FUJITSU
FUJITSU SERVICES
Reconciliation Service: Service Description
Commercial in Confidence
Versio
FUJ00080073
FUJ00080073
SVM/SDM/SD/0015
2.0
14/07/2009
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Reconciliation Service: Service Description
Service Description — Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service Description for the Reconciliation Service as provided
under contract to Post Office
APPROVED
Claire Drake: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/010 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Senior Service
Delivery Manager IT Services
Steve Denham Fujitsu Services: RMGA Head of
Service Management
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FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES woe
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0.0 Document Control
0.1 Document History
_ Version No. Date Reason for Issue Associated i:
I CP/PEAK/PPRR
1.0 31/08/06 Agreed
Ll 27/10/2008 I Review: change of Document Owner
2.0 14/07/2009 I Updated following feedback and Agreed
0.2 Review Details
Review Comments by
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Service Delivery Mark Weaver (*)
Post Office: Commercial Liz Tuddenham (*)
Fujitsu Services: Commercial Hilary Forest (*)
Fujitsu Services: SI Dave Chapman (*)
Fujitsu Services: CS Service Support Manager Kirsty Gallacher (*)
Fujitsu Services: C$ Counter Services Mike Stewart (*)
Optional Review:
Fujitsu Services: CS Business Continuity Manager ‘Adam Parker (*)
Fujitsu Services: SSC Manager Mik Peach(*)
Issued for Information ~ Please restrict this I
distribution list to a minimum ale :
Post Office: P&BA Mark Wardle
Fujitsu Services: RMGA Head of Service I Steve Denham
Management
( * ) = Reviewers that returned comments
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FUJITSU Reconciliation Service: Service Description Version: 2,0
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0.3 Associated Documents
Reference Version I Date Title Source
SVM/SDM/PRO/0012 Reconciliation and Incident Management - I Dimensions
Joint Working Document
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint Dimensions
Working Document
SVM/SDM/PLA/0001 HNG-X Support Service Business Dimensions
Continuity Plan ~ Joint Working Document
SVM/SDM/SD/0020 End to End Reconciliation Reporting Dimensions
SVM/SDM/SD/0007 Service Management Service: Service Dimensions
Description
ER/FS/002 Horizon Streamline Application Interface I Dimensions
Specification
EF/SER/001 Debit Card MoP Functional Description Dimensions
ET/IFS/001 Application Interface Specification: Horizon I Dimensions
to E-pay
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation Definition
BIM Business Incident Management
CAPO Card Account Post Office
ccD Contract Controlled Document
D&CC Debit and Credit Card
Debit Card Exception
Debit Card Transaction which is in system state category number 1 or 6, as set out in
the CCD entitled "End-to-End Reconciliation Reporting" (SVM/SDM/SD/0020)
Debit Card
Reimbursement
Exception
A Debit Card exceptions classified as such by Fujitsu Services in the relevant BIM
Report
Debit Card Transaction I The Transaction value (in pounds sterling) of the relevant Debit Card exception
Value
DRSH Data Reconciliation Service Host
EPAY Electronic Top-up
MA Merchant Acquirer
MoP Method of Payment
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Measurement Period The date falling 6 months after the date upon which the Debit Card conditions are
Expiry Date satisfied in respect of the first location in which Debit Card conditions are
introduced
MER Manual Error Report
OLT Operational Level Target
POLFS Post Office Limited Management Financial System
Reconciliation Day 08:00 to 17:30, Monday to Friday (inclusive), excluding Bank Holidays;
Relevant Data Data supplied via a BIM Report as defined within the Working Document entitled:
“Reconciliation and Incident Management - Joint Working Document”
(SVM/SDM/PRO/0012)
SLT Service Level Target
SRB Service Review Book
TPS Transaction Processing System
0.5 Changes in this Version
Version Changes
1d Document Owner, Abbreviations, and Review for CCN
2.0 Updated document following comments sheets
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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FUJITSU Reconciliation Service: Service Description
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Version: 2.0
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0.7 Table of Contents
10 SERVICE SUMMARY
2.0 HNG-X
SERVICE DI
Branch Reconeil
Banking & Related Services Reconciliation
Reconciliation and Incident Management:
Service Management.......
SRVICE AVAILABILITY
General Principles
ice Level Relief.
ion Pla
Service Levels for which Liquidated Damages Apply.
Service Levels for which Liquidated Damages Do Not Apply
Operational Level Targets
Performance Metrics
Design Targets ..
2. SERVICE LIMITS AND VOLU
AND LICENC
METRI
CHARGI
Operational Fixed Charge .......
Operational Variable Charge.
Additional Operational Variable Charge...
DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL,
2.10 DOCUMENTATION SET SUPPORTING THE SERVIC
3.0 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD...
SERVICE DEFINITION.
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FUJITSU Reconciliation Service: Service Description Version: 2,0
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3.10 DOCUMENTATION SET SUPPORTING THE SERVICE ..........000+5
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FUJITSU Reconciliation Service: Service Description Version: 2.0
FUITTSU SERVICES Commercial in Confidence Date: 14/07/2009
1.0 Service Summary
4A.
1.2.
1.3.
1.4.
