FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
FUJITSU SERVICES
POST OFFICE ACCOUNT
SERVICE REVIEW
JUNE 2006
fo ®)
FUJITSU
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 1
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
Title: SERVICE REVIEW — JUNE 2006
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1* to 30" June 2006
Status: Definitive
Distribution: Service Management Forum
Fujitsu Services, Post Office Account: Head of Service Management
Fujitsu Services, Post Office Account: Customer Service Management Team
Fujitsu Services, Post Office Account: Customer Service Intranet
Fujitsu Services, Post Office Account: Library
Author: Mark Jones & Stephen Taplin, Fujitsu Services, Post Office Account: Management Support Unit
Approval Authority: Carl Marx: Fujitsu Services, Post Office Account: Head of Service Management
Signature: Date:
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 2
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
0 CONTENTS
0 CONTENTS 3
1 DOCUMENT CONTROL
Ll DOCUMENT HISTORY ..
1.2 ASSOCIATED DOCUMENTS .....
1.3 ABBREVIATIONS
14 GLOSSARY ..
15 CHANGES IN THIS VERSION
2 MARCH REVIEW OF SERVICE... cece cette
21 MANAGEMENT SUMMARY,
3 JUNE VOLUMETRICS .....
3.1 VITAL STATISTICS... soe
3.2 HORIZON SERVICE DESK - LOGGED CALL PROFIL!
3.3.1 ENGINEER ON - SITE VISITS...
4 JUNE REVIEW OF PROBLEM MANAGEMENT.
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS — SUMMARY
43 KEY CROSS DOMAIN PROBLEM UPDATE...
5 SCORECARD ACTION PLAN — from June 2006 0........c.cccsccecsessecsesseesssesessssssecsnsssessessueesecsscsusesessesssessusasecsssneesssrecsnsssessesssessessesssecseeieasecsusesecsesssessecseesssese 42
6 JUNE REVIEW OF RELEASE MANAGEMENT... AT
6.1 HIGH LEVEL TIMETABLE. ee
6.2 RELEASES COMPLETED DURING THIS P.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 3
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7 JUNE SERVICE LEVEL PERFORMANCE
7A HORIZON SERVICE DESK
72 ENGINEER SERVICES...
7.4 LF SERVICE
7.5. NETWORK BANKING SERVICES.....
7.6 SAP HOSTING..... es .
7.7 MISCELLANEOUS SERVICES .
7.8 RECONCILIATION / SETTLEMENT REPORT DELIVERY ..
79 PLAVAILABILITY.
7.10 TESQA vu
7.11 I POSTSHOPS.
7.12 DEBIT CARD SERVICES......
7.13. ELECTRONIC TOP-UPS.......
8 BRANCH TRADING CAPABILITIES
8.1 NBS TRABSCATION TIMES
8.2 COUNTER AVAILABILTY
8.3. BRANCHES WITH ONLINE SERVICES AFFECTED...
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 4
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
1 DOCUMENT CONTROL
1.1. DOCUMENT HISTORY
Version
Date
Reason
1.0
14/07/06
Service Review Book for June 2006 performance — SLT Review & Data.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 5
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
1.2 ASSOCIATED DOCUMENTS
Version
Date Title
13 ABBREVIATIONS
ARL
ARQ
AZMK
CAPO
C&W
CAW
FIO
FS
HSD
IMT
KMA
MBCI
MIS
Additional Remedy Level
Audit Retrieval Query
Acquirer Zone Master Key
Card Account at Post Office
Cable & Wireless
Certificate Authority Workstation
For information only
Fujitsu Services
Horizon Service Desk
Incident Management Team
Key Management Application/Administration
Major Business Continuity Incident
Management Information Service
MTBF
MTFR
NRI
OSP
PAT
PI
PM
SIP
SLT
TBA
YTD
Mean Time Between Failure
Mean Time For Repair
Network Reinvention
One Shot Password
Portable Appliance Test
Problem Branch
Processor Interface
Post Master
Service Improvement Plan
Service Level Target
To be advised
Year to Date
© 2006 Fujitsu Services
COMMERCIAL-
-CONFIDENCE
Page 6
Fujitsu Services
Date: 14/07/06
FUJ00152261
FUJ00152261
SERVICE REVIEW Ref: CS/ PER / 050
Version: 1.0
14 GLOSSARY
15
Business Incidents
Environmental
Hardware
Inappropriate Helpdesk
Network
NBSC Referral
Other
Reference Data
Software
Security
“A’ Priority
‘B’ Priority
Calls received and apparently related to a specific business issue which at the time is unknown — later re-
classified to appropriate category
Calls to register an environmental problem
Calls diagnosed as relating to a system hardware fault
Calls received at the HSD that are inappropriate and will be dealt with by the NBSC
Calls diagnosed as relating to a system network fault
Calls received at the HSD that have been referred by the NBSC
Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
verification calls
Calls diagnosed as relating to a reference data fault
Calls diagnosed as relating to a system or application software fault
Calls relating to security breaches or for the requirement of one shot passwords
Logged calls that reflect a fault, which has “resulted in substantial impact on all automated counter
positions in the Branch”
Logged calls that reflect a fault, which has “resulted in substantial impact on an automated counter
position, but not all automated counter positions in the Branch”
CHANGES IN THIS VERSION
2.1.4 I IP Stream Migration
ADSL Migration changed to report on IP Stream Migration
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 7
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
2 JUNE REVIEW OF SERVICE
2.1 MANAGEMENT SUMMARY
The service has been stable throughout June with no major incidents and availability remaining high.
Call volumes to the helpdesk remain high, but have steadied and show a reduction in all major areas over the May figures. Hardware calls are still a
significant factor in the total volume, with printers remaining at a similar level to the previous month, but pin pad calls have begun to reduce
following the issue of the fix into the estate. Engineer onsite visits also remain high but have steadied.
Joint efforts continue to address the call volumes and reduce the onsite visits, including providing additional advice & guidance to users and
planning workshops to identify & expand best practice.
Calls logged for Online Service provision returned to normal monthly levels. Although the total numbers have reduced, the proportion of calls now
open for more than 120 hours has increased, as additional focus is being placed on addressing intermittent faults which can take longer to identify
and resolve.
The OBC volume was 160, a reduction from the May figures. There was a failure rate of 2.54% against the new OLA of 4% minus closures, a
further improvement over with last month’s performance.
Branch and Counter availability has been maintained at 99.9% and 99.6% respectively and the implementation of Branch Network Resilience is
now well established.
© 2006 Fujitsu Services
Page 8
Fujitsu Services
Date: 14/07/06
FUJ00152261
FUJ00152261
SERVICE REVIEW Ref: CS/ PER / 050
Version:
Executive Dashboard FUJITSU
June 2006
2. Calls answered by HSD within 30 seconds 3. Break Fix - return to service
100% Du oees as Los 98.0% 7 nn
80%
60% I I June figures to
40% ‘ be confimed
0% : 4 J
Dec08 _Jand6 _Feb06 Mar-06 _Apr.06 May-06 _Jun-06 Dec-05 dan-06 Fab-06” Mur-06 Apr-06” Map-06 Jun
mmm Actual SLT achieved (= Recalculated SLT ———target] [Eemmreak Fx A mmm Break Fix ——target 95%]
4, Humber of Incidents attracting penalties 5. Data delivered to TIP Day B 6. Branch Availability Profile
2 ee a kdays only)
500 (ong sees x fs 7 cays ony) =
400
98%
“ June figures to ie
be confimed adie
200 94%
100 92%
90% ES -
‘Dec-0S Jan-06 Feb-06 Mar-06 Ap08 Moy-06 Jun06 Dee-Oh Jew th Fa-th Mart 0h Hey duet ? !
ovosr2008 ‘21082008 2082006 30708#208
7. Complaints 8. Success Rates of combined Online Transactions FESS Soo hoclednastasee eunsasiciaetlarssi
16 at ta without 2nd B Bg
100% ————— wale : :
12 = 60% :
: 98% 40%
si 20%
“ 98%] I
I 0%
0 Deo-08 Jan-06 Feb-06 Mar-08 Apr-06 May-08 Jun-06
oe — om <24 hours @<48 hours @<72 hours
(e005 Jan Feb-06 Mar06 p06 May Jun-08 36 hours 120 hours 15120 hrs ous
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 9
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
2.1.2 Availability and Problem Management
Summary: Within the Fujitsu Services domain for June 2006 there were no Major Incidents. There was I further incident affecting service within the Fujitsu
domain.
There were no incidents affecting VIP sites.
There was no further service affecting incidents that were outside of the Fujitsu domain.
Major Incidents: None
Other incidents in Fujitsu Services domain:
Wednesday 21" June. BAS Router GB_BMGV02-R10-003 reloaded itself causing a loss of on-line services to 586 branches at 14:16. BAS router was back on-
line within 10 minutes with the exception of 73 branches. All were re-connected within 30 minutes. HSD tried to contact several sites for a system re-boot but
most branches were unavailable due to half day closing. By start of day Thursday all branches had been restored with on-line services. Call E-0606210598 refers
VIP sites affected this month. None
Incidents Outside the Fujitsu Domain: None
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 10
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
Fujitsu Post Office Account Major Incidents
10
9.
8 : :
7
6 3 x : co oe
5
4
3 I
2 I I
0 T - T T T T T T 1
Jun-05 Jul-05 Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06
WC&W ADSL Datastream C&W ISDN2 (inc BNR) caw vsat BC&W Other HFS ADSL IPstream
FS Network BFS NT/UNIX Servers HFS Storage HFS Capacity FS Security Keys
Jun-05 Jul-0) Adg-05 Sep-05 Oct-05 Nov-05 pec-05 Jan-06 Feb-0] Mapos pr-06 Nv
caw ADSL Datastream 0 2 7 0 0 0 0 0 0
C&W IsDTT TCT 0
c&w = )
C&W Gther a 0 0 a 0 0 0 0 0
FS ADS$L IPstream 0 oO 0 0 oO oO 0 oO 0
FS Network Ly Tv Ly Tv Tv Ly Tv 0
FS NT. 0
FS Sto! 0 0 0 0 0 0 0 0 0
FS Caqacit) ) oO al 0 1 oO 0 oO 0
FS Sequrity Keys 0 [) 0 0 oO oO 0 1 VY)
TOTAT v T v v T 0
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 11
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
2.1.3. OBC Branch Change Service Summary
In June 2006 there were a total of 160 changes undertaken, 9 of these were cancelled changes. With the exclusion of ‘Closures’ 118 changes were
undertaken. Fujitsu were responsible for 3 change requests not being completed on the target date. For Fujitsu this represents a failure rate of
2.54% against the new 4% OLA minus Closures. It also represents a failure rate of 1.99% against the original target of 5%. There were no line
plant failures; this also represents a failure rate of 1.99% against the old 4% target excluding Line Plant. There is an improvement of 1.61%
compared to May’s Target without Closures. Compared to the May calculations an improvement of 2.09% against the 5% target rate and an
improvement of 2.09% against the 4% target rate, excluding line plant.
Post Office Ltd were responsible for 6 change requests not being completed on the target date, which represents 3.97% against the 4% target, this
shows a slight difference against the May calculations of — 2.61%.
Fujitsu’s direct failures comprised of 2 Communications, and I Software.
Corrective Actions
Cable & Wireless reporting is currently under scrutiny as the “Clarify” report has been sporadic at best recently. This has been due to a desk
reorganisation within Cable & Wireless. Fujitsu OBC has escalated this issue into C&W and Simon Shaw expects to have the problem resolved
before Friday 7"" July
ISSUES CATEGORY - FUJITSU
So &.o° so, 8_@-@.
Nov.05
Auy-05 — Sep-05 Oct-05 Dec-05 — an-08
Month
Feb-06 — Mar06 —Apr-08 = May-06 —Jun-08
COMMERCIAL-IN-CONFIDENCE
© 2006 Fujitsu Services
Page 12
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
2.1.4 IP Stream Migration
The IPStream Project consists of 2 parts — 1600+ ISDN branches for installation directly on to IPStream and 3500+ Branches with an existing Cable and Wireless ADSL Service
that are being migrated over to BT IPStream.
The Pilot started on the 5" of July where 2 branches migrated to IPstream successfully. This has been followed with a small volume pilot of some 100 Branches migrating to
IPstream on the 10" July. The success rate has been high with 71% of branches switching on first attempt.
2.1.5 Icon Service
ICON Batch 2006-01 is currently being reviewed on RDT counters
2.1.6 Business Continuity
During June the Bootle Campus fail-over was conducted. The test is considered to have achieved the primary objective, i.e., that of proving service
can be provided from Wigan in the event Bootle is unavailable, and is therefore considered successful. Post test analysis identified three areas where
the controlled fail-over should be improved in future years, the NPS fail-over, using Calthorpe House and disconnecting the network circuits for
Branches. Actions have been taken to address each of these.
The operational test for the Routers and a partial test was conducted for the Data-center LAN (Content Service Module). A retest is planned on the
Content Service Module element.
2.1.7 Message Broadcast
A total of 19 MBS’s were sent — No’s 118 to 136
2.1.8 Horizon Service Desk and Complaints
In June the top 2 Service areas receiving complaints were time to resolve online services and Engineering Support, specifically regarding the
timeliness of the engineering visit. In addition to the specific improvement actions detailed in the table below, all Service areas have Service
Improvement Plans to address the issues raised which are discussed at the regular Service Review meetings to ensure progress is made against each
item.
Online Services
The availability of on-line services continues to be subject to considerable focus within Fujitsu Service and Post Office Service Improvement team,
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 13
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
with a joint Continuous Service Improvement Plan in place. Unfortunately due to the involvement of many support organisations & the nature of
some faults, online services issues can have extended resolution times. We continue to work with our third party suppliers & internal support to
review resolution processes with the aim of improving efficiency & reducing resolution times.
