Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
FUJITSU SERVICES CCN NO: 1016a
(Pathway) Ltd. (see Hand Amendment in
CHANGE CONTROL NOTE I attaachment)
(CCN) - SHEET 1
CCN TITLE: Helpdesk Single CHANGE ADMINISTRATION USE ONLY.
Point of Contact SPoC 2 CR NO: R0264
CP NO: 3315
IMPLEMENTATION DATE EXPIRY DATE:
OR RELEASE: 4" November 2002
CCN RAISED BY: Victor Gough DATE:
29" October 2002
EMERGENCY IMPLEMENTATION DATE:
SUBMISSION DATE: 30" October 2002
APPROVALS REQUIRED: Yes
FUJITSU SERVICES APPROVAL DATE I POST OFFICE LTD DATE
APPROVAL
EXECUTIVE SUMMARY OF IMPACT ASSESSMENTS:
SPoC 2 is the second phase to support PO Ltd’s business vision of a single point of
contact for the outlets building on SPoC phase 1 which was implemented in
September 2001.
This CCN introduces the change to the current process of receiving helpdesk calls
both by the HSH and NBSC. There is no technical change envisaged by the
introduction of SPoC 2.
OVERALL IMPACT ASSESSMENT: HIGH HMEDIUM+LOW
REASON FOR CHANGE:
“SPoC 2” is the second phase as specified below, to support PO Ltd’s business
vision of a single point of contact for the outlets building on SPoC phase 1 which
was implemented in September 2001.
It is PO Ltd’s aim to reduce the need to transfer calls from outlets between two
support centres when they have a problem that requires a business and or
operational answer. It is intended that the move to SPoC 2 should reduce call time
and provide the Outlet with a more integrated help desk service.
DETAILS OF CHANGE:
Currently the NBSC resolves Post Office business related calls and the HSH
resolves calls surrounding the operation of the Horizon counter kit and calls relating
to hardware, software and network problems.
The Introduction of SPoC 2 would result in the HSH only resolving hardware,
software, and network problems for example “my printer has broken”, together with
any environmental and security issues. The NBSC would then resolve any calls
where outlets require advice or guidance in using the Horizon system, for example
“how do I input a bureau transaction to the system”. These calls are currently
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 1
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
categorised as Advice & Guidance, cash accounting or training.
* When placing a call, the outlet will be directed by the telephony (IVR), which
is in PO Ltd’s domain.
All advice and guidance type calls received at any time by HSH will be
referred to the NBSC and logged as “inappropriate” by the HSH.
The HSH will only provide technical support on system issues.
Existing resource shall be maintained by the HSH until 1°‘ January 2003.
The proposed change impacts the CSR+ HSH PPD (CS/PRO/092) v4.0 and Fujitsu
Services Pathway/Post Office Limited Interface Agreement for the Network Business
Support Centre and Horizon System Helpdesk (CS/IFS/007) v3.0 both these
documents will be amended/updated to describe the introduction of SPoC 2.
Any effect on charges under the Codified Agreement as a result of the
implementation of this CCN has been considered as part of the joint Working
Together program and has been included within the Proposal to Post Office Ltd for
Extension of the Horizon Contract dated 18'" September 2002 (Contract
Amendment). Should Post Office Ltd decide not to proceed with the proposal for
Contract Amendment then the parties will enter into further discussions in good faith
to agree an appropriate reduction in charges payable under the Codified Agreement
and taking into account the price for implementing this CCN.
PROPOSED REVISION TO WORDING OF CODIFIED AGREEMENT:
Refer to Attachment 1 of this CCN.
ACCEPTANCE / IMPLEMENTATION TIMETABLE:
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 2
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
FUJITSU SERVICES (Pathway) I CCN NO: 1016a
Ltd.
