A credit will then
be applied to this invoice value, equivalent to 25% of the prepayment amounts
applicable to that Financial Year detailed above in paragraph 7.2.3.
Fujitsu Services will issue a quarterly invoice to Post Office that will be nett of the
‘credits’ listed above. If the value of the credit exceeds the total invoice value for that
period, then no invoice will be issued; the balance of the credit will be “lost”, and not
carried over into any subsequent charging period.
In order not to unnecessarily delay payment of invoices, Post Office will settle the due
amount less any disputed entries or amounts.
Fujitsu Services will respond to POL queries on OBC Branch invoices within one
week and Fujitsu will use reasonable endeavours to resolve issues on invoices with
POL within two weeks.
Service Metrics
Service Volumes
During the period April 2004to March 2005, Fujitsu Services delivered a total of 3188
OBC Branch physical changes - an average of 266 changes per month, this figure
includes Network Reinvention programme changes. In the interests of delivering
branch change as cost effectively to Post Office as possible, the Fujitsu Services OBC
team has been sized to deliver this volume of change on a regular basis. It is in the
interests of both parties to predict changes to this demand rate and to work together to
smooth out peaks and troughs in demand, in order to ensure that sufficient resource is
available to meet increases in the demand for OBC service delivery, or that resource is
not being retained needlessly.
Furthermore, the Fujitsu Services OBC controller role is a specialised task within
Fujitsu Services, and makes use of a range of bespoke tools and systems that are not
deployed elsewhere within the company; as such, additional staff need extensive
training before becoming fully operational. Hence, both parties will work together to
anticipate changes to the demand rate of OBC services.
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As part of a monthly report on the OBC service delivery, Fujitsu Services will include
details of service volumes to enable the demand rate to be monitored.
Reference Data changes required to accommodate OBC Branch change are managed
separately within Fujitsu Services, and are outside the scope of this document. This
paragraph relates to physical branch changes in particular.
For the avoidance of doubt, the intent of this paragraph is not that increases in OBC
volume will generate a variance in the terms of the agreement between the parties. It
is simply intended as a measure of service volumes and to provide Fujitsu Services
with sufficient notice of intended changes to those volumes to enable appropriate
resources to be deployed in support of OBC Branch. It is in the interests of both
parties that this should be the case, to ensure that Fujitsu Services are in a position to
support Post Office’s Branch change strategies.
Additionally, the maximum number of “unplanned” changes (i.e. “emergency” Post
Office closures) that can be supported is 2800 per annum.
8.1.1 Specific Programmes
Where Post Office wish to implement a specific programme which will result in this
demand rate altering, this will be discussed in advance at the regular OBC BORF
meeting, and minuted accordingly. Where such a programme is anticipated to alter the
demand rate by greater than 20% (i.e. increasing to a regular demand in excess of 250
changes per month, or reducing to less than 200 changes per month), Post Office Ltd
will use reasonable endeavours to give Fujitsu Services three months notice in writing
of the implementation of such a change and its expected duration. This is to enable
Fujitsu Services to review and adjust as appropriate the resources required to
accommodate this change.
8.1.2. Non-Specific Changes (Business as Usual)
Where the standard demand rate varies by 20% without the implementation of a
specific programme (i.e. through a non-specific change in demand), both parties will
work together to review the trend and assess future demand. The parties will work
together to agree a plan to smooth any fluctuations in demand rate, such agreement
not to be unreasonably withheld.
The ongoing business-as-usual demand rate will be detailed within the Fujitsu Services
monthly service report, and reviewed at the regular OBC BORF meetings.
9.0 Service Availability and Support
9.1
Service Support
The Fujitsu Services OBC team will act as a single point of contact for Post Office for
the scheduling and delivery of Branch change.
Any contact with the Fujitsu Services engineer team, 2" or 3“ line technical support,
British Telecom, or any other Fujitsu Services supplier or contractor may only be made
through the OBC Team.
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Authorised Post Office auditors and sub-contractors may contact the Fujitsu Services
System Management Centre for the sole purpose of validating the synchronisation of
system message stores or End of Day markers, as part of a scheduled Branch change.
Escalation is available when necessary, using the matrix detailed in the Document
reference [2]
9.2 Hours of Service
The Fujitsu Services OBC service is designed to operate primarily during the hours
covered by the OBC team as detailed in section 9.2.1. However, it is recognised that
the Fujitsu Engineers and BT engineer’s standard hours of cover extend outside of the
hours detailed in section 9.2.1. For urgent escalations outside of those hours, mobile
phone contact numbers have been provided to both Engineering and Cable & Wireless
management to enable them to contact members of the Fujitsu Services Management
team.
Contact from Romec or Auditors will be to the Systems Management Centre, who are
operational throughout the hours stated in paragraph 9.2.2.
Escalation is available using the matrix in Document Reference [2], which includes
reference to the Fujitsu Services Duty Manager, who is avai all at all times
Escalations can also be taken on the Team OBC mobil r should this
number go unanswered contact the OBC Service Delivery Manager 01
9.2.1 Fujitsu Services Operational Business Change team
The Fujitsu Services Operational Business Change team provide service during the
hours of 09:00 to 17:30 Monday to Thursday, and 09:00 to 17:00 on Fridays.
No service is provided on bank or public holidays, as applicable on a regional basis
within the United Kingdom.
Should a service-affecting emergency arise outside of those times, Post Office
management should escalate it to the Post Office Account Duty Manager (whose
contact number is shown in the OBC Branch Operational Level Agreement (Document
Ref: 2)), via the pager system operated between the two parties.
9.2.2 Fujitsu Services System Management Centre (SMC)
The Fujitsu Services System Management Centre provides service 24 hours a day,
seven days a week, excluding Christmas day.
Direct contact with the SMC is limited to validation of message store synchronisation
and checking of receipt of End of Day markers.
9.2.3 Fujitsu Services Engineer team
The Fujitsu Services Engineer team provide service during the hours of 08:00 to 18:30
Monday to Friday, excluding all bank holidays, as applicable on a regional basis within
the United Kingdom.
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Engineer support for OBC Branch Changes may be provided outside of these hours, by
prior arrangement. When service is provided outside these hours, the “out of hours” or
“public holiday” rates detailed below in the Service Prices will be chargeable.
Fujitsu Services Engineering team provides Branch equipment maintenance support as
well as OBC Branch change support:
9.2.4 British Telecom
British Telecom engineers attend site on behalf of Fujitsu Services for the purpose of
installation or relocation of Branch data communications lines.
British Telecom will indicate an appointment to be “am”, “pm” or “all day”. In this
context, “am” represents any time between 08:00 and 13:00, and “pm” represents any
time between 13:00 and 17:00.
9.2.4.1 The ISDN Reduced Risk Installation Service
Under the current working practices for the provision of an ISDN ‘’New Provide’ for
Post Office Ltd., Fujitsu ask Cable & Wireless to arrange for BT to install the new
ISDN2 line around 8 working days prior to the date that the Post Office is required to
be open for business. For those installations where the BT engineer encounters a line
plant problem (a problem with part of the BT infrastructure that prevents the
installation from being completed successfully during that visit), experience to date has
shown that there is insufficient time within the current process to rectify most types of
line plant problem and still allow the Post Office to open on schedule. In addition, once
a line plant problem has been identified, it has proven to be difficult to get BT to
provide clear, accurate and frequent updates on how the remedial work is progressing
so that Cable & Wireless is able to set Fujitsu’s expectations for when the ISDN
installation will be completed.
Cable & Wireless has agreed a new “managed installation” process with BT that can be
selected for those ISDN orders designated by Post Office Ltd. as having high priority.
All such orders will be overseen by an appointed BT co-ordinator who will closely
manage the order throughout its life. This will significantly improve the quality and
timeliness of progress updates provided by BT for these orders and will help to
expedite those orders that encounter line plant issues.
To ensure that this process is as effective as possible, and to allow sufficient time to
resolve the majority of line plant problems that typically delay installations, the BT visit
will need to take place earlier in the OBC process. This will need to be supported by
Fujitsu placing orders for managed installations earlier than the current process
requires. An analysis of line plant problems identified during the period January 2003
to December 2003 indicates that the BT engineer would need to visit the Post Office
premises at least 4 working weeks (i.e. 20 working days) earlier than normal.
On arrival at the Post Office premises, it is anticipated that the BT engineer will
encounter one of the following scenarios:
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.
The BT engineer identifies a line plant problem that prevents installation from taking
place. In this event, the engineer will inform the BT co-ordinator who will inform
Cable & Wireless straight away. The BT co-ordinator will then actively manage the
work order until the line plant problem has been resolved, keeping Cable & Wireless
regularly up to date with accurate progress information and reliable forecast of
expected completion. The co-ordinator will also agree with Cable & Wireless a
convenient date for the engineer to return to complete the installation in the knowledge
that the line plant problem will have been rectified prior to that visit.
The BT engineer visit does not identify any line plant issues but is unable to install the
NTE, either because he is unable to gain access to the premises or because the physical
state of the building prevents him from doing so (for example, where extensive
building work is underway and it is not feasible or practical to install an NTE close
enough to its intended position). In this event, the engineer will test and prove the pairs
up to the premises. The BT co-ordinator will then agree with Cable & Wireless a
convenient date for the engineer to return to complete the internal work prior to the
Horizon rollout date.
The BT engineer is able to successfully complete the installation during that visit. In
the event that internal Post Office infrastructure has not been completed and there is
no sticker marking where the NTE is to be placed, the engineer will have been
instructed to install the NTE within 2m of the intended counter position to ensure that
Horizon rollout can still take place on schedule. Once the Post Office has opened, if
Fujitsu decides that the NTE is not in the ideal position, a separate internal shift can be
arranged at a convenient date using the usual order process and at the normal shift
charge.
The cost to Post Office Limited for each managed installation will be £150.00
(exclusive of VAT). This charge will be in addition to the standard ISDN2 installation
fee. This cost will be refunded to Post Office Limited if the ISDN installation is not
completed within the agreed ISDN Reduced Risk Installation Service lead-time.
The benefits of this approach are:
e Active management of jobs by an appointed BT co-ordinator who will provide
Cable & Wireless with frequent and accurate progress updates, whilst applying
internal pressure within BT to ensure that line plant problems will be resolved as
quickly as possible. The improved quality and timeliness of information will enable
Fujitsu to better set Post Office Limited’s expectations for when these key sites will
be ready for opening.
« Where the BT engineer is unable to install the NTE on the initial visit (scenario 2
above), he will effectively conduct a partial installation, “reserving” the capacity at
both the exchange and the local distribution point and thereby preventing the
possibility that there will be no spare line capacity when he visits the site at a later
date to install the NTE.
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9.3
.
Scheduling the BT installation visit earlier in the Fujitsu OBC process will allow
sufficient time to identify and rectify most line plant problems without having to
change the original target opening date for the new Post Office.
Fujitsu can assess the sensitivity of each new Post Office and select which ones to
put through the managed order process. All other orders will continue to go
through the existing process.
Points to consider are:
Some line plant problems take significantly longer to resolve than others. For
example, installation of new cables and ducting to the Post Office could require
road works to be set up which are dependent on receiving approval from the
local council. It is impossible even for BT to assess how long this approval
process might take. Therefore Cable & Wireless’ proposal to arrange for BT to
install at least four weeks (20 working days) earlier than normal is based on the
principle of trying to recover the majority of line plant problems, rather than the
worst possible cases.
Some Post Office sites may be assessed by BT as out-of-limits for an ISDN2
service - the managed installation service cannot prevent this. However, as a
result of placing the order with BT earlier than normal, Cable & Wireless and
Fujitsu will find out this information much earlier in the process. In some
situations this may allow adequate time to install a VSAT solution and still hit
the target opening date for the Post Office.
The ISDN line rental charges will commence when BT successfully complete
the line installation. In the event that the BT engineer visits the site four weeks
earlier than normal and is able to complete the installation immediately, the line
rental will commence from that date.
The first 12 ISDN Reduced Risk Installations per calendar year are free of
charge to Post Office Ltd.
