FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK
oO February 2010 .
FUJITSU
COMMERCIAL IN CONFIDENCE
Fujitsu Services Royal Mail Group Account
Service Review Book
February 2010
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 10
Date: 12-Mar-10
Page No: 1of 39
foe]
FUJITSU
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
Document Control
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
Service Review Book — February 2010
This document contains a summary of the Monthly Service Performance Statistics
for the period 1° to 28" February 2010
Definitive
Service Management Review
Fujitsu Services, Royal Mail Group Account: Head of Service Management
Fujitsu Services, Royal Mail Group Account Customer Service Management
Team
Mark Jones & Suzie Appleby-Robbins , Fujitsu Services, Royal Mail Group
Account: Service Delivery Unit
Dave Keeling: Fujitsu Services, Royal Mail Group Account: Operations Director
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 12-Mar-10
Page No: 2of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
CONTENTS
4 MANAGEMENT SUMMARY...
2 INCIDENT OVERVIEW
3 BUSINESS CONTINUITY...
3.1. BUSINESS CONTINUITY TESTING...
3.2 FORTHCOMING TESTING..
3.3 BUSINESS CONTINUITY INCIDENTS AND ISSUES...
4 COMPLAINTS .
5 SERVICE SUMMARY...
5.1 HORIZON SERVICE DESK
5.2 _ ENGINEERING SERVICE.
5.3 BRANCH NETWORK SERVICE / CENTRAL NETWORK....
5.4 OPERATIONAL BRANCH CHANGE SERVICE...
5.5 SERVICE INTEGRATION SERVICE ..
5.6 DATA CENTRE OPERATIONS SERVICE / DATA FILE TRANSFER.
5.7 SECURITY SERVICE...
°
SERVICE IMPROVEMENT
~
LEAN - SENSE & RESPOND...
@
SERVICE LEVEL PERFORMANCE...
8.1 HORIZON SERVICE DESK
8.2 ENGINEERING SERVICE...
8.3 BRANCH NETWORK SERVICE.
8.4 CENTRAL NETWORK SERVICE...
8.5 I DATACENTRE OPERATIONS SERVICE.
8.6 I REFERENCE DATA SERVICE...
8.7 RECONCILIATION SERVICE.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 3of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
1 MANAGEMENT SUMMARY
The Service Review Book this month shows that Fujitsu’s performance across the majority of service level targets has
continued to remain consistent in spite of the continuing challenges of the rollout of both Branch Router and the HNGx
pilot.
Please note also that separate numbers for the Horizon Online targets have been introduced to the Book where
appropriate. In addition, numbers for the remaining targets which can be reported separately are being developed and
should be included from next month.
The Horizon Service Desk received a total of 14,774 inbound calls which is an increase of 550 from January. The
rolling six month average is now at its highest since April 2009. A total of 7% of all incoming calls in February were
from Horizon on-line branches which currently make up just over 1% of the current estate. Currently the main issues
that PMs are logging calls for are being investigated in order to achieve a ratio more closely aligned to that of the
Horizon estate.
The desk has increased headcount to cope with the additional volumes of calls expected and have improved on the
First Time Fix rate, achieving 90.76% for February as opposed to 90.45% in January.
The important indicators of Branch and Counter availability continue to be achieved. In Februray, Branch Availability
was recorded at 99.78% against a 99.33% target and overall Counter availability resulted in an achievement of
99.53% against the 98.92% target.
In February there were no Major Incidents, although there were four service affecting incidents that were within the
Fujitsu domain. Two VIP branches had service affecting incidents - East Ham (194002) and Brighton (261907). There
was one (A&L blank file) incident that was service affecting, however this was outside the Fujitsu domain. Please see
the Incident Management section below for more details.
February was a difficult month for Engineering. The first week was particularly challenging with a high number of calls
carried over for Base Unit faults. This resulted in lower than normal conformance from which we were never in a
position to recover in order to achieve the monthly targets — although the final three weeks were delivered at - or very
close to - the overall monthly targets. However, there has been a steady improvement of between 5%-6% in the
overall numbers compared with the start of the month.
Our conformance against the peripheral A priority SLAs was much more positive, achieving all three major targets: our
best performance since October 2009. It remains a key objective to not only maintain the Engineering Service
throughout the rollout but to also work closely with both our suppliers and Post Office Limited to deliver improvements
where we identify opportunities to do so.
There were no Day J failures in February.
There were 99 incidents in Reconciliation during February, all of which were cleared within the agreed contractual
targets agreed. We have successfully introduced a fix to bulk F99 exceptions which was introduced in two stages.
The Operational Business Change Service (OBC) have now completed a total of 57 Luggable to PHU conversions but
did for the first time see an increase in the number of failures for varying reasons. These failures are described in
Section 5.4 below. Following the problem at the opening of Chesham - a Horizon site — we have since introduced a
manual workaround and are now in the process of introducing an automated fix.
A very successful meeting with the Post Office Live Service Team was held in February. We analysed our end to end
escalation and incident management processes to ensure that they would provide what was required during the main
rollout. We to collectively agreed an approach on how we can ensure that the right level of confidence can be provided
where we are required to act swiftly and professionally in response to an issue at a branch, regardless of where that
escalation has come from. This reduces both duplication and overall response times.
It is one of our combined strengths in service that we are able to work together to deliver improvements even during
the difficult times and this relationship will stand us in good stead along the journey to delivering HNG-X.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 4of 39
[oe]
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
Executive Dashboard
February 2010
foe)
FUJITSU
4, Logged calls to HSD from Live Sites per month
Sep-09 Oct
vant Feb-19 Sep-09 __Oet-09
2, Calls answered by HSD within 30 seconds.
Nov08 _Dec-09 Jan-t0__Feb-10
(an Remois
resolutio
[Bim 2 cess t acne
Ca Recaicviated S17 tar:
3. Call to Fix - return
4.
Sep-09 Oot03 —Nov08 e009 Jan-i0—Feb-10
lint hr Beeson
to service 4, Data delivered to APS Outbound Day B
Tana Perpheral? hr Response Gum Telecom lata 4 nre Sep09 —Oot09 Nov09 Dee-09 — van-10Feb-0
Core Day
5, Branch & Counter Availability during Post Office
&. Branch & Counter Availability during Criti
Period - Monday, Tuesday, Thursday 0900 -1230
sal
Sep-09 Oct09 _Nov09 _Dee-09 —dan-10__Feb-10
Sep-09 Oct-05
Nov-08 Dec-08 Jan-1@ Feb-10
imam Branch
Branch tar
‘aiabity Ga Counter Avallabaty
cower Cant ta
tam Cou
Ayalabity
target 98.92%
7. Success Rates of combined Online
Transactions 3
160%
e 6
39% 2
se
OS OCF Nov-09 Dect Jan-19 Feb-10
8, Branches with no trading /no online service
trading capability
Jant6
Miincivent duration € 4)
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version
Date:
Page No:
1.0
12-Mar-10
Sof 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
2 Incident Overview
Summary: Within the Fujitsu Services domain for February 2010 there were no Major Incidents.
There were 4 service affecting incidents within the Fujitsu domain.
There were 2 incidents affecting VIP sites.
There was 1 (A&L Blank Files) service affecting incident that was outside the Fujitsu
domain.
Major Incident: None
Other incidents inI Thursday 11th February. VSAT Branches over threshold reporting 19 of the 51
Fujitsu Services branches unavailable at 09:03 to 09:29. This incident was due to an issue within the BT
domain: domain, at their base station in Turin. Call 2015192 refers.
