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Re)
FUJITSU
Service
Management
Review
October 2010
Created by Scott Somerside and Ladina Brown
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Service Management Review FUJITSU
An overall view of the Fujitsu Portfolio of services; acting as a central escalation
Dave Hulbert Service point and ensuring all activities are aligned to key business objectives.
Mark Weaver Tony sisson Operations
Mark Weaver eelen aul Transition
All services which have or could have an impact in the Live environment / estate
Scott Service 4 si A ‘
Somerside Ladina Brown improvement (To include the full Fujitsu Service Portfolio)
Service Operations
Team: : Objectives
Tony Jamasb_ } Leighton Machin
} Saheed Salawu Each + Review Operational Services Performance (inc. SLTs , Scorecard and mitigating
} Andy Hemingway Operational actions)
Service +» Review Capacity Management (inc. Performance measures and mitigating actions.
Scott } Adam Parker pacity 9 ( sang )
+ Review Operational Reliability of Infrastructure (e.g. Engineering MTBF)
+ Review Operational Risks and Issues
+ Ensure Service Improvements are prioritised appropriately and contribute towards
James Davidson Optional key business objectives
Pete Thompson Ptendees + Review Business Roadmap: Change, Release
Somerside } Claire Drake
} Sandie Bothick
Requirements
Attendance is expected for all attendees
(in person or phone). If not, they should ensure the Pinputeo ns ec s0sea cand POU eae und
chair is notified and attendees have full delegated
authority to make decisions on their behalf. + Agenda + Actions and decisions
+ Actions from previous meetings + Summary for Senior Management
Due to the Scope of the meeting their will be a * The Monthly Scorecard (if required: Impact / Recommendation)
facilitator to coordinate the Agenda and ensure + Service Improvement Report
items are handled in a timely manner + Presentation from each operational
area
All attendees will ensure they are available at the
times critical to their responsibility to enable a value-
added discussion.
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SMR Agenda
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I AM
People
Review any changes to
roles or organisational
structure
Any Key Business
Changes
* Objectives /Strategy
+ Post Master Requirements
Performance
Review Operational Services
Performance (inc. SLTs and
mitigating actions)
+ Individual Presentations from
Fujitsu SDM’s from the Service
Operations Team.
+ Discussion is focussed on
exceptions
Review Operational Reliability of
Infrastructure (Engineering MTBF
and mitigating actions)
+ Individual Presentation from
Fujitsu SDM
Review Capacity Management
(inc. Performance measures and
mitigating actions)
«Individual Presentation from
Fujitsu SDM
+ Discussion is focussed on
exceptions
Review Customer feedback
* Discussion is focussed upon key
points of escalation
PM
Continuous Improvement Any Other Business
Review Business Roadmap:
Change, Release
Individual Presentation from Fujitsu
SDM from Service Transition
Ensure Service Improvements are
prioritised appropriately and
contribute towards key business
objectives
«Summary of Improvement Report
*Key items escalated as required
+ New Proposals
AOB
Requests submitted in
advance
Actions List
Review by exception: those
due for this month
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SMR Agenda: October 2010 FUJITSU
time [item Description owner
40:00 ~10:10 Review any changes to roles or organisational structure, Ladina Brown
: : key business changes (Facilitator)
10:10 - 10:30 Problem Management Saheed Salawu
Review Operational Services Performance
10:30-10:50 (SDM Presentations: Summary of SLTs, Scorecard and Incident & Event Management Saheed Salawu
corrective actions)
10:50 — 11:10 Branch & Central Networks Andrew Hemingway
11:20 - 11:40 Reconciliation Claire Drake
Review Operational Services Performance ; : g
11:40- 12:00 (SDM Presentations: Summary of SLTs, Scorecard and Service Desk Sandie Bothick
corrective actions)
12:00 — 12:20 Engineering & Logistics Leighton Machin
12:20 — 12:30 Review Operational Reliability of Infrastructure MTBF Leighton Machin
12:30 — 12:45 Review Customer feedback USAT & Complaints Tony Atkinson
12:45 — 13:00 Update on Capacity Management Adam Parker
13:30 — 13:45 Update on Operational Business Change Sarah Bull
13:45- 14:00 Update on Operational Change Sarah Bull
14:00 — 14:15 Update on Release Management Sarah Bull
14:25 — 15:00 Review Service Improvements Ladina Brown
Ladina Brown
(Facilitator)
15:00-15:30 Actions List & AOB
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Problem Management:Operational Performance FUJITSU
Transfer of open HNGX program issues to
Open problems have assigned owners and action plans for resolution
problem log
Problems arising from major incidents resolved within action
Establishment of joint weekly review of Pr pRenOn tatGet date
problem logs Changes to support operations processes
Formal review of process document For Awareness
+ Prioritisation of problems
Ownership of actions from major incident : . : =
« Release cycle impacts delivery of fixes identified
management : - : :
« Receipts and Payments issue — Fix scheduled for delivery
* QoS — on target for a populated report in December
Quicker diagnosis and resolution of some —_. post Labels — reduction in calls since roll out of new labels
out of hours calls requiring 3" party
involvement Successes / Achievements
« More reliable delivery of Ref Data to counters
Delivery plan and progress on QoS * Formalised problem management with POL
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Problem Management: Service Corrections
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Improvement
Initiative
Trend Analysis
Reports
Call triaging
Problem
Management pro-
activity awareness
File Transfer
Activities
Key Improvement Projects
Benefit / Outcome Due Date
Improved service quality 31/12/2010
Prevention of service outages
Faster response to incidents
Increased pro—activity
Faster call resolution 31/01/2011
Reduction in Peak WIP
Efficient utilisation of resources
Prevention of service outages 31/01/2011
Improved service quality
Shared understanding of obligations 31/01/2011
Prevention of service incidents
Improved support knowledge
following introduction of new services
Progress this month
Scope defined
Reports identified
Requirement clarification started
New process defined
Scope and audience identified
Communication sessions started
Scope and problem defined
Schedule of files updated
Review of knowledge base started
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Problem Management: Scorecard FUJITSU
Problem Management
A good month seeing a lot of progress made
to formalise the relationship between Post Office and 5 e
Fujitsu. Although I still see there are some teething
problems and kinks to be worked out to make the 4.8 nae —~
process flow better.
