Fujitsu
Fujitsu Services/Post Office Ltd Interface
Services Agreement for Operational Business Change —
Reference Data
Fujitsu Restricted(COMMERCIAL IN
CONFIDENCE)
FUJ00002419
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Ref: CS/PRD/058
Version: 16.0
Date: 08 June 2011
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Fujitsu Services / Post Office Ltd Interface Agreement for
Operational Business Change - Reference Data
Interface Agreement
Release Independent
This Interface Agreement defines for the HNG-X System the
requirement, the service solution and the obligations of Post Office
Ltd and Fujitsu Services for delivering Operational Business Change
— Reference Data.
Approved
David Wilcox, Fujitsu Services Post Office Account Customer
Fujitsu Services Post Office Account RDT
Service
Post Office Ltd Sales and Service
Post Office Ltd, Operations, Network and Product Change Team
Post Office Ltd Reference Data Operational Team
Post Office Ltd Horizon Commercial
Name Position Signature Date
David Wilcox Fujitsu Services Post Office
Account Reference Data
Manager
Kevin Lenihan Post Office Ltd Reference
Data Manager
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Reference Data
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CONFIDENCE)
0.0 Document Control
0.1. Document History
Version I Date Reason for Issue Associated
No. CCN No.
10.0 20/12/2002 Updated for Contract Amendment agreed by both
Parties
10.1 17/02/2003 Updated to include Debit Card Service, Branch
Change, changing core to non-core
10.2 08/07/2003 Update to include changes agreed in relation to
release of data. Addition of Mails information
10.3 21/10/2003 Update following comments
Change to volumes for Network Reinvention
(section 7.3)
11.0 27/11/2003 Approved version
IL Internal version not issued for review
11.2 01/07/2005 Changes for S70 and S80
12.0 24/08/2005 Approved version (withdrawn)
12.1 21/10/2005 Incorporate comments missed from v 12
12.2 20/12/2005 Incorporate comments from 12.1 review
13.0 22/02/2006 Approved version
13.1 27/02/2007 Amend aspects of authorisation for APOP/ADC
changes
Amend Post Office Ltd team names
Amend references to contract appendices
13.2 14/05/2007 Following comments on V13.1
13.3 26/06/2007 Following comments on V13.2
14.0 17/07/2007 Approved version
14.1 07/04/2010 Changes for HNG-X — CP4143
15.0 03/06/2010 Approved version
15.1 28/2/2011 Updated to remove references to Horizon
15.2 20/5/2011 Add specific detail for PAF data
16.0 08/06/2011 Approved Version
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0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority Name
Fujitsu Services Kevin McKeown
Mare Daniel-Lamaziere
Leighton Machin
Chris Bourne
Duncan Macdonald
Post Office Ltd Kevin Lenihan
Andy Corbett
Matt Warren
Debbie Arthur
Patricia Stabler
Optional Review / Issued for Information
Fujitsu Services Peter Thompson
Graham Welsh
Billy Melrose
Rob Gelder
Adam Woodley
Kath Greenwood
David Cooke
Post Office Ltd
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Reference Data
Fujitsu Restricted(COMMERCIAL IN Date: 08 June 2011
CONFIDENCE)
0.3 Associated Documents
Please see library for details of latest versions of documents.
Reference Vers I Date I Title Source
1. I SVM/SDM/PRO/0027 Process for Operational Business Change - I Fujitsu
Reference Data Services
2. IRD/CCL/001 Reference Data Change Catalogue (RDCC) I Fujitsu
which is composed of RD/CCL/001 with Services
appendices which use the same number
series.
3. I RDP/AIS/014 Application Interface Specification Post
Reference Data to Fujitsu Services Limited I Office
Ltd
4. IRDP/AIS/O11 Application Interface Specification
Reference Data to Pathway Type B Data
for CSR+
5. I CS/PRD/048 Changing Reference Data to Tight
Timescales
6. ISVM/SDM/STD/0001 Fujitsu Services / Post Office Ltd Fujitsu
Operational Business Change - HNG-X Services
Branch Interface Agreement
7. IRDS/OLA/001 Reference Data — Post Office Ltd / Post
Pathway Operational Level Agreement Office
Ltd
8. I PON/OSG/OLA/001 PON OSG / ICL Pathway Operational Post
Level Agreement Office
Ltd
9. I OSG/OPS/001 Operational Business Change Product Post
Verification Procedures Office
Ltd
10. I SVM/SDM/SD/0007 Service Management Service: Service Fujitsu
Description Services
11. I CS/PRD/028 Process for Changing Menu Hierarchies and } Fujitsu
Icons Services
12. I Intentionally empty
13. I CS/PRD/108 Conventions for naming of Operational Fujitsu
Business Change Reference Data Services
14. I DES/GEN/SPE/0010 HNG-X Banking, Debit Card and Fujitsu
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ETopUp Receipts and Texts Services
15. I DES/GEN/SPE/0011 HNG-X AP and ADC Receipts Fujitsu
Services
16. I SVM/SDM/SD/0013 Reference Data Management Service: I Fujitsu
Service Description Services
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
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Reference Data
Fujitsu Restricted(COMMERCIAL IN Date: 08 June 2011
CONFIDENCE)
0.4 Abbreviations/Definitions
The text in the remainder of this document uses the abbreviations and definitions shown
below. They are not intended to be definitive in any other contractual context.
Abbreviation Definition
ADC Advanced Data Capture — see also AP-ADC
Adow Any day of the week, as opposed to working weekdays.
Advanced Product and Branch Business changes available through the OBC processes that
Change require a notice of change to be delivered to Fujitsu Services before
implementation. In the case of Product Change they may or may not be
supported by Reference Data files from Post Office Ltd. Advanced Changes are
subdivided into Complex, Complex Extended, Standard, Simple or AP. (see
section 4.2)
Advanced Product Change that requires advance notice to be given to Fujitsu Services in
Complex Change I order for Type C Reference Data to be created.
Advanced Product Change that requires advance notice to be given to Fujitsu Services in
Complex order for Type C Reference Data to be created, also requires additional
Extended Change I validation/verification above that needed for Advanced Complex Change
Advanced Simple
Change
Product Change that requires advanced notice to be given to Fujitsu Services,
where the additional activities required can be carried out after the OBC has
been released and therefore do not extend the lead-time for that OBC.
Advanced
Standard Change
Product Change that requires advanced notice to be given to Fujitsu Services,
where the additional activities required do extend the lead-time for that OBC,
but the change does not require Type C Reference Data.
After the event
changes
Changes which need to be made to complete an OBC, but are not needed before
the release of the OBC e.g. documentation updates.
Agreed Release
Date
For each delivery of Reference Data that is to be released to the live estate Post
Office and Fujitsu Services shall agree a release date (the “Agreed Release
Date”) which shall be in accordance with the principles defined in section 10.1 of
this document and is the date on which Fujitsu Services initiates the release of
that Reference Data to the live estate
Amendment file
A file containing records changing previously received Reference Data which is
still being processed — must be released with the original file.
AP Automated Payments
AP-ADC Automated Payments — Advanced Data Capture — additional facility added in
S60
APOP Automated Payments Out Payments — This is an HNG-X service and also the
collective name for one or more databases that provide data for the service.
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The name is also used as a generic term for any transaction which includes the
ADC data type of Generic Online, even if the transaction doesn’t specifically use
the APOP database (e.g. Moneygram)
APOP/ADC Any Reference Data change which amends data within the APOP database or
change ADC transaction flow the result of which may result in changes to:
> Screen interactions with the counter staff
» Data harvested and transmitted to Post Office Ltd clients
Note: this includes any data delivered into the APOP database whatever the
source of that data (e.g. EDG files)
Authorisation
Date
Post Office shall be responsible for final validation and authorisation of Post
Office supplied Reference Data, the date of such authorisation being referred to
as the “Authorisation Date” ._
Authorisation
Form
A document that is sent from Post Office Ltd to Fujitsu Services to say the
following for the named Product Change OBC.
e The Verification Report has been checked.
¢ The Verification Counters have been tested and:
> The Identity and Name of the Business Test performed to verify the
changes,
The Date and Time the Business Test was conducted,
The Name of the person who conducted the Business Test,
Vv wv
The Conclusion of the Business Test, whether Pass or Fail,
e — If Fail, the Failure Reason and Mitigating Action
e — If Pass, indicate whether the Comparison Report had been
checked Yes or No.
For Product change the form provides the notice of authorisation.
Branch Change is now pre-Authorised
Authorisation
The Authorisation process results in Fujitsu Services being directed by Post
Office Ltd to implement in the live estate those authorised Reference Data
changes that are covered by the notice of authorisation.
Authorisation is an assertion by Post Office Ltd that they have diligently and
conscientiously performed the specified Business Tests as defined in Post Office
document OSG/OPS/001 — Operational Business Change Product Verification
Procedures, and that within the bounds of the specified tests the results indicate
that the effects of the authorised Reference Data change is the effect that Post
Office Ltd intended.
It is also an assertion that Post Office Ltd have followed the prescribed
processes for amendments to APOP/ADC changes as described in section 9
Fujitsu Services is responsible for ensuring that all other effects on the system,
other than those for which Post Office Ltd has specific responsibility, are
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consistent with the stated requirement
Each party accepts responsibility for those aspects of a change for which it has
responsibility to test.
The notice of authorisation shall be communicated via an e-mail detailing which
changes are authorised.
N.B. Certain types of change are pre-authorised and may be implemented to the
live estate by Fujitsu Services without any further notification by Post Office Ltd
Authorised An OBC which has passed through the Authorisation process and has been
Change authorised.
Basic Change
Product Changes available through the OBC processes that DO NOT require a
notice of change to be delivered to Fujitsu Services. Currently Basic Changes
always consist of Class I Reference Data.
BAU Business As Usual. Processes within Post Office Ltd that occur regardless of
whether the HNG-X system is in use.
BCR Business Change Request (referred to in Post Office Ltd as “Change Control
Number”). A unique identification number for an OBC.
Branch Term used to refer to individual post offices. Replaces the formerly used term
“outlet”.
Branch Changes
Changes to Branch information available through the HNG-X system
implemented wholly, or in part, through changes to Reference Data
Branch Code An alternative name for FAD Code. FAD Code appears in many documents and
references in older databases. In the HNG-X environment Branch Code is more
commonly used
BRDB Branch Database
Business Tests
Tests used by Post Office Ltd to ensure a Product change seen on the
Verification Counter and/or described in the Verification and Comparison
reports meets the requirement.
Where Business Tests fail to identify problems that were apparent at the time the
tests were carried out, the specified tests will be improved by joint review and
change control.
CcCcD Contract Controlled Document
CCN Change Control Note as defined in the Contract.
CCN Change Control Number (referred to in Fujitsu Services as “Business Change
Request”).
Change Type For example, Basic Pure, Advanced Simple, Advanced Complex, AP etc.
Chip & PIN Technology used on bank cards
Class I Class 1 Reference Data is the subset of data items which have no impact on any
other part of the HNG-X system and changes containing only Class 1 Reference
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Data (Basic Changes) can be implemented by Fujitsu Services without advance
notice. Class I data is subsetted into HD, HR and Pure
Comparison The output from Fujitsu Services software tool which is used for identifying the
Report changes that have occurred on an HNG-X counter. It provides information to
Post Office Ltd for verification purposes.
CR Change Request as defined in the Contract
CSR+ Core System Release Plus
cTO Client Take-On (AP)
DCS Debit Card Service
Deviation to the I A single instance of an agreed variation to the workload which falls outside of
service specified levels.
Effective Date The date on which any Reference Data is required to be effective on counters in
the live estate.
Note: Type A, B and C Reference Data has an attribute ‘Start Date’, Type X
Reference Data has an attribute of Effective Date. In many instances this is the
date on which this data is to become effective at the counter however there are
occasions where the “Start Date’ or “Effective Date’ is the date on which the
Reference Data is keyed or there may be a need to have the data effective later
than this date
EMV “‘Europay Mastercard Visa’ (The Europay-Mastercard-Visa specifications for
chip-based payment cards. EMV part I corresponds with (and generally
conforms with) ISO 7816 parts 1-5; the other parts of the specification cover the
details of a standard credit/debit application and the requirements for terminals).
Error A part of a change that does not meet the requirement or specifications, whether
Reference Data definitions, file format, milestones, delivery route or other aspect
of the OBC processes. (see also Rework)
Error correction I A file containing records for the purpose of correcting errors to previously
file received Reference Data which is still being processed-must be released with the
original file.
