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We sige
ea I
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Fujitsu Services SERVICE REVIEW Ref: CS/PER /045
Date: 15/8/03, Version: 1.0
2 APRIL REVIEW OF SERVICE
2.1 Management Summary
Another excellent all round performance in respect of SLT achievement demonstrated in April.
Network Banking volumes continued to grow in April with 338k transactions totalling £27.5m. Against this background of increasing business,
delivery of release S30 to the live estate commenced with 2,135 branches having S30 software at week ending 2nd May 2003. There were a
number of low business-impact issues resulting from the committal of S30 together with problems within the NBE and Streamline, which have
now been resolved:
« There were 13 instances where the NBE ignored a cancelled NWB transaction after being replaced by a new transaction within the same
customer session.
« There were 4 known instances where a reversal of a ‘REM IN’ doubled up causing a misbalance on the Cash Account
e There were 2 known instances where a counter with a counter ID of ‘3’ or higher was rebooted causing the AP function to be disabled.
e Anissue within Streamline resulted in a large number of unmatched NWB transactions due to an issue with the format of the ‘seconds’
field within the transaction time
(This issue did not affect any branches or PO settlement with clients)
e Ifthe same card is used on the same day, for the same value in the same branch, Streamline would treat all but the first transaction as
duplicates and request authorisation to proceed from PO Ltd causing unmatched transactions.
Fujitsu Services have presented the revised pricing schedule to PO Ltd in respect of OBC (Branch) re-structuring. The new processes have
been agreed at operational level, and have been introduced ahead of formal sign-off of pricing and documentation. Fujitsu Services is seeking
interim approval from PO Ltd in the event of any issues arising during this initial stage.
Fujitsu Services submitted CCN1106 for PO Ltd approval in respect of Paypole support and maintenance. The Fujitsu Services proposal reflects
the service offered by UKME in respect of break fix by way of SLT and LDT thresholds, however the work will be sub-contracted to Romec
Services. We are now awaiting a response from PO Ltd regarding the acceptance or otherwise of our proposal before formally engaging
Romec Services. Support will commence 4 weeks following the approval of the CCN.
The BI3 Transaction Benchmarking exercise in relation to the existing EPOSS, APS and OBCS services will be presented to PO Ltd following
formal sign off of the CSR+ transaction times at system component level. At this point Fujitsu Services believes that all BI3 benchmark timings
are within the agreed target times. Fujitsu Services is completing formal documentation for sign off by both parties.
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SERVICE REVIEW
Ref: CS/PER /045
Version: 1.0
3 APRIL VOLUMETRICS
3.1.1 Vital Statistics
Live Base as at 30‘ April 2003: 17,035 Post Offices, 39,038 Counters
Cumulative Data is from 1st January 1999 to 30 April 2003 inclusive
Monthly Data is from 1* April 2003 to 30 April 2003 inclusive, same month last year is from 1* April 2002 to 30" April 2002 inclusive
lOBCS This month Same month last year Totals to date
‘Total Number of Transactions 45,484,779 50,330,557] 1,784,585,700
Total value of payments £4,395,885,040) £4,474,492,487) £145,617,702,932I
IEPOSS This month Same month last year Totals to date
‘Total number of receipts 56,906,540) 57,472,559) 2,109,445,.414
Total number of payments 8,754,817 8,565,825) 342,993,478]
‘Total number of zero value transactions 13,490,998 6,512,829 265,536,298
Total value of receipts £3,438, 128,497] £3,545,723,298) £121,838,640,907I
Total value of payments £902,485,295 £842,589,295 £33,805,010,920}
APS: This month Same month last year Totals to date
Total number of transactions 29,565,490 31,668,627! 930,654,381
Total value of receipts
£1,028,096,156}
£1,079,658,206)
£28,177,642,189)
The products "Cash" (EPOSS receipts) & "Cheque", "Unpaid Cheque" & "Voucher to CRU" (EPOSS payments) have been excluded from these
figures. The excluded products represent settlement data not transactions and have only appeared since 1/1/03 ( January 2003 numbers
have also been adjusted retrospectively to correct the Totals to date ).
