FUJ00096458
FUJ00096458
SERVICE REVIEW BOOK
oO April 2010 .
FUJITSU EY
COMMERCIAL IN CONFIDENCE
Fujitsu Services Royal Mail Group Account
Service Review Book
April 2010
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Document Control
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
Service Review Book — April 2010
This document contains a summary of the Monthly Service Performance Statistics
for the period 1° to 30" April 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
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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.
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1 MANAGEMENT SUMMARY
April saw similar volumes of Major Incidents as in March affecting both Horizon and HNG. Vast progress has been made to
deliver the required fixes into live to address the underlying root causes. A tremendous effort has gone into the event
management service improvement to improve proactivity and ultimately reduce the length or avoid service outages. Service
Delivery ensures best practice is followed across the various service towers and processes and lessons leamed are key to
improve the service. Despite the number of Major Incidents, the majority of SLT were met. Where we have failed SLT the
root cause is understood and corrective actions are in place to address those and are shared with POL Service Delivery.
During April the HNGx rollout programme was still suspended and a number of HNG service impacting incidents were
experienced. The on-going root cause analysis and subsequent corrective actions for the BAL/BDB issues are being reported
on a daily basis by our Problem Manager as part of the Red Alert. Daily progress reports have been made available to both
POL Service and Programme.
Within the Fujitsu Services domain there were 7 Major Incidents and a further 6 service affecting incidents. Outside the
Fujitsu domain there were no service affecting incidents. One Incident affected a VIP site. Major Incident Reports were
produced with the exception of the root cause for the BAL/BDB issue (daily Red Alert update).
The Service Delivery Assurance corrective actions are actively being managed and weekly reviews are taking place between
Fujitsu and POL Service stakeholders. From the 34 identified actions, 26 have been completed or are on track for
completion, with 8 outstanding actions being actively pursued to completion.
HSD received a total of 16,041 calls which is a volume decrease of 3,565 from last month. Call volumes were slightly higher
than average over the past year, notably for software calls as a result of the Major Incidents experienced in April. The HSD
made 1,772 proactive calls to the branches during quieter periods, and have also been contacting back around 20 HNGx
sites on a daily basis, which has received very good feedback from the Post Masters. This work will continue going forward
USAT score increased by 0.1 to 4.5 for April and the FTF is also above target at 91.35%. Various service improvements for
the service desk were progressed in April. The outputs from the service improvements were audited by POL Service and
favourable feedback was received.
April saw relatively low volumes of calls to Engineering. Performance was uniformly good for the majority of the month, with
the exception of the ISDN outage which impacted the comms to around a quarter of Portable Hosted Units (PHUs), meaning
that a large number of A priority calls were logged simultaneously in quite remote geographical areas. The nature of these
calls made it challenging to complete them all within SLT; although 15 were completed in time, the remainder had to be
carried over, which caused the majority of the month’s failure on the Base Unit SLTs. Despite these issues, the recovery
during the remainder of April saw our engineering service achieve 3 of the 8 A priority SLTs, improving on every Peripheral
target conformance from March. C priority conformance also improved on recent performance. Further LEAN activities are
underway to improve the MTBF and those are shared with POL Service Delivery on a weekly and monthly basis.
During April 1,437 network calls were completed by HSD, a 349 call increase over the previous month. 97.8% of these were
resolved within 4 hours against the 96.5% target and 98.5% were resolved within 6 hours against the 100% target. Work is
‘ongoing to provide additional focus to long term incidents as well as to ensure that all the correct diagnostic and on site
checks are performed at the earliest possible point of contact with the branch in order to reduce the overall age of these
complex incidents.
Branch and counter availability saw achievement above target at 99.70% and 99.60% respectively and an improvement on
March availability which also saw targets being exceeded
The data centre operations and reference data service saw all SLT achieved.
There were no Day J failures. 343 reconciliation incidents were cleared during April. This is 6 more than reported in March.
There were 212 priority incidents of which 196 were cleared within the 8 hour SLT. Of the remaining 131 incidents, 114 were
cleared within the 5 day SLT. This month sees both reconciliation SLT fail for the first time in 12 months. The reconciliation
team has been strengthened by an additional 2 team members. We expect the volumes to reduce significantly once the
BAL/BDB issues have been resolved.
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Executive Dashboard
April 2070
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FUJITSU
4, Logged calls to HSD from Live Sites per month
10__Feb-0__ Marto Apr-10
2. Calls answered by HSD within 30 seconds
Nov.08
Dec-09 _Jan-10__Feb40_—Mar-10__Apr-10
aa On-site
Tesotutio
Ea Aecaicviated S17 tar:
3
Call to Fix - return to service
Nov09 e008 dan-t0 Feb Mart Apr-10
4, Data delivered to APS Outbound Day B
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Base iint ins Sestanse
Ga Telecom fra. sare
Now.09 Dee09 dan-t0 Feb Mat pelo
Branch & Counter Availability during Post Office
Core Day
99.9%
99.8%
99.2%
Apt0
6. Branch & Counter Availability during Critical
Periog - Monday, Tuesday, Thursday 0900 -1230
Now09 Oec09 dani —_Feb.t0 Maro Feb10 Mart Apr-10
Wma Sranch Avarabity cium Counter Avalabity avaliabity
——Branch target won Counter target target 92.21%
7, Success Rates of combined Online 8. Branches with no tracing / no online service
Transactions trading capability
190%
i z
99%
98% 10 Har10
Now.08 Dec-09 Jan10 Feb-10 Mart0 Apr-to incident duration § 4
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2 Incident Overview
Summary: Within the Fujitsu Services domain for April 2010 there were 7 Major Incidents and
associated failures. There were a further 6 service affecting incidents within the Fujitsu
domain.
There was 1 incident affecting VIP sites.
There were no further incidents outside of the Fujitsu domain.
Major Incident: Thursday 1° April. NWB transactions were timing out from 09:40 to 11:35 and the initial
investigations thought this to be SQL issues on the Oracle DB. Further investigations linked
this failure with the MI for the 31° call number 2189248 and the following NWB incident on
the 6th call number 2193667. All the 3 incidents are detailed on the MI 2189248 and are
attributed to Network congestion caused by 3 major factors:
1. The POLFS/SAP local file system back up schedule running during the business day by
design
2. Excesses ‘chatter’ as a consequence of the network design in which All VLANS were
trunked to all BladeFrame uplinks to enable any VLAN to be accessible to any physical
BladeFrame port
3. The firewall reaching the ‘configured’ limit of concurrent connections
These 3 issues have now been resolved.
Tuesday é April. There was failure overnight (Monday to Tuesday) of 1 Debit Card
Authorization Agent, and 1 DCM server, both were restarted. The Agents were re-homed at
02:00 OK. At 08:50 calls were received at the HSD with failing DC transactions.
Investigations showed instability across both Debit Card Authorization agents LPRPDEA001
and 002. NT support decided to reload both servers consecutively and the service was
restored at 09:56. During this period, the number of Debit Card transactions affected was,
10,349 with 2,492 timeouts. A Major Incident report has been generated under MI 2202081
and there were 3 Peaks associated and now complete, they are: PC0195709, PC0196169,
and PC0196336.
