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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
Service Management Portal High Level Design
High Level Design (HLD)
N/A
This document represents a definition of data capture, storage and
delivery for the reporting of SLT and PM information to POL after
receipt from incoming data sources
APPROVED
Mik Peach SSC
External Distribution: None
Approval Authorities:
Name le Signature Date
Mik Peach SSC Manager
Note: See Post Office Account HNG-X Reviewers/Apprwers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL
0.1 Table of Contents
0.2 Document History
0.3 Review Details ..
0.4 Associated Documents (Internal
0.5 Abbreviations
0.6 Glossary....
0.7. Changes Expected .
0.8 Accuracy
0.9 Copyright
INTRODUCTION
1 Scope...
2 Context within the Architecture...
2 DESIGN PRINCIPLES
2.1. Permanence of Data..
2.2 Application Components..
2.2.1 Mapping of components — top level . 12
2.2.2 Mapping of components — system MONItOF ...............eccecceseseeeeereseeeeeeeeeeeesenteeetarersreneretereeeeee VD)
2.2.3 Mapping of components — incident management . . 14
2.2.4 Mapping of components — reports and SLT... cesses eeseeeeseseeeeneee wee 15
2.2.5 Mapping of components — Operational Business Change (OBC) .. 16
2.2.6 Mapping of components — Operational Change Process (OCP).
2.2.7 Database...
2.2.8 Java Servlets.
2.2.9 Web Pages.
2.2.10 Drop Box ............ cee
2.3 Input Data Streams....
2.4 ‘Input from Data Warehouse
2.4.1 Data Warehouse Import Application Components.
2.4.2 Data Warehouse Import Process Flow
2.5 Input from Triole (TFS).
2.5.1 Triole Import Applic
2.5.2 Triole Import Process Flow
2.6 Input from Telephony system:
2.6.1 Telephony Import Application Components.
2.7 Mapping of SLT web pages to SQL tables.
3 SUB-SYSTEM DESCRIPTION — SLT MONITORS...
3.1. Design Overview .....
3.2. HNG-X Requirements.
4 SUB-SYSTEM DESCRIPTION — MAJOR INCIDENTS
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41 Overview
4.2 Data Flow......
4.3. Application Components.
5 SUB-SYSTEM DESCRIPTION — SYSTEM MONITORS .
5.1 Overview
5.2 Data Flow......
5.3 Application Components.
5.3.1 Alliance and Leicester
5.3.2 CAPO NWB
5.3.3. Link NWB
5.3.4 NWB High
5.3.5 TESQA
5.3.6 Debit Card... eee
5.3.7 E-Top ups
5.3.8 DVLA
5.3.9 PAF..
5.3.10 BAS Routers .
5.3.11 Track and Trace
5.3.12 Map of sites without comms.........
6 SUB-SYSTEM DESCRIPTION —- OBC PROCESS
6.1 Overview
6.2 Data Flow
6.3 Application Components.
6.3.1 OBC activity schedule...
6.3.2 OBC PM Branch list.
6.3.3. OBC Counts
7 SUB-SYSTEM DESCRIPTION - OCPS.
7.1 Overview
7.2 Data Flow
7.3 Application Components.
7.3.1 OCP summary.
7.3.2 OCP detail... eee
8 SUB-SYSTEM DESCRIPTION —- REPORTS
8.1 Overview
8.2 Data Flow
8.3. Application Components.
9 SUB-SYSTEM DESCRIPTION — DROP BOX
9.1. Inbound Data Processing - The drop box..
9.1.1 Drop Box Overview ..............:020
9.1.2 Drop Box Data Flow - input.
9.1.3 Drop Box Data Flow - output... eee cece cece tee ce cece ee teeeeteneeeenenee
10 CHANGES FOR HNG-X
10.1 Data in to DWH...
10.2 HNG-X Data Extracts From DWH .
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11. PLATFORMS
12 NETWORKS .....cccsecscseessseseesessestscsseseeses sueneeseseseseneeseacseensseseacaseneaseneacasens caseneaees 68
13 SYSTEM QUALITIES .......ccecsssssessessssssssssnes soessescsnssesesssssnsssscessessssessnseeseases snes 69
13.1 Securit
13.2
13.3
13.4 Potential for Change..
14 RISKS AND ASSUMPTIONS .......ccsecsecsssssesessees sessesneesssesssesneeeeseeseesnenteneeseenensen 7
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0.2 Document History
Version No Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR:
Reference
0.1 19-Jul-2007 Draft for review.
1.0 18-Jun-2009 Document Approved
0.3 Review Details
Review Comments by : Friday, 3 August 2007
Review Comments to :
roger. barnes
RMGADocumentManagementt
Mandatory Review
Role Name
ssc Mik Peach
ssc Andy Keil
ssc Kevin Miller
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source Ref
PGM/DCM/TEM/0001 Fujitsu Services Post Office AccountI pimensions
HNG-X Document Template
(DO NOT REMOVE) P
DES/GEN/STD/0001 HNG-X Host Applications Database I Dimensions I Rt
Design and Interface Standards
DES/APP/HLD/0049 HNG-X Generic Reports Data Extract I pimensions I R2
HLD
DWIARCIO10 [2] Data Warehouse Architecture PVCS RS
ARC/GEN/REP/0001 HING-X GLOSSARY Dimensions I R4
DW/IFS/025 [8] MIS BI3RDMC Application Interface PVCS R5
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Reference Version Date Title Source Ref
Specification
DWIFS/021 [13] MIS BIS TPS Application Interface I PVCS R6
Specification
DW/HLD/007 Datafile Delivery Performance PVCS R7
(CP3390)
Measurement High Level Design
DES/APP/IFS/0011
Interface Specification
Data Warehouse HNG-X File
Dimensions I pg
DES/APP/HLD/0082
Data Warehouse High Level Design I Dimensions I Rg
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
For additional abbreviations and glossary items see ARC/GEN/REP/0001
Abbreviation Definition
ASL Alliance & Leicester
APS Automated Payment System
BRDB Branch Database
CAPO Card Account Post Office
csv ‘Comma Separated Value (database export/import brmat and file extension).
Denotes a text file whose records each consist of anumber of data fields separated
by a comma. Each record is terminated by a linefeedcharacter.
DCR Database Change Record
DRS Data Reconciliation Service
DWH Data Warehouse
FI Financial Institution
FS Fujitsu Services
LINK LiNK Interchange Network Limited
LFS Logistics Feeder Service
LREC LINK Reconciliation File
MSU Management Service Unit
NBE Network Banking Engine
NBX The term used to describe the NBE functionality absorbed into the Horizon domain
APS Automated Payment System
BRDB Branch Database
BRSS Branch Support System
DCR Data Change Request
DWH Data Warehouse
HLD High Level Design
SMP Service Management Portal
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Abbreviation Definition
TES Transaction Enquiry Service
Tws Tivoli Workflow Scheduler
xcc Xtranet Call Cleanser. CS internal application allowing HSD staff to view and change
suspensions on calls which will, in turn, affect the performance of calls against the
relevant SLTs
0.6 Glossary
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0.7 Changes Expected
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in he same.
0.9 Copyright
Copyright Fujitsu Services Limited 2006. All rig hts reserved. No part of this document may be reproduced, stored
or transmitted in any form without the prior written permission of Fujitsu Services
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1 Introduction
1.1 Scope
The Service Management Portal, in its Horizon state, is an SSC development. It is a web site backed by
data from a number of sources which presents to the customer details of the condition of the live estate.
This document details the design of the web site and its supporting infrastructure. The actual sources of
the data are not examined in any detail as these are covered by design documents for each of the
individual components.
1.2 Context within the Architecture
The Service Management Portal does not form part of the Horizon or HNG-X architecture; rather it is a
response to the customer requirement for information about the live estate which has been met in the
past by a variety of reports, emails and word of mouth. The Service Management Portal collects many of
these disparate elements into a consistent form and presents them in an on-demand fashion.
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2 Design Principles
The Service Management Portal is intended to perform the following functions
- Receive almost real-time information about the state of the system via high-level system
monitors
- Receive up to date information about the performance of the system against SLTs
- Review progress of any Major incident, including the logging of additional information and the
progress against actions
- Receive information about any operation business changes (OBCs) which have been
requested
- Receive information about any operational change procedures (OCPs) which either require
client approval, or which are service affecting
- Receive a variety of reports from Customer Service Management about the state of the
system, including the counts of the various sorts of transactions and the Service Review
Book (SRB)
The SMP, in its Horizon state, is an SSC development which is documented only to the extent of having a
user guide (as both a word document and an html equivalent available to the end user) and a support
guide. At HNGX, since it is intended that the SMP be the primary mechanism for reporting on SLTs to the
client, a more rigorous documentation regime is required
The SMP web server has been located in the “Southern Data Centre” since 2006 , was installed and is
maintained in accordance with the relevant corporate standards for equipment installation in the data
centre and complies with the corporate requirements for an internet site. In effect, this means that the
web server itself does not contain a database, but instead uses HTML and jsp pages to access database
servers which are resident in BRAO1. Access from the web server to these databases is rigidly enforced
by firewall and the web server is only allowed access to the SMP database and to Peak.
The Java servlets have been written to comply with Java runtime version 1.5.0.06 using jdk version
1.5.0.06.
The HTML and jsp pages have been designed to operate with any browser, but have been specifically
tested with Microsoft Internet explorer 6. HTML , Java and JavaScript checking have been done using
Macromedia Dreamweaver MX version 6.0.
2.1 Permanence of Data
Data is kept within the SMP database indefinitely because the amounts of data are relatively small and it
is anticipated that the client will require information spanning a long period. At HNGX, some of the SLTs
specified operate on a rolling 5 year average, therefore data must be retained for at least that period
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2.2 Application Components
The first group of sub-sections within this section are diagrammatic representations of the mappings
between components in the overall structure of the application.
A black box indicates a menu option on the preceding jsp page.
