oO
FUJITSU
FUJITSU SERVICES
Management Information Service: Service
Description
Commercial in Confidence
FUJ00120480
FUJ00120480
Ref: SVM/SDM/SD/0016
Version: 1.0
Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Management Information Service: Service Description
Service Description — Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service Description for the Management Information Service
as provided under contract to Post Office
APPROVED
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services Senior
Services Delivery Manager
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CONTRACT CONTROLLED
oO
FUJITSU
FUJITSU SERVICES
Management Information Service: Service
Description
Commercial in Confidence
FUJ00120480
FUJ00120480
Ref: SVM/SDM/SD/0016
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by
[Date]
Review Comments to :
Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI
James Stinchcombe
Fujitsu Services: CS
Pete Thompson
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
( * ) = Reviewers that returned comments
0.3 Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0003 Data Centre Operations Service: Service I pycs
Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint PVCS
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F fir Management Information Service: Service Ref: SVM/SDM/SD/0016
UJ SU Description Versio 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Working Document
SVM/SDM/PLA/0001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working
Document
SVM/SDM/PRO/0011 MIS — Joint Working Document PVCS
NB/SDS/008 Network Banking MIS Reports Design PVCS
SVM/SDM/SD/0017 Security Management Service: Service PVCS
Description
SVM/SDM/PRO/0017 Transaction Time Benchmarking, Joint PVCS
Working Document
CS/PER/046 Counter Transaction Time Performance -} PVCS
measurements and results
VI/STR/064 Testing Approach for the Horizon PVCS
System
CS/PRD/074 POA Incident Management Process PVCS
SVM/SDM/SD/0007 Service Management Service, Service I PVCS
Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation Definition
FTMS File Transfer Management Service
Miscellaneous Data I Ad-hoc MIS data requests received from Post Office outside of the
Queries contractual or regular MIS provision
Primary MIS Site Fujitsu Services primary MIS site at Bracknell or such other location as
notified from time to time
Service Management I Web based management information portal developed by Fujitsu Services to
Portal allow Post Office to have real time access to management information
Transaction Time I An allowance in time given for a component element of a Transaction time
Benchmarking Credits
which cannot be regularly measured during a Transaction time benchmark
exercise, for example, the speed of the network
0.5 Changes in this Version
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FUJ00120480
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O Management Information Service: Service SVM/SDM/SD/0016
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
Version Changes
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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Fi fir Management Information Service: Service Ref: SVM/SDM/SD/0016
UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
0.7 Table of Contents
1.0 SERVICE SUMMARY...
1 SERVICE DEFINITION..
2.1.1 The Service Review Book.
2.1.2 Summary Service Overview.
2.1.3. Provision of Information.
2.1.4
21.5
Miscellaneous Data Queries.
Supporting Liquidated Damages Calculations.
Access to Real Time Management Information..
Service Management...
2.2 SERVICE AVAILABILITY.
2.3 SERVICE LEVELS AND REMEDIE
1 General Principles.
3.2 Service Level Relief...
3.3. Rectification Plan...
4
5
Service Levels for which Liquidated Damages Appl:
Service Levels for which Liquidated Damages Do Not Apply.
6 Operational Level Targets...
7 Performance Metrics.
8 Design Targets...
NN
2. .2 Licences.
2.6 CHARGES.
2.6.1 Operational Fixed Charge.......
2.6.2 Operational Variable Charg
2.6.3 Additional Operational Variable Charges
2.7 DEPENDENCIES AND INTERFACES TO OTHER OPERATIONAL SERVICE:
2.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES......
2.9 BUSINESS CONTINUITY.
2.9.1. Maintaining the Access to Data.
2.10 DOCUMENTATION SET SUPPORTING
3.0 I HNG-X APPLICATION ROLL OUT - TRANSITIONAL PERIOD..
3.1 SERVICE DEFINITION..
3.2. SERVICE AVAILABILITY.
3.3. SERVICE LEVELS AND REMEDIE
3.4. SERVICE LIMITS AND VOLUMETRI
3.5 A AND LICENCES.
3.6 CHARGES..
3.7. DEPENDENCIES AND INTERFACES wim OTHER “OPERATIONAL ‘SERVIC
3.8 I Post OFFICE DEPENDENCIES AND RESPONSIBILITIES
3.9 BUSINESS CONTINUITY...
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UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
3.10 DOCUMENTATION SET SUPPORTING THE SERVICE. seeeeeeseeeee
4.0 I ANNEX A: TRANSACTION TIME BENCHMARKING SERVIC.
41 HNG-X..
Summary..