Fujitsu Services will provide a Reconciliation Service to ensure financial integrity
across all Transactions processed through the Branch Infrastructure and the HNG-X
Central Infrastructure. Reconciliation of these Transactions is completed (a) to
ensure all Transactions processed by a Branch are correctly accounted for within the
POL FS System and (b) to ensure that there is a reconciliation between:
Transactions sent to APS Clients and the POL FS System; and
Transactions sent to Banks and the POL FS System, namely:
(a) deposits into and withdrawals from bank accounts;
(b) withdrawals from Card Account at Post Office (CAPO) accounts;
(c) debit and credit card Transactions; and
(d) Electronic Top Up (ETU) Transactions.
The Reconciliation Service will provide a number of Reports to Post Office giving a
statement of reconciliation across the agreed boundary points within the HNG-X
Service Infrastructure.
Where Fujitsu Services is unable to reconcile any Transaction referred to in section
1.1 (such Transaction then being referred to as an 'Exception’), such Exception will
be identified and reported to Post Office and progressed to resolution by the
Reconciliation Service.
Where Post Office is unable to reconcile any Transaction referred to in section 1.1
(such Transaction then being referred to as an 'Error'), Post Office shall inform
Fujitsu Services and such Error will be progressed to resolution by the
Reconciliation Service.
HNG-X
Service Definition
Branch Reconciliation
The Transaction Processing System (TPS) Report set has been designed to enable
reconciliation of the Transactions which are carried out in Branches using the
Branch Infrastructure and are sent (a) to the POL FS System and (b) to Post Office
Management Information Systems (POL MIS). Full details of the format and
content of such Report set can be found in the CCD entitled: “End to End
Reconciliation Reporting” (SVM/SDM/SD/0020).
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FUJITSU Reconciliation Service: Service Description Version: 2.0
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2.1.1.2. The Reconciliation Service will be responsible for reconciling any zero value
2.1.1.3.
2.1.1.4.
2.1.1.5.
2.1.1.6.
2.1.1.7.
2.1.2
2.1.2.1.
2.1.2.2.
2.1.2.3.
Transactions i.e. the number of APS Transactions where there is no value attached.
In addition, the Reconciliation Service is responsible for Transaction Corrections
received from Post Office for distribution to the Branches.
In addition to any Exceptions identified by Fujitsu Services within the TPS Report
set, Errors may also be discovered by Post Office when reconciling data within the
POL FS System or which relate to enquiries from Clients.
The investigation and resolution of TPS Exceptions and Errors shall be dealt with
through the Business Incident Management (BIM) reconciliation procedure. Such
procedure shall be initiated by the creation of Business Incidents (as defined in
section 2.1.4) for one or more Exceptions and/or Errors in accordance with the
provisions of section 2.1.4.
Subject to section 2.1.1.6, where an Exception or an Error at a Branch affects the
reconciliation within the POL FS System, Fujitsu Services may be liable to pay
liquidated damages to Post Office in lieu of any financial cost that Post Office may
incur to resolve the Exception or Error either internally within the POL FS System
or as part of a settlement adjustment with Clients. Details of how and when
liquidated damages are applied to Manual Error Reports (MER) are set out in section
2.3.4 of this Reconciliation Service, Service Description.
Where an Exception or an Error at a Branch does not affect reconciliation within
POL FS, no liquidated damages shall be payable by Fujitsu Services.
There is no formal reconciliation produced between the POL FS System and POL
MIS transaction stream. The POL MIS stream should therefore not be used to verify
financial integrity and Post Office should ensure the POL FS System Transaction
information is used for this purpose.
APS Reconciliation
The APS Report set and the APS reconciliation have been designed to ensure APS
Transactions completed in Branches are reconciled with the Transaction stream
received by the POL FS System to enable settlement to be made with Clients. Full
details of the format and content of this Report set can be found in the CCD entitled:
“End to End Reconciliation Reporting” (SVM/SDM/SD/0020).
Reconciliation of APS Transactions will include Transactions of zero value. While
these Transactions do not affect financial reconciliation they will be reported in
instances where they were not properly transferred to APS Clients or the POL FS
System.
The APS Report set will be produced daily by the Reconciliation Service to
reconcile those Transactions sent to both the POL FS System and APS Clients.
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2.1.2.4. In addition to any Exceptions discovered by the Reconciliation Service within the
2.1.2.5.
2.1.2.6.
2.1.2.7.
2.1.3
2.1.3.4
2.1.3.2.
2.1.3.3.
2.1.3.4.
2.1.3.5.
APS Report set, Errors may be discovered by Post Office when reconciling data
within the POL FS System or responding to queries from APS Clients.
The investigation and resolution of APS Exceptions and Errors shall be dealt with
through the BIM reconciliation procedure. Such procedure shall be initiated by the
creation of Business Incidents (as defined in section 2.1.4) for one or more
Exceptions and/or Errors in accordance with the provisions of section 2.1.4.
Where an APS Exception or an Error does not affect reconciliation within the POL
FS System, no liquidated damages shall be payable by Fujitsu Services.
There is no formal reconciliation between POL MIS and APS Clients. Financial
integrity shall therefore only be reconciled between the POL FS System and APS
Clients.
Banking & Related Services Reconciliation
The Banking & Related Services Report set has been designed to enable Alliance &
Leicester, CAPO, LINK, debit and credit card and ETU Transactions completed in
the Branches to be reconciled to allow settlement to be made with Clients, e.g.
LINK, or direct settlement to specific Clients and/or Banks. Full details of the
format and content of such Report set can be found in the CCD entitled: “End to
End Reconciliation Reporting" (SVM/SDM/SD/0020).
