FUJ00152255
FUJ00152255
FUJITSU SERVICES
POST OFFICE ACCOUNT
SERVICE REVIEW
JANUARY 2006
f Fujitsu
FUJ00152255
FUJ00152255
Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Nersion: 1.0
Title: SERVICE REVIEW - JANUARY 2006
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
I“ to 31“ January 2006.
Status: Definitive
Distribution: Service Management Forum
Fujitsu Services, Post Office Account: Head of Service Management
Fujitsu Services, Post Office Accout ‘ustomer Service Management Team
Fujitsu Services, Post Office Accout ‘ustomer Service Intranet
Fujitsu Services, Post Office Account: Library
Author: Mark Jones & Stephen Taplin, Fujitsu Services, Post Office Account: Management Support Unit
Approval Authority: Carl Marx: Fujitsu Services, Post Office Account: Head of Service Management
Signature: Date:
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0 CONTENTS
O CONTENTS 20. ceccccececsecseeseeeeseeseesesssesessesseissucsecsssnssassssesussussecssssssussussessseassesseesessssussesssesesssssssussessesississssessssissessesessasseesessssissessecseeneees 2
1 DOCUMENT CONTROL
1.1 DOCUMENT HISTORY
12 ASSOCIATED DOCUMENTS
13 ABBREVIATIONS
14 GLOSSARY
1.5 CHANGES IN THIS VERSION
2 JANUARY REVIEW OF SERVICE
2.1 I MANAGEMENT SUMMARY
3. JANUARY VOLUMETRICS
3.1 VITAL STATISTICS
3.2. HORIZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHE!
3.3.1 ENGINEER ON - SITE VISITS......c.stsisssuietnientnienenunineniuiunenininieneniiniies siiiniieiiueniinieeninenennniiieneunnennenee 39
4 JANUARY REVIEW OF PROBLEM MANAGEMENT
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS ~ SUMMARY
4.3. KEY CROSS DOMAIN PROBLEM UPDATE
SCORECARD ACTION PLAN - from January 2006
6 JANUARY REVIEW OF RELEASE MANAGEMENT .
6.1 HIGH LEVEL TIMETABLE ........ccccscsssssssessssnetnetsesntsnenee .
6.2 RELEASES COMPLETED DURING THIS PERIOD .......c:scssssossssetsntsstnessstnnintnstnsnsstnntstistuntinis siatistsetatinnetetintnitntistisiintrnnstistintietetietnetnnieteteee 47
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7 JANUARY SERVICE LEVEL PERFORMANCE 48
7A HORIZON SERVICE DESK.. 49
7.2. ENGINEER SERVICES...
7.3. DATA DELIVERY SERVICES.........
74 LF SERVICE
7.5 NETWORK BANKING SERVICES ...
7.6 SAP HOSTING... seventeen
7.7 MISCELLANEOUS SERVICES
7.8 RECONCILIATION / SETTLEMENT REPORT DELIVERY...
7.9 PLAVAILABILITY.
7.10 TESQA.
7.11 POSTSHOPS
7.12 DEBIT CARD SERVICES
7.13. ELECTRONIC TOP-UPS
8 BRANCH TRADING CAPABILITIES .......0.cccececescecsesecsessesseseesssesesssssesseesessssnssessssissessesiesnseessesassussneaussessesseseesssesseeissesseseseasaneeecese 70
8.1 NBS TRABSCATION TIMES
8.2 COUNTER AVAILABILTY..... sess
8.3. BRANCHES WITH ONLINE SERVICES AFFECTED...
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1 DOCUMENT CONTROL
1.1. DOCUMENT HISTORY
Version
Date
Reason
1.0
14/02/06
Service Review Book for January 2006 performance — SLT Data.
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1.2 ASSOCIATED DOCUMENTS
Version
Date Title
13 ABBREVIATIONS
ARL
ARQ
AZMK
CAPO
C&W
CAW
FIO
FS
HSD
IMT
KMA
MBCI
MIS
Additional Remedy Level
Audit Retrieval Query
Acquirer Zone Master Key
Card Account at Post Office
Cable & Wireless
Certificate Authority Workstation
For information only
Fujitsu Services
Horizon Service Desk
Incident Management Team
Key Management Application/Administration
Major Business Continuity Incident
Management Information Service
MTBF
MTFR
NRI
OSP
PAT
PB
PI
PM
SIP
SLT
TBA
YTD
Mean Time Between Failure
Mean Time For Repair
Network Reinvention
One Shot Password
Portable Appliance Test
Problem Branch
Processor Interface
Post Master
Service Improvement Plan
Service Level Target
To be advised
Year to Date
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14 GLOSSARY
Business Incidents
Environmental
Hardware
Inappropriate Helpdesk
Network
NBSC Referral
Other
Reference Data
Software
Security
‘A’ Priority
‘B’ Priority
Calls received and apparently related to a specific business issue which at the time is unknown — later re-
classified to appropriate category
Calls to register an environmental problem
Calls diagnosed as relating to a system hardware fault
Calls received at the HSD that are inappropriate and will be dealt with by the NBSC
Calls diagnosed as relating to a system network fault
Calls received at the HSD that have been referred by the NBSC
Calls relating to PO closures, reference data changes, miscellaneous environmental issues and failed
verification calls
Calls diagnosed as relating to a reference data fault
Calls diagnosed as relating to a system or application software fault
Calls relating to security breaches or for the requirement of one shot passwords
Logged calls that reflect a fault, which has “resulted in substantial impact on all
automated counter positions in the Branch”
Logged calls that reflect a fault, which has “resulted in substantial impact on an automated counter
position, but not all automated counter positions in the Branch”
1.5. CHANGES IN THIS VERSION
3.3.2
Gateway Replacements
Graph updated to include percentages.
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2 JANUARY REVIEW OF SERVICE
2.1 MANAGEMENT SUMMARY
January 2006 represented another excellent month in terms of servce quality with no Major Incidents reported. One notable incident affected satellite
connected branches following an oversized reference data drop as an emergency change on 19th January. The standard process was followed and full
service was resumed after 2 hours.
Once again, the Operational Business Change Service met all its Operating Level Agreements with a total of 224 change requests received and actioned.
The Horizon Service Desk met all its telephony and service targets during January, and responded to just 4 complaints, with just 1 complaint being
justified regarding engineer attendance timescales. The PostShops service volumes have reduced by half during Janaury, with all call to fix targets
achieved. There were no significant trends of note regarding the volumes of incidents logged with the HSD.
The network service remained positive, again with no major incidents or incidents affecting more than one specific branch, The proportion of network
reported incidents fixed within 24 hours remained above 82%.
However, as detailed last month, the logistics supply issues caused as a result of switch of logistics supplier has continued to impact the quality of the
engineer services, though a notable low volume of complaints. As forecast, the Work in Progress backlog was reduced to Business as Usual levels by
13th January 2006, and has remained at usual levels since, along with service level achievement. However, the impact of the first half of January has
impacted the Service Level Target achievement through narrowly missing the Local A and Local B priority SLT. All SLTs are back on track in February
2006.
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January 2006
Executive Dashboard FUJITSU
4. Logged calls to HSD from Live Sites per month 2. Calls answered by HSD within 30 seconds
wo 100% $$,
= oe 80% I
12000 I I
I 60%
e000 I I I \ I 40% I
I
I 20% I
4000 I I
0%
°
(5 Recaiculated
WWLOS —Aug-0S Sep-05 Oct0S Mov-05 Dec-05 Jan06
GE Ereak Fx A MMMM Break FB “target 95%
5. Data delivered to TIP Day B 6. Branch Availability Profile
99%
96%
JuhOS— AugOS Sep-0S Oct-05 Nor-05 Dec-05 don-06 7%
Odan08 OS on05 doe
0825-08,
7. Complaints 8. Success Rates of combined Online Transactions PPOs dahon sina
100% 7—
— —— aaa se .
99% : 80%
I 70%
60%
5 5 _Nov-05
JubOS Aus Sex Oct-05 Nor Dec-05 Jan-06 97% s e @<24 hours 48 i @<72 hours
D Justified m Unjustified 0 Outstanding Jul05 Aug-05 Sep-05 Qot-05 Nov-05 Deo-05 Jan-06 <96 hours @<120 hours 120 hrs plus
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520
Fujitsu Servicesqy
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2.1.1 Ex Call Volumes based upon >30% MTBF Degradation of Counter Hardware
40
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2.1.2 Availability and Problem Management
Summary: Within the Fujitsu Services domain for January 2006 there were no Major Incidents. There was I further service affecting incident within the
Fujitsu domain and I affected VIP site. There were 3 further service affecting incidents which were outside of the Fujitsu domain.
Major Incidents: None
Other incidents in Fujitsu Services domain:
Thursday 19" January. The VSAT network was suffering congestion at start of day. This was due to an oversize reference data drop overnight due to an
inclusion of a POL emergency change. 67 VSAT outlets were affected at 09:24. The congestion issue, was resolved by the SSC, by taking all the VSAT
connected outlets off line, and then bringing them back on-line I at a time. These outlets then received the reference data and relieved the congestion,
issue resolved by 11:31.
VIP sites affected this month.
Saturday 14th January. VIP Site “The Markets” Leeds 014323 lost On-line services at 16:15. Problem identified by BT on Monday 16" as an exchange
fault. Problem has continued all week with BT repairing 6 PSTN circuits. Fault is now identified as to problem in MUX at exchange and requires a
planned outage to resolve. Planned outage for 05:00 Saturday 21‘. Call E-0601140242 refers.
Monday 23rd January. Update, VIP Site “The Markets” Leeds 014323 lost On-line services at 16:15 on Saturday 14" January. Problem identified by
BT on Monday 16" as an exchange fault. Problem has continued all week with BT repairing 6 PSTN circuits by a “Lift & Shift” ic. moving the 6
circuits to spare capacity within the main frame circuits at the exchange. This did not resolve the fault so BT replaced H/W in the MUX at the exchange.
Although resolving 5 circuits it did not resolve the circuit for “The Markets”. BT required another “Lift & Shift” at the main frame to resolve the fault.
ADSL Service returned to site at 15:00, decision was taken by BM at PO to return to an ISDN service. ISDN service working from Post Office from
17:25, Denise Miller BIM attended site on this Monday and continued to monitor the PO after issue was resolved.
Incidents Outside the Fujitsu Domain:
Friday 6" January. Issues were experienced with A&L transactions timing out at intermittent intervals. Problems started at 11:40 and continued
intermittently to 14:47. A&L indicated that the failures were due to problems within their systems. POL SCT were seeking from the A&L the root cause
analysis to the problem and its resolution at 14:47. Call E-0501060356 refers.
Thursday 11th January. Transaction time outs experienced to LINK, between 08:41 to 08:45 & 09:31 to 09:47. Link reported issues at these times with
the Halifax & Bank of Scotland (HBOS)
Wednesday 18" January. The second payment file to Streamline Debit card Service was unable to be sent at 21:00. POA networks team investigated
and found unable to send file from either Data Centre Wigan or Bootle, also a manual transfer failed. Networks liaised with Streamline but no apparent
fault was identified. Service started to work again at 09:30 Thursday morning with the file transferring ok and the inbound file from Streamline received
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ok. As no root cause identified network sniffers applied to the Streamline connections to monitor the payment file transfer for Thursday at 15:00 and
21:00 both files transferred successfully. Networks continue to monitor. Possible problem was with Streamline, as we could not send from either of our
Data Centres. NB. It should be noted that because of the late delivery this has affected the reconciliation reports NB102 section 4 reports with more than
10,000 exceptions (report limited to 10,000) at state E39, so reconciliation for these DC transactions will be a day later at day C. Call E-0601180850
refers.
Wednesday 25th January. There were 13 timeouts experienced on the Debit card service between 11:04 and 11:09 across 2 agents DC02 and DC04.
All of the POA systems were checked out and no fault instance was found so call passed via SCT to Streamline. Streamline response was that they saw
no failures at this time but were experiencing heavy traffic at this time. Calls E-0601150313 & 314 refer.
2.1.3 OBC Branch Change Service Summary
January 2006 again saw sustained achievement from Fujitsu Services OBC in delivering a performance within the OLA targets. A total of 224 changes
were received, 16 of these were cancelled changes. Fujitsu were responsible for 4.5 change requests not being completed on the target date. For Fujitsu
this represents a failure rate of 2.16% against the 5% target rate. There were no line plant failures therefore this also represents a failure rate of 2.16%
against the 4% target. This is an improvement, compared to the December calculations of 1.69% against the 5% target rate and a slight drop of 0.24%
against the 4% target rate. Post Office were responsible for 2.5 change requests not being completed on the target date, which represents 1.20% against
the 4% target, which is an improvement against the December calculations of 3.61%. There was I joint failure.
Fujitsu’s Services performance against a revised OLA which doesn’t include the ‘Closures’ saw an achievement of 2.41% against the 4% target. This is
an improvement of 0.98% when compared to December’s achievement.
Fujitsu’s direct failures comprised of 2 communications, I Hardware and 1 Software.
Post Office Limited direct failures comprised of 1 Process and I Compliance.
The Joint Failure was for an ‘Other’
Corrective Actions
The process for advising Implementation Project Manager’s of engineers undertaking ‘Conversions’ is continuing and working well to ensure
Conversions are completed successfully.