Service Definition.
Service Levels and Remedies.
Service Availability...
Post Office Dependencies and Responsi ie
HNG-X APPLICATION ROLL OUT — TRANS
1 Summary...
2 Service Definition. sees
Service Levels and Remedie:
Service Availability...
Post Office Dependencies and Responsibilitie:
Uber
IONAL PERIOD.
=
aaeeeNeeeeS
i
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roo) Management Information Service: Service SVM/SDM/SD/0016
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
1.0 Service Summary
1.1. The Management Information Service provides to Post Office, performance reporting
and management information relating to the Services.
1.2. The Management Information Service consists of seven (7) component services:
(a) The delivery to Post Office of the monthly Service Review Book as detailed in
section 2.1.1 of this Management Information Service, Service Description;
(b) The delivery to Post Office of supporting information in relation to liquidated
damages detailed in section 2.1.5 of this Management Information Service,
Service Description;
(c) The delivery to Post Office of management information in relation to Banking
& Related Services data as detailed in section 2.1.3 of this Management
Information Service, Service Description;
(d) The delivery to Post Office of management information in relation to the
Automated Payments Service as detailed in section 2.1.3 of this Management
Information Service, Service Description;
(c) The delivery to Post Office of management information in relation to
Miscellaneous Data Queries which may be received by Fujitsu Services, as
detailed in section 2.1.4 of this Management Information Service, Service
Description;
(f) The provision of the Service Management Portal to enable Post Office to
access real time updates to Service performance and Service Level Target
measurement; and
(g) The provision of the Transaction Time Benchmarking Service, as set out in
Annex A to this Management Information Service, Service Description.
1.3. Staff utilised for the Management Information Service will have the necessary skills
to provide statistical and data analysis appropriate to the Management Information
Service.
1.4. The delivery of the Management Information Service to Post Office may be via
electronic medium, (FTMS or e-mail), compact disk (CD) or paper as agreed
between Post Office and Fujitsu Services.
1.5. ARQ will not form part of the Management Information Service and are covered
separately under the Security Management Service as detailed in the CCD entitled:
“Security Management Service, Service Description” (SVM/SDM/SD/0017).
1.6. Information in respect of prosecution support cases will not form part of the
Management Information Service. Any information required of this nature should be
directed to the Security Management Service as defined in the CCD entitled:
“Security Management Service, Service Description” (SVM/SDM/SD/0017).
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UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.0 HNG-X
2.1. Service Definition
2.1.1 The Service Review Book
The SRB is the primary input into the Service Management Relationship and will record a
summary of Operational and Call Off Services provided in the preceding calendar month. In
doing so, Fujitsu Services will:
2.1.1.1. deliver Version I of the monthly Service Review Book (SRB) to Post Office within
five (5) Working Days of the end of the relevant calendar month. This version will
contain SLT data only.
2.1.1.2. deliver Version 2 of the monthly SRB to Post Office within ten (10) Working Days of
the end of the relevant calendar month. This version will contain Service Level Target
(SLT) data (which may have been updated from Version I due to the late delivery of
information) and a service summary broken down into the following categories, but
not limited to:
(a)
(b)
(d)
(e)
(g)
(h)
management summary — highlights of the Service delivery in the preceding
month;
a summary review of each of the Operational Services delivered;
performance reporting as agreed between Post Office and Fujitsu Services from
time to time;
service volumetric data which is available to Fujitsu Services;
summary review of problem management and cross domain problem status;
summary review of Releases delivered and future scheduling of Releases;
the scorecard action plan;
monthly SLT achievement reported over the previous 13 (thirteen) calendar
months in the following format:
e SLT achievement, with the exception of all Data Services SLTs (Data file
Delivery and Logistical Feeder Service), as detailed in the CCD entitled:
“Data Centre Operations Service, Service Description”
(SVM/SDM/SD/0003), shall be reported to one (1) decimal place; and
e SLT achievement for Data Services SLTs shall be reported to two (2)
decimal places.
2.1.1.4. SLT achievement will be colour coded as follows:
(a) green: SLT met — no issues to report;
(b) amber: SLT missed — one off incident with action plan in place or not required;
and
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(c) red: SLT missed — root cause unknown at this point or no action planned to
resolve the issue and could re-occur.