The Reconciliation Service will produce the Banking & Related Services Report set
for each of the Transaction streams referred to in section 2.1.3.1 of this
Reconciliation Service, Service Description, in accordance with the rules
documented within the CCD entitled: “End-to-End Reconciliation Reporting”
(SVM/SDM/SD/0020).
The Banking & Related Services Report set will reconcile all the individual
Transaction components constituting a Banking & Related Services Transaction.
In addition to those Exceptions reported by Fujitsu Services within the Banking &
Related Services Report set, Errors may be discovered by Post Office when
reconciling data within its own systems or responding to queries from Clients.
The investigation and resolution of Banking & Related Services Exceptions and
Errors shall be dealt with through the BIM reconciliation procedure. Such procedure
shall be initiated by the creation of Business Incidents (as defined in section 2.1.4)
for one or more Exceptions and/or Errors in accordance with the provisions of
section 2.1.4.
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2.1.3.6. Where a Banking & Related Services Exception or Error does not affect
reconciliation within the POL FS System, no liquidated damages shall be payable by
Fujitsu Services.
Data Reconciliation Service
2.1.3.7.
2.1.3.8.
2.1.3.9.
2.1.3.10.
The Banking & Related Services reconciliation system shall enable reconciliation of
Transactions arriving at the Data Reconciliation Service Host (DRSH) from the
following four sources:
(a) Cl Confirmation Agent (i.e. the Cl Confirmations received by the
Confirmation Agent from the Counter Position);
(b) Alliance and Leicester and CAPO via the NPS (i.e.generation of the C4/Ds);
(c) LINK, D&CC and EPAY interfaces (i.e. D Messages and C4 Confirmations);
and
(d) TPS Host (i.e. the C1 Confirmations harvested by the TPS Agent).
In the event that a CO Confirmation is sent to Alliance and Leicester, LINK, CAPO,
D&CC or EPAY, the relevant C1 Confirmation will indicate that a CO Confirmation
has been generated.
The Reconciliation Service shall monitor the Transactions and report Banking &
Related Services Transaction states which are:
(a) in error, in that their occurrence implies malfunction in end to end Banking &
Related Services Transactions; or
(b) _ in error in that an expected state has persisted for an unexpected duration (e.g.
where C1 Confirmations are received from the C1 Confirmation Agent and C4
Confirmations are received from Alliance and Leicester, LINK CAPO, D&CC
and EPAY but the confirmation from the TPS Host has not been received after
an abnormal delay),
whilst identifying any such erroneous Banking & Related Services Transaction
states which require human analysis for resolution.
The DRSH shall not produce Reports which relate Banking & Related Services
Transactions included in Branch trading statements to Banking & Related Services
Transactions included in the Transaction files sent to the POL FS System and POL.
MIS.
Complete Processing
2.1.3.11.
The Banking & Related Services reconciliation system shall ensure that all data
received by it is processed and checked for completeness of Transactions together
with reporting Exceptions for resolution by the Reconciliation Service.
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2.1.3.12. The Banking & Related Services reconciliation system shall not regard a Banking &
2.1.4
Related Services Transaction as complete until reported as such in accordance with
the CCD entitled “End to End Reconciliation Reporting” (SVM/SDM/SD/0020).
Reconciliation and Incident Management
Business Incidents
2.1.4.1.
2.1.4.2.
A Business Incident is defined as the ‘symptom’ of an underlying cause — e.g. the
effect of the system fault on the resulting reconciliation or settlement information
sent to Post Office.
A Business Incident can relate to one or more of the Exceptions reported within the
CCD entitled “End-to-End Reconciliation Reporting” (SVM/SDM/SD/0020)or one
or more of the reconciliation or settlement Errors discovered by Post Office.
System Incidents
2.1.4.3.
2.1.4.4.
2.1.4.5.
A System Incident is defined as the underlying ‘cause’ of a Business Incident.
A System Incident is created to track the root cause of a Business Incident.
Depending on the impact, nature and scope of the Business Incident the problem
management procedure may be invoked. However, if the nature of the Business
Incident is agreed to be a low priority or a ‘one off’, the BIM reconciliation
procedure will suffice. The choice of procedure shall be determined by discussion
and agreement between Post Office and the Reconciliation Service for specific
Business Incidents as they occur.
Where there are associated System Incidents and Business Incidents, their
relationship can be either:
(a) one to one; or
(b) one too many, respectively.
Incident Originators
2.1.4.6.
Business Incidents will be raised by:
(a) the Reconciliation Service for Exceptions reported via the TPS, APS and
Banking & Related Services Report sets;
(b) Post Office for any other reconciliation or settlement Error discovered by Post
Office that has not been reported by the Reconciliation Service; and
(c) the Third Line Support Service for any system fault, file or Transaction
rejection which cannot be repaired electronically or data base adjustment which
is considered by Fujitsu Services to have a reconciliation or settlement
implication within Post Office.
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2.1.4.7. Subject to agreement by Post Office and Fujitsu Services to the contrary, Branch
2.1.4.8.
Raising
2.1.4.9.
2.1.4.10.
raised calls to the Post Office Limited Service Desk will not generate Business
Incidents.
The Service Desk will, however, monitor potential reconciliation issues from
Branches if it is considered necessary by Fujitsu Services.
of Business Incidents
In line with the generic Incident management policy agreed between Fujitsu Services
and Post Office, Post Office generated Business Incidents will only be recognised as
such if raised via the Service Desk. This ensures that the Business Incident is
properly logged, enabling the Reconciliation Service to ensure that corrective
information can be supplied and any underlying system fault can be rectified.
