FUJ00079976
FUJ00079976
rc ergs . Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
TPS Reconciliation & Incident Management
Procedure
S80
This document outlines the reconciliation and incident
management procedures required to investigate, report and
resolve TPS reconciliation and business incidents.
APPROVED
John Moran, Manager POA Management Support Unit
Hilary Forrest Fujitsu POA Commercial
Peter Thompson Fujitsu POA Service Support
Pooja Sujith Fujitsu POA Management Support Unit
Liz Tuddenham Post Office Ltd Operations Control
Julie Dart, Post Office Ltd Product & Branch Accounting
Post Office Ltd document control
(See PA/PRO/010 for Approval roles)
Name Role Signature Date
Liz Tuddenham Post Office Ltd Operations
Control
Carl Marx Fujitsu POA Head of
Service Management
©Copyright Fujitsu Services Ltd Page: 1 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
o Ref: CS/PRO/I11
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
0.1 22/11/99 First draft for review. Procedure
document relating
to CCD no CP or
Peak ref.
0.2 03/12/99 Second issue for review following TIP
workshop 01/12/99
0.3 20/12/99 Third issue following review incorporating
agreed changes
04 14/01/00 Fourth issue following review and contractual
changes
0.5 27/01/00 Fifth issue following review and further
contractual changes
0.6 18/02/00 Sixth issue following review and comments
0.7 08/06/00 Seventh issue following final PON review
0.8 14/09/00 Eighth issue following for PON review
1.0 16/10/00 Final issue following PON review
1 30/04/01 Re-issue of version 1.0
12 02/07/01 For approval
13 13.08.01 Further comments received from K Baines
2.0 30/04/02 Final version for approval following CCN850
agreement by Keith Baines.
3.0 00/12/02 Version 3.0 was never officially issued
40 19/12/02 Updated version following contract renewal PPRR291
& inclusion within Schedule 19 PPRR341
PPRRS14
41 10/06/05 Updated for S80, i.e. the removal of the cash
account, and the change from OPTIP to
POLMIS
42 10/07/05 Updated for comments on 4.1
5.0 17/10/05 Updated with comments from version 4.2
©Copyright Fujitsu Services Ltd Page: 2 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJITSU
FUJITSU SERVICES
TPS Reconciliation & Incident Management
COMMERCIAL IN CONFIDENCE
FUJ00079976
FUJ00079976
Ref: CS/PRO/111
Version: 5,0
Date: 17/10/2005
0.2 Review Details
Review Comments by : I 14/10/05
Review Comments to: I Richard Brunskill
POA & Document Management
Mandatory Review _
Post Office Ltd: Operations Control
Bernadette O’Donnell
Post Office Ltd : Product & Branch
Accounting
Julie Dart *
Fujitsu POA Commercial
Hillary Forrest
Fujitsu POA MSU
Pooja Sujith
Post Office Ltd: Design Authority
Torstein Godeseth
Optional Review
Fujitsu POA MSU
Jez Murray
Fujitsu POA Design Authority
Gareth Jenkins
Fujitsu POA Service Support
Pete Thompson
(*) = Reviewers that returned comments.
0.3 Associated Documents
Reference I Version I Date /I Title oT ‘I Source
TI/IFS/001 7.0 31/07/02 Pathway — TIP Application I Joint POA / Post
Interface Specification Office Ltd
CS/PRO/128 4.0 17/10/05 APS Reconciliation & I PVCS
Incident Management
NB/PRO/002 6.0 17/10/05 On Line Services I PVCS
Reconciliation & Incident
Management
CS/OLA/056 0.5 22/07/05 Operational Level I PVCS
Agreement for FTMS Files
©Copyright Fujitsu Services Ltd Page: 3 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
Delivered Across the POL
Gateway
CS/PRO/168 0.1 17/10/05 Horizon Reconciliation I PVCS
Exceptions — Working
Document
CS/PRD/019 CS Operational Change I PVCS
Control Process
0.4 Abbreviations/Definitions
Abbreviation _ I Definition
APS Automated Payment Service
BIMS Business Incident Management System - (Fujitsu Services Post Office
Account)
BTS Branch Trading Statement
CCD Contract Controlled Document
EPOSS Electronic Point of Sale Service
Fujitsu MSU Fujitsu Management Support Unit
HSD Horizon Service Desk
MER Manual Error Report
NBSC Post Office Ltd Network Business Support Centre
POL OPTIP Post Office Ltd Operations Transaction Information Processing
PEAK Fujitsu POA Incident logging system
POL Finance Post Office Ltd Financial Department
POLFS Post Office Ltd Financial Systems.