Friday 19th February. High call volumes at the HSD, this indicated that there were Debit
Card and E-Top Up transactions failing. Calls started at 12:03. Investigations took place
and DC Agent 4 was identified as requiring a reboot. Reboot took place at 14:20 under
OCP 25641. Authorizations began going through OK and calls to HSD stopped at 15.44
hrs.
Although incoming calls to the HSD had ceased, SSC third line continued investigations.
This was because 25% of DC transactions should have been going through to DC Agent
4, however only 1% was going via this route, the remainder were being shared around the
other 3 DC Agents. SSC and Networks then identified an issue between Correspondence
Server 4 and its dual Correspondence Server 14. This necessitated a Network card to be
replaced on Correspondence Server 14. This full and final resolution occurred overnight
and therefore totally resolved by 08:00 20" Feb. Call 2044831 refers.
Tuesday 23 & Sunday 28" February. There is currently a counter issue in the HNGX
domain (152 Branches) when clerks are scanning and using the F11 button (recalculate)
a zero amount transaction £0 is entered before the correct amount transaction. We have
identified the problem and the fix is in the next release of counter code 25_08 which will
be released in 2 to 3 weeks. We are currently looking at ways to inform clerks of the
actions or to disable the F11 button until the release has been issued to Live. A&L have
assisted us in removing the extra zero transaction to allow the AP file to be processed.
The main PEAK covering this is PC0194848.
VIP sites affected Wednesday 3m February. VIP site East Ham (FAD 194002) Gateway had blue
this month: screened, causing no on-line services. Branch required an engineer to site to replace the
Gateway. Branch services were unavailable from 09:40 to 12:39. Call 1986542 refers.
Friday 12th February. Brighton VIP site FAD 261907 loss of Gateway at 09:28 no
services available. An engineer went to site to replace the gateway, but the unit failed on
fit at 12:00. A second engineer visit was required to replace Gateway. Engineer arrived at
18:10 (Post Master stayed on site) and replaced Gateway and left site re-building
overnight. The CMT and engineer checked the PO was health checking Saturday
morning and Branch was available and working from 08:00 Saturday morning.
Unfortunately the Branch could not open to the Public as the PM had insufficient staff.
Issue escalated to the POSD Duty manager. Call 2019946.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 6 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
Incidents outside — NB: A working group has been set up with POL, CSC, Logica and Fujitsu, re the issues of
the Fujitsu the delivery of the AP client files regarding delivery times, and issues around empty files.
Domain: CSC have now put in place an automatic email response to Fujitsu which is generated
when an empty file is received and Fujitsu will then automatically resend the file via the
SMC and Unix team, this eliminates the need to involve the Duty Managers from both
POL & Fujitsu.
Week ending 07/02: There was 1 blank A&L file failure during the week and this was
escalated via the new Automatic Process and resent. This has been the only incident of
blank A&L files in the month.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: Tof 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
3 Business Continuity
3.1 Business Continuity Testing
No Business Continuity testing was performed in February. Instead the focus was on updating the campus
DR test plan ready for the walkthrough test in March. This included major enhancements relating to POL FS/
SAP.
3.2 Forthcoming Testing
22nd and 23rd March — Business Continuity walkthroughs including IRE11 campus DR and central database
fail-over.
1st April — Loss of STE04 (HSD) walkthrough
The proposal for 2010 Business Continuity testing has been submitted to POL and is pending review.
3.3. Business Continuity Incidents and Issues
On Friday 19” February debit card agent 4 required a reboot to resolve an issue with debit card and E-Top
Up transactions failing. After the transactional issues had been resolved a network card was swapped on
Correspondence Server 14 to return the utilisation of debit card agent 4 back to normal. As a result of this
issue some debit card and E-Top Up transactions failures were seen between 12:03 and 15:44 (as per calls
to HSD). See incidents in section 2 for further information.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 8 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
4 Complaints
During February, 52 complaints were made to the NBSC about Fujitsu Services. This is 20 complaints more
than received last month. 15 have been categorised as “other” and included “duplicate”, “PM not happy with the
agreed SLA” and complaints against other 3% parties leaving 37 complaints received this month within the
Fujitsu remit: this represents 0.34% of all calls logged at HSD, or 1 in 291 incidents.
Of the 37 complaints, 20 were logged against Engineering; of those 2 were to do with Branch Router install
times being missed. 11 were regarding Equipment failure; no trends were found but the complaints have been
fed back to Repairs for further investigation.
2 complaints were logged against Horizon online sites, both due to screen freezes. We are aware that more
complaints were raised but they did not go through the correct channels. This has been fed back to the
programme teams and processes are being put in place to capture these in the future.
There were also 4 complaints due to no online services and 2 due to HSD call handling.
35
30
25
20
15
10
5
°
Jun-09 Jul-O9 Aug-09 Sep-09 Oct-09 Nov09 Dec-09 Jan-10 Feb-10
Jun-09 I Jul-09 IAug-09 ISep-09 I Oct-09 INov-09 IDec-09 I Jan-10 I Feb-10 I
‘Other 10 10 8 9 6 12 24 11 15
@ Engineering 31 23 28 22 5 10 23 1 20
Horizon Equ 5 6 3 4 4 41 5 41 o
CHorizon online Equ. 0 0 oO 0 0 oO 0 0 2
mHSD 4 6 4 3 3 2 10 2 2
1 Online Services 7 5 2 2 2 3 22 7 4
Justified and Not Justified complaints
All complaints are considered valid and these have now been broken into Justified and Not Justified.
Complaints are justified where there has been a failure within the Fujitsu remit.
25 Complaints were considered valid and 27 were considered not valid. Of the 25 complaints considered valid,
18 were due to Engineering, 3 due to Quality, 2 due to HSD call handling and 2 due to Horizon online screen
freezes.
27 i Justified tm Not Justified
25
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 10
Date: 12-Mar-10
Page No: 9of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
Historical Breakdown of Complaints Data
All complaints were investigated and 10 required a formal response. 6 were considered justified. 1 was due to
equipment failure and the engineer finding that his spare kit failed on fit. 1 was due to Screen Freezes on
Horizon Online counter and 4 were due to Engineers missing the ETA.
Total number of
complaints logged
against Fujitsu 50 45 37 17 28 84 32 52
Services
Exclusions (duplicate 10 8 9 6 12 24 rr 15
/ inappropriate)
a L I .
Number passed to
Fujitsu Services for 6 6 5 4 2 9 4 10
formal investigation
Number considered
justified by Fujitsu
Services that 1 4 4 2 1 9 4 6
required formal
investigation
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 12-Mar-10
Page No: 10 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
5 Service Summary
5.1 Horizon Service Desk
HSD had another challenging month receiving a total of 14,774 inbound calls - an increase of 550 calls
compared to January. 1,026 calls were received from Horizon on-line sites. Software and Network call types
increased the most, Software by 354 calls and Network by 142. The increase was seen across all call types
apart from Hardware calls which decreased by 236 on last month.
Service related incidents impacted 11 days in February — the majority of these incidents were reported between
9am-10am, during the peak part of the normal working day. On the 12" February, high call volumes increased
the call duration to 7.31 minutes, due to information being gathered to help resolve the issues being reported.
On the 15th, 248 calls were offered within an hour and a half ; 94 were coded as service unavailable. On the
24th, 130 software calls were logged due to “failing transactions”. 5 days were impacted due to Horizon online
sites receiving error messages on their counters.
HSD has increased its agents by 8 new starters this month to manage the increase of calls received.
FTF is still above target being 90.76% for February. This is a measure on a repeat call for the same site, for the
same piece of equipment having a fault re-logged within 24hours.
