FUJ00232540
FUJ00232540
Fo)
FUJITSU
THE POSSIBILITIES ARE INFINITE
FUJITSU SERVICES
POST OFFICE ACCOUNT
SERVICE REVIEW
MARCH 2004
fo 2)
FUJITSU
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Title: SERVICE REVIEW - MARCH 2004
Abstract: This document contains a summary of the Monthly Service Performance Statistics for the Period
1% to 31%March 2004
Status: Definitive
Distribution: Service Management Forum
Fujitsu Services, Post Office Account: Business Manager
Fujitsu Services, Post Office Account: Customer Service Management Team
Fujitsu Services, Post Office Account: Customer Service Intranet
Fujitsu Services, Post Office Account: Library
Author: Mark Jones & Angela Shaw, Fujitsu Services, Post Office Account: Management Support Unit,
Approval Authority:
Signature:
with contributions from the Horizon System Helpdesk
Richard Brunskill: Fujitsu Services, Post Office Account: Business Service Management Manager
Date:
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 1
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
0 CONTENTS
O CONTENTS... cece cece eseeceeeeseeeeevencacacacacavavavavavavscensasasecacaavavavasavensnsusasasacacacaavavesesensnsacasacacacaceceveeesensseneesececacacacscsverseesesesecesscetecaceeseeeees 2
1 DOCUMENT CONTROL.
1.1 Document History...
1.2 Associated DOCUMENES............ eee ececec cscs ececeseseseeeeseseuesssesesesesesessrsnsisacacavavavasesessssssssasasscecacacavaveesesasisisacssesececscececeusasiseseteteteseneteeaneesetes 5
1.3 ADDreVIALIONS....... ee eee ececeeceee ec eeeeeeeeeeseecesececececsceeceestseneatisasasesessnsesesesesisacasesasasseseseeetetiserisesitasstsesesssesesetisisetiteseesereretesenetesititesateeeesetes 5
1.4 GlOSSAPY oes eee cece cee cecceceesesecseeseeseeeecsecseseseesenecsecsecsesseaessessenecsecsessessessessesaesecsecsecsessesaesaessesecsecseseecaeeaeaesaeeecsecaecaeeseeaeeaeeeeeeeeeaeeeeees 5
1.5 Changes In This Version..
2 MARCH REVIEW OF SERVICE
2.1. MANAGEMENT SUMMARY. ..............c:ccccccsceseseseeseeeseseseseeseseseeecseeesecececseecacsecececsesesecaeeesecaceesecacecsesesecseececeeeecececeeeeeeseceeseceeeeeeseeeeeeeeeaeeees 7
3 MARCH VOLUMETRICS. ..0.0....cecceeccccceseseseseeseseseseesescsessscsesescsesesevscscsesecscsevscacsesesacsceesacsesesacsescsesesecsesesacsesecececeeeeeececeeeececeeeeceraceeeeaeeeeeteeeees 13
3.1 Vital Statistics... cece ees es esceceeeeecececececececsnsneneacesasasasesesessneesesesucasasasssesessnsesesesesisasacacasesestesesesesisesisisicaciseeteseeeteseeetesiteteseeeeees 14
3.2 Horizon System Helpdesk - Logged Call Profiles from live sites.
3.3. TSD — Logged Incident Profile
3.4 Engineer On - Site Visits... ccc cececeecceceeceseeseeseeseesensesecseeesesaesecsesecsesesecsessessesenecsecsecsesesaecsesaeassecseceecaeeseceesaeeeceseeeceeeeeaeenee 26
3.5 Operational Outlet & Counter VOIUMES. ..............cscscseseesesesesesseeeseecececececscececsuenesescecacacaavacaaveverenensecssasacacacansvevarerseeiseseciseciceteteeseereeeeees 27
4 MARCH REVIEW OF PROBLEM MANAGEMENT .............0.:::cccsssseceseseseeseseseessscscseesvacsesasacsevssacscsesscacsesavaesesevacseseseaeseseeseseseeseeeaeeeeseseeeeeeeeee 28
4.1 Problem Management Cross Domain Problems - Summary
4.2 Problem Management Cross Domain Problems - On Alert..
4.3 Key Cross Domain Problem Update.................ceccecccceccesceseeseeseeceseseeneesesacscesecsccacssesacsaescesecsesseceesaesaesecsecsecsecsecseseeseeseeseesecseeseeeteeseeeeeeee 29
5 SCORECARD ACTION PLAN .............:ccccccccececesceceseeeececeecececsesececsceesecaceesecaceesecacecsceeecaesesecaeeececseecsesececsesececsesececeveceesaceeeceseeeecesecaeeesecaeeeeecaseee 31
MARCH REVIEW OF RELEASE MANAGEMENT ..............:cccccececesesesesesscececececececeeseeseseesscecacececeveverevesesessececacacevevevseececeesesesetacacecececeeeeseeeeeeers 33
6.1 High Level Timetable... cece cece ceseeceseeseeseesessessessvsessessessessessessessscsacssessessesecsecsecsessesscsacseesecsecsecsesaeeeseesaesecececseeseeeeeseeeeeeeeeeeees 33
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 2
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
6.2 Releases completed during this Period... ee ceeececececesceeeseseseseseescsesesesesecsescsesesecscsesecscsesnecscsesesseseseescseseeeeececseeeceeeeeeseceeeeneeeeseeeeees 35
7 MARCH SERVICE LEVEL PERFORMANCE. ...0.........cccccscesesesessesesesesseseseseeevsesesevscseseseesesesesssesesscsesesscseaceeeesceesessesesecarseeeevseeeeeeeeaeeeeaeeeseeees 36
7.1 Horizon Systems Helpdesk Services. .............ccccecececeecsceceseecseesceceeececscecsesecacsesecececeesecaceesecacsesecaceeeeesceceesesacaeesceceeeseecececeeeececeeeeeeteeeeese 37
7.2 Engineer Services... ee eee ececececseseseeeseseecessssessecacscavevessssesssesssncacscacacscevavesesassusasasececacecscecececsesssesasasasacscecsceceeeeseesssesesisecaceneneeeees 41
7.3 Technical Service Desk
7.4 Data Delivery Services.
7.5 LF Service. .
7.6 Network Banking Services............c.cccccccscesesssessesesssesesescsecacscsesecasesecsssesevavscsesesevsesesecaesesevacacsesevaeacsevasecsesacacseeesaeseeecacaeeeeacecaeeeeecaeaeeeeaes 55
7.7 Miscellaneous Services... ecececececsesescscseseseeeeeeeessencscecacececssevevenesensacscscaveveserscssersrsesssavasvevesessressesssesesecavacaavacececeeesesecececerevareeeets 59
1 DOCUMENT CONTROL
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 3
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
Ref:
FUJ00232540
FUJ00232540
CS/PER/050
Version: 1.0
1.1 DOCUMENT HISTORY
Version
Date
Reason
1.0
14/04/04
Service Review Book for March 2004 performance — Review and SLT data.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 4
Fujitsu Services
Date: 14/04/04
FUJ00232540
FUJ00232540
SERVICE REVIEW Ref: CS/PER/050
Version: 1.0
1.2 ASSOCIATED DOCUMENTS
Version Date Title
1.0 14/4/04 SRB Annex for March 2004
1.3 ABBREVIATIONS
CNIM Counter Network Infrastructure Management IT Information Technology
ES Engineering Service MIS Management Information Service
FIO For information only OSP One Shot Password
FS Fujitsu Services SIP Service Improvement Plan
HSH Horizon System Helpdesk SLT Service Level Target
1.4 GLOSSARY
For ease of use the glossai
appear:
TBN To be notified
ry of terms used in this review book are classified by the main reporting groups against which they
@ HELPDESK SERVICES
Business Incidents
Environmental
Hardware
Inappropriate
Helpdesk
Network
NBSC Referral
Other
Reference Data
Software
Security
@ TIME TO FIX
Calls received and apparently related to a specific business issue which at the time is unknown —
later re-classified to appropriate category
Calls to register an environmental problem
Calls diagnosed as relating to a system hardware fault
Calls received at the HSH that are inappropriate and will be dealt with by the NBSC
Calls diagnosed as relating to a system network fault
Calls received at the HSH that have been referred by the NBSC
Calls relating to PO closures, reference data changes, miscellaneous environmental issues and
failed verification calls
Calls diagnosed as relating to a reference data fault
Calls diagnosed as relating to a system or application software fault
Calls relating to security breaches or for the requirement of one shot passwords
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 5
Fujitsu Services
Date: 14/04/04
FUJ00232540
FUJ00232540
SERVICE REVIEW Ref: CS/PER/050
Version: 1.0
‘A’ Priority
‘B’ Priority
Logged calls that reflect a fault, which has “resulted in substantial impact on all automated
counter positions in the branch”
Logged calls that reflect a fault, which has “resulted in substantial impact on an automated
counter position, but not all automated counter positions in the branch”
1.5 CHANGES IN THIS VERSION
Section 3.2
Section 3.2.1
Section 3.5
Logged Call Profile — call volumes for Aug-03, Sep-03, Oct-03, Jan-04, Feb-04 & Mar-04 have
been adjusted by excluding calls which are deemed to have been caused by ‘System Outage’
events. These calls are shown in red but have been excluded from the graph and from the totals
shown. Details of the calls excluded are shown as a separate table within Section 3.2
The calls listed above have also been excluded from the ‘Network Calls by Cause Code’ graph &
the ‘Software Calls by Problem Type’ graph.
