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Document Title: Reconciliation and Incident Management Joint Working Document
Document Type: Joint Working Document
Release: HNG-X and Pre HNG-X Application Roll Out Transitional Period
Abstract: Joint Working Document to support the Reconciliation Service
provided to Post Office Ltd by Fujitsu Services
Document Status: FOR APPROVAL
Author & Dept: Pooja Sujith, Fujitsu Services
Internal Distribution: Anne Chambers: Third Line Support (SSC)
Garrett Simpson: Third Line Support (SSC)
Kirsty Walmsley: Service Delivery Manager
External Distribution: Jane Smith: Post Office Ltd, POLFS & Control Manager
Sue Lincoln: Post Office Ltd, Banking & Financial Services
Jeff Hammond: Post Office Ltd, Banking & Financial Services
Janet Jones: Post Office Ltd, Method of Payments Team 1
Allison Walton: Post Office Ltd, Government Services Team
Sue Oxley: Post Office Ltd, Banking Manager
Katrina Holmes: Post Office Ltd, Banking and Financial Services
Team Leader
Chris Clarke: Post Office Ltd, Banking and Financial Services
Team Leader
Dave Hardie: Post Office Ltd, Government Services Team Leader
Julie Dart: Post Office Ltd Finance, Systems Manager
Approval Authorities:
Name Role Signature Date
Dave Hulbert Post Office Ltd: Head of
Systems Operations
Steve Denham Fujitsu Services: Head of
Service Management
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL...
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations.
0.6 Glossary..
0.7. Changes Expected.
0.8
0.9
1 INTRODUCTION...
1.1. What is Reconciliation?.
1.2. What does Reconciliation look like’
1.3. Howis Reconciliation used?.....
2
3 BANKING AND RELATED SERVICES (ONLINE SERVICES).
3.1. DRS Reports..
3.2 Report Distribu'
3.2.1 Contingency in the Event on Non delivery of reports to Post Office Ltd
3.3. Reconciliation & Incident Handling.
3.3.1 Generation of Business Incidents.
3.4 Business Incident Reporting.
3.4.1 BIM Reports...
3.4.2 BIMS for Banking and Related Services - SLT conditions.
3.5 System States & Exception Tables......
3.5.1 Banking and Related Services Exceptions explained.
3.5.2 Incomplete States.
3.5.3 Exception State:
4 AUTOMATED PAYMENT SERVICE (APS)...........000+
4.1 APS Reports.
4.144 Report Distribution
4.1.2 I APSS2133c report explained.
4.2 APS Reconciliation & Incident Han:
4.2.1 APS Business Incidents..
4.2.2 APS Business Incident Originator
4.2.3. Generation of Business Incidents.
4.3 Incident Reporting.....
4.3.1 BIM Reports / MER..
4.3.2 Reporting Timescales.
4.4 Client File Delivery...
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4.4.1 Variable File Transfer........... sees
4.4.2 — Reconciliation in the event of non delivery of the CTS to Post Office Ltd.
44.3 Clerical Reconciliation Example in the event of non delivery of CTS to Post
5 TPS RECONCILIATION
5.1. TPS Report Set...
5.2. Reconciliation and Incident Handling.
5.2.1 Incident Originators.
5.3 Incident Reporting..
5.3.1 BIM Reports / MEI
5.3.2 Clearance Criteria & Charges Applicable to MER.
5.3.3 MER Charges.
5.3.4 Report Distribution
5.3.5 Reporting Timescales.
5.3.6 Repairing Data......
5.4 Links to Problem Management.
6 BIM REPORTS.
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0.2 Document History
Version No. Date
Summary of Changes and Reason for Issue
Associated Change -
CP/PEAK/PPRR
Reference
0.4 06/03/2007 First Draft for review
NIA
1.0 20/04/2007 Issued for approval
NIA
0.3 Review Details
05/04/2006
Review Comments by
Review Comments to
Pooja Sujith & RMGADocumentManagemetn..