Exception A change that falls outside of the agreed levels e.g. to lead-times or volumes and
is not a ‘Deviation to the service’.
FJS Fujitsu Services
FAD Code Unique identity for a branch, referred to as Branch Code within Post
Office Ltd however extensively used within the HNG-X system and
therefore used within much of the documentation
HD (Basic) Reference Data changes are ‘HD’ when the change is relevant in Fujitsu Services
only to the HelpDesk e.g. telephone number.
HNG-X The system which replaces Horizon
Horizon Online I The name often used within Post Office Ltd for HNG-X
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HR (Basic) Reference Data changes are ‘HR — High Risk’ when verification is required by
Post Office Ltd (but are not subject to advanced notification).
HSD Fujitsu Services Horizon Service Desk.
IMPACT Improved accounting — project name for introduction of new POL financial
systems at S80
Interface This document (except where the Interface Agreement for Branch is specifically
Agreement referred to, then see SVM/SDM/STD/0001 — Fujitsu Services / Post Office Ltd
Operational Business Change - HNG-X Branch Interface Agreement).
Live Fix A change to Reference Data to correct a Live Incident
Live Incident The occurrence of an incident, which relates to the live environment and is
recorded on the Fujitsu Services HSD and / or the Post Office Ltd NBSC help
desks.
MDM Post Office Master Data Management system — replaces RDS
Migration Special I See section 4.2.3.2 for the definition.
MIS Management Information System
NBS Network Banking Service
NBSC Post Office Ltd Network Business Support Centre.
NBX Network Banking eXchange
NSS Network Support Services, Post Office Ltd.
(formerly known as Business Service Management When it included the Change
Implementation Team, formerly known as the Service Provision Team or OSG.)
NWB Network Banking
OBC Operational Business Change.
Any change, usually supported by Reference Data changes, that is implemented
through the OBC process e.g. Advance and Basic Changes, excluding changes
specifically required to implement software changes.
OBC forms Electronic Forms used to interchange information relating to OBCs between
Post Office Ltd and Fujitsu Services e.g. OBC 2.
OLA Operational Level Agreement
OSG Former acronym of POLRDT (Bracknell) — still commonly used
Outlet Term formerly used to refer to individual post offices. Now replaced by the term
“branch”.
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PAF Post Office Address File
Pathway Fujitsu Services (Pathway) Ltd — no longer used contractually but still may
appear within systems and documentation
Peak An incident recording system used within Fujitsu Services (previously called
PinICL)
PLU Product Look Up
PM Postmaster
POCL Post Office Counters Limited — the former name of PON.
POL Post Office Ltd — name which supersedes POCL and PON
POLRDT Post Office Ltd Reference Data Team (Bracknell & Chesterfield) responsible for
the supply and keying of Reference Data from POL to Fujitsu Services
Postal Services _ I Part of the counter application which provides the ability to calculate costs and
services when items are posted
Postcomm The Postal Services Commission, that is the Government appointed regulator for
postal services
Pre-authorised A pre-authorised change is a Reference Data change that by agreement (see
change section 3.4 for Branch and section 4 for Product) does not require verification by
Post Office Ltd and can be released by Fujitsu Services without additional
notification from Post Office Ltd over and above the delivery of a conformant
file.
Pre-live Incident I The occurrence of an incident, which is observed during Reference Data
processing and validation before release to the live environment, and is recorded
on an Incident Management System (Peak) operated by Fujitsu Services.
Product Changes I Changes to the products or appearance of products available through the HNG-
X system implemented wholly or in part, through changes to Reference Data.
Pure (Basic) When used in reference to a Reference Data Change ‘Pure’ indicates Reference
Data which is considered to be of low risk to business integrity.
RDCC Reference Data Change Catalogue (including Business Rules)
RDMC Fujitsu Services Reference Data Management Centre
RDORF Reference Data Operational Review Forum
RDP Post Office Ltd Reference Data Project
RDS Post Office Ltd Reference Data System — replaced by MDM
RDT Fujitsu Services Reference Data Team
Release Day The day on which Reference Data is Released to the live system.
Released to the I Reference Data released by Fujitsu Services into the TMS agent. The end point
live system for the process defined in this document. The SLT (see section 3.2) covers the
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delivery of Reference Data to the branches.
REM Remittance
Required Date The date on the OBC form (Advanced Changes) that specifies when the change
needs to be available at the branches. Normally this is the same as, or earlier
than, the Start Date. (see also, Effective Date.)
Rework Activity required to progress a change when an Error Correction File or
Amendment File is provided.
RM Fujitsu Services Release Management
SEPT (Central) I Security Equipment and Projects Team — Central Administration (formerly NIST
and NIET)
SLT Service Level Target as defined in the Contract
Start Date The earliest date specified within any record within any file of Reference Data
for a particular OBC. The Start Date is sent to the HNG-X counters as
Effective Date (with no time element) and is used to determine when the
functionality comes into effect. This date should always be a future date when
taking into account lead times.
(see also Effective Date & Required Date.)
TMS Transaction Management Service.
Type A Data transmitted electronically from MDM to RDMC over an automated
interface.
Type B Data transmitted electronically from Post Office Ltd to Fujitsu Services over a
non-automated interface.
Type C Data prepared by Fujitsu Services. (APOP only)
Type F Data delivered to counters in files
Type X Data prepared by Fujitsu Services
Unauthorised An OBC that has been released to the live environment but has not been
change authorised.
Unit of Release I A combination of files which are intended to be released together. The smallest
is a single file. Where Amendment or Error Correction files are applied to a
change in progress, the unit of release will be all files associated with the original
OBC.
Validation Confirming that the observed result of the change implemented is the same as
(Validate) that expected and fulfils the requirements as specified to Fujitsu Services —
activity performed by Fujitsu Services.
Verification Confirming that the observed result of the change implemented is the same as
(Verify) that expected and fulfils the requirements of the business — activity performed by
Post Office Ltd.
Verification A non-live HNG-X counter provided to Post Office Ltd to which OBCs are
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Counter applied in order for Post Office Ltd to verify the change, before its release to the
live estate
Verification A report produced from the RDMC to show which Reference Data records have
Report changed.
Working 9am to 5pm, Monday to Friday, excluding English Public Holidays.
weekdays
Terms defined in the Contract shall have the same meaning where used in this CCD
0.5 Changes in this Version
Version Changes
10 ¢ Drop down of relevant provisions from NOI from the old Codified
Agreement. Also changes to introduce new & replacement terminology
(e.g. Agreement instead of Codified Agreement) have been made.
Inclusion of new definitions from Schedule 15 (Agreed Release Date &
Authorisation Date) into the document. Introduction of volumetric
limits in accordance with Heads of Agreement and agreement to move
towards work index system as agreed between Post Office & Fujitsu
Services (cf para 6.2). Planned capability volumetrics in relation to
Network Reinvention activity (cf para 6.3).
10.1 e Name of document changed as all Reference Data is now included
e Remove reference to Pathway
e Add details relating to Debit Card Service
e Change sections as necessary to accommodate branch change
e Add section on changing products from non-core to core and back
e Add section on process for permanently closing branches
e Remove Appendix A — OBC volumes for year 2002
10.2 e Amended following comments to version 10.1
e Addition of Appendix on Mails
e Inclusion of new section 10.2 regarding Release of Reference Data to
close the gap with Schedule 15 of the contract. Also amended
definitions of Agreed Release Date, Authorisation Date and Effective
Date to conform to this
e Added appendix on process for handling PinICLs between Fujitsu
Services and Post Office Ltd
10.3 e Amended following comments to version 10.2
* References to ‘Agreement’ in section 0.4 changed to ‘Contract’
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Agreement now recognises the Mails service
Section 7.3 amended in light of change requirement for Network
Reinvention
11.0
Issued for approval
Internal version not issued for review
11.2
Add or amend IIN range for NWB/DCS becomes Advanced Complex
due to introduction of Chip and PIN
Change of signatories
Heading corrected
Missing comments incorporated
Add S80 elements
Change wording of section 2.5 regarding Alerting to incorporate
current Alerting Process document (CS/PRD/077)
Remove section 2.6.2 with regard to NBE (NBE replaced by NBX)
Change section 7.3 with respect to network reinvention
12.0
Issued for approval — version withdrawn as comments had been missed
12.1
Change HSH to HSD
12.2
Replace all reference to Cash Account with Branch Trading Statement
Replace all references to PinICL with Peak
Correct errors in some lead time models
Clarify Migration Special
Re-instate change IIN range in High Risk for non Chip and Pin Card
13.0
Issued for approval
13.1
Amend detail of authorisation to cater for new or amendments to APOP
and ADC services and transaction flows
Amend Post Office Ltd team names (OBCRDST and RDOT)
Amend references to contract appendices
13.2
Amendments following comments on version 13.1
13.3
Further amendments to clarify ADC and APOP responsibilities in 9.1.4
14.0
Issued for approval
14.1
Addition of references to HNG-X
Introduce section regarding Reports and Receipts documentation for
Banking, Debit Card, ETopUp, AP and ADC
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Change relevant references to new documents, remove redundant
entries and generally tidy references
Appendix B: Changing transactable products between Core and Non-
Core — now in RD/CCL/002
Appendix C: Permanent Closure of Branches — now in RD/CCL/003
Appendix D — Mails — now in RD/CCL/002
15.0 Issued for approval
15.1 Remove references to Horizon
Change references to RDS to MDM
Remove System Parameter — Pure (not used in HNG-X)
15.2 Add specific information about PAF monthly data delivery
16.0 Issued for approval
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0.6 Changes Expected
Changes
¢ This document is amended as required when new releases of the HNG-X systems are
released
e This document may need amendment if agreement is reached on the use of the work
index measurement mechanism
0.7 Table of Contents
1 SUMMARY SHEET.........sccseeseeseee
2 INTRODUCTION...
21 INTENT OF INTERFACE AGREEMENT. 20
2.2 MAINTENANCE OF THIS INTERFACE AGREEMENT\....00ososnnsnnnnnnnninnnnnnnnnnnnnnnnnnnnnnnnnnnnnnne2O
23 FUTURE DEVELOPMENTS. 21
24 SERVICE MANAGEMENT POLICY. 21
2.5 ALERTING WHEN PRODUCT DATA IS AT RISK OF LATE DELIVERY, 21
2.6 CONTRACTUAL OBLIGATIONS WITH RESPECT TO NBS,
2.6.1 Extensibility.
3. SCOPE...
3.1 INTERFACES. - - son - nnn 2d
3.2 SERVICE LEVEL TARGET. 24
3.3 OPERATIONAL BUSINESS CHANGE PROCESSES FOR REFERENCE DATA CHANG! 24
Process Diagram
Process Step:
OPERATIONAL BUSINESS CHANGE PROCESSES FOR BRANCH CHANGE
4 TYPES OF CHANGE...
41 INTRODUCTION.
42 Propuct CHANGES
4.2.1 Standard Changes...
4.2.2 AP (including ADC and APOP).
4.2.3 Fast-track changes...
43 BRANCH CHANGES.
4.3.1 HelpDesk.
4.3.2 Advanced.
5 LEAD-TIME FOR PRODUCT CHANGES.
5.1 INTRODUCTION.
5.2 BASIC - PURE. sonnentennenneneesen
53 BASIC — HIGH RISK.
5.4 ADVANCED SIMPLE.
5.5 ADVANCED STANDARD.
5.6 ADVANCED COMPLEX.
5.7 ADVANCED COMPLEX EXTENDED...
5.8 AP AND ADC CLIENT TAKE-ON AND APOP...
5.9 Basic EXPRESS.
5.10 MIGRATION SPECIAL...
6 LEAD-TIMES FOR BRANCH CHANGES...
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7 VOLUME OF CHANG!