The ‘Operational Branch & Counter Volumes’ graph now shows the forecast number of Branches &
Counters for the year to come. Historical data has been restricted to the last 6 months.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 6
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
2 MARCH REVIEW OF SERVICE
2.1 Management Summary
Following the decision by Fujitsu Services to register a Corporate Red Alert as a result of a number of service outages affecting the Horizon
service, work has now started in earnest to identify those areas where there are potential points of failure either in the technical design of the
system, or within the surrounding processes. This has led to the production of a “Service Resilience and Recovery Catalogue” (SRRC), which
is currently being populated together with the “Service Enhancement Register”. Fujitsu Services will be sharing the content of individual
entries with Post Office Ltd, where it is felt that a full understanding of the business or service impact is required to enable both parties to
either discard the entry as “not required” or to discuss how it might be taken forward and a solution developed and costed.
Following agreement with Post Office Ltd, the Corporate Red Alert was downgraded to Amber Alert status on 6" April 2004, however Fujistu
Services wishes to reaffirm to Post Office Ltd that the focus applied over recent weeks in identifying those areas of weakness etc. will
continue.
There were three notable events during the month:
« On Wednesday 3” March there was a communications outage lasting approximately 2.5hrs between Fujitsu Services and Streamline
preventing a small number of Debit Card settlement transactions from taking place. We believe this, and similar communications
issues to be caused by a mis-match of MID’s & TID’s between Fujitsu Services and Streamline, and this is being investigated as part of
the Corporate Red Alert action plan. However, at this point, the service operating within the Fujitsu Service domain appears to be
working to specification.
¢ On Monday 29" March 65 branches in the South Manchester area were subject to an On Line Services failure following a fire in a BT
service tunnel in Manchester City centre. Service was gradually restored over the following five days as BT engineers repaired the
damaged cables.
¢ During the afternoon of Tuesday 30" March, the mains power to the Wigan data centre was lost however backup power was
instantaneously provided by the UPS and generator.
In the business as usual area, Fujitsu Services is still being hit by a higher than expected volume of calls to the HSH and subsequently in the
number of engineering visits made to live sites. The outcome of the internal Fujitsu Services Engineer Visit Reduction project has now been
published and shared with Post Office Ltd as part of the cross-domain Call Reduction problem. Fujitsu Services believes there are a number
of quick wins to be had by improving the quality of 1* line diagnosis within the HSH and closer supplier management in relation to the quality
of spares within the spares loop. There is however a number of issues surrounding the Back Office Printers where both Fujitsu Services and
Post Office Ltd will need to work closely together if calls are to be reduced and discussion has already commenced in this area.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 7
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
As a result of the higher than expected number of calls, both the HSH and UKME have failed to reach conformance to SLT in March. Although
UKME’s performance is much improved over February, the Average Time To Repair SLT was not achieved. Similarly, the HSH Abandoned
Call SLT also failed to reach the target. Fujitsu Services wishes to discuss with Post Office how we can move forward against a background
of increased calls to the HSH and the Engineer Services which we believe at this stage are unlikely to fall below the contracted limits.
2.1.1. OBC Branch Change Service Summary
During March 2004, 339 branch changes were completed compared to 278 in February 2004 with the Fujitsu Services failure rate increasing
to 7.96% from 5.76% (2.96% over the 5% target). During March there were 27 failures attributable to Fujitsu:
¢ 8BT line plant issues (Trunch, Warsop Vale, Aveton Gifford, Elsrickle, Newchurch, Forden, Adisham and Craig-y-don)
¢ 6 No telecommunications or installed incorrectly (Chudleigh Knighton, Carsphairn, Whissendine, Chute Standen, Kennoway,
Kingston St Michael and Boswall Drive)
e 5 Faulty hardware (Newchurch, Eggleston (Storage and Service Site), Camberwell Greeen, Saltney Ferry and Monks Road)
e 3 Incorrect dates in OCMS (Kingsbridge, Westerhope and Broughton Astley)
e 2 Engineer attending on incorrect dates (Hornsey Road and Melville Road)
e 1 Software configuration issue (Marchmont Street)
e 1 Horizon equipment damaged in transit (Newchurch)
e 1 ProdList mismatch (Glenholt)
2.1.1.1 Service Improvements Implemented and Highlights
e Fujitsu Services have tabled the proposal for the new service for BT Pre-Survey for ISDN. Fujitsu Services will commence work
ahead of a formal CCN and expect to start 3rd May 2004. In the interim, a joint meeting between both businesses is planned for
15th April 2004 to realign lead times and OBC E2E Processes.
e 24 branches have successfully converted from VSAT to ISDN
e 6 directly managed branches; Tooting, Peckham, Camberwell Green, South Harrow Edgeware and Albany Road have now
converted to Franchise operation.
+ Asuccessful joint meeting regarding unplanned closures was held on 29" March 2004 between POL NIET Central, NBSC and
Fujitsu Services where outline roles and responsibilities were agreed.
2.1.2, ADSL Hardware Rollout
This month 1164 sites have received an ADSL hardware upgrade out of a scheduled 1427 and we are now hitting the 250 - 300 per week
upgrade target. Saturday working is still being utilised to maintain the numbers over and above those required to sustain our beat rate of
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 8
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
1000 ADSL enabled branches per month from April 2004. This beat rate will be increased to between 350 — 400 per week as further engineer
resource becomes available following security vetting.
Joint Post Office Ltd / Fujitsu Services workshops have been held to identify the support processes for ADSL enabled branches. These
processes have now been agreed and implemented with fine-tuning to take place as a result of the ADSL pilot.
The ADSL pilot is now underway with the successful go live of Calthorpe House. We expect to have 29 live pilot sites live after the Easter
weekend.
2.1.3 Icon Service
Icon Batch 2004-01 has now been initiated. This batch contains 10 new icons and is scheduled for release with S60 Counter rollout, with an
estimated start August 2004. Images have been received from Escher and have been sent to Post Office Ltd for approval.
2.1.4 Business Continuity
There were continuing problems with the Debit Card Service during March, and these are being dealt with as part of the Corporate Red Alert.
Two faults have currently been addressed.
1) Streamline and Fujitsu Services MID/TID Databases contained inconsistencies for which Streamline closed the TCP/IP socket
connection.
2) The closing of the TCP/IP socket caused the Authorization Agent to fail. An enhancement has been introduced to eliminate this.
There are remaining faults to be resolved. These include a ‘Bad format’ problem and further suspected X25 communication
inconsistencies/failures.
On Monday the 29th March approximately 65 Branches in the Manchester area were without online services due to the fire in the BT Tunnel.
Only one outlet is now without online services due to this incident.
On the afternoon Tuesday the 30" of March mains power to Wigan Data-centre was lost and power was successfully provided from the UPS
and generator.
The OpTIP, NBE Interface and the initial ADSL operational business continuity tests were successfully conducted during March. A walk-
through of the Alliance & Leicester disaster recovery documentation and processes was also successfully conducted.
2.1.5 Message Broadcast
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 9
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Fifty two (52) message broadcasts (MBS) were received for March (MBS054-MBS105). Fujitsu Services Reference Data team highlighted
several issues during March. The email for MBS 058 was sent at 16:32 on 1st March, but the Duty Manager did not get paged until 09:05 on
2nd March. The email was not received on the Fujitsu network until 06:32 on 2nd March.
Several amendments were agreed verbally between Post Office Ltd and Fujitsu Services over the phone, i.e. changes made to FADs that had
been included and characters corrected.
2.1.6 Complaints
The volume of referred complaints has increased from 26 in February to 27 in March. As with the previous two months, complaints are being
received regarding delays to site within the Engineer Service and instances where online services are unavailable.
The level and nature of complaints received is clearly unacceptable to both Post Office Ltd and Fujitsu Services. The Engineer Service is
currently subject to a Service Improvement Plan that is being focussed on the need to meet both our service targets and customer
expectations. A review of the provision of the on line service is being undertaken as part of the Corporate Red Alert. These initiatives are
expected to deliver a sharp reduction in the number of complaints received.
2.1.7 Horizon Systems Helpdesk — Logged Call Profile
The number of calls received by the HSH from live Post Office branches has increased by 8.5% this month, with 15153 calls being received
against 13855 in February 2004. It must be noted that there were 3 extra working days in March (25 vs. 22), and this is a contributing factor in
increased call volumes.
Hardware: Up by 11% from 6373 in February 2004 to 7178 this month. The most significant increase this month relates to counter office
printer issues. Counter printer issues account for 547 of the total 805 additional Hardware calls raised this month. The other areas of call
increase were relating to Keyboards, and Monitors, both of which had increases of circa 100 incidents each in the past month. Back Office
printer issues have decreased fro February, but still remain high as a result of the FRTS printout that is produced each morning by the
branches. See Problem PM0000470 for complete analysis of this issue.
