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FUJITSU
FUJITSU SERVICES
PATHWAY
SERVICE REVIEW
JUNE 2002
POL00394102
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Fujitsu Services SERVICE REVIEW Ref: CS/PER/045
Date: 12/7102 Version: 1.0
Title: SERVICE REVIEW - JUNE 2002
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1 to 30" June 2002
Status: Definitive
Distribution: Service Review Forum
Fujitsu Services, Pathway: Business Manager
Fujitsu Services, Pathway: Customer Service Management Team
Fujitsu Services, Pathway: Customer Service Intranet
Fujitsu Services, Pathway: Library
Author: Mark Jones, Fujitsu Services, Pathway: Management Support Unit
Approval Authority:
Signature:
Richard Brunskill: Fujitsu Services, Pathway: Infrastructure Services Manager
Date:
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0 CONTENTS
O CONTENTS... ccec cece cscs cece eeeeeeeecencecscacacasacaseseseseesecesasesasacasasasaseseecesisesacesacacasassseesesesesesesesssasissseesereretesesisetisisisieeseeseseseresessesisinesnesenenerets 2
1 DOCUMENT CONTROL.
1.1 Document History..
1.2 Associated DOCUMENES...............cecececececsecsesesesesessssssisseseseesesessssssesssesisisissasasasessssssesesesisesisasaavavesessenssesasasesesesasacatetsesrisisisiseteseneseraeeeentes 5
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1A GIOSSALY o.oo. ee cece ec cc eeeccseseseecsesceceseceveveacacacavavavevavesecscsnsacasacacacavavavasacsusscacacacacacacavavavscesessesacacasacacacacacerenesesessecscacacacacaveverereneeseesetecatacseeees 5
1.5 Changes In This Version.
2 JUNE REVIEW OF SERVICE
2.1 Management SUMMALY................cccecceseeseesesseseeseesessesseseesseseesesscsaessessesscsecsessesaessesacseesecsecsecseseesscsecsecsecsecsecsssaesecsecsacsecsecseeseeeseeeeeeeneeereaeeree 7
2.2 Scorecard Action Plan..............cccecececseseeseseeeseseeeeeseescacacassseeseeseeecscisacasasessneesessaeesesisesisasieanscseserrteseeesisiseseseeseseseresesesesiteseseseseesenenereretets 11
3 JUNE VOLUMETRICS..0.o.c ce ecccccceccececeseseseseesessesessvsesessvsesesavessesesessesesesasesessvaacsesessesevsacsessuavsesesavsesesevsesessnesseseseseseseaeseeeeeeeeaeeeeeeaeeeeeeseeeeeee 14
3.1 Vital Statistics
3.2 Horizon System Helpdesk - Logged Call Volumes.
3.3 Horizon System Helpdesk - Logged Call Profiles..............ce cece escsesececcecsesesceceesecevererensncacacacavevevesererersnessacacacecevaeevensneseseeesececenseseeeeees 16
3.4 Operational Outlet & Counter VOIUMES. .......... eee ee eccccee esc ceeeececeeeeeeeececececeesececsceceesececsesecaceesecaceseesecacsesecacaesesecaceceececeeeeeececeeeeseveseeeeteeets 17
4 JUNE REVIEW OF PROBLEM MANAGEMENT. .....0.......2..cccccccsecesesseeesecsesseeeeceeseceeseeeceeeteeceesseeneueeneusessneeeessenssesenseseneesanseteneeteneteneeseseeeeee 18
