oO
FUJITSU
FUJITSU SERVICES
Message Broadcast Service: Service
Description
Commercial in Confidence
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SVM/SDM/SD/0018
1.0
24/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Message Broadcast Service: Service Description
Service Description — Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service description for the Message Broadcast Service
delivered under contract to Post Office
APPROVED
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
Approval Authorities:
(See PA/PRO/010 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services: Senior Service
Delivery Manager
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O Message Broadcast Service: Service
FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
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Ref: SVM/SDM/SD/0018
Version: 1.0
Date: 24/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 24/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS Liz Melrose
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
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FUJITSU st Service:
Description 1.0
FUNITSU SERVICES Commercial in Confidence 24/08/06
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
SVM/SDM/PRO/0005 Message Broadcast Service, Joint PVCS
Working Document
SVM/SDM/SD/0013 Reference Data Management Service: PVCS
Service Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
0.5 Changes in this Version
Version
Changes
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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FUJITSU Message Broadcast Service: Service Ref: SVM/SDM/SD/0018
)} Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 24/08/06
0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 HNG-X.
2.1 SERVICE DEFINITION
1 Process......
"2 Reading Messages in a Branch
SERVICE AVAILABILITY...
SERVICE LEVELS AND REMEDIE
General Principles.
Service Level Relie!
Rectification Plan..
Service Levels for which Liquidated Damages Apply...
Service Level Targets for which no Liquidated Damages Apply.
Operational Level Target see
Performance Metrics...
3. Design Targets...
24 SERVICE LIMITS AND VOLUMETI
2.5 ASSETS AND LICENCES
2.5.1 Assets.
2.5.2 Licences.
2.6 CHARGES.
Operational Fixed Ch harge.
Operational Variable Charg:
Additional Operational Variable Charge.
2. 7 DEPENDENCIES AND INTERFACES WITH OPERATIONAL SERVICE!
2.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES.
2.9 BUSINESS CONTINUITY...
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE...
3.0 I HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD..
3.1 SERVICE DEFINITION
3.2. SERVICE AVAILABILITY.......
3.3. SERVICE LEVELS AND REMEDIE
3.4. SERVICE LIMITS AND VOLUMETRICS
3.5. ASSETS AND LICENCES.
3.6 I CHARGES a
3.7. DEPENDE! WITH OTHER OPERATIONAL SERV!
3.8 I Post OFFICE DEPENDENCIES AND RESPONSIBILITIES.........
3.9 BUSINESS CONTINUITY
3.10 I DOCUMENTATION SET SUPPORTING
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1.0 Service Summary
4.4.
1.2.
1.3.
1.4.
1.5.
2.0
2.1
2.1.1
2.1.1.1.
2.1.1.2.
The Message Broadcast Service enables Post Office to communicate directly with
Branches, for the purposes of issuing instructions, advice or information urgently,
where paper and postal communications may be too slow or inappropriate. The
Message Broadcast Service only enables communications from Post Office out to
Branches; Branches are unable to respond or communicate to Post Office using this
Service.
Fujitsu Services will enable the distribution of Messages to selected user groups at
targeted Branches on receipt of a request from Post Office.
Each Message will be distributed to all the selected user groups and target Branches,
both as identified by Post Office.
Certain proscribed characters are not supported by the Message Broadcast Service
and cannot be used within the Message text. These are defined in detail in the
Working Document entitled: “Message Broadcast Service, Joint Working
Document” (SVM/SDM/PRO/0005).
Only Branches that are currently in communication with the HNG-X Central
Infrastructure at the time of the Message Broadcast will be able to access the
Message.
HNG-X
Service Definition
Process
For each Message Post Office requests to be broadcast, Post Office shall ensure the
Message (which covers the Message title and text) is conformant with the
specifications described within section 2.1.1.4 of this Message Broadcast Service,
Service Description.
For each Message Post Office will identify a list of the target Branches, the selected
user groups and the length of time the Message is to remain on the Message
Broadcast System after it has been read. Specifically, the control information
provided by Post Office with each Message shall include the following:
(a) Message title (up to 18 characters, including embedded spaces);
(b) Message priority (high or low);
(c) Message retention period (one (1) day);
(d) detail of the targeted Branches (these may be specified by region, Branch type
or Branch identification code); and
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2.1.1.3.