N.B. Fujitsu have allocated POL 18 free installs for 2005 (12 for 2005 and 6
outstanding from 2004).
Health and Safety
When delivering change, Fujitsu Services engineers will at all times carry out work in
compliance with current Health and Safety legislation.
Both Post Office and Fujitsu Services acknowledge their responsibilities to comply
with current Health and Safety legislation, as detailed within Document Reference [2].
Fujitsu Services engineers will advise the Post Office Branch Manager, or other on-site
representative, of any risks associated with work that they will be performing.
Equally, Post Office will ensure that a site representative will inform any Fujitsu
Services engineers of any risks present in the workplace.
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Post Office must warrant that the electrical installation intended for use with the
Horizon equipment, has been completed to the current IEE standards then in force.
10.0 Service OBCO001 — Planned Closure
Sub-Categories: Standard
VSAT
Service site only
10.1 Application
Post Office will require service OBC001 when a Post Office Branch ceases to trade
and where removal of the Horizon equipment is required. Where the Branch currently
uses VSAT communications, the VSAT sub-category is required. An OBC20 needs to
be submitted 10 working days before branch strip out.
10.2 Service Description — Service OBC001 (Standard)
Fujitsu Services will
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
e@ Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
e Update Branch Management Data, including the Branch configuration, to reflect
closure
e Accept and implement reference data changes supplied by Post Office
e Support the synchronisation of data, through the acceptance of calls from the Post
Office auditor and Romec engineers to verify the synchronisation of transaction
records and receipt of End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e Arrange for the cessation of the ISDN line
e On receipt of the Horizon equipment at the appointed equipment refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
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10.3 Service Description — Service OBC001 (VSAT)
Fujitsu Services will deliver the service aspects as detailed in Service OBC001
(Standard), with the following variations:
e Fujitsu Services will arrange for the cessation of the VSAT service (in lieu of
cessation of the ISDN line), and the removal of the satellite dish, PES and associated
fittings.
10.4 Service Description — Service OBC001 (Service site only)
Fujitsu Services will
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
e Arrange for the cessation of the ISDN line
© On receipt of the Horizon equipment at the appointed equipment refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
10.5 Service Availability
Service OBC001 (Standard, VSAT or Service site only) does not normally require on-
site attendance by a Fujitsu Services engineer. The OBC Team does not provide
support “out of hours”. The Fujitsu Services elements of this change type are
therefore only available during normal working hours.
10.6 Service Price
For the 2005-2006 financial year, the price for service OBCOO1 (Standard) is as
follows:
Tn Hours Out of Hours Public Holiday
1* Counter £360.33 Nia Nia
2 & Subsequent I £97.60 Nia Nia
counters (per
counter)
For the 2005-2006 financial year, the price for service OBC001 (VSAT) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £360.33* Nia Nia
2° & Subsequent I £97.60* Nia Nia
counters (per
counter)
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* The removal of the satellite dish, PES and associated fittings will be a supplementary
charge to these prices.
The supplementary charge will be subject to individual
quotation, and will vary according to the exact nature of the work required and the
location of the Post Office Branch. For more information, see paragraph 7.1.1.3
above.
For the 2005-2006 financial year, the price for service OBC001 (Service site only) is as
follows:
In Hours
Out of Hours
Public Holiday
1* Counter
£141.38
N/a
N/a
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11.0 Service OBC002 — Planned Short Notice Closure
Sub-Categories: Standard
VSAT
Service Site only
11.1 Application
Post Office Limited will require service OBC002 when a Post Office Branch ceases to
trade and where removal of the Horizon equipment is required. Where the Branch
currently uses VSAT communications, the VSAT sub-category is required. An OBC20
needs to be submitted between day —7 and day —1 where strip out is due on day +2.
11.2 Service Description — Service OBC002 (Standard)
Fujitsu Services will:
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
« Update Branch Management Data, including the Branch configuration, to reflect
closure
e Accept and implement reference data changes supplied by Post Office
e Support the synchronisation of data, through the acceptance of calls from the Post
Office auditor and Romec engineers to verify the synchronisation of transaction
records and receipt of End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e Arrange for the cessation of the ISDN line
e On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
11.3 Service Description — Service OBC002 (VSAT)
Fujitsu Services will deliver the service aspects as detailed in Service OBC001
(Standard), with the following variations:
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11.4
11.5
11.6
e Fujitsu Services will arrange for the cessation of the VSAT service (in lieu of
cessation of the ISDN line), and the removal of the satellite dish, PES and associated
fittings.
Service Description — Service OBC002 (Service Site only)
Fujitsu Services will:
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
e Arrange for the cessation of the ISDN line
e On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
Service Availability
Service OBC002 (Standard or VSAT) does not normally require on-site attendance by
a Fujitsu Services engineer. The OBC Team does not provide support “out of hours”.
The Fujitsu Services elements of this change type are therefore only available during
normal working hours.
Service Price
For the 2005-2006 financial year, the price for service OBC002 (Standard) is as
follows:
In Hours Out of Hours Public Holiday
1* Counter £360.33 Nia Nia
2" & Subsequent I £97.60 Nia N/a
counters (per
counter)
For the 2005-2006 financial year, the price for service OBC002 (VSAT) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £360.33* Nia Nia
2" & Subsequent I £97.60* Nia N/a
counters (per
counter)
* The removal of the satellite dish, PES and associated fittings will be a supplementary
charge to these prices. The supplementary charge will be subject to individual
quotation, and will vary according to the exact nature of the work required and the
location of the Post Office Branch. For more information, see paragraph 7.1.1.3
above.
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For the 2005-2006 financial year, the price for service OBC002 (Service site only) is as
follows:
In Hours
Out of Hours
Public Holiday
1* Counter
£141.38
Nia
Nia
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12.0 Service OBC003 — Unplanned Urgent Closure
Sub-Categories: Standard
12.1
12.2
VSAT
Service Site only
Application
There will be occasions where Post Office Limited has to react to the completely
unexpected without even being able to give sub-contractors the notice specified in the
Planned Short Notice Closure process (less than 10 but more than 3 working days
between placement of the OBC20 and day of “strip out”). In such circumstances, the
Unplanned Urgent Closure process is to be used because there are 3 or fewer working
days left to the day that “strip out” is required to take place.
Post Office will require service OBC003 when a Post Office Branch ceases to trade
and where removal of the Horizon equipment is required. Where the Branch currently
uses VSAT communications, the VSAT sub-category is required.
Service Description — Service OBC003 (Standard)
Fujitsu Services will:
e Make suitable packaging (where possible) for the return of the Horizon equipment
available for collection and transportation to site (not including such transportation)
e Open a Powerhelp call and route the call to the UKSS1 call stack (or Romec if
required), to enable capture of the asset data
© Update Branch Management Data, including the Branch configuration, to reflect
closure
e Accept and implement reference data changes supplied by Post Office
e Support the synchronisation of data, through the acceptance of calls from the Post
Office auditor and Romec engineers to verify the synchronisation of transaction
records and receipt of End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer (if required) to attend site and complete Laptop Data Retrieval, or
make suitable alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e Arrange for the cessation of the ISDN line
e On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
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12.3 Service Description — Service OBC003 (VSAT)
Fujitsu Services will deliver the service aspects as detailed in Service OBC003
(Standard), with the following variations:
e Fujitsu Services will arrange for the cessation of the VSAT service (in lieu of
cessation of the ISDN line), and the removal of the satellite dish, PES and associated
fittings.
12.4 Service Description — Service OBC003 (Service Site only)
Fujitsu Services will
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the UKSS1 call stack (or Romec if
required), to enable capture of the asset data
e Arrange for the cessation of the ISDN line
¢ On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
12.5 Service Availability
Service OBC003 (Standard or VSAT) will require on-site attendance by a Fujitsu
Services engineer. The OBC Team does not provide support “out of hours”. The
Fujitsu Services elements of this change type are therefore only available during normal
working hours.
12.6 Service Price
For the 2005-2006 financial year, the price for service OBC003 (Standard) is as
follows:
Tn Hours Out of Hours Public Holiday
1* Counter £530.52 Nia Nia
2 & Subsequent I £97.60 Nia Nia
counters (per
counter)
For the 2005-2006 financial year, the price for service OBC003 (VSAT) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £530.52* Nia Nia
2° & Subsequent I £97.60* Nia Nia
counters (per
counter)
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* The removal of the satellite dish, PES and associated fittings will be a supplementary
charge to these prices. The supplementary charge will be subject to individual
quotation, and will vary according to the exact nature of the work required and the
location of the Post Office Branch. For more information, see paragraph 7.1.1.3
above.
For the 2005-2006 financial year, the price for service OBC003 (Service Site only) is
as follows:
In Hours Out of Hours Public Holiday
1* Counter £311.58 Nia Nia
12.7 Force Majeure Process
This section explains the Fujitsu Horizon Kit De-Installation and Re-Installation process for
“Force Majeure” related incidents. All De-Installations and Re-Installations within 28 days of
the Force Majeure incident will be provided free of charge to Post Office Ltd. However, if 28
days have elapsed since the Force Majeure incident then Fujitsu will only provide the
replacement Horizon equipment and the closure of the Post Office for free. Post Office Ltd
will be responsible for covering the cost of the Reopening of the Post Office
As a Process “safeguard” Fujitsu (POA MSU) will liaise with Service Continuity Problem
Manager within PO Ltd.
e When Horizon kit has been removed from a branch; and
e About any branches (on an ongoing basis) that have not polled for > 10 working days.
Force Majeure incidents may be classified as any one of the following:
Acts of God; Fire; Flood; Riots; Acts of War and Terrorism; Sudden and unforeseen Building
Damage which could be caused by Vehicle Impact, a Falling Tree, Gas Explosion; Robberies;
Burglaries; Ram Raid; Financial Irregularities; Serious/Prolonged Power Failures;
Bereavements; Sudden Serious IlIness; Enforced Police Closure.
The following is the process for Force Majeure incidents:
1. The Post Office Branch Manager or relevant Post Office Manager informs NBSC Tier
1. Call is logged on REMEDY and the incident is allocated to their Admin Team, who
notifies the relevant Post Office Manager as appropriate.
2. The NBSC Admin Team liaises with the HSD.
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3. It is Fujitsu’s responsibility to retrieve the Horizon kit (and to safeguard the data) free-
of-charge to Post Office Ltd. No OBC20 is raised, but POL NIST is informed. The
relevant Post Office Manager must ensure that the Fujitsu engineer is given access to
the site and is able to remove the Horizon kit, unless there are Health & Safety reasons
for restricting access to site.
4. The Horizon kit recovered by Fujitsu Services will be re-installed by Fujitsu free-of-
charge.
my
If the Horizon kit is not “rolled over” within 38 calendar days it begins to “die” and so
by the 42nd day of non-use the Horizon kit is “dead.” Under these circumstances,
Fujitsu will provide replacement Horizon equipment and the Closure of the Post Office
free of charge. However, the Reopening of the Post Office will be chargeable. If the
Retail Line wanted to quickly Re-open the branch after the 42nd day this would not be
possible, as the Fujitsu software configuration tool, OCMS, would have automatically
“closed down” the branch. A Re-opening could take one month to implement if the
existing FAD Code is retained, or 14 working days for a new Opening if a new FAD
Code is used.
6. Ifthe branch is likely to be closed for over 10 working days the NBSC Admin Team
will request POL NIST to raise an OBC 22 Reference Data form for a Temporary
Closure (up to 12 months), which POL NIST will forward to the Reference Data Ops
Team, to input this data into the RDS.
7. No change has been made to the formal position where any branch that is inactive for a
period of 21 days or more may be required to re-roll
8. It is the Fujitsu engineer’s responsibility to check that the Horizon kit is working
properly if left on site, or when it is re-installed. It is the relevant Post Office
Manager’s responsibility to carry out a “damage check” at the branch and to let NBSC
know as quickly as possible of damage to Power/LAN cables, Alarm 2000 etc.
