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Fujitsu Services Ltd CCN NO: 1409a
CHANGE CONTROL NOTE (CCN) I See Caveat
CCN TITLE: CHANGE ADMINISTRATION USE ONLY.
Augmented Support Changes as a result CR NO: N/A
of the Horizon Service Desk Exit
CP NO: 5709/1152
RELEASE: Release Independent EXPIRY DATE: 30" June 2014
CCN RAISED BY: Steven Godson RAISED DATE: 5" March 2014
SUBMISSION DATE: 13" June 2014
EMERGENCY CHANGE PROCEDURE INVOKED: YES/NO
EMERGENCY IMPLEMENTATION DATE: N/A
ATTACHMENTS: YES / NO [If yes, Number off]: 1
FUJITSU SERVICES APPROVAL DATE POST OFFICE LTD DATE
APPROVAL
SUMMARY and REASON FOR CHANGE:
As a consequence of the transfer of the Service Desk Service from Fujitsu to Atos, it has been agreed
that changes to the HNG-X Agreement relating to the provision of the Services will be necessary and
the terms set out in this Change Control Note (CCN) shall apply to amend the HNG-X Agreement from
the date of signature of this CCN1409a.
This CCN sets out the changes necessary to remove the references to the Service Desk Service from
the HNG-X Agreement and to detail the changes necessary to the remainder of the Services to
enable the continued provision of the remainder of the Services under the Agreement. Such changes
include the formation of the MAC (Major Account Controller) team, the scope of which is detailed in
Attachment 1 to this CCN. This CCN also details the necessary adjustments to the Charges within the
Agreement to reflect the changes that are being made to the Services as a result of the termination of
the Service Desk Service.
Due to the Expiry Date of the Service Desk Service being changed to the 2" July 2014 from the 2"
June 2014 and the transfer of responsibilities and employees to the Next Supplier taking place on the
16" June if Fujitsu Services fail to provide the Services in accordance with the Service Levels as a
direct result of this transfer of responsibilities Fujitsu Services shall continue to provide the Services to
the extent it is able in accordance with the Service Levels but may apply for relief as set out in Clause
39 of the Agreement. For the avoidance of doubt, the Fujitsu Employees shall transfer to the Next
Supplier on the 16" June 2014 in accordance with the TUPE Regulations, and the back-up solution
which may be required to be provided by Fujitsu for the period between 17" June and 2" July 2014
shall not affect this transfer.
Any defined terms set out in this CCN shall have the meaning set out in the Agreement.
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DETAILS OF CHANGE:
This CCN provides for:
1) The termination of the Service Desk Service with effect from 23:00 on the 2"? July 2014;
2) The amendment of references to the Service Desk Service from the Agreement;
3) The removal of the Charges associated to the Service Desk Service;
4) The remedial changes necessary to the remainder of the Services to enable the continued and
uninterrupted provision of such Services;
The remaining Services require some adjustment to enable them to continue to function
when the Service Desk Service ceases to be provided by Fujitsu.
The main amendment necessary in this area is the introduction of the new MAC Team
(as defined below) to be provided as part of the Service Management Service.
5
The necessary adjustments to the Charges defined in the Agreement to enable such changes
to be effected;
The changes to the Charges in Schedule D1 as detailed in this CCN1409a are reflective
of the elements of the currently provided Service Desk Service which will transfer to the
other Services and of the increased workload required as a result of the termination of
the Service Desk Service.
With regards to the Charges for the Service Management Service, the increase in
Charges for the years ending March 2016 and March 2017 will be lower than those for
year ending 31% March 2015 due to the expiry or termination of the Engineering Service.
In the event that the Engineering Service is extended beyond 31% March 2015 the
Service Management Service Charge shall be increased by £29,648.70 per month and
such shall be detailed in the associated CCN to extend the Engineering Service.
6) Service Volumetric Limits.
