FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Document Title: TPS Reconciliation & Incident Management
Document Type: Procedure
Abstract: This document outlines the reconciliation and incident
management procedures required to investigate, report
and resolve TPS reconciliation and business incidents.
Document Status: APPROVED
Author: Richard Brunskill (IS Manager, Fujtisu Services -
Pathway)
Reviewed By: Post Office:
Liz J Tuddenham,
Keith F Baines.
Fujitsu Services: John Pope
Comments By:
Comments To: Author
Distribution: Reviewers, plus:
Pathway CS/MSU
Library
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 1 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
0.0 Document Control
0.1 Document History
Version No. Date [Reason for Issue Associated
(CP/PinICL No.
(0.1 22/11/99 (First draft for review.
(0.2 (03/12/99 ISecond issue for review following TIP
orkshop 01/12/99
(0.3 20/12/99 _‘IThird issue following review incorporating
lagreed changes
(0.4 14/01/00‘ IFourth issue following review and
contractual changes
(0.5 27/01/00 __IFifth issue following review and further
contractual changes
0.6 18/02/00 _ISixth issue following review and comments
0.7 08/06/00 [Seventh issue following final PON review
0.8 14/09/00 [Eighth issue following for PON review
1.0 16/10/00 [Final issue following PON review
1.1 30/04/01 IRe-issue of version 1.0
1.2 02/07/01 IFor approval
1.3 13.08.01 IFurther comments received from K Baines
2.0 30/04/02 [Final version for approval following
lagreement by Keith Baines.
13.0 (03/12/02 IUpdated version following contract renewal
& inclusion within Schedule 19
4.0 19/12/02 IUpdated for Contract Amendment
0.2 Approval Authorities
IName [Position (Signature Date
Richard Brunskill Fujitsu Services
Pathway:
Infrastructure
‘Services Manager
Liz Tuddenham Post Office Network
‘Support: Supplier &
Service
Performance
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 2 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Manager
0.3 Associated Documents
Reference Version (Date ITitle Source
[TIFS/001 5.7 uly 1999 [Pathway — TIP Application Joint Pathway /
Interface Specification IPO Ltd
ICS/SER/017 0.1 15/12/02 IData Error / Not Data Error IPVCS
Contractual Definitions
0.4 Abbreviations
(Abbreviation lExplanation
IAPS Automated Payment Service
BIMS Business Incident Management System - (Fujitsu Services
Pathway)
ICA (Cash Account
(CAP (Cash Account Period
ICS/MSU (Customer Service / Management Support Unit — (Fujitsu
Services Pathway)
IEPOSS Electronic Point of Sale Service
IHSH [Horizon System Help Desk
MER [Manual Error Report
Post Office™ TIP [Transaction Information Processing
Post Office™ TP _ITransaction Processing
SIL System Incident Log
ISSC [System Support Centre
[TPS [Transaction Processing Service
0.5 Definitions
(Term
[Explanation
[TPS Report Set
report described in section 3
IThe six exception reports and one Non Polled Outle'
Business Incident
las described in section 4.1.1
here this term is used within this document it is mean
System Incident
las described in section 4.1.2
here this term is used within this document it is mean
[Data Error
here this term is used within this document it is mean
las described within the CS/SER/017 “Data Errors / Noi
© 2001 Fujitsu Services
COMMERCIAL IN CONFIDENCE Page: 3 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
\Data Errors - Contractual Definitions” para 3.6.1.1
INot Data Error here this term is used within this document it is mean
las described within CS/SER/017 “Data Errors / Noi
\Data Errors - Contractual Definitions” para 3.6.1.1
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 4 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
(Cash Account Period or CAP)
here this term is used within this document it refers to)
leach period (normally of seven days ending at 20.00hrsI
ion a Wednesday), to which Post Office shall have
allocated, or shall subsequently allocate, a CashI
Account Period Number and of which it shall have
informed, or shall inform, the Contractor through the
(Operational Business Change Process.
(Taken from the CCD CS/SER/017 “Data Errors / N
[Data Errors - Contractual Definitions” para 3.6.1.1
3.6.1.3 )
lo
&
\Cash Account or CA
[The electronic Cash Account committed at the outlet
Data Error Counting Period
(A Data Error Counting Period means:
Each Cash Account Period which is of a duration of
seven days or less and
In respect of Cash Account Periods of greater than)
seven days duration each proportion of any such CashI
‘Account Period derived by dividing such Cash Accoun'
Period into two or more Data Error Counting Periods,
such that the first such Data Error Counting Period is)
between one and seven days duration and each
subsequent Data Error Counting Period during thai
(Cash Account Period is exactly seven days in duration,
(CS/SER/017 “Data Errors / Not Data Errors 4
(Contractual Definitions” para 3.6.1.1)
IBIMS Report
IThe reports described in section 4.5.1.1
ln addition to the words a
ind expressions identified above as being defined inI
ICS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” para 3.6, all
jother words and expressions
defined in CS/SER/017 “Data Errors / Not Data Errors +
(Contractual Definitions” para 3.6 shall bear the same meanings when used in thisI
(document.
