FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Contributors:
Internal Distribution:
External Distribution:
Fujitsu Services (Pathway) Ltd / Post Office Ltd Interface
Agreement for Operational Business Change - Product
Interface Agreement
Network Banking
This agreement defines for the Network Banking release of the
Horizon System the requirement, the service solution and the
obligations of Post Office Ltd and Fujitsu Services (Pathway) Ltd
for delivering Operational Business Change — Product.
Approved
David Wilcox, Pathway Customer Service
Stephen Muchow Nick Embling
Martin Riddell David Anders
John Wright
David Wilcox Andy Corbett
Bernadette O’Donnell
Rabia Cody
Mark Knight
Pathway RDT
Post Office Ltd Network Support
Post Office Ltd Strategic Alliances
Post Office Ltd Reference Data Operational Team
Post Office Ltd Horizon Commercial
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 1 of 58
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd
Services Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
Ref: CS/PRD/os8
Version: 8.0
Date: 30 September 2002
FUJ00232518
FUJ00232518
Approval Authorities:
Name Position Signature Date
Martin Riddell Fujitsu Services (Pathway)
Ltd Customer Service
Director
Don Grey Post Office Ltd Head of
Network Support
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE
Page: 2 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
0.0 Document Control
0.1. Document History
Version I Date Reason for Issue Associated
No. CCN No.
0.1 09/02/99 First Draft
0.2 18/02/99 Second Draft — supersedes first draft
0.3 22/03/99 Third Draft — incorporates comments from Alison
Peacock and David Fletcher
0.4 23/03/99 Fourth Draft — incorporates changes from David
Wilcox
0.5 31/03/99 Fifth draft — correction to section numbering and
other comments
0.6 23/04/99 Sixth draft — following comments from PON as
discussed with Geoff Darby.
0.7 25/05/99 To include changes proposed in the PON/ICL
Pathway meeting of the 30/4/99 and the
acceptance review meeting of the 25/5/99. To
include comments following ICL Pathway
commercial review.
0.8 18/06/99 To include changes proposed in the PON/ICL
Pathway acceptance review meeting of 9/6/99.
1.0 25/06/99 Baseline version
11 07/07/99 Incorporate comments from PON and Pathway
2.0 08/07/99 Updated baseline CCN 496a
2.1 29/07/99 Incorporated comments from PON following
rejection of CCN 496a
2.2 23/08/99 Incorporated comments from PON / ICL Pathway
review meeting of 5/8/99.
2.3 27/08/99 Incorporated comments from PON (David
Anders) review of 25/8/99,
Amended elements in line with proposed method
of product removal
2.4 14/09/99 Identification that the maximum volume of
change could be agreed outside of this document.
THIS DOCUMENT WAS FORMALLY WITHDRAWN BY ICL PATHWAY
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 3 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Version I Date Reason for Issue Associated
No. CCN No.
2.5 03/12/99 Re-issued following significant ICL Pathway /
PON discussions.
2.6 22/12/99 Reviewed after PON / ICL Pathway meeting on
20/12/99.
2.7 05/01/00 Changed to include ICL Pathway commercial
comments.
2.8 11/01/00 Changes following PON /ICL Pathway review on
the 10/1/2000
2.9 13/01/00 — Changes following PON.ICL Pathway review on
13/1/2000
3.0 20/01/00 Updated baseline. CCN 496b
3.1 09/05/00 Updated for CSR+
All references to POCL replaced by PON.
Cross-references to RDCC section numbers
deleted.
3.2 15/06/00 Updated following comments from PON
3.3 02/07/00 — Updated following meeting with PON
3.4 30/08/00 Updated following meeting with PON
3.5 28/11/00 — Updated following meeting with PON
4.0 11/12/00 Updated baseline
5.0 9/1/2001 Updated baseline following comments from PON
5.1 1/3/2001 Removes reference to CSR plus addition of new
definitions
52 12/4/2001 Amendments following meeting with PON
5.3 14/6/2001 Further amendments following meeting with
PON
6.0 13/7/2001 Updated baseline following final comments
7.0 28/8/2001 Updated baseline following further essential
change of name from Postwatch to Postcomm
TA 4/7/2002 Amendments to names of both Pathway and Post
Office, inclusion of Network Banking, amended
leadtime for Advanced Complex
72 6/08/2002 Updated following comments from Post Office
Ltd
73 13/09/2002 Updated following meeting with Post Office Ltd
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 4 of 58
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd
Services Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
Ref: CS/PRD/os8
Version: 8.0
Date: 30 September 2002
FUJ00232518
FUJ00232518
Version I Date
No.
Reason for Issue
Associated
CCN No.
8.0 30/10/2002 Issued for approval
0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority Name
Pathway
Kevin McKeown
Aileen Davis
John Wright
Hilary Forrest
Post Office Ltd
Rabia Cody
Andy Corbett
David Anders
Mark Knight
Mike Hannon
Optional Review / Issued for Information
Pathway
Peter Burden
John Shepherd
Post Office Ltd
Nick Embling
Matt Warren
0.3 Associated Documents
Please see library for details of latest versions of documents.
Reference Vers I Date Title Source
1. CS/PRD/030 Process for Operational Business Change - Pathway
Product
2. CS/IFS/001 + Reference Data Change Catalogue + Pathway
CS/IFS/010 Reference Data Change Catalogue Network
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 5 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd _ Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Reference Vers I Date Title Source
Banking Appendix
3. CS/PRD/110 AP Client Service Introduction and Change Pathway
Process
4. CS/SER/001 CS Services Catalogue Pathway
x RDP/AIS/001 AIS Reference Data to Pathway Type A Data I Post
(CSR) Office Ltd
6. RDP/AIS/001 AIS Reference Data to Pathway Type A Data _I Post
(CSR+) Office Ltd
7. RDP/AIS/008 AIS Reference Data to Pathway Type B Data __I Post
(CSR) Office Ltd
8. RDP/AIS/008 AIS Reference Data to Pathway Type B Data __I Post
(CSR+) Office Ltd
9. CS/PRD/048 Changing Reference Data to Tight Timescales I Pathway
10. CS/IFS/002 Reference Data Change Class I Analysis Pathway
11. CS/IFS/003 Fujitsu Services / Post Office Ltd Operational I Pathway
Business Change — Network Interface
Agreement
12. RDS/OLA/001 Reference Data — Post Office Ltd/ Pathway _I Post
Operational Level Agreement Office Ltd
13. PON/OSG/OLA/ PON OSG / ICL Pathway Operational Level Post
001 Agreement Office Ltd
14, OSG/OPS/001 Operational Business Change Product Post
Verification Procedures Office Ltd
15. RD/TEC/951 Reference Data Rules and Values Post
Office
Ltd+
Pathway
16. CS/POL/006 Service Management Framework Part A Pathway
17. CS/OLA/022 Counter News Review Process Pathway
18. CS/PRD/077 Reference Data Alert Process Pathway
19. CS/PRD/028 Process for Changing Menu Hierarchies Pathway
and Icons
20. ICS/PDN/018 Horizon Icon Service Description Pathway
21. RDP/TEC/977 Network Banking Reference Data Rules Post
and Values Office
Ltd +
Pathway
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 6 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Reference Vers I Date Title Source
22 CS/PRD/108 Conventions for naming of Operational Pathway
Business Change Reference Data
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
The text in the remainder of this document uses the abbreviations and definitions shown
below. They are not intended to be definitive in any other contractual context.
Abbreviation Definition
Adow Any day of the week, as opposed to working weekdays.
Advanced Business changes available through the OBC processes that require a notice of
Change change to be delivered to Pathway before implementation. They may or may not
be supported by Reference Data files from Post Office Ltd. Advanced Changes
can be subdivided into Complex, Standard, Simple or AP. [see sections 3.1 and
Advanced Change that requires advance notice to be given to Pathway in order for Type C
Complex Change I Reference Data to be created.
Advanced Change that requires advance notice to be given to Pathway in order for Type C
Complex Reference Data to be created, also requires additional validation/verification
Extended above that needed for Advanced Complex Change
Change
Advanced Change that requires advanced notice to be given to Pathway, where the
Simple Change
additional activities required can be carried out after the OBC has been released
and therefore do not extend the lead-time for that OBC.
Advanced
Standard Change
Change that requires advanced notice to be given to Pathway, where the
additional activities required do extend the lead-time for that OBC, but the
change does not require Type C Reference Data.
After the event
changes
Changes which need to be made to complete an OBC, but are not needed before
the release of the OBC e.g. documentation updates.
Agreed Date
Where the Start Date or Required Date are invalid or cannot be met an
alternative date will be agreed between Post Office Ltd and Pathway.
Amendment file
A file containing records changing previously received Reference Data which is
still being processed — must be released with the original file.
AP Automated Payments
Authorisation A document that is sent from Post Office Ltd to Pathway to say the following for
Form the named OBC.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Abbreviation _I Definition
e The Verification Report has been checked.
e The Verification Counters have been tested and:
> The Identity and Name of the Business Test performed to verify the
changes,
> — The Date and Time the Business Test was conducted,
>» The Name of the person who conducted the Business Test,
> — The Conclusion of the Business Test, whether Pass or Fail,
e — If Fail, the Failure Reason and Mitigating Action
e — If Pass, indicate whether the Comparison Report had been
checked Yes or No.
The form provides the notice of authorisation.
Authorisation The Authorisation process results in Pathway being directed by Post Office Ltd
to implement in the live estate those authorised Reference Data changes that are
covered by the notice of authorisation.
Authorisation is an assertion by Post Office Ltd that they have diligently and
conscientiously performed the specified [ref. 14] Business Tests, and that within
the bounds of the specified tests the results indicate that the effects of the
authorised Reference Data change is the effect that Post Office Ltd intended.
Pathway is responsible for ensuring that all other effects on the system are
consistent with the stated requirement.
Each party accepts responsibility for those aspects of a change for which it has
responsibility to test.
The notice of authorisation shall be communicated via an Authorisation Form.
Authorised An OBC which has passed through the Authorisation process and has been
Change authorised.
Basic Change Changes available through the OBC processes that DO NOT require a notice of
change to be delivered to Pathway. Currently Basic Changes always consist of
Class 1 Reference Data.
BAU Business As Usual. Processes within Post Office Ltd that occur regardless of
whether the Horizon system is in use.
BCR Business Change Request (referred to in Post Office Ltd as “Change Control
Number”). A unique identification number for an OBC.
Branch Term used to refer to individual post offices. Replaces the formerly used term
“outlet”.