4.1 Problem Management Cross Domain Problems - Summary.
4.2 Problem Management Cross Domain Problems On Alert...
4.3 Key Cross Domain Problem Update...............cccccccceceescescsesesesesesesesvescacacecsavevecesesecsrsacacacacacacacsceecsusecscacacacacecececscareeeececececacecececeeeeseesetes 18
5 JUNE REVIEW OF RELEASE MANAGEMENT ................::::cccsseseseseeseeeseseseeeesssceevscsesevasscsesessvscsesavacsesavacaceesesacsesesaesesecacscsesecaeeesecacseeeeaeeeaeeees 19
5.1 HIGH LEVEL TIMETABLE. 0.0... cccccecccceseseeecececececececseecsessnenencssecasacacacacscsuenensnsesucecasacacacseveeesenenessisesasssecssverereseneesesesesaseeeeenereneeeeeeseees 19
5.2 Releases Completed During This Period. .............cccceccececsescscsesesceesescsessncacacscacacacscececesansasisacacacacacecececensrseeesecesacacacecereceeeeeeeeeeteceseteee 21
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6 JUNE SERVICE LEVEL PERFORMANCE. ............:c:cccccccscececescecescsceceeeecececeececaesecacacaceesecaceesecacsesacacecseseacsesecaceesecacececeesececeeceseeeeecacaseeeeeaseees 22
6.1 Helpdesk Services... ccc ceeccececeececeseeceeecseecsceeeecaceesecsceesevecacsesecacsesececsceceeacecseacecsesecaceceesecaceeecaceececasecseeececeeeececeesececiseeeeseseeeeeseeeeeee 23
6.2 System Service.........ccccccccscssecsseseseeseseseeccsscsesesscsesevavsesevsvecsesesevsesesessesesenecasscsevasscsevssacsevesavassesavsesesavasecsesesaeseeesaesceeacseeesecesaeeeeasaeeeeesaeseeee 24
6.3 Data Services.
6.4 Transaction Services.
6.5 Training Services...
6.6 Implementation & Roll Out... ceceecececeececeeeeeecececeececeesecececsesececaeeececsesesecaceceesececeesecacsesecaceceesececeusesaceesecacecaeececaeeececeeeesececeseeseeeseeeetets 42
6.7 LF Service.
6.8 Business Incident Management
DOCUMENT CONTROL
0.1 DOCUMENT HISTORY
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Version Date Reason
1.0 12/7/02 Service Review Book for June 2002 performance — review and SLA data
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0.2 ASSOCIATED DOCUMENTS
Version Date Title
1.0 11.06.02 TIP Operational Review Book
3.28.2 15.04.02 Service Review Book for March 2002 performance - data and analysis
0.3 ABBREVIATIONS
FS Fujitsu Services MAT Minimum Acceptable Threshold
HSH Horizon System Helpdesk SLA Service Level Agreement
IT Information Technology TBN To be Notified
MIS Management Information System TRT Termination Review Threshold
0.4 GLOSSARY
For ease of use the glossary of terms used in this review book are classified by the main reporting groups against which they
appear:
@ HELPDESK SERVICES
A&G Calls requiring general advice and guidance
Cash Account Calls requiring general advice on all aspects of Cash Account production
Customer Complaint Calls raised to capture a complaint
Documentation Calls diagnosed as relating to a documentation error
Environmental Calls to register an environmental problem
Hardware Calls diagnosed as relating to a system hardware fault
Implementation Calls relating to offices during rollout
Inappropriate Calls received at the HSH that are inappropriate and will not be dealt with by the NBSC
Network Calls diagnosed as relating to a system network fault
NBSC Referral Calls received at the HSH that will be dealt with by the NBSC (a subset of Inappropriate from 04/08/00)
Operational Calls diagnosed as relating to the non-outlet operating environment (redefined from 04/08/00)
Other Calls relating to PO closures, reference data changes, miscellaneous environmental issues and
failed verification calls
Reconciliation Calls requiring reconciliation of a particular part of the system
Reference Data Calls diagnosed as relating to a reference data fault
Software Calls diagnosed as relating to a system or application software fault
Security Calls relating to security breaches or for the requirement of one shot passwords
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Training Calls which would normally be classed as A&G, but because the user’s knowledge of the system is
lacking, a more in depth explanation is required
Your Guide Calls relating to the Your Guide Kiosk
PO Ltd (Non-Serv) _ All calls placed with Horizon System Helpdesk that embrace non-System Service calls (equates to
non-Hardware, non-Network and non-Software)
PO Ltd (Serv) All calls placed with Horizon System Helpdesk that embrace System Service calls (equates to
Hardware, Network and Software)
@ CALL TO RESOLUTION
‘A’ Priority Logged calls that reflect a fault, which has “resulted in substantial impact on all automated counter
positions in the outlet”
‘B’ Priority 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 outlet”
0.5 CHANGES IN THIS VERSION
Section 3 An improved method for totalling the number of Live Outlets and Counters has been developed.