POLMIS Post Office Ltd Management Information Service
POLPBA Post Office Ltd Product and Branch Accounting
SLT Service Level Target
SSC Fujitsu Third Line Support System Support Centre
TPS Transaction Processing Service
TPS Report Set TPS Reports produced by Fujitsu
©Copyright Fujitsu Services Ltd Page: 4 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES . .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
0.5 Changes in this Version
Version Changes
5.0 Updated with comments received through Fujitsu & Post Office Ltd and internal
Fujitsu updating
0.6 Changes Expected
Changes
©Copyright Fujitsu Services Ltd Page: 5 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
0.7 Table of Contents
1.0 INTRODUCTION
2.0 SCOPE...
2.1 TRANSACTION CORRECTIONS DELIVERED TO FUJITSU FROM Post OFFICE LTD.......... 7
3.0 RECONCILIATION AND INCIDENT HANDLIN
3.1.1 — Business Incidents ...
System Incidents...
INCIDENT ORIGINATOR!
GENERATION OF BUS! INCID!
1 Powerhelp vs. Peak Incident logging
INCIDENT REPORTING
BIM Reports / MER.
Reporting Timescales
Repairing Dat: 3
LINKS TO PROBLEM MANAGEMENT I... ..ccsccssesesseecseeeeeeseeeseeececeesecieeesneececeeeeseeerereeease
.0 BIM REPORT EXAMPLE...
©Copyright Fujitsu Services Ltd Page: 6 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
1.0 Introduction
The Transaction Processing System (TPS) Report Set has been designed to enable
reconciliation of the transactions carried out in Post Office branches using the Electronic
Point of Sale Service (EPOSS) which are sent to Post Office Ltd Financial Systems (POLFS),
and Post Office Ltd Management Information Systems (POLMIS). The TPS report set
identifies errors that occur within counter transactions or during the harvesting process. In
addition to errors highlighted by Fujitsu Services within the TPS Report Set, errors may also
be discovered by Post Office Ltd Finance (POL Finance) when reconciling data within its
central systems or which relate to enquiries from Post Office Clients. To initiate the Business
Incident Management (BIM) reconciliation procedure, Fujitsu Services Management Support
Unit (MSU) and POL Finance generate Business Incidents for one or more errors discovered.
NB: For the avoidance of doubt, there is no formal reconciliation produced between the
POLFS and POLMIS transaction stream. The POLMIS stream should therefore not be used
to verify financial integrity and Post Office Ltd should ensure the TPS Report Set and POLFS
transaction stream are used for this purpose.
NB: Acceptance of this document will not indicate acceptance of a specific Fujitsu / POLFS
or POLMIS Interface solution. Those solutions should be identified within the relevant AIS or
contractual document.
2.0 Scope
This document sets out the reconciliation and incident management procedures to be adopted
by the Fujitsu MSU for dealing with Business Incidents relating to the TPS Report Set errors
and POL Finance generated Business Incidents. This includes reconciling the data contained
in the TPS Report Set and raising Horizon Service Desk (HSD) BIM reports and Manual
Error Reports (MER) where necessary.
This iteration of this Contract Controlled Documents (CCD) revises the current procedures
with respect to the S80 release, i.e. ending of Cash Account reconciliation as well as to reflect
the change of TPS data being delivered to POLFS and POLMIS as apposed to Post Office
Ltd Operations Transaction Information Processing (OPTIP/TIP).
21 Transaction Corrections delivered to Fujitsu from Post
Office Ltd
In addition, S80 introduces the process whereby Post Office Ltd forward transaction
corrections from POLFS to Fujitsu for onward transmission to individual Post Office
branches. A daily transaction corrections file is received from POLFS and a log file is created
which shows how many transaction corrections have actually been successfully loaded into
the TPS. Should there be any transaction corrections which cannot be delivered to the
individual branch, Fujitsu MSU will raise a BIM report and inform POL Finance of this
exception in line with the Day J Service Level Target for processing transaction corrections.