CHANGE CONTROL NOTE
(CCN) - SHEET 2
CCN TITLE: Helpdesk Single Point of Contact SPoC 2
COSTS TO P.O. Ltd: (including non-recurring charges and new or amended charges)
Task or Materials Number of I Man Day Task Sub
Man-Days Rate Total
Documentation 2.0 £631.00 £1,262.00
CS SPoC Project costs:
Senior Consultant (1) 14.0 £1,010.00 £14,140.00
Software Engineer 6.0 £631.00 £3,786.00
HSH, Data Analysis 20.0 £631.00 £12,620.00
Sub-total £31,808.00
20% Contingency £6,361.60
TOTAL: £38,169.60
IMPACT SUMMARY Impacts on Related Agreements and Services
Payment Plan/Terms of Payment:
1. POL will not be obliged to pay the £38, 169.60 if Contract Amendment takes
place before 31 January 2003, as the parties intend that the Contractor's charges for
work carried out under this CCN will be included in the charges set out in the
Contract Amendment (if agreed before that date)
2. The Fixed Charge excludes VAT which shall be paid by POL
3. In the event that Contract Amendment does not take place before 31
January 2003, on or after 31 January 2003 the Contractor shall render an
invoice to POL in respect of the £38,169.60 as set out above. Such invoice
shall be paid by POL within 30 days of receipt.
Documentation:
Codified Agreement Schedules Affected:
Schedule A15 Requirements Catalogue BP/CON/194
Schedule A16 Solutions Catalogue BP/CON/195
Schedule GO1 POCL Infrastructure Service Definition BP/CON/226
Schedule G10 POCL Infrastructure Service Levels and Remedies
BP/CON/235
Schedule NO5 NBS Service Management BP/CON/266
New Contract Controlled & Referenced Documents: None
Documents Quality Reviewed: YES/NO
Reference Title Version & Date
Reason for Document Update:
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 3
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
Affected Contract Controlled/Referenced Documents:
Reference Title Version & Date
CS/PRO/O092 I CSR+ HORIZON SYSTEM HELPDESK V4.0 20/09/01
Processes and Procedures Description
Other Affected Documents (for information only):
Reference Title Version & Date
CS/IFS/007 Fujitsu Services Pathway/Post Office 3.0 25/09/02
Limited Interface Agreement for the
Network Business Support Centre and
Horizon System Helpdesk
Deliverables: N/A
Personnel: N/A
Existing Timetable: N/A
Implementation Plans: N/A
Security: N/A
Risk: N/A
System Support: N/A
System Management: N/A
Standards: N/A
Accommodation/Location: N/A
Charges and Charging Mechanism: Subject to terms in Payment Plan/Terms of
Payment above
Service Delivery Criteria: N/A
Service Levels: As described in attachment 1 to this CCN
P.O. Ltd Responsibilities: N/A
Contractual Issues: N/A
Other: This CCN replaces CCN 1016 rejected by PO Ltd on 11" October 2002.
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 4
FUJ00000875
FUJ00000875
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
CHANGE CONTROL NOTE
ID: PWY_CCN_1016 CCN:1016a — Create Date: 20-SEP-2002 13:37:45
Status: APPROVED Originator: Ken.Westfield
Helpdesk Single Point of Contact SPoC 2
Main Description:
Related Parts
0 PWY:CCN.A;1 Ken. Westfield
(CHANGE_MANAGEMENT)
Change Control Notes
2 PWY:CA_SCHEDULE_A.A;1 Ken, Westfield
(LIBRARY)
CODIFIED AGREEMENT Schedule A Documents
2 PWY:CA_SCHEDULE_G.A;1 Ken. Westfield
(LIBRARY)
CODIFIED AGREEMENT Schedule G Documents
2 PWY:CA_SCHEDULE_N.A‘1 Ken. Westfield
(LIBRARY)
CODIFIED AGREEMENT Schedule N Documents
2 PWY:CS-PRO.A:1 Ken. Westfield
(LIBRARY)
Procedure
2. PWY:CS-IFS.A;1 Ken. Westfield
(LIBRARY)
Interface specification
2 PWY:CD_ATTACH.A;1 Ken. Westfield
(CHANGE_MANAGEMENT)
Change Document Attachments
Related Items
Affected
2. PWY:BP/CON/194.A-CONTREXT:4.0 (Affected) Ken.Westfield
(BPCON194.doc)
CODIFIED AGREEMENT SCHEDULE A15 - REQUIREMENTS CATALOGUE
Affected
2. PWY:BP/CON/226.A-CONTREXT:4.0 (Affected) Ken.Westfield
(BPCON226.doc)
CODIFIED AGREEMENT SCHEDULE G01 - POCL INFRA SERVICE DEFINITION
Affected
2. PWY:BP/CON/195.A-CONTREXT:4.0 (Affected) Ken.Westfield
(BPCON195.doc)
CODIFIED AGREEMENT SCHEDULE A16 - SOLUTIONS CATALOGUE
Affected
2. PWY:BP/CON/235.A-CONTREXT:4.0 (Affected) Ken.Westfield
(BPCON235.doc)
CODIFIED AGREEMENT SCHEDULE G10 - POCL INFRA SERVICE LEVELS & REMEDIES
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 5
FUJ00000875
FUJ00000875
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
Affected
2 PWY:BP/CON/266.A-CONTREXT:4.0 (Affected) Ken.Westfield
(BPCON266.doc)
CODIFIED AGREEMENT SCHEDULE N05 - NBS SERVICE MANAGEMENT.