Tuesday 6" April. At the same time as the DC failure and to compound the issue there was
a failure of NWB transactions due to a Network Incident from 09:15 to 09:46. This was
identified and attributed to the incidents of the 31%, 1° and now the 6” and the cause was
due to the 3 main factors as listed in the above failure of the 1“. The transactions failing from
08:50 to 09:56 was, Horizon NWB 187,285 with 30,084 timeouts, HNGX NWB 12,322 with
2,722 timeouts and Debit Card 657 with 127 timeouts. NB. This incident has been treated as
a separate MI from the DC failure, but as stated above is linked to the NWB congestion and
covered under MI report 2189248.
Tuesday 6" April. Incident in the ISDN network mainly affecting PHUs which are DOD dial
on demand, incident started at the beginning of the day 08:00 and 119 branches logged
calls. The network team within RMGA, plus Core networks and C&W were fully investigating.
Fault continued into the next day and required the help of the C&W support team to assist in
locating the fault. The problem was due to an incorrect configuration table within the Wigan
Radius server. When the problem was identified a failover to the Bootle Radius server was
instigated into the “Live” service to replace the Wigan server. ISDN Network operational from
17:00 on the Tuesday. There was a total of 167 branches which logged calls for this incident
out of 685 ISDN connected sites. TFS call 2201256 refers.
Friday gt April. Several HNGX branches were phoning into the HSD with “Unable to contact
the Data Centre”. The incident occurred from 15:37 to 15:57. 49 branches logged calls.
Incident identified to the “Streams” being switched back on at 14:00 on BDB1, Streams was
switched off and service returned to normal. A P1 call raised with Oracle and details and logs
sent to Oracle for investigation. Call 2220375 refers. NB. At the time of this failure it was not
declared a MI but as further investigations showed that “Streams” was a contributory factor
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and not the root cause, and this was the start of the Branch Data Base Hanging LCK Error,
an MI report was produced. The LCK Errors are still occurring. (This is being managed by
Problem Manager Jim Singh as part of the Red Alert). We have a P1 call with Oracle and we
have installed extra tracing on Oracle's advice to gather more evidence.
Wednesday 28" April. HNGX branches reporting “Unable to contact Data Centre” 104 calls
logged from 16:11 to 18:00. Major Incident report has been written and is awaiting internal
approval before distribution. Call 2287209 refers. NB. Forms part of the MI for the LCK
Errors.
Thursday 29" April. Re-occurrence of the above incident HNGX branches reporting
“Unable to contact Data Centre” 13 branches logged calls from 12:12 to 12:21. This incident
forms part of the MI report from the previous day. Call 2290796 refers and is linked to the MI
call 2287209. NB. Forms part of the MI for the LCK errors.
Other Thursday 4% April. Moneygram service appeared to be unavailable, investigations showed
incidents in that 1 of the Moneygram Web servers had a corrupt Agent Mapping file so 50% of
Fujitsu Moneygram calls were failing. Reload of the Web server and a re-load of the Agent mapping
Services file was required. Service outage from 11:47 and was successfully restored at 15:40 after the
domain: reload of the server and mapping file. Call 2195095 refers.
Friday gt April. Incident raised on the T&T Track & Trace service as Parcelforce not getting
all the T&T messages. Investigations showed that 2 of the T&T Agents were out of service
and had been since the 31° March and the 1* April. As the NPS only holds 3 days worth of
messages some will be lost. OCP was raised to restart the Agents 1 at 18:00 and the other
at 20:00. There are some 600,000+ messages waiting to be transferred once the Agents are
restarted. Call 2220784 refers.
Wednesday 14th April. There was a late surge of calls at the HSD from HNGX branches,
they had issues rolling over. The issue appeared to be unable to rollover a stock unit and this
was due to a lock from another counter, required re-boot and then the failing counter to
release the lock, there was timing and procedural issue here. As the calls started late and
ran past 18:00 when the HSD should normally close, we kept 3 agents available to take calls
up to 18:30, as we had 11 calls queuing. Only 8 calls logged to the incident and some calls
carried over to the next day. Call 2236908 refers.
Friday 16th April, A sudden influx of calls to the HSD at 16:45 from branches reporting
unable to contact the Data Centre. Calls lasted for about 10 minutes with up to 11 calls
waiting. Initial indications were that it was an IP Stream failure but a more detailed
investigation showed a BDB 2 issue regarding Lock Manager. This is the subject of a Peak
fix under morning Prayers. Call 2245774 refers and 6 branches logged calls. NB. See above
incident on Friday 9"" re LCK Error.
Wednesday 21st April, (Occurs every day since). Whenever Post Offices stop using their
counters (usually at end of day), we are being informed by the SMC, that alerts are being
generated by the ISDN failing sites in the tabletop report as being over threshold following
the generation of the “Ping” scripts.
Whilst investigations continued every morning during a Technical Bridge, it soon became
apparent that the supposed failing ISDN Sites were returning to service as soon as the PM
used their counters. In fact every day, the ‘failing sites’ were under the threshold by about
08.30 to 08.45 hrs each morning.
Investigations at the weekend proved that the ISDN connected branches were working fine
as they could all connect to the Data Centres. However this proved that the Data Centres
were unable to “Ping” outwards to the branches and therefore the ISDN reporting scripts
were wrong. Investigations continued and the root cause was due to a change made in the
CNIM s/w. This has subsequently been resolved on the HNGX ISDN routers under
OCP26695 but has yet to be applied to the Horizon estate, so the alerts still continue and are
monitored. Call 2267113 refers.
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Tuesday 27" April. Global users were down from 15:33 to16:19, this was due to OBC in
Stevenage 04 installing test kit and patching in an incorrect number for the test kit which was
already used for the Global users. The error was rectified and the Global users were restored
to service. Call 2281857 refers.
VIP sites Tuesday e” April. VIP site Chelmsford 212114 gateway down, no service from 09:29 to
affected this 14:08. Engineer replaced the gateway. Call 2203834 refers.
month:
Incidents None
outside the
Fujitsu
Domain:
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3 Business Continuity
3.1 Business Continuity Testing
A Business Continuity walkthrough of ‘Loss of STE04’ was completed on 15" April. The test report has been
distributed to Gary Blackburn and Andrew Harley.
3.2 Forthcoming Testing
Walkthroughs for the loss of BAL server and SAN switch are scheduled for 5” May.
3.3. Business Continuity Incidents and Issues
On Thursday 1* April a corrupt Moneygram mapping file caused 50% of the Post Office estate to be unable
to perform Moneygram transactions for the duration of the fault. There was insufficient evidence to identify
how the corruption occurred.
Also on Thursday 1 April NWB transaction timeouts were caused by an Oracle database issue that has
since been resolved by patches applied onto Live over the weekend of 3/4"
Tuesday 6” April saw instability across both debit card authorisation agents which was caused by a known
memory issue currently awaiting fix. The workaround consists of a daily reboot out of trading hours. Later on
that day there were NWB timeouts attributed to the late running of POLFS/ SAP backup schedules.
An ISDN issue was seen on Tuesday 6" April mainly affecting Dial on Demand PHUs. A configuration issue
in the Wigan Radius server was fixed to resolve the problem.
On the 9", 16", 28" and 29" April we saw further blips relating to HNG-X branches being unable to contact
the data centre. Fujitsu continue to work with Oracle to resolve the root cause and prevent further
occurrences.