Mandatory Review
Post Office Ltd: POLFS & Control Manager
Jane Smith (*V0.1)
Post Office Ltd: Banking and Financial Services
Sue Lincoln (*V0.1)
Post Office Ltd: Banking and Financial Services
Jeff Hammond (*V0.1)
Post Office Ltd: Method of Payments Team 1
Janet Jones (“V0.1)
Post Office Ltd: Government Services Team
Fujitsu Services: Third Line Support
Optional Review
Allison Walton (*V0.1)
Anne Chambers
Fujitsu Services: Third Line Support
Garrett Simpson (*V0.1)
Post Office Ltd: Banking Manager
Sue Oxley
Post Office Ltd: Banking and Financial Services
Team Leader
Katrina Holmes
Post Office Ltd: Banking and Financial Services I Chris Clarke
Team Leader
Post Office Ltd: Government Services Team I Dave Hardie
Leader
Issued for Information Please restrict this
dis ution list to a minimum
Post Office Ltd: Systems Manager Julie Dart
CS Service Delivery Team Manager Liz Melrose
CS Service Delivery Manager
Kirsty Walmsley
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
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Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I Dimensions
(00 NOT REMOVE) HNG-X Document Template
SVM/SDM/SD/0020 End to End Reconciliation Reporting Dimensions
SVM/SDM/SD/0015 Reconciliation Service: Service I Dimensions
Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
APS Automated Payments Service
A&L Alliance and Leicester
BIMS. Business Incident Management Service
CAPO Card Account for the Post Office
ccD Contract Controlled Document
D&CC Debit & Credit Card
Docs Debit & Credit Card Services
DRS Data Reconciliation Service
ETS Electronic Top Up Services
ETU Electronic Top Up
FI Financial Institution
HSD IMT Horizon Service Desk Incident Management Team
LINK Link Interchange Network
MER Manual Error Report
NBS Network Banking Services (A&L, CAPO, LINK)
POA Post Office Account
POLFS Post Office Ltd Financial Systems
POLMIS. Post Office Ltd Management Information Systems
POL Finance Post Office Ltd Finance Department
ssc Service Support Centre (Fujitsu Third Line Support )
TES Transaction Enquiry Service
TPS Transaction Processing Service
0.6 Glossary
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Term Definition
Business Incident Any exception (as defined below) reported via NB102 or via the HSD
requiring investigation and the provision of corrective information to allow
Post Office Ltd to settle or reconcile. A Business Incident relates to the
‘Symptom’ and not to the root cause of the exception.
Customer Critical I A Priority Exception (see below for definition) where Fujitsu have received a
Exception DBTN, (see below for definition).
DBTN Disputed Banking Transaction Notice: Where Fujitsu has received
notification from Post Office Ltd via the Enquiry Service following a query
by the ‘End’ customer relating to the state of his / her account.
EBBT Enquiry Based Banking Transaction: Where Fujitsu has received notification
from Post Office Ltd via the HSD wishing to query a particular transaction.
Exception Types Within all reports the ‘Exceptions’ category will include:
e ‘Incomplete States’, i.e. those transactions where one or more
transaction component is missing — a C4 without a C12 etc
e Genuine exceptions where transaction components belonging to the
same high level transaction have been exceptioned, e.g.. C12 (amount)
not = to C4 (amount) etc.
e DRS corruptions
Reconciliation Service I Between 08.00hrs and 17.30hrs Monday — Friday inclusive, excluding
Day English bank holidays
On Line Services Transactions completed via the Horizon system within the Post Office
branch that require real time communication with Post Office Ltd Financial
Institutions or Clients. Currently this includes: Banking transactions (Alliance
& Leicester, Card Account for the Post Office (CAPO) & LINK), Debit &
Credit Card transactions and Electronic Top Up (ETU)transactions.
Priority Exception An exception reported within NB102 section 5 relating to system states 4 or
12 following confirmation of a corresponding C4 or D message
System Incident Any exception (as defined above) reported via NB102 or via the HSD
requiring the investigation and repair of the root cause of the exception.
0.7 Changes Expected
Possible changes following review and discussion.
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Copyright
© Copyright Fujitsu Services Limited 2006. All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services.
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1 Introduction
This document provides a high level summary of Reconciliation within the baseline Horizon solution so that it can
be understood how Reconciliation Service can best support the HNG-X transitioning and thereafter.
