FUJ00152281
FUJ00152281
SERVICE REVIEW BOOK
FUJITSU January 2008 ree)
COMMERCIAL IN CONFIDENCE
Fujitsu Services Royal Mail Group Account
Service Review Book
January 2008
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Document Control
Title:
Abstract:
Status:
Distribution:
Author:
Approval Authority:
Service Review Book — January 2008
This document contains a summary of the Monthly Service Performance Statistics
for the period 1 to 31° January 2008
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 & Suzie Appleby-Robbins, Fujitsu Services, Royal Mail Group
Account: Service Delivery Unit
Wendy Warham: Fujitsu Services, Royal Mail Group Account: Service Director
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FUJITSU January 2008
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CONTENTS
1 MANAGEMENT SUMMARY u...cssssscssssssssssssstssttssesssusstsstasstustsusstastissiissnstist 5
2 INCIDENT OVERVIEW....u.cssssssssssssssssssssstasssstisssusstasiisstusssisetusiisstussiisstnstit 7
3 BUSINESS CONTINUITY .....cccscscsssssssssssssssssttnssetsssttnsetssttussstssttusnetnssetnsettnaseast 8
3.1. BUSINESS CONTINUITY TESTING
3.2 I FORTHCOMING TESTING .......
3.3. BUSINESS CONTINUITY PLANNING....
3.4 BUSINESS CONTINUITY INCIDENTS AND ISSUES
4 COMPLAINTS ......c.sccessesesecsesesesssessseesnsssessssessnsnsessasstsnsssnsesssesssssnsessssseassnsesscssenssesesesaneseaeees 9
5 SERVICE SUMMARY........ccccsesssessesssetsesssesssnsseesssnsnsneesssssssssnenssueseaesneaesesueasseeaeseaeeneaeenens 12
5.1 HORIZON SERVICE DESK........
5.2 ENGINEERING SERVICE .....
5.3. BRANCH NETWORK SERVICES / CENTRAL NETWORK. 12 B
5.4 OPERATIONAL BRANCH CHANGE SERVICE 1B
5.5 SERVICE INTEGRATION SERVICE.......
5.6 DATA CENTRE OPERATIONS SERVICE / DATA FILE TRANSFER
5.7 RECONCILIATION SERVICE
5.8 REFERENCE DATA & MESSAGE BROADCAST SERVICE........
5.9 SECURITY SERVICE
6 SERVICE IMPROVEMENT........scscsssessesssesessesesssersnsnsnessesssesnsnsnesssacsssnsesssaessseenescaeesaeeneas 22
7 SENSE & RESPOND........ccsscesssssesnssenssssassesssecsssnsscsesecsesenssssacsesesneassseneseanencseseeneanenenees 24
8 DECEMBER SERVICE LEVEL PERFORMANCE .........cccsssssssssssssssseenseseestseesseteesesteseetes 25)
8.1 HORIZON SERVICE DESK........
8.2 ENGINEERING SERVICE .....
8.3 BRANCH NETWORK SERVICE .
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8.4 CENTRAL NETWORK SERVICE.
8.5 DATA CENTRE OPERATIONS SERVICE.....
8.6 REFERENCE DATA SERVICE...
8.7 RECONCILIATION SERVICE ....
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FUJITSU January 2008
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1 MANAGEMENT SUMMARY
Within the Fujitsu Services domain for Jan 08 there were no Major Incidents and 3 service-affecting incidents, 2
incidents relating to VIP sites and 1 further service-affecting incident outside the Fujitsu domain, detailed in the
incident overview below.
Branch and counter availability continue to remain above target at 99.80% and 99.50% respectively. The pilot of
the revised Engineering service targets has continued, and has seen improvements in all areas from December,
despite the challenges faced with incidents with Triole For Service and the OTI links. These issues have now
been resolved and service on TFS has been stable for a number of weeks. The focus remains on improving the
Response times, which will enable the overall fix times to meet target.
194 OBC changes were delivered in the month, with no failures.
There were no failures on Post Shops in January.
The helpdesk Service Level Targets that failed in December, calls answered within 30 seconds and calls not
answered, have had normal service restored in January with both achieving above target performance. The first
five new agents are now trained and working on the desk. There is still recruitment and training under way to
deploy a further 6 to make up the remaining shortfall.
The overall number of complaints logged with NBSC has decreased in January. Fujitsu Services complaints
owner and Post Office Limited complaints owner have met to re-instigate the full review process agreed in May
2007 and as such we will expect the dashboard to show an increased number of complaints going forward. This
process is now working, with Fujitsu Services investigating all complaints passed to them, whether “for
information only” or not. This will allow greater focus on areas that require improvement.
No branches failed the Day J targets.
Significant activities from the Service Improvement Plan are included in this review book. A number of the
branch improvements have been in pilot and demonstrated positive results, and these will be rolled out in
agreement with POL over the coming weeks.
Fujitsu Engineers are now replacing the Master Line Box face plate, which has enabled us to resolve a number
of calls which previously required Post Office Limited intervention with BT. This is expected to provide significant
cost savings in this area.
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Executive Dashboard
January 2008
re)
FUJITSU
4 Logged calls to HS0 from Live Sites per month
e000
2 Calls answered by HS0 within 30 seconds
‘up? Sop07 06.07 Nov? Owe? san. 08
TSI Revote easton mmm Ore resouton
[
4. Branch & Counter Availabilty during Post Office
so cote bay
‘Aug-07 Sep-07 Oc0? Nov-07 Dec? Jen-08
5. Data delivered to APS Outbound Day 8
Calculations to be confirmed
‘Aug Sep07 OHtAT NovsT DeooT dna
Tete
7. Complaints
From June 07 POL
have changed the
way complaints are
handieg
8, Branches with no trading /no online service
trading capabitiy
8, Success Rates of combined Online Transactions
100% Scie
9%
90%
‘Aup-0T Sep-0T Oc-07 Nov-07 Deca? 1anoe
om
oga” Sepo7 c.07 Now? ne.0? ” dan
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FUJITSU January 2008
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2 Incident Overview
Summary: Within the Fujitsu Services domain for January 2008, there were no Major Incidents.
There was 3 further service affecting incident within the Fujitsu domain.
