FUJ00152274
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FUJITSU SERVICE REVIEW BOOK &
July 2007
Fujitsu Services Royal Mail Group Account
Service Review Book
July 2007
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SERVICE REVIEW BOOK
July 2007
Document Cont
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
rol
Service Review Book — July 2007
This document contains a summary of the Monthly Service Performance Statistics
for the Period 1° to 31 July 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 &
July 2007
CONTENTS
1 MANAGEMENT SUMMARY ....sssssessssssessstsssssstsanesstesessstisstsstensennstisneiseenstst 4
2 INCIDENT OVERVIEW.....ssssssssessessstsssesstensessstnsntssetnsessetnsststtasinssenseensteneest 6
3 BUSINESS CONTINUITY .......csssssssssssssseessssussttssnssnssttsssstnsnstnsettsssstnsettnssstnseeist 8
3.1. Business Continuity Testin:
3.2
3.3. Business Contin
3.4 Business Continuity Incidents and Issue:
© co @ ©
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 / Data File Transfer..
5.7 Reconciliation Service... ose
5.8 Reference Data & Message Broadcast Servic
5.9 Security Service............ wane
6 SERVICE IMPROVEMENT...
7 SENSE & RESPOND.
8 JULY 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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July 2007
1 MANAGEMENT SUMMARY
Within the Fujitsu Services domain for July 07 there were no Major Incidents or service affecting incidents, 3
incidents relating to VIP sites and one further service affecting incident outside the Fujitsu domain. Details are
given in the Incident Overview below.
There was a continuation of the severe weather conditions across the UK, leading 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. As in June, 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 99.7% and 99.4% respectively. Despite this,
service levels on A & C priority engineering calls have fallen this month. In part this was affected by the call
profiles due to the extreme weather conditions, but poor call & resources management continue to cause too
many issues. Performance and commercial negotiations are in hand to correct this trend and agree achievable
targets.
Only 75 OBC changes were delivered in the month, with 3 combined failures resulting in a failure of the joint
target of 2%. Corrective actions are in place to address these and the adoption of the joint target is proving to
be a useful approach.
The Epson printers are now installed on more than two thirds of counters. The number of incoming calls for the
Ithaca printers has reduced accordingly, and the new print cartridges for the Epsons have been trialled
successfully. Although there are still a high number of incoming calls for those printers yet to have the new
cartridges installed, over 80% of these are resolved at the desk, and only 8% have needed the printer to be
changed.
The revised complaints process is continuing to prove useful, ensuring that Fujitsu have full sight of any
complaints relating to the service. No overall total received was passed over from POL, but 99 were passed to
Fujitsu for investigation, with 36 deemed justified after investigation. The rise in the number of complaints was
attributed to chases for ETAs for calls during the peak volume periods. Corrective actions are identified and
implemented against all justified complaints.
The profile of the Service Improvement Plan continues to be raised, and the significant areas are covered in the
Service Review Book. Additional focus will be placed on this going forward, in balance with the reporting of
historical service performance.
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July 2007
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Executive Dashboard
July 2007
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2. Calls answered by HS0 within 30 seconds
100%, -
4. Branch & Counter Availabilty during Post Office
5. Data delivered to APS Outbound Day 8
Calculations to be confirmed
ae
100 an 100%
4
&
cy . os 92%
.
sae aclianinalian
: oe =
26 I for more information
10 ee
A
8. Branches with no trading no online service
‘trading capability
uot
Feb-O7 MarO7 Apr07 May-
7 Jut-0?
duration 4 days pus ence uraton 6 days pus
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July 2007
2 Incident Overview
Summary: Within the Fujitsu Services domain for July 2007,
There were no Major Incidents.
There was no Service Affecting Incident.
There were 3 incidents affecting VIP sites.
There was one service affecting incident outside of the Fujitsu domain.
NB. There was a continuation of the severe weather across the UK
during July. This included storms and also flooding and caused several
branches to temporarily close. However by 09.15 hrs each morning, the
number of outlets without comms was under threshold.
Major Incidents:
None
Other incidents in Fujitsu None
Services domain:
VIP sites affected this Tuesday 3% July. VIP site Belfast City 011704, Gateway failed at
month: 10:28. Gateway replaced, branch services restored at 13:50. Call E-
0707030356 refers.
Wednesday 4" July. VIP site Liverpool St Johns 002420. Gateway
failed at 09:18. Gateway replaced, branch services restored at 11:16.
Call E-0707040153 refers.
Monday 16" July. VIP site Ashton-under-Lyme lost power due to staff
activity from 14:50 to 16:00. Power reset restored service. Call E-
0707160765 refers.
Incidents that were outside On Saturday 28" July, there was an incident that caused the loss of
the Fujitsu Domain: online satellite services to 55 outlets from 08.00 to 10.20 hrs. This was
caused by an unknown source transmitting on BT’s reserved frequency.
As this is the second incident of its kind, FJ requested BT to provide an
improvement plan to prevent further recurrence.
This was taken up with BT, by the Network SDM. In response, BT stated
that the only possible corrective action would be to change frequency.
BT stated that as any network frequency is vulnerable to intrusion, a
change of frequency would still be vulnerable to similar infiltration.