0.6 Changes in this Version
Version (Changes
3.0 References to the
replaced with the CCD entitled: CS/SER/017 ‘Data Error / Non Data Error 4
Contractual Contractual Definitions; which has been issued to preserve the)
\definitions quoted in Schedule G01 section 3.6.
ie Codified Agreement Schedule G01 Section 3.6, now deleted and,
4.0 IUpdated for Contract Amendment. References to Schedule G01 have beenI
removed. Minor typos corrected. Para 4.5.1.4 amendment to first sentence.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 5 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
0.7. Changes Expected
(Changes
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 6 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
0.8 Table of Contents
1 INTRODUCTION
2 SCOPE.
3 TPS RECONCILIATION REPORTE..........scsssssssssesssessssessseeesesesseeaeeeeeeeee 9
4 RECONCILIATION AND INCIDENT HANDLING
41
4.1.1 Business Incidents.
4.1.2 System Incidents.
42 Incident Originators...
43 Generation of Business Incidents... consesecsnsssersncesoneoesonee
44 Business Incident Categories.
44.1 Data Errors & Not Data Error:
4.4.2 Business Incident Matrix.
45 Incident Reportin;
4.5.1 BIMS Reports / MER.
4.5.2 System Incident Log..
4.53 Reporting Timescales.
4.5.4 Widespread Errors.
4.5.5 Repairing Data...
46 Incident Management Process. esesenenenees
4.6.1 MSU Raised Business Incident - BIMS / MER Issued — (Records not repaired).
4.6.2 MSU Raised Business Incident - BIMS / MER Issued (Repaired Records)...
4.6.3 Post Office TIP Raised Business Incident - BIMS / MER Issued...
4.6.4 System Incident with Business Implications - BIMS / MER Issued — Repaired Not repaired
records)... veces . . .
47 Links to Problem Management......ssssssessesrsseenseeses
48 Appendix 1: ‘System Incident Lo;
49 Appendix 2: Business Rules for Data Errors & Not Data Errors..
49 Appendix 3: BIMS Report / MER Format...
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 7 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
11
Introduction
The TPS Report Set has been designed to enable the transactions carried
out in outlets using the Electronic Point of Sale Service (EPOSS), to be
reconciled with the transaction data which is transmitted to Post Office
Transaction Information Processing (TIP), and also to reconcile the daily
transaction data with the Cash Account (CA) data at the end of the Cash
Account Period (CAP). The TPS Report Set identifies errors which occur
within counter transactions or during the harvesting process. In addition to
errors highlighted by Fujitsu Services within the TPS Report Set, errors may
also be discovered by Post Office when reconciling data within its central
systems or which relate to enquiries from Post Office clients. To initiate the
BIMS procedure, Pathway and Post Office generate Business Incidents for
one or more errors discovered.
NB: Acceptance of this document will not indicate acceptance of a specific
Horizon / TIP Interface solution. Those solutions should be identified within the
relevant AIS or contractual document.
2 Scope
This document sets out the reconciliation and incident management
procedures to be adopted by the Fujitsu Services for dealing with Business
Incidents relating to the TPS Report Set errors and Post Office generated
Business Incidents. This includes reconciling the data contained in the TPS
Report Set and raising Horizon System Help Desk (HSH) Business Incidents,
Business Incident Management System (BIMS) Reports and Manual Error
Reports (MER) where necessary.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 8 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
3 TPS Reconciliation Reports
Fujitsu Services currently generate six daily TPS exception reports (from the
host and counter reconciliation software), and one Non Polled Outlet report
from the host, which are described briefly below for information purposes:
1. Host Detected Transaction Control Errors:
Shows detail for any outlet where the control totals for the transactions output
by the host to Post Office TIP do not match the daily transaction totals
calculated by the counters.
2. TPS Harvester Errors:
Lists error conditions detected by the Harvester when failing to process one
of the messages in the message store
3. Host Detected Cash Account Control Errors:
Shows detail for any outlet where the control totals for the number of entries
on the Cash Account output by the host to Post Office TIP do not match the
control totals calculated by the counters
4. Counter Detected Reconciliation Errors:
Shows details for any outlets where the accumulated daily transaction control
totals for the Cash Account Period do not match the totals on the Cash
Account produced by the counters.
5. Counter Transaction Errors:
Lists error conditions detected by the counter when failing to process one of
the messages in the message store.
6. Receipts not Equal to Payments:
Identifies where the Cash Account ‘Payment’ table total does not equal the
Cash Account ‘Receipts’ table total.
7. Non Polled Outlets:
Identifies all outlets, which have not been polled and have therefore not
transmitted any transactions to Post Office TIP.
NB: It is not intended that this document discuss the format or content of the
individual reconciliation reports
All seven reports will be routed to Fujitsu Services MSU, on a daily basis by
09.00hrs, where they will be checked for completeness and accuracy of
content. In the event that the reports do not arrive, or after checking appear to
be incorrect, in the sense that the reporting process in itself has failed, Fujitsu
Services will raise a System Incident via the HSH.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 9 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
It is not intended that Fujitsu Services will deliver any of the TPS Report Set
to Post Office as a matter of course, other than the Non Polled Outlet report.
An extract from the TPS Report Set may however be delivered as ‘evidence’
as an attachment to the BIMS Report / MER if it is considered by Pathway
that this would aid the reconciliation or settlement process within Post Office.
Reconciliation and Incident Handling
Incident Classification
Business Incidents
Relate to the ‘Symptom’ of an underlying cause — e.g. the effect of the system
fault on the resulting reconciliation or settlement information sent to Post
Office.
e A Business Incident relates to one or more of the errors reported within
the TPS Report Set, or one or more of the reconciliation or settlement
errors raised in accordance with this document by Post Office TIP or TP.
Each error is categorised as a Data Error or a Not Data Error in
accordance with section 4.4.1.
Refer to the ‘Business Incident Matrix’ section 4.4.2 for a list of those
Business Incident classes currently known and for which appropriate error
reporting processes are set out in this document.
