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FUJITSU Operational Business Change - Product
FUJITSU RESTRICTED (COMMERCIAL IN CONFIDENCE)
Document Title: Fujitsu Services / Post Office Ltd Interface Agreement for Operational
Business Change - Reference Data
Document Type: Interface Agreement
Release: Release Independent
Abstract: 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.
Document Status: APPROVED
Author & Dept: Adam Woodley, Reference Data Service Manager, Post Office Account,
Fujitsu
External Distribution: As per reviewers and approver lists
Approval Authorities:
Name. Position Date
Steve Parker Fujitsu Services Post Office Account SSC See Dimensions for record
Manager
Sue Holder For Post Office Ltd: Client Service Manager See Dimensions for record
for Information Services, Atos
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details..
0.4 Associated Documents.
0.5 Abbreviations/Definitions.
0.6 Changes in this Version.
0.7. Changes Expected...
1 SUMMARY SHEET...
2 INTRODUCTION
2.1 Intent of Interface Agreement...
2.2. Maintenance of this Interface Agreement. 17
2.3 Future Developments...
2.4 Service Management Policy.
2.5 Alerting when product data is at risk of late delivery.
2.6 Contractual obligations with respect to NBS.
2.6.1 Extensibility... fee
3
3.1 Interfaces.
3.2. Service Level Targ
3.3. Operational Business Change processes for Reference Data Change..
3.3.1 Process Diagram. .
3.3.2 Process Steps.
3.4 Operational Busin
4 TYPES OF CHANGE
4.1 Introduction...
4.2 Product Changes.
4.2.1 Standard Chang
4.2.2 AP (including ADC and APOP).
4.2.3 Fast-track change:
4.3 Branch Changes..
4.3.1 HelpDesk.
4.3.2 Advanced.
5
5.1
5.2
5.3
5.4 Advanced Simple.
5.5 Advanced Standard
5.6 Advanced Complex.
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5.7 Advanced Complex Extended.......
5.8 AP and ADC Client Take-On and APOP..
5.9 Basic Express...
5.10 Migration Speci
“a1
Tat
6 LEAD-TIMES FOR BRANCH CHANGES.
VOLUME OF CHANGE.. 43
7.1 Committed volumes..
8 DELIVERABLES...
8.1 Post Office Ltd to Fujitsu Service:
8.2 Fujitsu Services to Post Office Lt
8.3 Future Dating.
9 ROLES & RESPONSIBILITIEG.............
9.1 Post Office Ltd —- General...
9.1.1 Administration and Control.
9.1.2 Implementation.
9.1.3
1.
Files & Referenct .
9. APOPIADC changes...
9.2 Post Office Ltd - Reference Data Tea
9.3 Post Office Ltd Network Business Support Centre (NBSC)
9.4 Fujitsu Services responsi
9.4.1 Administration and Control.
9.4.2 Implementation...
9.4.3 Files & Reference Dat
9.4.4 APOP/ADC changes.
9.5 Help Des!
9.6 Verification, authorisation & releas:
10 ORDERS AND EXCEPTIONS
10.1 Release of Reference Dat .49
10.2 49
10.3 50
10.4 . 50
10.4.1 Recording Pre-Live Incidents. . 50
10.4.2 Pre-live Incident Management
10.5 Escalation..
10.6 Charging
11. APPENDIX A: STANDARD CHANGES - DETAILS.
11.1 Product Changes......
11.1.1. Basic - Pure...
11.1.2 Basic — High Risk.
11.1.3. Advanced Simple.
11.1.4. Advanced Standard.
11.1.5 Advanced Complex.
11.1.6 Advanced Complex Ex
11.2 Branch Changes..
11.2.1 HelpDesk (HD
11.2.2 Advanced...
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12 APPENDIX B - PEAK CONTROL BETWEEN FUJITSU SERVICES AND
POST OFFICE LTD... .ececesesceeesecseeseseessceeeeseeaeeaseeesesaeeaeeesenseseesaesaueaseessenesseseeseeeeneeeees 56
13. APPENDIX C —- REPORTS AND RECEIPTS DOCUMENTATION............::::000+ 57
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0.2 Document History
Version I Date Reason for Issue Associated
No. CCN No.
14.1 07/04/2010 I Changes for HNG-X — CP4143
15.0 03/06/2010 I 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 I Approved Version.
16.1 16/08/2013 I Updated to reflect changes to the Reference Data
Management Service: Service Description v2.2.