9. The NBSC Admin Team or the relevant Post Office Manager will give POL NIST
sufficient advance notification (> I month) of branches that need Re-opening and
whose Horizon kit has not been “rolled-over” and has died.
10. When the branch has been made safe and well before it is ready to Re-open, POL
NIST will require a PAF from the relevant Post Office Manger and a subsequent OBC
20 will need to be completed for “physical changes” such as the re-installation of
LAN/Power cables etc as appropriate.
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13.0 Service OBC004 — Counter Decrease
Sub-Category: Standard only
13.1
13.2
13.3
13.4
Application
Post Office will require this service when a Post Office Branch decreases the number of
Horizon Counters at that Branch, and removal of the surplus Horizon equipment is
required.
Note: In the event of a decrease in counter positions from 2 counter positions to 1
counter position, service OBC004 (2>1) will apply (see paragraph 14.0 below). In the
event that the decrease in counters forms part of a Branch refurbishment or relocation,
services OBC009 or OBCO11 will apply.
Service Description — Service OBC004 (Standard)
Fujitsu Services will:
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
e Update Branch Management Data, including the Branch configuration, to reflect
the reduction in the number of Horizon counter terminals
e Support the synchronisation of data, through the acceptance of calls from the
Romec engineers to verify the synchronisation of transaction records and receipt of
End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
© On receipt of the Horizon equipment at the appointed equipment refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Account for the asset management.
Service Availability
Service OBC004 does not normally require on-site attendance by a Fujitsu Services
engineer. The OBC Team does not provide support “out of hours”. The Fujitsu
Services elements of this change type are therefore only available during normal
working hours.
Service Price
For the 2005-2006 financial year, the price for service OBC004 (Standard) is as
follows:
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In Hours Out of Hours Public Holiday
1* Counter £335.37 Nia Nia
2" & Subsequent I £97.60 Nia Nia
counters (per
counter)
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14.0 Service OBC004 — Counter Decrease
Sub-Category: 2>1 only
14.1 Application
Post Office will require this service when a Post Office Branch decreases the number of
Horizon Counters at that Branch from 2 counters to 1 counter position, and removal of
the surplus Horizon equipment is required.
Note: For all other numbers of counter decreases, service OBC004 (Standard) will apply
— see paragraph 13.0 above.
14.2 Service Description — Service OBC004 (2>1)
Fujitsu Services will:
e Select suitable packaging for the return of the surplus Horizon equipment, and
transport the packaging to the Post Office Branch
¢ Open a Powerhelp call and route the call to the Fujitsu Services engineers call
stack, to enable scheduling of Branch attendance
e Update Branch Management Data, including the Branch configuration, to reflect
the reduction in the number of Horizon counter terminals
e Supply a refurbished, single position gateway base unit, and distribute it to site
e Attend site; decommission one set of counter equipment, package up & return for
refurbishment. Replace Gateway Base Unit at remaining counter position with dual-
disc single counter Base Unit and complete the configuration for the Branch.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Return the surplus counter equipment (slave base unit, slave peripherals and multi-
counter gateway base unit) to the appointed equipment refurbishers
e Account for the asset management.
e On receipt of the Horizon equipment at the appointed equipment refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
14.3 Service Availability
Service OBC004 (2>1) requires on-site attendance by a Fujitsu Services engineer; this
attendance may be provided during normal working hours or out of hours. The OBC
Team does not provide support “out of hours”.
14.4 Service Price
For the 2005-2006 financial year, the price for service OBC004 (2>1) is as follows:
[ I I I ]
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In Hours
Out of Hours
Public Holiday
1* Counter
£551.08
£779.68
£818.45
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15.0 Service OBC005 — Counter Increase
Sub-Categories: Standard
15.1
15.2
15.3
1>2
Application
Post Office will require this service where a Branch requires the number of Horizon
positions within the Branch to increase. In the event that the Increase in Terminals
forms part of a Branch Refurbishment then service OBC009 will apply. In the event
that the Increase in Terminals forms part of a Branch Complex Relocation, then
service OBCO11 will apply.
If the counter increase represents an increase from a single counter position to a two
counter branch, then Sub-Category 1>2 will apply.
Service Description — Service OBC005 (Standard)
Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the Branch configuration,
and make it available for collection and transportation to site (not including such
transportation)
¢ Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack.
e Update Branch Management Data, including the Branch configuration, to reflect
the change in the number of counter positions
© Distribute software to new counter
e Distribute authorised reference data to new counter position following receipt from
Post Office
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each new counter position; replace any defective
Horizon equipment; configure the counter equipment; connect to the Branch
communications infrastructure (LAN); establish connectivity to the Horizon central
systems; complete software download; test and accept into service infrastructure.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Account for the Asset Management
e Accept the return of the Horizon packaging material
Service Description — Service OBC005 (1>2)
Fujitsu Services will deliver the service aspects as detailed in Service OBC005
(Standard), with the following variations:
e During the planned site attendance to configure the additional counter equipment,
Fujitsu Services will additionally exchange the single-position gateway base unit for a
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multi-position gateway base unit, and arrange for the return of the single position
gateway to the equipment refurbishers.
15.4 Service Availability
Service OBC005 (Standard or 1>2) requires on-site attendance by a Fujitsu Services
engineer to commission the Horizon equipment; this attendance may be provided during
normal working hours or out of hours. The OBC Team does not provide support “out
of hours”.
15.5 Service Price
For the 2005-2006 financial year, the price for service OBC00S5 (standard) is as
follows:
In Hours Out of Hours Public Holiday
1* Counter £516.24 £669.09 £695.56
2 & Subsequent I £186.81 £227.40 £235.35
counters (per
counter)
For the 2005-2006 financial year, the price for service OBC005 (1>2) is as follows:
In Hours Out of Hours Public Holiday
1“ Counter £516.24 £669.09 £695.56
2 & Subsequent I £186.81 £227.40 £235.35
counters (per
counter)
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16.0 Service OBC006 — Opening
Sub-Categories: Standard
VSAT
Service site only
Service site only including train Spmr
Service OBC007 — Re-opening
Sub-Categories: On site Standard
On site VSAT
On site — Service site only
On site — Service site only including train Spmr
Relocation — Standard
Relocation — VSAT
Relocation — Service site only
Relocation — Service site only including train
Spmr
16.1 Application
Post Office Limited will require Service OBC006 (Standard) when a new Post Office
Branch opens, and Sub-category OBC006 (VSAT) when a new Post Office Branch
opens in a location requiring VSAT communications. Post Office Limited will require
Sub-category OBC006 (Service site only) when a new service site is opening (on
luggable Horizon equipment) and Sub-category OBC006 (Service site only including
train Spmr) is required when a new service site is opening (on luggable Horizon
equipment) and training is required for the Sub-Post Master.
Post Office Limited will require Service OBC007 (On-site standard) when a Branch
which was previously closed, re-opens in the original location. Where that branch used
VSAT communications prior to its previous closure, Service OBC007 (VSAT) is
required. Post Office Limited will require Service OBC007 (On site — Service site
only) when a Post Office is reopening (on luggable Horizon equipment) at a service
site that has previously been used as a service site. Post Office Limited will require
Service OBC007 (On site — Service site only including train Spmr) when a Post Office
is reopening (on luggable Horizon equipment) at a service site that has previously been
used as a service site and training is required for the Sub-Post Master.
Post Office will require Service OBC007 (Relocation — Standard) or OBC007
(Relocation — VSAT) when a Branch which was previously closed, re-opens at a
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16.2
16.3
different location to the one where it traded previously. Post Office Limited will
require Service OBC007 (Relocation — Service site only) when a service site which
was previously closed, re-opens (on luggable Horizon equipment) at a different
location to the one where it traded previously. Post Office Limited will require Service
OBC007 (Relocation — Service site only including train Spmr) when a service site,
which was previously closed, re-opens (on luggable Horizon equipment) at a different
location to the one where it traded previously and training is required for the Sub-Post
Master.
Post Office Limited have the option of requesting the ISDN Reduced Risk Installation
Service as detailed in Section 9.2.4.1 for all OBC006 and OB007 services except
OBC006 (VSAT), OBC007 (On site — VSAT) and OBC007 (Relocation — VSAT).
Service Description — Services OBC006 or 007 (Standard)
Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the branch configuration, and
make it available for collection and transportation to site (not including such
transportation)
¢ Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack.
e Update Branch Management Data, including the Branch configuration, to reflect
the implementation of a new Branch
e Order and install an ISDN line at the proposed site
¢ Distribute software to new Branch
e Distribute authorised reference data to new Branch following receipt from Post
Office
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each counter position; replace any defective Horizon
equipment; configure the counter equipment; connect to the communications line
(WAN); establish connectivity to the Horizon central systems; complete software
download; test and accept into service infrastructure.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Account for the Asset Management
e Accept the return of the Horizon packaging material
Service Description — Services OBC006 or 007 - VSAT
Fujitsu Services will deliver the service aspects as detailed above for Services OBC006
or 007 (Standard), with the following variations:
e Arrange for the installation of a satellite communications solution, including the
submission of an application for planning permission where necessary. This action is
in lieu of ordering and installing an ISDN line at the proposed site.
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16.4 Service Description — Service OBC006 (Service site only)
Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the branch configuration
(usually only consisting of peripheral equipment) and make it available for
collection and transportation to site (not including such transportation).
¢ Open a Powerhelp call and route the call to Romec who will install the peripheral
equipment
e Order and install an ISDN line at the proposed site.
e If requested by Post Office Limited, attend the service site to check the
connectivity between the luggable and peripheral equipment.
16.5 Service Description — Service OBC006 (Service site only
including train Spmr)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC006
(Service site only), with the following addition:
e Provide training for the Sub-Post Master on how to connect and disconnect the
luggable Horizon equipment from the peripheral equipment.
16.6 Service Description — Service OBC007 (On site — Service
site only)
Fujitsu Services will
e Supply refurbished counter equipment appropriate to the branch configuration
(usually only consisting of peripheral equipment) and make it available for
collection and transportation to site (not including such transportation).
e¢ Open a Powerhelp call and route the call to Romec who will install the peripheral
equipment.
¢ Order and install an ISDN line at the proposed site.
e If requested by Post Office Limited, attend the service site to check the
connectivity between the luggable and peripheral equipment.
16.7 Service Description — Service OBC007 (On site — Service
site only including train Spmr)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC007
(On site — Service site only), with the following addition:
e Provide training for the Sub-Post Master on how to connect and disconnect the
luggable Horizon equipment from the peripheral equipment.
16.8 Service Description — Service OBC007 (Relocation —
Standard)
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Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the branch configuration, and
make it available for collection and transportation to site (not including such
transportation)
e@ Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack.
© Update Branch Management Data, including the Branch configuration, to reflect
the implementation of a new Branch
e Order and install an ISDN line at the proposed site
¢ Distribute software to new Branch
e Distribute authorised reference data to new Branch following receipt from Post
Office
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each counter position; replace any defective Horizon
equipment; configure the counter equipment; connect to the communications line
(WAN); establish connectivity to the Horizon central systems; complete software
download; test and accept into service infrastructure.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Account for the Asset Management
e Accept the return of the Horizon packaging material
16.9 Service Description — Service OBC007 (Relocation — VSAT)
Fujitsu Services will deliver the service aspects as detailed above for Service 007
(Relocation — Standard), with the following variations:
e Arrange for the installation of a satellite communications solution, including the
submission of an application for planning permission where necessary. This action is
in lieu of ordering and installing an ISDN line at the proposed site.
16.10 Service Description — Service OBC007 (Relocation —
Service site only)
Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the branch configuration
(usually only consisting of peripheral equipment) and make it available for
collection and transportation to site (not including such transportation).
© Open a Powerhelp call and route the call to Romec who will install the peripheral
equipment.
e Order and install an ISDN line at the proposed site.
e If requested by Post Office Limited, attend the service site to check the
connectivity between the luggable and peripheral equipment.
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16.11 Service Description — Service OBC007 (Relocation —
Service site only including train Spmr)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC007
(Relocation — Service site only), with the following addition:
¢ Provide training for the Sub-Post Master on how to connect and disconnect the
luggable Horizon equipment from the peripheral equipment.