The Branch Network Resilience process has also been subject to a cross organisation review, and options to improve speed of GSM deployment
discussed & currently under evaluation. Implementation of all / some of the proposals will reduce the duration of no online services for those
branches in geographical areas where GSM service is available.
Engineering Support
Although the number of counter printer faults, and associated complaints have reduced, we are still running at higher volumes than normal, which is
continuing to impact the timeliness of engineering visits. Over July, the engineers will be sticking labels detailing printing instructions onto the
counter printers, which will reduce the number of swaps required caused by incorrect printing procedures. This will have a positive impact on the
scheduling and timeliness of engineering visits.
We are continuing to work with the engineers to ensure that visits are scheduled according to the priority of the call, and aiming to reduce the
number of rescheduled visits. Focus is on ensuring that the Post Master's expectation of engineering arrival time-window is set, and that any change
is communicated as quickly to the PM as possible.
Date in Date POL Ref Branch Category/ Just/Not I Unjustified Complaint Improvement Action
POL/FS Cleared Code And Reason For
Facia Complaint
07/06/2006 I 12/06/2006 I DB/JUN/022 I 072001 - Helpdesk Not The agents on the HSD desk followed all Although complaint re the HSD was
DANEBUR I being the correct procedures & checks necessary I unjustified the PM does appear to
Y AVENUE I unhelpful to progress call efficiently. have an issue with Horizon. Our
BIM reviewed the call, and it appears.
that the onscreen prompts are not
being followed. Gary Blackburn at
POL has been made aware & the
issue has been passed to AIO.
07/06/2006 I 07/06/2006 I MG/MAY/0_ I 319519 - Engineer Not Reviewing the call log, there is no link
54 Woolbrook between the details of the call and the
complaint made by the PM.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 14
Fujitsu Services
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
Date in Date POL Ref Branch Category/ Just/Not I Unjustified Complaint Improvement Action
POL/FS Cleared Code And Reason For
Facia Complaint
09/06/2006 I 12/06/2006 I MG/JUN/O1 I 286642 - Online Not Online services issue logged on Sth, and
6 Morrison Rd I services - Service was restored on the 7" with GSM
Time taken to installation. Engineer returned to site on
resolve the 8th to replace the Gateway, however
was asked to come back on another day as
PM too busy. Gateway replaced next day
when engineer returned.
PM phoned in for updates prior to 9:00am,
which is why PM did not receive call
backs from the desk.
06/06/2006 I 15/06/2006 I JH/JUN/003 I 260321 - Attitude of Just N/A The engineer has been subject to
East Park engineer disciplinary hearing following this
complaint. The engineer accepts that
his behaviour was unprofessional and
unacceptable. As a consequence the
engineer has been issued a Final
Written warning by his manager.
Please pass our apologises to the PM
14/06/2006 I 16/06/2006 I DB/JUN/054 I 155418- Issues with Not All calls were passed to NBSC, none of
Barbon system which were passed back or sent for further
showing investigation.
discrepancies.
15/06/2006 I 15/06/2006 I DB/JUN/050 I 358611 - On-line Not The online services call was resolved
Bryntirion Services within 2 days, which is well within the
SLA. PM commented that there had been
several base unit swap outs; however there
are no calls logged for a BU swap this
year,
All calls logged for this site since the
beginning of the year were dealt with
appropriately.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 15
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
2.1.9 Business Incident Management
There were 40 reconciliation incidents during June. This is 2 less than that reported in May 2006.
39 reconciliation incidents were within the 5 day response SLT. One incident had the SLA suspended.
There were no 8 hour response SLT incidents.
2.1.10 Engineer Services — Site Visits By Engineer
June has seen a slight overall decrease in the amount of visits by engineers. Calls for Base Units, Pin Pads and Screens have realised a gradual
decrease whilst the number of visits for Ithacas has increased again slightly.
Work continues to reduce the Counter Printer volume. By close of business on Friday 14" July, Fujitsu FMS will be in receipt of 10,000 labels;
which will be distributed to engineers. These labels will be applied to the counter printer covers and give guidance on fault resolution prior to
logging of calls.
Additional work continues around the replacement of Ithacas with the Epson. Fujitsu will have identified the top 20 failing sites by midday on
Friday 14" July and it is anticipated that a further 100 Epson printers will be available for these Branches with a view to replacement of Ithacas on
these sites before the end of July.
A full estate roll out of the Epson is awaiting approval from Post Office Ltd. Fujitsu expects that in the event of a full roll out the Counter Printer
call volume would decrease by approximately 100 calls per week.
New base-lining of Pin Pads is currently under test within Fujitsu LST with a positive outcome expected, resulting in base-lined Pin Pads being
available for the estate during August.
2.1.11 Security Services
Automated Key Refresh
An average of 21 branches a day were selected for key refresh, while the key refresh algorithm was turned on for this month resulting in a total of
632 branches being targeted for refresh. The key refresh algorithm is now permanently turned on, and will be continually monitored.
Page 16
© 2006 Fujitsu Services
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
Manual Key Refresh
The new TK key for the NBX servers in Wigan and Bootle were extracted and installed on to the servers during June.
Key Management Administration
A successful Campus Failover test took place during the weekend of 17th/18th June
There were no major key management issues this month.
Audit Retrieval Queries (Litigation Support)
Received this YTD Contract Received YTD Outstanding
month
67 180 179 0
Query Days this YTD Contract Received YTD
month
1448 3750 3721
Banking Record Queries
Received this YTD Contract Received YTD Outstanding
month
8 25 16 0
Witness statements 5 Witness statements YTD 19
provided this month
Days in court this month 0 Days in court YTD 2.5
Current Month and Forthcoming Court Commitments
Outlet 2.1.1 DATE Court location Comments
Wrose 31 Jul 06 Bradford Crown Witness required
Court
Page 17
© 2006 Fujitsu Services
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
Updates to Previous Months Prosecutions
Outlet
Comments
H GRO
GRO
2.1.12 PostShops
June
Week Week Week
31/05 - 07/06- 14/06 -
06/06 13/06 20/06
Week
21/06 -
27/06
Week
28/06 -
30/06
Monthly
Totals
Number of calls
received
31
Number of calls
resolved in 8 hours
27
Number of calls
resolved in next
day
Number of
Hardware faults
Number of
software faults
17
Number of
outstanding calls
2 of the outstanding calls are for faults on the PSTN line. The PostMasters have been contacted and asked to log faults with BT. IMT are in regular
contact with the PMs to obtain updates on progress.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 18
Fujitsu Services SERVICE REVIEW
Date: 14/07/06
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3. JUNE VOLUMETRICS
3.0 OPERATIONAL BRANCH & COUNTER VOLUMES
Number of Branches / Counters
Forecast Live Counters
39,000
36,000
33,000
30,000 =
GB Actual Live Branches
27,000 GB Actual Live Counters
24,000 ——Forecast Live Branches
21,000
18,000
15,000
12,000
9,000
6,000
3,000
0
Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 Jul-06 Aug-06 Sep-06
Sep-05 Oct-05 Nov-05. Dec-05 Jan-06 Feb-06 Mar-06_ Apr-06 May-06 Jun-06 Jul-06 Aug-06 Sep-06
Actual Live Branches. 14347 14317, 14303 14287 14276 14256 14241 14216 14196 14172
[Actual Live Counters 35204 35188 35195, 35189 35205 35201 35191 35145 35098 35062
Forecast Live Branches 14412 14397 14382 14372 14357 14342 14327 14312 14297 14282 14267 14252 14237
Forecast Live Counters 35108 35093, 35078, 35068 35053, 35038, 35023 35008, 34993 34978 34963 34948, 34933
Please note that forecast figures are being updated and are likely to change for future months.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE
Page 19
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
3.1 VITAL STATISTICS
3.1.1 Vital Statistics — Network Banking
June 06 To Date
Balance Enquiries 1,689,605 58,872,510
Bureau Credit Transactions 15,764 44,514
Bureau Credit Value £4,867,784 £13,488,810
Bureau Debit Transactions 116,110 327,764
Bureau Debit Value £34.317,364 £95.270,347
Cash Deposit Transactions 697,355 15,540,575
Cash Deposit Total Value £363,984.889 £5.157.474,134
Cheque Deposit Transactions 44 358 1,092,053
Cheque Deposit Total Value £15,935 836 £435 088 782
I_Cash Withdrawal Transactions 10 430.321 270 830 172
Cash Withdrawal Total Value. £1063 376 139 £26 207 104 432
I Withdrawal to Limit Transactions 40.023.187 499 943 676
I Withdrawal to Limit Total Value £1294 976 746. £24 461 373.044
Sales-Debit Refund-Transactions 287 19.669.
Sal, Debit Rof ad Total Val £24 264 £3405 898
Sales-DebitP. +T +i 2.652.008 62-244.318
Sales Debit Payment Fetal Valu £490-327-345 £3-980-808409
I Sates-Gredit Paymenttransactions 220-475 503-545
I Sates-Gredit Payment -vattre £6567 447 £44847, 636
I -Sates-Crecit Refuncttransactions 6: +8:
Sates Credit Refund -vatue L£O44F £47347
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 20
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3.1.2. VITAL STATISTICS - NETWORK BANKING TRANSACTIONS BY BANK (CURRENT MONTH)
Bank Transaction Volume Transaction Value
Alliance & Leicester pic 1,626,488 £429 464,208
Card account at Post Office 17,731,634 £2,033,962,431
Streamline (Online Debit Card) 3,004,726 £236,109,961
LINK
Abbey National PLC 65,467 £3,259,694
Bank of Ireland 28,575 £5,124,461
Bank of Ireland Instant Saver 973 £352,263
Barclays Bank Plc 903,074 £66,857 ,703
Clydesdale Bank Plc 116,329 £10,789,532
First Trust Bank 777 £66,547
HBoS 83,154 £4,779,126
HSBC Bank Plc 24,850 £1,743,589
Lloyds TSB 1,305,869 £82,213,721
Nationwide Building Society 197,944 £10,404 ,435
NatWest 133,469 £6,097,717
Northern Bank Ltd 8,819 £447,433
NS&l 250,084 £37,498,918
Post Office Financial Services 20,474 £6,486,579
Royal Bank of Scotland 43,305 £2,061,245
Smile 33,317 £5,003,046
‘The Co-operative Bank 219,716 £23,322 324
Ulster Bank Ltd 664 £53,408
Yorkshire Bank Plc 99,037 £5,285,231
LINK TOTAL 808,885 £86,255,901
GRAND TOTAL 23,171,733 £2,785,792,500
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 21
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3.1.3. Vital Statistics - ETU Transactions
‘Summary June06 Totalsto Date
I TransactionVolume. 1,604 880 45 024,704
[FransactiorWaiue- £43,494;333- £372,633,644
IDetailshylssuerScheme TrangactionV/olume. TransactionV/alue
[SGUKLtd Gash Gredit 28,699- £224-466-
[SGUKLtdEverything\dd-On 3980 ETS. GOO
I3GUKL td Talkand Text 4742 £118,550
SGUK Ltd FextAddOn- 2434 £44-405-
[Carphone Warehouse Mobileworid 4,702 £AG,745
[Fresh Mobile E-Voucher 3.224 200
LM8.SMobileFop-up Voucher 456. £7445.
[NapsterTracks Music Voucher oF AS .0)
INapsterUnlimitedViusicVoucher 32 745
LOZ PAY &.GO- 746.044 fet 4190
[O02 Top-UpVoucher 73,36 £787,925
OrangeE-Voucher 50,932 £379,595,
LOrangepay-as-you-go- 343,005 £2.689.610.
[Orange TatkExtraseeE-Vouctie 4s £720
Orange TextExtra150E-Vouche 60 480
LOrangeTextExtral50.E-Voucher- 429. 645.
[Orange TextExtra400E-Vouche 56 672
OrangeTextExtra50 E-Voucher 107 428
LOrangeWorld4MIBE-Voucher 48. £72
IPostOfficeRec ColteagueCard 4494 HHS
PostOfficeRechargeabl&ard 409 £4885
(Talk Talk MobileE-Voucher 87 1730
[talkXtre 3,675 £34,596
TescoMobilePayas youGo T3,91T ETOY,400
UTescoMohileTop-upVoucher 2496 £20,315
TEPRIePayasyougo TEONIMERCIAL-IN-CONFIDENGE 033.420
T-MobileTop-UpVoucher 75,590 £517,095
Page 22
Fujitsu Services
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
3.1.4 Vital Statistics - General Transactions
source systems to TIP
June 2005 25,976,266 1 190,009,058 2,078,448 23,279,596 1,474,354
July 2005 25,022,191 N/A 182,589,632 2,069,931 22,226,471 1,468,755
August 2005 26,705,444 N/A 193,006,661 2,174,677 24,638,540 1,597,895
September 2005 25,976,618 N/A 186,567,173 2,278,662 22,970,773 1,565,092
October 2005 26,497,868 N/A 186,838,982 2,426,611 23,225,056 1,528,801
November 2005 26,423,868 N/A 195,520,416 2,610,067 24,090,481 1,544,262
December 2005 24,858,799 N/A 226,656,265 3,361,185 27,124,957 1,559,134
January 2006 26,040,782 N/A 207,579,498 2,553,452 25,376,467 1,507,068
February 2006 24,245,422 N/A 213,697,193 2,567,011 23,764,338 1,457,022
March 2006 27,230,402 N/A 245,958,494 3,066,487 26,607,414 1,659,329
April 2006 25,091,390 N/A 218,386,034 2,704,275 25,066,191 1.459.696
May 2006 28,300,818 N/A 236,661,304 2,721,656 27,193,670 1,589,933
June 2006 27,175,405 N/A 227,911,286 2,652,295 25,898,745 1,604,880
Other Network Banking Transactions include: Balance Enquiries, Change PIN, Deposits (Cash & Cheque) and Withdrawals (Cash & “to Limit”).