There were 2 incidents affecting VIP sites.
There was 1 further service affecting incidents outside of the Fujitsu domain
Major Incidents: None
Other incidents in Fujitsu Thursday 3” January. An IP stream failure occurred, affecting up to 190 branches
Services domain: from 13:35 to 15:45. The incident was due to a BT ATM node at Ealing. Investigations
undertaken by BT supplier Alcatel and node reset. Service restored to all branches by
15:45. Call 89854 refers
Monday 7" January. A loss of the APOP web service occurred from 14:13 to 15:15
due to the incorrect application of a Release Note during normal operational hours to
the APOP database. Corrective actions now in place by Release Management to
ensure verification of the install time is correct and no release to the “Live” service
during the operational day. Calls 92416, 92461 & 92476 refer.
Thursday 24" January. The PAF service was experiencing an occasional
degradation of the service. The problem was first identified on the 24" when
the PAF servers were re-loaded by Tivoli. The PAF service suffered a dip in
performance on 28th. This was followed by further degradation at 15.09 hrs
on 29th and later appeared to freeze. This resulted in the PAF service being
unavailable at 16 20 to 16:24 to all branch counters for 4 minutes. There have
been continuing daily conference calls monitoring and corrective actions
taken. A report has been generated and daily updates are being provided to
POL. Call 108737 refers
VIP sites affected this month: Thursday 3" January. VIP site Hartlepool 011327 Loss of On-line services from
08:30 to 10:00. Gateway replaced. Call 89025 refers
Wednesday 16" January. VIP site Antrim 004702, lost on-line services at 10:31, as
ADSL circuit became intermittent. It took awhile to switch over to the ISDN back up
service. On line services were restored at 11:02 on the ISDN back up. ADSL service
restored on Friday, problem believed to be with BT who lost ADSL service over a wide
area. Call 10094 refers
Incidents that were outside Monday 14" January. Link failures were noted on the “B” Link to Wigan for 7
the Fujitsu Domain: minutes, from 14:13 to 14:19. There were 1107 failures within 1320, a failure rate of
84%. Networks investigated and could see no failures reported at the firewall level.
SSC investigated from an Agent perspective, and there were no agent failures, but
the agent had noted the PI! errors. Can only assume the incident was due to an
incident on the WAN owned by Link, although Link initially reported no failures seen
by them. Call 99086 refers.
Average LDs - SLT hours
Date of sa e Associated
licident Description of Incident Nea oan iy Counters / Branches calls to HSD
03/01/08 IP Stream failure. BT ATM 329/134 713/291 TFS 89854
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3 Business Continuity
3.1 Business Continuity Testing
The POL-FS sub-test 28.5 operational test was successfully conducted on Sunday 3” of February.
The Service Desk test, which was scheduled for the 16" of January, has been postponed until late
March/early April.
3.2 Forthcoming Testing
The HNG-X Business Continuity walk-through week of activity is planned to commence on Monday 11"
of February.
3.3 Business Continuity Planning
The first drafts of HNG-X test scripts have been written and distributed to attendees in preparation for
the HNG-X Business Continuity walk-through week.
3.4 Business Continuity Incidents and Issues
There were no potential or Major Business Continuity Incidents during January.
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4 Complaints
During January 108 complaints were made to NBSC about Fujitsu Services. Of these, 42 were resolved by
NBSC or were duplicate complaints, and 66 were passed to Fujitsu Services. 25 required formal investigation,
and the remaining 41 were sent for information only. These complaints break down as follows:
41 complaints were in relation to engineering services and equipment. 15 were considered justified, 2 were
unjustified, and none are outstanding. 24 were sent for information only.
8 complaints were in relation to online services. None were considered justified, 2 were unjustified, and 2
are outstanding. 4 were sent for information only.
17 complaints were in relation to HSD. 3 were considered justified, 1 was unjustified, and none are
outstanding. 13 were sent for information only.
Resolved by NBSC first line/
duplicate complaint
@ Passed to Fujitsu FIO
41
Considered Unjustified by
Fujitsu
42 5 Considered Justified by
Fujits
2 18 ose
@ Still under investigation
Top 3 Areas of Complaints forwarded to Fujitsu Services
Engineer Complaints
There were 12 complaints which were considered to be justified in January. The majority of these complaints
were caused by engineering delays in getting to site within SLA. This issue is being addressed both within
Engineering and HSD to ensure that calls are attended within SLA and that Post Masters are kept better
informed of ETAs.
HSD Complaints
There were 3 justified complaints about HSD. These complaints were due to agents not following the correct
resolution procedure and hence not picking up faults which could have been resolved over the phone, rather
than requiring an engineer visit. These agents have had reminders of the correct fault resolution process. The
unjustified complaint was about SLAs.
Online Services Complaints
There were no justified complaints made about online services in January. Both unjustified complaints were due
to online services being impacted by line ceases.
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160
140
120
100
80
60
40
20
0
Aug-07 I Sep-07 I Oct07 Nov-07 I Dec-07 I Jan-08
@ Equipment & Engineering 45 28 58 38 148 4
@ Online Services 14 9 12 20 21 8
QHSD 0 6 12 9 51 17
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Historical Breakdown of Complaints Data
Total number of
complaints logged
against Fujitsu
Services
Jun07
128
Jul 07
143
Aug 07
86
Sep 07
77
Oct 07
82
Nov 07
67
Dec 07
220
Jan 08
108
Exclusions (duplicate /
inappropriate)
22
19
59
17
Total number of actual
complaints
“106:
124
Pee
59
82
220
1
Complaints passed to
POL Customer
Relations
97
25
Complaints excluded
by POL Customer
Relations (duplicate /
chaser)
Total number of ©
complaints —
investigated by POL
Customer Relations
97
25
Number of complaints
passed For
Information Only to
Fujitsu
nla
nla
37
69
42
28
42
67
Number passed to
Fujitsu Services for
formal investigation
77
99
16
25
Number considered
justified by Fujitsu
Services
38
36
18
As the complaints process has changed, reported figures from June 2007 onwards appear differently.
x No figures have been provided by POL.
nla ‘Information Only’ complaints not forwarded by POL to Fujitsu in June and July. However these have
been submitted since August
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OFFICE
5 Service Summary
5.1 Horizon Service Desk
January saw an increase in all call categories compared with December. In particular, Hardware call volumes
increased by approximately 400 calls, Network by 300, and Software by 150 calls. The volume of Inappropriate
calls increased by 500, an increase of over 50% on the previous month. It is believed that the high volume of
Inappropriate calls is caused by multiple Inappropriate calls from individual sites, and these sites are being
tracked in order to pass this information to Post Office Limited for investigation and education. It is also possible
that if PMs are unable to get through to the NBSC, they believe that they can be put straight through by HSD.