16.12 Service Availability
Where the services detailed in paragraph 16.0 require on-site attendance by a Fujitsu
Services engineer (i.e. to commission the Horizon equipment), this attendance may be
provided during normal working hours or out of hours. The OBC Team does not
provide support “out of hours”.
16.13 The installation of the communications line or satellite
communications equipment may only be completed during
normal working hours. Service Price
For the 2005-2006 financial year, the price for service OBC006 (Standard), OBC007
(On site — Standard) or OBC007 (Relocation — Standard) is as follows:
In Hours Out of Hours Public Holiday
1“ Counter £916.77 £1069.63 £1096.09
2” & Subsequent I £171.33 £211.92 £219.87
counters (per
counter)
For the 2005-2006 financial year, the price for services OBC006 (VSAT), OBC007
(On site — VSAT) or OBC007 (Relocation — VSAT) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £526.38* £679.23* £705.70*
2" & Subsequent I £171.33 £211.92 £219.87
counters (per
counter)
* The installation of a satellite dish, PES and associated fittings may incur a
supplementary charge to these prices. The supplementary charge will be subject to
individual quotation, and will vary according to the exact nature of the work required
and the location of the Post Office Branch. For more information, see paragraph
7.1.1.1 above.
For the 2005-2006 financial year, the price for services OBC006 (Service site only),
OBC007 (On site — Service site only) and OBC007 (Relocation — Service site only) is
as follows:
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In Hours Out of Hours Public Holiday
1“ Counter £916.77 £1069.63 £1096.09
2 & Subsequent I £171.33 £211.92 £219.87
counters (per
counter)
For the 2005-2006 financial year, the price for services OBC006 (Service site only
including train Spmr), OBC007 (On site — Service site only including train Spmr) and
OBC007 (Relocation — Service site only including train Spmr) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £916.77 £1069.63 £1096.09
2" & Subsequent I £171.33 £211.92 £219.87
counters (per
counter)
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17.0 Service OBC008 — Simple Refurbishment
17.1
17.2
17.3
17.4
Sub-Category: Standard
Service site only
Application
Post Office will require Service OBC008 (Standard & Service Sites) where a Branch is
undergoing an internal refurbishment that does not require the relocation of the ISDN
termination point, or VSAT satellite dish or PES, nor does it change the number of
terminals within the Branch. A Simple Refurbishment would relate to, for example, the
replacement of a Branch Counter top
Post Office will not normally require any involvement or support from Fujitsu Services
for this type of change unless packaging is required. However, Fujitsu Services has
requested site of all OBC20’s for information purposes only. Such OBC20’s and any
subsequent OBC21’s will not be chargeable.
Service Description
Fujitsu Services will:
e Make suitable packaging for the storage of the Horizon equipment available for
collection and transportation to site (not including such transportation)
e Receive any such packaging back into stock when no longer required.
Service Availability
The Fujitsu Services elements of this change type are only available during normal
working hours.
Service Price
For the 2005-2006 financial year, the price for services OBC008 (Standard) and
OBC008 (Service site only) is as follows:
In Hours Out of Hours Public Holiday
Per set of packaging I £15.48 Nia Nia
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18.0 Service OBC009 — Complex Refurbishment
Sub-Categories: ISDN move only
VSAT move only
18.1 Application
Post Office will require Service OBC009 (ISDN move only) where a Branch is
undergoing an internal refurbishment that will necessitate the re-location of the ISDN
termination point.
Post Office will require Service OBC009 (VSAT move only) where a Branch is
undergoing an internal refurbishment that will necessitate the re-location of the
Satellite Dish and/or Satellite PES unit.
Where a change in the number of counter positions is also required, services OBC009
Complex Refurbishment (Increase in terminals) or (Decrease in terminals) will apply —
see paragraphs 19.0 or 20.0 below. Where the refurbishment does not require either a
change to the number of counter positions, or to the location of the ISDN termination
point or satellite equipment, this will be deemed a “Simple” refurbishment, and require
use of Service OBC008.
18.2 Service Description — Service OBC009 (ISDN move only)
Fujitsu Services will:
e Order an internal move of an ISDN termination point
Option:
e Make suitable packaging for the storage of the Horizon equipment available for
collection and transportation to site (not including such transportation); receive any
such packaging back into stock when no longer required.
18.3 Service Description — Service OBC009 (VSAT move only)
Fujitsu Services will:
¢ Order the relocation of the satellite dish and/or order the relocation of the PES
Option:
e Make suitable packaging for the storage of the Horizon equipment available for
collection and transportation to site (not including such transportation); receive any
such packaging back into stock when no longer required.
18.4 Service Availability
Movement of the communications equipment is only available during normal working
hours.
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18.5 Service Price
For the 2005-2006 financial year, the price for service OBC009 (ISDN move only) is
as follows:
In Hours Out of Hours Public Holiday
1* Counter £134.07 N/a N/a
Options:
Provision of packaging material £15.48 per counter position
For the 2005-2006 financial year, the price for service OBC009 (VSAT move only) is
as follows:
Tn Hours Out of Hours Public Holiday
1“ Counter Individual Nia Nia
Quotation
Options:
Provision of packaging material £15.48 per counter position
* The relocation of a satellite dish and/or the PES (and any associated fittings) will be
chargeable on an individual quotation basis. The charge will vary according to the
exact nature of the work required and the location of the Post Office Branch. For
more information, see paragraph 7.1.1.2 above.
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19.0 Service OBC009 — Complex Refurbishment
19.1
19.2
Sub-categories: Increase in terminals only
Increase in terminals and ISDN move
Increase in terminals and VSAT move
Application
Post Office will require Service OBC009 (Increase in terminals only) where a Branch
is undergoing an internal refurbishment involving an increase in the number of counter
positions.
Post Office will require Service OBC009 (Increase in terminals and ISDN move)
where a Branch is undergoing internal refurbishment involving an increase in the
number of counter positions and the relocation of the ISDN termination point.
Post Office will require Service OBC009 (Increase in terminals and VSAT move)
where a Branch is undergoing internal refurbishment involving an increase in the
number of counter positions and the relocation of the VSAT satellite dish and/or PES.
Where a relocation of communications equipment is required, but no change in the
number of counter positions, Service OBC009 (ISDN move only) or OBC009 (VSAT
move only) will apply — see paragraph 18.0 above. Where the refurbishment does not
require either a change to the number of counter positions, or to the location of the
ISDN termination point or satellite equipment, Service OBC008 will apply — see
paragraph 17.0 above.
Service Description -— Service OBC009 (Increase in
terminals only)
Fujitsu Services will:
e Supply refurbished counter equipment appropriate to the Branch configuration,
and make it available for collection and transportation to site (not including such
transportation)
© Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack
e Update Branch Management Data, including the Branch configuration, to reflect
the change in the number of counter positions
© Distribute software to new counter
e Distribute authorised reference data to new counter position following receipt from
Post Office
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each new counter position; replace any defective
Horizon equipment; configure the counter equipment; connect to the Branch
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communications infrastructure (LAN); establish connectivity to the Horizon central
systems; complete software download; test and accept into service infrastructure.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Account for the Asset Management
e Accept the return of the Horizon packaging material
Options:
e Make suitable packaging for the storage of the Horizon equipment available for
collection and transportation to site (not including such transportation); receive any
such packaging back into stock when no longer required.
19.3 Service Description - Service OBC009 (Increase in
terminals and ISDN move)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC009
(Increase in terminals only) with the following addition:
e Order an internal move of the ISDN termination point
19.4 Service Description - Service OBC009 (Increase in
terminals and VSAT move)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC009
(Increase in terminals only) with the following addition:
e Order the relocation of the satellite dish and/or order the relocation of the PES
19.5 Service Availability
Services OBC009 (Increase in terminals only), or OBC009 (Increase in terminals with
ISDN or VSAT move) requires on-site attendance by a Fujitsu Services engineer to
commission the additional Horizon equipment; this attendance may be provided during
normal working hours or out of hours. The OBC Team does not provide support “out
of hours”.
Movement of the communications equipment is only available during normal working
hours.
19.6 Service Price
For the 2005-2006 financial year, the price for service OBC009 (Increase in terminals
only) is as follows:
In Hours Out of Hours Public Holiday
1“ Counter £516.24 £669.09 £695.56
2" & Subsequent I £186.81 £227.40 £235.35
counters (per
counter)
Options:
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Provision of packaging material
£15.48 per counter position
For the 2005-2006 financial year, the price
and ISDN move) is as follows:
for service OBC009 (Increase in terminals
In Hours Out of Hours Public Holiday
1* Counter £606.51 £759.37 £785.83
2 & Subsequent I £186.81 £227.40 £235.35
counters (per
counter)
Options:
Provision of packaging material
£15.48 per counter position
For the 2005-2006 financial year, the price
and VSAT move) is as follows:
for service OBC009 (Increase in terminals
In Hours Out of Hours Public Holiday
1* Counter £516.24* £669.09* £695.56*
2 & Subsequent I £186.81 £227.40 £235.35
counters (per
counter)
Options:
Provision of packaging material
£15.48 per counter position
* The relocation of a satellite dish and/or the PES (and any associated fittings) will be
a supplementary charge to these prices. The supplementary charge will be subject to
individual quotation and will vary according to the exact nature of the work required
and the location of the Post Office Branch. For more information, see paragraph
7.1.1.2 above.
20.0 Service OBC009 — Complex Refurbishment
Sub-categories:
Decrease in terminals only (not 2 > 1)
Decrease in terminals and ISDN move (not 2 > 1)
Decrease in terminals and VSAT move (not 2 > 1)
20.1 Application
Post Office will require Service OBC009 (Decrease in terminals only (not 2 > 1))
where a Branch is undergoing an internal refurbishment involving a decrease in the
number of counter positions.
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Post Office will require Service OBC009 (Decrease in terminals and ISDN move (not
2 > 1)) where a Branch is undergoing an internal refurbishment involving a decrease in
the number of counter positions, and also requires the re-location of the ISDN
termination point.
Post Office will require Service OBC009 (Decrease in terminals and VSAT move (not
2 > 1)) where a Branch is undergoing an internal refurbishment involving a decrease in
the number of counter positions, and also requires the re-location of the VSAT satellite
dish and/or the PES.
Note: Where the decrease in counter positions as part of a branch refurbishment is
from two counter positions to a single position, then Service OBC009 may not be
used. Service OBC004 (2>1) must be completed first, followed by a Service OBC008,
or Service OBC009 (ISDN or VSAT move only).
Where a relocation of communications equipment is required, but no change in the
number of counter positions, Service OBC009 (ISDN or VSAT move only) will apply
—see paragraph 18.0 above. Where the refurbishment does not require either a change
to the number of counter positions, or to the location of the ISDN termination point or
satellite equipment, Service OBC008 will apply — see paragraph 17.0 above.
20.2 Service Description — Service OBC009 (Decrease in
terminals only (not 2 > 1))
Fujitsu Services will:
© Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture of
the asset data
e Update Branch Management Data, including the Branch configuration, to reflect the
reduction in the number of Horizon counter terminals
© Support the synchronisation of data, through the acceptance of calls from the Romec
engineers to verify the synchronisation of transaction records and receipt of End of Day
markers.
Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd line
technical support teams will provide support as necessary
¢ On receipt of the Horizon equipment at the appointed equipment Refurbishers, provide
goods inwards and reception teams, unpack and test equipment and inspect it for
damage, and move it to storage
¢ Account for the asset management.
