Fujitsu Services
Customer Service
Business Support Unit
FUJ00232521
FUJ00232521
TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
Version: 1.0
Date: 07.11.02
Document Title:
Document Type:
Abstract:
Status:
Distribution:
(Hard copy)
Distribution:
(Electronic Copy)
Author:
Approval Authority:
Signature:
MONTHLY TIP OPERATIONAL REVIEW BOOK
INCIDENT & TIP REVIEW — OCTOBER 2002
This document contains a summary of the performance of Fujitsu Services Customer Service in respect of the TPS
service and reconciliation incident handling and resolution for the period 1“ to 31st October 2002.
Approved
TIP OPERATIONAL REVIEW FORUM
CS/MSU Library
As above plus:
CS Intranet
Angela Shaw - Fujitsu Services Business Support
John Moran - Fujitsu Services Management Support Manager
Date:
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
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Business Support Unit Date: 07.11.02
CONTENTS
0 DOCUMENT CONTROL
1 INTRODUCTION...
2 MANAGEMENT SUMMAR’
2.1 BIM Resolution Performance.....
2.2 BIM Analysis...
2.3. TPS Data & File Delivery Performance......
3. BUSINESS INCIDENT RESOLUTION PERFORMANCE...
3.1 Business Incident Resolution - Rolling Year by Month.
3.2 Business Incident Resolution - Rolling Year by Month
3.3 Five Day Reconciliation SLA — Rolling Year by Month.
3.4 24 Hour BIMS OLA - Rolling Year By Month
3.5 Suspended Business Incidents - Current Month.
4 BUSINESS INCIDENT ANALYSIS...
4.1 Value and Volume of Received Business Incidents - Rolling Year by Month.
42 Business Incidents... .
4.2.1 All Business Incidents This Month. .
4.2.2 Business Incidents from Previous Months, Awaiting Closure by POL.
4.3. Non Polled Offices - Current Month, .
5 TPS FILE DELIVERY AND TRANSFER TIME;
5.1 TPS Files Delivery & Transfer Times - Current Mont!
TPS File Delivery & Transfer Times — Current Month
TPS File Rejections - Fujitsu Service Pathway Issue:
5.4 TPS File Rejections — Post Office Ltd issues.
© 2002 Fujitsu Services COMMERCIAL IN CONFIDENCE Page 2 of 20
Fujitsu Services
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TIP OPERATIONAL REVIEW BOOK
Business Support Unit
Ref: CS/REP/126
Version: 1.0
Date: 07.11.02
0.
0.1
0.2
0.3
0.4
DOCUMENT CONTROL
DOCUMENT HISTORY
Version Date Reason
1.0 06.07.02 Issued as approved
ASSOCIATED DOCUMENTS
Version Date Title
CS/PRO/111 16/10/00 TPS Reconciliation and Business Incident Management
POL/OLA/OPTIP/TIPORF 29/4/02 Transaction Information Processing Review Forum - Terms of
Reference
POL/OLA/OPTIP/fujitsu 26/4/02 Operational Level Agreement between Transaction Information
Draft 3.7 Processing (TIP) and Fujitsu Services
ABBRE
BIMS Business Incident Management Service
BSU Fujitsu Services Business Support Unit
cIT Change Implementation Team (AP).
MER Manual Error Report
POL Post Office Limited
POL TP Post Office Limited - Transaction Processing
POL TIP Post Office Limited - Transaction Information Processing
SIL System Incident Log
TMS Transaction Management Service
TPS Transaction Processing System
TIP Transaction Information Processing
CHANGES IN THIS VERSION
e 3.4 24 Hour BIMS OLA Graph added. Suspended Business Incidents - Current Month renamed as 3.5.
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
Customer Service Version: 1.0
Business Support Unit Date: 07.11.02
1 INTRODUCTION
The TIP Operational Review Book is issued to allow the monthly TIPORF to review the TPS service and the service for reconciliation and
resolution of business incidents.