This potential cause is being investigated.
Calls logged by Branches
18,000
16,000
“ee gos...
12,000 4 I -_
10,000 basil Y
£
3
8,000
2
i 6,000
@ 4000
2,000
° eee Oe ee Oe :
Jan-o7 Feb-07 Nard Apr? MayO7 un? -—«wlT-—«AUGOT—«SepOTOxtOT Now?’ Dec OT
Month
Change D_Environmental 3dardware
inappropriate CCOUNBSC Referral Network
Gil Reference Data Ga Security C7 Software
(Other Queries (Branch Network Resilience ne Shot Passwords
(imi Postshops GB Kiosk —— Monthly Call Limit
SS a TT
; = #5 a a a ct
7 i 7 t 7 a 7 0 zy a
7 37 ra zr 7 3 = a 3 zz a oe
ce a
a eV VV VC
a CC VV
Tr Ie an a 38 a VC VD
oe nc ne a ne Tse i ca a 5
a
7 7 7 7 T 7 a 7 7 a f 7 f
€ 7 7 an a 7 7 2
ee cc Zc Vr
5c IL a TL
-
otal Cale wexs0 I 15500 I sv000 I 5010 I sesa I oro I touon I rosso I scars I 1ooea I sosor I s21oa I 10050
Srnonth meng average exo I tsar I voare I 15000 I soa0 I seco I 15000 I oreo I tore I 1550 I issor I 1a0or I tre
ony Cal unk vaca I 12000 I 1s000 I 12000 I 12000 I 12000 I 12000 I 12000 I 12000 I 12000 I 12000 I 12000 I 12000
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Non-Branch Calls
This graph shows central infrastructure and branch system monitoring capabilities.
3,200 .
2,800
2,400
5
3 2,000
2
5 1600
a
5 1,200 ~ ~ ——— ——--- ~
2
800 ~
400
0
Sepo7 Octo Nov?_—Dec.O7~—dan08—~Feb08——MarOB I Aprd8 = May-08 und uO Aug-08 «Sep 08
Non Polling Operational @Change
@Security Software Branch Network Resilience
{system Management Centre Closure Gall other incident types.
ES EA TEA AS TT CT ES
Branch Newor Restence 223 51 748 Ta il
Ghange 72 Ey co 76 I
Secunty EJ 3 ee Es 77
Sofware Toa ic or a3 ior
Closure 213 240 7a 236, 248,
SystemManagement Cente 237 eat 734 550) B44
Sperational 20 31 ar a2 Ec
‘Ron Pati 729 73 709 315 Tat
Biaher nedent eS 138 360 2a Ea 703
Total Calis 7saz I 3076 I 2732 I 20 I 3342
These calls are logged by SMC, OBC or others. Branches are not negatively affected by this proactive work.
The increase in non-branch logged Change calls is the result of OBC engineering visits for ISDN to ADSL
migration fault detection, as well as OBC engineers attending “Core” sites during the tail end of the Epson
printer project. There has also been an increase in SMC-coded calls, which is in line with annual trends
Review of HSD SLTs
Actual Recalculated
Calls Answered within 30 seconds (Target 80%)
Calls Abandoned (Target 5%)
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FUJITSU January 2008
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5.2 Engineering Service
January saw a general increase in the number of calls logged, although this was in line with annual trends.
There was a total of 695 A priority calls logged during this period, and there was an improvement across all
SLT measures during January.
January saw a number of issues relating to the OTI and Triole for Service systems, and having to revert to
manual processes caused a certain level of desk inefficiency. Fixes to the systems have been implemented
where possible.
We carried a high number of calls into January which directly affected our ability to meet our SLTs. These
calls were taken into the month due to resource challenges both in the field and on the desk.
Call volumes, as expected, increased in line with annual trends. January saw a significant increase in A
priority calls (400 Peripheral and 400 Base Unit) which required additional focus and additional desk
intervention. This challenge meant that engineers were diverted more frequently in order to attend high
priority calls and subsequently did not attain the same productivity levels as in previous months.
The table below shows our conformance levels following the fourth month of the trial.
SLT ]_ARL Oct-07 _] Nov-0? I Dec-07 Jan-07
[Base Unit A Priority Calis
osx I no RESO: anc tnd tra saris (scx Hes Meck wae
95% NO IPriority A - 3hr Response 84.40% 90.9% I 85.4% 87.1%
90% NO [Priority A - 6hr Incident to Fix 88.90% ees 81.9% 86.10%
95% I NO [Priority A- Subsequent 3hr Response 87.50% I 75.60% I 62.5% I 67.4%
Peripheral A Priority Calls
Priority A - 8hr End to End Service (Back
95% I No IPriority A- 3hr Response I 94.0% I 38.40% 93.50%
95% I NO [Priority A - 4hr Incident to Fix 94.50% I 93.8% I 88.40% 92.30%
95% I NO JPriority A- Subsequent 3hr Response 55.60% 0% (3 calls)I66.7% (6 calls)
95% NO IPriority C - End of Next Business Day 86.4% 91.2%
100%] NO ee Business Day + 2hrs I 96.20% I 97.1% I 88.4% 92.50%
The engineering desk has undergone a personnel refresh and restructure, and Fujitsu continues to deliver
training presentations to new starters. The MAC desk now proactively chase the engineering desk for VIP
branch-logged calls to ensure that focus is optimised.
An off site build was performed for Stockbridge Post Office (217824) with the help of St James Crown
Office. Leven Outreach was provided with a free upgrade in communications service type to resolve an
ongoing issue.
Work on the CTO Pin Pad rig was completed, and we worked closely with POL to ensure that a number of
CTO non SLA incidents were attended during January, fitting in with POL training schedules.