7A COMMITTED VOLUMES. 47
8 DELIVERABLES.
8.1 Post OFFICE LTD TO FUNITSU SERVICES. 48
8.2 Fustrsu SERVICES TO Post OFFICE LTD. 48
8.3 FUTURE DATING ooonoon senna snnnnnnnnnnnnnnnnnnnne 4D
9 ROLES & RESPONSIBILITIES...
91 Post OFFICE LtD — GENERAL,
9.1.1 Administration and Control.
9.1.2 Implementation...
9.1.3 Files & Reference Data.
9.1.4 APOP/ADC changes
9.2 Post OFFICE LTD - REFERENCE DATA TEAM. - - so
9.3 PosT OFFICE LTD NETWORK BUSINESS SUPPORT CENTRE (NBSC).
94 FUJITSU SERVICES RESPONSIBILITIES.
9.4.1 Administration and Control...
9.4.2 Implementation...
9.4.3 Files & Reference Data.
9.4.4 APOP/ADC changes..
9.5 HELP DESK..escsososssesssntnnensneinnenenensn
9.6 VERIFICATION, AUTHORISATION & RELEASE.....
10 ORDERS AND EXCEPTIONS...
10.1 RELEASE OF REFERENCE DATA...
10.2. ORDERS.
10.3 EXCEPTIONS.
10.4 ERRORS AND REWORK
10.4.1 Recording Pre-Live Incidents...
10.4.2 Rework categorisation and thresholds.
10.5 ESCALATION.
10.6 CHARGING.
11. APPENDIX A: STANDARD CHANGES - DETAILS..........0608
11 PRODUCT CHANGES.
111.1 Basic - Pure.
11.1.2 Basic — High Ris!
111.3 Advanced Simpl
1114 Advanced Standard.
11S Advanced Complex.
1116 Advanced Comple:
11.2 BRANCH CHANGES...
11.2.1 HelpDesk (HD).
11.2.2 Advanced...
12. APPENDIX B - PEAK CONTROL BETWEEN FUJITSU SERVICES A}
60
13. APPENDIX C - REPORTS AND RECEIPTS DOCUMENTATIO!
61
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1. SUMMARY SHEET
This section summarises the content of this Interface Agreement as a “quick reference” guide
to change types. It does not replace the detail contained in the following sections (should there
be differences, the latter shall prevail).
Note: the Lead-time includes processing within both Post Office Ltd and Fujitsu Services, but
not distribution to the HNG-X counters.
Change Category I Definition Lead-time
(see section 4) (working weekdays)
Product Post I Fujits I Total
Offic
Standard: Ltd I Servie
es
Basic Change - Type A Reference Data only (no Post Office Ltd 4 1 5
Pure verification required)
Basic Change — Type A Reference Data only (Post Office Ltd 6 4 10
High Risk verification is required)
Advanced Type A Reference Data, plus after-the-event changes 6 4 10
Simple Change
Advanced Type A & Type B Reference Data, MIS change & 9 5 14
Standard Change Fujitsu Services testing required
Advanced Change that requires Type C and/or Type F and/or 14 ll I 25
Complex Change I Type X Reference Data from Fujitsu Services
Advanced Change that may require Type C and/or Type F and/or I 14 16 I 30
Complex Extended I Type X Reference Data from Fujitsu Services or may
Change need longer validation/verification times than Advanced
Complex
AP Change Change required for AP Client Take-On and Token
verification (including ADC and APOP).
Product
Fast-track:
Basic Express A subset of Basic HR, for a specific requirement to 15 I05 I2
change specific Reference Data quickly.
Migration Special I An addition to the non-core product mappings for a 0.75 I0.25 I 1
branch, normally where the product is already being
sold prior to migration.
Tight Timescales A change to make any kind of Reference Data change Agreed when
quickly, in specified circumstances. requested
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Business Critical I An advanced change which requires shorter lead time Agreed when
Advanced Change _I than would normally be required for such a change requested
Live Fix A change to correct a live incident. (ref. section 4.2.3.4 I Defined in OLAs
and 10.4). RDS/OLA/001
and
PON/OSG/OLA/
001
Branch:
Help Desk (HD) Type A Reference Data only (no Post Office Ltd Defined in
verification required) SVM/SDM/STD/
0001
Advanced Type A Reference Data only to support more complex I Defined in
changes in branches (e.g. relocation). May require Post I SVM/SDM/STD/
Office Ltd verification. 0001
N.B. The breakdown of the lead-times shown above are indicative only of the time taken
within each organisation. The overall lead-time should always be taken as the true indication
of the time required to effect a change. When considering the date by which data is to be
delivered to counters and the total amount of time required to implement a change, in addition
to the lead-time shown above consideration must also be given to distribution time to the
counters (see section 3.2) following authorisation.
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2 Introduction
This document is a Contract-Controlled Document (CCD).
2.1 Intent of Interface Agreement
The intent of this Interface Agreement is to establish effective co-operation between Fujitsu
Services and Post Office Ltd for the timely efficient and cost effective delivery of Operational
Business Change using Reference Data to HNG-X enabled Post Office counters.
This Agreement covers both Product and Branch Reference Data.
This Interface Agreement identifies:
e Post Office Ltd and Fujitsu Services requirement for changes introduced via Reference
Data,
e the agreed end-to-end service solution for Fujitsu Services and Post Office Ltd, both
separately and jointly, for implementing such changes and
e the obligations of both parties, both separately and jointly, that must be met in order to
deliver the solution.
There are a number of documents (which are not CCDs) that describe the interfaces and
agreements made between Fujitsu Services and Post Office Ltd for the management of
Operational Business Changes. This document provides an “umbrella” agreement for those
and they will comply with the agreements made within this Interface Agreement.
Whilst this Interface Agreement serves as an umbrella for other documentation it cannot
supersede any contractual obligations defined within the Contract. The timescales shown
later in this document are those which are agreed by both parties to be operationally viable
and as such form the basis of normal business practice when implementing changes to
Reference Data.
2.2 Maintenance of this Interface Agreement
This Interface Agreement is applicable the HNG-X system. It will be reviewed for any future
major software release and on an on-going basis. It is maintained by Fujitsu Services on behalf
of both parties.
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2.3 Future Developments
Post Office Ltd and Fujitsu Services agree to work jointly to improve the quality and
effectiveness of the Reference Data interface as follows:
e Review the functionality, scope and effectiveness of the Reference Data test environment
and enhance where appropriate.
e Continuously monitor the toolset available in the test environment, in particular the
Reference Data comparison tool for identifying impact of planned Reference Data changes
with the possibility of enhancement where appropriate.
e Continuously monitor and where necessary improve the Reference Data Change Catalogue
(RDCC) relating to Reference Data requirements.
e Review the consolidated set of Business Rules and procedures which have been jointly
developed and implemented
e Continuously improve the scope and effectiveness of Business and System tests.
e Identify risks to the Reference Data service and take remedial action to eliminate or
mitigate such risks
The programme for delivery of each of the above will be overseen by the RDORF.
2.4 Service Management Policy
Service Management Policy is described in document SVM/SDM/SD/0007 - Service
Management Service: Service Description
2.5 Alerting when product data is at risk of late delivery
When it is known that Reference Data for Product changes may be at risk of non delivery by
the time it is required at branches (the Effective Date) it may be necessary to alert parts of
Post Office Ltd so that the relevant staff (branch, helpdesk etc.) are made aware that a
required change may not be present when expected. The only time this is a potential problem
is if the data has been released the day before it is due to become effective and there are then
problems in the overnight processing and/or delivery of the data. In practice the majority of
Reference Data is released at least two days before it is due to become effective and therefore
there is only a small risk of an issue arising.
The principles of the process with respect to data being delivered overnight to become active
at branches the following day are:
© to provide warning to relevant parties in Post Office Ltd and Fujitsu Services, that
there is risk of critical reference data not being available at branches the following
day
© to allow appropriate contingency to be invoked against that risk where lack of the
data would cause critical problems
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The process follows the following stages:
© POLRDT (Bracknell) would indicate to RDT (on the authorisation form) that Post Office
Ltd would wish to be informed of overnight processing problems
e¢ RDT would inform FJS duty management and data centre operations that an alert request
had been made
e In the event of overnight processing issues data centre operations would advise the FJS
duty manager of the problem and the FJS duty manager would then advise the Post Office
Ltd duty manager
2.6 Contractual obligations with respect to NBS
The contract for supply of the Network Banking Service included a number of contractual
obligations which have been carried forward into this document.
2.6.1 Extensibility
The NBS shall support, through changes to or the introduction of appropriate Reference Data,
the introduction and removal of new instances of and changes to each of the items (marked as
suffix NWB) shown in Appendix B: Standard Changes — Details. The parties may agree to
vary the allocation of the items from time to time, such variation to be documented by Fujitsu
Services in the working document entitled “Reference Data Change Catalogue”
(RD/CCL/001).
2.6.1.1 Introduction and Change
The introduction of changes to and new instances of items specified above in 2.6.1
(a) shall be effected using only the agreed functions and processes used for
introduction of and changes to reference data for those Post Office Services
existing at the time of introduction of the NBS into this Agreement.
(b) shall not cause to be exceeded:
(i) any limit or range in respect of any such item (including, without limitation,
limits or ranges on the number of IINs) where such limit or range is
specified in the CCD entitled “Horizon Capacity Management and Business
Volumes” (PA/PER/033); and/or
(ii) if no such limit or range is specified in that CCD then a reasonable limit or
range
2.6.1.2 Verification of NBS Reference Data
Post Office Ltd shall be responsible for verifying all NBS related Post Office Reference Data
for use in End to End Banking, save to the extent that Fujitsu Services is obliged to do so (for
the purposes of the use of such Post Office Reference Data within the Post Office Service
Infrastructure) in accordance with paragraph 2.6.1.1 above. For the avoidance of doubt, the
Change Control Procedure shall be used if Post Office Ltd requires, in connection with the
introduction of any of the items referred to in paragraph 2.6.1 above, Reference Data
validation or testing of the NBS (or any element thereof) outside the scope of this Interface
Agreement.
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3 Scope
3.1 Interfaces
This Interface Agreement covers all the interfaces between Fujitsu Services and Post Office
Ltd that support the Operational Business Change process for pre-defined Product and Branch
changes.
Interface Interface Interface
Fujitsu
Post Office Services Post Office Fujitsu
Ltd processI process Ltd processI Services
l J * process
* this step is not
needed if change is
pre-authorised
The start is the point where an OBC form has been completed and issued within Post Office
Ltd, and the end point is where the Reference Data has been released within Fujitsu Services
for delivery to the live counters.
The delivery of the Reference Data to counters, following release authorisation, is covered by
the SLT (see section 3.2).
This Interface Agreement applies to both Product and Branch Changes where:
e a Basic Product Change and HelpDesk Branch Change is a change which consists solely of
Reference Data which requires no additional Fujitsu Services actions and may be
submitted to Fujitsu Services without notice
e an Advanced Change Product Change is a change which requires additional Fujitsu
Services activity and is subject to advanced notification
e an Advanced Branch Change is a change which is subject to advanced notification
Note: Reference Data for Branch Change is usually necessary to support activities
such as: a new Branch Opening, a Branch Relocation, conversion of a Branch
franchise, a Branch Closure. Reference Data also supports changes to branch
details such as: opening hours, telephone number, name and address but excludes
the addition or removal of individual counters. The specific activity for branch
change is described in document SVM/SDM/STD/0001 - Fujitsu Services / Post
Office Ltd Operational Business Change — HNG-X Branch Interface Agreement
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3.2. Service Level Target
The contractual provisions and service level targets relating to the distribution of Reference
Data to Branches are defined in SVM/SDM/SD/0013 — Reference Data Management Service:
Service Description section 2.3.5.
3.3. Operational Business Change processes for Reference Data Change
The Operational Business Change (OBC) process for Reference Data is defined in document
SVM/SDM/PRO/0027 - Process for Operational Business Change - Reference Data and the
types of change that qualify for the OBC process are defined in the Reference Data Change
Catalogue (RDCC). Changes not found in the RDCC must be requested via the normal
Change Control Procedure.
A summary of the process is given below.
Note:
Not every Change Type follows every step of the process see section 4.2.
The timescales for each stage of the process are defined in section 4.2.
The types of change that the process applies to are defined in section 4.2.
The responsibilities of each party are defined in section 9.
Note: the diagram and description refers to the process for Operational Changes once any
required agreement has been reached regarding the viability of the change (as may be the case
with APOP/ADC changes)
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3.3.1 Process Diagram
Note: feedback loops exist at all stages for error correction, but are not shown,
OBC
request
OBC
request
Post Office Ltd
Operational Fqcus
& Physical
stock ete
POL RDT (Chesterfield)
Operational Focus
ete
Unauthorised Fujitsu
Services
Fujitsu Services
“Pre-live”
Fujitsu Services Authorised Post Office
“Live” Ltd
i+
Post Office Ltd
Fujitsu
Data Services
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3.3.2 Process Steps
Step Taken by Description
A I Event A— Post Office Ltd I The relevant unit in Post Office Ltd identifies the business
Identify need to introduce, change details of, or withdraw a
change product.
1 I Take actions
to
implement
the changes
Post Office Ltd I The relevant unit in Post Office Ltd identifies if the
change is a Basic Reference Data change, or an
Advanced OBC change.