4.6
Fujitsu must ensure adequately detailed and timely 4 4
actions are completed for all open problems, but at the
same time I believe it is unfair to score Fujitsu down as 4.2 - { I I__I
the progress made outweighs these issues. .
4
That said to ensure the score remains high we have to I
progress the relationship further to give Post Office 3.8 I : a i
complete confidence in the Problem Management 36
Service. But to finish on a high I am very happy with .
the progress made this month. 3.4 --} es es oe oe
The scorecard reflects the strong working relationship 3.2
being developed with POL. 3
I
The processes are evolving and there are still areas to
No >
improve on as they mature. We are keen to increase & Oo oy & FEF wt es we yk y we
pro activity and ensure resources are devoted to those
problems that are of highest importance to POL.
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Type
Applications
Network
Network
Network
Infrastructure
Branch
Escalations
Outside
Fujitsu
Domain
Event
Counters unable to
contact Data Centre
POLMI Credence
system was
unavailable to Users
and Logica
Loss of ISDN service
Slow communication
on ISDN connected
branches
Failure of the FTMS
push and pull service
No major event
Intermittent failures
were seen on the A&L
service
Incident Management: Operational Performance
: Key Performance Highlights
' Root cause of major incidents identified within 1 working day
Date
13/09/10
06/09/10
22/09/10
15/09/10 to
23/09/10
12/09/10
15/09/10
Only 1 out of 8 actions still outstanding though still within
target completion date
Initial reports on major incidents issued within 1 working day
Post incident review conducted within 1 working day of
incident resolution.
Successes / Achievements
* Reduction in number of aged calls
¢ Counter events reports on potential BAL issues
For Awareness
+ Network incidents have a greater impact of service with
HNG-X
* Counters switched off at night
* Service impacting incidents outside Fujitsu domain
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Incident Management: Service Corrections FUJITSU
Fe Keyimprovement Projects ssi—‘isSCid Improvement Projects ]
Improvement Initiative I Benefit/Outcome Due Date Progress this month
Shared communication Improved efficiency 30/11/2010 Framework defined
plan during high impact of incident Contents identified
incident management management in POL Details started
and FJ
Knowledge training Faster response to 30/11/2010 First sessions scheduled for 20" and 21*
sessions between Duty incidents October
Manager and IMT Improved service
quality
Increased focus on aged___ Earlier identification 31/12/2010 Weekly review of aged calls
call analysis and tracking of long running
issues
Improved service
quality
POL incident references Improved service Completed Report template updated to reflect POL
on Major Incident reports quality references
POL references added to new reports
Call triaging Faster call resolution 31/01/2011 Linked to problem management
Reduction in Peak
WIP
Efficient utilisation of
resources
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Incident Management: Scorecard
Fe)
FUJITSU
We receive heads up for issues, but didn’t receive
anything for the call on the slow running ISDN
issue. Similarly, we would appreciate more regular
updates on progress with incidents. I felt that the
Live Service were kept out of the loop. It is re-
assuring that the corrective actions planned will
address our concerns.
The comments and suggestion for improvements
have been noted. Corrective actions are already in
place to address the concerns raised.
5
4.8 -
46 -
4.4
4.2
Incident Management
—
\
4
3.8
3.6
3.4
3.2 ee ee ed
3
N x
we yk week oO Ro & se e& we es
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Branch and Central Networks: Operational Performance FUJITSU
Event Date Measure Reference Actual
POLMI - Credence system was 06/09/10 All SLTs met this month with the exception of two:
unavailable to Users and Logica
Issue has highlighted a single point of
failure in the network space.
Counter Seconds Critical Period (>99.21%)
We are still seeing an impact on counter availability due to
the ongoing issues with printer labels. We believe this has
15/09/10 impacted availability by approx 0.2% this month.