We are monitoring the situation with BT even though immediate action
is not thought to be the way forward.
Call E-0707280001 refers.
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FUJITSU SERVICE REVIEW BOOK &
July 2007
Details of Incidents / Calls affecting Branch Availability
Average LDs - SLT hours
a uF Description of Incident Counters/ Branches Counters / Branches pes preted
Incident calls to HSD
Affected
None
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3 Business Continuity
3.1 Business Continuity Testing
On Wednesday and Thursday 4th and 5" of July the Outlet Change Management Service operational
test was successfully conducted.
On Sunday 22" of July the partial operational retest for the Data-centre LAN Catalyst (test 6.2) was
successfully conducted.
During July procedural walk-throughs were successfully conducted for the Reference Data
Management Centre (test 9) and the Database Server (test 2).
3.2 Forthcoming Testing
Due to the Data-centre LAN Catalyst operational re-test being conducted on the 22” of July the
Generic Agent (test 7) has been rescheduled for Sunday 12" of August.
Procedural walk-throughs are planned for:
The Key Management Service (test 19) on the 8” of August;
The Web Services (Test 26) on the 15" of August;
The NBX Client Interfaces (test 22) on the 22" of August.
It is provisionally planned that if the Service Support Manager is in Belfast during August he will
conduct the SOS operational test (test 11).
3.3 Business Continuity Planning
The first drafts of the HNG-X Business Continuity Framework and the HNG-X Operational Test Plan
have been checked into the Dimensions document library for internal Fujitsu Services review. Work
also continued on the development of the HNG-X Services Business Continuity plans.
3.4 Business Continuity Incidents and Issues
On the evening of Sunday 22" of July an incident occurred at the electrical sub-station providing power
to the Wigan Data-centre, which resulted in the loss of mains supply. Horizon service continued
unaffected through the Data-centre’s Uninterruptible Power Supply and Generator.
Further progress has been made on the commissioning of the LST rig in the LEW02 Disaster Recovery
site. The LST ‘data implementation phase’ has been completed and LST are now verifying and
confidence checking the system.
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4 Complaints
Commentary
During July there were 99 complaints logged about Fujitsu Services. The breakdown was
57 in connection with engineering services, 34 of which were justified
23 in connection with online services, one of which was justified
18 in connection with HSD, one of which was justified
1 in connection with OBC and not justified
Compared with June, a 50% increase in engineering service complaints was observed. The reasons for
complaints are detailed below.
A separate spreadsheet is available containing remedial actions for justified complaints. These are also
added to the CSIP register and discussed at the respective ORFs.
Engineer Complaints:
The majority of complaints were caused by issues with ETAs and the expectation set with PMs. The
situation was worsened due to the impact the adverse weather had on the number of calls carried over
in the work in progress count.
The desk attended a presentation on the 9" August which included broken ETA’s, complaints received
and the impact to the customer. The importance of owning the calls/ expectation and stepping into the
customers shoes was re-iterated. The presentation will be re-used for new starters to ensure the desk
is as in tune with the customer as possible.
Any isolated engineer attitude problems have been taken up with the engineers in question, and where
necessary are being performance managed.
HSD: The one justified complaint was a branch (FAD 183647) that had a scales calibration issue. The
process for resolution is to apply a software patch followed by a full swap of Gateway/Monitor/Adaptor.
The software patch has been applied and the hardware replacement is scheduled. This is being
managed by the BIM South.
Online Services: The one justified complaint against online services was in relation to an intermittent
satellite issue. This occurred when FJ moved the satellite service from HOT to BT. The corrective
action involved BT making a minor adjustment to their satellite in Turin.
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July 2007
Top 3 Areas of complaints forwarded to Fujitsu Services
60
50
40
30
20
10
0
Jun-07 Ju-O7
G Equipment & Engineering 38 57
@ Online Services 21 23
OHSD 19 18
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Historical Breakdown of Complaints Data
Total number of
complaints logged
against Fujitsu
Services
Dec 06
98
Jan 07 Feb
88
71
97
Apr 07 Ma\
101
95
Jun07 JulyO7
128 x
Exclusions (duplicate /
inappropriate)
13
12
22
16
15
22 x
Total number of actual
complaints
85
16
63
5
85
Complaints passed to
POL Customer
Relations
68
71
56
73
81
84
Complaints excluded
by POL Customer
Relations (duplicate /
chaser)
10
14
10
12
Total number of I
complaints :
investigated by POL
Customer Relations _
61
49
59
a
72
Number of complaints
passed For
Information Only to
Fujitsu
30
43
25
32
47
39
nla nla
Number passed to
Fujitsu Services for
formal investigation
10
77 99
Number considered
justified by Fujitsu
Services
38 36
As the complaints process has changed, reported figures from June 2007 onwards, now appear
differently.
x No figures were provided by POL. For July they were unable to allocate resources to this task due to
industrial action requirements.
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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July 2007
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 July, with 16,404
calls to the Helpdesk, compared with 16,123 in June. The figure is slightly above the average for the last nine
months. As per June, July’s calls were subject to the severe weather across the UK with flooding and lightning
strikes. The projected call volume for the complete month of August — based on the first 9 working days — shows
an overall reduction in the Hardware, Network and Software call totals. This is as expected following the
improvement in the weather.