Network: Up by 22% from 1142 in February 2004 to 1467 this month. This increase was mainly due to the fire at the Manchester BT
exchange on the 29th of March.
Software: Software results in terms of absolute volumes were almost identical to last month (4041 in March vs. 4003 in ebruary). Taking in to
account the increased working days this month, as well as the ever increasing volume of the on-line services it would seem to show an over
all improved robustness/stability of the Horizon system.
Inappropriate: Up by 9% from 1298 in February 2004 to 1434 this month. While this is an increase in absolute terms, when taking in to
account the extra working day in March it shows that the calls raised per day have actually decreased.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 10
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
2.1.8 Engineer Services — Site Visits By Engineer
The number of hardware visits undertaken this month was 5337 and included 3617 unit swap-outs. This represents a rise of about 20% over
February, and comes in the context of a 15% rise in the overall number of hardware calls logged to almost 7,200 in March. The trend in
hardware calls continues to rise. The engineer visit reduction project, (as part of the overall cross-domain call reduction problem) instigated
last month has however reported some areas where we can gain some "quick wins". The following measures are being put in place
immediately:
Counter Printers
e the fitting of the paper out sensor clip is suspended until a new clip has been received from the manufacturer and tested. Fujitsu
Services expects to re-commence fitting the new clip w/c 19" April 2004
e the one month trial of a smaller mails label aimed at reducing incidents of labels getting stuck has commenced and is showing positive
results
e engineers will test both receipt and label printing after replacing the printer with immediate effect. This will reduce the instances of calls
being logged shortly after a printer has been replaced where a faulty unit may have been supplied.
Keyboards
e engineers will test all keys on an outgoing and incoming keyboard during a swapout visit
e Fujitsu Services is working with the repairer to remove from the spares loop all units that have been repaired 3 or more times
e Discussions with Post Office Ltd re the sending out of a memoview message to remind users of the correct keyboard keys to use with
the Smart Post application (the enter key is not always enabled in this application)
ADSL visits
e engineers involved in ADSL and PA Testing activities will ensure all cables are properly reconnected
PINPADs
e HSH to improve call scripts to try and diagnose faults and instigate resolutions without calling for an engineer
The earth bonding reconnaissance exercise has been completed early. Two hundred and sixty sites have been identified as needing
supplementary earth bonding to comply with I.E.E. regulations, and it is known that none of these sites is suffering from any earth leakage
and therefore there is no current health and safety concern. Fujitsu Services are expecting a quotation from Romec to carry out the corrective
work and this will be discussed with Post Office Ltd, and a timetable and schedule of works agreed.
The Engineering Service penalties have decreased dramatically this month (circa £24,000). This is a big improvement on February's
penalties and the figures for the latter half of March suggest that further significant progress can be expected in April. Most of the resourcing
issues have been addressed within the engineering teams, and now only South West region continues to experience resourcing issues. All
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 11
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
local, intermediate and remote Service Level Targets for both A and B priority calls were met in March, and the Engineering Service also
achieved at least 97.9% on all penalty thresholds in all categories. The time to repair target was failed however (average 29% of downtime,
against 24.5% of time allowed).
2.1.9 Business Incident Management
There were 15 instances of Receipts and Payments misbalances, the majority due to a fault with Bureau de Change software. A fix for this
has now been developed and due for implementation at S60. In addition there were a number of exceptions on the Network Banking, and E
Top Up Reports. These were wholly attributable to the the Wigan and Bootle agents being rebooted within a 30 minute period of each other
on 21/03/04. No reconciliation was required and customer accounts were unaffected.
2.1.10 Security Services
KMA Key Manager Summary
Automated Key Refresh.
As of 31st March there were 15,950 active post offices, 199 post offices were closed during the month and 38 new post offices rolled out.
The key refresh-smoothing algorithm has selected a total of 1232 branches for refresh this month giving an average figure of 40 branches
being selected each day for key refresh.
Manual Key Refresh
a. The Network Banking ZMK cryptographic key was changed on the 21“ March. Activities were coordinated with IBM and the
successful change was implemented within required time scales.
b. The new TK keys for the NB and DCS servers were successfully extracted from the KMA and installed on the Servers.
c. A new set of resilient VPN keys were generated by the Key Manager and loaded on to the VPN servers at the data centres.
This action closes an action resulting from the VPN Expiry Incident on the 16" Feb.
Key Management Administration
a. The Certificate Authority Workstation in Bracknell which suffered a Hard Disk Drive corruption failure in Feb has been repaired and
is now back in normal operation. This closes an action resulting from the VPN Expiry Incident on the 16" Feb.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 12
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Audit Retrieval Queries (Litigation Support)
A total of 53 Old and New Format ARQs were received from Post Office Ltd during the month of March 2004, resulting in a workload of 571
Query Days. This makes the running total for ARQs for January to March 2004 of 142 ARQs totaling 1602 query days, Witness Statements
total 7 and Court Appearances remain at 0.
The upward trend of ARQ requests continues, Graham Ward has been advised of the situation and Security & Risk are maintaining a flexible
approach to the ongoing requirement. However, having analysed the trend it is advised that Post OfficeLtd need to exercise their option to
increase the number of ARQ allowed under the contract, which may result in an increased headcount to provide this service. To remain
within the contracted annual ARQ limits Post Office should restrict the number of ARQs to an average of 27.5 ARQs per month. However,
over the last 3 months Post Office Ltd have used 43% of their annual rolling contractual limit. Two ARQs have also been taken against the
April quota.
Security Administration
No security incidents were reported during March 2004.
3 MARCH VOLUMETRICS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 13
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
3.1 VITAL STATISTICS
3.1.1 Vital Statistics - Network Banking
Live Base as at 31% March 2004: 15,913 Outlets, 37,472 Counters
Monthly Data is from 1% March to 31% March 2004 inclusive
This Month To Date
[Balance Enquiries 1,402,732 6,893,828
\Cash Deposit Transactions 287,616 2,320,372
\Cash Deposit Total Value
£47, 266,398.94
£375, 185,275.09
Cheque Deposit Transactions
6,823
7,705
Cheque Deposit Total Value
£3,331,538.14
£4,028,654.86
(Cash Withdrawal Transactions
4,359,822
18,585,824
\Cash Withdrawal Total Value
£348,692,951.29
£1,449,907,827.46
Withdrawal to Limit Transactions 696,501 1,668,708
Withdrawal to Limit Total Value £66,625,478.02 £225,677.73
DCP Refund Transactions 660 5,186
DCP Refund Total Value £132,233.91 £934,950.03
DCP Payment Transactions 1,113,706 7,213,368
DCP Payment Total Value
£64,666,905.20
£389,896,541.96
3.1.2 Vital Statistics - ETU Transactions
{Summary
March 2004
Totals To Date I
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 14
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Transaction Volume 1,238,350 4,345,137
Transaction Value £10,319,550.00 £36,747,475.00
Details by Issuer Scheme
Transaction Volume
Transaction Value
3G UK Ltd Add Everything 281 £1,405.00
3G UK Ltd Add Text 109 £680.00
3G UK Ltd Add Unlimited 135 £1,350.00
3G UK Ltd Video Talk & Text 658 £12,210.00
02 PAY & GO 178,240 £1,952,680.00
Orange pay-as-you-go 335,419 £2,463,170.00
Tesco Mobile Pay as you Go 3,370 £36,085.00
T-Mobile Pay as you go 245,441 £2,630,370.00
Virgin Mobile Pay As You Go 101,673 £676,320.00
Vodafone Pay as you talk 371,903 £2,536,570.00
Vodafone UK PAYT TopUp Voucher 1,121 £8,710.00
Totals 1,238,350 £10,319,550.00
3.1.3 Vital Statistics - General Transactions
Monthly transactions by APS Generic OBCS data made available to TPS Transaction Data File
source Outbound DWP systems Delivery to TIP
31,489,797 43,595,184 239,901,271
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 15
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
Ref:
FUJ00232540
FUJ00232540
CS/PER/050
Version: 1.0
October 2003
November 2003 28,967,497 39,098,992 231,168,695
December 2003 30,585,353 44,296,928 285,874,465
January 2004 30,407,376 37,652,742 214,524,761
February 2004 27,880,030 35,585,768 211,926,478
March 2004 30,369,122 39,087,325 237,165,176
3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES FROM LIVE SITES
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 16
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
18,000 +— . .