JUNE The Counter calculation used in May has since been refined and can now provide details of the
VOLUMETRICS number of counters at each Live Outlet contributing to the published total.
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1 JUNE REVIEW OF SERVICE
1.1 Management Summary
SLA achievement for June (with respect to inbound DFD for Day "B") was slightly disappointing due to operational issues with Campus
failover tests and the Network Banking release activities. These issues will be addressed.
There has been a number of joint activities with Post Office Ltd. The End to End Service Management initiative is progressing well and it is
hoped that the joint service proposition will be completed in early August. SPOC 2 discussions are also progressing extremely well with a
tentative go-live date in late September. There has been less substantial progress on the configuration and change management activities
where we are still trying to drive out the business problems and resulting requirements.
There has been a significant amount of effort from both organisations in establishing service and cost reduction options for contract renewal.
These have been input into the current Heads of Agreement discussions.
The Service Improvement Plan regarding OBC performance is progressing extremely well and we are confident we will see a significant
improvement in this service
Finally, a key success for the Operational Security team in the month was the successful outcome of the Camberwell Green fraud case. The
evidence produced from Pathway and the subsequent appearance by Graham Hooper as an expert witness was a key factor in the successful
prosecution.
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1.1.1. OBC
June has continued to see progress within OBC. The May workshop action points are being progressed. A follow up review has agreed
Terms of Reference for the OBC Network Operational Review Forum. Comments have been received on the three service documents, and
these are planned to be issued for approval in Mid-June.
The draft OLA has been completely re-written and has now been issued for further review.
The introduction of Energis On-Line has not yet been achieved due to resourcing issues in Energis; it is now planned for the third week of
July. The resourcing issues in Energis also contributed to disappointing installation figures in June, as a number of ISDN line orders were
placed late with BT. This has been escalated to director level within Energis, and a rectification plan initiated.
An internal review has been conducted into the level of manual intervention required to support the OCMS configuration tool. A formal cross-
domain problem has now been opened, and internal CPs are in production to tackle the primary areas of concern.
OBC invoicing is now being completed monthly, with full charging information being provided.
1.1.2. IMPLEMENTATION TAIL
The two outstanding sites, Isle of Rhum and Papa Stour, have now both been installed. The Implementation tail is therefore now complete.
1.1.3 AUTOMATED PAYMENTS SERVICE
Connections
20 Client interfaces — 8 are new connections (not ex HAPS), 1 suspended in June (SPM)
ESP go live date has still to be confirmed
National Savings activities are to be suspended at Client request until summer 2002
Card Account activities underway for target go-live of 11" October 2002
Client Service
e Quantum still sending inbound data to closed outlets. This is a cross domain problem
File Re-send Service
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e 4"CCN has been rejected by Post Office Ltd. The matter has been referred to the Contract Administration Board for a policy ruling prior
to re-submission of the CCN
1.1.4 TRANSACTION PROCESSING SERVICE
¢ Post Office Ltd are still considering a proposal for a call-off chargeable weekend file repair service
e A procedure is being agreed to provide Post Office Ltd with an alert in the event of a major shortfall in transaction harvesting
1.1.5 LOGISTICAL FEEDER SERVICE
e There is a problem within the ‘Daily Cash on Hand’ in that sometimes there is information included relating to the previous days values. A
fix is being scheduled for the counter to resolve this issue — due for delivery in S20
e There is an outlet non-conformance issue that sometimes causes Wednesday cash declarations to double up. This should be alleviated
by a Post Office Ltd requested change to set LFS end of day at 19.00hrs at every outlet. The CCN is currently under discussion because
the change impacts SLA achievement
e Fujitsu Services awaits SAPADS changes to stop the PLO file transmissions on a Sunday
e LFS changes as a result of the rectification plan have been agreed at working level. Once the rectification plan CCN has been approved,
the OLA will be amended accordingly and changes made to the Maestro Schedule and Service Performance reports.
