2
FUJITSU
FUJITSU SERVICES
Management Information Service: Service
Description
Commercial in Confidence
Ref:
Versio
Date:
FUJ00002061
FUJ00002061
SVM/SDM/SD/0016
2.0
20/02/2008
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Management Information Service: Service Description
Service Description —- Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service Description for the Management Information Service as
provided under contract to Post Office
UNDER REVIEW
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(See PA/PRO/010 for Approval roles)
(For Document Management to distribute following approval)
Name Role Signat Date
Dave Hulbert Post Office: Head of Systems
Operations
Steve Denham Fujitsu Services: Head of
Service Management
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FUJITSU Description Version: 2.0
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Document Control
0.0 Review Details
Review Comments by
20" December 2007
Review Comments to :
Liz Melrose & Document Management
Mandatory Review
Post Office: Operations Support ‘Adam Martin
Post Office: Commercial Liz Tuddenham
Fujitsu Services: Commercial Hillary Forrest
Fujitsu Services: CS
Optional Review
Fujitsu Services: Programme Manager
‘Steve Denham
Phil Day
Fujitsu Services: Service Architect
Robert Baulk
Fujitsu Services: infrastructure Design
David Sackman
Fujitsu Services: Testing
Peter Dreweatt
Fujitsu Services: Security
Brian Pinder
Fujitsu Services: Security
Peter Sewell
Fujitsu Services: HNG-X Service Transition
Steve Godson
Fujitsu Services: Data Centre Migration Martin Brett
Fujitsu Services: MIS Mark Jones
Issued for information — Please restrict this distribution
list to a minimum
(* Reviewers that returned comments
0.1 Associated Documents
Reference Version Date Title Source
SVM/SDM/SD/0003 Data Centre Operations Service: Service DIM9
Description
‘SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint Working DIM9
Document
SVM/SDM/PLA/0001
HNG-X Support Service Business Continuity Plan— I DIM9
Joint Working Document
SVM/SDM/PRO/0011 MIS — Joint Working Document DIMg
NB/SDS/008 Network Banking MIS Reports Design PVCS
SVM/SDM/SD/0017 ‘Security Management Service: Service Description I DIM9
SVM/SDM/PRO/0017 Transaction Time Benchmarking, Joint Working DIMg
Document
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CSIPER/046 Counter Transaction Time Performance - PVCS
measurements and results
VuSTR/O64 Testing Approach for the Horizon System PVCS
CSIPRDIO74 POA incident Management Process PVCS
SVM/SDM/SD/0007 Service Management Service, Service Description I DIM
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.
0.2 Abbreviations/Definitions
Abbreviation
FTMS
Definition
File Transfer Management Service
Miscellaneous Data Queries
Ad-hoc MIS data requests received from Post Office outside of the contractual or regular MIS
provision
Primary MIS Site
Fujitsu Services primary MIS site at Bracknell or such other location as notified from time to time
Service Management Portal
Web based management information portal developed by Fujitsu Services to allow Post Office to
have real time access to management information
Transaction Time
Benchmarking Credits
An allowance in time given for a component element of a Transaction time which cannot be
regularly measured during a Transaction time benchmark exercise, for example, the speed of the
network
14
0.3 Changes in this Version
Version Changes
Removal of reference to Money Laundering and Multiple Transactions Reports as these are no
longer provided to POL. Ceased at S50. This has been confirmed by POL (Jane Smith)
0.4 me sia
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 Description Versio 2.0
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Table of Contents
1.0 SERVICE SUMMARY.
2.0 HNG-X.
24 Service Definition...
2.1.4 The Service Review Book. 8
2.1.2 Summary Service Overview. 9
2.1.3 Provision of Information. 10
2.1.4 Miscellaneous Data Queries. - 10
2.1.5 Supporting Liquidated Damages Calculation: .10
2.1.6 Access to Real Time Management Information. . 10
2.1.7 Service Managemen
2.2 Service Availability.
2.3 Service Levels and Remedies. .
2.3.1 General Principles. 11
2.3.2 Service Level Relief. .11
2.3.3 Rectification Plan.
2.3.4 Service Levels for which Liquidated Damages Apply...
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targets.
2.3.7 Performance Metrics.
Operational Variable Charge.