16,000
=
14,000 FF
=. a,
12,000 I ———— —
2 10,000
7 Pe eboaepoeed
§ 8,000 f= om - Cl ay ;
2 }
6,000
4,000 -
2,000
0 - :
Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04
Month
Ha Change [3 Environmental [Hardware [3 Inappropriate
C5 NBSC Referral [5 Network WB Reference Data Ga Security
C1 Software [5 Other Queries [5 Business Incident @B One Shot Passwords
Monthly Call Limit === 6-month moving average
3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES FROM LIVE SITES (CONTD)
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 17
Fujitsu Services
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Apr-03 I May-03 I Jun-03 I Jul-03 I Aug-03 I Sep-03 I Oct-03 I Nov-03 I Dec-03 I Jan-04 I Feb-04 I Mar-04
Business Incident 7 258 1 2 0 8 i) 0 1 0 ie) 0
Change 2 0I 2 5 12 2 1 1 2) 2 2I 3
Environmental 230) 224! 242 304 269 233 232! 235 176) 251 235) 192
Hardware 5267) 4760 5411 5926 5580 6028 6103 5534 6356) 5907 6373 7178
Inappropriate helpdesk 1677 1857 1540 1802 1596 1851 1681 1342 1424 1476 1298) 1434
NBSC Referral 253) 229] 164 157 131 183 204! 206 201 214 180 148
Network 606) 788 1053 1279 1281 1276 1172 1026 976 986 1142) 1467
Other queries 161 143 158 199 182 175 162 111 151 131 240) 150
Reference Data 23) 3 18 12 3 30 7 3 1 0 7 1
Security 174 138 277 339 352 319 281 239 300 262 231 330
One Shot Passwords 186) 204I 238 188 210 241 232) 188 187) 177 144 209
Software 3199) 3704 3441 4186 4138 4654 4982 4502 4813 3813 4003 4041
System outage calls (not included) 482 132 373) 490 588 190
Total Calls 11785} 12308] 12545) 14399] 13754] 15000} 15057) 13387) 14588] 13219) 13855) 15153
6-month moving average 12296} 11964] 11978) 12368] 12713] 13299} 13844] 14024) 14364] 14168) 14184] 14210
Average Daily Call Rate 536 547 545 576 611 625 602] 595 634) 563 630 606
3.2 HORIZON SYSTEM HELPDESK - LOGGED CALL PROFILES FROM LIVE SITES (CONTD)
Explanation of Calls removed from Call Volume totals due to System Outages.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 18
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Month [description of issue / system outage [date I call type I calls identified
Aug-03 Quantum calls issue 22/08/03 Ss 482
Sep-03 _ interruption to data centre operations 22/09/03 B 132
Oct-03 message broadcast problem ( caused problems at 1,100 ‘bronze’ outlets) 08/10/03 NDO1 373
Jan-04 4 separate issues :
NVB services lost for 172 hours (encryption router at IBM Warwick) 05/01/04 NDO1/02 259
Comms link outages to E-Pay & IBM due to changes to router configuration made 19/01/04 NDO1/02 63
by Energis
770 Branches unable to perform online transactions for 2 hours following a reboot 28/01/04 NDO1/02 88
of Bootle correspondence server
Satellite Branches lost online capability for most of the day due to problems witha 29/01/04 Satellite N 80
Fujitsu Services router at Milton Keynes calls
TOTAL for JANO4 490
Feb-04 2 separate issues :
Comms problem from the data centre to Streamline 14/02/04 N 61
VPN Key disk out of date 16/02/04 NDO1 527
TOTAL for FEBO4 588
Mar-04 4 separate issues on 2 days :
29 Satellites down & Cluster 2 issue affecting up to 25% of the live estate, plus 08/03/04 NDO1/02 83
241 timeouts due to DCA02
Debit Card problem following router upgrade by Energis 31/03/04 NDO1/02 107
TOTAL for MARO4 190
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE
Page 19
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
Ref:
FUJ00232540
FUJ00232540
CS/PER/050
Version: 1.0
Hardware Calls by Problem Type
No. of Calls
a)
8 8
g
razaI
AB Ney03 kn AOS Ag OB SepOB CS NB DecB entFebOtMer4
OProcessorfaut «Ml Reader fait B.Counter printer faut Back office printer faut 0 Keyboard fault
B\Monitor touch facility OMoritor faut DPINPad faut Dicther faut
Ape03 I Mey0s I anos T_su03 [Anos T sep03 Totes [novos I Deccs [Janos [repos [ero
Processor faut y1:) 23 217 m2 280 2 258 2 22 3 E50) Ea
Reader faut we I we I xe I 30 I me I a2 I ae I os [I we [as [a6 oO
Courter printer fait ea I ee I tem I 1 I 15 I we I 25 I 2 I m2 I oe I xe I am
Backofice prterfaut [_ 1368 I 1283 I aon I ter I tor [ 1548 I 156 I 110 I ize I 1a I te I 168
Keyboerd faut si_I a2 I x6 I os I eo [ ot I me I ms I mi I sa I os a
eniter touch faclity a I zm I me I as I a [ m I a [ 2 I m I 22 I mm 7
Nonitor faut we [a5 [ os I so [ om I on [I 0 I ws I a [ a I we Ed
PIN Pad faut 8 155 18 162 168 146 22 157 176 528 wT 221
other faut 2 2 27 wa 42 73 ES 28 B wa B wv
TOT, ser I aro [ san I sxe I so I oe I ome I om I we I or I as I 7
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 20
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Calls for Back Office Printers have risen
since the introduction of Bureau de Change
functionality, which has brought about
increased usage of the printer, particularly
in regard to the printing of the Rates and
Margins reports, which are timed to print
when the Back Office Printers may be
switched off. This is being addressed by
Cross Domain problem PM0000470.
Calls for Ithaca printers have risen due to
the introduction of the printer clip (designed
to disable the paper out sensor). This
modification has caused some printers not
to function, and the implementation of it has
been suspended, pending the introduction
of a better quality clip. Fujitsu Services
expect installation of the new clip to
commence week commencing 19" April.
Keyboard faults continue to remain
unacceptably high. Fujitsu Services is
trialling a number of initiatives, e.g.
instructions to re-boot being given by the
HSH prior to engineer allocation and the
analysis of “no fault found” returns. We
hope to see some reduction in volume over
the coming months.
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS (CONTD)
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 21
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Fitting Consumables : Advice given to PM Calls from branch staff, seeking guidance
on fitting consumables, (notably toner
3 cartridges and image drums), continues to
hover at around 150 per month. Although it
is encouraging to note an improvement in
real terms over February given the number
of working days in each month.
No. of Calls
call lint
ApS = May03une3 JUS AugOS Sep03 O03. NovOS. Deo 03 Jan 04 FebO4 Mar 04
1 Epson printers (Ithaca Printers Il Oki printers El Panasonic printers Bl other items
‘Apr-03] Mey-03] Jun-03] Ju-03] Aug-03] Sep-03] oct-03] Nov-03 I Deo-03] Jan-04 I Feb-04 T var-04
Epson printers 3 [5] 6] o{[ 1 {I 0] 7 6 I 5 9 5
Ithaca Printers 2[o0]2]3][ 2 4 2 6 3 3 7 3
Oki printers B 80 9 193 232 197 178 156 141 137 158 160
Panasonic printers i‘) 0 0 1 i’) i’) i‘) 0 i!) i!) 0
other items: 28 1 0 0 i) 3 1 1 1 1 7 1
TOTAL 33 I 6 I w I a7] ms I 24 I 18 I 100 I 17 I 6 I 181 I 10
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS (CONTD)
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 22
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
5,500 Software Calls by Problem Type Software calls continue to hover around
5,000 I _ _ = Boe : 4000 per month sustained by recent
4.500 increases in the number of requests for print
4,000 queue deletions in the Back Office Printers.
3.500 aa This is again attributable to the changes in
2 300 i = Aad usage patterns of the printers since the
$ 3500 introduction of Bureau de Change.
5 2:
# 2,000 = : This is being addressed by Cross Domain
‘1.800 problem PM0000470.
1,000 —— a — =
500 e i Incidents of systems freezes have continued
° + + + = to decline.
Apr-03 May-03 Jun-03- Ju-03 Aug-03- Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04
Processor swap - software error system freeze/siow response system busy message Dsystem error message
@Blue screen Critical event error Other software error Hardware problem requiring reboot
Hw problem requiring print q, deletion Ml Security data was unuseable Okey refresh - Update security data Active PMIMC or PIN lost
‘Apr-03 I May-03] Jun03 [ Jui-03 I Aug-03 J Sep-03 I Oct-03 [I Nov-03 I Dec-03 [I van-04 I Feb-04 I Mar-o4
Processor swap - software error ve I 96 I tor I 135 I 117 I 169 I 131 I 150 I 162 I 108 I 102 I 105
‘System freeze/siow response 7ia_I 925 I 929 I ttee [iia3 [1551 I i982 [i793 [1926 I i2ai [914 [746
‘System busy message e_[ 4 Ie [ 53 I 1s I 3 [ 4 I 4 I o I 59 I 48 I 51
System error message 7ai_I s4 I 770 I 850 I 675 I 727 I 686 I soo I 483 I 503 I 515 I 486
Blue screen ia I 199 I 197 I 179 [ 202 I tei [ 178 I 204 I 213 I 206 I 206 I 222
Citical event error 1 6 2 4 2 5 3 0 4 3 0 10
Other software error see_ I sa7_I 402 I 338 I 407 I vos I 880 I 921 I 1062 I a00 I 741 I 810
Hardware problem requiring reboot a7e_I 495 I sia I eos I 548 I 52a I a5 I soi I seo I 578 I see I 60
Hiwproblemreauiting print q. deletion [192 I 189 I 208 I 252 I 215 I 191 I 201 I 206 I 107 I 147 I 674 I 695
Security data was unuseable 1 1 0 0 2 1 1 0 1 2 2 0
Key refresh - Update security data 264 I 208 I 166 I 466 [573 [420 I 134 [21 eo I 125 I 152 I 180
‘Active PNIMC of PIN lost a I s I e [I 7 I 6 I 7 I 6 I 61 e_ I at 63 I 42
[ TOTAL 399 [3704 I saat [4186 I 4438 [4654 I 4002 [4502 [4a13 [3813 I 4003 [4041
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS (CONTD)
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 23
Fujitsu Services SERVICE REVIEW
Date: 14/04/04
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
‘System Freezes (known errors) fixed by Reboot
400
1200
1000
800
00
400
200
0
Ap3 My0B un08 AHS AgO3 Sep0B CEOS NovOB Deo3 an04 FebO4 Mer04
IB Fed by Reboot Dl other fix Lather causes
‘System Freezes Apr0B I May-03 I Jun03 I Ju-03 I Aug03] Sep-03} Ot03 I Nov03 I Deo-03I Jar04 I Feb04I Mar0+
Fixed by Reboot 588 809 818 I 1005 I 2B I 1370 I 166 I 1651 I 1748 I 1141 804 631
other fix 4 72 5 Es i] 107 6 4 10 8 7 6
other causes 7 4 6 47 61 74 io) 58 3] 2 ES] E!)