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FUJITSU January 2008
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<
POST
OFFICE
Branch Calls which resulted in an Engineer Visit
Please note this graph reports the number of completed engineer visits during the month which were initiated by
a Branch call. The Product type is reported from the D1 engineering system but the numbers do not include any
re-visits made against the original call.
7,000
6,000 = : —
5,000 +
8 4000 =
Fa .
© 3,000
3
2,000 =
1,000 + it
land? "Feo? Maro7——Apro7——May07. Jum? «WuhG?—ANgO7 © SepsO?—OLROT-——Nav7?——Oas07 Jane
Month
(@BBar code readers (Base units CoOkKeyboards (Screens
(GaScreen PSUs (lM other items a1ithaca Printers (Epson BO Printers
CIOkKk' printers Pin Pads (AMobile units (lm Epson counter printers
G@aaVans Monthly Call Limit
Jan-07 I Feb-o7 I Mar-07 I Apr-07 I May-07 I Jun-o7 I Jul07 I Aug-07 [ Sep-07 I Oct-07 I Nov-07 I Dec-07 I Jan-08
Barcode readers 200_I 262 I 204 I 29 I 225 I 26 I 248 I 264 I 204 I 269 I 276 I 212 I 335
Base units wa_I_aa7_I 405 I 507 I 461 I 806 I sor I aoa I «or I «06 I avs I 640 I 27
Luggables 2 u a7 29 3 2 2 a7 3 El 2 38 a7
Keyboards eer_I oss I 02 I sor I 519 I o50 I 579 I sve I «70 I 75 I om I 523 I 777
ithaca Printers 3033 I 2678 I 2605 I 2515 I 2307 I 211 I 1495 I 776 I 250 I 20 16 10 6
Epson back office printers 2 o 0 5 x X x o X x x x o
Epson counter printers 25 ia] 256 I 330 I 500 I 008 I sve I 60a I 020 I soa I 578
OK printers se_ I sao I ots I 505 I o77 I 50 I sa7_I se2 I oo I «7a I «07 I «01 I 538
Pin Pads ooe_I ses I 7a I oor I om I 71s I 7s I reo I cor I om I 04 I s79 I 7165
Screens vai_I 030 I 776 I 535 I sae I sa8 I 7m I vos I am I oa1 I sos I 565 I 523
Screen PSUS 36 I 508 I sm I 467 I 202
other tems 3 o 7 ro 7 a7 # s I I I oo I 1 I
Vans 7
TOTAL 6815 5853 6493 5746 5629 5603 5479 4996 4146 4425 4433, 4107 4744
‘Average Daly Visit Rate 264 I (206, I 265) I 274 I 205 I 238) I 228) I, 208 I tes I a77.I 185) I tet I) 198
ony Cal Lit ers] _se75_I 2075] sors] o075_I 07s J sors I 2075 J sors I 2075 I 075 J sors I 075
Please note the addition of an extra category for Engineer visits to Van Branches. All Van visits are included in
this category, and details showing the item repaired or replaced are supplied below ;
aA: Branch Van name Product Category Repair
reference
(99002 329604 North Wales PATTM- ‘Epson Counter IRO1 Engineer visit - Unit
Van J7100PTR Printer replaced
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5.3 Branch Network Services / Central Network
5.3.1 Branch Network Services
During January 1062 were calls logged across all Network Types into the HSD.
In total 44 calls failed to hit the 4 hour priority SLA, resulting in 95.9% SLT conformance. 85% of these failed
calls failed as the result of delays at HSD or the Engineering desk. This emphasizes the need for us to continue
to bridge the gap between the two teams.
The Branch Network Services Troubleshooting Guide is nearing completion and now incorporates several other
process documents in order to allow engineers to diagnose faults more accurately when attending a site.
Ultimately this will drive down the number of repeat engineer visits and will help to reduce the average age of an
Online Services call.
The ISDN to ISDN2e roll out commenced during January and, through proactive management between Cable
and Wireless, BT and CMT, we suffered no significant impact to service and the roll out is considered to have
been a success.
After analysing problematic calls, we have implemented a service improvement in which a BIM visit is combined
with a BT SFI visit. This joint visit allows for a speedier identification of faults, which leads to a reduced
resolution time. Recent examples of the success of these visits can be noted in cases such as Maple Cross and
Cemetery Road in Barnsley, where we were able to either identify or even resolve the fault during the joint visit.
Going forward, we expect this practice to reduce both call age and call volume.
As a result of measuring the GSM usage over the previous month, we picked up an action to recover GSM
modems from branches which have not returned them following on line services being restored. The GSM
recovery process will shortly be reviewed in order for it to become more proactive. A sweep of all branches
currently showing as having GSM modems is underway to ensure that those which are still in the field are in fact
in use.
The BT referral process is now in use at the CMT desk, which has enabled us to progress a number of incidents
more efficiently, which in turn reduces call duration. The NTE2000 faceplates have now been distributed to
engineers who have been given training. This has allowed us to retrieve a number of calls previously referred to
POL. We are currently monitoring the use of these faceplates in order to measure the effectiveness of this
service improvement.
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5.3.2 Central Network
The Access Layers for ADSL (IP Stream), ISDN (Metered) and VSAT branches remained extremely stable
during December. The ATM node incident at Ealing affected multiple BT Wholesale broadband customers and
was in line with the expected characteristics of BT Wholesale’s network design.
On the EDG2 D/R we are awaiting the results of the ‘Zinc Whiskers’ testing being performed by CSC before
they will allow the server into their Maidstone datacentre. Once complete the remainder of FTMS based AP
Clients (ISDN and Leased Line) can be migrated to EDG in preparation for HNG.