Calls logged by Branches
14,000
12,000
10,000 Io
8,000
6,000
Branch Referral incidents
Febop — Mar09—Apr09-May-09Jun-09JuL09Aug-09Sep09 Oct Nov-09 Deco? amet Febnt0
Month
[Change [= Environmental [Hardware
[= Inappropriate {EEE NBSC Referral E=aNetwork
lim Reference Data software [Other Queries
[EEN Branch Network Re IH One Shot Passwords ‘at Postshops.
s=@="Live Branches at EOM ~sw»-month moving average
a eo
Total Calls woot I ast I 0005 I 778
‘anonth moving average vaars_I vive I rvoew I tooo I oar I sows I ooer I op60 I oon I soar I orse I ovo I 0026
Live Branches at OM vives I trom I aver I rvo00 I rveon I rss I raser I tro I ansa5 I vas I ro I ror I sas00
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 11 of 39
[oe]
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
Proactive Calls made by HSD
980 proactive calls were made by the HSD in February.
1000
800
600
400
200
°
Outbound Proactive Calls
Callbacks
Non-Polling
@ Oct-09
@ Nov-09
1D Dec-09
1D Jan-10
@ Feb-10
USAT Survey Results
748
799
745
742
643
HSD completed 173 USAT surveys in February and achieved an overall average of 4.4 out of 5
USAT Questions - February 10 — Scores out of 5 erage
Q1 - How satisfied were you with the manner your call was initially taken by the Helpdesk? 44
Q2 - How satisfied were you that the agent that took your call, understood the problem you were
having? 4.2
Q3 - How satisfied were you with the agents’ ability to deal with the problem you were having? 43
Q4 - How satisfied were you with the communication you received about your engineering visit? 4.2
Q5 - How satisfied were you with the manner the engineer conducted himself upon arrival at site? 45
Q6 - How would you rate the knowledge/skill demonstrated by the engineer who attended site? 46
Q7 - How satisfied were you with the quality of service that was provided by your engineer? 4.5
Previous months stats
Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10
ai 44 41 44 4.2 44 45 44
Q2 43 44 43 44 43 4.6 42
Q3 44 4 44 46 4.2 45 43
Q4 41 41 41 4 41 4.3 42
Qs 4.6 47 46 44 46 47 45
Qé6 45 43 46 45 45 47 46
Q7 45 42 46 48 45 4.6 45
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 12of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
Out of the 7 above questions asked of the PM, a score of 5 was given to 62%, 4 was given to 24%, 3 was given
to 9%, 2 was given to 3% and 1 was also given to 3%.
USAT Feb10
140
120
100
80
60
40
20
Q8 — Would you say this experience was Better, Worse of the Same as the service you normally get when
contacting us?
% Customer Experience
120
100
80
60
40
20
Dec-09 Jan-10 Feb-10
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 10
Date: 12-Mar-10
Page No: 13 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
3,000
2,500 f=}
2 2,000
3
2 1500-4 ]
g
§
a
§ 1,000
L
500 -—; ft
°
Feb0o "Maro Apr08 I Mayod Jung «u09 «AO Sop I OOS Navid Dee lento. —«Feb-10
TINon Polling Operational Change
Security Software Branch Network Resilience
System Management Centre Closure Taal other incident types
37
2 rea
a a 75 =
i a ep
7 3 5 7 5
a a EET Fa
a a ZY Fas 78
Ter Pol 71 I 268 —[ 361 ra EL
tier <a re TCT Te ae
ota Cal 3587 I 7716 I sas I “3710 I] 28
This graph shows central infrastructure and branch system monitoring capabilities.
These calls are logged by SMC, OBC or others. Branches are not negatively affected by this proactive work.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 14 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
5.2 Engineering Service
February was a challenging month for the Engineering Service. We encountered snow and associated weather
conditions throughout much of the UK, which caused hazardous driving conditions for engineers trying to reach
sites, as well as an issue building base units at the beginning of the month.
We entered the month with approximately 40 Base Unit issues at which we were unable to build new counters.
Attending these sites would have meant that the engineers were held on site with nothing to do until the issue
was resolved; because of this, engineers were advised not to attend until a fix had been declared. This led to a
high level of SLT failure, as by the time a fix was declared and engineers had attended sites, SLTs had already
been surpassed. Once these calls had been resolved, the focus around Base Unit calls was then moved to
delivering the rest of the month successfully in order to recover SLTs and provide good service to Post Masters.
During the latter three weeks of the month, we were able to recover between 5.5 and 6% on each of the SLTs.
for 3 hour response, 6 hour incident to fix and 8 hour end to end fix, and 9.5% on the 3 hour subsequent
response target. Whilst the performance achieved was not at the SLT, the level of recovery managed during a
difficult month from a challenging starting position was admirable and reflects the hard work put in by the HSD
and Engineering teams.
The Peripheral SLTs for 3 hour on site response, 4 hour end to end fix and 8 hour end to end fix were all
achieved. One out of 5 subsequent response calls failed the SLT, due to the fact that the call in question was at
a site which took longer than the SLT time to reach but is not classed as remote, meaning that we achieved
80% against this target.
C priority SLT achievement was lower than recent months; this was again due to the difficulties experienced
with base unit builds and reaching sites through deep snow. Force Majeur was not claimed for a number of calls
due to the fact that they were not updated in a sufficiently timely fashion; the teams involved have had this fed
back to them and processes have been put in place to ensure that timely updates are provided in future in order
to keep PMs as up to date as possible.
The volume of screen and PSU incidents logged returned to normal levels during February, largely due to the
fact that despite the snow, the weather wasn't particularly cold. A high number of PinPad incidents were logged,
partly due to a bad batch of PinPads released into the spares loop at the end of January. Some of these
PinPads failed on fit, and some were early life failures: as soon as the problem was recognised they were
recalled. The increase in calls related to Other Items is due to the fact that the Branch Router is currently
included in the total, and BAU engineering have attended some sites in order to reprovision routers and ensure
the maximum effectiveness of the equipment is reached. This part will be split out on the next month's report.
PHU calls are described below.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 15 of 39
[oe]
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
Branch Calls which resulted in an Engineer Visit
4,000
3,000
Fd
> 2,000
ro
Py
2
1,000
0
MayOs und 08 ANgODSep08 Now 09
Month
[Bar code readers Base units Keyboards Screens
Screen PSUs Mother items OK! printers Pin Pads
© Luggables Epson counter printers Vans PHUs
Bar code readers
Base units
Luggabies
Keyboards
Epson counter printers aa [ae [a5 I so I coe I so I a [ ae [ sv I a2 I oor I soa I aor
‘OKI printers sia I 342 I 280 I 200 I ser I cos I 203 I sor I con I sta I ozs I se I 310
Pin Pads ea2_I ses I soo I oo I ors I 0x2 I so I oma I s06 I om I ois I 00s I 92
Screens sa I 206 I 33 I 305 I sor I 33 I 208 I «er I 252 I 306 I 38 I 303 I 280
Screen PSUs 0s_I 241 I 227 I 205 I 240 I 280 I 262 I aro I o12 I st0 I aa I 352 I 206
other tems 0 6 my a 36 8 75 7 70 64 78 80 123
Vans 5 @ 70 6 é a 7 6 a 10 2 7 14
PaUs 26 EJ 2 E 7 o a EJ 38 a a a
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version
Date:
Page No:
1.0
12-Mar-10
16 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
Details of Post Office van part swaps and repairs:
Coe. cee
RO6 Engineer visit - Cable
2027318 110444 __Colsterworth mobile PATCTXFLAT repairedireseated/adjusted Screens.
