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me)
FUJITSU
Fujitsu Services Post Office Account
Service Review Book
February 2007
COMMERCIAL IN CONFIDENCE
Re)
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SERVICE REVIEW BOOK
February 2007
Document Control
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
Service Review Book — February 2007
This document contains a summary of the Monthly Service Performance Statistics
for the Period 1°'to 28" February 2007
Definitive
Service Management Review
Fujitsu Services, Post Office Account: Head of Service Management
Fujitsu Services, Post Office Account: Customer Service Management Team
Mark Jones & Stephen Taplin, Fujitsu Services, Post Office Account: Service
Delivery Unit
Naomi Elliott: Fujitsu Services, Post Office Account: Service Director
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February 2007
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DOCUMENT CONTROL
CONTENTS
1 MANAGEMENT SUMMARY
2 INCIDENT OVERVIEW
3 BUSINESS CONTINUITY
3.1. Business Continuity Testing
3.2. Forthcoming Testing
3.3. Business Continuity Planning
3.4 Business Continuity Incidents and Issues
4 COMPLAINTS
5 SERVICE SUMMARY
5.1 Horizon Service Desk
5.2 Engineering Service
5.3. Branch Network Services / Central Network
5.4 Operational Branch Change Service
5.5 Service Integration Service
5.6 Data Centre Operations Service / Data File Transfer
5.7 Reconciliation Service
5.8 Reference Data & Message Broadcast Service
5.9 Security Service
6 FEBRUARY SERVICE LEVEL PERFORMANCE
6.1 Horizon Service Desk
6.2 Engineering Service
6.3. Branch Network Service
6.4 Central Network Service
6.5 Data Centre Operations Service
6.6 Reference Data Service
6.7 Reconciliation Service
11
22
NNAN
11
13
15
17
18
19
19
19
19
22
23
24
25
26
32
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1 MANAGEMENT SUMMARY
Summary: Within the Fujitsu Services domain for February 07 there no Major Incidents, two service affecting
incidents within the Fujitsu domain and 1 incident relating to VIP sites. Details are given in the Incident
Overview below.
The most significant issue related to the T30 Inc 1 Release where the REM out process for cash and stock
caused an imbalance, and generated a volume of calls to the Helpdesk. The problem was identified
immediately and the release regressed, with minimal operational impact. Root cause analysis and corrective
actions have been identified and implemented. The re-release is currently under review.
Branch and counter availability continue to remain above target at 99.8% and 99.4% respectively. There were 3
days in February when no Solid Down calls were reported on the daily tracker, and the trend is continuing to be
positive. 99 OBC changes were delivered in the month and all the OBC targets were exceeded with all OLAs
met.
Incoming calls to the desk were at the expected level for the month, with hardware calls continuing at a high
daily rate, but showing a slight decline. The rollout of the Epson Counter Printers has commenced, and the
impact on service will be reflected in the March figures.
The migration of the VSAT sites is nearing completion and the second phase of the IPStream migration is now
under way, with more than 7200 branches completed by the end of February.
The recovery plan for the Engineering SLTs is progressing and the service levels have shown a good
improvement this month, but still give cause for concern. Action plans remain under constant review to maintain
and improve the performance.
A total of 63 complaints were received, 25 were passed to Fujitsu for information only, both these being a
reduction on the previous month. 4 were for investigation and comment: - of these, 2 were agreed to be
justified.
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February 2007
February 2007
Executive Dashboard FUJITSU
2, Calle answered by HS0 within 20 seconds
100% s see
4. Branch & Counter Availabilty during Post Office
Core Day
—e
ranch aoe
5, Data delivered to APS Outbound Day 8
Calculations to be confirmed
‘Aun Sep08 OH06 "Now.Oh Owe6 Jana? Feb? esearch crnca vay
9, Branches with no trading no online service
‘trading capabiity
4, Success Rates of combined Online Transactions
‘Aug Sept 09-08 "Nowe Doth Junot Febar
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2 Incident Overview
Summary: Within the Fujitsu Services domain for February 2007 there were no Major
Incidents.
There were 2 further service affecting incidents within the Fujitsu domain.
There was 1 incident affecting a VIP sites.
There was no further service affecting incidents outside of the Fujitsu
domain.
Major Incidents: None
Other incidents in Fujitsu
. . Monday 42” February. As part of the T30 INC 1 release, counter 36_6 was
Services domain:
released over the weekend of the 10"/11" and was successful to
approximately 90% of the estate 14,000 branches. It was then reported by
some branches that there were issues with the REM out process for cash
and stock causing an imbalance. The issue was found to be when Post
Masters would REM out 2 identical items instead of using the quantity button.
As this was an error in the code, the counter 36_6 s/w was regressed
overnight. After the regression of the s/w overnight, it was then identified that
49 branches had an issue with the REM out process causing a cash
imbalance at the counter. The SSC upon agreement with POL took the
corrective actions to correct the imbalance and contact the Post Masters
concerned. All cash correction work was completed by end of play
Wednesday and fully monitored for the next 2 days, with full details being
sent to POL to complete the transaction corrections for the POLFS and the
reconciliation process's.
Monday 26" February. The Horizon system was experiencing timeouts at
6% of the total transactions to the A&L, from 08:29 to 17:30. All retries at the
branches were successful. The issue was determined to be throughput
within the A&L Wigan agent MWINAA01, causing the congestion. A reload of
the A&L agent was required and this was completed on an OCP at 18:00.
Call E-0702260081 refers.