See incidents in section 2 for further information.
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4 Complaints
During April 56 complaints were made to the NBSC about Fujitsu Services. 8 have been categorised as “other”,
which includes duplicates and PMs not being happy with the agreed SLA, leaving 48 complaints received this
month within the Fujitsu remit: this represents 0.4% of all calls logged at HSD, or 1 in 280 incidents.
Of the 48 complaints, 17 were logged against Engineering; 23 were logged against online services, of which 7
were due to the error message “Unable to contact DataCentre”, 4 related to online banking and 12 to other
issues; 4 were logged due to Equipment failure; 4 against HSD. All complaints have been investigated and
HNGxX sites have been added to the daily callbacks to help assist with getting all calls logged for the branch and
to keep PMs updated.
Escalations have also been added to the complaints this month to help capture sites which complained outside
process.
° :
Sep-09 Oct-09 Nov09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10
Sep-09 I Oct-O9 I NovO9S I Dec-09_ Jan-10 I Feb-10 I Mar-10) Apr-10
@ Other 9 6 12 24 4 15 9 8
@ Engineering 22 5 10 23 4 20 18 17
Horizon Equ 4 1 1 5 I 4 9 6 4
Horizon online Issues fe) fe} fe) fe) fe 2 6 7
m@HSD 3 3 2 40 2 2 3 4
t Online Services 2 2 3 22,00°«7 4 3 16
Justified and Not Justified complaints
Complaints are justified where there has been a failure within the Fujitsu remit.
40 Complaints were considered valid and 16 were considered not valid. Of the 40 complaints considered valid,
17 were due to Engineering, 18 were due to online services, 3 due to Equipment and 2 due to HSD call
handling.
40
@ Justified m@ Not Justified
16
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Historical Breakdown of Complaints Data
All complaints were investigated and 11 required a formal response. 6 were considered justified. 5 complaints
were due to Engineering missing the SLA, which has been feedback to our Engineering services and 1 was due
to lack of checks carried out by a HSD Agent- feedback and extra training has been given.
Total number of
complaints logged
against Fujitsu 37 7 28 es % %? “ *
Services
Exclusions (duplicate 9 6 12 24 11 15 9 8
/ inappropriate)
_
i 8 Le
act r
I. .
Number passed to
Fujitsu Services for 5 4 2 9 4 10 7 11
formal investigation
Number considered
justified by Fujitsu
Services that 4 2 1 9 1 6 4 6
required formal
investigation
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5 Service Summary
5.1 Horizon Service Desk
HSD received a total of 16041 calls in April, which is a volume decrease of 3565 from last month. Call volumes
were slightly higher than average over the past year, notably for software calls as a result of the Major Incidents
experienced this month.
Service related incidents impacted call volumes on four days in April; the 1°, 6”, 9" and 28".
The HSD made 1772 proactive calls to the branches during quieter periods, and have also been contacting back
around 20 HNGx sites on a daily basis, which has received very good feedback from the Post Masters. This
work will continue going forward.
USAT score increase by 0.1 to 4.5 for April and the FTF is also above target at 91.35%.
Calls logged by Branches
15,000
12,000
9,000
6,000
Branch Referral Incidents
3,000
’or09 May.02——m.09 09GB «Spo Ont Nov-09. ee 09 Jan-10 Feb. Mat. AO
Month
[=aChange [Environmental [Hardware
[Inappropriate GHEE NBSC Referral [Network
MMI Reference Data Cosoftware [Other Queries
[EGU Branch Network Resilience HHH One Shot Passwords aim Postshops
EEEBranch Network Resilience Live Branches at EOM ‘ee-G-month moving average
Total Calls
‘enonth moving weroge vroee I oso I oaar I sows I oer I ooee I 10000 I soma I sores I toro I tows I 11700 I 1772
Live Branches at EOM aera I veo I vieoe I sao I aze6r I sass [asa I ssa I sisi I anor I seo I ave0s I sta90
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Proactive Calls made by HSD
1772 proactive calls were made by the HSD in April.
Outbound Proactive Calls
1000
800
600
400
200
°
USAT Callbacks Non-Polling HNGX Callbacks
@ Dec-09 39 100 745 [ °
@ Jan-10 70 153 742 [ °
1G Feb-10 473 164 643 °
1G Mar-10 243 162 7m [ 690
m Apr-10 532 154 668 [ ais
USAT Survey Results
HSD Contacted 532 sites in April but only 212 PM's wanted to complete a USAT survey.
April achieved an overall average of 4.5 out of 5, which is a 0.1 increase from last month.
Sep-09 I Oct-09 I Nov-09 I Dec-09 I Jan-10 I Feb-10 I Mar-10 I Apr-10
Qi 41 44 42 44 45 44 43 44
Q2 41 4.3 41 4.3 4.6 4.2 4.2 4.4
Q3 4 41 4.6 4.2 4.5 4.3 41 44
Q4 41 41 4 41 4.3 4.2 4.3 42
Qs 47 4.6 4.4 4.6 47 4.5 46 4.7
a6 4.3 46 45 45 47 46 45 47
Q7 4.2 46 48 45 46 45 45 46
Out of the 7 above questions asked of the PM, a score of 5 was given to 69%, 4 was given to 18%, 3 was given
to 7%, 2 was given to 3% and 1 was given to 3%.
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USAT April 10
180
160
140
120
100
80
60
40
20
Q8 - Would you say this experience was Better, Worse or the Same as the service you normally get when
contacting us?
% Customer Experience
Dec-09 Jan-10 Feb-10 Mar-10 Apr-10
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3,000
2,500
2,000
4,500
Non Branch Incidents
4,000
500
Aer09 May und kO9AUg.OD «Sep-Oct Nov. Den dant. Feb-t. Mart. Apt
ONon Polling Operational Change
Security Software Branch Network Resilience
System Management Centre Closure all other incident types
a
ec ee
ee ee ee ee Ve
oe cd ee ee
sr “rs I er ee oe rc
Teal wo I aa Te [a
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.
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5.2 Engineering Service
April saw relatively low volumes of calls to Engineering, a reduction of 26% from March, with no single cause for
the reduction. The reduction was evenly spread across all hardware types with the exception of PHUs and
Vans; as the PHU estate grows with the luggable to PHU programme, we anticipate a related proportional
increase in this type of call. Performance was uniformly good for the majority of the month, with the exception of
the ISDN outage which impacted communications to around a quarter of the PHU estate, meaning that a large
number of A priority BU calls were logged simultaneously in limited, quite remote geographical areas. The
nature of these calls made it challenging to complete them all within SLT; although 15 were completed in time,
the remainder had to be carried over, which caused the majority of the month's failure on the Base Unit SLTs.
There was also some confusion in Northern Ireland branches over which days were being taken for the Easter
weekend- different branches chose to take either Thursday and Friday, Friday and Monday, or Monday and
Tuesday. This potential difficulty was not recognised until UK Bank Holiday Monday, meaning that some SLTs
had expired. Despite these issues, thanks to consistent good performance for the rest of the month we achieved
3 of the 8 A priority SLTs, improving on every Peripheral target conformance from March. C priority
conformance also improved on recent performance.