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No. of Calls
Jan03—Feb-03Mar-03
‘Apr-03
May-03 — Jun-08
JukOS——Aug03——Sep-03
Month
Oct-03
Nov03 Dec:03Jan-04
5 Change
5 NBSC Referral
[= Software
[= Environmental
[= Network
= Other Queries
(Hardware
Ml Reference Data
3 Business Incident
= Inappropriate
m= Security
— Monthly Call Limit
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3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES FROM LIVE SITES (CONTD)
Business Incident 122] 7I
Change 1 8} 1 2
Environmental 296} 212I 231 230}
Hardware 5281] 4779] 4967I _5267I
inappropriate helpdesk 1426] 1115] 1449] 1377]
INBSC Referral 241 236 242! 553}
Network 410} 701 639) 606}
Other queries 296) 508) 245] 161
Reference Data 8) 3 E) 23)
[Security 378) 327] 257I 174
Software 3530) 3623] 3099} 3199)
Total Calls 11867) 11512} 11261) 11599}
The 7 business incident calls were related to a minor receipt problem and did not affect business in any way. They have since been
reclassified as software.
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No. of Calls
Jan-03 Feb03 © Mar-03.Apr-03. © May-03. «= Jun-03 = JukO3_«Aug-03 © Sep-03. Oct-03. Nov-03-Dec-03—Jan-04
Month
SI Network Banking (EB Card account [= Debit account [= Other UB query
(I UB change —— Monthly Call Limit
Novos _Dec03
‘Aug03 — Sep-03—Ock03
Feb-o3 I Maro3Aproa
May-03
Jun03Juboa
Month
(Keyboards
(Bar code readers
Screens
(lB Back Office Printers
[3 Base units
other items
(Ga Pin Pads
ithaca Printers
Monthly Call Limit
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Dat
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SERVICE REVIEW
Ref:
CS/PER /045
Version: 1.0
3.5 OPERATIONAL OUTLET & COUNTER VOLUMES
42,000
39,000
36,000
33,000
30,000
27,000
24,000
21,000
18,000
15,000
Number of Outlets Counters
12,000
9,000
6,000
3,000
Jan-03
Feb-03
Mar-03
‘Apr-03
EEE Actual Live Outlets
EEE Actual Live Counters.
-Forecast Live Outlets
-Forecast Live Counters
May-03
Jun-03
JuL03—— Aug-03
Sep-03
Oct-03
Nov-03
Dec-03 — Jan-04
Jan-03
Feb-03
Mar-03
‘Apr-03
May-03
Jun-03 I Julo3
‘Aug-03
Sep-03
‘Oct-03
Nov-03)
Dec-03
[Actual Live Outlets
17320
47270
17158
17035
[Actual Live Counters:
39339
39321
39212
39038,
Forecast Live Outlets
17320
17254
17188
17097
17006
76915 I 16824
16733
16642
16460
16460
16369
[Forecast Live Counters
39339
30209)
39259)
39135
30011
38887_I 38763
38639)
38515
38391
38267
38267
38143
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Fujitsu Services Ref: CS/PER/ 045
Date: 15/5/03 Version: 1.0
4 APRIL REVIEW OF PROBLEM MANAGEMENT
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - SUMMARY
FS Problems FS Status Post Office Ltd Post Office Ltd Num
Problems ‘Status
Monitor 10 Monitor 2
Open 9 Open 4
TBA 1
4.2 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - ON ALERT
There are no problems on alert.
4.3 KEY CROSS DOMAIN PROBLEM UPDATE
There were only five FS/POL open Cross Domain Problems at the end of April.
PM0000263 — Inappropriate calls to the HSH. The action is on the NBSC and HSH to reduce inappropriate calls to 3% or less of total. Fujitsu
have proposed changes to the IVR message options. A revised IVR message has been implemented from 1% May and at this point the results
are inconclusive...
PM0000292 — Users have deleted PINPO2. Fujitsu Services and PO Ltd are discussing allocation of costs arising from this issue.
PM0000368 — One Shot Password procedure checks not being completed properly by the NBSC. The action is on PO Ltd / NBSC to retrain staff
at Doxford,
PM0000302 — Closed offices not removed from Tivoli. The action is on PO Ltd to ensure that an OBC20 is raised for office closures.
PM0000345 — Transaction records with Icelandic characters not in CTS file. The fix is in S30 and this problem can be closed when $30 is fully
rolled out.