1.1.6 ICON SERVICE
Agreement has now been reached on service description and prices with the appropriate documentation issued for approval. A CCN is to be
issued to introduce these as CCD’s within the contract schedules
1.1.7 BUSINESS CONTINUITY
There are currently no open Major Business Continuity Issues (MBCI’s)
1.1.8 MESSAGE BROADCAST
Message broadcasts are running at an average of 1 per day for June
1.1.9 PROBLEM MANAGEMENT
e No major issues in June 2002 with no problems escalated to the Service Review Forum.
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e [twas agreed at the June problem management review that one of the Fujitsu Services Field Service Managers would host a presentation
to the new Post Office Ltd ‘Heads of Area’ to familiarise them with the processes and procedures involved in the Field Service
Management function. Post Office Ltd have agreed to complete a process for fast track outlet visits
e A\list of ‘Uncomfortable Sites’ is being prepared jointly by Fujitsu Services and Post Office Ltd following recent occurrences which have
placed the Field Services Managers and Engineers ‘at risk’ during visits.
1.1.10 REMEDIAL PAYMENTS
Invoices have been issued to end May 2002 for all remedial streams.
1.1.11 RECONCILIATION AND FINANCIAL INTEGRITY
There have been no major reconciliation and financial integrity issues during June 2002.
1.1.12 COMPLAINTS
A positive and constructive joint meeting has been held, with no issues of concern being raised. The Complaints documentation has been
reviewed and agreed. An escalation path has been agreed should any concerns arise again in connection with way in which complaints are
managed.
1.2 SCORECARD ACTION PLAN
Summary of progress during June 2002:
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Category I Sub Category Action Summary of progress Status
Service Helpdesk Ensure HSH procedures and practices are I From 1 May 2002, all calls transferred into the Monitor
Delivery Service in place to recognise and accept ownership I HSH from the NBSC have been accepted without
of calls transferred from NBSC. Reduce the need to request verification of identity from the
instances of queried ownership (end outlet.
customer dissatisfaction) to zero.
Problem Become more pro-active, immediate Fujitsu Services now believe that improvements Monitor
Management I improvement expected. Advise Post Office I have been made in this area and important issues
Ltd of problems when they happen, not are now being communicated as and when
afterwards. (Example from March SRB — required.
OBCS Stop list issue not communicated via
Duty Manager route).
Reconciliation I Remove confusion and delay over Meeting still to be re-scheduled between Fujitsu On-going
Services resolution of outlet reconciliation queries Services and Post Office Ltd. Postponed at Post
raised via ad-hoc BSM request by Office Ltd request Preliminary work completed by
revisiting procedures and amending where I Fujitsu Services to resolve outstanding issues (4)
necessary. which are currently with the Security department.
2.3 SCORECARD ACTION PLAN (Contd)
Category I Sub Category Action Summary of progress Status
OBC 1. Set up working party to review the TOR I TOR have been discussed at the forum and Closed
and attendees of monthly OBC forum —
hold workshop to discuss
agreed
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OBC 2. Re-visit OBC OLA and agree targets The OLA has been rewritten by Fujitsu Services Closed
and deliverables and re-distributed for review
OBC. 3. Post Office Ltd to define who is Still awaiting formal notification from Post Office On-going
tesponsible for the OBC process Ltd
OBC 4. Hold first OBC forum with new TOR and I First forum under new TOR scheduled for 24" July I On-going
attendees
OBC 5. Positive evidence from both Post Office I Awaited! However feedback from Post Office Ltd Monitor
Ltd and Fujitsu Services of improvement in I OBC team suggests that they are pleased with the
OBC process and customer satisfaction progress currently being made.
Service Responsivenes I General review of processes within Fujitsu I Process review commenced in June On-going
Manage- I sto Requests I Services of CR/ CP process, actioning of
ment non-CR requests for information etc.
Completion of action points.
