Fe)
FUJITSU
FUJ00080196
FUJ00080196
Reconciliation Service: Service Description
Commercial in Confidence
Document Title:
Document Reference:
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Reconciliation Service: Service Description
SVM/SDM/SD/0015
Release Independent
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.
APPROVED
Claire Drake
For RMGA Document to distribute following approval
YES. See section 0.9, Security Risk Assessment.
Name Role Date
Mark Weaver Post Office: Senior Service See Dimensions for record
Delivery Manager IT Services
Tony Atkinson Head of Service Operations, See Dimensions for record
RMG BU
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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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 (Internal & External,
0.5 Abbreviations.
0.6 Glossary...
0.7 Changes Expected..
0.8 Security Risk Assessmen'
1 SERVICE SUMMARY.
2.1 Service Definition...
Branch Reconciliation.
APS Reconciliation..
Banking & Related Services Reconciliatior
Reconciliation and Incident Management
Service Managemen'
2.2 Service Availability.
2.3 Service Levels and Remedies.
2.3.1 General Principles
2.3.2 Service Level Relief.
2.3.3 Rectification Plan..
2.3.4 Service Levels for which Liquidated Damages Apply.....
2.3.5 Service Levels for which Liquidated Damages Do Not Appl 18
2.3.6 Operational Level Targe'
2.3.7 Performance Metrics.
2.3.8 Design Targets..
2.4 Service Limits and Volumetrics.
2.5 Assets and Licences.
2.5.1 Assets...
2.5.2 Licence:
2.6 Charge:
2.6.1 Operati ix gi
2.6.2 Operational Variable Charge.
2.6.3 Additional Operational Variable Charge.
2.7. Dependencies and Interfaces with Other Opera
2.7.1 The Third Line Support Service.
2.7.2 The Service Desk...
2.7.3. The Management Information Service
2.7.4 The Security Management Service.
2.7.5 The Service Management Service..
NNNNND
oOboro
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Business Continui
2.9.1 DRSH Client Terminal:
2.9.2 Failover Timescale..
2.9.3 Testing.
2.10 Documentation Set Supporting the Service.
3 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD.
3.1 Service Definition.
3.2. Service Availability.
Service Levels and Remedies.
. Assets and Licences.
3.6 Charges...
3.7. Dependencies and Interfaces with Other Operational Service:
3.8 Post Office Dependen:
3.9
3.10 Documentation Set
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
41 27/10/2008 I Review: change of Document Owner
2.0 14/07/2009 I Updated following feedback and Agreed
21 29/09/2010 I Removed references to SVM/SDM/SD/0020
being a CCD. New template applied.
Removal of reference to EF/SER/001 in section
22 19/11/2010 2.3.4.12; replacement of EF/IFS/002 by
DES/APP/AIS/0009.
3.0 01/12/2010 I Approval version
0.3 Review Details
See HING-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory
reviewers shown in the matrix for the document type you are authoring
Review Comments by
RMGA Document Management only
Review Comments to
Mandatory Review
Role Name
Post Office: Service Delivery Mark Weaver
Post Office: Commercial Liz Tuddenham
Fujitsu Services: Commercial Guy Wilkerson
Fujitsu Services: SI Dave Chapman
Fujitsu Services: CS Service Support Manager Tony Atkinson
Fujitsu Services: CS Counter Services Mike Stewart
Fujitsu Services: CS Service Delivery Manager Clare Drake
Role Name
Fujitsu Services: CS Business Continuity Manager I Adam Parker
Fujitsu Services: SSC Manager Steve Parker
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FUJ00080196
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Issued for Information — Please restrict this
distribution list to a minimum
Position/Role
Name
Fujitsu Services: Acceptance Manager
David Cooke
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Ver Date Title Source
sion
PGM/DCM/TEM/0001(DO I 5.0 I 03 June 2009 RMGA HNG-X Generic Document Dimensions
NOT REMOVE) Template
SVM/SDM/PRO/0012 Reconciliation and Incident Dimensions
Management - Joint Working
Document
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Dimensions
Joint Working Document
SVM/SDM/PLA/0001 HNG-X Support Service Business I Dimensions
Continuity Plan - Joint Working
Document
SVM/SDM/SD/0020 End to End Reconciliation Dimensions
Reporting
SVM/SDM/SD/0007 Service Management: Service Dimensions
Description
DES/APP/AIS/0009 HNG-X Streamline Application Dimensions
Interface Specification
ET/IFS/001 Application Interface Dimensions
Specification: Horizon to E-pay
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation
Definition
BIM Business Incident Management
CAPO Card Account Post Office
ccD Contract Controlled Document
D&CC Debit and Credit Card
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DRSH Data Reconciliation Service Host
EPAY Electronic Top-up
MA Merchant Acquirer
MER Manual Error Report
MoP Method of Payment
OLT Operational Level Target
POLFS Post Office Limited Management Financial System
SLT Service Level Target
SRB Service Review Book
TPS Transaction Processing System
0.6 Glossary
Term Definition
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 Exception A Debit Card exceptions classified as such by Fujitsu Services in the relevant BIM
Reimbursement Report
Debit Card Transaction The Transaction value (in pounds sterling) of the relevant Debit Card exception
Value
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
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)
0.7 Changes Expected
Cee
0.8 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1.4.
1.4.4.
1.1.2.
Service Summary
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.