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RELEASE APPROX DATE CONTENT/COMMENTS
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RELEASE APPROX DATE CONTENT/COMMENTS
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SERVIC
REVIEW Ref: CS/PER/ 045
Version: 1.0
6.1 HORIZON SYSTEMS HELPDESK SERVICES
6.1.1 TELEPHONY
Ref _] sit I ARL
Hu I 80%
Hi2 I 65
secs
Hi3 I <%
+33 I 100%
34 I 100%
Horizon Systems Helpdesk
Calls answered within 30 seconds
(Call to Answer Time <5.5 seconds
Calls not answered
Voicemail available outside HSH standard
hours
Voicemail calls raised next working day
Janos [Feb03 [waros [Apros [maya I sands [ suiod [Augos [Sep03 [ oct03 [wovos [becos I Janda
93.9 94.0 94.7 I I
at 81.3 a2 Q3 a4 Qi
[ I
Qt ‘a2 a3 as 1
[ I
ai a2 a3 ae a1
TEM 100.0 100.0 100.0 I I
Qt 100.0 Q2 Q3 a4 Ci
100.0 100.0 100.0 I I
a1 100.0 mH a3 a4 ar
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Date: 15/5/03
SERVICE REVIEW
Refi
CS/PER /045
Version: 1.0
6.1.3 CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
Ref_[ sut I ARE
ret I 95%
12.2 I sning
182 I comin
wat I 05%
ma] <0
Horizon Systems Helpdesk
Level {Calls resolved within § mins
[Average Timeto resolve Level 1 calls
Average Time to resolve all Level 2 Calls <10
rinutes
Level 2 Calls resolved within 30 mins
Reboot Incidents
HSH Authorised Reboot Incidents per
ICounter Position
Jan03 [Feb03 [wards [Apros [Mays3 I Janos [ ui0d [Augos I Sep03 [ 0ct03 [Wov0s [bec0s I Janda
95.0 95.2 95.5 95.5 I I
Qt 95.2 Q2 Q3 a4 Qi
[ I
a1 a a3 aa ar
6:54 7.03 6:09 i I
a1 6:42 a2 a3 aa a1
99.4 100.0 100.0 100.0 I I
a1 99.7 a2 a3 a4 ar
[ I
a3 a4 ar
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Date: 15/8/03,
SERVICE REVIEW
CS/PER /045
Version:
10
6.2 ENGINEER SERVICES
6.2.1 ENGINEER SERVICES
Ret_[_sit I ARL Jans [Feb03 [wardd [Apr0 [ayaa] Junda J Jui03 [Augos [Sep03 [ Oct03 [Novos [Decd3 I Janda
Gail to Resolution (Local)
er I 05% rardwareiNetwork PromtyA -4 hours Now-Renedia ESSE eS aT I I
cH 978 a2 as as or
e21 I 95% ardwareiNetwork Prorty® -8 hours Non-Remedit RETESET NUIT eT i i
cH 93.7 a2 as ae or
call to Resolution (Intermediate)
12 I 95% Hardware!Network Priority A -6 hours Non-Remedial (RRM CE E) I I
100.0 2 as ae mM
222 I 95% Hardware/Network Priority B - 0 hours Non-Reredia ECLA MMRC MIT OID I I
ar 93.8 cH as ae a
call to Resolution (Remote)
era I 09% rardwareNetworkProntyA -8 hours Non-Remedia REE MENERMIETT I I
100.0 02 co as ar
ea I 99% ne 99.1 97.0 I 100.0 I 100.0 T I
ai 99.2 a2 Q3 Q4 Qt
Engineer Visits
41 I >s0% 120 mintte On-site Repair I I
a5 a6 or
Average Downtime (Time to Repalr)
e1 I 3078 [cat Fix i I
ar co co as ar
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Date: 15/8/03,
SERVICE REVIEW
Ref:
CS/PER /045
Version: 1.0
6.4 DATA DELIVERY SERVICES
6.4.1 INBOUND
Ret_[-sut_[ Are [anos [reb0a [waros [apros [mayo] sunos I suios [Augos [ sepos I octos [novos [becos I vanoa
ROMC Reference Data
put I 96% Data Delivery - Day B 96.31 97.66 98.73 T T
a2 as a4
ou2 I 7% DataDelvery- Day 3788 99.34 99.72 i i
at 97.84 az as ae
ous I 96% Data Delivery: Day 98.25 99.54 99.78 i i
at 98.32 a2 a3 a4
pws I 0% Data Delivery - Day J 100.00 100.00 T T
ar a2 a3 as
loscs pata
ot I 96% JOBCS Sip List - Day 8 98.22 99.25 I I
96.93 ‘a2 az af
on2 I 97m JOBCS stop List - Day C eas 99.29 99.73 I i
at 98.29 a2 as as
os I 99% JOBCS sip List - Day 0 sas 99.62 99.84 i I
at 98.80 a2 a3 as
ota I 00% JoBcs Sop List - Days 700,00 100.00 i I
a1 a2 a3 as
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Date: 15/5/03, Version: 1.0
6.4.3 APS - GENERIC
Ret_[ sir [anos [ren0s [wares [aproa [wayoa I vond3 I sui03 [Avgo3 [sepa J actos [novos I becos I sande
Inbound APS.