Service Whilst remaining contractually compliant, I Fujitsu Services believe that this is now being Monitor
Improvements I review the way Fujitsu Services deals with I handled effectively on a day to day basis.
service improvements to effect a more co- I Comment from Post Office Ltd is awaited
operative and mutually beneficial
arrangement between both parties.
Service Review layout and content of the SRB. This is the third version of the new look review Monitor
Reports and Make it more informative. Concentrate on I book. Initial comments from Post Office Ltd
Reviews the performance of the service, new suggest they are pleased with the new format. We
services, new topics etc, as well as are currently looking at revisions to some of the
reporting historically on SLA conformance. I sections agreed at the June HSRF. It is expected
Trial SRB to be sent to Post Office Ltd that these revisions will be included in the July
reporting April 02 results review book.
2.3 SCORECARD ACTION PLAN (Contd)
Category I Sub Category Action Summary of progress Status
Attitude and Ensure Fujitsu builds upon relationships Fujitsu Services believe that this issue is being Monitor
Behaviours already in place whilst still treating Post dealt with on a day to day basis. Comment from
Office Ltd as a valued customer who Post Office Ltd is awaited
expects excellent service at all times.
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Review how complaints are handled within
Fujitsu Services
Forward Achieving Review Fujitsu Services processes within I Now completed. Closed
Planning Milestones
CS to ensure that we deliver the service
expected, to a quality expected, to the
timescale expected. Specific action to be
taken to resolve issues with the 2 outlets
still to be rolled out
General Communication
Improve the frequency, quality and
timeliness of communication between
Fujitsu Services and Post Office Ltd in
issues relating to the delivery of the live
service.
Fujitsu Services believe positive effort has been Monitor
made in this area. We await the next issue of the
scorecard
2 JUNE VOLUMETRICS
2.1 VITAL STATISTICS
Live Base as at 1st July 2002: 17,438 Post Offices, 39,455 Counters
Cumulative Data is from 1st December 1999 to 30th June 2002 inclusive
Monthly Data is from 1st June 2002 to 30th June 2002 inclusive
OBCS
This month
to date
Total number of transactions
43,654,889
1,276,588,129
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[ Total value of payments
£3,651,093,741 I
£ 102,562,419,553 I
EPOSS
Total number of receipts 48,727,528 1,509,750,073
Total number of payments 7,221,516 251,365,111
Total number of zero value transactions 5,988,073 138,334,076
Total value of receipts
£ 3,120,949,083
£ 87,016,948,906
Total value of payments
£ 735,632,358
£24,496,174,654
APS
Total number of transactions 26,471,530 623,732,048
Total value of receipts £ 904,593,846 £ 17,875,996,857
e EPOSS zero-value transactions include issue of books, change of address, etc.
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2.2 HORIZON SYSTEM HELPDESK - LOGGED CALL VOLUMES
90 9
EEINon-Service
20 2 . oo : Bl service (Hardware, Network, Software) ols
Live Outlets
10 Do atts per outlet 7 ,
60 6
2
33 3
68 50} — — — = — : - 55
2 § 9
Pad
33 a
oe 42
ae =
5 te)
°
3
2
1
0
Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02
Jul-014 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02
INon-Service 29573 25259 17690 21647 19479 15567 17031 16705 16084 16313 17017 14153
Service (H/W, N/W, S/W) 13134 11554 8059 9564 10115 6810 7714 7427 7002 6916 8067 6769
‘Total Customer Calls 42704 36813 25749 31211 29594 22377 24745 24132 23086 23229 25084 20922
Live Outlets 17537, 17550 17558 17563 17560 17514 17503 17518 17495 17479 17457 17438
Calls per Outlet 24 2.1 1.5 1.8 1.7 1.3 1.4 1.4 1.3 1.3 1.4 1.2
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45,000
40,000
35,000 es woes -
30,000
2
% 25,000
&
g 20,000 (jz
45,000 I
10,000
0 -
Jul-O1 Aug-01— Sep-01 Oct-01 = Nov-01 —Dec-01 = Jan-02.— Feb-02 = Mar-02 = Apr-02.- May-02 = Jun-02
Month
BA&G WCash Account WChange WCust. Complaint Documentation
DE nvironmental GHardware implementation Dinappropriate GNBSC Referral
DNetwork & Non-Polling Operational BReconciliation WReference Data BSecurity
Osoftware BTraining Orrolley OYour Guide
Jul-04 Aug-01 2p-01 Oct-04 Nov-04. Dec-04 Jan-02 Feb-02 Mar02 Apr02 May-02 Jun-02
A&G 412807 10413 6212 6793 6462 5148 4719 4461 4474 4775, 4688 3673
Cash Account 3177 2854 1813 2187 41637 1648 1716 41553 1600 41554 41808 41357.