In all cases the Reconciliation Service will raise a BIM Report to log Business
Incidents in accordance with the Working Document entitled “Reconciliation and
Incident Management, Joint Working Document” (SVM/SDM/PRO/0012).
BIM Reports / MER
2.1.4.11.
2.1.4.12.
2.1.4.13.
The BIM system has been designed to report the progress to resolution of a Business
Incident to allow Post Office to complete an accurate reconciliation or settlement
with its internal systems, Clients and Banks.
A BIM Report shall always be accompanied by a MER giving details of the
Transaction causing the Exception or the Error. Depending upon the nature of the
Exception or the Error, Fujitsu Services may be liable to pay liquidated damages to
Post Office in lieu of any financial cost that Post Office may incur to resolve the
Business Incident either internally within the POL FS System or as part of a
settlement adjustment with its Clients or Banks. Details of how and when liquidated
damages are applied to MER are set out in section 2.3.4 of this Reconciliation
Service, Service Description.
A BIM Report is deemed to be ‘cleared’ when the Reconciliation Service has
provided the information required to enable full reconciliation to take place,
including, for example, the provision of Transaction details and actions for Post
Office to undertake to correct a Customer’s bank account.
Resolution
2.1.4.14.
2.1.4.15.
Where the Reconciliation Service corrects an Exception or an Error, one Business
Incident will be raised to cover each Exception or Error, which has been corrected,
or a group of related Exceptions or group of related Errors. A BIM / MER Report
containing appropriate information will be issued relating to that Exception or group
of Exceptions, or Error or group of Errors.
Where there is a need to correct Exceptions or Errors, the Reconciliation Service
may make corrective assumptions, based upon the format and content of previous
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valid records of the same type, if no other detail is available. For example, where a
Transaction mode is unknown, the mode used may be obtained from a previous
Transaction of the same type. In such cases, the Reconciliation Service will
promptly inform Post Office of the assumption within the Working Day that the
assumption has been made.
Resolving the underlying cause of Business Incidents
2.1.4.16. If required, Fujitsu Services will complete a system bug fix to resolve the underlying
cause of any Business Incident. The Parties shall agree the implementation and
timing of this system bug fix in accordance with the problem management process.
Amending centrally held data
2.1.4.17. If the Reconciliation Service identifies that any Transaction data held on the 'central
database’ located at the Data Centre is found to be inconsistent when compared to
the records of the Transaction that was completed at the Branch, e.g. a receipt, a
Transaction log or a Branch accounting discrepancy, the Reconciliation Service shall
obtain authorisation from Post Office prior to amending the centrally held
Transaction data where this is possible.
2.1.5 Service Management
2.1.5.1 Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work
together to identify opportunities for elimination of duplicated effort and rationalisation of
processes with the aim of delivering improved efficiency and / or cost savings as referred to
in section 1.4 of the CCD entitled "Service Management Service, Service Description"
(SVM/SDM/SD/0007).
2.1.5.2 Service Reporting
The Reconciliation Service will, as required, provide service reporting for distribution to Post
Office as required under the Service Management Service described in the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007).
2.2. Service Availability
The Reconciliation Service will be available to be contacted from 9:00 to 17:30hrs Monday
to Friday excluding Bank Holidays. However, the process of reconciliation is provided on an
on-going and automated basis.
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2.3. Service Levels and Remedies
2.3.1 General Principles
2.3.1.1. SLTs detailed in section 2.3.4 of this Reconciliation Service, Service Description,
which do not specify a measurement period are:
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Post Office
financial quarter, i.e:
e January to March;
e April to June;
e July to September; or
¢ October to December.
2.3.1.2. Additionally, all levels of the Reconciliation Service shall be monitored on a weekly
and monthly basis and any failure to meet an SLT assessed over that month shall be
reported to Post Office by means of the SRB.
2.3.1.3. The values applicable to each of the Reconciliation Service SLTs are identified
within section 2.3.4.1 of this Reconciliation Service, Service Description.
2.3.1.4. The performance of the Reconciliation Service during each OLT measurement
period shall be measured against each of the OLT identified in section 2.3.6 of this
Reconciliation Service, Service Description. Such OLT shall only apply within the
hours of 09.00 to 17.30 Monday to Friday excluding Bank Holidays. Post Office
may monitor the performance of the Reconciliation Service OLT on request.
2.3.2 Service Level Relief
The SLT described in section 2.3.4.1 of this Reconciliation Service, the Service Description
shall not apply to the extent that a Business Incident cannot be cleared due to:
(a) insufficient information being received from Post Office in respect of a Post Office
raised Error;
(b) _ insufficient information being received from Post Office to allow the Reconciliation
Service to progress a Business Incident to resolution; or
(c) Post Office delay in agreeing to close an Exception where the information supplied by
the Reconciliation Service is correct and fit for purpose i.e. answers the query raised.
2.3.3
Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
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2.3.4
2.3.4.1.
2.3.4.2.
2.3.4.3.
2.3.4.4.
Service Levels for which Liquidated Damages Apply
The purpose of liquidated damages in respect of MERs is that Post Office shall not
be disadvantaged by failures of Fujitsu Services to provide electronic transmission
of Transaction information to the POL FS System. MER related liquidated damages
are payable in accordance with the rules set out in Table 2 below.