- Both Software and Networks Calls show a slight reduction compared with June.
- Hardware calls show a slight increase
18,000 SORES EEE 5
a
16,000 SS =
sl =
14,000 “= :
12,000 cy I= I_I
= 10,000 ES on Veta
3 Fy a
& 8,000
g
2
6,000 : =
4,000
2,000
0
Jul06 ——Aug-06—Sep08 —Oct06——Nov:05—Dec-05 © an FebOT Man O7 Apr? Mayo? uno uLO7
Month
Change (SIEnvironmental Hardware inappropriate
CINBSC Referral Anetwork MME Reference Data Baa Security
software other Queries Business Incident WOne Shot Passwords
lm Postshops Monthly Call Limit ——6-month moving average
OTC RN ES SSE EOS TSR TAT TT TE
i a 2 Z
z 7 z z t + = a
Posing = ci z x a = a Ed = zi ar 35 3
Enveonmental cc ia cc i is a ca 702 73 38 37 re ze
Hardware A LE
Thaporoort os2—[ 1408 I —“ta05- “ta 1283 [208 J “tes tos I —tret —[ —tooz J tas [fos I 085
ESC Retral 34 0 75 6 a ca Tr cs 35 33 2 3
Newark ee
er Gueras io 2a Tox 734 227 ZI — 760 zis 357 I 208 2 Bit 326
Fefeence Oaia a 3 a a a a o a + a a a 3
Secunty 2 z + 2 a o o z Z a 37 7 5
Tre hal Paseo 7 a Tes 207 i= 7 Tar cin 37 7a Ti Tae es
a a CV
Tota Calls vaeso I s54z1_I sazoa_I 10155 I 7206 I seo I 16200 I 15500 I 7000 I sso I 15052 I 6120 I 10004
month moving average vaeao I 5135 I sso I sszor I 5001 I sos I versa I sever I sores I ssose I orzo I e000 I 15000
Monty Call im vzrso I 12760 I 12750 I 2750 I 12750 I 12760 I 10000 I 13000 I 12000 I 12000 I +2000 I 12000 I 12000
Review of HSD SLTs
Both HSD SLTs shown below, were achieved for July 2007
Actual Recalculated
Calls Answered within 30 seconds (Target 80%) 55.19% 89.64%
Calls Abandoned (Target 5%) 9.03% 2.73%
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July 2007
5.2 Engineering Service
July 07 has seen call volumes remain just under 6000 with 733 A Priority calls in this period.
With two thirds of the live estate counter printers now Epson, a significant drop in Ithaca visits has resulted. The
combined visits are down by 506 this month.
Compared to June, July has seen a decrease in A and C priority SLT conformance. The A priority calls fixed
within four hours fell from 80.4% to 71.9% and the six hour from 88.1% to 82.4%. Conformance on C priority next
day calls showed final figures of 89.8%, a decrease of 1.5% on the previous month which came in at 91.3%. Next
Day +2 hours on C priorities reached 90.7% conformance after being 92.2% in June.
The drop in SLT performance was caused by a number of factors. The adverse weather and prolonged flooding
resulted in a tail of calls that impacted subsequent day’s SLT performance. This was is in addition to the carry
over from the weather issues experienced in June. The impact of weather had a detrimental effect on engineer
productivity, and hence SLT conformance. These issues were compounded by certain resource areas where
there were some challenges in the field. The strain on the desk resulted in an adverse effect on their performance
in prioritising calls as well as their long term training plans. We have been working proactively together to drive
the oldest work in progress down on a daily basis, and the tail is now eradicated. We are already seeing
improvements in this month's SLT performance.
The automatic SLA expiry time generator caused a couple of issues due to incorrect information in the RDMC
database, and a source code error which is being corrected. This problem understandably contributed to the fails.
A macro tool is being designed that will provide a more accurate Auto SLA by taking the access times from the
PM and ignoring the data in the RDMC database. This will have a positive impact on conformance and accurate
information provided to the desk. Base unit builds continue to be the highest single point of failure when we
attend A priority calls.
Compared to June, there was a slight increase in fail on fits across the products, with the exception of Pin Pads,
and BCRs. The reduction in Pin Pad FOF can be attributed to getting engineers to re-install rather than replace.
The increases will be taken up with the suppliers and investigated on our side. This would increase the time the
engineer spends on site, and could subsequently impact calls allocated for later in the day as allocated stock
would no longer be available for use.
We are having commercial discussions with our engineering supplier to ensure that any supplier contracts
support our end to end SLT. Currently we have some SLT timing challenges in this area. The initial commercial
proposal is expected by 47" August for discussion.
A new single set of reporting will be phased in this week allowing closer performance management. The weekly
reviews of failure points will continue and feed into the Service Improvement Plan. Time will be spent with the
desk to understand immediate issues, and provide training to the team. Fujitsu has provided additional POA
training to our engineer service help desk. This has been well received, and will continue on an ongoing basis.