: I t “R01 Engineer visit - Unit
2050424 115444 Cowdenbeath mobile PATICLX365/400A _ replaced “Base Units
1986467 116444___Llandrindod Wells mobile. PATWAL3400BCR__ R74 HSD Action - User advised Bar Code Readers
f r i i RO Engineer visit - Unit T
(1987013 116444 Llandrindod Wells mobile PATWAL3400BCR _ replaced ‘Bar Code Readers
RO3 Engineer visit - Unit
1980013 118444 _Kington mobile PATOKISP-PTR repaired/adjusted OKI Printers
I RO3 Engineer visit - Unit
2001731 1244ad—_ Woolsery mobile PATICLX365/400A__repaired/adiusted ____. Base Units
2028631 124444 Woolsery mobile PATPINPAD R74 HSD Action - User advised Pin Pads
2009164 126444__Llandeilo mobile PATQLTPHONE R10 Engineer visit - Unit cleaned other
A] RO1 Engineer visit - Unit
1985089 128444. Pembroke mobile PATICLX365/400A replaced Base Units
: RO1 Engineer visit - Unit
2050040 131444 Coldstream mobile PATPINPAD replaced Pin Pads
7 r “R04 Engineer visit - Unit
1976086 139444 Turriff mobile PATICLX365/400A__ replaced “Base Units
iL Ra3 User Action - User resolved
1986245 199444 Turriff mobile PATICLX365/400A __unassisted Base Units
i i i I RO1 Engineer visit - Unit i
1996376 143444 —-Hemingford Grey mobile. PATQLTPHONE replaced other
i] RO1 Engineer visit - Unit
2032222 143444 Hemingford Grey mobile PATICLX365/400A__replaced ‘Base Units
Details of PHU 1.5 Repairs
The number of calls logged by PHU branches in February saw an increase of 38 from 136 in January to 174.
When compared with previous months figures the ratio of calls logged to PHUs in the estate has remained
consistent. The luggable to PHU conversion programme means there are now 16 more PHUs in the estate
making a total of 319, leaving a total of 120 sites that still require the upgrade to a PHU 1.5.
We had anticipated an increase in calls during the luggable to PHU conversion given that PMs are using an
entirely new piece of kit; and the HSD received seen calls from PMs who require further advice and guidance on
the set up and connection of the kit following the install. To reduce the level of these calls in future and ensure
the PMs know the correct procedure we are currently working with POL to produce a laminate which as well as
providing the correct numbers to call and Branch code to log calls under. The laminate will also feature hints and
tips for resolving common faults and ways to prevent them, as well as information on the store and serve
addresses and access times for these sites. This address and access time information will enable us to keep up
to date on PMs serving patterns, in order for HSD to reduce call duration and prevent repetition and confusion.
Work with Repairs on the problems experienced with hard drives is encouraging and has meant that we now
have a better understanding of possible causes of failure as well as a proven link to incorrect power-offs. We are
now working closely with Geller in order to provide a resolution going forward.
Investigating a correlation between the number of PHU movements and calls logged has identified a number of
branches that regularly log a more than average number of hardware calls and by arranging for senior
engineers to proactively attend these sites we hope to reduce the calls logged at these sites.
Feboo
“5
17 12I 12) 29) 28] 49]
eK nr a 79
Number of PHU Branches at month]
lend 213] 225} 230] 239 248) 253} 260} 266] 270} 269} 277I 303} 319
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 17 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK .
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
Calls raised by PHU Branches
° es e
Ga Hardware
am Network (— Software —@— Number of PHU Branches at month end
Breakdown of Hardware Incidents
Repaired by Engineer visit
65
Remote fix by Desk or other Fujitsu group
33
Engineer visits
Remote fixes
Total calls closed
Repair Code
RO1 Engineer visit- Unitreplaced -
RO2 Engineer visit - Mirror disk repiacedirepaired/adjusted
RO3 Engineer visit - Unit repaired/adjusted
R04 Engineer visit - Hub replacedirepaired/adjust
RO Engineer visit - Cable repairedireseated/adjusted
R07 Engineer visit - Cable replaced
R08 Engineer visit - No action taken / User advised
R11 Engineer visit - Mains adaptor/PSU replacedirepairediadjusted
R65 ENG visit - Obstruction removed
R17 Engineer Visit - Reboot by engineer
'BCR HSD Re-seated cable
R38 PHU cabie pack repienished
“R40 User Action - Reboot
R43 User Action - User resolved unassisted
Rad User Action - Engineer visit cancelled by site
R45 User Action - PiNpad re-insiallation by branch
/R71HSD Action - Caller referreditransferred to NBSC
R74 HSD Action - User advised
RO4 SSC - fix applied
RS2 S/Ware - Error / Reboot
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date:
Page No:
1.0
12-Mar-10
18 of 39
SERVICE REVIEW BOOK
February 2010
[oe]
FUJITSU
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
5.3 Branch Network Service / Central Network
5.3.1. Branch Network Service
During January, 961 network calls were completed by HSD (a 761 decrease from the previous month. 97% of
these were resolved within 4 hours against the 95% target and 98% resolved within 6 hours against the 100%
target.
The following table is a summary of the Weekly Dashboard in January:
19-Feb
12-Feb
05-Feb
Number of branches with no online services -no BNR
Number of branches with service impacting intermittent faults - no BNR
Total number of branches with service impacting faults
Number of branches with solid comms fault - BNR installed 8 1 12
Number of branches with intermittent comms fault - BNR installed 5 6 8
Total number of branches with BNR installed 13 7 20
Number of branches on monitor
‘Average age of all solid down faults in days
‘Average age of all intermittent calls in days
‘Average age of all incidents with Post Office Ltd
Tracker Calls Solid Down Open >4 days but <6 days
Tracker Calls Solid Down Open 6 days & over
Those branches that were solid down for more than 6 days:
Burwick Post Office
The antenna at this VSAT branch had become damaged in the extreme weather conditions. BT were unable to
attend sooner due to the weather causing issues with travelling across to Orkney.
Hindringham SAS
The branch did not have sufficient coverage for a GSM modem and no PSTN line was available fora PSTN
modem solution. An engineer was initially sent to swap the kit however this was unsuccessful; a fault was then
raised with Cable & Wireless when it was found that the line had an issue. C&W sent BT to the exchange to fix
the fault. Once this fault was fixed, the engineer was re-sent to swap the kit and this resolved the issue.
Feedback has been given to CMT as to how this could have been resolved more quickly.
Old Alresford SAS
The kit was eventually swapped at this branch following several unsuccessful attempts; there was insufficient
GSM signal for the branch to trade on this backup solution.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE
Version
Date:
Page No:
12-Mar-10
19 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK
February 2010
[oe]
FUJITSU
COMMERCIAL IN CONFIDENCE
The average age of solid down has been a little higher than usual due to the issue at Welling Post Office proving
to be difficult to trace. The branch is currently trading out of a portakabin in a Morrison's car park with the wrong
BT line, the correct BT line is currently inside the Morrison's building. POL are currently having difficulties in
getting BT to move the line and this is currently being escalated.
As reported in last month’s SRB, CMT are now posting out GSM modems to branches with agreement with the
Postmaster that they can install themselves. During February, 13 were sent out and only 2 branches required a
follow-up visit from an engineer to assist. This activity allows the engineering resource to be available for other
calls they have for Post Office branches.
CMT have taken on a new process where they remove CLI (Caller Line Identification) from the Post Office line
when a branch router is either being installed or re-provisioned. CLI is found on occasion and prevents the
branch router from being installed/re-provisioned; CMT in the past would ask a 3” party within Fujitsu to do this,
however taking on this process makes the branch router quicker to install.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 20 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
5.3.2 Central Network Service
Fujitsu Central Network
There were no Service Affecting faults within the Central Network raised during February.
None Service Affecting Faults.
