FUJ00152273
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FUJITSU SERVICE REVIEW BOOK &
June 2007
Fujitsu Services Royal Mail Group Account
Service Review Book
June 2007
SCopyright Fujitsu Services Ltd 2007 COMMERCIAL IN CONFIDENCE Version; 1.0
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SERVICE REVIEW BOOK
June 2007
Document Cont
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
rol
Service Review Book — June 2007
This document contains a summary of the Monthly Service Performance Statistics
for the Period 1*' to 30” June 2007
Definitive
Service Management Review
Fujitsu Services, Royal Mail Group Account: Head of Service Management
Fujitsu Services, Royal Mail Group Account Customer Service Management
Team
Mark Jones & Stephen Taplin, Fujitsu Services, Royal Mail Group Account:
Service Delivery Unit
Naomi Elliott: Fujitsu Services, Royal Mail Group Account: Service Director
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FUJITSU SERVICE REVIEW BOOK &
June 2007
CONTENTS
1 MANAGEMENT SUMMARY ........s:sesssssesseesessssnssessessesseessenssnessseetsenesstensenssutsssseeseenseaenses 4
2 INCIDENT OVERVIEW.........scsssesssssessssssnssssessressssnsnsnesassssueessesstessssneassusecasaneesseasensaeeneasen 6
3 BUSINESS CONTINUITY..........c:scscsessssssssessesnssesessssesnsessesssscsssnsessssssssesssessssassesseasaneneoesets 7
3.1. Business Continuity Testin:
3.2
3.3. Business Contin
3.4 Business Continuity Incidents and Issue:
4 COMPLAINTS...
5 SERVICE SUMMARY
5.1 Horizon Service Des!
5.2 Engineering Service
5.3 Branch Network Services / Central Networ!
5.4 Operational Branch Change Service.
5.5 Service Integration Service ...
5.6 Data Centre Operations Service 7 Data File Transfer..
5.7 Reconciliation Service..
5.8 Reference Data & Message Broadcast Servic
5.9 Security Service... eee weee
6 SERVICE IMPROVEMENT...
7 SENSE & RESPOND.
8 APRIL SERVICE LEVEL PERFORMANCE.
8.1 Horizon Service Des!
8.2. Engineering Service
8.3. Branch Network Service...
8.4 Central Network Service.
8.5 Data Centre Operations Service
8.6 Reference Data Servic:
8.7 Reconciliation Service
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June 2007
1 MANAGEMENT SUMMARY
Summary: Within the Fujitsu Services domain for June 07 there were no Major Incidents, four service affecting
incidents within the Fujitsu domain, 1 incident relating to VIP sites and one further service affecting incident
outside the Fujitsu domain. Details are given in the Incident Overview below.
Exceptional weather conditions has led to increasing call volumes in some areas, a noticeable increase of
branches with services unavailable at the start of each business day and associated difficulties in resolving
some calls. However in each case, those outlets without communications have returned to service and the
number failing has been under the set threshold by 09.15 each morning.
Branch and counter availability continue to remain above target at 99.8% and 99.3% respectively.
90 OBC changes were delivered in the month and all the OBC targets were exceeded with all OLAs met. The
reporting for OBC has been simplified, with joint targets now agreed based on the achievement of opening
times.
The Epson printers are now installed on more than 50% of counters. The number of calls remains high, but the
majority are resolved at the desk. The issue with the print cartridges has been identified by Epson and a
remedial plan is being agreed, focussing on minimising impact to the branches.
Service levels on A priority engineering calls have improved, but C priority performance has declined. Further
work has taken place this month to improve the quality of information passed through to engineers and in
scheduling resource. Discussions are in hand to agree revised targets once all major improvement actions have
been implemented.
A total of 106 complaints were received. Under the revised complaints process, most of these are now passed
through to Fujitsu for investigation and comment to ensure all corrective actions are captured and implemented.
Hence the total for investigation was 77, with 38 justified.
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June 2007
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June 2007
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2 Incident Overview
Summary: Within the Fujitsu Services domain for June 2007 there were no Major Incidents.
There were 4 further service affecting incidents within the Fujitsu domain.
There was 1 incident affecting a VIP site.
There was 1 further service affecting incident outside of the Fujitsu domain.
NB. We have experienced in the month of June a season of storms. With major
downpours and areas of major flooding, there have been a greater number of
branches that have suffered enforced closures. Due also to power failures and
bad weather conditions there has been a noticeable increase of branches with
services unavailable at the start of each business day (08:00). However in each
case, those outlets without communications have returned to service and the
number failing has been under the set threshold by 09.15 each morning.
Major Incidents: None
Other incidents in Fujitsu Thursday 14" June. There was a router issue within the BT satellite domain at
Services domain: 04:18 affecting all the 60 VSAT outlets (Call E -0706140003 refers). BT instigated
a repair and a return to service started at 09:30. By 10:15 the number affected
was under threshold and the total VSAT estate was back on-line by 12:00. BT
(SkyLogic) told us that an unknown third party was transmitting on the same
frequency timeslot as their D-Star VSAT service. Apparently this can be caused
by, miss-configuration, malfunction, or malicious third party equipment.
Monday 48" June. There was an incident within the C&W ISDN domain causing
on-line transactions to time out at 137 branches, from 14:20 to 15:20. A fault
existed and then resolved within the C&W core network. This was delaying
transactions to 30 seconds and causing timeouts at the counter. Call E-
0706181000 refers. C&W investigated but could not identify any cause for this
incident within their domain.