System Incidents
Relate to the underlying ‘Cause’
System Incidents may be raised by Fujitsu Services to cover file rejections,
non-delivery of files, or failures in the delivery of the TPS Report Set, where
an associated Business Incident has yet to be discovered. In doing so, the
appropriate BIMS report will be generated advising Post Office to expect a
Business Incident as detailed in the BIMS report. In addition, following the
creation of a Business Incident, Pathway may raise an associated System
Incident. System Incidents will be routed to the appropriate group within
Fujitsu Services, for investigation and resolution.
Where there are associated System Incidents and Business Incidents, their
relationship can be either:
© one to one; or
* one to many, respectively.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 10 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.2
4.3
Incident Originators
It is envisaged that Business Incidents will only be generated by the following
groups within Fujitsu Services and Post Office:
e Fujitsu Services MSU for errors reported via the TPS Report Set
e Post Office TIP / TP for any other reconciliation or settlement error
discovered by Post Office that has not been reported by Pathway
e Fujitsu Services Service Support Centre (SSC) for any system fault or
data ‘surgery’ which is considered by Fujitsu Services to have a
reconciliation or settlement implication within Post Office.
Subject to agreement by the parties to the contrary, outlet calls to the HSH
will not generate Business Incidents. However calls from outlets will be
monitored and if it is considered necessary by Fujitsu Services, difficulties
reported to the HSH, either directly or via the Network Business Support
Centre (NBSC), will be elevated to Business Incident status.
Generation of Business Incidents
In line with the generic incident management policy agreed between Fujitsu
Services and Post Office, Business Incidents will only be recognised as such
if generated by Fujitsu Services or Post Office, as appropriate, via the HSH.
This ensures that the Business Incident is properly logged, enabling Fujitsu
Services to ensure that corrective information can be supplied and any
underlying system fault can be rectified.
It is important that Post Office TIP / TP supply sufficient information to the
HSH when generating a Business Incident to ensure the timescales for the
resolution of Business Incidents referred to in section 4.5.3 can be achieved.
Achievement of such timescales is dependent upon the following information
being provided by Post Office TIP / TP when generating a Business Incident
via the HSH:
e Avalid ‘PATH’ code must be quoted, e.g. ‘PATH040’ etc
e Prefix all narrative with ‘THIS IS A BUSINESS INCIDENT FOR MSU’
e The valid incident class (from the ‘Business Incident Matrix’, section
4.4.2), if one is applicable, should be quoted together with any other
relevant detail, e.g. product Id, CA lines etc.
NB: Where Post Office TIP / TP raise a Business Incident which may require
a large amount of supporting information, summary detail only may be given
to the HSH and the additional information sent via e-mail to Fujitsu Services.
(A current contact list will be made available to Post Office).
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 11 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
44
441
Business Incident Categories
Data Errors & Not Data Errors
The action to be taken by Fujitsu Services in respect of an error which gives
rise to a Business Incident, and whether or not Fujitsu Services has to pay a
charge to Post Office in relation to such an error, depends, amongst other
things, on whether the error is a Not Data Error or a Data Error, as defined in
CS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” para
3.6.1.1. The following explanations are provided to assist Fujitsu Services
and Post Office when classifying errors and do not modify, in any way,
CS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” para
3.6.
Having determined the classification of an error, the appropriate action to be
taken by Pathway is summarised in Appendix 2.
If, following discovery of an error, there is insufficient information available to
Fujitsu Services to determine whether that error is a Data Error or a Not Data
Error, then for the purpose only of deciding the action to be taken in
accordance with Appendix 2, the error shall be treated as a Data Error.
4.4.1.1 Not Data Errors - categories
A.
The following errors, whether they are related to a transaction or a Cash
Account are always Not Data Errors:
(i) an error caused by invalid data input by users in outlets (except where
the input of data puts a previously balanced Cash Account into a state
of imbalance);
(ii) I an error caused by the input of erroneous data by a user during
migration of Post Office data to any outlet (i.e. during data migration),
except where data migration tools provided by Fujitsu Services are
supposed to detect such an error; the migration tool is properly used
but the error is not detected;
(iii) I an error caused by Post Office reference data, provided that Fujitsu
Services has properly applied that reference data; and
(iv) an error which falls within a Business Incident classified in the table
under section 4.4.2 as “F” or “G’.
Inaccurate Cash Account (Not Data Error)
In addition to the above, an inaccurate Cash Account is a Not Data Error if
the Cash Account was committed at the outlet, even though a warning was
given to the outlet (in the form of “receipts not equal to payments” or such
other warning as the parties may agree) that the inaccuracy existed, and
either;
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 12 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
(i) the inaccuracy was not_caused primarily by:
(a) inaccurate Fujitsu Services reference data;
(b) Fujitsu Services incorrectly applying Post Office reference data;
or
(c) Fujitsu Services generated software error; or
(ii) I the inaccuracy was caused by one of the causes listed in (i), but it
could have been corrected by a user in the outlet, if that user had
applied a “work around” previously agreed by Fujitsu Services and
Post Office to deal with such inaccuracies.
4.4.1.2 Data Errors — Categories
Inaccurate Cash Account (Data Error)
An inaccurate Cash Account is known as an Inaccurate Cash Account (Data
Error) and is treated as a Data Error unless it is a Not Data Error because:
(i) the inaccuracy is defined as a Not Data Error by reason of section
4.4.1.1 (A): or
(ii) the Cash Account is an Inaccurate Cash Account (Not Data Error)
because of section 4.4.1.1 (B).
Cash Account Error
If the electronic Cash Account committed at the outlet is not the same as that
which TMS presents at the TIP interface e.g. because the Cash Account has
been corrupted in some way, this is known as a Cash Account Error. This is
a Data Error unless the error which results in the Cash Account Error falls
within section 4.4.1.1.(A) above.