BRANCH & COUNTER NUMBERS at Month End
Live Branches
13,828
Live Counters
33,968
15,000
Live Branches by Service Type
10,000
5,000 iI
0
Feb-07 Mar-07 Apr-07 May-O7 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08
mIPStream =DataStream mISDN mVSAT @PHUsites
Feb-07 ‘Mar-07- Apr-07- May-07 I Jun-07 JuLo7_ ‘Aug-07 I Sep-07 Oct-07 Nov-07 Dec-07 Jan-08
iPStream 7211 12,296} 12,709} 12,748) 12,928) 13,031) 13,091) 13,114] 13,130] 13,134) 13,141] REREE)
[DataStream 5.402] 365] 40] 1 5 ol ol ol oO ol o iy
ISON 1374] 7.310] 1.205] 7. tea] 7,009] Ea Ea) Ei 774] Tai 725] Sia
IVSAT 7 60] 61 60] 61 61 @2I @2I ot 60] 60 60)
PHU sites 20} 20] 24
[TOTALS Taosa] Taos] ta ore] 14 00a] 1596] 13,983] 13,993] 1a.se7] —1a,Be5] 13,955] 13,950 15,828
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5.4 Operational Branch Change Service
Mars I Ape) Mays") dun Aug IS Nov" Dec” dan
7 ror aor oF or 08
196 I 154 I 080 I 120 I 440 I 000 I 000 I o00 I 120 I 000 I 000
% % % & I % % % % % % 1.20%
TOTAL
FAILUR
(oumber) 2 3 2 4 3 ° ° ° 1 o ° 15
GROWN
BRANCH 0.00 I 0.00 I 000 I 00 I 000 I 000 I 000 I 0.00 I 000 I 000 I 000
FAILURES (0%) % % % «I x % % % % % % 0.00%
CROWN
BRANCH
FAILUR
(umber) 0 ° 0 ° ° ° ° ° ° ° ° °
NUMBER OF
CHANG
DELIVERED ssa_I 60 I so I o I 75 I ao I ws I 125 I oo I ao I io 1216
NUMBER OF
CHANGES
ve I es I irs I ss I os I oe I io I i I o6 I as I iva +120
ss Ie I se I sr I oo I ss I v7 I o5 I ot xs I « 760
-
FAILURES -
CLOSURE: 196 I 154] 089} 180} soo} 000] 000] oo] 160) 000] 000
TARGET (2%) % % % % % I % % % % % % I 1.80%
Failures
None
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5.5 Service Integration Service
5.5.1. Post Shops
Both of the Post Shop SLTs were conformant.
Week 1 Week 2 Week3 Week4 Week 5
Monthly
Totals
January
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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5.6 Data Centre Operations Service / Data File Transfer
The LFS Planned Orders file was impacted by a batch schedule failure in the Prism domain. The inbound file
from SAPADS was not received until 10:42 (usual time approx 03:00) which delayed the delivery of files to
branches. TfS call 116567 refers.
5.6.1 Day J Failures
There were no Day J failures in January.
There were 47 reconciliation incidents cleared during January. This is 18 more than that reported in December.
There were 4 priority incidents cleared within the 8 hour response SLT.
Of the remaining 43 incidents, 42 were cleared within the 5 day SLT and 1 late due to attendance at the BLE
Workshop on 22"° January 2008. The increase appears to be due to more customer/client enquiries being
raised.
Reconciliation issues in January.
There were no reconciliation issues in January.
5.8 Reference Data & Message Broadcast Service
No issues to report
5.9 Security Service
Automated Key Refresh
An average of 32 branches a day were selected for key refresh this month resulting in a total of 1005 branches
being targeted for refresh. The key refresh algorithm was turned off on the 25th April.
Manual Key Refresh
The latest TK key for the KMA, DCSM and DCS servers were successfully installed on to the servers at Wigan
and Bootle in January.
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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Audit Retrieval Queries (Litigation Support)
Received this month YTD Contract Received YTD Outstanding
68 600 580 1
Query Days this YTD Contract Received YTD
month
1504 12500 11257
Banking Record Queries
Received this month YTD Contract Received YTD Outstanding
19 83 160 0
Witness statements provided Witness statements YTD 15
this month
Days in court this month Days in court YTD 2
Current Month and Forthcoming Court Commitments
Outlet Date Court location Comments
Didcot 7 April 08 Oxford Crown Court Witness notified
London Road Mar 08 Reading Crown Court Witness required
awaiting notification of
date
Updates to Previous Months Prosecutions
Outlet
Comments
None received
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<
POST
OFFICE
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 lus
FS Engineering supporting I This would reduce the need for BT Retail I Training has been completed and the units I COMPLETED
MLB faults / internal wiring I to attend site for MLB faults / internal I are now in the field, We are awaiting data
faults wiring faults, which would speed up I to confirm how effective this service
resolution times and improve customer I improvement has been
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
Utilisation of Message To link Triole for Service (TIS) to the I CP has been raised and is progressing N
Broadcast Service for Horizon MBS and send automated I through the impacting process. Meeting I PROGRESS
automated “email” electronic updates to individual branches I held with TIS development to initiate
communication to the on the progress of branch logged I technical discussions
branches for Incidents logged I incidents.
inns This proposal has been discussed at high implementation in 2008, ns
level with Ref Data and the concept is
possible & is supported. POL are also
aware of & support the proposal, but
require details about cost.
Addition of Horizon button to I This button will enable HSD to advise the I The pilot was successful, Rollout to the I IN
reload Pin Pad reference I branch how to fix corrupted reference data, I entire estate will take place shortly PROGRESS
data in turn reducing associated engineer visits
and enabling resolution at the Helpdesk
and improved PM satisfaction.
Provision of Card Cleaners to I Post Masters will be able to clean the I A pilot in which 200 branches used the
branches magnetic stripe readers on the keyboards I card cleaners was very successful
and the Chip and Pin readers on the Pin IN
Pads before deciding the Pin Pad or I Negotiation on cost benefit Is ongoing PROGRESS
Keyboard has a faulty reader and
contacting the HSD. This will result in a
reduction in Pin Pad and Keyboard call
volume.
Provide branches with spare I The ability to swap out bar code readers I A pilot is planned in which branches I ON HOLD
Bar Code Reader heads. would result in improved counter I logging a Bar Code Reader fault will have I PENDING
availability and a reduction in engineer I the option to receive a Bar Code Reader I BUSINESS
visits and associated costs. by Special Delivery which they can then fit I CASE
themselves with assistance from HSD.