A new document is being put together to aid in the resolution of ‘Break-Fix’ calls on ‘Mobile’ sites. This document will include training tips and check
lists for the Post Masters to complete before logging the call. There will also be a structured script for Horizon Service Desk staff to follow to ensure data
collection and description of the faults are captured accurately.
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Feb05 Ma-05 Apr-05 May-05 Jun05-—u-05Aug-05 Sep-05 = Cat-05Nov05 —Deo-05
Month
2.1.4 ADSL Migration
There are a total of 10694 branches live on ADSL . This is an increase of 227 from last month. There are currently 326 sites still to be migrated.
2.1.5 Icon Service
No Update.
2.1.6 Business Continuity
During January the Business Continuity team successfully completed the business continuity procedural walk-through for the Outlet Change
Management Service.
The 2005 Business Continuity Test Plan and Test Report were completed and approved.
The Horizon Support Services and Horizon Services Desk Business Continuity Plans were issued, these included changes for S90 and S92 infrastructure
and services. The Horizon Services Business Continuity Plan (CS/PLA/079), is expected to be distributed for comment cycle during mid February.
Following the closure of FELO1 the introduction of Disaster Recovery facilities at LEW02 is progressing as expected.
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2.1.7 Message Broadcast
24 Message Broadcasts were sent this month.
2.1.8 Horizon Service Desk and Complaints
The HSD achieved all SLT's in January.
The inappropriate calls increased slightly in January by about 7%, this is an expected result for January, Fujitsu will monitor the situation with POL to
identify any new trends or issues.
4 complaints have been logged with Fujitsu this month. 1 on engineer attendance times, I on online services, 1 on Hardware reliability and the final 1 on
HSD advice. Within the 4 logged complaints I is marked as justified (engineer), 3 as unjustified. The table below shows details of the individual
complaints.
Facia/ Complaint Type I Justified/ Not Reason for unjustified Corrective action
Fad Justified
Ireland Engineer Justified Not applicable The engineers have had a
Wood attendance particular issue with resourcing of
251323 unacceptable spares which has impacted on the
timescale engineer turnaround times to PO
branches. This problem is now
hopefully resolved and the
service should now be returning
to normal
Brixton Online Services I Not justified All contractual requirements Not applicable
051008 met
Ireland HSD advice Not justified All advice provided for the Not applicable
Wood incorrect circumstances reported was
251323 correct
Scruton Hardware not fit I Not justified All calls logged for kit Not applicable
374309 for purpose replacement have been handled
correctly, the PM has not had
any problems than other
similar branches.
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2.1.9 Business Incident Management
There were 53 BIM incidents raised during January, 12 less than December 2005.
Of these incidents raised 20 were within the 8 hour response SLT (predominantly relating to the ‘Network Banking State 4’ exception state) and 33 were
within the 5 day response SLT.
2.1.10 Engineer Services — Site Visits By Engineer
There were 4692 break-fix site visits completed in January, (compared to 4584 in December), of which 3766 resulted in unit exchanges, and the overall
performance of the engineering service continued to be delivered around our SLT. The overall service continued to be affected by last December’s
logistics changeover until the middle of the January when service largely returned to Business As Usual levels on a day by day basis. However the SLT
figures reflect performance across the entire month.
Service Improvements
FJS are constantly working to deliver improved Break-Fix SLTs and will continue to give management focus to the current problems in getting stock to
engineers. It is expected that the monthly performance figures will return to full conformance in February.
In January, the new mobility box and power supply unit for the mobile counters was introduced and this is expected to deliver increased reliability of the
mobile counters.
The pro-active replacement programme for PIN pads reporting HCP errors got underway in January, and over 250 units were replaced. The remaining
14 (at time of print) will be completed in February prior to the start of the $90 release.
FJS are working on a project aimed at reducing the numbers of engineering visits required; and have also proposed a number of initiatives in which Post
Office Ltd could assist in this area.
Remedies
In January there were 498 remedial calls , which is higher than in December (335). Penalties incurred were £108.923.36. Performance for some SLTs
finshed below target: for Local A priority calls (93.8%), Local B priority (89.6%) and Remote B priority calls (93.9). Average Down Time was also
much higher than normal due to the additional time it took to get some spares to engineers for their calls.
2.1.11 Security Services
AUTOMATED KEY REFRESH
An average of 443 branches a day were selected for key refresh while the key refresh algorithm was turned on for this month resulting in a total of 1335
branches being targeted for refresh. The key refresh algorithm is now permanently turned on, and will be continually monitored.
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MANUAL KEY REFRESH
There were 2 manual keys generated this month.
KEY MANAGEMENT ADMINISTRATION
There were no major key management issues this month.
Audit Retrieval Queries (Litigation Support)
Received this YTD Contract Received YTD Outstanding
month
54 540 534 0
Witness statements 5 Witness statements YTD 36
provided this month
Days in court this month 0 Days in court YTD 4
Previous Month, Current Month and Fort!
hcoming Court Commitments / results
Outlet DATE Court location Comments
Sopley December 2005 Bournemouth Offender found
Crown Court guilty on all 28
counts and will be
sentenced in
January 06.
Forest Gate December 2005 Kingston Crown Offender pleaded
Court
guilty and will be
sentenced at a later
date.
Waltham Abbey
9 January 2006
Chelmsford Crown
Court
Witness required
Lucker 13 February 2006
Newcastle Crown
Court
Witness required
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Updates to Previous Months Prosecutions
Outlet Comments
Chigwell Row Successful prosecution by DWP. Offender received a custodial
prison sentence.
Lordship Lane Successful prosecution by DWP. Both offenders received
custodial prison sentences.
Fishergate Hill Offender found guilty and received a custodial prison sentence.
Leaves Spring Offender pleaded guilty and received a suspended sentence.
Newbold Road Attended as witness. A hung jury resulted in no verdict.
Leiston Case was terminated due to insufficient evidence
Quarry Lane Offender found guilty and received 2.5 year custodial sentence
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2.1.12 PostShops
The PostShop rollout ceased in December with 166 live branches. Fujitsu are still in discussion with POL regarding any additional PostShops now
required so this is the live estate at the current time. The call volumes are 50% lower this month from the previous two months this is an excellent trend
and indicates that the PM’s are now very comfortable with the PostShop application.
There are no big issues this month.All issues logged are being reviewed and analysed to identify any trends. The table below represents all issues logged
by the PostShops Servicedesk.
Week I Week I Week I Week [Monthly Totals
17 18 19 20
Number of calls 8 6 7 18 Bo
received
Number of calls 8 6 7 17 Bo
resolved in 8 hours
Number of calls 0 0 0 0
resolved in next day
Number of Hardware 7 1 3 9 20
faults
Number of software 1 5 4 9 19
faults
Number of outstanding I 0 0 0 0
calls
There were NO call to fix failures this month.
File deliveries:
There was I instance of file delivery taking a while on 11'" January by 24 hours, however the files were all delivered the next morning. The problem was
caused we believe by a corrupt data base file ( not PC anywhere) that is part of the mechanism that controls the polling sequence.
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3 JANUARY VOLUMETRICS
3.0 OPERATIONAL BRANCH & COUNTER VOLUMES
Please note that forecast figures have been updated and are likely to change for future months.
39,000
36,000
33,000
30,000
27,000 (mmm Actual Live Branches
— lum Actual Live Counters
24,000 Forecast Live Branches
21,000 Forecast Live Counters
18,000
15,000
Number of Branches / Counters
12,000
9,000
6,000
3,000 -—}
O- t
Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 Jul-O6 Aug-06
‘Aug-05 I Sep-05 I Oct-05 I Nov-05 _[Dec-05 jan-06__Feb-06 Mlar-06_—Apr-06__—Mby-06 —sth-06—Ju'06_——Aud-06
Actual Live Branches 14378 14347 14317 14303 14287 14276
Actual Live Counters 35258. 35204 35188 35195, 35189. 35205,
Forecast Live Branches 14397 14412 14397, 14382 14372 14357. 114342 4327, 4312 Af297. 14282 44p67. 44952
35237 35108 35093 35078 35068 35053 5038 5023 5008 1993 34978 3463 34948
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3.1 VITAL STATISTICS
3.1.1 Vital Statistics - Network Banking
January 06 To Date
Balance Enquiries 1,737,014 50,424,118
Cash Deposit Transactions 621,903 12,230,967
Cash Deposit Total Value £288,009,423 £3,517,129,733
Cheque Deposit Transactions 44,946 869,209
Cheque Deposit Total Value £17,684,379 £347,191,495
Cash Withdrawal Transactions 10,296,265 219,237,840
Cash Withdrawal Total Value £1,063,434,855 £20,980,169,912
Withdrawal to Limit Transactions 10,110,930 149,598,602
Withdrawal to Limit Total Value
£1,262,883,832
£18,106,714,963
DCP Refund Transactions 464 17,677
DCP Refund Total Value £56,481 £3,183,680
DCP Payment Transactions 2,552,988 48,501,586
DCP Payment Total Value
£198,433,766
£3,022,449,859
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3.1.2. VITAL STATISTICS - NETWORK BANKING TRANSACTIONS BY BANK (CURRENT MONTH)
Transaction
Bank Volume Transaction Value
Alliance & Leicester ple 1,478,583 £351,187,173
Card account at Post Office 18,267,456 £2,049,607,325
Streamline (Online Debit Card) 2,553,452 £198,490,247
LINK
Abbey National PLC 58,864 £2,996,862
Bank of Ireland 22,541 £2,288,485
Barclays Bank Plc 801,110 £58,587,120
Clydesdale Bank Ple 88,981 £7,240,124
First Trust Bank 655 £59,346
HBoS 75,130 £4,407,857
HSBC Bank Ple 24,631 £1,748,044
Lloyds TSB 1,145,414 £72,494,608
Nationwide Building Society 144,116 £7,360,701
NatWest 117,553 £5,382,686
Northern Bank Ltd 7,580 £385,445
NS&I 243,571 £37,061,706
Post Office Financial Services 6 £200
Royal Bank of Scotland 36,587 £1,753,486
Smile 28,417 £4,523,062
The Co-operative Bank 192,524 £20,166,504
Ulster Bank Ltd 661 £50,586
Yorkshire Bank Plc 88,635 £4,711,170
LINK TOTAL 3,076,976 £231,217,991
GRAND TOTAL 25,376,467 £2,830,502,736
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FUJ00152255
Ref: CS / PER / 050
Version: 1.0
3.1.3 Vital Statistics - ETU Transactions
Summary Jan-06 Totals to Date
Transaction Volume 1,507,068 37,252,841
Transaction Value £12,492,700 £307,634,462
Details by Issuer Scheme
Transaction Volume
Transaction Value
3G UK Ltd Everything Add-On 15,992 £186,640
3G UK Ltd Text Add On 6,136 £30,680
Carphone Warehouse MobileWorld 4,912 £129,310
Fresh Mobile E-Voucher 2,808 £18,905
Napster Tracks Music Voucher 3,261 £32,315
Napster Unlimited MusicVoucher 2,788 £23,435
O2 PAY & GO 125 £980
O2 Top-Up Voucher 100 £1,380
Orange E-Voucher 64 £1,415
Orange pay-as-you-go 190,286 £2,134,080
Post Office Rechargeable Card 48,434 £519,320
Talk Talk Mobile E-Voucher 31,656 £248,025
talkXtra 339,838 £2,580,855
Tesco Mobile Pay as you Go 1,974 £15,225
Tesco Mobile Top-up Voucher 489 £4,260
T-Mobile Pay as you go 44 £350
T-Mobile Top-Up Voucher 3,341 £29,870
Virgin Mobile Airtime Voucher 12,455 £136,365
Virgin Mobile Pay As You Go 1,763 £19,230
Vodafone Pay as you talk 223,331 £1,834,425
Vodafone UK PAYT TopUp Voucher 55,886 £400,030
Vodafone UK Text Pack Voucher 37,334 £256,480
Vodafone UK Voice Pack Voucher 113,373 £8790,590
Totals 1,507,068 £12,492,700
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Fujitsu Services
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FUJ00152255
Ref: CS / PER / 050
Date: 14/02/06 Nersion: 1.0
3.1.4 Vital Statistics - General Transactions
cramsactnsby I APSGeveric I ataoteto DWP. I Data Fiebelvery I peyecgeay I SONS I re eam
source systems to TIP
January 2005 26,695,470 8,152,115 186,172,451 1,553,954 18,406,269 1,344,626
February 2005 22,940,870 4,151,736 165,721,492 1,617,718 19,140,250 1,349,223
March 2005 26,699,858 328,016 196,937,035 1,886,499 23,510,405 1,425,490
April 2005 27,429,551 17,572 192,589,186 1,988,602 23,253,854 1,423,031
May 2005 26,167,158 2,798 185,685,955 1,951,179 23,270,905 1,388,395
June 2005 25,976,266 l 190,009,058 2,078,448 23,279,596 1,474,354
July 2005 25,022,191 N/A 182,589,632 2,069,931 22,226,471 1,468,755
August 2005 26,705,444 N/A 193,006,661 2,174,677 24,638,540 1,597,895
September 2005 25,976,618 N/A 186,567,173 2,278,662 22,970,773 1,565,092
October 2005 26,497,868 N/A 186,838,982 2,426,611 23,225,056 1,528,801
November 2005 26,423,868 N/A 195,520,416 2,610,067 24,090,481 1,544,262
December 2005 24,858,799 N/A 226,656,265 3,361,185 27,124,957 1,559,134
January 2006 26,040,782 N/A 207,579,498 2,553,452 25,376,467 1,507,068
Other Network Banking Transactions include: Balance Enquiries, Change PIN, Deposits (Cash & Cheque) and Withdrawals (Cash & “to Limit”).