The report addresses three aspects:
1. Business Incident Resolution performance details how efficiently business incidents are resolved, from receipt to clearance through
to final closure, within the 5 day SLA.
2. Business Incident Analysis identifies any significant root causes which need to be investigated and the actions taken to correct
them.
3. TPS file delivery and transfer times performance considers whether the delivery of SLAs & OLAs were achieved.
Interpretation of data beyond the report label classification can be further qualified by the author as required.
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
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Business Support Unit Date: 07.11.02
2 MANAGEMENT SUMMARY
2.1 BIM Resolution Performance
¢ During October MSU received 20 reconciliation incidents, hence showing a slight decrease when compared to the 26 received in September.
A total of 22 incidents were cleared with I carried forward into September 2002
e Analysis of incidents received by MSU in October shows that the reconciliation SLA remained at 100%. There were 3 incidents suspended in
October.
2.2 BIM Analysis
¢ The report 3.4 OLA graphical analysis is still suspended until resolution of the Lotus laptop account.
e The most frequent type of incident category is APS Incidents of which there were 12 occurrences. Followed by 5 TPS incidents.
¢ The report in section 3.1 shows the ratio of incidents to outlets in October remained constant at 0.001.
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
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Business Support Unit Date: 07.11.02
2.3 TPS Data & File Delivery Performance
e File transfer times were all achieved before 02:00. All transmissions were achieved within normal timespans except overnight on Monday
28/10/02. There were no specific problems with TIP on that night. However there were problems reported with AP Client BT, whose
resolution would have held up the production of the Client transactions summary.
2.4 File Rejections and Incidents
e 3 file rejections were reported this month. On 1/10/02, the rejection was caused by incorrect reference data which had been applied to the TIP
system. On 9/10/02, a rejection was caused by a problem originating in an equipment swap (see section 5.5 for further details). On 31/10/02,
the problem was caused by incorrect reference data supplied by Post Office Ltd in connection with Hounslow District Council.
¢ Section 5.5 also includes clarification of a previous TIP rejection incident, where the root cause was incorrectly reported in the July service
review book.
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Fujitsu Services
Customer Service
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TIP OPERATIONAL REVIEW BOOK
Ref: CS/REP/126
Version: 1.0
Date: 07.11.02
3. BUSINESS INCIDENT RESOLUTION PERFORMANCE
3.1 Business Incident Resolution - Rolling Year by Month
450 ~——— oe
aEnnEg
3
8
Number of Incidents
s
o bat
Nov Dec Jan Feb = Mar Apr May dun
Month
01/11 01/12 02/01 02/02 02/03 02/04 02/05 02/06
-; 0.015
———
‘comm *
0.010
°
=
Gl :
2
0.005 .
0.000
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
Customer Service Version: 1.0
Business Support Unit Date: 07.11.02
3.2. Business Incident Resolution - Rolling Year by Month
ot O1/12 02/01 02/02 02/03 02/04 02/05 02/06 02/07 I 02/00 02/09 02/10
Nov Dec Jan. Feb Mar Apr May Jun Jul I Aug Sept Oct
Bit 2 9 4 0 1 3 0 5 1 0 2 3
Received 36 25 121 16 15 12 25 20 6 26 26 20
Cleared 29 30 124 15 13 15 20 24 7 24 25 22
CE 9 4 1 1 3 0 5 1 0 2 3 1
Ratio 0.002 0.001 0.007 0.001 0.001 0.001 0.001 0.001 0.0003 0.001 0.001 0.001
incidents /
outlets
Comments
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Customer Service
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TIP OPERATIONAL REVIEW BOOK
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Date: 07.11.02
3.3. Five Day Reconciliation SLA — Rolling Year by Month
Percentage (%)
100 ——
95
90
85
80
75
70
65
60
55
50 +
Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jule Aug- Sep- Oct-
Ol 01 02 02 «02 «02: «-02:«02:«-02- 0202s 02
Month
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Comments
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Customer Service
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TIP OPERATIONAL REVIEW BOOK
Ref: CS/REP/126
Version: 1.0
Date: 07.11.02
3.4 24 Hour BIMS OLA - Rolling Year By Month
Percentage (%)
100
95
90
85
80
75
70
65
60 +
55
50
Jul02 Aug-
02
Sep- Oct- Nov- Dec- Jan- Feb- Mar- Apr-
02 02 02 02 03 03 03 03
Month
Comments We are unable to complete the OLA again this month due to problems with the POL laptop.