The relevant unit raise the required OBC forms to:
e Request Post Office Ltd Reference Data Team
(Bracknell) to change the Reference Data (for both
Basic and Advanced Changes)
e Where necessary POLRDT(Bracknell) raise relevant
OBC forms and send to POLRDT(Chesterfield) for
keying into Post Office Reference Data System
¢ and request an OBC — Product Change from Fujitsu
Services (for Advanced Changes).
Post Office Ltd RDT (Bracknell) confirm the change
requested is an Advanced OBC change and request
Fujitsu Services to make the change.
Post Office Ltd RDT (Bracknell) supply any required
additional information to support the Advanced OBC
change.
Post Office Ltd ensure that all necessary communications
and supporting actions for the OBC are complete.
2 I Update Ref.
Data system
Post Office Ltd I Post Office Ltd RDT changes the Reference Data in Post
RDT
Office Reference Data System to meet the OBC
& send to (Chesterfield) I requested and send it to Fujitsu Services and other users
Fujitsu within Post Office Ltd.
Services N.B. This step is not used where no MDM data is
required
3 I Generate Fujitsu Fujitsu Services receives the Reference Data from Post
Change and I Services Office Ltd RDT (Chesterfield) (for all changes) and
validate receives the OBC form and necessary additional
where information from Post Office Ltd RDT (Bracknell) (for
necessary Advanced Changes).
Fujitsu Services initiates any required internal actions e.g.
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ensure Reference Data is appropriate for the OBC
requested as defined in the RDCC, generate Type C,
Type F and Type X Reference Data as necessary, test
changes. Changes are tested and validated by Fujitsu
Services where necessary.
Fujitsu Services generates and delivers the RDMC
Verification Report and the Comparison Report to Post
Office Ltd RDT (Bracknell) and delivers the actual
Reference Data change to the verification counters, as
appropriate.
Note: Fujitsu Services does not send Pure Basic and
Migration Special Changes to Post Office Ltd RDT
(Bracknell) for authorisation, as they are pre-authorised
by Post Office Ltd.
4 I Verify & Post Office Ltd I Post Office Ltd RDT (Bracknell) undertake OBC counter
authorise RDT and report verification (as appropriate) and confirm the
completed I (Bracknell) change as delivered is the change required, and authorises
change the release of the OBC to the live estate.
Post Office Ltd RDT (Bracknell) may also request an
alert be raised if the data is at risk of not being available
by the time it becomes effective. (see section 2.5)
N.B. Some changes are Pre-Authorised — please refer to
CS/PRD/108 - Conventions for naming of Operational
Business Change Reference Data
N.B. The following steps may start after step 1 and run in parallel
5 I Review Fujitsu Where appropriate, Fujitsu Services reviews, and
Operational I Services responds to, all relevant Operational Focus or other
Focus update articles before publication and distribution (when
articles required) to confirm that the contents correctly reflect the
system and will not have an unnecessary impact on
Helpdesk resources. Post Office Ltd shall accept all
amendments reasonably requested by Fujitsu Services in
pursuit of the delivery of contractual services.
6 I Change Fujitsu Fujitsu Services releases Reference Data for all
delivered to I Services authorised OBCs to the live estate.
counters Fujitsu Services will raise Delivery Alert on the Release
Day, if the Alert Flag is set and the change is to be
effective next day. (see section 2.5)
Where agreed with Post Office Ltd, the release may be
held pending communication to the Branches e.g. via
Operational Focus. (However if release delay risks the
Start Date, there may need to be another change
processed to amend the start date of the change).
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3.4 Operational Business Change processes for Branch Change
The process for effecting changes at branches is fully described in SVM/SDM/STD/0001 -
Fujitsu Services / Post Office Ltd Operational Business Change - HNG-X Branch Interface
Agreement. In some cases there will be a need for Reference Data to support the physical
changes at branches (e.g. temporary closure for refurbishment). In some cases there will be a
need to change Reference Data when there is no physical work required (e.g. change of
opening times).
Whilst the definitive process is in SVM/SDM/STD/0001 it is worth noting the general steps
within this document:
Post Office Ltd submit Reference Data via MDM to RDMC
Fujitsu Services produce reports and send them to the relevant Post Office Ltd unit
Fujitsu Services release the data no earlier than 48 hours after receipt
Post Office Ltd check reports and if errors are found submit a fresh change
Should Post Office Ltd find an error during the 48 hour window a direct request to Fujitsu
(usually by telephone) may be made to stop the release of the data. In this instance the
release is no longer pre-authorised and becomes a change which requires authorisation
weenr
Note: Reference Data for branch temporary closures is only sent by Post Office Ltd to Fujitsu
when the temporary closure is expected to exceed 10 days.
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4 Types of Change
4.1 Introduction
Change types are pre-defined for inclusion into the OBC — Reference Data process. This
definition can be found in the Reference Data Change Catalogue (RDCC). Each pre-defined
change type is grouped as shown in the table in section 1.
The RDCC Product Change categories that apply to these changes are listed in sections 4.2.1
and 4.2.3 below. The assumptions listed in the RDCC must be adhered to, in order to apply
these categorisations.
Change types for Branch Changes are defined in SVM/SDM/STD/0001
4.2 Product Changes
4.2.1 Standard Changes
The order of the change types in this section is significant and is an indication of the level of
risk with each type and therefore the amount of checking that is deemed to be necessary. The
change types are of varying risk from those which need little or no checking, as the effect of
an error would be minimal on the Live estate, to those which need extensive checking, as the
effect of an error may be significant on the Live estate. Those changes, which are deemed to
require minimal or no checking, are classified as Basic - Pure. Those changes, which are
deemed to require most checking, are classified as Advanced — Complex or Advanced
Complex Extended.
A complete list of changes applicable to each type is held within the RDCC. Should Post
Office Ltd decide that additional checking is required a change may be submitted in a type
with a higher risk position in this section. However the converse is not true, in that a change
can never be requested with a lower risk position than the type shown in the RDCC.
Appendix A: Standard Changes - Details, shows a representative list of the changes for each
type.
4.2.1.1 Basic - Pure
Basic Changes do not require advanced notification from Post Office Ltd to Fujitsu Services
(OBC form). The delivery of the Reference Data file using agreed mechanisms is the request
for change. The file must identify that its contents are Basic Pure changes. The file may
contain more than one change of the same type. All Basic files contain only Class 1 Reference
Data items. Fujitsu Services checks the contents of the file are appropriate for the type of
change. Pure changes do not require verification and are pre-authorised for release.
4.2.1.2 Basic — High Risk
Basic Changes do not require advanced notification from Post Office Ltd to Fujitsu Services
(OBC form). The delivery of the Reference Data file using agreed mechanisms is the request
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for change. The file must identify that its contents are a Basic High Risk change. The file may
contain more than one change of the same type. All Basic files contain only Class 1 Reference
Data items. Fujitsu Services checks the contents of the file are appropriate for the type of
change. High Risk changes require a Verification and a Comparison report (where
appropriate) and authorisation by Post Office Ltd before release.
4.2.1.3 Advanced Simple
Advanced Simple changes require advanced notification from Post Office Ltd to Fujitsu
Services (an OBC form) to request the change. Associated Reference Data files must be
identifiable as such through the BCR number. Fujitsu Services checks the contents of the file
are appropriate for this type of change. Fujitsu Services has actions to take to implement the
change (in addition to processing the Type A Reference Data file from Post Office Ltd) e.g.
update documentation, but these actions can occur after the change has been released and
therefore do not extend the lead-time for the change. These changes require a Verification and
a Comparison report and authorisation by Post Office Ltd before release.
4.2.1.4 Advanced Standard
Advanced Standard changes require advanced notification from Post Office Ltd to Fujitsu
Services (an OBC form) to request the change. Associated Reference Data files must be
identifiable as such through the BCR number. Fujitsu Services checks the contents of the file
are appropriate for this type of change. Fujitsu Services has actions to take to implement the
change (in addition to processing the Type A Reference Data file from Post Office Ltd) e.g.
process Type B files, and these actions must occur before the change has been released,
therefore the lead-times are longer than for Simple or Basic changes. These changes require a
Verification and a Comparison report and authorisation by Post Office Ltd before release.
4.2.1.5 Advanced Complex
Advanced Complex changes require advanced notification from Post Office Ltd to Fujitsu
Services (an OBC form) to request the change. Associated Reference Data files must be
identifiable as such through the BCR number. Fujitsu Services checks the contents of the file
are appropriate for this type of change. Fujitsu Services must generate Type C, Type F or
Type X Reference Data as appropriate to implement the change and then test that the change
works as requested in the OBC form. These changes require a Verification and a Comparison
report and authorisation by Post Office Ltd before release.
4.2.1.6 Advanced Complex Extended
This category of change has been introduced to differentiate from ordinary Advanced
Complex changes as the lead-time is longer to allow for additional validation/verification
which is necessary because of the additional complexity of the change. In all other respects
this category is identical to Advanced Complex.
4.2.2. AP (including ADC and APOP)
AP changes are similar to Advanced Complex changes and require notification from Post
Office Ltd to Fujitsu Services (an OBC form) to request the change. Associated Reference
Data files must be identifiable as such through the BCR number. Fujitsu Services checks the
contents of the file are appropriate for this type of change. Fujitsu Services has actions to take
to implement the change e.g. test Tokens and supply test files to the appropriate Post Office
Ltd Client for Post Office Ltd End to End testing of changes. These changes require a
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Verification and a Comparison report, additional testing and authorisation by Post Office Ltd
before release.
(as described in relevant AP documentation)
Introduce new AP client, service or token
Change client name (new token data)
Cease AP Client, product or token
Introduce new Smart Card
ADC changes are implemented using the same basic process mechanisms as AP although the
timing may differ.
Notes on AP/ADC and APOP change:
e Changing AP/ADC product details when an end-to-end test file is not required falls
outside the category of AP change and is to be treated in the same way as any other
product change
¢ Ceasing AP/ADC Client, product or token when the service is Live, i.e. it is not being
withdrawn from a current CTO/ADC cycle, is to be implemented as an Advanced Simple
change, with the client service list being amended after the event
e APOP/ADC changes may affect the transaction flow on the counter and the content
(including XML tags by use of an ADC data type with ZZ_IncFields attribute) of client
files. It is also possible that incoming client files (submitted via the EDG gateway) may
have similar effects. For this reason APOP/ADC changes may be subject to advance
notification to and agreement from Fujitsu Services that the effect of the change is
acceptable to Fujitsu Services.
4.2.3 Fast-track changes
4.2.3.1 Basic Express
A Basic Express change is a subset of Basic High Risk changes and must comply with the
definitions in section 4.2.1.2. However, the lead-times (see section 5.9) specified for a Basic
Express change can only be achieved where verification can be performed on the basis of the
Verification Report and not a Comparison Report. The type of change must be such that there
is minimal risk of error occurring elsewhere within the system as a result of applying the
change and is therefore limited to:
Change price of non-value stock
Change price of revaluable value stock *
Change min/max quantity/value
Change Long/ Medium / Short name
Add/Amend/Cease End of Session prompt
Add/Amend/Cease Transaction prompt
Add/Amend branch exclusion for urgent suspension
Disable/Enable End of Session prompts at specified branch(es)
Disable/Enable Transaction prompts at specified branch(es)
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The limits for use are:
*
o
© only for the categories of change which conform to the above e.g. ‘Ticket and
Travel’ products or to meet the requirement for Tight Timescales
% only OBCs that must be active on completion of the change within 48hrs &
® OBCs must be received by Post Office Ltd RDT (Bracknell) by 10am on a working
weekday and
only normal volumes of change as defined in (section7.1)
® the BCR must start with prefixes as defined in CS/PDN/108. If a Change is
delivered to Fujitsu Services with this prefix but the contents do not meet the
specified criteria it will be processed according to the normal lead-times. Fujitsu
Services will inform Post Office Ltd using the incident process.
Note: When a Basic High Risk change is to change the price of revaluable value stock,
counters will prompt counter staff on each of the three calendar days prior to when
revaluation will need to be performed, provided that the Reference Data is already at the
counter. Should a similar change be put through the Basic Express mechanism, this
prompting period may be for less than three calendar days. It is Post Office Ltd’s
responsibility to provide any additional notification required to users.
Where the change is as described above, the requirement for completion within 48hrs may
be extended, if required, to allow for this 3 calendar day period.
4.2.3.2 Migration Special
A Migration Special change is a specific subset of Basic Pure changes and must comply
with the definitions in (section 4.2.1.1). Migration Specials are pre-authorised for release
and no verification is required.