oa} 96% Data Dalvery- Day 8 I I
a2 as ar
a2 I 97% Data Delivery - Day 98.41 97.43 99.15 89.63 I I
‘ar 98.33 az a3 ry ar
ona I 99% Data Davery- Day 98.81 98.12 99.65 99.76 I I
ar 98.82 a2 a2 as ar
p34 I 0% Data Delivery - Day J 100.00 100.00 I I
ai az a3 a4 ai
loutbound APS.
voit I 96% Data Davery- Day 99.2 97.28 99.64 99.86 T I
a3 as a
vor2 I 975% Data Delivery - Day C I I
a3 ae ar
cota I saa Data Davery- Day 99.81 99.31 99.97 99.98 I I
ai 90.66 ‘a2 a2 as ai
vou I 0x Data Davey Day. 100.00 0.00 I I
a3 as ai
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Date: 15/8/03,
SERVICE REVIEW Ref: CS/PER /045
Version: 1.0
6.4.5 OUTBOUND
Ref_I Sut I ARL
D021] 96%
D022] 97%
0023 I 98%
D024} 10%
D031] 96%
0032] 97%
D033 I 98%
0034] 10%
TPS Data
File Delivery - Day B
File Delivery - Day ©
File Delivery - Day D
File Delivery - Day J
OBCS Data
File Delivery - Day B
File Delivery - Day
File Delivery - Day D
File Delivery - Day J
Jan03 [I Feb03 I Mar03 [Apr03 [May03 I Jun03 I Jul03 I Aug03 I Sep03 I Oct03 I Nov03 I Deco3 I Jano4
96.4 98.5 99.4 I I
‘at 96.7 az Qs a4 Qt
99.1 97.2 99.5 99.9 I I
Qt 98.6 a2 Qs a4 Qi
99.4 98.2 99.8 99.9 I I
at 99.4 a2 as as a
100.0 100.0 I I
Qt a2 as a4 a
Qs Q4 Qt
99.9 I I
99.2 Q3 a4 ai
99.9 I I
99.5 as as a
100.0 100 a I I
as a4 Qt
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Date: 15/8/03,
SERVICE REVIEW
Ref:
CS/PER /045
Version: 1.0
6.5 LF SERVICE
6.5.1 OUTLET TO SAPADS
Ret_[ sur [ Art
Dour} 07%
po4.12I 972%
poa.13] ‘00%
D012] 97%
0422] 972%
po1z3I ow
104.3.) 96 2514
loutiet to SAPADS Data Transfer
Confirmation of Pouch Received at Outlet - Day A
Confirmation of Pouch Received at Outlet - Day B
Confirmation of Pouch Received at Outlet - Day I
Details of SAPADS Pouch Collected from Outlet - Day A
Details of SAPADS Pouch Collected from Outlet - Day B
Details of SAPADS Pouch Collected from Outlet - Day!
