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Minutes FUJITSU
From 24 April 2006
Present
Name Initials I Org. Role
Naomi Elliott NE FS Customer Services Director
Carl Marx CM FS Head of Service Management
Graham Welsh GW FS Service Introduction Manager
Richard Brunskill I RB FS HSD & SMC Manager
Dave Hulbert DH POL Head of System Operations
Andrew Price AP POL Service Analyst
Apologies
(Note: if a member of a Forum is not able to attend a meeting, a fully empowered
deputy shall be nominated by the relevant Lead Attendee to take his/her place.
Schedule 4 para 1.1.4)
Name Initials I Org. Role
Dave Baldwin DB FS Customer Services Director
Andy McLean AM POL Operations Controller
Mike Hannon MH POL Contract Manager
Marc Reardon MR POL Release Manager
Clive Read CR POL Head of Technical Service
Copies to
Post Office: SMF attendees, Forum secretaries, Yodit Tewelde
Fujitsu Services: SMF attendees,
PathwayDocumentManagementi Gro. }
Glossary
SRB Service Review Book
SLA Service Level Agreement
SLT Service Level Target
SMC Service Management Centre
HSD Horizon Service Desk
HSH Horizon System Helpdesk
CCN Change Control Note
OLA Operational Level Agreement
MI Management Information
TP. Transaction Processing
AP Automated Payments
CMF Capacity Management Forum
IRF Input Review Forum
ADSL Broadband connection (asynchronous digital subscriber line)
JAF Joint Architecture Forum
SRRC. Service Resilience and Recovery Catalogue
SEP Service Enhancement Proposals
SER Service Enhancement Register
VAM Vulnerability Assessment Matrix
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Minutes FUJITSU
From 24 April 2006
DC Debit Card
ETU E Top Up
MTBF Mean Time Between Failure
MTFR Mean Time For Repair
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Minutes
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Action Point Summary/Review of Previous Actions (latest updates in bold)
Action Point
Number
Details
I Target
completion
date
Owner
I Actions Taken
Action
Point
Status
AP211109
Summary of design spec &
stats for the branch
balancing to be provided.
19/12/05
GW
24/04: GW advised that a possible change
request for a change to the base code
would be available by the end of May.
Slow running document attached-:
“Branch Trading SU
RO Ver.2.doc"
21/03: GW, work has commenced but POL
should be aware, the introduction of the ‘T’
changes may result in a slow down of report
production during the balancing process. GW
agreed to communicate the position to DH as
soon as clear and to provide an update
regarding the feasibility study by the end of
the week — 24-03-06.
21/02: GW suggested that this action remain
on monitor for the time being.
20/01: Ongoing — keep on monitor
20/12: GW provided handout to SMF
attendees. He confirms the design proposal
is compliant. Fujitsu have investigated for
those branches not using balancing periods,
Ongoing
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the system is performing to specification.
Those branches using balancing periods will
be in receipt of trial fix (53 branches) rolled
out on 22/12. Further work being completed
to look to reducing balancing time further.
AP200101
DH/ CM to progress
scorecard workshop.
17/02
DH/CM
20/04: A plan is in place for the new
scorecard approach - it is expect that
ORF's will start providing live scores from
June/July.
21/03: Evidence matrix being developed as a
template for the ORF’s to manage monthly,
providing direct input into the Scorecard.
21/02: work ongoing within the service
improvement working group to develop an
evidence matrix to assist with scoring and
provision of comments on the scorecard.
Aim to have new scorecard in place for new
financial year 06/07.
Ongoing
AP200102
DH/ CM to meet to look at
which bits of the on line
services response process
can be spilt and managed
separately.
18/05
DH /CM
24/04: Ongoing discussions taking place —
next meeting w/c 08 May.
21/03: meeting to be confirmed in early April
between CM and DH to discuss set of
options.
21/02: CM looking into all variations for online
services in relation to branch types to drive
Ongoing
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out dimensions on service and costs, taking
into account Horizon light. DH to provide FAD
details with regards gold, platinum and
diamond branches, see new AP2102-04.
AP200105 IDH/CM to discuss PO 30/01 DH/CM 05/05: DH to forward CM the outlined Ongoing
resource analysis exercise document articulating the approach and
on 30/01. plan as agreed in meeting for
comment/completion.
20/04: Resource analysis undertaken in POL.
FS/POL meeting held 11" April to look at
options to make more effective use of
resources.
21/03 Risk analysis to follow HSMF 21-03.
09/03 meeting held, work ongoing
21/02: Both POL and FJS considering
activities that may no longer be appropriate.
DH and CM to discuss further on Friday
24/02.
AP210202 I Meeting Minutes 21/03/2006 I NW 20/04: Hard copies signed-off at 24/04 Closed
Ensure hard copies of the HSMF.
I Jan and Feb meeting
minutes are brought to the
next HSMF for sign off.
AP210203 I Comms to branches 21/03/2006 I NW 20/04: MBS compiled. Closed
POL to prepare : I 21-03 carried forward, responsibility
trancfarrad ta NINAL
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AP210206 I GW to identify how far the 26/04/2006 I GW/DH 24/04: DH to give a view from POL on way I Ongoing
work regarding costings for forward.
the IP stream has been 21/04: This action had evolved and the
progressed with a view to revised position based on the top 3174
considering this as part of Branches had been sent on the 29th March.