99.11%
Final ‘tail counters’ migrated to HNG-X
Branch Network Service Call to Fix (100% within 6 hrs)
The 100% SLT is extremely challenging to achieve. This 96.3%
month’s figure is in line with previous months.
Successes / Achievements
Loss of / Slow communication on ISDN 22/09/10 Progression continues with ISDN to ADSL migration initiative.
connected branches
Issues with re location of PRS service to
IRE data centres completing the tail of problem branches.
Counters unable to contact Data Centre 13/09/10
Issue at OSR layer, requiring a restart
HNG-X migration: CMT input into final counter migration was key to
Partial loss of BT node in ord 25/05/10
We are heading into peak call branch comms period for the first time
with Branch router and HNG-X.
AE interim rollout on target 09/10 . : :
NRT in testing on SVI Working hard on issues related to QoS, and producing the WWAN
viability report.
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Branch and Central Networks: Service Corrections
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Key Improvement Projects
Due Date
Improvement Initiative
Topology change in C&W
network for links into
Huthwaite.
Third party to audit their
network to identify other
single points of failure.
Move services away from
ISDN in the Hull (Kingston)
area onto a shared ADSL
service.
Pursuing alternative VSAT
network providers.
Benefit / Outcome
Remove Single point of
failure within the network,
We need to understand if
we are exposed to any
unknown risks.
ADSL more stable and
potentially faster than
ISDN. No call charges
More robust solution that is TBC
not susceptible to
environmental issues
01/11/10
Progress this month
Provision of new interface on a different hand off
router underway. Awaiting confirmed date for cut
over.
New project; suppliers are currently progressing.
Technical evaluation of specification suitability is
underway.
Favourable response from a supplier; we are
currently assessing the suitability of their offerings.
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Reconciliation Service: Operational Performance
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Event : Date
In excess of 6000 State 6 10/09/10
exceptions across the Network
Banking reports. Investigated and
root cause identified. A
workaround has been put in place
and the long term fix is scheduled
for Release 4. As these are zero
value transactions they are more
“noise” on the reports than
requiring any action by
P&BA/Reconciliation Service.
244 branches affected by a POL 21/09/10
Reference Data issue where there
were 3 missing products. This
caused 35841 exceptions on the
TPS reports. This issue was
resolved and over a week the
exceptions were cleared.
Measure Reference
40 A Priority BIMS
85 B Priority BIMS
Successes / Achievements
+ Completed tail rollout of HNGx — meaning that specific Hydra reconciliation issues ceased.
+ Continuation of 100% SLA met given the large amount of Reconciliation exceptions and number of
Key Events this month Key Performance Highlights
Comment
All cleared within SLA (8 hours) — this is a 34% decrease in incidents since
August
All cleared within SLA (5 days)
BIMS provided to P&BA.
* BIMS Workshop completed on Thursday 16" September with P&BA with positive feedback
Escalations/Issues
None
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Reconciliation Service: Service Corrections
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Key Improvement Projects
Improvement Initiative
Name as well as Branch
Code to appear on all BIMS
issued to P&BA
Less technical information on
the BIMS
Benefit / Outcome Due Date
Enable P&BA to be 15/09/2010
sure of the Branch
name and Branch
code when
reviewing BIMS
Better 31/10/2010
understanding of
the BIMS reports
from P&BA
Progress this month
This was completed and the Branch Name as well
as Branch Code now appear on all BIMS issued.
P&BA teams have already given positive feedback
that this has been very helpful.
This is a work in progress. Positive feedback
received to date.
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Reconciliation Service: Scorecard FUJITSU
Score
ummary Feedback from Lynne McMeekin:
5 nN—_Ll>
+ All SLAs met
* Detail on the BIMS reports sometimes bit
technical. 4
A workshop was completed on 16th September
with the teams to clarify what information the teams
require within the BIMS reports — this was well
received by all the teams
+ Reconciliation team communicate well on a daily
basis confirming anything that is required and 2 — Score
highlighting issues when necessary
+ We work as a joint team to resolve reconciliation
issues/differences as required I
* Complete commitment and respect is shown at all
times
Summary Response from Fujitsu: 0
SLSSSISS ESSE
Very pleased that we are meeting the requirements. S35ea oO OZO UG =
We are working hard to resolve the BIMS technical >? =
language issue.
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Service Desk: Operational Performance
oo
FUJITSU
Key Events this month Key Performance Highlights
Event
Removal of Post Office Logo
impacted SLA and increased
number of misrouted calls.
Memo subsequently sent to all Post
Offices.
High Call Volumes of Queens head
Gold Label Calls
Counters unable to contact Data
Centre; issue impacted Post Master
trading. Specific IVR was
implemented.
Partial loss of BT node in Ilford
resulting in ‘Unable to Connect to
Data Centre’ message. Impact from
09:41 — 10:41.