Extended build times for Horizon base units continue due to additional immediates; however it has been
established that HNG-x base units take an average of 32 minutes to build, approximately twice as fast as
Horizon.
Branch Calls which resulted in an Engineer Visit
4,000
3,000
2,000
No. of Visits
41,000
At” Mayo urd Augd® I” Sepg9 I Oc.09 Nano Dee09 ane ‘ agei0
Month
[Bar code readers Base units keyboards Screens
Screen PSUs Mother items OK printers Pin Pads
= Luggables Epson counter printers Vans, BPHUs
Bar code readers
Base units
Tuggables
Keyboards ari_I 366 I aa I 02 I 350 I 60 I 368 I 002 I os I 310 I a1 I 406 I 305
Epson counter pinters ee_ I 1 I om I sm I 2 I «2 I sv I «8 I 057 I 504 I 01 I ooo I 457
(OK printers 20 I 290 I ser I om I ss I sor I se [ sw [ os [sx [aie [ ses I 278
Pin Pads. seo I sea_I ors I osc I 570 I os I 206 I 20 I ors I 033 I 02 I 7e5 I 586
Sereens m_I05 [ sor I 30 I 266 I «57 I 252 I 206 I ooe I 303 I 280 I 277 I 208
‘Screen PSUS zar_I 2s I 240 I 20 I 282 I 19 I oa2 I 510 I 40 I s62 I 216 I 204 I 15
other tems a a Ed 8 % 7 70 oa 7 30 I tas I 188 I 120
Vans 70 e 3S o 7 15 o 70 12 7 4 21 2
PHUs 20 3 7 o a EI Ed 3 40 a a 70 oy
Average Dally \
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Details of Post Office van part swaps and repairs:
idle rererence. I. Branch "Branch name Product Ropar Code. Rega.
i R74 HSD Action - User
2238569 100444 Wick mobile PATICLX365/400A advised Base Units
r r r I R74 HSD Action - User
2254934 100744 Markethill mobile PATPINPAD advised Pin Pads
R01 Engineer visit - Unit
2274588 100744 Markethill mobile PATPINPAD replaced Pin Pads
i] R74 HSD Action - User
2232078 103444 Tow Law Mobile PATROUTER-STD _ advised other items
: r I I R01 Engineer visit - Unit f
2195975 105444 __Kippen Mobile PATTM-J7100PTR___ replaced Epson counter printer
y : “R06 Engineer visit - Cable
2284209 107444 Bedale Mobile PATROUTER-STD _ repaired/reseated/adjusted _ other items
R01 Engineer visit - Unit
2193579 116444 Llandrindod Wells mobile PATPINPAD replaced Pin Pads
r - r i - ; - “R01 Engineer visit - Unit f
2193812 116444 Llandrindod Wells mobile PATWAL3400BCR _ replaced Bar Code Readers
oo me ROG Engineer visit- Cable
2213835 116444 Llandrindod Wells mobile. PATPINPAD repairedireseated/adjusted Pin Pads
R07 Engineer visit - Unit
2269113 118444 _Kington mobile ATCTXFLAT replaced Screens
ee a — oe ROG Engineer visit- Cable 1
2268372 124444 Woolsery mobile PATICLX365/400A _repaired/reseated/adjusted _ Base Units
R06 Engineer visit - Cable
2268503 124444 __Woolsery mobile PATCTXFLAT repairedireseated/adjusted _ Screens
i I R08 Engineer visit - No action
2207199 125444 _Kilgetty mobile PATOKIP-PTR _ taken / User advised OKI Printers
I RPS HiWare (Printer) -
2224438 128444 Pembroke mobile PATTM-J7100PTR__ Cleaning Cycle advised Epson counter printer
“ “R01 Engineer visit - Unit /
2230322 129444 Alnwick mobile PATICLX365/400A _ replaced ‘Base Units
: R01 Engineer visit - Unit
2267008 130444 _ Stocksfield mobile PATOKISP-PTR _ replaced OKI Printers
2264004 141444” Denhoim mobile PATWAL3400BCR BCR HSD Re-seated cabie’” Bar Code Readers
R17 Engineer Visit - Reboot
2121652 143444 Hemingford Grey mobile PATICLX365/400A _ by engineer Base Units
R74 HSD Action - User
2249743 143444 Hemingford Grey mobile PATCTXFLAT advised Screens
r r i ; R74 HSD Action - User
2260441 143444 Hemingford Grey mobile PATCTXFLAT advised Screens
; I R01 Engineer visit - Unit
2260593 143444 Hemingford Grey mobile PATCTXFLAT replaced Screens
I R01 Engineer visit - Unit
2264309 143444 Hemingford Grey mobile _ PATPINPAD replaced Pin Pads
7 i : : “R01 Engineer visit - Unit
2268361 143444 Hemingford Grey mobile PATICLX365/400A _ replaced Base Units
PHU 1.5
23 luggable units were converted to PHUs in April meaning that the number of PHUs in the estate at month end
stood at 391, leaving 62 luggable units to convert. There were 201 Branch Routers installed at existing PHU
sites throughout April meaning in total 343 have now successfully migrated to Branch Router.
The number of network calls logged in April saw a significant increase from those logged in March. This is due
to the ISDN outage on 7 April which resulted in approximately 25% of PHU branches logging a call with HSD.
Excluding these incidents the number of network calls logged in April saw a very small increase, and hardware
and software call volumes remained consistent despite the rise in the number of counters in the estate.
The work to replenish PHU sites’ emergency cable packs has completed and we have now re-stocked all sites
that were found to have no spares at all as a result of the Postmaster not informing HSD of emergency cable
use. We are continuing to ensure Postmasters are aware that they need to contact HSD if any of the cables
from their pack is used in order to maintain a quick resolution to issues that can be resolved over the phone by
the Postmaster rather than requiring an engineer visit.
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We are introducing a dedicated team on the Horizon Service Desk looking into call trends and working to find
better resolutions. Part of the work they are carrying out will include looking into PHU builds/revisits and
engineer issues on-site. Once relevant data has been produced analysis work will take place to identify the area
of focus to improve the MTBF and reduce and counter down-time.
Details of Repa'
[Hardware
[Network
[Software
Number of PHU Branches at month]
Jend 2301 230] 248] 253) ~—260I_~—26eI_—270]_~—2e9I_—277I_~—303]_~—319]_~—3e8] 391
400
350
250
200
150
Se £ £ CS &
EEE Hardware MBE Network [—1Software Number of PHU Branches at month end
Breakdown of Hardware Incidents
Repaired by Engineer visit 4
Remote fix by Desk or other Fujitsu group 4B
Engineer visits
~ Mirror disk replacedirepaired/adjusted
R03 Engineer visit - Unit repaired/adjusted
R06 Engineer visit - Cable repairedireseated/adjusted
R07 Engineer visit - Cable replaced
ROB Engineer visit - No action taken / User advised
R17 Engineer visit - Mains adaptor/PSU
replaced/epaired/adjusted /
R17 Engineer Visit - Reboot by engineer 4
R36 ENG visit - Branch Router restarted i
aosary
naa
Remote fixes R23 SMC “No action Taken
R38 PHU cable pack replenished
R40 User Action - Reboot
R45 User Action - PiNpad re-installation by branch
R44 User Action - Engineer visit cancelled by site
R66 NW - Reboot Resolved
R68 HSD Action - Engineer incident raised
R74 HSD Action - User advised
R96 SSC - fault resolved
IRS2 S/Ware - Error / Reboot
Nya Gnawa own
‘Total calls clos 2
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April 2010
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FUJ00096458
5.3 Branch Network Service / Central Network
5.3.1. Branch Network Service
During April 1437 network calls were completed by HSD, an increase of 349 calls over the previous month.