©Copyright Fujitsu Services Ltd Page: 7 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
Fujitsu (for S80) will generate four daily TPS exception reports (TPS Report Set) (from the
Host and counter reconciliation software), and one Non Polled Outlet report from the host,
which are described briefly below for information purposes:
NB: These reports are not delivered to Post Office Ltd, however they can be provided for
audit requirements if required.
1. Host Detected Transaction Control Errors:
This report shows detail for any Post Office branch where the control totals for the
transactions output by the host to POLFS and POLMIS do not match the daily transaction
totals calculated by the counters.
2. TPS Harvester Errors:
This report lists error conditions detected by the TPS Harvester when failing to process a
transaction where one of the transaction message attributes is corrupted or incomplete
within the Riposte message store.
3. Non Polled Branches:
This report identifies all Post Office branches, which have not been polled on a daily
basis and have therefore not transmitted any transactions to POLFS or POLMIS. This
report does not feature in the reconciliation process and it is used by Fujitsu to aid the
resolution of communications outages / hardware faults which have prevented
transactions being harvested from individual Post Office branches.
4. Incomplete POLFS Summaries
This report identifies all Post Office branches on a daily basis in which the net total of
transactions (debits/credits) does NOT net to a value of zero. Fujitsu MSU will raise
incidents on all such occurrences in cases. There may be cases where POL Finance will
need to advise and agree on any adjustments to the Fujitsu central data store that may
need to take place or order to make the transactions for a particular branch net to zero. (As
per agreed process document ref: CS/PRD/019; Customer Service Operational Change
Control Process))
NB: It is not intended that this document describes the format or content of the individual
reconciliation reports
The TPS Report Set will be routed to Fujitsu MSU, on a daily basis by 08.00hrs, where they
will be checked for completeness and accuracy of content. In the event that the reports do not
arrive, or after checking appear to be incorrect, in the sense that the reporting process in itself
has failed, Fujitsu MSU will raise an incident via Post Office Account Third line support
(SSC). A BIM report will be issued to POL Finance where appropriate, i.e. where there has
been a reporting error (the reconciliation reports are flawed but not the transaction stream), or
in cases where ‘delayed transactions’ can be delivered later with out compromising the
integrity of those transactions.
It is not intended that Fujitsu MSU will deliver any of the TPS Report Set to POL Finance as
a matter of course, other than the Non Polled Branches report which will be forwarded to a
©Copyright Fujitsu Services Ltd Page: 8 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
[ee] Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
specifically agreed Post Office Ltd distribution list. An extract from the TPS Report Set may
however be delivered as ‘evidence’ as an attachment to the BIM report / MER if it is
considered by Fujitsu MSU that this would aid the reconciliation or settlement process within
POL Finance. However, the reports can be delivered to POL Finance upon request.
3.0 Reconciliation and Incident Handling
3.1.1 Business Incidents
Relate to the ‘Symptom’ of an underlying cause — e.g. the effect of the system fault on the
resulting reconciliation or settlement information sent to Post Office Ltd.
e A Business Incident relates to one or more of the errors reported within the TPS
Report Set, or one or more of the reconciliation or settlement errors raised in
accordance with this document by POL Finance
3.1.2 System Incidents
Relate to the underlying ‘Cause’
System incidents are raised to track the root cause of a Business Incident. Depending on the
impact, nature and scope of the incident the Problem Management process may be used.
However if the nature of the incident is seen as a low priority/a ‘one off’ the ‘Business as
usual’ approach may be taken’ i.e. the BIM process will suffice. What course is taken is a
matter of discussion and agreement between POL Finance, and Fujitsu MSU.
Where there are associated System Incidents and Business Incidents, their relationship
can be either:
® one to one; or
© one to many, respectively.
Incidents escalated through the Problem Management route will be reported at regular
intervals as Problems.
3.2 Incident Originators
It is envisaged that Business Incidents will only be generated by the following groups within
Fujitsu MSU and POL Finance:
e Fujitsu MSU for errors reported via the TPS report set
e POL Finance for any other reconciliation or settlement error discovered by POL
Finance that has not been reported by Fujitsu MSU
©Copyright Fujitsu Services Ltd Page: 9 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
[ee] Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
¢ Fujitsu SSC, for any system fault, file or transaction rejection which cannot be
repaired electronically or data base adjustment which is considered by Fujitsu
Services to have a reconciliation or settlement implication within Post Office Ltd.