Change 329 283 At 38 26 22 157 39 31 8 6 44
Cust. Complaint 53 42 17 26 28 418 413 8 410 14 413 43
Documentation 3 5 4 2 2 27 4 4 0 4 0 4
Environmental 41201 842 538 583 475, 476 702 743 777 973 41136 899
Hardware 3752 3888 3234 3737 3116 2605 3206 2895 2760 2973 3186, 2912
implementation. 49 At 22 44 12 2 10 6 6 3 4 0
inappropriate 299 247 447 166 244 184 242 334 419 423 359 253
NBSC Referral 429 4536 2692 3524 3049) 2557 2811 2797 2545 2540 2557, 2170
Network & Non-Polling [1404 1158 204 182 149 214 205 202 119 168 196 186
Operational 5 6 4 0 0 oO 2 5 3 15 5 410
Reconciliation 3 2 oO 4 4 4 2 4 0 0 4 oO
Reference Data 46 43 37 34 i8 is 23 15 31 En 24 26
Security 708 739 603 660 651 561 653 624 552 568 634 650
Software 7975 6508 4621 5645 6850 3987 4303 4327 4123 3775 4685 36714
Training 6493 4683 5012 7268 6581 4740 5750 5925 5632 5385 5782 5089
Trolley NIA 4 0 4
Your Guide. 106 6 4 334 9: 168. 30. 13: L Oo 2 2
Total Calls 42598 36813 25749 31214 29594 22377 24745 24132 23086 23229 25084 20922
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2.4 OPERATIONAL OUTLET & COUNTER VOLUMES
42,000
39,000
36,000
33,000 A
GE Actual Live Outlets
~ 30,000 (ST Actual Live Counters
Ss
© 27,000 Forecast Live Outlets
8 -Forecast Live Counters
= 24,000 ——
a
2
3 21,000
(o)
18,000
3
= 15,000
Ej
z
12,000
9,000
6,000
3,000
0
Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02 May-02 Jun-02
Jul-0t ‘Aug-01 Sep-01 Oct-01 Nov-01 I Dec-01 I Jan-02 I Feb-02 I Mar-o2 ] Apr-o2 I May-02 I Jun-02
Actual Live Outlets 17537 17550 17558 17563 17560 17514 17503 17518 17495 17479 17457 17438
‘Actual Live Counters 37970 37984 37991 37998 37995 37895 37871 37903 37853 37818 39371 39455
Forecast Live Outlets 17537 17553 17565 17570 17562 17514 17503 17518 17495 17479 17457 17438
Forecast Live Counters 37970 37986 37998 38007 37997 37895 37871 37903 37853 37818 39371 39455
3 JUNE REVIEW OF PROBLEM MANAGEMENT
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3.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - SUMMARY
FS Problems FS Status Num _ Post Office Ltd Post Office Num
Problems Ltd Status
Monitor 8 Monitor 4
WIP. 5 WIP
Open 13 Open 21
3.2 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS ON ALERT
There are no problems on alert.
3.3 KEY CROSS DOMAIN PROBLEM UPDATE
4
6
7
8 JUNE REVIEW OF RELEASE MANAGEMENT
8.1 HIGH LEVEL TIMETABLE
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Network Banking Increment for infrastructure changes
BI2 Counter: BI2A makes changes to the infrastructure only, not to the ‘look and feel’ of the counter.
BI2A: April - July 2002 This software drop is about the same size as CSR+, so has been split into 7 distribution
packages. These are applied to the gateway only and then distributed by a separate
package to the slaves. In addition, a counter can be upgraded via a box swap. An outlet
can have both S11R and BI2A counters and continue to function normally. Outlets will not
be notified of this upgrade.
