FUJ00152276
FUJ00152276
FUJITSU SERVICE REVIEW BOOK &
September 2007
Fujitsu Services Royal Mail Group Account
Service Review Book
September 2007
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SERVICE REVIEW BOOK
September 2007
Document Cont
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
rol
Service Review Book — September 2007
This document contains a summary of the Monthly Service Performance Statistics
for the Period 1°‘ to 30" September 2007
Definitive
Service Management Review
Fujitsu Services, Royal Mail Group Account: Head of Service Management
Fujitsu Services, Royal Mail Group Account Customer Service Management
Team
Mark Jones & Stephen Taplin, Fujitsu Services, Royal Mail Group Account:
Service Delivery Unit
Naomi Elliott: Fujitsu Services, Royal Mail Group Account: Service Director
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September 2007
CONTENTS
1 MANAGEMENT SUMMARY .
2 INCIDENT OVERVIEW....
3 BUSINESS CONTINUITYV........
3.1. Business Continuity Testing.. 6
3.2. Forthcoming Testing... 6
3.3. Business Continuity Planning . 6
3.4 Business Continuity Incidents and Issues 6
4 COMPLAINTS
5 SERVICE SUMMARY..........:::ccccccceeecsesseseeeeeeeesessseneeeeeeeesessseeegeeeeeeseeeeneeenaenenen 10
5.1 Horizon Service Desk.
5.2 Engineering
Service... settee eeeeeeeeeeetneeeaeetaeeneeeneeteseaeeeeeteeeteaeeteeteten
5.3 Branch Network Services / Central
Network...
5.4 Oper
5.5 Service Integration Service...
5.6 Data Centre Operations Service / Data File Transfer.
5.7 Recot
Service...
5.8 Reference Data & Message Broadcast
Service... aesnstsanssnsennstssacsnsennseees 18
5.9 Security
Service...
6 SERVICE IMPROVEMENT.
7 SENSE & RESPOND............c:cccccccecseesseseeseeeeeeeesseneeeeeeeeeeseenssgeeeserseeseeeeenaerenees 23
8 AUGUST SERVICE LEVEL PERFORMANCE...........c:cccccccccesessssssereeeeeteeenseeaneneees 24
8.1 Horizon Service
Desk.... seseeeeeeeensenee
8.2. Engineering
Service...
8.3 Branch Network
Service... ae eeeeceseeeseeaeeenseecesseeeesesecessaceeaseesesaeeeesaeeeeeeee
8.4 Central Network
Service... deeeeeeeeeeeessenenaaeeeeeeeeeeeeenaeeeeeeeeeeeeeseeenaaeee:
8.5 Data Centre Operations
Service... settee teeeeeeeeee
8.6 Reference Data
Service...
8.7 Reconciliation
Service... esdestansssessnessansesseseserasssessensressseseseeccaessesssoeses!
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September 2007
1 MANAGEMENT SUMMARY
Within the Fujitsu Services domain for Sept 07 there were no Major Incidents and 2 service affecting incidents, 3
incidents relating to VIP sites and two further service affecting incidents outside the Fujitsu domain. Details are
given in the Incident Overview below.
Branch and counter availability continue to remain above target at 99.9% and 99.6% respectively. Some
improvement is evident in the Service levels on A & C priority engineering calls. Agreement has been reached on
the revised proposal for Engineering SLTs and this is going into pilot from 1°‘ October.
103 OBC changes were delivered in the month, with zero combined failures.
The revised complaints process continues to work well. The total number of complaints received this month was
down, with an overall total of 77, with 18 passed to Fujitsu for investigation, with 2 deemed justified and 7 still on
monitor or under review.
Significant activities from the Service Improvement Plan are included in this review book. Several of these have
now been implemented and delivering on the benefits expected in terms of service, in particular specific comms.
related tests which assist in rapid call diagnosis and resolution. The Triole for Service desk went live on 1°
September, and performance has been excellent, with new reporting modules being developed and trialled during
the month.
Executive Dashboard FUJITSU
‘September 2007
2. Calls answered by HSO within 30 seconds
oom
5, Data delivered to APS Outbound Day 8
10% =
Calculations to be confirmed
‘Aero? Mayo?” oun? S807 Aug? Sep
9, Branches with no trading no online service
‘trading capability
‘Aor0? Wey-07 Juno? Joho? Aug-07
7, Complaints 48, Success Rates of combined Online Transactions
[From June 07 POL
Ihave changed the
hay complaints are
10
As 100% 7 — . as -
40
20
2
10
99%
95%
27%
‘AwOT” Muyo? dunt” Sua? Bog? Sep?
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FUJITSU SERVICE REVIEW BOOK &
September 2007
2 Incident Overview
Summary: Within the Fujitsu Services domain for September 2007 there were no Major Incidents.
There were 2 further service affecting incidents within the Fujitsu domain.
There were 3 incidents affecting VIP sites.
There were 2 further service affecting incidents outside of the Fujitsu domain.
Major Incidents: None
Other incidents in Monday 47" September. Between 10.16 and 10.22 hrs, there were 2,263 CAPO
Fujitsu Services timeouts out in approximately 13,800 transactions within the NBX service. These
domain: occurred due to a Cisco Catalyst switch unexpectedly rebooting at Wigan. This was
mitigated by all services failing over and running out of Bootle. Call 12353 refers. NTL
and Cisco have investigated and the Cisco response is: a Catalyst 6500 switch that
runs CatOS 7.x and 8.4 can unexpectedly reload. This is the first failure of this type for
several years and no further action will be taken due to the response from Cisco.