The termination of the Service Desk Services means that there are anticipated increases
to the volume of Incidents. CCN1400 agreed the Expected Engineering Volumes relating
to the number of Engineering Service Visits to Branch, however, it did not include the
treatment of potential impacts on other Services. It is agreed by the parties that, in the
event of increases in the volume of activity or other Service impacts which affect Fujitsu’s
ability to perform the Services and which are attributable to the termination of the
Service Desk Service, this shall be managed in accordance with the HNG-X Agreement
and in particular, Clause 39..
PROPOSED REVISION TO WORDING OF THE AGREEMENT (including Schedule reference)
Removal of References
In order to effect the termination of the Service Desk Service the references to the Service Desk
Service throughout the Agreement are to be removed in accordance with the detail below.
Additions to clauses are shown underlined, and deletions are shown with a strikethrough.
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Schedule 1 - Definitions
Insert a new definition of “Expired Services” as follows
means services which were previously
“Expired Services" provided by Fujitsu to the Post Office but
which have been terminated or have
expired: the Service Desk Service:
Amend the definition of “Help Desk or Helpdesk or Horizon System Help Desk’ as follows:
means Service Desk provided by Fujitsu
“Help Desk or Helpdesk or Horizon I until the 2° July 2014
System Help Desk "
Insert a new definition of “MAC Team” as follows
means the team which forms a part of the
“MAC Team or Major Account I Service Management Service, performing
Controllers" activities in support of the other
Operational Services as a subset of the
functions previously performed by the
Service Desk Service as described in the
CCD entitled “Service Management
Service: Service Description
(SVM/SDM/SD/0007)
Amend the definition of “Service Desk’ as follows:
means, save as expressly provided
"Service Desk" otherwise, the initial point of call for Users
in need of support relating to the Services
. Until the 16" June 2014 the Service
Desk shall be provided by Fujitsu in
accordance with the Service Desk Service
Description and after this date it shall be
provided to Post Office by the Next
Supplier and Fujitsu Services shall
interact/interface with the Next Supplier
Service Desk in accordance with
operating processes agreed _with the Next
Supplier. Post Office may request that
Fujitsu provide a fall back Service Desk
until the 2°% July 2014
Amend the definition of “Service Desk Day” as follows:
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"Service Desk Day"
means, for the Fujitsu provided Service
Desk up to the 2" July 2014: 08:00 —
18:30 Monday to Saturday inclusive, other
than Christmas Day;
Amend the definition of “Service Desk Service” as follows:
"Service Desk Service"
means the Service referred to in row 1
of Table A of Schedule B3.1 until the
2% July 2014, thereafter the Service
Desk Service shall be replaced by a
service _to be provided by the Next
Supplier
Amend the definition of “Service Desk Voicemail
Service” as follows:
"Service Desk Voicemail Service"
means the facility provided by Fujitsu
Services up until the 2° July 2014 for
recording telephone calls to the Service
Desk outside of the Service Desk Day
and ring back on the following Service
Desk Day as further described in the
CCD entitled "Service Desk: Service
Description" (SVM/SDM/SD/001);
Schedule B3.1 - HNG-X Services and Transitional Support Services
Amend the following row from the table contained at clause 2.1 Table A: Operational Services in
line with the following:
1 Servic I Horizon Trigger Service Desk: I The Expiring
e Point , provision I Service
Desk Systems T2 Service of first
‘ Helpdesk: , Description and
Servic : (Servic second Expired
e Service e Desk (SVMISDMIS line Sevice, — this
Description Change support Service
(CS/SER/00 ). /0001) to ceased to_be
2) Post provided _by
Office Fujitsu_as_ of
the 2% July
Branches I 2014, with the
and other I transfer of
designat I responsibilitie
ed s for the
Service Desk
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groups transferring to
through the Next
the Supplier on
provision wee June
of aIo——
support
desk
function.
Amend the following row from the table contained at clause 4.1 of Schedule B3.1 as follows:
26
SVM/SDM/SD/0001
(Expired as of 2" July 2014)
Service Desk: Service
Description
Schedule B3.2 —- Business Capabilities and Support Facilities
Amend clause 3.2.1.2(b) as follows:
“for situations where the sole User (e.g. Branch Manager in a single Counter Position Branch)
has forgotten their password, provide the facility to reset the User password. This shall be
triggered via the Service Desk and enabled via the Service-Desk Service Management Service.