Calls logged by branches which resulted in an on-site visit from an engineer were down on July 2006 despite the
overall increase in incoming hardware calls to HSD.
Despite the challenges of adverse weather, July has again seen all counter availability targets met with branch
availability at 99.71% and counter availability at 99.36%. This equates to 41 out of 13983 branches and 220 out
of 34325 counters being unavailable during the month.
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July 2007
Engineering Branch iS
Calls logged during the month by PO Branches which result in an on-site visit from an engineer.
3.000
7,000 :
6,000 al ra
g 50m f me WwW [J
5 4000
3
2 3,000
2,000 © a ea ee
oO tz =
uLOS”—AUG-06 ——Sep-06Oct0-——NowOS«Dee05 «Jano? Feb-OT— Ma? AO. May? nT
Month
(Bar code readers (Base units (Keyboards (GaScreens
(other items (AIithaca Printers (@@EBEpson BO Printers CIOKI printers
(Panasonic printers (Pin Pads Mobile units (@BEE Epson counter printers
Monthly Cail Limit
ar05 [I Aug-06 I Sep0e I Octo I Nov-06 I Dec06 I Jan-07 I Febor I Maroy I Apror I Mayor I wuno? I wuror
Bar code readers 185 185 183 217 215 207 200 262 204 229 225 I 226 248
Base units 558 490 549 538 I ott 522 544 447 495 501 461 506 592
‘Mobile units a 28 36 7 2 34 2 34 a 28 38 2 40
Keyboards BA 546 343 594 610 a7 681 65 642 362 ois I 580 579
ithaca Printers 2735 _I 2827 I 2604 I 2060 I 251 I 3047 I 3033 I 2678 I 2605 I 2515 I 2307 I 2111 I 1435
Epson back office printers 16 19 20 15 22 3 2 0 1 x x x x
Epson counter printers 25 124 256 330 500
OKI printers: 316 322 347 308 I 778 514 386 340_I 615 525 om7_I 545 537
Panasonic printers 1 2 1 1 3 0 0 0 0 x x x x
Pin Pads 720 712 739 695 eaa_I 612 808 565 719 68 70 I 713 788
Screens 570 757 712 792 a7 797 741 630_[ 776 535 Ea 7m
other tems 18 33 36 43 74 77 8 64 74 45 a7 oT 49
TOTAL 3734 I 5921 I 5770 I 6200 I 7057 I e410 I cats I 853 I 6493 I 5746 I 5020 I 5003 I 5479
Epson to OKI exchanges 9 7 10 10 37 x x x x x x x x
‘Average Daily Visit Rate 244 27 I 246 262 294 298 284 266 I 265 2th 245 [238 I 228
Monthly Call Limit sers_ I wars I ses I sors I sors I srs I cers I sors I sors I ses I sors I ors I 875
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5.3. Branch Network Services / Central Network
5.3.1. Branch Network Services
During July there were 1,086 calls logged across all Network Types into the HSD.
SLTs
The ‘Priority A - 6 hours’ SLT saw 15 failures from a total of 1,086 closed calls measured, resulting in 98.6%
achievement. This is the highest achievement to date. 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 under Problem Management. Many of
these calls require assistance from POL for BT retail investigation which causes undue delay in resolution.
Other issues in July
We are still investigating an issue with the VSAT solution with current Investigation and assistance from Core ISP
and BT.
July continued as June left off with poor weather, Flash floods assisted in maintaining higher then expected call
volume. This is expected to reduce over the next couple of months as weather patterns return to normal.
We are also investigating a process with BTW which may result in a vast reduction in calls requiring escalation to
POL and BT Retail visits. If this process is successful it is hoped that the standard fault process can be
shortened with significant reduction for “problem faults’. At present this process is under trial and is being
monitored for its effectiveness. The new process reduces the requirement of referring to POL where the fault is
believed to be requiring the assistance of BT Retail. Preliminary results are good however the trial has only been
running for 1 week is still in its initial phase.
5.3.2 Central Network
BT’s VSAT broadband platform manager and lead engineer visited the Skylogic Skypark in Turin on Thursday
26th July to investigate the high level of major incidents. They conducted a Systems Audit for which there were
no recommendations identified. They conducted a Service Management Audit for which there were 6
recommendations identified which are being carefully considered prior to implementation.
The Datacentre LAN, Central WAN, IPStream and ISDN VPOP networks were again extremely stable. This
month the data warehouse reported the fastest average network banking transaction time at 0.35 seconds within
the Fujitsu domain. This follows 6 months at 0.36 seconds and the previous 4 months at 0.37 seconds.