Transaction Errors
An error in one or more data fields in the electronic record of a transaction, or
a missing, duplicate or spurious additional transaction record is known as a
Transaction Error. A Transaction Error is a Data Error, unless it falls within
section 4.4.1.1(A) above.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 13 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.4.2 Business Incident Matrix
The Business Incident Matrix identifies known classes of Business Incidents . This
4.5
4.5.1
list is based on the list of incidents provisionally agreed between Fujitsu
Services and Post Office at the joint workshop held on 02/11/99 for EPOSS /
TPS related Business Incidents. The list also includes those additional
Business Incident types documented within the CS/SER/017 “Data Errors /
Not Data Errors - Contractual Definitions” Error Matrix Section 4 (Annex). As
such the list is an initial attempt to identify all currently understood Business
Incident classes but it may not be exhaustive. The current Business Incident
Matrix is held within the BIMS database and an extract can be provided to
Post Office at any time for audit and checking.
Incident Reporting
BIMS Reports / MER
BIMS has been designed to report the progress to resolution of a Business
Incident to allow Post Office to complete an accurate reconciliation (within
Post Office central systems) or settlement with their clients. For ease of
identification and association with the corresponding HSH call, BIMS Report
references will mimic the HSH reference. However they will be prefixed with a
letter ‘B’, e.g. HSH ref.: E9912120011 = BIMS ref.: BE9912120011.
4.5.1.1 Format and Content of BIMS Report / MER
A BIMS Report will be issued for each Business Incident generated via the
HSH. As part of that BIMS report, Fujitsu Services will issue a MER for each
error associated with the relevant Business Incident where it is necessary to
do so to comply with CS/SER/017 “Data Errors / Not Data Errors -
Contractual Definitions” para 3.6.
BIMS Reports / MER are designed to notify Post Office of the detail required
to assist in the reconciliation or settlement process within Post Office. They
communicate information concerning the resolution of the symptom of an
underlying cause, not the cause itself. Business Incident reporting to Post
Office TIP / TP will fall into one of the following categories:
. BIMS Report for a Not Data Error
This will be the standard BIMS report as shown in Appendix 3 without the
‘Transaction Details’ section completed. It will provide Post Office TIP / TP
with a brief description of each error to the extent that each error can be
identified.
BIMS Report for a repaired Data Error
This will be the standard BIMS Report as shown in Appendix 3. However, the
‘Transaction Details’ section may be completed if considered necessary by
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 14 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Fujitsu Services. Full details of the repaired transaction ‘File’ will be
documented providing an explanation of each correction made.
3. BIMS Report and MER
This will be the standard BIMS report as shown in Appendix 3. However, the
‘Transaction Details’ section will be completed as a MER to describe each
Data Error associated with the Business Incident, and specifying in a format
(suitable for Post Office TIP to key into a Post Office TIP data input facility):
e in the case of a Data Error resulting in an Inaccurate Cash Account (Data
Error) or a Cash Account Error, each of the line items in the relevant Cash
Account which need to be replaced in order to correct the Data Error in
question; and
e in the case of a Data Error which is a Transaction Error, the relevant
transaction record as it would have appeared but for the Data Error.
NB: A BIMS report may contain more than one MER.
Appendix 2 describes in tabular form the different error criteria for Data Errors
and Not Data Errors and the business rules surrounding the transmission of
data from Pathway to Post Office and the production of MERs where
necessary.
BIMS Reports / MER will not advise any detail as to the underlying ‘Cause’ of
the problem if this is a result of a software error etc. This information is
supplied via the System Incident Log, (SIL). Where a System Incident is
generated to eradicate the cause of a particular problem, and there are one
or more associated Business Incidents, cross-references will be supplied on
the Business Incident BIMS Report / MER to allow tracking of the System
Incident.
4.5.1.2 Clearance / Closure Criteria & Charges Applicable to MERs
Fujitsu Services anticipates that it will provide information concerning
Business Incidents to Post Office on a ‘drip feed’ basis, by issuing updated
versions of the initial BIMS Report / MER.
A BIMS Report is ‘Cleared’ (for the purpose of determining whether the
timescales as quoted within section 4.5.3 have been met), when Fujitsu
Services has provided the information required to be contained in the
relevant BIMS Report as set out in section 4.5.1.1. The BIMS Report is then
closed following agreement between Post Office and Fujitsu Services at the
monthly Incident Management Review. Such agreement is subject only to
fulfilment of the following conditions:
1. If there is no associated System Incident, the BIMS Report is closed
subject to the clearance criteria described above being met
2. If there is an associated System Incident, the BIMS Report is closed
subject to the successful closure of the System Incident by Fujitsu
Services.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 15 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Post Office will advise Fujitsu Services on a monthly basis via spreadsheet,
(which cross refers to the appropriate details of the chargeable BIMS / MER
reports), of any payments it considers are payable to Post Office (as
compensation for Post Office costs in dealing with MERs) and / or its charges
for dealing with widespread errors. For the avoidance of doubt, if an error,
treated as a Data Error due to a lack of information in accordance with
section 4.4.1 is subsequently found to be a Not Data Error, then no payment
will be made in respect of a MER which may have been issued in respect of
that error. If the parties disagree whether the error is a Data Error or Not Data
Error, this will be initially discussed at the monthly Incident Management
Review and then escalated via a ‘Case Law Referral’ form, to the Contract
Administration Board for a final decision to be made.
Full details of the charges applicable in respect of MERs are set out in
Appendix 2.
4.5.1.3 Notification of Anticipated Errors
There may be certain instances where an error identified in ‘Week 1’ will have
an equal and opposite error generated in ‘Week 2’. For example, if there is a
difference in the derived transaction total transmitted to Post Office TIP when
compared to the actual totals populated to the Cash Account line, probably
due to a stock unit rolling over more than one CAP, an equal and opposite
error will occur the following week. In such cases only one BIMS Report and
MER if appropriate, will be issued following the notification of the error within
Week 1.