Subject to agreement by the parties to the contrary, Post Office branch raised calls to the
HSD will not generate Business Incidents. However calls from Post Office branches will be
monitored and if it is considered necessary by Fujitsu Services, difficulties reported to the
HSD, either directly or via the Post Office Ltd Network Business Support Centre (NBSC),
will be elevated to Business Incident status.
3.3 Generation of Business Incidents
In line with the generic incident management policy agreed between Fujitsu and Post Office
Ltd, Business Incidents will only be recognised as such if generated by POL Finance, as
appropriate, via the HSD. This ensures that the Business Incident is properly logged, enabling
Fujitsu MSU to ensure that corrective information can be supplied and any underlying system
fault can be rectified.
In all cases Fujitsu MSU will raise a ‘BIM’ report to log incidents. All such BIM reports will
have a unique identifier. This ID will mimic the Fujitsu PEAK reference however the BIM
report will always contain any other relevant references as required.
It is important that POL Finance supply sufficient information to the HSD when generating a
Business Incident to ensure the timescales for the resolution of Business Incidents referred to
in section 4.5.3 can be achieved. Achievement of such timescales is dependent upon the
following information being provided by POL Finance when generating a Business Incident
via the HSD:
e A valid ‘PATH’ code must be quoted, e.g. ‘PATH040’ etc.
© Prefix all narrative with ‘THIS IS A BUSINESS INCIDENT FOR MSU, PLEASE
ROUTE THIS CALL TO EDSC ’
e A full description of the issue, ie. particular FAD(s), particular date(s), product(s),
etc. The information should be of enough detail to allow Fujitsu MSU to progress the
incident and escalate if needed to the correct support teams.
Where POL Finance raise a Business Incident which may require a large amount of
supporting information, summary detail only may be given to the HSD and the additional
information sent via e-mail to Fujitsu MSU. (A current contact list will be made available to
POL Finance).
3.3.1 Powerhelp vs. Peak Incident logging
Since the associated delivery to Post Office Ltd of the DRS and TES tools it has become
apparent that not all incidents need to be reported to HSD (under PATH040) as outside
support is not always needed from Fujitsu MSU to aid in reconciliation of incidents. While
all such incidents are reported via the BIM process it has become apparent that it is not
efficient to raise a Powerhelp incident for the sake of obtaining a unique identifier when the
©Copyright Fujitsu Services Ltd Page: 10 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
BIM and PEAK data bases provide the same uniqueness. A working agreement with Post
Office Ltd has already been agreed on this; the main criteria being an auditable unique
identifier via the BIM process.
If Fujitsu SSC involvement is needed the PEAK system allows attachment of evidence,
whereas Powerhelp only allows description via text.
This in no way prevents POL Finance from raising ‘PATH040’ incidents (via Powerhelp)
which will be reported in appropriate time scales using the unique reference.
All incidents will be reported using unique references, but will always be a PEAK however
the Powerhelp reference will be quoted if available.
3.4 Incident Reporting
3.4.1 BIM Reports / MER
The BIM system has been designed to report the progress to resolution of a Business Incident
to allow Post Office Ltd to complete an accurate reconciliation or settlement with their
clients. For ease of identification and association with the corresponding HSD/ PEAK call,
BIM report references the unique PEAK reference.
3.41.1 Format and Content of BIM report / MER
A BIM Report will be issued for each Business Incident generated via the HSD or the PEAK
incident tracking system (depending on the route that the incident was raised). As part of that
BIM report, Fujitsu MSU will issue a MER for each error associated with the relevant
Business Incident where it is necessary.
BIM Reports / MER are designed to notify POL Finance of the detail required to assist in the
reconciliation or settlement process within POL Finance. They communicate information
concerning the resolution of the symptom of an underlying cause, not the cause itself.