© 2006 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
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FUJ00152255
FUJ00152255
itsu Services
SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06.
Nersion: 1.0
3.2 HQRMZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES
16,000
14,000
==
a I
12,000 on f . a
Se = ail oe =
10,000 I on
5 bea F f
2 6,000 f opr I
4,000 I I I I
I
0 Pons eh
Jan-05 —-Feb-05 —Mar-05—Apr-05.—May-05 = Jun-05-Juk0S = Aug-05 © Sep-05 Oct-05. Nov-05.-Dec-05—Jan-06
Month
mamma Change jams Environmental (= Hardware =m Inappropriate
Gams NBSCReferral aaa mam ReferenceData mama Security
c 1 Software (=m Other Queries m BusinessIncident amma One Shot Passwords
Monthly Call Limit 6-monthmovingaverage
JanOS I FebOS TEI OS Nj Z TOROS] Aug] Sep-05 J TarcOE
Businessincident 4 0 0
‘Change ml 4 3 ra a 4 4
Sahieonesioial P 464 437 rr " 462 488. 464 4 re ab 44
Herchvarer ts + + 7
TEPTOPTE TAOS T TAI 1pTs 10. T235] TTS T3I 12 TST aS, T TST
RESCReterral vs) ia Ei [oz z ‘3 OO. T 5 73S, 70 Te TST
Network” 778 1690 1603 1 ae 84 959 10s I 2220 7480 i i
‘CthecAuerios 3 sip. 6p ba rt rr mn sa rc 2 5 z
ce te ts Fal 7 ic 7 Fea ie Ea 7% t id fe fl
3a24 a 28% 5 70d 35 404 8 468
TotalCalls 15237 I 43775 I43493th744 1450] _ 12967 I __13368 I 19463 [43616 743405 1334p
S-mnontt 45371 44506 —_I44465 _4 49d4 4393: 4340-1} 43474 I 43470 I 4944s 43601
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itsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Version: 1.0
3.2 HORIZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES (CONT’D)
Jan-05 I Feb-05] Mar-O5] Apr-O9 _ May-Of Jun-Of Jul-q5. Augj05___Seq-05 Ocf-05 Nqv-05 Ne Jap-06
Business Incident 0 ie) 0 ie) i 0 0 1 0 0 10 0 0
Change 2 0 i) 1 1 3 0 0 2 0 1 1 1
Environmental 1p7 54 37 170 181 204 153 188 154 139 183 136 117
Hardware 7574 7465 7222 m62 677 7433 6848 6907 7210 7112 8088 7237 7272
Inappropriate helpdesk 1459 1972 1995 1519 033 496 1150 1346 1217 1910 1745 1313 1551
NBSC Referral 1p9 190 81 102 83 74 60 71 75 133 170 153 131
Network 1778 1490 1603 1869 114 2184 1959 2109 2220 1480 1565 1232 1232
Other queries 1p7 76 60 1120 126 187 211 181 198 216 267 252 287
Reference Data 8 1 1 2 2 2 1 0 1 21 1 0 1
Security 1 1 0 4 6 1 9 6 2 0 2 0 3
[One Shot Passwords TBS ST 52 130 719 126 108 TS: T56 T37 T37 129 134
ONWare 8} 7S Ry 1s) T ST SOS AUT ) AOS Uae 205: 2652
System outage calls (not included) 1p2 419 0 0 139 0 0 0 549 0 479 0 0
13342
13685
580
Working days per month p2 120 21 21 22 24 23% 24 24 232 24 22% 23
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 24
Fujitsu Services
Date:
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SERVICE REVIEW
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3.2 HORIZON SERVICE DESK - LOGGED CALL PROFILES FROM LIVE BRANCHES (CONT’D)
Explanation of Calls removed from Call Volume totals due to System Outages.
Month [description of issue / system outage [date [I call type [I calls identified
Feb-05 ATM switch failure : loss of service to 1,600 ADSL Branches between Saturday 12/02/2005 N (ADSL) 286
12th and Monday 14th 14/02/2005 N (ADSL) 133
Mar-05 No calls have been removed this month 0
Apr-05 _ No calls have been removed this month 0
ND01 calls raised by ADSL sites as a result of BAS Router fault between 08:34 NDO1
May-05 _and 09:32 ref CS/REP/221 24/05/2005 (ADSL) 139
Jun-05 _No calls have been removed this month 0
Jul-05 No calls have been removed this month 0
Aug-05 No calls have been removed this month 0
Sep-05 From 13:19 to 14:34 and from 15:34 to 16:41. CAT 1 Switch Wigan Failure 08/09/2005 incident 132
From 09:03 - 10:15. WAN Router 1 Wigan 27/09/2005 417
TOTAL for SEP05 549
Oct-05 _No calls have been removed this month 0
Nov-05 [09:25 to 10:45 BAS Router GB_TELHS1-R1-003 Incident 07/11/2005IN&S 126
10:43 to 11:27 Access contral change on C&W Network 14/11/2005IN&S 127
13:33 to 17:12 BAS Router GB_WAHP03-R10-007 Incident 15/11/2005IN&S 188
12:30 to 13:08 BAS Router GB_KEARO2-R10-001 Incident 29/11/2005IN&S 38
TOTAL for NOVO5 479
Dec-05 No calls have been removed this month 0
Jan-06 No calls have been removed this month 0
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 25
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Date: 14/02/06 Version: 1.0
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS
The number of calls logged overall by
Postmasters remained around the same as last
Hardware CalPitoblemype month — 7000 hardware calls is a typical
month’s volume. The number of counter
printer calls returned to its normal level, but
there was an increase in PINPAD calls this
9.000 month. However, PINPAD call were also high
5.000 in January last year and then dipped the
2 following month, we expect a similar pattern
000 .
é to be shown this year. Note that the HCP
5000 replacements for PINPADs are not included
000 here (because these calls were not logged by
4,000 branches).
3,000
2,000
1,000
°
Janos Fes Maros pros May-os Jun-08 Jats Aug-o5 sep-05 oxtes Nov.05 oee-05 Jan-o6
Dprocessor fault Reader fault Hcounter printer fault Back office printer fault
keyboard fault Monitor fault UPIN Pad fault Bother fault
Jan-05 Febyos jar-05 Apr-05) May05 jun-05 Jul-O5} Aug-05, ep-05 Oct-0! Nov-05 Dec-05 Jan-06
Processor fault 636 39} 380 623 ofp 308 oS 3yt 629 372 675 609 583
Reader fault 309 428 435
Counter printer fault 44 140 81 46 1 428 48 4 428 49 2939 2848 2474
Back office printer fault 1320 1149 1328 1071 10b2 1342 1246 a7 1133 887 931 663 628
Keyboard fault (J 4] (J Ky BAT aT 67S cry BT 988 894 1009
Monitor fault 1090 800 873
PIN Pad fault 4479 4145 Hoa2 940 odo 1020 926 adis 4041 973 1042 o7t 1247
other fault 28 2 27 22 Q 35 14 2 26 34 24 24 23
TOTAL 7 TES TE SOV COTE SYUT TIT TT 8088 7237 7272
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3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS (CONT’D)
Software Calls by Problem Type
S70/75
5,000
° L
000
i
°
°
000
z
2,000
4,000
0
Jan-08 Feb.05 waros ay-05 Jun-08 Juios Aug-0s sep-0s ontgs Nov-0s Dee.0s Jan-06
system freeze/ “System bul gystery error mesfiftjee scredhKey refresh - Update secullt7Odata Supplisystem slow / systemM®aippried software I error
Jan-05] Febpos: jar-05 Apr-0} May-05 jJun-05 Julgs Afig-05 Sep-0: Oc}-05 Nov-05 Dec-05 Jan-06
ystem error message 342 47 a7 37 Bo 375 35 99 346 ape 478 463 438
lue screen 2 206 149 155
ey refresh - Update security data 44 ida 95 264 55 387 13 32 46 aha 275 158 190
ystem freeze/ “System busy” msg 1139 1473 1194 1164 1p62 1260 1178 164 993 1016 1289 1116 942
OLO Support 7 rT s fr 335 30 bat oy spi 309 244 265
ystem slow / system delay m 26 a 6 mn vm abs 286 149 80
eported software error 1207 546 361 265 73 156 19 baz 254 3b7 384 373 501
TOTAL 3823 28Y5 2632 266 2par___I 2797 23d 407 I 2226] 2468 3227 «26522874
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE
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1400
1200
1000
800
600
400
200
Date: 14/02/06
SERVICE REVIEW
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Version: 1.0
3.2.1 LOGGED CALL PROFILES —- INCREASED CALL VOLUME ANALYSIS (CON
System Freezes Fixed by Reboot - Cause
analysis
Jan-05 Feb-05 — Mar-05_—Apr-05. = May-05 = Jun-05 «== Jul-0S-=—Aug-05~— Sep-05 = Oct-05_-—Nov-05 —Dee-05—Jan-06
OReceipt / label printing GReport printing BReport previewing
BTransaction processing BRiposte login SIPOLO process
BAdmin / cash account BTivoli event Reboot not required
System Freezes jan-05 I Feb-of May0s _Abr-05 [May-o5 I Jun-of _Julfo5 _Alig-05 ISep-05] Octob Nov-05 Dec-05 —_Jan-06
Receipt / label printing a7 37 6 (60 ot 70 5] 49 70 79 88 82 76
Report printing 79 T 7 7 7 53 38 26
Report previewing 4 76 53 57
Transaction processing 502 563 sal 73 513 504 545 b79 512 494 724 623 535
Riposte login 127 110 9 94 91 152 143 78 55 63 43 57 53
POLO process Ta7 104 7 aS oF 737 Tat ig 3 700 53 47 53
Admin / cash account 110 74 34
Tivoli event 44 o 3 5 3
REBOOT sub-total 4018 4075 4046 1102 987 +168 4opa 008 873 913 1147 979 837
Reboot not required 121 98 9 59 75 89 8 54 120 103 142 137 105
I TOTAL 1139 TTS TTGs TET 1062 1257] 7 T62 995 707 1289 1116 942
COMMERCIAL-IN-CONFIDENCE Page 28
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Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES
Network Service Summary
The network performance in January 2006 built upon the exceptional performance in December 2005.
¢ No major incidents in the Fujitsu/C&W domain
Process improvements in the Fujitsu/C&W domain have continued to deliver improved network reliability across all technology platforms.
There was however a reference data incident on 19th January 2006 resulting in the VSAT network quality of service deteriorating. This is a
known problem and options to address are being reviewed by the Service Improvement forum. In this incident the release size exceeded the
specified capacity of the network. The SSC manually controlled replication and perfect service was restored at 11:31.
e Fastest transaction times ever recorded with 0.30s average network banking authorisation time at ADSL branches.
The fastest daily performance was 0.26s and the slowest was 0.32s showing that a fairly consistent quality of service has been achieved.
e Further network improvements
In early February 2006 the C&W ADSL components in Telehouse will be relocated to provide greater environmental protection. This was a
recommendation from a recent BAS audit. After this is complete all major network components will be in dedicated Fujitsu, C&W or BT suites
with restricted access. The plan incorporates known issues from previous incidents to minimise the risk of an incident occurring.