The User shall then be able to reset their User password.”
Amend clause 3.2.1.5 as follows:
“Call logging, which shall enable a User via a Branch terminal to record details of an Incident
and for these details to be provided as a Service Desk call to the Service Desk provided by
Fujitsu_up until the 2°¢ July 2014. The system shall provide a unique call reference to the
Incident. For the avoidance of doubt this shall not be provided to the Service Desk provided by
the Next Supplier’.
Schedule E — Termination and the Exit Plan
Amend the table contained in Annex 1 as follows:
Service Terminable as I October 2006 Impacts on Engineering Service SLTs
Desk an individual and on process and toolset interfaces to
Service Service the Systems Management Service,
(Terminated Branch Network Service, Data Centre
as of 2% July Operations Service, Central Network
2014 Service, Third Line Software Support
Service and Service Management
Service
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Schedule D1
VARIATION OF OPERATIONAL UNIT CHARGES AND OPERATIONAL FIXED
CHARGES
Annex B
Insert into the “Notes” column of the Service Desk Service for charges related to Fixed Charges, Unit
Charge per Counter Position, and Service Management Element, the following note “These Charges
cease to be chargeable for year 2014/15 from the 3° July 2014”.
Add to the Service Management Service Fixed Charges the amount of £51,733.83 per month for the
year ending 31° March 2015. Applicable from 3” July 2014.
Add to the Service Management Service Fixed Charges the amount of £22,085.13 per month for the
years ending 31% March 2016 and 31% March 2017. Applicable from 1% April 2015.
Remove from the Management Information Service Fixed Charges the amount of £442.09 per month
for the years ending 31% March 2015, 31st March 2016 and 31° March 2017. Applicable from 3° July
2014.
Remove from the Security Management Service Fixed Charges the amount of £683.08 per month for
the years ending 31% March 2015, 31% March 2016 and 31% March 2017. Applicable from 3° July
2014.
Annex E
Add the following entries to the table
Number of Row Changed in Annex B Value (£) of I Effective Date
CCN. (Description) Change of Change
CCN1409a I Service Desk Service -£16,896.80 3" July 2014
(plus
associated
Variable
Charges
CCN1409a I Service Management Service I £51, 733.83 3rd July 2014
— 31% March
2015
CCN1409a I Service Management Service I £22,085.13 1% April 2015
CCN1409a_I Management Information -£442.09 3" July 2014
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CCN1409a I Security Management -£683.08
3 July 2014
COMMERCIAL TERMS or CHARGES APPLICABLE IN RESPECT OF THIS CCN (if any):
See ‘OTHER’
NEW CCDs and/or CRDs: N/A
Reference
Title
Approved
Version
& Date
AMENDED CCDs and/or CRDs:
Reference Title Previous Target Date for
Version & Date I Next approved
version
SVM/SDM/SD/0001 Service Desk Service 5.0/ 29-APR-2013 _I To be withdrawn
6.0/ 29-OCT-2013 I 7.0/1 August
SVM/SDM/SD/0002 Engineering Service 2014
5.0/04-FEB-2014 I 6.0/ 1* August
SVM/SDM/SD/0003 Data Centre Operations Service 2014
Horizon Online 3rd Line Application Support I 5.0724-MAY-2013 I 6.0/ 1% August
SVM/SDM/SD/0004 Service 2014
5.0/ 13-SEP-2013 I 6.0/ 1" August
SVM/SDM/SD/0005 Application Support Service (Fourth Line) 2014
3.0/ 17-OCT-2013 I 4.0/7 1" August
SVM/SDM/SD/0006 Systems Management Service 2014
4.0721-NOV-2013 I 5.0/7 1 August
SVM/SDM/SD/0007 Service Management Service 2014
4.07 22-MAR-2010 I 5.0/7 1* August
SVM/SDM/SD/0011 Branch Network Service 2014
3.07 21-JAN-2010 I 4.0/7 1% August
SVM/SDM/SD/0012 Central Network Service 2014