Business Tests _I Tests used by Post Office Ltd to ensure a change seen on the Verification
Counter and/or described in the Verification and Comparison reports meets the
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Abbreviation _I Definition
requirement.
Where Business Tests fail to identify problems that were apparent at the time the
tests were carried out, the specified tests will be improved by joint review and
change control.
ccD Contract Controlled Document
CCN Change Control Note as defined in the Codified Agreement.
CCN Change Control Number (referred to in Pathway as “Business Change
Request”).
cIT The Change Implementation Team, Network Support, Post Office Ltd.
(formerly known as the Service Provision Team or OSG.)
Change Type For example, Basic Pure, Advanced Simple, Advanced Complex, AP etc.
Class 1 Class 1 Reference Data is the subset of data items which have no impact on any
other part of the Horizon system and changes containing only Class 1 Reference
Data (Basic Changes) can be implemented by Pathway without advance notice
[see ref. 10]. Class 1 data is subsetted into HD, HR and Pure.
Comparison The output from Pathway’s software tool which is used for identifying the
Report changes that have occurred on a Horizon counter. It provides information to Post
Office Ltd for verification purposes.
CR Change Request as defined in the Codified Agreement.
CSR Core System Release — superseded by CSR+
CSR+ Core System Release Plus
CTO Client Take-On (AP)
Deviation to the I A single instance of an agreed (by CR) variation to the workload which falls
service outside of specified levels.
Error A part of a change that does not meet the requirement or specifications, whether
Reference Data definitions, file format, milestones, delivery route or other
aspect of the OBC processes. (see also Rework)
Error correction I A file containing records for the purpose of correcting errors to previously
file received Reference Data which is still being processed-must be released with the
original file.
Exception A change that falls outside of the agreed levels e.g. to lead-times or volumes and
is nota ‘Deviation to the service’.
HD (Basic) Reference Data changes are ‘HD’ when the change is relevant in Pathway only
to the HelpDesk e.g. telephone number.
HFSO Horizon Field Support Officer
HR (Basic) Reference Data changes are ‘HR — High Risk’ when verification is required by
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 9 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Abbreviation _I Definition
Post Office Ltd (but are not subject to advanced notification).
HSH Pathway Horizon System Helpdesk.
Interface This document (except where the Interface Agreement for Network is
Agreement specifically referred to, then see [ref. 11]).
Live Fix A change to Reference Data to correct a Live Incident
Live Incident The occurrence of an incident, which relates to the live environment and is
recorded on the Pathway HSH and / or the Post Office Ltd NBSC help desks.
MCWP Maximum Counter Wait Period
MAAWP Maximum Authorising Agent Wait Period
Migration See section 4.6.2 for the definition.
Special
MIS Management Information System
NBSC Post Office Ltd Network Business Support Centre.
NS Network Support, Post Office Ltd.
(formerly known as Business Service Management. It includes the Change
Implementation Team, formerly known as the Service Provision Team or OSG.)
NWB Network Banking
OBC Operational Business Change.
Any change, usually supported by Reference Data changes, that is implemented
through the OBC process e.g. Advance and Basic Changes, excluding changes
specifically required to implement software changes.
OBC forms Electronic Forms used to interchange information relating to OBCs between
Post Office Ltd and Pathway e.g. OBC 2.
OLA Operational Level Agreement
Outlet Term formerly used to refer to individual post offices. Now replaced by the term
“branch”.
Pathway Fujitsu Services (Pathway) Ltd
PLU Product Look Up
PM Postmaster
POCL Post Office Counters Limited — the former name of PON.
PON Post Office Network - name which supersedes POCL but is now replaced by
Post Office Ltd
Postcomm The Postal Services Commission, that is the Government appointed regulator for
postal services
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 10 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Abbreviation _I Definition
Pre-authorised _I A pre-authorised change is a Reference Data change that by agreement [see
change section 4] does not require verification by Post Office Ltd and can be released by
Pathway without additional notification from Post Office Ltd over and above the
delivery of a conformant file.
Pre-live Incident I The occurrence of an incident, which is observed during Reference Data
processing and validation before release to the live environment, and is recorded
on an Incident Management System (PinICL) operated by Pathway.
Product Changes I Changes to the products or appearance of products available through the
Horizon system implemented wholly or in part, through changes to Reference
Data.
Pure (Basic) When used in reference to a Reference Data Change ‘Pure’ indicates Reference
Data which is considered to be of low risk to business integrity.
RDCC Reference Data Change Catalogue
RDMC Pathway Reference Data Management Centre
RDORF Reference Data Operational Review Forum
RDOT Post Office Ltd Reference Data Operational Team (Chesterfield)
RDP Post Office Ltd Reference Data Project
RDS Post Office Ltd Reference Data System
RDT Pathway Reference Data Team
Release Day The day on which Reference Data is Released to the live system.
Released to the _I Reference Data released by Pathway into the TMS agent. The end point for the
live system process defined in this document. The SLA [see section 3.3] covers the delivery
of Reference Data to the branches.
REM Remittance
Required Date I The date on the OBC form (Advanced Changes) that specifies when the change
needs to be available at the branches. Normally this is the same as, or earlier
than, the Start Date. (see also, Agreed Date.)
Rework Activity required to progress a change when an Error Correction File or
Amendment File is provided.
RM Pathway Release Management
Start Date The earliest date specified within any record within any file of Reference Data
for a particular OBC. The Start Date is used by the Horizon counters to
determine when the functionality comes into effect. This date should always be
a future date when taking into account lead times.
(see also Agreed Date & Required Date.)
TMS Transaction Management Service.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: u of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Abbreviation _I Definition
Type A Data transmitted electronically from RDS to RDMC over an automated
interface.
Type B Data transmitted electronically from Post Office Ltd to Pathway over a non-
automated interface.
Type C Data prepared by Pathway.
Unauthorised An OBC that has been released to the live environment but has not been
change authorised.
Unit of Release I A combination of files which are intended to be released together. The smallest
is a single file. Where Amendment or Error Correction files are applied to a
change in progress, the unit of release will be all files associated with the
original OBC.
Verification Confirming that the observed result of the change implemented is the same as
(Verify) that expected and fulfils the requirements of the business.
Verification A non-live Horizon counter provided to Post Office Ltd to which OBCs are
Counter applied in order for Post Office Ltd to verify the change, before its release to the
live estate.
Verification A report produced from the RDMC to show which Reference Data records have
Report changed.
Working 9am to 5pm, Monday to Friday, excluding English Public Holidays.
weekdays
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 12 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
0.5 Changes in this Version
Version Changes
7A e Change of name from ICL Pathway to Fujitsu Services (Pathway) Ltd
e Change of name from PON to Post Office Ltd
¢ Inclusion of Network Banking entities within timescale examples
e Amendments to lead time for Advanced Complex category and
introduction of Advanced Complex Extended
« Remove SLA level of detail at end of each change type (SLA is not
relevant to this document)
7.2 e A number of minor wording changes based on comments received from
Post Office Ltd
73 © Control section of document updated to conform to latest Pathway
standard
e All Reference to POLtd changed to Post Office Ltd
e SLA delivery table re-introduced in section 3.3 with cross reference
from other models
e End-to-end leadtime included in leadtime models
e Additional examples shown for NWB in Appendix B
¢ References to Counter News changed to Operational Focus
e A number of minor wording changes as agreed with Post Office Ltd
8.0 e Further (mainly typographical) amendments following comments from
Post Office Ltd
0.6 Changes Expected
Changes
¢ Possible inclusion of Outlet Reference Data
e Section 3.4: Further amendment to process for the production and communication of
Operational Focus articles that relate to Reference Data changes.
e Appendix A: volumes amended to include impact of LFS/SAPADS and Network
Banking
« Appendix B: ability to change a core product to non-core
© Debit Card
e Structure of document to better reflect the current service following discussions with
Post Office Ltd
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 13 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
0.7 Table of Contents
1
2
3
4
6
2.4 SERVICE MANAGEMENT POLICY
3.4 OPERATIONAL BUSINESS CHANGE PROCESSES,
3.5
4.1
42
43
4.4 SYSTEM PARAMETERS - PURE
4.5
4.6 FAST-TRACK CHANGE!
5.4. ADVANCED SIMPLE
5.6 ADVANCED COMPLE:
5.7 ADVANCED COMPLEX EXTENDED.
5.9 BASIC EXPRESS...
5.1
6.1
SUMMARY SHEET...
INTRODUCTION...
INTENT OF AGREEMENT ..
MAINTENANCE OF THIS AGREE!
FUTURE DEVELOPMENTS
ALERTING WHEN DATA IS AT RISK OF LATE DELIVERY
SCOPE...
INTERFACES ..
BRANCH REFERENCE DATA CHANGES ..
SLA.....
3.4.1 Process Diagram.
3.4.2 Process Steps.
ICON CHANGE
TYPES OF CHANGE...
INTRODUCTION...
STANDARD CHANG!
4.2.1 Basic - Pure
4.2.2 Basic — High Ris:
4.2.3 Advanced Simple
4.2.4 Advanced Standard.
4.2.5. Advanced Complex
42.6 Advanced Complex Extendet
AP...
ICON CHANGE...
4.6.1 Basic Express...
4.6.2 Migration Special .
4.6.3 Tight Timescales
4.6.4 Live Fix
4.6.5 Busin
LEAD-TIME FOR CHANGES...
INTRODUCTIO!
BASIC - PURE
Basic — HIGH RISK.
ritical Advanced Chang
ADVANCED STANDARD.
AP CLIENT TAKE-ON
0 MIGRATION SPECIAL...
1 SYSTEM PARAMETERS - PURE
VOLUME OF CHANGE......
INTRODUCTION..
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 14 of 58
Fujitsu
Services
FUJ00232518
FUJ00232518
Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
7
10
11
6.2. COMMITTED VOLUME!
6.2.1
DELIVERABLES...
7.1 Post OFFICE LTD TO PATHWAY
7.2. PATHWAY TO Post OFFICE LTD.
7.3. FUTURE DATING...
ROLES & RESPONSIBILITIES...
8.1 PosT OFFICE LTD—GENERAL.....
811
8.1.2
8.1.3
8.2. PosT OFFICE LTD - REFERENCE DATA OPERATIONAL TEAM
8.3. PosT OFFICE LTD NETWORK BUSINESS SUPPORT CENTRE (NBSC)
8.4 PATHWAY RESPONSIBILITIES ..
BAL
842
843
8.5 HORIZON SERVICE HELPDESK (HSH).
8.6 VERIFICATION, AUTHORISATION & RELEASE
ORDERS AND EXCEPTIONGS....