17.0 06/09/2013 I Approved version CCN1348
17.1 15/07/2015 I Post Office move from Bracknell to Winnersh:
P1540 - Transition of Information Services (POL CP1540 (CT1798)
Ref Data Team) to Atos.
Bate) imelomanteton maton Services (Ref P1608 (CT1860)
17.2 09/02/2016 I Review comments from version 17.1
Updated for CP1734: Information Services unit CP1734 (CT1997)
transfer from Post Office - Configuration changes &
Redirection, testing and contractual documentation
updates (Reference Data, Receipt Template and
Message Broadcast Services).
18.0 10-Oct-2016 I Approval version
0.3 Review Details
Review Comments by :
Review Comments to : Originator & Document Management
Mandatory Review
For POL: Information Services Manager (Atos)
Sue Holder
Senior Commercial Manager
Carol Dunford
Service Architect
Phil Boardman
SSC Manager
Steve Parker; ssedm(~
Transition Lead
Muhunda Satchithananda
Chief Architect
Torstein Godeseth
Optional Review
Commercial Team
*, Krishna Topan; Post Office Account Commercial Mailbox
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Document Manager Matthew Lenton*
Customer Requirements Business Analyst Steve Evans
Customer Solution Architect (Reference Data) Alan Holmes
OBC Team Leader (Branch) Chris Bourne
Issued for Information — Please restrict this
distribution list to a minimum
(* ) = Reviewers that returned comments
0.4 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 - Fujitsu
Reference Data Services
2. I RD/CCL/001 24 Reference Data Change Catalogue (RDCC) 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 Reference I Post
Data to Fujitsu Services Limited Office Ltd
4. I Intentionally empty
CS/PRD/048 Changing Reference Data to Tight Timescales
6. I SVM/SDM/STD/0001 Fujitsu Services / Post Office Ltd Operational I Fujitsu
Business Change — HNG-X Branch Interface Services
Agreement
7. I RDS/OLA/001 Reference Data — Post Office Ltd / Pathway Post
Operational Level Agreement Office Ltd
8. I PON/OSG/OLA/001 PON OSG / ICL Pathway Operational Level Post
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 ETopUp Fujitsu
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: Service I Fujitsu
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[ 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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0.5 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.
Advanced Change I Product and Branch Business changes available through the OBC processes that
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 order
Complex Change _ I for Fujitsu Reference Data to be created.
Advanced Product Change that requires advance notice to be given to Fujitsu Services in order
Complex for Fujitsu Reference Data to be created, also requires additional validation/verification
Extended Change I above that needed for Advanced Complex Change
Advanced Simple I Product Change that requires advanced notice to be given to Fujitsu Services, where
Change 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 Product Change that requires advanced notice to be given to Fujitsu Services, where
Standard Change _ I the additional activities required do extend the lead-time for that OBC, but the change
does not require Fujitsu Reference Data.
After the event Changes which need to be made to complete an OBC, but are not needed before the
changes release of the OBC e.g. documentation updates.
Agreed Release For each delivery of Reference Data that is to be released to the live estate Post
Date 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
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.
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 ADC
change 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. PODG files)
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Authorisation Date I 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 A document that is sent from Post Office Ltd to Fujitsu Services to say the following
Form for the named Product Change OBC.
e The Verification Report has been checked.
* The Verification Counters have been tested and:
ia The Identity and Name of the Business Test performed to verify the
changes,
va The Date and Time the Business Test was conducted,
va The Name of the person who conducted the Business Test,
» The Conclusion of the Business Test, whether Pass or Fail,
. If Fail, the Failure Reason and Mitigating Action
. 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 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 authorised.
Change
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 1 Reference Data.
BCR Business Change Request (referred to in MDM as “Change Control Number”). A
unique identification number for an OBC.
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Branch Term used to refer to individual post offices.
Branch Changes _I Changes to Branch information available through the HNG-X system implemented
wholly, or in part, through changes to Reference Data
Branch Code Unique identity for a branch
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.
ccD Contract Controlled Document
CCN Change Control Note as defined in the Contract.
Change Type For example, Basic Pure, Advanced Simple, Advanced Complex, AP etc.
Chip & PIN Technology used on bank cards
Class 1 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 Data (Basic
Changes) can be implemented by Fujitsu Services without advance notice. Class 1
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. Also see Delta Report.