Between February 2006 and April 2006 all the BAS routers are scheduled to be upgraded to a more recent Cisco IOS software release. During the
evaluation exercise this release was proven to be very secure and robust. C&W have recommended it as very suitable for the high availability
requirements of the Post Office ADSL network. The release will be scheduled carefully to avoid any impact to $90/92 counter software
distribution.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 29
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
*The new CEM was started on the 01/07/05
Network Calls by "ND" Problem Type
3,300 a
2,750
2
2.200
°
i}
6 1,650 I ' iowa}
z : :
1,100 I i , Al i
550 b
I
t) r 1 1
Jan-05 Feb.05 Mar.05 Apr-05 May-05 Jun-05 Jul 05 Aug-05 Sep-05 Oct-05 Nov-05 Dpe-05 Jano
Withdrawn old ND codes ADSL online services unavailable (NDOMISDN online services unavailable (ND02)
BVSAT online services unavailable (ND1@)Disconnected Node (NDO6) Online transaction unavailable (ND14
ND CALLS by Problem Type Jan-05 Feb-0! Mar-45 Apyp05. Mpy-05 jun-05 Jul-05 Aug-0! Sep-95 Ocf05 Npv-05 Dec-0f
Withdrawn old ND codes 1370] 1649 1P67 H 439 1871 I 1590
ADSL online services unavailable (NDO1) Ets) S35 aK) 3} 243 844
ISDN online services unavailable (NDO2) st +t 157 11
VSAT online services unavailable (ND 10) 2 A 39 a 78 1
Disconnected Node (ND06) 178 445 4 160 88 187
Online transaction unavailable (ND14) 525 221 119 283 99 109
TOTAL 1370 1699 126 1469 871 1590 1959 2109 276! 1460 865 1232
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
[ADSL Online Services Calls - Cause Analysis jan-05 feb-05_Nar-05 Apr-05 MMy-05 vuf-05 _Jugos Audios Sepfos Oct ps Novis Dect _van-0
ADSL service fault (C34) 6 6 5! 4g 46 39 44
ADSL major incident (C37) a 5g6 15] 37] 27) 20 17
Software error / reboot (C36) 376 46 39h 28) 33, 324] 317
Undetermined fault (CG4) 189 176 26 18: 26% 235) 194
subtotal obo 12k 5 9 618 YP
PSTN line fault (C35) 40) 32 41
INo fault found / user error (CR4) 493 a 4 4. 3. 178] 494
Duplicate call.oroth 43 46 24
TOTAL a a a a lo ee Se 23 424 24d 228
ISDN Online Services Calls - Cause Analysis de 1, of. 4 -) I, 4,
ISDN service fault (C31)
Major incident (C38) +
Software error / reboot (C36)
[Undetermmentaunr {cosy 3 c 30
TOYOTA TH T TO T TOD TTT
No fault found / user error (CR4) Ty T o 1S
[Duplicate call or other causes. T T T TE 5 5
TOTAL 0 ov Ly ov 0 2 4 T3Z TS: THT TS:
IVSAT Online Services Calls - Cause Analysis lan-05 jeb-05 jar-05 = Abr-05 = May-05 = Ju-05 Juhos Aug-0S = Sep05 Oct-P5 —Nov-@5 = Dec-( Jan-0f
IVSAT service fault (CGS) 0 5 3 3
Major incident (C39) 4 2 6g 43I 0 33
Software error / reboot (C36) 4 4 1 8 2 7
Undetermined fault (CX8) EI 2 13] 4 3
Subtotal a 3 74 69! 9 46
INo fault found / user error (CR4) 4) 2 Z 4 4
LQuplicate call or other cause: OL ie} 2 4 12
TOTAL 0) 2 2 0 0 3 L 5 ol 52.
ND44 Online J: tion Cause Anal Han05 _Heb.05 _Nar.05 205 Mays uhos —_juhos audios Oct. Nowss 04 Jan.of
er + ch. 4 4 3 4
reat food user error tery T
Duptcatecattorottrercatr
TOTAL 0 0 0 oO 0 0 525 221 1193 283 199 109 88
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Date: 14/02/06
SERVICE REVIEW
Ref:
Version: 1.0
FUJ00152255
FUJ00152255
'S/ PER / 050
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
C&W and BT- Branch ADSL MTBF
88
C&W and BT - Branch ISDN2 MTBF
os 88 eee gy
Jan-05 Feb-06 MarO5 Apr06 May. n-OS Jul05 AugO0S S4p-05 OcL05 Nov- 9-08 Jan-08
C&W and Hughes - Branch VSAT MTBF
a 8
ae
Jan-08 Feb-06 MarO6 Apr-O5 May- Jum0§ WuLOS AUp-06 S0p-05 Oct05 Nov.05 Dec06 Jano6 I Jan-05 Feb. Mar- Apr-0S May- Jun-05 WuLO5 "Aug- Sep- OcL05 Nov- Dec- .n-06
r %¢ e e rae
W-ADSL MTBF (years) i ISDN2 MTBF (years) ‘@VSAT MTBF (years)
— +3 Month Roling Average of ADSL MTBF (years) +5 Month Roling Average of SDN2 MTBF (years) 4-3 Month Roling Average of VSAT MTBF (years)
Jan-05 Feb-05 Mar-05 Apr-q5_ Maj-05 Jgn-05 jJul-o5 Aug-05 Sep-05 Oct-05 Nov-05} Dec- Jan-06
ADSL MTBF years) 73.68 e278 26.4 2e8 rer 73.73 2471 38.55 25.84 79.86 223 31.83
fonth Rolling Average of ADSL MTBF (years) CT. Fae Fo70 38.15 38.70 23.00 3005 STS 25.61 31.33
SONI FEST oa a + ohn oF ToT 7 a a 462
OTAVETEN sero id 79} 467
5.96
u us tes
C&W and BT- Branch ADSL MTFR C&W and BT - Branch ISDN2 MTFR ____€&Waand Hughes - Branch VSAT MTFR
2s 2 Lo
30 si + =
I a
2 ¢ . . wa F Re, of Lal
bof Ss oo g a Ties :
Fi i ans a
18 10 sr f :
. o
of : : nel FOS wards A9e08 Mey dE Ju6 "hp tape O05 Hor Dor att I" ano8 Fevth Mas ApS iy sunt6 HIE Aupt6 ep O28 Nor Due 8
S-ADSLMTER hours} ISDN? WTER (hours) W-VSAT MTFR (hours)
4-5 Month Roling Average of ADSL MTFR (hours) I b.05 43 Month Roling Average of SDN2 MTR (hours) I 05 +5 Month Roling Average of VSAT MTFR (hours) Sante
‘ADSL MTFR (hours) 8.01 16006 22.08 22.28 20.65 32.26 25.87 19.58 1697 30.63 wet 15.58
9-Month Roling Average of ADSL MTFR (hours) 21.01
13.19
AT MTER (uous) 11 a708 An abo 30 peer 00 16 138 a 20.15
Month Boling Average of VSAT MIER (hours) 2073 26.00 287 17d she 68 2237 28.20 22.09 a7 35 15.28
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 32
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
Number of reported faults
2
fa
“ADSL Service faults as % of ASDL POs
I 0%
60
40
1%
20
oll 2%
Jan-05 Feb-05 Mar-05 Apr-05 May-05 Jun-05 Jukos ‘Aug-05 Sep-05 Oct-05 Nov-05 Dec-05
HEEEEADSL service (general) GEEBIADSL high order failure MEME ADSL last mile [500081 exchange
WH ADSL engineering [SSIPSTN line IGeneral maintenance EET Customer equipment
WEENo fault found ‘A~ Actual faults as % of ADSL POs Total incidents logged as % of ADSL POs Rolling Average of Total All Faults
9-05 Feb-05 Maro] ‘AprI5. Mby-05. jun-05 JuLO5 ‘Aug-05 ‘Sep-05 Oct] Novpos Dhc-05
‘ADSL service (general) 7 8 8 2
DST High order Taare i TT 7 by TT 8
6
13
st 4 4 4 4 °
cual faults at ADSL POs total A A 44 3 4 27
‘Actual faults as % of ADSL POs 0.11% 0.11% 0.10: 0.24% obe% 0.12% 0.35% 0.34% 0.22% 0.314 0.24% Ol26%
PSTN line 1 5 41 q 5 15 4 7 é 4 o
General maintenance 0 0 0 y 0 0 0 0 0 0
CUSTOMET SAU BTENT 3E rT 3 T rs K rT T 22
9
98
Ball {Total All Eat 20 om 20 2 0 06 it 416 419 et 4 19
I Total incidents logged as % of ADSL PO: 41.25% 4.24 4.28 428% 9% 1.109% 4.08% 4.44% 4.50% 1.0034 41b% Joa
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 33
Jan-06
0.26%
22
52
104
121
0.97%
FUJ00152255
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Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Version: 1.0
3.2.2 ONLINE NETWORK SERVICES (CONT’D)
360 5%
< 4%
300 .
— ss a = : ——+---—I % 8
. ~ s
2 ~ = oe mB
2 SS 3
3 200 1% 3
5 #
8 = %
g : om &
; 150 = £
é 1%
2100 2
2%
50 i .
oli I bi it I add th dh al,
Jan-05 Feb-05 Mar-05 Apr-05 May-05 sun-05 Jul-05 ‘Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jai}-08
HEE Caller 1D not enabled EEE Not in Closed User Group [aml software (IE xchange fault [Em Extemal wiring
5 Premises MMM Line coased [Em General maintenance [EE Customer equipment IEEE No fault found/Right when tested
‘4 Actual faults as % of ISON2 POs Total incidents logged as % of ISDN2 POs™~ Rolling Average of Total All Faults
an-05 Feb-05 Mars Apr0] May ps Taos res g-05 Sep-05 Oat05 Nov-05 Dec05 Jan-06
Caller 1D not enabled 0 0 0 0 Q 0 0 0 0 0 0 °
Not in Closed User Group g o 7 g g T g a g g g °
oTare 7 7 y T y T T y °
EXOMATGETHUT T 5 rr rr T 1 T 15 19
i oT 7 rer 28
15
°
Jusal faults at ISON2 PAs total mi . PA 20 A 0 6: a 62
Actual faults as % of ISDN? POs vn 429% 424% 15344 414 mn lossn 60%. 467% 4624 07% 455% 1.80%
‘General maintenance 0 0 0 0 ol 0 0 0 0 0 0 °
Customer equipment 18 7 17 6 4 16 14 7 7 7 7 3
No fault found/Right when tested 97 51 60 52 4 fs 23 37 53 26 43 38 14
Total All Faults 209 163 163 147 14 ipo a5 124 135 98 128 702 79
Rolling Average of Total All Faults oe ZaT 08 19s 8 TPT 76 170 06 159, 156 138 131
‘otal ner logged as % of TOTe 21% Bam Exii I ad oT TOTe roam TOK 71% 2.30%
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 34
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
4
C&W and Hughes - Branch VSAT Incident Causes
2
20 fe : SS 2k : : = : oo : 20%
°
_ . 1% 8
316 &
& = Pa
3 So oe EX SS et
5“ — a. te i
8 22. — =e oe #
Bi ie “ I ~ #
é 8
9 2
$10 = _ : Se — — —jo% §
3 &
8 é
5 4
3 — . . = = =o : oe Se
6 S
fe — : : ee . : — I 10%
{ff
‘Il il I I a I i ll I I I _
0 : a Join a oe 20%
Jan-05 Feb-05 Mar-05 May-05 Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06
GEEEIPersonal earth station MEEDish fam Hub 1General maintenance =EICustomer equipment
MEE No fault found “a Actual faults as % of VSAT POs Total incidents logged as % of VSAT-AibsRolling Average of Total All Faults
Feb maros pr-05 May-05 Tun-05 ui: Augios ep-05 ‘Oct-05 Nov-05 Dec-05
Personal earth station 2 T T T T 2 0 2 1
DIET r T v v T T v v 2
°
Actual faults at VSAT POs total 2 1 1 4 o 3
‘Actual faults as % of VSAT POs 4.94% 3.13% 4.89% 31% 0.67% 0.67% 4.34 2.0% 04% 0.00% 2.10%. 2.10%
General maintenance 0 0 0 0 0 0 0 0 0 o
Customer equipment T 3 TT 3 T T Z 7 ? 1
TO TSUTTOTNT 7 ¥ 7 7 T 3
7
Bolling Average of Total All Eaults 4 rr 4 16 4 4 44 4 41 40 10
tal incidents logged as % of VSAT POs 8.02% 15.63% 4.44% 1.07% 13.42% 2.68% 470% 3% 08% 0.00% 4.90% 4.90%
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
These graphs show how C&W ADSL customers are outperforming the BT Wholesale ADSL average for the Ofcom key performance indicators.
The data provided by BT Wholesale covers all C&W ADSL customers although Post Office is the largest customer. The data is offset by 1 month due to BT Wholesale
reporting timescales.
ADSL Actual Faults clearedwithin 40 hours ADSL Actual Faults clearedwithin 40 hours
100% (excludingparkedtime) 100% (including parkedtime)
80% 80%
a re en eee A — 5
60% I ig oa : I 60% . AN See
40% 40% ——__«
,
20% 20% = a I
0% + : I
0% y y 7 7 JulL0S Aug-05 ~— Sep-05 Oct-05 Nov-05-05
JubOS —Aug-05—Sep-05—Oct-05.—Nov-05.Deo-05
—e— C&WCustomers BT Wholesale Average 4 BT Wholesale Target —— C&WCustomers BT Wholesale Average
TurOS[Aug-05_Bep-05 __Cpt05 _Nof-05 Deo} Jul05 _ [Aug-O5T Sep-05 (5 Novos Dec
[__cawustomers 67.26% I 58.39% I 74.67% $3.52% 74.36% 83.92% ca Customers Bia] 46.31% (62.88% 5.34% — 57H8% 64.8%
I____BT Wholesale Average. 62% I 55.67% 1620; 1 69% 994 6 10% jolesale Average: 48.41% I 46 40° 02% Bi! 450% 54 aby,
BT Wholesale Target 24 244 24% —I 4 24 9 T Wholesale Target—Nor 4 No Ni Ni
6% ADSL Early Life Failures 20% ADSL Repeat Visits
5% I E a E :
a 15%
4% Li zx z = =. . 2. x z I
3% : 10% ~— = 4
2% ee ae : oy
1% I . 5%
0% + * . 0%
Jul-05 Aug-05 Sep-05Oct.05 Nov-05 —-Deo-05 ee ’ ’ :
JukOS5 = Aug-05— Sep-05 = Oct-05—Nov-05——(De-05
+ C8WCustomers BT Wholesale Average 4 BT Wholesale Target + C&WCustomers BT Wholesale Average 4 BTWholesale Target
Jul05 I Aua-05 — Bep-05 -05 No}-05 Dec-b5 Jul0S +05 dep-05 -05 Novj05Deo-(5
C8WCustomers 2.87% 1.78% 2.70% 5.26% 4.08% 2.73% C8WCustomers 13.30% 13.38% 15.60% 12.09% 11.11% 11.05%
© 2006 BT yanplnsaledverage 470% 484% 484% 4.59% 47COMMPRCIALSINVOONPAPRSCE 18.36% 19.00% 1858% 17.21% 16.37% 18.72% Page 36
BT Wholesale Target 4.60% 4.60% 4.60% 4.60% 4.60% + 4.60% BT Wholesale Target 15% 15% 15% 15% 15% 15%
Fujitsu Services
Date: 14/02/06
SERVICE REVIEW
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3.2.QQQNLINE NETWORK SERVICES (CONT’D)
Onli#@Service Unavailable Calls (From 1/7/05 = ND01+ND02+ND10+ND14).Actual elapsed time of calls in hours = difference between Call Open
date and Call Close date.