Calls taken reached the 13,000
mark
Date
01/09/10
Daily but
impacted
Mondays
13/09/10
25/09/10
20/09/10
Measure
Comment
Reference
SLA Targets All SLA measures met in September
Call Volumes 17,930 in September
Successes / Achievements
4,930 calls answered above the contracted expected volumes - SLA still
achieved.
. By implementing a new message on the HSD IVR (advising the PM to
contact the NBSC for Transaction, Remming, Balancing and Reporting
issues) we have seen an immediate reduction in misrouted calls.
. Bounced calls process now in place at both the HSD and the NBSC.
For Awareness
MoneyGram timing out issue (outside Fujitsu domain) —
calls
increase in misrouted
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Service Desk: Service Corrections
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Improvement Initiative Benefit / Outcome
Misrouted Calls Reduce call
volumes to <5%.
(May 9%,
June9.5%, July
12%, August 12%,
Sept 11%)
Monitor OTI link between TfS Reduce OTI failure
and D1 notification from
thour to 15min
Manage ‘bounced’ calls Improve customer
experience. Reduce
time taken to
resolve incident.
Call Repair and Resolution Reducing the
Codes volume of incorrect
repair codes. (June
5.9%, July 8.4%)
Accurate Clear Times Reducing the
volume of incorrect
clear times. (June
6.1%, July 9.2%,
Aug 9.4%, Sept
10.2%)
Key Improvement Projects
Estimated Due Date Progress this month
01/11/10
01/11/10
01/11/10
Completed — On
Monitor
01/11/10
IVR message implemented w/c 20/09/10 — This is
being monitored for one month.
The D1 Screen is being monitored every 15mins.
Arranging for an SMS / email from IT support to
advise of OT] failures to be sent to IMT and SDM
for cascade. Now on monitor.
A process has been written and cascaded to both
the HSD and the NBSC; we are now collecting
supporting data.
Repair and Resolution Codes under review to
decrease the number of codes used and improve
the clarity of the coding. Codes reviewed and re-
issued to agents. Tracking progress.
Work instructions produced to assist and explain
where the clear time is within the call.
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Service Desk: Scorecard FUJITSU
Score
5
4.8
Comments from POL 46 4 7 -
Sandie and I speak on a regular basis across each :
week and she always ensures I am made aware of 4.4 - +
any key issues impacting on the desk. There is a
clear articulation of her commitment to getting the 4.2
two desks to work more closely together. 4 I
Fujitsu Comments 3.8 1 t I I —Score
Regular communication has continued to build a
stronger and closer relationship between myself and 3.6 ~T I
Kendra. We are both driving to improve the two 34 I
desks relationships and build on their knowledge . I
sharing 32 - I
and communication with each other. . I
3 on I
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Engineering Service: Operational Performance FUJITSU
Event Date Measure _ Comment
2,000 new 80gb Hard Drives purchased to replace —_ 1" Sep Call Volume Following the introduction of the new Queens Head Label in Wales, average weekly
existing 13gb drives from returned base units Epson call volumes reduce by 50% at the branches on pilot
First week of month results in one of six main A 7 Sep At 220, the volume of A priority Base Unit calls is at its lowest level ever. An indication
priority SLT’s being above target at end of week. Call Volume _ that the introduction of the Branch Router and the change from the dependency of the
Average conformance is 91.46% gateway counter has improved the overall reliability of the kit.
ie Our Engineering supplier handled more calls last month than during any month in the
Additional on site resource provided at Cathcoat, 13" Sep
Loud and North Brancholmelés the anal three Call Volume Past four years. The WIP peaked at 423 and we subsequently closed 367 calls the
branches prepare to migrate to HNG-X following day which represents over a 100% increase in output from engineering based
on average daily volumes as recent as June.
Second week in month sees small improvement inA 14" Sep Successes / Achievements
priority conformance, although small volumes mean
impact of each failure is more significant. Average
hanformanes 31.0406 2" Sep — New Scorecard process agreed with POL to ensure all comments are captured
Final branches confirmed as being HNG-X on- line 15! Sep 13th Sep — Six Dials report is scaled back after completion of roll out. Deemed to be a big success by
Cabling issue reported by a PM to POL at Lantwit, 17" Sep POL Service and Programme teams
engineer assigned same day to attend site and
correct cabling issue 20" Sep - Engineering Benchmark paper presented to POL
New Epson label goes live in Wales at 850 branches 17" Sep 23" Sep — Provisional Peak Plan for Christmas cover provided to Post Office
(7% of estate)
‘ “ aed 24" Sep — Contact made with 60 Welsh branches to confirm PM opinion of new label is a positive one
Third week of month sees five of the six A priority 21* Sep
targets being met. Average conformance is 95.38%. 25" Sep — Differentiated service offering reviewed with POL, and now awaiting comments from suppliers
Low volumes again mean that the two failures in
Belfast account for 4% on all weekly base unit 30" Sep — BCR Proposal progressing on target dates
numbers
Fourth week of month sees all peripheral targets 28" Sep Escalations (Risk/Issue etc)
met but all base unit targets miss by one call (only
50BU calls logged) Average conformance is 17" and 29" Sep — OTI Link between TfS (Triole For Service) and Touch goes down for a period of time
95.47%, the best weekly of the month.