May- Jun-
03 03
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3.5 Suspended Business Incidents - Current Month
HSH Date Date I Exception I Class I Class Description I SLA Date I Suspend I Unsuspend I FAD ‘Comments
Reference I Cleared I Received I Value I Code Date Date
21010039 I 10-Oct-I 23-Oct-02 I £20.00 I 18 I Customer / Client 17-Oct-I 16-Oct- 13907 I Suspended as data over 35
3 02 enquiry 02 02 days old
21010040 I 10-Oct-I 18-Oct-02 I £25.00 I 18 I Customer / Client 17-Oct-[ 16-Oct- 183632 I Suspended as data over 35
9 02 enquiry 02 02 days old
21024093 I 29-Oct-I 05-Nov-02 I £352.60 18] Customer/Client [~ 05-Nov-[ 29-Oct- 307614 I Suspended as data over 35
2 02 enquiry 02 02 days old
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Business Support Unit Date: 07.11.02
4 BUSINESS INCIDENT ANALYSIS
4.1 Value and Volume of Received Business Incidents - Rolling Year by Month
01/11 Nov 01/12 Dec 02/01 Jan 02/02 Feb 02/03 Mar 02/04 Apr
Incident Vo Values Vo Values Vo Values Vo Values Vo Values Vo Values
Categories 1 i 1 1 1 1
APS Incident 6 £792.41 I 12 £580.18 5 £2,389.87 4 £723.617.01 6 £10,186.02 6 -£98.01
CTS Incident 7 £84.00 2 £0.50 1 £68.00 1 £50.00 1 £844.50 0 £0.00
Receipts & 13 £21,264.30 4 £131.41} 10 £84,591.50 1 £100,000.00 3 £278.10 4 £214.24
Payments Incident 5
TPS Incident 10 £0.00 6 £6,610.78 9 £7,417.34 I 10 £16.65 5 £0.00 2 £0.00
Totals 36 £22,140.71 I 24 £7,322.87 I 12 £94,466.71 I 16 £823,683.66 I 15 £11,308.62 I 12 £116.23
0.
02/05 May 02/06 Jun 02/07 Jul 02/08 Aug 02/09 Sep 02/10/ Oct
Incident Vo Values Vo Values Vo Values Vol Values Vv Values Vv Values
Categories 1 1 1 ol ol
APS Incident 7 £1,365.50 9 £51,583.72 4 -£248.11 14 I £17,958,568.4 I 1 £9,437. 1 £310.96
2] 6 2
CTS Incident 0 £0.00 0 £0.00 0 £0.00 £0.00 I 1 £0.00 I 2 £1,901.00
Receipts & 10 £1,377.13 8 £47,904.10 1 ~£29.70 1 £12,921.09} 1 -£1.80} 1 £6,270.19
Payments Incident
TPS Incident 8 £300.00 I 10 £10,713.54 1 £3,198.02 a -£89.69 I 8 £517.32 I 5 £2,705.00
Totals a5, £3,042.63 I 27 £110,201.36 6 £2,920.21 26 I £17,971,399.8 I 2 £9,952.78 I 2 £11,187.15
2) 6 0
FUJ00232521
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Fujitsu Services TIP OPERATIONAL REVIEW BOOK Ref: CS/REP/126
Customer Service Version: 1.0
Business Support Unit Date: 07.11.02
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Version: 1.0
Date: 07.11.02
4.2 Business Incidents
4.2.1 All Business Incidents This Month
No. Date HSH Clas Class Description Exception I FAD I Date Cleared I Closur I Agreed I Comment I TP Ref
Received Reference s Value © Closure s
Cod Status Date
€
AP
s
1 01-Oct-} 0210010081 001 I Customer / Client enquiry £0.00 01-Oct-02
02 8
2 10-Oct-] 0210100393 I 001 I Customer / Client enquiry £20.00 I 01390 23-Oct-02
02 8 7
3 10-Oct-] 0210100409 001 I Customer / Client enquiry £25.00 I 18363 18-Oct-02
02 8 2
4 29-Oct-I 0210240932 001 I Customer / Client enquiry £352.60 I 30761 05-Nov-02
02 8 4
5 30-Oct-I 0210300583 004 I Missing AP transaction(s) £325.60 I 30761 31-Oct-02