2.6.3 Additional Operational Variable Charges.
2.7 Dependencies and Interfaces to Other Operational Services.
2.8 Post Office Dependencies and Responsibilities.
2.9 Business Continuity...
2.9.1 Maintaining the Access to Data.
2.10 Documentation Set Supporting the Service..
3.0 HNG-X APPLICATION ROLL OUT - TRANSITIONAL PERIOD...........:::00006 15
3.1 Service Definitior
3.2 Service Availability.
3.3 Service Levels and Remedies.
3.4 Service Limits and Volumetrics.
3.5 Assets and Licences.
3.6 Charges...
3.7 Dependencies and Interfaces with Other Operational Services.
3.8 Post Office Dependen
3.9 Business Continuity.
3.10 Documentation Set Supp:
4.0 ANNEX A: TRANSACTION TIME BENCHMARKING SERVICE.
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4.
1
4.44
4.1.2 Service Definition.
4.1.3 Service Levels and Remedies.
414
415
Service Availability...
Ay Post Office Dependencies and Responsibilities.
4.2 HNG-X Application Roll Out - Transitional Perio
4.2.1 Summary....... . vee
4.2.2 Service Definition.
4.2.3 Service Levels and Remedie:
4.24 Service Availability...
4.2.5 Post Office Dependencies and Responsibilities.
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1
41.4.
1.2.
1.3.
1.4.
1.5.
1.6.
Service Summary
The Management Information Service provides to Post Office, performance reporting and
management information relating to the Services.
The Management Information Service consists of seven (7) component services:
(a) The delivery to Post Office of the monthly Service Review Book as detailed in
section 2.1.1 of this Management Information Service, Service Description;
(b) The delivery to Post Office of supporting information in relation to liquidated
damages detailed in section 2.1.5 of this Management Information Service, Service
Description;
(c) The delivery to Post Office of management information in relation to Banking &
Related Services data as detailed in section 2.1.3 of this Management Information
Service, Service Description;
(d) The delivery to Post Office of management information in relation to the Automated
Payments Service as detailed in section 2.1.3 of this Management Information
Service, Service Description;
(e) The delivery to Post Office of management information in relation to Miscellaneous
Data Queries which may be received by Fujitsu Services, as detailed in section 2.1.4
of this Management Information Service, Service Description;
(f) The provision of the Service Management Portal to enable Post Office to access real
time updates to Service performance and Service Level Target measurement; and
(g) The provision of the Transaction Time Benchmarking Service, as set out in Annex A
to this Management Information Service, Service Description.
Staff utilised for the Management Information Service will have the necessary skills to
provide statistical and data analysis appropriate to the Management Information Service.
The delivery of the Management Information Service to Post Office may be via electronic
medium, (FTMS or e-mail), compact disk (CD) or paper as agreed between Post Office and
Fujitsu Services.
ARQ will not form part of the Management Information Service and are covered separately
under the Security Management Service as detailed in the CCD entitled: “Security
Management Service, Service Description” (SVM/SDM/SD/0017).
Information in respect of prosecution support cases will not form part of the Management
Information Service. Any information required of this nature should be directed to the
Security Management Service as defined in the CCD entitled: “Security Management
Service, Service Description” (SVM/SDM/SD/0017).
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2 HNG-X
2.1. Service Definition
2.1.1 The Service Review Book
The SRB is the primary input into the Service Management Relationship and will record a summary
of Operational and Call Off Services provided in the preceding calendar month. In doing so, Fujitsu
Services will:
2.1.1.1. Deliver the SRB to Post Office within ten (10) Working Days of the end of the relevant
calendar month. This version will contain Service Level Target (SLT) data (which may have
been updated from Version 1 due to the late delivery of information) and a service
summary broken down into the following categories, but not limited to:
(a) management summary — highlights of the Service delivery in the preceding month;
(b) asummary review of each of the Operational Services delivered;
(Cc) performance reporting as agreed between Post Office and Fujitsu Services from time
to time;
d) service volumetric data which is available to Fujitsu Services;
‘@) summary review of problem management and cross domain problem status;
(
(
(f) summary review of Releases delivered and future scheduling of Releases;
(g) the scorecard action plan;
(
h) monthly SLT achievement reported over the previous 13 (thirteen) calendar months
in the following format:
e SLT achievement, with the exception of all Data Services SLTs (Data file
Delivery and Logistical Feeder Service), as detailed in the CCD entitled: “Data
Centre Operations Service, Service Description” (SVM/SDM/SD/0003), shall be
reported to one (1) decimal place; and
* SLT achievement for Data Services SLTs shall be reported to two (2) decimal
places.