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 23
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2 HQRdZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES
46,000
14,000 r
=a
el
12,00 + == i sat =— I
10,000 a I
oe 2 I
5 nea I
& 8,000 I ] I I
s ps4 I
2 6,000 i j I I I I
I I I I I I
4,000 I I I I I I I
I k } I I I Ls ‘
2,000 ) I I / = t : t 4 ‘
0 I
Jun-05 — JuKOS—Aug05 — Sep-05 Oct-05 Nov-05 = Dec-05Jan-06 = Feb-06 = Mar-06 = Apr-06. = May-06 = Jun-06
Month
mam Change lms Environmental (== Hardware (ls Inappropriate
fmm NBSC Referral mmm Network mmm ReferenceData mame Security
(> Software (== Other Queries (a Businessincident (mmm One Shot Passwords
Monthly Call Limit 6-monthmovingaverage
[ans as FOS] Se p05] Octos. 05 Dp Jaryos —Feal Wardol _~ pros I Ma 06] Jun
Bisfhessincident 1 40 ra lo
ge. ao 0 T T 4
Environmental 204 53. a 154 139 183. 136 44 44 3. 4
pprarate 4483 — fit fs“ 50 CS 8 ies —
[-—— ee etaral 4. 160 133 470 153 434 118. 10: 424 94
Nebande Dana jose aha 71480, “5A 42% 4274 aod “dos EET st 5a
sheedirie a
abi lida asd T z z T 7 a
“One set Passwords 26. 0s. 15: 56 T 13 2d a4 ETS 170 30
‘Soha 794 at 40 7 naka and 2s 2 TON =F og 9;
Total Calls. 14501. 12867 13368. Aj 13616 1521) 13105. 13342. 13039 15324 $4500 ATi64 Ai
ee verago—I 14501} 43684143570 4 e 438: 43¢0¢-I426¢5_I_ 126201 42044 438 44214
ja
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 24
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2 HORIZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES (CONT’D)
Jun-05 Jul-05 Aug-0} Sep-05 Octjos Noy-05 Deg-05 Jgn-06 ‘eb-06 Mar-06 Apr-06 May-06 Jun-06
Business Incident ie) 0 1 0 0 10 0 p i) 0 2 0
Change 3 0 i} 2 i) 1 1 p i} 0 O i)
Environmental 204 153 188 154 139 183 136 117 118 1B3 0 i} 173
Hardware 7433 6848 6907 7210 7112 8088 7237 7274 6796 8956 9085 19609 8906
Inappropriate helpdesk 1496 150 1346 1217 1910 1745 1313 1551) 1238 1489 1$58 454 1271
NBSC Referral 74 60 71 75 133 170 153 13 116 1p8 05 124 94
Network 4184 959 2109 2220 1480 1565 1232 1274 1824 1408 1$75 161 1581
Other queries Te TT TST TOE 216 GT 5, i] Ki ) ES 249 400
[Reference Date t c t t t c t c i} 1
" 4 + 8 6
[One Shat Password. 426. 408 452 456. 43 43 429 4 4 abo 20 89 220
Software 791 P368 2407 2228 2468 3048 2652 2574 2424 2887 2$94 068 2977
Syetem-outage-calie-notineluddd 9 9 549. 42 a 4 850 0
Total Calls 14501 12867 3368 13463 13616 15217 13105 13344 1303B 153P4 14800 14764 15629
16-month moving average 14501 18684 3579 13550 13563 13839 13606 13689 1363) 13984 14138 14562 14983
Average Daily Call Rate 1604 548 557 561 579 634 582 58 59B ons 22 772 651
Working days per month 24 23% 24 24 23% 24 22% 2 ae pS 20% 23 24
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 25
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE, Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
3.2 HORIZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES (CONT’D)
Explanation of Calls removed from Call Volume totals due to System Outages.
Month I description of issue / system outage I [date cdl type cqlls identified
Jul-05 No calls have been removed this month 0
Aug-05 No calls have been removed this month 0
Sep-05 From 13:19 to 14:34 and from 15:34 to 16:41. CAT 1 Switch Wigan Failure 08/09/2005 incident 132
From 09:03 - 10:15. WAN Router 1 Wigan 27/09/2005 417
TOTAL for SEPOS ——— 549
Oct-05 No calls have been removed this month 0
Nov-05__09:25 to 10:45 BAS Router GB_TELHS1-R1-003 Incident 07/11/2005 _N&S 126
10:43 to 11:27 Access contral change on C&W Network 14/11/2005 N&S 127
13:33 to 17:12 BAS Router GB_WAH P03-R10-007 Incident 19/11/2005 N&S 188
72:30 to 13:08 BAS Router GB_KEARO2-R10-00T Incident 29/1172005 N&S 38
TOTAL for NOVUS 479
Dec-05 [-No-catstave-beerrtremoved tis tromttr 0
ler-O6—LN e-h 5 a-thi 4, 0
Feb-06 No Calls -h bi thi th 0
16:50 to 19:20 3 BBPE (BAS Broadband PE) routers at Telehouse,
Mar-06 I GB_TELHS1_R10-004, 005, 006 07/03/2006 NDO1 +/ND14 98
09:32 to 10:45 Total VSAT Network loss due to loss of Hughes router at
Docklands HOT SLIM1 10/03/2006 ND10 +}ND14 8
08:00 to 10:30 KMA service unavailable at start of day due to security kel
upgrade the previous evening. 16/03/2006 N&S 13
TOTAL for MAROS 119
Apr-06 I No calls have been removed this month 0
Majertreident-CAT+ Beote Networct tomb es—Exetude—altNeverk
May-06 Calls from 11:40 to 18:00 Call E.0605020722 OP/O 5/2006 N 850
Jun-06 I No calls have been removed this month 0
2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 26
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
0
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS
12,000
11,000
10,000
9,000 -
8,000
7,000
6,000
5,000
4,000 I
3,000
2,000
1,000 7
No. of Calls
Hardware Calls Poblem ype
Processor fault
Reader fault
Counter printer fault
Back office printer fault
Keyboard fault
Monitor fault
PIN Pad fault
other fault
TOTAL
Processor unllBar Code Read@Counter Printdl Back Office PrinfJiKeyboardll Monitor HPIN Padi Othe:
Julos Aug Sep-05 foot-05 Nov-0! Dec n-06 Feb-06 Mar-0I Apipoe
625 571 29 572 675 60} 83 605 709 547
304 Por 7 z 7 a1 TOT 718
5
4246 447 4h33 387 934 66 28 636 699 546
678 70: 46 812 988 agI 009 849 983 749
7 g 3 7090 3 i) OF 6
3
44 6. “ mn 2 4a 4
6848 690 710 7112 8088 72; 272 6798 8956 gobs
*All the graphs and tables within this section show all calls logged and do not include any call exclusions.
June has realised a decrease in incoming call
volumes back to the levels of March & April.
In the main all hardware volumes remain
consistent with the exception of Pin Pads. This
decrease can be attributed to a greater
emphasis by HSD on the re-initialising of Pin
Pads prior to requesting an engineer visit.
May-08
May-06
740
424
3898
649
848
835
3182
33
10609
un-08
Jun-06
686
470
3931
786
815
788
1407
8906
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 27
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3.2.1 LOGGED CALL PROFILES —- INCREASED CALL VOLUME ANALYSIS (CONT’D)
Software Calls by Problem Type
4,000
3,000
° =
rj
2,000
Zz
1,000
0 : + cae ‘ :
Jul0s ‘Aug-05 ep-05 octos Nov.05 Dees Jan-06 Feb-08 Mar-06 Apr-06
system error message GBlue screen Mikey refresh - Update security @ifystem freeze/ "System busy? msg
POLO Support System slow / system delay WReported sofware error
Julos I Aug-q5__Seq-05 t-05 _Pov-05 I Dec-04 _Jan-p6 _Fep-06 _Nar-06 I Apr-06
System error message 350 399] 346 76 478 463 43 Spo 770 558
Blue screen Tex Te" 145 ©: Ue Tas T pS y
Key refresh - Update security data id
System freeze/ "System busy” msg 4173 I 116 293 oie I song I ssi6 24. ad 444 29:
POLO Support 308 341 348 01 309 244 26: 2p1 288 233
System slow / system delay 47 64 p 04 286 149 ED 4 96 56
Reported software error 196 242] 294 67 384 373 50 ape 546 521
TOTAL 1-3 iu 7 Pret re" so a7 OTe sor
*All the graphs and tables within this section show all calls logged and do not include any call exclusions.
Decreased volumes in June as CNIM problems
were identified and fixes applied during the
last week of the month. Further reductions are
expected moving forward.
May-06 Jun-08
May-06 Jun-06
718 742
63 58
145 158
1358 1234
281 280
88 79
472 429
3125 2977
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 28
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version:
0
3.2.1 LOGGED CALL PROFILES —- INCREASED CALL VOLUME ANALYSIS (CONT’D)
1401
1201
100!
System Freezes Fixed by Reboot - Cause analysis
801
601
40
201
Jun-05 Jul-05 Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06
Receipt / label printing GReport printing Report previewing
[Transaction processing BRiposte login (POLO process
Admin / cash account Tivoli event (Reboot not required
System Freezes Juh-05 ul-05 ug-05 I Sep-05] Oct-0h NovJoS Def-05 Jhn-06 [Feb-o6 I Mar-o6] Apr-
Receipt / label printing 0 53 49 70 79 a 2 76 63 Ga 89
Report printing rv 7 7 7 ro 19 cy 7 3E
Report previewing t 4 sa r t t
Transaction processing
Riposte login 423 a: 4 EGE
POLO process 1 424 423 93 400 5 7 53 33 35 38
Admin / cash account 4 81 42 29 60 41 4 34 66 32 29
Tivoli event ir 3 9 3 2 3 3 3 4 7
REBOOT sub-total 1768 084 1008 873 913 14 ci 837 947 1021 923
[Repeer ror renrecr 7 BE Tor 120 TOs 17 1 ros TO 120 3
1 si
*All the graphs and tables within this section show all calls logged and do not include any call exclusions.
Jun-06
May-06 — Jun-06
217 204
45 37
87 51
769 729
65 82
40 29
37 42
3 6
1233 1150
125 81
1358 1231
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 29
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES
*All the graphs and tables within this section show all calls logged and do not include any call exclusions.
There were a total of 1581 incidents logged at the HSD reflecting a stable month with good branch, central and FI connectivity. The BT confirmed
fault volumes remained consistent across the 3 branch service types. The average banking authorisation times also returned to a stable service with a
0.31s average on the ADSL network.
There was only one notable incident in which I of the 23 live BAS routers (GB_BMGV02-R10-003) reloaded itself causing a 10min outage to 586
branches. The log files were collected and passed to Cisco support who confirmed that this fault was in line with the characteristics of the router.
The overall availability of the ADSL network continues to exceed the design target.
There was a slight increase in the number of incidents that were open for 120+ hours which is the result of longer monitoring of intermittent faults.
Next month’s SRB will include the new call enquiry matrix coding for ADSL IPStream and Backup Network incidents.
Page 30
© 2006 Fujitsu Services
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
*The new CEM was started on the 01/07/05
Jun-06
Network Calls by "ND" Problem Type
3,300 Tes, s s Se Se ee oo es CS
2,750 + oe oe
2,200
2
8
S 1,650 = =< SS
E Ez _
1,100 a rn L
550 I — — - —
0 :
Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06
(Withdrawn old ND codes ®ADSL online services unavailable (NDO1) ®ISDN online services unavailable (NDO2)
BVSAT online services unavailable (ND10) Disconnected Node (NDO6) @ Online transaction unavailable (ND14)
ND CALLS by Problem Type [_Sep-05]_ _ Oct-05] _Nov- __ de I Feb-ob — Mar-OB Apr-OB_ May-o_ Ji
Withdrawn old ND codes
ADSL online services unavailable (NDO1) 1137 832 1243 844 828 938 1053 893) 150 1134
ISDN online services unavailable (NDO2) 247 132 157 111 132 122 145 108 186) 134
VSAT online services unavailable (ND10) 39 73 78 1 59 16 37 22 76 17)
Disconnected Node (ND06) 153 160 188 157 167 161 195 155] 160) 184
Online transaction unavailable (ND14) 1193 283 199 109 88 587 203 197] 103; 119
Rana OAC In I 2769 I 1480I ‘tee5[ t2s2/ tara] 7 x EG Gs
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 31
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
[ADSL OnlineServicesCalls-CauseAnalysis Sep05 E05 _Nq-05 Dec$SJan-06] Feb-06 06 Maypoo Ju
ADSL servicefault (C34) 55 45 is 29) 44 28 34 i 3 21
ADSL majorincident(C37) 155 3 20) 4 2. 9 5. 5 5
ISoftwareerror/ reboot(C36) 394 7 B7 I +7 S78 6 404 $36
[Undeterminedrault (CG4) 267 I 180 a ES 282 3 304
‘Subtotal 871 558 g 61 572 653 7m 25 87] 660
PSTNline fault (C35) 27 24 2 At 45. 58 43.
[Nofauttfound+usererortGRsy +7 ++ +7 +9 7 T
juplicatecall or other Causes. 2 s To 7 Bo) a 70 W
TOTAL Tia? [832144 828 38 [1129 Sopot
ISDN Online ServicesCalls- Cause Analysis, Sep-05 N Bee-$s—s Feb-6—JMei Apr Mey) J
ISDNservicefautt (C31) 81 a bx) BT o
[Majorincident (C38) 2 2 7 0 0 0 0 7 0
ISoftwareerror/ reboot(C36) 67 20 1 24 22 3 4 5 39
a 52 29 a mn 23 24 2. 23
obtotat 20; {07 so ‘ tH 106 126 + 35
No Taultfound/ user error (CRA) Ks uJ o us) TT TT ty 2
[Duplicatecall or other causes. 1 10 6 5 5 3 11 3 1 19
TOTAL 247 132. 4B 414 13 122. 150. 108. 186. 136.