A white box indicates a jsp page
A blue box indicates a SQL server table , stored procedure or view
An orange box indicates a java serviet
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2.2.1 Mapping of components — top level
This Section diagrammatically describes the links from the main menu to the underlying components within the design
Logon
(POL_logon jsp)
Main Menu
POL_main_menu.jsp
System Incident mgmt Repo
monitor
POL_monitor_menu jsp POL_reports_menu,jsp POL_OGP_menujsp
POL_MIR_menu,jsp POL_OBC_menu.sp Milesixtranet user
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2.2.2 I Mapping of components — system monitor
Mgmt Monitor
About Monitor
Monitors ite jsp POL_monitor_about htm POL_main_menu.jsp
NearestOffice jsp
BasFailures jsp
‘SMDB_FAD_STATE_LATEST
BasCounters.jsp
DLEDown jsp
DLEFailures jsp
CountyDown.jsp
DowmMap jsp z x SMC_Post_Office
\VsATCounters jsp
GetFADDetails jsp
TotalDownCounters jsp
DownOfficeMap jsp
posttowns
DownOfficeMap isp
MonitorsLite jsp ‘SMDBLiteMonitors
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2.2.3 Mapping of components — incident management
Show Open Update MIR Close Incident
Create Action
Show Reps
Update Action
Show All
Raise New MIR
POL MIR show alls
POL_main_menu jsp
POL MIR show open
I POL_MIR_show_clos
POL_MIR_now act, POL. MIR_show open ‘
POL MIR create MIR fon ‘80
1 I I POL_MIR_report jsp
POL MIR update ore
POL MIR update Ml
POL_MIR_close_MIR js
POL WIR actonsi_}o{ POL_MIR show acto
JAVA: ie ro
JAVA:
Xtra_new_incid xtra_new_incident_u JAVA:
ent Nae me wire ines inrident
I I = — I POL_MIR_updat
Sal pr SQL prog: SQL proc:
xtranetmik.a xtranet.mit_ad I I xtranet_mik_a
dd. incident _incident_upd dd acti Pe tre delete sete J xtranet_mik_
I I MIR close tne
seen
SQL table: SQL table: SQL table:
xtranet_mik_ xtranet_mik Ml xtranet_rik_ MI SAL proc: SQL proc: BoE fable
Linh Rucdate faction. xtranet_mik_ xtranet_mik_ xtranet_mik_
MIR ubdate'a_II_MIR closure
SQL table:
xtranet_mik_MI
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2.2.4 Mapping of components — reports and SLT
Reports/SLT
Weekly update Success Rate Daily Report SLT tracker SRB dashboard
I l !
Files Files Files daily report Filesssb'SRB HTML POL reports. menu Files/SRB_dashboard/SRB POL main_menu,jsp
dashboard
Weekly report him Success Rates hm Daily Revort him Latest SRB him lower,jp
Network Availability Engineering Call to Telephony Deb )
Banking Resolution ard
POL_SLT_Avai
POL_SLT_DFO_menuj labilityMenu jsp POL_SLT_ POL_SLT_DCS_ POL_main_menu.jsp
POL_SLT_NWB_menuj CallTaResolitinn ien meni isn
POL_SLT_DF
D_LFS jsp POL_SLT_Network POL_SLT_Engineer POL_SLT_Telephony jsp I I POL_SLT_ETU_menu jsp }
M Menu jsp
POL_SLT_NWB_xxx_yyy_ —
zzisp I Po._sLT_OF POL_SLT_DCS_xxx_yyy_
. Djsp zjsp POL_SLT_ETU_xxx_yyy,
Where xxx = Transactions a SSUTETU 20 9
or Reliability T III GalteResolution ‘Where xxx = Transactions Z21SP
and yyy = ADSL or Fixed aryDaily POL_SLT_XXXYYY jsp where XXX = oF Reliability were = Transactions
or Dailled shen availability, network, engineer and I Telephony and yyy = ADSL or Fixed
and 22 = Daily, Monthly or \ YYY = daily, monthly or quarterly or Dailled ard yy = ADSL o Fed
and zz = Daily, Monthly or
T and zz = Daily, Monthly of
SQL Tables
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2.2.5 Mapping of components — Operational Business Change (OBC)
Operational
Business Change
POL_OBC_activity jsp POL_OBC_PM_Branchjsp POL_OBC_counts,jsp POL_main_menujsp
2.2.6 Mapping of components — Operational Change Process (OCP)
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OCP Menu
POL_OCP_summary_list POL_main_menu jsp
POL_OCP_full
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2.2.7. Database
The database is written using SQL Server 2005. The table below describes the tables and
stored procedures within the database, relates them to the module to which they are
relevant (System Monitor, SLT etc) and outlines the function of each.
Table 7 View! proc name Module mode function
xtranet_mik_users generic table Holds the details of usemames and
passwords
Entries have to be created manually,
there is no web interface for user
setup
xtranet_mik_MIR Major Table Holds the details of a Major Incident
Incidents Report
Entries are created by calls to the
stored procedure
xtranet_mik_add_incident. Once
created, they cannot be altered. Any
updates to the Major Incident are held
in the update table, and an MIR is
closed when a closure record is
created.
The table holds the basic details
which are likely to be available at the
creation of the MIR. The incident title
and a call number are mandatory
fields in the HTML because all further
reference to the table is based on
these two fields.
xtranet_rmik_MIR_update Major table Holds any updates which are made to
Incidents the major incident during the course of
its existence up until the time that it
becomes closed.
Once the major incident has been
closed, no further updates can be
made.
Title and call are mandatory fields
imposed by the HTML code.
xtranet_mik_MIR_actions Major table Holds any actions which _are
Incidents associated with the major incident
during the course of its existence up
until the time that it becomes closed.
Once the incident has been closed no.
new actions can be created
Title and call are mandatory fields
imposed by the HTML code
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xtranet_mik_MIR_closure
Major
Incidents
‘able
‘Once a major incident is closed,
details are held in the closure table.
Only one closure record is permitted
for any major incident
xtranet_mik_MIR_status
Major
Incidents
table
Lookup table only
xtranet_mik_MIR_update_types
Major
Incidents
table
Lookup table only — used in the trial
version of the extranet system but not
incorporated in the final version. This
table has been retained in the
expectation that someone at some
stage is probably going to ask for it to
be included
‘OBCBigtable
OBC
table
Contains all of the relevant data from
the OBC database. The table is
copied into the database daily by a
job running within SQL server which
runs at 01:00
‘ocps
ocP
table
There is only one table associated
with the OCP system — the OCP table
which holds details of all of the OCPs
which have either service affected set
to yes, or else have been sent to the
customer for approval. The table is
documented here for completeness,
but in practice all access to the data
is held in a view called
VW_SP_get_service_affecting
VW_SP_get_service_affecting (View)
OcP
‘able
The only means of access into the
OCP data
CallToResolution
SLT
table
Used to hold the data relating to Call
to resolution SLTs
DCSOnPerfDaily
SLT
table
Used to hold the data relating to Debit
Card Daily Transaction SLTs
DCSOnPerfMonthly
SLT
table
Used to hold the data relating to Debit
Card Monthly Transaction SLTs
DCSOnPerfQtrly
SLT
table
Used to hold the data relating to Debit
Card Quarterly Transaction SLTs
DCSSerRelDaily
‘SLT
Table
Used to hold the data relating to Debit
Card Daily Reliability SLTs
DCSSerRelMonthly
SLT
Table
Used to hold the data relating to Debit
Card Monthly Reliability SLTs
DCSSerRelQtrly
SLT
Table
Used to hold the data relating to Debit
Card Quarterly Reliability SLTs
DFDInbound
SLT
Table
Used to hold the data relating to
Inbound data file delivery
DFDOutbound
SLT
table
Used to hold the data relating to
Outbound data file delivery
ETUOnPerfDaily
SLT
‘able
Used to hold the data relating to E-
Top-ups Daily Transaction SLTs.
ETUOnPerfMonthly
SLT
table
Used to hold the data relating to E-
Top-ups Monthly Transaction SLTs
ETUOnPerfQtriy
SLT
table
Used to hold the data relating to E-
Top-ups Quarterly Transaction SLTs
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ETUSerRelDaily SLT table Used to hold the data relating to E-
Top-ups Daily Reliability SLTs
ETUSerReiMonthly SLT table Used to hold the data relating to E-
Top-ups Monthly Reliability SLTs
ETUSerRelQtrly SLT table Used to hold the data relating to E-
Top-ups Quarterly Reliability SLTs
Inbound SLT Table Used to hold the data relating to Data
File Delivery Inbound SLTs on their
way into the database. The only
purpose of the table is to hold the
data prior to changing the DAY_A
column to a date, after which the data
is stored in table InboundFinal
Inbound_Append SLT table Takes data from the InboundFinal
table and reformats this data to
concatenate some columns and to
make them consistent — the data is
generated by sp_processinbound and
is appended to DFDinbound table
inboundFinal SLT table Used to hold the data relating to Data
File Delivery Inbound SLTs after the
data for day_a has been converted to
datetime format
‘OnPerfDaily SLT table Used to hold the data relating to
Network Banking Daily Transaction
SLTs
‘OnPerfMonthly SLT table Used to hold the data relating to
Network Banking Monthly Transaction
SLTs
‘OnPerfQtrly SLT table Used to hold the data relating to
Network Banking Quarterly
Transaction SLTs
Outbound SLT table Used to hold the data relating to Data
File Delivery Outbound SLTs on their
way into the database. The only
purpose of the table is to hold the
data prior to changing the DAY_A
column to a date, after which the data
is stored in table OutboundFinal
‘Outbound_Append Sut table Takes data from the OutboundFinal
table and reformats this data to
concatenate some columns and to.
make them consistent — the data is
generated by sp_processOutbound
and is appended to DFDOutbound
table
‘OutboundFinal SLT table Used to hold the data relating to Data
File Delivery Outbound SLTs afer the
data for day_a has been converted to
datetime format
aryDaily SLT Table Used to hold the data relating to
Inbound and outbound file delivery
SLTs. The data in this view is created
from the DFDinbound and
DFDOutbound views and is the
primary source of data for the web
pages
SerRelDaily SLT table Used to hold the data relating to
Network Banking Daily Transaction
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SLs
SerRelMonthly SLT table Used to hold the data relating to
Network Banking Monthly Transaction
SLTs
SerRelQiry SLT Table Used to hold the data relating to
Network Banking Quarterly
Transaction SLTs
SLT Definition SLT table Used to hold the targets for SLTs for
File delivery and LFS
Telephony SLT Table Used to hold the data relating to
Telephony SLTs
XCCDailyHardwareSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
Engineer call to fix details by day
XCCDailyNetworkSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
network call to fix details by day
XCCMonthlyAvailabiltySLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
Availability of counters and branches
by month
XCCMonthiyHardwareSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
Engineer call to fix details by month
XCCMonthiyNetworkSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
network call to fix details by month
XCCQuarterlyAvailabilitySLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
Availability of counters and branches
by quarter
XCCQuarterlyHardwareSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
Engineer call to fix details by quarter
XCCQuarterlyNetworkSLTSummary SLT view This is a view from POASMPDEV to
BOGGIT, which is the live XCC
system. It holds the summary of
network call to fix details by quarter
xtranet_mik_add_incident Major Stored ‘Adds a new incident record to the
Incidents I Procedure I database table by inserting values
from the HTML page into the
database table xtranet_mik_MIR
Incident title and call number are
mandatory fields imposed within the
HTML
xtranet_mik_add_incident_update Major Stored Adds a record to the table
Incidents I Procedure I xtranet_mik_MIR_update using
parameters gathered from the HTML.
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pages.
Incident title and call number are
mandatory fields imposed within the
HTML
xtranet_mik_add_action Major Stored Adds a record to the table
Incidents I Procedure I xtranet_mik_MIR_actions using
parameters gathered from the HTML
pages.
Incident title and call number are
mandatory fields imposed within the
HTML
xtranet_mik_delete_action Major Stored ‘Allows the user to delete a previously
Incidents Procedure I created action from the table
xtranet_mik_MIR_actions.
xtranet_mik_MIR_update_action Major Stored Allows the user to update a previously
Incidents I Procedure I created action from the table
xtranet_mik_MIR_actions.
xtranet_mik_MIR_close_incident Major Stored Adds a record to the table
Incidents I Procedure Ixtranet_mik_MIR_closure using
parameters gathered from the HTML
pages.