Tuesday 19" June. Total loss of the VSAT network of 60 branches (8 are
closed) at 10:10 due to an RF Interference incident at the BT base station in
Turin (Italy). BT restored service at 13:40 to the VSAT network, and by 14:46
service restored to all the VSAT connected branches by 14:46. Call E-
0706190371 refers. BT reported that the failure was a RF Bandwidth
Management fault which was rectified.
Wednesday 20" June. A total loss of the VSAT network of 60 branches (8 are
closed) at 17:27 due to a major storm in Turin (Italy) and loss of connectivity at
the BT base station. BT restored service at 18:57. Call E-0706200979 refers.
VIP sites affected this Saturday 23 June. The House of Commons, VIP site, 003011 lost On-line
month: services at 13:38, due to power failure. Engineer to site on Monday morning, due
to traffic & parking issues arrived on site at 11:00. Gateway replaced and branch
working from 13:30. Call E-0706230271 refers.
Incidents that were outside Monday 25" June. There was a higher than normal number of VSAT connected
the Fujitsu Domain: sites 22 that had lost on-line services over the weekend. This was due to storms,
but all had re-connected by 09:15. Call E-0706250056 refers.
Details of Incidents / Calls affecting Branch Availability
Average LDs - SLT hours
Description of Incident Counters/Branches Counters / Branches
Affected
Associated
calls to HSD
Date of
Incident
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3 Business Continuity
3.1 Business Continuity Testing
Over the week-end of the 15" to 18" of June test 2, the data-centre failover, was successfully conducted.
On Sunday 4s of July test 12, the System Management Centre test, was successfully conducted.
On Wednesday and Thursday 4th and 5" of July the Outlet Change Management Service operational test was
successfully conducted.
3.2 Forthcoming Testing
During July procedural walk-throughs are planned for the Database Server, test 3, and Reference Data, test 9.
An operational test is planned for test 7, the Generic Agent, for Sunday 22" of July.
3.3 Business Continuity Planning
During June further progress was made on developing the HNG-X Business Continuity Framework and the HNG-
X Operational Test Plans and initial copies have been produced. Work also continued on writing the HNG-X
changes for the Business Continuity Plans.
3.4 Business Continuity Incidents and Issues
No Major Business Continuity Incidents were raised during June.
Some progress was made on the implementation and commissioning of the LST rig in the LEW02 Disaster
Recovery site during June. The LST commissioning phase is expected to be completed either later this month
(July) or during August.
The operational test for the loss of Bracknell 01, i.e., the relocation to LEW02, is therefore being postponed until
later in the year.
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June 2007
4 Complaints
During June, there were 128 complaints logged about Fujitsu Services, with 77 standard complaints passed to Fujitsu for
formal investigation. Of these, 38 complaints were considered justified, with 3 outstanding as they are awaiting resolution
before a Justified/Unjustified decision is made. Complaints about Fujitsu Services account for 26.2% of all complaints
received at the NBSC during June. The overall volume of complaints logged against Fujitsu Services has increased this
month, however comparisons of the volume of justified complaints cannot be made, due to the process change.
As the process has changed this month, details of all justified complaints are available in a separate spreadsheet and remedial
actions are added to the CSIP register and discussed at the relevant ORFs
Breakdown of Complaints
@ Excluded as duplicate / not
complaints
@ Not passed to POL Cust
relations
Excluded by POL Customer
Relations
Complaints investigated by POL
Customer Relations
@ Passed to Fujtsu FIO
@ Considered Unjustified by
Fujtsu
@ Considered Justified by Fujtsu
Still under investigation
Commentary
Engineer Complaints: There was an increase in Engineering Complaints, including 21 around online services. The majority
of complaints were caused by missed engineer ETAs where the expectation had not been met. Work is underway to improve
the system of providing ETAs.
We had a small number of complaints relating to the quality of the refurbished Ithaca printers. The Epson printer rollout
programme continues to replace the Ithaca printers and progress is continuing according to schedule. To date 17716 new
printers have been installed, which equates to 50.62% of the printers in the estate. Despite the fact that the number of Epson
calls into the desk remains high, the number of related engineering visits remains low. In relation to the blank printing problem,
Epson have redesigned the ink cartridge to enable a more pressurised cleaning cycle which they believe will resolve the
problem.
HSD: There were 7 justified complaints to the HSD. The main issues were 3 require refresher training of HSD staff and 3
require a BIM visit in relation to Printer malfunctions.
Online Services: There were 6 justified complaints against online services. The main issue was BT having intermittent faults.
Unfortunately these are often difficult to trap and can last several days.
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Top 3 Areas of complaints forwarded to Fujitsu Services
40
36
30
25
[ Jun-07 JuL07
i Equipment & Engineering 38
Online Services 21
oHSD 19
Historical Breakdown of Complaints Data
Dec 06 Jan Feb 07 Mar 07 Apr 07 May07 Juni
Total number of complaints
logged against Fujitsu 98 88 71 97 101 95 128
Services
Exclusions (duplicate / 13 12 8 22 16 15 22
inappropriate)
Total number of actual _ Toe z z a ey
Se eee ee oe a I 80 I 108
Complaints passed to POL
Customer Relations 66 nm 56 73 81 84 x
Complaints excluded by POL
Customer Relations (duplicate 4 10 7 14 10 12 x
/ chaser)
Total number of complaints ee : Ae :
investigated by POL 64 61. A900 59 71 72 x
Customer Relations 4 ot : I : I
Number of complaints passed
For Information Only to Fujitsu 30 8 a 32 7 39 na
Number passed to Fujitsu
Services for formal 10 3 4 2 3 6 77
investigation
Number considered justified
by Fujitsu Services 1 2 2 2 9 6 38
As the complaints process is handled differently, reported figures from June 2007, will appear differently.
x No figures were provided by POL this month
nla There is no longer a situation where complaints are passed to Fujitsu for Information Only. Hence that
entry will no longer be applicable.