NB: This is not applicable to any error being carried forward into a
subsequent CAP as a result of a ‘Receipts & Payments’ misbalance where a
separate BIMS Report and MER will be issued for both the original and
subsequent error.
4.5.1.4 Report Distribution
Fujitsu Services will distribute BIMS Reports / MER’s and the Non Polled
Outlet report within Post Office using the Post Office mail network accessed
via ‘Lotus Notes’. In the event that this facility is temporarily unavailable,
reports will be distributed via the Fujitsu Services corporate mail system. In
the event that both ‘Lotus Notes’ and the Fujitsu Services corporate mail
system are unavailable, the Fujitsu Services MSU Business Support Team
leader will discuss with the Post Office ‘Incident Manager, Transaction
Processing’ the appropriate means of information transfer.
BIMS Reports / MERs distributed in accordance with this section will be
deemed to have been issued to Post Office, and / or Post Office given
notice of any errors described therein, on confirmation of delivery by the
‘Lotus Notes’ system administrator at the time of transmission by mail.
An example of a BIMS Report / MER is shown in Appendix 3.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 16 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.5.2
4.5.3
System Incident Log
The SIL is intended to track the progress to resolution of a System Incident
generated to eradicate an underlying system fault. In practice, one system
fault could lead to a number of symptoms generating Business Incidents. The
SIL has been developed to remove the need to annotate each BIMS Report /
MER associated with a particular system fault, with the detail required to
ensure Post Office are fully advised as to the nature of this fault and how and
when it is to be rectified. This information will be contained in the SIL.
An example of a completed SIL is shown in Appendix 1.
Reporting Timescales
Fujitsu Services will use reasonable endeavours to raise an initial BIMS
Report (V1.0) relating to a new Business Incident. This will be made available
in accordance with section 4.5.1.4, to the Post Office ‘Incident Manager,
Transaction Processing’, on the same working day as the Business Incident
is generated via the HSH, or in any event on the morning of the next working
day. In the event of the TPS Report Set not being available to Fujitsu
Services in time to enable any errors to be notified within this timescale, CS /
Fujitsu Services will contact the Post Office ‘Incident Manager Transaction
Processing’ to agree a temporary extension to the timescale. This initial,
incomplete, BIMS Report will serve to notify Post Office that a Business
Incident has occurred and that the completed BIMS Report will be provided to
Post Office within the agreed timescales.
Fujitsu Services will use reasonable endeavours to ensure the final
completed BIMS Report / MER, is made available in accordance with section
4.5.1.4 and is cleared within five working days from the date the Business
Incident was generated via the HSH.
Where there is a need to correct Data Errors (see appendix 2), Fujitsu
Services will use reasonable endeavours to deliver the corrected data file to
Post Office TIP within five working days from the date the Business Incident
was generated via the HSH. This may however, not always be practical due
to the technicalities of creating a corrected data file if there is a high volume
of data.
If the BIMS Report / MER is not cleared (in accordance with section 4.5.1.2)
or Fujitsu Services think it is unlikely to be cleared within five working days,
Fujitsu Services shall immediately notify Post Office Incident Manager
Transaction Processing and shall procure that Fujitsu Services MSU Manager
(or in his absence, his deputy) is made available to meet with Post Office
Incident Manager Transaction Processing, (or his delegate), to discuss the
delay within two working days of such notification
There is no strict timescale for the resolution of a System Incident as the time
taken to develop a fix or correct erroneous reference data cannot be
determined. Obviously however, Fujitsu Services will give every System
Incident the priority it deserves taking into account Post Office’s requirement
and would aim to deliver an initial analysis of the root cause within 5 working
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 17 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.5.4
days and a final analysis and evidence of remedial action, within 10 working
days. A System Incident will be closed by Fujitsu Services once the relevant
fix has been developed and tested and delivered, or a correction to the
relevant erroneous reference data has been authorised or approved for
release through the appropriate agreed procedures between Fujitsu Services
and Post Office. The SIL, advising the current status of System Incidents will
be delivered to Post Office TIP / TP at the end of each week. Post Office
may telephone CS / Fujitsu Services at any time to receive an update as to
the status of any System Incident documented on the SIL.
Widespread Errors
‘Widespread Errors’ are those Data Errors or Not Data Errors affecting Cash
Accounts in a Cash Account Period at more than 100 outlets. This section,
4.5.4, defines the notification procedures referred to in paragraph 3.6.4.1 (a)
of CS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” and
actions to be taken by Fujitsu Serivices in relation to Widespread Errors
referred to in paragraph 3.6.4.1 (b) of CS/SER/017 “Data Errors / Not Data
Errors - Contractual Definitions” .
Fujitsu Services will monitor ‘trigger points’, for example HSH calls and the
TPS Report Set, which can alert of any likely potential or actual ‘Widespread
Errors’. If Widespread Errors are discovered through this monitoring, the
Fujitsu Services Business Continuity Manager (or other senior representative
of Fujitsu Services) will immediately notify the Post Office Business
Continuity Manager (or, if unavailable, another senior representative of Post
Office) that Widespread Errors have been discovered and of the action the
Fujitsu Services has taken or proposes should be taken in accordance with
this section 4.5.4. Upon giving such notice the provisions of this document
(other than this section 4.5.4) shall cease to apply in respect of those
Widespread Errors.