3.2.1 LOGGED CALL PROFILES — INCREASED CALL VOLUME ANALYSIS (CONTD)
Incidents of system freezes and slow
response have continued to decline and
around 90% are resolved by advising a
reboot.
Fujitsu Services is continuing to investigate
all causes of System Freezes and will report
in detail once more information has been
obtained.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE
Page 24
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Network Calls by Cause Code
4,800
4,600 + : I
No. of Calls
Oct-03 = Nov
ApS Mey3 kn 03 JUBA Sep OB
I @ ISON failure LAN faut Loose cable or Counter turned off
@Noatlet comms to KA server ( Undetenrined or no cause given Online service unavailable
Correspondence server unavailable Oother causes
Ape I May-03] unos I Ju-03 I Aug03] Sens] Oxt03 I Nov0s] Des] Jan04] FebOt I Mero4
ISON failure 4 8 184 23 240 239 220 278 242 22 Ei) E14
LAN faut 4 107 130 7 108 109 6 i) Ls} 8 81 a4
Loose cable or Counter tumed off & 124 118 137 6 109 2) 72 70 7 71 a
No outlet cons to KIVA server 19 6 i) 2 25 22 17 2 44 55 7 2
Undeterrined or no cause gven 22 262 Kis) 1 4 ES 38 KA 310 233 K 7) m4
Online service unavailable 40 78 EA 53 2 131 154 175 163 141 2B 427
Correspondence server unaveilable 9 14 2 12 E) 6 4 13 4 52 El xs
other causes ii 42 3} iss} B 89 ics} 6 70 67 70 ES)
TOTAL 606 788 1063 I 1279 I 1261 1276 I 1172 I 102 976 966 1142 1467,
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 25
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
3.3. TSD - LOGGED INCIDENT PROFILE
Network calls have risen again this
month, mostly due to incidents of on-
Line Services Unavailable of which
there were 1999 extra calls throughout
the month. On Monday 29" March,
there were 169 calls received due to a
major BT underground fire in
Manchester affecting 21000 BT lines,
affecting 65 Post Office branches.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 26
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
140 ~~ - - ———— — —— —— -
120 +
100
4
= 80
o
i}
¢ 0, - — —— —— — —
z
40 — - —— - - :
fi I 7
» Bee ae ee Be
Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04
Month
9 Network Banking Gl Card account (Debit account [0 Other UB query
[50 UB change === Monthly Call Limit
Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04
Network Banking 18 14 7 4 13 13 4 6 9 8 12 7
Card account 2 0 7 7 2 1 3 i} 1 0 1 2
Debit account 1 0 0 3 3 9 4 4 3 6 8 21
Other UB query 27 31 37 34 17 15 18 13 8 17 15 12
UB change 2 0 0 0 1 5 2 2 4 5 2 3
TOTAL 50 45 51 48 36 43 31 25 25 36 38 45
3.4 ENGINEER ON - SITE VISITS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 27
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
5,000 = =
4,000 _— — “ = = - = I a rd
5 ome I -
: a
&
3
3 2,000 ee
1,000 y x I
} ok bed a ee ee ee I
Apr-03 May-03 Jun-03 Juoa Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-o4
Month
Gm Bar code readers [==Base units [==olkKeyboards
T==3Screens =aother items [Ithaca Printers
WEEE Back Office Printers [== Pin Pads ——Monthly Call Limit
Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04
Bar code readers 219 198 189 197 184 238 201 251 278 281 313 359
Base units 202 214 274 303 302 358 283 280 350 321 369 417
Keyboards 445 418 480 511 512 565 615 590 607 699 612 744
Ithaca Printers 958 1084 1217 1165 1078 1328 1257 1239 1624 1344 1539 1832
Back Office Printers 469 442 449 551 512 491 490 388 450 473 615 587
Pin Pads 151 111 113 93 113 103 160 124 136 337 295 279
Screens 440 387 518 495 514 526 497 467 466 472 507 580
other items 18 30 40 32 35 40 45 43 45 50 16 19
TOTAL 2902 2884 3280 3347 3250 3649 3548 3382 3956 3977 4266 4814
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 28
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
it ttm aime Version: 1.0
39,000
36,000
33,000
30,000
I Actual Live Branches
27,000 1B Actual Live Counters Oe
Forecast Live Branches
24,000
Forecast Live Counters
21,000
18,000 }-
15,000
Number of Outlets / Counters
12,000
9,000
6,000
3,000
Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04 Apr-04 May-04 Jun-04 Jul04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05 Feb-05 Mar-05
Oct-03 I Nov-03 I Dec-03 I Jan-04 I Feb-04 I Mar-04 I Apr-04 I May-04] Jun-04 I Jul-04 I Aug-04 I Sep-04 I Oct-04 I Nov-04 I Dec-04 I Jan-05 I Feb-05 I Mar-05
‘Actual Live Branches 16541 I 16460 I 16403 I 16235 I 16092 I 15913
[Actual Live Counters 38466 I 38344 I 38267 I 37988 I 37749 I 37472
Forecast Live Branches _I 16491 I 16459 I 16377 I 16233 I 16089 I 15913 I 15629 I 15432 I 15204 I 15069 I 14918 I 14770 I 14676 I 14661 I 14661 I 14646 I 14631 I 14616
Forecast Live Counters 38334 I 38381 I 38265 I 38060 I 37854 I 37472 I 37240 I 37023 I 36772 I 36624 I 36457 I 36295 I 36192 I 36175 I 36175 I 36158 I 36141 I 36124
4 MARCH REVIEW OF PROBLEM MANAGEMENT
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 29
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
4.1 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - SUMMARY
FS Problems FS Status Post Office Ltd Post Office Num
Problems Ltd Status
Monitor 2 Monitor 1
Open 20 Open 21
TBA ie}
4.1.1 SUMMARY
Problems resulting from major incidents are being progressed and reported on a weekly basis by Fujitsu.
In total there are 28 open problems (including 4 new problem branches), which is a net increase of 9 from February.
4.2 PROBLEM MANAGEMENT CROSS DOMAIN PROBLEMS - ON ALERT
Over the past 6 months there have been a number of major incidents that have resulted in on-line service outages at Post Office branches.
These outages have a business impact on PO Ltd service, so Fujitsu POA raised a Corporate Red Alert on the issues in March 2004.
4.3 KEY CROSS DOMAIN PROBLEM UPDATE
4.3.1 FUJITSU SERVICES / POL CROSS DOMAIN OPEN PROBLEMS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 30
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
5 new cross-domain problems were opened in March. In addition 2 Fujitsu internal problems were promoted to cross-domain problems, but 2
existing problem were closed. As a result there were 21 open cross-domain problems at the end of March.
PMO0000396 _ AP transactions not reversible (Action with Fujitsu to deploy S/W fix, target S60/2004)
PM0000407 _ Mail labels detach inside Ithaca printer (joint Fujitsu/POL trial of modified label in progress)
PM0000424 _ Debit card failures on 19" September (Action with Fujitsu to complete corrective actions)
PM0000427 _ Satellite network issues (Action with Fujitsu to complete corrective actions)
BCM0000428 _ Inter campus Link failure (Action with Fujitsu to complete corrective actions)
BCM0000430 _ Power loss at Wigan Data-Centre (Action with Fujitsu to complete corrective actions)
PM0000433 _ High monthly HSH call volume (Under joint Fujitsu/POL investigation)
PM0000450 _ intermittent comms to E-Pay and IBM (Action with Fujitsu to implement recommendations with Energis)
PM0000454 _ British Gas transaction omitted from AP client file (Under joint Fujitsu/POL monitoring)
PM0000455 _ VPN keys expired causing loss of on-line service (Action with Fujitsu to complete corrective actions)
PM0000456 _ 28 branches reported difficulties with DC transactions (Action with Fujitsu to investigate)
PM0000457 _ TIP rejections from 33 branches for B de C transactions (Under joint Fujitsu/POL monitoring)
PM0000460 _ TMS/OBCS stops agent 4 failed without raising an alert (Action with Fujitsu to investigate)
PM0000461 _ Branch expectations when the Branch connection fails (Under joint Fujitsu/POL review)
PM0000451 _ Previously recorded as a Fujitsu internal problem. Loss of Network Banking, Debit Card, and E Top-Up services on
the 28" January 2004, to PO Branches connected to Bootle Correspondence Server 1 (Action with Fujitsu to complete corrective
actions)
PM0000452 _ Previously recorded as a Fujitsu internal problem. Loss of on-line service on the 29" January 2004, to Satellite
connected PO Branches (Action with Fujitsu to carry out a Feasibility Study for network improvements).