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SERVICE REVIEW BOOK
FUJITSU June 2007 GES
5 Service Summary
5.1 Horizon Service Desk
The HSD saw a slight increase in the number of calls from Post Office Branches logged during June, with 16,123 calls logged
at the desk, compared with 15,852 during May. This figure is on par with the average of the last 9 months, although slightly
higher than recent months. This would have been due to the severe weather across the UK (flooding and lightning strikes) that
caused an increase in Hardware Calls.
- Network Calls continue at their normal level.
- Hardware Calls show a slight increase.
18,000
= a
16,000 Ss =
= Ss —
— =
44,000 isa
a ial ra
12,000} fo I 4 L
% 10,000; [4] — 5 Z om aezal oe I — ease
6 = = = wT ae oo fea
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3
2
6,000 -
4,000 II =I
2,000
0
Jun-08 —WuLOS-——«Aug-O5-—“Sep-05Ot05.-—Nov0G (ec an-07—Feb.07—Mar07 Apr? = May.07—Jun.07
Month
@EBChange [Environmental 3ardware inappropriate
(CINBSC Referral Network MM Reference Data Security
software [ther Queries [=Business incident One Shot Passwords
tami Postshops —— Monthly Call Limit ——6-month moving average
SOT TCS ETE ESS OSA RTH T= TA TT TTT TA TE
RSS TCGET 7 o 2
7 7 7 7
Posishops 5 i = 7 cu a 3 a
ronmental — sia er “at mr 325 3 [a 752 “0 7 35 or 725
Fardware (a ae Es Twos] 5s a UE
Thappropriae i ae Tar a a eo
Peter Es Te 3 @ i 3 z
Tenor TE Tes mr 5 bil Sea = 7
Ther Gueres E00 is7 I 247 I “19 A? ET EO EK EE Sia
Reference Data 7 o 7 7 7 v 7 7 7 7 v T
Secunly e 7 7 = 7 ic 7 77
Dre Sct Passwowe 7 7 a RC si 731 Tao 77 “ar
a aS ny sa ELL oa 5 z Sr 7 ETL
Total Calis asse1_I eco I 15az1 I 476s I 615s I 17266 I 14680 I 16230 I 15809 I 17000 I tso10 I 15052 I 16123
‘month moving aver veset I 15205 I ss277 I s5ia0 I 15050 I 5000 I 15522 I 675s I as7er I 1155 I 15068 I 5720 I 15000
Monthly Cal Limt verso I 12750 I 12750 I v27s0 I 2750 I 2750 I s2760 I 13000 I 13000 I 13000 I 12000 I 13000 I 12000
Review of HSD SLTs
Both HSD SLT’s shown below were achieved for June.
Actual Recalculated
Calls Answered within 30 seconds ( 62.90%
rget 80%)
88.89%
Calls Abandoned (Target 5%) 6.36% 249%
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5.2 Engineering Service
June 07 has seen call volumes again finish under 6,000 with 700 A Priority calls in this period.
As the Epson roll-out continues to gather momentum, the number of engineering visits for the office counter
printers (Epson & Ithaca combined) continues to decrease.
Compared to May, June has seen an improvement in A priority SLT conformance, and a slight decrease in C
priority conformance. The A priority calls fixed within four hours rose from 74.8% to 80.4%, whilst A priorities
resolved within six hours also improved to 88.1% from 86.8%. Conformance on C priority next day calls showed
final figures of 91.3%, a decrease of 4.4% on the previous month which came in at 95.7%. Next Day +2 hours on
C priorities reached 92.2% conformance after being 96.2% in May.
Base unit builds again prove to be the highest single point of failure when we attend A priority calls. We have
improved the time taken to get engineers to site for the four hour call to fix. However the main problem in hitting
the SLT lies with the time taken on site which obviously includes various attempts to solve the problem before kit
is swapped out.
The reduction in C priority conformance was due to a number of contributing factors. There was an increase in
fail on fits, especially Ithaca counter printers (currently under investigation). This would increase the time the
engineer spends on site, and could subsequently impact calls allocated for later in the day- and it is not always
the case that the spare part is in the engineer's buffer stock. The counter printer calls continue to be monitored as
part of the Sense and Respond project. The extreme weather had an indirect effect on engineering ability to
reach calls. In addition to this, a proportion of directly affected failed calls were not fed into the exclusion lists. The
process is currently under review, to ensure that we are more efficient should this happen again.
We continue to analyse failure points and built improvements upon them. The engineering desk has been
reorganised, and a new resource manager employed. A successful innovation forum was held between desk staff
including MACs, and engineers to discuss possible areas of improvement.