02 6 4
6 04-Oct-I 0210040139 006 I APS reconciliation error £78.37 04-Oct-02
02 0
7 29-Oct-I 0210290229 006 I APS reconciliation error £0.00 31-Oct-02
02 0
8 02-Oct-I 0210020201 006 I Transactions Polled by TIP but not by -£88.00 I 19850 04-Oct-02
02 3 APS/AP Client 4
9] 02-Oct-I 021020209 006 I Transactions Polled by TIP but not by =£160.00 I 34822 03-Oct-02
02 3 APS/AP Client 6
10 I 02-Oct-I 0210020213 I 006 I Transactions Polled by TIP but not by -£88.00 I 38020 02-Oct-02
02 3 APS/AP Client 7
11 03-Oct-I 0210030136 006 I Transactions Polled by TIP but not by -£66.61 I 15080 03-Oct-02
02 3 APS/AP Client 1
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Business Support Unit Date: 07.11.02
12 03-Oct-I 0210030156 006 I Transactions Polled by TIP but not by -£88.00 I 28342 04-Oct-02
02 3 APS/AP Client 0
No. Date HSH Clas Class Description Exception I FAD I Date Cleared I Closur I Agreed Comment I TP Ref
Received Reference s Value e Closure Ss
Cod Status I Date
e
CT
s
13 10-Oct-I 0210100430 006 I CTS Validation Error £950.50 11-Oct-02
02 4
14 18-Oct-} 0210080790 006 I CTS Validation Error £950.50 23-Oct-02
02 4
No. Date HSH Clas Class Description Exception I FAD I Date Cleared I Closur I Agreed Comment I TP Ref.
Received Reference s Value ci Closure I s
Cod Status I Date
(a
R&
P
15 25-Oct-I 0210250364 002 I Receipts and Payments do not balance £6,270.19 I 23243 31-Oct-02
02 0 (post migration) 2
No. Date HSH Clas Class Description Exception I FAD I Date Cleared I Closur I Agreed Comment I TP Ref
Received Reference s Value ie Closure Ss
Cod Status I Date
e
TP
s
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Date: 07.11.02
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16 15-Oct-} 0210150417 000 I Committed Cash Account does not agree £0.00 15-Oct-02
02 1 with Electronic Cash Account
17 11-Oct-} 0210090476 006 I TPS Harvester Exception £2,705.00 I 19953 11-Oct-02
02 3 9
18 22-Oct-I 0210220222 006 I TPS Harvester Exception £0.00 29-Oct-02
02 5
19 24-Oct-I 0210240503 006 I TPS Harvester Exception £0.00 I 23243 24-Oct-02
02 5 2
20 25-Oct-I 0210040708 006 I TPS Harvester Exception £0.00 I 19224 25-Oct-02
02 3 6
Status Key =
1 Fault in Pathway,
2 No Fault in Pathway
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Ref: CS/REP/126
Version: 1.0
Date: 07.11.02
4.2.2 Business Incidents from Previous Months, Awaiting Closure by POL
May 2002 not cleared by POL
=n
APS/AP Client
Date HSH Class Class Description Exception FAD Date Cleared I Agreed Closure Closure I Comment I TPRe
Received Reference Code Value by PW. Date Status s £
03-May-02 I 020503030 I 0063 Transactions Polled -£17.00 I 18520 08-May-02 1 OPEN 2661
3 by TIP but not by 1
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Customer Service Version: 1.0
Business Support Unit Date: 07.11.02
4.3 Non Polled Offices - Current Month
DATE 01-Oct 02-Oct 03-Oct 04-Oct 07-Oct 08-Oct 09-Oct 10-Oct 11-Oct 14-Oct 15-Oct
WEEKDAY Tues Wed Thurs I Fri Mon Tues Wed Thurs I Fri Mon Tues