Affected
2. PWY:CS/PRO/092.A-INTDOC:4.0 (Affected) Ken.Westfield
(CSPRO092.doc)
CSR+ HORIZON SYSTEM HELPDESK PPD
Affected
2. PWY:CCN_1016_1.A-CDATTACH:1 (Affected) — Ken.Westfield
(CCN_01016_1.doc)
CCN 01016 ATTACHMENT 1
Response
3. PWY:CCN_1016_1.A-CDATTACH:2 (Response) _ Ken. Westfield
(CCN_01016_1.doc)
CCN 01016 ATTACHMENT 1
Response
6 PWY:CCN_1016_1.A-CDATTACH:;3 (Response) _ Ken. Westfield
(CCN_01016_1.doc)
CCN 01016 ATTACHMENT 1
Affected
6 PWY:CS/IFS/007.A-INTDOC:3.0 (Affected) Ken.Westfield
(CSIFS007.doc)
FUJITSU SERVICES PATHWAY/POST OFFICE LIMITED INTERFACE AGREEMENT FOR THE
NETWORK BUSINESS SUPPORT CENTRE AND HORIZON SYSTEM HELPDESK (NB-WD)
Response
11 PWY:CCN_1016_1.A-CDATTACH:4 (Response) Ken. Westfield
(CCN_01016_1.doc)
CCN 01016 ATTACHMENT 1
Related Child Change Documents:
Related Parent Change Documents:
Dependent PWY_CP_3315 CLOSED PCMS - CM Dept. (PCMS)
Helpdesk Single Point of Contact - Phase 2 (SPOC2)
Dependent PWY_PDACR_656 APPROVED Ken. Westfield (WESTFIELDK)
SPOC Phase 2 - Transfer of Horizon Advice and Guidance Calls
Action Number: 3 Date Sep 24 2002 14:28:27 By: Ken Westfield (Change Management)
Comments
CCN updated following CCB discussion and follow-on meeting between Directors. CCN reloaded into PVCS,
and submitted to POL.
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 6
FUJ00000875
FUJ00000875
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
Action Number: 6 Date Oct 30 2002 09:53:29 By: Ken Westfield (Change Management)
Comments
CCN updated to reflect POL rejection points and after discussions between Directors. Re-loaded into PVCS
and presented to Emergency CCB 30th October 2002.
Action Number: 7 Date Oct 30 2002 11:40:40 By: Ken Westfield (Change Management)
CCB Minutes (237) 30-Oct-02
CCN PENDING
Presented by Change Management and P Purewal after the CCN had been updated to reflect the rejection
points against CCN 1016 and discussions held between Directors and the commercial department. The main
points of discussion being the inclusion of a figure for RATEX within the CCN, and the reintroduction of L1
and L2 SLAs into the CCN attachment. M Riddell confirmed that this reintroduction did not raise the price of
the CCN.
M Riddell then confirmed that there was no RATES specific to SpoC 2 and as such the paragraph detailing
this should be removed.
B Carter questioned the inclusion of the statement regarding "an appropriate reduction in charges payable",
the Board believed that this statement should remain and would be resolved in further discussions on Contract
Renegotiations.
B Carter suggested that there be a timeline added for the invoicing of the CCN charges, similar to Debit Card -
the CCB requested that this be the case.
Discussion ensued on whether a statement on the intention of retaining staff to year-end is included, and it was
agreed that a statement should be added.
Change Management queried what approval timescale was required for the CCN and R Brunskill agreed to
confirm this with his PO contact.
CCB agreed CCN should be submitted subject to actions.