Wednesday 26th September There was a call logged at 12.18hrs, by NBSC to state
that EDS were reporting that they had a problem with CAPO transactions. At 13.02
EDS confirmed that there was an issue but it was now resolved. Thursday 27"
POLSD requested a technical conference call to further investigate CAPO card
account issues. Conf Call held involving EDS/POL/RMGA, and subsequent further
investigations identified that within the Fujitsu domain 2 agents CAPO A at Bootle and
LINK A at Bootle appeared to be working OK for authorizations but were not handling
reversals. These agents had been in this state for 36 hours. Agents failed over to
Wigan and service returned to normal at 12:45 (Thursday) and reversals were cleared
and accounts set back to normal status. Agents are multi threaded and the reversal
thread had hung and not restarted but other operations on the other threads i.e.
authorizations had restarted and were working correctly. Further details can be found
in TFS Call 19863 and under section Reconciliation Service. The fix for the incident is
currently under development and will be produced by the 19" October and then tested
with LST and put to the “Live” service by the end of the month. We are currently
monitoring at the SMC all the Agent threads manually at hourly intervals and by
comparison on a daily/weekly basis of instances of connectivity to the Oracle DB.
VIP sites affected Thursday 6 September. VIP site East Ham 194002 new WHS branch had
this month: intermittent ADSL communications from 14:13 to 16:15 due to on site third party
activity. Call 5991 refers.
Wednesday 12th September. VIP site East Ham 194002 new WHS branch again
lost on-line services from 15:00 to 17:30 due to on site third party work. Engineer
attended site to replace cable and restore communications by 17:30. Call 9904 refers.
Thursday 13th September. VIP site Hayes 272020 new WHS branch go live date,
engineer on-site confirmed all ok at start of day. A call was logged on Monday and
required a controlled site re-boot after s/w downloads which was completed to allow
site to be operational for the start of Thursday. Call 7941 refers.
Incidents that were Tuesday 4th September. Transactions within the “Link” service were failing at
outside approximately 12% from 12:23 to 14:14. Fault internal to Link and all the Financial
the Fujitsu Domain: Institutions. Failure affected some 1591 transactions within this timescale. Call 3929
refers.
Wednesday 5th September. Debit Card transactions failing at approximately 40%
from 12:54 to 14:05. Fault internal to Streamline, problem with their authorization tool.
Failure affected 6,500 transactions within 16,000 in this period. Calls 4873 & 4887
refer.
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September 2007
3 Business Continuity
3.1 Business Continuity Testing
The Cable & Wireless procedural walk-through which was provisionally planned for September has been re-
arranged for the 140" of October.
The Data-centre LAN procedural walk-through was successfully conducted on Thursday the 4" of October. The
emphasis of the walk-through was focused on reviewing the network elements of the Business Continuity
documentation supporting the new Telecom Service.
3.2 Forthcoming Testing
The Cable & Wireless procedural walk-through has been re-arranged for the 10" of October.
The Network Banking Service procedural walk-through is scheduled for the 10" of October.
The Alliance & Leicester operational test is scheduled for the j2" of October.
The POL-FS procedural walk-through is scheduled for the 25" of October.
The SMC procedural walk-through is scheduled for the 31°‘ of October.
It is provisionally planned that if the RMGA Service Support Manager and/or Business Continuity Manager are in
Belfast during October the SOS operational test (test 11) will be conducted.
3.3 Business Continuity Planning
Revised versions of the Horizon Services BC Plan CS/PLA/079 and Horizon Support Services BC Plan
CS/PLA/080, incorporating the Telecom Service and recent Branch network changes, have been released on
review cycle.
Further work has been conducted on the HNG-X Services Business Continuity plan.
3.4 Business Continuity Incidents and Issues
There were no potential or Major Business Continuity Incidents during September.
A ‘Cold Standby/Emergency’ OpTIP Gateway for the Post Office Limited Northern Data-Centre has been
packaged and is ready for shipment once site installation details have been provided by Post Office Limited.
Due to the urgent Horizon LST workload during September, e.g. validating the Telecom Service and A priority
incidents, limited progress was made with the LST confidence checking of the LST rig in the LEW02 Disaster
Recovery site.
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4 Complaints
During September there were 59 complaints logged with Fujitsu Services, although some were about more than
one issue.
The three main areas of complaint were
28 of which were in relation to engineering services. 2 were justified.
9 of which were in relation to online services, none of which were justified.
6 of which were in relation to HSD, none of which were justified.
There are also 7 that are either awaiting resolution or on monitor, and therefore cannot yet be classified as either
justified or unjustified until closed.
Other complaints received, were for information only.
Compared with previous months, the September figures show a continued drop in Complaints, and also Justified
Complaints.
A separate spreadsheet is available showing remedial actions for Justified Complaints. These are also logged on
the CSIP register and discussed at the respective ORF’s.
@ Excluded as duplicate / not
complaints
@ Not passed to POL Cust
relations
@ Excluded by POL Customer
Relations
Complaints investigated by
POL Customer Relations
@ Passed to Fujitsu FIO
@ Considered Unjustified by
Fujitsu
@ Considered Justified by
Fujitsu
Still under investigation
Engineer Complaints: From just over 4000 visits in September, only two justified complaints were received.
This was in addition to a compliment from a PM regarding an engineer's work on site.
HSD: There were no Justified Complaints against HSD for September
Online Services: There were no justified complaints against Online Services for September.
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September 2007
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Top 3 Areas of complaints forwarded to Fujitsu Services
Jun-07 Jul-O7 Aug-07 Sep-07
@ Equipment & Engineering 38 57 45 28
@ Online Services 21 23 14 9
QHSD 19 18 (°) 6
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Historical Breakdown of Complaints Data
Total number of
complaints logged
against Fujitsu
Services
Feb 07
71
Mar 07
97
Apr 07 May07
101 95,
Jun07
128
Jul 07
143
Aug 07
86
Sep 07
77
Exclusions (duplicate /
inappropriate)
22
16 15
22
19
18
Total number of actual
complaints G
63
75
6 I 60
106
124
79
59
Complaints passed to
POL Customer
Relations
56
73
81 84
Complaints excluded
by POL Customer
Relations (duplicate /
chaser)
10 12
Total number of
complaints
investigated by POL
Customer Relations
49
59
7 a?