2.1.1.5. Fujitsu Services will provide an Annex to Version 2 of the monthly SRB for all
Services where liquidated damages are payable for the month being reported. The
Annex will detail the following in respect of each failure:
(a) Incident reference;
(b) — degree of failure;
(c) _ brief description of Incident;
(d) explanation of cause of failure; and
(e) action planned/taken to mitigate further failures.
2.1.2 Summary Service Overview
2.1.2.1. Fujitsu Services will deliver a summary service overview to Post Office within ten
(10) Working Days of the end of the relevant calendar month. This will be a
summary of the previous month's delivered service. The summary service overview
will contain:
(a) the SLT performance, by SLT group (e.g. Service Desk, Engineering etc.) for
the reported month showing the number of SLTs falling into the RED,
AMBER or GREEN category as described in section 2.1.1.4 of this document;
(b) the SLT performance, by SLT group (e.g. Service Desk, Engineering etc) for
the reported month when compared with the rolling twelve month average.
This will record whether the reported month is either “UP” ic. showing a
higher performance than the rolling twelve month average, or “Down” i.e.
showing a lower performance than the rolling twelve month average;
(c) the monthly performance of the Services delivered to Branches which includes
the parts of the system operated by both Fujitsu Services and Post Office
suppliers;
(d) the customer service scorecard for the reported month when compared with
the rolling twelve month average noting whether the score for the reported
month is either “UP” i.e. showing a higher score than the rolling twelve month
average, or “Down” i.e. showing a lower score than the rolling twelve month
average;
(e) a brief description of the service high or low points from the reported month.
2.1.3 Provision of Information
2.1.3.1. Fujitsu Services will deliver the management information described in section 2.1.3.2
to Post Office, in the form and manner as further detailed in the CCD entitled:
“Network Banking MIS Reports Design” (NB/SDS/008).
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J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.1.3.2. Fujitsu Services will deliver APS Client Transaction management information to Post
Office. The information to be provided is as follows:
(a) _ the number of Transactions completed, (in respect of APS at APS Client level)
each day throughout the Branch network; and
(b) _ the file delivery profile of those Transactions, (in respect of APS at APS Client
level) against the number of files delivered each day.
2.1.4 Miscellaneous Data Queries
2.1.4.1. Post Office will be entitled to request and receive data from Fujitsu Services in
addition to that described within sections 2.1.1 to 2.1.3 above, subject to section 2.4
of this Management Information Service, Service Description.
2.1.4.2. Ifthe Post Office intends to make a request as described in section 2.1.4 above, it will
submit a Miscellaneous Data Query request via the Fujitsu Services ‘Ad-hoc query’
mailbox. Urgent requests for data may be communicated via the telephone, however
all such requests must be followed up as soon as reasonably practical by a written
Miscellaneous Data Query request. Detail of the Miscellaneous Data Query request
process is defined in the Working Document reference: “M/S — Joint Working
Document” (SVM/SDM/PRO/001 1).
2.1.4.3. Fujitsu Services will log all Miscellancous Data Query requests in a database for
future reference and audit requirements.
Supporting Liquidated Damages Calculations
On a monthly basis Fujitsu Services will provide Post Office with the data that has
been used by Fujitsu Services to calculate the financial payments associated with any
liquidated damages.
2.1.5.2. Post Office will advise Fujitsu Services if it considers any payment to be incorrect and
both Parties will attempt to resolve any dispute at the operational level.
2.1.5.3. If a dispute cannot be resolved at the operational level, the issue will be escalated to
the Service Management Relationship for discussion and resolution.
2.1.6 Access to Real Time Management Information
Fujitsu Services shall supply Post Office with real time access to available management
information reporting via the Service Management Portal in the manner defined within the
Working Document entitled: “M/S — Joint Working Document” (SVM/SDM/PRO/001 1).
2.1.7. Service Management
2.1.7.1 Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work
together to identify opportunities for elimination of duplicated effort and rationalisation of
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processes with the aim of delivering improved efficiency and / or cost savings as referred to in
section 1.4 of the CCD entitled "Service Management Service, Service Description"
(SVM/SDM/SD/0007).
2.2 Service Availability
The Management Information Service will be available from 9:00hrs to 17:30hrs Monday to
Friday excluding Bank Holidays.
2.3 Service Levels and Remedies
2.3.1 General Principles
2.3.1.1. The performance of the Management Information Service against the Operational
Level Targets (OLT) applicable in respect of the Management Information Service
shall be reviewed via the Service Management Relationship.