9.1 ORDERS..
9.2 EXCEPTION:
9.3 ERRORS AND REWORK.
9.3.1
9.3.2
9.4 ESCALATION.
9.5 CHARGING...
APPENDIX A: OBC VOLUMES FOR YEAR 2002.
APPENDIX B: STANDARD CHANGES - DETAILS.......sse00000
111.1
111.2
11.1.3
1114
IAS
11.1.6
TLA7
Peaks in Business
Administration and Control.
Implementation ......
Files & Reference Data.
Administration and Control.
Implementation ...
Files & Reference Data.
Recording Pre-Live Incidents .
Rework categorisation and thresholds
Basic - Pure...
Basic ~ High Risl
Advanced Simple.
Advanced Standard
Advanced Complex
Advanced Complex E3
System Parameters
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 15 of 58
Fl
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
FUJ00232518
'UJ00232518
1 SUMMARY SHEET
This section summarises the content of this Agreement as a “quick reference” guide to change
types. It does not replace the detail contained in the following chapters (should there be
differences, the latter shall prevail).
Note: the Lead-time includes processing within both Post Office Ltd and Pathway, but not
distribution to the Horizon counters.
Change Category I Definition Lead-time
(see section 4) (working weekdays)
Standard: pl ww otal
Ltd
Basic Change - Type A Reference Data only (no Post Office Ltd 4 1 5
Pure verification required)
Basic Change — Type A Reference Data only (Post Office Ltd 6 4 10
High Risk _ I verification is required)
Advanced Type A Reference Data, plus after-the-event changes 6 4 10
Simple Change
Advanced Type A & Type B Reference Data, MIS change & 9 5 14
Standard Change _I Pathway testing required
Advanced Change that requires Type C Reference Data from 14 I 11 I 25
Complex Change I Pathway
Advanced Change that may require Type C Reference Data from I 14 I 16 I 30
Complex Extended I Pathway or may need longer validation/verification
Change times than Advanced Complex
AP Change Change required for AP Client Take-On and Token [see refs. 3&4]
verification.
Icon Change Introduction of new/amended Icon [see ref 20]
System Parameters I Amend specified Horizon system parameters within 1 2 3
— Pure defined limits
Fast-track:
Basic Express A subset of Basic HR, for a specific requirement to 15 I05 I2
change specific Reference Data quickly.
Migration Special I An addition to the non-core product mappings for a 0.75 I 0.25 I 1
branch, normally where the product is already being
sold prior to migration.
Tight Timescales A change under contractual requirement 539/3, to make I Agreed when
any kind of Reference Data change quickly, in specified I requested
circumstances.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Business Critical I An advanced change which requires shorter lead time Agreed when
Advanced Change _I than would normally be required for such a change requested
Live Fix A change to correct a live incident. (ref. section 4.6.4 Defined in OLAs
and 9.3). (refs. 12 & 13)
N.B. The breakdown of the leadtimes shown above are indicative only of the time taken
within each organisation. The overall leadtime should always be taken as the true indication
of the time required to effect a change. When considering the date by which data is to be
delivered to Horizon counters and the total amount of time required to implement a change, in
addition to the leadtime shown above consideration must also be given to distribution time to
the Horizon counters (see section 3.3) following authorisation.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 17 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
2 Introduction
This document is a Contract-Controlled Document (CCD).
2.1 Intent of Agreement
The intent of this Interface Agreement is to establish effective co-operation between Fujitsu
Services(Pathway) Ltd and Post Office Ltd for the timely efficient and cost effective delivery
of Operational Business Change — Product using Reference Data to Horizon enabled post
office counters.
[DN Aspects of this agreement are also relevant to Branch Reference Data.]
This Agreement identifies:
e Post Office Ltd and Pathway’s requirement for Product changes introduced via
Reference Data,
e the agreed end-to-end service solution for Pathway and Post Office Ltd, both separately
and jointly, for implementing such changes and
e the obligations of both parties, both separately and jointly, that must be met in order to
deliver the solution.
There are a number of documents (which are not CCDs) that describe the interfaces and
agreements made between Pathway and Post Office Ltd for the management of Operational
Business Changes. This document provides an “umbrella” agreement for those others and
they will comply with the Agreements made within this Interface Agreement.
Whilst this Agreement serves as an umbrella for other documentation it cannot supersede any
contractual obligations defined within the Contract Schedules. The timescales shown later in
this document are those which are agreed by both parties to be operationally viable and as
such form the basis of normal business practice when implementing changes to Reference
Data.
2.2 Maintenance of this Agreement
This Agreement is applicable to the Network Banking Horizon release. It will be reviewed for
any future major software release and on an on-going basis. It is maintained by Pathway on
behalf of both parties.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 18 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
2.3 Future Developments
Post Office Ltd and Pathway agree to work jointly to improve the quality and effectiveness of
the Reference Data interface as follows:
¢ Review the functionality, scope and effectiveness of the Reference Data test environment
and enhance where appropriate.
¢ Continuously monitor the toolset available in the test environment, in particular the
Reference Data comparison tool for identifying impact of planned Reference Data
changes with the possibility of enhancement where appropriate.
¢ Continuously monitor and where necessary improve the Reference Data Change
Catalogue (RDCC) relating to Reference Data requirements.
e Review the consolidated set of Business Rules and procedures which have been jointly
developed and implemented.
e Continuously improve the scope and effectiveness of Business and System tests.
The programme for delivery of each of the above will be overseen by the RDORF.
2.4 Service Management Policy
Service Management Policy is described in [ref 16]
2.5 Alerting when data is at risk of late delivery
When it is known that Reference Data may be at risk of non delivery by the time it is required
at branches an Alert may be required. The detail of the Alert Process is described in [ref 18].
The principles of the Alert Process with respect to data being delivered overnight to become
active at branches the following day are:
© to provide warning to relevant parties in Post Office Ltd and Pathway, that there is
risk of critical reference data not being available at branches the following day
© to allow appropriate contingency to be invoked against that risk where lack of the
data would cause critical problems
The process may similarly be invoked if the final milestone is known to be at risk (see section
9.3)
The process is initially invoked by Post Office Ltd setting the Alert Flag on the Release
Authorisation Form. If the Release Day is the day prior to the Start Date, and the Alert Flag
is set, RDT will initiate the warning process.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 19 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
3 Scope
3.1 Interfaces
This Agreement covers all the interfaces between Pathway and Post Office Ltd that support
the Operational Business Change process for pre-defined product changes. In this version it
has been extended to encompass the Network Banking release of the Horizon system.
Interface Interface Interface
Post Office: Pathway Post Office Pathway
Ltd processI process Ltd processI process
* this step is not
needed if change isI
pre-authorised
The start is the point where an OBC form has been completed and issued within Post Office
Ltd, and the end point is where the Reference Data has been released within Pathway for
delivery to the live counters.
The delivery of the Reference Data to counters, following release authorisation, is covered by
the SLA [see section 3.3].
This Interface Agreement applies to both Advanced and Basic Product Changes where:
« a Basic Change is a change which consists solely of Reference Data which requires no
additional Pathway actions and may be submitted to Pathway without notice
e an Advanced Change is a change which requires additional Pathway activity and is
subject to advanced notification.
3.2 Branch Reference Data Changes
This Interface Agreement does not cover Reference Data for Branch Change [see ref. 11].
(DN: Refer to statement in section 2.1]
3.3 SLA
The contractual provisions relating to the distribution of Reference Data are defined in the
SLA in Contract Schedule G10 as follows:.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
System processes Data at 97% of counters (release day +1 I (Day B)
overnight adow)
Data at 99% of counters (release day +2 I (Day C)
adow)
Data at 100% of counters (release day +3 I (Day D)
adow)
[DN: Proposals are under discussion which may result in changes to the above]
3.4 Operational Business Change processes
The Operational Business Change (OBC) process for product change is defined in [ref. 1] and
the types of change that qualify for the OBC process are defined in the Reference Data
Change Catalogue (RDCC) [ref. 2,]. Changes not found in the RDCC must be requested via
the normal Change Control mechanism (CR/CCN).
A summary of the process is given below.
Note:
Not every Change Type follows every step of the process [see section 5].
The timescales for each stage of the process are defined in [section 5].
The types of change that the process applies to are defined in [section 4].
The responsibilities of each party are defined in [section 8].
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd —_ Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
3.4.1 Process Diagram
Note: feedback loops exist at all stages for error correction, but are not shown,
OBC OBC
request request
PO Ltd
Operational Fqcus
& Physical
stock ete
Data
Operational Focus
ete
= op Unauthorised Pway
Pway
“Pre-live”
Authorised
Data
i
“Live?
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 22 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
3.4.2, Process Steps
Step Taken by Description
A I Event A— Post Office Ltd I The relevant unit in Post Office Ltd identify the business
Identify need to change details for or to introduce or to withdraw
change a product.
1 I Take Post Office Ltd I The relevant unit in Post Office Ltd identify if the change
actions to is a Basic Reference Data change, or an Advanced OBC.
implement change.
the changes
The relevant unit raise the required OBC forms to:
e Request Post Office Ltd Reference Data Operations
Team (RDOT) to change the Reference Data (for
both Basic and Advanced Changes)
e and request an OBC —Product Change from
Pathway (for Advanced Changes).
Post Office Ltd NS CIT confirm the change requested is
an Advanced OBC change and request Pathway to
make the change.
Post Office Ltd NS CIT supply any required additional
information to support the Advanced OBC change.
Post Office Ltd ensure that all necessary
communications and supporting actions for the OBC are
complete.
2 I Update Ref. I Post Office Ltd I Post Office Ltd RDOT changes the Reference Data in
Data system I RDOT RDS to meet the OBC requested and send it to Pathway
& send to and other users within Post Office Ltd.
Pathway N.B. This step is not used where no RDS data is required
3 I Generate Pathway Pathway receives the Reference Data from RDOT (for all
Change and changes) and receives the OBC form and necessary
test where additional information from Post Office Ltd NS CIT (for
necessary Advanced Changes).
Pathway initiates any required internal actions e.g. ensure
Reference Data is appropriate for the OBC requested as
defined in the RDCC [ref. 2], generate Type C Reference
Data, test changes. Changes are tested and validated by
Pathway where necessary.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 23 of 58
Fujitsu
Services
FUJ00232518
FUJ00232518
Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Interface Agreement for Operational Business
COMMERCIAL IN CONFIDENCE
Change - Product Version: 8.0
Date: 30 September 2002
Step
Taken by
Description
Pathway generates and delivers the RDMC Verification
Report and the Comparison Report to Post Office Ltd NS
CIT and delivers the actual Reference Data change to the
verification counters, as appropriate.