PM0000470 _NEW_Increase in calls from PO Branches to the HSH, requesting remote print queue deletion, due to the Bureau to
Change bac office printing of rates and margin files out of hours (POL assessing the various options).
PM0000471 _NEW_Intermittant congestion of satellite traffic on the 8" March, affecting on-line capability for satellite connected PO
Branches (Action with Fujitsu to investigate evidence and monitor).
PM0000472 _NEW_Debit Card Service, inconsistencies in the MID and TID Databases (Under joint Fujitsu/POL and Streamline
investigation).
PM0000473 _NEW_Debit Card Service, transactions failing with a “bad format” response (Under joint Fujitsu/POL and Streamline
investigation).
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 31
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
PM0000474 _NEW_On the 29" March there was a major outage of BT PSTN and ISDN lines in and around the Greater Manchester
area, resulting from an act of vandalism (Action with POL to mitigate impact on PO Branches).
4.1.2. TSD OPEN PROBLEMS
The TSD did not raise or close any problems in March.
TSD0000372_ Notification to Universal Banking domains of planned changes (On monitor by Fujitsu)
TSD0000440 _ Duplicate payment/confirmation file (Action with Fujitsu to deploy S/W fix - target S52R)
TSD0000442 _ MID/TID file showing all PO branch changes (Action with Fujitsu to deploy S/W fix - target S52R)
4.1.3 PROBLEM BRANCHES
PB0000477_Arrocha (120817)_High number of counter printer replacements (Under joint Fujitsu/POL investigation)
PB0000478_Hope (570614) _Intermittent comms failures (Under joint Fujitsu investigation)
PB0000479_High Grange (317309) Repeated failure of mobile counter unit (Under Fujitsu investigation)
PB0000480_Fernbank Road (146946) Loss of comms during March (Under Fujitsu investigation)
5 SCORECARD ACTION PLAN
Service Post Office Ltd suggestions for improvement Fujitsu Services Response
from previous scorecard
Business Continuity The 14th & 16th February issues could have been dealt with I It has been suggested that the underlying cause of the failure on the 14”
more effectively. of February may have been due to equipment failures in a non Fujitsu
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 32
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
FS to improve diagnostics used to identify root cause
domain
Release Management
No issues
No response required
Management Information
and Service Review
Generally good service but some delay has been
experienced regarding the development of off-line reports,
which are seen as a high priority (and benefit) for both POL
and FS.
FS to manage POL expectations and deliver reports when
MIS delivered a work instruction for this report which is now being
implemented by POL.
Change
Reference data
agreed.
Capacity Management No issues No response required
Data Delivery No issues No response required
Operational Business No issues No response required
Operational Business
Change
Branch
Negatives - The quality of service from Energis/BT is
viewed as generally unimproved. It is felt that POL often
have to chase FS for updates and resolutions that FS
should provide automatically. Evidence that FS are not
learning from past problems i.e. incorrect date entered into
OCMS (Spalding), incorrect ISDN number entered on
OCMS (Kibblesworth). BT pinging incorrect ISDN number
(Charlestown).
Key documentation (OBC Branch OLA), even allowing for
other key business priorities, has been in the FS domain for
too long. POL have just been notified that a modified OLA
will be issued for review by 12/03/04.
FS to be more proactive in providing updates on issues.
FS to ensure that when problems have occurred lessons.
learnt feed into improvement activity.
FS to maintain momentum of document reviews and
progress review cycles and document approval in a
speedier fashion.
The OBC Team contact NIET-Central at 16:00 hrs daily with progress
on changes completed that day, together with details of any outlets
whereby the Fujitsu engineer is currently on site awaiting completion.
An email is sent each evening clarifying the outlets discussed during the
afternoon telephone call. Throughout the core day OBC Team notify
NIET-Central on any issues via telephone followed by email
communication for clarity. The OBC Change Manager is copied so that
any potential problem sites can be quickly notified to Post Office Ltd
Senior Management.
Fujitsu Services have tabled the BT Pre-survy proposal, which we hope
to implement from 3 May 2004. A joint meeting is planned between
both businesses on 15" April 2004 to realign lead times and E2E OBC
Processes.
There is evidence that NIET-Central may be struggling with the ‘mobile
solution’ and Fujitsu Services OBC Team are willing to visit Chesterfield
to give a presentation and/or offer Advice and Guidance. Alternatively
PO Limited are very welcome to visit Fujitsu Services in Crewe.
5 SCORECARD ACTION PLAN (cont’d)
Service
Post Office Ltd suggestions for improvement
from previous scorecard
Fujitsu Services Response
HSH/TSD/Engineers
HSH - There appeared to be a lack of awareness (by some
Agents at HSH were aware of the earth bonding exercise. Unfortunately
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 33
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
agents) at HSH regarding the earth bonding project + call
bouncing is still a concern. .
To ensure that all HSH agents are aware of current projects.
To cascade and discuss the interface agreement procedure
for bounced calls with HSH agents.
TSD - Still giving out mixed messages with
incomplete/inaccurate information on occassions.
TSD to ensure that a consistent message, with accurate
information, is delivered at all times.
the call in question was regarding verification of an engineer. The HSH
did not have the list of engineers performing this exercise, this caused
the bounced call as the desk are not normally required to verify
engineers. This has now been addressed, the desk have a list of the
relevant engineers.
All agents have visibility of the Interface agreement. It was updated and
sent out for review on 29/03/04, all agents will be advised to view the
document and note changes and correct bounced call actions.
Problem Management
No issues
No response required
Reconcilitaion
No issues
No response required
Networks
Network failures were avoidable. Lack of pro-activeness to
maintain service I.e. key expiry issues on VPN servers
should not be recurring
FS to demonstrate that they are pro-actively monitoring and
maintaining service.
FS to check procedures and ensure key expiry problems do
not recur
This is being covered as part of the Corporate Red Alert action plan.
Commitment
Service Improvement No issues No response required
Communication No issues No response required
Working Together No issues No response required
Respect and No issues No response required
6 MARCH REVIEW OF RELEASE MANAGEMENT
6.1 HIGH LEVEL TIMETABLE
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 34
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
RELEASE APPROX DATE CONTENT/COMME
ADSL December 2003 to February I Upgrade of all Gateway PC’s with ADSL comms. card and further 128mb of
Hardware Roll I 2005 memory, (256 mb in total)
Out / Ithaca Upgrade of all slave PC’s with a further 128mb of memory, (256 mb in total)
Printer Portable Appliance Test (PAT) to all Horizon equipment located in each Post
Modification Office branch
Installation of the paper out disablement clip into each Ithaca counter printer.
$52 Data Centre: Release Authorisation Board completed 22" March 2004
Completed 23° March 2004 I Data Centre upgraded 23" March 2004
Calthorpe House successfully switched on to ADSL 1* April
Counter: Staged rollout (with Checkpoint authorisations) to commence April 2004
April — May 2004
$52R From mid April 2004 Audio response on PIN Pads (DDA beeps)
Hub and End May 2004 Pilot in two branches using a luggable as a slave counter
Spoke pilot One pilot in Cumbria, the other in Tavistock
S60 Data Centre: OBCS, TIP, APS, LFS, RDMC/RDDS & RDT moving to Solaris platforms
July 2004 ADSL Estate Management.
SAP Hosting
New Spare build (S55)
Counter: Counter changes (and with the associated changes to the data centre):
July — September 2004 e DVLA
e PAF
e AP-ADC
e Plus some minor fixes to existing bugs
$70 October 2004 EMV Chip and PIN
$75 November 2004 Replacement of Network Banking Engine with NBX
Migration to Triple DES standard
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 35
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
6.2 RELEASES COMPLETED DURING THIS PERIOD
RELEASE APPROX DATE CONTENT/COMMENTS
ADSL To end March 2004 Forecast schedule target:
Hardware Actual scheduled: 1427
Roll Out / Fujitsu Services cancellations: 193
PAT & Ithaca Post Office cancellations: 70
Printer Final hardware installed: 1164
Modification
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 36
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7 MARCH SERVICE LEVEL PERFORMANCE
7.1
7.2
7.3
74
75
76
77
Horizon Helpdesk Services
Engineer Services
Technical Service Desk
Data Delivery Services
Logistical Feeder Service
Network Banking Services
Miscellaneous Services (incl. BIMs)
38
42
44
46
52
56
60
7.1 HORIZON SYSTEM HELPDESK SERVICES
7.1.1. TELEPHONY
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 37
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
H1.3 shows ACTUAL SLT achieved by the HSH. Due to high call volumes in excess of the 13k contractual monthly maximum in November and December, the SLT achievement for both
months and Q4 2003, has been recalculated by Fujitsu Services and Post Office Ltd in accordance with Schedule 15 paragraph 4.1.1. The following results are therefore the contractual
achievement against the target:
November 2003: 1.4%; December 2003 : 2.5%; Q4 2003 : 2.2%
Quarter 1 also saw high call volumes in excess of the 13k monthly contractual limit. The “Abandoned Call” and “Call to Answer within 30 seconds” SLT achievement has therefore been
recalculated by Fujitsu Services in accordance with Schedule 15 paragraph 4.1.1
Abandoned: January 2004 6.44%; February 4.89%; March 4.1%;
Quarter 1 2004 5.14%.