Incident title and call number are
mandatory fields imposed within the
HTML.
The stored procedure also changes
the status of the associated Major
Incident in the table xtranet_mik_MIR
to “closed”
xtranet_mik_import_OBC_Data OBC Stored Imports data from the linked table
Procedure I OBCACCESS...Bigtable into the table
OBCBigTable
Sp_Datacollection SLT Stored Runs the stored procedures
Procedure I sp_processOutbound and
sp_Processinbound to do the actual
work
Sp_ProcessOutbound SLT Stored Processes the data _in the
Procedure I OutboundFinal table and checks to
see if there is any data in the existing
DFDOutbound table which has been
manually amended. If there is, then
this data is left intact, data for other
dates is processed into the
DFDOutbound table
xtranet_mik_import_DCS_ETU_SER_Perf Sit Stored Imports data from text files in the
Procedure I D:\incomingSLTdata folder into the
tables for ETU, Debit Card and
Network Banking SLTs
xtranet_mik_import_inbound_outbound SLT Stored Imports data from text files in the
Procedure I D:\incomingSLTdata folder into the
Inbound and Outbound tables which
contain data about the data file
delivery SLTs, then copies this data
to_InboundFinal_and OutboundFinal
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tables which have the dates correctly
formatted
xtranet_mik_import_Telephony_CallToResolution
SLT
Stored
Procedure
Imports data from text files in the
DilincomingSLTdata folder into the
Telephony and CallToResolution
tables which contain data about the
delivery SLTs. The files themselves
are delivered from HSD via MSU
2.2.8 Java Servlets
The Java servlets are written to be compliant with Java runtime version 1.5.0.06 using jdk
version 1.5.0.06.
The table below describes the servlets, relates them to the module to which they are
relevant (System Monitor, SLT etc) and outlines the function of each.
Servlet name
Module
function
xtra_logon
generic
Takes data from POL_logon.htm
and checks the database to confirm
that there is a valid user and
password. Also registers the size of
the usable screen and sets up a
session variable which is read by the
web pages to determine which
cascading style sheet should be used
Xtra_new_incident
Major incidents
Takes data from
POL_MIR_create_ MIR web page,
formats it and then calls the database
stored procedure
xtranet_mik_add_incident to create
anew MIR
xtra_new_incident_update
Major Incidents
Takes data from
POL_MIR_update_MIR web page,
formats it and then calls the database
stored procedure
xtranet_mik_add_incident_update to.
create a new update record
xira_new action
Major Incidents
Takes data from POL_MIR_Actions
web page, formats it and then calls
the database stored _ procedure
xtranet_mik_add_action to create a
new update record
xira_delete action
Major incidents
Takes the selected record from
POL_MIR_show_actions web page
and then calls the database stored
procedure
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xtranet_mik_delete_action to delete
an already created action record
xira_update action
Major Incidents
Takes data from
POL_MIR_update_action.jsp web
page, formats it and then calls the
database stored procedure
xtranet_mik_MIR_update_action to
change an existing update record
xira_close incident
Major incidents
Takes data from
POL_MIR_close_MIR jsp web
page, formats it and then calls the
database stored. ——_procedure
xtranet_mik_MIR_close_incident to
create a new closure record
DrawPostCodes
System Monitors
Takes the basic map of the UK and
draws map points indicating the post
offices with a communication status
of down by converting Post code to
map references — varying the size of
red blob by pixels for FADS which
are “down” in the same post code
area. The data for the status of the
Post office communications is
gathered from SMDB
CleanAccessLog. ‘Genecie used to remove unwanted
information from the Tomcat
access log and perform
diagnostic logging
2.2.9 Web Pages
The web pages were designed and written using Dreamweaver MX. They are compliant to
the corporate Visual Identity standards Version 1.3.
2.2.9.1
Cascading Style Sheet
The cascaded style sheet is called either POL_xtranet_small.css or POL_xtranet_large.css.
The decision between the two is based on the available screen size, which is held in a
session variable and checked within the file screen_size_check_jsp, which is part of an
include statement on each web page.
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The style sheets define the following characteristics of all the web pages with the
exception of the MIR report which is intended to be printed. For the large screen size, the
settings are -
background-colour is set to black,
H1 is set to Arial, 20 point, Fujitsu grey
H2 is set to Arial, 9 point, Fujitsu blue
H3 is set to Arial, 9 point, white
H4 is set to Arial, 9 point, Fujitsu red
HS is set to Arial, 14 point, Fujitsu grey
Screen visible size is set to 1400 by 900 pixels
The banner is set to FJBanner_1300.png in the images folder
The target frame, in which all results appear is set to 1000 by 825 pixels
The sidebar, containing the menus is set to 170 by 825 pixels
The background images on menu items are set to FJ_button_initial.png in the images
folder in their normal state.
The background images on menu items are set to FJ_button_over.png in the images folder
in their “mouse-over” state.
For the small screen size, the settings are -
background-color is set to black,
H1 is set to Arial, 15 point, Fujitsu grey
H72 is set to Arial, 8 point, Fujitsu blue
H3 is set to Arial, 8 point, white
H4 is set to Arial, 8 point, Fujitsu red
HS is set to Arial, 10 point, Fujitsu grey
Screen visible size is set to 90% by 70% of the available screen space
The banner is set to FJBanner_1000.png in the images folder
The target frame, in which all results appear is set to 80% by 90% of the available space
within the screen visible size
The sidebar, containing the menus is set to 10% by 85% of the available space within the
screen visible size
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The background images on menu items are set to FJ_button_initial_small.png in the
images folder in their normal state.
The background images on menu items are set to FJ_button_over_small.png in the images
folder in their “mouse-over” state.
2.2.9.2 Connections to the database
Connections to databases are held in the file connections/peak_connect.jsp This includes
connection strings to all databases involved, not just the peak system.
2.2.10 Drop Box
2.3
2.4
Data for various functions within the SMP are provided by a number of units outside the
SSC. These units FTP their prepared data to a directory on the SMP development box for
processing. This directory (D:\SMPDropBox ) is know as the SMP "Drop Box".
A Java class called DropBox parses this directory and then processes the files as
appropriate.
Files to be processed by the DropBox class are controlled by a parameter file
"SMPDropBox.param" within the drop box directory. This files is read as the DropBox
class is loaded. Each line of the file contains "filenameIdirectoryname". At each cycle the
DropBox class will look for "filename" within the dropbox directory and if present move it
to "directoryname". If the file is a ZIP file (extension .zip) then it will be expanded into
"directoryname" and then deleted from the dropbox. Any files that already exist in
directoryname will be silently overwritten.
Input Data Streams
Input from Data Warehouse
This Section describes the high level design of the Data Warehouse sub-system within the
Service Management Portal.
The Data Warehouse sub-system is responsible for incorporation of data from the Data
Warehouse running on the live HNGX system, with .csv files being collected from the
<<name of the generic red>corporate interface system not yet defined>> .
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2.4.1 Data Warehouse Import Application Components
These modules have been developed using Microsoft SQL Server 2005 stored procedures.
The Data Warehouse provides the data for the SLT monitors; details of the mapping of the
data warehouse data to the web pages in the Service Management Portal are contained in
section 3.2.
The data from the data warehouse is delivered from the data warehouse in the form of .csv
files to the <<generic data portal from live>corporate>> server. It is collected from the
server by means of an overnight SQL Server job, which imports the data into SQL server
tables and then concatenates the data from previous extracts into a form suitable for
querying by SQL commands in the web pages.
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2.4.2 Data Warehouse Import Process Flow
Prior to HNGX the data warehouse import process consists of the following steps —
a) MSU staff run queries via Business Objects to produce csv files
b) MSU copy these files from the live system to the corporate system by floppy disc
c) The files are put into fixed locations on the POASMPDEV system.
d) The drop-box component validates them
e) SQL Server stored procedures import the files into tables within the SQL database .
The overnight job which imports and processes the files is called import_SLT_data. In
turn, this calls the stored procedures xtranet_mik_import_inbound_outbound and
xtranet_mik_import_DCS_ETU_SER_Perf.
xtranet_mik_import_inbound_outbound imports the following files into SQL tables of the
same name:
OnPerfDaily
OnPerfMonthly
OnPerfQtrly
SerRelDaily
SerRelMonthly
SerRelQtrly
DCSOnPerfDaily
DCSOnPerfMonthly
DCSOnPerfQtrly
DCSSerRelDaily
DCSSerRelMonthly
DCSSerRelQtrly
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ETUOnPerfDaily
ETUOnPerfMonthly
ETUOnPerfQtrly
ETUSerRelDaily
ETUSerRelMonthly
ETUSerRelQtrly
2.5 Input from Triole (TfS)
This Section describes the high level design of the Triole sub-system within the Service
Management Portal.
The Triole sub-system is responsible for incorporation of data from the TfS call
management system, with a SQL view having been set up in TfS containing the details of
the calls closed from 3 days prior to the extraction. The three day window is set to enable
the HSD staff to modify the calls to remove any obvious anomalies and to tidy the data.
This data in its raw form is used for presentation of both the call-to-fix SLTs and the
“availability” SLTs. In its raw form from TfS it is not in a state suitable for display to the
customer, and instead of being loaded directly into the Service Management Portal
database is loaded instead into a SQL database called XCC (extranet call cleanser). A
limited number of HSD staff have direct access to this database in which they can add or
modify “suspensions” to the calls which will impact the SLTs.
The XCC database does not form part of the live RMGA estate and therefore, although
there is a support guide and a user guide for this system, they are not held in dimensions.
For the purposes of the service Management Portal the XCC system holds views of the
cleansed data which are presented to the customer under the relevant availability and call-
to-fix SLTs
2.5.1 Triole Import Application Components
These modules have been developed using Microsoft SQL Server 2005 stored procedures.
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2.5.2 Triole Import Process Flow
2.6
There is no direct input from Triole for Service to the Service Management Portal. Before
any data relating to call-to-fix of calls and availability of branches and Post Offices is
presented to the Service Management Portal, it is cleansed by HSD staff using the XCC
database (see section 2.5 for a brief explanation of this process).
Since there are network and security restrictions in place which permit the live SMP web
server to only query the SMP and Peak databases, the data which is usually held on the
XCC database is accessed from the SMP database by views.
The relevant views are:
XCCDaily HardwareSummary
XCCDailyNetworkSummary
XCCMonthly AvailabilitySummary
XCCMonthly HardwareSummary
XCCMonthlyNetworkSummary
XCCQuarterly AvailabilitySummary
XCCQuarterlyHardwareSummary
XCCQuarterlyNetworkSummary
Input from Telephony systems
This Section describes the high level design of the Telephony input sub-system within the
Service Management Portal.
The Telephony input sub-system is responsible for incorporation of data from the
Telephony system, with .csv files being delivered from the HSD into the Drop Box
The SQL server overnight process import_SLT_data calls the stored procedure
xtranet_mik_import_Telephony_CalltoResolution which imports the files called
“Telephony” and “CalltoResolution” into tables of the same names.