Note: Pathway does not send Pure Basic and Migration
Special Changes to Post Office Ltd NS CIT for
authorisation, as they are pre-authorised by Post Office
Ltd.
Verify &
authorise
completed
change
Post Office Ltd
NS CIT
Post Office Ltd NS CIT undertake OBC counter and
report verification (as appropriate) and confirm the
change as delivered is the change required, and
authorises the release of the OBC to the live estate.
Post Office Ltd NS CIT also sets the Alert flag on the
Authorisation Form, when appropriate. (see section 2.5)
N.B. Some changes are Pre-Authorised — please refer to
[ref 22]
N.B. The following steps may start after step 1 and run in parallel
5 I Review Pathway Pathway reviews, and responds to, all relevant
Operational Operational Focus or other Horizon update articles
Focus before publication and distribution (when required) to
articles confirm that the contents correctly reflect the system and
will not have an unnecessary impact on Helpdesk
resources. Post Office Ltd shall accept all amendments
reasonably requested by Pathway in pursuit of the
delivery of contractual services.
The process is described in [ref 17]
DN: this process is still under discussion
6 I Change Pathway Pathway releases Reference Data for all authorised OBCs
delivered to to the live estate.
counters Pathway will raise Delivery Alert on the Release Day, if
the Alert Flag is set and the change is to be effective next
day. (see section 2.5)
Where agreed with Post Office Ltd, the release may be
held pending communication to the Branches e.g. via
Operational Focus. (However if release delay risks the
Start Date, there may need to be another change
processed to amend the start date of the change).
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 24 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
3.5 Icon Change
Whilst the introduction of Icons (the pictures which appear on buttons) on the Horizon
desktop is not contractually a part of the OBC process, the scope of this document has been
extended to include the process for introducing new, or amending existing, Icons. The
process and agreed timescales for Icon change are described in [ref 20].
4 Types of Change
4.1 Introduction
Change types are pre-defined for inclusion into the OBC — product process. This definition
can be found in the Reference Data Change Catalogue (RDCC) [ref. 2]. Each pre-defined
change type is grouped as shown in the table in section 1.
The RDCC Product Change categories that apply to these changes are listed in sections 4.2
and 4.6 below. The assumptions listed in the RDCC must be adhered to, in order to apply
these categorisations.
4.2 Standard Changes
The order of the change types in this section is significant and is an indication of the level of
risk with each type and therefore the amount of checking that is deemed to be necessary. The
change types are in order of increasing risk from those which need little or no checking, as the
effect of an error would be minimal on the Live estate, to those which need extensive
checking, as the effect of an error may be significant on the Live estate. Those changes,
which are deemed to require minimal or no checking, are classified as Basic - Pure. Those
changes, which are deemed to require most checking, are classified as Advanced — Complex
or Advanced Complex Extended.
A complete list of changes applicable to each type is held within the RDCC. Should Post
Office Ltd decide that additional checking is required, a change may be submitted in a type
with a higher risk position in this section. However the converse is not true, in that a change
can never be requested with a lower risk position than the type shown in the RDCC.
Appendix B: Standard Changes - Details, shows a representative list of the changes for each
type.
4.2.1 Basic - Pure
Basic Changes do not require advanced notification from Post Office Ltd to Pathway (OBC
form). The delivery of the Reference Data file using agreed mechanisms [see section 0.3] is
the request for change. The file must identify that its contents are Basic Pure changes. The file
may contain more than one change of the same type. All Basic files contain only Class 1
Reference Data items. Pathway checks the contents of the file are appropriate for the type of
change. Pure changes do not require verification and are pre-authorised for release.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
4.2.2 Basic — High Risk
Basic Changes do not require advanced notification from Post Office Ltd to Pathway (OBC
form). The delivery of the Reference Data file using agreed mechanisms [see section 0.3] is
the request for change. The file must identify that its contents are a Basic High Risk change.
The file may contain more than one change of the same type. All Basic files contain only
Class 1 Reference Data items. Pathway checks the contents of the file are appropriate for the
type of change. High Risk changes require a Verification and a Comparison report and
authorisation by Post Office Ltd before release.
4.2.3, Advanced Simple
Advanced Simple changes require advanced notification from Post Office Ltd to Pathway (an
OBC form) to request the change. Associated Reference Data files must be identifiable as
such through the BCR number. Pathway checks the contents of the file are appropriate for
this type of change. Pathway has actions to take to implement the change (in addition to
processing the Type A Reference Data file from Post Office Ltd) e.g. update documentation,
but these actions can occur after the change has been released and therefore do not extend the
lead-time for the change. These changes require a Verification and a Comparison report and
authorisation by Post Office Ltd before release.
4.2.4 Advanced Standard
Advanced Standard changes require advanced notification from Post Office Ltd to Pathway
(an OBC form) to request the change. Associated Reference Data files must be identifiable as
such through the BCR number. Pathway checks the contents of the file are appropriate for
this type of change. Pathway has actions to take to implement the change (in addition to
processing the Type A Reference Data file from Post Office Ltd) e.g. process Type B files,
and these actions must occur before the change has been released, therefore the lead-times are
longer than for Simple or Basic changes. These changes require a Verification and a
Comparison report and authorisation by Post Office Ltd before release.
4.2.5 Advanced Complex
Advanced Complex changes require advanced notification from Post Office Ltd to Pathway
(an OBC form) to request the change. Associated Reference Data files must be identifiable as
such through the BCR number. Pathway checks the contents of the file are appropriate for
this type of change. Pathway must generate Type C Reference Data to implement the change
and test that the change works as requested in the OBC form. These changes require a
Verification and a Comparison report and authorisation by Post Office Ltd before release.
4.2.6 Advanced Complex Extended
This category of change has been introduced to differentiate from ordinary Advanced
Complex changes as the leadtime is longer to allow for additional validation/verification. In
all other respects this category is identical to Advanced Complex.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
4.3 AP
AP changes are similar to Advanced Complex changes and require notification from Post
Office Ltd to Pathway (an OBC form) to request the change. Associated Reference Data files
must be identifiable as such through the BCR number. Pathway checks the contents of the
file are appropriate for this type of change. Pathway has actions to take to implement the
change e.g. test Tokens and supply test files to the appropriate Post Office Ltd Client for Post
Office Ltd End to End testing of changes. These changes require a Verification and a
Comparison report, additional testing and authorisation by Post Office Ltd before release.
(as described in relevant AP documentation)
Introduce new AP client, service or token
Change client name (new token data)
Cease AP Client, product or token
Introduce new Smart Card
Notes on AP change:
e Changing AP product details when an end-to-end test file is not required falls outside the
category of AP change and is to be treated in the same way as any other product change.
e Ceasing AP Client, product or token when the service is Live, i.e. it is not being
withdrawn from a current CTO cycle, is to be implemented as an Advanced Simple
change, with the client service list being amended after the event.
4.4 System Parameters - Pure
With the introduction of Network Banking there is the need to provide a relatively speedy
method of changing some specific system parameters within defined limits. This new
category provides the mechanisms by which Post Office Ltd can request such changes.
Provided that the requested change falls within the limits specified within the Contract
Schedules Pathway will process the request and deliver the change directly to the Live estate
as there is no verification possible for such changes.
4.5 Icon Change
Changes to Icons are processed in a similar way to other OBC changes however, in most
cases Icons are produced in batches rather than individually. Full details of the process for
Icon changes are described in [ref 20]
4.6 Fast-track changes
4.6.1 Basic Express
A Basic Express change is a subset of Basic High Risk changes and must comply with the
definitions in [section 4.2.1]. However, the lead-times [see section 5] specified for a Basic
Express change can only be achieved where verification can be performed on the basis of the
Verification Report and not a Comparison Report. The type of change must be such that there
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
is minimal risk of error occurring elsewhere within the system as a result of applying the
change and is therefore limited to:
Change price of non-value stock
Change price of revaluable value stock *
Change min/max quantity/value
Change Long/ Medium / Short name
The limits for use are:
only for the categories of change which conform to the above e.g. ‘Ticket and
Travel’ products or to meet the requirement for Tight Timescales
only OBCs that must be active on completion of the change within 48hrs &
OBCs must be received by Post Office Ltd Change Implementation Team by 10am
on a working weekday and
® only normal volumes of change as defined in [section 5.11]
© the Change Number must start with defined prefixes [ref. 15 and 22]. If a Change
is delivered to Pathway with this prefix but the contents do not meet the specified
criteria it will be processed according to the normal lead-times. Pathway will
inform Post Office Ltd using the incident process.
* Note: When a Basic High Risk change is to change the price of revaluable value stock,
Horizon counters will prompt counter staff on each of the three calendar days prior to
when revaluation will need to be performed, provided that the Reference Data is already
at the counter. Should a similar change be put through the Basic Express mechanism,
this prompting period may be for less than three calendar days. It is Post Office Ltd’s
responsibility to provide any additional notification required to users.
& Where the change is as described above, the requirement for completion within 48hrs may
be extended, if required, to allow for this 3 calendar day period.
4.6.2. Migration Special
A Migration Special change is a specific subset of Basic Pure changes and must comply
with the definitions in [section 4.2.1]. Migration Specials are pre-authorised for release
and no verification is required.
Migration Special changes are additions only to the Reference Data defining which non-
core products a particular branch can sell, normally where the branch has been selling the
item but the Reference Data does not reflect this. This Reference Data is needed so that
the Cash Account can record those sales, when it is migrated to the Horizon system.
The limits for use are:
additions to Non-core Product to Branch mappings only
Reference Data must be received by Pathway by 10am for release to be actioned
on the day of receipt or a phone call is required requesting a later file to be
released
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Reference Data files must be identifiable as Migration Specials
Migration Specials differ from the standard Basic Pure change for adding non-core
associations to an branch by virtue of:
® the urgency with which the data needs to be delivered to the branch.
® Migration Specials refer to one branch or one product — the normal Basic Pure
change may have any combination of products and branches.
Where possible Post Office Ltd should use the Basic Pure change for addition of non-
core association records.
Once Pathway has confirmed that the Reference Data is of the required type it will be
released to the ‘Live’ environment.
4.6.3. Tight Timescales
4.6.3.1 Requirement
Requirement 539/3 states there is a need to “implement changes to Reference Data to tight
timescales. As an example of such timescales, it shall be possible to implement Reference
Data changes consequent on a [Treasury] Budget by start of business on the following day”.