June has again seen all counter availability targets met, with all conformances in excess of 99%
Engineering Branch Vi
B00
b— =
soo _e—2 a i
Epson back of printers 3 16 3 20 = 3 2 2 7
Es CE ET ACE CE CA CA CE
Taente ball Wa Rae SCORN ES GSA A ET SW CA OC EZ
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5.3. Branch Network Services / Central Network
5.3.1. Branch Network Services
During May there were 1,177 calls logged across all Network Types into the HSD.
SLT's
The ‘Priority A - 6 hours’ SLT saw 28 failures from a total of 1140 closed calls measured, resulting in 97.5%
achievement. A contributing factor to the SLT conformance miss can be attributed to volume of incidents that
require investigation outside of the Incident Management process, thus requiring extensive investigation from
Fujitsu Services and Post Office Ltd.
Other issues in June
In previous months we have been reporting a higher then expect fall out rate from the IP Migration activity. This
activity has now almost completed with 2 Branches left to migrate.
During the last month we have become aware of a problem with the VSAT solution. This is currently being
addressed with assistance from Core ISP/BT.
June also saw a higher then expected number of faults logged due to adverse weather conditions in some cases
resulting in flooding which impacted our and BT’s ability to resolve within SLT.
5.3.2 Central Network
This month the HSD network incident volumes were impacted by a C&W ISDN incident on Monday 18 June and
several BT VSAT incidents at the Skylogic base station in Turin (Italy). The ADSL IPStream service and
datacentre LAN services were extremely stable.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 13,996
Live Counters 34,355
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15,000
Live Branches by Service Type
10,000 }—
- I I I
0 I : :
HI
Aug-06 Sep-06 Oct-06 = Nov-06 Dec-06 = Jan-07_~—- Feb-O7_-— Mar-O7_— Apr-07_ = May-O07—Jun-07
mIPStream »DataStream mISDN m@VSAT
Aug06 I _Sep-06 I Oct06 I Nov06 I Dec06 I Jan07 I Feb07 I Mar07 I Apro7 I May-07 I Jun-O7
[PSteam, 4.567 I 4.655) 4,829} 5,090} 5.197I 5,390] 721i] 12,296] 12,709I__—12.748) 12,928
[DataStream 7,297I 7,269] 7,287I 7.214] 7,199} 7,183] 5,402] 369] 40] 17 5]
ISON 2,130] 2,046] 7,852 7,680) 1,578 7,422 1,374] 7310} 7,205] 7183 7,002}
VSAT. 735] 135] 132I 113 96) 82] 7 60] 1 €0] 6t
[TOTALS 74129] 14,105] 14,100] 14097) 14,070] 14,077) 14,054] 14,035) 14,015] 14,008] 13,996]
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5.4 Operational Branch Change Service
TOTAL FAILURES
TARGET (2%)
TOTAL FAILURES
(number)
CROWN BRANCH
FAILURES (0%)
CROWN BRANCH
FAILURES.
(aumber)
NUMBER OF
CHANGES
DELIVERED.
NUMBER OF
CHANGES -
CANCELLED
NUMBER OF
CHANGES -
CLOSURES
TOTAL FAILURES.
- CLOSURES
TARGET (2%)
Failures
‘Aug- Sep- Nov- Dec- May-
Juk06 06 06 Oct-06 068: 06 Jan-07_Feb-07Mar-07 Apr-07 07-Jun-07 Cumulative
8.70% I 3.36% I 1.09% I 0.88% I 2.33% I 2.50% I 130% I 1.35% I 1.96% I 1.54% I 0.89% I 1.20% I 2.85%
8 9 z 4 3 2 2 3 2 3 2 1 45
0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00% I 0.00%
0 0 0 ty) 0 tc) tc) 0 0 0 ) 0 0
140 304 268 142 169 60 7 99 134 89 80 90 4672
133 300 263 133 152 54 90 94 122 85. 73 83 1579
92 269 230 114 129 40 7 74 98 65 56 87 4301
8.70% I 3.36% I 1.09% I 0.88% I 2.33% I 2.50% I 1.30% I 1.35% I 1.96% I 1.54% I 0.89% I 180% I 3.46%
Falmouth (236555) — ISDN Line Plant delayed provision
Corrective Actions
ISDN provisions are now ordered 44 working days in advance where possible instead of the normal 22 days. This
allows for identification of Line Plant earlier thus giving an additional period for Line Plant to be resolved before
the Open to Public date.
NB; Please be advised that the table above has now been modified to take into account the new operational
targets agreed between Post Office OBC and Fujitsu OBC
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FUJITSU SERVICE REVIEW BOOK &
5.5 Service Integration Service
5.5.1. Post Shops
Both of the Postshop SLTs were conformant.
Week1 Week 2 Week3 Week4 Week5 Monthly
June Totals
Number of
calls received
Number of
calls resolved
in 8 hours
Number of
calls resolved
in next day
Number of
Hardware
faults
Number of
software
faults
Number of
outstanding
calls
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FUJITSU SERVICE REVIEW BOOK &
June 2007
5.6 Data Centre Operations Service / Data File Transfer
There were no major incidents in relation to the Data Centre Operations Service within the Data Centre central
Infrastructure for the month of June 07.
Throughout the month there was a total of 176 operational changes 154 made by Royal Mail Group Account and
22 by Post Office Limited, there was no service impacts as a result of those changes being implemented.
Currently there are 7 customer facing risks identified in the Data Centre Operations service classified by RAG
status as 1 amber and 6 green risks. The amber risk is related to the Lewes DR (CSRO39) and is expected to be
closed over the next few months following the BCP test of Lewes.
