FUJ00152212
FUJ00152212
oe) MANAGEMENT OF THE LITIGATION SUPPORT SERVICE
FUJITSU Commercial in Confidence
Document Title: MANAGEMENT OF THE LITIGATION SUPPORT SERVICE
Document Reference: SVM/SEC/PRO/0017
Release: Not Applicable
Abstract: This document describes the Management of the Litigation Support
Service
Document Status: FOR APPROVAL
Author & Dept: Penny Thomas, CS Security
External Distribution: Jane Owen, POL Security Team
Security Risk Yes
Assessment Confirmed
Approval Authorities:
Name Role Date
David Keeling CS Director
Kirsty Gallacher CS Service Support Manager
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.........ccscssssssssescssssseseesssssesssssessesescassearseseenenssenseneneeneeasasees
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details..
0.4 Associated Documents (Internal & External).
0.5 Abbreviations.
0.6 Glossary...
0.7. Changes Expecte
0.8 Accuracy.....
0.9 Security Risk Assessment..
1 INTRODUCTION.......cccsssssssssssessseeesssrsescsnsssssessssesesesscesarseseacararececesssnestecsuaeeseoee 3
2 SCOPE.....scsccscsssssesesessesssesssssessssescessnsnscestneesscsessesssescasasscansasacarssensensseenasasenseeasasaen 3
3 AUDIT RECORD QUERIES (ARQS)......:scsssssssssssssseseeseeseeseesenserereseeesensecasenseeeneees 3
3.1 Format for ARQ Requests.
3.2. Exclusions... eee
4 — AUDIT DATA RETRIEVAL..........secsseessssssssesssessetssetseesnsessenseesnseseeenseesaesnenseeenseneees 3
41 Despattch.......cccecccseeceeeee we 3
5 LITIGATION SUPPORT SERVICE.........cssssssssssssssssssessreteeseenensstesenensenetacesenseeeeeeen 3
5.1 Witness Statement of Fact............
5.2 Court Attendance in support of a Wi
5.3 Provision of Exhibits.......
5.4 Litigation Support Resol:
ess Statement of Fact.
in Time Scales.
6 DETAIL RETENTION/LITIGATION SUPPORT DATABASE
6.1 Process for ARQ CancellationS............:+0
7 ADDITIONAL LITIGATION SUPPORT.
7.1 ARQ Requests...
7.2 Expert Witness
7.3 Court Attendance in supp
8 NOMINATED CONTACTS........cccccssssseescscsssesesessssessesesceseseseenssesenesenneessseseneneesenes 3
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8.2 RMGA..
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
4 20 Oct 2009 Initial Draft
1.0 27 Oct 2009 For Approval
0.3 Review Details
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory
reviewers shown in the matrix for the document type you are authoring.
27 Oct 2009
Penny.thomas@! GRO
Review Comments by
a RMGADocumentmanagement@i_ GRO
Review Comments to
Mandatory Review
Role Name
CS Service Support Manager Kirsty Gallacher
RMGA Quality Manager Nigel Hatcher
Role Name
Commercial Manager Guy Wilkerson
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
Security Operations Andy Dunks
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 I 5.0 03 June 2009 RMGA HNG-X Generic Document Dimensions
(DO NOT REMOVE) Template
CRIFSP/006 Audit Trail Functional Specification
SVM/SDM/SD/0017 Service Description for the Security I Dimensions
Management Service
SVM/SEC/PRO/0018 Audit Data Extraction Process Dimensions
CCP/PA/PRO/001 RMGA Change Control Procedure Dimensions
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Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
ARQ A Record Query that is not a Banking Transaction Record Query and which
relates to Transactions
cs Customer Services
POL Post Office Limited
RMGA Royal Mail Group Account
0.6 Glossary
Term Definition
Audit Record Query A Record Query that is not a Banking Transaction Record Query and which
(ARQ) relates to Transactions.
Audit Record Query The form used by POL to request detailed transaction data.
Form
Banking Record Query I A Record query in respect of a Banking Transaction which the Data
Reconciliation Service has reconciled or has reported as an exception, the
result or records of which are subsequently queried or disputed by Post
Office Ltd or a third party.
Prosecution Civil or criminal court or statutory tribunal proceedings related to
Transactions or fraudulent actions conducted at a Post Office Outlet
0.7 Changes Expected
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Introduction
This document is intended to assist in the management and delivery of the service required to support
Post Office Limited (POL) in respect of criminal and/or civil litigation for the Horizon and Horizon Online
solutions. This service was introduced in response to Network Banking Requirements 260 and 315 and
this document is derived from the Horizon document NB/PRO/003
The defined detail of the Service is outlined in SVM/SDM/SD/0017.
This document is without prejudice to any of the parties and nothing contained herein shall be deemed or
construed as affecting contractual obligations or creating new contractual obligations between any of the
parties.
2 Scope
Audit Record Query (ARQ) requests are received, documented, interpreted and transaction data is
extracted from the Audit Archive and progressed to resolution.
Acomprehensive set of standard data information requests has been created and agreed with POL. In
the majority of cases these returns satisfy POL requests for transaction data and exceptions are dealt
with on a case by case basis. These procedures can therefore provide a flexible approach to the
provision of litigation support.