VIP sites affected this month: Wednesday 28" February. VIP site Hartlepool 011327, H/W fault node 1
and loss of On-Line serves at 11:00. Engineer to site to replace Node 1
screen and re-load of Gateway, services restored at 14:45. Call E-
“J refers.
Incidents that were outside None
the Fujitsu Domain:
Details of Incidents / Calls affecting Branch Availability
Average LDs - SLT hours Aecouiated
calls toHSD
Counters /Branches Counters / Branches
Affected
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3 Business Continuity
3.1 Business Continuity Testing
During February the Failover and Fallback of the Production Primary XI Central Instance server in Bootle, the
Horizon Service Desk and the AP Client & EDG Gateway operational business continuity tests were
successfully completed.
During the HSD test it was noted that the performance of the alternative Powerhelp server, based at SDC01,
appeared slower than the STEO9 based Powerhelp server. This is currently being investigated.
Between the 28" of February and the 3" of March the Fujitsu Service elements of the Post Office Limited,
Northern Data-centre operational test, failing over to the Post Office Limited Disaster Recovery site, was
successfully completed.
On the 4" of March the Web Servers operational test, including MoneyGram, and the operational test (test 6.6)
of the interface to the MoneyGram Host were successfully completed.
3.2 Forthcoming Testing
. The operational test for the Database server is scheduled for the 10" and 11" of March
. The operational test for the Network Banking Service is planned for the 25" of March.
. The operational test for the loss of Bracknell 01, i.e., the relocation to LEW02 is being rescheduled and
is dependant on the progress of commissioning of LST equipment in LEW02.
3.3 Business Continuity Planning
During February the emphasis was place on reviewing the HNG-X design documentation to enable a more
detailed ‘picture’ to be formed of the HNG-X solution. Some progress was made on the HNG-X Services
Business Continuity Plan using the information gained from the design documentation.
3.4 Business Continuity Incidents and Issues
No Major Business Continuity Incidents were raised during February.
The progress of the implementation and commissioning of the LST rig in the LEW02 Disaster Recovery site was
slower during February as issues have been experienced with the setting up of the Network Banking Agents
and Radius servers. Progress was made on the Network Banking Agents during a visit to site on the 6" of
March
The operational test for the loss of Bracknell 01, i.e., the relocation to LEW02, will be rescheduled when there is
a higher level of confidence that the proposed test date will be achieved.
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February 2007
4 Complaints
During February, 63 complaints were logged about Fujitsu Services, with 4 standard complaints passed for
comment to Fujitsu for formal investigation, an increase of 1 when compared to January. 2 of these complaints
were considered justified, with one still awaiting completion of investigation. Complaints about Fujitsu Services
account for just 12.3% of all complaints received at the NBSC during February.
There were 2 High Profile Complaints in February
Breakdown of Complaints
G Excluded as duplicate / not
complaints
@ Not passed to POL Cust
relations
G Excluded by POL Customer
Relations
1 Complaints investigated by
POL Customer Relations
@ Passed to Fujtsu FIO
Considered Unjustified by
Fujitsu
@ Considered Justified by
Fujitsu
Q Still under investigation
Justified Complaints
Date Date POL Ref Branch Code Category/Reason For Improvement A‘
POLIFS Cleared And Faci Complaint
20/02/07 20/02/07 I MG/FEB/O70 I Amroth Road - PM complaining about I A service improvement plan has been
154611 the delay in an implemented recently for A priority call to fix
engineer visit to an A _I alls, items within this SIP include reducing
priority call the build times for base units which will
ensure engineer delays at previous calls are
rendered a thing of the past.
NB: PM's expectation was set at 4hrs
(13:00), however engineer arrived at 15:30.
28/02/07 28/02/07 JH/FEB/05S Cheveley - Software Issues - AP This is a known issue across a small number
185113 transaction and of outlets and diagnosis is being performed
manual entry not in order to capture the symptoms.
working.
Until a suitable amount of evidence has
been captured, it is impossible to find a
resolution, either temporary or permanent. At
this moment in time the log in/out is the only
solution.
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Top 3 Areas of complaints
e Engineer complaints (including 10 about response times) - 15
e Printer problems - 14 complaints, 3 of which were also complaining about the engineering service.
e OnLine Services being unavailable - 8 complaints, which is a significant reduction on previous months.
45
40
35
30
25 Equipment &
Engineering
20
@ Online Services
15
10 1G Printer
Problems
5
1G Equipment &
Engineering
'@ Online Services
G Printer Problems
Commentary
The number of complaints logged against Fujitsu Services in February has decreased with the number
investigated by NBSC Customer Relations dropping to under 50 compared with 60 in December. 4 complaints
were passed to Fujitsu Services for formal investigation, compared to 3 in December.
Engineering
The Engineering Service Improvement Plan continues to be the subject of focus, with weekly conference calls
and Sense & Respond® analysis, particularly into the A priority faults. Setting branch expectation continues to
be a focus area, and work is underway with Post Office to review communications to the network.
The Epson printer rollout programme has commenced, which will replace the Ithaca printers. As this project
continues the call, visit volumes and subsequently complaints volumes are all forecasted to drop. The reduction
in the number of counter printer faults and engineering visits will have a knock on benefit on scheduling
engineering visits.
Online Services
The number of complaints for Online services has dropped to single figures for the first time, and February saw
the continuation of low volumes of solid down branches, with some days where there were no solid down faults
in the estate. The second all-party meeting was held with BT, Post Office Ltd, Openreach & Fujitsu Services at
which BT outlined some of the improvement activities including, clear ownership of faults when the line test
indicates a fault. A follow up meeting is scheduled for April.