This document also outlines the Reconciliation incident management procedures required to investigate, report and
resolve all reconciliation incidents, which are identified via the DRS (Data Reconciliation Service) reports and also
incident raised via HSD (Horizon Service Desk).
1.1. What is Reconciliation?
End to end Reconciliation within Horizon is the mechanism by which Post Office Ltd and POA establish
which transactions are complete and correct, and which are not. An incomplete transaction is not
necessarily a Reconciliation error, but it might become one if it is not completed in a timely manner. An
incorrect transaction is a Reconciliation error.
Each and every Reconciliation error is the result of some system fault. That fault might, for example, be
a software bug (introduced through either design or coding), a system crash, or a telephone line being
dug up. Such faults may affect transactions, thus it is the job of Reconciliation Service to detect when
and how any transaction is affected by any system fault.
A reported Reconciliation error provides:
e A business impact in terms of an error report on a transaction, and
e Evidence of a system fault that may need some corrective action.
It is acknowledged that not all system faults will lead to corrective action as this is generally done on a
contractual and/or cost benefit basis.
1.2. What does Reconciliation look like?
Reconciliation is delivered as a set of printable electronic reports (typically .txt files). The content and
layout of the reports reflect the system architecture. This has been detailed in the SVM/SDM/SD/0020:
End to End Reconciliation Reporting document.
1.3. Howis Reconciliation used?
Recon
jation is used by Post Office Ltd:
e To provide Financial and Business Reconciliation at transaction level, i.e. to prove that each
transaction is complete and correct and to report any transaction that is either not complete or
not correct. Whilst zero value transactions might not affect settlement or accounts, excessive
numbers can represent lost business. In addition, some APS transactions are zero value, but
they must still be passed through to the end client, e.g. Card Account transactions, some DVLA
transactions.
e To prove the accounts are correct and to enable individual transactions to be identified that are
causing discrepancies in or incompleteness of the accounts.
e For settlement with Clients either by providing information to contribute towards the invoice or
payment generation.
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Reconciliation is used by Reconciliation Service:
e For system diagnostics (fault finding) and to prove system integrity. Normally, all transactions
are of interest including those with zero value. Zero value on-line transactions often indicate
some ‘network’ issue that caused the transaction to time out at the Counter. While it may be
acceptable for there to be a background level of these, they must be monitored so that
corrective action can take place if the volumes become excessive.
e For explaining to Post Office Ltd why transactions are incomplete or incorrect and to provide
evidence to support statements made;
e To prove that corrective action is effective.
Typically, Reconciliation reports fulfil the purposes of both Post Office Ltd and Royal Mail Group Account
without the need for separate reporting for each organisation.
2 Scope
This document is intended to supplement the CCD SVM/SDM/SD/0020 - End to End Reconciliation Reporting
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Banking and Related Services (Online Services)
The Banking and Related Services Reconciliation Report Set or the DRS Report set are used by Post
Office Ltd for Reconciliation and settlement with Clients and by Reconciliation Service as input to error
resolution and as evidence when advising POL of the true state of transactions.
Five different report sets are produced for transactions categorised below for the different Clients:
Network Banking transactions for Clients:
Alliance & Leicester,
Card Account for Post Office (CAPO),
LINK
Electronic Top Ups transactions for Client EPAY
Debit & Credit Card (D&CC) transactions for Client Streamline
3.1
DRS Reports
The DRS is the Data Reconciliation Service for NBS, DCS and ETS. It is an implementation of a state
table based on five input flows, [C12], [C112], [S], [C4], and [D]. It also has a [C2] output flow that is
generated from the [C12] input flow.
.
[C12] flow comes direct from the Counter
[C112] flow comes from the Counter via TPS
[S] flow is optional and is used by DCS only to reflect the extended [C2] feed to Streamline to
enable Post Office Ltd to view a preliminary settlement position
[C4] flow reflects the bank view of the transaction, and the
[D] flow represents an error form of the [C4] flow when it can be determined that a transaction is
inconsistent from the bank point of view.
The diagram below ‘Reconciliation in Horizon’ gives the overview of the following data flows:
[R] Request message, [A] Authorisation message, [CO] Confirmation for 0 Value and [E]
Reversal that form the RACE that is captured by the NPS (NBX Persistent Store).