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Service Improvement Implemented
Cold Standby OpTIP Remote I Following the hardware failures on the A ‘Cold Standby/Emergency’ OpTIP I COMPLETED
Gateway for Huthwaite OpTIP remote gateway in Huthwaite Gateway for the Post Office Limited
during August, and the concerns raised Northern Data-Centre has been installed
regarding the age of the hardware, RMGA._I and is on standby,
have investigated the possibility of
providing a ‘Cold’ standby gateway that
could be held at Huthwaite and invoked for
contingency purpose
Itis planned that this gateway will
eliminate the need for CTO593 -
PSO_FSL_CRO1107_FS - FTMS Server
Failure Contingency Process.
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7 Sense & Respond
The data captured during January has highlighted the top 2 highest demand types as being Hardware and
Software. Trend analysis has shown the total call volume for Hardware during January to have increased by 503
calls (total of 8595) and an increase of Software calls by 163 calls (total of 2163).
There was a total of 1217 Pin Pad calls in January, with the highest call type being ‘Smart Card reader faults’
(372 calls). ‘Ask card to be swiped’ is now the second highest Pin Pad failure. Hypercom will be sent an
example unit along with the counter login to investigate why this issue occurs.
It is thought that the Pin Pad card cleaners could resolve many of these issues. A business case is in progress.
For hardware demand, the highest call volume received is for Counter Printer faults (2919 calls received in
January — a decrease of 185 calls from December). There is a Sense and Respond action in place to increase
the volume of calls resolved by HSD, and we are capturing information and investigating the calls with engineer
resolution code R08- ‘No action taken/User advised’.
During January, 4737 chase calls were received (+1590 calls from December), with the highest chase call type
being for Customer Calls (1411 calls). 986 engineering update chase calls were received during January. An
additional objective regarding engineering calls is to reduce the amount of calls to the HSD from Touch, Fujitsu
and ROMEC engineers.
An action measuring the amount of calls received from engineers shows an increase from December to January
of 985 calls (a total of 2574 inbound calls received from engineers). The majority of these calls were
appropriate, requesting various HSD checks, and the number of inappropriate calls, for example asking
how/what to do, has decreased. This action is now closed pending review due to the decreased level of
inappropriate calls.
1081 calls were logged during January as the result of a monitor fault- a decrease of 255 calls from December.
This represented a total of 789 faults (73%) being resolved by engineering and 292 faults (27%) by the HSD.
The Sense and Respond monitor action aims to improve the HSD fix rate, and a ‘Sharing knowledge’ meeting is
currently being arranged between HSD, Engineering and Optima in order to review current monitor diagnostics
from the desk and to identify further checks/tools/approaches that can be adopted to help increase first time fix
at the desk.
1264 Inappropriate calls were received by HSD from Post Masters during January. This is an increase of 340
calls from December, and makes up 10% of all calls. The rise in Inappropriate calls is thought to be the result of
NBSC changing its call/support options, as Post Masters now call HSD instead of calling NBSC direct, believing
they can be put straight through rather than having to use call direct options or leaving voicemail. The rise is
also thought to be the result of multiple Inappropriate calls from individual branches. Branches making more
than 3 Inappropriate calls per month are being tracked, and a list is sent to POL for investigation and education.
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8 DECEMBER SERVICE LEVEL PERFORMANCE
8.1 Horizon Service Desk
Ref SLT ARL Jan07 Feb07 Mar07 Apr07 May07 Jund7 Jul07 Aug07 Sep07 Oct07 Nov07 Dec07 Janos
Horizon Service Desk
80% Calis answered within 30 seconds 80.4 63.1
Qi Q2 Q3 Q4 80
<10.0 IAverage Time to Answer <10.0 seconds: 0 1) 8.0 1) i) ) 0 0 i) 0 8.0 0 0
secs Qi Q2 ) Q3 0 Qa 0
<5% [Calis not answered 0 13.0
Qi Q2 Q3 Q4 6.0
100% Voicemail available outside HSD standard 00.0 0 0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0
hours Qi 0 Q2 00.0 Q3 00.0 Q4 00.0
100% {Voicemail calls raised next working day 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0
Qt 00.0 Q2 00.0 Q3 00.0 Q4 00.0
>=85% First Time Fix 8 8 90 89 ) ) 8
Qi Q2 Q3 Q4
95% Software incidents resolved by Reboot <=15 6.06 91.16 93.54
minutes at Q2 95.9: Q4 94.68
100% Software incidents resolved by Reboot <=30 100.00 99.74 99.34 99.46 98.74 99.74 98.89 93.69 99.80 98.97 98.98 99.46
minutes Qt 99.68 2 98.69 13 98.33 4 98.06
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8.2 Engineering Service
Ret J sur J ant] Jano? I Febor I Maro? I Aproy I Mayo? I Juno? I sulor ] Augo? I Sepor I octor I Novo? I Decor I Janos
[Branch infrastructure - Call to Fix
95% NO [Priority A- 4 hours (flexible structure) 68.9 718 76.6 73.0, 748 80.4 719 Ze 82.7 82.4 83.9 75.5 75.7
Qi 73.8 — a2 764 Q3 75.9 a4 80.8