IVSATOnlineServicesCalls- CauseAnalysis SEpoy EOS Nq-05_Decgs _Jan-06] Feb00_IMar-0o 0 Maypoo_ Ju
VSAT servicefault (CGS) 3 0 5 3 3 0 3 5 q 2
IMaiorincident(C30) 25 £8 3 O x 0 43 10. 3 O
ren Ke8ey 4
OMCRTET TUES CST y 7 * s iy ‘
‘Subtotal 35 71 9 9 ci 8 ES 7 8
No fault found/ usererror(CR4) 4 2 1 1 0 6 3 7
oie o 0 4 42 4 2 2 of
TOTAL $e tt e 16 “te +7
ND14Online Transaction- Cause Analysis Sep-05 Oct-05 _Nov-05 _Dec-05 _Jan-06__Feb-06 _Mar-06__Apr-06 __ May-06 _Jun-06
Gafiereiitror}qeboot (C36) 63 41 CGQIMERGIAL-INSCONFIBENCE 15 a 26 21 Page 32
Online transactionMaiorIncident(C40) 954 139 47 23 31 541 137 144 919 11
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
C&W and BT- Branch ADSL Datastream MTBF
“NnO5 Wu-08 AUGO5 SeP-E5 Oct05 Nov D4C-05 JenG6 Feb-OF Mar08 Apros
08
ADSL Datastream MTBF (years)
#3 Month Rolling Average of ADSL MTBF (years)
C&W and BT - Branch ISDN2 (inc. BNR) MTBF
‘I +. Fe Bg a
‘nS WOE AUGDS S605 O8t05 Nove D405 JanO8 Fab-OF Narob APOE Nay: ump
‘ISDN? (inc, BNR) MTBF (years)
‘#3 Month Rolling Average of ISDN2 MTBF (years)
C&W and Hughes - Branch VSAT MTBF
Jun0S JuLOS Aug. Sep. OetO5 Now Oee- Jan-O8 Feb Mar Apr-08
0805 805 0 06
VSAT MTBF (years)
‘#3 Month Rolling Average of VSAT MTBF (years)
Jun-05_ Jul-05- Aug-05 Sep-0! Oct- Nov-ps Deq-05 Jqn-06 jeb-06 tar-06 Apr-06 May-06 Jun-06
ADSL Datastream MTBF (years) 67.67 23.73 24.71 38.55, 26.8 29. 32431 BEY 59.80 34.42, 33.04 27.81 35.48
J Month Rolling Average of ADSL MTBF (years) W532 ECaE) e709 25.00 300. ET 2OIe7 3pae Tat FEOT aaaD a6 32.41
TSDNZ (inc. BNR) MTBF (years) oS a0t T ToS 736) Ly KR: Cee OF 8.12
[S WOM ROM AVETETS OT TSUN MTBF (years) 7. cr) TAT TT Ur 7 o UF Tr ae cas) 5.94
over = ~ > 375
crea 7 251
C&W and BT- Branch ADSL Datastream MTFR C&W and BT - Branch ISDN2 (inc. BNR) MTFR C&W and Hughes - Branch VSAT MTFR
« « «
Ey Ey 6 rs
Pa 7 ue
Eo 3x So a a
1% ry 15 50 t 7o-
Jin8 Ju08 AupOS SepO8 OctOS NOVD8 O06-05 JanO6 FebOS Naros Apr8 May WunGS WHOS Aug.05 $4p-95 Oct05 Nov-0S 080-05 Jan06 Feb-OS Maré Apr-O8 May: nOS JWkOE AupeQb Gop-08 Oct08 Nov-0S DecOS lange Feb08 Merde ApCOE Mays
“ADSL Datastream MTFR (hours) ‘@ ISDN2 (inc. BNR) MTFR (hours) ‘@ VSAT MTFR (hours)
+5 Month Roling Average of ADSL MTFR hous) 4-3 Month Roling Average of ISDN2 MTR (hours) 43 Month Roling Average of VSAT MTER (hous)
Sunt gals agg Sop Eas SON Novos bs amos ree nara pros hrayos I Janos
ADSL Datastream MTFR (hours) 08 _ fi 19.50 1033 20. 1g.a1 15.58 1 1541 1201 08 1867
sifonh aaling sone of ADSL rt hous ia ‘i eR RICE ENS i a a ELIS ENO Ee EVO LCn Ee
TSON2 (ne. BNA) MTFR (how's) 1087 14.63 1456 16.23 153 7 ‘els ‘thio s.10 921 1301 1260 1478
/3 Month Rolling Average of ISON2 MTFR (hours) 11.58 12.59 13.35. 15.14 15.33 16.47 47}04 1.34 13.28 10.17 10.44 11.94 13.79
VSAT MTFR (hours) 35.30 75.30 2400 16.97 zfs apo 2p5 Ta5T 2078 3478 3483
Month Rolling Average of VSAT MIFR (hours) 2090 ZEST 2B20 FEO TOs Tee Tp Tae Daa 2556 33.13
COMMERCIAL-IN-CONFIDENCE Page 33
© 2006 Fujitsu Services
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06. Version: 1.0
3.2.2 ONLI ETWORK SERVICES (CONT’D)
C&W and BT - Branch ADSL Datastream Incident Causes
200 2%8
i
180 —_ a
2 g
3160 _ —# Ls s
3 oS ee ae = : oy 19638
e . ee 4 = r g
= _ s 5 = 2
3120 7 a = Sg 1 2
zg 8
2 3
2 80 bd
z
60 2
40 q
oe A ie A el) et iL Se ee)
“Actual faults as % of ADSL POs Total incidents logged as % of ADSL POs #3 Month Rolling Average of Total All Faults
‘Jun-05 ‘Jul-0! ‘Aub-05 [Sep-05 ‘Oct-05, Nov-0] Deb-05 Jan-06 Feb-06 Mart j-06 May-0
4 3
‘Actual faults as % of ADSL POS 012% 0.35' 0.44% 0.22 31% 026 O.FO% 0.26% 014% 0. 5% 0.30%
id ;
;
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 34
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLIN
NETWORK SERVICES (CONT’D)
C&W and BT - Branch ISDN2 (inc. BNR) Incident Causes
Z
‘eo %
: I
160 = aug
= Same z = a ‘ a i
2 &
2120 a
& — ———— rr — — — — _ —— — — — —— — 2
E
3100 ee : fa
3 —4 o% 5
2 80 &
3 nd
40 “I fl 256
7 3
i. id id i ha I Oa Wa ds
F il Hie: fea tee I L i I iE : ii ee ie
suns i058 SC Sep ~*«CWGS~*«CNovd Ie OS Nand Feb CMard AB Mayo ngs
4-3 Month Rolling Average of Total All Faults
‘Jun05) JULOS ‘Aug-05] Sep. Oct ps Nqi-05 fec-05 Jan-06 Feb-08 Mar-06 ‘Apro6) May-06) Jun-06
Caller 1D not enabled 0 0 0 o q 0 0 0 0 0 o °
Not in Closed User Group o 7 v v 7 g g o 7 7 7 °
OATES v Tv Tv Tv 7 v v v T Tv Tv °
mr rr 7m ‘ ‘ “rer 10
26
16
L mn o o a o A o o a. a. a. °
tual faults at ISON2 PQs total 14 106 6 6 A 4 93 62
Actual faults as % of ISON2 POs 2.10%. 2.08% 460% 4.87: 4.64% 207% 55% 4.80% 4.58% 214%. 4.25% 2.75% 1.03%
General maintenance 0 0 0 0 ti 0 0 0 0 oO oO °
Customer equipment ° 18 1 7 a 7 3 8 6 5 4 3
No fault found/Right when tested 7 2 37 33 2 3 36 14 7 2 78 7 18
Tota A Faun Ter 17 wr) TS wT sy 10: v e TOS 5 13 73
[Soro reo TREE TOTTI 7 r Tat r mr n TOs wt 84
1.44%
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 35
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
C&W and Hughes - Branch VSAT Incident Causes
ial I
12) x I 20%
=I . we «= «6
B10 s
3 = =
3 = — I = I = }10% 2
8 ~ = = S = 3
oe + + —— i a I
2 _ 4 {oe
& “ : I 8
g i I 0% a
FH i t &
5 ; je
2 ‘ $
- 3
: 10%
iy
I my 15%
i * 20%
Jun-08 sulos Aug-08 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Mar.06 ‘Apr-08 May-08 Jun-06
[EEE Personal earth station EE Dish Hub General maintenance ==Vcustomer equipment
EE No fault found ‘A Actual faults as % of VSAT POs Total incidents logged as % of VSAT POE 3 Month Rolling Average of Total All Faults
Jun-05_ Jul-05 Aug-G5 Sep-05 et-05 Nov-05. Dec-05 Jan-06} Feb-p6 Mgr-06 fApr-06 May-06 Ju
Personal earth station 7 7 2 ° 2 7 2 0 3 8 :
UE v 7 7 v v v v °
° ‘
Actual fa 8 :
Its as % of VSAT PO: 0.87% 434% 0 ac 00% 40: 40! 140% I 00h aha bs 55% 5.80% 2:
General maintenance o 0 ° 0 o 0 0 0 i ° ‘
Customer equipment 1 1 0 0 2 1 0 0 1 3
No fault found z 7 7 5 z z z z z o
Tore 7 "
"
hotal incidents lagged as % af USAT BO. et 470% 3 dace not 4.00: 4.00% Ai sachs 2 04 7.97% 5
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 36
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
These graphs show how C&W ADSL customers are outperforming the BT Wholesale ADSL average for the Ofcom key performance indicators.
The data provided by BT Wholesale covers all C&W ADSL customers although Post Office is the largest customer. The data is offset by I month due to BT
Wholesale reporting timescales.
ADSL Actual Faults cleared within 40 hours ADSL Actual Faults cleared within 40 hours
100% (excluding parked time) 100% (including parked time)
80% e- eee ee See —__. 80%
60% 60% « as — Mee Se
40% a 40% :
20% fe — — 20% I — = —— — =
0% r : : 1 0% + : ; z : 1
Dec05 Jan-06 = Feb-06 = Mar-06. = Apr-06 = May-06 Dec-05 Jan-06 = Feb-06 = Mar-06 = Apr-06 = May-06
C&W Customers, BT Wholesale Average ‘4 BT Wholesale Target C&W Customers # BT Wholesale Average
De6-05 I Jan-06 [Feb-06 Mar06 I Apr0e May-06 Dec-G5_ Jan-0g_ Feb-06I_Mar-06 I Apr06] _ May-06
C&W Customers 83.92% I 91.67% I 89.13% _I 95.54% __$90.08% 41.50% [caw Customers BHP% 74.34% 62.506 70.79% 66.94%] 60.13%
I__ BT Wholesale Average I 76.10% I 92.97% I 91.76% I 91.59% 20% 53% BTIWholesale Average 51.48% 63.01% 50.3546 59.00% 61,80%I 61.10%
[BT Wholesale Target 84: 24: 24: 849 84% 849 BiLWholesale Target None e Noi Nond _Nonel None
ADSL Early Life Failures ADSL Repeat Visits
6% 20%
5% I oo Ce
4% . i = . = 15% rs rr a * & ii
a% + 10% o
2% = = : 2
1% 5% I
(0% o%
Dec-05 an-06 Feb-06 Mar-06 Apr-06 May-06 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06
— C&W Customers, BT Wholesale Average 4 BT Wholesale Target C&W Customers BT Wholesale Average 4 BT Wholesale Target
DECOS aT -0S I FEDS rar A= 08 ray Tarr FREDO] —Wrar-06-I —Apr-06] —Way-06"
7. TB 727% 38% 0: TBO" [CEVTCUSTOMeTS > —833fo 135.267} 13.26%] 15-29%
BT Wholesale Average 487 a a5T% _FBO% —AN FBT BT Wholesale Average T7OB% __T63T THT TE70% 15.31%
© 200 Tate SEAL 00% 4.60% 4.60% 4.60% FEPOM MERCIA L-PN VORP DIRE 189 15% 18% 18% 18% Page 37
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
100%
Online Service Unavailable Calls (From 1/7/05 = NDO1+ND02+ND10+ND14).Actual elapsed time of calls in hours = difference between Call
Opesodate and Call Close date.
80%
SSS OSS =
60%
50%
40%
W%
20%
10%
0%
Jun05 — Jul05.Aug05 Sep-05 Oct-05. Nov-05 Dec 05) Jan 08. Feb06 = Mar-06Apr0S. I May06 = Jun-06
[ (= <24hours m <48hours ™ <72hours © <6hours m@ <120hours @ 120hoursplus I
2: 563.8% — 1271.8 419° 8.1% 4471
2BK% ABI ZBA% -PB% IODAS AVY 174864
311.2% 2.0% 28. 1.4% 9 20% 2616
Oct-05 119-84.8%- 48 3.6% 33-25% 2 24% 14 AA% S.6%- 41320
} Now 173 70.0% 174 10.4% 108 64% 93 5.6% 5 5% i104 62%
45% 20 1.9% 15. 1.4% 18 1.7% 49% =
5AY 31-2: 471.5% 441.39 78 6.99
40% 26 3% 17 HH 1B BH Fh BH 1866
ade BAM B42 _818 22% 98 oh sis 49% 9404
Jor06 +48-80-4% $473 hr —— 34 — Seat 2d 26 + hy 4338.0 406,
* From March 06 calls relating to major incidents that were closed >34 hours later will be adjusted to reflect the duration of the service impact.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 38
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
6.000 .