Jan05 -Feb-O5 = Mar05— Apr-05— May-05) Jun-05— Jul0S = Aug05 = Sep05—Oct05) Nov-05— Dec-05 Jan 06
I = <24hours mw <48hours
© <72hours © <6hours
i <120hours
wm 120hourspis
-€
B% 1k
Rh
AT%,
EAN
18.6%
12% 52 2.0% 281.1%
14.0%.
Jan-06 909
* Online service unavailable calls are being kept open for longer in order to track intermittent faults.
8 48- 3.6% — 33-2. 24% 44 T4-S:8% — 1320
= Nov-05 his 10 h 114 104% 108 64% 66% 25 1.5% 104 62% 16//
Dec.05 B21 857% 48 45% 20 19% 15 14% I 18 17% 53 49% 1075
1% 8 54% 3 8% 17, 15% 14 13% 76 69% 1107
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3.2.2 ONLINE NETWORK SERVICES (CONT’D)
Post Office Horizon Major Incidents
10
7 = <
6
5
4
3 I
I I I
ot ke ma
0 ; ; ; a ; ;
Jan-05 Feb-05 Mar-05 Apr-05 May-05 Jun-05 Jul-05 Aug-05 = Sep-05 Oct-05 Nov-05 Dec-05 Jan-06
C&W ADSL Router (BAS) MI C&W ADSL Switch "C&W ISDN Component C&W VSAT Component HC&W Other Component [IFS Network Component
HFS NT/UNIX Servers _SIFS Applications HFS Storage FS Capacity FS Security Keys
Jan-05 Feb-05 Maro: Apr-§5 Maf-05 fn-05, sul-05) ‘Aug-05 Sep-05 Oct-05 Nov- Dec}os
ADSL Router (BAS) oO 0 oO oO oO 0 0 oO oO 2 Ql
ADST Switch o T o o o T 0 o T Ly)
TSUN COMPONENT v v v v 7 v v v v v v
re
No tuio.the ‘a t. 2. 2. 2. LD. 2. O. O. 2. 2.
pplication 4 9 0 9 9 9 9 9 9 9 I
Storage 0 0 0 o 0 0 0 ° o o d
Capacity oO oO oO ) oO oO 1 oO 1 oO oO
Security Keys 0 0 g 0 o 0 o 0 g g Q
TOTAT T T v v v T 7 7
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Jan-06
eco0co 00000
Fujitsu Services
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3.3.1 ENGINEER ON - SITE VISITS
5,000
4,000 e — = OF —
fe I : I
> 200 I I
2 pag se = ae Dos = = . L Soe =
1,600 ea =
0 pee i aa a _ a =I i fae
Jan05 — Feb05 = Mar05—Apr-05 May-05 Jun Ju-05S Aug-05 «= Sep05—Oct05. Nov-05-05 an 06.
Month
mmm Bar code readers tame Base units (mm Keyboards lms Screens
sams otheritems (= Ithaca Printers mama Epson Printers —— OK I printers
"amma Panasonicprinters lama Pin Pads "=a Mobileunits Monthly Call Limit
Jan-05_[Feb-05 -05 May(6 Jun-057Ju-05 fp-05 Nov-OB _Dec-05]_ Jan-06
Bar code readers. 242 226 73 195 189 195 I 200 180 81 215I 208 223
Base unit: ATi. AE 5: ARS ABS Sit A295, A53. a Aq 5A0 AT. At
Keyooards oa So) yy rs) T ca x OT 3B BIS
TthacaPrinters 1590 I 1552 730 ipo t7aq 1631 I 1712 [1700 {849 ‘ep2 2207 2017 I 1814
Epsonprinters 129 412 16 9g 87 81 iz 52 a4 2 27 14 24
OX printers, Ba 345 8 4 377] apa I 42a a2: bos 46 or 268 250
p er 4 4 4 4 4
PITPaOS 0% 35 T S30] — S96 ma —-T T 389] —S05 T
‘Soreens o33«I «(534 bas a 46i 487 487 a4 pea ia 505 569
otheritems 66 55 47 4t 50 114 12 15 21 1 7 13 18
TOTAL 4671_I 4346 4486 45p9_— 43644807 I 4401_‘I 4482 4ep0__ 531944584 I 4692
Nenbiycalnrt 444 Ed) PREG SCLC CGP 1 PRRECl RES GEC CLC 1a
Tr TE THT 27 ar UF
» 2006 Fujitsu eeteney VST Rae "
TS COMMERCIAL-IN-CONFIDENCE
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3.3.2 GATEWAY REPLACEMENTS
200
150
50
I
I
0 : i : - : :
Jan-05 Feb-O5 = Mar-05 Apr-05 May-05 Jun-O5 = Jul-O5_ = Aug-O5 Sep-05 9 Oct-05. Nov-05 Dec-05 Jan-06
m<24hours m<48 m<72 m<96 m<120 m120plus
Elapsed
Time of <24 hours <A8 <72 <4 <120 120plus
callin Tatal
Jan-06- 471 29.69, 44-24 gy, 329.89) 44 3.89 6 3.49) 4944 ho, 45)
Feb-05 58 —36-9% “4p 75% 1s—+-3 1347 — 84% 56% t6—$16-8% +6}
I Bros I BB% B_ Awe oa TO SIR z REZ ay AB, ey
May-05 val 46.4% 37 24.2% 13 8.5% 413 8.5% 6 3.9% 413 8.5% 4
Juin.05 93 I 4179 5524 7Y aT 13] 5 89 40 I 4.59 20 13 by 2B
JuL-O5 65—I 35.99, 4424 39, bg 49: 461 2 g9, 4.49 25 13. by, 404
AugrOS 48-32-95 46 eid t7#—+.6 F4+—4- 8% 748% 7#—+6 5% a
[_Sep-US O3__[ 37.0% Kio} AT ds] OTP TT 0.07% TT B.070 TS TTB7 T
Oct-05 67 [41.1% 44 27.0% 7 10.4 4 8.6% 9 5.5% 72 mai 7
Nov-05. 64 I 35.8% 57 34.8% 0.14.24 14 7.8%. 8 45%. 16 8.B% 179
Dec-05 26 I 26 3% 41 24.99 WR 434 44 BOY 8 5 RY 23 16 by 1
Jan-06 66 42.9% 44 28.6% 17 — 11.0% 9 5.8% 6 3.9% 12 7.8% 154
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4 JANUARY REVIEW OF PROBLEM MANAGEMENT
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - SUMMARY
FS Status _
Status
Num I Post Office Ltd —
‘Num
Open
4 Open
4
Monitor
2 Monitor
2
4.1.1 SUMMARY
e As at 31.01.06 there were 6 open problems, of which 0 are Problem Branches
© 0 new problems were opened in January.
4.2 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS —- ON ALERT
- There are no cross domain problems on alert for January.
4.3 KEY CROSS DOMAIN PROBLEM UPDATE
The new RAG status for the key cross domain problems are based on the criteria —
Business Impact
Bl score Root Cause RC score
High (H)
>20 outlets affected
3
Root cause unknown, no progress or no workaround in place
3
Medium (M)
>1 <20 outlets affected
2
Root cause determined, implementation agreed/needs to be agreed or
workaround in place
2
Low (L)
<1 outlet affected
Fix implemented and problem being monitored
1
RAG status = BI score x RC score = (RED = 6-9) (AMBER = 3-6) (GREEN = 1-2)
The differentiator to be applied between a RED & AMBER RAG status score of 6 depends on whether the RC is known and whether a workaround is in
place i.e. if a the score of 6 is derived by a “Root cause unknown, no progress or no workaround in place = RC score of 3” then the RAG will be red.
If the RC score was derived by “Root cause determined, implementation agreed/needs to be agreed or a workaround in place = RC score of 2 then the
RAG will be amber.
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4.2 KEY CROSS DOMAIN PROBLEM UPDATE Cont’d
3
PMoooosss I Major Incident — WAN router 1 at I 4546 stewart I Shaun White I MIR report updated with actions on the corrective action plan, and
the Wigan module failure then get agreement from Shaun to close the problem down.
EPAY Exceptions, arising from David W, has been driving this through between POL and EPAY, 3
ran . . . currently there is version 1.2 of the I/F spec document out for
PM0000678 I System/Network issues on 9th May I Mike Stewart I David Wright foview. v ee document ou
id 27th J .
am une comments/feedback are due by 27th January
New Quantum Cards cannot be Devlin can make the fix available to Fujitsu Services, however the 6
PM0000673 Dean Felix I Andrew Price Iimplementation of the change will be very complex and the options
processed say it a ‘ ne
for doing it are still under consideration.
Suspect problem with BCR buffer, . . . ae : 4
PM0000659 I unknown quantity of instances I Ian Daniel I Andrew Price I Development still continue to work on the driver for diagnosis
though presumed extremely low
Several ADSL branches connecting 1
via Watford BAS Router C&W have replaced to date, the Co-axial cables and the STM1
GB_WAHP03-R10-007 showed - A . card. The cables have been tested and proven as OK so the STM1
PM0000689 intermittent failures with Mike Stewart I David Wright card has been sent back to Alcatel for fault evaluation, expected
transaction timeouts across all on- response in 60 days. Being monitored on the C/A list for all MI
line services process. Liz Evans-Jones Jan 30th 2006 On-going
SDAs being generated on the I will chase Gary B up or David Gray for an update. This could be 2
PM0000674 I NWB/NBX Service on some of the I Mike Stewart IGary Blackburnjon monitor for months even years as the FIs may well never make aI
Fis decision or wish to use the SDA field in the card.
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5 SCORECARD ACTION PLAN - from January 2006
Service
Post Office Ltd suggestions for improvement from previous
scorecard
Fujitsu Services Response
Business Continuity
Tony Wicks
Issues: None
Comments: Very satisfied with service. No MBCIs during
period. A potential MBCI (Wigan power failure 06/01) was
dealt with effectively through the normal channels. The final 4
reports from the 2005 test schedule have now been received
No Comments.
Release Management
Graham Welsh
Issues: None
Comments: Very satisfied with service. Good support and joint
planning on the $90 release
January has seen some significant challenges that have been dealt with
in a fair and measured way. Open communication has helped to
ensure that the issues and impacts are clearly understood. Again close
working and the daily & weekly contact has ensured that has been an
open and respectful interaction between the teams.
Management
Information and Service
Review
Pete Thompson
Issues: None
Comments: Service Review - The daily/weekly/monthly reports
continue to be very helpful and well utilised by a wide POL
audience. FS reports received in only Adobe Acrobat format
pose a minor problem (POL's version of Acrobat does not allow
multiple documents to be open simultaneously).
GRO
} will contact Les Henderson to discuss
Stephen Taplin!
the Adobe Acrobat issue going forward.
Capacity Management
Mik Peach
Issues: None
Comments: Very satisfied with service. Awaiting PA/PER33
revisions with interest.
No Comments.
Data Delivery
Ian Daniel
Issues: None
Comments: FS have visibily been endeavouring to improve on
the working relationship (this wasn't an issue before) but there's
a lot more interaction and working together with a common aim
etc etc. As per last month's comments regarding the APSORF
TOR, this has been revised but I have yet to review and approve
and work up the criteria to enable scoring to be clearly defined
(4.5). LFS - very satisfied (4).
Still working on the TOR.
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Service
Operational Business
Change: Reference data
David Wilcox
Post Office Ltd suggestions for improvement from previous
scorecard
Fujitsu Services Response
Issues: None
Comments: As per previous months, volume of changes coming
in has not reduced and our two respective teams are working
very well and hard to get things out there to timescales and
quality.
No Comments.
Operational Business
Change: Branch
Ian Venables
Issues: As for last month, it is important that this level of
performance is sustained and that the Cable & Wireless
“takeover” of Energis is utilised to obtain further Service
improvements from BT for branch openings, conversions,
relocations etc
Comments: Fujitsu achieved their OBC Branch OLA Target of
4% (excluding BT Line Plant) in December, with a 2.40%
failure rate. POL is pleased to acknowledge that Fujitsu is
maintaining an improved level of performance.
POL is pleased with the productive level of co-operation being
received from Fujitsu on Service and Process Improvements.
OBC continues to enjoy an honest and close working relationship with
Post Office.
The forecast for January’s OLA is likely to be within a 2% failure for
the 4% target. Actual figure to be published prior to 7” Feb.
Fujitsu OBC continues to work closely with Cable & Wireless to
improve communications availability and to progress “Openings” to
ADSL.