BRANCH & COUNTER NUMBERS at Month End
Live Branches 13,983
Live Counters 34,325
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July 2007
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Live Branches by Service Type
15,000
HER eeeee
‘ooo I '
0
Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-O7 Feb-O7 Mar-O7 Apr-O7 May-O07 Jun-O07 Jul-07
@IPStream © DataStream ISDN @VSATI
‘Aug-06 I Sep-06 I Oct06 I Nov-06 I Dec-06 I Jan-O7 I Feb-O7 I Mar07 I Apr-O7 [ May-07 [ Jun-O7 I Juror
iPStream. 4567I 4655I__4,.629[ 5,090] 5.197] 5,390] 7.217] 12,296] _—*12,709]_—12,748] 12.928] 13,034]
DataStream, & 7.297] __7.26o[ 7.267] 7.214f _7.198I 7.183 __ 5,402] 369] 40] 77 3] 0]
ISON 2.130] 2,046] 7.852I7.680[ 1.576] 1.422[7.374[ 7.310] 7.205{_ 7.163] 7,002] Ea
SAT 135] 135] 132] 113] 96] 82] @7I 60] 61] 60] 61 61
‘OTALS. Tazo 14,705 14.7 q40a7] 14.070, 14,077] 14.0% 74,035[ _14075I 14,008] _13,996I 13,983]
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July 2007
5.4 Operational Branch Change Service
Aug- Noy Dec- May-
06 06 Oct06 06 06 Jan-07Feb-07Mar-07 Apr-O7 07 Jun-07_Jul-07__ Cumulative
TOTAL FAILURES
TARGET (2%) 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 1.20% I 4.40% I 2.64%
TOTAL FAILURES
(number) 9 Zz 4 3 2 2 3 2 3 2 1 3 40
CROWN BRANCH
NOT EVL sie 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%
CROWN BRANCH
FAILURES.
(number) o oO o o oO o o o o o 0 tc) 0
NUMBER OF
CHANGES
DELIVERED 304 268 142 169 60 97 99 134 89 80 90 75 4607
NUMBER OF
CHANGES -
CANCELLED 300 263 133 152 54 90 91 122 85. 73 83 68 1514
NUMBER OF
CHANGES -
CLOSURES 269 230 414 129 40 id 74 98 65 56 57. 60 1269
TOTAL FAILURES
CLOSURES
TARGET (2%) 3.36% I 1.09% I 0.88% I 2.33% I 2.50% ] 1.30% I 1.35% I 1.96% I 1.54% I 0.89% I 1.80% ] 5.00% I 3.15%
Failures
Kenyon Street (880086) — ADSL line had Alarm System micro-filter missing.
North Bransholme (174321) — Kingston Communications exchange fault.
Cockerham (333418) — Underground BT fault.
Corrective Actions
Romec have been reminded of the need to replace Micro-filters to ADSL service lines.
Escalation paths into Cable & Wireless have been revised and assurances sought that daily reporting will
continue to exist.
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July 2007
5.5 Service Integration Service
5.5.1. Post Shops
Both Post shop SLTs were conformant.
July Week 1 Week 2 Week3 Week 4 Week 5
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 4 3 5 5 5 22
Number of
outstanding
ke 0 0 f) 0 0 0
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July 2007
5.6 Data Centre Operations Service / Data File Transfer
5.6.1 Day J Failures
There were no Day J failures for July.
5.7 Reconciliation Service
There were 35 reconciliation incidents cleared during July. This is 2 more than that reported in June 07.
There were 6 priority incidents cleared within the 8 hour response SLT.
The remaining 29 incidents were cleared within the 5 day SLT.
Reconciliation issues in June
There were no reconciliation issues in June.
5.8 Reference Data & Message Broadcast Service
No issues to report for July.
5.9 Security Service
Automated Key Refresh
The key refresh algorithm was turned off in April so no outlets have been brought forward for keyrefresh in July,
only those that are due a routine key refresh have been selected.
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.
Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
47 240 210 0
Query Days this YTD Contract Received YTD
month
702 5000 3884
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July 2007
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re
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
15 33 41 (e)
Witness statements provided 1 Witness statements YTD 3
this month
Days in court this month () Days in court YTD 2
Current Month and Forthcoming Court Commitments
Outlet Court location Comments
Date
Caledonian Road 16 July 07 Kingston Crown Court I Witnesses released
London Road 3 September 07 Reading Crown Court I Witness required
South Warnborough 10 September 07 I Winchester Crown I 2 witnesses required
Court
Ardgowan Road 10 September 07 I Kingston Crown Court I Witness required
Didcot 3 December 07 Oxford Crown Court Witness required
Updates to Previous Months Prosecutions
Outlet Comments
None received
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July 2007
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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
Implementation of T'S & OCMM I Improved Incident management capabilities I Development of Block 4 customisation
reporting toolset with automatically escalated calls, POL own I complete. IN
resolving group and ability to update calls in od
then seek eoding” o improved I Training / UAT scheduled in progress. 2 I PROGRESS
communication & reduced delay in I Phase of UAT scheduled to complete
resolution of calls. Improved reporting from I 97/08.
Incident Management system. Currently no showstoppers
Implementation 01/09 Go-Live: 01/09/07
Provision of ADSL modem to I itis proposed that the ADSL modem would I Modems have been distributed to
engineers to be utilised as a I be able to determine if there is ADSL I engineering and are being used at
diagnostic tool service to the MLB, which would clearly I present. ON
identify if there is a comms or hardware fault MONITOR
which is preventing online services. This
would reduce the need for a BU swap for I Monitoring to identify saving in BU swaps
diagnostic purposes, reducing time on site
for engineers and impact to branches.