CR Change Request as defined in the Contract
cTO Client Take-On (AP)
DCS Debit Card Service
Delta Report The output from Fujitsu Services HNG-X database which identifies changes to be
implemented to the HNG-X counter reference data. It provides information to Post
Office Ltd for verification purposes.
For the purposes of brevity, where a Comparison Report is produced it should be
assumed that a Delta Report will also be made available.
Delta reports are made available to Post Office Ltd for verification purposes from both
the RDT rig and the Live environment.
Also see Comparison Report.
Deviation to the A single instance of an agreed variation to the workload which falls outside of specified
service levels.
Effective Date The date on which any Reference Data is required to be effective on counters in the
live estate.
Note: Type A 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
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
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the OBC processes. (see also Pre-Live Incident Management)
Error correction A file containing records for the purpose of correcting errors to previously received
file 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’.
Fujitsu reference I Type C, Type F, Type G, Type X reference data and PAF data. Requests are
data delivered electronically but require Fujitsu processing.
HD (Basic) Reference Data changes are ‘HD’ when the change is relevant in Fujitsu Services only
to the HelpDesk e.g. telephone number.
HNG-A Horizon Anywhere (replacement for HNG-X counter).
HNG-X Horizon Online. The Windows NT4 counter.
Horizon Online The name often used within Post Office Ltd for HNG-X
HR (Basic) Reference Data changes are ‘HR — High Risk’ when verification is required by Post
Office Ltd (but are not subject to advanced notification).
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.
MDM Post Office Master Data Management system — replaced RDS (Reference Data
System)
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.
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, Excel spreadsheets
OLA Operational Level Agreement
PAF Post Office Address File
Peak An incident recording system used within Fujitsu Services
PLU Product Look Up
PM Postmaster
PODG Post Office Data Gateway
POL Post Office Ltd
POLRDT Post Office Ltd Reference Data Team (Winnersh & Chesterfield) responsible for the
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supply and keying of Reference Data from POL to Fujitsu Services
Post Office Type A (MDM) and Help reference data, transmitted electronically to Fujitsu's RDMC
reference data over an automated interface.
Postal Services Part of the counter application which provides the ability to calculate costs and
services when items are posted
Pre-authorised A pre-authorised change is a Reference Data change that by agreement (see section
change 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 The occurrence and resolution of an incident, which is observed during Reference
Management 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
RDT Fujitsu Services Reference Data Test rig
Release Day The day on which Reference Data is Released to the live system.
Released to the Reference Data released by Fujitsu Services into the TMS agent. The end point for the
live system process defined in this document. The SLT (see section 3.2) covers the delivery of
Reference Data to the branches.
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.)
SLT Service Level Target as defined in the Contract
ssc SSC Software Support Centre.
3rd line application support & Reference Data Service.
SSK Self Service Kiosk
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.)
TS: Transaction Management Service.
Type A Data transmitted electronically from MDM to RDMC over an automated interface.
Type C Data prepared by Fujitsu Services. (APOP only)
Type F Data delivered to counters in files
Type G Data delivered in files to host platforms, which becomes effective overnight after
Authorisation.
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Type X Data prepared by Fujitsu Services
Unauthorised An OBC that has been released to the live environment but has not been authorised.
change
Unit of Release
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 that
(Validate) 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 that
(Verify) expected and fulfils the requirements of the business — activity performed by Post
Office Ltd.
Verification Anon-live HNG-X counter provided to Post Office Ltd to which OBCs are applied in
Counter order for Post Office Ltd to verify the change, before its release to the live estate.
Verification Report
A report produced from the RDMC to show which Reference Data records have
changed.
Working weekdays I 9am to 5pm, Monday to Friday, excluding English Public Holidays.
Terms defined in thi
1e Contract shall have the same meaning where used in this CCD
0.6 Changes in this Version
Version Changes
17.1
- General — “Fujitsu reference data” to describe Type C, Type F, Type G, and
Type X reference data.
- Section 0.5 - deleted unused abbreviations.
Post Office move from Bracknell to Winnersh:
- CP1540 - Transition of Information Services (POL Ref Data Team) to Atos.
- CP1608 - Transition of Information Services (Ref Data) — Implementation
Attempt to improve document clarity by:
- General — removed Type B reference data, added Type G reference data.
- General — “Post Office reference data” to describe Type A (MDM) and Help
reference data.
- Section 4.2.3.3.4 — Tight Timescales ‘Authorisation’ required 7pm (from
7:30pm).