Current improvements to the service include the migration of VSAT
sites to ADSL, an improvement to the process for managing fault calls
on Store and Serve sites which operate ‘Mobile’ Horizon equipment.
The project continues for the removal of all existing CRT’s on the
Managed Branch estate, conclusion of this project is still forecasted to
arrive by the end of May 2006, some 4 months prior to the agreed
timescale.
Fujitsu OBC continues to work closely with Post Office on their
current ‘Conversion’ schedule to realise completion of this schedule
prior to the financial year end.
The action plan for some engineering resource to be dedicated to OBC
continues with the end result likely to be a small increase in the size of
the team
HSH/Engineers
Julie Welsh
Issues: FS to check change implementation procedures/triggers
to reduce risk to service
Comments: HSD - No issues, very satisfied with service.
UKME - The change over to a new logistics supplier affected
service when the daily replenishment process for the new
supplier was not implemented correctly. In addition, a system
failure meant that engineer scheduling had to be done ona
manual basis. These problems resulted in a shortage of hard
ware supplies and caused engineer visits to backlog. This
problem started during week commencing 19th December but
HSD - Resume meetings and level of contact to enable effective
communication between the two desks.
UKME - It has been agreed that the SLTs for UKME will be
conformant from 1“ February. All SLTs are currently conformant
apart from the Local A Priorities. UKME and POA are working
together on the Local A Priority calls in order to bring this figure back
into the green. Conformance for Local A Priority Calls may be at risk
ifa number of calls logged for Mobile sites on the same morning, this
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business as usual levels were not achieved until Friday 13th
January. An avoidable problem that means a score of 2. It is
recognised that Fujitsu gave the problem the highest priority and
diverted a great deal of resource and time to the back log of
calls. In addition, HSD worked very hard in terms of
communicating with the affected branches and facilitating out of
hours visits over the Christmas period. UKME worked closely
with POL to mitigate the impact upon branches. For that
element score a 4.
is due to problems with the spares not working when they get to site,
and having to cab subsequent spares to site. The reliability of
luggables is currently an item on our risk register and a focus area for
the service improvement group
Problem Management
Mike Stewart
Issues: None
Comments: Another reasonably quiet month. Very satisfied
with service.
Agreed another quiet month and a great achievement on branch
availability although badly let down by BT in taking 9 days to restore
the ADSL service to a VIP site “The Markets” Leeds due to a major
circuit problem at the Leeds exchange
Reconciliation
Pete Thompson
Security
Brian Pinder
Issues: Ensure all details are captured accurately on
documentation
Comments: Generally good, however, a small number of
reports have been received with FAD codes missing (3.5). No
issues with MER spreadsheets (4).
Apologies for the missing information. Fujitsu MSU will ensure all
details are captured accurately on individual BIMS. Please note where
the FAD code continues to be left off, this will be deliberate due to a
multiple-FAD incident and details will be explained on the individual
BIMS.
Issues: Discuss and agree OLA timescales for TES user
amendments.
Comments: Generally good service. Adding and removing TES
users still problematic. Whilst this topic should be discussed at
the next security meeting (20th Jan) there is a real need to agree
and document an OLA for user amendments e.g. 48 hours from
request to change (3.5).
Need to identify the problematic areas so we can identify the solution.
This has been raised and waiting for PO to discuss issues.
Networks
Alex Kemp
Issues: FS to ensure correct channels are followed when
reporting faults.
Comments: The BT exchange fault on the 30 December
affecting 11 branches in the Basinstoke area was handled well
by FS (FS contacted branches individually).
A BAS router failure was reported to POL on the 4 January but
Throughout the months of December and January there has been 100%
availability of all the major ADSL components (including BAS
routers).
04/01/06 - This was an overnight local exchange fault that affected 4
branches PSTN lines in the Isle Of White which was resolved by
09:24. The incident was first alarmed when a BAS went to 8% offline
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was not reported through the POL Service Continuity Desk.
A&L - recognising that the Telford BAS router incident was not
notified into the Service Desk (call was made to the Resolution
Manager), it should be recognised that Fujitsu provided early
alerts to POL of problems in the A&L network on 6th January
however it was immediately clear that it was not a BAS fault. Small
local exchange faults are not currently reported to POL SCT under the
major incident process.
06/01/06 - This was an incident in which transactions were being
returned due to A&L system unavailability. Our powerhelp call
history indicates that the HSD made 3 attempts to phone the POL SCT
but there was no answer. The HSD agent then phoned a Resolution
Manager to ensure that POL received the message.
Service Improvement
All
Issues: None
Comments: BC - Thanks to Tony Wickes for identifying a risk
exposure to POL regarding CP4307. Tony's action has allowed
POL Business Continuity to escalate the issues internally within
POL (4).
Problem Management working group going very well (4).
(Management Information & Service Review + Reconciliation) Fujitsu
MSU would like to arrange a monthly conference call prior to the
Scorecard being issued in order to discuss scores and improvements.
Communication
All
Issues: None
Comments: BC — Very satisfied.
(Reconciliation) : All POL contacts are very friendly, helpful and
informative. Fujitsu MSU would in particular like to mention Janet
Jones and Angela Carter. Fujitsu MSU would be appreciative if POL
can please alert us to sick/annual leave cover in advance as
appropriate.
Working Together
All
Issues: None
Comments: Generally very satisfied (4). Thanks to Nick Crowe
for the excellent work he did on the Core & Outreach problems
experienced recently (5).
Working together remains very good.
Respect and
Commitment
All
Issues: None
Comments: Very satisfied.
No Issues.
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6 JANUARY REVIEW OF RELEASE MANAGEMENT
HIGH LEVEL TIMETABLE
RELEASE
ADSL Switch April 2004 - TBA
S90 $90 DataCentre 287/29" Jan 06 Confirmed products for $90 are:
Credit Card Acceptance
Counters: Bureau Credit/Debit Card Acceptance
Bureau Auto Remittances (Replacing Foreign currency through Auto Remittance)
Calthorpe House Prove 3“! April
Pilot 100 4" April Other potential candidates are:
Volume Pilot 6" April Postal Order printing
Main rollout 7" April — 26" May AP out payment
AP-ADC e
Pinpads:
100 Odds 4" April
100 Evens 5" April
Volume Pilot Odds 7" April
Volume Pilot Evens 10" April
Main rollout 11" April — 29" May
6.2 RELEASES COMPLETED DURING THIS PERIOD
¢ None to report
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7 JANUARY SERVICE LEVEL PERFORMANCE
7.1 HORIZON SERVICE DESK ........sssssssssssssssssssssesssssssssssssseceesesssstissssnsesesssseceeseenesnsstiussssnssnsssseeesssunsisissssnsssssssseeecesasssinssasssssssnsssesseseeesstssssssssese 4D
7.2 ENGINEER SERVICES .......ccccsssssssssssssssssssssessssssssssnsneneecensssmiussssnsessnsesseseenessuaussissnsnsseeeeeeessummssassssnssnssssseeeeeeessssiseassssnsnnssesssseeeeeeseseeeese SL
7.3 DATA DELIVERY SERVICES ........-:cssssssssssssssssssssssssesseesssssmnsisustssnsnsnsneeeeseessnssntsunnninsssssrsseessnmmatissnsnnnssnsaseneeeessasmsuusissnsnsssnsserseeeessssenssnense 52
7.4 LF SERVICE
7.5 I NETWORK BANKING SERVICES ......:.::sssccssscssssssssssssessessssssssnisinsssnsssssneseeseseesimmsisussnsessssaserseeesnmasisinsnsssessaneeseseesenimuasssununsnsessaraneeeeeeeeense 59
7.6 SAP HOSTING ......c.csssssssssssesssssssssssssssnssseseenimsnsusunsnsesnssoreeseseesmnmstisunsnssnsesareeeeseenasnsunsssssnaseeeeeetsnummsasissnsassssaserseeeesensnsiuaussnsesssssnesseeesensnenesesenss O2
7.7 MISCELLANEOUS SERVICES .......:-:ssssssssssssssssssssssssssesseesessaisinunsnsnssanasseseessmsssssitissnsnnsnnansneesemssasinininsnnsssaneeeeeeeseususniinsanesssrareeeeeeeeeeee 63
7.8 I RECONCILIATION / SETTLEMENT REPORT DELIVERY
7.9 PLAVAILABILITY.
7.10
7A
712
7.13
8 BRANCH TRADING CAPABILITIES.......ccccccscessesseessesseeseessesseessesseessessecssesssssecsssssecsussuscsecsusesecsessuesssnesssssesusssseeuessecssesusssseeseenecsseees 70
8.1 NBS TRANACTION TIMES ..........:csssssssssessssssssssessossessssnsmnsnanissnsnssnessaneesessssnmniisinnnsnssnssreseeeessimtnisnnsnsssearereeeeesensinnenussnsssnseeresseeeeeeseeneeenee TL
8.2 COUNTER AVAILABILITY ........ccsssssssesssssessssssessssecesseesesenmnninisinsnssnsessssesessssnsnstsinsnsnsenesseeseseessmmmsuninnnsssessaneseeteesanmaaunnnsnsesssnaseeeeeeenenese 72
8.3. BRANCHES WITH ONLINE SERVICES AFFECTED ..........:sscssscssssssssssssssessssessnenussnssssssssesseseesenntmaussnssnsereeeessenimmnnussnsnssssesesseeesetssenenense 13
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7.1.1 TELEPHONY
Ref [I sit] ary [anos _IFebos jar05 Apros I _Mayos] Jungs _ Jus Augos —_—Sepos _—ctos-—flovos —IDecos Janos.
Horizon Service Desk
Hi1 I 80% Calls answered within 30 seconds
Hi2 I <5.0 Call to Answer Time <5.0 seconds
secs
H13 I <5% Calls not answered
H3.3 I 100% Voicemail available outside HSD standar
hours
H3.4 I 100% Voicemail calls raised next working day
The above table shows the ACTUAL SLT achieved by the HSD. Due to high call volumes in excess of the 12,875 contractual monthly maximum, the
SLT achievement has been recalculated by Fujitsu and Post Office Ltd, in accordance with Schedule 15 paragraph 4.1.1.
The following results are therefore the contractual achievement against the target:
Ref SLT ARL Jaros Feb§s jaros Apro5I Mayos unos I Julos_I Augos I _Sepo Octbs Novos = Dec
Horizon Service Desk
Hid 80% Calls answered within 30 seconds
a4
H1.3 <5% Calls not answered
a4
REVIEW OF TELEPHONY SLT ACHIEVEM
All SLT’s within target.
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7.1.2 CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
Ref suT] ary vyanos I Febos Mar0s, Apro] Mayos —_vfinos —_fuulos—_faugos [sepos I octos I Novod Ddecos Janos
Horizon Service Desk
H21 J 95% Level 1 Calls resolved within § mins
H2.2 I <3min: Average Time to resolve Level 1 calls
3.2. I <tomin
Average Time to resolve all Level 2 Calf
H3.1 I 95% bunated Calls resolved within 30 mins
Reboot Incident
H41] <1.0 HSD Authorised Reboot Incidents per q
Position NIA
REVIEW OF CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
All SLT’s within target.
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Version: 1.0
7.2 ENGINEER SERVICES
7.2.1 ENGINEER SERVICES
Ref SLT ARI vanosI _ Febo! junds [vulos [Augos I Sepos] Octoq _Novds Decds Jane
Call to Resolution (Local)
ett 95% Hardware/Network Priority A - 4 hours Non-Remedial TOE] 93.8
E24 95% Hardware/Network Priority B - 8 hours Non-Remedial = 89.6 89.6
rv 94.0
Call to Resolution (Intermediate)
E12 95% Hardware/Network Priority A - 6 hours Non-Remedial
£22 95% Hardware/Network Priority B - 10 hours Non-Remedial 94.6
Calll to Resolution (Remote)
E13 95% Hardware/Network Priority A - 8 hours Non-Remedial
£23 95% Hardware/Network Priority B - 12 hours Non-Remedial 0 93.9
Engineer Visits
E41 J 50.01 20 minute On-site Repair 42.4
Average Downtime (Time to Repair)
31 I 24.50 Call to Fix 34.2 33.4
4 st 28.0 28.0
REVIEW OF ENGINEER SERVICES
Performance of the engineering service was again significantly affected by the change in Logistic supplier in December 05 and a number of service level
targets were not met because of difficulties in getting some spare parts into some regions. However there was a definite improvement in the second half
of January following measures put in place to manage the daily workload of the engineers and some diligent management of the spares ordering process,
such that the service returned to Business As Usual levels before the end of the month. Performance for Local A priority calls finished at 93.8% and for
B priority at 89.6%. Average down time was also much higher than normal
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Version: 1.0
7.3 DATA DELIVERY SERVICES
7.3.1 INBOUND
Ref_] st J ARL ands] _Febos] __Mar0s] _Aprod __Mayoy Jun} Julio] Augdb _Sep Oct Novgs __DechS __Janps
RDMC Reference Data
bist I 96% Data Delivery - Day B 9948 09.65 «99.68. «90.61 (99.64 99.53
99.50 99.64] 99.11
—
pia2 I 97% Data Delivery - Day C 99.80 99.75 9977 99.75 «Net NT OMT} «= TI «= 98.70 ONES
99.80 99,72] 99.6
— —
pia3 I 98% Data Delivery - Day D 99.79 99.82 (99.83 «9981.88.71 997 99.79 98.78 99.84
99.79 99.78] 997
— —— — —
pia. I 100% Data Delivery - Day J 700.00, 100.00 100.0¢ 100.0 100.0 100.0) 100.0) 100.0 1000 100.110 100.00
100.00}
BCS Data
pita I 96% OBCS Stop List - Day B 99.61 99.60 (99.49
99.04
pi12 I 97% OBCS Stop List - Day C oi eT
pita I 98% OBCS Stop List - Day D or
pita I 100% (OBCS Stop List - Day J rool
[rer CT RC
Transcations Corrections File Delivery
90% File Delivery - Day A by 08:00
96% File Delivery - Day A by 12:00
T001 Transaction Corrections File Delivery:-
Transaction corrections are received form POL (Chesterfield for processing down to the counters).