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February 2007
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ist I Breakdown of Complaints Data
Oct 06 Nov Dec Jan 07 Feb 07
Total number of complaints logged
against Fujitsu Services 87 94 98 88 m
Exclusions (duplicate / inappropriate) 12 14 13 12 8
Total number of actual complaints 75 80 eae 76 63,
Complaints passed to POL Customer
Relations 64 67 68 71 56
Complaints excluded by POL
Customer Relations (duplicate / 4 9 4 10 7
chaser)
Total number of complaints _ a é . “
investigated by POL Customer 60 6G 58 64 61 49°
Relations ao : oe : :
Number of complaints passed For ;
Information Only to Fujitsu 58 39 30 43 25
Number passed to Fujitsu Services for
formal investigation 2 7 10 3 4
Number considered justified by Fujitsu
Services 2 3 1 2 2
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February 2007
CEOs
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5 Service Summary
5.1 Horizon Service Desk
The HSD saw an decrease in the number of calls from Post Office Branches logged during February, with
15, 507 calls logged at the desk compared to 16,229 in December, which continues the trend of a reduction in
calls to the HSD (the anomaly in December due to the shorter trading period).
« Hardware calls have decreased to the lowest volume since October 2006 with a reduction in the
number of faults logged for counter printers and all hardware components showing lower volume due to
the shorter trading period.
e Software calls were high in February (3792). Investigations have identified that the root cause of the
increase were calls relating to the T30 Inc1 release (526 calls) and also No Entry signs on Home and
Logon screens.
pay
16,000 ———
14,000 Ses! =
12,000 2
% 10,000 a=
&
2 8,000
g
2
6,000
4,000 ESN
2,000
0 Es
F606 Mar-06 Apr.06——May.06 —Jun-06-=—= UL AUGOG«Sep-06 Oct (Now05 Dec 8) len.07—*Feb7
Month
GE Change (Environmental Hardware (inappropriate
CaNBsc Referral Avetwork imEEReference Data Gamsecurity
software (other Queries = DBusiness Incident {One Shot Passwords
(mm Postshops ——Monthly Call Limit ——6-month moving average
GEA TE TT TE ST ET
Bases mewent 2
— Change z 7 z
Possh opr = El z Ea w 3 co 7
Enwronmental. 778 7 7 rc Tad iar 25 73a a 782 72
raraware. 579s —I 3556 I 08s I 10508 I “3206 —I—srss—[ ase I —ars5—[ ease [Tous [a3 [e508 [2057
Tasco 1236 [1408] 1388 —[ 1458 [071 [1082-1408 I 1203 I 1142 I 1046 [688 [1654 1005,
TESC Reteral TT 78. “05 aa 3 5a 708 a 2 3 7 35
Teton SE TE EC LE CE CO I TET
‘Tier Queres 352 20 152 243 [I 400, is 2a iss 734 327 25 250 I 216,
ence 7 7 7 2 7 2 3 7 7 7 7 7 2
curt = 2 7 3 = z z 7 ry 7 = 3
Dis That Passwoes Te 770 7H Es 7 i Te i BLT 72 7a Tia
aniare Zion I 2a I 2584 I 068 [part 204s [2067 I 295 [sets [ies pe9t J 2885 3787
“otal Calis ‘3039 I 18324 I 14000 I 1776 I 15561 I t4sao I 15421 I ta7es I t6155 I 17256 I 14600 I 16229 I 15507
‘month moving average 13039 I sate I asee I 15232 I 15208 I 15223 I 15020 I 5826 I 5752 I 15660 I 15522 I 15752 I 15767
Monthy Cal Limit 2750 I 12750 I 12750 I 12750 I 12750 I 2rso I r2rso I 12750 I 12750 I 12750 I 12750 I 13000 I 13000
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February 2007
Review of HSD SLTs
With the exception of the Software incidents resolved by Reboot <=30 minutes, all HSD SLTs were met in
January. As a result there is no recalculation. The Software incidents resolved by Reboot <=30 minutes SLT
was 99.74% against a target of 100%, which equates to 5 number of reboots which did not resolve the software
incident.
Actual Recalculated
Calls Answered within 30 seconds (Target 80%)
Calls Abandoned (Target 5%)
Sense & Respond / Service Improvement Activities
The HSD has been heavily involved in the analysis of the end-to-end lifecycle of the A priority faults to identify
point of failure and opportunities to expedite transfer of calls to Service Delivery Units, without compromising
service provided to branch.
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5.2 Engineering Service
February 07 has seen the engineering call volumes reduce to less than 6000 for the first time in 4 months with
significant decreases in numbers of Pin Pad calls, Base Unit calls, calls for screen replacements and counter
printers. Compared to February last year the one item that has significantly increased is the counter printer
failures. Given that the Epson Counter Printer roll out has commenced Fujitsu expect to see a decreasing trend
in call volumes during the months ahead.
Compared to the previous month February has again seen a gradual increase in SLT conformance. The A
priority within 4 hour fix going up a further 8.6% to 77.5% and the C priority by 18:30 next day calls also going
up a further 2.4% to 94.8%.
Analysis of the A priority conformance has revealed that Base Unit builds remain the single highest point of
failure to A conformance. As previously mentioned change proposals are in place to ensure build times are
reduced and once implementation of these changes becomes a reality Fujitsu expects A priority conformance to
increase significantly and result in figures very close to the contractual target.
February has again seen all counter availability targets met with all conformances in excess of 99%.