REC (Reconciliation file) to A&L, CAPO.
LREC (Link Reconciliation file) from LINK,
DTF (Daily Transaction Feed) from EPAY,
Payment file to Streamline which contains [S],
EMIS (Electronic Management Information Service) from Streamline
APS Client transaction files to Clients
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Fis
aL, CAPO Tink pay Sireamine II [ Pos Chents
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rec
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If any of the transaction data flows are unavailable, this results in the creation of an ‘Exception State’ as
defined in Section 3.5 of this document.
In addition, a transaction may well receive the full set of transaction sub components described above
however one or more of these sub components may be for a differing or corrupt value when compared to
the others. In such cases, an “ERROR STATE” will be created as defined in Section 3.5 of this
document.
The reports produced are:
* NBOOO DRS Summary Report. This is a single daily report covering NBS, DCS, and ETS. It lists
all reports produced and identifies those not produced as there is no data with which to populate
them.
e NB101 Network Banking Settlement Statement. This is a separate daily report for each Client. It
is the baseline used for Client settlement subject to corrections based on the error reports.
Essentially, it reports the [C4] position.
« NB102 section 1 All Uncleared Confirmed, Unconfirmed & Post Office Ltd FS exceptions. This is
a separate daily report for each Client. It is an error report used to correct the settlement figure.
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e NB102 section 2 Uncleared Exception Client Transactions. This is a separate daily report for
each Client. It is an error report used to correct the settlement figure.
e NB102 section 3 Uncleared corruptions. This is a separate daily report for each client. It is an
error report used to correct the settlement figure.
e NB102 section 4 Uncleared Timing Differences. This is a separate daily report for each Client. It
is an error report used to correct the settlement figure.
« NB102 section 5 Uncleared Confirmed, Unconfirmed & Post Office Ltd FS exceptions >24 hours.
This is a separate daily report for each Client. It is an error report used to correct the settlement
figure. Transactions do not appear on it unless they have not changed state for more than 24
hours (i.e. there is no transaction progression). In addition, where the only fault is a missing
[C112] and the Branch not harvested flag is set, then the transaction is inhibited from appearing
on this report.
e NB102 section 6 Uncleared Future Dated Transactions by Client. This is a separate daily report
for each of NBS and DCS (ETS is treated as though it is a Client within NBS). It is used to report
summaries of transactions that are ‘future dated’ and therefore do not fall into the normal scope
of Reconciliation until a future Reconciliation overnight. Future Dated refers to the Reconciliation
date, not the date on which the transaction took place.
e NB102 section 7 All Cleared Confirmed, Unconfirmed & Post Office Ltd FS exceptions. This is a
separate daily report for each Client. It is used to demonstrate that errors were ‘cleared’ from the
DRS correctly.
« NB102 section 8 Cleared Exception Client Transactions. This is a separate daily report for each
Client. It is used to demonstrate that errors were ‘cleared’ from the DRS correctly.
« NB102 section 9 Cleared corruptions. This is a separate daily report for each Client. It is used
to demonstrate that errors were ‘cleared’ from the DRS correctly.
e NB102 section 10 Cleared Timing Differences. This is a separate daily report for each Client. It
is used to demonstrate that errors were ‘cleared’ from the DRS correctly.
e NB102 section 11 Cleared Confirmed, Unconfirmed & Post Office Ltd FS exceptions >24 hours.
This is a separate daily report for each Client. It is used to demonstrate that errors were ‘cleared’
from the DRS correctly.
« NB102 section 12 Cleared Future Dated Transactions by Client. This is a separate daily report
for each of NBS and DCS (ETS here is treated as though it is a Client within NBS). It is used to
report summaries of transactions that were future dated but are now entered in to the main
Reconciliation stream.
The report definitions are common to all applications although differences of the RAC model mean that
for each of NBS, DCS and ETS the interpretation of the reports for each application must vary
significantly.