Fujitsu Services shall measure the time taken to resolve each Banking & Related
Services Priority Exception counting time within Working Days only, as follows:
(a) where no Disputed Banking & Related Services Transaction Notice has been
received by Fujitsu Services and a Banking & Related Services Transaction
persists in system state category number 4 or 12 as set out in the CCD entitled
“End to End Reconciliation Reporting” (SVM/SDM/SD/0020), such measurement
shall commence at 08:00hrs on the second Working Day following receipt by
the DRSH of the corresponding C4 Confirmation or D Message (as applicable);
where a Disputed Banking & Related Services Transaction Notice is received by
Fujitsu Services and a corresponding C4 Confirmation or D Message has been
received by the DRSH prior to the day of receipt of that Disputed Banking &
Related Services Transaction Notice, such measurement shall commence at the
time of receipt of the Disputed Banking & Related Services Transaction Notice
(but not if already commenced in accordance with section 2.3.4.2 (a), in which
case section 2.3.4.2 (a) shall apply); and
(c) where a Disputed Banking & Related Services Transaction Notice is received by
Fujitsu Services and a corresponding C4 Confirmation or D Message is received
by the DRSH on the same day as that Disputed Banking & Related Services
Transaction Notice or on a subsequent day, such measurement shall commence at
08:00hrs on the next Working Day following receipt of that C4 Confirmation or D
Message (as applicable).
In each case in section 2.3.4.2 the Banking & Related Services Priority Exception
shall be deemed resolved and measurement shall stop at the time Fujitsu Services
sends information to Post Office sufficient to enable Post Office to settle that
exception with the relevant Bank.
In respect of each Banking & Related Services Priority Exception where Fujitsu
Services requires:
(a) information from, or access to, a Branch; or
(b) information from the Post Office regarding Banks,
for that exception to be resolved, the following shall not count towards the time for
resolution of that exception:
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 15 of 26
CONTRACT CONTROLLED
Ref: SVM/SDM/SD/0015
FU.
FUJ00080073
IJ00080073
2. spec gs, . . ee Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FOUTS SERVICES Commercial in Confidence Date: 14/07/2009
2.3.4.5.
2.3.4.6.
2.3.4.7.
2.3.4.8.
(c) the period, if any, during which Fujitsu Services is unable to contact (by
telephone or other method agreed by the Parties) the Branch in question or the
Post Office regarding Banks in order to request that information or access,
provided that Fujitsu Services has used reasonable endeavours to make such
contact; and
@
the period, if any, whilst Fujitsu Services waits for that information or access to
be provided by the Branch in question or the Post Office regarding Banks,
having requested it, provided that Fujitsu Services has repeated such request at
reasonably frequent intervals.
The discounting of the periods described in sections 2.3.4.4 (c) and 2.3.4.4 (d) shall
be subject to Fujitsu Services providing reports to Post Office setting out the reasons
for discounting any such periods from the resolution time for a Banking & Related
Services Priority Exception and the duration of such periods.
In respect of each Disputed Banking & Related Services Transaction Notice, Fujitsu
Services shall continue to check on each Working Day following that notice whether
a corresponding C4 Confirmation or D Message has been received until either a
Customer Critical Exception arises and is resolved or Fujitsu Services and Post
Office agree alternative action.
For the purposes of section 2.3.4 of this Reconciliation Service, Service Description:
(a) “day” means a period running for 24 hours from 00:00hrs; and
(b) a C4 Confirmation or D Message received on a day by the DRSH after 21:30hrs
on that day shall be deemed to have been received the next day.
The Service Level Target in respect of Banking & Related Services, Priority
Exceptions set out in Table 1 of this Reconciliation Service, Service Description
shall apply in respect of:
(a) all Customer Critical Exceptions; and
(b) the first 500 Banking Priority Exceptions (other than Customer Critical
Exceptions) occurring on each day (excluding those described in section 2.3.4.8
(c),
but shall not apply in respect of:
(c) Banking & Related Services Priority Exceptions (other than Customer Critical
Exceptions) arising from a common cause, in each case where the number of
Banking & Related Services Priority Exceptions arising from such common
cause is greater than 100.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 16 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
od ao . . a Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2.0
FUJITSU SERVICES woe
Commercial in Confidence Date: 14/07/2009
Table I
Exception or Error Type SLT Liquidated Damages Payable?
Reconciliation Exception or I >=95% Yes — only if manual correction
Error resolved via the BIM required to resolve reconciliation
process within 5 Working Days discrepancy within the POL FS System
~ within rules set in Table 2
Banking & Related Services I >=95% Yes — only if manual correction
priority Exceptions or Error required to resolve reconciliation
resolved in <=8hrs discrepancy within the POL FS System
— within rules set in Table 2
Table 2
Justification for Liquidated Damages Liquidated Damages
A Transaction which can not be delivered to the POL FS I £100 per Transaction
System by electronic means and has been discovered by
the Reconciliation Service before it was due to be sent to
POL FS- ie. it has not been rejected by the POL FS
System
A Transaction which can not be subsequently re- I £150 per Transaction
delivered to the POL FS System by electronic means
following rejection by the POL FS System
2.3.4.9. MER Liquidated Damages Exclusions
(a) Fujitsu Services shall only be liable for MER liquidated damages where a
Transaction or number of Transactions have been corrupted in some way when
delivered through a fault in the HNG-X System or the related Fujitsu Services
processes.