Actions:
1) P Purewal/R Brunskill to amend CCN to remove reference to RATEX, include timeline for invoicing and to
include statement about staff retention
2) R Brunskill to confirm with Post Office when approval should be requested to allow the necessary lead-
times for implementation.
3) Change Management to amend CCN in system and submit on identified Fast Track approval once actions 1
and 2 completed.
Action Number: 12 Date Nov 7 2002 13:13:39 By: Ken Westfield (Change Management)
Comments
Attachment to CCN updated by Change Managemnt to reflect agreed Hand Amendent.
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 7
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
Action History
1 20-SEP-2002 13:37:45 Ken, Westfield I”
WESTFIELDK
Document created
2 23-SEP-2002 09:12:43 Ken.Westfield
WESTFIELDK Chg Mamt
Actioned document from RAISED to COMMERCIAL, REVIEW
3 23-SEP-2002 09:26:54 Ken. Westfield:
WESTFIELDK Chg Mame
Actioned document from COMMERCIAL_REVIEW to READY I TO_SUBMIT
4 24-SEP-2002 14:28:58 Ken. Westfield
WESTFIELDK Chg Maint
Actioned document from READY_TO_SUBMIT to SUBMITTED
5 11-OCT-2002 11:59:58 Alison.Clarke {
CLARKEA Chg Memt
Actioned document from SUBMITTED to REJECTE
6 30-OCT-2002 09:52:38 Ken. Westfield. GRO
WESTFIELDK
Actioned document from REJECTED to RAISED
7 30-OCT-2002 09:55:32 Ken. Westfield:
WESTFIELDK Ig
Actioned document from RAISED to COMMERCIAL _REVIEW
8 30-OCT-2002 15:12:43 Ken. Westfield
WESTFIELDK Chg Mgmt
Actioned document from COMMERCIAL REVIEW to READY_TO_SUBMIT
9 30-OCT-2002 15:56:06 Ken.Westfield 7”
WESTFIELDK Chg Mgmt
Actioned document from READY_TO_SUBMIT to SUBMITTED
10 04-NOV-2002 16:49:47 Ken. Westfiel j
WESTFIELDK Chg Mgmt
Actioned document from SUBMITTED to APPROVED
11 07-NOV-2002 13:08:39 Ken. Westfield }
WESTFIELDK Chg Mgmt
Actioned document from APPROVED to RAISED
12 07-NOV-2002 13:09:02 Ken. Westfiel
WESTFIELDK
Actioned document from RAISED to APPROVED
Update History
0 20-SEP-2002 13:37:45 Ken. Westfield
WESTFIELDK
Related Design Part PWY:CCN.A:1
1 20-SEP-2002 13:39:01 Ken. Westfield!
WESTFIELDK ‘Chg Memt
Request attribute(s) updated
1 23-SEP-2002 09:12:02 Ken. Westfield!
WESTFIELDK Chg Memt
Request attribute(s) updated
1 23-SEP-2002 09:12:32 Ken.Westfieldi~
WESTFIELDK Chg Mgmt
Detailed description edited
23-SEP-2002 09:14:33 Ken. Westfiel
WESTFIELDK
Related Item PWY:BP/CON/194,A-CONTREX
23-SEP-2002 09:14:33 Ken.Westfield)_
WESTFIELDK
i
i
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 8
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
Related Item PWY:BP/CON/195.A-CONTREX
2 23-SEP-2002 09:14:33 Ken. Westfield
WESTFIELDK Chg Mgmt
Related Design Part PWY:CA_SCHEDULE_A.A:1
2 23-SEP-2002 09:14:35 Ken. Westfield
WESTFIELDK
Related Design Part PWY:CA_SCHEDULE_G.A
2 23-SEP-2002 09:14:35 Ken. Westfield:
WESTFIELDK
Related Item PWY:BP/CON/235.A-CONTREXT: 4.0 (Affected)
2 23-SEP-2002 09:14:35 Ken.Westfield) GRO Hi
WESTFIELDK “Che Mgmt
Related Item PWY:BP/CON/226.A-CONTREXT:4.0 (Affected)
2 23-SEP-2002 09:14:37 Ken.Westfieldi..
