Fujitsu Services
FUJ00001910
FUJ00001910
Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
Document Title:
Document Type:
Release:
Abstract:
Document Status:
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Management Information Service: Service Description
Service Description
N/A
Service Description of the Management Information Service
provided under contract to Post Office Ltd
APPROVED
John Moran: Fujitsu Services Customer Service
Richard Brunskill, Mark Jones, Roger Barnes (Fujitsu Services)
PVCS, Reviewers
Post Office Reviewers
Approval Authorities:
Name
Position Signature Date
Bernadette O’Donnell
Post Office Ltd Network
Support - Supplier & Service
Performance Manager
Richard Brunskill
Fujitsu Services Post Office
Account Infrastructure
Services Manager
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FUJ00001910
FUJ00001910
Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
1.0 20/12/02 First authorised version introduced under contract
negotiations and agreed between Fujitsu Services and
Post Office
Ll 28/9/04 Second draft version revised to reflect the removal of I CP_3753
the ‘Multiple Transactions report’ from this service
description to reflect changes made to the Post Office
Ltd requirements addressed by the completion to
PSO-FSL_CR00187.
2.0 18/11/04 For approval since no review comments were
received.
0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority
Name
Post Office Ltd Network Support — Supplier & I Bernadette O’ Donnell
Service Performance Manager
Fujitsu. Services Post Office Account — I Richard Brunskill
Infrastructure Services Manager
Fujitsu. Services Post Office Account —- I Dave Baldwin
Customer Service Director
Optional Review / Issued for Information
Post Office Ltd Network
Performance Reporting Manager
Support —I Les Henderson
( * ) = Reviewers that returned con
mments
0.3 Associated Documents
Reference Version I Date Title Source
CS/PER/013 Service Review Performance PVCS
CS/PRD/104 0.3 22/11/2002 System Service: Reporting PVCS
& Remedial Settlement
Process
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FUJ00001910
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Fujitsu Services Management Information Service: Service Ref: CS/SER/O15
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
CS/PRO/133 0.4 18/04/2002 Data File Delivery SLA PVCS
Exclusion Conditions
NB/SDS/008 Network Banking MIS PVCS
Reports Design
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation
Definition
MIS
Management Information Service
Miscellaneous Data I A request for data from the Post Office as described in paragraph
Query Request 3.3 of this CCD
MSU Fujitsu Services Management Support Unit — the team which collectively
supplies the Management Information Service
OLA Operational Level Agreement
PAN Personal Account Number
Post Office™ Post Office Ltd
Service Management I Forum comprised of nominated representatives from both the Fujitsu
Forum Services and the Post Office which meet at regular intervals to
review the service supplied by Fujitsu Services
Service Review Book
A document published on a monthly basis by Fujitsu Services
detailing the previous months achievement to target against SLA(s)
and containing managerial comment when appropriate, as further
described in paragraph 3.1
SLA
Service level Agreement(s)
SLT
Service Level Target
The definitions above
within this documen
meaning as defined wi
0.5 Changes in
apply within this document only. Any other defined terms used
t, other than those set out in the table above, shall have the
ithin Schedule 1 of the Agreement.
this Version
Version Changes
1.0 First Issue
ll Section 3.2.1 (b). The ‘Multiple Transactions’ report is now removed as
per the relevant change control documents.
Section 3.1.3 (c), and (f) to remover references to the Technical Service
Desk / TSD.