On the 12" February, there was a fibre connection break on one of the major connections provided by Cable
and Wireless which supports test and support functions from Bracknell. As part of the circuit infrastructure all
traffic should failover to a secondary route. Due to a configuration error on the Routing not all of the network
traffic was being diverted correctly and we experienced loss of connection. Service was restored to all following
a configuration change on the Routing (a2" February) and C&W resolved the fibre fault on 13" February. Live
Service was not affected by this fault.
On the 21% February, we were advised of a connection failure on one of the two circuits to the Northern Data
Centre (Huthwaite). As part of the investigation we were informed that there had been a flood and one of the
Cable and Wireless Customer Edge Routers had sustained water damage. This incident was reported to C&W
who attended site on the 22” and resolved the failure by replacing the Router. Service was not affected as
there is a secondary circuit which is used for resilience.
BT VSAT Se:
During February there were no major network faults affecting the VSAT service.
Cable and Wireless ISDN Service
During February there were no reported incidents affecting this service within the Cable and Wireless domain.
BT/Core ISP ADSL Service
During February there have been no issues affecting the central DSL or ADSL network.
Summary and Management Information
BT has continued to progress 21CN across the Branch Infrastructure which has not resulted in additional faults
being reported.
The RMGA network team are still working closely with the project team to ensure seamless transition into HNG-
x and are still involved in validating and testing, plus physical and logical connections of the infrastructure,
including Branch Router and WWAN. The network team are also involved in validating and negotiating the
decommissioning of service out of the Wigan and Bootle data centres.
Project Acti
We are working with C&W, CSC and Post Office to deliver the upgraded circuits into the NDC and Sungard, and
expect completion by end of March.
We are also working with a project team to deliver a solution for Bio-Metric data carrier services from the Branch
over to a Cogent data centre.
All SLTs were achieved in February.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 11,503
Live Counters 30,186
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 21 of 39
[oe]
FUJITSU
COMMERCIAL IN CONFIDENCE
SERVICE REVIEW BOOK
February 2010
FUJ00094419
FUJ00094419
5.4 Operational Branch Change Service
Ape Maye dus ‘Auge I SepeI Ook New Dee dane Fab
SS 08 See 40 10 Cumuaive
oso I oso I 1.10 I 1.10 I 1.00 I 050 I 060 I 000 I 000 I 1.10 I 4.10
% % % % % % % 6 % 0.89%
1 4 2 2 2 1 1 ° 9 1 4 18,
0.00 I 000 I 0.00 I 0.00 } 0.00 I 000 I 000 I 000 I 000 I 000 I 0.00
o Sb 86 %6 5% % os 56 86 %6 % 0.00%
0 ° 9 o 0 0 ° ° 9 0 0 0
si_I_1o I 203 I 194 I 213 I 200 I 195 I 133 I 81 I 101 I 102 2024
10 3 14 20 10 12 20 14 2 8 5 sat
116_I 144 I 180 I 158 I 172 I 165 I 144 I 104 I 62 80 70 1587
090} 070] 110] 130} 120] 060] 070] 000] 000} 130] 5.10
36 56 56 56 % 5% 56 36 36 5% I 0.95%
Failures
291434 — Castlefields. - PSTN Line Fault
129102 — Chesham. — Errors in VPN process feed files
138006 — East Acton. — Faulty hardware meant ACF files for decrease could not be delivered
499614 — Pensarn. — Discovery of Asbestos delayed the project.
Information & Actions
PSTN line faults aren't generally determinable ahead of configuration although we do already employ a process
which whoosh tests the service on the line and this will always capture any obvious fault prior to our attendance
so that it can be rectified in time.
Errors in the VPN feeds for Greenfield Openings is a new complication. Root cause analysis has been carried
out and a fix identified which can be manually deployed if further instances occur. An automated fix is also in
construction.
The Luggable to PHU1.5 exchange programme continues and up to week ending 26" February 57 sites in total
have been converted.
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date:
Page No:
1.0
12-Mar-10
22 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
5.5 Service Integration Service
5.5.1 Post Shops
All Geller Tills have been removed from Post Offices.
5.6 Data Centre Operations Service / Data File Transfer
5.6.1 Day J Failures
There were no Day J failures in February.
5.6.2 Reconciliation Service
99 reconciliation incidents were cleared during February. This is 24 fewer than reported in January.
There were 28 priority incidents cleared within the 8 hour SLT. Of the remaining 71 incidents, all 71 were
cleared within the 5 day SLT.
Reconciliation issues in February
There are a small number of branches that are not rolling over their stock units within the 42 day period. With
the support of the NBSC, these branches are being contacted and roll over shortly after. The number of non-
rolled branches has decreased again in February.
The failure of the delivery of the Streamline file on the 29/01/2010 caused circa 40,000 error messages on the
Streamline Reconciliation report. A call was sent to Development to write a script to bulk F99 the exceptions,
which was successfully run in two stages, one on the 12/02/2010 and the other on the 17/02/2010.
There were around 15,000 State E11 exceptions on the Network Banking reports from the 19/02/2010. A call
has been sent to Development to write a script to bulk F99 the exceptions, and Development are still
investigating the root cause of these exceptions.
There has been a large increase in the number of State 4 exceptions on the Network Banking reports, for both
Horizon and HNGx branches. These transactions are not completing and P&BA are authorising MSU to set
these transactions to F99, as well as having to manually reconcile the customer accounts, as the accounts are
being incorrectly debited/credited. A call is currently with Development to work on a fix to reduce the number of
these exceptions.
5.6.3 Transaction Corrections Delivered to Branch
Delays with the overnight scheduler are resulting in corrections files being delivered the next day. This is
affecting the SLT performance and is being investigated.
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 10
Date: 12-Mar-10
Page No: 23 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK .
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
5.7 Security Service
Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
96 660 527 37
Query Days this YTD Contract Received YTD
month
2851 13750 12530
ARQ Analysis YTD
id 800
i gz 800 BARQs Received YTD
§ 2 400
82 200 BARQs YTD Contract
9g
= oO
F SF F F PM SX
SSH SK
Month
ARQ Query Day Analysis YTD
3
§ 15000
g g 10000 : H @ Query Days YTD
g z 5000 i w Query Days Contract
6 F oO u
F SF SF GF PP
SSK LS
Month
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
10 183 156 (')
BQ Analysis YTD
3
a
3 @ BQs Received YTD
: @ BQs YTD Contract
8
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 24 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
Litigation Support
Witness statements 2 Witness statements YTD 2
requested this month
Days in court this month i‘) Days in court YTD ie)
Litigation Support - POL Requests for Information — Legal Aid/Defence
Requests Received I Estimates Supplied Requests Data/Service
YTD YTD Commissioned YTD Supplied YTD
2 0 0 0
Litigation Support - Current Month and Forthcoming Court Commitments
Outlet Date Location Comments
West Byfleet 15 Mar 09 Guildford Witness requested
Porters Avenue 17 may 10 Snaresbrook Witness requested
Internal Adhoc Audit Retrieval Requests
Received this month Received YTD Outstanding
4 18 0
©Copyright Fujitsu Services Lid 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 25 of 39
foe]
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
6 Service Improvement
R = Significantly behind schedule
Service Improvement
nefit
ule G = On target
Progress to Date
Fujitsu engineers to Removing the need for a BT engineer I Refresher training I ONGOING
rewire NTE2000 will reduce cost and processing time, I distributed; on monitor.
faceplate as well as consolidating visits and thus
reducing the age of a network call.
Preventative OBC engineers will perform proactive I On hold during HNGx rollout I ONGOING
Maintenance visits preventative maintenance visits to and Luggable to PHU
selected branches. conversions, although
selected visits are still taking
place.