Number of complaints
passed For
Information Only to
Fujitsu
25
32
47 39
nla
nla
37
69
Number passed to
Fujitsu Services for
formal investigation
77
99
13
Number considered
justified by Fujitsu
Services
38
36
As the complaints process has changed, reported figures from June 2007 onwards, now appear
differently.
x No figures have been provided by POL, due to their extra workload caused by industrial action
requirements.
nla ‘Information Only’ complaints not forwarded by POL to Fujitsu in June and July. These have since
increased.
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5 Service Summary
5.1 Horizon Service Desk
September saw a reduction in nearly all call categories to the HSD compared with August. In particular,
Hardware, Software and also Network Calls all decreased by approximately 10% compared with August.
Whilst the ongoing improvement plans and processes in place with Engineering, will have contributed towards
this, the reduction is in line with a similar trend from August 2006 to September 2006.
18,000
= Fs
16,000 5 =
2 14,000 isa:
5 : a
B 12,000 By
3 Lat
2 ‘ c
= 10,000 ce a
s
3 8,000 — I : a (B
4
5
$ I
8000
@ 4,000 b~
2,000 - _ - - - -
0
Sep06 —Ock-06-—Nov-06Dec0S)an-07—Feb-07 Maro? Apo? May.07— Jun-07JuL07AUGOT-—SepO7
Month
GEChange [Environmental Hardware inappropriate
(INBSC Referral network MB Reference Data Ba security
software [Other Queries (Business Incident One Shot Passwords
fm Postshops —Monthly Call Limit ——6-month moving average
EEO TS ETE WS A ST TT TT CE SSO
EISToN a o 2 2 “3 o
rae 7 z z 7 7 7 7 7 7
= = Eo 3 35 37 3 a 3 35 3 2
“or 2 34 = 752 702 7 se 37 a mE 7 7
B75 I 9484] —Tos55 I osed I ozs I —o057 [T0000 [685505 I Toss —Toe05 [1005 I — 66
z Bis a A a A A
Ed %. z co Ti 3 = Ea cs a co co
a LT
oa [258 I 307 I “209, 250 [296 I 357] 205 23 tas 288 7e3
2 o 7 7 7 7 7 7 7 v a 7 7
7 z a 7 e a Z 3 74 74 75 a 0
a eT a CD a7 Tia 30 7a a a a7 708
5 ES I TE TO
Total Calls sare I 16155 I 17266 I tasa0 I 6230 I 15500 I 17000 I ts010 I 15852 I 16123 I tea0e I tees0 I 14415
‘monthmovingaverage vss26 I 15752 I 15660 I 15522 I 5010 I ss7e7 I 1o155 I vo0ee I 5720 I 15000 I 15000 I e160 I s570
Monthly Cal Limt verso I 12750 I 12750 I 12750 I 12000 I 13000 I 13000 I 13000 I 13000 I 13000 I 19000 [ 13000 I 12000
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With the introduction of the Triole call logging system, it is now possible to report Non-Branch incidents received
by the Desk.
2,500
2,000 + al
2
$ 1500-4
£
5
g
& 1,000 I
§
2
500 +
0
Sep? Oct07-——sNov.07-——Dec-07 © an08B==Feb.0S = Mar-08 Apr.» May.08 = Jun-08—JuL0BAug.O8—Seps0B
Non Polling Operational @Change
@Security Software GBranch Network Resilience
@system Management Centre Closure Gall other incident types
SepOT_] ORG] Rov] DeeaT jane [Feb] MacOS] Ape] Way [unt] — Hor Ags] Sep oe
Branch Newor Restionce 223
‘Change 72
Seaury 35
Sofware 700
Gosite 213
Salam Management Conte Zr
Operational 220
Non Palin 729
Taher nedent pes 138
Total Cas 2195
The category “all other incidents” includes Kiosk and Postshop, Hardware, Inappropriate, Network, other queries,
Implementation and BIM Visits.
Review of HSD SLTs
Both HSD SLT’s shown below, were achieved for September 2007
Actual Recalculated
Calls Answered within 30 seconds (Target 80%)
Calls Abandoned (Target 5%)
The targets for Software Incidents fixed by Reboot have been delayed due to the repair codes missing from TfS.
These calculations will be completed as soon as possible but the targets are not expected to change from the
normal achievement (i.e. 15 minute target normally passes, the 30 minute target fails ).
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September 2007
5.2 Engineering Service
September 07 has seen call volumes drop to just over 4100 calls, a decrease of 1624 from September last year.
There were 611 A priority calls in this period.
With 90% of the live estate branches now with Epson counter printers, we have seen a continued drop in Ithaca
calls. Since June, Epson and Ithaca calls combined have reduced by a staggering 65%.
Compared to August, September has seen an improvement across all SLT measures. The A priority calls fixed
within four hours increased by 8.3% to 82.8% which is the highest performance recorded since July 2006. The six
hour SLT performance improved by 6% to 88.6%. Conformance on C priority next day calls rose from 91.0% to
91.9%. Next Day +2 hours on C priorities reached 92.6% conformance after being 91.9% in August.
The improved SLT performance can be partially attributed to the effective management of the oldest calls. As we
move into October under a new trial of SLTs we expect the service to be driven to the next level, due to the
nature of the targets put in place. Hence, we should start to see an improvement across both A and C priority
SLT measures.
September saw a compliment received from a PM praising engineer Steve Dargie’s work on site. In addition to
this, many escalations from POL were responded to with extremely fast response and on site times.