2.1.1.4. SLT achievement will be colour coded as follows:
(a) green: SLT met — no issues to report;
(b) amber: SLT missed — one off incident with action plan in place or not required; and
(c) red: SLT missed — root cause unknown at this point or no action planned to resolve
the issue and could re-occur.
2.1.1.5. Fujitsu Services will provide an Annex to Version 2 of the monthly SRB for all Services
where liquidated damages are payable for the month being reported. The Annex will detail
the following in respect of each failure:
(a) _ Incident reference;
(b) degree of failure;
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2.1.2
2.1.2.1.
2.1.3
2.1.3.1.
2.1.3.2.
2.1.4
2.1.4.1.
2.1.4.2.
(Cc) _ brief description of Incident;
(d) explanation of cause of failure; and
(e) action planned/taken to mitigate further failures.
Summary Service Overview
Fujitsu Services will deliver a summary service overview to Post Office within ten (10)
Working Days of the end of the relevant calendar month. This will be a summary of the
previous month's delivered service. The summary service overview will contain:
(a) the SLT performance, by SLT group (e.g. Service Desk, Engineering etc.) for the
reported month showing the number of SLTs falling into the RED, AMBER or
GREEN category as described in section 2.1.1.4 of this document;
(b) the SLT performance, by SLT group (e.g. Service Desk, Engineering etc) for the
reported month when compared with the rolling twelve month average. This will
record whether the reported month is either “UP” i.e. showing a higher performance
than the rolling twelve month average, or “Down” i.e. showing a lower performance
than the rolling twelve month average;
(c) the monthly performance of the Services delivered to Branches which includes the
parts of the system operated by both Fujitsu Services and Post Office suppliers;
(d) the customer service scorecard for the reported month when compared with the
rolling twelve month average noting whether the score for the reported month is
either “UP” i.e. showing a higher score than the rolling twelve month average, or
“Down” i.e. showing a lower score than the rolling twelve month average;
(e) a brief description of the service high or low points from the reported month.
Provision of Information
Fujitsu Services will deliver the management information described in section 2.1.3.2 to
Post Office, in the form and manner as further detailed in the CCD entitled: “Network
Banking MIS Reports Design” (NB/SDS/008).
Fujitsu Services will deliver APS Client Transaction management information to Post
Office. 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 Branch network; and
(b) _ the file delivery profile of those Transactions, (in respect of APS at APS Client level)
against the number of files delivered each day.
Miscellaneous Data Queries
Post Office will be entitled to request and receive data from Fujitsu Services in addition to
that described within sections 2.1.1 to 2.1.3 above, subject to section 2.4 of this
Management Information Service, Service Description.
If the Post Office intends to make a request as described in section 2.1.4 above, it will
submit a Miscellaneous Data Query request via the Fujitsu Services ‘Ad-hoc query’
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mailbox. Detail of the Miscellaneous Data Query request process is defined in the Working
Document reference: “M/S — Joint Working Document” (SVM/SDM/PRO/001 1).
2.1.4.3. Fujitsu Services will log all Miscellaneous Data Query requests for future reference and
audit requirements.
2.1.5 Supporting Liquidated Damages Calculations
2.1.5.1. On a monthly basis Fujitsu Services will provide Post Office with the data that has been
used by Fujitsu Services to calculate the financial payments associated with any liquidated
damages.
2.1.5.2. Post Office 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.
2.1.5.3. If a dispute cannot be resolved at the operational level, the issue will be escalated to the
Service Management Relationship for discussion and resolution.
2.1.6 Access to Real Time Management Information
Fujitsu Services shall supply Post Office with real time access to available management information
reporting via the Service Management Portal in the manner defined within the Working Document
entitled: “M/S — Joint Working Document” (SVM/SDM/PRO/0011).