- Section 5 - ‘Authorisation’ and ‘Release change’ activities amended to 4pm and
5pm (from 8pm), to reflect (a) need for manual activity, (b) Service Availability
(SDV/SDM/SD/0013, section 3.1.3), and (c) overnight schedules starting at
7:30pm.
- Section 7.1 — removal of Work Index (which has never been used).
- Section 12 - updated for use of Peak
Formal comments are politely requested only against changes made in v17.1 so
that CS/PRD/058 can be aligned with SVM/SDM/SD/0013 v3.1.
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17.2 Review comments.
Updated for CP1734: Information Services unit transfer from Post Office —
Configuration changes & Redirection, testing and contractual documentation
updates (Reference Data, Receipt Template and Message Broadcast Services).
0.7 Changes Expected
Changes
Review comments on changes.
Review for SSK on RDT rig if / when CP1141 (CT1318a) progresses.
Review for HNG-A counters on RDT rig if / when requested.
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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 Definition Lead-time
(see section 4) I (working
g i weekdays)
Product Standard: Post I Fujits I Total
Offic I u
eLtd I Servi
ces
Basic Change - Type A Reference Data only (no Post Office Ltd verification I 4 1 5
Pure required)
Basic Change — Type A Reference Data only (Post Office Ltd verification is I 6 4 10
High Risk required)
Advanced Type A Reference Data, plus after-the-event changes 6 4 10
Simple Change
Advanced Type A Reference Data, MIS change & Fujitsu Services 9 5 14
Standard Change testing required
Advanced Complex I Change that requires Fujitsu Reference Data from Fujitsu 14 1 25
Change Services
Advanced Complex I Change that may require Fujitsu Reference Data from 14 16 30
Extended Change Fujitsu Services or may 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 change 1.5 0.5 2
specific Reference Data quickly.
Migration Special An addition to the non-core product mappings fora branch, I 0.75 I 0.25 I 1
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
Business Critical I An advanced change which requires shorter lead time than I Agreed when
Advanced Change would normally be required for such a change requested
Live Fix A change to correct a live incident. (ref. section 4.2.3.4 and I Defined in OLAs
10.4). RDS/OLA/001 and
PON/OSG/OLA/0O
1
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Branch:
Help Desk (HD) Type A Reference Data only (no Post Office Ltd verification I Defined in
required) SVM/SDM/STD/00
01
Advanced Type A Reference Data only to support more complex Defined in
changes in branches (e.g. relocation). May require Post SVM/SDM/STD/00
Office Ltd verification. 01
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,
« 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.
Throughout this document, reference to Post Office should be read ‘Post Office, or their nominated
representative.’ Atos are a nominated representative.
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.
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.
« 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.
* 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.
« Continuously improve the scope and effectiveness of Business and System test
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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:
e to provide warning to relevant parties in Post Office Ltd and Fujitsu Services, that there is
tisk of critical reference data not being available at branches the following day
e to allow appropriate contingency to be invoked against that risk where lack of the data
would cause critical problems
The process follows the following stages:
« POLRDT (Winnersh) would indicate to SSC (on the authorisation form) that Post Office Ltd would
wish to be informed of overnight processing problems
e SSC would inform Post Office Account 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 Post Office
Account duty manager of the problem who 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
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(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 Fujitsu
Post Office Sevices Post Office Senices
Ltd process I alee I Ltd process I oe
“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
* 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.
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.
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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.
Asummary 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
APOPIADC changes).
3.3.1 Process Diagram
Note: feedback loops exist at all stages for error correction, but are not shown.
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Operational Fcus
& Physical
stock ete
“Pre-live”
OBC
request
Post Office Ltd
Operational Focus
ete
Fujitsu Services
Fujitsu Services
Post Office Ltd
OBC
request
POL RDT (Chesterfield)
Unautho rised Fujitsu
Services
Authorised.
Post Office
Ltd
Fujitsu
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3.3.2 Process Steps
Step Taken by _ I 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 product.
change
1 I Take actions I Post Office Ltd I The relevant unit in Post Office Ltd identifies if the change is
to implement a Basic Reference Data change, or an Advanced OBC
the changes change.
The relevant unit raise the required OBC forms to:
e Request Post Office Ltd Reference Data Team
(Winnersh) to change the Reference Data (for both Basic
and Advanced Changes)
« Where necessary POLRDT (Winnersh) 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 (Winnersh) confirm the change
requested is an Advanced OBC change and request Fujitsu
Services to make the change.