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20.3 Service Description — Service OBC009 (Decrease in
terminals and ISDN move (not 2 > 1))
Fujitsu Services will deliver the service aspects as detailed above for Service OBC009
(Decrease in terminals only (not 2 > 1)) with the following addition:
© Order the relocation of the ISDN termination point
20.4 Service Description — Service OBC009 (Decrease in
terminals and VSAT move (not 2 > 1))
Fujitsu Services will deliver the service aspects as detailed above for Service OBC009
(Decrease in terminals only (not 2 > 1)) with the following addition:
© Order the relocation of the satellite dish and/or order the relocation of the PES
20.5 Service Availability
Services OBC009 (Decrease in terminals only (not 2 > 1)) or OBC009 (Decrease in
terminals with ISDN or VSAT move (not 2 > 1)) do not normally require on-site
attendance by a Fujitsu Services engineer. The OBC Team does not provide support
“out of hours”. The Fujitsu Services elements of this change type are therefore only
available during normal working hours. Movement of the communications equipment is
only available during normal working hours.
20.6 Service Price
For the 2005-2006 financial year, the price for service OBC009 (Decrease in terminals
only (not 2 > 1)) is as follows:
counters (per
counter)
In Hours Out of Hours Public Holiday
1* Counter £335.37 Nia Nia
2™ & Subsequent £97.60 Nia Nia
Options:
Provision of packaging material
£15.48 per counter position
For the 2005-2006 financial year, the price
with ISDN move (not 2 > 1)) is as follows:
for service OBC009 (Decrease in terminals
counters (per
counter)
In Hours Out of Hours Public Holiday
1* Counter £425.65 Nia Nia
2" & Subsequent £97.60 Nia Nia
Options:
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Provision of packaging material £15.48 per counter position
For the 2005-2006 financial year, the price for service OBC009 (Decrease in terminals
with VSAT move (not 2 > 1)) is as follows:
In Hours Out of Hours Public Holiday
1* Counter £335.37* Nia Nia
2 & Subsequent £97.60 Nia Nia
counters (per
counter)
Options:
Provision of packaging material £15.48 per counter position
* The relocation of a satellite dish and/or the PES (and any associated fittings) will be
a supplementary charge to these prices. The supplementary charge will be subject to
individual quotation and will vary according to the exact nature of the work required
and the location of the Post Office Branch. For more information, see paragraph
7.1.1.2 above.
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21.0 Service OBC010 — Simple Relocation
Sub-categories: Standard
VSAT
Service site only
21.1 Application
Post Office will require Service OBCO10 (Standard) when a Branch moves from one
location to another with no change in the number of counter positions.
Post Office will require Service OBCO10 (VSAT) when a Branch currently using
VSAT communications moves from one location to another with no change in the
number of counter positions.
Post Office will require Service OBC010 (Service site only) when a Service site moves
from one location to another with no change in the number of counter positions.
Where a change to the number of counter positions is also required, Service OBCO11
(Complex Relocation) will apply — see paragraphs 22.0 or 23.0 below.
Where Service OBCO10 (Standard) or OBCO10 (Service site only) is required Post
Office Limited have the option of requesting the ISDN Reduced Risk Installation
Service as detailed in Section 9.2.4.1.
21.2 Service Description — Service OBC010 (Standard)
Fujitsu Services will:
e Make suitable packaging for the relocation of the Horizon equipment available for
collection and transportation to site (not including such transportation)
e Support the synchronisation of data, through the acceptance of calls from the
Romec engineers to verify the synchronisation of transaction records and receipt of
End of Day markers.
«© Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e Arrange for the cessation of the ISDN line at the old location
e Update Branch Management Data, including the Branch configuration, to reflect
the implementation of a new location
¢ Order and install an ISDN line at the new location
e Distribute authorised reference data to new Branch following receipt from Post
Office
e Account for the Asset Management
e Accept the return of the Horizon packaging material
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21.3 Service Description — Service OBC010 (VSAT)
Fujitsu Services will deliver the service aspects as detailed above for Service OBC010
(Standard) with the following amendments:
e Arrange for the cessation of the VSAT service (in lieu of cessation of the ISDN
line) at the old location, and the removal of the satellite dish, PES and associated
fittings
e Arrange for the installation of a VSAT satellite communications solution at the
new location, including the submission of an application for planning permission
where necessary.
21.4 Service Description — Service OBC010 (Service site only)
Fujitsu Services will:
e Make suitable packaging for the relocation of the Horizon equipment available for
collection and transportation to site (not including such transportation)
Arrange for the cessation of the ISDN line at the old location
Order and install an ISDN line at the new location
Account for the Asset Management
Accept the return of the Horizon packaging material
eecee
21.5 Service Availability
Service OBCO10 (Standard, VSAT or Service site only) does not normally require on-
site attendance by a Fujitsu Services engineer. The OBC Team does not provide
support “out of hours”. The Fujitsu Services elements of this change type are therefore
only available during normal working hours. Movement of the communications
equipment is only available during normal working hours.
21.6 Service Price
For the 2005-2006 financial year, the price for service OBC010 (Standard) is as
follows:
In Hours Out of Hours Public Holiday
1* Counter £694.89 Nia Nia
2° & Subsequent I £15.48 Nia Nia
counters (per
counter)
For the 2005-2006 financial year, the price for service OBC010 (VSAT) is as follows:
l L 1
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In Hours Out of Hours Public Holiday
1* Counter £304.49* Nia Nia
2" & Subsequent I £15.48 Nia N/a
counters (per
counter)
* The relocation of a satellite dish and/or the PES (and any associated fittings) will
incur a supplementary charge to these prices. The supplementary charge will be
subject to individual quotation and will vary according to the exact nature of the work
required and the location of the Post Office Branch. For more information, see
paragraph 7.1.1.2 above.
For the 2005-2006 financial year, the price for service OBCO10 (Service site only) is as
follows:
In Hours Out of Hours Public Holiday
1* Counter £475.95 Nia Nia
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22.0 Service OBCO11 — Complex Relocation
Sub-categories: Increase in terminals and ISDN move
22.1
22.2
Increase in terminals and VSAT move
Application
Post Office will require Service OBCO11 Complex relocation (Increase in terminals
and ISDN move) when a Branch moves from one location to another with an increase
in the number of counter positions.
Post Office will require Service OBCO11 Complex relocation (Increase in terminals
and VSAT move) when a Branch using VSAT communications moves from one
location to another with an increase in the number of counter positions.
Where no change to the number of counter positions is required, Service OBC010
(Standard or VSAT) will apply — see paragraph 21.0 above.
Where Service OBCO11 (Increase in terminals and ISDN move) is required Post Office
Limited have the option of requesting the ISDN Reduced Risk Installation Service as
detailed in Section 9.2.4.1.
Service Description — Service OBCO11 (Increase in
terminals and ISDN move)
Fujitsu Services will:
e Make suitable packaging for the relocation of the Horizon equipment available for
collection and transportation to site (not including such transportation)
e Supply refurbished set(s) of counter equipment appropriate to the Branch
configuration for the additional counter position(s), and make it available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack.
e¢ Support the synchronisation of data, through the acceptance of calls from the
Romec engineers to verify the synchronisation of transaction records and receipt of
End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Resolve any issues with the counter configuration or synchronisation that occur,
through reference to Fujitsu Services 2nd or 3rd line technical support teams
e Arrange for the cessation of the ISDN line at the old location
e Update Branch Management Data, including the Branch configuration, to reflect
the implementation of a new location and the change in the number of counter
positions
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22.4
22.5
© Distribute software to new counter
e Distribute authorised reference data to the Branch and new counter position
following receipt from Post Office
¢ Order and install an ISDN line at the new location
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each new counter position; replace any defective
Horizon equipment; configure the counter equipment; connect to the Branch
communications infrastructure (LAN); establish connectivity to the Horizon central
systems; complete software download; test and accept into service infrastructure.
* Account for the Asset Management
e Accept the return of the Horizon packaging material
Service Description -— Service OBCO11 (Increase in
terminals and VSAT move)
Fujitsu Services will deliver the service aspects as detailed above for Service OBCO11
(Increase in terminals with ISDN move) with the following amendments:
e Arrange for the cessation of the VSAT service (in lieu of cessation of the ISDN
line) at the old location, and the removal of the satellite dish, PES and associated
fittings
e Arrange for the installation of a VSAT satellite communications solution at the
new location, including the submission of an application for planning permission
where necessary.
Service Availability
Service OBCOI1 (Increase in terminals and ISDN or VSAT move) requires on-site
attendance by a Fujitsu Services engineer to commission the Horizon equipment; this
attendance may be provided during normal working hours or out of hours. The OBC
Team does not provide support “out of hours”.
Service Price
For the 2005-2006 financial year, the price for service OBCO11 (Increase in terminals
with ISDN or VSAT move) is as follows:
In Hours Out of Hours Public Holiday
1 additional I £446.17* £581.51* £607.97*
Counter
2™¢ & Subsequent I £186.81* £227.40* £235.35*
additional counters
(per counter)
*Note: The prices detailed above in paragraph 22.5 relate to the prices for the additional
counter position (s) ONLY, and are in addition to the prices for the Branch relocation detailed
in paragraph 21.5
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For the avoidance of doubt, a two counter relocation, plus the commissioning of two
additional counters, would cost a total of £1360.87 (ie.: £712.41 + £15.48 + £446.17 +
£186.81).
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23.0 Service OBC011 — Complex Relocation
Sub-categories: Decrease in terminals and ISDN move (not 2 > 1)
23.1
23.2
Decrease in terminals and VSAT move (not 2 > 1)
Application
Post Office will require Service OBCO11 (Decrease in terminals and ISDN move (not
2 > 1)) when a Branch moves from one location to another with a decrease in the
number of counter positions.
Post Office will require Service OBCO11 (Decrease in terminals and VSAT move (not
2 > 1)) when a Branch using VSAT communications moves from one location to
another with a decrease in the number of counter positions.
Note: Where the decrease in counter positions is from two counter positions to a
single position, then Service OBCO11 may not be used. Service OBC004 (2>1) must
be completed first, followed by a Service OBCO10 (Standard or VSAT).
Where no change to the number of counter positions is required, Service OBC010
(Standard or VSAT) will apply.
Service Description — Service OBCO11 (Decrease in
terminals and ISDN move (not 2 > 1))
Fujitsu Services will:
e Make suitable packaging for the relocation of the Horizon equipment, and the
return of the surplus Horizon equipment, available for collection and transportation to
site (not including such transportation)
© Open a Powerhelp call and route the call to the Romec call stack, to enable capture
of the asset data
e Support the synchronisation of data, through the acceptance of calls from the
Romec engineers to verify the synchronisation of transaction records and receipt of
End of Day markers.
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data.
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e Arrange for the cessation of the ISDN line at the old location
e Update Branch Management Data, including the Branch configuration, to reflect
the implementation of a new location and the reduction in the number of Horizon
counter terminals
© Order and install an ISDN line at the new location
e Distribute authorised reference data to new Branch following receipt from Post
Office
e Account for the Asset Management
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e On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage.
e Accept the return of the Horizon packaging material
23.3 Service Description — Service OBCO11 (Decrease in
terminals and VSAT move (not 2 > 1))
Fujitsu Services will deliver the service aspects as detailed above for Service OBCO11
(Decrease in terminals and ISDN move (not 2 > 1)) with the following amendments:
e Arrange for the cessation of the VSAT service (in lieu of cessation of the ISDN
line) at the old location, and the removal of the satellite dish, PES and associated
fittings
e Arrange for the installation of a satellite communications solution, including the
submission of an application for planning permission where necessary.
23.4 Service Availability
Service OBCO11 (Decrease in terminals with ISDN or VSAT move (not 2 > 1)) does
not normally require on-site attendance by a Fujitsu Services engineer. The OBC
Team does not provide support “out of hours”. The Fujitsu Services elements of this
change type are therefore only available during normal working hours.
23.5 Service Price
For the 2005-2006 financial year, the price for service OBCO11 (Decrease in terminals
with ISDN or VSAT move (not 2 > 1)) is as follows:
In Hours Out of Hours Public Holiday
Is Counter I £265.30* Nia Nia
reduction
28 & Subsequent I £97.60* Nia Nia
counter reductions
(per counter)
*Note: The prices detailed above in paragraph 23.5 relate to the prices for the counter
position reduction(s) ONLY, and are in addition to the prices for the Branch relocation
detailed in paragraph 21.5.