Fujitsu Services will deal with Widespread Errors in the following manner:
e In respect of those Outlets which have not irrevocably committed
electronic Cash Accounts which may be affected by Widespread Errors
Fujitsu Services will notify those Outlets directly by telephone that they
should not attempt to irrevocably commit Cash Accounts until further
notice from Fujitsu Services.
e If the Widespread Errors have resulted in electronic Cash Accounts
irrevocably committed in Post Office Branches not being transmitted to
Post Office / TIP, Fujitsu Services will notify Post Office / TP of all such
missing electronic Cash Accounts.
e Fujitsu Services will use all reasonable endeavours to ensure that all
electronic Cash Accounts not transmitted to Post Office / TIP as a result
of Widespread Errors will subsequently be transmitted to Post Office /
TIP, without correction and still containing any Widespread Errors
contained within them in order that they will agree with the signed paper
Cash Account produced in the outlet.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 18 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.5.5
e Where Widespread Errors have resulted in a reconciliation error within
the Cash Account Pathway will not correct any electronic Cash Account
records if this correction would result in an electronic Cash Account being
received by Post Office / TIP which differs from the signed paper Cash
Account produced in the outlet
e In addition to the above, Fujitsu Services agrees that it will provide all
reasonable assistance to Post Office and will co-operate with Post Office
with the aim of resolving or mitigating to both parties satisfaction the effect
of Widespread errors discovered. In so doing, the parties may agree
reasonable alternative or additional action by Pathway (to that set out
above) which is appropriate for the type or Widespread Errors discovered
and the number of Outlet Cash Accounts affected by them. Such action
might include, for example: the calculation of corrective factors which if
applied to the relevant line or lines of each Cash Account in error, would
produce the correct outcome or balance for those Cash Accounts or the
provision of corrective data for such Cash Accounts (provided that the
parties can agree the changes to the CCD (TIP/IFS/001 — V5.7: Pathway —
TIP Application Interface Specification) which would be necessary for such
transmission)
The charges for widespread errors shall be as set out in CS/SER/017 “Data
Errors / Not Data Errors - Contractual Definitions” para’s 3.6.4.3 & 3.6.4.4.
Repairing Data
Where Fujitsu Services corrects Data Errors, ONE Business Incident will be
raised to cover each error, which has been corrected (or group of errors if
they are related to each other or if they relate to one Cash Account). A BIMS
report containing appropriate information (in accordance with section 4.5.1.1)
will be issued relating to that error or group of errors.
Where there is a need to correct Data Errors, Fujitsu Services may make
corrective assumptions, based upon the format and content of previous valid
records of the same type, if no other detail is available. For example, where a
transaction mode is unknown, the mode used may be obtained from a
previous transaction of the same type. In such cases, Fujitsu Services will
promptly inform Post Office ‘Incident Manager Transaction Processing’ of the
assumption, and anticipates that this will be by fax normally within the
working day that the assumption has been made. Post Office may wish to
review and validate these assumptions on a case by case basis and it should
be noted that any assumptions made would not necessarily set a precedent.
Where Post Office agrees that a Cash Account transmitted to Post Office TIP
shall be repaired rather than require a MER, then Fujitsu Services obligation
to transmit a repaired Cash Account may be satisfied by transmitting such
part of the repaired Cash Account as is necessary to correct the Data Error
concerned, provided that such transmission complies with the requirements of
the CCD TI/IFS/001 ‘Pathway to TIP Application Interface Specification’.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 19 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Appendix 2 sets out the rules surrounding the decision to repair data or
advise corrections via MER.
4.6 Incident Management Process
The following flowcharts have been prepared to describe the processes
required to bring each Business Incident and System Incident to a successful
conclusion within Fujitsu Services and Post Office and are for information
only. They do not attempt to describe any low-level Pathway procedures.
The individual cases where Pathway will elect to repair or not to repair data
are not included within these flowcharts.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 20 of 32
Printed On: 09/01/03
Fujitsu Services
TPS Reconciliation & Incident Management Ref:
Version: 4.0
19/12/02
COMMERCIAL IN CONFIDENCE
Date:
FUJ00001726
FUJ00001726
CS/PRO/111
4.6.1 MSU Raised Business Incident - BIMS / MER Issued — (Records not
repaired)
2 3
Exception Investigate Repair data
START report exception electronically?
incident [MSU]
5
Route Raise bus. incident
incident to MSU }e@—4 for each exception
incident stack with the HSH
[HSH] IMsU]
8 Annotate
Log incident exception
details into Zt report with
BIMS/MER BIMS/MER ref.
[Msu] [MSU]
1 10 9
Update ‘ati
at Investigation to
_ BIMSIMER with Lee] provide settiem't File report
investigat'n results 7
Trecon.tn detail IMsu}
[MSU] mau
Underlying
system fault?
“update syst ¥p r TT Despatch *
ate system aise system spate
ved i Close HSH
incident record incident BIMSIMER = LB
with new details with HSH report to PON puss
IMsu] Imsu} IMsU]
18 ad eyste 19 20
system
Lg incident refs to PON agree Until agreement
BIMSIMER report reached
[MSU] aS
Yes
23 24
Until system
incident Ceres <——
resolved IMsU}
24 28
Agree charges for Close BIMS/
Ls! MER at monthly Pe] MER at monthly
incident review incident review
[MSUIPON] [MSU/PON]
© 2001 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page: 21 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.6.2 MSU Raised Business Incident - BIMS / MER Issued (Repaired Records)
Ed 28 29
Raise one Route Log incident
¢ A -—}I bus. incident JJ incidenttomsU J} details into
on the HSH incident stack BIMSIMER
IMsu] [HSH] IMsU]
30 Annotate
exception
reportwith j_g_—__]
BIMS/MER ref.