FS Engineering supporting MLB I This would reduce the need for BT Retail to I CP raised and currently progressing
faults / internal wiring faults attend site for MLB faults / internal wiring I through impacting process
faults, which would speed up resolution IN
times and improve customer experience. PROGRESS
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
Cold Standby OpTIP Remote I Following the hardware failures on the RMGA is now nearing completion ofthe I IN
Gateway for Huthwaite OpTIP remote gateway in Huthwaite during I build and Live System Testing of the PROGRESS
July, and the concems raised regarding the I ‘Cold Standby’ OpTIP remote gateway
age of the hardware, RMGA have and are producing a set of instructions of
investigated the possibility of providing a how to invoke the gateway if required.
‘Cold’ standby gateway that could be held at
Huthwaite and invoked for contingency Its planned that this gateway will
purpose. eliminate the need for CT0593 -
itis planned that this gat lhetiminate I PSO-FSL_CRO1107_FS - FTMS Server
is planned that this gateway will eliminate I Faiture Contingency Process.
the need for CTO593 - gency
PSO_FSL_CRO1107_FS - FTMS Server
Failure Contingency Process.
Utilisation of Message To link Triole for Service (TiS) to the I CP has been raised andis progressing I ON
Broadcast Service for Horizon MBS and send automated I through the impacting process MONITOR
automated “email” electronic updates to individual branches on
communication to the branches I the progress of branch logged incidents.
for Incidents logged in TIS
" a0 This proposal has been discussed at high
level with Ref Data and the concept is
possible & is supported. POL are also
aware of & support the proposal, but require
details about cost
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July 2007 Giics
Service Improvement Benefit Progress to Date Status
Introduction of BT Health check I Change to the Incident Resolution process I Implemented
for online services faults’
oN
* Line Check MONITOR
* Whoosh test
* Hardware Swap
* BT Wholesale — engineer visit
* BT Health check
This will reduce the need for the referral to
Post Office & BT visit (via BT Global
Service) and is expected to save 96hrs
(average) of calls requiring Post Office
Referral.
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July 2007
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 June has highlighted the top 2 highest demand types as being Hardware and Software.
Trend analysis has shown an increase in total call volume for Hardware (+706) and a decrease for Software calls
(-225) from May to June.
During June, the HSD fixed 63% of calls received (11923) and this represented a slight decrease of 1.6% of total
calls from May.
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 May to June for ASDL (-181) calls however an increase
of ISDN calls (+154). We are changing the CMT desk structure to try and improve our mark clear time for all of
the calls by having more agents available for problem-fixing/diagnostics side of the team when we have the white
space on the reporting side of the team.
For Pin Pad errors, Hypercom have revised the HSD KELs to help frontline 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. The expected benefit of this initiative would be to
increase HSD first time fix on Pin Pad calls and also decrease downtime of a Pin Pad for the customer. The
volume of engineer 'No Fault founds’ could also be reduced.
desk worked along side Hypercom in reducing their incoming call demand by introducing remote tool:
S and saw a decrease in call demand. A future action will be to hold discussions with the
ervice desk to identify potential Best Practice for reducing pin pad calls.
For hardware demand, the highest call volume received is Counter Printer faults (approximately 5000 calls
received in June). Epson counter printer calls have increased this month due to the known ‘Blank receipts’ issue,
the root cause is under investigation by Epson.
The current HSD resolution is to perform multiple cleaning tests. HSD's first time fix rate for the Epson's remains
high. In July HSD received 2856 Epson printer calls, HSD were able to resolve 1066 of them. 317 were resolved
by performing a self clean test. Multiple self clean tests (usually 2-3 are needed) take about 1 Minute for HSD to
complete and resolve.
Another area of focus is regarding chase/repeat calls. Investigation has highlighted there is an even split between
A99 repeat calls and C45 repeat calls. Base unit A99 calls are the highest demand, while C45 calls are caused
by counter printer Issues.
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 increased during June and we will monitor this volume
during July to see if the trend continues.
A project monitoring Inappropriate calls between the HSD and NBSC desks has achieved its 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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FUJITSU July 2007
COMMERCIAL IN CONFIDENCE
OFFICE
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8 JULY SERVICE LEVEL PERFORMANCE
8.1 Horizon Service Desk
Ref SLT ARL Seqoe Otos Nqvo6 Dpcoe Jano7 ‘eb07 Imaro7 Apro7 May07 Juno7 Julo7 Aug07I
Horizon Service Desk
80% Calls answered within 30 seconds 80 7 9 9 83.6 82.8 89 89 80.4
8 ky
<10.0 Average Time to Answer <10.0 seconds
secs Es
<5% Calls not answered
100% Voicemail available outside HSD standard
hours 3
100% Voicemail calls raised next working day
0¢.0 0 00.0 00.0 3
>=85%I First Time Fix
13
95% Software incidents resolved by Reboot <=1
minutes 97.40 9 96.9 Be
100% Software incidents resolved by Reboot <=3( 29,90. 2! L4. S756. I 29.74.