Branch Visits
eer
‘8,000
7,000
6,000
g 5.000
2 4,000 +
3
£ 3,000
2,000 I
4,000
°
Febos — Marc8—ApeO8—May-0Bun08 WhO AUg-OB“Sep08—OstO5—Nov06 «Dee dang? Feb
Month
(limBar code readers Base units keyboards G=screens
(=Aether items ithaca Printers SEBIEpson Printers 0K’ printers
(Panasonic printers [= Pin Pads Mobile units Monthly Call Limit
Feb-06 I Mar06 I Aproo I May06 I Jun-o6 I Jut0s I Aug06 [ Sep0o [I Octos I Nov-08 I Dec-06 I Jano7 I FebO7
Bar code readers av I 28 I 21 I as I 236 I tes I tes I 193 [ 217 [I 275 [I 227 I 200 I 262
Base units a35_[ 500 I 303 I sea I sao I soa I 400 I sao I soa I 511 I 522 I sea I a7
Mobile units 2 D 21 7 32 a Ey 36 7 52 34 a2 4
Keyboards soa I era I 7s I ses I ses I s7a I sae I saa I soa I 610 I 577 I oor I 039
Ithaca Printers i7s2_I 2254 I 2100 I 2756 I 2625 I 2735 I 2027 I 2604 I 2000 I 3251 I soa7 I 3093 I 2678
Epson printers 7 5 Tt 1 3 6 9 2 15 2 3 2 D
‘OKI printers 26_ [sia _[ 228 I 270 I sa I se I soe I sar I s08 I 77s I sia I 506 I 500
Panasonic printers: 5 a 7 1 3 1 2 1 1 3 ° 0 °
Pin Pads: coo I 1226 [eas [evo I 7aa_ I 720 I 72 [I 730 [ 05 [I o34 I c12 I 008 I 65
Screens aa_[ 508 I 6a I sor I «7 I s70 I 757 I 712 I 792 I a7 I 797 I vai I 0630
‘other items: 33 49 ol 43 5 19 3 36 3 74 77 88 64
TOTAL ‘4308 I 5855 I avez I se51 I sre2 I s7s4 I seat I svro I e200 I vosv I eso I e015 I soso
Epson to OKI exchanges 14 12 12 12 9 7 10 10 37 x x x
‘Average Daly Visit Rate 498 [ 234 [203 I 254 [240 [ “2ae [57 [206 [262 I 20a I 208 [28a I 260
Monthy Gal Lime 3675] 2075 J 2675 J 2875 I 2075 I 2875 J 2075 I se75 I sors I 07s I c07s I sors I 2075
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February 2007
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Gateway Replacements
300 -$ IS ESSE — — —
250
200
150
100
50
Feb-06 Mar-06 Apr-06 ~May-06 Jun-06 JuLO6—«Aug-06-Sep-06 Oct06_-—-Nov-06-Dec-06 Jan-07—-Feb-O7
(ei Day m2 Days 23 Days m4 Days m5 Days 5 Days +
Number of Gateways replaced by Engineers following call raised by PO Branch
‘Actual Elapsed Time of call in days
‘month 1 Day 2 Days 3 Days 4 Days 5 Days 5 Days + Total
Feb-06 S9]__ 36.6% aq] 273%) 2 13.7%] Ta 8.7%I 43%) TE 9.3%] 161
Mar-06 66] 39.3% ae] 28.6%] 20} 17.9%] 15] 8.9%I 1.8% Te] __9.5%I 768
‘Apr-06 76I _50.0%I 3i]__ 20.4% 72] 7.3% a] __5.3%I 2.0% 22I 74.5% 152]
May-06 36] 43.0% 32] 23.3% 78] 8.1% 777.6% 3.1%) 33[__14.8%4 223]
Jun-06 38 47.6% 36] 27.2% if 70.2%] Oo __ 4.9% a 3.3%] 73 6.394 208)
Ju-06 77I__30.6%I 62] 24.6% Fil 16.3%] 20[__7.9%4 Tal 4.8% 40] 75.9%] 252
‘Aug-06, el 24.6%I 60] 30.8% 26] 13.3%] Tel 8.2% 747.2% 3i[_ 15.9% 795I
Sep-06. B35] 26.9% 37]_ 23.6% 37]_ 15.3% 2a] 9.1%] 725.0% el 20.2%] 242
Oct-06 43] 23.6% To] 34.5% 34[__ 16.7% 20, 9.9%] a __3.9%I 23] 11.3%] 203]
Nov-06 Bi] __22.5% 7a] 34.4% 315.9%] 23] 10.7% 5 Pe 22
Dec-06 33[_24.4% 39 27.2% 26] 12.0%] of 9.2%] 746.5% 45] 20.7%] 2H
van-O7 Bi] 35.1% 3] 27.3% 2a 9.5%] T7744 a_3.3%I ol 16.9%] 231
Feb-07 To] 39.8% 30] 28.4% 79.7% Te] 9.1% 7L__4.0%I Te] 9.1% 776]
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5.3. Branch Network Services / Central Network
Branch Network Services
During February there were 1027 calls logged across all Network Types.
SLT's
The ‘Priority A - 6 hours’ SLT saw 9 failures from a total of 987 closed calls measured. The 99.1% achievement
is an improvement over the previous two months.
There is no longer a C priority measure as all Network related calls are prioritised as “A” priority.
After investigation into the failures above it has been identified that the contributing factors were related to the
HSD call handling and delays in engineering attendance. Both of these issues are being addressed with the
appropriate SDU’s.
As reported last month we have moved the onus of managing Network related incidents into the Comms
Management Team (CMT). The move completed on 26/02/07. We expect to see a reduction in overall time to
fix periods over the next few weeks. This move will incorporate more focus on call handling and engineering
attendance.