Date: 14/07/06 Version: 1.0
3.3.1 ENGINEER ON - SITE VISITS
4,000
3,000
2000
No. of Visits
Jun-05 I Jul-o5 I Aug-05 I Sep-o5 I octos I Nov-05 I Dec-05 I Jan-o6 I Feb-06 I Mar-o6 I Apr-o6 I May-06 I Jun-06
Bar code readers 195 200 180 181 252 215 208 223 217 268 201 215 236
Base units 511 495 453 481 460 540 473 412 435 509 393 564 540
Mobile units 54 21 9 21 17 32
Keyboards 527 476 498 528 532 612 580 615 504 614 473 568 563
Ithaca Printers 1831 [I 1712 I 1700 I 1849 I 1862 I 2207 I 2017 I 1814 I 1752 I 2254 I 2109 I 2756 I 2825
Epson printers 81 74 52 44 28 27 14 24 11 15 1 11 13
OK! printers 468 424 427 396 325 334 268 250 236 314 224 279 314
Panasonic printers 3 oO ) 3 4 1 1 1 5 1 1 1 3
Pin Pads 596 524 613 581 560 589 505 712 600 I 1226 I 844 870 734
Screens 481 487 544 584 641 771 505 569 494 596 464 527 487
other items 114 12 15 241 16 17 13 18 33 49 41 43 15
TOTAL 4s07 I 4401 I 4482 I aces I 4680 I 5313 I 4584 I 4602 I 4308 I sass I 47e2 I 5a51 I 5762
Epson to OKI exchanges 76 55 65 40 24 18 39 16 14 12 12 9 12
Average Daily Visit Rate 219 187 187 195 I 199 I 221 204 I 204 196 234 203 I 254 240
Monthly Call Limit 3875 3875 3875 3875 3875 3875 3875 3875 3875 3875 3875 3875 3875
Working days per month 22 «23.5 24 24 23.5 24 (22.5 23 22 25 23.5 23 24
COMMERCIAL-IN-CONFIDENCE Page 39
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
250
3.3.2 GATEWAY REPLACEMENTS
200
150 I = Se — oo = =e — To
eB eee
400 I ae
: I
Jun-05 Jul-OS = Aug-05 Sep-05 Oct-05 Nov05 Dec-05 Jan06 FebO6 Mar06 Apr-06 May-06 Jun06
[= <24hours AB mw <72 m6 m<120 w 120plus
__Number of Gateways replaced by Engineers following call raised by PO Branch
Actual — tea
Elapse
d Time
of call :
in hours <24 hours <48 <72 <96 <120 120plus Total
Jun-05 93 I 41.7% 55 I 24.7% 22 9.9% 13 5.8% 10 4.5% 30 13.5% 223
Jul-05 65 I 35.9% 44 I 24.3% 23 12.7% 16 8.8% 8 44% 25 13.8% 181
Aug-05 48 I 32.9% 40 I 27.4% 17 11.6% 7 4.8% 7 4.8% 27 18.5% 146
Sep-05 63 I 37.5% 36 I 21.4% 28 I 16.7% 11 6.5% 11 6.5% 19 11.3% 168
Oct-05 67 I 41.1% 44 I 27.0% 17 10.4% 14 8.6% 9 5.5% 12 TA% 163
Nov-05 64 I 35.8% 57 I 31.8% 20 11.2% 14 7.8% 8 4.5% 16 8.9% 179
Dec-05 36 I 26.3% 41 29.9% 18 I 13.1% 11 8.0% 8 5.8% 23 16.8% 137
Jan-06 66 I 42.9% 44 I 28.6% 17 11.0% 9 5.8% 6 3.9% 12 78% 154
Feb-06 59 I 36.6% 44 I 27.3% 22 13.7% 14 8.7% 7 4.3% 15 9.3% 161
Mar-06 66 I 39.3% 48 I 28.6% 20 I 11.9% 15 8.9% 3 1.8% 16 9.5% 168
Apr-06 76 I 50.0% 31 20.4% 12 7.9% 8 5.3% 3 2.0% 22 14.5% 152
May-06 96 I 43.0% 52 I 23.3% 18 8.1% 17 7.6% 7 3.1% 33 14.8% 223
Jun-06 98 I 47.6% 56 I 27.2% 21 10.2% 10 4.9% 8 3.9% 13 6.3% 206
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE
Page 40
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
4 JUNE REVIEW OF PROBLEM MANAGEMENT
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS —- SUMMARY
FSStatus = [Num ___I Post Office Ltd = [ Num
: ue Status i
Open 2 Open 2
Monitor § Monitor §
4.1.1 SUMMARY
e As at 30.06.06 there were 7 open problems, of which 0 are Problem Branches
* Nonew problems were opened in June
4.2 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - ON ALERT
- There are no cross domain problems on alert for June.
4.3 KEY CROSS DOMAIN PROBLEM UPDATE
The new RAG status for the key cross domain problems are based on the criteria —
Business Impact BI score Root Cause RC score
High (H) >20 outlets affected Root cause unknown, no progress or no workaround in place
Medium (M) >1 <20 outlets affected Root cause determined, implementation agreed/needs to be agreed or
workaround in place
Low (L) <1 outlet affected Fix implemented and problem being monitored
RAG status = BI score x RC score = (RED = 6-9) (AMBER = 3-6) (GREEN = 1-2)
The differentiator to be applied between a RED & AMBER RAG status score of 6 depends on whether the RC is known and whether a workaround
is in place i.e. if a the score of 6 is derived by a “Root cause unknown, no progress or no workaround in place = RC score of 3” then the RAG will
be red.
If the RC score was derived by “Root cause determined, implementation agreed/needs to be agreed or a workaround in place = RC score of 2 then
the RAG will be amber.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 41
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
4.2. KEY CROSS DOMAIN PROBLEM UPDATE Cont’d
EPAY Exceptions, arising . FS POA have now got this working on our side, but we are NOT 1 3
PM0000678 I from System/Network issues Mike David Wright receiving feeds from EPAY, will need to chase David Wright POL
Stewart to check if there are any issues from EPAY as regards sending this
on 9th June and 27th June file info.
Devlin can make the fix available to Fujitsu Services; 2 6
however the implementation of the change will be ver
PM0000673 New Quantum Cards cannot Tan Andrew Price) complex. ‘The deployment for doing itis still under
be processed Venables : . .
consideration by Senior POA Management.
Suspect problem with BCR 2 4
PM0000659 buffer, unknown quantity of I Kirsty ‘Andrew Price Testing in SV&I starts 31/7. Still on schedule for T20
instances though presumed I Walmsley release to live estate.
extremely low
We have got Pat Carroll of the EDSC to run a copy of the 1 1
Failures on the DC System for Mike MTAS Database at the end of June, Friday 30th, this was
PM0000692 MID/TID causing Socket Stewart Kim Yip _ Isend to Kim Yip as requested. Will await the update from
Kim to close this call.
Following a meeting involving POL, A and L and FJ, to 3 2
discuss the failure caused by A and L doing a
configuration change the following actions were placed
on Fujitsu
1. Pete Thompson to determine how FJ firewalls are
Large numbers of Timeouts . . configured to handle new connections .
PM0000694 experienced on A and L Mike Kimberley 2. PT to examine the validity of changing the policy
Woolgar Yip on the firewalls to stop the connections being
broken
3. PT to check the accuracy of FJ traces.
Kimberley will be putting on database and monitoring the
16 A & Land POL actions from same meeting held on
19th June.
COMMERCIAL-IN-CONFIDENCE Page 42
© 2006 Fujitsu Services
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
There have been 5 occasions I on the 7th April and4onI M 2 2
the 2nd May where customers have paid monies into the
A&L Deposits are NOT in the Post Offices but it has not been credited to the customers
PM0000695 A&L Accounts when Monies Mike Kimberley A&L account. : :
Paid in at POs. Stewart Yip Sue has requested us to provide her with the list of
reversal (E23) transactions for receipt date 02/05/06.
This is being progressed by Rahul Shah.
Mismatch of cash holdings at Release had started on the 18th June and has now been L ! I
some branches between Mike completed and rolled out to "Live" will need to put call
PM0000691 Flexible Planning and Sti Mark Haldane} *
POLFS lewart jon Monitor and then Close
COMMERCIAL-IN-CONFIDENCE Page 43
© 2006 Fujitsu Services
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
5 SCORECARD ACTION PLAN - from June 2006
Service
Post Office Ltd suggestions for improvement from previous
scorecard
Fujitsu Services Response
Business Continuity
Tony Wicks
Issues: None
Comments: No issues with BC Planning during May. No issues
with BC Testing. In addition to providing some realistic
scenarios which will be used for testing POL’s live service team
Major Incident Management processes, the POA BCM has also
agreed to provide support for the testing and attend, if required.
The incident of the 2nd May was discussed at May BC forum.
Whilst on-line services were disrupted, this was not as a result of
alack of BC preparedness. [TV]
Scorecard comments already discussed with POL, in the monthly
meeting.
Release Management
Graham Welsh
Issues: None
Comments: Steady month no issues or concerns to report. [MR]
It has been agreed that the requirements definition of the Scorecard
activity should be deferred until the new Post Office organisation has
been base lined and the new Manager has been appointed and team etc
established.
Management
Information and Service
Review
Pete Thompson
Issues: None
Comments: All data received within timescales and to an
acceptable level. [AJ]
No comments.
Capacity Management
Mik Peach
Issues: None
Comments: Extra reports produced for May. Provided extra
DVLA transactional breakdown details to benefit POL
forecasting. All reports received in a timely manner. [AJ]
The Capacity Management meeting was deferred because of the
system problems on 2™ May, so the meeting will not be held until end
of June. There have been no issues reported and POL require no
comments from us
Data Delivery
Kirsty Walmsley
Issues: None
Comments: All client files delivered within OLA targets. No
issues to report. [SH]
No comments.
Operational Business
Change: Reference data
David Wilcox
Issues: None
Comments: The Reference Data Score Card Score is 5. [Please
note that there is no RDORF Feedback Report, as the close,
efficient and productive working relationship being enjoyed by
Rabia's OBC RDS Team, with Liz Melrose's POA Reference
Data Team at Bracknell, has rendered regular RDORF meetings
No comments.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 44
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
unnecessary]. [RC]
Operational Business
Change: Branch
Tan Venables
Issues: In the short-term, daily reporting arrangements to Post
Office Ltd SEPT improved
Comments: Post Office Ltd is very pleased with Fujitsu
Services performance against their OBC Branch OLA Targets
for May 2006, which were all achieved and surpassed. [David
Anders]
The Engineer On Site report has been reintroduced such that it is again
sent daily before close of play. The “clarify” and “catch-up” reports
are produced daily by Cable & Wireless, these are always forwarded
on to PO Ltd when received, and however there has been a delay with
the Clarify report recently due to a, desk reorganisation within C&W
C&W is addressing this issue in order for daily reports to be re-
instated. FJ OBC also send daily receipt reports to SEPT admin in
Chesterfield.
HSH/Engineers
Paul Gardner/John Casey/
lan Venables
Issues: Review call handling techniques to cover possible
technical terminology and name giving when speaking with the
NBSC.
Comments: Improvements are around the "techie" speak
employed by some HSD advisors (eg, "Node I is out - can you
confirm?" - apparently a live example of the type of question
asked by some advisors). [AB]
The following actions implemented to deal with the raised issue:
1)The call coaching process has been modified to reflect this
comment. 2) General communication sent to the desk regarding
“techie” speak. 3) Specific instruction sent not to use the term “Node”.
4) A review of the training materials will take place.
Problem Management
Mike Stewart
Issues: Identify and pick up on incidents that have been in
Incident Management for a long period of time and bring to
POL's attention, dealing with them appropriately.
Comments: Whilst the score for this month is a 4, FS are very
close to achieving a score of 5. INW]
All comments and issues discussed at the Branch Services ORF,
actions taken by Ian Mills to address.
Reconciliation
Pete Thompson
Issues: None
Comments: No issues to report.
No comments.
Security Issues: None The issues with the security team regarding TESQ seem to have been
Brian Pinder rectified and they are now being directed to the appropriate areas.
Comments: No issues, as far as security is concerned. Graham _I Talks are ongoing regarding how we can improve the overall score
Ward has asked to pass on his thanks for the improvement in the I including a revision of the criteria.
time taken to produce statements and for the fact that 'normal
service! seems to have resumed. [AS]
Networks Issues: We appreciate the recognition of our support teams’ efforts on A&L
Alex Kemp incident which has again highlighted the good working relationship
Comments: The A&L incident that occurred last month was
extremely well managed by Fujitsu. Fujitsu provided expert
advice and support to A&L in managing an incident that was
outside of FS domain, this was over and above what is required.
with Post Office and their suppliers.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 45
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
Specific thanks go to Mark Jarosh for the way in which he
supported POL and A&L. [GB]
Service Improvement
All
Issues: To improve this score, Fujitsu need to drive this activity
forward, suggest that action is taken every 2 weeks for updates
to activities on the register.
Comments: The activity around the CSIP register has lost some
focus across both Fujitsu and POL over the last 2 months. [NW]
Noted and actioned by all relevant teams.
Capacity Management — POL have been asked to comment on the
criteria for scoring spreadsheet, which Dave Chapman presented to
them, in order to improve on this.
Communication
All
Issues: None
Comments: No issues reported for this Scorecard period.
No comments.
Working Together
All
Issues: None
Comments: Good working relationships in place.
No Comments.
Respect and
Commitment
All
Issues: None
Comments: Very satisfied overall.