5.6.1 Day J Failures
There were zero no lets this month.
5.7 Reconciliation Service
There were 33 Reconciliation incidents cleared during June. This is 9 less than that reported in May 07.
There were 3 Priority incidents cleared within the 8 hour response SLT.
Remaining 30 incidents were cleared within the 5 day SLT.
Reconciliation issues in June
The following branch had marooned transactions. Due to human errors the base units were wiped and
transactions have been lost.
Branch 057102 E-0704170213
The specified process was not adhered to in this instance and the engineer involved is no longer with the
company. Additionally the process is being reviewed and improved ways of tracing these base units is being
investigated to prevent further occurrences.
5.8 Reference Data & Message Broadcast Service
The outstanding ‘A’ priority incident for removal of the Slovenian Tolar was completed last month although there
is still concern about the process which First Rate are following.
5.9 Security Service
Automated Key Refresh
The key refresh algorithm was turned off in April so no outlets have been selected for keyrefresh in June.
Manual Key Refresh
There were no manual keys generated this month,
Key Management Administration
It was agreed with the development team that the Counter Key Refresh Algorithm be turned off in April. This has
been done via OCP 15691 and will be off for between 3 and 6 months, and monitored continually.
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FUJITSU SERVICE REVIEW BOOK &
June 2007
Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
38 180 163 3
Query Days this month YTD Contract Received YTD
863 3750 3182
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
12 25 26 2
Witness statements provided 0 Witness statements YTD 2
this month
Days in court this month 0 Days in court YTD 2
5.10 Current Month and Forthcoming Court Commitments
Outlet Date Court location Comments
Caledonian Road 16 July 07 Kingston Crown Court 2 witnesses required
London Road 3 September 07 Reading Crown Court Witness required
South Warnborough 10 September 07 Winchester Crown Court I 2 witnesses required
Ardgowan Road 10 September 07 Kingston Crown Court Witness required
5.11 Updates to Previous Months Prosecutions
Outlet Comments
None received
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© ™
FUJITSU SERVICE REVIEW BOOK
June 2007
6 Service Improvement
This section of the SRB details the key Service Improvement activities in progress within RMGA. The full Service
Improvement Registers are discussed at the Operational Review Forums and can be obtained from the
appropriate Service Delivery Manager.
R = Significantly behind schedule A = Behind schedule G = On target
Service Improveme: Benefit Progress to Date Status
Implementation of TIS & OCMM I Improved Incident management I Development of Block 4 customisation
reporting toolset. capabilities with automatically escalated I complete IN
calls, POL own resolving group and
ability to update calls 1 ier stack I Training / UAT scheduled to start 11- I PROGRESS
leading to improved communication & I 12/07/07
reduced delay in resolution of calls. I GoLive: 01/08/07
Improved reporting from _ Incident
Management system
Implementation July/August
Provision of ADSL modem to I It is proposed that the ADSL modem I Results from testing have been analysed
engineers to be utilised as a I would be able to determine if there is I and in 8% of cases the modem would
diagnostic tool ADSL service to the MLB, which would I remove the need for a base unit I IN
clearly identify if there is a comms or I replacement. PROGRESS
hardware fault which is preventing online .
services. This would reduce the need I intemal Business case being written to
for a BU swap for diagnostic purposes, I Justify
reducing time on site for engineers and
impact to branches.
Following successful testing & sign off of
the concept, implementation will be
within 6-8 weeks
BT Wholesale, BT Global I All parfies aware of the problem I Conference calls now held weekly
Services, POL, FS weekly I branches and input from BT Retail /
Conference Call to discuss I Wholesale on how these problem ON
longest / problem online I branches can be resolved. Clear MONITOR
services faults identification of ownership within BT of
branches which fall into a “grey area”.
Immediate realisation of benefit
FS Engineering supporting MLB I This would reduce the need for BT Retail I Initial high level discussion held with
faults / internal wiring faults to attend site for MLB faults / internal I engineering. More detailed discussions to be I
wiring faults, which would speed up I held to determine feasibility of this proposal I I’
resolution times and improve customer PROGRESS
experience.
This Service Improvement requires full
costing and impacting as it is possible
that there would be a cost passed to
Post Office Ltd However the
implementation of this service offering
would remove the need for a BT
engineer visit currently charged at £170
to Post Office Ltd
Branches which do not roll BTP I Branches will always roll BTP and Reporting and management of these
run the risk of archiving therefore will not be subject to the OBC I branches has been improved. Regular
messages and then not being re-roll communication between POL and Fujitsu. IN
able to roll BTP, requiring an - PROGRESS
OBC reroll, which impacts Immediate benefit 42day process review meeting scheduled for
branch 20+ days. July,
Currently POL do not have all
the information needed to
manage this, therefore FS have
improved our reporting to
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Service Improvement Benefit
facilitate the capture of these
branches and are escalating to
POL. Review of information
currently available to POL
underway, to identify if all
information can be provided to
allow for management of these
branches.
Training to be provided to AIO
by FS about the BTP and the
issues & consequences
Progress to Date
Status
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7 Sense & Respond
Due to the timescales around production of the Sense & Respond data and analysis, the information in the SRB
will always be for the previous month. The full Sense & Respond report is issued separately.
The data captured during May has highlighted the top 2 highest demand types as being Hardware and Software.