2.1.7 Service Management
2.1.7.1 Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work together
to identify opportunities for elimination of duplicated effort and rationalisation of processes with the
aim of delivering improved efficiency and / or cost savings as referred to in section 1.4 of the CCD
entitled "Service Management Service, Service Description" (SVM/SDM/SD/0007).
2.2 Service Availability
The Management Information Service will be available from 9:00hrs to 17:30hrs Monday to Friday
excluding Bank Holidays.
2.3 Service Levels and Remedies
2.3.1 General Principles
2.3.1.1. The performance of the Management Information Service against the Operational Level
Targets (OLT) applicable in respect of the Management Information Service shall be
reviewed via the Service Management Relationship.
2.3.1.2. The values applicable to each of the Management Information Service OLTs are identified
within section 2.3.6 of this Management Information Service, Service Description.
2.3.2 Service Level Relief
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This section is not applicable to the Management Information Service.
2.3.3 Rectification Plan
See section 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
If Fujitsu Services fails to provide the “MIS Bank Analysis Report” in accordance with section 2.1.3.1
of this Management Information Service, Service Description as described in the CCD entitled:
“Network Banking MIS Reports Design” (NB/SDS/008) once a week electronically using “Business
Objects” software (or such other software as may be agreed by the Parties in writing from time to
time) within one (1) Working Day after the end of the period covered by the Report, or such later time
as Post Office may specify then Fujitsu Services shall pay to Post Office liquidated damages
calculated as follows:
(a) Liquidated damages (MIS Bank Analysis Report) = (number of Transactions on
report in question/1,000,000) x (number of Working Days report is late x £69.79).
(b) There shall be no Service Level Targets or ARLs in respect of the delivery of the MIS
Bank Analysis Report.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages do not apply.
2.3.6 Operational Level Targets
Table 1
Report T
Service Review Book Close of business the 10" Working Day
following the calendar month being reported
Service Review Book: Annex Close of business the 10" Working Day
following the month being reported
APS Client Transaction MIS Close of business the 10" Working Day
following the month being reported
Miscellaneous Data Query Close of business the 5" Working Day
following receipt by Fujitsu Services
Transaction outcome analysis by I Close of business the 5" Working Day
Branch Report (as described in section I following the period covered by the report
2.1.3)
Bank Analysis Report (as described in I Close of business the next Working Day
section 2.3.4) following the period covered by the report
Where circumstances outside the normal course of business impact on the timing of provision of a
Management Information Service report to Post Office then such report shall be provided to Post
Office as soon as reasonably practical after the end of the period covered by the Report. Fujitsu
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Services shall notify Post Office as soon as reasonably practicable after becoming aware of
circumstances that will delay preparation or provision of a Management Information Service report.
2.3.7 Performance Metrics
There are no performance metrics associated with the Management Information Service.
2.3.8 Design Targets
There are no design targets associated with the Management Information Service.
2.4 Service Limits and Volumetrics
There are no specific service limits or volumetrics associated with the Management Information
Service. If in order to comply with a Miscellaneous Data Query request, the Management Information
Service is unable to complete the request, and Fujitsu Services, acting reasonably, expects to incur
additional incremental costs, i.e. resource or systems costs, the Management Information Service will
discuss the detail with Post Office and agreement will be reached as to the extent of the data to be
supplied by the Management Information Service or any additional cost to be agreed by Post Office
prior to the giving effect to the request.
2.5 Assets and Licences
2.5.1 Assets
There are no assets specific to the Management Information Service.
2.5.2 Licences
The Management Information Service will ensure that all third party software licences from time to
time required by Fujitsu Services to provide the Management Information Service are maintained to
ensure they are current and valid for the version of third party software being used at the time. Where
a licence or its associated support and maintenance is due to expire, and Fujitsu Services determine
that renewal is required, the Management Information Service will ensure that the appropriate
renewal process, as defined by the appropriate software vendor or licensor, is completed and a new
licence is concluded prior to the expiry date to ensure continuity of the service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no operational variable charges applicable to the Management Information Service.
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2.6.3 Additional Operational Variable Charges
Additional Operational Variable Charges may be agreed between Post Office and Fujitsu Services on
an ad-hoc basis in respect of Miscellaneous Data Requests where an incremental resource or
systems cost may be incurred by Fujitsu Services in carrying out the request, as described in section
2.4 of this Management Information Service, Service Description.