2.3.1.2. The values applicable to each of the Management Information Service OLTs are
identified within section 2.3.6 of this Management Information Service, Service
Description.
2.3.2 Service Level Relief
This section is not applicable to the Management Information Service.
2.3.3 Rectification Plan
See section 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
If Fujitsu Services fails to provide the “MIS Bank Analysis Report” in accordance with section
2.1.3.1 of this Management Information Service, Service Description as described in the CCD
entitled: “Network Banking MIS Reports Design” (NB/SDS/008) once a week electronically
using “Business Objects” software (or such other software as may be agreed by the Parties in
writing from time to time) within one (1) Working Day after the end of the period covered by
the Report, or such later time as Post Office may specify then Fujitsu Services shall pay to
Post Office liquidated damages calculated as follows:
(a) Liquidated damages (MIS Bank Analysis Report) = (number of Transactions
on report in question/1,000,000) x (number of Working Days report is late x
£69.79).
(b) There shall be no Service Level Targets or ARLs in respect of the delivery of
the MIS Bank Analysis Report.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLTs for which liquidated damages do not apply.
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2.3.6 Operational Level Targets
Table 1
Report Title OLT
Service Review Book: Version 1 (Data I Close of business the 5" Working Day
Only) following the calendar month being reported
Service Review Book: Version 2] Close of business the 10" Working Day
(Complete), including the summary service I following the calendar month being reported
overview
Service Review Book: Annex Close of business the 10° Working Day
following the month being reported
APS Client Transaction MIS Close of business the 10 Working Day
following the month being reported
Miscellaneous Data Query Close of business the 5S” Working Day
following receipt by Fujitsu Services
Money laundering report Close of business the 5 Working Day
following the period covered by the report
Multiple transactions report Close of business the 5" Working Day
following the period covered by the report
Transaction outcome analysis by Branch I Close of business the 5S" Working Day
Report (as described in section 2.1.3) following the period covered by the report
Bank Analysis Report (as described in I Close of business the next Working Day
section 2.3.4) following the period covered by the report
Where circumstances outside the normal course of business impact on the timing of provision
of a Management Information Service report to Post Office then such report shall be provided
to Post Office as soon as reasonably practical after the end of the period covered by the
Report. Fujitsu Services shall notify Post Office as soon as reasonably practicable after
becoming aware of circumstances that will delay preparation or provision of a Management
Information Service report.
2.3.7. Performance Metrics
There are no performance metrics associated with the Management Information Service.
2.3.8 Design Targets
There are no design targets associated with the Management Information Service.
2.4 Service Limits and Volumetrics
There are no specific service limits or volumetrics associated with the Management
Information Service. If in order to comply with a Miscellaneous Data Query request, the
Management Information Service is unable to complete the request, and Fujitsu Services,
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acting reasonably, expects to incur additional incremental costs, i.e. resource or systems costs,
the Management Information Service will discuss the detail with Post Office and agreement
will be reached as to the extent of the data to be supplied by the Management Information
Service or any additional cost to be agreed by Post Office prior to the giving effect to the
request.
2.5 Assets and Licences
2.5.1 Assets
There are no assets specific to the Management Information Service.
2.5.2 Licences
The Management Information Service will ensure that all third party software licences from
time to time required by Fujitsu Services to provide the Management Information Service are
maintained to ensure they are current and valid for the version of third party software being
used at the time. Where a licence or its associated support and maintenance is due to expire,
and Fujitsu Services determine that renewal is required, the Management Information Service
will ensure that the appropriate renewal process, as defined by the appropriate software
vendor or licensor, is completed and a new licence is concluded prior to the expiry date to
ensure continuity of the service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no operational variable charges applicable to the Management Information Service.
2.6.3 Additional Operational Variable Charges
Additional Operational Variable Charges may be agreed between Post Office and Fujitsu
Services on an ad-hoc basis in respect of Miscellaneous Data Requests where an incremental
resource or systems cost may be incurred by Fujitsu Services in carrying out the request, as
described in section 2.4 of this Management Information Service, Service Description.
2.7. Dependencies and Interfaces to Other Operational Services
2.7.1 Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Management Information Service and/or any of the other
Operational Services will be agreed in accordance with the Change Control
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Procedure. As at the Amendment Date, this Management Information Service
interfaces with all of the Operational Services.