(b) In cases where Transactions are lost due to events of Force Majeure, or error by
Branch office staff, Fujitsu Services will not be liable for MER liquidated
damages.
2.3.4.10. MER Liquidated Damages Settlement
(a) Ona monthly basis, the chargeable MER spreadsheet shall be populated by the
Reconciliation Service with details of Exceptions or Errors, any applicable
liquidated damages and appropriate supporting information. The Reconciliation
Service's liquidated damages calculation shall be forwarded to Post Office for
agreement.
2.3.4.11. Debit Card Exceptions or Errors
(a) In the event that a Debit Card Exception or Error arises solely as a result of the
acts or omissions of Fujitsu Services, Fujitsu Services shall send to Post Office a
BIM Report.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 17 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
POITSU SERVICES Commercial in Confidence Date: 14/07/2009
(b) Fujitsu Services shall include in the BIM Report submitted pursuant to section
(c)
(d)
(e)
(f)
(g)
2.3.4.11 (a) the merchant ID, the card number, transaction amount, transaction
code and transaction date for the Debit Card Exception or Error in question. In
addition, save in respect of each Debit Card Exception or Error Reimbursement
(in which case the provisions of section 2.3.4.11 (e) shall apply), Fujitsu
Services shall use reasonable endeavours to obtain from the relevant Branch the
following data (the “Relevant Data”) (for inclusion in the relevant BIM Report)
from the Receipt for the Debit Card Exception or Error in question:
e issue number (to the extent that the issue number is required by the card
scheme issuer for manual settlement; and
¢ the expiry date.
Fujitsu Services’ obligation to obtain the Relevant Data as specified in section
2.3.4.11 (b) shall cease in the event that:
e Fujitsu Services has been notified by the NBSC of the closure of the Branch;
or
* upon contacting the Branch, the information cannot be obtained (including,
without limitation, where the receipt either does not exist, is damaged or the
information is illegible).
The detailed process for attempting to contact the Branch and attempting to
obtain the Relevant Data shall be documented in the Working Document
entitled “Reconciliation and Incident Management, Joint Working Document”
(SVM/SDM/PRO/0012).
In respect of each Debit Card Exception or Error (other than a Debit Card
Exception or Error Reimbursement), in the event that:
e Fujitsu Services fails to provide the Relevant Data;
e the circumstances specified in 2.3.4.11 (c) have not arisen; and
¢ Post Office itself obtains the Relevant Data directly from the Branch,
Fujitsu Services shall pay Post Office the sum of £353.47 (representing Post
Office’s costs of obtaining the Relevant Data and effecting manual settlement).
In respect of each Debit Card Exception or Error Reimbursement, Fujitsu
Services shall pay to Post Office an amount equal to the sum of the Debit Card
Transaction Value and £125.06.
Save where section 2.3.4.11 (e) applies (in which event the provisions of this
section 2.3.4.11 (g) shall not apply), for each Debit Card Exception or Error
(other than a Debit Card Exception or Error Reimbursement) Fujitsu Services
shall (provided manual settlement has been effected) pay to Post Office the
lesser of:
(i) £125.06; and
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 18 of 26
CONTRACT CONTROLLED
FU.
FUJ00080073
IJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES
Commercial in Confidence Date: 14/07/2009
(hy
@)
G
(ii) the sum specified within row 1 of Table 2 in section 2.3.4.8 above,
in respect of Post Office’s costs of effecting manual settlement.
Save in respect of a Debit Card Exception or Error Reimbursement, in the event
that:
e due solely to the acts or omissions of Fujitsu Services the BIM Report
referred to in section 2.3.4.11 (a) is not delivered to Post Office within the
time limit of the SLT referred to in row I of Table I in section 2.3.4.8 above
(for the purposes of avoiding “charge backs”) or the BIM Report is
delivered within that time period but it does not include the Relevant Data in
circumstances where Fujitsu Services is in Default of its obligation in
section 2.3.4.11 (b) to obtain such Relevant Data or a payment is required to
be made to Post Office pursuant to section 2.3.4.11 (e); and
e the merchant acquirer does not reimburse Post Office the Debit Card
Transaction Value,
Fujitsu Services will reimburse Post Office the Debit Card Transaction Value.
In the event that Fujitsu Services fails to deliver the BIM Report on time
pursuant to section 2.3.4.11 (b) above or the BIM Report is delivered on time
but it does not include the Relevant Data in circumstances where Fujitsu
Services is in Default of its obligation in section 2.3.4.11 (b) above to obtain
such Relevant Data or a payment is required to be made to Post Office pursuant
to section 2.3.4.11 (e) above, Fujitsu Services shall pay to Post Office liquidated
damages. The liquidated damages shall be calculated in accordance with the
following formula:
¢ liquidated damages (£) = (N x TV x Y)/ 365
where:
« N =the number of Reconciliation Days, including the day the BIM Report
was due for delivery pursuant to section 2.3.4.11(a) above, that the BIM
Report is delivered late;
e TV =the Debit Card Transaction Value; and
e« Y = the figure (expressed as a percentage) representing the base rate of
Barclays Bank Ple prevailing on the day the BIM Report was due for
delivery plus 3 per cent.