Post Office Ltd RDT (Winnersh) 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. Post Office Ltd Post Office Ltd RDT changes the Reference Data in Post
Data system I RDT Office Reference Data System to meet the OBC requested
& send to (Chesterfield) and send it to Fujitsu Services and other users within Post
Fujitsu Office Ltd.
Services N.B. This step is not used where no MDM data is required
3 I Generate Fujitsu Services I Fujitsu Services receives the Reference Data from Post
Change and Office Ltd RDT (Chesterfield) (for all changes) and receives
Validate the OBC form and necessary additional information from Post
where Office Ltd RDT (Winnersh) (for Advanced Changes).
necessary Fujitsu Services initiates any required internal actions e.g.
ensure Reference Data is appropriate for the OBC requested
as defined in the RDCC, generate Fujitsu 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 (Winnersh) 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
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(Winnersh) for authorisation, as they are pre-authorised by
Post Office Ltd.
4 I Verify & Post Office Ltd Post Office Ltd RDT (Winnersh) undertake OBC counter and
authorise RDT (Winnersh) I report verification (as appropriate) and confirm the change as
completed delivered is the change required, and authorises the release
change of the OBC to the live estate.
Post Office Ltd RDT (Winnersh) 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 Services I Where appropriate, Fujitsu Services reviews, and responds
Operational to, all relevant Operational Focus or other update articles
Focus before publication and distribution (when required) to confirm
articles 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 Services I Fujitsu Services releases Reference Data for all authorised
delivered to 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).
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:
1. Post Office Ltd submit Reference Data via MDM to RDMC
2. Fujitsu Services produce reports and send them to the relevant Post Office Ltd unit
3. Fujitsu Services release the data no earlier than 48 hours after receipt
4.
Post Office Ltd check reports and if errors are found submit a fresh change
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5. 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.
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 Post Office Ltd to send an OBC form to Fujitsu Services. 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 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
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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) 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 Fujitsu Reference Data 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 differentiates 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 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.
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Notes on AP/ADC and APOP change:
* 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
« 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 PODG gateway) may have similar effects.
For this reason APOP/ADC changes may be subject to advance notification 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).
The limits for use are:
© 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 (Winnersh) 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
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three calendar days. It is Post Office Ltd's responsibility to provide any additional notification
required to users.
x 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.
© 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:
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*® an emergency situation where normal lead-times cannot be adhered to because of legal
circumstances outside of Post Office Ltd control, or
e to 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
e 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
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.
c) 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 e.g.
* 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.
« 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:
5 4 -3 -2 -1 ie) +1
Price / Button
Interim product
Interim product name introduced
introduced as introd ced as details at a later
standard change os enti 0 ny introduced date asa
with interim change with as Basic standard
values Express change
interim values
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
release
be recognised that the ability of the end to end process to produce, check, authorise and
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 late stage (e.g. 4 p.m. on
a budget day).
On the
The time to key the data into the MDM system, extract and transmit to Fujitsu Services must
be considered (probably a minimum of 1 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 SSC 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 (Winnersh)
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 7:00 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.c
Changes to Fujitsu 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.
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 4:30 p.m. for
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a change to be checked by report and 2:30 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 Reference Data Team and
Fujitsu Services SSC) 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 1 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 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
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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 section 4.2.
These lead-times apply for the volumes given in section 7.
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)
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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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 Duration Result Milestone Owner
Business generates 1 day Deliver OBC to Post Office Day 1 (6pm) Post
change Ltd Office Ltd
Post Office Ltd processes 1 day Deliver Reference Data to Day 2 (6pm) Post
change POLRDT (Chesterfield) Office Ltd
POLRDT (Chesterfield) 2 days Send to Fujitsu Services Day 4 (8pm) Post
input Reference Data Office Ltd
Fujitsu Services System Available to Fujitsu Day 5 (8am) *
processes Services
Fujitsu Services process 1 day Release change Day 5 (5pm) Fujitsu
change (release day) 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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5.3 Basic — High Risk
Changes that involve changing Type A Reference Data or Help Data only and require verification.
End-to-End lead time = 10 working days.