2.1.1.4,
2.1.1.5.
2.1.1.6.
2.1.1.7.
(e) detail of the selected user group (Manager, Supervisor, Clerk, Auditor or
Auditor - Emergency Manager) or “ANY” meaning all Users. For the
avoidance of doubt, “ANY” does not include users groups 'ENGINEER' or
‘SUPPORT & SETUP’ which are not part of the Message Broadcast Service
available to Post Office.
Where a Message relates to the Business Capabilities and Support Facilities or
processes surrounding the Business Capabilities and Support Facilities, Fujitsu
Services shall verify the technical accuracy of the details within the Message where
possible.
Fujitsu Services will further verify that the Message conforms to the following criteria:
(a) no proscribed characters (as referred to in section 1.4 of this Message
Broadcast Service, Service Description) are used;
(b) no graphics, tables or text formatting (such as bold type, bullet points,
underlining or italic script) are used;
(c) the text does not include any leading spaces;
(d) _ the title does not exceed 18 characters in length, including any spaces used;
(ec) _ the overall Message length does not exceed 1670 characters, including spaces,
Service Desk details and any contact name but excluding control information
(as referred to in section 2.1.1.2 of this Message Broadcast Service, Service
Description);
(f) _ the retention period of I (one) day or greater, as requested by Post Office; and
(g) the Message indicates where applicable, whether any Branch queries should be
addressed to the Service Desk or the Post Office Network Business Support
Centre (NBSC)
Where necessary, Fujitsu Services will liaise directly with Post Office to obtain
suitable amendments to a Message before it is broadcast to ensure compliance with
the criteria in section 2.1.1.4 of this Message Broadcast Service, Service Description.
Fujitsu Services will provide a daily report to Post Office of Branches which may not
have been able to receive Messages during the previous day due to a communications
failure within the Branch Infrastructure or the HNG-X Central Infrastructure.
Fujitsu Services can propose Messages for Message Broadcast to Post Office, but the
final authority for wording and release lies with Post Office. However, where Fujitsu
Services notifies Post Office that a Message is of an urgent nature and is required to
restore Service or avoid further loss of a Service within one or more Branches, Post
Office and Fujitsu Services will agree the distribution of the Message in accordance
with the Service Management Service. Post Office shall ensure that the final authority
for release of this Message is not unreasonably withheld or delayed.
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2.1.2
2.1.2.1.
2.1.2.2.
2.1.2.3.
2.1.2.4.
2.1.2.5.
2.1.2.6.
2.1.2.7.
2.1.2.8.
Reading Messages in a Branch
Users will be able to access Messages delivered to a Branch from any Counter
Position for the period specified as the Message’s retention period (as referred to in
section 2.1.1.2 of this Message Broadcast Service, Service Description).
Only Users who are members of the user group selected for each Message (as
referred to in section 2.1.1.2 of this Message Broadcast Service, Service Description)
will be able to access all or any part of that Message.
Messages shall be automatically deleted from the HNG-X Central Infrastructure once
their retention period has expired.
When a User of an appropriate user group is logged onto a Business Capability or a
Support Facility and a Message is stored for that user group, the Business Capability
or Support Facility shall indicate that a Message is available.
The Business Capability or Support Facility shall allow each User to view the
Messages stored for those user groups of which the User is a member. When viewing
a Message the User shall be informed of the creation date of the Message, its priority
and whether that Message has been displayed for that User previously. When the
message window is activated by the User, the Messages shall be displayed in the
sequence:
(a) never previously displayed, high priority;
(b) _ never previously displayed, low priority;
(c) _ previously displayed, high priority; and
(d) previously displayed, low priority.
If necessary, the User will be able to scroll backwards or forwards to view each
Message in turn.
New Messages arriving whilst the message window is active will be appended to the
top of the list regardless of priority.
Messages received by Branches can be printed on the counter printer at the Counter
Position if this is required.