We continue to monitor and drive engineers to repair before replacing equipment. September saw a 2% increase
in the reset rate for Pin Pads versus swaps (compared to August), and a 16% increase for Epson counter printers
resolved without spare. HSD continue to resolve the majority of the Epson incidents at front line. This can be
attributed to KELs based on ‘actual fixes’ and the resolution of blank receipt ink issues by performing self clean.
With the appreciated co-operation of Gravesend Post Office, we were able to perform an off site build for Denton
Post Office to enable them to trade over GSM solution whilst the communications issue was resolved.
Work has continued on the hardware call reduction plan. The blind reboot process has been introduced at HSD.
There has already been an example of the process working successfully, whereby the branch’s communications
were restored earlier than normal enabling them to continue trading whilst awaiting an engineer visit.
Fujitsu has continued to deliver additional POA training to our engineer service help desk. The weekly reviews of
failure points will continue and feed into the Service Improvement Plan.
Calls logged by branches which resulted in an on-site visit from an engineer were down on September 2006
despite the overall increase in incoming hardware calls to HSD. September has again seen all counter availability
targets met with branch availability at 99.85% and counter availability at 99.58%. This equates to 21 out of 13,987
branches and 144 out of 34,303 counters being unavailable during the month, an improvement on August.
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En Branch Visits
eer
Calls logged during the month by PO Branches which result in an on-:
ite visit from an engineer.
The Triole (TfS) call logging system was introduced on the 1“ September. Repair codes entered on the call
logging system are the source for these visit statistics, however repair codes on TfS were not made mandatory at
go-live with the result that some incidents have not received repair codes. September statistics have therefore
been sourced from Engineering records and cross referenced to the order numbers on TfS. This temporary
method has produced a slightly lower than expected number of Branch originated visits. However, there has
been a downward trend in visit numbers due to the fall in Ithaca printer calls. Steps have been taken to make
Repair Codes mandatory at call closure on TfS and it is planned that the report for October will be based on
repairs again. Going forward, these statistics will be based on incidents closed during the report month. This will
increase the timeliness of the report and also make it possible to produce reports more frequently (e.g. weekly) if
required.
7,000 oS ed
6,000
6000
5 4000,
3
3,000.
2,000 = =
1,000 I
°
Sep OckOS_-——Nov0S——«Dee Sano FebO7 © Maro Aor 07 May.07 uno? UOT. AugO7 Sep
Month
Bar code readers (Base units keyboards screens
G=aScreen PSUs Gil other items (jTithaca Printers (@lBEpson BO Printers
0K printers [Pin Pads amobite units M@llm@ Epson counter printers
Monthly Cail Limit
Sep-06 I Oct-06 I Nov-06 ] Dec-06 [ Jan-07 I Feb-07 I Mar-07 I Apr-07 I May-07 I Jun-O7 I Jul07 I Aug-07 I Sep-07
Bar code readers 1s_[_ 27 I ars I 227 I 200 I 262 I 204 I 229 I 225 I 226 I 248 I 268 I 234
Base units wo I se I oi I 22 I so I aa7 I 405 I sor I «or I sos I soo I 403 I 07
Mabie units 36 37 32 34 2 34 a7 29 35 27 40 37 34
Keyboards was soa_I 610 I s77 I oor I 033 I om2 I sor I 15 I 580 I 570 I s76 I «70
Thaca Printers 2504 I 2960 I 2251 I s0a7 I 3035 I 2676 I 2005 I 2515 I 2007 I 21m I 1435 I 776 I 256
Epson back offee printers 20 6 2 3 2 0 1 x x ei x e x
Epson counter printers 2 I 1s I 26 I 200 I 000 I 008 I 978
OKI printers aar_I 308] 778 I 51a I soe I 000 I 615 I 525 I 577 I 545 I sa7 I 582 I 400
Panasonic printers 1 1 3 0 ° 0 0 x c r x x x
in Pads veo I 605 I oo I o12 I 008 I o05 I rio I car I oro I 713 I ve I 760 I 01
Screens 7i2_I 702 _I ea I 797 I 7a I 000 I 776 I 505 I 536 I sve I 7 I 795 I aan
‘Screen PSUs 396
other tems 6 2 ZI 77 oy 6 7 a a7 a7 I 139
TOTAL a770_I 0200 I 7057 I exo I oats I 053 I aoa I s7ac I s6z0 I so I sao I 4000 I 4146
Epson to OKI exchanges 10 10 37 x x x ri x x x x % x
‘Average Daly Vs Rate bao I 262 I 20a I 200 I 20a I 260 I 205 [ar [> 245 I ase I 208 I 208 [tea
‘ently Call Lim wore] sere I cers J wre I 575 I ses I wr I sors I soe I vars I 75 I sr I cars
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5.3. Branch Network Services / Central Network
5.3.1 Branch Network Services
During September there were 784 calls logged across all Network Types into the HSD.
SLTs
The ‘Priority A — 6 hours’ SLT, saw 15 failures from a total of 784 closed calls measured, resulting in 98.1%
achievement. The majority of SLT failures have been attributed to delays in call handling at the service desks.
This is being taken up with the Service Desk.
Other Activities During September
The ongoing amendments to the fault resolution process are continuing to improve our ability to manage
incidents and find quicker, more accurate, resolutions.
This month saw the introduction of TFS, which presented us with unique issues; such as the dual running of both
call logging systems. All calls have now been transferred to TFS, which enables stronger call monitoring,
handling and ownership. Restructuring of the Branch Network team, to allow greater transparency between
engineering and network incidents
VSAT - BT has replaced branch equipment at selected branches in an attempt to reduce the transaction time
outs. This amendment is currently on monitor, however current indications portray no change in service.
September saw a reduction in Network Calls being received compared with the previous month. This can be
attributed to a prolonged period of sustained weather conditions in addition to a reduction in repeat faults (due to
changes in the fault resolution process).