Other issues in February
We have continued to receive a high number of ADSL/IP service cease notifications being processed by BT due
to Branch Manager's activity. We are continuing to progress this issue with assistance from POL, C&W and
internal SDU’s.
Central Network
The volume of network incidents received at the HSD continues to run at the lowest levels since before the
introduction of Network Banking. There were no major incidents related to the Central Network Service.
During the past few months we have migrated 75 of the 136 VSAT branches to ADSL and ISDN. The remaining
61 are being migrated to the VSAT Broadband network. This project is on target to complete by 31/03/07.
The ADSL IPStream Phase 2 bulk migrations have restarted with several hundred branches being migrated
each night. In addition we have been migrating ISDN Voice to ISDN Bronze which is due to complete by
31/03/07. None of these projects have an adverse impact to HSD incident volumes last month.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 14,054
Live Counters 34,453
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Live Branches by Service Type
15,000
10,000
0 5 :
Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07
mIPStream © DataStream @ISDN &VSAT
Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07
IPStream 4.567 4,655) 4,829 5,090) 5,197 5,390 7.211
DataStream < 7,297) 7,269 7,287 7,214 7,199 7,183 5,402
ISDN 2,130) 2,046 1,852! 1,680) 1,578] 1,422) 1,374
IVSAT_ 135 135) 132I 113I 96 82 67I
TOTALS. 14,129} 14,105} 14,100) 14,097) 14,070} 14,077) 14,054)
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February 2007
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5.4 Operational Branch Change Service
February 07 has seen the complete conformance to OLA continued
TARGET
MINUS
CLOSURES
(4%)
TOTAL
FAILURES
(6%)
FAILURES
(number)
FAILURES
(Ex Line
Plant) (4%)
FAILURES:
(Ex Line
Plant)
(number)
FAILURES -
JOINT (%)
FAILURES -
JOINT
(number)
NORMAL
BUSINESS
INCIDENT
NUMBER OF
CHANGES.
DELIVERED
Failures
Jun- Feb-
06 Jul-06 07 Cumulative
3.38% I 5.22% I 4.05% I 2.54% I 8.70% I 3.36% I 1.09% I 0.88% I 2.33% I 2.50% I 1.30% I 1.35% 3.05%
3.88% I 4.55% I 4.08% I 1.99% I 6.02% I 3.00% I 2.47% I 3.01% I 1.97% I 3.70% I 2.22% I 3.30% I 2.94%
95 7 6 3 8 9 6.5 4 3 2 2 3 69.5
3.06% I 3.90% I 4.08% I 1.99% I 6.02% I 3.00% I 0.95% I 0.75% I 1.97% I 1.85% I 1.11% I 1.10% I 2.43%
75 6 6 3 8 9 25 1 3 4 4 2 57.5,
0.41% I 0.00% I 0.00% I 0.00% I 0.00% I 0.67% I 0.38% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.30%
1 o 0 o 0 2 1 o 0 o 0 0 Z
2 1 1 0 0 0 0) 0 0 0 0 0 4
260 164 185 160 140_I 304 I 268 I 142 169 60 97 99 2048
Tetford Storage - ISDN built at wrong exchange
Tetford Serve — ISDN Line Plant issues
Straiton — ISDN Line Plant Issues
Corrective Actions
A weekly conference call between FJ OBC and PO Ltd Central Admin Team has been instigated and
communications issues will be subject to a regular review to ascertain if shortcuts are obtainable, such as closer
working relationships within BT by ‘Retail’ & ‘Wholesale’ thus reducing provisioning delays.
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February 2007
5.5 Service Integration Service
5.5.1. Post Shops
All Post Shops SLTs were met. No issues to report.
Week1 Week 2 Week 3. Week 4 Monthly
Totals
February
Number of
calls received
Number of
calls resolved
in 8 hours
Number of
calls resolved
in next day
Number of
Hardware
faults
Number of
software
faults
Number of
outstanding
calls
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5.6 Data Centre Operations Service / Data File Transfer
There were no major incidents in relation to the Data Centre Operations Service within the Data Centre central
Infrastructure for the month of February 07.
Throughout the month there was a total of 153 operational changes, 143 made by Post Office Account and 10
by Post Office Limited 3” parties, there were no service impacts as a result of those changes being
implemented.
Currently there are 18 customer facing risks identified in the Data Centre Operations service classified by RAG
status as 2 amber and 16 green risks. The two amber risks are related to the Lewes DR site and VSAT
migration project CSRO39 and CSR101. CSRO39 is expected to be closed in May 07 following the BCP test of
Lewes and CSR101 is expected to be closed following the completion of the VSAT migration at the end of
March 07.
During the month of February, the migration from frame relay circuits to IP Select circuits for TIP gateways
within the Wigan and Bootle Data Centres and Huthwaite were completed successfully.
The de-commission of the EMC Centerra generation one disks arrays which are used as part of the audit/
prosecution service continues the Bootle Centerra upgrade has been completed and the Wigan upgrade is
currently being progressed with the aim to complete this task by the end of March 07.
5.6.1 Day J Failures
There were zero no lets this month.
5.7 Reconciliation Service
There were 42 Reconciliation Incidents cleared during February. This is twice the number that was reported in
January 07.
7 priority incidents were cleared with the 8 hour response SLT. 34 incidents were cleared within the 5 day
response SLT. For 1 incident, the SLA was suspended.
Reconciliation Issues in February:
e POLFS Incomplete Summaries report (TPSC257) reported 49 branches from 10th Feb to 13th Feb.
Due to this, the T30INC1 was regressed once again and corrective actions taken.
Corrections were made to data and sent to POLFS.