Printers sent to Old Street upon POL request to help 29" Sep resulting in manual processing of calls being sent to engineering
with design of AEI racking idea
Sep — Set up costs for Crown Self Fix initiative are proving higher than originally expected.
Final monthly engineering figures published showing 30" Sep
conformance in 3 of the 6 main A priority SLT’s and Sep — Of the 17 Peripheral A priority fails, 12 of them were on Pin Pad calls.
90.1% on C priority target of 95%
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Engineering Service: Service Corrections FUJITSU
Improvement Initiative Benefit / Outcome Due Date
Repeat Visit Ratio (E1) Improved SLA. To achieve target of 98%
Increased availability to by 1% Jan 2011
Postmaster’s
Training Documentation (E2) Improved consistency across all 16" November 2010
engineering teams
Reporting (E3) SLT’s achieved January 2011
Kit Recall (E4) No old kit in the estate 18 November 2010
Pin Pad Failure (E7) Improved SLA / FTF 1% November 2010
OTI Identification (E8) Reduced risk of SLA failure 1st November 2010
Engineer Bulk Closing (E16) Improved Call Allocation 1% December 2010
Higher Productivity
Improved SLA
FOF (Fail on Fit) / DOA (Dead Reduction in FOF/DOA 1% January 2011
On Arrival) Understanding (E21) Improved FTF
Improved SLA.
PHU (Portable Hosted Unit) Kit Improved Response Time 1% December 2010
Location Database (E22) SLT improvement
Correct Call Handling
Repairer Peak Planning (E23) Increased Spares Availability 4" November 2010
Progress this month
-Scoping session held with all parties to understand breakdown of repeat
visits.
- Data now to be analysed and recommendations made
- Individual identified to update training documentation
- Activity to be merged to allow Crown Self Fix, Engineering, British Forces
Postal Operation docs to all be created using the same format
- Scoping session held
- 7% difference identified between supplier/customer calculations
- C priority reporting to be broken down to show point of failure
-All departments have been contacted to ask to return all Horizon stock
- Chases made on all engineers showing parts in their kit lists
- Large proportion of Pin Pad failures amongst A priority misses for
September, root cause analysis of calls involved to take place
-Key contacts on HSD and Touch contacted regarding outage responses
- Process to be reviewed and any changes agreed
- Touch provide breakdown of calls returned to HSD v Completed by hour
to measure real time delay for one week period
- Review of all FOF/DOA returns across all repairers to take place.
- Key repairers targeted based on report findings
-Contact is being made with all PHU branches to confirm the exact
location of the kit during the five day working week
- Once complete, this will be shared with our engineering supplier so they
have details of PHU locations
- All repairers are providing opening hours in order for Fujitsu to ensure
that a suitable number of spares are held to cope with call volumes during
any period of closure
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Engineering Service: Scorecard FUJITSU
The scorecard reflects the progress we are Engineering Scorecard
making. I am very pleased with the working
relationship, which is one of the strongest I have 5
with Fujitsu.
While driving engineering to conform to the 4.8 ?
Service Levels I am pleased with the level of 46
commitment I currently see from Fujitsu working
with its suppliers. Looking to the future it's key 4.4 ~~~
that as a team we drive forward the Service 4.2
Improvements such as Crown Self Fix and BCR. .
But now is also the time we should take a serious 4
look at the potential of Fujitsu offering 38
differentiated service for engineering. I will be .
working with Fujitsu to investigate further the 3.6 OOo
proposals agreed in August. 3.4
The scorecard reflects the strong working 3.2
relationship that we have with POL. 3 I
Whilst we are first to accept that there is still some x x x
way to go in achieving the engineering SLTs, we we ys’ s SS & oe oy &
do feel that we are quick to demonstrate to POL ye
that we are always looking to introduce proactive
measures that can help improve the end to end
engineering experience for the Postmaster.