For the avoidance of doubt, a four counter relocation, plus a reduction of two counters, would
cost a total of £1121.75 (i.e.: £712.41 + (£15.48 x 3) + £265.30 + £97.60).
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24.0 Service OBC012 — Exchange of CRT with Flat Screen
Sub-Categories: Simple Replacement
24.1
24.2
24.3
Complex Replacement
Application
Post Office will require this service when a Branch requires the replacement of a CRT
monitor with a flat screen monitor. An exchange can be classed in two ways: -
Simple Replacement
This sub-category should be selected when Post Office Ltd wish to replace all or
certain CRT monitors in a Directly Managed Branch with a Flat Screen.
Complex Replacement
This sub-category should be selected when Post Office Ltd wish to replace all the CRT
monitors in a Directly Managed Branch with a Flat Screen as part of a much wider
project such as a Complex Relocation or Complex Refurbishment. This service should
be used in such a circumstance to initiate that change. Fujitsu Services will need a
separate OBC20 for the replacement and it will have to specify the appropriate dates
for the events that allow the CRT replacement to align with the relevant other process
(Complex Refurbishment or Relocation) that this forms a part in delivering.
Service Description
Fujitsu Services will:
e Supply a refurbished ‘flat screen’ monitor, and have it transported to site.
e Transport suitable packaging for the return of the CRT monitor to site
e Open a Powerhelp call and route the call to the Fujitsu Services Engineers call
stack, to enable scheduling of engineer resource
e Attend site; disconnect and remove the CRT monitor from the counter, pack
securely, and arrange for carriage to the equipment Refurbishers; unpack the flat
screen monitor and base, assemble, and install on the counter in the same location as
the CRT monitor previously occupied.
e Update Branch Management Data, including the Branch configuration, to reflect
the implementation of flat screen monitor(s) at the Branch
e Account for the Asset Management
¢ On receipt of the CRT monitor at the appointed equipment refurbishers, provide
goods inwards and reception teams, unpack and test equipment and inspect it for
damage, and move it to storage.
e Return of the Horizon packaging material from the Flat Screen monitor
Service Availability
Service OBC012 requires on-site attendance by a Fujitsu Services engineer to
commission the Horizon equipment; this service may only be provided during normal
working hours. The OBC Team does not provide support “out of hours”.
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24.4 Service Price
For the 2005-2006 financial year, the price for service OBCO12 is as follows:
counter (per
counter)
In Hours Out of Hours Public Holiday
1* Counter £86.05 Nia Nia
2” & Subsequent £32.25 N/a N/a
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25.0 Service OBC013 — Ad Hoc Branch Change
25.1 Application
Post Office will require this service when a change to Branch configuration or layout is
required which is not covered by the circumstances described in services OBC001 to
OBC012, OBCO18, OBC022 and OBC023.
25.2 Service Description
The Service will depend upon the individual Branch circumstances. Examples could
include:
e The opening, closing or relocation of a short term “event” office, where Fujitsu
Services are required to install equipment as well as commission it. “Event” offices are
branches installed to meet a temporary requirement for Post Office facilities in support
of an “event”; examples would include the Party Political Conferences, the Wimbledon
tennis tournament, the Henley-on-Thames regatta, or a County Show.
e A requested change to communications type alone
e Achange of FAD code, requiring the exchange of counter base units
25.3 Service Availability
The service availability will depend upon the service requirements.
The OBC20 form must include precise details of the Post Office requirements, and must
provide sufficient lead time to enable the elements of the service required to be
provided.
25.4 Service Price
Each service delivered under OBCO013 will be the subject of an individual quotation, based
upon any requirement for the following price elements:
e Engineer attendance and travel time (based on hourly rates stated in paragraph 8.5
of Schedule 10 to the contract)
e Any equipment supply, recovery, or refurbishment
e Any logistics, transportation or packaging used
e Administration charges
e Data Management or software release charges
© Support charges for 2™ and 3" line technical teams
e any services provided through a 3rd party (including BT, Cable & Wireless or
Romec)
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26.0 Service OBC018 — Conversion on Site
26.1 Application
Post Office Limited will require this service when a branch is to convert on site from
one category to another necessitating a change of the FAD code. The branch is to stay
in the same site after the conversion and there is no other change required at the time
of conversion other than the conversion with its associated change of FAD code.
26.2 Service Description
The aim is to have the minimum impact on customer service possible due to the
“sensitive” nature of such conversions. Therefore the Directly Managed Branch (old
FAD code) will close for business at 1300 on a Saturday, all exchange works will be
completed during the Saturday afternoon and Sunday, and the new FPO (new FAD
code) will open for business at 0900 on the Monday.
To lessen the risk and impact of any “failure” on these sensitive sites, a new (second)
ISDN line and Gateway kit will be installed for the new FAD code branch at Day -15 /
Day —13 respectively. This will allow reordering of an ISDN line before the scheduled
conversion date in the case of any BT problem, and reduce the configuration download
and failure risk at Day +1.
26.3 Service Availability
Service OBCO18 requires on-site attendance by a Fujitsu Services engineer to
commission the new Horizon equipment and remove the old Horizon equipment; this
attendance may be provided during normal working hours or out of hours. The OBC
Team does not provide support “out of hours”.
26.4 Service Price
For the 2005-2006 financial year, the price for service OBCO18 is as follows:
In / Out of Hours
1* Counter £1558.48*
28 & Subsequent counter (per £324.31*
counter)
*The initial Fujitsu engineer visit is In Hours (to configure new gateway) while subsequent
visits are Out of Hours (to re-site gateway and to configure slave(s)).
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27.0 Service OBC022 — CPU Relocations
27.1 Application
This process applies where the existing Horizon CPU’s need to be relocated from their
existing position to an alternative location (usually from the existing footwalls to the
purpose built pedestals).
There is no change to the number of counter positions so there is no need for either
Europa testing by Romec or commissioning service by Fujitsu Services.
Fujitsu Services will require an OBC20 form for information only.
27.2. Service Description
As there are no changes to the Horizon kit configuration, Fujitsu Services do not enter
the OBC20 information into the Outlet Change Management System (OCMS)
software configuration tool. However, a Powerhelp call is raised.
27.3 Service Availability
Service OBC022 does not require on-site attendance by a Fujitsu Services engineer.
27.4 Service Price
Fujitsu Services does not charge Post Office Limited for the processing of the OBC20
for service OBC022.
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28.0 Service OBC023 — Exchange of Fixed with Mobile
(Luggable) Horizon kit (and vice versa)
Sub-categories: Fixed to Mobile
Mobile to Fixed
28.1 Application
Post Office Limited will require this service where there is a need for an existing
branch to change the Horizon kit from Fixed to Mobile format (or vice versa) and:
e The branch FAD code is to stay the same
e The replacement mobile kit (or vice versa) is to remain in the same location in the
premises so there is no need to move the power cabling
e There is no need to move the ISDN line.
28.2 Service Description
Fujitsu Services will:
e Make suitable packaging for the return of the Horizon equipment available for
collection and transportation to site (not including such transportation)
© Open a Powerhelp call and route the call to Romec. When Romec have completed
their work and returned the Powerhelp call to Fujitsu Services, the OBC team will
route the call to the Fujitsu Services engineers call stack.
e Update Branch Management Data to reflect change in Horizon equipment type
e Support the synchronisation of data, through the acceptance of calls from the
Romec engineer to verify the synchronisation of transaction records and receipt of
End of Day markers
e Where data synchronisation cannot be verified or completed, arrange for a Fujitsu
Services engineer to attend site and complete Laptop Data Retrieval, or make suitable
alternative arrangements for the recovery of the Data
e Where issues with the counter configuration or synchronisation occur, 2nd or 3rd
line technical support teams will provide support as necessary
e On receipt of the Horizon equipment at the appointed equipment Refurbishers,
provide goods inwards and reception teams, unpack and test equipment and inspect it
for damage, and move it to storage
e Account for the asset management
e Supply refurbished counter equipment appropriate to the branch configuration, and
make it available for collection and transportation to site (not including such
transportation)
e Distribute software to new Horizon equipment
e Distribute authorised reference data to new Branch following receipt from Post
Office
e Attend site following the “laying out” of the equipment by Romec; validate the
completion of Europa tests on each counter position; replace any defective Horizon
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equipment; configure the counter equipment; connect to the communications line
(WAN), establish connectivity to the Horizon central systems; complete software
download; test and accept into service infrastructure.
© Accept the return of the Horizon packaging material
28.3 Service Availability
Where the services detailed in paragraph 28.0 require on-site attendance by a Fujitsu
Services engineer (i.e. to commission the Horizon equipment), this attendance may be
provided during normal working hours or out of hours. The OBC Team does not
provide support “out of hours”.
28.4 Service Price
For the 2005-2006 financial year, the price for service OBC023 (Fixed to Mobile) or
OBC023 (Mobile to Fixed) is as follows:
In Hours
Out of Hours
Public Holiday
1* Counter*
£685.88
£797.16
£806.68
* Service OBC023 (Fixed to Mobile) or OBC023 (Mobile to Fixed) will always be a
single node exchange.
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29.0 Service -OBC024 Premium Emergency/Reopen
Service
Fujitsu Services can provide a service to reopen a branch on an existing FAD which has
archived. Due to the complexity and manual intervention of an otherwise automated process
this is high risk and Fujitsu cannot guarantee that Post Office Limited requested time scales
can be achieved.
Service Element Original I New 2004/05 2005/06
Service I Service Service Service
Price Price Price Price
Data Management, UKSS Admin and Nia Nia Nia £3272.60
24/3" line support
OBC Team Administration Nia Nia N/a £70.06
UKSS Engineer travel and site Nia N/a N/a £94.33
attendance
Equipment Transportation Nia N/a N/a Nia
Pin Pad installation £24.00
Pin Pad rekeying and supply £38.33
TOTAL Nia Nia Nia £3,499,32
KMA activity to process large bundles of keys = 1 man day @ £657
MSS activity = 30 man hour @ £42.12/hr.
SSC 3™ line = 2 man day @ £676
OBC Team Administration £70.06
UKSS Eng travel & site attendance £94.33
Pin Pad installation £24
Pin Pad rekeying and supply £38.33
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30.0 Other OBC Services
For the purpose of clarification it is noted that Fujitsu are not involved in the provision of
the following Services:
Service Description OBC014 — UPS Supply
Service Description OBC015 — Electronic Scale Connection
Service Description OBC016 — New Equipment Supply
Service Description OBC017 — Existing Equipment Change
Service Description OBC019 — Conversion off Site
Service Description OBC020 - Franchise Renewal Visit
Service Description OBC021 — Scoping
Historical Pricing information
The prices detailed above in paragraphs 10.0 to 28.0 have been derived from a previous
pricing matrix. Whilst this matrix is no longer is use, it is helpful to understand how the prices
have been calculated, so that should the contents of any particular service alter, the price can
be recalculated.
The price for each service is comprised of a number of service elements, each of which has an
individual price.
In the tables below, the “original” service prices relate to the service composition provided
under OBC prior to the restructuring of the service, implemented in 2003. The “new” service
prices relate to the service post-restructuring. The “2004/05 Service Price” relates to the
“2003/04 Service Price” service price (see version 7.0 of this document), with the addition of
the 2004 RPI movement of 2.8%. The “2005/06 Service Price” relates to the “2004/05
Service Price” service price, with the addition of the 2005 RPI movement of 3.5%.
30.1 PIN Pad Rekeying
The “original” service treated the rekeying of the PINPad as part of a Branch closure activity,
with the charges relating to the return of the PINPad to Hypercom and necessary rekeying,
treated as part of the overall price of the Branch closure. The “new” service considers the
supply of a re-keyed PINPad as part of the supply of refurbished Horizon equipment, and
hence the charges relating to the rekeying of a PINPad now form part of the service price for
supplying Horizon equipment.
In the tables below, therefore, PINPad rekeying is shown as a charge on Branch closure under
“original” service prices, and appears as part of the equipment supply charge for new Branch
openings and counter increases.