Communication was sent to POL via Problem management regarding further action required. The
Problem management reference is PC143435.
e There were 27,574 State E28 exceptions on the DRS reports, produced on 13/02/2007.
This was due to problems on agent ‘MBOAGE01’ from 08:22:12 until 08:46:21 on 12/02/07 which
prevented some C12 messages from being harvested properly by the NWBCONF Harvester.
The errors were caused by MBOAGE01 agent rebooting itself and the Key Disk not being in. The key
disk was loaded and service resumed as normal.
There was no Reconciliation impact and all the transactions were set to F99.
5.8 Reference Data & Message Broadcast Service
On 22 February a Spot Rate file was received from First Rate, it was identified that all details in relation to
the Slovenian Tolar had been removed. The Reference Data Team raised an A priority Peak and passed it to
POL RDT for action regarding the omission and the fact that there had been no prior notice of the removal of
this currency; to date there has not been a formal response to the Peak. However following dialogue between
Graham Welsh and Kevin Lenihan (Post Office) the following explanation has been given:
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“As explained, the ‘process blip’ that occurred in December was simply due to a mix up caused post re-
organisational design. A quick fix was undertaken to correct an operational issue we had at offices, but the
follow up action to clear up the other areas that needed notification was never taken. I can assure you that the
process is robust and that this was a one-off caused by a set of circumstances that should not repeat
themselves. Nevertheless, I believe that this unusual instance identified a potential control weakness - that First
Rate Currency Services (FRCS) will action a change outside of the recognised route / process.
Accordingly, I have asked the Bureau Product Manager to confirm with FRCS that they understand the Change
process and know that unless it comes via the correct route (via Programme Change), currency changes should
NOT be actioned."
As such we believe that the position is understood and that the necessary actions have been taken to prevent a
reoccurrence of this type of change without prior notification.
5.9 Security Service
Automated Key Refresh
An average of 34 branches a day were selected for key refresh while the key refresh algorithm was turned on
for this month resulting in a total of 957 branches being targeted for refresh. The key refresh algorithm is now
permanently turned on, and will be continually monitored.
Manual Key Refresh
There were no manual keys generated this month, but the Moneygram password was successfully changed
twice this month. Also the AZMK banking key was routinely changed for Link, A&L and CAPO this month.
Key Management Administration
There were no major key management issues this month.
Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
41 660 655 0
Query Days this month YTD Contract Received YTD
888 13750 13569
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
14 92 97 )
Witness statements provided 0 Witness statements YTD 35
this month
Days in court this month 1 Days in court YTD 15.5
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February 2007
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Current Month and Forthcoming Court Commitments
Outlet
Date
Court location
Comments
N Levenshulme
12 February 07
Manchester Crown Court
Witness attended but not
called
Southfields 5 March 07 Kingston Crown Court Trial re-scheduled from
November 06. Witness
required
N Levenshulme 21 May 07 Manchester Crown Court I Witness required
Caledonian Road 16 July 07 TBA Witness required
Updates to Previous Months Prosecutions - Nil
Copyright Fujitsu Services Ltd 2006
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FUJITSU December 2006
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6 FEBRUARY SERVICE LEVEL PERFORMANCE
6.1 Horizon Service Desk
Ref SLT ARI ISepos Octo6 Novo6 Decog Jano) Febp7 ‘Mqr07 Apro7 jayO7 Juno7 Julo7 Aug07 Sepo7
Horizon Service Desk
80% Calls answered within 30 seconds 90
UT wT Rs
<10.0] Average Time to Answer <10.0 secondsI
secs a4 2 hs
<5% Calls not answered
Qt Q2 3
100% Voicemail available outside HSD standal
hours: 00.0 00.0 ai Q2 ps
100% Voicemail calls raised next working day 00.0
00.0 00.0 UT wo ps
>=85% First Time Fix 0
i i °
95% Software incidents resolved by Reboot 41
minutes ar x 3
100% Software incidents resolved by Reboot P ~ 5
minutes a4 o2 3
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COMMERCIAL IN CONFIDENCE
6.2 Engineering Service
Ref SLT ary SepoI Ocths — Novos Dfcos jano7__[Febo7 I maro7 I Apro7] Mayo} Jufo7 Julio? = Augo7
Branch Infrastructure - Gall to Fix
95% NO} Priority A- 4 hours (flexible structure) Baa a a] 775
or Q3
95% NO] Priority 8 - 8 hours (flexible structure) + + +
I 4 i ot l 0 as
95% No} Priority C - End of Next Business Day (flexible structufe BOF OE 3 Es sear wa
a4 a a2 a3
100% I NO} Priority A - 6 hours (flexible structure) 15.0 L Th.4. J2.9. 12.6. SLL
I ar 1 UT i wT. i a3
100% NO} Priority B - 10 hours (flexible structure) 83.4 796 NA NIA NIA NA
i j j °
100% I NO Priority C - End of Next Business Day + 2 hours (flexi S41 25, 23.9. 19.1. 3.0 25,3
structure) a4 at a2 a3
Postshop Engineer - Call to Fix
100% No} Critical incident within 8 hours
OT Or as
100% No} Non-critical incident within 48 hours 1000 100.0
aT az a3
Tr
Priority B targets have now ceased as agreed
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version 1.0
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SERVICE REVIEW BOOK
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FUJITSU December 2006
COMMERCIAL IN CONFIDENCE
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OFFICE
6.3 Branch Network Service
Ref SLT ARL Sepp6 _Octb6 _Noy06 _Dek06 _Jaho7 _Fqb07 jaro7 pro? layO7 jund7 _IJulo7__[Aug07_I Sepo7
Branch Telecom infrastructure Call to Fix
95% I NO I Priority A- 4 hours (flexible structure) 96 9 9
[oy [ok
.s T
95% I No I Priority c - End of Next Business Day (flexible structure) 100.0 us i i
aT a or
i T
100% NO I Priority A - 6 hours (flexible structure) T wT [ I
100% No I Priority C - End of next business day + 2 hours Ca vi
Branch and Counter Availability
>99,80% NO I Branch Availabilty during the Critical Period
>98.53% NO I Counter Availabilty during the Critical Period T r
[oo [a
>99.43% NO J Branch Availability during Post Office Core Day
[a2 Ig
>99.13% LD. I Counter Availabilty during Post Office Core Day
[a I a
Banking & Related Services Reliability
99% LD I Fixed Connection Reliability
a2 Q
99% LD] ADSL Connection Reliability : ,
j [=
97% LD J Dialed Connection Reliability :
I [
Priority C targets have now ceased as agreed.