2.0 CS Director amendment. No review comments returned
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FUJ00001910
FUJ00001910
Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
0.6 Changes Expected
Changes
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FUJ00001910
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
0.7 Table of Contents
1.0 SERVICE SUMMARY.
Ll GENERAL seseeeetesteseeeeee
1.2 MAIN ELEMENTS OF THE MIS.
2.0 SERVICE PRINCIPLES.
2.1 GENERAL
3.0 SERVICE DEFINITION,
3.1 THE SERVICE REVIEW BOOK
3.2. MANAGEMENT INFORMATIO!
3.3. MISCELLANEOUS DATA QUERIES...
3.4 CALCULATION OF LIQUIDATED DAMAG
4.0 SERVICE AVAILABILITY.
5.0 SERVICE TARGETS & LIMITS
5.1. TARGETS.
5.2. Limit:
6.0 SERVICE DEPENDENCIES & POST OFFICE RESPONSIBILITIES
6.1 POST OFFICE RESPONSIBILITIES.
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FUJ00001910
FUJ00001910
Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
1.0 Service Summary
1.1 General
LL The primary aim of the Management Information Service (MIS) is to provide to
the Post Office performance reporting and management information relating to the
Horizon Services
1.2 Main elements of the MIS
1.2.1 The delivery to Post Office Ltd of the monthly Service Review Book (SRB) as
detailed in para. 3.1 below.
1.2.2 The delivery to Post Office Ltd of supporting information leading to the settlement
with Post Office of Liquidated Damages where applicable, as detailed in para. 3.4
below.
1.2.3 The delivery to Post Office Ltd of management information in accordance with the
requirements set out in paragraph 3.2.1 in relation to Network Banking transaction
data.
1.2.4 The delivery to Post Office:Ltd of management information in relation to the
Automated Payments Service (APS) transaction delivery to individual clients as
detailed in paragraph 3.2.2.
1.2.5 The delivery to Post Office Ltd of management information in relation to the
Capacity Management Service as detailed in paragraph 3.2.3.
1.2.6 The delivery to Post Office Ltd of management information in response to a
Miscellaneous Data Query Request which may be received by Fujitsu Services, as
detailed in para. 3.3.
2.0 Service Principles
2.1 General
2.1.1 Staff utilised for the MIS will have the necessary skills to provide statistical and
data analysis appropriate to the MIS.
3.0 Service Definition
3.1 The Service Review Book
3.1.1 The Service Review Book is the primary input into the Service Management
Forum reporting on performance against SLT’s.
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
3.1.2 Fujitsu Services will deliver version I of the monthly SRB to Post Office Ltd by
close of business on the fifth working day following the end of the month being
reported. This version will contain SLT data only.
3.1.3 Fujitsu Services will deliver version 2 of the monthly SRB to Post Office Ltd by
close of business on the tenth working day following the end of the month being
reported. This version will contain SLT data (which may have been updated from
version I due to the late delivery of information) and a service summary broken
down into the following categories:
a) Management Summary — highlights of the last months service delivery;
b) A high level review of each of the supplied services;
c) Service volumetric data which is available to the MSU, for example:
e The Number of calls received from live Post Office branches by the
Horizon Systems Helpdesk (HSH).
¢ The number of OBCS transactions.
© The number of APS transactions.
« Number of live Post Office branches and counter positions.
d) High level review of problem management and cross domain problem status;
e) High level review of release management including releases delivered and
future scheduling;
f) Annexes identifying Engineer Services failures attracting remedies . These
annexes will detail the following in respect of each failure:
¢ Incident reference
e Degree of failure
© Brief description of incident
e Explanation of cause of failure
e Action planned/taken to mitigate further failures
3.1.4 The SRB will contain SLA information as described in paragraphs 3.1.5 to 3.1.8
below.
3.1.5 Monthly SLA achievement shall be reported over the previous 13 calendar months.
3.1.6 SLA achievement, with the exception of all Data Services SLA’s (Data file delivery
and Logistical feeder service, as detailed in Annex 2 Schedule 15), shall be
reported to one decimal place.
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
SLA achievement for all Data Services SLA’s shall be reported to two decimal
places.
SLA achievement shall be colour coded as follows:
a) Green: SLA target met — no issues to report;
b) Amber: SLA target missed — one off incident with action plan in place or not
required;
c) Red: SLA target missed — root cause unknown at this point or no action
planned to resolve the issue and could re-occur.