5.3.2 Central Network
This month the access layers (ADSL, ISDN and VSAT) were all extremely stable with no major incidents. The
WAN connectivity was also extremely stable with no major incidents. However the Datacentre LAN suffered a
Catalyst switch reload. The failover worked perfectly and live service was resumed within a 6 minutes. Despite
extensive technical investigations the cause of this reload is undetermined and Cisco advised that this is a
characteristic of their products.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 13,987
Live Counters 34,303
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45,000
Live Branches by Service Type
10,000 I) __e
°
WAT]
HHH
§ IPStream © DataStream ISDN & VSAT
Oct-06 Nov-06 Dec-06 Jan-O7 Feb-O7 Mar-O7 Apr-O7 May-07 Jun-07 Jul07 Aug-07 Sep-07
OckOG I Nov-06 I D8c06 I JanO7 I Feb-O7 I Mar07 I Apror I Way-07 I Jun07 I Juro? I Aug-O7 I Sep-o7
PStream_ 4829, 5,090, 5,197] 5,390) 7214 12,299 12,709 12,749 12.92 13,031] 13,091] 13,114
DataStream 128) 7.214) 719) 7183} 5,402 369} 40} 1 3] 0)
SDN 1,854 1,680, 1,578} 1,424) 1,37: 131 1,205 1,189 1,004 891 840] 811
IVSAT_ 132] 113) 96} 82 67I 60} 64] 60] 61] 64] 62I 62I
[rorTaLs 74,100 14 aor 1407 Taos Taos 14 OT 400d ta, s0 15, 73,989. 15,987
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September 2007
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5.4 Operational Branch Change Service
julo7
Cumulative
% I % % ci % % % % ci ci 2.17%
(cumber) 4 3 2 2 3 2 3 2 4 3 ° ° 25
CROWN
BRANCH
FAILURES 0.00 I 0.00 } 000 I 0.00 I 000 I 000 I 000 I 000 I 0.00 I 000 I 0.00 I 000
(0%) % % I % % % % % % I % % % % 0.00%
(oumber) o o ° 0 ° 0 ° ° ° ° ° 0 0
NumBe!
CHAN
Geter} 12 I io I co I or I oo I iss I so I so I oo I 7s I so I ios 1227
NUMBER OF
CHANGES -
133 I ise I sa I oo I or I ize I os I 7s I es I os I ee I 6 +120
sia I ize I ao I om I rs I os I os I se I sr I co I ss I 01
oss I 233] 250] 130] 135] 198] 154] 080] 180] soo} ooo] 000
% % % % % % % % % %] % se I 2.72%
Failures
None
Corrective Actions
The first pilot for testing of the ISDN back-up network on Strategic sites prior to opening will take place week
commencing the 5" November. Provided the pilot tests are successful this procedure will become standard
process.
Assurances have been sought from Cable & Wireless that focus on ISDN provision will continue as we move into
Network Change. This project will realise in excess of 400 ISDN orders before completion.
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September 2007
5.5 Service Integration Service
5.5.1. Post Shops
Both of the Post Shop SLTs were conformant
Week 1 Week 2 Week3 Week4 WeekS Monthly
Totals
September
Number of
calls received
Number of
calls resolved
in 8 hours
Number of
calls resolved
in next day
Number of
Hardware
faults
Number of
software
faults
Number of
outstanding
calls
SCopyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Version, 1.0
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September 2007
5.6 Data Centre Operations Service / Data File Transfer
5.6.1 Day J Failures
There were no Day J failures for September.
5.7 Reconciliation Service
There were 25 reconciliation incidents cleared during September. This is more than that reported in August.
There were 0 priority incidents cleared within the 8 hour response SLT.
These 25 incidents were cleared within the 5 day SLT.
Reconciliation issues in September
On 25" September there was an issue when two agents encountered a new software bug in the Reversals code
on the Network Banking Agents. This resulted in the agents not sending reversals to the Financial Institutions.
The affected agents were CAPO agent A (NX_CAPO_A_B) and LINK agent A (NX_LINK_A_B), which are both
sited in Bootle. A call was logged on the 26" and a technical bridge was held where all parties agreed to failover
to the agents in Wigan. Following this failover, 455 CAPO and 123 LINK late but successful reversals were
processed. This problem has been listed on the Problem Management Database (ref number PB0000717). The
work to resolve the underlying software bug in the agent platform is ongoing.
5.8 Reference Data & Message Broadcast Service
Nothing to report for September.
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September 2007
Re)
FUJITSU
5.9 Security Service
5.9.1
The key refresh algorithm was turned off in April so no outlets have been brought forward for keyrefresh in
September, only those that are due a routine key refresh have been selected.
Automated Key Refresh
5.9.2
There were no manual keys generated this month,
Manual Key Refresh
5.9.3 Key Management Administration
It was agreed with the development team that the Counter Key Refresh Algorithm be turned off in April. This has
been done via OCP 15691 and will be off for between 3 and 6 months, and monitored continually.
5.9.4 Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
63 360 355 (e)
Query Days this month YTD Contract Received YTD
1398 7500 6830
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
5 50 65 0
Witness statements provided 0 Witness statements YTD 4
this month
Days in court this month 0 Days in court YTD 2
Current Month and Forthcoming Court Commitments
Outlet Date Court location Comments
London Road 3 September 07 Reading Crown Court Trial to be re-scheduled
Ardgowan Road 10 September 07 I Kingston Crown Court Witness released.
Defendant pleaded guilty
South 10 December 07 I Winchester Crown Court I 2 witnesses required
Warnborough
Didcot 7 January 08 Oxford Crown Court Witness required
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September 2007
Updates to Previous Months Prosecutions
Outlet Comments
None received
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FUJITSU SERVICE REVIEW BOOK
September 2007
6 Service Improvement
This section of the SRB details the key Service Improvement activities in progress within RMGA. The full Service
Improvement Registers are discussed at the Operational Review Forums and can be obtained from the
appropriate Service Delivery Manager.