minutes ur ur Ey [ 7 Tees 1 ey
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July 2007 Kap
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8.2 Engineering Service
Ref [sit] AR [Sepos I Octos I Novos] Deco] Jano] Feb Marp7___Apfo7___Mpyo7 __Juno7__IJulor_] Aug? —Sepo7
Branch Infrastructure ~ Gall to Fix
95% NO] Priority A - 4 hours (flexible structure) ae Bo O18 74S C21 cry 77, [Ts Ie 779
aT az 75%
95% No] Priority 8-8 hours (flexible structure) Tey Te 1 i 1 17 +0 ia 1
+ a
95% No] Priority C - End of Next Business Day (flexible structure 9381 03. ree ery 24 z 4 308
a 1 al a2 wi
100%] NO] Priority A-6 hours (flexible structure) ES Se TT 7 on rs $——ert 2a
[ GA “5b a2 fss.s I
100%] No] Priority B - 10 hours (flexible structure) 7 . :
I 4 iI Qt Nid Q2 [NA Q)
100% NO] Priority C - End of Next Business Day + 2 hours (flexible} 3TT ToT 3 WOT BIT Os. TET ¥. n WT.
structure) ar az ra
Postshop Engineer - Call to Fix
100%] NO] Critical incident within 8 hours
100%] NO] Non-crtical incident within 48 hours
Priority B targets have now ceased as agreed.
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8.3 Branch Network Service
Ret [sit] ARL ‘Sepf6_Octh6 _Nojos Defoe _safo7 Foo? __wpro7 pro? tayo? fund? _[vuio7 _Jaugo? _] sepo7
Branch Telecom Infrastructure Call to Fix
95% No. I Priority A - 4 hours flexible structure)
a
95% No_ I Priority C - End of Next Business Day (flexible structure)
box)
100% I NO I Priority A- 6 hours (flexible structure)
100% I NO I Priority C - End of next business day + 2 hours
Branch and Counter Availability
>98.80% NO I Branch Availability during the Critical Period
>98.53% NO I Counter Availability during the Critical Period
3
>99.43% NO. Jf Branch Availability during Post Office Core Day
93
299.13 LD J Counter Availability during Post Office Core Day
a3
Banking & Related Services Reliability
99% LD I Fixed Connection Reliability
a3
99% LD I ADSL Connection Reliability
TS
97% LD I Dialed Connection Reliability
TS
Priority C targets have now ceased as agreed.
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FUJITSU July 2007 fT
COMMERCIAL IN CONFIDENCE
8.4 Central Network Service
Cs ss I Boos Joctos I novos] Decoo] ven? Foor raw? [anor [mayo] snp? suo?
Tenor Avaneoity
>=99.99M% N A&L Network Availability
Q3
Banking Authorisation Agent Availabilty for E
Availabilty Period
<1] nq Number of PI outages >2 minutes for same bank
a3
<2] nf Number of Pt outages >2 minutes for ditferent bar
Q3
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July 2007
OS:
OFFICE
8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
Ret [sit] aay. Spe foctos I Novos] decd _Janpr jaro7__[ Apro7 I Mayor] Jund7 Julo7. A
Banking & Related Services Transaction Time
<=25 S40 15 I average time for Banking Transactions across Fixed,
Dialed Connections a3
DFD Outbound - APS All Clients
bo.s% I LD I APs transactions delivered by 23:59hr Day B
a3
7.5% I LD I APs tansactions delivered by Day C
as
be.s% I Lo I aps tansactions delivered by Day D
as
100% to I APs transactions delivered by Day J
a3
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July 2007 APOST™
FUJITSU “Ny OFFICE
COMMERCIAL IN CONFIDENCE
8.5.2 Data File Delivery - LFS
Ref SLT ard Sepfs Oc}os Novos ~—pecos- I Jano7 I Febo7I Maroy — Aprd7 Mayo? — fino? fJulo7—Augo7
DFD Outbound LFS
97% NO} Confirmation of pouch received at Branch by 22:00
a3
97.2% LO] Confirmation of pouch received at Branch by Day B
Q3
100.09 NO} Confirmation of pouch received at Branch by Day I
a3
97% NO] SAPADS Pouch collected from Branch by 22:00hr Ofy A.