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3.2. Report Distribution
Reconciliation reports will be delivered to Server ‘ng171tdapp35' in Post Office Ltd in accordance with
the following Service Level Targets:
Delivery of reconciliation & settlement report (Normal) By 08.05hrs day B
Delivery of reconciliation & settlement report (where DRS I By 10.05hrs day B
failure in overnight batch window)
Delivery of reconciliation & settlement report (where there is I By 12.00hrs day B
system failure that is not DRS or TES)
Delivery of reconciliation & settlement report (where there is I By 18.00hrs day B
DRS or TES failure)
Enrichment with LREC data
LREC received Added to reconciliation &
settlement report
LREC received by 23.59.59hrs day A By 08.05hrs day B
LREC received by 01.59.59hrs day B By 08.05hrs day B
LREC received between 02.00hrs and 22.00hrs day B By 08.05hrs day C
All reports will be produced as ASCII text files - one for each report. The report layout will be fixed
format with space characters providing the blank space. This will allow for ‘Excel’ input, using fixed field
width facilities. Any formatting, (lines and shading) will not be included within the file.
3.2.1 Contingency in the Event on Non delivery of reports to Post
Office Ltd
If Fujitsu Services is unable to deliver any or all reports to the Post Office Ltd. / POLFS gateway by
08.00hrs the day following the run date of the report, Fujitsu Reconciliation Service will liaise with POL
Finance to arrange an e-mail transmission via the Fujitsu corporate account. Fujitsu Reconciliation
Service will operate this contingency under ‘reasonable endeavours’ and will aim to have the reports with
POL Finance by 09.00hrs in contingency. However this timescale may not be achievable if processing
problems have also delayed receipt of the reports into the DRS workstation.
NB: Should the Fujitsu corporate e-mail service unavailable, Fujitsu Reconciliation
Service will liaise with POL Finance and agree facsimile of reports NB101 and NB102
section 1 and 2.
Any distribution list for these reports is considered by both Fujitsu and Post Office Ltd to be of a dynamic
nature and therefore specific addressees are not covered within this document
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3.3. Reconciliation & Incident Handling
Reconciliation Service shall study and monitor the DRS reports and report on any Banking and Related
Services transaction states which are:
e intrinsically anomalous, in that their occurrence implies malfunction in End to End On Line
Services; or
* anomalous in that an expected state has persisted for an unexpected duration (e.g. where C1
Confirmations are received from the Confirmation Agent and C4 Confirmations are received
from Alliance and Leicester, LINK CAPO, D&CC and ETU but the Confirmation from the TPS
Host has not been received after an abnormal delay),
Exceptions reported within the DRS Report Set will be applicable to:
e Communication difficulties between the Post Office branch and the Campus, Agents,
Correspondence servers, etc.
e Errors within the DRS (with corresponding errors returned via the TES)
e Corruption’s within the DRS
3.3.1 Generation of Business Incidents
It is envisaged that Business Incidents will only be generated by the following groups within Fujitsu and
Post Office Ltd.
e Fujitsu Reconciliation Service for all exceptions reported via the DRS report set.
e POL Finance for any ‘Enquiry Based Banking Transactions’ (EBBT) or ‘Disputed Transaction
Notice’ (DBTN) discovered by Post Office Ltd. that has not been reported by Fujitsu
Reconciliation Service via the DRS report set
e Fujitsu Third Line Support (SSC) for any system fault or database adjustment which is
considered by Fujitsu to have a reconciliation or settlement implication within Post Office
Ltd. in respect of banking and related transactions.
3.3.1.1. Business Incident raised by Reconciliation Service
Reconciliation Service will raise an appropriate Business Incident when needed via the BIMS database
for all exceptions that require reconciliation reported on the NB102 Section 2, 3, 4 and 5 of the DRS
report set.
3.3.1.2 EBBT incidents raised by POL Finance via HSD
It is important that POL Finance supply sufficient information to the HSD when generating a Business
Incident in respect of an EBBT to ensure the timescales for the resolution of Business Incidents referred
to in section 3.4.2 can be achieved. Achievement of such timescales is dependent upon the following
information being provided by POL Finance when generating a Business Incident via the HSD:
1. Avvalid ‘PATH’ code must be quoted, e.g. ‘PATH040’ etc.
2. Prefix all narrative with ‘This is a Business Incident for Reconciliation Service, PLEASE
ROUTE THIS CALL TO EDSC’ The following transaction detail:
¢ Branch code
e Horizon Transaction Identifier
¢ Value of transaction
« Date of transaction
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NB: Where Post POL Finance raise a business incident for an EBBT Business which may require a large
amount of supporting information, summary detail only may be given to the HSD and the additional
information may be sent via e-mail to Fujitsu Reconciliation Service.