Migration Special changes are additions or removals to the Reference Data defining
which non-core products a particular branch can or cannot sell. This Reference Data is
needed so that the correct range of Products is available at the branch
Note: The term ‘Migration Special’ was originally used during the roll-out of the Horizon
system and although it has no specific meaning in the context of the system today it is still
well understood within users of the Reference Data change process and hence the name
remains for this category of change.
The limits for use are:
© additions to Non-core Product to Branch mappings only
% Reference Data must be received by Fujitsu Services by 10am for release to be
actioned on the day of receipt or a phone call is required before 4 p.m. requesting a
later file to be released
Reference Data files must be identifiable as Migration Specials
Migration Specials differ from the standard Basic Pure change for adding non-core
associations to a branch by virtue of:
the urgency with which the data needs to be delivered to the branch.
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Migration Specials refer to one branch or one product — the normal Basic Pure
change may have any combination of products and branches.
Where possible Post Office Ltd should use the Basic Pure change for addition of non-core
association records.
Once Fujitsu Services has confirmed that the Reference Data is of the required type it will
be released to the ‘Live’ environment.
4.2.3.3 Tight Timescales
4.2.3.3.1 Requirement
Fujitsu Services recognises that there may be occasions where Post Office Ltd will be required
to implement changes to Reference Data to timescales which are outside the control of Post
Office Ltd, for example changes announced in the Chancellor of the Exchequer’s Budget.
The implementation of Reference Data in support of such changes must be handled in a very
bespoke manner. Fujitsu Services will use reasonable endeavours to meet the requirements
requested by Post Office Ltd.
4.2.3.3.2 Definition
A Tight Timescale change that cannot be processed using the normal timescales defined for
such a change. It may be caused by either:
* an emergency situation where normal lead-times cannot be adhered to because of legal
circumstances outside of Post Office Ltd control, or
eto allow Post Office Ltd to exploit commercial opportunities
emergency introduction of a Transaction or End of Session prompt to cover legal
obligations (e.g. Money Laundering)
Each instance of such change must be notified in writing by Post Office Ltd to Fujitsu Services
and agreed between Post Office Ltd, Head of Delivery - IT and Service and the Fujitsu
Services Customer Service Director or their nominated authorised deputies.
4.2.3.3.3 Types
Analysis by Post Office Ltd of the business requirements indicates that the types of change that
require to be actioned in Tight Timescales are:
e Price changes
e Emergency cessation of a product
¢ Product introduction or change where the product has been created in advance with
interim details.
a) Price Change
The most frequent Tight Timescale changes are price changes. These may be processed via the
fast-track Basic Express route.
b) Emergency cessation
From the CSR+ version of Horizon the ability to transact a product is controlled by the use of
Item Transaction Modes and therefore these types of changes may be processed via the fast-
track Basic Express route.
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©) Product introduction or change (with interim details)
A new product (or product change) can be introduced in advance of all details being available
e.g. to meet a late-breaking business opportunity. Mandatory details should be provided
initially, although some will have interim values
eg.
© product name may be set to “test name” or other identifiably interim name
e the Branch Trading Statement mapping may be to a line marked as “temporary”
e the button for the product may not be introduced until a later date, with the product only
available to be sold by PLU initially
The “interim” product should be verified using standard processes for product change (see
sections 3.3 and 5.6).
To set up the interim product the normal lead-times should be adhered to. When the interim
product cannot be set up with the normal lead-times, it will be dealt with as a high priority
exception (see section 10.3).
The interim details will be later replaced using:
* a Basic Express change for the final information relating to price and name. This must be
identifiable as part of the Tight Timescale change, and will be verified via the Verification
Report for Basic Express, before the change is released
e standard changes that occur after the go live of the product e.g. the introduction of the
button, or the change of the Branch Trading Statement mapping.
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An example of the timeline is shown below:
6 -5 -4 -3 -2 -1 0 +1 +
I I I I I I —}— wees
. - Price / Button
Interim product Interim product name introduced
introduced as introduced as details at a later
standard change high priority introduced date as a
with interim exceptional as Basic standard
values change wil
interim values Express change
4.2.3.3.4 Limitations when information is available at a very late stage
Whilst acknowledging that Post Office Ltd may not have control over legal or governmental
changes it must be recognised that the ability of the end to end process to produce, check,
authorise and release Reference Data takes a finite time and therefore it may not be possible in
all circumstances to meet the requirements. To this end the following are guidelines to the
limitations for Tight Timescales changes where the information is only made available at a
very lat
e stage (e.g. 4 p.m. on a budget day).
The time to key the data into the MDM system, extract and transmit to Fujitsu
Services must be considered (probably a minimum of I hour)
The time that RDMC takes to process the incoming data must be considered
(approximately 30 minutes)
If counter checks at Post Office Ltd are required an absolute minimum of 2 hours is
required for RDT system processing. It is therefore likely that this time will not be
available and therefore checking of the data can only be by review of reports —
minimum of 30 minutes to produce and transmit to POLRDT (Bracknell)
The time that Post Office Ltd will take to validate reports, or view data on counters
should time be available for extract, needs to be considered (estimated as a minimum
of 30 minutes)
In order to meet normal operational schedules, authorisation to release a Tight
Timescales change should be received by Fujitsu Services by 7:30 p.m.
The introduction of new items is impossible overnight. If there is a possibility that new
items will be needed their skeleton data must be set up in advance, as described above
in section 4.2.3.3.3.¢
Changes to Type C, Type F and Type X Reference Data (e.g. for Menu Hierarchy) can
only be achieved within Tight Timescales when sufficient time is available — under
normal circumstances, where the normal lead-time is not available, a Business Critical
Advanced Change may be appropriate
An overnight change should therefore only be of the type which amends the price or
name of items
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On the basis of the above timings, the latest time for commencement for an overnight Tight
Timescales change, such as Budget announcements, to be with POLRDT for keying is 5 p.m.
for a change to be checked by report and 3 p.m. for a change to be checked by counter.
Whilst these timings are theoretically possible any error which occurs in data preparation or is
discovered during checking may affect the ability of all parties to complete the exercise.
Therefore, wherever possible more time should be given.
4.2.3.4 Live Fix
The time scale for incident correction is driven by the impact of the incident, the complexity of
the solution and the Start Date (or Agreed Date) for the change to be live at the branches. (see
section 10.4)
4.2.3.5 Business Critical Advanced Change
It has been recognised that the Fujitsu Services and Post Office Ltd operational units have the
ability, in some circumstances, to shorten the OBC lead time without adversely impacting the
success of the change, or any other change in the system.
A Business Critical Advanced Change category has been introduced to permit operational
units to decide, where possible, to deliver change within a shorter time than the specified lead-
time. BCAC does not replace Tight Timescales but rather offers an alternative, operational,
method (similar to Basic Express) of progressing Advanced changes without the need for
authorisation to be obtained at a senior level within both Post Office Ltd and Fujitsu Services.
= Each instance of a Business Critical Advanced Change must be agreed by each of the
groups involved in the processing of the change (normally Post Office Ltd and Fujitsu
Services Reference Data Teams) before the change is submitted to Fujitsu Services for
action. This must include agreement on the effective date for the Reference Data
= The lead-time requirement for such a change must be shorter than that which would
normally be required to complete the change
= The agreed lead-time requirement must be achievable
= Any errors or modifications which occur in the delivery of such a change are likely to
cause failure to achieve the agreed lead-time
= A maximum of I such change is permitted within any single week and 2 such changes in
any rolling 4 week period
= RDORF may, by agreement, modify the maximum quoted above
= RDORF will review each instance of such a change to establish why it was necessary to
invoke this process (without prejudice to any business confidentiality)
4.3 Branch Changes
Note: From June 2005 all branch changes are pre-authorised. Please refer to section 3.4
4.3.1 HelpDesk
Help Desk (HD) changes are those changes which are considered to be of very low risk in the
event that the information is incorrect (e.g. change of a phone number at a branch). They do
not require advanced notification to Fujitsu Services and provided that any file received by
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Fujitsu Services only contains changes consistent with being HD then the change is considered
to be pre-authorised and will be released with no further activity.
4.3.2 Advanced
Advanced Branch Changes are mostly associated with physical activity in branches. The
Reference Data is supported by an OBC form defining the actual requirement. Reports are
provided to the Post Office Ltd unit responsible for such changes to enable them to ensure
that the change is as required.
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5 _ Lead-time for Product Changes
5.1 Introduction
The lead-times quoted in this section are the end-to-end times covering both Post Office Ltd
and Fujitsu Services activities. Each party must meet each milestone applicable to it in order
that the subsequent milestones and the end-to-end lead-times are achieved. The types of
change that relate to each category are defined in (section4.2).
These lead-times apply for the volumes given in (section7).
The lead-time runs from initiating a change until the change is Released to the live system.
Delivery to Counters following release is as described in section 3.2
Notes:
For simplicity, the models used do not show activities that occur in parallel.
day = working weekday (Mon-Fri, excluding English Public Holidays)
adow = any day of the week, includes non working weekdays (Mon-Sun)
times = latest time action can occur to meet the schedule
Where a time is given next to a milestone, the time is critical to achieving that milestone
Where the time is not given, the default is for the handover between organisations to be
complete by 8am. Failure to achieve a milestone by the given (or default) time potentially
extends the lead-time of the change.
Whilst there are indications of the time taken at each stage of the processing these cannot be
taken to be definitive, i.e. the overall lead-time should be taken as the most significant
information.
N.B. The lead-time should be used in relation to when data is required to be delivered to
counters on the Live estate, which may be earlier than the start date on the data
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Ref:
Version:
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CS/PRD/058
16.0
Date: 08 June 2011
5.2 Basic - Pure
Changes that involve changing Type A Reference Data only and do not require verification.
End-to-End lead time = 5 working days
Action
Business generates change
Post Office Ltd processes
change
POLRDT (Chesterfield)
input Reference Data
Fujitsu Services System
processes
Fujitsu Services process
change
Duration
1 day
1 day
2 days
I day
Result
Deliver OBC to Post Office
Lid
Deliver Reference Data to
POLRDT (Chesterfield)
Send to Fujitsu Services
Available to Fujitsu Services
Release change
(release day)
Milestone
Day 1 (6pm)
Day 2 (6pm)
Day 4 (Spm)
Day 5 (8am) *
Day 5 (8pm)
Owner
Post Office
Lid
Post Office
Ltd
Post Office
Ltd
Fujitsu
Services
Delivery to Counters following release is as described in section 3.2
* Note:
Basic — Pure Reference Data files (identifiable as such by virtue of the OBC prefix
used) arriving by 10am, on a working weekday, will be released that night by Fujitsu
Services, for distribution.
Basic — Pure Reference Data files received by Fujitsu Services by 4pm and
accompanied by a notifying 'phone call’, on a working weekday, will be released that
night by Fujitsu Services, for distribution.
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Version: 16.0
Date: 08 June 2011
5.3. Basic — High Risk
Changes that involve changing Type A Reference Data or Help
verification.
End-to-End lead time = 10 working days
Data only and require
Action Duration Result
Business generates change 1 day Deliver OBC to Post Office Lid
Post Office Ltd processes 1 day Deliver Reference Data to
change POLRDT (Chesterfield)
POLRDT (Chesterfield) 2 days Send to Fujitsu Services
input Reference Data
Fujitsu Services System Available to Fujitsu Services
processes
Fujitsu Services process and 2 days Deliver Reference Data to Post
validate change Office Lid
Fujitsu Services generate 2 days Deliver Reports to Post Office
RDMC verification & Ltd
comparison reports
Milestone Owner
Day I (6pm) Post Office
Lid
Day 2 (6pm) Post Office
Ltd
Day 4 (8pm) Post Office
Ltd
Day 5 (8am)
Day 6 (6pm) Fujitsu
Services
Day 8 (6pm) Fujitsu
Services
Post Office Ltd check 2 days Notifies Fujitsu Services of Day 10(8pm) I Post Office
reports and verify change authorisation Ltd
Fujitsu Services process Immediate Release change Day 10 (8pm) Fujitsu
authorisation (release day) Services
Delivery to Counters following release is as described in section 3.2
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5.4. Advanced Simple
Changes requiring advanced notification that involve Type A Reference Data changes only
before release.