REVIEW OF DATA SERVICES INBOUND SLT ACHIEVEMENT
All SLT’s within target.
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Ref: CS / PER
Version: 1.0
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7.3.2 APS - GENERIC
Ref_T_ Sut fan05_—FRbOS—MfroS—APFOS —MaloS— Jun§S Jul —sAugOp — Sepdd_—Oct05]_—NovOS I Decd5 I Jandé
Ipbound APS
p31 I 96% Jata Delivery - Day B 96.6) 99.62 99.62 99.61 99.60 99.74 99.96
—
DI3.2 I 97% fata Delivery - Day C 9976 9974 99.74 9973 99.83
33 I 98% ta Delivery - Day D
034 I 100% ta Delivery - Day J
Jutbound APS
Do11 I 96.5% ta Delivery - Day B
Do1.2 I 97.5% ta Delivery - Day
Do13 I 98.5% fata Delivery - Day D
po14 I 100% ata Delivery - Day J 9499 gdso_— 99.99 99.49
REVIEW OF APS GENERIC
99.99 a2 99.99
99.99 a4 99.99
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Version: 1.0
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7.3.3 OUTBOUND
Ret SLT RL T ‘Tans I Feb05 Maro 05 Mayf Jundq __Jul05 I Aug0S [Sep0s _qct0s _Noy0S _DecOp _Jan0e
‘TPSTransactionDataFile Delivery
toms
vo21 I 26% File Polivery- DayB
pDo22 I 97% File Pelivery- Day
ozs I 26% File Pelivery- DayD
Do24 I 100% File Pelivery- Day J
OBgsData
Dost I 26% File Pelivery- Day B 2 00.0 NA__NA
NA Ni
pos2 I 97% File Pelivery- Day C NA
poss I 268% File Pelivery- Day D WK IK Wi WK
@ NA Nv
D034 I 100% Fie Pelivery- Day J 999 I99.9 wa _I wa I NA IA. Nal
[99.9 @ [3 NA NA
Ref [sit RL van0S I Feb05 Mar05_Agr05— Mayp5 — Jund5—Jul05 I AugOS [Sep0S Oct05__Noj0S__ Dect
‘TPR SAP DeliveryContract
6% File Potivery- DayB 0.0}
“BUN
97% File Petivery- Day C
98% File Delivery- DayD
100% File Delivery: Day J
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7.3.3 OUTBOUND (CONT’D)
Ref SLT ARL vanps_Fehos gros Aros jayO5 junds [yulos_—_[Augos I Sepos I octos I NovosI DecosI —Jano6
TPS HR SAP Delivery Normal
100% File Delivery i 0.0 0.0
60.00
[rer TT ART Tanps FeRUs TH4TOS Apros pay0s TRUS JUS Augys repUS UUs Novos Decus Jan06
TPS POL FS File Delivery
96% File Delivery - Day B
97% File Delivery - Day C
98% File Delivery - Day D
100% File Delivery - Day J
REVIEW OF DATA SERVICES OUTBOUND SLT ACHIEVEMENT
HR SAP delivery normal file was due to be delivered on the 31" for delivery on the 1" Jan 06 this failed TPSC281 was rerun successfully after correction
of the reference data for CTT_NUMBER 0534 where the TXN_QUANTITY_TYPE was previously 'Q' but should have been 'C' the file was delivered on
the 2™ Jan 06.
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Version: 1.0
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7.4 LF SERVICE
7.4.1 BRANCH TO SAPADS
Ref sLt ARL
oa of%
oat e7f2%
oat 10b%
o424 of
042 e7b%
042 10b%
043.4 96.f5%
Outlet to SAPADS Data Transfer
Confirmation of Pouch Received at
05
Junos
Confirmation of Pouch Received at Ofitiet
Confirmation of Pouch Received at
Details of SAPADS Pouch Collected
Details of SAPADS Pouch Collected
Details of SAPADS Pouch
Daily Cash on Hand Details
Collected
Day B
rom Outlet
Day A
Julos Au
a3
a3
as
a3
a3
a3
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7.4.1 BRANCH TO SAPADS (Cont'd)
Ref SL AR Janps febos Maros I _Aprol mdyos. jun0s Julos AugfS __Sppos —Octo5.——s Novi
Outlet to SAPADS Data Transfer
Dosa} 98: Weekly Stamps / Stock on Hand and Inventory TIT 17 an NIA NU
Wednesday Target rt 03 ia as
lDoa.4.2} 97" Weekly Stamps / Stock on Hand and Inventory in NIA NU
Thursday Target az as rN aa
lDoaa3} 96) Weekly Stamps / Stock on Hand and Inventory NIA Ni in NIA Nu
Target rer ar rN a4
lDo4.4.4} 100 Weekly Stamps / Stock on Hand and Inventory in NIA Nu
Thursday Target 22 3 rN aa
The figures are shown as N/A due the removal of these targets.
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7.4.2 SAPADS TO BRANCH
Ref SL RL an05 Feb05I mafos hpros Mayo5I Junps los Augos Sepos octos
SAPADS to Outlets Data Transfer
or2.14 90 Delivery of SAPADS Planned Orders to Outlets
12.1.2 96 Delivery of SAPADS Planned Orders to Outlets
12.2.4 97 Delivery of SAPADS Advice Notes to Outlets -8:00 on Day C
REVIEW OF LFS PERFORMANCE
All SLT’s within target.
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7.5. NETWORK BANKING SERVICES
7.5.1 REQUEST & AUTHORISATION TIMES
Ref I SLT] _Aqu Spnos [rebos I maros aprof mays anos jul05 I Augos I SeposI cts Novos Decos
Fixed Connections
FIO Average time in secs to receive Counter Authorisations [TT oT a 717 Ze TT 20 1.10 0.87
FIO ‘Average time in secs to receive Agents Authorisations ( 0.27 0.27
ADSL Connections
FiO Average time in secs to receive Counter Authorisations {11) 68. 4.00 0.94 0.90 o.d7 04 4.01 0.99 0.93 0.7! 0.84 0.61
FIO ‘Average time in secs to receive Agents Authorisations ( 4 0.27 0.26
Dialed Connections
FIO Average time in secs to receive Counter Authorisations PFT oT a8 7 Tz 7 ro = sz os sx 3.23 3.45
FIO ‘Average time in secs to receive Agents Authorisations (Fa) 28 028 027 027) cE 28 0.32 033 038 033 0.31 0.32
SLT's
Bit I <=4 seds ‘Average Transaction Time using Fixed Connections (T1}t
ay a2 Q a4
B12] <=5 se ‘Average Transaction Time using ADSL Connections (T
a4
B13] <8 se ‘Average Transaction Time using Dialed Connections (TI
Cry
B14] 95% Percentage Transactions (T) not exceeding Lower Thredy
seconds (fixed) aa
B15] 95% Percentage Transactions (T) not exceeding Lower Thre:
seconds (ADSL) a4
B16] 95% Percentage Transactions (T) not exceeding Lower Threqnold_<=12
seconds (dialed) a4
B17] 99% Percentage Transactions (T) not exceeding Higher Threphord
seconds (fixed) aa
B18] 99% Percentage Transactions (T) not exceeding Higher Thre} sono inno = tanh ton tin = ann ana
seconds (ADSL) aa
B19] 99% Percentage Transactions (T) not exceeding Higher Thre]
seconds (dialed) a4
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7.5.2 NBS RELIABILITY MEASURES
Ref suT] ake anos I _ Febo! Marps __Apros ayo I yunos I _Juto: Augos _sppos _Ioctos = Novos I
Congestion measure
FIO Number of Days the Congestion Measure exceeded 1h¥% v v 1 v v v v ° °
End-to-End Reliability
FIO Fixed Connections sooo I 100 sodo doo trong I so0.0 sood todo fin 100.0 100.0
FIO ADSL Connections 5 “4 - : - - - 5 100.0 100.0
FIO Dialled Connections 29.0 99.0 29 9.0 99.0 98.0 400. 100.0 7.0 100.0 99.0
NBS Reliability
B31] 99% Fixed Connections
as
B32] 99% ADSL Connections
a4
B33] 97% Dialed Connections
a4
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7.5.3 CENTRAL SYSTEMS & NETWORK AVAILABILITY
Ter [sur] ape Janos I Fevod _waps pros [wayos I Janos] vuids auos Pepos [ octos nos decos. Janos
Central Systems Availability
e221, <=3 Number of Core NB System Faults causing NBS u
in more than 20% of all Branches during NB Core
8222) <=2q Number of Core NB System Faults causing NBS uI
in more than 20% of all Branches during Non NB q
82.2.9) 9 nobis Availability Period aggregate Average
Branch Outage during NB Core Hours
po2af <=2q Availability Period aggregate Average
hour Branch Outage during Non NB Core Hours
Network Availability
82.4.1] 99.955 Central Network Availability
82.4.2) 99.95 NBE Network Availabilty ia NIA NIA
NIA
i j j i
REVIEW OF NETWORK BANKING PERFORMANCE
All SLT’s within target.
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7.6 SAP HOSTING
Transaction Performancd] Tanps Fe] O65 Por oy Of Jurpos _ Jpraaig-05 Oet[os _Nv-05 Pec-0s I Jan.06
FOLGE Refount Posting wT BOT BEM 750 7 ey 3a7 B73 THT a0 750 745
onse Tim: 0.0
se) F-03 oon = = = = - - = - .
FBO2 ChanI i i. 78.2
FBO9 Change di 52.0 81.0 146.0 185. 1438.0 1434.0 0.0 0.0 0.0 oJ 0 0.0 0.0
500 F413E Autonfatic Clearing 1789.0 misao I 130760] ats. Taqo aproIisz.6 I aves 00 0] 70 Oy 0.0
ms
FB50 Enter Git count Document WoU——prsad I 140.0
FB70 Enter C 220.0
ME22N Change eran wr 539.0
Ref sty Aqe Janop___Fetps __mpros pros_I Mayos I Junos] Jul ‘Aqgos __epos I octos I Novos —Decos
SAP Hosting
CS/OLA04g I 98.50} Service Availability (7.30am to 7/S0BM™T TOU TOUT THOT OT 3oE TOUT TOT; OUT wor 100.0 100.0
et o 24 99.9
FIO Service Outages > 10hrs Io meu me momen mae ume met met ome Io 0.0 0.0
Qt 0 a4 0.3 Q3 0.0 4 0.0
Fio] Data Loading by 7.30am —sz4 mn apo0 00.0 sna____sso 00 a0 a0 sooo I 100.0 100.0
I aT ®. 8 Lc I 86.4 as 99.3 4 100.0
REVIEW OF SAP HOSTING PERFORMANCE
All SLT’s within target.
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7.7 MISCELLANEOUS SERVICES
7.7.1 BUSINESS INCIDENT MANAGEMENT & DATA RECONCILIATION
Ret} su ARL Janos Fetfos ar0s Apros. Mayos unos Julos Aughs epos oct
Business Incidents
pera} 965 Report issued within § days
Data Reconciliation
B41] 95
Priority Exceptions resolved in [hours or fess
REVIEW OF BUSINESS INCIDENT & DATA RECONCILIATION
All SLT’s within target.
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7.8 RECONCILIATION / SETTLEMENT REPORT DELIVERY
Ref SU [anos I Febos] Maps pros [mayos I Juno Jus: ug0s I Sepos] octos Novos
Reconciliation/Settlement Report Delivery
005.1 . Delivery by 08:05 (LREC received by 23:59:59)
Dos.7} 100 Raceaten les delivered to TIP by 12.00 on Day B receive FIRS E RS STS SST ST
Reconciliation Files delivered to TIP by 18:00 on Day B receive!
Dosey 100 failure of ORSH
06.1 - CAPO File delivery by 03:00
06.3, - ABL File delivery by 03:00
poss} 100 CAPO Rec file delivery by 16:00
Dose] — 100! ABL Rec file delivery by 18:00
pos.7} pa CAPO & AAL Rec files dispatched by 00:10 100 100
DOS.1. Refers to the first calendar year & permits <=4 failures for the year.
If the LREC file is received by 23:59:59 on day A, Fujitsu will ensure delivery of the reconciliation report, including the LREC data, by 08:05 on day B.
(If the LREC file is received by 01:59:59 on day B, Fujitsu will ensure delivery of the reconciliation report, including the LREC data, by 12:00 on day B.)
DOS.7. If the LREC file is received by 21:59:59 on day B, Fujitsu will ensure delivery of the reconciliation report, not including the LREC data by 12:00 on day B.