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version 1.0
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FUJITSU December 2006
COMMERCIAL IN CONFIDENCE
6.4 Central Network Service
Ref SLT aR shpos _foctos I Novos I Decos] sandr __Fqbo7 aro? I Apro7 I Mayo Junpy = Juloy_ sf
Network Availablity
>=99.99% = Ni A&L Network Availability
ee te a3
Banking Authorisation Agent Availability for E
Availability Period
<1 N Number of P! outages >2 minutes for same bank
<=2 N Number of P! outages >2 minutes for different ba
Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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D ber 2006 Sst
FUJITSU jecember Gost
COMMERCIAL IN CONFIDENCE
6.5 Data Centre Operations Service
6.5.1 Banking Transactions Time & DFD Outbound
Ref_[_stt J ARL ‘Sepoe I Octos I Novos I DecOs I vano7 I Febo7 I Mar07 I AprO7 I MayO7 I Jund7 I Jul07 I Augo7 I Sepo7
Banking & Related Services Transaction Times
=2.5 secq LD Average time for Banking Transactions across Fixed, ADSL &
Dialed Connections a2 Qs
IDFD Outbound - APS All Clients
96.5% ] LD APS transactions delivered by 23:59hr Day B
Q2 as
97.5% LD APS transactions delivered by Day C. iI I
Q2 Cy
T T
98.5% I LD [APS transactions delivered by Day D L
Q2 Qs
T T
400% I LO JAPStransactions delivered by Day J 1 I
Q2 as
SCopyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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D ber 2006 SED
FUJITSU jecember Gost
COMMERCIAL IN CONFIDENCE
6.5.2 Data File Delivery - LFS
Ref [sit I art sepos I octos I Novos I Decos I Jano7 I Febo7 I maro7 I Apro7 I mayo7 I suno7 I suio7 I Augo7 I Sepo7
IDFD Outbound - LFS
97% I NO [Confirmation of pouch received at Branch by 22:00hr Day A
a2 as
972% I LO [confirmation of pouch received at Branch by Day B I i
a2 as
100.0% I NO [Confirmation of pouch received at Branch by Day I [ T
a2 as
97% I No Isapans Pouch collected from Branch by 22:00hr Day A i i
a2 a3
T T
72% I No I SAPADS Pouch collected from Branch by Day 8 T T
a2 as
T T
400.0% I No I SAPADS Pouch collected from Branch by Day I I i
a2 az
96.25% I NO [Daily Cash on Hand details to SAPADS by 23:59hr Day A I iI
a2 as
SCopyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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COMMERCIAL IN CONFIDENCE
6.5.3 Data Delivery - POL MIS & POLFS
Ref I sit ] art sepos I octos I Novos I Decos I vano7 I Febo7 I maro7 I Apro7 I mayo7 I suno7 I suio7 I Augo7 I sepo7
IDFD Outbound - POL MIS
96% I NO Jrransaction records to TIP gateway by 03:00hr Day 8 99.0 98.5 98.9 99
a4 Qt a2 as
T T
97% I NO Jrransaction records to TIP gateway by 03:00hr Day C 99 29 99 99.8 I I
a4 ‘Qt a2 as
T T
98% I NO [Transaction records to TIP gateway by 03:00hr Day D 99.9 99 99
a4 99.8 at a2 a3
100% NO [Transaction records to TIP gateway by 03:00hr Day J 99.9 99.9 I 999 00.0 99.9 [ T
a4 99.9 Qt a2 as
IDFD Outbound - POLFS
96% I NO [Transaction records loaded to configured POLFS by 07:30hr 99.0 98.5 98.9
Day 8 a4 at az as
T T
97% I NO [Transaction records loaded to configured POLFS by 07:30hr 99.9 99.6 99 99 99.8 T T
Day c a4 99 a Q2 as
T T
8% I No [rransaction records loaded to configured POLFS by 07:30hr 99.9 99.9 i i
Day D a az a3
100% NO [Transaction records loaded to configured POLFS by 07:30hr 99.9 I 999 00.0 00.0 99.9 iI
Day J a4 99.9 at 2 as
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December 2006
COMMERCIAL IN CONFIDENCE
Cie)
OFFIC
FUJ00083429
FUJ00083429
E
6.5.4 DFD Outbound - Reconciliation, HR SAP, CTS & PO Client Files
Ref SLT ARL I Sep06 Octos Novo6 Dec06 Jan07 Febo7 Mar07 Apro7 May07 Jun07 ‘Julo7 Augo7 ‘Sep07
DFO Outbound - Reconciliation & Setloment Reports to TP
steway
<2 I no Jbeivery by o8:05nr ay 8
Q2 Q3
T r
100% I NO [Delivery by 12:00 (after failure in FS domain) or by 18:00 (after I
allure of ORSH or TES) az as
lDFD Outbound - Reconciliation Files
<2 NO INumber of failures of REC file delivered to CAPO daily by
(03:00hr Q2 Q3
:
<=2 NO I
Number of faiures of REC file delivered to A&L daly by 03:00hrI
az as
r :
100% NO REC files delivered to CAPO by 16:00hr on Day B 400.0 I
100.0 Q2 Q3
r 7
400% NO [REC files delivered to A&L by 18:00hr on Day B 400.0 100.0 100.0 I
100.0 Q2 Q3
lbFD outbound - HR SAP
100% I LD JR SAP delivered to the POL gateway by 21:30hr on the Friday 1000 100.0 100.0
preceding the pay run date aoe 5