1 DAY 67 57 62 67 231 66 73 56 60 395, o1
2 DAYS 14 I 9 9 75 il 10 23 12 60 19
3-6 DAYS 32 20 13 9 54 30, 13 10 13 58 36
7-28 DAYS 13 14 12 10 9 Il 10 Il 6 8 9
TOTAL 126 102 96 95 369 118 106 100 or 521 155
No. of offices 17360 17360 17360 17360 17360 17360 17360 17360 17360 17360 17360
Ratio of non polled offices 0.007, 0.006 0.006 0.005 0.021 0.007 0.006 0.006 0.005 0.030 0.009
DATE 16-Oct I _17-Oct [I 18-Oct I _21-Oct] _22-Oct I _23-Oct I -24-Oct I 25-Oct I 28-Oct I _29-Oct I _30-Oct I __31-Oct
WEEKDAY Wed Thurs I Fri Mon Tues Wed Thurs I Fri Mon Tues Wed Thurs
1 DAY 109 82 70 303 70 69 76 99 1482 134 136 105
2 DAYS 1s 14 10 62 1S 13 25 1S 92 270 13 28
3-6 DAYS 22 20 17 73 36 16 il 17 88 73 149 75
7-28 DAYS Il 10 10 14 14 13 Il 9 aT 17 Il 17
TOTAL 157 126 107 452 135 Tit 123 140 1673 494 309 225
No. of offices 17360, 17360 17360, 17360 17360 17360 17360 17360 17360 17360 17360 17360
Ratio of non polled offices 0.009 0.007 0.006 0.026 0.008 0.006 0.007 0.008 0.096 0.028 0.018 0.013
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TIP OPERATIONAL REVIEW BOOK
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Version: 1.0
Date: 07.11.02
5 TPS FILE DELIVERY AND TRANSFER TIMES
5.1 TPS Files Delivery & Transfer Times - Current Month
Ti
‘ime
3:00
2:00
1:00
0:00 4
23:00
22:00
21:00
20:00
19:00
O TiPstarttime
@ TiPendtime
I
I
5-Oct-02
7-Oct-02
9-Oct-024
11-Oct-02
13-Oct-02
15-Oct-02
17-Oct-02
19-Oct-02
21-Oct-02
23-Oct-02
25-06t-024
Date
27-Oct-02
T
z
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Customer Service Version: 1.0
Business Support Unit Date: 07.11.02
5.2 TPS File Delivery & Transfer Times — Current Month
Weekday Sinday I Monday I Tuesday I Wednesday I Thursday I Friday I Saturday I Sunday I (Monday I Tuesday
Day A date 01/10/02 02/10/02 03/10/02 04/10/02 05/10/02 06/10/02 07/10/02 08/10/02 09/10/02 10/10/02
TiPstarttime I 20:34 20:35 20:35 20:34 20:34 20:34 20:43 21:37 20:34 20:35
TiPendtime [21:27 21:16 21:18 21:03 20:50 21:07 21:29 22:10 21:14 20:17
Difference 053 Oa O83 0229 0:15 033 06 033 039 az
Weekday I Wednesday I Thursday I Friday I Saturday I Sunday I Monday I Tuesday I Wednesday I Thursday I Friday
Day A date 11/10/02 12/10/02 13/10/02 14/10/02 15/10/02 16/10/02 17/10/02 18/10/02 19/10/02 20/10/02
TiPstarttime I _ 20:34 20:34 20:34 20:47 20:36 20:35 20:35 20:35 20:34 20:36
TiPendtime 20:59 20:48 21:08 21:39 21:20 21:15 21:18 21:02 20:49 21:08
Difference 0:24 0:14 0:33 0:52 0:44 0:40 0:43 0:27 0:14 0:32
Weekday I Saturday [Sunday [Monday I Tuesday I Wednesday I Thursday I Friday I Saturday I Sunday I Monday I Tuesday
Day A date 21/10/02 22/10/02 23/10/02 24/10/02 25/10/02 26/10/02 27/10/02 28/10/02 29/10/02 30/10/02 31/10/02
‘TiPstarttime I 20:34 20:35 20:35 20:35 20:34 20:34 20:34 20:34
TiPendtime 21:27 21:21 21:15 21:18 20:56 20:46 21:22 21:23
Difference 0:52 0:45 0:40 0:42 0:22 0:12 0:48 0:48
5.3 TPS File Rejections - Fujitsu Service Pathway Issues
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HSH Ref Date Comments Root cause clearance