3.0/12-AUG-2013 I 4.07 1* August
SVM/SDM/SD/0013 Reference Data Management Service 2014
Operational Business Change (Branch 7.07 06-JAN-2014 I 8.0/ 1* August
SVM/SDM/SD/0014 Change) Service 2014
4.0703-DEC-2013 I 5.07 1* August
SVM/SDM/SD/0015 Reconciliation Service 2014
5.07 08-NOV-2013 I 6.07 1* August
SVM/SDM/SD/0016 Management Information Service 2014
4.0/04-DEC-2013 I 5.0/ 1* August
SVM/SDM/SD/0017 Security Management Service 2014
3.07 28-MAR-2013 I 4.0/ 1% August
SVM/SDM/SD/0018 Message Broadcast Service 2014
3.07 01-AUG-2013 I 4.07 1" August
SVM/SDM/SD/0019 Communications Management Team 2014
Post Office contract Controlled and Contract I 1.0/
COM/CUS/SPE/0001 Referenced Document List
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Changes to the CCDs necessitated as a consequence of the activities described in this
CCN1409a above shall take place as a separate activity and shall be introduced via a further
CCN, including the required updates to COM/CUS/SPE/0001 in relation to the withdrawal of
SVM/SDM/SD001.
Policies and Standards: N/A
P.O. Ltd Responsibilities:
Post Office to procure that the Next Supplier and Post Office Service Integrator adheres to the
provision of the required data sets when raising Incidents with Fujitsu (it is agreed that Fujitsu shall
collaborate reasonably with Post Office Service Integrator (as the Next Supplier) and in accordance
with the approved version of the OLA).
Post Office to procure that any changes to the Incident Management toolset interface shall be
managed via Change Control.
Other:
A CT shall be raised separately to cover the agreed Termination Charge which has been calculated in
accordance with the formula detailed in Schedule E clause 6.2; whereby the calculation is
made up of a calculation of costs in accordance with clause 6.2.1 and Lost profits in
accordance with clause 6.2.2. In the case of this exit there has not been the inclusion of any
charges relating to Migration Costs as detailed in clause 6.2.3 as these have been charged
separately under CTs where appropriate.
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CHANGE CONTROL NOTE
ID: PWY_CCN_1409 CCN:1409a Create Date: 02-JUN-2014 09:07:23
Status: APPROVED Originator: Ken. Westfield
Title
Augmented Support Changes as a result of the Horizon Service Desk Exit
Main Description:
Related Parts
0 PWY:CCN.A;1 Ken. Westfield
(CHANGE_MANAGEMENT)
Change Control Notes
6 PWY:CD_ATTACH.A;1 Ken. Westfield
(CHANGE_MANAGEMENT)
Change Document Attachments
Related Items
Affected
6 PWY:CCN_1409_1.A-CDATTACH;]1 (Affected) Ken. Westfield
(CCN_1409_1.docx)
CCN 1409 Attachment 1
Affected
6 PWY:CCN_1409_2.A-CDATTACH;1 (Affected) I Ken.Westfield
(CCN_1409_2.docx)
CCN 1409a Attachment 1
Affected
6 PWY:CCN_1409_3.A-CDATTACH;1 (Affected) I Ken.Westfield
(CCN_1409_3.rtf)
CCN 1409a Caveat
Related Child Change Documents:
CCN1408a FUJITSU RESTRICTED Ref. PGM/CHM/TEM/0002
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Related Parent Change Documents:
Dependent PWY_CP_5709 APPROVED Ken. Westfield (WESTFIELDK)
CP1152 - Removal of Horizon Service Desk from HNG-X Service scope and creation of
new 2nd Line functions
Action Messages
Action Number: 4 Date Jun 16 2014 16:28:25 By: Florence.Eyre
Change Control Board, Meeting Number 748
Monday 16" June 2014
Ratifications:
* CCN1409a Augmented Support Changes as a result of the Horizon Service
Desk Exit
Changes presented to CCB for ratification having been previously reviewed and/or
subject to actions and once completed submitted ex-committee - CCB had no issues
and upheld submission.