2.7 Dependencies and Interfaces to Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the
Management Information Service and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. As at the Amendment Date, this Management
Information Service interfaces with all of the Operational Services.
2.8 Post Office Dependencies and Responsibilities
In addition to those Post Office responsibilities set out in Schedule A5 of the Agreement, Post Office
will make Miscellaneous Data Query requests using the standard Miscellaneous Data Query request
form via the agreed route as described in section 2.1.4.2 of this Management Information Service,
Service Description.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Management Information Service and sets out what Fujitsu Services is required to provide in terms
of business continuity specific to the provision of this Service. Detail of the MIS business continuity
plan is defined in the Working Document entitled: “HNG-X Support Service Business Continuity Plan
— Joint Working Document” (SVM/SDM/PLA/0001).
2.9.1 Maintaining the Access to Data
2.9.1.1 MIS Client Terminals
In the event that MIS Client terminals are unavailable in the Primary MIS Site, the MIS will re-locate
to another Fujitsu Services site where such MIS Client terminals are available.
2.9.1.2 Failover Timescale
Fujitsu Services shall ensure access to MIS Client terminals at the DR site are available to the MIS at
the commencement of the next Working Day following the initial failure.
2.9.1.3 Testing
Fujitsu Services will carry out a minimum of one (1) walkthrough and one (1) operational test per
calendar year is provided covering the MIS Client terminal availability, subject to agreeing the actual
dates for such tests with Post Office, such agreement not to be unreasonably withheld, as defined
within the Working Document entitled: “HNG-X Operational Test Plan - Joint Working Document”
(SVM/SDM/TP/0001).
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2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Management Information Service, Service Description,
supports the delivery of the Management Information Services. Should any elements of the
Management Information 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.
3
3.1
3.1.1.
3.1.2.
3.2
HNG-X Application Roll Out - Transitional
Period
Service Definition
See sections 2.1.1 to 2.1.7 of this Management Information Service, Service Description.
During HNG-X Project Workstream X4 (HNG-X Application Roll Out), Fujitsu Services will
provide HNG-X Application Roll Out Performance reporting as agreed between Post Office
and Fujitsu Services, such agreement not to be unreasonably withheld.
Service Availability
See section 2.2 of this Management Information Service, Service Description.
3.3
3.3.1.
3.3.2.
3.4
Service Levels and Remedies
See sections 2.3.1 to 2.3.8 of this Management Information Service, Service Description.
During HNG-X Project Workstream X4 (HNG-X Application Roll Out), Fujitsu Services will
report via the Service Review Book in respect of Service Level Targets and remedies
applicable to each Operational Service as the migration proceeds. The format and content
of such reporting will be agreed between Post Office and Fujitsu Services no later than 2
(two) months prior to the start of HNG-X Application Roll Out.
Service Limits and Volumetrics
See section 2.4 of this Management Information Service, Service Description.
3.5
Assets and Licences
See section 2.5 of this Management Information Service, Service Description.
3.6
Charges
See section 2.6 of this Management Information Service, Service Description.
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3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Management Information Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Management Information Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Management Information Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Management Information Service, Service Description.
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4
Annex A: Transaction Time Benchmarking
Service
4.1 HNG-X
4.1.1. Summary
4.1.1.1. The Transaction Time Benchmarking Service provides a measure of Transaction time
performance for an agreed set of Transactions which may be varied at any time subject to
the Change Control Procedure and agreement between Post Office and Fujitsu Services.
The Working Document entitled: “Transaction Time Benchmarking, Joint Working
Document” (SVM/SDM/PRO/0017) gives details of these Transactions.
4.1.1.2. Performance measurement (or Transaction time benchmark evaluation) is limited to the
Business Capabilities and Support Services of the nominated Transactions, no account
being taken of any manual or human/computer interface components.
4.1.1.3. For the avoidance of doubt, this Transaction Time Benchmarking Service shall not include
the provision of video transaction time benchmarking.
4.1.2 Service Definition
4.1.2.1. Transaction time benchmark evaluation shall be carried out in accordance with the method
described in the Working Document entitled: “Transaction Time Benchmarking, Joint
Working Document” (SVM/SDM/PRO/0017).