Trend analysis has shown an increase in total call volumes for both Hardware (+1041) and Software (+125) from
April to May.
During May, the HSD fixed 64.6% of calls received (11809) and this was an increase of 2% of total calls from
April.
For networking calls, a focus has been made to track ADSL and ISDN call volumes and the mean time to clear.
Trending has highlighted a decrease in call volume from April to May for both ASDL (-68) and ISDN (-369) calls.
The restructuring of CMT has helped to increase call ownership across the team. The mean time to clear of
network calls will be monitored over the upcoming months to understand the impact of this change.
A knowledge base tool created by CMT is currently being merged with a training tool designed by the Reuters
service desk. The aim of this project is to create a training knowledge tool which can be tailored to support all
frontline teams with appropriate knowledge to resolve PM issues. The training aspect will help the managers
identify training needs across the desk.
For Pin Pad errors, revised HSD KELs from Hypercom have been communicated to frontline to help with Pin Pad
diagnostics/fixes.
Due to a high number of no fault found parts being returned to Hypercom repairs, HSD will now be advising
engineers to attempt a re-installation of the Pin Pad before swapping it out.
For hardware demand, the highest call volume received is Counter Printer faults (approximately 4550 calls
received in May). Unfortunately the weekly Epson call rate is now higher than the Ithica per 100 printers and we
are receiving Epson calls spikes every Monday. More positively, the HSD are resolving the majority on frontline
and this has helped increase our FTFR this month.
Another area of focus is regarding chase calls. There are a number of sites who have made a number of repeat
calls for incidences they have logged, however, the PM continues to log repeat calls even with updates provided.
We have an opportunity of saving 10% if these site calls are reduced. Further work is needed on this issue and
will be discussed with the Post Office during June.
The focus on software errors will be suspended due to the belief that many of the software issues will be resolved
once HNG-X is rolled out. The project will be revisited after the roll out to understand the impact on software
errors.
An additional objective regarding engineering calls is to reduce the amount of calls to HSD from Touch, Fujitsu
and ROMEC engineers. Engineering call volumes have decreased during May (-652) and we will be monitoring
June's data to see if the trend continues.
With the pilot of using multiple ‘plus’ signs to break up the block text that Clientele receives at TOUCH, it is hoped
this will continue to drive down the number of engineering calls.
A project monitoring Inappropriate calls between the HSD and NBSC desks have achieved is objective of
reducing the number of calls between the desks from 10% to 5%. The team will continue to monitor the
inappropriate call volumes and ensure monthly communication is maintained between the HSD and NBSC desks.
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8 APRIL SERVICE LEVEL PERFORMANCE
8.1 Horizon Service Desk
Ref [ Sit] ARL Seqos Ogos Nqvoe —Oec0e —_—fan07 eb07 __I[Mar07__[Apro7_I May07 I Juno7 I Julo7 I Augo7] Sepo7
Horizon Service Desk
80% Calls answered within 30 seconds
Ky
<10.0 ‘Average Time to Answer <10.0 seconds.
secs Fr
<5% Calis not answered t
100% Voicemail available outside HSD standard
hours: eke
100% Voicemail calls raised next working day
bs
>=85%I First Time Fix I
I hs
95% Software incidents resolved by Reboot <=1:
minutes g
100% Software incidents resolved by Reboot <=31 27.86. I
minutes EET] xg
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8.2 Engineering Service
a Sa TS I Sepoe [actos I Novos I Decos I Jano? I Febor [ Maro? I Apro? I Mayor I Juno? I sul? I Augo? I Senor
[Branch infrastructure- Callto Fix
95% NO JPriority A - 4 hours (flexible structure) 63.0 618 64.5 62.1 76.6 73.0 748 80.4 I
as 738 Q2 764 as
r T
25% I No [priority -8 hours (flexible structure) Tea eanI WA I NA wa I _NA I _NAI NA T
Cy NA a2 NA cy
I I
95% NO [Priority C - End of Next Business Day (flexible structure) 905 938 I 930 38.3 Ox 948 92.9 93.2 [
Cy 33 Q2 as
100% I NO [Priority -6 hours (flexible structure) 750 I 70 I v4 I 790 I oe I or7 I 63 I or I oo I
Os at 352 a2 as
' T
100% I NO [Priority & - 10 hours (flexible structure) 334 76] NA NA NA I NA NA NA_I_NA NA L
Cy ar NA a2 NA cy
100% J NO priority c - End of Next Business Day + 2 hours (flexible u7 I 41 I 35 I oon I 930 I oa I 96 I 41 I soa I 922
istructure) 3 Q3
IPostshop Engineer- Call to Fix
100% ] NO [erica incident within 8 hours 100.0 100.0 100.0 100.0
100.0 100.0 cy
100% I NO INon-crtcal incident within 48 hours 100.0 1000 1000 100.0 1000 1000 i
100.0 100.0 as
Priority B targets have now ceased as agreed.