) Post Office shall not be entitled to liquidated damages or any other right or
remedy provided for under this Agreement in respect of any failure by Fujitsu
Services to achieve its obligations specified in this section 2.3.4.1] (i) until
expiry of the Measurement Period Expiry Date, and Fujitsu Services'
performance in respect of those obligations before the Measurement Period
Expiry Date shall be disregarded for the purposes of assessment of liquidated
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 19 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES
Commercial in Confidence Date: 14/07/2009
(k)
damages and any other rights or remedies provided for under this the
Agreement which may be due to Post Office after that date.
The Parties acknowledge that the fundamental commercial assumptions
underlying the provisions of this section 2.3.4.1] are that (i) the total number
of Debit Card Exceptions or Errors in any calendar month shall not exceed 100
and (ii) the total number of Debit Card Exception or Error Reimbursements in
any calendar month shall not exceed 20. Accordingly, the Parties agree that
should these assumptions prove to be incorrect they shall review and negotiate
appropriate amendments to the provisions of this section 2.3.4.11.
2.3.4.12. Debit Card Payment File Delivery
(a)
(b)
(c)
(ad)
Fujitsu Services’ obligations regarding transmission of Payment Files (as that
term is defined in the CCD entitled “Debit Card MoP Functional Description”
(EF/SER/001)) to the merchant acquirer (MA) shall be as specified in the CCD
entitled “Debit Card MoP Functional Description” (EF/SER/001). \n the event
that an attempt to transmit a Payment File to the MA in accordance with that
CCD fails then those provisions shall be supplemented by section 2.3.4.12 (b).
Where Fujitsu Services attempts to transmit a Payment File to the MA and the
attempt is unsuccessful Fujitsu Services shall be required to make one further
attempt to transmit that file to the MA on that day. If such further attempt fails,
Fujitsu Services shall report the same to the Post Office. Thereafter, Fujitsu
Services shall provide such assistance and co-operation as set out in the
Working Document entitled: “Reconciliation and Incident Management, Joint
Working Document” (SVM/SDM/PRO/0012), for the purposes of procuring the
transmission of that Payment File to the MA as soon as reasonably practicable.
In the event that the process specified in section 2.3.4.12 (b) has been followed
by Fujitsu Services, no payment of liquidated damages (as specified in section
2.3.4.12 (d)) will be payable by Fujitsu Services due to the relevant Payment
File not reaching the MA.
Subject to section 2.3.4.12 (c), in the event that a Payment File is not received
by the MA by the time specified for such in the CCD entitled: “Horizon
Streamline Application Interface Specification” (EF/IFS/002) on the day after
creation of the Payment File, liquidated damages will be payable by Fujitsu
Services to Post Office, by Fujitsu Services issuing Post Office with a credit
note, as soon as reasonably practicable following the day on which the MA
receives the Payment File. Such liquidated damages (to be applied by way of
credit) will be calculated in accordance with the following formula:
e liquidated damages per Payment File not received as stated above (£) =
{(X x Y)/365} x Z
where:
« X-= the value (pounds sterling) of the relevant Payment File;
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 20 of 26
CONTRACT CONTROLLED
FUJITSU
FUJITSU SERVICES
Reconciliation Service: Service Description
Commercial in Confidence
Versio
FUJ00080073
FUJ00080073
Ref: SVM/SDM/SD/0015
2.0
14/07/2009
Date:
2.3.5
« Y =the figure (expressed as a percentage) representing the base rate of
Barclays Bank Plc prevailing on the day the Payment File is required to be
delivered (as specified in the CCD entitled “Horizon Streamline Application
Interface Specification ” (ER/IFS/002)) plus 3 per cent; and
. = the number of days from and including the date after creation of the
Payment File until and including the day on which the MA receives the
Payment File.
Service Levels for which Liquidated Damages Do Not Apply
There are no SLTs for which liquidated damages do not apply.
2.3.6 Operational Level Targets
Table 4
Description
OLT
MER delivered to Post Office
By close of business 10" Working
the following month.
Day of
Operations Control on
monthly basis
Reconciliation Exception
Error “initial”
available to Post Office
BIM_ Report
By close of business on the same Working
Day as the Exception or Error has been
reported by the Reconciliation Service or
Post Office.
2.3.7 Performance Metrics
There are no performance metrics associated with the Reconciliation Service.
2.3.8 Design Targets
There are no design targets associated with the Reconciliation Service.
2.4
2.5
Service Limits and Volumetrics
There are no service limits or volumetrics applicable to the Reconciliation Service.
Assets and Licences
2.5.1 Assets
There are no assets associated with the Reconciliation Service.
2.5.2 Licences
There are no Licences applicable to the Reconciliation Service.
©Copyright Fujitsu Services Ltd 2009
(Commercial In Confidence)
CONTRACT CONTROLLED
Page: 21 of 26
FUJ00080073
FUJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES
Commercial in Confidence Date: 14/07/2009
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Reconciliation Service.
2.6.3 Additional Operational Variable Charge
There are no additional Operational Variable Charges applicable to the Reconciliation
Service.
2.7. Dependencies and Interfaces with Other Operational
Services
2.7.1 The Reconciliation Service is dependent on and interfaces with other Operational
Services. Any changes agreed between Post Office and Fujitsu Services to the scope
or availability of the Reconciliation Service and/or any of the other Operational
Services will be agreed in accordance with the Change Control Procedure. This
section describes the interfaces with other Operational Services as at the Amendment
Date, as follows:
2.71.1 The Third Line Support Service
The Third Line Support Service supports the Reconciliation Service through the provision of
corrective data to enable the resolution of reconciliation Incidents. If the scope of the Third
Line Support Service is changed, the Application Support Service (Fourth Line) may have to
take over this role.