4.6.3.2 Definition
A Tight Timescale change is caused by either:
© an emergency situation where normal lead-times cannot be adhered to because of legal
circumstances outside of Post Office Ltd control, or
«to allow Post Office Ltd to exploit commercial opportunities.
Each instance of such change must be notified in writing by Post Office Ltd to Pathway and
agreed between Post Office Ltd Head of Network Support and the Pathway Customer
Service Director or their nominated authorised deputies.
4.6.3.3 Types
Analysis by Post Office Ltd of the business requirements indicates that the types of change
that require to be actioned in Tight Timescales are:
e Price changes
e Emergency cessation of a product
e Product introduction or change where the product has been created in advance with
interim details.
a) Price Change
The most frequent Tight Timescale changes are price changes. These may be processed via
the fast-track Basic Express route.
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FUJ00232518
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
b) Emergency cessation
From the CSR+ version of Horizon the ability to transact a product is controlled by the use of
Item Transaction Modes and therefore these type of changes may be processed via the fast-
track Basic Express route.
©) Product introduction or change (with interim details)
A new product (or product change) can be introduced in advance of all details being available
e.g. to meet a late-breaking business opportunity. Mandatory details should be provided
initially, although some will have interim values
e.g.
e product name may be set to “test name” or other identifiably interim name.
e the cash account mapping may be to a lixne marked as “temporary” .
e the button for the product may not be introduced until a later date, with the product only
available to be sold by PLU initially.
The “interim” product should be verified using standard processes for product change [see
sections 3.4 and 5.6].
To set up the interim product the normal lead-times should be adhered to. When the interim
product cannot be set up with the normal lead-times, it will be dealt with as a high priority
exception [see section 9.2].
The interim details will be later replaced using:
* a Basic Express change for the final information relating to price and name. This must be
identifiable as part of the Tight Timescale change, and will be verified via the
Verification Report for Basic Express, before the change is released
e standard changes that occur after the go live of the product e.g. the introduction of the
button, or the change of the Cash Account mapping.
An example of the timeline is shown below:
Weeks
Interim product _ Interim product ~ u name ont Button ’
introduced as introduced as ; _ ail 7 introduces lor c/a
standard change high priority introduced as re-mapped at a
with interim exceptional Basic Express _ later date as a
values change with standard change
interim values
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FUJ00232518
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
4.6.3.4 Limitations when information is available at a very late stage
Whilst acknowledging that Post Office Ltd may not have control over legal or governmental
changes it must be recognised that the ability of the end to end process to produce, check,
authorise and release Reference Data takes a finite time and therefore it may not be possible
in all circumstances to meet the requirements. To this end the following are guidelines to the
limitations for Tight Timescales changes where the information is only made available at a
very late stage (e.g. 4 p.m. on a budget day).
e The time to key the data into the RDS system, extract and transmit to Pathway must
be considered (probably a minimum of I hour)
e The time that RDMC takes to process the incoming data must be considered
(approximately 30 minutes)
e If counter checks at Post Office Ltd are required an absolute minimum of 2 hours is
required for RDT system processing. It is therefore likely that this time will not be
available and therefore checking of the data can only be by review of reports —
minimum of 30 minutes to produce and transmit to OSG
e The time that Post Office Ltd will take to validate reports, or view data on counters
should time be available for extract, needs to be considered (estimated as a minimum
of 30 minutes)
e In order to meet normal operational schedules, authorisation to release a Tight
Timescales change should be received by Pathway by 7:30 p.m.
e The introduction of new items is impossible overnight. If there is a possibility that
new items will be needed their skeleton data must be set up in advance, as described
above in section 4.6.3.3.c
e Changes to Menu Hierarchy can only be achieved within Tight Timescales when
sufficient time is available — under normal circumstances, where the normal leadtime
is not available, a Business Critical Advanced Change may be appropriate
e An overnight change should therefore only be of the type which amends the price or
name of items
On the basis of the above timings, the latest time for commencement for an overnight Tight
Timescales change, such as Budget announcements, to be with RDOT for keying is 5 p.m. for
a change to be checked by report and 3 p.m. for a change to be checked by counter. Whilst
these timings are theoretically possible any error which occurs in data preparation or is
discovered during checking may affect the ability of all parties to complete the exercise.
Therefore, wherever possible more time should be given.
4.6.4 Live Fix
The time scale for incident correction is driven by the impact of the incident, the complexity
of the solution and the Start Date (or Agreed Date) for the change to be live at the branches.
(see section 9.3)
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FUJ00232518
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
4.6.5 Business Critical Advanced Change
It has been recognised that the Pathway and Post Office Ltd operational units have the ability,
in some circumstances, to shorten the OBC lead time without adversely impacting the success
of the change, or any other change in the system.
A Business Critical Advanced Change category has been introduced to permit operational
units to decide, where possible, to deliver change within a shorter time than the specified
leadtime. I BCAC does not replace Tight Timescales but rather offers an alternative,
operational, method (similar to Basic Express) of progressing Advanced changes.
= Each instance of a Business Critical Advanced Change must be agreed by each the groups
involved in the processing of the change (normally Post Office Ltd Change
Implementation Team, RDOT and RDT) before the change is submitted to Pathway for
action. This must include agreement on the effective date for the Reference Data
= The leadtime requirement for such a change must be shorter than that which would
normally be required to complete the change
= The agreed leadtime requirement must be achievable
= Any errors or modifications which occur in the delivery of such a change are likely to
cause failure to achieve the agreed leadtime
= Only minimal changes to the Menu Hierarchy are possible within shortened leadtimes. If
the introduction of a new item is required in short timescales this should be considered via
the PLU in the first instance with buttons to follow
= A maximum of I such change is permitted within any single week and 2 such changes in
any rolling 4 week period
= RDORF may, by agreement, modify the maximum quoted above
= RDORF will review each instance of such a change to establish why it was necessary to
invoke this process (without prejudice to any business confidentiality)
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
5 Lead-time for changes
5.1 Introduction
The lead-times quoted in this section are the end-to-end times covering both Post Office Ltd
and Pathway activities. Each party must meet each milestone applicable to it in order that the
subsequent milestones and the end-to-end lead-times are achieved. The types of change that
relate to each category are defined in [section 4].
These lead-times apply for the volumes given in [section 5.11].
The lead-time runs from initiating a change until the change is Released to the live system.
Delivery to Counters following release is as described in section 3.3
Notes:
For simplicity, the models used do not show activities that occur in parallel.
day = working weekday (Mon-Fri, excluding English Public Holidays)
adow = any day of the week, includes non working weekdays (Mon-Sun)
times = latest time action can occur to meet the schedule
Where a time is given next to a milestone, the time is critical to achieving that milestone.
Where the time is not given, the default is for the handover between organisations to be
complete by 8am. Failure to achieve a milestone by the given (or default) time potentially
extends the lead-time of the change.
Whilst there are indications of the time taken at each stage of the processing these cannot be
taken to be definitive, i.e. the overall leadtime should be taken as the most significant
information.
N.B. The leadtime should be used in relation to when data is required to be delivered to
counters on the Live estate, which may be earlier than the start date on the data.
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Services
Fujitsu Services ( Pathway) Ltd / Post Office Ltd
Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
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Ref: CS/PRD/os8
Version: 8.0
Date: 30 September 2002
5.2 Basic - Pure
Changes that involve changing Type A Reference Data only and do not require verification.
End-to-End lead time = 5 days
Action Duration
Business generates change I day
Post Office Ltd processes 1 day
change
RDOT input Reference Data 2 days
Pathway
Pathway
System processes
process change I day
Result
Deliver OBC to Post Office
Ltd
Deliver Reference Data to
RDOT
Send to Pathway
Available to Pathway
Release change
(release day)
Milestone
Day 1 (6pm)
Day 2 (6pm)
Day 4 (Spm)
Day 5 (8am) *
Day 5 (Spm)
Owner
Post Office
Ltd
Post Office
Ltd
Post Office
Ltd
Pathway
Delivery to Counters following release is as described in section 3.3
* Note:
Basic — Pure Reference Data files (identifiable as such by virtue of the OBC prefix
used) arriving by 10am, on a working weekday, will be released that night by
Pathway, for distribution.
Basic — Pure Reference Data files received by Pathway by 4pm and accompanied by a
notifying 'phone call’, on a working weekday, will be released that night by Pathway,
for distribution.
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Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
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Ref: CS/PRD/os8
Version: 8.0
Date: 30 September 2002
5.3 Basic — High Risk
Changes that involve changing Type A Reference Data only and required verification.
End-to-End lead time = 10 days
Action
Business generates change
Post Office Ltd processes
change
RDOT input Reference Data
Pathway System processes
Pathway process change
Pathway generate RDMC
verification & comparison
reports
Post Office Ltd check
reports
Pathway process
authorisation
Duration
I day
I day
2 days
2 days
2 days
2 days
Immediate
Result
Deliver OBC to Post Office Ltd
Deliver Reference Data to
RDOT
Send to Pathway
Available to Pathway
Deliver Reference Data to Post
Office Ltd
Deliver Reports to Post Office
Ltd
Notifies Pathway of
authorisation
Release change
(release day)
Milestone
Day I (6pm)
Day 2 (6pm)
Day 4 (8pm)
Day 5 (8am)
Day 6 (6pm)
Day 8 (6pm)
Day 10 (8pm)
Day 10 (8pm)
Owner
Post Office
Ltd
Post Office
Ltd
Post Office
Ltd
Pathway
Pathway
Post Office
Ltd
Pathway
Delivery to Counters following release is as described in section 3.3
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
5.4 Advanced Simple
Changes requiring advanced notification that involve Type A Reference Data changes only
before release.
End-to-End lead time = 10 days
Action Duration Result Milestone Owner
Business generates change 1 day Deliver OBC to Post Office Day 1 (6pm) Post Office
Ltd Ltd
Post Office Ltd processes 1 day Deliver notification to Pathway Day2 I Post Office
change (6pm) Ltd
Post Office Ltd processes 1 day Deliver Reference Data to Day 2 Post Office
Reference Data RDOT (6pm) Ltd
RDOT input Reference Data 2 days Send to Pathway Day 4 Post Office
(8pm) Ltd
Pathway System processes Available to Pathway Day 5
(8am)
Pathway process request for 2 days Preparations complete Day4 I Pathway
change (6pm)
Pathway processes 2 days Deliver Reference Data to Post Day 6 Pathway
Reference Data Office Ltd (6pm)
Pathway generate RDMC 2 day Deliver Reports to Post Office Day 8 Pathway
verification & comparison Ltd (6pm)
reports
Post Office Ltd check 2 days Notifies Pathway of Day 10 Post Office
reports authorisation (8 pm) Ltd
Pathway process Immediate Release change Day 10 Pathway
authorisation (release day) (8 pm)
Update systems & Varies Day 11+ Pathway
documentation
Delivery to Counters following release is as described in section 3.3
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE
Date: 30 September 2002
5.5 Advanced Standard
Changes that, in addition to Type A Reference Data, require activities such as loading Type B
(scales and discount indicator) Reference Data, managing additional information, MIS
updates or testing.