Daily Cash on Hand Details - Day A
[zanos [revo [waroa [aproa[wayoa] sano [ sa03 [augos [Sep0s [cts [Novos [oecos [ sano
I I
as as ar
99.3 I i
98.1 as as ar
100.0 100.0 I I
as as ar
99.2 I I
98.0 a5 a0 m
98.8 99.3 99.9 I I
a 98.2 a2 as as ar
100.0 100.0 i I
at a2 a3 as a
98.9 99.8 I I
at 96.4 a2 a3 a4 ar
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SERVICE REVIEW
Refi
CS/PER /045
Version: 1.0
6.5.1 OUTLET TO SAPADS ( Contd )
Ret_I sur _[ ARL ‘Jano3 [Feb03 [Mm aro3 [Apro3 [Mayo I Juno3 I Juios [Augo3 [sep03 I octos [Novos [Deco I vano4
JOutlet to SAPADS Data Transfer
044.1] 96% Weekly Stamps/ Stock on Hard and Invertory tens Detais- EMEC MET OMELER) I I
Wednesday Target Qt 100.0 a2 ca a at
0044.2] 97% Weekly Stamps / Stock on Hand and Inventory tems Details- EER RNC INCRE LEC} I I
Thursday Target Qt 99.3 a2 Cy cy Qt
Do443] 96% Weekly Stamps / Stock on Hand and Inventory tems Details- IEEE MN AAI SOLD I I
Fcerrenn et Qt 99.0 Q2 a3 a4 Qt
D04.4.4] 100% I Weekly Stamps / Stock on Hand and Inventory items Details- ETRY 100.0 100.0 I I
and Thursday Target ar a2 as as at
I
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Date: 15/8/03,
SERVICE REVIEW
Ref:
CS/PER /045
Version: 1.0
6.6 NETWORK BANKING SERVICES
6.6.1 REQUEST & AUTHORISATION TIMES
Ret_[ stt I ARL
Congestion measure
FIO Number of Days the Congestion M easure exceeded 1%
Dialed Connections
FIO Average time in secs to receive Counter Authorisations (T')
FIO Average time in secs to receive Agents Authorisations (T2)
Fixed Connections
FIO Average time in secs to receive Counter Authorisations (T')
FIO Average time in secs to receive Agents Authorisations (T2)
Sut’,
Bit I 4 secsI Average Transaction Time using Fixed Connections (T)
Janos [Feb0s [waros [aproa [e#ee [Juno I iios [augos [Sep03 [oct0s [novos [oecos I Janda
B13. I <8 secsI Average Dialed T (T+T2)
B14 I 95% Percentage Transactions (T) not exceeding Lower Threshold =8
seconds (fixed)
B16 I 95% Percentage Transactions (T} not exceeding Lower Threshold =12
seconds (dialed)
B17 I 99% Percentage Transactions (T) not exceeding Higher Threshold =
seconds (fixed)
Bie I 90% Percentage Transactions (T) not exceeding Higher Threshold =20
seconds (dialed)
3 fo Ts fe T I I I
ENTE ETA EXC RTS I I
to [ore foofou] I I I
2a [we [ie [rs] 1 I I
t2 [om [ore fou] I I
a3 cy at
a3 4 at
a3 a8 at
a3 as at
700.0 190.0 100.0 1000 I I
a 100.0 CH co ar a
100.0 99.9 100.0 100.0 I I
CE 00.0 CH co co a
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Date: 15/8/03,
SERVICE REVIEW
Ref:
CS/PER /045
Version: 1.0
6.6.3 CENTRAL SYSTEMS & NETWORK AVAILABILITY
Ref_[ sut I ARL
B221] <3
222] <2
223] <t%
hours
224] <2
hours
82.4.1 I 99.95%
824.2 I 99.95%
Central Systems Availability
Number of Core NB System Faults causing NBS unavailability in
more than 20%of all Branches during NB Core Hous
Number of Core NB System Faults causing NBS unavailability in
more than 20%of all Branches during Non NB Core Hours.
Availablity Period agg regate Average Branch Outage during NB
(Core Hours
Availabilty Period aggregate Average Branch Outage during Non
NB Core Hours
Network Availability
Central Network Availabilty
INBE Network Availabilty
‘Jan03 [Feb03 [Mard3[Apro3I###é# I Jund3 I Jul03 [Augd3 I Sep03 [Octo3 [Novo3 I Deco3 I Jano4
o 0 0 0 l !
ai ° a2 as a4 at
7 em Ee Wo I I
a1 ° a2 co Qs at
o 0 0 0 [ I
at ° a2 as cy Qt
o 09 0 0 [ I
a1 ° a2 co cy ar
100.0 I 100.0 I 100.0 I 100.0 I l I
ai 100.0 2 co as ar
100.0 I 100.0 I 100.0 I 100.0 I I I
Qt 700.0 @2 co cy Qt
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