4.1.2.2. Transaction time benchmark evaluations shall be auditable at all stages of the process.
4.1.2.3. Documents to be retained include:
(a) the data giving the record times of the Transaction time benchmark test
Transactions;
(b) a spreadsheet comprising the processed Transaction time benchmark results, the
data captured from the timing exercise and the intermediate processing, including
any agreed revision made thereto following review by Post Office; and
(c) _ the test scripts.
4.1.2.4. Such documents shall be retained for a period of seven (7) years from the date of the
relevant Transaction time benchmark.
4.1.2.5. Transaction time benchmark evaluations shall be supported by this document and the
performance statement Fujitsu Services shall provide to Post Office in writing arising out of
each evaluation undertaken in accordance with the Working Document entitled: “Counter
Transaction Time Performance - measurement and results” (CS/PER/046).
4.1.2.6. The contracted Transaction time benchmark target times against which the Transaction
time benchmark evaluation shall be measured are stated within the Working Document
entitled: “Transaction Time Benchmarking, Joint Working Document”
(SVM/SDM/PRO/0017).
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4.1.2.7. The Working Document entitled: “Counter Transaction Time Performance - measurement
4.1.2.8.
4.1.2.9.
4.1.2.10.
4.1.2.11.
4.1.2.12.
4.1.2.13.
4.1.2.14.
and results” (CS/PER/046) shall be up-issued following every benchmark evaluation and
shall include:
(a) amendment(s) to the Transaction time benchmark target time(s) arising out of
agreed Business Capabilities and Support Facilities changes resulting from the
implementation of a Change Request under the Change Control Procedure including
reasons for any such adjustment;
(b) the new Transaction time benchmark system component and aggregate times
relating to the Release under examination;
(c) the variance between the new Transaction time benchmark times and the
Transaction time benchmark target times; and
(d) the variance between the new Transaction time benchmark times and the previous
Transaction time benchmark times.
The data recording part of the Transaction time benchmark evaluation is carried out prior to
the implementation of a Release. This is not to say that the Software implementation is
dependant in any way upon the Transaction time benchmark exercise or the results arising
there from. It is the successful completion of testing, which is conducted under the control
and management of Post Office that leads to the implementation of the Software into the
live environment as described in the CCD entitled: “Testing Approach for the Horizon
System” (VI/STR/064).
The Transaction Time Benchmarking Service comprises Transaction time benchmark
evaluation of individual Business Capabilities and Support Facilities component times
defined in the Working Document entitled: “Transaction Time Benchmarking, Joint Working
Document” (SVM/SDM/PRO/0017).
The Business Capabilities and Support Facilities component times are generated from the
execution of a representative set of Transactions on a test rig within a test environment
representing a real Post Office Branch as far as is reasonably practicable, with normal
counter operation.
The outcomes of the Transaction time benchmark evaluation are compared against the
counter system component target times and the results of the previous Transaction time
benchmark evaluation. Any adverse variances are analysed and explained as far as is
practicable.
The initial Transaction time benchmark evaluation results shall be presented to Post Office
for review within six (6) weeks of the commencement of the implementation of the Release
in question
The final Transaction time benchmark results are formally presented to Post Office in
accordance with the Working Document entitled: “Counter Transaction Time Performance -
measurement and results” (CS/PER/046).
Regardless of whether the results of the Transaction time benchmarking exercise have
been delivered, in the event that a Release is implemented and there is an obvious
degradation in performance in terms of Transaction times and such degradation is visible to
Users at the Branch and reported to the Service Desk, the Incident identified by Fujitsu
Services as causing the degradation will be resolved in accordance with the Incident and
problem management process set out in section 2.1.2 of the Service Management Service,
Service Description and the Working Document entitled: “POA Incident Management
Process” (CS/PRD/074). To the extent that any such Incident is caused directly by any
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4.1.2.15.
4.1.2.16.
4.1.2.17.
4.1.2.18.
4.1.2.19.
4.1.2.20.
4.1.3
action of Fujitsu Services in breach of its obligations under this Agreement, the resolution of
that Incident will be at Fujitsu Services’ cost.
The Transaction time benchmark target times, where applicable and carried forward to the
next Release are subject to a five (5) per cent uplift with each Release to accommodate the
likely increase in system contention arising from increased functionality and complexity
inherent in the Release.