Subject to agreement by the parties to the contrary, Post Office branch calls to the HSD will not generate
Business Incidents. However calls from Post Office branches will be monitored and if it is considered
necessary by Fujitsu, difficulties reported to the HSD will be elevated to Business Incident status.
3.3.1.3. DBTN incidents raised by POL Finance via HSD
This facility is to support requirements in respect of Disputed Banking Transaction Notice (DBTN) where
Post Office Ltd. has received notification via either the Post Office branch or the Network Business
Support Centre (NBSC). POL Finance will contact Reconciliation Service directly by telephone,
requesting urgent investigation within the timescales quoted in section 3.4.2
Achievement of such timescales is dependent upon the following information being provided by POL
Finance when generating a DBTN enquiry via the Enquiry Service:
1. The following transaction detail:
e Client Account Number (the PAN)
« Branch code
« Horizon Transaction Identifier
¢ Value of transaction
¢ Date of transaction
NB: If incorrect or insufficient information is provided by POL Finance to allow resolution of the DBTN
enquiry, no further action will take place until new information is supplied and the enquiry will not be
monitored in accordance with the timescales referred to in section 3.4.2.
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3.4 Business Incident Reporting
3.4.1. BIM Reports
The Business Incident Management System (BIMS) has been designed to report the progress to
resolution of a Business Incident to allow Post Office Ltd. to complete an accurate reconciliation or
settlement with their clients. For ease of identification and association, BIM report references will mimic
the Fujitsu fault logging (PEAK) reference. In all cases each BIM report will have a unique identifier.
3.4.1.1. Format & content of BIM report
ABIM report will be issued for each Business Incident generated. BIM reports are designed to notify POL
Finance of the detail required to assist in the reconciliation or settlement process within Post Office Ltd.
domain. BIM reports communicate information concerning the resolution of the symptom of an
underlying cause, not the cause itself. BIM reports will not advise any detail as to the underlying ‘Cause’
of the problem if this is a result of a software error etc. This information is supplied via the Problem
Management route (if escalated to this level).
Where a System Incident is generated to eradicate the cause of a particular problem and there is one or
more associated Business and Related Services Business Incidents, cross-references will be supplied on
the Business and Related Services Business Incident BIM report / MER and via the Problem
Management process to allow tracking of the System Incident.
3.4.1.2 BIM Report Distribution
Reconciliation Service will distribute BIM reports to POL Finance, using the Fujitsu corporate e-mail
network. In the event that this facility is temporarily unavailable, reports will be distributed via mutually
agreed methods (CD/Floppy etc).
BIM reports distributed in accordance with this section will be deemed to have been issued to POL
Finance at the time of transmission by mail.
Examples of BIM reports are shown in Section 6
3.4.1.3 Clearance Criteria
Reconciliation Service anticipates that it will provide information concerning On Line Services Business
Incidents to POL Finance on a ‘drip feed’ basis, by issuing updated versions of the initial BIM report /
MER.
e A BIM report is ‘Cleared’ when Reconciliation Service has provided the necessary
reconciliation / settlement information.
e Additionally, the exception is cleared from the appropriate section of NB102 after necessary
F99 authorisation has been obtained from POL.
POL Finance will advise via spreadsheet on a monthly basis of any payments it considers are payable to
Post Office Ltd (as compensation for Post Office Ltd. costs in dealing with MER). For the avoidance of
doubt, NO charges are payable in respect of MER issued for On Line Services incidents not
affecting the POLFS transaction stream.
If the parties disagree whether the POLFS transaction stream has been affected or not, or consequential
loss has been incurred by Post Office Ltd and after discussion no agreement can be reached the specific
incidents will then be escalated via a ‘Case Law Referral’ form, to the Commercial Forum for a final
decision to be made.