At June 18 (1600), 8 counters were outstanding. Currently (July 3) 1 counter remains to
BI2B: July - September be upgraded.
2002
BI2B delivers changes to the application and includes some bug fixes: S11 Print Preview
(4 observations found in testing), S11 Training Default Stock Units and to eliminate a black
message box. This is a much smaller drop, so will be a single distribution package.
However, this change has to be applied to all counters within an outlet at the same time,
so Counter News and screen messages are being developed.
The pilot for this counter drop was successfully committed on June 17.
Network changes for Network Banking
Network I Infrastructure: One of the key changes in this release is the introduction of FRIACO (Fixed Rate Internet
April - July 2002 Access Call Origination), which changes the way the data centre 'talks' to an outlet.
Other changes at the release include a technology refresh to make room for Network
Counter: Banking equipment and to create the DMZs. Those elements of the Horizon system that
Pilot: July 2002 directly interact with the NBE will be contained within a secure component of the Data
Roll out: November - Centres.
December 2002
The counter changes at this release are to mirror the changes at the data centre.
5.1 HIGH LEVEL TIMETABLE (Contd)
RELEASE
BI3
APPROX DATE
Data Centre:
May 2002 - January
2003
CONTENT/COMMENTS
Network Banking Increment for applications
More detail around this release will be available at the next issue of this summary, but
currently BI3 involves significant changes to support the Network Banking facility. The
main data centre upgrade is scheduled January 4/5 2003.
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Counter:
January - February
2003
$20 September - November I Maintenance Release.
2002 Content not fixed, but this is likely to contain the code element of the Year 12 Cash
Account. This information should be available for the next update
Debit Card I April 2003
(EFTPoS) I To be confirmed
Bureau de I To be confirmed
Change
8.2
8.3
8.4 RELEASES COMPLETED DURING THIS PERIOD
RELEASE
APPROX DATE
CONTENT/COMMENTS
Passport
Refund
Products
Counter:
June 2002
(134 outlets)
This fix is required to enable payment lines 4024/1036 to print on the Cash Account for the
new Fast Track Passport Refund products. This is for an initial 134 outlets, but it is Fujitsu
Services' understanding that this fix will be required at a further 4000 outlets, possibly in
September 2002.
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Version: 1.0
This counter drop was completed on June 26 to the initial 134 outlets.
EPSON
Printer Fix
Counter:
June 2002
This fix has been produced as a temporary measure to resolve a problem with the Office
Weekly 'Redeemed Savings Stamps' report, which prints in bold and over two pages. The
following message has been agreed with the Post Office Ltd problem manager and will be
received by all affected outlets.
This counter drop was completed on June 26.
Your software has been upgraded as part of the ongoing preparation for Network Banking.
As a result of this upgrade, your Office Weekly 'Redeemed Saving Stamps' report will have
two pages (the second page will not be numbered). This report will change back to one
page with a further software release in Autumn 2002.
Both pages of this report must be stapled together in the top left hand corner and sent to
Transaction Processing in the normal manner.
You do not need to call the help desks to acknowledge this message.
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Version: 1.0
10 JUNE SERVICE LEVEL PERFORMANCE
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
Helpdesk Services
System Service
Data Services
Transaction Services
Training Services
Implementation & Roll Out
LF Service
Business Incident Management
10.1 HELPDESK SERVICES
23
24
28
40
a
42
43
45
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Review of Helpdesk Services SLA achievement
June telephony SLAs, especially the calls abandoned greater than 40 seconds SLA, were affected by:-
e call distribution issues during the Bank Holiday,
«the BI2b software upgrade - including a peak of 2,330 calls offered on Saturday 29" June - and
© printing issues with Epson printers.
10.2 SYSTEM SERVICE
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10.2.1 LOCAL
Review of System Service ‘Local’ SLA achievement
A total of 12 calls failed the 4 hour SLA including 5 WINNT Log On issues and 2 Blue Screen issues.