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Mean Time Between Failure FUJITSU
Event” Date Measure Reference Comment 4
Epson labels introduced to estate outside of 15/09/10
Wales pilot period
Highest screen failure since Dec 09 30/09/10
Successes / Achievements
Keyboard MTBF is currently eighteen months better than it was in April 2006 and has a five year longer
lifespan than was forecast to be currently in April 2008
Base Unit MTBF is improving and is only fractionally below the levels back in April 2006
Base lining meeting has taken place between POL and Fujitsu and MTBF figures agreed post HNG-X for
all products except Epson and CTX
Escalations (Risk/Issue etc)
MTBF Penalties are currently being seen on Epson Printers, Pin Pads and Oki Printers
The previous three months has seen a considerable decrease in the MTBF of the CTX Flat screen,
significant because of the re-base lining taking place and the 20% degradation remaining in place for
12,000 screens due to POL’s decision not to purchase new
Epson labels are not being withdrawn from service and this will result in continued MTBF failure below
the threshold for excess call charges to be levied (Subject to Commercial conversations)
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Mean Time Between Failure FUJITSU
MTBF - Base units
MTBF - CTX Flatscreen
2 2 2 PP 8
ef eee
MTBF - PINpad
10.00
9.00
8.00
7.00
6.00
5.00
3.00
2.00
1.00
0.00
ry 2 2.2 2 0 0 $3aa8
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Feb
Apr
Jun:
Aug
Oct
Dee
Feb:
Apr
Jun
Aug:
Dee
Feb-10
Apr-to
Jun-10
Aug1o
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Mean Time Between Failure
Excess swap charges Total fixed base units £0.00 £0.00 £0.00 £0.00 £0.00
Mobile/PHU PC ISDN base units £0.00 £0.00 £0.00 £0.00 £0.00
CTX Flatscreen £26,075.79 £21,303.75 £0.00 £0.00 £0.00
CTX PSU £0.00 £0.00 £0.00 £0.00 £0.00
Devlin Keyboard £0.00 £0.00 £0.00 £0.00 £0.00
Ithaca Printer £472,896.63 I £343,342.98 £0.00 £0.00 £0.00
Epson Printer £0.00 £0.00 £0.00 £0.00 I £218,388.04
Welch Allen Barcode Reader £0.00 £5,466.87 I £16,717.53 £713.07 £0.00
PINpad £9,204.52 £0.00 £0.00 £0.00 £32,359.33
OKI Printer £57,961.53 I £125,227.08 I £13,453.11 I £24,391.62 £30,773.16
Total excess swap charges £566,138.47 £495,340.68 £30,170.64 £25,104.69 £281,520.53
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User Satisfaction Scores FUJITSU
USAT Questions Ju+09] Aug-09] Sep-09] Oct-09] Nov-09] Dec-09I Jan-10I Feb-10I Mar-10I Apr-10I May-10I Jun-10] Jul-10I Aug-10I Sep-10
How satisfied were you with the manner your call was initially
taken by the Helpdesk? 4 44) 44 44 42) 44 45) 44) 43 44 44) 44 43 43) 43
How satisfied were you that the agent that took your call,
understood the problem you were having? 4] 43 44 4.3) 41 43) 4.6} 4.2I 4.2 44 4.4) 42) 42I 4.3) 43)
How satisfied were you with the agents’ ability to deal with the
problem you were having? 4] 44 4, 44 4.6I 42 4.5 4.3) 41 44 43 42I 42 42) 43
How satisfied were you with the communication you received
about your enginering visit? 3.5] 41 44 44 4. 41 43] 42) 43 42I 44 44 42 43) 43
How satisfied were you with the manner the engineer
conducted himself upon arrival at site? 4] 46 47 4.6) 44 46) 4.7] 4.5) 46 47I 47I 47 46 47 46)
How would you rate the knowledge/skill demonstrated by the
lengineer who attended site? 4] 45 4.3] 46) 4.5 45) 4.7] 4.6) 45 47I 47I 47 46 47 46)
How satisfied were you with the quality of service that was
provided by your engineer? 4] 45 4.2) 4.6) 48 45) 4.6} 4.5) 45 46) 4.6) 46) 45] 4.8) 46)
Averagel_ 39] 44] 42] 44] 44] 44] 46] 44 44] 45] 45] 44] 44] 45] 44]
USAT scores
47
46
45 es ee
44 i I oat ast UE eats it
—q 40
a9 I
38
37
36
Jul- Aug- Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun Jul- Aug- Sep-
o9 09 o9 09 09 09 10 10 10 10 10 10 10 10 10
Month / Year
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Complaints FUJITSU
90
80
70
60
Jul- Aug- Sep- Oct- Nov Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep-
09 09 09 09 09 09 10 10 10 10 10 10 10 10 10
Jul- I Aug- Sep- I Oct- I Nov- I Dec- I Jan- I Feb- I Mar- I Apr- I May- I Jun- I Jul- I Aug- I Sep-
09 09 og 09 og 09 10 10 10 10 10 10 10 10 10
@ Online Services 5 2 2 2 3 22 7 4 3 16 4 2 6 Oo 3
OHSD 6 4 3 3 2 10 2 2 3 4 4 4 5 10 3
O Horizon Equ 6 3 1 1 1 5 1 9 6 4 1 5 11 5 5
@ Engineering 23 28 22 5 10 23 11 20 18 17 I 30 21 41 37 17
@ Other 10 8 9 6 12 24 11 15 9 8 14 8 10 14 5
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Capacity Management: Operational Performance FUJITSU
[ins = BU Sceemaees oa ee
in Horizon? . : — . S
From Data Centre Migration up until introduction of PAF Lite we
Capacity Data Availability have seen...
*Horizon — 2 days * 20 times less transactional timeouts on the PAF service
*HNG-X - 5 minutes This is due to being moved onto new hardware, platform, and
the complex mathematical modelling performed on live data by
Benefit: Almost real time identification of issues/ the Capacity Management function.
trends etc; quicker and easier to diagnose faults.