Action Duration Result Milestone Owner
Business generates 1 day Deliver OBC to Post Office Day 1 (6pm) Post
change Ltd Office Ltd
Post Office Ltd processes 1 day Deliver Reference Data to Day 2 (6pm) Post
change POLRDT (Chesterfield) Office Ltd
POLRDT (Chesterfield) 2 days Send to Fujitsu Services Day 4 (8pm) Post
input Reference Data Office Ltd
Fujitsu Services System Available to Fujitsu Services Day 5 (8am)
processes
Fujitsu Services process 2 days Deliver Reference Data to Day 6 (6pm) Fujitsu
and validate change Post Office Ltd Services
Fujitsu Services generate 2 days Deliver Reports to Post Day 8 (6pm) Fujitsu
RDMC verification & Office Ltd Services
comparison reports
Post Office Ltd check 2 days Notifies Fujitsu Services of Day 10 (4pm) I Post
reports and verify change authorisation Office Ltd
Fujitsu Services process Immediate Release change Day 10 (5pm) I 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 1 day Deliver OBC to Post Office Day 1 (6pm) Post
change Ltd Office Ltd
Post Office Ltd processes 1 day Deliver notification to Day 2 I Post
change Fujitsu Services (6pm) I Office Ltd
Post Office Ltd processes 1 day Deliver Reference Data to Day 2 Post
Reference Data POLRDT (Chesterfield) (6pm) Office Ltd
POLRDT (Chesterfield) 2 days Send to Fujitsu Services Day 4 Post
input Reference Data (8pm) Office Ltd
Fujitsu Services System Available to Fujitsu Services Day 5
processes (8am)
Fujitsu Services process 2 days Preparations complete Day 4 I Fujitsu
request for change (6pm) I Services
Fujitsu Services 2 days Deliver Reference Data to Day 6 Fujitsu
processes Reference Post Office Ltd (6pm) Services
Data and validate change
Fujitsu Services generate 2 day Deliver Reports to Post Day 8 Fujitsu
RDMC verification & Office Ltd (6pm) Services
comparison reports
Post Office Ltd check 2 days Notifies Fujitsu Services of Day 10 Post
reports and verify change authorisation Office Ltd
(4 pm)
Fujitsu Services process Immediate Release change Day 10 Fujitsu
authorisation (release day) (5 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 managing additional
information, MIS updates or testing.
End-to-End lead time = 14 working days.
Action Duration Result Milestone Owner
Business generates 1 day Deliver OBC to Post Day 1 (6pm) Post
change Office Ltd Office Ltd
Post Office Ltd processes 1 day Deliver notification to Day 2 Post
change Fujitsu Services (6pm) I Office Ltd
Post Office Ltd processes 2 days Deliver Reference Datato Day 4 Post
Reference Data POLRDT (Chesterfield) (6pm) Office Ltd
POLRDT (Chesterfield) 3 days Send to Fujitsu Services Day 7 Post
input Reference Data (8pm) Office Ltd
Fujitsu Services System Available to Fujitsu Day 8
processes Services (8am)
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 Services
(6pm)
SSC validate change 1 days Deliver Reference Data to Day 10 Fujitsu
Post Office Ltd Services
(6pm)
Fujitsu Services generate 2 day Deliver Reports to Post Day 12 Fujitsu
RDMC verification & Office Ltd (6pm) Services
comparison reports PI
Post Office Ltd check 2 days Notifies Fujitsu Services Day 14 Post
reports and verify change of authorisation Office Ltd
(4 pm)
Fujitsu Services process Immediate Release change Day 14 Fujitsu
authorisation Services
(release day) (5 pm)
Amend MIS mapping 1 day Day 14 Fujitsu
(5pm) Services
Update documentation Varies Day 12+ Fujitsu
Services
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Delivery to Counters following release is as described in section 3.2.
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5.6 Advanced Complex
Changes that require updated Fujitsu Reference Data.
End-to-End lead time = 25 working days.
Action Duration Result Milestone Owner
Business generates 2 days Deliver OBC to Post Day 2 (6pm) Post Office
change Office Ltd Ltd
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 Data Day 6 Post Office
Reference Data to POLRDT (6pm) Ltd
(Chesterfield)
POLRDT (Chesterfield) 5 days Send to Fujitsu Services Day 11 Post Office
input Reference Data (8pm) Ltd
Fujitsu Services System Available to Fujitsu Day 12
processes Services (8am)
Fujitsu Services 2 days Preparation complete Day 13 Fujitsu
processes request for (6pm) Services
change
SSC Create Fujitsu 5 days Ready for validation Day 18 Fujitsu
Reference Data (6pm) Services
SSC Validate changes 2 days Deliver Reference Data Day 20 Fujitsu
to 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 Day 25 Post Office
reports and verify change of authorisation Ltd
(4pm)
Fujitsu Services process Immediate Release change Day 25
authorisation (release day) (6pm)
Amend MIS mapping 1 day Day 25 Fujitsu
(5pm) Services
Update documentation Varies Day 25+ Fujitsu
Services
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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 Fujitsu Reference Data and/or extended validation/verification.