Call to answer within 30 seconds: January 2004 82.42%; February & March unchanged;
Quarter 1 2004 82.23%.
7.1.2 REVIEW OF TELEPHONY SLT ACHIEVEMENT
Sustained high call volumes in March resulted in the failure to meet the “Abandoned Call SLT” for March with an achievement of 5.6% against
a target of 5%. In total 15,153 calls were logged by the desk during March, 2,153 in excess of the monthly 13,000 contractual limit. The
“Abandonned Call SLT” has therefore been recalculated in accordance with Schedule 15 paragraph 4.1.1 giving an achievement for March of
4.12% and a quarterly achievement of 5.14%.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 38
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Apart from the BT Exchange fire in Manchester on the 29" March, the desk was on course to meet all SLT’s without adjustment regardless of
the excess call volumes they were receiving up to that time.
7.1.3 CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 39
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.1.4 REVIEW OF CALL TO RESOLUTION LEVEL 1 & 2 & REBOOTS
All SLT targets met.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 40
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.2 ENGINEER SERVICES
7.2.1 ENGINEER SERVICES
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 41
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.2.2 REVIEW OF ENGINEER SERVICES
The average time to repair figure has been driven up by sustained increases in the number of engineering visits this quarter. At around 4,800
visits in March this is about 20% higher than the expected volume. Work is in hand to try and drive down the number of hardware visits and
this should result in an improvement in the average downtime figure.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 42
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.3. TECHNICAL SERVICE DESK
7.3.1. TSD PERFORMANCE
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 43
Fujitsu Services
Date: 14/04/04
FUJ00232540
FUJ00232540
SERVICE REVIEW Ref: CS/PER/050
Version: 1.0
Mxo3 I 4x03 I Meos I Jr03 I s403 I Axps I Sepo3 I oxto3 I Nos I Dec I bros I Feto4 I eros
Ref aT
T1 98% I Severity Level 1 updates corrpleted within 30 minutes
T12 9% I Severity Level 2 updates corrpleted within 60 minutes
713 I 90% I Saeity Level 3 uscetes completed within 24 hours
7.3.2 REVIEW OF TSD PERFORMANCE
All SLT targets met.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 44
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.4. DATA DELIVERY SERVICES
7.4.1. INBOUND
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 45
Fujitsu Services
SERVICE REVIEW
Ref:
FUJ00232540
FUJ00232540
CS/PER/050
Version: 1.0
Date: 14/04/04
Ref ‘SLT ARL I Mar03 I Apro3 I Mayo3 I um03 7 wui03 I Augd3 I Sepo3 I Octo3 I Now3 [ Decd3 I Jand4 I Feb04 I Mar04
IRDMC Reference Data
4.1 I 96% Data Delivery - Day B 98.73 98.84 9869 © 98.73 98.63 98.67 = 99.63. 99.79 99.80 99.64
98.76 98.67
p42 I 97% Data Delivery - Day C 99.34 99.72 99.76 99.72 99.78 9969 9969 9970 9984 99.88 99.81 99.82 99.70
97.84 @ 99.73 @ 99.74 as 99.78 Qi 99.74
p43 I 98% Data Delivery - Day D 99.54 99.78 99.79 9977 9984 99.72 99.73 99.77 9988 99.91 99.86 99.88 99.75
98.32 a 99.78 J 99.75 ot 99.83 a 99.76
pi4.4 I 100% Data Delivery - Day J 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
100.00 100.00 100.00 100.00
JoBcs Data
Di.1 I 96% JOBCS Stop List - Day B 98.22 99.25 99.23 99.31 99.23 99.16 §=— 99.23. 99.61 99.83 99.86 = 99.78 += 99.80 99.73
96.93 99.26 99.24 Qs 99.75 99.74
D1.2 I 97% ICBCS Stop List - Day C 99.29 99.73 99.74 99.77 99.81 99.73 99.75 99.75 99.89 99.91 99.86 99.87 99.81
98.29 @ 99.75 @ 99.76 as 99.83 Qi 99.79
Di1.3 I 98% JOBCS Stop List - Day D 99.62 99.84 9984 9985 9988 9982 9982 9979 9993 9993 99.89 99.90 99.84
98.80 a 99.84 @ 99.84 ‘4 99.86 a 99.82
pi.4 I 100% ICBCS Stop List - Day J 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
@ 100.00 a 100.00 [cu 100.00 Qi 100.00
7.4.2 REVIEW OF DATA SERVICES INBOUND SLT ACHIEVEMENT
All SLT targets met.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 46
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.4.3 APS - GENERIC
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 47
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
FUJ00232540
FUJ00232540
Ref: CS/PER/050
Version: 1.0
Ref
SLT
03.1
03.2
03.3
03.4
96%
97%
98%
100%
96.5%
97.5%
98.5%
100%
Inbound APS
Data Delivery - Day B
Data Delivery - Day C
Data Delivery - Day D
Data Delivery - Day J
JOutbound APS.
Data Delivery - Day B
Data Delivery - Day C
Data Delivery - Day D
Data Delivery - Day J
Mar03_]_Ap03 I Mayo3 [ mo3 I slo3 [ Augo3 I sepo3 [ actos I Now3 I Deco3 I Janos I Febos I Mard4
98.03,
96.84
99.15
98.33
99.55
98.82
100.00
99.04 99.01
98.93
98.99
98.99
98.93
99.40 99.72
98.58
99.22
99.70
98.47
99.63 99.62
@
99.66
99.63
99.67 99.57
cy
99.63
99.63
99.71 99.86
99.84
99.78
99.82
99.83
99.76 99.76
a
99.77
99.77
99.73
99.75
99.76
99.90
99.84
100.00 100.00
100.00
400.00
100.00 I 100.00
100.00
100.00
100.00
100.00
100.00
100.00
99.64
98.65
99.88
99.28
100.00
99.86 99.87
a
99.83
99.85
99.76 99.87
cy
99.89
99.84
99.90 99.64
ce
99.53
99.69
99.81
99.96 99.97
a@
99.96
99.97 99.95
ow
99.97
99.96
99.97 99.82
99.87
99.89
99.98 99.99
99.99 99.98
99.98
100.00 100.00
100.00
100.00
100.00 100.00
100.00
100.00 100.00
100.00
100.00
100.00
99.60
99.21
99.71
99.72
99.76
99.78
100.00
400.00
100.00
100.00
7.4.4 REVIEW OF APS GENERIC
All SLT targets met.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 48
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.4.5 OUTBOUND
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 49
Fujitsu Services
Date: 14/04/04
SERVICE REVIEW
Ref:
FUJ00232540
FUJ00232540
CS/PER/050
Version: 1.0
Ref [sit [ Aw
HPS Data
pet I 96% File Delivery - Day B
a2 I 97% File Delivery - Day C
pas I 98% File Delivery - Day D
poe.4 I 100% File Delivery - Day J
loacs Data
DoB.1 I 96% File Delivery - Day B
DB.2 I 97% File Delivery - Day C
DBs I 98% File Delivery - Day D
D084 I 100% File Delivery - Day J
Mar03_] Anos I Mayos I tn0s [ 1103 J] Argos ] Sepos I oxtos [ Now3 ] Decos I .ano4 I Febod I Maro4
98.5
96.7
99.5
98.6
99.8
99.1
100.0
99.4 99.5 99.4
@ 99.5
99.3 99.3
ey
99.3
99.3
99.1 99.5
a
99.4
99.3
99.4
‘at
99.1
99.9 99.9 99.9
@ 99.9
99.9 99.8
ey
99.9
99.9
99.9 99.9
CJ
99.9
99.9
99.9
a
99.9
99.9 99.9 99.9
@ 99.9
99.9 99.9
ey
99.9
99.9
99.9 99.9
J
99.9
99.9
99.7
a
99.9
100.0 100.0 100.0
@ 100.0
100.0 100.0
cy
100.0
100.0
100.0
100.0
99.9
99.9
99.9 100.0
ey
99.9
99.9
99.9 99.9
a
99.9
99.9
400.0 100.0
100.0
100.0 100.0
100.0
100.0
100.0
100.0
100.0
100.0
99.2
99.2
99.9
99.9
99.9
99.9
100.0
400.0
99.8
99.8
100.0
100.0
7.4.6 REVIEW OF DATA SERVICES OUTBOUND SLT ACHIEVEMENT
All SLT targets met.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 50
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.5 LF SERVICE
7.5.1 OUTLET TO SAPADS
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 51
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
Re] st] aw Mars I Ax03 I May03 I Jr03 I 1403 I Axps I Sep0s I 0x03 I No0s I Dads I trod I Fet0s I Maros
IQutlet to SAPADS Data Transfer
Dott} 97% Corfiretion of Pouch Recsived at Ole - Day A
DOL129 97.2% I Confirmation of Pouch Received at Outlet - DayB
DOt1.3] 100% Carfiretion of Pouch Recsived at Olt - Dal
D21F 97% Details of SAPADS Pouch Gilected from Outlet - Day A.