Whenever an agreed system change affects one or more of the measured system
components, the Transaction time benchmark target times shall be reviewed and amended
by agreement between Fujitsu Services and Post Office (such agreement not to be
unreasonably withheld or delayed).
The Transaction time benchmark target times may also be changed as the result of an
agreement between Post Office and Fujitsu Services to change the Transaction time
benchmarking method. Under such circumstances Transaction Time Benchmark Credits
gained under the previous Transaction time benchmarking method shall be carried forward.
When, on completion of a Transaction time benchmark evaluation, the counter system
component timings prove to be greater than the Transaction time benchmark target times,
this shall be deemed a “Transaction Time Benchmark Time Discrepancy”.
In the event of a Transaction Time Benchmark Time Discrepancy the following provisions
shall apply:
(a) Post Office and Fujitsu Services shall agree (such agreement not to be unreasonably
withheld) a method of rectification, including a timetable, (a “Rectification Plan”) for
each Benchmark Time Discrepancy (which plan may involve the agreement of an
adjustment to the Transaction time benchmark target times);
(b) if the Rectification Plan requires changes to be made to the provisions of the
Agreement including any CCD or Contract Referenced Document (CRD) changes
shall be made pursuant to the Change Control Procedure;
(c) any changes to the HNG-X Service Infrastructure required to rectify a Transaction
Time Benchmark Time Discrepancy shall be made at no charge to Post Office;
(d) each Transaction Time Benchmark Time Discrepancy shall not be a Default unless
the Transaction Time Benchmark Time Discrepancy is material and within ninety
(90) Working Days after the identification of that Transaction Time Benchmark Time
Discrepancy the Parties have failed to reach agreement upon a Rectification Plan
and the Transaction Time Benchmark Time Discrepancy has not been rectified by
Fujitsu Services. In such a circumstance that material Transaction Time Benchmark
Time Discrepancy shall become a Default upon expiry of that ninety (90) Working
Day period; and
(e) a failure by Fujitsu Services to comply with a Rectification Plan (and therefore fail to
rectify the Transaction Time Benchmark Time Discrepancy) shall be a Default.
Section 4.1.2.8 of this Management Information Service, Service Description shall be
without prejudice to Post Office's rights with respect to Release authorisation set out in
section 4.1.1.6 of the Service Management Service, Service Description.
Service Levels and Remedies
There are no Service Level Targets associated with the Transaction Time Benchmarking Service.
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4.1.4
4.1.4.1.
4.1.4.2.
4.1.5
Service Availability
The establishment of the test environment shall be scheduled in the Release plan so that
the Transaction time recording part of the Transaction time benchmarking exercise is
completed before implementation of the Software Release.
The Transaction Time Benchmarking Service shall be provided upon request to Post
Office, (in a timescale to be agreed with Fujitsu Services) following the implementation of
an agreed change resulting from a Change Request under the Change Control Procedure.
Post Office Dependencies and Responsibilities
Post Office shall review and approve:
4.1.5.1.
4.1.5.2.
4.1.5.3.
4.1.5.4.
the Transaction Time Benchmarking Service results;
any revision to the contracted Transaction time benchmark target times or the latest
Transaction time benchmark times;
all other plans and documents to be submitted by Fujitsu Services pursuant to this Annex A
(Transaction Time Benchmarking Service) of the Management Information Service, Service
Description;
The Rectification Plan as described in section 4.1.2.19 (a) of this Annex A (Transaction
Time Benchmarking Service) of the Management Information Service, Service Description,
in each instance, such approval not being unreasonably withheld or delayed.
4.2
4.2.1
HNG-X Application Roll Out — Transitional Period
Summary
See sections 4.1.1.1 and 4.1.1.2 of this Management Information Service, Service Description Annex
A.
4.2.2
Service Definition
See section 4.1.2 of this Management Information Service, Service Description Annex A.
4.2.3
Service Levels and Remedies
See section 4.1.3 of this Management Information Service, Service Description Annex A.
4.2.4
Service Availability
See section 4.1.4 of this Management Information Service, Service Description Annex A.
4.2.5
Post Office Dependencies and Responsibilities
See section 4.1.5 of this Management Information Service, Service Description Annex A.
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