1.2.
1.3.
1.4.
2
2.1
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
2.1.1 Branch Reconciliation
2.1.1.1. 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 “End to End Reconciliation Reporting” (SVM/SDM/SD/0020).
2.1.1.2. The Reconciliation Service will be responsible for reconciling any zero value
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.
2.1.1.3. 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.
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2.1.1.1. 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.
2.1.1.2. 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.
2.1.1.3. 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.
2.1.1.4. 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.
2.1.2 APS Reconciliation
2.1.2.1. 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 “End to End Reconciliation Reporting” (SVM/SDM/SD/0020).
2.1.2.2. 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.
2.1.2.3. 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.
2.1.2.4. In addition to any Exceptions discovered by the Reconciliation Service within the 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.
2.1.2.5. 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.
2.1.2.6. 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.
2.1.2.7. 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.
2.1.3. Banking & Related Services Reconciliation
2.1.3.1. 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 “End to End Reconciliation Reporting" (SVM/SDM/SD/0020).
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2.1.3.2. 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 “End-to-End Reconciliation
Reporting” (SVM/SDM/SD/0020).
2.1.3.3. The Banking & Related Services Report set will reconcile all the individual Transaction
components constituting a Banking & Related Services Transaction.
2.1.3.4. 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.
2.1.3.5. 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.
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. 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) C1 Confirmation Agent (i.e. the C1 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).
2.1.3.8. 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.
2.1.3.9. 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.
2.1.3.10. 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
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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.
2.1.3.12. The Banking & Related Services reconciliation system shall not regard a Banking & Related
Services Transaction as complete until reported as such in accordance with “End to End
Reconciliation Reporting” (SVM/SDM/SD/0020).
2.1.4 Reconciliation and Incident Management
Business Incidents
2.1.4.1. 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.
2.1.4.2. A Business Incident can relate to one or more of the Exceptions reported within
“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. A System Incident is defined as the underlying ‘cause’ of a Business Incident.
2.1.4.4. 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.
2.1.4.5.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.
2.1.4.7. Subject to agreement by Post Office and Fujitsu Services to the contrary,
Branch raised calls to the Post Office Limited Service Desk will not generate
Business Incidents.
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2.1.4.8. The Service Desk will, however, monitor potential reconciliation issues from
Branches if it is considered necessary by Fujitsu Services.
Raising of Business Incidents
2.1.4.9. 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.
2.1.4.10. 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. 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.
2.1.4.12. 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.
2.1.4.13. 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. 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.
2.1.4.15. 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 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
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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 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 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.
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.
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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.
2.3.4 Service Levels for which Liquidated Damages Apply
2.3.4.1. 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.
2.3.4.2. 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 “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);
(b) 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
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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).
2.3.4.3. 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.
2.3.4.4. 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:
(Cc) 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
(d) 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.
2.3.4.5. 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.
2.3.4.6. 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.
2.3.4.7. 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.
2.3.4.8. 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:
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(Cc) 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.
Table 1
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 discrepancy within the POL FS
Days 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 I £100 per Transaction
POL FS System by electronic means and has been
discovered by the Reconciliation Service before it
was due to be sent to POL FS— i.e. 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) On a 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.
(b) Fujitsu Services shall include in the BIM Report submitted pursuant to section 2.3.4.11
(a) the merchant ID, the card number, transaction amount, transaction code and
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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
e the expiry date.
(C) 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).
(d) 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
e 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).
(f)_ 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.
(g) 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
(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.
(h) 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 1 of Table 1 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
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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.
(i) 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:
e liquidated damages (£) = (N x TV x Y) / 365
where:
e 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;
* TV =the Debit Card Transaction Value; and
e Y = the figure (expressed as a percentage) representing the base rate of Barclays
Bank Plc prevailing on the day the BIM Report was due for delivery plus 3 per cent.
(j) 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 2.3.4.11 (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 damages and any other rights or remedies
provided for under this the Agreement which may be due to Post Office after that date.
(k) The Parties acknowledge that the fundamental commercial assumptions underlying the
provisions of this section 2.3.4.11 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) Fujitsu Services' obligations regarding transmission of Payment Files to the merchant
acquirer (MA) shall be as specified in Schedule A5. In the event that an attempt to
transmit a Payment File to the MA in accordance with these obligations fails then those
provisions shall be supplemented by section 2.3.4.12 (b).
(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.
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(Cc) 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.
(d) 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: “HNG-X Streamline Application
Interface Specification” (DES/APP/AIS/0009) 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:
e X=the value (pounds sterling) of the relevant Payment File;
e 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 “HNG-X Streamline Application Interface Specification ”
(DES/APP/AIS/0009)) plus 3 per cent; and
e Z= 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.
2.3.5 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
Operations Control on a
monthly basis
By close of business 10" Working Day
of the following month.
Reconciliation Exception or
Error “initial” BIM Report
available to Post Office
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.
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2.4 Service Limits and Volumetrics
There are no service limits or volumetrics applicable to the Reconciliation Service.
2.5 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.
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
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:
2.7.1. 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.
2.7.2 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.
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2.7.3. 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.
2.7.4 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.
2.7.5 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 A5 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.
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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.
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.
3 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 and section 3.3.2 below.
3.3.2
For the periods in which the Banking Functions and/or any 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 Management 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 unable to perform as a result of such suspension.
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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 Operational
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.
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.
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