2.2 Service Availability
The Message Broadcast Service is available during the hours of: 08:00hrs to 20:00hrs,
Monday to Saturday, excluding all Bank Holidays. In exceptional circumstances, Post Office
and Fujitsu Services may agree to distribute a Message outside of these hours.
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2.3. Service Levels and Remedies
2.3.1. General Principles
2.3.1.1. The performance of the Message Broadcast Service during each OLT measurement
period shall be measured against each of the OLT applicable in respect of the
Message Broadcast Service.
2.3.1.2. The OLT identified within section 2.3.6 of this Message Broadcast Service, Service
Description only apply within the hours of the Post Office Core Day.
2.3.1.3. Post Office may monitor the performance of the Message Broadcast Service OLT on
request.
2.3.2 Service Level Relief
The Message Broadcast Service OLT identified in section 2.3.6 of this Message Broadcast
Service, Service Description shall only apply to those Message volumes set out in the table in
section 2.4 of this Message Broadcast Service, Service Description. Where Messages exceed
these volumes, no OLTs shall apply to Messages which resulted in these volumes being
exceeded.
Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.3
2.3.4 Service Levels for which Liquidated Damages Apply
There are no SLTs associated with the Message Broadcast Service for which liquidated
damages apply.
2.3.5 Service Level Targets for which no Liquidated Damages Apply
There are no SLTs associated with the Message Broadcast Service for which no liquidated
damages apply.
2.3.6
Table 1
Operational Level Targets
Description OLT
Valid Messages originated by Post
Office available for transmission to
Branches
Within 3 hours afier “Message Receipt
Time”
Valid Messages available to be viewed
in each targeted Branch
Within 4 hours afier “Message Receipt
Time” ie. the time the Message is
expected to be viewed at the Branch
Report of Branches who have been
unable to trade and therefore been
By 08:00hrs on the Post Office Core Day
following the day on which the Message
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unable to receive Messages available to I was broadcast
Post Office
NB: “Message Receipt Time” is the time that a request for a message is received by Fujitsu
Services.
2.3.7 Performance Metrics
There are no performance metrics associated with the Message Broadcast Service.
2.3.8 Design Targets
There are no design targets associated with the Message Broadcast Service.
2.4 Service Limits and Volumetrics
Table 2
Messages distributed to: Maximum number within
a Working Day
To any one Branch 3 (three)
To the entire Post Office estate 6 (six)
Where the above volumes are exceeded, Fujitsu Services will use reasonable endeavours to
deliver the Message Broadcast Service, up to a daily maximum of seven (7) Messages to any
one Branch, or thirteen (13) Messages to the entire HNG-X estate.
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Message Broadcast Service.
2.5.2 Licences
There are no licences associated with the Message Broadcast Service.
2.6 Charges
2.6.1 Operational Fixed Charge
There is no Operational Fixed Charge associated with the Message Broadcast Service.
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2.6.2 Operational Variable Charge
2.6.2.1. The Message Broadcast Service is a “Call Off’ Service with charges only raised by
Fujitsu Services when the Service is used.
2.6.2.2. The charge will comprise of a flat rate element for each Message as set out in
paragraph 7.3.2. of Schedule D1 of the Agreement.
2.6.2.3. Where a charge is levied by Fujitsu Services, the invoice will identify against each
charge the Post Office reference number of the Message for which the charge is being
made.
2.6.2.4. Where a Message Broadcast is required as a result of a problem within a Business
Capability or Support Facility that is agreed between the Parties to be attributable to
a fault caused by Fujitsu Services, Fujitsu Services will not charge Post Office for
that particular Message.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges associated with the Message Broadcast
Service.
2.7 Dependencies and Interfaces with Operational Services
2.7.1. Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Message Broadcast Service and/or any of the Operational Services
will be agreed in accordance with the Change Control Procedure. This section
describes the interfaces with the Operational Services as at the Amendment Date, as
follows:
2.7.1.1 The Reference Data Management Service
The Message Broadcast Service receives instructions to process Messages directly from the
Service Management Service. Messages approved for distribution to the Branch Infrastructure
are distributed by the Reference Data Management Service on behalf of the Message
Broadcast Service. Any change to the scope of the Message Broadcast may result in the
Reference Data Management Service dealing with the end to end process.