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December 2006
COMMERCIAL IN CONFIDENCE
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SG,”
OST
OFFICE
6.5.5
DFD Inbound — LFS & Transactions Corrections File Delivery
Ref I sit [ art sepos I octos I Novos I Decos I vano7 I Febo7 I maro7 I Apro7 I mayo7 I Juno7 I vuio7 I Aaugo7 I sepo7
IDFD Inbound - LFS
90% I No JSAPADS Planned Orders delivered by 08:00hr on Day A
a2 as
96% ] Art IsaPans Planned Orders delivered by 12:00hr on Day A i i
Q2 Qs
Delivery of transaction correction records to Branches
available at 23:59:59hr Day A
90% LD [Transaction corrections available by 08:00 on Day B
Q2 as
96% LD [Transaction corrections available by 12:00 on Day B iI iI
a2 as
T T
100% I LD _ Irransaction corrections available by 23:59:59 on Day J I T
Q2 as
SCopyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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December 2006
COMMERCIAL IN CONFIDENCE
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peer,
POST™
OFFICE
6.5.6
Central Systems, POLFS & TES Availability
Ref I sit [I art sepos I octos I Novos I Decos I Jano7 I Febo7 I Maro7 I Apro7 I Mayo7 I Juno7 I vuio7 I Augo7 I Sepo7
[Central Systems Availability
<3 NO outages in Core Hours where the Core Solution is unavailable
core hrs Jat > 10% of Branches per SLT year az ar
<8 NO outages in Core Hours where the Core AND Banking Solutions
core hrs lore unavailable at >10% of Branches per SLT year a2 Qs
<=14 I NO [outages in Core Hours where the Core Solution AND Other
core hrs IServices are unavailable at >10% of Branches per SLT year az Cy
POL FS Availability
98.5% I NO [POLFs Availability 100.0 100.0
a2 Cy
T T
a4 NO JPOLFS shall not be unavailable to users on any single occasionI 42 iI iI
hours Jduring the service level managementperiod a4 Qi az as
[Transaction Enquiry Service
99.75% I NO [TESQA availabilty between 07:00hr and 22:00hr for SLT 100.0 I 100.0 I 100.0
calendar year 100.0 az as
T T
97% NO fransaction received in the data centre between 07:00 and 100.0 100.0 100.0 I I
20:00 daily will be available within 15 mins on TESQA 100.0 ‘a2 ‘as
100% ] NO _ ir TEs fails transactionreceived between 07:00 and 20:00 will 100.0 100.0 100.0 I
be available within 2 hours on the TESQA 100.0 az a3
T T
100% NO [Transaction received in the data centre between 20:00 and 100.0 100.0 = 100.0 = 100.0 100.0 iI iI
122:00 daily will be available within 40 mins on TESQA 100.0 a2 a3
100% NO if TEs fails transaction received between 20:00 and 22:00 will 100.0 100.0 100.0 I iI
be available within 2 hours on the TESQA 100.0 a2 Cy
T T
100% I No. [rransaction received in the data centre between 22:00 and 1000 1000 100.0 T 1
07.00 daily will be available within 4 hours on TESQA 100.0 az Qs
SCopyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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FUJITSU December 2006 Ee .
COMMERCIAL IN CONFIDENCE
6.6 Reference Data Service
ae ee I Sepos I octoe I Novos I Decode I Jano? I Febor I Maroy I Apro? I Mayo7 I Juno? [I vulor ] Augo? I Sepo7
IDFD Inbound - APS Tariff data
96% NO APS reference data delivered by Day B
az as
T T
97% I No IApsreference data delivered by Day C I 1
az as
r T
98% I No aPsreference data delivered by Day D [ 1
‘a2 as
T
100% I No IAPSreference data delivered by Day J I 1
az as
IDFD Inbound - Reference Data
96% NO [Reference data delivered by Day 8
a2 as
07% I No JReference data delivered by Day C i i
‘a2 ‘as
98% LD Reference data delivered by Day D iI
‘a2 ‘as
T
100% I LD fReterence data delivered by Day J i i
a2 as
©Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
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COMMERCIAL IN CONFIDENCE
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December 2006
FUJ00083429
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SPOST™
OFFICE
6.7 Reconciliation Service
Ret sur ARE Sepdé 106 Novos I deco Japo7 Feb07 Mar7 pro? 1
Exception / Error Resolution
95 NO Banking & Related Services Priority Exp
hours or less at a2
95 NO BIM report issued within 5 working dayd
z a2
Payment File Delivery to Merchant A\
py 14:00 LD Payment file delivered to MA on the da
of the file a4 at a2
Copyright Fujitsu Services Ltd 2006 COMMERCIAL IN CONFIDENCE Version: 1.0
Date 14-Jan-07
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