Details as follows :
« WINNT Log On issues - E-0205300653, E-0206050708, E-0206130200, E-0206010135 and E-0206180037 ;
e Blue Screen issues - E-0206010088 ( sent to SSC for rebuild ) and E-0206180045 ( due to upgrade) ;
e POLO problems - E-0206170529 ( issue following power cuts ) and E-0206100285 ( post POLO failure ) ;
e White Screen issue - E-0206140115 ; Comms problem : E-0206051019 ; and Desktop initialization error : E-0206220080.
Of the above calls, 7 also failed the 6 hour Remedial SLA.
The 10 hour Remedial SLA had 4 failures : a Blue Screen issue - E-0206050325 ; a Desktop initialization error - E-0206051281 ; a
Node Disconnected issue - E-0206030030 ; and a Comms problem - E-0206050174.
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10.2.2 INTERMEDIATE
is GAA GARE GRA GRA GER RR es REA MER GE —
Review of System Service ‘Intermediate’ SLA achievement
10.2.3 REMOTE
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Review of System Service ‘Remote’ SLA achievement
2 Calls failed the 8 hour SLA, as follows :
e E-0206100805 - Base unit failed to reboot and caught in loop, compounded by remote site dependent on ferry times and KMA
server issue
e E-0206010059 - Windows could not start due to missing file, compounded by comms issue ( this call also failed the 12 hour SLA
).
System Service Call to Resolution — All categories:
These Performance Measures are subject to the rectification proposal. Under the proposal, they will be replaced by a percentage of
the Maximum Allowable Hours for all calls (across all locations and priorities ). The figure for June was 14.54%.
10.3.1 REBOOT INCIDENTS & ENGINEER VISITS
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10.4 DATA SERVICES
10.4.1 INBOUND
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Review of Data Services ‘Inbound’ SLA achievement
10.4.1.1 INBOUND APS TARIFF DATA
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Review of APS Tariff Data ‘Inbound’ SLA achievement
The Day B SLA was affected by a fail-over on the 22" and network congestion on the 28" when - as a result of the BI2B upgrade -
5,000 users attempted to log in simultaneously.
10.4.1.2 INBOUND APS CUSTOMER DATA
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i SAA AAA A A A RRA RA MRA GRA RS
Review of APS Customer Data ‘Inbound’ SLA achievement
10.4.2 OUTBOUND
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Review of Data Services ‘Outbound’ SLA achievement
10.4.3 OUTBOUND APS CLIENTS
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6.3.3 OUTBOUND APS CLIENTS (Contd)
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6.3.3 OUTBOUND APS CLIENTS (Contd)
6.3.3 OUTBOUND APS CLIENTS (Contd)
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6.3.3 OUTBOUND APS CLIENTS (Contd)
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6.3.3 OUTBOUND APS CLIENTS (Contd)
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6.3.3 OUTBOUND APS CLIENTS (Contd)
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6.3.3 OUTBOUND APS CLIENTS (Contd)
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Review of Data Services APS Client ‘Outbound’ SLA achievement
10.5 TRANSACTION SERVICES
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i LGR GRA EA GRR RR I GR GAR MER ER RE Tt
T ae T =
; T To T a
Review of Transaction Services SLA achievement
For Information Only
The method of calculating performance against these Performance Measures is currently being reviewed between Fujitsu Services
and POL Commercial. No data is therefore included in this Review Book.
10.6 TRAINING SERVICES
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10.7 IMPLEMENTATION & ROLL OUT
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Review of Implementation and Rollout SLA achievement
10.8 LF SERVICE
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10.8.1 OUTLET TO SAPADS
TT = — = To 7 —s
Review of LF Service Outlet to SAPADS SLA achievement
10.8.2 SAPADS TO OUTLETS
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TTL Le ne ZEEE ED TT Lee ee
Review of LF Service SAPADS to Outlet SLA achievement
The previously published figure of 94.5% for Day A has been adjusted to take into account the effect of the double Bank Holiday on
3°74" June.
10.9 BUSINESS INCIDENT MANAGEMENT
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Review of Business Incident Management SLA achievement
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