End-to-End lead time = 10 working days
Action Duration Result Milestone Owner
Business generates change 1 day Deliver OBC to Post Office Day I (6pm) Post Office
Ltd Ltd
Post Office Ltd processes 1 day Deliver notification to Fujitsu Day 2 I Post Office
change Services (6pm) Ltd
Post Office Ltd processes I day Deliver Reference Data to Day 2 Post Office
Reference Data POLRDT (Chesterfield) (6pm) Ltd
POLRDT (Chesterfield) 2 days Send to Fujitsu Services Day 4 Post Office
input Reference Data (8pm) Ltd
Fujitsu Services System Available to Fujitsu Services. Day 5
processes (8am)
Fujitsu Services process 2 days Preparations complete Day 4 Fujitsu
request for change (6pm) Services
Fujitsu Services processes 2 days Deliver Reference Data to Post Day 6 Fujitsu
Reference Data and validate Office Ltd (6pm) Services
change
Fujitsu Services generate 2 day Deliver Reports to Post Office Day 8 Fujitsu
RDMC verification & Lid (6pm) Services
comparison reports
Post Office Ltd check 2 days Notifies Fujitsu Services of Day 10 Post Office
reports and verify change authorisation (8 pm) Ltd
Fujitsu Services process Immediate Release change Day 10 Fujitsu
authorisation (release day) (8 pm) Services
Update systems & Varies Day 11+ Fujitsu
documentation Services
Delivery to Counters following release is as described in section 3.2
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5.5 Advanced Standard
Changes that, in addition to Type A Reference Data, require activities such as loading Type B
Reference Data, managing additional information, MIS updates or testing.
End-to-End lead time = 14 working days
Action Duration Result Milestone Owner
Business generates change 1 day Deliver OBC to Post Office Day 1 (6pm) Post Office
Lid Lid
Post Office Ltd processes I day Deliver notification to Day 2 Post Office
change Fujitsu Services (6pm) Lid
Post Office Ltd processes 2 days Deliver Reference Data to Day 4 Post Office
Reference Data POLRDT (Chesterfield) (6pm) Lid
POLRDT (Chesterfield) 3 days Send to Fujitsu Services Day7 Post Office
input Reference Data (8pm) Lid
Fujitsu Services System Available to Fujitsu Services. Day 8
processes (Sam)
Fujitsu Services process 2 days Preparations complete Day 4 Fujitsu
request for change (6pm) Services
Fujitsu Services process 2 days Ready for validation Day 9 Fujitsu
Reference Data (6pm) Services
RDT validate change 1 days Deliver Reference Data to Day 10. Fujitsu
Post Office Ltd (6pm) Services
Fujitsu Services generate 2 day Deliver Reports to Post Day 12 Fujitsu
RDMC verification & Office Ltd (6pm) Services
comparison reports
Post Office Ltd check 2 days Notifies Fujitsu Services of Day 14 Post Office
reports and verify change authorisation (8 pm) Lid
Fujitsu Services process Immediate Release change Day 14 Fujitsu
authorisation (release day) (8 pm) Services
Amend MIS mapping 1 day Day 14 Fujitsu
(6pm) Services
Update documentation Varies Day 12+ Fujitsu
Services
Delivery to Counters following release is as described in section 3.2
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5.6 Advanced Complex
Changes that require updated Type C, Type F or Type X Reference Data.
End-to-End lead time = 25 working days
Action Duration Result Milestone Owner
Business generates change 2 days Deliver OBC to Post Office Day 2 (6pm) Post Office
Lid Lid
Post Office Ltd processes 2 days Deliver notification to Day 4 Post Office
change Fujitsu Services (6pm) Ltd
Post Office Ltd processes 2 days Deliver Reference Datato Day 6 Post Office
Reference Data POLRDT (Chesterfield) (6pm) Lid
POLRDT (Chesterfield) 5 days Send to Fujitsu Services Day 11 Post Office
input Reference Data (8pm) Lid
Fujitsu Services System Available to Fujitsu Day 12
processes Services (8am)
Fujitsu Services processes 2 days Preparation complete Day 13 Fujitsu
request for change (6pm) Services
RDT Create Type C and/or —_5 days Ready for validation Day 18 Fujitsu
Type F and/or Type X (6pm) Services
Reference Data
RDT Validate changes 2 days Deliver Reference Data to Day 20 Fujitsu
Post Office Ltd (6pm) Services
Fujitsu Services generate 2 day Deliver Reports to Post Day 22 Fujitsu
RDMC verification & Office Ltd (6pm) Services
comparison reports
Post Office Ltd check 3 days Notifies Fujitsu Services of Day 25 Post Office
reports and verify change authorisation (8 pm) Lid
Fujitsu Services process Immediate Release change Day 25
authorisation (release day) (8 pm)
Amend MIS mapping 1 day Day 25 Fujitsu
(6pm) Services
Update documentation Varies Day 25+ Fujitsu
Services
Delivery to Counters following release is as described in section 3.2
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5.7. Advanced Complex Extended
Changes that may require updated Type C, Type F or Type X Reference Data and/or extended
validation/verification.
End-to-End lead time = 30 working days
Action Duration Result Milestone Owner
Business generates change 2 days Deliver OBC to Post Office Day 2 (6pm) Post Office
Lid Lid
Post Office Ltd processes 2 days Deliver notification to Day 4 Post Office
change Fujitsu Services (6pm) Lid
Post Office Ltd processes 2 days Deliver Reference Datato Day 6 Post Office
Reference Data POLRDT (Chesterfield) (6pm) Ltd
POLRDT (Chesterfield) 5 days Send to Fujitsu Services Day 11 Post Office
input Reference Data (8pm) Lid
Fujitsu Services System Available to Fujitsu Day 12
processes Services (8am)
Fujitsu Services processes 2 days Preparation complete Day 13 Fujitsu
request for change (6pm) Services
RDT Create Type C and/or —_10 days. Ready for validation Day 23 Fujitsu
Type F and/or Type X (6pm) Services
Reference Data
RDT Validate changes 2 days Deliver Reference Data to Day 25 Fujitsu
Post Office Ltd (6pm). Services
Fujitsu Services generate 2 day Deliver Reports to Post Day 27 Fujitsu
RDMC verification & Office Ltd (6pm) Services
comparison reports
Post Office Ltd check 3 days Notifies Fujitsu Services of Day 30 Post Office
reports and verify change authorisation (8 pm) Lid
Fujitsu Services process Immediate Release change Day 30
authorisation (release day) (8 pm)
Update documentation Varies Day 30+ Fujitsu
Services
Delivery to Counters following release is as described in section 3.2
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5.8 AP and ADC Client Take-On and APOP
As described in AP/ADC Client Service Introduction and Change Processes & CS Services
Catalogue documents following advanced notification to Fujitsu Services where required.
5.9 Basic Express
Changes that involve only Type A Reference Data and are one of the named change types in
section 4.2.3.1. From a volume perspective Basic Express are a subset of Basic — High Risk.
End-to-End lead time = 2 working days
Action Duration Result Milestone Owner
Business generates change 2 hours Deliver OBC to Post Office Day 1 (10am) Post Office
Ltd Ltd
Post Office Ltd processes 3 hours Deliver Reference Data to Day I (1pm) Post Office
change POLRDT (Chesterfield) Ltd
POLRDT (Chesterfield) 7 hours Send to Fujitsu Services Day 1 (8pm) Post Office
input Reference Data Ltd
Fujitsu Services System Available to Fujitsu Day 2 (8am)
processes Services
Fujitsu Services process 2 hours Deliver Reference Data to Day 2 (10am) Fujitsu
change Post Office Lid Services
Fujitsu Services generate 2 hours Deliver Reports to Post Day 2 (noon) Fujitsu
verification reports Office Lid Services
Post Office Ltd check 4 hours Notifies Fujitsu Services of Day 2 (4pm) * Post Office
reports and verify change authorisation Ltd
Fujitsu Services process 2 hours Release change Day 2 (6pm) Fujitsu
authorisation (release day) Services
Delivery to Counters following release is as described in section 3.2
* Note: As Basic Express is a form of Fast Track change and therefore outside the norm
it is a Fujitsu Services requirement that authorisation is received by 4 pm.
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5.10 Migration Special
To meet the need to apply a quick change to the Product to Branch mappings for an branch
End-to-End lead time = 1 working day
Action Result Milestone Owner
required change identified Notify POLRDT * Post Office
(Chesterfield) Lid
POLRDT (Chesterfield) Send to Fujitsu Services * Post Office
input Reference Data Ltd
Fujitsu Services process Release change * Fujitsu
change (release day) Services
Delivery to Counters following release is as described in section 3.2
* Note:
Migration Special Reference Data files (identifiable as such by virtue of the OBC prefix
used) arriving by 10am on a working weekday, will be released that night by Fujitsu
Services, for distribution.
Migration Special Reference Data files received by Fujitsu Services by 4pm and
accompanied by a notifying 'phone’ call, on a working weekday, will be released that
night by Fujitsu Services, for distribution.
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6 _Lead-times for Branch Changes
The lead-times for supplying Reference Data for Branch Changes are defined in document
SVM/SDM/STD/0001.
7 Volume of change
7.1 Committed volumes
The service provided by Fujitsu Services as specified within this document is constructed as
follows
a) it has the capability to handle an overall maximum of 300 business as usual changes within
one month with the following limits within each of the categories
- Branch Changes 140 per month
- Pre-Authorised Product Change 40 per month
- High Risk Product Change 50 per month
- Advanced Product Change 100 per month
- Automated Payment Change 120 per month
N.B. This maximum includes rework, which is expected to be a maximum of 30 files in any
month.
b) to enable Post Office Ltd to manage the volume and categorisation of changes that are
supplied into this service and to facilitate Fujitsu Services capacity management and
alignment of resources to meet these requirements for managing Reference Data changes,
the framework for a Work Index system has been agreed. The Work Index system will
specify in units an indication of the amount of work required for cach file or associated
activity
c) The monthly Work Index limit will be 5000 units which will be equivalent to the workflow
represented by the 300 changes and the identified constraints as specified in a) above
(DN: It has proved impossible to create a direct correlation between 300 changes and 5000
work units due to the fact that the two figures are measuring completely different things
changes is a simple statement of the number of individual requests whereas work units reflect
the effort required. This needs further consideration for a future release of this document]
The Reference Data Operational Review Forum will oversee the introduction of the Work
Index system and will be responsible for its continued development. The RDORF will monitor
and review the effectiveness of the process and any issues which arise from these limits.
Data, which is required specifically for the implementation of a new system release is
exceptional to these committed volumes and as such will not be counted within any
measurement against this Interface Agreement.
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8 Deliverables
To ensure milestones are not put at risk all deliverables must be:
Complete and identifiable e.g. cross referencing change numbers
Error free (see section 10.4 for managing errors)
Correctly dated (see section 8.3)
Delivered by the relevant deadlines set out in the Interface Agreement (see sections 5 and
6 for required milestones)
© Delivered through the agreed mechanisms.
eecee
8.1 Post Office Ltd to Fujitsu Services
Post Office Ltd shall deliver to Fujitsu Services:
1) Reference Data for Advanced and Basic changes
2) Operational Business Change forms for Advanced changes
3) Supporting items and/or information appropriate for changes e.g. AP tokens, Operational
Focus
4) Authorisation for Advanced and High Risk Basic Product changes and Advanced Branch
changes (where appropriate)
Note: This applies to changes which are within the scope of the OBC process, i.e. following
agreement where necessary for changes such as APOP/ADC.
8.2 Fujitsu Services to Post Office Ltd
Fujitsu Services shall deliver to Post Office Ltd:
1) Reference Data direct to Live Counters, for OBCs that are pre-authorised by Post Office
Ltd.
2) Reference Data to Verification Counters, for Product Change OBCs to be verified, and
that:
e include Type C, Type F or Type X Reference Data for Advanced changes when
necessary
e has been validated to ensure changes work as requested on the OBC forms.
3) Verification and Comparison Reports (as appropriate for Product Change) that identify
exactly what changes to the counter have been implemented
4) RDMC report (as appropriate) for Advanced Branch Changes
5) Reports to RDORF on volumetrics
8.3 Future Dating
Reference Data records contain either a ‘Start Date’ or an ‘Effective Date’ which is the date
on which the change is to become effective on the counters. Where possible this date should
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always be in the future when the data is created and remain a ‘future date’ throughout
processing and distribution so that it is still a future date when it arrives at the counters.
However it is advisable that the future date is within the range of dates available on validation
and verification counters (currently a maximum of 12 weeks) as it may not be possible to
validate/verify a change which is further in the future. Furthermore, if the change has more
than one effective date (e.g. Remit In followed by Serve Customer) and the difference between
these two dates is more than 4 weeks less than the maximum date range of verification
counters (i.e. a maximum of 8 weeks between start dates), the change should be submitted as
two separate changes to allow validation of the individual parts. Failure to do this may result
in the second part of the change having to be released before it has been validated.