IMsU]
¥ 32 _ Forward
a Bus. Incident to
fystem inciden SSC with instructions
lready raised?, Fie [2A] tecteatea correction
file & send to TIP
twsuy
“update syst * creat Update incident
pdate system reate ate inciden
indent record alse eystem conection fie Lgp] witneorrecton
withnew tats I I edent wi are ene to NP ie aetls
(Msu] [SSC] [SSC]
40 38
nda system Return incident
Lg) incident refs to nan
BIMS/MER report esc
IMsU]
a 36 Update
Despatch BIMSIMER
Py) cimsimeR fg itt correction
report to PON file details
[MSU] (su
a2 a 4
Close HSH PON agree Until agreement
business incident toclear reached
IMsu] BIMS?,
Clear
BisimeR [<———
[su]
® close sims! ‘Taree charges t “
lose gree charges for ‘until syst
MER at monthly f@@—J MER at monthly fg—f U"nieyetem
incident review incident review resolved
[MSUIPON] [MSUIPON]
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 22 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.6.3 Post Office TIP Raised Business Incident - BIMS / MER Issued
START
61 52 55
; Raise business ‘Attach details to
TIP business etal
79 existing incident
78 Business i [MSU]
ident on HSH & link to
START identified system incident v
by SSC Issc]
56
vy Update BIMS/
81 cute 83
jour
F Attach details to
incident to MSU MP) existing incident
[Msu]
I Seek e's, of
unl ident
89 8 Log 84
Investigation to incident details Update BIMS/
provide settlement JJ _ into BIMS/MER. MER report
or recon.tn detail ‘Add system refs & send to PON
ry IMsU] [MSU] [MSU]
Update system ver TEse
incident record riying , BIMSIMER with
with new details x0 investigat'n results] pigs
IMsU] Update BIMS/ ISU] Seek closure of
MER with duplicate incident
investigat’n results I_ from PON
66 [Msu] [Msu]
Raise system { bid x
incident with HSH MER D.
IMsu] 1 86
Despatch Close
BIMS/MER duplicate incident
report to PON LL on PONs behalf
IMsU]
inciddgt ref.s to Until ahreement
BIMSBRER report radghed
93 nS 92
Until agreement PON agree
reached to clear
a, BIMS?
Until system S linked Oye HsH Clear
incident to system Ysésinlgs incident [€]__sisimer
resolved Jgcidentz
bad i} } % close HSH 96
Clear bus. incident on Until system
BiMSIMER [PI ssc behat [2] incident
75 IMsu] IMsu] resolved
Agree charges for
L__y} wer at monthly ‘atmonthly END
incident review incident review
[MSUIPON] MSU/PON} 28 7
99 Close BIMS/MER Agree charges for
END at monthly f@@] MER at monthly
incident review incident review
[MSU/PON] IMSU/PON]
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 23 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.6.4 System Incident with Business Implications - BIMS / MER Issued —
47
(Repaired / Not repaired records)
Links to Problem Management
The processes highlighted within this document are not intended to replace
the current agreed Problem Management procedures, which will run side by
side with the incident management process, as has always been the case.
By way of example, “problems” may be raised by Fujitsu Services or Post
Office in the following scenarios:
e Where there is a trend of similar Business Incidents where there is no
identifiable cause. This may include the scenario where the number of
Data Errors discovered after transmission to Post Office TIP exceeds 20
within the relevant Data Error Counting Period. (CS/SER/017 “Data Errors /
Not Data Errors - Contractual Definitions” para 3.6.6.2)
e Where a System Incident has been raised and the cause is unknown.
Problem management expands the scope of the incident management
process described in this document to include any wider issues, which must
be dealt with in order to rectify problems and to ensure that the associated
Business and / or System Incidents are not repeated.
A System Incident is generated by Fujitsu Services to ensure the relevant
code or fix etc. is developed, tested and delivered to the live estate. However,
resolution of problems which arise as a result of that System Incident will
cover any additional requirements of both parties e.g. Counter News updates,
briefings etc. and in many cases the authority from Post Office to proceed
with a relevant fix.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 24 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.8 Appendix 1: ‘System Incident Log’
‘System Incident References Associated Business Incident Resolution Detail
Date Raised HSH Ref. PiniCL (1) I PiniCL (2) BIMS / HSH Ref. TIP Ref. Cause / Rectification of Error Fix Detail Problem Mgt Closure Date
Ref.
(03/11/99 IE9911030813 32733 IN/A IBE9911020258 p99 Narrative text P1234 29/11 [34567 03/12/99
13/11/99 IE9911030845 32675, 32688 IBE9911020259 N/A Narrative text 54666
Description of Fields
System Incident References
e Date Raised: The date the System Incident was raised by Fujitsu Services
e HSH Ref.: The System Incident HSH reference
e PinICL (1): The initial System Incident PinICL
e PinlCL (2): Any subsequent System Incident PinICLs raised for the same Business Incident
Associated Business Incident
e BIMS/ HSH ref.: The HSH and BIMS references which are identical but for the ‘B’ prefixing the BIMS reference
e TIP Ref.: Any TIP reference quoted against a TIP / TP raised Business Incident
Resolution Details
e Cause Rectification of Error: A non technical description of the fault and the solution to rectify
e Fix Detail: The Work Package (WP) detail and associated dates of any fix delivered to the estate
e Problem Mat Ref.: The associated Problem Management Database reference
e Closure Date: The date the System Incident was closed following successful delivery of fix or reference data changes.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 25 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
4.9 Appendix 2: Business Rules for Data Errors & Not Data Errors
Data Errors Discovered Before Transmission to Post Office / TIP
Action by Pathway
Data Error Criteria Para (inlRetain [Transmit (Correct theCorrect theMER MER (NoSend Report (Charge to}
(CS/SER/O (Original (Original [Data Error [Data Error if(Subject toLimit) Corrected (Explain Fujitsu
17) [Record [Record Post OfficeS0 Limit) [Record (Correction [Services(A
IAgree Note 3 imt. Per
MER)
Transaction Error 8.6.5.1 \v Iv i NIA
\Transaction Error — MERS.6.5.4 \Y Note 1 iv ¥ £100
option
Inaccurate Cash Account3.6.5.2 (a) iv iv iv Iv N/A
(Data Error) - Corrected
Inaccurate Cash Account/3.6.5.2 (b) iv iv ¥ £100
(Data Error) - Not Corrected
(Cash Account Error 3.6.5.3 Iv iv v Iv N/A
(Cash Account Error —- MER3.6.5.4 Iv Note 4 v v £100
(Option
Note 1: Fujitsu Services will usually retain the original record but is not obliged to do so if a MER is issued.