Inappropriate Calls Encouraging PMs not to call the HSD I Lean Workstream to look at I ONGOING
for NBSC issues will free agents to I Inappropriate Calls has been
deal with HSD issues. re-opened. Action to change
NBSC IVR to be discussed at
BSORF.
PHU1.5 Kit Emergency I Providing PMs who are using PHU1.5 I Implemented. On monitor. ON
Packs kit with a selection box of spare MONITOR
cables, router, Bar Code Reader and
keyboard will reduce the resolution
time for minor faults.
Reboot/ Tivoli Changing the process in HSD for I Implemented. On Monitor ON
dealing with PWWDCTR calls, leading MONITOR
to increasing Counter availability
©Copyright Fujitsu Services Lid 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 26 of 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK
February 2010
FUJITSU
COMMERCIAL IN CONFIDENCE
7 LEAN - Sense & Respond
Engineering Fl
After all the hard work put into the data gathering for validation, we are now starting work on the ideas which
came out of the Design week. The ideas were put into two groups, Quick Wins (see below for a short selection)
and Projects. With Both HSD/CMT working together with Touch, not only are we able to learn from each other
but also improve the overall service as one team.
Activity/Action
A2 Improve ‘Product Type’ Call Input at Frontline (including CTX product code improvements)
15 Improve Access Times Information in calls
K1 Improve FTF Performance Measures
M1 I SUSPENDED -Engineers change procedure to deal with base builds
G1 Implement reboot for system freezes
A3 Improve HSD engineering Knowledgebase (KELs) and agent knowledge with increased and continuous
input from TOUCH Engineers
110 Improve Postcode awareness on HSD
J2 A99 Checker - Remove PSE Check
o1 Network call routing improvements
D3 I CMT to provide improved updates to Post Masters on Network calls
M2_ I Reduce engineer waiting time on intermittent network calls
DS Improve procedure for dealing with Solid Down Network Calls
Mg_ I Align CMT/HSD to provide TOUCH Support
16 SUSPENDED Improve character display at FRC
F1 To improve quality of information on NFF Sites
F1 To improve quality of information on DOA
LS Improve procedure for dealing with late builds
B1 HSD & Touch comm cell - Agent/FRC/Engineer
12 Provide Touch with SLT2's
SCopyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 10
Date: 12-Mar-10
Page No: 27 of 39
FUJ00094419
FUJ00094419
o SERVICE REVIEW BOOK ~
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8 SERVICE LEVEL PERFORMANCE
8.1 Horizon Service Desk
co a Fanos [wares] Apoa I waves [tundo[saoo[ augoo I Sopoa [octos [novos [beets [tonto] Pobre
Wonzon Service Doak
80% [Calis answered within 30 seconds 30.8% 97.4% 6.5% Is B64 B82 ee 868% 88.2% 84.0%
Iwhole estate 91.2% BTA
Horizon Online
<5% [Calis not answered 04% E 07% 22% 18% 2.1%
100% [Voicemail available outside HSD standard 100.0% 100.0% — 100.0% — 100.0% = 100.0% — 100.0% += 100.0% =~ 100.0% — 100.0% = 100.0% — 100.0% += 100.0% = 100.0%
{hours 200.0% 100.0% 100.0% 100.0%
100% Voicemail calls raised next working day 100.0% — 100.0% — 100.0% — 100.0% 100.0% + — 100.0% = 100.0% =~ 100.0% = 100.0% — 100.0% 100.0% 100.0% — 100.0%
as pos ia ssn
>=B5% First Time Fix i 90.9% 90.7% 90.3% 1.5% 90.4% 81.0% 90.4% 90.1% HT 90.5%. 90.8%
Horizon Online
95% Software incidents resolved by Reboot <=15. 96.6% 86.3% 95.8% 95.4% 95.5% 95.2%
rinutes o5e%
Horizon
Horizon Online
I i i
100% software incidents resolved by Reboot <-30 I ai% I o7e% I 985% I soa" I 092% I 080% I oan I o79% I vean I 907% I sotm I o7E%
jrinutes 98.4% Q2 98.6% Q3 98.7% a4 98.4%
Horizon
Horizon Online
Reports for separate FTF numbers for Horizon and Horizon Online are being developed
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 12-Mar-10
Page No: 28 of 39
FUJ00094419
FUJ00094419
oo SERVICE REVIEW BOOK .
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.2 Engineering Service
Ref SLT ARL] Feb09 Mar03 Aprog May03- Jundg Julos Augod Sepog Oct09 Nov09 Dec09 Jan10 Feb10
Branch Infrastructure - Call to Fix
95% I NO [Base unit A Priority - 3 Hr Response 94.5% 89.9% 93.5% 93.3% 88.6% 85.8% 89.5% 94.6% 85.6% 90.1% 92.7% 90.0%
90.8% Q2 918% Q3 90.0% a4 92.8%
90%] NO [Base unit A Priority - 6 Hr Engineer Incident to Fix B17% 112% 28.2% 90.9%
Q3 89.9% a4
95%] NO [Base unit A Priority - 8 Hr End to End Incident to Fix 92.5% 90.8% I 928% Pe menicee 92.7% 30.2%
94.0% @2 94.4% a3 93.2% a4 93.4%
95% I NO JBase unit A Priority -3 Hr Subsequent Response 87.5% I 79.6% I 06.6% I 87.8% I 90.0% I 84.6% I 87.7% I 81.6% I 77.3% I 65.8% I 79.8% I 90.0% I 80.9%
81.5% @2 88.1% Q3 84.6% a4 743%
95% I NO JPeripheral A Priority - 3 Hr Response 948% I 94.5% [Reuben 92.9% I 99.5% 94.2% 93.4% I 942% (Ree
94.3% a2 94.7% a3 94.3% a4 94.6%
T T
95% I NO fPeripheral A Priority - 4 Hr End to End Incident to Fix 92.1% 93.0% 92.8% [ 92.5% 93.3% 92.1% it 93.8% 93.6% 91.4% 91.0% 94.2%
92.2% Q2 92.9% Q3 93.2% a4 92.7%
97%] NO IPeripheral A Priority - 8 Hr End to End Incident to Fix 878% — 99.6% 99.9% 98.1% 884% —FOU% 97.8% — 98.0% 98.9%
95% I NO JPeripheral A Priority - 3 Hr Subsequent Response 75.0% 50.0% I 66.7% 100.0% 400.0% Re) 66.7% I 85.7% I 800%
@2 65.6% Q3 94.4% a4 88.8%
T T T
95% I NO JPriority C - End of Next Business Day (flexible structure) 90.3% I 94.2% I 91.3% I 91.2% I 88.3% I 87.5% I 86.8% I 91.9% I 94.6% I 93.3% I 91.3% I 92.6% I 87.7%
92.2% @2 90.3% Q3 88.7% a4 93.1%
110%) NO [Priority C - End of Next Business Day + 2 hours (flexible 92.1% I 96.0% I 92.8% I 928% I 89.8% I 091% I 886% I 932% I s66% I 943% I 927% I 984% I 89.6%
structure) 98.6% @2 31.8% Q3 90.3% a4 94.2%
lPostshop Engineer - Call to Fix
100% NO [Critical incident within 8 hours 100.0% I 100.0% UEXKUANMECKON MAU 1000% © 000% 100.0% 400.0%
Q2 68.3% 100.0%
—
100%] NO JNon-critical incident within 48 hours 100.0% I 67.0% 700.0% 100.0% 100.0% 100.0%
27% @ 78.0% 100.0%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version: 1.0
Date: 12-Mar-10
PageNo: 29 of 39
FUJ00094419
FUJ00094419
eo SERVICE REVIEW BOOK -
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.3 Branch Network Service
Ref SLT ARL I Feb09 Maro ‘Apr0s May09 Jun0g Jul0g Augos ‘Sep0o Oct09 Novog Decd9 Jant0 Febto
Branch Telecom infrastructure - Call to Fix
95% I NO JPriorty A-4 hours (exible structure) 91.40 0 0% 9740 0% 08 0% 98.70% 97.20 0 00 #0
80 a2 3 at
100% ] NO JPrioity A- 6hours (flexible structure) 98.10% I 98.50% I 96.00% I 98.80% I 97.90% I 98.30% I 98.60% I 98.30% I 97.90% I 9860% I 970% I 98.70% I 980%
98.60% 7 98.07% Q3 98.40% 97.97% at
Branch and Counter Avaitablity
20.33%] NO [Branch Availity during the Critical Period Pe
9.08% 99.72% HI ti
— — — —
>08.92%] NO. Counter Availabilty during the Critical Period EK 98IK 9H GOH I GUTH UMEK GUA SHAT Sb ASH SBOTH aI 888%
99.33%] NO [Branch Availability during Post Office Core Day 99.85% §— ORI «= 99.84% «= 9B.BIH 8. 9N.BEH A MRREN 9NSH RAT BNI (98.78%.