There is a risk to Post Office Ltd if the OBC process is not initiated sufficiently in advance of
the Effective Date to allow for:
e the IFA lead-time for processing, validation, authorisation and release to the Live system
for that particular type of change
¢ the distribution time to branches
e additional contingency where Post Office Ltd consider the Reference Data to have
business critical importance
Where, for whatever reason, Post Office Ltd are unable to initiate the OBC process
sufficiently in advance, then Post Office Ltd and Fujitsu Services would establish an Effective
Date to supersede the Start Date.
Fujitsu Services reserves the right to log as a pre-live incident, the receipt of any Reference
Data which is not future dated. This is because data which has an immediate start date (i.e. any
date in the past at the time when the data reaches the counter) may have an adverse effect and
may create additional calls to HelpDesks.
The scheduling of non-future dated data by Post Office Ltd delaying authorisation of the
release of Reference Data is not an approved method.
9 Roles & Responsibilities
The primary interface for changes described in this document is between Post Office Ltd
Reference Data Team and Fujitsu Services Reference Data Team. Where other units within
each of the organisations requires an interchange with the other organisation in relation to a
business as usual change they should address their requirements via the appropriate team.
9.1 Post Office Ltd —- General
Post Office Ltd shall, without limitation:
9.1.1 Administration and Control
a) Appoint and communicate to Fujitsu Services the name of an owner for this Interface
Agreement. The owner shall maintain and communicate to Fujitsu Services the list of
change authorisers for Product Reference Data.
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b) Measure & report on the performance of processes carried out by Post Office Ltd under
this Interface Agreement.
c) Arrange and chair regular Reference Data Operational Review Forums at intervals as
agreed by both parties
d) Participate in the Service Review process, to cover all aspects of the process and its
operation, including the provision of forecasts of changes to volumes which might affect
those defined in section 7.1.
e) Review the OBC process, documentation and forms to identify and implement
improvements jointly with Fujitsu Services.
f) Maintain details of the Post Office Ltd contacts relevant to these processes within the
change contacts list in the OLAs RDS/OLA/001 and PON/OSG/OLA/001
g) Ensure that all staff involved in the OBC process are aware of their role and
responsibilities
9.1.2 Implementation
a) Ensure Post Office staff and clients are aware of changes in time to make the necessary
preparations
b) Resolve queries from Fujitsu Services that are material to an OBC
c) Communicate issues and exception information to Fujitsu Services, as reasonably
necessary to assist them, to enable them to manage and control all their relevant change
activity on the Fujitsu Services side of the change interface.
d) Provide the Postmaster communication (e.g. Operational Focus, Memo View) to Fujitsu
Services for comment before release and make any amendments reasonably required by
Fujitsu Services
e) Identify potential variations to the service as soon as known e.g. peak activity
f) Process and communicate Advanced Product changes, in accordance with timescales in
section 4.3, to Fujitsu Services ensuring, where necessary, that changes are submitted
separately in units of release.
g) Verify relevant Product and Branch changes and provide authorisation ready for release in
accordance with section 9.6
h) Ensure that the Post Office Ltd copy of reference documents, e.g. Reference Data Change
Catalogue, is available to Post Office Ltd staff who require it
9.1.3 Files & Reference Data
a) Ensure the date contained in the Reference Data is in accordance with the required lead-
times (see sections 5 and 6)
b) Where possible, all Reference Data which should be applied as a unit, as defined by
business rules or the OBC, should be supplied in a single file. Where this is not possible,
subsequent files must be identifiable as the same unit of release.
c) Recognise that the file is the unit of release and all changes within one file are constrained
by the longest lead-time.
d) Allocate unique Business Change Request number (Change Control Number).
e) Ensure all required change information and data is submitted to Fujitsu Services e.g. menu
hierarchy information, AP CTO/ADC packs etc.
f) Ensure the accuracy and integrity of the change information and Reference Data provided
to Fujitsu Services
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9.1.4 APOP/ADC changes
a) Provide advance notice of the introduction or changes to APOP/ADC services or
transactions which result from new or changed Reference Data or incoming files to the
APOP service which may affect the transaction flow or the content of outgoing client files
b) Gain agreement from Fujitsu Services that such introductions or changes are acceptable to
Fujitsu Services and will have no detrimental affect on the HNG-X systems (whether
counters or other back-office functions) so far as can be determined from the information
provided. Such information must describe the business purpose of and the proposed
methods of implementing the change in ADC reference data and/or APOP meta data
and/or file(s) passed over the EDG interface, these being the available physical means of
changing existing ADC and APOP services and transactions. The information must
provide a sufficient level of detail to enable Fujitsu Services to judge whether the
proposed change is suitable for the OBC processes described in this document
c) Accept full responsibility for any change which has been authorised by Post Office Ltd
where such change modifies the behaviour of APOP or ADC service or transactions or
outgoing client files where agreement from Fujitsu Services has not been sought or where
Fujitsu Services has declined such agreement
9.2 Post Office Ltd - Reference Data Team
Post Office Ltd RDT shall, without limitation:
a) Process and transmit basic Reference Data changes to Fujitsu Services over routes &
timetables, as specified in the OLA RDS/OLA/001.
b) Supply Reference Data to support advanced change in accordance with specified
standards (see section 0.3)
c) Allocate unique Business Change Request number (Change Control Number), using
prefixes and suffixes as defined in CS/PRD/108, where necessary.
d) Ensure that the content of any file is consistent with the change identifier, prefix and
suffix.
9.3 Post Office Ltd Network Business Support Centre (NBSC)
NBSC shall, without limitation:
a) Provide an interface to log Post Office Ltd Live incidents raised by Post Office Ltd or
Fujitsu Services.
b) Monitor, track and provide updates on Post Office Ltd Live incidents, to resolution.
9.4 Fujitsu Services responsibilities
Fujitsu Services shall, without limitation:
9.4.1 Administration and Control
a) Appoint and communicate to Post Office Ltd the name of an owner for this Interface
Agreement.
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b)
c)
qd)
e)
f)
Measure & report to RDORF the performance of Fujitsu Services processes carried out
under this Interface Agreement.
Participate in the Service Review process, to cover all aspects of the process and its
operation, including the provision of a monthly OBC Reference Data Summary report
which summarises activity for the previous month and the volume of change received over
the previous year.
Review the OBC process, documents and forms to identify and implement improvements
jointly with Post Office Ltd.
Maintain the details of the Fujitsu Services contacts relevant to these processes within the
OBC Product Change contacts list in the OLAs RDS/OLA/001 and PON/OSG/OLA/001
Ensure that all staff involved in the OBC process are aware of their role and
responsibilities
9.4.2. Implementation
a)
b)
c)
d)
g)
h)
i)
Ensure Fujitsu Services staff and suppliers are aware of changes in time to make the
appropriate preparations, where necessary
Where appropriate, review the Postmaster communication/instructions and notify Post
Office Ltd of any amendments reasonably required, before issue.
Communicate issues and exception information to Post Office Ltd, as reasonably
necessary to assist Post Office Ltd, to enable them to manage and control all their relevant
change activity on the Post Office Ltd side of the change interface.
Receive and progress Basic and Help Desk Reference Data change requests through the
Reference Data change procedures
Receive and progress advanced Reference Data change requests. These may be sent
electronically by Post Office Ltd to the OBC Product Change Mailbox or via fallback
routes (e.g. fax)
Assess Advanced Product changes and identify and deliver the change services needed to
satisfy specific changes
Ensure that supporting Fujitsu Services processes are implemented to manage the delivery
of change services
Provide invoices for the completion of work, when appropriate (see section 10.6)
Release correctly authorised changes to meet the Effective Date (see section9.6)
9.4.3 Files & Reference Data
a)
b)
Provide changed Reference Data, Verification and Comparison Reports for Product
Changes in accordance with agreed procedures (see section 0.3)
Provide Reference Data and RDMC reports for Advanced Branch Change
9.4.4 APOP/ADC changes
a)
95
Review all advance requests for new or amendments to APOP or ADC services or
transactions and provide feedback in a timely manner
Help Desk
The Help Desk shall, without limitation:
a) Provide an interface to log Fujitsu Services Live incidents raised by Post Office Ltd or
Fujitsu Services.
b) Monitor, track and provide updates on Fujitsu Services Live incidents, to resolution.
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9.6 Verification, authorisation & release
Note:
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2)
3)
4)
VVV
VV Vv
vv
Vv
Vv
Vv
v
for details of the process (see section 3.3).
Post Office Ltd shall
Verify the OBC form before keying the Reference Data.
Use the MDM system built in validation rules on the Reference Data keyed in.
Verify the Reference Data once it has been keyed, before it is sent to Fujitsu Services.
Fujitsu Services shall
Check that all the Reference Data required for an OBC has been received.
Check that the contents of a file are appropriate for that file / change type
Where appropriate, confirm that the Postmaster communication/instruction is
appropriate
Raise any queries with Post Office Ltd relevant to the progression of an OBC
Produce a Verification and Comparison Report (where necessary) for changes
delivered to the verification counters.
Where possible, confirm that the change works technically, before sending data and
reports to Post Office Ltd for verification.
Post Office Ltd shall
Perform Authorisation
Gain the agreement of Fujitsu Services, where Post Office Ltd wish to release a change
that contains a known deviation from the original intention (including an inappropriate
communication).
Gain the agreement of Fujitsu Services that new or changes to APOP/ADC services or
transactions are acceptable to Fujitsu Services
Fujitsu Services shall
Explain to Post Office Ltd’s reasonable satisfaction any queries which Post Office Ltd
have arising from the validations carried out, or, where the change is part of the
technical implementation, accept responsibility for that element of the change.
Not unreasonably withhold its agreement to release changes which Post Office Ltd
approve as acceptable deviations from the original intention
Release the Reference Data for authorised changes to the live system provided Post
Office Ltd has complied with its obligations set out in section 9.6 paragraph 3
Note: certain changes are pre-authorised. When a pre-authorised change is received by
Fujitsu Services, being identified by the correct naming as described in CS/PRD/108, the
change will be released according to the prescribed schedule for such a change without any
other form of authorisation.
Each party accepts responsibility for those aspects of a change for which it has responsibility
to test.
Post Office Ltd will accept full responsibility for the introduction of or any amendment to
APOP or ADC services or transactions where Fujitsu Services has not been made aware in
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advance of the nature of the change or has been made aware and has not agreed that the
change is acceptable to Fujitsu Services.
Business tests for the purpose of verifying changes to Reference Data are conducted by Post
Office Ltd and are described in OSG/OPS/001. These tests include, where appropriate,
review of Verification and Comparison Reports and the functional testing of Reference Data
on test counters supplied by Fujitsu Services. Authorisation from Post Office Ltd to Fujitsu
Services to release Reference Data is made on the basis of these tests.
10 Orders and exceptions
10.1 Release of Reference Data
The release of Reference Data shall be in accordance with details in document
SVM/SDM/SD/0001 — Reference Data Management Service: Service Description section
2.3.4. Specifically the Agreed Release Date (i.e. Day A) for each change shall be set on the
following principles:
1. The date by which the Reference Data is required to be effective on the counters in the live
estate is the “Effective Date”
2. Where the Authorisation Date is 10 days or less before the Effective Date the Agreed
Release Date will be no later than the next Working Day following Authorisation.
3. For the avoidance of doubt, for Tight Timescale requests in accordance with paragraph
4.2.3.3 of this document, the Agreed Release Date shall be the same as the Authorisation
Date.
4. Where the Authorisation Date is more than ten days before the Effective Date the Agreed
Release Date will be no later than the first Working Day following the tenth day before the
Effective Date
5. If there is more than one set of Reference Data which needs to be released at or about the
same time and in the view of Fujitsu Services releasing all Authorised data would impose a
risk on the delivery of some of that data, in order to achieve maximum distribution by the
Effective Date:
a) the order in which Reference Data will be released will be based on business
criticality of the Reference Data, as assessed by Post Office Ltd and by agreement
with Fujitsu Services
b) anew Agreed Release Date will be agreed for any Reference Data changes which
are delayed as a result of modifying the order of release of the changes
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10.2 Orders
e The receipt in the CS Reference Data team mailbox of the OBC form is the confirmed
request from Post Office Ltd to Fujitsu Services, for Advanced Product
¢ The receipt in an agreed mailbox of the OBC form is the confirmed request from Post
Office Ltd to Fujitsu Services, for Advanced Branch Changes.
e The receipt of a Reference Data file containing only Basic (Class 1 or HD Reference Data)
in the RDMC, is the confirmed request for change from Post Office Ltd to Fujitsu
Services.
e The receipt of a correctly completed Authorisation Form from Post Office Ltd is the
confirmed authorisation to release the change.
e The receipt of pre-authorised change files (e.g. Migration Special, Pure Basic, HD, branch
change) clearly identified as such and containing that type of change, is the authorisation
for release of the changes.