2.8 Post Office Dependencies and Responsibilities
In addition to those Post Office responsibilities set out in Schedule AS of the Agreement, Post
Office will make Miscellaneous Data Query requests using the standard Miscellaneous Data
Query request form via the agreed route as described in section 2.1.4.2 of this Management
Information Service, Service Description.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Management Information Service and sets out what Fujitsu Services is required to provide in
terms of business continuity specific to the provision of this Service. Detail of the MIS
business continuity plan is defined in the Working Document entitled: “HNG-X Support
Service Business Continuity Plan — Joint Working Document” (SVM/SDM/PLA/0001).
2.9.1 Maintaining the Access to Data
2.9.1.1 MIS Client Terminals
In the event that MIS Client terminals are unavailable in the Primary MIS Site, the MIS will re-
locate to another Fujitsu Services site where such MIS Client terminals are available.
2.9.1.2 Failover Timescale
Fujitsu Services shall ensure access to MIS Client terminals at the DR site are available to the
MIS at the commencement of the next Working Day following the initial failure.
2.9.1.3. Testing
Fujitsu Services will carry out a minimum of one (1) walkthrough and one (1) operational test
per calendar year is provided covering the MIS Client terminal availability, subject to agreeing
the actual dates for such tests with Post Office, such agreement not to be unreasonably
withheld, as defined within the Working Document entitled: “HNG-X Operational Test Plan —
Joint Working Document” (SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Management Information Service, Service
Description, supports the delivery of the Management Information Services. Should any
elements of the Management Information Service be changed following agreement with Post
Office, Fujitsu Services will ensure these documents are also reviewed and amended where
necessary in line with changes agreed.
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3.0 HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
3.1.1. See sections 2.1.1 to 2.1.7 of this Management Information Service, Service
Description.
3.1.2. During HNG-X Project Workstream X4 (HNG-X Application Roll Out), Fujitsu
Services will provide HNG-X Application Roll Out Performance reporting as agreed
between Post Office and Fujitsu Services, such agreement not to be unreasonably
withheld.
3.2 Service Availability
See section 2.2 of this Management Information Service, Service Description.
3.3 Service Levels and Remedies
3.3.1. See sections 2.3.1 to 2.3.8 of this Management Information Service, Service
Description.
3.3.2. During HNG-X Project Workstream X4 (HNG-X Application Roll Out), Fujitsu
Services will report via the Service Review Book in respect of Service Level Targets
and remedies applicable to each Operational Service as the migration proceeds. The
format and content of such reporting will be agreed between Post Office and Fujitsu
Services no later than 2 (two) months prior to the start of HNG-X Application Roll
Out.
3.4 Service Limits and Volumetrics
See section 2.4 of this Management Information Service, Service Description.
3.5. Assets and Licences
See section 2.5 of this Management Information Service, Service Description.
3.6 Charges
See section 2.6 of this Management Information Service, Service Description.
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Management Information Service, Service Description.
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3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Management Information Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Management Information Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Management Information Service, Service Description.
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UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.0 Annex A: Transaction Time Benchmarking Service
4.1 HNG-X
4.1.1 Summary
4.1.1.1. The Transaction Time Benchmarking Service provides a measure of Transaction time
performance for an agreed set of Transactions which may be varied at any time
subject to the Change Control Procedure and agreement between Post Office and
Fujitsu Services. The Working Document entitled: “Zransaction Time
Benchmarking, Joint Working Document” (SVM/SDM/PRO/0017) gives details of
these Transactions.
4.1.1.2. Performance measurement (or Transaction time benchmark evaluation) is limited to
the Business Capabilities and Support Services of the nominated Transactions, no
account being taken of any manual or human/computer interface components.
4.1.1.3. For the avoidance of doubt, this Transaction Time Benchmarking Service shall not
include the provision of video transaction time benchmarking.
4.1.2 Service Definition
4.1.2.1. Transaction time benchmark evaluation shall be carried out in accordance with the
method described in the Working Document entitled: “Jransaction Time
Benchmarking, Joint Working Document” (SVM/SDM/PRO/0017).
4.1.2.2. Transaction time benchmark evaluations shall be auditable at all stages of the process
4.1.2.3. Documents to be retained include:
(a) the data giving the record times of the Transaction time benchmark test
Transactions;
(b) a spreadsheet comprising the processed Transaction time benchmark results,
the data captured from the timing exercise and the intermediate processing,
including any agreed revision made thereto following review by Post Office;
and
(c) _ the test scripts.