No Comments.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 46
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
6 JUNE REVIEW OF RELEASE MANAGEMENT
HIGH LEVEL TIMETABLE
RELEASE NT/COMMENTS
Counter upgrade completed on 02/04/06
PINPad upgrade completed on 10/04/06
APOP - Go Live 27/04/06
soo Autorems & NI Cheques at Calthorpe 20/04/06
Autorems & NI Cheques Pilot x 21 Branches 04/05/06
Autorems & NI Cheques Pilot Estate wide 15/05/06
$92 Datacentre completed 17/03/06 - 19/03/06
Counter:
Calthorpe House Live proving 18/04/06 - 19/04/06
Commit Pilot 100 - 19/04/06
Commit Pilot 500 - 21/04/06
Commit Pilot 1000 - 23/04/06
Commit Pilot 1500 - 24/04/06
Commit Pilot 2500 - 25/04/06
Rollout commenced - 28/04/06
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 47
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
T10 Increment 1
Data centre changes 01/04/06 - 02/04/06
Counter committed to Calthorpe for Monday 03/04/06.
Pilot 100 Branches - 09/05/06
Rollout commences - 10/05/06
T10 functionality:
CP4107 (CT/CNN 409) Add country of destination to the smart post T&T message (data centre
change)
CP4110 (CT/CNN 414) AP-ADC Quality function in Smartpost to operated when PAD is
optional and not selected - activation 08/05/06
CP4117 (CT/CNN 410) AP-ADC Add country of destination to the smart post T&T Despatch
Report (Counter) - activation 12/06/06
CP4080 (CT/CNN 393) New Algorithm Condition permissible in Field Validation for the LRT
freedom pass product within ADC (Counter) - activation 22/05/06
CP4180 (CT/CNN 437) Removal of a line on the Despatch Report - activation 12/06/06
IP Stream
IP Stream, Test will be completed by 9/06/06
IP Stream, LST will start on the 12/06/06 and be completed by 29/06/06
Testing, IP Stream sign off will be 30/06/06
Data Centre weekend work will be completed by core by the, 2/07/06
Testing in Calthorpe 4/07/06
Testing in Dearne 5/07/06
ADSL & ISDN migration pilot 7/07/06
Migrate 3,700 from ADSL to IP Stream and ISDN to IP Stream start date 18/07/06 to 18/08/06.
IP Stream migration project will be completed by 31/08/06
6.2 RELEASES COMPLETED DURING THIS PERIOD
¢ None to report
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 48
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7 JUNE SERVICE LEVEL PERFORMANCE
7.1 HORIZON SERVICE DESK......csccsssssssssssssssssnssesussssesnssessunssenssssesnsnesssnnseusnssensnnseusssseonsesessnsseussseeiunseeuisssesinnesensnssesnasesnseesissseesnseeses5O
7.2 ENGINEER SERVICES ......csscssssssssssssssssssnssessssssssssssssnssesssssssunssesssssssnsensusnansussasssunsssinssesisnsnsisssssiunsesssesssunssesusnssesnsasssanseessesessnneeses 52
7.3. DATA DELIVERY SERVICES .......sssssssssssssssssssssssssssssssssessunssssssssssnsnenssesniunssnsisasenssnssesneesunssnsisssnninssnsunsnssssesennssesusesssunsenssineseesesee 53
TA LE SERVICE cocccssssccssssssssssssssssssssssensssnsssssnsssssnssinennnisnssnssnsnnensssausesnasnsnssnnssisesnassnsensnssnssnsennsesensnsnssseseiisesseusssssunsesssnessssneee 57
7.5 NETWORK BANKING SERVICES ........-sccssssssossssvssssvssssnvessesssssensesssnssnseninessisnstonnesninssastiessinesssnnsssiusestiunsesiunssenssseinseeeveseeneesee,60
7.6 SAP HOSTING. v.sccsssssssssssssssnsssessnssessnssessnssessnnsssnnsesnsnneensassesunasensnaneennssensnseeusnesisnaneenssesiunaseusaseenunseesisssseunaeeessnseesnssesunseessaseennseeees 3
7.7 MISCELLANEOUS SERVICES .....sssssssssssssssssssssssssssssnssesssnsssssnssessnssensnssnsunssenssnansusnsnensnsseusnsneussssesunssesisesseunseeeuunseesnasesunseesseseesnseeees 4
7.8 RECONCILIATION / SETTLEMENT REPORT DELIVERY ...cssscssssssssssssssssssnsssssssssnssssensnsseussssssanssesssnsesnsnsnsssseninssesusssssunnessuineseesssee 65
7.9 PLAVAILABILITY ......cccccsssccesssssssssssvsssesnsssisvnssesnessensessnnsesseninssnisnaniunssnisnanissanissestisessisessiuissssnnssiiusestiunsesinnsssnsestinssseseseesssesse,66
7.10 TESQA......
7.11 POSTSHOPS.
7.12 DEBIT CARD SERVICES
7.13 ELECTRONIC TOP-UPS.....0..ccsssssssssssssssssssssssssssnsnsssessnssesnsssnsnssnissnsnanessnunsnsusnsnasssessnnnnnsnnseassnnsssinensnnsseseinsesiesssaunsensinssseeesee 70
8 BRANCH TRADING CAPABILITIES .........c:::sscsssssvosssevsssssesseusvesensnsseusvnssnnsssinsnssnseenennsnsisanausssnnisnentinsnstiissninsessiuesnsnnsssunsssnssnneseeee TL
8.1 NBS TRANACTION TIMES ........ccccssccsssssssssssvessssssssssvssensessenunssnnssnssiinnsnisnsnossansnsnssnisssinsnsniissssinensssisentiasassensnsssnnsssensnssesvesssenseneeT2
8.2 COUNTER AVAILABILITY .....ccccsscsssssesssssssssssssssussssssunsnsnnenssnsssssunsnsnisnsninssniisnsnasnsseninssnssnseninssnasnsnsssessasssssessssunsesssinesseeesee 3B
8.3. BRANCHES WITH ONLINE SERVICES AFFECTED «......:csccssssssssssessssssvssssensssssssssossesssnsssissnssinnnssnsnsenensssssessnnsssiuessseunsentianesseeese 74
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 49
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7.1 HORIZON SERVICE DESK
7.1.1 TELEPHONY
Ref J] Sut I ARL Jun0s _[Jul0S JAug0s [Sep05 _[Oct0S _Nov05 pec0S pan06 _feb06 lard Apro6 _MfayO6 __fund6
Horizon Service Desk
H11 I 80% Fails answered within 30 seconds
H12 I <50 ail to Answer Time <5.0 seconds
secs
H13 I <5% Falls not answered
H3.3 I 100% /oicemail available outside HSD standard 100.0 100.0 100.0 100.0 = 100.0 100.0 100.0 += 100.0 _ 100.0
jours, 2200.0 I
H3.4 I 100% /oicemail calls raised next working day
The above table shows the ACTUAL SLT achieved by the HSD. Due to high call volumes in excess of the 12,875 contractual monthly maximum,
the SLT achievement has been recalculated by Fujitsu and Post Office Ltd, in accordance with Schedule 15 paragraph 4.1.1.
The following results are therefore the contractual achievement against the target:
re Ts Thos puios [augos I sepos] oc neos ecos [vance ] Feo warps pros
H1.4 80% Calls answered within 30 seconds
Q
mia] <s Calls not answered
Q
REVIEW OF TELEPHONY SLT ACHIEVEMEN
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 50
FUJ00152261
FUJ00152261
Fujitsu Services Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7.1.2 CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
Ref [I sit] ARLI Jupos __4ul0S _4ug0s _fepos [octos [Novos I Decos I Jandé] Feb06] Maroq AproB Maypé © Juno6
Horizon Service Desk
H21 I 95% Level 1 Calls resolved within 5 mins
—
H2.2 I <3ming Average Time to resolve Level 1 calls 2 5 733 2 Pr 211 02:11 0: 02:14 (02:11)
3.2 I <10min
Average Time to resolve all Level 2 Calls 4
minutes
H3.1 I 95% Level 2 Calls resolved within 30 mins
Reboot Incident
H41 I <1.0 HSD Authorised Reboot Incidents per Cou!
Position
NIA
REVIEW OF CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
All SLT’s within target
-CONFIDENCE Page 51
© 2006 Fujitsu Services
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
7.2. ENGINEER SERVICES
7.2.1 ENGINEER SERVICES
Ref_] Sut I ARL_ I Wupos Jul Augfs _SepOp _OctOY _Nov0s]I DecdsI Jand6 I Feb06 I Mar06 [Apro6 [May06 [und
‘pill to Resolution (Local)
ei 95% srdware/NetworkPriority A - 4 hours Non-Remedial 0 9 87.9 89.2
a3 94.9 $9.3
m Pr rr
ill to Resolution (Intermediate)
E12 95% rdware/NetworkPriority A - 6 hours Non-Remedial
=
=
E41 50.01% minute On-site Repair
fverage Downtime(Time to Repair)
26.9 28.0 26.2 2 28.8
REVIEW OF ENGINEER SERVICES
During June a significant amount of failures were due to the rise in call volumes, specifically on A priorities and the problems caused by the adverse
weather conditions creating on-line service issues in some geographies.
Plans to address large call volumes are progressing well, specifically actions around Counter Printers as previously mentioned. Further actions will
be identified from Fujitsu's Sense & Respond workshop due to be held on 22/08/06.
Flexible resourcing continues to play a large part in addressing the high call volumes and has resulted in a return to conformance for C Priorities
during June. Additional focus is being applied to A priorities and four daily status reports help in the management of these calls.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 52
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
73 DATA DELIVERY SERVICES
7.3.1 INBOUND
ae a [sun0s ] su0s I Augos I Sepos I octos I Novos I becos I Janoé [I Febos I Mars I Apros I Mayoe I vunoe]
ona I 97% JOBCS Stop List - Day C TT NA I WA I NA I NA I WA I NA I WA I WA I WA I NA I NA] WA
ois I 99% JOBCS Stop List - Day D eT NA I WA I WA I NA I NA I NA I_NA [NA I WA I NA I NA I NA
oid I 100% JOBCS Stop List - Day J XM NA I NA I NA I WA [NA [NA I NA I NA I NA I NA I WA I NA
100.00 as NA oF NA at a2
T001 Transaction Corrections
le Delivery:-
Transaction corrections are received from POL (Chesterfield for processing down to the counters).
REVIEW OF DATA SERVICES INBOUND SLT ACHIEVEMENT
All SLT’s within target.
© 2006 F
tsu Services
COMMERCIAL-IN-CONFIDENCE
Page 53
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
7.3.2 APS - GENERIC
cr
013.1 I 96%
ois2 I 97%
0133 I 98%
0134 I 100%
port I 96.5%
p012 I 97.5%
013 I 085%
po14 I 100%
Inbound APS
Data Delivery - Day B
Data Delivery - Day C
Data Delivery - Day D
Data Delivery - Day J
JOutbound APS.
Data Delivery - Day B
Data Delivery - Day C
Data Delivery - Day D
Data Delivery - Day J
[unos [I Jai05 [I Augos I Sep0s [I oct0s I Novos I Decos I Janos I Feboe I Mavs I Apros I mayos I vunos I
99.64
99.58
99.74
99.72
99.81
99.79
400.00
96.60
99.62
98.59
99.61
99.60
99.74
99.63
99.96
99.59
99.68,
99.70
99.68
99.76
99.74
99.74
99.73
99.83
99.80
99.73
99.81
99.75
99.81
99.80
99.90
99.82
100.00
100.00
100,00
100.00
400.00
100.00
4100.00
100.00
400.00
100.00
100.00
100.00
100.00
99.83
99.35
99.82
99.81
99.89
98.9
99.80
[9625 I
99.94
99.93
99.65
99.95
99.90
99.91
99.98,
99.97
99.98,
100.0
99.90
9.95
REVIEW OF APS GENERIC
100.00
100.0
99.83
98.6
99.92
99.96
99.9
1000
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 54
FUJ00152261
FUJ00152261
Fujitsu Services Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
7.3.3__QUTBOUND
Ref_[ sit J ARL unos [ Jul0s I Augds I Sepos I Octos I Novos I becos I Janoé I Feb06 I Maro6 I Aproe I Mayos I Junoe
ITPS Transaction Data File Delivery
to mis
o21 I 96% File Delivery - Day 8 9 99 99.0 9 5 99 9 a7 8.8
9.8 a3 99 co Q2
D022 I 97% File Delivery - Day C 8 8 8 9 a 8 99.8 99.8 8
99.8 a3 Qt a2 8
023 I 98% File Delivery - Day D 9 99 99 99 99.9 5
a3 Qt a2
Do24 I 100% File Delivery - Day J 99.9 00.0 Crm 999 I 909 Tm) 99.0 00.0 coo I o99 I 990 0
99.9 a3 39.9 Qt 99.9 a2
loBcs Data
031 I 96% File Delivery - Day 8 NA NA WA NA WA WA NA WA NA NA NA NA
a3 NA NA a2
rT
D032 I 97% File Delivery - Day C NA I NA NA NIA NIA NIA NA NA NA NA I NIA NA
a3 NA NA a2
033 I 98% Fite Delivery - Day D WA [NA WA WA WA NA WA NA WA WA [NA WA
Qa NA NA a2
003.4 I 100% File Delivery - Day J NA I__NA NIA NIA NIA NIA NA NIA NIA WA_[_NA NIA
Qs NIA NIA a2
Rer_I tt J ARL unos [ Julo5 I Augos I sepos I octos I Novos I Decos I Janos I Feboe I maro6 I Aproe I Mayos I Junoe
ITPS HR SAP Delivery Contract
96% File Delivery - Day B 100.00
97% File Delivery - Day C 100.0 100.00 100.0
_—
98% File Delivery - Day D 100.00 100.0 100.00 1000 += 100.0» 100.0
100.0 100.0
_— _—— I I
100% Fite Delivery - Day J 100.00 100.0 100.00 100.0 += 100.0 100.0 100.0
100.0 100.0 100.0
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 55
Fujitsu Services
Date: 14/07/06
SERVIC
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version:
0
7.3.3 OUTBOUND (CONT’D)
Ref SLT_T_ARL Juno5 I Julos [ Augds I Sep0s [ Octo I Novos I Decds I Janoé I Feb0s ‘Apros I Mayoé I Junoé
TPS HR SAP Delivery Normal
100% File Delivery 00.00 0.0
50.00
Ref SLT] ARL Juno5 I Julo5 [ Augds I Sepos I Octos I Novos I Decos I Janoé I Feb0s ‘Apro6 I Mayoé I Junoe
IPS POL FS File Delivery
96% File Delivery - Day B
97% File Delivery - Day C
98% File Delivery - Day D
100% File Delivery - Day J
All SLT’s within target.