© Requests for non-OBC changes (i.e. those not defined in the RDCC), unless agreed by all
parties in advance of any update to the RDCC, will not be accepted and need to be
submitted as a formal (non-OBC) request to Fujitsu Services. However, the change
request may also initiate an update to the RDCC so that new changes are introduced to the
OBC process, where agreed. In many cases once a formal request has been approved the
delivery mechanisms will be the same as, or similar to, those used for OBC.
10.3. Exceptions
Exceptions, e.g. to volumes or lead-times, will be processed using available resources without
any guarantee of service delivery. Both Post Office Ltd and Fujitsu Services shall notify the
other party when a request is recognised to be an exception.
Note: An agreed Deviation to the Service (e.g. Reference Data necessary for the
implementation of a new system release such as Network Banking) is not an exception.
Post Office Ltd may wish to change the priority of an exceptional change so that it is given
preference over normal changes. In this instance the agreed lead-times may be extended pro
rata for displaced activities.
10.4 Errors and Rework
The Volume of Reworks for BAU changes is included in the limits quoted in section 7.1 above
but is expected to be a maximum of 30 per month for BAU changes. This section relates to
errors or rework for both Product and Branch Reference Data, where appropriate.
10.4.1 Recording Pre-Live Incidents
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All observed errors will be recorded as pre-live incidents in accordance with the OLAs
RDS/OLA/001 and PON/OSG/OLA/001. The change will be suspended awaiting corrective
action, potentially delaying the achievement of that milestone for all changes affected by the
error. For example, a file containing records that are rejected will not be processed until the
rejected records are corrected and any other change which is in any way associated with the
rejections may also be delayed. Where the achievement of a milestone is at risk, corrective
action will be taken by the appropriate party or parties, by agreement, in order to achieve the
final milestone, where possible.
A pre-live incident will be raised for late deliverables.
If the Start Date or Effective Date contained within the Reference Data record is not future
dated or is set to a date prior to the Required Date a pre-live incident may be raised i.e. the
Start Date/Effective Date is either prior to the date on the OBC form, or is not consistent with
the overall lead-times (see section 8.3).
If it is known that the final milestone will not be achieved, or an alert has been requested and
the data is being released and will become active on the following day an Alert may be
necessary as described in section 2.5.
Pre-live incidents are recorded on the Peak system used internally by Fujitsu Services Ltd. As
some Peak’s relate to work required by Post Office Ltd it is necessary for Post Office Ltd to
have visibility of Peak data. Details of the passing of information between Fujitsu Services
and Post Office Ltd are shown in Appendix B — Peak control between Fujitsu Services
and Post Office Ltd.
10.4.2 Rework categorisation and thresholds
Rework files are files which are, or appear to be, either Amendment files or Error Corrections
files to a change that is currently being progressed. They necessitate additional activity by all
parties and as such may have an impact on lead-times.
Appropriate steps shall always be taken to establish and eliminate the root cause of Rework.
This will be monitored by the RDORF
10.5 Escalation
Disagreements about the service e.g. whether a change is exceptional, will be raised, and
wherever possible resolved, at the RDORF. If agreement cannot be reached at the RDORF,
either party may invoke formal escalation mechanisms.
10.6 Charging
e AP Client Take-On (including ADC and APOP) is charged as specified in the Agreement
¢ Deviations to the service will be charged as per the Commercial Terms.
© Invoices will be raised and paid in accordance with the Agreement.
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11 Appendix A: Standard Changes - Details
Section 4.2.1 gives details of the hierarchy of changes which are Standard Changes. The
complete list of changes applicable to each type can be found in the Reference Data Change
Catalogue . Below is a representative sample of the changes for each type.
N.B. It should be noted that whilst a change may fall into a specific category if there is an
associated change which falls into a different category with a longer lead time on which the
first change is dependent, both changes will adopt the category of the second change.
11.1 Product Changes
11.1.1 Basic - Pure
Increase product availability (non-core)
Change clerk instructions
11.1.2 Basic — High Risk
Change product price
Revaluation
Change min/max quantity/value
Change whether voidable or reversible
Change between existing methods of payment
Change product names
Cease Item Transaction Mode for a product
Restart Item Transaction Mode for a product
Change ability to print receipt
Add routing gateway (NWB/DCS)
Change name only — in routing gateway (NWB/DCS)
Change Bank name only - in Issuer Scheme (NWB/DCS)
Add Banking Operation (when associated item already exists) (NWB/DCS)
Change presentation sequence override only - in Banking Operation (NWB/DCS)
Add method of entry (NWB/DCS)
Change method of entry (NWB/DCS)
Add IIN range for existing non Chip and Pin bank card (NWB/DCS)
Change IIN range for existing non Chip and Pin bank card (NWB/DCS)
[DN: Please see note regarding Chip and PIN in section 11.1.6]
Add/Amend/Cease End of Session prompt (not button related)
Add/Amend/Cease Transaction Prompt
Disable/Enable End of Session prompts at specified branch(es)
Disable/Enable Transaction prompts at specified branch(es)
Update Postmaster’s remuneration details
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PAF monthly update
Note: the data centre activity for delivering the PAF update into the Live
BRDB only occurs on Sundays. In order to minimise the delay in getting the
monthly update into the Live service it is important that the update is received
by RDT no later than midday on a Friday so that the release to Live can be
achieved by the following Friday. If the update is not submitted to RDT by this
time release may not be possible for a further week.
11.1.3 Advanced Simple
Non core product becomes core
Change use of additional fields
11.1.4 Advanced Standard
Change discount indicator (not used)
Change value to non-value stock
Change client name — non AP
Change calendar
Remove AP client
Change pick-list for existing product
Changes to Postal Services
Changes to Menu Hierarchy
11.1.5 Advanced Complex
Add new product - non value stock
Add new product - make value stock available to rem-in
(up to 6 weeks prior to it being made available for sale)
Change screen layout (Menu Hierarchy)
Change accounting node
Add Item Transaction Mode with Item Transaction Mode Code
Change Picklist ordering:
Add/Change/Remove non-value stock product group ordering
Change non-value stock item ordering within product group
Add/Change/Remove advice notes product group ordering
Change advice notes item ordering within product group
11.1.6 Advanced Complex Extended
Changes to reports text fields or content which can be achieved directly using Fujitsu
Services Reference Data.
Note: The majority of changes to HNG-X reports and receipts, with the exception of
ADC receipts, can only be achieved by code changes and are therefore subject to a
Change Request This mechanism within the OBC processes is limited to those
changes which can be made through Reference Data only and requests for such
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11.2
11.2.1
11.2.2
changes not currently listed in the Reference Data Change Catalogue must be
confirmed with Fujitsu Services prior to raising the OBC. As changes of this nature
are identified they will be added to the Reference Data Change Catalogue.
Network Banking and Debit Card Service changes other than those listed in Basic
High Risk.
Change routing gateway — physical (name only change is categorised as HR)
Add Issuer Scheme
Change Issuer Scheme (change to Bank name only is categorised as HR)
Add Banking Operation (when associated item does not exist)
Add NWB Card
Change NWB Card
Add NWB Token Element
Change NWB Token Element
Add IIN range for existing bank card (NWB/DCS)
Change IIN range for existing bank card (NWB/DCS)
Note: The introduction of all Network Banking entities and amendments to them, with
the exception of those noted in Basic — High Risk, will be Advanced Complex
Extended It should be noted that in the future additional checking of Network
Banking Reference Data may be deemed to be necessary, in a similar fashion to that
currently used for AP, in which case lead-times will need further consideration.
The introduction of Chip and PIN functionality means that changes of ITN for Chip and
PIN cards now fall into this category due to the fact that IIN data is also held in the
PinPAD and amendments to PinPAD data require action from Fujitsu Services. Any
other changes to data held in the PinPAD will also fall into this category.
Branch Changes
HelpDesk (HD)
Low risk changes to branch details — e.g. telephone number
Advanced
Higher risk changes to branch details e.g.
¢ Opening times (no physical changes to branch)
¢ Refurbishments, branch opening/closure, relocations (physical activity
required and therefore Reference Data needs to be dovetailed with this
activity)
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12 Appendix B - Peak control between Fujitsu Services
and Post Office Ltd
Please note that the Peak system has replaced the previous system called PinICL however the
two names are often used interchangeably.
This section describes the agreed mechanisms for passing Peak’s from the Fujitsu Services
Peak system to Post Office Ltd and entering responses from Post Office Ltd into the Peak
system. The passing of data between the organisations is necessary because Post Office Ltd
do not have direct access to the Peak system.
The interface for all Peak’s relating to Reference Data for both the Live service and data
provided by Post Office Ltd to support new facilities required by Change Request is the
Fujitsu Services Reference Data Team (RDT).
All Peak’s which need to go to Post Office Ltd will be routed (Peak term) to the RDT team
for onward transmission (in practice the largest number of Peak’s destined for Post Office Ltd
are raised by RDT).
When RDT receive a Peak to be sent onwards the Peak is routed to the appropriate Post
Office Ltd team. In Peak terms these teams are:
POCLRefDataRDO _ [issues arising from MDM system or POLRDT (Chesterfield) keying]
POCLRefDataOSG __ [issues arising from EPOSS data]
POCL-LRDP [issues arising during Live Reference Data Proving]
POCL-Test-Data [issues arising with data provided specifically for testing]
Please note that these identities were created when the Post Office Ltd name was POCL and
the teams were as described by the names. Whilst the company name and the individual team
names have changed the use of these Peak names will not be changed as they are for routing
purposes only.
Once the Peak has been routed within the Peak system itself RDT will create an e-mail and
copy in the contents of the Peak on to the e-mail. The subject line in the e-mail must contain
the word ‘Peak’ and the number of the Peak for ease of recognition.
On a periodic basis (at least monthly) RDT will provide a listing of outstanding Peak’s to all
interested parties. RDORF monitors Peak trends and Peak’s outstanding to ensure that issues
are addressed in a timely fashion.
Post Office Ltd must always explicitly respond to the Peak and not rely on the delivery of any
data to be the notification of an update to the Peak.
When RDT receive the explicit response, the Peak will be updated, in most cases by copying
the data in the e-mail into the Peak system. If the response indicates that no further action will
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be undertaken by Post Office Ltd the Peak will be routed to the originating team. RDT will
advise the originator of the response that the Peak has been removed from the POCL stack.
Under some circumstances a Peak may be necessary to show that a problem has occurred but
where no further action is required from Post Office Ltd e.g. where a file has been sent to
RDMC twice. In order to record that the problem occurred RDT will create a Peak, route it
to the relevant Post Office Ltd team and immediately route it back to RDT and, in most cases,
close the Peak. A copy of the Peak will be sent to the relevant team in Post Office Ltd.
13. Appendix C — Reports and Receipts documentation
With the introduction of HNG-X the original single CCD DES/GEN/SPE/0004, which
held information on all Reports and Receipts was split into 4 parts,
DES/GEN/SPE/008 — HNG-X Branch and Counter Reports, DES/GEN/SPE/0009 —
HNG-X Receipts, Slips and Labels, DES/GEN/SPE/0010 — HNG-X Banking, Debit
Card and ETopUp Receipts and Texts and DES/GEN/0010 — HNG-X AP and ADC.
Receipts. The last two of those documents (DES/GEN/SPE0010 and
DES/GEN/SPE0011) are no longer CCD’s because the majority of changes that
occur within them are as a direct result of business as usual changes managed by
this Interface Agreement.
Because the rate of change can be very variable the documents are not always
issued for review and approval for each individual change however it is also
essential that the people who need to use them to make change have the latest
working version available to them.
The process for update will therefore be:
> for each amendment, or group of amendments to either document a new draft
version will be produced and lodged in the FJS Dimensions system. For
information purposes a copy of this version will also be circulated to an
agreed list of recipients. This will include the Post Office Reference Data
Team in Bracknell and therefore anyone in Post Office who requires visibility
of the latest version should ensure that they contact this team.
when the number of draft versions becomes excessive (e.g. 9) or no further
amendments are expected for the anticipated period required to gain sign off
of the updated document, the document will be sent out for formal review
Vv
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