2.7.1.2 The Service Desk
If the scope of the Service Desk Service is changed, an alternative Service Provider would
take over the Service Desk Service's role in supporting the Reconciliation Service.
2.7.1.3 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered
internally within Fujitsu Services or to Post Office. If the scope of the Reconciliation Service
is changed, the Service Management Service may have to take over this role.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 22 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES
Commercial in Confidence Date: 14/07/2009
2.7.1.4 The Security Management Service
The Reconciliation Service will support the Security Management Service in ensuring the
appropriate levels of security are met in respect of systems access via the DRSH. If the scope
of the Reconciliation Service changed, the Third Line Support Service or the Systems
Management Service might have to take over this role.
2.7.1.5 The Service Management Service
If the scope of the Reconciliation Service is changed, the Service Management Service may
have to take over the role of managing the relationship between Post Office and the Third
Line Support Service who would assume the role of preparing BIM Reports and resolving
reconciliation Incidents.
2.8 Post Office Dependencies and Responsibilities
2.8.1 In addition to the generic Post Office responsibilities set out in Schedule AS of the
Agreement, Post Office must not unreasonably delay the agreement to closure of a
Business Incident where Fujitsu Services has supplied information that is considered
by Fujitsu Services to be reasonably complete and adequate to allow reconciliation to
take place between Post Office and its APS Clients and Banks or within the internal
POL FS System.
2.8.2 Post Office will ensure that all ETU Transactions carried out at Counter Positions are
correctly processed by EPAY according to the CCD entitled: “Application Interface
Specification: Horizon to EPAY” (ET/IFS/001), and that daily reconciliation files are
produced and processed in accordance with that document.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Reconciliation Service and sets out what Fujitsu Services is required to provide in terms of
business continuity specific to the provision of this Reconciliation Service. Details of the
Reconciliation Service Business Continuity Plan is defined in the Working Document
entitled: “HNG-X Support Service Business Continuity Plan ~ Joint Working Document”
(SVM/SDM/PLA/0001).
2.9.1 DRSH Client Terminals
In the event that DRSH Client terminals are unavailable in the primary Reconciliation
Service site, the Reconciliation Service will re-locate to another Fujitsu Services site where
such DRSH Client terminals are available.
2.9.2 Failover Timescale
Fujitsu Services shall ensure access to DRSH Client terminals at the DR Site are available to
the Reconciliation Service within two (2) hours of the initial failure.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 23 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
fod Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUJITSU SERVICES
Commercial in Confidence Date: 14/07/2009
2.9.3 Testing
Fujitsu Services will carry out minimum of one (1) walkthrough and one (1) operational test
per calendar year is provided covering the DRSH Client availability, subject to agreeing the
actual dates for such tests with Post Office, such agreement not to be unreasonably withheld.
Such tests shall be carried out in accordance with the Working Document entitled: “HNG-X
Operational Test Plan — Joint Working Document” (SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Reconciliation Service, Service Description
supports the delivery of the Reconciliation Service. Should any elements of the
Reconciliation Service be changed following agreement with Post Office, Fujitsu Services
will ensure these documents are also reviewed and amended where necessary in accordance
with the changes agreed.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence) Page: 24 of 26
CONTRACT CONTROLLED
FUJ00080073
FUJ00080073
fo) vgs us . . woe Ref: SVM/SDM/SD/0015
FUJITSU Reconciliation Service: Service Description Version: 2,0
FUIITSU SERVICES Commercial in Confidence Date: 14/07/2009
3.0 HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
See section 2.1 of this Reconciliation Service, Service Description.
3.2 Service Availability
See section 2.2 of this Reconciliation Service, Service Description.
3.3. Service Levels and Remedies
3.3.1 See section 2.3 of this Reconciliation Service, Service Description
below.
3.3.2 For the periods in which the Banking Functions and/or any
and section 3.3.2
of the Horizon
Applications (other than Banking Functions) or Infrastructure Services are suspended
in accordance with section 4.2.1.2 of the CCD entitled “Service Man
agement Service:
Service Description” (SVM/SDM/SD/0007), measurements of Fujitsu Services'
performance in respect of all Service Levels detrimentally affected by such
suspension (in respect of those Horizon Applications and Services) shall be
disregarded and Fujitsu Services shall be released from those of its obligations in
respect of those Horizon Applications and Services which it is unabl
result of such suspension.
3.4 Service Limits and Volumetrics
See section 2.4 of this Reconciliation Service, Service Description.
3.5 Assets and Licences
See section 2.5 of this Reconciliation Service, Service Description.
3.6 Charges
See section 2.6 of this Reconciliation Service, Service Description.
3.7. Dependencies and Interfaces with Other
Services
See section 2.7 of this Reconciliation Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Reconciliation Service, Service Description.
e to perform as a
Operational
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence)
CONTRACT CONTROLLED
Page: 25 of 26
rT a . . _ Ref:
FUJITSU Reconciliation Service: Service Description \...;9n:
FUJITSU SERVICES aoe
Commercial in Confidence Date:
FUJ00080073
FUJ00080073
SVM/SDM/SD/0015
2.0
14/07/2009
3.9 Business Continuity
See section 2.9 of this Reconciliation Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Reconciliation Service, Service Description.
©Copyright Fujitsu Services Ltd 2009 (Commercial In Confidence)
CONTRACT CONTROLLED
Page: 26 of 26