REVIEW OF DATA SERVICES OUTBOUND SLT ACHIEVEMENT
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 56
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
74 LFSERVICE
7.4.1 BRANCH TO SAPADS
Rf I st] aw Myos I Jur05 I Ju0s I Ags I S05 I 0005 I Nos I Des I Jert6 I Fet0s I Mxos I Anos I Myos I Jute
tet to SAPEDS Data Transfer
DOLLA] 9% Canfirtion cf Pouch Reoeivedat Out -Day A m9 m8 9 re m9 m9 m9 m9 m9 m9 m9 978
2 2 Cs
— — — —
00112) 72% Carfimtioncf Pouch Reosivelet Ott -DayB m9 m9 29 29 m9 m9 m9 m9 69 69 m9 6D oA9
bo EE
DOW 100% I Confirmation of Pouch Received Ontiet - Day! m0.0607mMm0 «COC mo mosCiatosisCitsit?D ss d/o «=O CO 1H
——__— eee es
0O121) 9% Details of SAPADS Pouch Collected fraOtlet - Day A, a9 29 a9 99 29 99 9 99 1000
_ a a
D422) 97.2% Details of SAPADS Pouch Collected fromOntiet - Day B 99 29 a9 a9 9 a9 a9 1000
DO123} 100% Details of SAPADS Pouch Calected fro Otlet - Day I mo 100
00431] BAHN Deity Cashon Hard Details - Day A
All SLT’s within target.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 57
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7.4.1 BRANCH TO SAPADS (Cont'd)
rf I st] aw Mey0s I Juas I 0u0s I Aug I Senos I cnins I Novos I Decos I eros I Fetos I eros I Anos I Myos I Juno
[Outlet to SAPADS Data Transfer
D141] 8% eekly Stamps /Stockon Hard and Invertory ters Details - Na I NA I NA I NA I NA [I NA I_NA I NA [_NA I _NA
Vechescey Target NA at NA ai NA @ NA
co142] 9% Véekty Sarrps/ Stock on Herd and InertoryIterrs Details - NA I NA [ NA I NA I NA [ NA I NA I NA [ NA I NA
Thursday Target NA a NA ai NA @ NA
00143] 96% \telty Starrps Stock on Herd and Inventory Iterrs Details - Friday Na I NA I NA I NA I NA [ NA I NA I NA [_NA I NA
Tarot NA a NA ai NA @ NA
Dot44] 100% V\éety Sarrps / Stock on Herd and Inventory Iterrs Details - rc NA I NA [ NA I NA I NA [ NA I NA I NA [ NA I NA
Thurscay Target NA CJ NA Qt NA @ NA
All SLT’s within target.
The figures are shown as N/A due the removal of these targets.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 58
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
7.4.2 SAPADS TO BRANCH
Ref sT DRL
ISAPADS to Outlets Data Transfer
0211} 9% [Delivery of SAPADS Planned Orders to Outlets - Sam Target
0212] %% Dajivery of SAPADS armed Orders to Outlets 12pm Target
0221} 97% [Delivery of SAPADS Advice Notes to Outlets - 08:00 on Day C
REVIEW OF LFS PERFORMANCE
All SLT’s within target.
© 2006 Fujitsu Ser
COMMERCIAL-IN-CONFIDENCE
Page 59
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
715 NETWORK BANKING SERVICES
7.5.1 REQUEST & AUTHORISATION TIMES
Ref I sit] age unos I sutos I Augod sends odtos fovos _[pecos I Janos] _ Febi alos pros.
Fixed Connections
FIO Average time in secs to receive Counter Authorisations [TT “Iz 128 T2T 2 su 0 TET UBT UE THA 0.85
FIO Average time in secs to receive Agents Authorisations 7 0.26
ADSL Connections
FIO ‘Average time in secs to receive Counter Authorisations (71) 1.04 4.01 0.99 0.9 obs 84 0.64 0.56 0.5 0.57 0.87
FIO Average time in secs to receive Agents Authorisations 22 028 027 niet obz p22 026 026 22 ab7 0.26
Dialed Connections
FIO Average time in secs to receive Counter Authorisations T 9 3.10
FIO Average time in secs to receive Agents Authorisations (TZ) Bay TIz TIT wa rs aT T3z 730 ws Tp2 0.32
SLT's
Bit] <=4 sels Average Transaction Time using Fixed Connections (T4172)
3 a4 lat a2
B12] <=5 sels Average Transaction Time using ADSL Connections (TI
B13 Average Transaction Time using Dialed Connections (
a2
seconds (fixed) a2
B15] 95% Percentage Transactions (T) not exceeding Lower Thre}
seconds (ADSL) — a —— a2
B16] 95% Percentage Transactions (T) not exceeding Lower Threl 99.9
seconds (dialed) — +—— a2
BIT] 99% Percentage Transactions (T) not exceeding Higher Thr inno tana ooo anon 4A ann sem 8
seconds (fixed) i poe RI a2
— — — —I
B18] 99% Percentage Transactions (T) not exceeding Higher Thr 100.0 100.0 100.0 100.0 100.0 00.0 = 100.0 100.0100.
B19] 99% Percentage Transactions (T) not exceeding Higher Thr F —- = — — -— 7 — — =]
seconds (dialed) aan aan aaa a2
I
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 60
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version
7.5.2 NBS RELIABILITY MEASURES
Ret] Sut] Age funos I sulos [ Augos] Sepqs Ocfos Novos [Decos I Janos] Febop Majo6 —Apro6
End-to-End Reliability
FIO Fixed Connections 1 Top TOP TOUT — TTT ——10}.0 100.0
FIO ADSL Connections 0 100.0
FIO Dialled Connections eo ro 97 Toor rs TH.0 100.0
NBS Reliability
B31] 99% Fixed Connections
B32 99% ADSL Connections 100.0 I —___I yd 100.0
— — a —
B33] 97% Dialed Connections 10.0 w wwu.u
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 61
a2
a2
a2
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
7.5.3. CENTRAL SYSTEMS & NETWORK AVAILABILITY
Ref I_sut_]_ARy Tufos _sfios _Afigos qepos _pctos _flovos _[oecos I Janos I Febos I Maros] Apros] Mayos Jun06 Yparto Date
Central Systems Availability
e221} <3 Number of Core NB System Faults causing NBS unavailability 0 0 0 0 0 0 0 0 0 0 0
in more than 20% of all Branches during NB Core Hours,
2.2.2] <=24 Number of Core NB System Faults causing NBS unavailability
in more than 20% of all Branches during Non NB Core Hours
822.91. soy Availabilty Period aggregate Average
Branch Outage during NB Core Hours
22.4) <=24 Availabilty Period aggregate Average
hours Branch Outage during Non NB Core Hours
Network Availability
82.4.1] 99.05% Central Network Availablity
82.4.2] 99.05% NBE Network Availabilty " NA
nN a3 vA a4 WA wa] 2 NA
REVIEW OF NETWORK BANKING PERFORMANCE
All SLT’s within target.
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 62
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Fujitsu Services
Date: 14/07/06 Version: 1.0
76 SAP HOSTING
Ret ‘StT_]_ARL Junds I Julos I Aug0s I Sep0s I Octos I Novos I Decos I Janos I Feb0s I Maros I Apros I Mayos I Jun0s
ISAP Hosting
CsiOLaio49 I 98.50% Service Availabilty (7.30am to 7.30pm) 700.0 I 1000 I 1000 I 1000 I 998 I 1000 I 1000 I 1000 I 1000 I 1000 I 983 700.0 I 100.0
965 a3 100.0 a4 99.9 Qi 100.0 a2 994
FIO [Service Outages > 10hrs 0.0 ee 0.0 00 I 00 0.0 CO 0.0 0.0 0.0 0.0
0s Qs 0.0 a4 00 Qi ) a2 00
FIO Data Loading by 7.30am 66.0 100.0 I 100.0 98.0 I 1000 I 1000 I 1000 I 100.0 I 1000 I 1000 I 100.0 I 1000 I 1000
54 Qs 99.3 a4 100.0 Qi 100.0 Q2 700.0
Review response times for F-04 and ME22N should be ignored from the perspective of reviewing database performance as these and to a large extent others are
based on the search criteria being input.
“Transaction Perfonrance Funds I TS I Ang05 I Sep0s I Oc0S I NovOS I Dects I Jan0e I Feb0s I Wards I Apr0S I Mays I Junde
F-02 GL Account Posting 67.0 Ex B73 I tara I 1070 I 580 750 745 78.0 B00 30 780 B10
carina F-03 Clear GL Account Wao I tars I see I 00 I 00 I 00 I 00 I 00 I 00 Ly oy 00 00
[__FosPostwithGlearng [reno I 187 I Tear I 12S I
FBO2 Change Document DAO I mao I Wet I me I mao I toro I e20 I a2 I ‘a2 I 170 I aro I e470 I sm0
FB09 Change Line lems “ao I 00 I 00 I 00 I 00 I 00 I 00 I 00 I 00 00 00 00 a0
Target 800m FISE Automatic Clearing ro I tae I sms I 00 I 00 I 00 I 00 I 00 I 00 00 a0 00 00
FBSO Enter G/L Account Docurrent 7730 I 1540 I 140 I 109 I 2000 I 2e0 I 290 I 1700
F570 Enter Customer Invoice 20 I 20 I 20 I sa? I aro I sro I 20 I aa0
NEZN Change Purchase Order BBO I a0 I 5000 I sisa7 I S900 I 47400 I i060 I aeRO
REVIEW OF SAP HOSTING PERFORMANCE
All SLT’s within target.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 63
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
71.7. MISCELLANEOUS SERVICES
7.7.1 BUSINESS INCIDENT MANAGEMENT & DATA RECONCILIATION
Ref I Sut] ARL] Junds I Jul0s I Augds I Sep0s I Octos I Novos I Decds I Jane I Feb0s I Mar0s I Aproe I Maye I Juno6
DE1.1] 95%
B4.1 J 95%.
Business Incidents
Report issued within 5 days
Data Reconciliation
Priority Exceptions resolved in 8 hours or less
100.0
33.3
100.0
33.3
100.0, TE
100.0
95.
100.0
96.0
100.0
98.7
100.0
100.0
100.0
100.
100.0
100.0
100.0 100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
100.0
REVIEW OF BUSINESS INCIDENT & DATA RECONCILIATION
All SLT’s within target.
100.0
100.0
100.0
100.0
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 64
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
718 RECONCILIATION / SETTLEMENT REPORT DELIVERY
Ret J sur] funds _[sul0s frugds [Sep05 I oct0S I Novos] Decos] Janoq Febof Marp _Aprdé Maybe __Juhos~—Total
Reconciliation/Settlement Report Delivery
pos.1] <=4 Delivery by 08:05 (LREC received by 23:59:59)
Reconciliation Files delivered to TIP by 12:00 on Da}
008.7] 100%
received by 22:00 no overnight failure of RSH
Reconciliation Files delivered to TIP by 18:00 on Da}
505.8} 100% received by 22:00 with overnight failure of DRSH
poss] <<a CAPO File delivery by 03:00
poss] <a ABL File delivery by 03:00
0085 I 100 CAPO Ree file delivery by 16:00
008.6} 100 ABL Ree file delivery by 18:00
008.7] Pm CAPO & A8L Ree files dispatched by 00:10 0
DOS.1. Refers to the first calendar year & permits <=4 failures for the year.
If the LREC file is received by 23:59:59 on day A, Fujitsu will ensure delivery of the reconciliation report, including the LREC data, by 08:05 on day B.
(If the LREC file is received by 01:59:59 on day B, Fujitsu will ensure delivery of the reconciliation report, including the LREC data, by 12:00 on day B.)
DOS.7. If the LREC file is received by 21:59:59 on day B, Fujitsu will ensure delivery of the reconciliation report, not including the LREC data by 12:00 on day
B.
DOS.8. If the LREC file is received by 21:59:59 on day B, and an overnight failure of the DRS has occurred, Fujitsu will ensure delivery of the reconciliation
report, not including the LREC data by 18:00 on day B.
REVIEW OF RECONCILIATION / SETTLEMENT REPORT DELIVERY
All SLT’s within target.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 65
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
79 PIAVAILABILITY
Ref sqt Juno! Jpi05 Augos Segos octos Novps ec05 Jano Febos
PI Outages
B51 <2
Number of PI outages a
B52 <P Number of PI outages
a
Bes ° Number of PI outages °
a
B54 P °
Number of PI >1m different bi
umber of Pl outages ifs Gifepnt banfy i a { * i at
BS5.1 The number of instances in which any of those connections are unavailable for two minutes or more in any calendar month of each SLT
Calendar Year shall not exceed one, in respect of each NB Authorisation Agent to PI connection relating to the same Bank which are available in
that month. Therefore Fujitsu are permitted one failure per month for each of the connections/lines above (4 for Link/A&L, and 8 for Capo as long
as it is not the same one twice for the given month).
B5.2 The number of instances in which any of those connections are unavailable for two minutes or more in any calendar month of each SLT
Calendar Year shall not exceed two, in respect of each NB Authorisation Agent to PI connection relating to the different Banks which are available
in that month. If one interprets this as a max of any two PI failures in one month, it would not align to BS.1.