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8.3 Branch Network Service
Ref SLT ARL I Sep06 OctO6 Nov06 I Dec06 Jano7 Feb07 Mar07 I Apro7 May07 I Jun07 Julo7 Aug07 I Sep07
[Branch Telecominfrastructure- Call to Fix
95% I NO Priority A- 4 hours (flexible structure) 91 973 O7A 87S 87B RSMAS GR (GT
a4 at 974 a2 a3
95% I No Jprontyc-End of Next Business Day (exible stucture) 00.0 COMIC va I na I wa [wa] wa i
a NA a2 oS
T T T
100% I NO Priority A-6 hours (flexible structure) O74 ot I 984 I 994 77 I 962 I 974 I 975 I
Qi 98.3 Q2 Q3
100% NO JPriority C - End of next business day + 2 hours 00.0 00.0 00.0 96.8 96.0 NIA NIA NA NIA NIA
NA
[Branch and Counter Availability
>99,60%I NO JBranch Availabilty during the Critical Period
os
Q3
>99.43%] NO [Branch Availability during Post Office Core Day 99.8 I
998 as
99.3 a3
[Banking & Related Services Reliability
90% I LD [Fixed Connection Reliability 400.0 100.0 I 100.0 100.0 100.0 100.0
100.0 400.0 oF
— — "
99% LD JADSL Connection Reliability 100.0 100.0 100.0 100.0» 100.0 100.0 I
100.0 100.0 Os
— "
97% I LD Jpialed connection Reliability 99.0 100.0 100.0 100.0 99.0 I
99.9 99.7 Os
Priority C targets have now ceased as agreed.
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8.4 Central Network Service
Ref SLT ARL I Sepoe Octoe Nov06 Dec06 Jano7 Febo7 Mar07_ Apro7 May07 I Jun07 ‘Jul07 Augo7 ‘Sepo7
jetwork Availability
>=90.95% NO JAal Network Availabilty
as
Janking Authorisation Agent Availability for Each
ailability Period
<1 NO jumber of Pl outages >2 minutes for same bank
Q3
T
<2 I No JNumber of PI outages>2 minutes for diferentbanks I
a3
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8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
Ref_[_stt J ARL ‘Sepoe I Octos I Novos I DecOs I vano7 I Febo7 I Mar07 I AprO7 I MayO7 I Jund7 I Jul07 I Augo7 I Sepo7
Banking & Related Services Transaction Times
=2.5 secq LD Average time for Banking Transactions across Fixed, ADSL & 037 (0.36 360.36
Dialed Connections 0.37 0.36 a3
IDFD Outbound - APS All Clients I narra
96.5% ] LD APS transactions delivered by 23:59hr Day B 99.7 99.7
99.7 99.8 as
97.5% LD JAP transactions delivered by Day C 99.9 99.9 I
99.9 Cy
T
98.5% I LD [APS transactions delivered by Day D L
99.9 Qs
— T
100% LD —JAPS transactions delivered by Day J 100.0 100.0 100.0 100.0 100.0 100.0 I
100.0 100.0 as
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8.5.2 Data File Delivery - LFS
Ref I sit ] art ‘sep0s I octos I Novos I Decos I Jano7 I Febo7 I maro7 I Apro7 I mayo7 I suno7 I vuio7 I Augo7 I Sepo7
IDFD Outbound - LFS
97% I NO [Confirmation of pouch received at Branch by 22:00hr Day A 99.9 999 «999 98.9 BONG
— — — T
97.2% I LD confirmation of pouch received at Branch by Day B 999 «6999«89sisiC(titDS:C«CWG T
99.9 99.9 Qs
T
100.0% I No [Confirmation of pouch received at Branch by Day I 100.0 100.0 100.0 100.0 1000 100.0 1000 1000 100.0 100.0 I
as
T
97% I No ISAPADS Pouch collected from Branch by 22:00hr Day A T
Qs
T
97.2% I No }SAPADS Pouch collected from Branch by Day B I
Qs
100.0% NO. SAPADS Pouch collected from Branch by Day I 100.0 100.0 100.0 I
as
T
6.25% I NO [baity Cash on Hand details to SAPADS by 23:59hr Day A I
Qs
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8.5.3
Data Delivery - POL MIS & POLFS
Ref [sit I ARL ‘Sep06 I Octos I Novos I Decos I Jano7 I Febo7 I Maro7 I Apro7 I Mayo7 I Juno7 I vulo7 I Augo7 I Sepo7
DFD Outbound - POL MIS
96% ] No JTransaction records to TIP gateway by 03:00hr Day 8
Q3
T
97% I NO JTransaction records to TIP gateway by 03:00hr Day C I
Q3
T
98% ] NO JTransaction records to TIP gateway by 03:00hr Day D I
99.9 as
— r
100% NO [Transaction records to TIP gateway by 03:00hr Day J 99.9 100.0 100.0 iI
as
lDFD outbound - POLFS
96% ] NO Jrransaction records loaded to configured POLFS by 07:30hr
(Day B Q3
r
97% I No JFransaction records loaded to configured POLFS by 07:30hr I
Day C Q3
r
98% I No JTransaction records loaded to configured POLFS by 07:30hr I
100% I No JTransactionrecords oadedto configured POLFS by 07:30hr [8691] 889 CRMC 060.0 RRND i
bay J 99.9 1 as
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8.5.4 DFD Outbound — Reconciliation, HR SAP, CTS & PO Client Files
Ref SLT ARL I Sep0e Octos Novo6 Dec06 Jan07 Febo7 Mar07 Apro7 May07 Jun07 ‘Julo7 Augo7 ‘Sep07
IDFD Outbound - Reconciliation & Settlement Reports to TIP
gateway
<2 I no Jbeivery by o8:05nr ay 8 0.0 0.0 00
0.0 Qt 0.0 0.0 Q3
r
100% NO [Delivery by 12:00 (after failure in FS domain) or by 18:00 (after 100.0 100.0 100.0 100.0 100.0 100.0 100.0 iI