DOS.8. If the LREC file is received by 21:59:59 on day B, and an overnight failure of the DRS has occurred, Fujitsu will ensure delivery of the reconciliation report,
not including the LREC data by 18:00 on day B.
REVIEW OF RECONCILIATION / SETTLEMENT REPORT DELIVERY
All SLT’s within target.
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7.9 PIAVAILABILITY
Ref SL Janos FeboI Mgros fapros I MayOS] Jungs ptos Augos I _Sepo! ochos NovoS Deco
PI Outages
Bo “ Number of Pl outages >2mins
a4
B52 <=:
Number of Pl outages >2:
umber of Pl outages >2mins as
89.3 ° Number of Pl outages >1mins ° °
a4 0
Boa ° Number of Pl outages >1mins (difffrent bank) 4 ° °
om a Q3 0 aa o
BS.1 The number of instances in which any of those connections are unavailable for two minutes or more in any calendar month of each SLT Calendar
Year shall not exceed one, in respect of each NB Authorisation Agent to PI connection relating to the same Bank which are available in that month.
Therefore Fujitsu are permitted one failure per month for each of the connections/lines above (4 for Link/A&L, and 8 for Capo as long as it is not the
same one twice for the given month).
BS5.2 The number of instances in which any of those connections are unavailable for two minutes or more in any calendar month of each SLT Calendar
Year shall not exceed two, in respect of each NB Authorisation Agent to PI connection relating to the different Banks which are available in that month.
If one interprets this as a max of any two PI failures in one month, it would not align to BS.1.
B5.3 & 5.4 are as above, with the exception that they restrict the failures in Q to one minute, and are performance metrics and not SLTs.
REVIEW OF PI AVAILABILITY
All SLT’s within target.
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Version: 1.0
7.10 TESQA
Novos — Decos Jano.
Ref SLT Aq nos. ebos I maros I AprosI May Jupos juios[Augos I seposI octo}
Tesaa
tit I <er9.snfs Availablity between 07:00 and 22:00 01:25 00:00 00:00 00:00—00 00:00 11:00 00:00 00:00. 00:01
tio} orm Transactions avaisle inthe date centre between SS ST
70°00 96.0) (Ly ee eS
124 sdp% T[ensactiogs available in the data centre between 07:00 and TE
2fo0 ‘noua 1000 100.0 © 1000 «100-1000 «100.0 == 1000 = 400.) += 10.0 «00.0 +1000
‘Thansactiofs available in the data centre between 20:00 and SS LS SS LS SS SS ee Se
138 oy B00 (40mina 10.6 100.0 99.7 99.6 99.9 100.0 100.0 100.) 103.0 100.0 100.0
Tlensactiogs available in the data centre between 20:00 and TY
‘St 1p% 200 (2houre 100.0 100.0 100.0 1110.0 100.0 100.0 100.0 100.) 109.0 00.0 100.0
‘Thansactiofs available in the data centre between 22:00 and SS a SS SS
14 pe of-00 (4houra 4.0 100.0 100 0 100.0 100.0 100.0 100.0 100.0 10.0 100.0 100.0
15 Psrvine content cveieebtren070 10:0 town i a TTT SEAS ES) Bc eae a5 aT EFI
REVIEW OF TESQA
All SLT’s within target.
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7.11 POSTSHOPS
File Delivery
Juno ulos Augos
Ref shit ARL Japos Febos Mpros Apros fayOs
PostShops
1qo% Number of calls resolved; within m
1qo% Number of calls resolvedI pext day
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712 DEBIT CARD SERVICES
Ref sit ARL Jano Fqbos Maro Apros Mayo shinos Julos Augot
Dialed Connections
Average time in secs to receive Counter an 3.30 3.46
Average time in secs to receive Agents 0.98 0.92
Fixed Connections
Average time in secs to receive Counter }Authatisht aay 462) AL 158. cn 4.621 56 1.69 1.70
Average time in secs to receive Agents Kuthonsapons, (2) CK O87 750 OE "7 0.94 0.93
SLT's
Average Transaction Time using Fixed tidos (1) As. 6 O72 2 0 6 0.75 0.76
a4 0.72 72 a3
Average Dialed T (11-12) 2.43 .42 2.41 19 2.94 37 2.32 2.53
at 2at "a? a3
Percentage Transactions (T) not exceedifg Lower Threqnold <]e TOO TPO TOO La) TOO. 100.0 100.0
seconds (fixed) CH 400, g2 0.0 as
Percentage Transactions (T) not exceediig Lowgr Threghold <f12 9.9 99.8 99.8 99.9 99.8
seconds (dialed) : 2 as
Percentage Transactions (T) not exceedifre—tre ef : =f “pe 100.0 100.0
seconds (fixed) a1 7001 00 as
Percentage Transactions (T) not exceeaifg-—Figher Threshold a= 20 30s 35-5 303 00 33 os 100.0 100.0
seconds (dialed) a4 99.9 9.9 as
I I I I
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 68
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Fujitsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Version: 1.0
7.13 ELECTRONIC TOP-UPS
Ref SL RRL Janos Febps Mars Apros Mayp5 —_gunos Julos Augh5 —-Sep05 o%«
Dialed Connections
Average time in secs to receive Counter Auth = " 7 f° 7 1 3.09 2
Average time in secs to receive Agents Authoramoms—[rzy TIT un coe Ts ue —5e ws ue 0.61 o
Fixed Connections
Average time in secs to receive Counter Authofisations I tTT) Tat Ta a3 TH T s T T. 1.29 1
Average time in secs to receive Agents Authorfations [T2) 0.78 0.7] b.73 0.69 0: 64 0.57 0.98 0.62 o
SLT's
Average Transaction Time using Fixed Connedtions (1) ) 0.65 0.7] p.70 0.76 0.7 70 0.66 0. 0.67 o
at 70 a2 70 a3 0.69
Average Dialed T (T1-T2) 254 Za 61 252 2a bes 251 Bs 2.48 2
2.52
Percentage Transactions (T) not exceeding Li - et ° 100.0 1
seconds (fixed) ar 00.0 az 1po.o0 as 100.00
Percentage Transactions (T) not exceeding Lower Threshold <412 99.7 99, 9.3 99.6 99 99.9 99.9 sof 99.7 9
seconds (dialed) rrr 30 ior ERED ick 99.8
Percentage Transactions (T) not exceeding Hiphee Thebshald bd 400.0 soolo ooo 400.0 soho ooo 400.0 40d 0 100.0 1¢
seconds (fixed) a1 a2 100.00 a3 100.00
Percentage Transactions (T) not exceeding Hi {MST TresNane—=Pz0r wT TOF ToT ers we er sy 99.9 1
seconds (dialed) a1 a2 9.99 Q3 99.90
T I I I
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 69
FUJ00152255
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itsu Services SERVICE REVIEW Ref: CS / PER / 050
Date: 14/02/06 Version: 1,0
8 Branch Trading Capabilities
er OLA vposepoos rarosJavros [wayos I sono I vuios] avgod sepop ocd]s nofos og:0s Janos
Horizon NBS transaction time
song I Nocofitansactons >2.6 seconds as % fF FETE, soon
99% '% Counter Availability Bm 1 cm eo 99.4%
<20 >5 Days All Branches ze 4 4 9
<20 I 5 days exctuding sues in POL dome 7 a °
<0 I >10 Days i Branches : }+-— 4
<0 I 210 bays Excluding issues in POL dom pig 5) a 2
Horizon NBS Transaction Time. — This OLA is calculated by taking the total number of transactions over the month and calculating the percentage that
are under the 2.5 second threshold. The OLA target is set at 99%
Counter Availability - This OLA is calculated against the ability for PM’s to have full functionality on their counters. The percentage is calculated daily
from calls logged and is reported in the daily report. The monthly OLA is an average taken across the month. The OLA target is set at 99%.
Branches with Online Services affected — This OLA is calculated by taking the total amount of days to fix by branch from the daily online tracker (POL
Daily Status Report) over the month.
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 70
Fujitsu Services
Date: 14/02/06
SERVICE REVIEW
FUJ00152255
FUJ00152255
Ref: CS / PER / 050
Version: 1.0
8.1 NBS Transaction Times
Fujitsu Auth
© 2006 Fujitsu Services
[Frading Date Succbsses AY,
7-Jan
NBS Online Performance potenee—tHonee ote
alan a 442n477
Ta-Jan-06- Wednesday 937625
US-Tan-Ue Tp Tsay TIIOZS
GEmlAvg Fujitsu Auth Denon edu on
s 08-Jan-06 qunday 2381
1000.00 + Successes 2000000) ame TOE TTTTTOT
41-Jan-06 Wednesda 3201
900.00 ‘e00000 12-Jan-06 Thhrsday 900249
800.00 1600000 pms preeT
15-Jan-06 _qunday 2556
700.00 1400000 76-Jan-06 Monday 1771469
600.00 1200000) $Aelano8 Wedspsd 42a
19-Jan-06_Thhrsdai 905833
500.00 000000) Tan 08 [eray E6360
22-Jan-06 dunda mi
400.00 800000 23-Jan-06 Monday 1744769
rr-Jan-08 Tyesday TOSSOT:
300.00 600000
6-Jan-06 Thhrsda 903508
27-Jan-06 [Friday 593170
200.00 400000 ETE USS HUTTE UST
100.00 200000 30-Jan-06 Monda 4729074
I 4 31-Jan-06 Tesday 1063493
0.00 “ + 0
SP ame ee Erma eae ern aan ane eeranananan earn
SEPP PRLS TPT TTIGTP ESSER TLE:
5S Go 8 fe€2559 8 &25 56 8 &25 9 o od e255 o
BSS Fc 2eo8 FGFS S22 ERB HKSSEC2ERBHGF SEZ O6RBGAEB
SEE ees S SKE SESE SER SESESEESESESEE
eSess8eiseSesoivseSesots eS eseisess
29S SSS ESS SSP EEC SERS EEC S EEO EES
See SetTS eR RF Ec oTS ERE ERTS ERE ECCT S ERE E
PP SSRSCHEPPSFSREHASPPHRSPE RES SPPRPSFCEXL SPOS
SS ee? SCL Seas gsry_eocrRgerParawezsernazges?
SP 8seg seeesae ENTE se ANNASE VPS
z = 2 6
& = 2 &
COMMERCIAL-IN-CONFIDENCE Page 71
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Fujitsu Services SERVICE REVIEW, Ref: CS / PER / 050
Date: 14/02/06 Version: 1.0
8.2 Counter Availability
Day Dave Cognter_Avevandn_Avellobiiny
Counter & Branch Availability Tue 03/011 dtl 98.68
wee o4/01 —_
Thu 0$/01/4006 }9.29% 99.65% i
- ; Fa 08/01 Toe TET set
sat 07101 aT
Mon 09/01/4p06 9.25% v9.70%
Te ‘anurpos sa5e Te oot
Kee + os Thu 12/01/4006 9.39% 99.66% ooo.
: Fn 1301908 sae 3.70%
\ . G. 99.0%
mao OF f Sat 140% Sor
i \ I oy \ Mon 16701408 9.32% 29.59%
1 I
a i Tue toe 340% 39.67%
ok hi I \ 1 \ I Wed 416/041 2.0%
I 4 f CEM ranen a viRniages 9.31% 99.65% .
ry rt I Ft '2b10 1/008 333% 99.66%
if i eb ount 99.0%
} I i unter 99.0%
I I Mon 08 8.99% vsre
I i I hi Wetarget 06 9.24% 99.53%
1 I 99.0%
oe oe ee] I Ua Tr —
I y lig Fri 08 9.46% 99.54%
oe Be - [ I out 2siovabue 269% 39.4% ret
/ I I Tue 34/01/4006 9.37% 99.45%
I I i 99.0%
I it 39.0%
I I I II
I I 1H
L it i L ss
@I 2] eI I 9] 2] gI eI eI eI 8) ge] gI gI eI gI e/g] eo) ee) el ele
sisis8 8Ssisisssisssisssesssyssssess
sisisi8ssisis sis ssissgsisssjiss3saeas
VGIVIIIsg eggs Iggsgsggyuggggsg
BSS 5555555555585 8 555558
8) 2/5) 5 8) S/S) = Als FSX Ss 5S HS 8/5'5 8 BS =
Sssssssrges2Terssgagegeggyass
tue) wes] othe I rt I sat Mon) tue I wee I thh I rn] Bat I ton I tue wed tee rv dan [won whee tee en I gato iu
Average for Month 99.38% 99 62%
1006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 72
Fujitsu Services
Date: 14/02/06
SERVICE REVIEW
FUJ00152255
FUJ00152255
Ref: CS / PER / 050
Version: 1.0
8.3 Branches with Online Services Affected
Excludig issues Iin
POL domain All Bran
Oac0s 75 < 22 27
Oct-05 >10 5 9
NOV-US FS T
Dec-05 >5 < 5. 11
Dec-05 >10 8 14
Jan-06 >5 < 6 og
>10 >5 I >10 >5 >10 >5 >10
<10 <10 <10 <10
Sep-I Sep-I Oct- I Oct- Dec-I Dec- Jan- I Jan-
05 05 05 05 05 05 I 06 06
mw Excluding issues in POL domain m All Branches
© 2006 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 73