080% 98.05% 9.84% ‘Bit%
— — — —
>98.92%] LD counter Availabilty during Post Office Core Day Tn ee
98.59% 99.59% 99.60% 9.46%
Banking & Related Services Reliability II
99% I LD [Fixed Connection Reliabilty 00.00% — 100.00% 10.00% — 100,00% fon,no% © 10000% 00.00% 10000 99.75% 90.88%
100.00% $00.00% ‘00.00% aaae%
— — — —
90% I LD [ADSL Connection Reliability 100.0% I 100.00% —TO.O0% — TOO}OO 490.90% 90.00% tORIb0% —TOMLOON SbIAm) 9BIEH BOER” S8BIH
— — — —
7% LD [Dialed Connection Reliability 100,00% 100.00% 100.00% 100.00% 100.00% 100.0% 100.00% 100.00% 9957 S761% EH 98.49%
923% 00.00% 00.00% 8.00%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date
Page No:
1.0
12-Mar-10
30 of 39
FUJ00094419
FUJ00094419
o SERVICE REVIEW BOOK ~
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.4 Central Network Service
Ref SLT ARL I Feb09 Mar09 Apr0o May09_ Junos Jul0a Augdd Sep0d OctOd Nov0d Dec09 Jan10 Feb10
Network Availability
>=99.95%I NO &L Network Availability 100.0% 100.0%
100.0% 400.0%
Banking Authorisation Agent Availability for Each
‘Availability Period
<1 NO [Number of Pl outages >2 minutes for same bank
<2 NO [Number of Pi outages >2 minutes for different banks
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date
Page No:
1.0
12-Mar-10
31 of 39
FUJ00094419
FUJ00094419
o SERVICE REVIEW BOOK ~
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
Ref SLT ARL Feb09 I Mar09 Aproo May09 I Jun09 I Jul09 I Aug09 I Sep09 I OctO9 I Nov09 I DecO9 I Jan10 I Febi0
Banking & Related Services Transaction Times
=2.5secq LD Average time for Banking Transactions across Fixed, ADSL &
Dialed Connections (whole estate)
{Horizon 0.38 0.34
Horizon Online 0.57 0.56
IDFD Outbound - APS All Clients
96.5% LD PS transactions delivered by 23:59hr Day B 907% 987% 987% G98% 998% 997% 998% 99.8% 90.7% 998% 96.9% 999%
99.7% je 97% Ce 908%
97.5% I LD APS transactions delivered by Day C Woh 0h 89 BRO OH tom OH kk tee tk thee tok
cai _cz_UCt_qs_{ ag) _os_{
— — — —
98.5% LD _JAPS transactions delivered by Day D 100.0% 100.0% 100.0% 999% 1000% 1000% 989% 1000% 999% 989% 100.0% 100.0% 100.0%
100.0% 100.0% 99.0%
100.0% I LD JAPS transactions delivered by Day J 100.0% : 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
100.0% 100.0%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date:
Page No:
1.0
12-Mar-10
32 of 39
Fe)
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
8.5.2 Data File Delivery - LFS
Sut
ARL
‘Mar09 Mayoo I Juno
Sep09 Novoa
97%
97.2%
100.0%
97%
97.2%
100.0%
96.25%
No
Lb
No
No
No
No
No
IDFD Outbound - LFS
[Confirmation of pouch received at Branch by 22:00hr Day A
whole estate
Horizon
Horizon Online
[Confirmation of pouch received at Branch by Day B
whole estate
Horizon
Horizon Online
[Confirmation of pouch received at Branch by Day I
whole estate
Horizon
Horizon Online
ISAPADS Pouch collected from Branch by 22:00hr Day A.
whole estate
Horizon
Horizon Online
ISAPADS Pouch collected from Branch by Day B
whole estate
Horizon
Horizon Online
ISAPADS Pouch collected from Branch by Day I
whole estate
Horizon
Horizon Online
Daily Cash on Hand details to SAPADS by 23:59hr Day A
whole estate
Horizon
Horizon Online
99.9%
100.0%
100.0%
100.0%
100.0%
100.0%
400.0%
100.0%
100.0%
400.0%
400.0%
99.0%
99.9%
99.4%
99.6%
97.8%
99.9%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date
Page No:
1.0
12-Mar-10
33 of 39
FUJ00094419
FUJ00094419
oo SERVICE REVIEW BOOK .
FUJITSU February 2010
8.5.3 Data Delivery - POL MIS & POLFS
Ret] sur] _ARL Feb0s I Mards I Apros I Mays I Junoa I Julos I Augos I Sepos I octod I Novos I Decds I Janto I Febi0
IBFD Outbound “POL MIS
96% ] NO Transaction records to TIP gateway by 03:00hr Day B
ote estate
Horizon Bean I asm I 90mm
Horizon Ontine 100.0% I 97.1% I 99.2%
97% I No Transaction records to TIP gateway by 03:00hr Day C 98.8%
ote estate ‘an
Horizon 396% I 996% I 907%
Horizon Online 700.0% I 97.7% I 99.8%
98% I No Irransaction records to TIP gateway by 03:00hr Day D 99.8%
note estate 99.8%
Horizon 39.8%
Horizon Oniine 100.0%
100% I No Jrransaction records to TIP gateway by 03:00hr Day J 400.0% 399%
ole estate 99.9% a2 400.6% os 99.9%
Horizon o99% I 100.0% I 100.0%
Horizon Online 99.9% I 100.0% I 100.0%
lDFD outbound - POLFS
96% ] NO [Transaction records loaded to configured POLFS by 07:30hr 99.4%
Day & (whole estate) at
Horizon 360% I 909% I 981%
Horizon Oniine 98.9% I 97.4% I 992%
97% I NO Transaction records loaded to configured POLFS by 07:30hr
Day c (whole estate)
Horizon oo0% I 096% I 996%
Horizon Oniine 100.0% I 97.7% I 998%
98% I No [Transaction records loaded to configured POLFS by 07:30hr
Day 0 (whole estate)
Horizon ooa% I 096% I 09.0%
Horizon Oniine 700.0% I 98.1% I 99.9%
100% I NO Irransaction records loaded to configured POLFS by 07:30hr 100.0% 708.0% FEED 100.0%) 400.0%
Day J (whole estate) 999% ‘a1
Horizon 99.9% I 100.0% I 100.0%
Horizon Online 99.9% I 100.0% I 100.0%
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date 12-Mar-10
PageNo: 340f 39
FUJ00094419
FUJ00094419
oO SERVICE REVIEW BOOK .