05% I No [priority 8-8 hours (flexible structure) WA [NA] _NA I NA [NA] NA I NA I NA I_NA I NA I NA I _NA I NA
at NA a2 NA as NA a4 NA
T T
46% I wo Ipvonty c- nd ot Next BusinessDay Reb stucture) aap as I es I ee os ee I I re TY oo [oe
Qt 93.3 a2 93.4 Q3 90.8 93.2
100% NO [Priority A- 6 hours (flexible structure) e26 I 877 I 863 42 [I 868 881 e24 I 826 68.4 39.9 938 838 906
at 352 oz 265, a3 El a4 685
100% I No [priority 8 - 10 hours (flexible structure) WA] _NA_I_NA I _WA I NA I NA I NA I NA I NA I NA I NA I NA I NA
cy NA a NA as NA a4 NA
100% I NO Priority C- End of Next Business Day + 2 hours (flexible 33.0 35.3 96 I 041 I 062 I o22 907 B18 26 I 062 fee 88.4 225
structure)
Postshop Engineer - Call to Fix
100% I No Jeritical incident within 8 hours 400.0 400.0 100.0 100.0 (EN
100.0 100.0
100% I NO INor-critical incident within 48 hours 100.0 100.0 1000 100.0 1000 1000 100.0 I 1000 © 100.0
100.0 100.0 100.0
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8.3 Branch Network Service
a ee vano7_I Febo7 I Maro7 I Apro? I Mayor I Juno? I Julo7 I Augo? I Sepo7 I octor I Novor I Decoy I Janos
Branch Telecom Infrastructure - Call to Fix
95% I NO Priority A-4 hours (flexible structure) 97.6 98 96.4 a 968 96 98 96.8 9 97.8 97.8 96 95.9
Qt a2 9 a3 3 a4
T
95% NO [Priority C - End of Next Business Day (flexible structure) i=l NA NA NA_I_NA NA NA_I_NA NA NA_I NA NA NA
ar NA Oz NA a3 cy WA_I_NA
T T T T
100% NO [Priority A - 6 hours (flexible structure) 984 I 99.1 97.7 962 I 97.4 97.5. ga6 I 985 98.4 987 I 992 97.6 97.4 I
at 98.3 a2 97.0 a3 98.4 ‘a4 oo
T T T T
100% I No [Priority c- End of next business day + 2 hours Bon] wA_I Na I NA I NA I NA I NA I NA I NA I NA I_NA I _NA I_NA
ar NA 2 NA Qs NA cy WA_I_NA
Branch and Counter Availability
>98.80%] NO [Branch Availability during the Critical Period
ar a2 a4
T
>98.53%] NO [Counter Availabilty during the Critical Period T al T
ar a2 aa
99.43%] NO [Branch Availability during Post Office Core Day 5 9 5 8 8
Qt a2 99 99.8 ‘4 99.8
>99.13%] LD Counter Availability during Post Office Core Day 99 99.4 99 99 99 99 99.4 99 99.6 99 99 99.4 99
at 99 a2 99 a3 99 ‘a4
Banking & Related Services Reliability
99% LD Fixed Connection Reliability 00.0 00.0 00.0 © 99.0 00.0 00.0 00.0 00.0 100.0 100.0 1000 00.0 00.0
Qt 00.0 a2 99 a3, 00.0 a4 00.0
99% LD JADSL Connection Reliability 00.0 00.0 00.0 00.0 00.0 00.0 00.0 0 100.0 100.0 00.0
cu a 00.0 cg 0 cu
97% LD Dialed Connection Reliability 00.0 00.0 98.0 99.0 990 99.0 0 00.0 100.0 100.0 00.0
Qt 99 a2 9 3 99 a4
Priority C targets have now ceased as agreed.
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8.4 Central Network Service
Ref SLT] ARL ‘Jan07_I Febo7 I Maro7 I Apro7 I Mayo7 I Juno7 I ul07 I Aug07 I Sepo7 I Octor I Novo? I Deco? I Janos
Network Availability
}>=99.95%] NO JAaL Network Availabilty
Banking Authorisation Agent Availability for Each
JAvaitability Period
<1 NO [Number of Pl outages >2 minutes for same bank
<2 NO [Number of Pi outages >2 minutes for different banks
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8.5 Data Centre Operations Service
8.5.1 Banking Transactions Time & DFD Outbound
Ret] out [AR TanoT I Fever I ward I Apo? I Mayor [ sono? I vaio? I Aug? I Sepo? I ocio7 I novo I Deco? I Jana
Banking & Related Services Transaction Times
=2.5 secq LD [Average time for Banking Transactions across Fixed, ADSL & 0.36 0.36 0.35 0.35 0.36
Dialed Connections 0.36 0.36 035
IDFD Outbound - APS All Clients =
26.5% I Lo JAPs transactions delivered by 3:59hr Day B 997987
97.5% LD APS transactions delivered by Day C
908
98.5% I LD APs transactions deivered by Day O 9 88
909
100% I LO [Ars transactions delivered by Day J 400.0 400.0 400.0 [EXKN 1000 100.0
400.0 100.0
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8.5.2 Data File Delivery - LFS
re at [art Jano I revo I maror I Apro7 I Mayor I vunor I vuio7 I Augor I Sepor I octor I Nowor I Decor I vance
DFO Outbound LFS
97% NO [Confirmation of pouch received at Branch by 22:00hr Day A 99.9 19.9 99.9 99: 99.9
972% I Lo _ Iconfirmation of pouch received at Branch by Day 8 299
100.0% I No. [confimation of pouch received at Branch by Day I
97% I No IsaPas Pouch collected from Branch by 22:00hr Day A
97.2% NO JSAPADS Pouch collected from Branch by Day B .§ .§ 99.9 99.9
— —
100.0% I No }SAPADS Pouch collected from Branch by Day 7000 100.0. 100.0 7000 1000 100.0 100.0
—
26.25% I No Joaity cash on Hand details to SAPADS by 23:59hr Day A 308
99.8
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8.5.3 Data Delivery - POL MIS & POLFS
Ref sit I ARL yano7 I Febo7 I maro7 I Apro7 I mayo7 I Juno7 I Juto7 I Augo7 I sepo7 I octo7 I Novo7 I Deco7 I Janos
IDFD Outbound- POL MIS
96% NO [Transaction records to TIP gateway by 03:00hr Day 8
97% NO [Transaction records to TIP gateway by 03:00hr Day C
98% NO [Transaction records to TIP gateway by 03:00hr Day D
100% ] NO [Transaction records to TIP gateway by 03:00hr Day J 100.0
IDFD Outbound - POLFS
96% NO [Transaction records loaded to configured POLFS by 07:30hr
Day B
97% NO [Transaction records loaded to configured POLFS by 07:30hr
Day c
98% NO [Transaction records loaded to configured POLFS by 07:30hr
Day D 99.8
100% ] NO [Transaction records loaded to configured POLFS by 07:30hr 100.0
Day J 100.0
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8.5.4 DFD Outbound — Reconciliation, HR SAP, CTS & PO Client Files