© 2001 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page: 26 of 32
Printed On:
09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Data Errors Discovered After Transmission to Post Office TIP
Action by Pathway
Data Error Criteria Para _(inRetain [Transmit (Correct theCorrect theMER MER (NoSend Report —Charge to
(\CS/SER/O [Original Original [Data Error Data Error if(Subject tolLimit) Corrected (Explain Fujitsu
17) Record [Record [Post OfficeS0 Limit) Record (Correction Services
Agree (Amt. Per
Note 3 MER)
\Transaction Error 3.6.6.1 (a) IN/A N/A iv v Iv N/A
(Corrected
[Transaction Error — Not3.6.6.1 (b) N/A IN/A Vv Note 2 iv £150
(Corrected
Inaccurate Cash Account/3.6.5.2 (a) IN/A N/A iv v iv N/A
(Data Error) - Corrected
Inaccurate Cash Account3.6.5.2 (b) IN/A IN/A lv ~ £100
(Data Error) - Not Corrected
(Cash Account Error -3.6.6.1 (a) IN/A N/A iv v iv N/A
(Corrected
(Cash Account Error — Noti3.6.6.1 (b) IN/A. IN/A ¥ Note 2 v £100
(Corrected
© 2001 Fujitsu Services
COMMERCIAL IN CONFIDENCE
Page: 27 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Note 2: the ‘50 limit’ only applies if the Data Error is discovered after transmission to Post Office TIP, but before the conclusion of
the Data Error Counting Period. If discovered after the end of the Data Error Counting Period, the ‘50 limit’ does not apply in
respect of MERs required to be issued, (see CS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” para 3.6.6.3)
Note 3: Instead of retaining and repairing Data Errors, Fujitsu Services is entitled to issue MERs for up to a total of 50 Data Errors
(or such higher limit as the parties may agree) relating to any Data Error Counting Period.
For the purposes of this ‘50 limit’, a Data Error relates to a Data Error Counting Period if;
a) itis a Transaction Error in a transaction carried out during that Data Error Counting Period; or
b) it is a Cash Account Error or an Inaccurate Cash Account (Data Error) for the Cash Account Period (if any) which is co-
terminus with that Data Error Counting Period.
For the purposes of the definitions Data Error Counting Period, a day shall mean a period of 24 hours ending at 20.00hrs.
(CS/SER/017 “Data Errors / Not Data Errors - Contractual Definitions” paras 3.6.1.2 & 3.6.1.3). Fujitsu Services and Post Office
may agree that the ‘50 limit’ may be increased if felt operationally viable.
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 28 of 32
Printed On: 09/01/03
FUJ00001726
FUJ00001726
Fujitsu Services TPS Reconciliation & Incident Management Ref: CS/PRO/111
Version: 4.0
COMMERCIAL IN CONFIDENCE Date: 19/12/02
Not Data Errors Discovered Before or After Transmission to Post Office TIP
Action by Pathway
Data Error Criteria Para (in\Retain (Correct theCorrect theBIMS To the extent that is reasonable, (Charge to
\CS/SER/0 [Original [Data Error Data Error ifReport (NoI Fujitsu Services to assist Post [Fujitsu
17) Record [Record Post OfficeMER) Office Services
Agree (Amt. Per
MER)
Not Data Error 3.6.7 iv iv ia) investigate and seek to prevent thelN/A
recurrence of such Not Data Erro!
and;
lb) prevent the production of CashI
Accounts which are incorrect as aI
result of such Not Data Error
© 2001 Fujitsu Services COMMERCIAL IN CONFIDENCE Page: 29 of 32
Printed On: 09/01/03
Appendix 3: BIMS Report / MER Format
FUJ00001726
FUJ00001726
BIMS Reference: BE/9912240077
Incident Type:
Incident Class
(Transaction Date:
Status:
Version: Last Updated:
Originator:
FAD:
Error Value: £
OTHER REFERENCES
PinICL reference:
Incident ‘xref’ :
TIP / TP ref:
System Incident References
HSH:
PinICL:
TRANSACTION LIABILITY
Provisional:
Final:
Settlement Details
Transaction Settlement
Settled Amount:
Invoice Number:
Invoice Date:
IMER Charge
No of Chargeable MER
MER Settlement Amount:
MER Invoice Number
MER Invoice Date
INCIDENT HISTORY
Date Received
Date Cleared
Date Closed
(ACTIONS
(Action Date / Time:
[Text description]
Action Type: Analyst:
[TRANSACTION / CASH ACCOUNT DETAIL
MANUAL ERROR REPORT: Y/N
20 Fields available for insertion of Transaction or Cash Account detail in content
land format agreed with Post Office TIP.