2.7.1.2. The Service Management Service
If the scope of the Message Broadcast Service is changed, the Service Management Service
may have to take over the role of managing the Message Broadcast Service.
2.7.1.3. The Data Centre Operations Service
The Message Broadcast Service is supported by the Data Centre Operations Service as
Messages are distributed behalf of the Message Broadcast Service via the Data Centre
Operations Service. Any changes to the scope of the Data Centre Operations Service may
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result in the provision of support from the Third Line Support Service or the Systems
Management Service.
2.7.1.4 The Central Network Service
The Message Broadcast Service is supported by the Central Network Service. Any changes
to the scope of the Central Network Service may result in the provision of support from the
Systems Management Service or the Third Line Support Service.
2.7.1.5 The Systems Management Service
The Message Broadcast Service is supported by the Systems Management Service. Any
changes to the scope of the Systems Management Service may result in the provision of
support from the Third Line Support Service or the Data Centre Operations Service.
2.7.1.6 The Branch Network Service
The Message Broadcast Service is supported by the Branch Network Service. Any changes to
the scope of the Branch Network Service may result in the provision of support from the
Systems Management Service or the Third Line Support Service.
2.7.1.7 The Third Line Support Service
The Message Broadcast Service is supported by the Third Line Support Service. Any changes
to the scope of the Third Line Support Service may result in the provision of support from the
Systems Management Service or the Application Support Service (Fourth Line).
2.7.1.8 The Security Management Service
The Message Broadcast Service is supported by the Security Management Service. Any
changes to the scope of the Security Management Service may result in the provision of
support from the Service Management Service.
2.8 Post Office Dependencies and Responsibilities
2.8.1. In addition to those Post Office responsibilities set out in Schedule AS of the
Agreement, Post Office shall:
(a) supply Message wording in the agreed format and in conformance with the
specifications described in section 2.1.1.4 of this Message Broadcast Service,
Service Description;
(b) ensure Message wording has been approved by Post Office;
(c) provide, for each Message, the control information referred to in section 2.1.1.2
of this Message Broadcast Service, Service Description;
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(d) alert the Fujitsu Services Post Office Account Duty Manager via pager when a
Message Broadcast is ready to be broadcast;
(ec) ensure that the Post Office originator of each Message is available for contact
until the Message has been released to the targeted Branches by Fujitsu Services;
and
(f) comply with its obligations under section 2.1.1.7 of this Message Broadcast
Service, Service Description.
2.9 Business Continuity
The loss of both the Data Centre Operations Service and the Reference Data Management
Service would affect the ability of the Message Broadcast Service to issue a Message
Broadcast to meet the OLT applicable in respect of the Message Broadcast Service. Business
continuity arrangements for the Message Broadcast Service are covered in the CCD's entitled:
“Data Centre Operations Service: Service Description” (SVM/SDM/SD/0003) and
“Reference Data Management Service: Service Description” (SVM/SDM/SD/0013).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Message Broadcast Service, Service Description
supports the delivery of the Message Broadcast Service. Should any elements of the Message
Broadcast Service be changed following agreement with Post Office, Fujitsu Services will
ensure these documents are also reviewed and amended where necessary in line with changes
agreed.
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3.0 HNG-X Application Roll Out — Transitional Period
3.1. Service Definition
See sections 2.1.1 to 2.1.2 of this Message Broadcast Service, Service Description.
3.2. Service Availability
See section 2.2 of this Message Broadcast Service, Service Description.
3.3. Service Levels and Remedies
See sections 2.3.1 to 2.3.8 of this Message Broadcast Service, Service Description.
3.4 Service Limits and Volumetrics
See section 2.4 of this Message Broadcast Service, Service Description.
3.5 Assets and Licences
See section 2.5 of this Message Broadcast Service, Service Description.
3.6 Charges
See section 2.6 of this Message Broadcast Service, Service Description.
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Message Broadcast Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Message Broadcast Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Message Broadcast Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Message Broadcast Service, Service Description.
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