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2.6.1 Telephony Import Application Components
These modules have been developed using Microsoft SQL Server 2005 stored procedures.
2.7 Mapping of SLT web pages to SQL tables
Web Page
SQL. server table /
view
POL_SLT_AvailabilityMonthlyCritical.jsp
View XCCMonthlyCoreSummary
POL_SLT_AvailabilityQuarterlyCritical jsp
View XCCQuarterlyCoreSummary
POL_SLT_DCS_Reliability_ ADSL_Daily jsp
DCSSerRelDaily
POL_SLT_DCS_Reliability_Dialled_Daily jsp
DCSSerRelDaily
POL_SLT_DCS_Reliability_Fixed_Daily jsp
DCSSerRelDaily
POL_SLT_DCS_Reliability_ ADSL_Monthly jsp DCSSerRelMonthly
POL_SLT_DCS_Reliability_Dialled_Monthly jsp DCSSerReiMonthly
POL_SLT_DCS_Reliability_Fixed_Monthly jsp DCSSerReiMonthly
POL_SLT_DCS_Reliability_ ADSL_ Quarterly jsp DCSSerRelQtrly
POL_SLT_DCS_Reliability_Dialled_Quarterly jsp DCSSerRelQtrly
POL_SLT_DCS_Reliability_Fixed_Quarterly jsp DCSSerRelQtrly
POL_SLT_DCS_Transactions_ADSL_Daily.jsp
DCSOnPerfDaily
POL_SLT_DCS_Transactions_Dialled_Daily.jsp
DCSOnPerfDaily
POL_SLT_DCS_Transactions_Fixed_Daily jsp
DCSOnPerfDaily
POL_SLT_DCS_Transactions_ADSL_Monthly.jsp DCSOnPerfMonthly
POL_SLT_DCS_Transactions_Dialled_Monthly jsp DCSOnPerfMonthly
POL_SLT_DCS_Transactions_Fixed_Monthly jsp DCSOnPerfMonthly
POL_SLT_DCS_Transactions_ADSL_ Quarterly.jsp DCSOnPerfQtrly
POL_SLT_DCS_Transactions_Dialled_Quarterly.jsp DCSOnPerfQtrly
POL_SLT_DCS_Transactions_Fixed_Quarterly jsp DCSOnPerfQtrly
POL_SLT_EngineerDaily.jsp View
XCCDailyHardwareSLTSummary
POL_SLT_EngineerMonthly jsp View
XCCMonthlyHardwareSLTSummary
POL_SLT_EngineerQuarterly jsp View
XCCQuarterlyHardwareSLTSummary
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POL_SLT_ETU_Reliability_ ADSL_Daily jsp ETUSerRelDaily
POL_SLT_ETU_Reliability_Dialled_Daily.jsp ETUSerRe!IDaily
POL_SLT_ETU_Reliability_Fixed_Daily jsp ETUSerRelDaily
POL_SLT_ETU_Reliability_ ADSL_Monthly.jsp ETUSerRelMonthly
POL_SLT_ETU_Reliability_Dialled_Monthly jsp ETUSerRe!Monthly
POL_SLT_ETU_Reliability_Fixed_Monthly.jsp ETUSerRe!Monthly
POL_SLT_ETU_Reliability_ADSL_ Quarterly jsp ETUSerRelQtrly
POL_SLT_ETU_Reliability_Dialled_Quarterly jsp ETUSerRelQtrly
POL_SLT_ETU_Reliability_Fixed_Quarterly.jsp ETUSerRelQtrly
POL_SLT_ETU_Transactions_ADSL_Daily.jsp ETUOnPerfDaily
POL_SLT_ETU_Transactions_Dialled_Daily.jsp ETUOnPerfDaily
POL_SLT_ETU_Transactions_Fixed_Daily jsp ETUOnPerfDaily
POL_SLT_ETU_Transactions_ADSL_Monthly.jsp ETUOnPerfMonthly
POL_SLT_ETU_Transactions_Dialled_Monthly.jsp ETUOnPerfMonthly
POL_SLT_ETU_Transactions_Fixed_Monthly.jsp ETUOnPerfMonthly
POL_SLT_ETU_Transactions_ADSL_ Quarterly jsp ETUOnPerfQtrly
POL_SLT_ETU_Transactions_Dialled_Quarterly jsp ETUOnPerfQtrly
POL_SLT_ETU_Transactions_Fixed_Quarterly.jsp ETUOnPerfQtrly
POL_SLT_NetworkDaily jsp View XCCDailyNetworkSLTSummary
POL_SLT_NetworkMonthly jsp View
XCCMonthlyNetworkSLTSummary
POL_SLT_NetworkQuarterly jsp View
XCCQuarterlyNetworkSLTSummary
POL_SLT_NWB_Reliability_ ADSL_Daily jsp SerRelDaily
POL_SLT_NWB _Reliability_Dialled_Daily jsp SerRelDaily
POL_SLT_NWB _Reliability_Fixed_Daily.jsp SerRelDaily
POL_SLT_NWB _Reliability_ADSL_Monthly.jsp SerReiMonthly
POL_SLT_NWB _Reliability_Dialled_Monthly.jsp SerRelMonthly
POL_SLT_NWB _Reliability_Fixed_Monthly.jsp SerReliMonthly
POL_SLT_NWB _Reliability_ADSL_ Quarterly jsp SerRelQtrly
POL_SLT_NWB _Reliability_Dialled_Quarterly jsp SerRelQtrly
POL_SLT_NWB _Reliability_Fixed_Quarterly jsp SerRelQtrly
POL_SLT_NWB _Transactions_ADSL_Daily jsp OnPerfDaily
POL_SLT_NWB _Transactions_Dialled_Daily.jsp OnPerfDaily
POL_SLT_NWB _Transactions_Fixed_Daily.jsp OnPerfDaily
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POL_SLT_NWB _Transactions_ADSL_Monthly.jsp OnPerfMonthly
POL_SLT_NWB _Transactions_Dialled_Monthlyjsp OnPerfMonthly
POL_SLT_NWB _Transactions_Fixed_Monthly.jsp OnPerfMonthly
POL_SLT_NWB_Transactions_ADSL_ Quarterlyjsp OnPerfQtrly
POL_SLT_NWB _Transactions_Dialled_Quarterly jsp OnPerfQtrly
POL_SLT_ NWB_Transactions_Fixed_Quarterly jsp OnPerfQtrly
POL_SLT_DFD.jsp qryDaily
POL_SLT_DFD_LFS jsp qryDaily
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3 Sub-System Description - SLT Monitors
3.1 Design Overview
We are obliged to report on our performance against a number of Service Level Targets, and
Performance Measures. The data warehouse will load and store SLT and PM data extracted from each
of the other host systems and perform data aggregation as required for SLT and PM reporting. A generic
reporting program (ref. DES/APP/HLD/0049) will produce data extracts from tables in the data warehouse
to a directory on the DWH Host server. These will be picked up by SSC and subject to possible checks
by MSU loaded to a SQL server database which in turn will be connected to a web front end for reporting
to the client, the latter being collectively known as the Service Management Portal (SMP).
Reports produced by the Data Warehouse (DWH) will be captured by SSC who will be responsible for an
initial vetting process and sanity check in conjunction with MSU and will then format and deliver these
onto the SMP for access by the client. In some cases — for example where number of failures per year
are measured, the SMP database may do the count accumulation, DWH provides data on a shorter
timescale (week or month) to provide the raw data.
The first sheet shows a brief description of the SLT or PM, whether it involves Liquidated Damages (LD),
whether it is a new (HNG-X) requirement and the anticipated source. In the source column, the system
or application which will supply the data is defined. Where the data is to come from the data warehouse,
then the column entitled Xref in DES/APP / 1FS/0011 indicates the relevant chapter in the Data Warehouse
HNGx file interface specification which refers to this SLT. All references in this document are from
version 0.1 of the interface spec.
3.2 HNG-X Requirements
The following table details the SLT and PM reporting requirements which have been identified for HNG-X .
This document specifies the data gathering and storage for those identified as “New” (i.e. relating to
HNGX) and “Old” (i.e. those SLT measures which are already provided by the SMP). The expected
source of the data is also included.