30.2 Horizon Equipment Refurbishment charges
The “original” service charge for equipment refurbishment was £170.64 per set of counter
equipment, being a combined “inbound” and “outbound” charge. This encompasses the
following elements:
Inbound” - goods inwards facilities & reception staff; unpack & test equipment and inspect
for damage; damage recovery procedures; repack; move to storage; asset management and
recording.
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“Outbound” — goods outwards facilities & despatch staff, equipment picking; unpack,
equipment clean and repack; application of desktop software and re-test of base unit; asset
management and recording.
Whereas historically the inbound and outbound elements were used to similar extents, under
Network Reinvention the proportions have altered significantly, with equipment coming in and
being stored for variable periods of time prior to possibly being reused. Hence, it has been
agreed to charge for these elements separately, and as and when incurred.
As such, the £170.64 was apportioned between the two elements, and a new charge agreed of:
Inbound charge: £75.00 per set of Horizon equipment
Outbound charge: £95.64 per set of Horizon equipment
In addition to the Outbound charge, the PIN Pad rekeying is charged, as detailed in paragraph
29.1, giving a total Outbound equipment supply price of £130.64 — prior to the application of
the 2003 RPI increase.
30.3 2" & Subsequent Counter
The tables below detail the prices that were historically chargeable for the 1st counter, and for
the 2" counter. Under the “original” service provision, Fujitsu Services provided services for
Branch survey and preparation works, and these charges did not increase in a linear manner.
Hence, the “original” service prices shown relate to the 2" counter only, and cannot be
extrapolated to give a comparative price for a multi-counter service. Planned Closure
30.3.1 Standard and VSAT
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
2001/02 2002/03
Data Management, UKSS Admin and £199.98 £199.98 £211.54 £218.94
24/3" line support
OBC Team Administration £64.49 £50.00 £52.89 £43.79
UKSS Engineer travel and site £127.47 Nia Nia N/a
attendance
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 N/a Nia Nia
PIN Pad re-keying £35.00 Nia Nia Nia
Equipment refurbishment (inbound) Nia £75.00 £79.33 £82.12
TOTAL £510.64 £339.12 £358.72 £360.33
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2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance £68.94 Nia N/a N/a
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 Nia Nia N/a
PIN Pad re-keying £35.00 Nia Nia Nia
Equipment refurbishment (inbound) Nia £75.00 £79.34 £82.12
TOTAL £187.64 £89.14 £94.30 £97.60
Note: Where a Branch was previously using satellite communications, additional charges to
those listed in the table above will be incurred for the removal of the satellite dish, PES and
fittings.
30.3.2 Service site only
1“ Counter
Service Element New 2004/05 2005/06
Service Service Service
Price Price Price Price
OBC Team Administration Nia Nia £52.89 £43.79
Packaging Nia N/a £14.96 £15.48
Equipment refurbishment (inbound) Nia N/a £79.33 £82.11
TOTAL Nia Nia £147.18 £141.38
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30.4 Planned Short Notice Closure
30.4.1 Standard and VSAT
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Data Management, UKSS Admin and Nia Nia £211.54 £218.94
24/3 line support
OBC Team Administration Nia Nia £52.89 £43.79
UKSS Engineer travel and site Nia Nia Nia N/a
attendance
Equipment transportation Nia N/a Nia Nia
Packaging Nia Nia £14.96 £15.48
PIN Pad deinstallation Nia N/a Nia Nia
PIN Pad re-keying Nia Nia Nia Nia
Equipment refurbishment (inbound) Nia Nia £79.33 £82.12
TOTAL Nia N/a £358.72 £360.33
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance Nia Nia N/a Nia
Equipment transportation Nia Nia Nia Nia
Packaging Nia Nia £14.96 £15.48
PIN Pad deinstallation Nia Nia Nia Nia
PIN Pad re-keying Nia Nia N/a Nia
Equipment refurbishment (inbound) Nia Nia £79.34 £82.12
TOTAL Nia Nia £94.30 £97.60
Note: Where a Branch was previously using satellite communications, additional charges to
those listed in the table above will be incurred for the removal of the satellite dish, PES and
fittings.
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30.4.2 Service Site only
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
OBC Team Administration Nia Nia £52.89 £43.79
Packaging Nia N/a £14.96 £15.48
Equipment refurbishment (inbound) Nia Nia £79.33 £82.11
TOTAL Nia N/a £147.18 £141.38
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30.5 Unplanned Urgent Closure
30.5.1 Standard and VSAT
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Data Management, UKSS Admin and Nia Nia £211.54 £218.94
24/3 line support
OBC Team Administration Nia Nia £52.89 £43.79
UKSS Engineer travel and site Nia Nia £164.44 £170.20
attendance
Equipment transportation Nia N/a Nia Nia
Packaging Nia Nia £14.96 £15.48
PIN Pad deinstallation Nia N/a Nia Nia
PIN Pad re-keying Nia Nia Nia Nia
Equipment refurbishment (inbound) Nia Nia £79.33 £82.11
TOTAL Nia N/a £523.16 £530.52
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance Nia Nia N/a Nia
Equipment transportation Nia Nia Nia Nia
Packaging N/a Nia £14.96 £15.48
PIN Pad deinstallation Nia Nia Nia Nia
PIN Pad re-keying N/a Nia N/a Nia
Equipment refurbishment (inbound) Nia Nia £79.34 £82.12
TOTAL Nia Nia £94.30 £97.60
Note: Where a Branch was previously using satellite communications, additional charges to
those listed in the table above will be incurred for the removal of the satellite dish, PES and
fittings.
30.5.2 Service Site only
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1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
OBC Team Administration N/a Nia £52.89 £43.79
Packaging Nia N/a £14.96 £15.48
Equipment refurbishment (inbound) Nia Nia £79.33 £82.11
UKSS Engineer travel and site Nia Nia £164.44 £170.20
attendance
TOTAL Nia Nia £311.62 £311.58
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30.6 Counter Decrease (Standard)
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Admin and 2"/3" line support £153.18 £153.18 £162.04 £167.71
OBC Team Administration £96.72 £80.00 £84.62 £70.06
UKSS Engineer travel and site £127.47 N/a Nia N/a
attendance
Equipment transportation £56.56 N/a Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 Nia Nia Nia
PIN Pad re-keying £35.00 Nia Nia Nia
Equipment refurbishment (inbound) Nia £75.00 £79.34 £82.12
TOTAL £496.07 £322.32 £340.96 £335.37
2™ Counter
Service Element New 2004/05 2005/06
Service Service Service
Price Price Price
UKSS Engineer site attendance Nia N/a N/a
Equipment transportation Nia Nia Nia
Packaging £14.14 £14.96 £15.48
PIN Pad deinstallation Nia Nia Nia
PIN Pad re-keying Nia N/a N/a
Equipment refurbishment (inbound) £75.00 £79.34 £82.12
TOTAL £187.64 £89.14 £94.30 £97.60
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30.7 Counter Decrease — two to one
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Admin and 2"/3" line support £153.18 £153.18 £162.04 £167.71
OBC Team Administration £96.72 £80.00 £84.62 £70.06
UKSS Engineer travel and site £127.47 £127.47 £134.84 £139.56
attendance
Equipment transportation £56.56 £56.56 £59.82 £61.91
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 £13.00 £13.75 £14.23
PIN Pad re-keying £35.00 N/a Nia Nia
Equipment refurbishment (inbound) Nia £75.00 £79.34 £82.12
TOTAL £496.07 £519.35 £549.37 £551.07
The Counter Decrease (2>1) Service is also available out of hours and on a bank holiday. The
prices for these services may be calculated by replacing the normal service prices for engineer
attendance and PIN Pad de-installation detailed in the table above, with the prices detailed in
the table below. The increased cost of engineering attendance out of hours is calculated from
the engineer rates detailed in paragraph 8.5 to Schedule 10 of the Agreement.
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £139.56 £336.42 £375.18
equipment transportation — out of hours
PIN Pad deinstallation — out of hours £14.23 £28.47 £28.47
TOTAL Service price £568.60 £779.68 £818.45
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30.8 Counter Increase
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Data Management, UKSS Admin and £176.58 £176.58 £186.79 £193.33
24/3" line support
OBC Team Administration £96.72 £80.00 £84.62 £70.06
Site survey and preparation £552.66 Nia N/a Nia
UKSS Engineer travel and site £127.47 £86.16 £91.14 £94.33
attendance
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad installation £24.00 Nia Nia Nia
PIN Pad rekeying and supply Nia £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 £104.71
supply)
TOTAL £1218.77 £487.52 £515.71 £516.24
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance £68.93 £25.85 £27.34 £28.29
Site survey and preparation £72.40 Nia N/a N/a
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad installation £24.00 Nia N/a Nia
PIN Pad rekeying and supply Nia £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 £104.71
supply)
TOTAL £406.67 £170.63 £180.50 £186.81
The Counter Increase service is also available out of hours and on a bank holiday. The prices
for these services may be calculated by replacing the normal service prices for engineer
attendance and detailed in the table above, with the prices detailed in the table below. The
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increased cost of engineering attendance out of hours is calculated from the engineer rates
detailed in paragraph 8.5 to Schedule 10 of the Agreement.
1“ Counter
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £94.33 £229.67 £256.12
equipment transportation — out of hours
TOTAL Service price £533.76 £669.09 £695.56
2™ Counter
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £28.30 £68.88 £76.83
equipment transportation — out of hours
TOTAL Service price £186.81 £227.40 £235.35
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30.9 Opening, Re-Opening or Re-Opening (Relocation) —
Standard & Service Site
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Install ISDN line* £356.58 £356.58 £377.20 £390.40
Data Management, UKSS Admin and £199.98 £199.98 £211.54 £218.94
2™/3" line support
OBC Team Administration £96.72 £80.00 £84.62 £70.06
Site survey and preparation £596.83 Nia N/a Nia
UKSS Engineer travel and site £127.47 £86.16 £91.14 £94.33
attendance
Equipment transportation £56.56 Nia N/a Nia
PIN Pad installation £24.00 Nia Nia Nia
PIN Pad rekeying and supply Nia £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 £104.71
supply)
TOTAL £1628.78 £853.36 £902.70 £916.77
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance £68.93 £25.85 £27.34 £28.29
Site survey and preparation £72.40 N/a Nia N/a
Equipment transportation £56.56 Nia Nia Nia
PIN Pad installation £24.00 Nia Nia Nia
PIN Pad rekeying and supply N/a £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 £104.71
supply)
TOTAL £392.53 £156.49 £165.54 £171.33
The Opening, Re-opening, or Re-opening (Relocation) services are also available out of hours
and on a bank holiday. The prices for these services may be calculated by replacing the
normal service prices for engineer attendance detailed in the table above, with the prices
detailed in the table below. The increased cost of engineering attendance out of hours is
calculated from the engineer rates detailed in paragraph 8.5 to Schedule 10 of the Agreement.
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*Note 1: When opening a Store/Service Site the quoted price includes the training of the Post
Master in Luggable usage by the Fujitsu Services engineer (if requested by Post Office Ltd on
the obc20) at no additional cost to Post Office Ltd.
*Note 2: Where a Branch opens using VSAT communications, the charge for providing an
ISDN line at the new location will not apply, but charges may be incurred relating to the
provision of the satellite equipment.