Action Number: 4 Date Jun 16 2014 16:29:11 By: Florence.Eyre
Change Control Board, Meeting Number 748
Monday 16" June 2014
CCB Action Update:
* CCN1409 — Action 1 — S Guest provided a clean copy of the CCN. Action
Complete.
Action Number: 4 Date Jun 17 2014 14:47:08 By: Florence.Eyre
Please be advised that the following CCN has now been formally approved by Post Office Ltd:
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CCN1409a - Augmented Support Changes as a result of the Horizon Service Desk Exit
02-JUN-2014 09:07:23
WESTFIELDK
Document created
02-JUN-2014 09:07:34
WESTFIELDK
09-JUN-2014 16:53:15
WESTFIELDK
Actioned document from COMMERCIAL_REVIEW.
09-JUN-2014 16:53:20
WESTFIELDK
5 23-JUN-2014 09:16:09
WESTFIELDK
Ken.Westfield GRO}
Ken. Westfield
Chg Memt
Actioned document from RAISED to COMMERCIAL REVIEW
Ken. Westfield
Chg Mamt
Ken. Westfield:
Chg Memt
Actioned document from READY_TO_SUBMIT to SUBMITTED
Ken. Westfield:
Ig
Actioned document from SUBMITTED to APPROVED
Ken.Westfield! GRO
6 —03-JUL-2014 14:55:36
WESTFIELDK
Actioned document from APPROVED to SUBMI
7 03-JUL-2014 14:55:41
WESTFIELDK
Ken. Westfield
Actioned document from SUBMITTED to APPROVED
Update History
0 02-JUN-2014 09:07:23
WESTFIELDK
Ken. Westfield
Chg Mgmt
Related Design Part PWY:CCN.A;1
i
09-JUN-2014 16:52:02
WESTFIELDK
Detailed description edited
2 09-JUN-2014 1 15
WESTFIELDK
Request attribute(s) updated
4 16-JUN-2014 16:28:25
EYREF
Added action description
4 16-JUN-2014 16:29:11
EYREF
Added action description
4 17-JUN-2014 14:47:08
EYREF
Added action description
4 23-JUN-2014 09:16:09
WESTFIELDK
Request attribute(s) updated
5 23-JUN-2014 12:36:13
Ken. Westfield
Ken. Westfield
Florence Eyre!
cs
Ken. Westfield;
Chg Mgmt
Ken. Westfield I
WESTFIELDK Chg Memt
CCN1409a FUJITSU RESTRICTED Ref. PGM/CHM/TEM/0002,
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Detailed description edited _.
5 23-JUN-2014 12:38:55 Ken. Westfield; ]
WESTFIELDK Chg Mgmt
Request attribute(s) updated _
5 23-JUN-2014 18:33:02 Ken. Westfield!
WESTFIELDK cl
Request attribute(s) updated
5 OL-JUL-2014 11:10:52
WESTFIELDK
Request attribute(s) updated
6 —03-JUL-2014 14:55:37
WESTFIELDK
Related Design Part PWY:CD_ATTACH.A:1 ;
6 03-JUL-2014 14:55:37 Ken. Westfield 4
WESTFIELDK Chg Mgmt
Related Item PWY:CCN_1409_3.A-CDATTACH:1 (Affected)
6 03-JUL-2014 14:55:37 Ken. Westfield, GRO!
WESTFIELDK Chg Mgmt
Related Item PWY:CCN_1409_1.A-CDATTACH;1 (Affected)
6 03-JUL-2014 14:55:37 Ken. Westfield j
WESTFIELDK
7 10-JUL-2014 08:31:15 Ken.Westfield: GRO}
WESTFIELDK Chg Mgmt
Detailed description edited
Archived Attribute Information
END OF CHANGE CONTROL NOTE PWY_CCN_1409
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