R = Significantly behind schedule A = Behind schedule G = On target
Service Improveme: Ben Progress to Date Status
FS Engineering supporting MLB I This would reduce the need for BT Retail to I CP in final stages of impact.
faults / internal wiring faults attend site for MLB faults / internal wiring
faults, which would speed up resolution I We are awaiting confirmation from POL I IN
times and improve customer experience around numbers of MLB's to purchase I PROGRESS
since the announcement by BT of
This Service Improvement requires full I potential withdrawal of service to this
costing and impacting as it is possible that I product and POL’s subsequent strategy
there would be a cost passed to Post Office I going forward.
Ltd. However the implementation of this
service offering would remove the need for
a BT engineer visit currently charged at
£170 to Post Office Ltd
Cold Standby OpTiP Remote I Following the hardware failures on the K ‘Cold Standby/emergency’ OpTiP I IN
Gateway for Huthwaite OpTIP remote gateway in Huthwaite during I Gateway for the Post Office Limited I PROGRESS
August, and the concerns raised regarding I Northern Data-Centre has —_ been
the age of the hardware, RMGA have packaged and is ready for shipment once
investigated the possibility of providing a site installation details have been
‘Cold’ standby gateway that could be held at I organised.
Huthwaite and invoked for contingency
purpose. Awaiting date install from POL.
Its planned that this gateway will eliminate
the need for CTO593 -
PSO_FSL_CRO1107_FS - FTMS Server
Failure Contingency Process.
Utilisation of Message To link Triole for Service (TfS) to the I CP hasbeen raised andis progressing _I IN
Broadcast Service for Horizon MBS and send automated I through the impacting process. Meeting I PROGRESS
automated “email” electronic updates to individual branches on I held with TIS development to initiate
communication to the branches I the progress of branch logged incidents. technical discussions.
for Incidents logged in TIS
This proposal has been discussed at high I his will be part of Phase II TIS
level with Ref Data and the concept is I implementation
possible & is supported. POL are also
aware of & support the proposal, but require
details about cost
CMT managing current POL I Moving the majority of POL referrals to CMT I Meeting held with POL to discuss I IN
referrals. will reduce Incident resolution times, make I implementation plans. PROGRESS
the process LEAN, free up POL resources, I 6.6) 15 aocument referral actions
allaiity performance "=o? P'3°M I LM to liaise with CMT / HSD to take on
referrals.
Target implementation date 01/11
Addition of Horizon button to I This bution will enable HSD to advise the I Currently progressing through the CP I IN
reload Pin Pad reference data. I branch how to fix corrupted reference data, I process. PROGRESS
in turn reducing associated engineer visits
and enabling resolution at the Helpdesk and
improved PM satisfaction.
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September 2007 OFFICE
Service Improvement Benefit Progress to Date Status
"Blind’ reboots of base units By introducing the ‘blind’ reboot process, we I HSD have confirmed that they are to do I IN
will be able to restore online services to a I this and is now in process. PROGRESS
branch where a PM has rebooted the
gateway in an attempt to resolve a screen
issue. Also, on slave counters, we will have
the counter at the log on stage as a result of
this procedure, meaning that counters will
be able to synchronise at the end of the
working day — reducing the risk of Travel
Card transactions being trapped on the
system
Service Improvement Implemented
TES implemented
Introduction of Quiet Testing by FMS (Comms Faults)
Introduction of BT Health Check
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September 2007
7 Sense & Respond
Due to the timescales around production of the Sense & Respond data and analysis, the information in the SRB
will always be for the previous month. The full Sense & Respond report is issued separately.
August 2007
The data captured during August has highlighted the top 2 highest demand types as being Hardware and
Software. Trend analysis has shown an increase in total call volumes for Hardware (+139) and a slight increase
for Software calls (+30) from July to August.
During August, the HSD fixed 70% of calls received (12576 calls) and this represented an increase of 3% of total
calls fixed on the HSD from July.
Due to a well managed workload across CMT and little ability to improve the current processes, it has been
decided across operations and service management that we will put the Sense & Respond work on hold until
Lean is implemented on the team later this year (to remove duplication of work). Lean is as much about our
culture as about having the right tools and techniques; put simply, it is all about doing the right things, at the right
time, in the right way - and removing processes or steps in a process so that only those that add value remain. It
will build upon our Sense and Respond approach and enable us to further deliver what the customer wants.
For Pin Pad errors, the volume of Pin Pad calls for August totalled at 1305 with the highest call type being ‘Smart
Card reader faults’ (approx 400 calls).
The HSD will be monitoring Pin Pad calls on a monthly basis and prompting the Post Masters of these branches,
to use the card cleaners when logging calls.
Discussions are to be held with the Marks and Spencer service desk to understand the different tools/checks they
have available that HSD might benefit from using, and to also establish common user errors on their account.
For hardware demand, the highest call volume received is for Counter Printer faults (5175 calls received in
August).
Site diaries have now been introduced to selected pilot sites which offer a hints and tips section for branches. In
August, 19% of frontline fixes were resolved by turning the counter printer off/on. The roll out of the site diary
could potentially reduce a high number of counter printer calls received by the HSD.
Epson will be visiting the HSD during September. This will allow the HSD to explore any improvements that can
be made by using their knowledge.
August has seen an overall decrease in repeat calls by 605 calls compared to the month of July. A99 calls have
seen decreases for Base Units by 108 and NDO3 calls by 176, however, the C45 calls also show decreases in
repeat calls.
An additional objective regarding engineering calls is to reduce the amount of calls to the HSD from Touch,
Fujitsu and ROMEC engineers. The Call volume for the HSD has decreased from July to August by 166 calls
(982 received) and CMT have also experienced a decrease by 411 calls (1627 calls received). The measures we
have been taking on front line to include all call details and diagnostic tests will explain the improvement, and we
will be looking for another reduction next month.