allure of ORSH or TES) 400.0 a3
loFD outbound - Reconciliation Files
NO JNumber of failures of REC file delivered to CAPO daily by
(03:00hr Q3
<=2 NO I
Number of failures of REC fle delivered to A&L daily by 03:00hr 4
r
100% I NO JREC files delivered to CAPO by 16:00hr on Day 8 400.0 100.0 100.0 100.0 I 100.0 100.0 100.0 I
4100.0 4100.0 100.0 co
r
100% I NO REC files delivered to A&L by 18:00hr on Day B 100.0 100.0 100.0 100.0 100.0 100.0 100.0 += 100.0 I
100.0 400.0 100.0 aa
lDFD outbound - HR SAP
100% LD IHR SAP delivered to the POL gateway by 21:30hr on the Friday 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0
Jpreceding the pay run date 100.0 100.0 100.0 Qs
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8.5.5
DFD Inbound — LFS & Transactions Corrections File Delivery
Ret I sit [ arn I sepos I octos I Novos I Decos I Jano7 I Febo7 I maro7 I Apro7 I mayo7 I Juno7 I vuio7 I Aaugo7 I sepo7
IDFD Inbound -LFS
90% I NO ISAPADS Planned Orders delivered by 08:00hr on Day A
as
96% I Art IsaPADs Planned Orders delivered by 12:00hr on Day A i
Qs
Delivery of transaction correction records to Branches
available at 23:59:59hr Day A
90% LD [Transaction corrections available by 08:00 on Day B
Qs
96% Tus) ransaction corrections available by 12:00 on Day 8 99.8 I
99.8 as
— T
100% I LD [Transaction corrections available by 23:59:59 on Day J 100.0 100.0 T
100.0 as
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8.5.6 Central Systems, POLFS & TES Availability
Ref I sit [ art sepos I octos I Novos I Decos [I Jano7 I Febo7 I maro7 I Apro7 I mayo7 I Juno7 I suio7 I Augo7 I Sepo7
IGentral Systems Availablity
<3 NO outages in Core Hours where the Core Solution is unavailable
core hrs Jat >10% of Branches per SLT year as
<8 NO outages in Core Hours where the Core AND Banking Solutions
core hrs Jare unavailable at >10% of Branches per SLT year cg
<=14 I NO Joutagesin Core Hours where the Core Solution AND Other
core hrs Services are unavailable at >10% of Branches per SLT year ‘as
POL FS Availability
98.5% I NO JPOLFS Availabilty
Cg
>=4 I No JPOLFs shall not be unavailable to users on any single occasion I
hours Jduring the service level management period ‘as
Hransaction Enquiry Service
99.75% I NO JTESQA availabilty between 07:00hr and 22:00hr for SLT 100.0 100.0 100.0 100.0 100.0 100.0 100.0
calendar year 100.0 Qt 100.0 pd 100.0 a3
—' — T
97% NO [Transaction received in the data centre between 07:00 and 100.0 100.0 = 100.0 100.0 99.9 99.5 100.0 I
20:00 daily will be available within 15 mins on TESQA 100.0 100.0 99.8 Cg
— —' —
100% I No Jif TEs fails transaction received between 07:00 and 20:00 will 400.0 100.0 100.0 100.0 100.0 100.0. 100.0 T
be available within 2 hours on the TESQA 100.0 100.0 100.0 ‘as
100% I NO [Transaction received in the data centre between 20:00 and 100.0 100.0 100.0 100.0 100.0 100.0 + 100.0 I
{22:00 daily will be available within 40 mins on TESQA 100.0 100.0 100.0 az
100% NO if TES fails transaction received between 20:00 and 22:00 will 100.0 100.0 100.0 = 100.0 100.0 = 100.0 = 100.0 I
be available within 2 hours on the TESQA 100.0 100.0 100.0 as
100% I No Jrransaction receivedin the data centre between 22:00 and 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 i
07:00 daily will be available within 4 hours on TESQA 400.0 100.0 100.0 cg
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8.6 Reference Data Service
ref [sur [an sepo6 I Octos I Novos I Decte I Jano7 ‘Maro7 I Apro7 Juno7 I Julo7 I Augo7 I Sepo7
IDFD inbound - APS Tariff data
96% I NO [PSreference data delivered by Day B
@
97% I NO IPSreference data delivered by Day C
@
98% I NO [PSreference data delivered by Day D
@
100% I NO IAPSreference data delivered by Day J
@
IDFD inbound - Reference Data
96% I NO IReference data delivered by Day B
@
97% I NO [Reference data delivered by Day C [
@
98% I LD JReference data delivered by Day D
@
100% I LD IReterence data delivered by Day J
@
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>
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iation Service
8.7 Reconci
Ret [sit] Arq Sep0s I oct0s I Novos] Decode] Jan0] Feb? Maloy Agro? Mayo? Puno? I Juld7 ] Augo7 Sepo7
Exception / Error Resolution
95% NO] Banking & Related Services Priority Exceptions resolved 100.0 100.0 100.0 100.0, 10.0,
hours or less. °
95% NO] BIM report issued within 5 working days t
I 3
Payment File Delivery to Merchant Acquirer (Debit C}
by 12:0 LD Payment file delivered to MA on the day following creati
of the file q
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