97.8% of these were resolved within 4 hours against the 96.5% target and 98.5% were resolved within 6 hours
against the 100% target. Work is ongoing to provide additional focus to long term incidents as well as to ensure
that all the correct diagnostic and on site checks are performed at the earliest possible point of contact with the
branch in order to reduce the overall age of these complex incidents.
Summary of the Weekly Dashboard for April:
Week Ending
30"
April
23th
April
16
April
Number of branches with no online services - no BNR
April
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 7 2 2
Number of branches with intermittent comms fault - BNR installed 8 4 2
Total number of branches with BNR installed 6
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
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5.3.2 Central Network Service
Fujitsu Central Network
There was a single Service Affecting fault within the Central Network in April. The failure was related to a Radius
Authentication failure in Wigan and affected 20% of the ISDN Estate, Calls were received from 167 Branches
between 5" April March between 11:25 and 7 April 17:15. Due to the nature of the incident a Major Incident
was Called and managed under TFS 2089529.
BT VSAT Service
During March there were no major network faults affecting the VSAT service.
Although there were no major issues reported in April
Cable and Wireless ISDN Service
During April there were no reported incidents within the Cable and Wireless domain.
BT/Core ISP ADSL Service
During April there were 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 continuing to work closely with the project team to ensure seamless transition into
HNG-x. During April Orange and Vodafone WWAN services have been used in the Branch Estate. 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. The
C&W circuit installation has been completed @ Sungard, we have also completed the first phase of the circuit
installations @ NDC and hope to complete circuit installation by Mid June.
During April we have also been assisting the project team in the installation of the AEI Interim solution. This
work has involved a number of CNS teams including the NOSS and Core ISP. We have ensured that the
Service elements of the AEI Interim solution remain separate to HNG-x and have worked with Core delivery
units to install the completed Central Network Infrastructure components.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 11,499
Live Counters 30,215
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FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
5.4 Operational Branch Change Service
Mayo due Aug Nove Dees Janes Rebs Mare! Ape
Oe noe 08 8 to 10 Cumulative
oso I 110 I 110 I 1.00 I 050 I o60 I 000 I ooo I 1.10 I 410 I 320 I 260
sw I» I * I» I « I» I « I» I « I» I I % 1.33%
TOTAL FAILURES
foumben, 1 2 2 2 1 1 ° o 4 4 2 2
Execs I 000 I 000 I 000 I 000 I 000 I 000 I 000 I 000 I 000 I 000 I 000 I 0.00
FAILURES (0%) wo I» I « I» I « I» I « I» I x I» I» I % I o00%
o o ° ° ° ° o o ° ° ° ° °
so I 203 I 1s I 213 I 200 I ses _I 193 I 6: I sor I toe I 191 I 00 1801
s I iw I x I wo I 2 I 2% I iw I 2 8 5 7 I 2 127
nuMe'
CHA
saa_I too I 153 I 172 I 165 I 14a I roe I 02 I co I 70 I 100 I 63 1460
o70I 110} 130] 120] 060] 070} 000] 000} 130] 510} 370] 320
wl] x] «I “wt o«} %I *] «I “st «} “sl %] 136%
Failures
223644 — Hundred Houses — ISDN shift order raised on incorrect number
163013 — Wrythe — Prodlist software configuration issues
Information & Actions
127 Luggable to PHU exchanges have been completed.
MSS team have created date query checkers to ensure prodlist issues are picked up and rectified.
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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 transactions failing Day J during April.
5.6.2 Reconciliation Service
343 reconciliation incidents were cleared during April. This is 6 more than reported in March.
There were 212 priority incidents of which 196 were cleared within the 8 hour SLT. Of the remaining 131
incidents, 114 were cleared within the 5 day SLT.
Reconciliation issues in April
At the beginning of April there were delays with the reversals of transactions completed at Horizon Branches.
This led to an increase in A priority calls and the root cause behind this increase is still being investigated.
Further delays in reversals being sent to the Fl caused 4,002 transaction exceptions for CardAccount. These
were all successful but late reversals. There were also problems for Link Interchange, where there were 273
State E23 transaction exceptions. 27 of these were failed reversals, needing manual reconciliation.
In the month of April there has been an increase in branches not rolling over their stock units within the 42 day
period. In particular, one problem branch has not rolled over their Stock Unit for over three weeks, which causes
hundreds of exceptions on a daily basis. This has been escalated but remains unresolved.
Further issues with Network Banking timeouts caused circa 62,000 transaction exceptions for CardAccount for
both Horizon and Horizon On Line. Development have written a script to bulk F99 the exceptions, requiring no
input from Post Office Ltd.
Throughout April there have been large numbers of TPS exceptions on the TPSC257 — POLFS Incomplete
Summaries report. This began on the reports produced on Monday 42" April and the root cause was
investigated. Until the fix is deployed to Live a workaround is in place to ensure that all held back files are
captured and sent to POLFS the following day.
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FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
5.7 Security Service
Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
60 60 60 12
Query Days this YTD Contract Received YTD
month
1778 1250 1778
3 ARQ Analysis YTD
5
<
Pa
$ BLARQs Received YTD
£ RQs YTD Contract
§
o
Sg
[4
<
$
2)
£
€_
ac
a3 3 Query Days YTD
a~ @ Query Days Contract!
2
$
3
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
4 17 4 0
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Version 1.0
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FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
BQ Analysis YTD
g 250
2 200
o
2 150 a
© 100 1 BQs Received YTD
A @ BOs YTD Contract
8 50
Bo
© © © © WRX
eF Ss YY &
Litigation Support
Witness statements 4 Witness statements YTD 4
requested this month
Days in court this month i¢} Days in court YTD
Litigation Support - POL Requests for Information - Legal Aid/Defence
Requests Received I Estimates Supplied Requests Data/Service
YTD YTD Commissioned YTD Supplied YTD
1 41 0 0
Litigation Support - Current Month and Forthcoming Court Commitments
Outlet Date Location Comments
Porters Avenue 14 May 10 Snaresbrook Witness requested
Porters Avenue 17 May 10 Snaresbrook Witness requested
Stoke Newington 26 Jul 10 Snaresbrook Witness requested
Lodge Avenue 9 Aug 10 Snaresbrook Witness requested
West Byfleet 11 Oct 10 Guildford Witness requested
Internal Adhoc Audit Retrieval Requests
Received this month Received YTD Outstanding
5 5 3
©Copyright Fujitsu Services Lid 2010 COMMERCIAL IN CONFIDENCE Version: 1.0
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April 2010
COMMERCIAL IN CONFIDENCE
FUJ00096458
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6 Service Improvement
R = Significantly behind schedule
ule G = On target
Service Improvement nefit 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 2010 COMMERCIAL IN CONFIDENCE Version 1.0
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April 2010
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7 LEAN - Sense & Respond
Engineering Fl
Work is still ongoing for the Lean activities, however due to the high call volumes this month no new projects
have been started.