Business Incident reporting to POL Finance will fall into one of the following categories:
1. BIM Report (Standard)
This will be the standard BIM report as shown in Appendix 1 without the ‘Transaction
Details’ section completed. It will provide POL Finance with a brief description of each error
to the extent that each error can be identified
2. BIM Report for a repaired error
This will be the standard BIM Report as shown in Appendix 1. However, the ‘Transaction
Details’ section may be completed if considered necessary by Fujitsu MSU. Full details of
the repaired transaction ‘File’ will be documented providing an explanation of each
correction made.
3. BIM Report and MER
©Copyright Fujitsu Services Ltd Page: 11 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
This will be the standard BIM report as shown in Appendix 1. However, the ‘Transaction
Details’ section will be completed as a MER to describe each error associated with the
Business Incident, and specifying in a format suitable for POL Finance to complete a manual
reconciliation and settlement if required.
NB: A BIM report may contain more than one MER.
BIM reports / MER will not advise any detail as to the underlying ‘Cause’ of the problem if
this is a result of a software error etc. This information is supplied via the Problem
Management process.
3.4.1.2 Clearance Criteria & Charges Applicable to MER
Fujitsu MSU anticipates that it will provide information concerning Business Incidents to
POL Finance on a ‘drip feed’ basis, by issuing updated versions of the initial BIM Report /
MER. On a monthly basis, the MER spreadsheet is populated by Fujitsu MSU with details of
chargeable and non chargeable errors together with the appropriate supporting information.
This is then forwarded to Post Office Ltd, Operations Control for approval. For the avoidance
of doubt, transactions or transaction corrections which are delivered by Fujitsu MSU to
POLFS via file transfer are NOT chargeable. Transactions or transaction repairs which are
delivered manually to POL Finance via a BIM report are chargeable as defined in section
3.4.1.3
A BIM Report is ‘Cleared’ when Fujitsu MSU has provided the information required to
enable full reconciliation to take place, i.e. provide transaction detail, provide actions for
POL Finance to undertake to correct a customer’s bank account, etc.
Post Office Ltd Operations Control will agree with Fujitsu MSU on a monthly basis any
payments it considers are payable to Post Office Ltd (as compensation for Post Office Ltd
costs in dealing with MER).
3.4.1.3 MER Charges
To clarify, S80 brings about much simplification with chargeable errors. As the Cash
Account no longer exists, having been replaced by the Branch Trading Statement, the only
remaining chargeable aspect is in respect to individual transactions. These are only
chargeable to Fujitsu if they have been corrupted in some way when delivered through a fault
in the Horizon system or the related Fujitsu processes, i.e. an OBC issue where transactions
are stranded when an outlet is not closed correctly, with charges based upon the following
criteria and applicable to POLFS only and not POLMIS:
e £100 per transaction which can not be delivered to POLFS by electronic means and
this has been discovered before it was due to be sent to POLFS (i.e. it has not been
rejected by POLFS)
e £150 per transaction which can not be delivered to POLFS by electronic means and
this has been discovered after it has been sent to POLFS (i.e. it has been rejected by
POLFS)
©Copyright Fujitsu Services Ltd Page: 12 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
In cases where transactions are lost due to fire, flood, or Post Master interference Fujitsu will
not accept liability.
MER are delivered to Post Office Ltd Operations Control on a monthly basis for agreement
by 10" working day of the following month. It is expected that in these exceptional cases that
all issues will be addressed on a case by case basis.
3.4.1.4 Report Distribution
Fujitsu MSU will distribute BIM reports / MER using the Fujitsu corporate mail network. In
the event that Fujitsu corporate mail system is unavailable, Fujitsu MSU will discuss with
POL Finance the appropriate means of information transfer.
3.4.2, Reporting Timescales
Fujitsu MSU will use reasonable endeavours to raise an initial BIM report relating to a new
Business Incident. This will be made available to POL Finance, on the same working day as
the Business Incident is generated via the HSD, or on the PEAK system where applicable. In
the event of the TPS Report Set not being available to Fujitsu Services in time to enable any
errors to be notified within this timescale, Fujitsu MSU will contact POL Finance to agree a
temporary extension to the timescale. This initial, incomplete, BIM report will serve to notify
POL Finance that a Business Incident has occurred and that the completed BIM report will be
provided to POL Finance within the agreed timescales.