3
97.2%{ NO} SAPADS Pouch collected from Branch by Day B
a3
100.0 N SAPADS Pouch collected from Branch by Day I
3
96.25 NO} Daily Cash on Hand details to SAPADS by 23:59hr J
a3
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SERVICE REVIEW BOOK
July 2007
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OFFICE
8.5.3 Data Delivery - POL MIS & POLFS
Ret I sit] ari Sep0s I _octog Dedps vapor Fppo7 _Iraroy I Apro Juno7]Juio]—Augo7 sey
DFD Outbound POLS
96% I No] Transaction records to TIP gateway by 09:00hr Day 8
a3
97% I No] Transaction records to TIP gateway by 09:00hr Day C
Qs
08% I No] Transaction records to TIP gateway by 09:00hr Day D
Q3
100% NO) Transaction records to TIP gateway by 03:00hr Day J
Qs
DFD Outbound - POLFS
96% NO] Transaction records loaded to configured POLFS by 0)
Day B Q3
97% NO] Transaction records loaded to configured POLFS by 0f:30hr:
Day © Q3
98% I No] Transaction records loaded to configured POLFS by 0
Day D Q3
100%] NO] Transaction records loaded to configured POLFS by I
Day J 29.9 Q3
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SERVICE REVIEW BOOK
July 2007 Pct N
OFFICE
COMMERCIAL IN CONFIDENCE
8.5.4 DFD Outbound —- Reconciliation, HR SAP, CTS & PO Client Files
Ref SLT ARL Sepos of tos. vos ecos. «= pano7 = rebo7 =I maro7 I Apro7 I mayo7 I Juno7] suo7] Augod sepo7
DFD Outbound Reconciiaion & Seulement Reporte 1 TF
gateway
No I Delivery by 08:05hr Day 8
ia
100% I No I Delivery by 12:00 (ater failure in FS domain) or by 18:00 (4 bor ce ee oe oreo
failure of DRSH or TES)
DFD Outbound - Reconciliation Files
<=2 NO Number of failures of REC file delivered to CAPO daily by
03:00hr a
No
Number of failures of REC file delivered to A&L daily by 03: lo3
100% NO REC files delivered to CAPO by 16:00hr on Day B
fas
100% NO REC files delivered to A&L by 18:00hr on Day B
fas
DFD Outbound - HR SAP
100% I Lo I HR SAP detivered to the POL gateway by 21:30nr on the Fday
preceding the pay run date iT
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July 2007
KG
peer,
OST™
OFFICE
FUJ00152274
FUJ00152274
8.5.5
DFD Inbound — LFS & Transactions Corrections File Delivery
Ref SLT ARL Sqp0s tos.» Novos = pecos-— Jano? J Febo7 I maro7 I Apro7 I Mayo7I Juno7] Juio7} Aug’
DFD Inbound - LFS
90% NO] SAPADS Planned Orders delivered by 08:00hr on Day A
Lexy
96% ARL I SAPADS Planned Orders delivered by 12:00hr on Day A
Delivery of transaction correction records to Branches
available at 23:59:59hr Day A
90% LO I Transaction corrections available by 08:00 on Day B
96% LD I Transaction corrections available by 12:00 on Day B
Q3
100% LO I Transaction corrections available by 23:59:59 on Day J
a3
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July 2007 POST
FUJITSU “Ny OFFICE
COMMERCIAL IN CONFIDENCE
8.5.6 Central Systems, POLFS & TES Availability
Ref SLT ARL Sepoe Octo¥ Novo} Dec0} Jani Febq7 Mard7 Aprd7 Mayp7 Junp7 Julp7 ‘Augo7 Sepo7
Central Systems Availal
NO J Outages in Core Hours where the Core Solution is unavailable] 0.0 0.0 0 0.0 0.0 0.0 0.0 0 0 0 0.
core hrs at >10% of Branches per SLT year a4 0.0 at 0.0 a2 0 a
<8 I NO outages in Core Hours where the Core AND Banking Solution II 0.0 0.0 0.0 0.0 0.0 0.0 0 0 0 0
core hrs are unavailable at >10% of Branches per SLT year 0.0 0.9 0 a
4] NO [outages in Core Hours where the Core Solution AND Other 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0 0 0 0
core hrs Services are unavailable at >10% of Branches per SLT year 0.0 0.0 0 Lexy
POL FS Availability
98.5% I No [POL Fs Availabilty
>=4 NO J POLFS shail not be unavailable to users on any single occasi 7 f
hours during the service level management period
Transaction Enquiry Service
99.75%] NO I TESQA availabilty between 07:00hr and 22:00hr for SLT
calendar year
97% NO I Transaction received in the data centre between 07:00 and }
20:00 daily will be available within 15 mins on TESQA
100% NO I If TES fails transaction received between 07:00 and 20:00 will
be available within 2 hours on the TESQA
100% I NO I Transaction received in the data centre between 20:00 and
22:00 daily will be available within 40 mins on TESQA oa
100% I NO Jit TES fails transaction received between 20:00 and 22:00 will
be available within 2 hours on the TESA on
100% I NO I Transaction received in the data centre between 22:00 and
07:00 daily will be available within 4 hours on TESQA Q3
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FU ] ITSU July 2007 ‘Post
COMMERCIAL IN CONFIDENCE
8.6 Reference Data Service
Ref SLT AR] Sepos qctos INovO6 Dec06 Jano’ Febq7 Mqr07 Apro7 Jun07 Julo7 Aug
DFD Inbound - APS Tariff da
96% Nq APS reference data delivered by Day B
Q3
97% Nd APS reference data delivered by Day C
Q3
98% Nd APS reference data delivered by Day D
Q3
100% Nq APS reference data delivered by Day J
Q3
DFD Inbound - Reference Data
96% Nd Reference data delivered by Day B
Q3
97% Nd Reference data delivered by Day C
Q3
98% LI] — Reference data delivered by Day D
Q3
100% L Reference data delivered by Day J
a3
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APOST™
OFFICE
8.7 Reconciliation Service
Ref SLT AR} Sepoe actos lov06 Dec06 Jano7 Feb07I Mart Aqro7 jayO7 Juno7
95% N BIM report issued within 5 working days
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Julo7 — Augt
a3
a3