End-to-End lead time = 30 working days.
Action Duration Result Milestone Owner
Business generates 2 days Deliver OBC to Post Day 2 (6pm) Post Office
change Office Ltd Ltd
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 Data Day 6 Post Office
Reference Data to POLRDT (6pm) Ltd
(Chesterfield)
POLRDT (Chesterfield) 5 days Send to Fujitsu Services Day 11 Post Office
input Reference Data (8pm) Ltd
Fujitsu Services System Available to Fujitsu Day 12
processes Services (8am)
Fujitsu Services 2 days Preparation complete Day 13 Fujitsu
processes request for (6pm) Services
change
SSC Create Fujitsu 10 days Ready for validation Day 23 Fujitsu
Reference Data (6pm) Services
SSC Validate changes 2 days Deliver Reference Data Day 25 Fujitsu
to 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 Day 30 Post Office
reports and verify change of authorisation Ltd
(4pm)
Fujitsu Services process Immediate Release change Day 30
authorisation
(release day) (5pm)
Update documentation Varies Day 30+ Fujitsu
Services
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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 2 hours Deliver OBC to Post Day 1 (10am) Post Office
change Office Ltd Ltd
Post Office Ltd processes 3 hours Deliver Reference Data Day 1 (1pm) Post Office
change to 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 Day 2 (10am) Fujitsu
change to Post Office Ltd Services
Fujitsu Services generate 2 hours Deliver Reports to Post Day 2 (noon) Fujitsu
verification reports Office Ltd Services
Post Office Ltd check 4 hours Notifies Fujitsu Services Day 2 (4pm) * Post Office
reports and verify change of 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 a branch.
End-to-End lead time = 1 working day.
Action Result Milestone Owner
required change identified Notify POLRDT * Post Office
(Chesterfield) Ltd
POLRDT (Chesterfield) Send to Fujitsu Services * Post Office
input Reference Data Ltd
Fujitsu Services process Release change - Fujitsu
change Services
(release day)
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:
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
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.
8 Deliverables
To ensure milestones are not put at risk all deliverables must be:
* Complete and identifiable e.g. cross referencing change numbers
e Error free (see section 10.4 for managing errors)
e 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)
e Delivered through the agreed mechanisms.
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).
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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 Fujitsu 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 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.
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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)
b)
c)
qd)
e)
)
e
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 (see RD/CCL/001).
Measure & report on the performance of processes carried out by Post Office Ltd under this
Interface Agreement.
Arrange and chair regular Reference Data Operational Review Forums (RDORF) at intervals as
agreed by both parties.
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.
Review the OBC process, documentation and forms to identify and implement improvements
jointly with Fujitsu Services.
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.
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
4.2, 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
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9.1.3 Files & Reference Data
a)
b)
Ensure the date contained in the Reference Data is in accordance with the required lead-times
(see sections 5 and 6).
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.
Recognise that the file is the unit of release and all changes within one file are constrained by
the longest lead-time.
Allocate unique Business Change Request number (Change Control Number).
Ensure all required change information and data is submitted to Fujitsu Services e.g. menu
hierarchy information, AP CTO/ADC packs etc.
Ensure the accuracy and integrity of the change information and Reference Data provided to
Fujitsu Services.
9.1.4 APOP/ADC changes
a)
b)
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.
Gain agreement from Fujitsu Services that such introductions or changes are acceptable to
Fujitsu Services and will have no detrimental effect 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 PODG
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.
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)
q)
Process and transmit basic Reference Data changes to Fujitsu Services over routes &
timetables, as specified in the OLA RDS/OLA/001.
Supply Reference Data to support advanced change in accordance with specified standards (see
section 4).
Allocate unique Business Change Request number (Change Control Number), using prefixes and
suffixes as defined in CS/PRD/108, where necessary.