The reporting requirements for the following SLT and PM's are dealt with in this document:-
Lo
Area Sub-Area Measure SLT andior PM RefNo New
ISLT lOld
ARL Xref in DES/APP /
Source 1FS/0011
Priority A-4
Re tu hour call 0 fix xec/
Engineering Coit (Flexible Powerhelp /
Service structure) 95% NO SLT SLT1 Triole NA
Branch foures te to 8 xcc/
}our call to fix
Engineering (hastmcrure - Flexible Powerhelp /
Service structure) 95% NO SLT SLT2 Triole NA
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref DESIAPPIHLD (0085
Version: 1.0
Date: 19-Jul-2007
Page No: 34 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
SPOS»
OFFICE
FUJ00142218
FUJ00142218
Priority © —
Branch End of Next
Business Day
{nfrastructure - call to fx xec/
Engineering (Flexible Powerhelp /
Service structure) 95% NO SLT SLT3 Triole NA
Priority A-6
Branch ture nour call to fx xec/
Engineering Culms px (exible Powerhelp /
Service structure) 100% NO SLT SLT4 Triole NIA
Branch hour oa i ‘om xcc/
}our call to fix
Engineering iMfzstuctie- Fie Powerhelp /
Service structure) 100% NO SLT SLTS Triole NA
Priority C —
End of Next
Branch Business Day
Infrastructure - plus 2 hours
Call to Fix call to fix xcc/
Engineering (Flexible Powerhelp /
Service structure) 100% NO SLT SLT6 Triole NA
Service PostShop Fix critical
Integration Engineer - incident within
Service Call to Fix 8 hours 100% NO SLT SLT7 NA
Fix non-
Service postshop critical
Integration Gate, incident within
Service 8 hours 100% NO SLT SLT8 NIA
Calls
Sewvice Telephony answered
Desk Response within 30 HSD /
Service seconds >=80% NO SLT SLT9 Telephony NA
Service
Desk egehony ‘Average time < 10 HSD/
Service P to answer seconds NO SLT SLTIO Telephony NIA
a Telephon,
Desk Response: Calls not HSD/
Service answered <5% NO SLT. SLTH1 Telephon NA
First Time
Incident Fix
Service (across all
Desk ‘Support
Service Functions) First time fix >= 85% NO SLT SLTI2 NA
Availability of
Voicemail
: Sere pesk facility outside
Service Availabilty of Service
Desk Desk core HSD/
Service working day 100% NO SLT SLT13 Telephony N/A
Availability of
Service Desk Web call
Service Systems logging facility
Desk Availability (back end HSD / Triole
Service server) 100% NO SLT SLTI4 2 NA
Web /
Voicemail
calls raised
out of Service
Desk core
working day
Serice Desk Oh Fue
ystems
Availability Services call
logging
system
responded to
Service next Service
Desk Desk core HSD /
Service working day 100% NO SLT SLT15 Telephony N/A
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ret DESIAPPIHLD (0085
Version: 1.0
Date: 49-Jul-2007
Page No: 35 of 71
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FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
OST
OFFICE
FUJ00142218
FUJ00142218
Software
Software incidents
Incidents- resolved by
Service Call to re-boot or
Desk Resolution workaround
Service <= 15minutes 96% NO SLT SLTI6 NA
Software
Software incidents
Incidents- resolved by
Service Call to re-boot or
Desk Resolution _ workaround
Service <= 30minutes 100% NO SLT SLTI7 NA
Branch Priority A= 4
Branch Telecom hour call to fix xcor
Network Infrastructure - (Flexible Powerhelp /
Service Call to Fix structure) 96% NO SLT SLTIB Triole NA
Priority C —
Branch End of Next
Telecom Business Day
Branch Infrastructure - call to fix xccr
Network Call to Fix (exible Powerhelp /
Service structure) 96% NO SLT SLTI9 Triole NIA
Branch Priority A -6
Branch Telecom hour call to fix xec/
Network Infrastructure - Flexible Powerhelp /
Service Call to Fix structure) 100% NO SLT SLT20 Triole NA
Priority C —
End of Next
Branch Business Day
Teco re = call to fix + 2
Branch Cato pe hours Xcc/
Network exible Powerhelp /
Service structure) 100% NO SLT SLT2t Triole NA
Branch
Branch Branch apg Availability xcc/
Network Avsteity uring the Powerhelp /
Service Critical Period > 98.80% NO SLT SLT22 Triole NA
Branch and Counter
Branch aa Availabilty xec/
Network Restepiity ing the Powerhelp /
Service Critical Period > 98.53% NO SLT SLT23 Triole NA
Branch
Branch and Availability
Branch Counter during Post xec/
Network Availability Office Core Powerhelp /
Service Day >9937% NO SLT SLT24 Triole NA
Counter
Branch and Availability
Branch Counter during Post xec/
Network Availability Office Core Powerhelp /
Service Day >99.10% LD SLT SLT25 Triole NA
Branch
Branch Branch and Availability xcc/
Network fvalabaity using the Powerhelp /
Service Critical Period > 98.91% NO SLT SLT26 Triole NA
Branch and Counter
Branch conn Availabilty xcc/
Network Rvatepiity fing the Powerhelp /
Service Critical Period => 98.61% NO SLT SLT27 Triole NA
Branch
Branch and Availability
Branch Counter during Post xcc/
Network Availability Office Core Powerhelp /
Service Day >99.48% NO SLT SLT28 Triole NA
Branch and Counter
Branch ear Availabilty xcc/
Network Avatopiity uring Post Powerhelp /
Service Office Core > 99.19% LD SLT SLT20 Triole NA
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref DESIAPPIHLD (0085
Version: 1.0
Date: 19-Jul-2007
Page No: 36 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
Day
Banking &
Branch Related Fixed
Network Services Connection
Service Reliability reliability 99% LD SLT SLT30 0
Banking &
Branch Related ADSL
Network Services Connection
Service Reliability reliability 99% LD SLT SLT31 0
Banking &
Branch Related Dialled
Network Services Connection
Service Reliability reliability 97% LD SLT SLT32. 0
Network
Availability —
Central (for each SLT
Network. Calendar A&L Network
Service Year) Availability >=99.95% NO SLT SLT33. oN
Banking
Authorisation
Agent Number of PI
availability for outages for
Central Each more than 2
Network Availability minutes for
Service Period same bank <= NO SLT SLT34. ~N DWH 46
Banking
Authorisation Number of PI
Agent outages for
availability for more than 2
Central Each minutes for
Network Availability different
Service Period banks <=2 NO SLT SLT35. N DWH 46
Banking
Authorisation
Agent Number of PI
availability for outages for
Central Each more than 4
Network Availability minute for
Service Period same bank <=1 NO PM SLT36. «=N DWH 46
Banking
Authorisation Number of PI
Agent outages for
availability for more than 1
Central Each minute for
Network Availability different
Service Period banks <=2 NO PM SLT37_ «= N._DWH 46
Average time DI y
Banking & for Banking
Related Transactions <5 5
Services across Fixed, SP
Data Centre Transaction ADSL and
Operations Times Dialled
Service Connections LD SLT SLT38. oN
Data File APS
Delivery - transactions
Data Centre Outbound delivered by
Operations (APS - All day 23:59h
Service Clients) Day 8 97% LD SLT SLT39 O
5 Data File APS
Delivery — transactions
Data Centre Outbound delivered by
Operations (APS - All sre
Service Clients) y 98% LD SLT sito Oo
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref DES/APP/HLD/0085
Version: 1.0
Date: 49-Jul-2007
Page No: 37 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
Data File
Operations (APS — All on by
Service Clients) 90% LD SLT SLT41 0
Data File
Data Centre Outbound transactions
Operations (APS —Alll day J y
Service Clients) 100% LD SLT SLT42 0
Data File
Delivery -
Data Centre Outbound pe rawres:
Operations (APS - All per ear
Service Clients) <2 NO SLT SLT43. ~=N _DWH 42
% of EDG
Boao Ales deivered
within
Data Centre areal 48hours of
Operations Gena) transaction
Service date 400% NO SLT SLT44. N DWH 42,43
Data File Zi
Delivery -
Data Centre Outbound
Operations (APS - All
Service Clients) <2 LD SLT. SLTAS, «NN DWH 42,43
Data File
Delivery -
Data Centre Aisbount
Operations (APS A
Service Clients) “date 100% NO SLT SLT46 N DWH 42,43
Individual
Belven— Directly
Outbound Connetted
Data Centre GiseUn Clients
Operations iorig) Failures: per
Service SLT year <4 LD sSLT_sSLT47, «Ns DWH 42,43
% of Directly
Connected
Ree on Client files
‘Outbound delivered
(APS — All within
Data Centre (Pes) 72hours of
Operations transaction
Service date 400% NO SLT SLT48 N DWH 42,43
Data File Confirmation
Belwen of Pouch
Data Centre elven’ received at
Operations 76) Branch by
Service 22:00h Day A 97% NO SLT SLT49 0
Confirmation
balwen of Pouch
Data Centre Qowery received at
Operations 7S) Branch by
Service Day B 97% LD SLT sLT50 0
Confirmation
Delvery— of Pouch
Data Centre Gove”; received at
Operations PS Branch by
Service Day! 400% NO SLT SLT51 oO
Data File Pouch
Data Centre Delivery — Receipt
Operations Outbound failures per
Service (LFs) SLT year <3 LD SLT_sSLT52, «N= DWH 42,43
Data Centre Data File % of Pouch
Operations Delivery - Receipts
Service Outbound received 400% NO SLT SLT53 N DWH 42,43
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ret DESTAPPIHLD 0085
Version: 1.0
Date: 49-Jul-2007
Page No: 38 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
POST?
OFFICE
(LFS) within
48hours of
creation date
Details of
Data File Poms
Delivery - &
Outbound ollected
Data Centre 78) from Branch
Operations by 22:00h
Service Day A 97% NO SLT SLTS&4 oO
Details of
Data File SAPADS
Delivery - Pouch
Data Centre Outbound Collected
Operations (LFS) from Outlet by
Service Day B 97% NO SLT SLT85 Oo
Details of
Data File SAPADS
Delivery - Pouch
Data Centre Outbound Collected
Operations (LFS) from Outlet by
Service Day! 100% NO SLT SLT& O
Data File Pouch DWH
Data Centre Delivery ~ Collection
Operations Outbound failures per
Service (FS) SLT year <3 NO SLT. SLTS7_N 42,43
% of Pouch DWH
Data File collections
Delivery - received
Data Centre Outbound within
Operations (LFS) 48hours of
Service creation date 100% NO SLT SLT588 N 42,43
Daily Cash on
belwen- Hand details
Data Centre Gower to SAPADS
Operations P89 by 23:59h
Service DayA 96% NO SLT SLT59 ON
Data File Cash on Hand DWH
Data Centre Delivery ~ details failures
Operations Outbound to SAPADS
Service (LFS) perSLT year <=3 NO SLT SLT60 N
% of Cash on DWH
Data File Hand details
Delivery - received
Data Centre Outbound within
Operations (LFS) 48hours of
Service creation date 100% NO SLT SLT61 N 42,43
Transaction
Data Centre Pala Pelvery records to TIP
Operations (POL Mis) gateway by
Service 03.00h Day 8 96% NO SLT sLTe2 oO
, Transaction
Data Centre Data Delivery records to TIP
Operations (POL Mis) gateway by
Service 03.00h Day C 97% NO SLT SLT63 O
Transaction
Data Centre PBADEIEY records to TIP
a‘ = Outbound
Operations (POL Mis) gateway by
Service 03.00h Day D 98% NO SLT SLTé4 Oo
, Transaction
Data Centre Data Delivery records to TIP
Operations (po. mis) gateway by
Service 03.00h Day J 100% NO SLT slTés oO
Transaction
Data Delivery records to TIP
Data Centre - Outbound gateway -
Operations (POLMIS) _Failures per
Service SLT year <2 NO SLT _SLT6é6_ N DWH 42,43
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref DES/APPIHLD (0085
Version: 1.0
Date: 19-Jul-2007
Page No: 39 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
POST?
OFFICE
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Centre
Operations
Service
Data Delivery
— Outbound
(POL Mis)
Data Delivery
- Outbound
(POLFS)
Data Delivery
= Outbound
(POLFS)
Data Delivery
= Outbound
(POLFS)
Data Delivery
= Outbound
(POLFS)
Data Delivery
- Outbound
(POLFS)
Data Delivery
- Outbound
(POLFS)
Data File
Delivery -
Outbound
(Reconciliation
and
Settlement
Reports to TIP
gateway)
% Transaction
records
delivered to
TIP gateway
within
48hours of
transaction
date
Transaction
records
loaded to
configured
POLFS by
07.30h Day B
Transaction
records
loaded to
configured
POLFS by
07.30h Day C
Transaction
records
loaded to
configured
POLFS by
07.30h Day D
Transaction
records
loaded to
configured
POLFS by
07.30h Day J
Transaction
records
loaded to
configured
POLFS —
Failures per
SLT year
% of
Transaction
records
loaded to
configured
POLFS within
48hours of
transaction
date
Delivery by
08:05h Day B
(providing the
LREC is
received by
Fujitsu at
23:59:59h
Day A) this is
imrespective of
a DRSH
failure.
Delivery by
08:05h Day B
(providing the
LREC is
received by
Fujitsu at
01:59:59h
Day B). If
there is a
100%
96%
97%
98%
100%
<=2
100%
<2
failures in
total per
SLT year
NO
NO
NO
Ne}
NO
NO
NO
NO
SLT
SLT
SLT
SLT
SLT
SLT
SLT
SLT
‘SLT67
SLT68
SLT69
SLT70
SLT71
SLT72
SLT73
SLT74
N
DWH 42,43
DWH
42,43
DWH
4.2,4.3
DWH
© Copyright Fujitsu Services Ltd 2007
‘COMMERCIAL IN CONFIDENCE.
Ref.
Version:
Date:
Page No:
DES/APP/HLD/0085
1.0
19-Jul-2007
40 of 74
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
OST
OFFICE
DRSH failure
the target is
10.05h Day B.