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.5.4 DFD Outbound — Reconciliation, HR SAP, CTS & PO Client Files
cae ae Feb10 I maro I Apros I Mayos I Juno I Jui0s I Augos I Sepos I octos I Novos I Decos I Janto I Febio
DFO Outbound Reconciliation & Setiomont Reports to TP
gateway
<2 I No Jpoivery by 08:05hr Day 8
nol estate
100% I NO [oeivery by 12:00 (after faiture in FS domain) or by 18:0 cater (ARTES 700% 100.0% 100% 5000% I 1000% :
ffailure of DRSH or TES) 100.0% 000% at
Too0% I 100.0%
700.0% I 100.0%
DFO outbound - Reconciliation Files
<2 I no Number of alures of REC ile delivered to CAPO dally by
Jo3:00nr (whole estate)
<2 No [Number of failures of REC file delivered to A&L daily by 03:00hr.
100% I No }RECties delivered to CAPO by 16:00hr on Day 8 100.0% 700.0%
Jwhole estate 100.0%
vizon “oom I 100.0%
Horizon Ontine 700.0% I 100.0%
100% NO REC files delivered to A&L by 18:00hr on Day B 100.0%
hole estate ar
vizon 700.0% I 100.0%
Horizon Ontine “100.0% I 100.0%
loro outbound - HR SAP
100% Lo IHR SAP delivered to the POL gateway by 21:30hr on the Friday: 400.0% 100.0% 100.0% 100.0%
preceding the pay run dete (whole estate) 100.0% 400.0%
ioricon 00% I 100.0%
Horizon Ontine "00.0% I 100.0%
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
Date: 12-Mar-10
Page No: 35 of 39
FUJ00094419
FUJ00094419
SERVICE REVIEW BOOK *
oO
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.5.5 DFD Inbound - LFS & Transactions Corrections File Delivery
Ref SLT I ARL Feb09 I Maro9 I Aproo I May09 I Jundd I Julo9 I Augdd I Sepo9 I Octoo I Novos I Deco9 I Jano I Febto
IDFD Inbound - LFS
90% NO JSAPADS Planned Orders delivered by 08:00hr on Day A
[whole estate
Horizon 99.4% I 99.9% I 99.5%
Horizon Online 100.0% I 100.0% I 99.7%
96% I ARL ISAPADS Planned Orders delivered by 12:00hr on Day A.
99.9% I 99.9% I 99.9%
100.0% I 100.0% I 100.0%
Delivery of transaction correction records to Branches
available at 23:59:59hr Day A
90% LD — I Transaction corrections available by 08:00 on Day B
whole estate
{Horizon 73.3% I 79.1% I 70.9%
Horizon Online 64.9% I 71.9% I 54.3%
96% LD }Transaction corrections available by 12:00 on Day B 99.8% % 9% is 791% I 79.9% I 771%
whole estate 93.0% Qt
{Horizon TIA%
Horizon Online 64.9%
100% LD — }Transaction corrections available by 23:59:59 on Day J 100.0% % % E 99.9%
jwhole estate 99.9%
{Horizon 99.9%
Horizon Online 99.9%
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 12-Mar-10
Page No: 36 of 39
FUJ00094419
FUJ00094419
o SERVICE REVIEW BOOK ~
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.5.6 Central Systems, POLFS & TES Availability
Ref SLT ARL Feb0o Mar09 Aproo May0 Junoa Julog Augod I Sep0d Octod Novog Deco9 Jani0 Feb10
Central Systems Availability
<3 NO JOutages in Core Hours where the Core Solution is unavailable
core hrs Jat >10% of Branches per SLT year
<8 NO JOutages in Core Hours where the Core AND Banking Solutions
core hrs lare unavailable at >10% of Branches per SLT year
<=14 NO Joutages in Core Hours where the Core Solution AND Other
core hrs Services are unavailable at >10% of Branches per SLT year
POL FS Availability
98.5% I NO IPOLFS Availability 400.0% [EIEYM 100.0% 99.6% 100.0% 400.0% I toe O% © tOoO% 100.0% — 100% —tOd.d% —too.0% 408.0%
ven Ec
>=4 NO JPOLFS shall not be unavailable to users on any single occasion 0 0 5 o 0 o
hours during the service level management period s
Transaction Enquiry Service
99.75% NO JTESQA availability between 07:00hr and 22:00hr for SLT 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
paver ee ee
— — — —
97% ] NO [Transaction received in the data centre between 07:00 and % 100.0% 987% 100.0% 100.0% 100.0% 400.0% 998% 99.9% © 99.7% 89.8% 99.0% 100.0%
20:00 daily will be available within 15 mins on TESQA (0 TE 0.0%, MN t000% 99.8%
— — — —
100% I NO Ii TES fails transaction received between 07:00 and 20:00 will 900.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%
be available within 2 hours on the TESQA 100.0% 400.0%
— —
100% I NO [Transaction received in the data centre between 20:00 and 100.0% 400.0% 100.0% 100.0% 100.0% 100.0% I 400.0% 100.0% 100% = 100.0% 100.0% 400.0%
}22:00 daily will be available within 40 mins on TESQA 100.0% I__I 100.0% ja I 100.0%
— — ——
ore MON (RSC COL CRMr KEE 100.0% I 100.0% 100.0% 100.0% 100.0% 100.0% teo.0% 000% 400.0% —to00% 100.0% 00.0% 400.0%
prnsiseoutin tosonte ese ee ee ee ee ee ee
— —— — —
100% NO [Transaction received in the data centre between 22:00 and 100.0% EZETM 100.0% 100.0% 400m 100.0% FORO “1Od0% TOOK onOm 4OdG% “doom — 1e00%
07:00 daily will be available within 4 hours on TESQA 400.0% 400.0% 100.0%
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 12-Mar-10
Page No: 37 of 39
Fe)
FUJITSU
SERVICE REVIEW BOOK
February 2010
COMMERCIAL IN CONFIDENCE
FUJ00094419
FUJ00094419
8.6
Reference Data Service
“ARL,
Feb0o
Mar09)
‘Aprog
‘Jun0g
‘Jul0g
‘Sep0o
Novog
Deco9
‘Jani
Feb10
96%
97%
98%
100%
No
No
Lo
Lb
IDFD Inbound - Reference Data
Reference data delivered by Day B
whole estate
Horizon
Horizon Online
Reference data delivered by Day C
whole estate
Horizon
Horizon Online
Reference data delivered by Day D
[whole estate
Horizon
Horizon Online
Reference data delivered by Day J
[whole estate
Horizon
Horizon Online
100.0%
400.0%
100.0%
400.0%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date:
Page No:
1.0
12-Mar-10
38 of 39
FUJ00094419
FUJ00094419
o SERVICE REVIEW BOOK ~
FUJITSU February 2010
COMMERCIAL IN CONFIDENCE
8.7 Reconciliation Service
Ref SLT ARL I Feb09 Mar09 Apros- May09_ Junog Julod ‘Augod Sep0o Octod Nov09_ Dec09 Jani0 Feb10
Exception / Error Resolution
95% NO [Banking & Related Services Priority Exceptions resolved in 8 100.0% 100.0%
jnours or less (whole estate)
Horizon 100.0% I 100.0%
Horizon Online 100.0% I 100.0%
95% NO 1BIM report issued within 5 working days 400.0% © 100.0%
hole estate 98.9%
Payment File Delivery to Merchant Acquirer (Debit Card)
by 12:00] LD Payment file delivered to MA on the day following creation date 100.0% 100.0% 100.0%
f the file
Horizon
Horizon Online
100.0%.
400.0%
100.0%
100.0%.
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version:
Date:
Page No:
1.0
12-Mar-10
39 of 39