Fujitsu MSU will use reasonable endeavours to ensure the final completed BIM report / MER
is cleared within five working days Service Level Target (SLT) from the date the Business
Incident was generated via the HSD, or the PEAK system.
Tf the BIM report / MER is not cleared, or Fujitsu MSU think it is unlikely to be cleared
within five working days, Fujitsu MSU shall immediately notify POL Finance and shall
procure that Fujitsu MSU Manager (or in his absence, his deputy) is made available to
discuss with POL Finance to discuss the delay within two working days of such notification.
There is no strict timescale for the resolution of a System Incident as the time taken to
develop a fix or correct erroneous reference data cannot be determined. Obviously however,
Fujitsu will give every System Incident the priority it deserves taking into account Post
Office Ltd requirement and would aim to deliver an initial analysis of the root cause within 5
working days and a final analysis and evidence of remedial action, within 10 working days. It
is clear that at all times the relationship between Incident Management and Problem
Management is clearly understood, and if need be escalations through Problem Management
will happen to hasten the rectification of the system incident.
3.4.3 Repairing Data
Where Fujitsu MSU corrects errors, ONE Business Incident will be raised to cover each
error, which has been corrected, or group of errors if they are related to each other. A BIM
report containing appropriate information will be issued relating to that error or group of
errors.
©Copyright Fujitsu Services Ltd Page: 13 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
eo) Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
Where there is a need to correct errors, Fujitsu MSU may make corrective assumptions, based
upon the format and content of previous valid records of the same type, if no other detail is
available. For example, where a transaction mode is unknown, the mode used may be
obtained from a previous transaction of the same type. In such cases, Fujitsu MSU will
promptly inform POL Finance of the assumption within the working day that the assumption
has been made. POL Finance may wish to review and validate these assumptions on a case-
by-case basis and it should be noted that any assumptions made would not necessarily set a
precedent.
3.5 Links to Problem Management
The processes highlighted within this document are not intended to replace the current agreed
Problem Management procedures, which will run side by side with the incident management
process, as has always been the case.
By way of example, “problems” may be raised by Fujitsu or Post Office Ltd in the following
scenarios:
e Where there is a trend of similar Business Incidents where there is no identifiable
cause.
e Where a System Incident has been raised and the cause is unknown.
Problem management expands the scope of the incident management process described in
this document to include any wider issues, which must be dealt with in order to rectify
problems and to ensure that the associated Business and / or System Incidents are not
repeated.
A System Incident is generated by Fujitsu MSU to ensure the relevant code or fix etc. is
developed, tested and delivered to the live estate. However, resolution of problems which
arise as a result of that System Incident will cover any additional requirements of both parties
e.g. Operational Focus updates; briefings etc. and in many case the authority from Post Office
Ltd to proceed with a relevant fix.
©Copyright Fujitsu Services Ltd Page: 14 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
FUJ00079976
FUJ00079976
[ee] Ref: CS/PRO/111
FUJITSU TPS Reconciliation & Incident Management Version: 5.0
FUJITSU SERVICES .
COMMERCIAL IN CONFIDENCE Date: 17/10/2005
4.0 BIM Report Example
BIMS Reference: BE
. ian: Last
Service: Version: Updated:
Service Sub
Type:
Exception Type:
Originator: Transaction Date: BTS: FAD:
Status: Exception Value:
Other References Transaction Liability
Provisional: Final:
POL Reference: Settlement Details
Exception Settlement
Settled Amount:
HSD Reference: .
Invoice Number:
Invoice Date:
Manual Error Report
Incident History Chargeable Errors:
Date Received: MER Set Amt:
Date Cleared: MER Inv No:
Date Closed: MER Inv Date:
Actions
7 . 7 (Describe
Actions: Date & Time Action Type ncident) Analyst
Actions: Date & Time Action Type (Clear Incident) —_anatyst
©Copyright Fujitsu Services Ltd Page: 15 of 16
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
2
FUJITSU TPS Reconciliation & Incident Management
FUJITSU SERVICES
COMMERCIAL IN CONFIDENCE
FUJ00079976
FUJ00079976
Ref: CS/PRO/111
Version: 5.0
Date: 17/10/2005
©Copyright Fujitsu Services Ltd
COMMERCIAL IN CONFIDENCE
CONTRACT CONTROLLED
Page: 16 of 16