WESTFIELDK Chg Mgmt
Related Item PWY:BP/CON/266.A-CONTREXT;4.0 (Affected)
2 23-SEP-2002 09:14:37 Ken. Westfield: a
WESTFIELDK Chg Mgmt
Related Design Part PWY:CA_SCHEDULE_N.A:1
2 23-SEP-2002 09:14:39 Ken. Westfield:
WESTFIELDK
Related Design Part PWY:CS-PRO.A:1
2 23-SEP-2002 09:14:39 Ken. Westfield:
WESTFIELDK
Related Item PWY:CS/PRO/092.A-INTDOC:4.0
2 23-SEP-2002 09:14:41 Ken. Westfiel
WESTFIELDK
Related Design Part PWY:CS-IFS.A;1
2 23-SEP-2002 09:14:41 Ken. Westfiel
WESTFIELDK Ig
Related Item PWY:CS/IFS/007.A-INTDOC:2.1 (Affected:
2 23-SEP-2002 09:20:19 Ken.Westfield} _
WESTFIELDK Chg Mgmt
Related Design Part PWY:CD_ATTACH.A:1 _.
2 23-SEP-2002 09:20:19 Ken. Westfield:
WESTFIELDK “Chg Memt
Related Item PWY:CCN_1016_1.A-CDATTACH:1 (Affected)
3 23-SEP-2002 09:46:48 Ken. Westfield:
WESTFIELDK Chg Mgmt
Detailed description edited
3 23-SEP-2002 15:35:10 Ken. Westfield}
WESTFIELDK
Related Item PWY:CCN_1016_1.A-CDATTACH:2 an Response To)
3. 24-SEP-2002 13:53:34 Ken. Westfield:
WESTFIELDK
Detailed description edited
3 24-SEP-2002 14:28:27 Ken. Westfiel
WESTFIELDK Chg Mgmt
Added action description
3 24-SEP-2002 14:28:54 Ken. Westfield! i
WESTFIELDK Chg Mgmt
Request attribute(s) updated
5 11-OCT-2002 12:00:26
CLARKEA Chg Mgmt
Request attribute(s) updated
5 30-OCT-2002 09:50:20 Ken. Westfield’
WESTFIELDK “Chg Maint
Detailed description edited
5 30-OCT-2002 09:52:20
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 9
Fujitsu Services Ref: PA/TEM/007
COMMERCIAL IN-CONFIDENCE Version: 4.0
Date: 26/07/02
FUJ00000875
FUJ00000875
WESTFIELDK Chg Mgmt
Request attribute(s) updated
5 30-OCT-2002 09:52:34 Ken.Westfield
WESTFIELDK Chg Mgmt
Request attribute(s) updated
6 30-OCT-2002 09:53:29
WESTFIELDK Chg Mgmt
Added action description
6 30-OCT-2002 09:54:21 Ken. Westfield!
WESTFIELDK q hg Maint
Related Item PWY:CCN_1016_1.A-CDATTACH:3 (In Response To)
6 30-OCT-2002 09:54:53
WESTFIELDK
6 30-OCT-2002 09:55:08
WESTFIELDK Chg Mgmt
Unrelated Item PWY:CS/IFS/007.A-INTDOC;2.1
7 30-OCT-2002 11:40:40 Ken. Westfield!”
WESTFIELDK
Added action description
7 30-OCT-2002 11:41:01 Ken. Westfiel
WESTFIELDK Chg Memt™
Action descriptions edited
7 30-OCT-2002 11:42:14 Ken. Westfield”
WESTFIELDK Chg Mgmt
Request attribute(s) updated
7 30-OCT-2002 15:04:08 Ken. Westfield: _s
WESTFIELDK Chg Mgmt
Detailed description edited .
9 04-NOV-2002 16:49:44 Ken. Westfield!”
WESTFIELDK
Request attribute(s) updated
10 07-NOV-2002 13:03:51
WESTFIELDK Chg Mgmt
Detailed description edited
11 07-NOV-2002 13:08:50 Ken. Westfield.
WESTFIELDK Chg Mgmt
Related Item PWY:CCN_1016_1.A-CDATTACH:4 (In Response To)
12 07-NOV-2002 13:13:39 Ken. Westfield?
WESTFIELDK Che Mami
Added action description
12 19-AUG-2003 15:14:04
ARAINT
Request attribute(s) updated
Archived Attribute Information
----- END OF CHANGE CONTROL NOTE PWY_CCN_1016 ---
CCN No: 1016a COMMERCIAL IN-CONFIDENCE Page: 10