For the monitor faults project, 1101 calls were logged during August as a monitor fault (+69 calls from July) of
which 26% were fixed by the HSD and 72% resolved by engineers. This has highlighted a 4% decrease of
monitor fault calls fixed by the HSD which has resulted in engineering fixing an increase of 4% of monitor calls in
August from July.
A project monitoring inappropriate calls between the HSD and NBSC desks, has achieved its objective of
reducing the number of calls between the desks from 10% to 5%. The team will continue to monitor the
inappropriate call volumes and ensure monthly communication is maintained between the HSD and NBSC desks.
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COMMERCIAL IN CONFIDENCE
8 SEPTEMBER SERVICE LEVEL PERFORMANCE
8.1 Horizon Service Desk
Ref SLT] ARI Sepot Oct¥e Nqvo6 Gecos JJan07 Febo7 Mar0’ Apip7 May07 jun07 Julo7 Augd
Horizon Service Desk
80% Calls answered within 30 seconds
Q3
<10 Average Time to Answer <10.0 seco
secs 9 8.0 0 as
<5% Calls not answered
Q3
100! Voicemail available outside HSD sta 0 00.0 Ty 00.0
hours as
100! Voicemail calls raised next working di
Q3
>=85' First Time Fix
a2 89.8 as
95% Software incidents resolved by Rebot 98 9 91.8 9 9 96 96 9¢..06
minutes 95.9 as
100 Software incidents resolved by Rebo 99.74 98.8
minutes Q3
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August 2007
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8.2 Engineering Service
Ref sy ARL Sep0 ojos fovos [decos I Jano7] Feb fro? [apro7 I mayo
Branch Infrastructure = Call to Fix
95) g Priority A -4 hours (flexible structure) 7: a Cz ToT TT his THT THT
a4 Qt Ha 2
954 Jo Priority C- End of Next Business Day (flexible) structurd 90.5 ode 93.0 88.3 92.4 9a ho 93.2 95.7
van
1009 g Priority A - 6 hours (flexible structure) I
Q4 Qt 42.
1009 gi Priority B - 10 hours (flexible structure) 83.1) 749.6 A NIA NIA NII hia NIA NIA
[ory ‘ar WA g
T
100! iO Priority C - End of Next Business Day + 2 houls (flexibl 91.7] 994 13.9 89.1 93.0 95.3 ps 94.4 96.2
structure) aT OT x
Postshop Engineer - Call to Fix
1004 Critical incident within 8 hours
a4 thi 2.
1004 JO Non-critical incident within 48 hours
a4 at 2
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Juno7
80.4
76.4
NIA
NIA
91.3
93.4
88.1
86.5
NIA
NIA
92.2
94.1
98.5
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FUJITSU August 2007
COMMERCIAL IN CONFIDENCE
Ost
OFFICE
8.3 Branch Network Service
ce Jepo6 eros Novos] decos I Jano? I Febo7 I Maroy] Apo] May? Junp?sup7_Aqyo7 —_Sepo7
Branch Telecom Infrastructure - Gall to Fix
95% NO I Priority A - 4 hours (flexible structure) %6 9 9 9 97.6 98 96 9 96 96 98 9
95% I NO ] Priority C- End of Next Business Day (flexible structure) . oe wIi I NR] w w ANIA
100%] NO J Priority A - 6 hours (lexible structure) : : = - : : : I ae a 5 98.4
98.4
100% I NO J} Priority C - End of next business day + 2 hours rm rm rm sual 1a NIA
sua mM NIA
Branch and Counter Availability
298.809 NO J Branch Availability during the Critical Period
aa] a2 Q3
>98.539 NO J} Counter Availability during the Critical Period r r r r
L_4 I iI @ T Cy
399.43 NO I Branch Availability during Post Office Core Day
299.139 LD J} Counter Availability during Post Office Core Day 99 99 9
Banking & Related Services Reliability
99% LD ] Fixed Connection Reliability
99% LD ] ADSL Connection Reliability 0 00.0 00 0
97% LD J Dialed Connection Reliability
Priority C targets have now ceased as agreed.
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August 2007
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SPOST™
FFICE
8.4 Central Network Service
Ref SLT ARL
Er CO
Decoq
Foor [weor_[ Aor I wap supr Jur
Network Availability
>=99.99% = NI A&L Network Availability
Availability Period
<=2 N
Banking Authorisation Agent Availability for EI
Number of P! outages >2 minutes for same bank
Number of PI outages >2 minutes for different ba
a3
a3
a3
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COMMERCIAL IN CONFIDENCE
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8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
rf I at I ant I ‘Sepoe I Octos I Novos I Decos I Jano7 I Febo7 I Mero? I Apro7 I Meyor I Juno? I Juo7 I Augo7 I Sepo7
Banking & Related Services Transaction Times
J=25secq LD [Average trre for Banking Transactionsacross Fixed, ADSL &
{Dialed Connections
IDFD Outbound - APS All Clients.
6.5% LD PS transactions delivered by 23:59hr Day B
97.5% I LD IAPStransactionsdelivered by Day C
985% I LD IAPStransactions delivered by Day D
100% I LD JAPStransadtionsdelivered by Day J
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FUJITSU August 2007
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OFFICE
8.5.2 Data File Delivery - LFS
IDFD Outbound - LFS
97% I NO [Confirration of pouch received at Branch by 22:00hr Day A
97.2% I LD _ I Confirmation of pouch received at Branch by Day B
100.0%] NO I Confirmation of pouch received at Branch by Day I
97% I NO ISAPADS Pouch collected from Branch by 22:00hr Day A,
72% NO JSAPADS Pouch onllected fromBranch by Day B
100.0%] NO }SAPADS Pouch collected from Branch by Day!