AP 200102. Awaiting a view as to how this should be
moved forward. To be discussed and agreed
on Monday.
21/03: There are 99 branches with more than
5 Counter positions that do not have ISDN
back up. GW is finalising a proposition that
he will be put to POL regarding how this is to
be rectified using the benefits from IP stream.
AP210302 I POL Internal Comms 31/05/2006 I NW 20/04: Carried forward to be completed by I Ongoing
Put together some end of May.
communication back to the
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ORF attendees and
scorecard contributors within
POL to iterate good news
and positive results.
AP210303 I CSIPs — Rural Strategy 13/04/2006 I GW/CM_ I 21/04: This is progressing in relation to Ongoing
Ensure that all work the previously identified points as
regarding luggables is done Business as usual. Have however been
in communication with the overtaken with recent developments
development of the Geller regarding the escalation of the new Geller
solution. platform.
AP210304_ I CSIPs — Service Portal 11/05/2006 I NW 24/04: CM to speak to Nicola Wood and Ongoing
Make the necessary agreed arrangements of visit.
arrangements so that the 20/04: Arranged for 11 May.
SIWG are able to view
service portal ASAP.
AP210305 I IMT & CMT 18/05/2006 I DH / MH 20/04: Short-term gap covered. Proposed I Ongoing
Discuss and consider way forward on requirements for IMT/CMT
budgetary arrangements and to be shared by end of April.
to provide a note to DB to
agree that the IMT and CMT
would continue to be
required in the short term.
AP210306 I RAB for T releases 13/04/06 GW 21/04: Review has taken place with Marc I Close
Discuss the process with and accepted that the ongoing process
Marc Reardon and draft up a will evolve over time. An information
method for providing I document file will be produced for each
incramant of tha ralaaca
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authority at an HSMF level.
‘AP210307
Next Day / Priority Service
I Ensure that Next Day —
service is referred to as
priority service within FS to
avoid confusion.
31/03/06
RB
24/04: Complete. —
Close
AP240401
Mails labels
Have there been any
changes to the mails label
paper that could
compromise their
performance.
18/05/06
DH
New
AP240402
Counter Printers — Ink
issue
Speak to Karen Molloy to
understand latest status and
way forward.
18/05/06
DH
New
AP240403
POL FS discrepancies
Provide DH with a proposal
regarding the current issue
of discrepancies reported in
POL FS.
18/05/06
GW
New
AP240404
Service descriptions
RB to present service
descriptions for HNG X-
service and MIS ad-hoc
18/05/06
RB
New
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requests.
AP240405
Service improvements
CM to provide POL with a
proposal for both Saturday
engineer visits and ‘B’
priority tracking by the end of
May.
31/05/06 CM
New
AP240406
Text service
DH to agree communication
approach to Sales and
Marketing Managers prior to
the text service going live.
18/05/06 DH
New
AP240407
ISDN registry
and the enabling of the type
14 - arrange conference
call, i.e. as a mini-RAB to
include Clive Read, Marc
Reardon, Ann Cruttenden
and Lara Burkit.
31/05/06 GW
New
AP240408
Ofcom response
Obtain a written response
from Ofcom with regards to
responsibilities within the BT
domain.
18/05/06 DH
New
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FUJITSU
Review Action Points, Decisions Recorded, Items Noted
Action
Description
Owner
Target date
Agenda 1 - Intro’s, actions, AOB
items
Agreed
The minutes and actions taken at the
March meeting were agreed. Hard
copies for January, February and March
were signed-off.
Agreed
AOB items were agreed for discussion at
the end of the meeting:
e OFCOM response
e APOP - transaction time-outs
Noted
A review of action points from the
previous meeting commenced. There
were no new actions as a result of the
review.
Agenda 2 - Service Review
Noted
CM talked through the Service Review
Summary report.
The major highlight was that all formal
SLT’s were met, with the exception of
one ‘day j’ data recovery, for the month
of March. The reason for the failure was
down to a BT line fault at the affected
branch.
Of note though is the increased calls
logged by branches relating to hardware
— split across PIN pad and counter
printers, with approximately 450 extra
incidents each. The PIN pad issue was
related to the S90 counter release. CM
advised that the counter printer issue
could be related to mails label. Nick
Crow will visit a selection of branches
experiencing problems to investigate the
issue. Further discussions to take place
when investigations have been
concluded.
RB asked if there had been any supply
or quality changes to the blank mail
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AP240401
Noted
Noted
Noted
labels.
DH said that he would investigate if any
changes to mail labels and their supply
had been made.
CM advised of one major incident during
March, which affected gateway
exchanges for 90 minutes at the start of
Wednesday 15"* March. There was
minimal impact due to prioritisation of
incidents.