Granularityof Provided Capacity information - For successful PAF transactions, response times have halved
*HNG-X — 5 minutes
Risk Description: There is a risk that the Blade frame infrastructure could become overloaded.
Benefit: More accurate view; easier to diagnose faults Cause: Lack of cBlade monitoring means we can’t analyse this part of the BladeFrame.
Impact: Loss of HNG-X service(s).
Coverage Probability: <1%
HNG-X now provides:
*LINUX network metrics
+Windows advanced TCP metrics
Containment:: Despite the fact that globally cBlade monitoring is not normally performed, we
are setting up cBlade monitoring.
Benefit: Improved diagnostics in the appropriate
areas. Risk Description: There is a risk that parts of the HNG-X system may be unable to cope with
po issucs nie
7 7 — . Cause: The VOL rig has been de-commissioned and therefore subsequent changes may have
Capacity Management has identified that ISDN dial
is compromised our ability to handle contracted volumes.
on demand responses could possibly be slower.
Impact: Loss of HNG-X service(s)
At the time of the PHU1 project, anagreed2second —- Probability: 1%
delay was introduced into the Branch Router. This was Containment:: Capacity Management will provide proactive real-time monitoring during peak
to enable the network to stabilise when the counter periods.
dials up.
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Capacity Management: Service Corrections FUJITSU
Improvement Initiative Benefit / Outcome Due Date Progress this month
Investigation into ISDN DOD Reduced number of Not available at this I We did a trial on live on 15" October and are still
Responses transactions that stage as dependent analysing the results. This is being managed by the
time out. on results of problem management team
investigation.
Introduction of cBlade Aids with analysis of Release 4 Code is ready to be released.
monitoring faults / trends
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Capacity Management: Scorecard FUJITSU
Summary Feedback from POL
lam very happy with the progress being made
developing the Capacity Service. While we are
still not receiving all the reports we would like
I know Dave is making very good progress in
delivering what we need. I am also please with
the progress made regarding the ISDN issue
which was highlighted during our day to day 3
interactions and look forward to it being
successfully implemented.
LL ao DD
Summary Response from Fujitsu: 1
Tony and I have an excellent working relationship
and I would like to thank him for all his support. 0
He is very accommodating to provide support
and information at short notice where required.
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vice Improvement: Summary
Initiative Title
Improve Service Desk First Time Fix and Knowledge
Share with Engineering
Provide Post Masters with Kit Knowledge
Improve Communication with Engineers:
Recommendations provided from Service Desk
Bar Code Reader
Crown Self Fix
Commercial Change
Incident Management: 1° to 4" line flow
Benefit
Type
Time
Time
Time
Time
Time
Time
Time
Priority
Medium
Medium
Medium
High
High
The Service Desk have undertaken a thorough review of all of their
Hardware knowledge articles and assessed and benchmarked all agents for
their skills and knowledge.
The Bar Code Reader Change Request has been approved in POL
Two Business Cases have been completed this month
Launch of the new SMR process, relationships and reporting
Date: October 20
Progress
Data Generate
Gathering Ideas
Due
Present Date
Proposal
Measure
cone Success
Implement
31/12/2010
TBC
30/11/2010
30/11/2010 I}
30/11/2010 I
31/12/2010
TBC
FTF Activity:
There is currently a problem in identifying if a KEL has been used or not for a
call; this is being followed up with Information Direct to resolve.
Engineer Recommendations:
Further Assistance from Engineering required to analyse repeat visits
PM Kit Knowledge:
The improvement activity now needs further assistance from Engineering
and the Customer to ensure all necessary factors are considered.
Crown Self Fix:
Several options have been presented for roll out which need to be agreed by
the working group. This will effect the impact of cost and the realisation of
benefit over the next year.
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Date: October 2010
Maximise engineer Improve First Time Fix
on Service Desk and
Reduce Call Volume to
Engineering
knowledge & cross share
I with HSD
Identify Calls that may not
need to go to Engineering TBC in November
A potential of 676 calls
pa
Provide PM with Kit
Knowledge
Impact on total elapsed
time is being quantified
I Ensure Engineers receive the Reduction in Repeat
most accurate and relevant _Visits and therefore a
information on their PDAs: reduction in Total
Standard Recommendations Elapsed Time for a call
/Relevant info / Accurate
Access times TBC in November
Sandie
Bothick
Chris
Harrison
Sandie
Bothick
June
TBC
All of the Hardware knowledge articles (KELs) have been reviewed and
consolidated and are now with an engineer to sense check and suggest additional
guidance and fixes that can be conducted over the phone.
The skills on the entire desk have been reviewed , benchmarked and populated
into a matrix which will be used to track development in regards in First Time fix .
The repair codes have been reviewed and improved analysis of calls directed to
engineering. The new codes are currently under review for October with analysis
occurring weekly; October results will be reviewed and we expect ‘shift left’
opportunities to be identified in November.
The potential call volume to shift left for OKI Printers has been identified and
the possibility of preventative maintenance (including Health and Safety) is now being
explored.