4.1.2.4. Such documents shall be retained for a period of seven (7) years from the date of the
relevant Transaction time benchmark.
4.1.2.5. Transaction time benchmark evaluations shall be supported by this document and the
performance statement Fujitsu Services shall provide to Post Office in writing arising
out of each evaluation undertaken in accordance with the Working Document
entitled: “Counter Transaction Time Performance - measurement and results”
(CS/PER/046).
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FUJ00120480
FUJITSU Management Information Service: Service Ref: SVM/SDM/SD/0016
J Description Versio 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.1.2.6. The contracted Transaction time benchmark target times against which the
4.1.2.7.
4.1.2.8.
4.1.2.9.
4.1.2.10.
4.1.2.1.
4.1.2.12.
Transaction time benchmark evaluation shall be measured are stated within the
Working Document entitled: “Zransaction Time Benchmarking, Joint Working
Document” (SVM/SDM/PRO/0017).
The Working Document entitled: “Counter Transaction Time Performance -
measurement and results” (CS/PER/046) shall be up-issued following every
benchmark evaluation and shall include:
(a) amendment(s) to the Transaction time benchmark target time(s) arising out of
agreed Business Capabilities and Support Facilities changes resulting from the
implementation of a Change Request under the Change Control Procedure
including reasons for any such adjustment;
(b) the new Transaction time benchmark system component and aggregate times
relating to the Release under examination;
(c) the variance between the new Transaction time benchmark times and the
Transaction time benchmark target times; and
(d) the variance between the new Transaction time benchmark times and the
previous Transaction time benchmark times.
The data recording part of the Transaction time benchmark evaluation is carried out
prior to the implementation of a Release. This is not to say that the Software
implementation is dependant in any way upon the Transaction time benchmark
exercise or the results arising there from. It is the successful completion of testing,
which is conducted under the control and management of Post Office that leads to the
implementation of the Software into the live environment as described in the CCD
entitled: “Yesting Approach for the Horizon System” (VI/STR/064).
The Transaction Time Benchmarking Service comprises Transaction time benchmark
evaluation of individual Business Capabilities and Support Facilities component times
defined in the Working Document entitled: “Zransaction Time Benchmarking, Joint
Working Document” (SVM/SDM/PRO/0017).
The Business Capabilities and Support Facilities component times are generated from
the execution of a representative set of Transactions on a test rig within a test
environment representing a real Post Office Branch as far as is reasonably practicable,
with normal counter operation.
The outcomes of the Transaction time benchmark evaluation are compared against
the counter system component target times and the results of the previous
Transaction time benchmark evaluation. Any adverse variances are analysed and
explained as far as is practicable.
The initial Transaction time benchmark evaluation results shall be presented to Post
Office for review within six (6) weeks of the commencement of the implementation
of the Release in question.
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FUJ00120480
Fi fir Management Information Service: Service Ref: SVM/SDM/SD/0016
UJ SU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.1.2.13. The final Transaction time benchmark results are formally presented to Post Office in
4.1.2.14.
4.1.2.15.
4.1.2.16.
4.1.2.17.
4.1.2.18.
4.1.2.19.
accordance with the Working Document entitled: “Counter Transaction Time
Performance - measurement and results” (CS/PER/046).
Regardless of whether the results of the Transaction time benchmarking exercise have
been delivered, in the event that a Release is implemented and there is an obvious
degradation in performance in terms of Transaction times and such degradation is
visible to Users at the Branch and reported to the Service Desk, the Incident
identified by Fujitsu Services as causing the degradation will be resolved in
accordance with the Incident and problem management process set out in section
2.1.2 of the Service Management Service, Service Description and the Working
Document entitled: “POA Incident Management Process” (CS/PRD/074). To the
extent that any such Incident is caused directly by any action of Fujitsu Services in
breach of its obligations under this Agreement, the resolution of that Incident will be
at Fujitsu Services’ cost.
The Transaction time benchmark target times, where applicable and carried forward
to the next Release are subject to a five (5) per cent uplift with each Release to
accommodate the likely increase in system contention arising from increased
functionality and complexity inherent in the Release.
Whenever an agreed system change affects one or more of the measured system
components, the Transaction time benchmark target times shall be reviewed and
amended by agreement between Fujitsu Services and Post Office (such agreement not
to be unreasonably withheld or delayed).