1* Counter
Service Element (non standard In Hours Out of Hours Bank Holiday
hours elements only) price price price
UKSS Engineer travel, site £94.33 £229.67 £256.13
attendance and equipment
transportation — out of hours
TOTAL Service price £934.29 £1069.63 £1096.09
2™ Counter
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £28.29 £68.89 £76.84
equipment transportation — out of hours
TOTAL Service price £171.33 £211.92 £219.87
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30.10 Simple Refurbishment
30.10.1 Standard and Service Site only
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Packaging N/a N/a £14.96 £15.48
TOTAL Nia Nia £14.96 £15.48
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Packaging Nia Nia £14.96 £15.48
TOTAL N/a N/a £14.96 £15.48
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30.11 Complex Refurbishment (Comms move only)
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Data Management, UKSS Admin and £199.98 Nia Nia Nia
24/3" line support
OBC Team Administration £96.72 £50.00 £52.89 £43.79
UKSS Engineer travel and site £368.06 Nia N/a N/a
attendance and equipment
transportation
Site survey and preparation £596.83 Nia Nia Nia
Packaging £14.14 £14.14* £14.96* £15.48*
PIN Pad deinstallation £13.00 Nia Nia Nia
PIN Pad reinstallation £24.00 Nia Nia Nia
Move of ISDN termination point £82.46 £82.46 £87.23 £90.28
TOTAL £1395.19 £146.60 £155.08 £149.55
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer travel and site £250.98 Nia Nia Nia
attendance and equipment
transportation
Site survey and preparation £72.40 Nia N/a Nia
Packaging £14.14 £14.14* £14.96* £15.48*
PIN Pad deinstallation £13.00 Nia Nia Nia
PIN Pad reinstallation £24.00 Nia Nia Nia
TOTAL £374.52 £14.14 £14.96 £15.48
*Packaging usage is chargeable at £14.96 per set of packaging, if required
Complex refurbishments involving a change in counter numbers are charged at the same prices
as for counter increases (see paragraph 26.7) or counter decreases (see paragraph 26.5).
Where the refurbishment also involves a move of ISDN termination point, or additional
packaging usage, this will be chargeable using those elements from the tables above.
Where the refurbishment also involves a move of Satellite communications equipment,
additional charges will be incurred for this Service element.
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Version 9.0
Commercial In Confidence Date: 28/02/06
30.12 Simple Relocation
30.12.1 Standard and VSAT
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Cease ISDN line £0.00 £0.00 £0.00 £0.00
Install ISDN line* £356.58 £356.58 £377.20 £390.40
Data Management, UKSS Admin and £199.98 £199.98 £211.54 £218.94
24/3 line support
OBC Team Administration £96.72 £80.00 £84.62 £70.06
UKSS Engineer travel and site £339.96 Nia Nia Nia
attendance and equipment transportation
Site survey and preparation £596.83 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation/reinstallation £31.00 Nia Nia Nia
TOTAL £1635.21 £650.70 £688.32 £694.88
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer travel and site £222.71 Nia Nia Nia
attendance and equipment transportation
Site survey and preparation £72.40 N/a N/a N/a
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation/reinstallation £31.00 Nia Nia Nia
TOTAL £340.25 £14.14 £14.96 £15.48
*Note: Where a Branch using VSAT communications relocates, the charge for providing an
ISDN line at the new location will not apply, but charges relating to the relocation of the
satellite equipment will be incurred.
30.12.2 Service site only
1“ Counter
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Version 9.0
Commercial In Confidence Date: 28/02/06
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Cease ISDN line Nia Nia £0.00 £0.00
Install ISDN line* Nia Nia £377.20 £390.40
OBC Team Administration Nia Nia £84.62 £70.06
Packaging Nia N/a £14.96 £15.48
TOTAL N/a Nia £476.78 £475.94
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Fujitsu Services Operational Business Change — Branch,
Service Descriptions and Schedule of Service Prices
Commercial In Confidence
Ref: CS/PDN/015
Version 9.0
Date: 28/02/06
30.13 Complex Relocation — Increase in terminals
NOTE: These charges are in addition to those for the Simple Relocation detailed in paragraph
26.10, and relate to the prices for the additional counter equipment.
The prices are identical to a standard counter increase, as the relocation elements are covered
within Paragraph 26.10, with the exception of the OBC Team Admin charge, which is already
covered once in the Simple Relocation charges.
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Data Management, UKSS Admin and £176.58 £176.58 £186.78 £193.32
24/3 line support
OBC Team Administration £96.72 Nia Nia Nia
Site survey and preparation £552.66 Nia N/a N/a
UKSS Engineer travel and site £127.47 £86.16 £91.14 £94.33
attendance
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad installation £24.00 Nia Nia Nia
PIN Pad rekeying and supply Nia £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 104.71
supply)
TOTAL £1218.77 £407.52 £431.08 £446.17
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance £68.93 £25.85 £27.34 £28.29
Site survey and preparation £72.40 Nia Nia N/a
Equipment transportation £56.56 Nia N/a N/a
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad installation £24.00 Nia Nia Nia
PIN Pad rekeying and supply Nia £35.00 £37.03 £38.33
Equipment refurbishment (outbound £170.64 £95.64 £101.17 £104.71
supply)
© 2006 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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Commercial In Confidence
Version
Date:
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CS/PDN/015
9.0
28/02/06
TOTAL
£406.67 £170.63
£180.50 £186.81
The Complex Relocation (Increase in terminals) service for the commissioning of the
additional counter position is also available out of hours and on a bank holiday. The prices for
these services may be calculated by replacing the normal service prices for engineer attendance
detailed in the tables above, with the prices detailed in the table below. The increased cost of
engineering attendance out of hours is calculated from the engineer rates detailed in paragraph
8.5 to Schedule 10 of the Agreement.
1* Counter
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £94.33 £229.67 £256.13
equipment transportation — out of hours
TOTAL Service price £446.17 £581.51 £607.97
2™ Counter
Service Element (non standard hours In Hours Out of Hours I Bank Holiday
elements only) price price price
UKSS Engineer travel, site attendance and £28.29 £68.88 £76.83
equipment transportation — out of hours
TOTAL Service price £186.81 £227.40 £235.35
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Version 9.0
Commercial In Confidence Date: 28/02/06
30.14 Complex Relocation — Decrease in terminals (not 2
to 1)
NOTE: These charges are in addition to those for the Simple Relocation detailed in paragraph
26.10, and relate to the prices for the removal of the surplus counter equipment.
The prices are identical to a standard counter decrease, as the relocation elements are covered
within Paragraph 26.10, with the exception of the OBC Team Admin charge, which is already
covered once in the Simple Relocation charges.
1“ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Admin and 2/3" line support £153.18 £153.18 £162.03 £167.70
OBC Team Administration £96.72 Nia Nia Nia
UKSS Engineer travel and site £127.47 N/a N/a N/a
attendance
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 Nia Nia Nia
PIN Pad re-keying £35.00 Nia N/a Nia
Equipment refurbishment (inbound) Nia £75.00 £79.34 £82.12
TOTAL £496.07 £242.32 £256.33 £265.30
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
UKSS Engineer site attendance £68.94 Nia Nia Nia
Equipment transportation £56.56 Nia Nia Nia
Packaging £14.14 £14.14 £14.96 £15.48
PIN Pad deinstallation £13.00 Nia Nia Nia
PIN Pad re-keying £35.00 Nia N/a Nia
Equipment refurbishment (inbound) Nia £75.00 £79.34 £82.12
TOTAL £187.64 £89.14 £94.30 £97.60
© 2006 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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Version 9.0
Commercial In Confidence Date: 28/02/06
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Version 9.0
Date: 28/02/06
30.15 Exchange of CRT with Flat Screen
For a flat screen exchange, the original service price was provided as a single-price, and so
cannot be broken down into individual service elements.
1* Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Flat Screen exchange £78.60 £78.60 £83.14 £86.05
TOTAL £78.60 £78.60 £83.14 £86.05
2™ Counter
Service Element Original New 2004/05 2005/06
Service Service Service Service
Price Price Price Price
Equipment refurbishment (inbound) £29.46 £29.46 £31.16 £32.25
TOTAL £29.46 £29.46 £31.16 £32.25
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30.16 Conversion on Site
1st Counter
Service Element Original I New 2004/05 2005/06
Service I Service Service Service
Price Price Price Price
Data Management, UKSS Admin; Nia Nia £423.08 £437.89
2nd/3rd line support
OBC Admin Nia Nia £169.24 £140.12
Install ISDN line Nia Nia £377.20 £390.40
Cease ISDN line Nia Nia £0.00 £0.00
First engineer visit, travel to site, set- Nia N/a £145.81 £150.91
up & configure gateway
Second engineer visit, travel to site, re- Nia Nia £244.11 £252.65
site gateway, swap PINPad
Carriage Nia Nia £29.91 £30.96
Packaging Nia Nia £7.48 £7.74
Equipment refurbishment and supply Nia N/a £142.81 £147.81
TOTAL Nia Nia £1539.64 £1558.48
2nd Counter
Service Element Original I New 2004/05 2005/06
Service I Service Service Service
Price Price Price Price
Second engineer visit, swap over slave, Nia Nia £133.14 £137.80
configure, swap over and _ install
PINPad
Carriage Nia Nia £29.91 £30.96
Packaging usage Nia Nia £7.48 £7.74
Equipment refurbishment and supply Nia N/a £142.81 £147.81
TOTAL Nia Nia £313.34 £324.31
© 2006 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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Ref:
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30.17 Exchange of Fixed with Mobile
kit (and vice versa)
(Luggable) Horizon
1st Counter
Service Element Original I New 2004/05 2005/06
Service I Service Service Service
Price Price Price Price
Equipment Refurbishment (Inbound) Nia N/a £79.33 £82.11
OBC Administration Nia Nia £84.62 £70.06
PinPad Rekey Nia Nia £37.03 £38.33
Equipment Refurbishment (Outbound) Nia Nia £101.17 £104.71
Packaging Nia N/a £14.96 £15.48
Data Management, UKSS Admin; Nia Nia £211.54 £218.94
2nd/3rd line support
Equipment Transportation Nia N/a £59.83 £61.92
UKSS Engineer travel and _ site Nia N/a £91.14 £94.33
attendance
TOTAL Nia Nia £679.62 £685.88
31.0 APPENDIX A
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IHorizon Equipment =
Supplied at ‘Storage’ Site _
1 x Mobile Unit PATMOBPC — ISDN
PATMOBPC - VSAT
1 x Mobile Data Cable PATPINBLUEDATA
1 x PINPAD (incl. Privacy shield) PATPINPAD (PATPINPRIVSHLD)
1 x PINPAD Data Cable PATPINREDDATA
1x PPMB PATPINMOBPSU.
1 x A4 OKI Printer PATOKI8P-PTR
1 x Power Lead for A4 OKI Printer N/A
1 x Carry Case for Luggable N/A
1 x Toner Cartridge N/A Supplied by Triage at install
1 x Data Lead for Oki Printer N/A
1 x Drum Kit N/A Supplied by Triage at install
1 x Pack A4 Paper N/A Supplied by Triage at install
1 x Ithica Printer PATITH94PTR
1 x Power Lead for Ithica Printer PP5S01009 ISS 4
1 x Ithica Pack contains:-
1 x new ribbon
3 x tally rolls
1 x data cable
1 x “filter” lead
1 x Bar Code Reader PATWAL3400BCR
1 x BCR Data Lead PATMOBWALCABLE
1 x Robust Connector lead (female fitting) I Romec supply
1 x Robust Connector lead (male fitting) I Romec supply
1 x ISDN/PSTN backboard Romec supply
1 x ISDN lockable security box (optional) I Romec supply
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Version 9.0
Commercial In Confidence Date: 28/02/06
1 x Bar Code Reader PATWAL3400BCR
1 x BCR Data Lead PATMOBWALCABLE
1x PPMB PATPINMOBPSU
1 x Ithica Printer PATITH94PTR
1 x Power Lead for Ithica Printer PP501009 ISS 4
1 X Ithica Pack — pack contains:- N/A
e 1 xnew ribbon
e 3x tally rolls
e 1x data cable
e 1x “filter” lead
1 x Robust connector lead (female fitting) I Romec supply
1 x ISDN / PSTN backboard Romec supply
1 x ISDN lockable security box (optional) I Romec supply
1 x CTX Flat Screen PATCTXFLAT
1 x Touch Screen Lead N/A
1 x CTX Mains Cable PATCTX-MAINS-CABLE
1 x CTX Base Stand N/A
1 x CTX Mains Adaptor PATCTX-MAINS-ADAPTOR
1 x RS232 Cable PATCTX-RS232-CABLE
1 x Keyboard PATDEVLKBD
© 2006 Fujitsu Services
COMMERCIAL IN CONFIDENCE
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