The actions identified to resolve the issues around engineer recommendations are
approaching conclusion and data is being gathered to communicate the benefits
The area in which recommendations are displayed has been changed to reflect
what the Engineers can see on their PDAs.
The access times and correct product code activities have been launched with
the desk to improve agent understanding and adherence.
This activity has prompted further analysis of the repeat visits to identify new types of
demand following the change in the service environment since January.
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rvice Improvement: Status Reports
If we provided spares
for Bar Code Readers
we would enable a
potential faster
resolution for certain
calls
Crown Self Fix
End to End Analysis
of Commercial
Change Process
Incident Management:
1% to 4" line flow
£5,832 pa trading revenue gained
8,364 hours saved per annum
Reduced Queue times by 71 hrs pa
: Leighton
Improved Customer Experience
Machin
1,200 reduced engineering visits
£43,200 cost saving
Consistently meet SLA
9.5 hrs/call = 33,817 hrs pa
Reduce calls = 4086 pa
Financial Impact is being evaluated Leighton
against roll out options Machin
Service Impact is being evaluated
against each peripheral
Ladina
Brown
Total Elapsed Time for Commercial
Change Requests
Tony
Atkinson
Oct
Date: October 201
A Business Case has now been created and reviewed internally within Fujitsu
and by the working group (involving the customer).
A Change Request has also been approved by POL to support implementation
and we are now in the final stages of approval to launch this activity.
The Business Case is now complete and is under review with the working
group (including the customer reps) and internally with Fujitsu. Once this has
been approved a decision will be made to identify the implementation date and
approach.
The supporting activities are reaching completion with the majority of
documentation created and final reviews underway.
The Core Team have taken part in a series of workshops to analyse the end to end
process and identify key issues to address. Actions are currently underway to
clarify certain points raised and ensure we have all of the appropriate facts before
we proceed to identifying solutions.
TBC This is currently being scoped
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tomer Feedback Date: October 204
The Engagement model that has been identified to support the SMR has started to
Organisation Structure & Existing: New SMR tai SanoHG address POL Service to Fujitsu relationships. This has just launched and will be
adina
Relationships Approach embedded over the next month. The scorecard, relationships and targets will be reviewed
as the SDMs identify areas where things do not align or need to be updated.
File Transfer: Ongoing Existing: Service
Aseries of activities are underway; there are ongoing reviews to the schedules (100s) II
Saheed Salawu 30/11/10 and the SLTs are being reviewed with POL. A history of success in this area has been
Existing: Service overshadowed by a number of recent failures.
updates to Schedule Correction
File Transfer: SLTs .
Correction
Lent The new approach to reporting within the SMR should highlight the Service Corrections
el fon
3'9 Party: Relationships Existing: Action ns a 20/10/10 that have been underway within Engineering and allow a focussed discussion around
lachin
SLTs within the ‘relational discussions’.
wet Z : Analysis is currently underway to address the disparity between reporting provided by
Existing: Service Leighton a i
3° Party: SLTs i 30/11/10 Touch and reporting provided to POL — the contracts are not aligned so a translation
Correction Machin ‘ if
process has been established to bridge the gap.
3"¢ Party: Performance Existing: Service Andrew Tee The relationship with BT is managed on POL’s behalf. The influence we have on the
Expectations Correction Hemingway service provided should be reviewed with POL and an approach confirmed.
Andrew
Hemingway & Further feedback needs to be provided to Service Introduction on the potential impact on
3" Party: Impact on Service New: Action : TBC. ‘ Q
Leighton 3° Parties of new services.
Machin
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—
fi
istomer Feedback Date: October 20
New Problem Management Saheed A new process has been introduced within Problem Management and is currently
Yes: Service Correction 31/10/10
Process Salawu being embedded and reviewed.
. It is recognised that there is a misalignment within the Capacity relationship with
‘on
Capacity New: Action Atk af 30/11/10 POL (Technical vs. SDM) and a Fujitsu Service Manager will manage the relationship
inson
with POL going forward.
: ae : Saheed It is acknowledged that more time is required to enable more proactive analysis. The
Pro-active analysis Existing: Service correction 31/12/10 ey i 3
Salawu : team are looking into smarter reporting mechanisms to alleviate resource constraints
: oS = Tony An improvement activity is currently underway to review how incidents flow from 1*
Flow of Incidents Existing: Service Improvement 31/01/11
Atkinson through to 4" line to improve the workload balance.
: Senedd IMT immediately responded to customer feedback received last month about the quality,
aheet
IMT Comms Existing: Service Correction 31/10/10 detail and timing of communication ; this has now been reviewed and is to be discussed _
Salawu
with POL.
: : : : Saheed The process has been reviewed twice over the past three months; some awareness
Major Incident process New: Service Correction SOMOS : : a
Salawu training will be required for IMT to clarify responsibilities.
i Ton
Monitoring presentation New: Action Me 4 It is acknowledged that a monitoring review could be undertaken.
inson
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AOB FUJITSU
1 Business Continuity: Adam Parker
2. Kit being switched off and temporary closures Sarah Bull
3. OBC Pricing review Sarah Bull