Ifthe LREC is
received by
Fujitsu
between
02.00h and
22:00h Day B
the file will be
delivered in
line with the
target for
received by
01:59:59h
Day B but the
file will not be
enriched with
the LREC
data until day
Cc.
ifthere is a
failure within
the Fujitsu
Services Ltd.
domain on a
system [other
than DRSH or
TES] which is
being utilised
inthe
generation of
Data File n
Delivery -
Delvery Reconciliation
EReconciiion Stement
Reports,
Settlement delivery of
Reports to TIP
gateway) said reports
will be by
42.00h Day B
ifthe system
failure is
either of the
DRSH or
TES, then
said reports
Data Centre will be
Operations delivered by
Service 18.00h Day 8 400% NO SLT SLT75 N DWH
Data File Number of DWH
Belwen failures of
Outbound REC file
Data Centre ett ation delivered to
Operations {Fee CAPO daily
Service by 03.00h <2 NO SLT SLT76 oN 47
Delivery -
Outbound REC file
Data Centre et ation delivered to.A
Operations {Fees &L daily by
Service 03.00h <2 NO SLT SLT77_ N 47
Data File REC files will DWH
Delivery - be delivered
Data Centre Outbound to CAPO by
Operations (Reconciliation 16.00h on
Service Files) Day B 100% NO SLT SLT78 N 47
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ret DESIAPPHLD 0085
Version: 1.0
Date: 49-Jul-2007
Page No: 41 of 71
FUJ00142218
FUJ00142218
Service Management Portal High Level Design q
FUJITSU COMMERCIAL IN CONFIDENCE
"Data File REC files will DWH
Delivery — be delivered
Outbound to A&L by
~ (Reconciliation 18.00h on
Files) Day B 100% NO SLT SLT79 ON 47
Data File REC files are DWH
Delivery - dispatched to
Outbound CAPO and
(Reconciliation A&L by
- Files) 00.10h daily 100%PM NO PM SLT80 N 47
HR SAP file DWH
I delivered to
- Data file the POL
delivery - gateway by
I Outbound (HR — 21.30hrs on
e SAP) the Friday :
4 preceding the a
pay run date 100% LD sir sit NO Af 42,43
I CTS file WH 2
Data fle delivered to ie, SO
livery — the POL
Outbound e
(CTS files) gateway by Ss Se
I 07:30hrs daily 100%PM NO PM SLT82. N
Data file Production of ¥ i
Delivery (PO NSBL fle by =
- Clients) 23.5¢hrs on
Saturday 100% NO PM SLT&3 N
Production of .
Data file Alliance and
Delivery (PO Leicester file
Clients) by 23.59hrs.
on Saturday 100% NO PM SLT8&4 N
Production of 7
Data file SAPADS fle
lelivery — (PO. :
Clients) by 07.30hrs
my Daily 100% NO PM = SLT8S N
SAPADS data
~ Yoaded to
ts POLFS by
Data outbound —97:30h Day B
(Loaded to ifthe datas
POLFS) ifthe data is
received by
(time to be
agreed) 100% NO PM SLT86 N
RDS vendors
data loaded to
Data outbound POLES BY
_=(loadedto ay
I POLES) ifthe data is
received by
(time to be
agreed) 100% NO PM SLT87 N
RDS
‘customers
data loaded to
Data outbound ~POLFS by
=(Loadedto —_07:30h Day B
_ POLFS) ifthe data is
received by
(time to be
agreed) 100% NO PM SLT@B8 N
RDS product
data loaded to
Data outbound —POLFS by
=(Loaded to —_07:30h Day B
_ POLFS) ifthe data is
received by
(time to be 100% NO PM SLT89 N
‘© Copyright Fujitsu Services Ltd 2007 ‘COMMERCIAL IN CONFIDENCE Ref. DES/APP/HLD/0085
Version: 1.0
Date: 19-Jul-2007
Page No: 42of71
oO Service Management Portal High Level Design
FUJITSU COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
agreed)
RDS branch
data loaded to
Data outbound POLES EY
=(Loadedto 97° y
PoLFS) ifthe data is
received by
(time to be
agreed) 100% NO PM SLT9O N
Moneygram
data loaded to
Data outbound POLES by
=(Loaded to 07'30h Day B
POLFS) if the data is
received by
(time to be
agreed) 100% NO PM SLT ON
SAPADS %,
_ Data File Banned
Pelivery I eg) delivered by
(LFS) 08:00h on ‘
DayA 90% NO SLT SLT92 fe}
SAPADS *
Data File Banned
peer 7 delivered by
inbound (LFS) $Syere
Day A 96% ARL SLT SLT93. 0
SAPADS
Planned
Orders
Data File available for
Delivery — use by the
Inbound (LFS) Branch by
08:00h
Failures per
SLT year <4 No SLT -SLT94. ~=N DWH 42,44
SAPADS DWH
Planned
Orders
Data File available for
Delivery — use by the
Inbound (LFS) Branch by
12:00h —
Failures per
SLT year <4 ARL SLT SLT95. ON 42,44
% of SAPADS DWH
Planned
orders
ba on available for
I Inbound (Les) pee bythe
48hours of
receipt 100% NO SLT SLT96 N 42,44
Delivery of
Transaction Transaction
5, comection corrections
Branches that Suavaole by
are available PA00
/ at 23:59:59h y
Day A 90% LD siT siTa7 0
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ret DESTAPPIALD0085
Version: 1.0
Date: 49-Jul-2007
Page No: 43 0f 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
Delivery of
transaction Transaction
correction corrections
records to available by
Branches that SyaapIe
Data Centre are available 208
Operations —_at 23:59:59h y
Service Day A 96% LD SLT SLT98 Oo
Delivery of
transaction
correction Transaction
corrections
records to
Branches that 2vallable by
C 23:59:59h on
Data Centre are available = 5275
Operations at 23:59:59h y
Service Day A 100% LD SLT sLT99 oO
Delivery of paiture of DWH
transaction Transaction
records ta Corrections to
Branches that Be available
at Branches
Data Centre are available BOs gon
Operations _at 23:59:59h Y SLT year
Service Day A me y <4 LD SLT SLT100_-N 4.2, 4.4
Delivery of I % of DWH
transaction Transaction
correction Corrections
records to available at
Branches that the Branch
Data Centre are available —_ within
Operations at 23:59:59h _48hours of
Service Day A receipt 100% NO SLT SLTIO1 N 42,44
Outages in
Core Hours
where the
Central Core Solution
Systems (Branch
Availability Network, Core
(measured Infrastructure
overa5 year and Sales
rolling Database) is
average) unavailable at
Data Centre > 10% of
Operations Branches- <= 3core
Service Per SLT year hours NO SLT SLT102_-—N
Outages in
Core Hours
where the
Central Core Solution
Systems AND the
Availability Banking
(measured Solution
overaSyear (CAPO, A&L
rolling , LINK) is
average) unavailable at
Data Centre > 10% of
Operations Branches~ <= 8 core
Service Per SLT year hours NO SLT SLT103._-N
Outages in
Central Core Hours
Systems Where the
Availability— Fors souition
AND Other
(measured eee cee
overaS year (ETU, DVLA
Data Centre 9 PAF,APOP, <= 14
Operations 2¥e"@9°) DCS) is core
Service unavailable at hours NO SLT SLT104._-N
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref DES/APP/HLD/0085
Version: 1.0
Date: 49-Jul-2007
Page No: 44 of 71
FUJ00142218
FUJ00142218
Service Management Portal High Level Design a
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
> 10% of
Branches —
Per SLT year
POLFS
availability
POL FS during each
Data Centre Availability service level
Operations management
Service period 99% NO SLT SLTI05 N
POLFS shall
not be
unavailable to
users on any
single
occasion
during the
service level
POLFS management
Availability period
(this is
increased to
40 hours if an
offsite
engineer or
Data Centre replacement
Operations equipmentis — >=4
Service required) hours NO SLT SLT106_-N
Discussions
POLFS required
Data Centre Transaction between Post _ Still under
Operations performance ._ Office and discussion
Service Fujitsu forsa0 NO SLT SLTI07 ?
TESQA
availability
Transaction _ between 99.75%
Enquiry 07:00h and
Data Centre Service 22:00h for
Operations SLT Calendar
Service Year downtime NO SLT SLT108_-N
Transaction
received in
the Data
Centre
between
07.00h and
Transaction _20.00h daily
Enquiry will be
Service available
within 15
minutes. on
the TESQA
Data Centre for the SLT
Operations Calendar
Service Year 97% NO SLT SLTI09 N DWH 48
Ifthe TES DWH
fails
transaction
Transaction _received in
Enquiry the Data
Service Centre
Data Centre between
Operations 07.00h and
Service 20.00h daily 100% NO SLT SLTI10 N 48
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DES/APP/HLD/0085.