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 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
10 Improve Postcode awareness on HSD
J2 A99 Checker - Remove PSE Check
o1 Network call routing improvements
D3 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
M4
M3
16 SUSPENDED Improve character display at FRC
Align CMT/HSD to provide TOUCH Support
F4 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 2010 COMMERCIAL IN CONFIDENCE Version 10
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April 2010
COMMERCIAL IN CONFIDENCE
FUJ00096458
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8
SERVICE LEVEL PERFORMANCE
8.1
Horizon Service Desk
Ret_] ut I ARL ‘Apros_I Mayos I Junds I Julos I Augos I Sepos I Octos I Novos I Decos I Jant0 I Feb10 I Mario I Aprio
Horizon Service Desk
80% [Calis answered within 30 seconds
whole estate
Horizon
Horizon Online
<100 JAverage Time to Answer <10.0 seconds 49 40 40 40 40 40 40
sees Iwhole estate 47 }_2 __I 40 40
— — —
<5% [Calis not answered OK 16% 22% 18% 24% 18% 49% 49%
I —
100% {Voicemail available outside HSD standard 400.0% 100.0% 100.0% 100% 000% 100.0% 100.0% 100.0% 100.0% 400.0% toKO% t00.0%
hours 100.0% 400.0% 100.0% 400.0%
— — —
100% Voicemail calls raised next working day 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 400.0% 100.0% 100.0% 100.0% 100.0% 100.0%
100.0% 100.0% 100.0% 100.0%
— — —
>=85% First Time Fix 80.3% — 90.6% 90.7% = HOA 840% NOAH 801% = OTH BOS ou BOY
whole estate a2 90.8% 90.7% 90.7% 90.2%
r I
Horizon 39.0% I 916%
Horizon Online 861% I 916%
95% ISoftware incidents resolved by Reboot <=15 [EER EUR Leucine 958% 95.4% 92.3% I 938% I 89.7%
minutes 86.4% 93.8%
Horizon 949% [95.2% I 907%
Horizon Online 75.6% I 88.0% I 63.3%
100% ISoftware incidents resolved by Reboot <=30 [98.3% I 982% I 992% I 98.9% I 99.3% I 97.9% I 984% I 98.7% I 98.1% I 978% I 96.0% I 97.4% I 89.9%
minutes ‘a2 98.6% 3 98.7% as 98.4% at 87.4%
Horizon 97.5% I 98.5% I 908%
Horizon Online 956% I 940% I 833%
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 17-May-10
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Pee)
FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
8.2 Engineering Service
Ret_J sur Parc] Aproa_]_Mayoo [ sunoo I swi0o [ Augod I Sepos [ oct0s [Novos I Decdd I Janto_] Febi0_[ Maria _[ Apna
[Branch infrastructure - Callto Fic
95%] NO Jease unit A Priority -3 Hr Response CERAM EELS CE CA TRC Bot I en 30.0% 33.0%
Jwnote estate a? 3 90.0% 2. 92.8% a
Horizon
Horizon Online
90%] NO Jsase unit A Priority - 6 Hr Engineer Incident to Fix
Jwnole estate
Tamm I nam W0% cana
‘oi 29.3%
[Horizon iz rt ax B%e
IHonzen Oniine
95%] NO Jase unit A Priority -8 Hr End to End incident to Fix mae 3a I 00.0% STREET 92.7%
psnole estate a2 34.4% 3. 23.2% oa
Horizon Online
95%] NO [Base unit 4 Priority -3 Hr Subsequent Response 366% I erm Baem I erm I o1e% I 773% I e50%
Jwnote estate az 3 84.6%. a:
Ionzon
Horizon Online a
95%] NO JPeripneral A Priority - 3 Hr Response 335% z % 084%
Jwnole estate ‘a2 ‘3 04.3%. ‘a4 E 88.0%
Horizon
Horizon Online
95% I NO [Peripheral A Priority - 4 Hr End to End Incident to Fix w28% I 025%
Jwnole estate az
wim I os0% I 050% [TED 07.0%
lHonzon
Horizon Online
97%] NO [Peripheral A Priority - 8 Hr End to End incident to Fix E STB 90.4%
Jwnole estate ‘a2 80.5%
Horizon
Horizon Online
95%] NO JPeripheral A Priority -3 Hr Subsequent Response 30.0% I 66.7% 100.0% 9000" MEERA (000% xeoL0%
Jwnole estate 2 3 24.4%. 2.
Horizon
Horizon Online
95%] No Joriority C- End of Next Business Oay (flexible structure) [Panam I ona a a CA cA
psnole estate az 3 38.7% aa
Horizon Online
100% No Jpriorty C-End of Next Business Day +2 hours (fexibie frozen I vae% I sven I oxime I sasn I oaan I oaen I onan
Jetracture) az 1.8% ra 90.3% 2a
Horizon Online
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
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8.3 Branch Network Service
Ret J sit J aR ‘Apros [Mayo I Junoo [I Juloo] Augod] Sepod I ocwo I Novos I Decos I Janto I Febi0 ] Marlo] Apri
zon ce a
otzon Ondine os Rs
IBranch and Counter Availability
>99.45%I NO [Branch Availability during the Critical Period 90.80% 76%
ole estate ‘a2 99.72%
Horizon 0.68% 30.70% I 00.50%
Horizon Online 99.69% 21.55% I 90.64%
99.21%] NO counter Availabilty during the Critical Period
hole estate
Horizon 99.26% I 0995% I oa4i% I 90.47%
Horizon Ontine 90.24% I 99.16% I 60.92% I 98.28%
99.45%] NO Branch Availabilty during Post Office Core Day ape” eo eae Bae I 998TH SHER ONE SHEE
hole estate 90.88%
Horizon Bo7o% I 90.76% I 9a7E% I 98.70%
Horizon Online 90.73% I 90.56% I 91.60% I 08.76%
>99.21% I LO [counter Availablity during Post Oftice Core Day mE I sOete
roe estate
borzon ie
erizon Onine 36-7o%-[ 8580% I 90.70%
Banking & Related Services Reliability
g0% I 0 IFxed conection Retiabilty 00.80% I sob.onNL' /eNONL TAonIOH I teaoR I ABOINON II AOD.OON I sa.reH” MELLIN foes sesew I omett
role estate {00.00% 00.00% 99.40% =
99% LD —JADSL Connection Reliability 100.00% — 100.00% — -190.00%, 400.0% I FooObH NOHO I 10H 0% I 88. 74H ‘siiksiilee fockaua a 99.83% oo 78%
hole estate 00.00% 100,00% 99.67% 90.00%
97% LD Joiated connection Reliability {0000 I TOOOUH AOOHOm” “AdenOH (HORN 4ONON 4ORbOK SER STR Seerh CKuRM” -SreEy SeMIy
role estate 100:00% 00.00% 99.00% oe.se