3.2 Management Information
3.2.1
Fujitsu Services will deliver the following Network Banking management
information to Post Office Ltd, in the form and manner as further detailed in the
CCD entitled: Network Banking MIS Reports Design (NB/SDS/008):
a) MIS money laundering report: Fujitsu Services shall produce on a monthly
basis a report listing, by Branch, the cash deposit Banking Transactions that
exceeded the configurable threshold specified in the above CCD, together with
a Post Office Branch summary giving the number and value of such Banking
Transactions.
b) MIS transaction outcome analysis by branch report: Fujitsu Services shall
produce on a weekly basis a report giving, by Post Office product and Banking
Transaction outcome, the number and value of Banking Transactions for the
previous accounting week.
c) MIS bank analysis report: Fujitsu Services shall produce on a weekly basis a
report in respect of each accounting week for each Bank, issuer scheme,
posting date (the date from which the relevant Transmission Day Number (as
defined in the TIP application interface specification) is derived), Network
Banking Settlement Date, product type and value band, the outcome, daily
number and value (determined from the applicable Network Banking
Confirmation) of Banking Transactions harvested in that Accounting Week
There shall be value bands as specified in the CCD entitled “Network Banking
MIS Reports Design” (NB/SDS/008).
d) Changes to the value bands and / or introduction of additional bands will be
effected through the Hard Change Control Procedure. Both parties agree, (but
for the avoidance of doubt without any commitment) that, in the normal course
of business, four weeks would be a reasonable period to allow for the
introduction of a change to the value band. Fujitsu Services shall provide Post
Office with one copy of each MIS report electronically using “Business
Objects” software (or such other software as may be agreed by the parties in
writing from time to time).
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
3.2.2
3.2.3
3.3
3.3.1
3.3.2
3.3.3
3.3.4
3.3.5
3.3.6
Fujitsu Services will deliver the OBCS (including OBCS stops) & APS client
transaction management information to Post Office by close of business on the
tenth working day after the end of the month being reported. The information to
be provided is as follows:
a) The number of transactions completed, (in respect of APS at APS client level),
each day throughout the Post Office Branch network; and
b) The delivery profile of those transactions, (in respect of APS at APS client
level), based upon the % delivery to Day B, Day C, Day D and Day J (where
Day A is the transaction completion date).
Fujitsu Services will deliver Capacity Management information to the Post Office
by close of business on the tenth working day after the end of the month being
reported, in accordance with the CCD entitled: Capacity Management Business
Volumes (PA/PER/033), section 4H.
Miscellaneous Data Queries
Post Office Ltd may request Fujitsu Services to supply data not normally reported
by the MIS within section 3.1 & 3.2, subject to the limits detailed in section 5.2.
Post Office Ltd will submit a Miscellaneous Data Query Request via the Fujitsu
Services ‘Ad-hoc query’ mailbox. Urgent requests for data may be communicated
via the telephone, however all such requests must be followed up as soon as
reasonably practical by a written Miscellaneous Data Query Request.
Fujitsu Services Ltd will log all Miscellaneous Data Query Requests in a database
for future reference and audit requirements.
Fujitsu Services Ltd will deliver data to Post Office in any of the following formats
as requested by Post Office:
a) Business Objects Report; or
b) MS Office: Word / Excel
The data shall be delivered in paper or electronic (CD / E mail / Diskette) form, as
requested by the Post Office.
Fujitsu Services shall use reasonable endeavours to return the completed
Miscellaneous Data Query Request to Post Office within 5 working days from
receipt.
Fujitsu Services will advise Post Office Ltd if they are unable to deliver the
completed Miscellaneous Data Query Request within 5 working days and will
advise Post Office of the estimated delivery date.
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
3.3.7
3.4
3.4.1
3.4.2
3.4.3
3.4.4
3.4.5
3.4.6
3.4.7
4.0
In carrying out the MIS service, Fujitsu Services shall comply with its data
protection obligations as identified in paragraph 2.3.1 of Schedule 2 to this
Agreement.