End-to-End lead time = 14 days
Action Duration Result Milestone Owner
Business generates change 1 day Deliver OBC to Post Office Day I (6pm) Post Office
Ltd Ltd
Post Office Ltd processes I day Deliver notification to Day2 I Post Office
change Pathway (6pm) Ltd
Post Office Ltd processes 2 days Deliver Reference Data to Day 4 Post Office
Reference Data RDOT (6pm) Ltd
RDOT input Reference Data 3 days Send to Pathway Day 7 Post Office
(8pm) Ltd
Pathway System processes Available to Pathway Day &
(8am)
Pathway process request for 2 days Preparations complete Day 4 Pathway
change (6pm)
Pathway process Reference 2 days Ready for testing Day9 Pathway
Data (6pm)
RDT test change 1 days Deliver Reference Data to Day 10 Pathway
Post Office Ltd (6pm)
Pathway generate RDMC 2 day Deliver Reports to Post Day 12 Pathway
verification & comparison Office Ltd (6pm)
reports
Post Office Ltd check 2 days Notifies Pathway of Day 14 Post Office
reports authorisation (8 pm) Ltd
Pathway process Immediate Release change Day 14 Pathway
authorisation (release day) (8 pm)
Amend MIS mapping I day Day 14 Pathway
(6pm)
Update documentation Varies Day 12+ Pathway
Delivery to Counters following release is as described in section 3.3
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
5.6 Advanced Complex
Changes that require update Type C Reference Data.
End-to-End lead time = 25 days
Action Duration Result Milestone Owner
Business generates change 2 days Deliver OBC to Post Day 2 (6pm) Post Office
Office Ltd Ltd
Post Office Ltd processes 2 days Deliver notification to Day4 I Post Office
change Pathway (6pm) Ltd
Post Office Ltd processes 2 days Deliver Reference Data to Day 6 Post Office
Reference Data RDOT (6pm) Ltd
RDOT input Reference Data 5 days Send to Pathway Day 11 Post Office
(8pm) Ltd
Pathway System processes Available to Pathway Day 12
(8am)
Pathway process request for 2 days Preparations complete & Day7 Pathway
change notify CD (6pm)
Pathway processes 2 days RDT handover to CD Day 13 Pathway
Reference Data (6pm)
Create Type C Reference 5 days Ready for testing Day 18 Pathway
Data (6pm)
RDT Validate changes 2 days Deliver Reference Data to Day 20 Pathway
Post Office Ltd (6pm)
Pathway generate RDMC 2 day Deliver Reports to Post Day 22 Pathway
verification & comparison Office Ltd (6pm)
reports
Post Office Ltd check 3 days Notifies Pathway of Day 25 Post Office
reports authorisation (8 pm) Ltd
Pathway process Immediate Release change Day 25
authorisation (release day) (8 pm)
Amend MIS mapping I day Day 25 Pathway
(6pm)
Update documentation Varies Day 25+ Pathway
Delivery to Counters following release is as described in section 3.3
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
5.7 Advanced Complex Extended
Changes that may require updated Type C Reference Data and/or extended
validation/verification.
End-to-End lead time = 30 days
Action Duration Result Milestone Owner
Business generates change 2 days Deliver OBC to Post Day 2 (6pm) Post Office
Office Ltd Ltd
Post Office Ltd processes 2 days Deliver notification to Day 4 Post Office
change Pathway (6pm) Ltd
Post Office Ltd processes 2 days Deliver Reference Data to Day 6 Post Office
Reference Data RDOT (6pm) Ltd
RDOT input Reference Data 5 days Send to Pathway Day 11 Post Office
(8pm) Ltd
Pathway System processes Available to Pathway Day 12
(8am)
Pathway process request for 2 days Preparations complete & Day7 Pathway
change notify CD (6pm)
Pathway processes 2 days RDT handover to CD Day 13 Pathway
Reference Data (6pm)
Create Type C Reference 10 days Ready for testing Day 23 Pathway
Data (6pm)
RDT Validate changes 2 days Deliver Reference Data to Day 25 Pathway
Post Office Ltd (6pm)
Pathway generate RDMC 2 day Deliver Reports to Post Day 27 Pathway
verification & comparison Office Ltd (6pm)
reports
Post Office Ltd check 3 days Notifies Pathway of Day 30 Post Office
reports authorisation (8 pm) Ltd
Pathway process Immediate Release change Day 30
authorisation (release day) (8 pm)
Amend MIS mapping 1 day Day 30 Pathway
(6pm)
Update documentation. Varies Day 30+ Pathway
Delivery to Counters following release is as described in section 3.3
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Services
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Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
Ref:
Version: 8.0
Date: 30 September 2002
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CS/PRD/058
5.8 AP Client Take-On
As described in AP Client Service Introduction and Change Processes & CS Services
Catalogue documents [ref. 3 & 4].
5.9 Basic Express
Changes that involve only Type A Reference Data and are one of the named change types in
[section 4.6.1].
End-to-End lead time = 2 days
Action
Business generates change
Post Office Ltd processes
change
RDOT input Reference Data
Pathway System processes
Pathway process change
Pathway generate
verification reports
Post Office Ltd check
reports
Pathway process
authorisation
Duration
2 hours
3 hours
7 hours
1 hour
2 hours
4 hours
2 hours
Result
Deliver OBC to Post Office
Ltd
Deliver Reference Data to
RDOT
Send to Pathway
Available to Pathway
Deliver Reference Data to
Post Office Ltd
Deliver Reports to Post
Office Ltd
Notifies Pathway of
authorisation
Release change
(release day)
Milestone
Day 1 (10am)
Day 1 (1pm)
Day 1 (8pm)
Day 2 (8am)
Day 2 (10am)
Day 2 (noon)
Day 2 (4pm) *
Day 2 (6pm)
Owner
Post Office
Ltd
Post Office
Ltd
Post Office
Ltd
Pathway
Pathway
Post Office
Ltd
Pathway
Delivery to Counters following release is as described in section 3.3
* Note: As Basic Express is a form of Fast Track change and therefore outside the norm
it is a Pathway requirement that authorisation is received by 4 pm.
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
5.10 Migration Special
To meet the need to apply a quick change to the Product to Branch mappings for an branch
End-to-End lead time = 1 day
Action Result Milestone Owner
required change identified Notify RDOT = Post Office
Ltd
RDOT input Reference Data Send to Pathway * Post Office
Ltd
Pathway process change Release change * Pathway
(release day)
Delivery to Counters following release is as described in section 3.3
* Note:
Migration Special Reference Data files (identifiable as such by virtue of the OBC
prefix used) arriving by 10am on a working weekday, will be released that night by
Pathway, for distribution.
Migration Special Reference Data files received by Pathway by 4pm and accompanied
by a notifying 'phone’ call, on a working weekday, will be released that night by
Pathway, for distribution.
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Services Interface Agreement for Operational Business
Change - Product
COMMERCIAL IN CONFIDENCE
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Ref: CS/PRD/os8
Version: 8.0
Date: 30 September 2002
5.11 System Parameters - Pure
Changes that involve changing system parameters and do not require verification (i.e. are pre-
authorised).
End-to-End lead time = 3 days
Action
Business generates change
Post Office Ltd processes
change
Pathway process change
Duration
I day
I day
2 days
Result
Deliver OBC to Post Office
Ltd
Deliver information to
Pathway
Release change
Milestone
Day 1 (6pm)
Day 2 (10am)
Day 3 (8pm)
Owner
Post Office
Ltd
Post Office
Ltd
Pathway
Delivery to Counters following release is as described in section 3.3
* Note:
System Parameters — Pure requests arriving by 10am, on a working weekday, will be
processed and the data released by Pathway for distribution on the night following.
At the Network Banking release of the Horizon system the only System Parameters
that may be amended using this category are:
MCWP
MAAWP
Amendments will be within limits defined within the Contract Schedules.
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
6 Volume of change
6.1 Introduction
The Post Office Ltd forecast volume of Operational Business Change is shown in Appendix
A: OBC Volumes for Year 2002
On a 3 monthly basis the RDORF will review actual and forecast volumes to estimate the
impact on future capacity and lead-times.
6.2 Committed volumes
The Reference Data Operational Review Forum will review both changes to forecast and
actuals against the baseline.
The baseline for Reference Data record changes is given in the AIS [ref. 5].
Data, which is required specifically for the implementation of a new system release (e.g.
NWB), is exceptional to these committed volumes and as such will not be accounted within
any measurement against this Agreement.
Where:
e the quarterly forecast figures (or observed actuals) for a rolling 12 month period, show an
increase of more than 15% on the baseline for the (aggregated) total of all OBCs or for
all Reference Data records or
e Fast-track changes (excepting Migration Specials) exceed 10% of the rolling annual total
volume of changes, then
a Change Request (CR) is required for full impacting of the resource needed to deliver the
end-to-end process and to establish a new baseline.
Where these limits are exceeded changes will be processed as exceptions [see section 9.2].
N.B. Changes requested directly by Pathway or required to support a major system upgrade or
as otherwise agreed (e.g. database tidying activity) may be excluded from change volumes by
agreement between Post Office Ltd and Pathway.
6.2.1 Peaks in Business Change activity
e Where the total volume of Business changes raised in any week is no more than 15%
above the baseline, the changes will be processed to meet the agreements specified in this
document.
e Where the total volume of Business changes raised in any week is more than 15% above
the baseline, this is termed a ‘peak’.
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
e Where the ‘peak’ is between 15% and 30% above the baseline, notification must be given
at least 1 week in advance, for the changes to be processed to meet the agreements
specified in this document.
e Where the ‘peak’ is between 30% and 50% above the baseline, notification must be given
at least 4 weeks in advance, for the changes to be processed to meet the agreements
specified in this document.
e Where the total volume of Business changes raised in any week is anticipated to be
greater than 50% above the baseline, or where the notice period of a peak is not possible,
the changes will be treated as an exception [see section 9.2].
e Where sufficient notice of an increase in volume over 50% above the baseline is
available, a CR can be raised to change the baseline.
e Where the total volume of Business changes is greater than 20% above the baseline, over
a 3-month period, a CR is required to change the baseline volumes.