Version: 1.0
Date: 19-Jul-2007
Page No: 45 0f71
FUJ00142218
FUJ00142218
Service Management Portal High Level Design
Fe)
FUJITSU COMMERCIAL IN CONFIDENCE
OST
OFFICE
will be
available
within 2 hours
‘on the
TESQA for
the SLT
Calendar
Year
Transaction DWH
received in
the Data
Centre
between
20.00h and
Transaction 22.00h daily
Enquiry will be
Service available
within 40
minutes on
the TESQA
Data Centre for the SLT
Operations Calendar
Service Year 97% NO SLT SLTI11. N 48
ifthe TES DWH
fails,
transaction
received in
the Data
Centre
between
Transaction 20.00h and
Enquiry 22.00h daily
Service will be
available
within 2 hours
on the
TESQA for
Data Centre the SLT
Operations Calendar
Service Year 100% NO SLT SLTH2 N 48
Transaction DWH
received in
the Data
Centre
between
22.00h and
Transaction _07.00h daily
Enquiry will be
Service available
within 4 hours
‘on the
TESQA for
Data Centre the SLT
Operations Calendar
Service Year 100% NO SLT SLTH13 N 48
The query DWH
time for
properly
constrained
transaction
queries on the
TESQA
Data Centre between
Operations 07.00h and
Service 18.00h <=20secs NO PM SLTI14 N 49
Transaction
Enquiry
Service
© Copyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Ref. DES/APP/HLD/0085
Version: 1.0
Date: 19-Jul-2007
PageNo: 46 of 71
Fe)
FUJITSU
Service Management Portal High Level Design
COMMERCIAL IN CONFIDENCE
FUJ00142218
FUJ00142218
Data File APS
Data Centre Delivery — reference
Operations Inbound (APS data delivered
Service tariff data) by day B 96% NO SLT SLTII5 O
Data File APS
Data Centre Delivery — reference
Operations Inbound (APS data delivered
Service tariff data) by day C 97% NO SLT SLTI16 O
Data File APS
Data Centre Delivery — reference
Operations Inbound (APS data delivered
Service tariff data) by day D 98% NO SLT SLTII7 O
Data File APS
Data Centre Delivery — reference
Operations inbound (APS data delivered
Service tariff data) by day J 100% NO SLT SLTI18 O
APS Tariff
Data available
for use by the
Branch -
Failures per
Data File SLT year
Delivery — (Review once
Inbound (APS further design
tariff data) work
completed ~
re similarity
Data Centre with standard
Operations Reference
Service Data) <2 NO SLT SLT119._-N
% of APS
Tariff Data
Boao avaible for
use by the
Data Centre tne late S Branch within
Operations 48hrs of
Service receipt 100% NO SLT SLTI20 N
Data's Reference
livery —
no tnpeund delivered b
Reference (Reference day 8 ¥
Data Service Data ) ay 96% NO SLT SLTI21 N DWH 42,44
Data File Reference DWH
livery —
Inbound Oat8 red by
Reference (Reference da C y
Data Service Data ) y 97% NO SLT SLTI22 N 4.2.4.4
pais File Reference DWH
jelivery —
i Inbound Oat8 red
Reference (Reference fay
Data Service Data ) Y 98% NO SLT SLT123_ N 42,44
Data File Reference DWH
Delivery —
Inbound Oat red b
(Reference oe Iv ye y
Data ) y 100% NO SLT SLT124 N 42,44
Banking &
Related
Exception/ Services
Error Priority
Resolution Exceptions
resolved in 8
hours or less 95% NO SLT SLT125 N
BIM Report
Exception ' issued within
Resolution 5 working
I days 95% NO SLT SLTI26 N NA
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initial BIM
report issued
by the end of
the same
working day
Exception / as the
Error exception or
Resolution error has
been reported
by the
Reconciliation
Service or by
Post 100% NO PM SLT128 N NIA
i Payment file
_ Payment File delivered to
Delivery to MA on the
I Merchant day following
Acauirer - the creation
(Debit Card) date of the
paymentfile By 12:00h LD PM = SLT129. N- DWH
0BC20
receipt
acknowledged
by Fujitsu
within 48
hours 100% NO OLT SLT130 N NIA
Branch
changes
delivered to
proposed
target date
(including
Line Plant
issues) 95% NO OLT SLT131_ N NA
Branch
changes
delivered to
proposed
target date
(not including
Line Plant
issues) 96% NO OLT SLT132_N NIA
Branch
changes not
failing due to
incorrect
delivery of
Branch
configuration
changes via
ocMs 99% NO OLT SLT133._ N NIA
Fujitsu to
advise Post
Office Ltd by
16:00 hours
on the day ifa
scheduled
Fujitsu
Engineer is
unable to
attend the
Branch 100% NO OLT SLT134._N NIA
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41
4.2
Sub-System Description — Major Incidents
Overview
In the event of a Major Incident, it is important that both Post Office and Fujitsu Services
Post Office Account have immediate access to the resolution progress, and that both
organizations can see the relevant progress updates and the actions which have been
allocated to the resolution. In addition, the current mechanisms for handling the necessary
paperwork involved in the final resolution and sign-off of any incident are cumbersome
and prone to excessive delays.
In order to resolve these deficiencies, the Major Incident Management system has been
created to reside on the Service Management Web portal.
Data Flow
The major incident module operates on four objects: The incident object held in table
xtranet_mik_MIR, an update object held in table xtranet_mik_update, an action record
held in table xtranet_mik_actions and a closure object held in table xtranet_mik_closure.
The incident object must be created first. Having been created, the other objects will relate
to the incident object. The incident object contains the title of the incident and the call
number as mandatory fields, the remaining fields relate to the impact of this incident in
business and technical terms. Once created, the object cannot be directly changed. The
facility to update an incident record actually creates an update object.
The update object relates to a specific incident object. There can be any number of updates
relating to any given incident. Updates can change the impacts of the incident, and provide
additional narrative, but cannot alter the title or the call number. Update objects cannot be
altered once created.
The action record relates to a specific incident. There can be any number of action records
associated with an incident. Actions can allocate specific tasks to specific individuals and
provide additional narrative. Action records, once created can be altered using the “update
action” functions.
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The closure record relates to a specific incident. There can only be one closure record for
any incident. Once created, the closure object cannot be altered and also prevents any
further updates or actions being created against that incident.
4.3 Application Components
The SQL database tables and Java servlets relating to this module in the application are
documented in the tables in sections 3.3.7 and 3.3.8. The interactions of the web pages
with the database tables and servlets is documented in section 3.3.3.
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5 Sub-System Description — System Monitors
5.1 Overview
The System monitors get all of their data by a links to the Peak database, which in turn
links to two tables in the SMDB — SMC_Post_Office and SMDB_FAD._State_Latest plus
one internal peak table posttowns.
5.2 Data Flow
5.3 Application Components
Individual components of this section of the application are based on the services which
they are monitoring. They are detailed individually in the following sub-sections
5.3.1. Alliance and Leicester
This monitors the connection from the two network banking authorisation agents in POA
that connect to A&L. Including:
* Connection Heartbeat
* Statistical anomalies such as stale transactions or invalid encryption
* Key Performance statistics of the agents such as CPU usage
+ Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both B auth agents alerting
5.3.2. CAPO NWB
This monitors the connection from the four network banking authorisation agents in POA
that connect to CAPO. Including:
+ Connection Heartbeat
* Statistical anomalies such as stale transactions or invalid encryption
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* Key Performance statistics of the agents such as CPU usage
* Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both B auth agents alerting
5.3.3 Link NWB
This monitors the connection from the two network banking authorisation agents in POA
that connect to LINK. Including:
+ Connection Heartbeat
* Statistical anomalies such as stale transactions or invalid encryption
* Key Performance statistics of the agents such as CPU usage
+ Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both auth B agents alerting
5.3.4. NWB High Failure Count
Using the reconciliation infrastructure, the number of failed transaction for each NWB FI,
Debit Card and ETU service are totalled each two minutes. If any service has a failure rate
of five percent or above an alert is raised.
Amber: None
Red: Any of the FIs reporting a percentage failure outside of core business hours
5.3.5 TES QA
This monitors the Transaction Enquiry Service web servers. Including:
+ The state of the Oracle application server
* The http server
* The web cache
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Amber: None
Red: Both web servers alerting
5.3.6 Debit Card
This includes the health of each of the four active and four standby authorisation agents in
POA and the connection of each to Streamline. This includes:
* Solve Connection.
* Checking that there is an active agent in each cluster.
* Statistical count of timeouts in the last fifteen minutes.
Amber: one clusters agent alerting
Red: Communications to Streamline or more than one cluster alerting
5.3.7. E-Top ups
This includes the health of each of the four active and four standby authorisation agents
and eight reversal agents in POA and the connection of each to EPAY. This includes:
+ EPAY Connection.
+ Checking that there is an active authorisation and reversal agent in each cluster.
* Statistical count of timeouts in the last fifteen minutes.
Amber: one clusters auth or reversal agent alerting
Red: Communications to EPAY of more than one clusters alerting
5.3.8 DVLA
This monitors the health of the two POA web servers and the statistical number of
timeouts received when connecting to the DVLA servers.
Amber: Timeout threshold exceeded (10%)
Red: Any Web server alerts
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5.3.9 PAF
This monitors the health of the four POA web servers. Internal and external test calls are
made to the system and the results checked.
Amber: None
Red: Any Web server alerts
5.3.10 BAS Routers
The network management system checks that each BAS router can be contacted via ping.
If one fails three consecutive ping attempts it is flagged as possibly down.
Amber: Any router has more than 50 counters markedas down
Red: Any BAS has not responded to 3 consecutive pings from the network management
service.
5.3.11 Track and Trace
This monitors both the harvester agents, interface agents and the web server on the
Electronic Data Gateway (EDG). There are four harvesting agents, one per cluster and four
interface agents, one per cluster.
Amber: Correspondence servers for one cluster alerting.
Red: Agents or Web service alerting.
5.3.12 Map of sites without comms
Switches to a geographical display (see diagram below)
In this display, each red dot represents a Post Office which is not in communication with
the data centre. Larger , red squares indicate that more than one Post Office has lost
communications to the data centre within the same geographical area — this is most
common during periods of severe weather when communications lines are disrupted.
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Positioning the mouse pointer over a county produces a pop-up message with the count of
uncommunicative Post Offices in the are and the total number of Post Offices in the area,
for example “Powys — 6 of 204 down (2%)”
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Clicking the mouse on a county area displays information about the individual Post Office
affected, FAD, Name, number of counters, connection type, Post Code and Local
Exchange
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6 Sub-System Description - OBC process
6.1 Overview
The operational business change process is primarily concerned with business changes to
Post Office requested by Post Office Ltd. For example closing offices, opening offices and
changing the number of counters within an office.
The function of this part of the Service Management Portal is to provide summary
information on the changes that have been requested. There is no requirement, nor
opportunity to actually input any data.
6.2 Data Flow
There is only one SQL server table in this component of the SMP design (OBCBigTable).
This table is actually maintained externally to the SMP in an Access database owned by
the OBC team in Crewe. The data in the SMP is copied from the master table in the OBC
database on a daily basis by an overnight job inside the SQL server database called
xtranetCopyOBCTable. This in turn calls stored procedure xtranet_mik_copy_OBC,
which copies the Access table into the SQL table OBCBigTable. It is against this table that
all OBC queries are run.
6.3 Application Components
The SQL database table relating to this module in the application are documented in the
tables in section 3.3.7 . The interactions of the web pages with the database table is
documented in section 3.3.5.
6.3.1 OBC activity schedule
This screen shows, in date order, the activities which are scheduled to take place at post
offices.
6.3.2. OBC PM Branch list
This screen displays the branches in which activities are scheduled, together with the
contact details of name and address.
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6.3.3. OBC Counts
This screen displays the count of activities which have been scheduled or completed, by
year and month, by year and week number, and by Date
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7 Sub-System Description - OCPs
7.1 Overview
OCPs are operational changes made to the system. The Service Management Portal shows
both a summary and the detail of any OCP which has either been sent to Post Office for
approval, or else has been marked as being system affecting.
7.2 Data Flow
All access to the data is held in a view called VW_SP_get_service_affecting
7.3 Application Components
The SQL database table relating to this module in the application are documented in the
tables in section 3.3.7. The interactions of the web pages with the database table is
documented in section 3.3.6.
7.3.1. OCP summary
The OCP summary is displayed as shown in figure 55. This gives basic information about
the change being proposed. If the mouse pointer is held over any part of the summary
lines then the cursor will turn to a hand. Clicking on an OCP summary entry will cause the
OCP details to be displayed
7.3.2 OCP detail
Having selected an OCP to display from the OCP Summary, full details of the OCP are
displayed in a separate window.
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Sub-System Description — Reports
8.1 Overview
There are a number of reports which are delivered to the customer on a regular basis. It is
the purpose of this section of the Service Management Portal to provide access to the most
current version of these reports.
It should be noted, as displayed on the initial screen for this section, that the data in the
SLT tracker is raw data direct from the systems and has not been adjusted to take account
of those factors which are beyond the control of Fujitsu for example file deliveries which
could not be made because the remote end was inopemble, Post Offices which have been
closed, but for which the closure notification has been delayed etc). Accurate figures are
held in the SRB section.