Cleared
£-0207220150 TPS exception has occurred Module ID = TPSC229 exception sequence= 4746. File The following root cause clearance has been
(PC0078164) has been rejected by TIP. A data file has failed TIP validation and has been rejected. adopted:
The rejected subfile was for OrgUnit 6466 (FAD194937) for trading date 18-Jul.
Initially as reported in the TIP Review Book for July, it was believed that there I a) The instructions supplied to the engineer are
was an issue with SEMA pre-validation. Further investigation revealed that there being changed so as to stress that they must
was a pattern apparent, whereby TIP rejection had occurred following an equipment ensure when sychronising following a swap
swap where the engineer had had problems with the swap, e.g the outlet had problems that all counters are in synch before opening
with the LAN in the office in addition to the ISDN connection or in one case, where up the link to the message store.
the engineer had had to re-attend site to re-seat the mirror disk in a single counter
outlet. It was identified that under those conditions, it was possible for messages to be I b) SMC are to be asked to monitor for an event,
written to the correspondence server message store out of sequence. This would not which will indicate that the engineer is
have mattered greatly except that when the TPS sofiware selects which date to apply starting to synchronise with the data centre
to a collection of data, it assumes that the date of the last message picked up is the when all the counters are not in synch
current date. This makes it possible for a file to be created using a filename which
already exists. c) Design has been contacted with a view to
finding out whether there is a way to
introduce a tell tale into the installation
process which will alert the engineer on site
to condition b)
E-0210090048 I 10/10 This occurrence is a further example of the problem described above. See above.
(PC0082289
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Date: 07.11.02
5.4 TPS File Rejections — Post Office Ltd issues
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HSH Ref
Date
Cleared
Comments
Root cause clearance
E-0210020492
58 TIP files were rejected during the evening of 01/10/02. These rejections comprise
(PC0081962) 221 failed cash accounts. Each line of the Cash Account reports an invalid numeric at
field 5, which is the Cash Account Line Number and clearly is numeric. The origin of
this problem seems to stem from an incorrect RDS file that was processed during the
night of 01/10/02 by TIP causing a validation failure.
E-0211010120 52 TIP files have been rejected by the customer. The 52 files contain 1128 "Invalid
(PC0083292), Numeric Value" errors, these are to do with Hounslow rent card transactions. This is
a knock on effect from an error in reference data, whereby the service code for the
client was delivered in the wrong place within the PAN.
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