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 shail, without limitation:
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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.
b) Measure & report to RDORF the performance of Fujitsu Services processes carried out under
this Interface Agreement.
c) 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.
d) Review the OBC process, documents and forms to identify and implement improvements jointly
with Post Office Ltd.
e) 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.
f) Ensure that all staff involved in the OBC process are aware of their role and responsi
9.4.2 Implementation
a) Ensure Fujitsu Services staff and suppliers are aware of changes in time to make the appropriate
preparations, where necessary.
b) Where appropriate, review the Postmaster communication/instructions and notify Post Office Ltd
of any amendments reasonably required, before issue.
c) 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.
d) Receive and progress Basic and Help Desk Reference Data change requests through the
Reference Data change procedures.
e) 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).
f) Assess Advanced Product changes and identify and deliver the change services needed to
satisfy specific changes.
g) Ensure that supporting Fujitsu Services processes are implemented to manage the delivery of
change services.
h) Provide invoices for the completion of work, when appropriate (see section 10.6).
i) Release correctly authorised changes to meet the Effective Date (see section 9.6).
9.4.3 Files & Reference Data
a) Provide changed Reference Data, Verification and Comparison Reports for Product Changes in
accordance with agreed procedures (see section 0.3).
b) Provide Reference Data and RDMC reports for Advanced Branch Change.
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9.4.4
a)
APOP/ADC changes
Review all advance requests for new or amendments to APOP or ADC services or transactions
and provide feedback in a timely manner.
9.5
Help Desk
The Help Desk shall, without limitation:
a)
b)
9.6
Provide an interface to log Fujitsu Services Live incidents raised by Post Office Ltd or Fujitsu
Services.
Monitor, track and provide updates on Fujitsu Services Live incidents, to resolution.
Verification, authorisation & release
Note: for details of the process (see section 3.3).
1)
3)
4)
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
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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 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 Verification
Counters. 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 Agreed Release Date 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) a new 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.
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.
e 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.
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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.
« 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.
e 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
This section relates to errors for both Product and Branch Reference Data, where appropriate.
10.4.1 Recording Pre-Live Incidents
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
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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 Pre-live Incident Management
Pre-live incidents 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. 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.
e Deviations to the service will be charged as per the Commercial Terms.
e 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)
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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
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 SSC 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 SSC by this time release may not be
possible for a further week.
Help reference data weekly update
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 remit 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
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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 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 IIN for Chip and PIN
cards now fall into this category due to the fact that IIN data is also held in the PIN Pad and
amendments to PIN Pad data require action from Fujitsu Services. Any other changes to
data held in the PIN Pad will also fall into this category.
11.2 Branch Changes
11.2.1 HelpDesk (HD)
Low risk changes to branch details — e.g. telephone number.
11.2.2 Advanced
Higher risk changes to branch details e.g.
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« Opening times (no physical changes to branch)
e 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
This section describes the agreed mechanisms for passing Peaks 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 Peaks 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 SSC.
All Peak’s which need to go to Post Office Ltd will be routed (Peak term) to the SSC team for onward
transmission (in practice the largest number of Peaks destined for Post Office Ltd are raised by
SSC).
When SSC receive a Peak for a Live incident to be sent onwards the Peak is routed to Fujitsu's
helpdesk to raise a call with Post Office.
Any Peaks for pre-live incidents are allocated to a ‘holding’ Post Office user in Peak. Post Office get
notified of the incident by email and can respond by email.
Peaks are created for Post Office reference data reauests by Post Office sending an email from a
change authoriser (see 9.1.1) to peak@..... GRO} When the request has been completed, an
email will be sent to Post Office. These Peaks will be classified as one of Business as Usual, non-
Business as Usual project work, MDM issues, Pre-Live incident management issues.
On a periodic basis SSC will request updates to Peaks assigned to the ‘holding’ Post Office user.
Any Peak with no update from Post Office Ltd after 30 days may be closed. RDORF monitors Peak
trends and Peaks 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 SSC 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 be
undertaken by Post Office Ltd the Peak will be routed to the originating team. SSC will advise the
originator of the response that the Peak has been removed from the POL 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 SSC will create a Peak, route it to the relevant Post Office
Ltd team and immediately route it back to SSC and, in most cases, close the Peak. A copy of the
Peak will be sent to the relevant team in Post Office Ltd.
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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/SPE/0011 - HNG-X AP and
ADC Receipts. The last two of those documents (DES/GEN/SPE/0010 and DES/GEN/SPE/0011)
are no longer CCDs 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. 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 Winnersh
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.
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