Other incidents-:
e CAPO cards declined on PIN pads
at 87 Bureau pilot branches for
S90. A re-boot restored service
and a reference data reversal done
overnight to restore normal
service. (02/03/06).
e A power failure at the BANK site
resulted in 792 branches losing on-
line services at 16:50hrs and was
resolved at 19.20hrs. (07/03/06).
e Total VSAT network loss due to
internal malfunction of the Hughes
router at Docklands. On-line
services affected to all VSAT
branches from 09:32hrs and
restored between 09:48 and 10:45
hrs. (10/03/06).
CM then advised that branch availability
for March was 99.71%.
DH congratulated Fujitsu Services on
the branch availability figure for March
and also added that this figure had been
99.9% for two days in March. DH also
raised a concern, for awareness,
surrounding incident detail from IMT
when logging incidents with the POL
SCT. All agreed that the detail of
DH/AP
18/05/06
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incidents should flow through this
channel on an operational level and
contact between CM and DH should
then be done in an escalation capacity.
DH also congratulated Fujitsu Services
on the March Scorecard results, with
4.25 being one of the best scores
recorded. However the individual score
for Security was raised and an
understanding that actions were in place
by both parties in working together to
improve this score.
Agenda 3 — Service Improvements
Noted
AP240402
CM provided a brief update with progress
of current service improvement initiatives;
CM advised that the IMT and POL SCT
continue in working well together.
FS had also been tracking hardware
component calls made by branches with
the view of refining this work to see if
there were specific reasons for these
calls, such as hardware failure trends or
possible branch training or awareness
issues.
Priority engineer still in pilot stages with
an increase of ‘A’ priority calls. DH was
pleased with the success of this at this
stage.
Counter printer — Ink issue. CM advised
that a commercial decision would be
needed on whether this would be a full or
partial replacement.
DH advised that he would speak to Karen
Molloy to understand latest status and
proposed way forward.
DH
18/05/06
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AP240403
AP240404
AP240405
New service improvement initiatives
GW suggested that an area for
improvement would be looking at the
financial discrepancies in POL FS as a
result of closing and re-opening branches
(OBC process). GW said that the current
process needs to be reviewed.
DH asked for a proposal in light of GW’s
POL FS suggestion.
RB advised that the service descriptions
for HNG, X-service and MIS ad-hoc
requests could be presented earlier than
expected, as there were no financial
implications. Initial timescales for
changes would have been October 2008.
RB to present service descriptions for
HNG X-service and MIS ad-hoc requests.
CM suggestion two areas of possible
improvement. The first being Saturday
engineer visits and ‘B’ priority tracking
with the view of removing this and leaving
a‘A’ and ‘C’ priority level.
CM to provide POL with a proposal for
both Saturday engineer visits and ‘B’
priority tracking by the end of May.
DH advised that a text message service is
being devised within POL allowing POL
Sales and Service Managers (SAMs) to
be aware if one of their branches were off-
line (current view is that this should be a
24hr awareness approach).
Communications, highlighting current
service levels with FS, to SAMs has yet to
be finalised.
GW
RB
CM
18/05/06
18/05/06
31/05/06
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AP240406
DH to agree SAMs communication
approach prior to the text service going
live.
DH
18/05/06
Agenda 4 — Release update
Noted
Noted
AP240407
Noted
GW provided a Horizon Release Update
with completion of the following
milestones:
e $90 counter and PIN pad now
completed
e Quantum reset button fixed
e¢ 100% of Bureau branches were
enabled Bureau Plastic on 23
march — this was one week ahead
of schedule
e All S92 Data-centre activities now
complete
GW also confirmed current position for
the following:
e AP transaction on Miscellaneous
Report — One branch outstanding,
therefore treated as BAU
e Double Ampersand on S90 AP
receipts — S9OR reference data
went live 20" April
e Failure to implement Service Type
14 ISDN fallback for ADSL
connected strategic branches —
Currently under investigation
Arrange conference call regards ISDN
registry setting and the enabling of the
type 14 -i.e. as a mini-RAB, to include
Clive Read, Marc Reardon, Ann
Cruttenden and Lara Burkit (Problem
Manager).
GW closed his update by advising that
Branch network Resilience was currently
at the live proving stage.
GW
31/05/06
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AOB
AP240408
OFCOM response
CM asked if the response from OFCOM
was available in writing. The OFCOM
response outlined responsibilities within
the BT domain for their Wholesale and
Retail functions.
Obtain a written response from Ofcom in
relation to the responsibilities within the
BT domain.
APOP transactions
CM advised that nine calls had been
logged on Saturday 21% April by branches
experiencing a postal order transaction
time-out. This was an issue with the
Bootle data-centre. All transactions
pointed towards Wigan. As of Monday
morning, transactions were again being
passed successfully through Bootle and
Wigan data centres.
DH
18/05/06
Next Meeting
Thursday 18 May, Post Office Ltd, 80 Old
Street.
Agreed as a true and complete record of the meeting:
Signature:
Signature:
For Post Office Ltd.
For Fujitsu Services Ltd.
Note: Governance Forum Minutes are to be agreed as a true and complete
record either at the meeting or within 48 hours of the end of the meeting
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From 24 April 2006
(Schedule 4 paragraph 1.1.5). Alternatively, by exchange of digitally signed
emails between authorised signatories.
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