RDORF will ensure that there is careful co-ordination of each component of the change(s)
and will prioritise between current work, where necessary.
Examples of peak activity are end of year and Tariff Changes.
a) End of year
The end of financial year changes will normally represent a peak in change activity. Changes
that can be expected at this time of year include:
e Cash Account changes (which are not covered by OBC processes but do need to be co-
ordinated with the OBC activity)
e changes caused by Budget decisions
© other product changes, e.g. Tariff Change or the introduction of new Homecare Stamp
Changes.
Post Office Ltd and Pathway will plan and manage these changes as separate peak change
projects.
b Tariff changes
A Tariff Change may include new product introduction, revaluation, price changes and/or
scales data changes, with multiple changes of each type. It may cause a large overhead on
verification, particularly of scales data, and requires careful co-ordination, as well as being
open to last minute amendment by Postcomm.
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
7 Deliverables
To ensure milestones are not put at risk all deliverables must be:
Complete and identifiable e.g. cross referencing change numbers
Error free [see section 9.3 for managing errors]
Correctly dated (see section 7.3)
Delivered by the relevant deadlines set out in the Interface Agreement [see section 5 for
required milestones]
e Delivered through the agreed mechanisms.
7.1 Post Office Ltd to Pathway
Post Office Ltd shall deliver to Pathway:
1) Reference Data for Advanced and Basic changes
2) Operational Business Change forms for Advanced changes and System Parameter Pure
3) Supporting items and/or information appropriate for changes e.g. AP tokens, Operational
Focus
4) Authorisation for Advanced and High Risk Basic changes
5) Volumetric forecasts of changes, including peaks
7.2 Pathway to Post Office Ltd
Pathway shall deliver to Post Office Ltd:
1) Reference Data direct to Live Counters, for OBCs that are pre-authorised by Post Office
Ltd.
2) Reference Data to Verification Counters, for OBCs to be verified, and that:
e include Type C Reference Data for Advanced changes when necessary
e has been validated to ensure changes work as requested on the OBC forms.
3) Verification and Comparison Reports (as appropriate) that identify exactly what changes
to the counter have been implemented
4) Reports to RDORF on volumetrics, including observed peaks.
7.3 Future Dating
Reference Data records contain a ‘Start Date’ which is the date on which the change is to
become effective on the Horizon counters. This date should always be in the future when the
data is created and remain a ‘future date’ throughout processing and distribution so that it is
still a future date when it arrives at the counters.
There is a risk to Post Office Ltd if the OBC process is not initiated sufficiently in advance of
the Start Date to allow for:
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Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
e the IFA lead-time for processing, validation, authorisation and release to the Live system
for that particular type of change
¢ the distribution time to branches.
e additional contingency where Post Office Ltd consider the Reference Data to have
business critical importance
Where, for whatever reason, Post Office Ltd are unable to initiate the OBC process
sufficiently in advance, then Post Office Ltd and Pathway would establish an Agreed Date to
supersede the Start Date.
Pathway reserves the right to log as a pre-live incident, the receipt of any Reference Data
which is not future dated. This is because data which has an immediate start date (i.e. any date
in the past at the time when the data reaches the Horizon counter) may have an adverse effect
and may create additional calls to HelpDesks.
The scheduling of non-future dated data by Post Office Ltd delaying authorisation of the
release of Reference Data is not an approved method.
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
8 Roles & Responsibilities
8.1 Post Office Ltd — General
Post Office Ltd shall, without limitation:
8.1.1 Administration and Control
a) Appoint and communicate to Pathway the name of an owner for this Interface Agreement.
The owner shall maintain and communicate to Pathway the list of change authorisers for
Product Reference Data.
b) Measure & report on the performance of processes carried out by Post Office Ltd under
this Interface Agreement.
c) Participate in the Service Review process, to cover all aspects of the process and its
operation, including the provision of regular forecasts of volumes, at least annually.
d) Review the OBC process, documentation and forms to identify and implement
improvements jointly with Pathway.
e) Maintain details of the Post Office Ltd contacts relevant to these processes within the
change contacts list in the OLAs [ref. 12 & 13].
f) Ensure that all staff involved in the OBC process are aware of their role and
responsibilities
8.1.2 Implementation
a) Ensure Post Office staff and clients are aware of changes in time to make the necessary
preparations
b) Resolve queries from Pathway that are material to an OBC
c) Communicate issues and exception information to Pathway, as reasonably necessary to
assist them, to enable them to manage and control all their relevant change activity on the
Pathway side of the change interface.
d) Provide the Postmaster communication (e.g. Operational Focus, Memo View) to
Pathway for comment before release and make any amendments reasonably required by
Pathway
e) Identify potential variations to the service as soon as known e.g. peak activity
f) Process and communicate advanced product changes, in accordance with timescales in
[section 5], to Pathway ensuring, where necessary, that changes are submitted separately
in units of release.
g) Verify changes and provide authorisation ready for release [in accordance with section
8.6]
h) Ensure that the Post Office Ltd copy of reference documents, e.g. copy of the Menu
Hierarchy, is available to Post Office Ltd staff who require it
i) Maintain and ensure the security of the OBC Product and Reference Data verification
mailboxes on Post Office Ltd servers
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Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
8.1.3 Files & Reference Data
a) Ensure the date contained in the Reference Data is in accordance with the required lead-
times [see section 5]
b) Where possible, all Reference Data which should be applied as a unit, as defined by
business rules or the OBC, should be supplied in a single file. Where this is not possible,
subsequent files must be identifiable as the same unit of release.
c) Recognise that the file is the unit of release and all changes within one file are
constrained by the longest lead-time.
d) Allocate unique Business Change Request number (Change Control Number).
e) Ensure all required change information and data is submitted to Pathway e.g. menu
hierarchy information [ref. 14] AP CTO packs etc.
f) Ensure the accuracy and integrity of the change information and Reference Data provided
to Pathway
8.2 Post Office Ltd - Reference Data Operational Team
Post Office Ltd RDOT shall, without limitation:
a) Process and transmit basic Reference Data changes to Pathway over routes & timetables,
as specified in the OLA [ref. 12].
b) Supply Reference Data to support advanced change in accordance with specified
standards [see section 0.3].
c) Allocate unique Business Change Request number (Change Control Number) where
necessary.
d) Ensure that the content of any file is consistent with the change identifier.
8.3 Post Office Ltd Network Business Support Centre (NBSC)
NBSC shall, without limitation:
a) Provide an interface to log Post Office Ltd Live incidents raised by Post Office Ltd or
Pathway.
b) Monitor, track and provide updates on Post Office Ltd Live incidents, to resolution.
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FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
8.4 Pathway responsibilities
Pathway shall, without limitation:
8.4.1 Administration and Control
a)
b)
c)
qd)
e)
Appoint and communicate to Post Office Ltd the name of an owner for this Interface
Agreement.
Measure & report to RDORF the performance of Pathway processes carried out under
this Interface Agreement.
Participate in the Service Review process, to cover all aspects of the process and its
operation, including the provision of 3 monthly reports on the volume of change received
over the previous year.
Review the OBC process, documents and forms to identify and implement improvements
jointly with Post Office Ltd.
Maintain the details of the Pathway contacts relevant to these processes within the OBC
Product Change contacts list in the OLAs [ref. 12 and 13].
Ensure that all staff involved in the OBC process are aware of their role and
responsibilities
8.4.2 Implementation
a)
b)
c)
d)
e)
8)
h)
i)
)
Ensure Pathway staff and suppliers are aware of changes in time to make the appropriate
preparations, where necessary
Review the Postmaster communication/instructions and notify Post Office Ltd of any
amendments reasonably required, before issue.
Communicate issues and exception information to Post Office Ltd, as reasonably
necessary to assist Post Office Ltd, to enable them to manage and control all their
relevant change activity on the Post Office Ltd side of the change interface.
Receive and progress basic Reference Data change requests through the Reference Data
change procedures
Receive and progress advanced Reference Data change requests. These may be sent
electronically by Post Office Ltd to the OBC Product Change Mailbox or via fallback
routes (e.g. fax)
Assess advanced changes and identify and deliver the change services needed to satisfy
specific changes
Ensure that supporting Pathway processes are implemented to manage the delivery of
change services
Ensure that appropriate updates to Menu Hierarchy are forwarded to Post Office Ltd
librarian for onward distribution within Post Office Ltd
Provide invoices for the completion of work, when appropriate [see section 9.5]
Release correctly authorised changes to meet the Agreed Date [see section 9.3]
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 49 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
8.4.3 Files & Reference Data
a) Provide changed Reference Data, Verification and Comparison Reports in accordance
with agreed procedures [see section 0.3]
8.5 Horizon Service Helpdesk (HSH)
HSH shall, without limitation:
a)
b)
Provide an interface to log Pathway Live incidents raised by Post Office Ltd or
Pathway.
Monitor, track and provide updates on Pathway Live incidents, to resolution.
8.6 Verification, authorisation & release
Note: for details of the process [see section 3.4].
1)
2)
3)
4)
Vv
Vv
Vv VVVVV
Vv
Vv
Post Office Ltd shall
Verify the OBC form before keying the Reference Data.
Use the RDS system built in validation rules on the Reference Data keyed in.
Verify the Reference Data once it has been keyed, before it is sent to Pathway.
Pathway shall
Check that all the Reference Data required for an OBC has been received.
Check that the contents of a file are appropriate for that file / change type.
Confirm that the Postmaster communication/instruction is appropriate
Raise any queries with Post Office Ltd relevant to the progression of an OBC
Produce a Verification and Comparison Report (where necessary) for changes
delivered to the verification counters.
Confirm that the change works technically, before sending data and reports to Post
Office Ltd for verification.
Post Office Ltd shall
Perform Authorisation
Gain the agreement of Pathway, where Post Office Ltd wish to release a change that
contains a known deviation from the original intention (including an inappropriate
communication).
Pathway shall
Explain to Post Office Ltd’s reasonable satisfaction any queries which Post Office Ltd
have arising from the validations carried out, or, where the change is part of the
technical implementation, accept responsibility for that element of the change.
Not unreasonably withhold its agreement to release changes which Post Office Ltd
approve as acceptable deviations from the original intention.
Release the Reference Data for authorised changes to the live system provided Post
Office Ltd has complied with it obligations set out in [section 8.6 para 3].