00122} 97.2% Detalls of SAPAOS Pouch Gileced from Out - Day
00423] 100% Details of SAPAOS Pouch Gileced from Oil - Dal
DG4.3.1} 96.25% [Daily Cash on Hand Details - Day A
7.5.1 OUTLET TO SAPADS ( Contd )
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 52
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
rf I a7 Mads I Ax03 I Mays] tn03 I Ju03 I Amps I Ses I x03 I Nows I Decis I bros I ret I Nas
Cutlet to SAPADS Data Tarsfer
0014.1] 98% VéeHy Starps/ Stock on Herd and inentay lterrs Details -
Véchesctay Target
DOL42— 97% I Videkly Stamps / Stock on Hand and Inventory Iterns Details -
Thursday Target
DO43) 96% I Viéekdy Stamps / Stock on Hand and Inventory Items Details - Friday
Target
0014.4} 100% \éey Starps/ Stock on Hard and Imentarlterns Details - nd
Thurs Target
7.5.2 SAPADS TO OUTLETS
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 53
Fujitsu Services
FUJ00232540
FUJ00232540
SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
me Mars I Ax03 [I Meyos [ tr03 [ 1103] Amps I Sep0s ] cxt03 ] Nos I Decos I roa I Febos I Meroe
I SAPADS to Outlets Data Transfer
D211] 90% Delivery of SAPADS Ranned Guess to Otlets - 8am Target
0212] 6% [Dalivery of SAPADS Rlanned Oers to Outlets - 12pm Target
02.21] 97% [Delivery of SAPADS Advice Notes to Outlets - 08:00 on Day C
7.5.3. REVIEW OF LFS PERFORMANCE
All SLT targets met.
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE Page 54
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.6 NETWORK BANKING SERVICES
7.6.1 REQUEST & AUTHORISATION TIMES
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 55
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
4/04/04 Version: 1.0
Ret [sat] ARL Maros I Apros I Mayos I anos [I 2a0s ] Augos I Sepos I octos [ Nows I becds I vanoa I repos I Waroa
congestion measure
FO Number of Days the Congestion Measure exceeded 10% Te PSY PC PES OS RC BPRS CS Pe
Dialed Connections
FO JAverage time in secs to receive Counter Authorisations (Tt) 3.65 I 4.06 I 4.11 I 402 I 4.01 I 3.81 [ 3.70 I 3.97 I 3.82 I 3.62 I 3.58 I 3.54 I 3.56
FO JAverage time in secs to receive Agents Authorisations (12) 0.82 I 0.81 I 0.91 I 0.91 I 0.90 I 0.74 I 0.70 I 0.71 I 069 I o66 I 0.65 I 0.65 I 0.63
Fixed Connections
FO. JAverage time in secs to receive Counter Authorisations (Tt) 179 I 195 I 1.93 7 192 [ 1.95 I 1.75 [ 1.62 I 1.69 [ 1.71 [ 1.64 [ 1.62 [ 1.59 I 1.61
FO JAverage time in secs to receive Agents Authorisations (T2) 076 I 080 I 089 I oss I 085 I ose I 064 J 064 I 062 I 058 I 0.57 I 056 I 055
IsuTs
Bit I<=4 secs [Average Transaction Time using Fixed Connections (T) 1.03 I 1.15 I 1.04 I 1.04 I 1.11 I 1.09 I 0.99 J 1.05 [I 1.09 I 1.07 I 1.05 I 1.03 I 1.07
1.04 a 1.06 we 1.04 a4 1.07 a 1.07
B13 JAverage Dialed T(T1-T2) 283 I 3.26 I 3.20 I 3.11 I 3.11 I 3.07 I 3.01 I 3.26 I 313 J 297 I 293 I 290 I 293
2.73 @ 3.17 Gy 3.05 as 3.11 at 2.93
B14] 95% Percentage Transactions (1) not exceeding Lower Threshold < = 8 100.0 I 399 I 99.9 ] 100.0 I 100.0 I 99.9 I 100.0 I 100.0 I 100.0 I 100.0 I 99.9 I 99.9 I 100.0
seconds (fied) 99.9 @ 99.9 Ga 100.0 a4 100.0 at 100.0
B16 I 95% Percentage Transactions (1) not exceeding Lower Threshold < = 12 100.0 I 998 I 998 I 998 I 998 I 997 I 998 I 985 I 99.4 I 996 I 99.8 I 100.0 I 100.0
seconds (dialed) 99.9 @ 99.8 GJ 99.8 a4 99.2 a 100.0
B17] 99% Percentage Transactions (T) not exceeding Higher Threshold < = 15 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 99.9 I 100.0
seconds (freed) 100.0 @ 7100.0 os 100.0 ‘oF 100.0 100.0
B19} 99% Percentage Transactions (7) not exceeding Higher Threshold < = 20 700.0 [I 100.0 I 100.0 I 1000] 1000] 999 I 999 I 996 I 997 I 998 I 99.9 I 100.0] 100.0
[seconds (dialed) 100.0 a 100.0 cg 99.9 OF 99.7 100.0
Above targets will take effect from 1/4/04 when the availability period begins.
7.6.2 NBS RELIABILITY MEASURES
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 56
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
re [st MarO3 I Apr03 ] Mayos ] Jn03 I Ju03 ] Augos I Senos [ actos [ Nows I Decds [ anda] Fet04 [ Mar04
[Encito-End Reliability
FO Fred Comections 97.0 [I 99.0 I 990 ] 990 I 1000] 100.0] 100.0] 100.0] 1000] 100.0] 990 I 1000] 100.0
FO Cialled Connections 940 [I 99.0 I 990 I 990 I 990 I 990 I 990 I 990 I 99.0 I 1000] 980 I 1000] 990
NBS Reliability
BR1f 99% Fixed Connections 99.0 RN IR 100.0 ed 100.0 Ro 100.0 eA 100.0
99.0 100.0 100.0 100.0 100.0
B27 97% Dialed Comections 97.0 [I 930 [I 990 I 990 I 990 I 990 I 990 I 99.0 fie 100.0 I 99.0 I 100.0 I 99.0
91.0 @ 99.0 @ 99.0 99.0 ai 99.0
Above targets will take effect from 1/4/04 when the availability period begins
7.6.3 CENTRAL SYSTEMS & NETWORK AVAILABILITY
© 2004 Fujitsu Services
COMMERCIAL-IN-CONFIDENCE
Page 57
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
21.0
Pater tothe ce aie eee Mice eee eee ee t t I I ce
ICentral Systems Availability
e221) <=6 Nurrber of Core NB System Faults causing NBS unavailability 0 o 7 0 0 Oe o OM fn o emt B20) 0
in more than 20% of all Branches during NB Qore Hours 0 @ 0 oS 0 ic 0 ci 0
2.2.2] <=24 Number of Core NB System Faults causing NBS unavailability oO eH Ea 0 o I o 0 o I o 0 o I o 0
jin more than 20% of all Branches during Non NB Core Hours 0 a 0 @ 0 oe 0 ca 0
2.23] <=3 Availability Period aggregate Average oO TE 0 0 1 0 oO o I o 0 15 I 00 0.0
[Branch Outage during NB Core Hours 0 @ 0 G 0 cy 0 ‘at 0
2.24] <=24 Availability Period aggregate Average 0 o jf o 0 o I o 0 o I o 0 o jo 0
hours [Branch Quitage during Non NB Core Hours 0 @ 0 J 0 at O at 0
Network Availability
82.4.1] 99.95% {Central Network Availability 100.0 J 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0 I 100.0
100.0 @ 100.0 eg 100.0 ic 100.0 Ot 100.0
2.4.2] 99.95% INBE Network Availability 100.0 I 100.0 I 100.0 I 1000 I 1000] 1000] 1000 I 1000] 1000] 100.0] 1000] 1000] 1000
100.0 @ 100.0 ey 100.0 OF 100.0 ‘ar 100.0
Above targets will take effect from 1/4/04 when the availability period begins
7.6.4 REVIEW OF NETWORK BANKING PERFORMANCE
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 58
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.7 MISCELLANEOUS SERVICES
7.7.1. BUSINESS INCIDENT MANAGEMENT & DATA RECONCILIATION
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 59
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
7.7.2, REVIEW OF BUSINESS INCIDENT & DATA RECONCILIATION
All SLT targets met.
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 60
FUJ00232540
FUJ00232540
Fujitsu Services SERVICE REVIEW Ref: CS/PER/050
Date: 14/04/04 Version: 1.0
© 2004 Fujitsu Services COMMERCIAL-IN-CONFIDENCE Page 61