Calculation of Liquidated Damages
Some but not all SLA’s are subject to Liquidated Damages when the applicable
Liquidated Damage Threshold (LDT) has not been achieved. Those Service levels
that do attract liquidated damages are identified within Schedule 15.
Fujitsu Services will provide Post Office Ltd with the backing data that has been
used to calculate the financial payments associated with any liquidated damages on
a monthly basis.
Post Office Ltd will review this backing data to verify this financial payment is
correct
Post Office Ltd will advise Fujitsu Services if it considers any payment to be
incorrect and both parties will attempt to resolve any dispute at the operational
level.
If a dispute cannot be resolved at the operational level, the issue will be escalated
to the Service Management Forum for discussion and resolution.
If a dispute cannot be resolved at the Service Management Forum, the issue will be
referred to the Commercial Forum where it will be resolved using the established
“Case Law’ procedure.
Once both parties have agreed on the value of the financial payment, Fujitsu
Services will issue a credit note to Post Office based upon the amount payable over
the relevant Post Office quarter in accordance with Schedule 9.
Service Availability
The MIS will be available from 9:00 to 17:30 Monday to Friday excluding Bank Holidays.
5.0 Service Targets & Limits
5.1 Targets
5.1.1 Service Review Books
a) Fujitsu Services will deliver to Post Office Ltd the Ist iteration of the SRB — 5
working days after month end;
b) Fujitsu Services will deliver to Post Office Ltd the 2nd iteration of the SRB —
10 working days after month end; and
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
c) Fujitsu Services will use reasonable endeavours to deliver a completed
Miscellaneous Data Query Request to Post Office Ltd within 5 working days of
receipt.
5.1.2 Network Banking MIS Reports Delivery
a) Fujitsu Services will, in the normal course of business, provide Post Office Ltd
with one copy of each MIS report within the time limits specified below:
e in the case of the Reports specified in paragraphs 3.2.1 a) to c) above no
later than 5 working days after the end of the period covered by the Report;
and
e in the case of the Report referred to in paragraph 3.2.1 d) no later than 1
working day after the end of the period covered by the Report.
b) Where circumstances outside the normal course of business impact on the
timing of provision of a MIS report to Post Office Ltd then such report shall be
provided to Post Office Ltd as soon as reasonably practical after the end of the
period covered by the Report. Fujitsu Services shall notify Post Office Ltd as
soon as reasonably practicable after becoming aware of circumstances that will
delay preparation or provision of a MIS report.
c
In the case of the MIS reports referred to in paragraphs 3.2.1 a) to c) above
information from any Branch which is non-polling between the end of the
period covered by the MIS report and the time when that MIS report is
prepared will not be included in the MIS report for that period but will be
included in a subsequent reprint of the MIS report showing that information,
once all the Branches have been polled.
5.2 Limits
Post Office may submit no more than 5 Miscellaneous Data Query Requests each week.
6.0 Service Dependencies & Post Office Responsibilities.
6.1 Post Office Responsibilities
6.1.1 Fujitsu Services will only accept an Miscellaneous Data Query Request if it has
been received via the agreed route as described in paragraph 3.3.2.
6.1.2 Post Office Ltd will make Miscellaneous Data Query Requests using the standard
Miscellaneous Data Query Request form.
6.1.3 Post Office Ltd will use reasonable endeavours to refuse any requests for data from
within their organisation, which they do not consider are cost justified. Where
necessary, Post Office Ltd will consult Fujitsu Services prior to any such request
being made.
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FUJ00001910
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Fujitsu Services Management Information Service: Service Ref: CS/SER/015
Description
Version: 2.0
Commercial in Confidence Date: 18-Nov-2004
6.1.4 Post Office Ltd will not submit any Miscellaneous Data Query Request which
would normally be submitted via the established audit and security route. Any such
request will be refused by Fujitsu Services MIS.
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