The Transaction time benchmark target times may also be changed as the result of an
agreement between Post Office and Fujitsu Services to change the Transaction time
benchmarking method. Under such circumstances Transaction Time Benchmark
Credits gained under the previous Transaction time benchmarking method shall be
carried forward.
When, on completion of a Transaction time benchmark evaluation, the counter
system component timings prove to be greater than the Transaction time benchmark
target times, this shall be deemed a “Transaction Time Benchmark Time
Discrepancy”.
In the event of a Transaction Time Benchmark Time Discrepancy the following
provisions shall apply:
(a) Post Office and Fujitsu Services shall agree (such agreement not to be
unreasonably withheld) a method of rectification, including a timetable, (a
“Rectification Plan”) for each Benchmark Time Discrepancy (which plan may
involve the agreement of an adjustment to the Transaction time benchmark
target times);
(b) _ if the Rectification Plan requires changes to be made to the provisions of the
Agreement including any CCD or Contract Referenced Document (CRD)
changes shall be made pursuant to the Change Control Procedure;
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FUJ00120480
rood Management Information Service: Service Ref: SVM/SDM/SD/0016
FUJITSU 8
1.0
31/08/06
Description Versio
FUNITSU SERVICES Commercial in Confidence Da
(c) any changes to the HNG-X Service Infrastructure required to rectify a
Transaction Time Benchmark Time Discrepancy shall be made at no charge to
Post Office;
(d) each Transaction Time Benchmark Time Discrepancy shall not be a Default
unless the Transaction Time Benchmark Time Discrepancy is material and
within ninety (90) Working Days after the identification of that Transaction
Time Benchmark Time Discrepancy the Parties have failed to reach agreement
upon a Rectification Plan and the Transaction Time Benchmark Time
Discrepancy has not been rectified by Fujitsu Services. In such a circumstance
that material Transaction Time Benchmark Time Discrepancy shall become a
Default upon expiry of that ninety (90) Working Day period; and
(e) a failure by Fujitsu Services to comply with a Rectification Plan (and therefore
fail to rectify the Transaction Time Benchmark Time Discrepancy) shall be a
Default.
4.1.2.20. Section 4.1.2.8 of this Management Information Service, Service Description shall be
without prejudice to Post Office’s rights with respect to Release authorisation set out
in section 4.1.1.6 of the Service Management Service, Service Description
4.1.3 Service Levels and Remedies
There are no Service Level Targets associated with the Transaction Time Benchmarking
Service.
4.1.4 Service Availability
4.1.4.1. The establishment of the test environment shall be scheduled in the Release plan so
that the Transaction time recording part of the Transaction time benchmarking
exercise is completed before implementation of the Software Release.
4.1.4.2. The Transaction Time Benchmarking Service shall be provided upon request to Post
Office, (in a timescale to be agreed with Fujitsu Services) following the
implementation of an agreed change resulting from a Change Request under the
Change Control Procedure.
4.1.5 Post Office Dependencies and Responsibilities
Post Office shall review and approve
4.1.5.1. the Transaction Time Benchmarking Service results;
4.1.5.2. any revision to the contracted Transaction time benchmark target times or the latest
Transaction time benchmark times;
4.1.5.3. all other plans and documents to be submitted by Fujitsu Services pursuant to this
Annex A (Transaction Time Benchmarking Service) of the Management Information
Service, Service Description;
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CONTRACT CONTROLLED
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FUJ00120480
FUJITSU Management Information Service: Service Ref: SVM/SDM/SD/0016
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.1.5.4. The Rectification Plan as described in section 4.1.2.19 (a) of this Annex A
(Transaction Time Benchmarking Service) of the Management Information Service,
Service Description,
in each instance, such approval not being unreasonably withheld or delayed.
4.2) HNG-X Application Roll Out — Transitional Period
4.2.1. Summary
See sections 4.1.1.1 and 4.1.1.2 of this Management Information Service, Service Description
Annex A.
4.2.2 Service Definition
See section 4.1.2 of this Management Information Service, Service Description Annex A.
4.2.3 Service Levels and Remedies
See section 4.1.3 of this Management Information Service, Service Description Annex A.
4.2.4 Service Availability
See section 4.1.4 of this Management Information Service, Service Description Annex A.
4.2.5 Post Office Dependencies and Responsibilities
See section 4.1.5 of this Management Information Service, Service Description Annex A.
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