ARQ requests in support of potential litigation will be obtained solely from the Audit Archive / Server.
The method by which the integrity of this data is protected is described in the Audit Trail Functional
Specification, CRFSP6.
Requests for evidence and witness statements in support of litigation activity are received and provided.
3 Audit Record Queries (ARQs)
An AR@Q is a request to the Royal Mail Group Account (RMGA) for transaction data required to support a
POL investigation or litigation activity. This transaction data is held on the Audit Archive. The request is
received from the POL Casework Manager, or his nominated representative, and contains specific
search criteria. The stipulated criteria and the format of the returned data are as referenced in the
document Security Management Service - Service Description, SVM/SDM/SD/0017.
The agreed annual quotas and return timeframes for ARQ requests are as referenced in the document
Security Management Service - Service Description, SVM/SDM/SD/0017.
3.1 Format for ARQ Requests
ARQ requests in connection with litigation activity are made via an ARQ Form; the agreed detail of the
request is as referenced in the document Security Management Service - Service Description,
SVM/SDM/SD/0017.
POL will allocate a unique identifier to each request. This number will be retained by RMGA and will
form the basis of an audit trail for each request.
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3.2 Exclusions
Transaction requests in connection with Disputed Banking Transactions are not covered in this
document.
4 Audit Data Retrieval
The process for retrieval of audit data through to production of CD is described in the process
SVM/SEC/PRO/0018 Audit Data Extraction Process.
4.1 Despatch
The CD shall be sent to the POL Casework Manager via Royal Mail's Special Delivery Service.
5 Litigation Support Service
The full service provided by RMGA is as referenced in the document Security Management Service -
Service Description, SVM/SDM/SD/0017.
5.1 Witness Statement of Fact
RMGA will provide witness statements of fact to support data or records retrieved, as referenced in the
document Security Management Service - Service Description, SVM/SDM/SD/0017.
Requirements for witness statements explaining the retention and extraction of audit data from Horizon
and Horizon Online in response to an ARQ shall be, where possible, completed by the individual from
RMGA who filled the ARQ request.
5.2 Court Attendance in support of a Witness Statement of
Fact
The author of a witness statement of fact may be required to attend Court to give evidence relating to
the detail contained in the witness statement provided.
Agreed quotas for Court attendance are as referenced in the document Security Management Service -
Service Description, SVM/SDM/SD/0017
5.3 Provision of Exhibits
If a case goes to Court all evidence provided by RMGA in support of the prosecution will be required as
Exhibits.
5.4 Litigation Support Resolution Time Scales
Litigation Support is not subject to resolution timeframes but RMGA shall use reasonable endeavours to
meet dates notified by POL for the production of this material.
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6 Detail Retention/Litigation Support Database
The detail of all requests will be recorded in the Litigation Support database. This database will be used
as a register and all relevant information and dates will be recorded therein.
POL will also keep a log of requests made to RMGA.
The duplication of records will ensure that POL and RMGA meet contractual requirements on the
number of requests issued and returned.
6.1 Process for ARQ Cancellations
Once an ARQ has been received by RMGA and the unique identifier allocated the reference number will
not be reused, even if the request is later withdrawn.
7 Additional Litigation Support
Where additional information to that described in the standard litigation support service is requested
RMGA shall view each request on a case by case basis, and in accordance with the Change Control
Procedure.
7.1 ARQ Requests
ARQ requests beyond that specified under contract shall be agreed on a case by case basis and shall be
dealt with in accordance with Change Control Procedures.
7.2 Expert Witness Statement
Expert, in depth, analysis and detailed “expert” witness statements (as opposed to witness statements of
fact) are rarely required.
However, in the event of such a request RMGA will endeavour to provide “expert” witnesses who are
able to give more detailed and specific evidence to support POL’s litigation activity. This “expert”
activity shall be provided on a case by case basis and shall be dealt with in accordance with the Change
Control Procedure.
Again, RMGA shall use reasonable endeavours to meet dates notified by POL for the production of this
material and support.
7.3 Court Attendance in support of an Expert Witness
Statement
Attendance at Court in support of an “expert” witness statement shall also be considered on production
of an appropriate Change Request. The RMGA’s charges for assistance in this respect shall be
calculated on the basis of the rates set out in Schedule A12.
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8 Nominated Contacts
8.1 POL
All ARQ requests for the purpose of investigation and/or litigation are to be authorised by and channelled
through the POL Security Team.
RMGA will only accept requests from the POL Casework Manager or his nominated deputy.
The POL Casework Manager will advise the RMGA’s Litigation Support Manager, or his nominated
representative, of named deputies, authorised to submit ARQ requests.
RMGA will post all returns to:-
POL Casework Manager
Post Office Limited
Security Team, Royal Mail Group
3° Floor, Clippers House
Clippers Quay
Salford M50 3NW
8.2 RMGA
POL will submit all ARQ requests which support investigation or litigation to:
Litigation Support Section,
CS Security, RMGA
Fujitsu (UK & Ireland)
Lovelace Road
Bracknell
Berkshire RG12 8SN
The completed ARQ form will be sent via email to the nominated team.
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