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 50 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
Each party accepts responsibility for those aspects of a change for which it has responsibility
to test.
Business tests for the purpose of verifying changes to Reference Data are conducted by Post
Office Ltd and are described in [ref. 14]. These tests include, where appropriate, review of
Verification and Comparison Reports and the functional testing of Reference Data on test
counters supplied by Pathway. Authorisation from Post Office Ltd to Pathway to release
Reference Data is made on the basis of these tests.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 51 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
9 Orders and exceptions
9.1 Orders
e The receipt in the CS Reference Data team mailbox of the OBC form is the confirmed
request from Post Office Ltd to Pathway, for Advanced and System Parameter Pure
Changes.
e The receipt of a Reference Data file containing only Basic (Class 1 Reference Data) in the
RDMC, is the confirmed request for change from Post Office Ltd to Pathway.
e The receipt of a correctly completed Authorisation Form from Post Office Ltd is the
confirmed authorisation to release the change.
e The receipt of pre-authorised change files (e.g. Migration Special, Pure Basic or System
Parameter Pure) clearly identified as such and containing that type of change, is the
authorisation for release of the changes.
e Requests for non-OBC changes (i.e. those not defined in the RDCC [ref. 2]) will not be
accepted and need to be submitted as a Change Request. However, the change request
may also initiate an update to the RDCC so that new changes are introduced to the OBC
process, where agreed. In many cases once a CR has been approved the delivery
mechanisms will be the same as, or similar to, those used for OBC.
9.2 Exceptions
Exceptions, e.g. to volumes or lead-times, will be processed using available resources without
any guarantee of service delivery. Both Post Office Ltd and Pathway shall notify the other
party when a request is recognised to be an exception.
Note: An agreed Deviation to the Service (e.g. Reference Data necessary for the
implementation of a new system release such as CSR+) is not an exception.
Post Office Ltd may wish to change the priority of an exceptional change so that it is given
preference over normal changes. In this instance the agreed lead-times may be extended pro
rata for displaced activities.
9.3 Errors and Rework
This section relates to errors or rework for both Product and Branch Reference Data, where
appropriate.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 52 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
9.3.1 Recording Pre-Live Incidents
All observed errors will be recorded as pre-live incidents in accordance with the OLAs (refs.
12 & 13). The change will be suspended awaiting corrective action, potentially delaying the
achievement of that milestone for all changes affected by the error. For example, a file
containing records that are rejected will not be processed until the rejected records are
corrected and any other change which is in any way associated with the rejections may also be
delayed. Where the achievement of a milestone is at risk, corrective action will be taken by
the appropriate party or parties, by agreement, in order to achieve the final milestone, where
possible.
A pre-live incident will be raised for late deliverables.
If the Start Date contained within Reference Data record is not future dated or is set to a date
prior to the Required Date a pre-live incident will be raised i.e. the Start Date is either prior to
the date on the OBC form, or is not consistent with the overall lead-times (see section 7.3).
If it is known that the final milestone will not be achieved, or an alert has been requested and
the data is being released and will become active on the following day an Alert may be
necessary as described in section 2.5.
9.3.2 Rework categorisation and thresholds
Rework files are files which are, or appear to be, either Amendment files or Error Corrections
files to a change that is currently being progressed. They necessitate additional activity by all
parties and as such may have an impact on lead-times.
Appropriate steps shall always be taken to establish and eliminate the root cause of Rework.
This will be monitored by the RDORF
9.4 Escalation
Disagreements about the service e.g. whether a change is exceptional, will be raised, and
wherever possible resolved, at the RDORF. If agreement cannot be reached at the RDORF,
either party may invoke formal escalation mechanisms.
9.5 Charging
e AP Client Take-On is charged as specified [see ref. 4].
e Deviations to the service will be charged as per the CCN.
e Invoices will be raised and paid in accordance with Contract Schedule A10.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 53 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
10 Appendix A: OBC Volumes for Year 2002
The volume of change estimated by Post Office Ltd for the year 2002 is as follows.
The values were provided initially in December 1999, and subsequently amended.
Change and Category OBC
Volume
Basic Change
Change price & min/max price/volume 660
Increase non core product availability in branches 432
Change MOP for product (existing MOPs) 86
Change customer sales rules 27
Change product name 22
Change voidable / reversable 5
Subtotal I 1232
Advanced Simple
Change additional fields 18
Subtotal I 18
Advanced Standard
Change accounting calendar 1
Subtotal I 1
Advanced Complex
Add EPOSS product 516
Permanent cessation of product 363
Change mapping to c/a 24
Change Menus 13
Change picklist ordering:
Cash Declaration/ONCH
Cash Rem Out - Notes
Cash Rem Out - Coin Full Bags
Cash Rem Out - Coin Partial Bags
Cash Rem Out - Unusable Coin
. Rem Out - Other Postage Stamps
Change Royal Mail tariff
Change Advice Notes Product Group Ordering (add or remove
Group, alter order)
Change Parcelforce tariff (limited range) 1
Change Non-Value Stock Product Group Ordering (add or remove I 8
Group, alter order)
Change Non-Value Stock Item Ordering within Product Group
Change Advice Notes Item Ordering within Product Group 1
Subtotal I 952
DAB OS
elolo ee eee
Advanced AP
Add AP client 251
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 54 of 58
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE
Date: 30 September 2002
FUJ00232518
FUJ00232518
Change and Category OBC
Volume
Add AP service ll
Remove AP service 41
Change client name 37
Remove AP client 26
Subtotal I 466
Change requiring Change Request
Change printed forms 32
Change stock reconciliation 15
Change VAT -
New VAT -
New currency
Change currency
Subtotal I 47
Other (processed via ITMs in CSR+, interim arrangements in
CSR)
Change product start date 77
Temporary cessation of product 32
Change product between core & local 18
Subtotal I 127
Grand Total I 2843
DN: volumes yet to be amended to include impact of LFS/SAPADS. e.g. increase in “Add
EPOSS product”. Also Refresh Cash Account details (usually to amend text on Cash
Account lines)
DN: volumes for NWB change to be supplied — may affect some existing entries such as
change product name
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE
Page: 55 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
11 Appendix B: Standard Changes - Details
Section 4.2 gives details of the hierarchy of changes which are Standard Changes. The
complete list of changes applicable to each type can be found in the RDCC [ref 2]. Below is
a representative sample of the changes for each type.
N.B. It should be noted that whilst a change may fall into a specific category if there is an
associated change which falls into a different category with a longer lead time on which the
first change is dependent, both changes will adopt the category of the second change.
11.1.1 Basic - Pure
Increase product availability (non-core)
Change clerk instructions
11.1.2 Basic — High Risk
Change product price
Revaluation
Change min/max quantity/value
Change whether voidable or reversible
Change between existing methods of payment
Change product names
Cease Item Transaction Mode for a product
Restart Item Transaction Mode for a product
Change ability to print receipt
Add routing gateway (NWB) +
Change name only — in routing gateway (NWB) +
Change Bank name only - in Issuer Scheme (NWB) +
Add Banking Operation (when associated item already exists) (NWB) +
Change presentation sequence override only - in Banking Operation (NWB) +
Add method of entry (NWB) +
Change method of entry (NWB) +
Add IIN range for existing bank card (NWB) +
Change IIN range for existing bank card (NWB) +
+ Items introduced for Network Banking
11.1.3. Advanced Simple
Non core product becomes core
Change use of additional fields
11.1.4 Advanced Standard
Change discount indicator (not used)
Change value to non-value stock
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 56 of 58
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref:
Services Interface Agreement for Operational Business
Change - Product Version:
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
CS/PRD/058
8.0
FUJ00232518
FUJ00232518
11.1.5
Change client name — non AP
Change calendar
Remove AP client
Change pick-list for existing product
Advanced Complex
Add new product - non value stock
Add new product - make value stock available to rem-in
(up to 6 weeks prior to it being made available for sale)
Change screen layout (Menu Hierarchy)
Change accounting node
Change Best Fit screens
Add Item Transaction Mode with Item Transaction Mode Code
Change Picklist ordering: r
Add/Change/Remove non-value stock product group ordering
Change non-value stock item ordering within product groupt
Add/Change/Remove advice notes product group ordering +
Change advice notes item ordering within product group +
+ These items are to be included in the next version of the RDCC.
11.1.6
Advanced Complex Extended
Change scales matrix/tariff change
Changes to Horizon reports text fields or content which can be achieved directly using
Pathway Reference Data.
[DN: The majority of changes to Horizon reports can only be achieved by code
changes and are therefore subject to CR. This mechanism within the OBC processes
is limited to those changes which can be made through Reference Data only and
requests for such changes not currently listed in the Reference Data Change
Catalogue must be confirmed with Pathway prior to raising the OBC. As changes of
this nature are identified they will be added to the Reference Data Change
Catalogue]
Network Banking changes other than those listed in Basic High Risk and System
Parameter — Pure.
Change routing gateway — physical (name only change is categorised as HR)
Add Issuer Scheme
Change Issuer Scheme (change to Bank name only is categorised as HR)
Add Banking Operation (when associated item does not exist)
Add NWB Card
Change NWB Card
Add NWB Token Element
Change NWB Token Element
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE
Page: 57 of 58
FUJ00232518
FUJ00232518
Fujitsu Fujitsu Services ( Pathway) Ltd / Post Office Ltd Ref: CS/PRD/058
Services Interface Agreement for Operational Business
Change - Product Version: 8.0
COMMERCIAL IN CONFIDENCE Date: 30 September 2002
11.1.7
[DN: The introduction of all Network Banking entities and amendments to them, with
the exception of those noted in Basie — High Risk and System Parameters — Pure, will
be Advanced Complex Extended It should be noted that in the future additional
checking of Network Banking Reference Data may be deemed to be necessary, in a
similar fashion to that currently used for AP, in which case leadtimes will need
further consideration.
Please note that Network Banking Contract Schedule NO1 defines the leadtime for
changes in this category to be Advanced Complex. At the time that Contract Schedule
NOI was agreed the overall leadtime for Advanced Complex changes was 30 days
however the leadtime for Advanced Complex has since been reduced to 25 days. The
overall leadtime for Advanced Complex Extended changes is 30 days and is therefore
consistent with the leadtime agreed within Contract Schedule NO1.]
System Parameters — Pure
At the Network Banking release of the Horizon system the only System Parameters
that may be amended using this category are:
MCWP
MAAWP
Amendments will be within limits defined within the Contract Schedules.
© 2002 Fujitsu Services (Pathway) Limited COMMERCIAL IN CONFIDENCE Page: 58 of 58