NO
100% I No
100% I No
100% wo
Jo3:00hr
Number of failures of REC file delivered to A&L daily by 03:00hr
IREC files delivered to CAPO by 16:00hr on Day B
IREC files delivered to A&L by 18:00hr on Day B
IDFD Outbound - HR SAP
IHR SAP delivered to the POL gateway by 21:30hr on the Friday
lpreceding the pay run date
vano7 { Febo7 I Maro7 I Apro7 I mayo7 I vuno7 [ suto7 I Augo7 I sepo7 I octo7 I Novo7 I deco7 I vanos
IDFD Outbound - Reconciliation & Settlement Reports to TIP
Igateway
<2 NO [Delivery by 08:05hr Day B 0.0 0.0 00
ear I 0.0
100% ] NO Delivery by 12:00 (after failure in FS domain) or by 18:00 (after ooo = 1000 1000 = 0 100. 100.0 100.0 100.0
failure of DRSH or TES)
IDFD Outbound - Reconciliation Files
<2 NO [Number of failures of REC fle delivered to CAPO daily by
——
400.0
100.0)
—
100.0
—
400.0
190.0 I
_—
— 0 100.0 —a 0
100.0
190.9
—
100.0
7000 1000,
=——
100.0
“000
= "000 4000 =
100.0
“000
100.0
— PTT — ar rT} —
100.0 100.0
100.0
100.0
100.0
100.0
100.0
100.0 100.0 100.0 100.0
100.0
100.0
100.0
100.0
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8.5.5
DFD Inbound — LFS & Transactions Corrections File Delivery
oe)
100.0
Ref SLT I ARL Jano7 I Febo7 I maro7 I Apro7 I mayo7 I Juno7 I Juio7 I Augo7 I sepo7 I octo7 I Novo7 I Deco7 I Janos
IDFD Inbound - LFS
90% NO ISAPADS Planned Orders delivered by 08:00hr on Day A
96% I ARL ISAPADS Planned Orders delivered by 12:00hr on Day A
Delivery of transaction correction records to Branches
Javailable at 23:59:59hr Day A
90% LD [Transaction corrections available by 08:00 on Day B
96% LD [Transaction corrections available by 12:00 on Day B
—
100% LD Transaction corrections available by 23:59:59 on Day J 100.0 100.0 100.0 100.0
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8.5.6 Central Systems, POLFS & TES Availability
Ref [sit art vano7 I Febo7 I maro7 I Apro7 I Mayo7 I Juno7 I suto7 I Augo7 I sepo7 I octo7 I Novo7 I Deco7 I vanos
[Central Systems Availability
<3 NO Outages in Core Hours where the Core Solution is unavailable
core hrs Jat >10% of Branches per SLT year
<8 NO Joutages in Core Hours where the Core AND Banking Solutions
core hrs jate unavailable at >10% of Branches per SLT year
4 I NO outages in Core Hours where the Core Solution AND Other
core hrs [Services are unavailable at >10% of Branches per SLT year
POL FS Availability
98.5% I NO IPOLFS Availability
>=4 NO [POLES shail not be unavailable to users on any single occasion
hours {during the service level management period
[Transaction Enquiry Service
99.75% J NO JTESQAavailability between 07:00hr and 22:00hr for SLT 100.0 100.0 100.0 100.0 . 100.0 400.0 100.0
icalendar year 100.0 je 100.0 100.0
97% NO [Transaction received in the data centre between 07:00 and 100.0 999 98.5 100.0 100.0 100.0 = 100.0
120:00 daily will be available within 15 mins on TESQA 00 oo A 000 CE 100.0
100% I NO fit TES fails transaction received between 07:00 and 20:00 will 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0 100.0
pe svete win hers one Tee ahah __¢_ BL} _¢_ Bs __=_
100% I NO [Transaction received in the data centre between 20:00 and 100.0 100.0 100.0 100.0 400.0 100.0 = 100.0 100.0 100.0
122-00 daily will be available within 40 mins on TESQA 100.0 100.0
100% J NO Ii TES fails transaction received between 20:00 and 22:00 will 400.0 100.0 100.0 100.0 100.0 100.0
pe sent win hers one TESS pA __>_ __}
400% I NO JfTransaction received in the data centre between 22:00 and 100.0 100.0 100.0 100.0 + 100.0 100.0
[07:00 daily will be available within 4 hours on TESQA 400.0 100.0
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FUJ00152281
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COMMERCIAL IN CONFIDENCE
8.6 Reference Data Service
Ref ‘SLT_[_ARL Yano? I Febo7 I Maro7 I Apro7 I Mayo7 I Juno7 I Jul07 I Aug07 I Sep07 I Octo7 I Novo7 I Dec07 I Janos
IDF Inbound - APS Tariff data
96% NO JAPS reference data delivered by Day B
97% NO JAPS reference data delivered by Day C
98% NO JAPS reference data delivered by Day D
100% I NO JAPS reference data delivered by Day J
IDFD Inbound - Reference Data
96% NO Reference data delivered by Day 8
97% NO Reference data delivered by Day C
98% LD Reference data delivered by Day D
100% LD Reference data delivered by Day J 100.0 100.0 100.0 100.0 . 100.0 100.0 100.0
100.0 100.0 100.0
©Copyright Fujitsu Services Ltd 2008
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FUJITSU
SERVICE REVIEW BOOK
January 2008
COMMERCIAL IN CONFIDENCE
FUJ00152281
FUJ00152281
OST.
OFFICE
8.7 Reconci
iation Service
Ref SLT I ARL ‘Jan07_] Febo7 I Maro? I Apro7 I MayO7 I Jun07 I Jul07 I Aug07 I Sep07 I Octo? I Novo7] Deco? I Jan0t
Exception / Error Resolution
95% NO Banking & Related Services Priority Exceptions resolved in 8 100.0 100.0 100.0 100.0 100.0 100.0 —_— 100.0 100.0 100.0 100.0 © 100.0 100.0
hours or less 100.0 1000 I 100.0 I 100.0
95% NO JBIM report issued within 5 working days 000 1000 1000 1000 1000. 1000. == 68 1000 1000 976. O58
100.0 a2 _— 0 I 9 97.7
Payment File Delivery to Merchant Acquirer (Debit Card)
by 1200] LD [Payment file delivered to MA on the day following creation date 100.0 100.0 100.0 = 0 100. 00.0 = 0 1000 1000 100.0 100.9
of the file 100.0 100.0 100.0 100.0
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