96.25%] NO [Daily Cashon Hand details to SAPADS by 23:5¢hr Day A
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POST”
OFFIC
8.5.3 Data Delivery - POL MIS & POLFS
Ref I SLT
IDFD Outbound - POL MS
6% Transaction records to TIP gateway by 03:00hr Day B
97% Transaction records to TIP gateway by 03:00hr Day C
98% Transaction records to TIP gateway by 03:00hr Day D
100% Transaction records to TIP gateway by 03:00hr Day J
IDFD Outbound - POLFS
6% Transaction records loaded to configured POLFS by 07:30hr
Day B
9% Transaction records loaded to configured POLFS by 07:30hr
Day C
98% Transaction records loaded to configured POLFS by 07:30hr
Day D
100% Transaction records loaded to configured POLFS by 07:30hr
Day J
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COMMERCIAL IN CONFIDENCE
8.5.4 DFD Outbound —- Reconciliation, HR SAP, CTS & PO Client Files
ret [st I AR Sepoe I octos I Novos I pecos I vano7 I Fepo7 I maro7 I Apror I mayor I vuno7 I vulo7 I Augo7 I Sepor
DFO Outbound - Reconcliation & Setioment Reports to TP
gateway
NO Joetivery by 08:05hr Day 8 : I x : : 00 0 00 0 00
00 00 SEY
100% NO Jbelivery by 12:00 (after failure in FS domain) or by 18:00 (after . r Y Y r 7000 1000" = 7000 1000 =—_ 1000 1000 I
failure of DRSH or TES)
lDFD outbound - Reconciliation Files
<=2 NO [Number of failures of REC file delivered to CAPO daily by
103:00hr
<=2 NO
Number of failures of REC fle delivered to A&L daily by 03:00hr
100% } No. [REC ties deivered to CAPO by 16:00hr on Day B : 7000 1000 1000. 1000 1000 1000 1000 100.0 1000 1000
100% NO REC files delivered to A&L by 18:00hr on Day B .{ Af 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
lDFD outbound - HR SAP
100% wD IHR SAP delivered to the POL gateway by 21:30hr on the Friday . . 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0
preceding the pay run date 100.0 100.0 100.0 100.0
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8.5.5 DFD Inbound —LFS & Transactions Corrections File Delivery
rf I sot I aRL sepos I Oct0e I Nowe I Deco6 I Jan07 Juno7 I Juio7 I Augo7 I Sepo7
IDFD Inbound - LFS
90% ] NO ISAPADSPlamed Oders delivered by 08:00hr on Day A
96% I ARL_ ISAPADSPlamed Oters delivered by 12,00hr on Day A
(Delivery of transaction correction records to Branches
javailable at 23:59:59hr Day A.
90% ] LD [Transaction corrections available by 08:00.0n Day B
B% LD [Transaction corrections available by 12:00 on Day B
100% LD [Transaction corrections available by 23:59:59 on Day J
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OS
OFFICE
8.5.6
Central Systems, POLFS & TES Availability
Ref I sut I art Sepo6] —Octos] Novod Deco Jandy —Feb0{ — Marof_—_Apr May@? — Jundy Jul ‘Aug}7 _Sepp7
Central Systems Availability
<3 I No Joutages in Core Hours where the Core Solution is unavailable
core hrs at >10% of Branches per SLT year
<8 I NO Joutages in Core Hours where the Core AND Banking Solutio 0.0
core hrs are unavailable at >10% of Branches per SLT year 00
<=14 I No [outages in Core Hours where the Core Solution AND Other
core hre Services are unavailable at >10% of Branches per SLT year
POL FS Availability
98.5% I No I POLES Availabilty 7“ 1001) 100.) a 100
a 998 4100,
— — —
>=4 I NO. [POLS shall not be unavailable to users on any single occasio} ° ° ° ° °
hours during the service level management period 00 a oo . 4
99.75% I NO J TESOA availabilty between 07:00hr and 22:00hr for SLT Mwy WY WON WU TUK TU TWN TW) TU TUM.
97% I NO I[transaction received in the data centre between 07:00 and Toe eo
20:00 daily willbe available within 15 mins on TESQA — sn * —
100% J NO Jit TES fails transaction received between 07:00 and 20:00 will ee ——
100% NO [Transaction received in the data centre between 20:00 and ne ood ee
22:00 daily will be available within 40 mins on TESQA qoos a 23, $90.)
100% NO If TES fails transaction received between 20:00 and 22:00 will —S— ———s — Se!
be available within 2 hours on the TESQA 180.
100% I NO Transaction received in the data centre between 22:00 and
07:00 daily will be available within 4 hours on TESQA
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Gs
OST.
OFFICE
8.6 Reference Data Service
Ref [sit [I ARL Sepoe I Octos I Novos I Decode I Jano7 I Febo7 I Maro7 I Apro7 I Mayo7 I Juno7 I Julo7 I Augo7 I Sepo7
IDFD Inbound - APS Tariff data
96% I NO IAPSreference data delivered by Day B
97% I NO APS reference data delivered by Day C
98% I NO APS reference data delivered by Day D
100% I NO IAPSreference data delivered by Day J
IDFD Inbound - Reference Data
96% ] NO I Reference data delivered by Day B
97% I NO [Reference data delivered by Day C
98% LD I Reference data delivered by Day D
100% I LD I Reference data delivered by Day J
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FFICE
8.7 Reconciliation Service
Ref SL Sep06 Mar Aqro7: ayo7_ I Juno7 J
Exception / Error Resolution
95% Banking & Related Services Priority Exception
hours or less
95! BIM report issued within 5 working days
Payment File Delivery to Merchant Acquirer [Debit C4rd)
by 12 Payment file delivered to MA on the day followifig creatidn date
of the file
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