Branch Availability targets have been increased to 99.45% (from 99.33%) and Counter targets have been increased to 99.21% (from 98.92%)
wef 01/03/2010
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FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
8.4 Central Network Service
Ref I SLT I ARL Apro9 I Mayod I Jundo I Julog I Augdo I Sepoo I Octd9 I Novod I Decd9 I Janto I Feb10 I Marto I Aprio
Network Availability
>=99.95%$ NO JA&L Network Availability
100.0%
100.0%
100.0%
Banking Authorisation Agent Availabilty for Each
[Availability Period
<1 NO INumber of PI outages >2 minutes for same bank
<2 NO INumber of Pi outages >2 minutes for different banks
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COMMERCIAL IN CONFIDENCE
8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
Ref SLT ARL Apr09 I May09 I Jun09 I Jul09 I Aug09 } Sep09 I Oct09 I Nov09 I DecO9 } Jani0 I Feb10 I Mart0 I Apri
Banking & Related Services Transaction Times
=2.5 se LD — JAverage time for Banking Transactions across Fixed, ADSL &
Dialed Connections (whole estate)
{Horizon 0.38 0.34 0.43 0.43
Horizon Online 0.57 0.56 0.57 0.52
IDFD Outbound - APS All Clients
96.5% LD _ JAPS transactions delivered by 23:59hr Day B 97% 99.7% 99.8% 998% 99.7% 998% 998% 99.7% 99.8% 99.9% 99.9% 100.0% 100.0%
99.7% 99.8% 99.8% Qi 98.9%
97.5% LD JAPS transactions delivered by Day C W9% 99.9% 99% 999% 999% 99:9% 99.9% 99.9% 100.0% 100.0%
— — — —
98.5% LD JAPS transactions delivered by Day D 100.0% 99.9% 100.0% 100.0% 98.9% 100.0% 99.9% 99.9% 100.0% 100.0% 100.0% 100.0% 100.0%
100.0% 100.0% 99.3% Qi 100.0%
—— a —
100.0% 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% 100.0%
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FUJ00096458
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8.5.2 Data File Delivery - LFS
ce ‘Aproe I wayos I duno I sus I Augoo I Sepos I ocwo I Novoo I becos I vanto I Feo10 I Marto I Aprio
FD Outbound LFS
27% I no Icontrmation of pouch received at Branch by 2:00hr Day A
[rrote estate
horizon wan I 99.0% wom I aan
Horizon Online 100.0% I 100.0% I 100.0% I 99.9% I 100.0%
97.2% LD — J Confirmation of pouch received at Branch by Day B 90.9% 99.8%
jole estate a2
Horizon 99.8%
Horizon Online 100.0%
100.0% NO [Confirmation of pouch received at Branch by Day I 100.0% 100.0%
frnote estate
Horizon 700.0%
{Horizon Online 100.0%
97% NO JSAPADS Pouch collected from Branch by 22:00hr Day A
whole estate
400.0%
Horizon
Horizon Online
97.2% I NO ISAPADS Pouch collected from Branch by Day 8
whole estate
400.0%
99.9% I 99.9% I 99.9% I 99.9%
100.0% I 99.9% I 99.9% I 100.0%
Horizon
Horizon Online
100.0% I NO ISAPADS Pouch collected from Branch by Day I 100.0% % X 400.0% 400.0% 100.0% 400.0%
[whole estate Qt 100.0%
Horizon 99.9% I 100.0% I 100.0% I 100.0% I 100.0%
Horizon Online 98.9% I 100.0% I 100.0% I 100.0% I 100.0%
96.25% I NO [Daily Cash on Hand details to SAPADS by 23:59hr Day A
100.0%
jwhole estate a2 99.8%
[Horizon 99.4% 99.6% 99.1% 99.7% 99.4%
{Horizon Online 97.8% 99.9% 99.4% I 100.0% I 100.0%
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
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FUJITSU aon 208
8.5.3 Data Delivery - POL MIS & POLFS
Ref [sur I ARL ‘pros I Mays I Jun0d I Julos I Augos I Sepos I Octos I Novos I Decds I Jani0 I Feb10 I Marto I Aprio
DFO Outbound “POL MIS
96% NO _ ITransaction records to TIP gateway by 03:00hr Day B 9.1%
jwhole estate 99.3%
Horizon one I 009% I oan I 90% I 902%
07% I No [Transaction records to TIP gateway by 03:00hr Day C
ote estate
Horizon 9.0% I 09.6% I 996% 398%
Horizon Oniine 400.0% I 97.7% I 99.7% 99.9%
98% } No Irransaction records to TIP gateway by 03:00hr Day D
note estate
Horizon 3.8% 398% 399%
Horizon Oniine 700.0% 99.8% 100.0%
100% NO }Transaction records to TIP gateway by 03:00hr Day J 100.0% 100.0% 100.0% 1000% 100.0% 100.0% 1000% BEDE ECE 100.0% 100.0%
whole estate Q2 400.0% a3 100.0% a4 99.9% Q
Horizon 99.9% 700.0%
Horizon Oniine 99.9% I 100.0% I 100.0%
lbFD outbound - POLES
96% I No Transaction records loaded to configured POLFS by 07:30hr
Day B (whole estate)
Horizon von I 981% I v90% I 992%
Horizon Oniine 90.0% I 97.4% I 992% I 99.1% I 942%
97% I NO Irransaction records loaded to configured POLFS by 07:30hr
Day © (whole estate)
Horizon wen I 996% I o96% I vam I sa7%
Horizon Online yo00% I 97.7% I 09.0% I 99.2% I 952%
00% I No Jrransaction records loaded to configured POLFS by 07:30hr
bay D (whote estate)
Horizon 29.0% I 99.0% I 090% I v90% I s90%
Horizon Oniine 700.0% I 98.1% I 099% I 99.4% I 96.3%
100% I No Irransaction records loaded to configured POLFS by 07:30hr 108.0%
[Day J (whole estate)
Horizon 99.0% I 100.0% I 100.0% I 100.0% I 100.0%
Horizon Oniine 99.9% I 100.0% I 100.0% I 100.0% I 100.07
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date 17-May-10
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8.5.4 DFD Outbound — Reconciliation, HR SAP, CTS & PO Client Files
Ce a Aprao I Mayoo I sunos [aus I Augoo I Sepos I ocoa I novos I Decos I onto I Foot I morta I Aprio
IBFD Outbound Reconciation & Setiement Repos ToT
gateway
<2 I No Ipstvery by 08:05h Day &
hole estate
100% I No [oeivery by 12:00 (ater faire in FS domain) or by 18:00 (after 700.0% 100.0%
faire of DRSH or TES)
Toon I tooo I 100.0% I 100.0%
“00.0% I 100.0% I 100.0% I 100.0%
oF outbound - Reconciliation Files.