BS5.3 & 5.4 are as above, with the exception that they restrict the failures in Q to one minute, and are performance metrics and not SLTs.
REVIEW OF PI AVAILABILITY
All SLT’s within target.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 66
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
7.10 TESQA
Re] a7] a 05 I 0s I Ags I S305] ams I Noos I Dts I tr06 I reto6 I mos I 40s I Myos I ir0s I tea
Ley thom]
1 lng Aietitytetves Or ODad2200
arma CO CC CC
72] 9% ‘eae opaeklen tear teres a 7 9 @ 9 of 3 oo Ol
orwbauaxn SS SS SS SS SS SS SS SS SS
T21I 10% REBAR ONT EES Tet mo mo mo m mo mm m m m mo m mo m
SS SS SS SS I
I Tasatosaddicntediac tetavenDOad20
713] 9% : mo mo mo m m m mo m mo mo m @ 29
Dmau20 SS SS SS SS SS SS SS ES SS SE
7131] 10% eretosaskiiont eta teteves mo mo mo mo mo mo mo mo mo m mo mo m
pmauorn LS A SS SS A A
74] 10% wee mi 1m mo m m m mM m mM m m0 m mo 1m
IQarytneco sia enc eres bevenO/Da a Son
715 ef g2I 6) w4I wr I wo] m5] wo] a7 I a2 I 5] 95 I a I O17
REVIEW OF TESQA
All SLT’s within target.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 67
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
7.11 POSTSHOPS
ret I ser I ARE Sunos I suos I Augos I Sepos I ocws I Nows I Deeds Jan06 Feb06 Maras I pros Mayos I Jun06
PostShops
100% Number of calls resolved within 8 hours 100.0% I 944% I 100.0% I 000% I 980% I 100.0% I 100.0% I 96.0% I 92.0%
100% Number of calls resolved next day 100.0% I 944% I 100.0% I 100% I 000% I 100.0% I 100.0% I 100.0% I 92.0%
File Delivery sos I 100.0% I ron0% I 100.0% I 100.0% I 100.0% I 979% I 97.9%
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 68
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
712 DEBIT CARD SERVICES
AL}
(Dialed Corections
Aeapptine insexsto recsve Gute A thaisctions (7)
Aaaptinvinsacstoresve/gsts Athaistiors (2)
Feed Qarediors
Aaepptineinsecstorecsve Gunter Athuisaios (M1)
Aarrptineinsacsto rede Agrts Athaiscicns (2)
ss
Aaege Tersattion Tire usirg Fred Grins (7)
erage Cided T(T1-2)
Rervertage Tareations (1 ret ececcingloner Trestdd<=8
ceoorcs (bed)
Rervertarp Teneactions (I) rot ecexcirgLover Testd<= 12
seconds (cided)
Rervertage Fareadticrs (1 net eceecingHgher Fresttid <= 15
secon (ed)
Recertap Farsactions (1) not ecsecingHgher Fresdd<=20
ceoorcs (ded)
r05 I 1005 I Agps I Sx05 I 105 I No0s I Dots I tr06 I Fa0e I Mx0s I Az06 I Mags I tro
32 I 330] 34% I 34 I 322] 337 [ 341 I 324 I am [ 32 I 308 I 209 I 304
aw I oss I ow [ as I os3 I os2 I 102 I oss I os7 I oss I om I oss I 088
158 I 169] 170 [ 1% I 147 I 140 [ 10 I 19 I 10 [ 14 I 12 [I 12 I 143
as I 094] asc I as I as I os I 095 I 086 I os I om I ow I oss I 088
ae I 075} 076 I ae I 056 I 078 I 055 I os I 054 I 054 I 054 I 064 I 055
a72 a 073 a O57 a 054 @ 058
2x7 I 232] 263 I 2% I 230] 255 I 20 I 237 I 237 I 20 I 218 I 21 I 217
2m a 254 @ 254 a 238 Q 217
1000 I 1020] 1020 I 1000 I 1000} 1020 I 1000 I 1000 I 1000] 1000 I 1000 I 1000 I 1000
1000 e 4000 1000 a 1000 @ 4000
gs I 99] 8 I ws I 9] 298 I 9 I 9 I m9] m9 I 1000] m9 I 1000
98 @ 998 998 a 9.90 @ EX)
4000 I 1020] 1020 I 1000 I 1000] 1000 I 10n0 I 1000 I 1000] 1000 I 1000 I 1000 I 1000
100.0 7 100.0 100.0 Qa 100.0 @ 100.0
x9 I 100] 1000 I s99 I 1000] 1000 I 1000 [ 1000 I 1000] m9 I 1000 I s99 I 1000
99 a 4000 4000 a 99 @ 99
" " "
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 69
Fujitsu Services
Date: 14/07/06
SERVICE
EVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
713 ELECTRONIC TOP-UPS
RF] s7 I aw
(DeledCoredions
Agere tineinsass tore Gurte A thoisations (1)
Ace tineinsas toraceAptsAttoistios(Q)
Foed@arecios
Agere tineinsas tore Garter Athoisios (1)
Aaapptineinsas toraheApisAttnistios(2)
as
Aaarp Tereation Theva goed Garetios(T)
Aap Deed T(-2)
Ree tae Tareatios (jr eccerglons Trettd<=8
jsccorcé (bec)
Recatap Tareatios (jr eccedrylons Tretod<=12
cexorcts(deex)
Recertape Tarsattio’s (rt ecescinghche Tretid<=15,
Isexorc (bed)
Pecertage Tersattions (Thr ecsedrgHgea Trestdd<=20
secon (ded)
05 I 0S I AgiS I Sx05} Gt0S I No05 I} Deo5 I 06 I Fe6 I Ma06 I An06 I M06] Jr06
32 I 306} 313 I 30 I 2% I 29 I 297 I 300 I 30 I 30} 2% I 26} 22
05 I O05 I O® I O61 I 0% I O% I 0% I O57 I O I O57 I OB} O I 05
198 I 12] 18 I 19 I 12] 119 I 118} 119 I 1] 10] 118 I 17 I 12
ae I O57 I O88 I OR I OB] O% I 0% I OB I O64 I OB} OH} OF I 0%
Q70 I 06 I O75 I O67 I OM I O64 I OR I O60 I Of I OG I 06} OM} 06
a7 ce iT: :} @ 063 O61 066
26 I 251 I 26 I 248 I 242 I 24 I 24 I 24 I 243 I 243 I 243 I 26 I 237
20 a 22 a 24 24 23
1000 I 1000} 1000} 1000} 1000} 1000} 1000; 1020 I 1020 I 1000; 1020) 1000; 100
100.00 ce 100.00 @ 100.00 100.0 100.00
29 I 29} G7} B7] BI] M8] M9] BB) BB) BB} M8} BB} Bd
29 ce 28 @ 29 280 BB
9000 I 1000} 1020} 1000} 1000} 1000} 1000; 100 I 1000I 1000; 1000) 1000; 100
100.00 a 100.00 a 100.00 100.0 100.00
29 I 29} 29} 9} 100; 99 I M9} B99} M9} 29} M9} M9} BD
99 fe] 290 @ 290 99 29
I I
© 2006 Fujitsu Services
COMMERCIAL
N-CONFIDENCE
Page 70
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
8 Branch Trading Capabilities
Ref OLA Junos ‘JulO5- ‘Augos: Bepos Oft0S = NoyOS —_ Dect Jan06I Febos I Mar06 I Apr0é feyos Junos
Hogzon NBS transactiontime
Nofof transactions <2.5 secondsas % of
om thor 10% 400 100%] 100% I 100% I 100% oom thr
‘hAvailability
99.6% o RIPEN ERENT SSIES I STTT TS Spee, Spt
inter Availability
99% %founterAvalabiiy 450% 99.5% 9881p 99.30% 99.40% I 99.62% pass% 9p.46% 9ab6%
‘heswith OnlineServicesaffected
<20 >5 PaysAlll Branches 24 po 2h 41 a = 3 &
<20 >65 PpaysExcludingissuesin POL domain 19 be 3 5 6 3 1 4 5 4
— I
>10DaysExcludipgissues in POL dome
Horizon NBS Transaction Time. This OLA is calculated by taking x the total number of transactions over the month and calculating g the percentage
that are under the 2.5 second threshold. The OLA target is set at 99%
Counter Availability — This OLA is calculated against the ability for PM’s to have full functionality on their counters. The percentage is calculated
daily from calls logged and is reported in the daily report. The monthly OLA is an average taken across the month. The OLA target is set at 99%.
Branches with Online Services affected — This OLA is calculated by taking the total amount of days to fix by branch from the daily online tracker
(POL Daily Status Report) over the month.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 71
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS/ PER / 050
Date: 14/07/06 Version: 1.0
8.1 NBS Transaction Times
[Trading Date Shecesses
Tr-Jan-0S Thursday AUS
NBS Online Performance
03-Jun-06 qaturday 284360
. - - - oe : - TaJun-0S- [Sunday 3I0T
GAvg Fujit 06-Jun-06 fuesday 1072890
+ Successe \ 09-Jun-06] Friday 604983
T0-Jun-08 qaturday ZEGU5S
12-Jun-06 _IMonday 1671439
73-Jun-06 Juesday TOSTeTs
(1000.00 1800001
45-Jun-06 thursa. 906412
900.00 160000 T6-Jun-06] Friday 809409
18-Jun-06 ISunda 3250
800.00 1400001 79-Jun-06 [Monday Teo3179
rr
700.000 \ 4-Jun-06 Wednesda: 15839
120000 22-Jun-06 Thursday 892551
600.00 _
1000001 24-Jun-06 datuiga 82130
500.00 26-Jun-08 [Sunday 3287
=a 7
400.00 I 800000 ZeJun-06 tuesda 4072
26-Jun-06 Wednesday 772998
a 600000 se
300.00 I 3Oojun-0) Frid. SiZZ04
200.00 I : 400000
100.00 I 200000
PRP RDA RDA HEAeEAHARHEDADraraaaaanana
SPST LCTTCTSESCTHSFTCTTTETTTHCTTTTHTTTES
SSeS UT USS PS VST SESS SVE sss ssusesss
PESSCcCevnvtScecavn vt Seccaa pet Seccaa ne
Soe RSs es EAS se SEB BSS e SEE GBS ESE
6
ECHO EE SESH OEE SES HOSES ESHSZEBES
©éeSoeoSSoreeoosS Sore sSoo$ Soi Voosseo'’
ese ec tO SOS TE EPEC SET EER EOSE TE EPESCSE
2p ES SES TF ESS EST GES SE ESTES ES EBTG
san2zr7r7rs2@5s0 Z77FS7P7PS0 SZ7PPSZPSMZ7PRPSZIPSSD
aS er ea ie a i ae ee I
a oSS6OSs 4 or tas gg Ret osaba TNNKR SG
5.8 e278 = ~ 22 = a?8 a N2R
x + < }
Ss = N nN
COMMERCIAL-IN-CONFIDENCE Page 72
© 2006 Fujitsu Services
FUJ00152261
FUJ00152261
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/07/06 Version: 1.0
8.2 Branch and Counter Availability
oye County Avalabuimch _Aveobilt
Counter & Branch Availabilty 7 Saoneve Tere soe
i DeaoE Target] 088
f
on sio6r2008 00.87% coon I 880
= a — _—_— — see)
. 2 ia : n f 4 wosi2aos rer 99.9
Li io 7 7 ne soe 2008 tte coon] 888
TOT 008
14 I I I_I wi poe 2008 oon
] or oe zoe ry vow] 998
ae es
ie oer200e aren re] see
I 7 aoa ware eran mete)
I . I oe
I Bim Counter Avalfasifeat rioe/2008 vo.79% ae
= ras ao
os . ri r Meranch avait n : aoe seo%
1] btnen * rvos2008 v0.47 coon
Be To0%
1] i oe 2008
I Fav foe 2008 ay soon
ve roe 2008 Hed
L I 37 oe 2008 30% shoe
I I " bvoe 2008 :
II a
eee ee vlo oc vle oe oe elo oe ee eloove
ssssssisssisssesessissesssss3es
ssssssisssisssgssssisssss3ss38
QaaqagagaqaqaqaqgqaqgqqgaqgaqagQqqaggqgqaaqagaqgqgqagqaqagqagqgq
SOSIooOsoosoeosoosoFoOTIaIISaSS
2eceaedcecegesgeegcgceereeegeeceeeeedceese
Jas<SsoResasgasssagrgssraszssrsgs
sSSsssssseqgez2eersgagsagageas
tho] Fl I Sat Mon] The [Wed The I rH [sat] Mon I Top Wee) The I Fr) Sar Mop rue wee Thy
Average for Mpnth 99.56% spar
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 73
Fujitsu Services
Date: 14/07/06
SERVICE REVIEW
FUJ00152261
FUJ00152261
Ref: CS/ PER / 050
Version: 1.0
8.3 Branches with Online Services Affected
Excluding issuds in
POL domain All Branche
Epo + 4
pe 24 6 0
Oct-05 _>5} 22 7
Oct-05 >1] 5 p
NOV-0S>3} 1
Mew05——4 4 6
Dec-05 >5} 5. 1
Dec-05 >1I 8 4
Jan-06 > i
Feb-06 3
Feb-06 >1 0 b
Mar-06 >5) 1 p
Wrar=oo St o
5 4
Al Apr-06_>1 4 5
A I May-06 >5I 5
= ey oa La mT May-06_ >T Tv
>4 5 I >10 >5 I>10 35 I>10 Lun 406 5149
<10 10 <10 <10 410
Sep. Dec- Jan- I Jan- Feb- Feb+ Mar- Mar ADT Wr 00s
05 0 6 06 06 06 06 06
Excluding in POW AdbrBaamches
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 74