8.2 Data Flow
With the exception of the “About SLTs”, “HSMF dashboard”, and “CSIP” files, all of the
data in this section is supplied from sources external to the SMP via the drop box. There is
no real data flow other than the arrival of the files from the drop box, and then the upload
of those files to the live SMP
“HSMF dashboard”, and “CSIP” files were one-off incdusions supplied by RMGA
Customer Service Management and are probably no longer relevant. They will be removed
from the HNG-X system.
“About SLTs”, is a fixed html document which contains an extract from the Horizon
contract which details the SLTs in place at that contract. It will need to be replaced by its
equivalent at HNG-X.
8.3 Application Components
The components of the reports are as follows:
SRB (Service Review Book) a collection of data which has for some years been presented
to the customer on a monthly basis for discussion at the Service review meetings . The data
is uploaded from a zip file supplied monthly by MSU. Zip is extracted into the
Dreamweaver local directory /files/SRB by the drop box code and then the Dreamweaver
site re-synchronised to upload to the remote server
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SRB dashboard — single html page which is a summary of actions from the Service Review
. The data is uploaded from a single file supplied by MSU and uploaded into
/files/SRB_dashboard.htm by the drop box code and then the Dreamweaver site re-
synchronised to upload to the remote server
Daily Report — A single page showing a summary, for the previous 24 hours of the
number of supported branches, their network composition, the number of trading hours
available and an indication of their availability. supplied by MSU and uploaded into
/files/SRB_dashboard.htm by the drop box code and then the Dreamweaver site re-
synchronised to upload to the remote server
Success Rates — single html page which reports on the number of successful and failed
transactions through the online components of the live estate. Uploaded from a single file
supplied by MSU into local directory /files/success_rates.htm by the drop box code and
then the Dreamweaver site re-synchronised to upload to the remote server
CSIP — one off file supplied by Carl Marx uploaded into local directory /files/csip.html by
the drop box code and then the Dreamweaver site re-synchronised to upload to the remote
server — probably no longer relevant. Certainly not relevant to HNG-X
HSMF dashboard - one off file supplied by Carl Marx uploaded into local directory
/files/hsmf.html by the drop box code and then the Dreamweaver site re-synchronised to
upload to the remote server — probably no longer relevant. Certainly not relevant to HNG-
xX
About SLTs is an extract from the Horizon contract and is held as an html file in the local
server — this page has hot- links to the definitions of those SLTs which is also a single html
page held locally
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9 Sub-System Description — Drop Box
9.1 Inbound Data Processing - The drop box
9.1.1 Drop Box Overview
Data for various functions within the SMP are provided by a number of units outside the
SSC. These units FTP their prepared data to a directory on the SMP development box for
processing. This directory (D:\SMPDropBox ) is know as the SMP "Drop Box".
A Java class called DropBox parses this directory and then processes the files as
appropriate.
9.1.2 Drop Box Data Flow - input
Files to be processed by the DropBox class are controlled by a parameter file
"SMPDropBox.param" within the drop box directory. This files is read as the DropBox
class is loaded. Each line of the file contains "filenameIdirectoryname". At each cycle the
DropBox class will look for "filename" within the dropbox directory and if present move it
to "directoryname". If the file is a ZIP file (extension .zip) then it will be expanded into
"directoryname" and then deleted from the dropbox. Any files that already exist in
directoryname will be silently overwritten.
The currently implemented parameters as follows :
daily_report.zipID:\Tomcat\webapps\SMP\files\daily_report
Provided daily by MSU. File is moved to web site filestore and is then accessible to users
of the SMP.
success_rates.htmID:\Tomcat\webapps\SMP\files
Provided daily by MSU. File is moved to web site filestore and is then accessible to users
of the SMP
srb_dashboard.zipID:\Tomcat\webapps\SMP\files\srb_dashboard
Provided daily by Steve Taplin / Mark Jones. File is moved to web site filestore and is then
accessible to users of the SMP
latest_srb.zipID:\Tomcat\webapps\SMP\files\srb
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Provided daily by Steve Taplin / Mark Jones. File is moved to web site filestore and is then
accessible to users of the SMP.
weekly_report.htmID:\Tomcat\webapps\SMP\files
Provided by Liz Melrose's team. File is moved to web site filestore and is then accessible
to users of the SMP
DCSOnPerfDaily txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
DCSOnPerfMonthly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith.Processed by SQL stored procedure before use on website
DCSOnPerfQtrly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
DCSSerRelDaily .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
DCSSerRelMonthly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
DCSSerRelQtrly.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUOnPerfDaily txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUOnPerfMonthly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUOnPerfQtrly .txt/D:\IncomingSLTData
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Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUSerRelDaily.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUSerRelMonthly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
ETUSerRelQtrly txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
OnPerfDaily.txt}D:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
OnPerfMonthly..txt/D:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
OnPerfQtrly .txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
SerRelDaily.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
SerRelMonthly.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
SerRelQtrly.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
Inbound.txt/D:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
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Outbound.txtID:\IncomingSLTData
Provided daily by Pooja Sujith. Processed by SQL stored procedure before use on website
9.1.3 Drop Box Data Flow - output
Any file being output to a top level directory will have its file name converted to lower
case.
With the parameter as specified above, an input file named SuCCesS_RaTeS.HTM will
be written to D: \Tomcat \webapps\SMP\files\success_rates.htm
With a parameter line of:
srb_dashboard. zipID:\Tomcat\webapps\SMP\files\srb_dashboard
If the zip file contains:
Srb_Dashboard.htm
srb_dashboard files/filelist.xml
srb_dashboard_files/image001.gif
Then the top level file Srb_Dashboard.htm will be written as
srb_dashboard.htm. The files within the sub-directory srb_dashboard_files
and the directory name itself will not have their name case changed.
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10 Changes for HNG-X
10.1 Data in to DWH
10.2 HNG-X Data Extracts From DWH
Data Extracts for SLT reporting will be extracted by running the generic reporting
mechanism as detailed in ref. DES/APP/HLD/0049. The generic data reporting mechanism
needs to be installed on the DWH and inserted in the TWS (MAESTRO) overnight
schedule to run after all the data load and aggregation modules and before the end of day.
Suitable entries will be made in the meta-data tables in the reporting mechanism to
produce the reports detailed in this section. In addition the reporting mechanism contains
the facility to produce additional and ad-hoc reports by inserting entries via a DCR.
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11 Platforms
The Data warehouse is hosted and run on the main Sdaris Host. Details of this are in the
Solaris Host PPD. Ref. DES/APP/HLD/
The Service Management Portal is a web site hosted at the Southern Data Centre. Since it
is not part of either the Horizon nor the HNG-X live estate, there is no PPD for this
platform.
The database server which holds the incoming data, Logon details, and aggregated tables
is a platform which is shared by the XCC system (used for “cleansing” calls prior to their
use in calculating the availability SLTs). This system is hosted in BRAOI. It does not
form part of the Horizon or HNG-X live estate and therefore there is no PPD for this
platform.
TS (Triole for Service) has been implemented as a call management system within RMG
Account. The platform is based in Stevenage and is a shared system which is used by other
major accounts. There is no PPD for this platform.
Peak is the incident management and problem management system implemented within
RMG Account. The server is hosted in BRAOI. It does not form part of either the Horizon
or HNG-X live estate and therefore there is no PPD for this platform. The system is
documented in PK/TSD/001.
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12 Networks
The network design for the SMP web portals and the design assumptions behind this
design are documented in 1S30938-001. For brevity, only the diagrammatical representation
is repeated here
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13 System Qualities
13.1 Security
There are two aspects to security: Security of the server itself, and security of the data
residing on the server. The HNG-X data warehouse will be physically located in the secure
data centre in IRE11 with a backup data centre in IRE12.
The Service Management Portal is a web site hosted at the Southern Data Centre. It is
protected by firewalls and the firewalls are configured to only allow traffic from the web
site to named databases. Specifically, data can flow from the main database and from Peak
to the web server only by the use of SELECT statements in jsp . Data can only flow from
the web server to the central database when accessing the Major Incident components of
the system, and these transactions are controlled via servlets.
The SMP database server is maintained in a secure area, using a security system which is
separate from the rest of the building. Access to the database is limited by username and
password. Administrator rights to any part of the server are restricted to a small number of
SSC staff.
TfS (Triole for Service) is a corporately mandated incident management system. Its
security is beyond the scope of this document.
Peak is maintained in a secure area, using a security system which is separate from the rest
of the building. Strong passwords requiring frequent changes, have been implemented.
The call narrative information held on Peak is not sensitive and is not required to be
secure. Data connected to Peaks from the live estate should also not be secure (because the
live estate security systems should prevent this), but as a “double check” such evidence is
encrypted. All encrypted evidence attached to a Peak which has been closed is
automatically deleted after 28 days.
13.2 Availability
The Data warehouse will be available during the core POCL day for use in general
reporting duties. This core day is roughly from 8.00am to 8.00pm. This means that all
processing and changes to the data in the data warehouse must take place between the
hours of 8.00pm and 8.00am the following day.
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The Service Management Portal is available 24 x 7 except during infrequent periods of
maintenance.
The Service Management database server is available 24 x 7 except during infrequent
periods of maintenance.
TfS (Triole for Service) is a corporately mandated incident management system. Its
availability is beyond the scope of this document.
Peak is available 24 x 7 except during infrequent periods of maintenance.
13.3 Usability
The Service Management Portal is a web site which is client-facing. The major influencing
factor in its design therefore is its usability. A user guide has been written for the SMP
and it is available on the SMP itself in the form of an html document with a hit-link from
the menu pages.
13.4 Potential for Change
Reporting requirements are subject to periodic changes and as such there is considerable
scope for change as requirements are finalised and new requirements agreed.
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14 Risks and Assumptions
The data warehouse has been in operation under Horizon for some considerable time and
as such the risks are well known and reduced. However some new reporting requirements
are being introduced and as such there is some risk. This however is very low as the data
is captured and stored in files prior to processing and as such the data is available in more
than one source, and the warehouse is able to work in “catch up mode” when necessary.
The Security requirements at HNG-X are slightly different from those at Horizon, with an
intention to provide a server which will sit between the live estate and the corporate
network. Since this server is still in design stage, it is not completely clear at present
exactly how the .csv files presented by the DWH will actually be collected by the SMP
database.
The Service Management Portal web server has been in operation under Horizon for some
considerable time and as such the risks are well known and reduced. The new reporting
requirements for HNG-X involve some additional development and therefore impose some
risk. The HNGX changes to the Sysman subsystems means that there will also be a
requirement to make changes to the System monitors which will have a knock-on effect on
the SMP.
To date, data relating to availability and engineer performance against SLTs has been
derived by a merger of data from SMDB and Powerhelp. With the implementation of TfS,
the incoming data feed from TfS will replace the one from Powerhelp. This imposes some
tisk because the provision of this data feed is seen as a very minor requirement in the
overall implementation of the call management System. In addition, TfS is a corporately
mandated system and therefore there will be political pressure to implement it which will
exceed anything but the most major technical issues. It is likely therefore that the data feed
from TfS will not be identical to Powerhelp and will require additional development work
in SMP.
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