<=2 NO [Number of failures of REC file delivered to CAPO daily by oo 68 oo 08 os 00 60 oo oo 08 66 oo 60
103:00hr (whole estate) a2 00 Q3 60 a4 00 Qi 68
<2 No [Number of failures of REC file delivered to A&L daily by 03:00hr
100% NO JREC files delivered to CAPO by 16:00hr on Day B 100.0% 100.0%
whole estate 100.0% 100.0%
iorizon Too0% I To00% I 100.0% I 100.0%
Horizon Ontine 700.0% I 100.0% I 100.0% I 100.0%
100% I No JREC ties delivered to A&L by 18:00hr on Day 8 100.0%
Jwhole estate 100.0%
Horizon Foo0% I Too0% I 100.0% I 100.0%
Herizon Ontine 700.0% I 100.0% I 100.0% I 100.0%
oF outbound - HR SAP
100% Lo IHR SAP delivered to the POL gateway by 21:30hr on the Friday. 100.0% 100.0% 100.0% 100.0%
preceding the pay tun date (whole estate) G2 100.0% 400.0% 100.0%
oizon 00.0% I Too.o% I To00% I T000%
Horizon Ontine “100.0% I 100.0% I 100.0% I 100.0%
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
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8.5.5 DFD Inbound - LFS & Transactions Corrections File Delivery
Ref SLT ARL Aprod May09 I Jund9 ‘Julog Aug09 I Sep09 Octo Nov09 I Dec09 Jani0 Feb10 Mar10 I Apri0
IDFD Inbound - LFS.
90% NO JSAPADS Planned Orders delivered by 08:00hr on Day A
Jwhole estate
IHorizon 99.4% 99.9% 99.4% 99.5% 96.3%
Horizon Online 100.0% I 100.0% I 99.6% 99.7% 93.3%
96% RL ISAPADS Planned Orders delivered by 12:00hr on Day A
99.9% I 99.9% I 99.9% I 99.9% I 99.9%
100.0% I 100.0% I 100.0% I 99.9% I 100.0%
Delivery of transaction correction records to Branches
javailable at 23:59:59hr Day A
90% LD J Transaction corrections available by 08:00 on Day B 99.0% 98.1%
whole estate Tec
Horizon 73.3% 79.1% 70.9% TBC TBC
Horizon Online 64.9% 71.9% 54.3% TBC TBC
96% LD J Transaction corrections available by 12:00 on Day B 79.1% I 79.9% I 77.1% Pere hale
whole estate 93.0% at Tac
Horizon TT A% 80.0% 72% TBC TBC
{Horizon Online 64.9% I 72.4% I 60.5% TBC TBC
100% LD J Transaction corrections available by 23:59:59 on Day J EXT 100.0% 100.0% 1000% 100.0%
whole estate 99.9% at 100.0%
Horizon 99.9% I 100.0% I 100.0% I 100.0% I 100.0%
Horizon Online 99.9% I 100.0% I 100.0% I 100.0% I 100.0%
©Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version 1.0
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COMMERCIAL IN CONFIDENCE
8.5.6 Central Systems, POLFS & TES Availability
Ret I sut I ARL ‘aproa I Mayoo I Junos I Juios I Augos I sepos I octos I Novos I Decos I Janto I Febto I Marto I Aprio
iCentral Systems Availability
<3 I NO outages in Core Hours where the Core Solution is unavailable
core hrs Jat >10% of Branches per SLT year
<8 I NO Joutages in Core Hours where the Core AND Banking Solutions
core hrs are unavailable at >10% of Branches per SLT year
<=14 I 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 Availabilty AD0L0% “AOOIO%H" 400.0% 000% I 40.0%’ “HOO “400% —4OOIN% 400%) “4oOO%
400.0%
>=4 I NO [POLES shail not be unavailable to users on any single occasion ¢
hours during the service level management period 68
Transaction Enquiry Service
99.75% I NO }TESQA availability between 07:00hr and 22:00hr for SLT FO00% “400.0% 4ODIO%" —4OH.0% 00.0% “FORO 400.0% “TOOK —FODO% —400.0% —tooe%’ doo.0% 40.0%
calendar year 100.0% 100.0% 100.0% Qt 100.0%
— — —
97% I NO [Transaction received in the data centre between 07:00 and B87% 100.0% 100/0% 100.0% A000 Soe eve MR TK — Ge.8% © oO 000% 88.0%
20:00 daily will be available within 15 mins on TESQA 100.0% 160.0% 99.0% Qt $03%
—— — — —
100% NO If TES fails transaction received between 07:00 and 20:00 will FRRLD AY S Ck: esc. Salk eo 400.0% 100.0% 100.0% 100.0%
be available within 2 hours on the TESQA 190.0% 100.0% Q4 99.9% Qt 100.0%
— — —
100% I NO [Transaction received in the data centre between 20:00 and 400.0% —4000% 400.0% 400.0% 400.0% 100.0% 100.0% 400.0% —f000% 400.0% too.d% 400.0%
22:00 daily will be available within 40 mins on TESQA 190.0% 100.0% 100.0% Qt 100.0%
— — — —
100% I NO _ [if TES fails transaction received between 20:00 and 22:00 wil [REM MMInn inn Wc nuntlt Cin Misia kt in uainoncnnncn
be available within 2 hours on the TESQA 400.0% 100.0% 400.0% 100.0%
— — — —
100% I NO [Transaction received in the data centre between 22:00 and 400,0% 400.0% 400.0% 400.0% 400.0% I 4000% I 400.0% 400% —FoOm% —tODO% Foo TOOK 4o0.0%
07:00 daily wil be available within 4 hours on TESQA
400.0%
100.0%
100.0%
100.0%
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Fe)
FUJITSU
SERVICE REVIEW BOOK
April 2010
COMMERCIAL IN CONFIDENCE
FUJ00096458
FUJ00096458
8.6
Reference Data Service
Ref I SLT
ARL
Mar09
Aprog I Mayo I Junog I Julio
‘Sep09
Oct09
Novos
Decd9 I Janto I Feb1o I Marto I Aprio
96%
97%
98%
100%
NO
NO
io)
IDFD Inbound - Reference Data
Reference data delivered by Day B
hole estate
Horizon
Horizon Online
Reference data delivered by Day C
iwhole estate
Horizon
fHorizon Online
Reference data delivered by Day D
hole estate
Horizon
Horizon Online
Reference data delivered by Day J
whole estate
Horizon
{Horizon Online
100.0%
100.0%
100.0%
100.0%
100.0%
©Copyright Fujitsu Services Ltd 2009
COMMERCIAL IN CONFIDENCE
Version: 1.0
Date: 17-May-10
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o SERVICE REVIEW BOOK ~
FUJITSU April 2010
COMMERCIAL IN CONFIDENCE
8.7 Reconciliation Service
Ref SLT ARL Apros May09 Junog Julog Augod Sepod Octod Novo9 Dec09 Jani0 Feb10 Mar10 Apri0
Exception / Error Resolution
95% I NO Banking & Related Services Priority Exceptions resolved in 8 400.0%
hours or ess (whole estate) a2
Horizon 700.0% I 100.0% I 100.0% I 94.1%
Horizon Online 100.0% I 100.0% I 100.0% I 88.3%
95% I NO JBIM report issued within 5 working days 100.0%
ole estate
Horizon 100.0% I 100.0% I 100.0% I 94.5%
Horizon Online 100.0% I 100.0% I 100.0% I 78.1%
Payment File Delivery to Merchant Acquirer (Debit Card)
by 12:00] LD Payment file delivered to MA on the day following creation date Pama Mies ¢ 100.0%
fof the file 100.0%
Horizon 100.0% }I 100.0% I 100.0% I 100.0%
Horizon Online 100.0% I 100.0% I 100.0% I 100.0%
Copyright Fujitsu Services Ltd 2009 COMMERCIAL IN CONFIDENCE Version: 1.0
Date: 17-May-10
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