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3.4.2 BIMS for Banking and Related Services - SLT conditions
Reconciliation Service will raise an initial BIM report relating to a new Business Incident, on the same
working day as the Business Incident is generated via the HSD or the Enquiry Service, or in any event
on the morning of the next working day. This will be made available in accordance with Section 3.4.1.1
to POL Finance. This initial, incomplete, BIM report will serve to notify POL Finance that a Business
Incident has occurred and that the completed BIM report will be provided to POL Finance within the
agreed timescales below.
In the event of the DRS Report Set not being available to Fujitsu Reconciliation Service in time to
enable any exceptions to be notified within this timescale, Fujitsu Reconciliation Service will contact the
POL Finance to agree a temporary extension to the timescale.
All enquiries and transaction searches within 90 days of the original transaction date will be carried out
by Reconciliation Service via the DRS/Transaction Enquiry Services (TES) Workstation(s). Enquiries
and transaction searches where the original transaction date is in excess of 90 days will be carried out by
Reconciliation Service using the Audit Archive via the Fujitsu POA security team. _
Reconciliation Service will ensure the final cleared BIM report, in accordance with the following
timescales:
1. For DBTN enquiries where the transaction date is within 90 days of the date the
transaction is disputed by the end customer and raised by POL via the HSD in
accordance with Section 3.3.1.3 :
95% must be resolved within <= 8 hours of notification based upon all DBTN
enquiries (Customer Critical Exceptions) received within the quarterly reporting
period
The following conditions apply to DBTN enquiries:
The calculation of the time to resolution within the above SLT will only commence from
either the receipt of the C4 or D transaction component within the DRS, or the reporting of a
Priority Exception, (which becomes a ‘Customer Critical Exception by way of the associated
DBTN), within NB102 section 5 of the DRS report set.
2. For any DBTN enquiries where the transaction date is in excess of 90 days of the date
the transaction is disputed by the end customer and raised by POL via the HSD in
accordance with section 3.3.1.3:
e All attempts will be made to resolve this within 5 Reconciliation Service days of
notification, but if there is a delay in obtaining evidence from the Security team,
SLA will be suspended after agreement with POL.
3. For any ‘Priority’ exception relating to incomplete states 4 or 12 reported within NB102
section 5 and raised by Fujitsu Reconciliation Service in accordance with section 3.3.1.1:
95% must be resolved within <= 8 hours commencing at 08.00hrs on the SECOND
Reconciliation Service day following receipt by the DRS of the exception, based upon
all Priority exceptions received within the quarterly reporting period.
4. For all non ‘Customer Critical’ exceptions reported within NB102 sections 2 — 5 and raised
via the HSD by Fujitsu Reconciliation Service in accordance with section 3.3.1.1:
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* They must be resolved within 5 Reconciliation Service days of notification via
NB102 sections 2 -5.
5. For EBBT Business and Related Services reconciliation errors raised by POL via the HSD in
accordance with section 3.3.1.2 :
e All attempts will be made to resolve this within 5 Reconciliation Service days
from the date they were reported to the HSD, but if there is a delay in obtaining
evidence from the Security team, SLA will be suspended after agreement with
POL..
NB: All time is calculated using the Reconciliation Service day (08.00 to 17.30) and Monday to
Friday inclusive, excluding English bank holidays.
3.4.1.1. SLT Exclusion / Suspension Criteria
e Where an exception has been generated due to factors outside of Fujitsu control, e.g. where
a Post Office branch has failed to communicate due to fire, flooding or other agreed
‘Enforced Closure’ conditions, the exception will be removed from the BIM SLT calculation in
agreement with Post Office Ltd and resolved using ‘Reasonable Endeavours’.
e Where an exception necessitates the retrieval of information from, or access to, a Post
Office branch to enable successful resolution and this is not available. The period whilst
Fujitsu waits, having requested that information or access be provided, shall not count
towards the time for resolution of that exception.
Post Office Ltd. will be informed via the BIM report applicable to the exception being investigated that
SLT suspension is being invoked in respect of the above.
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COMMERCIAL IN CONFIDENCE
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3.5 System States & Exception Tables
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3.5.1. Banking and Related Services Exceptions explained
Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
All On Line Services State 1 Transient State — None envisaged No Action No Action
All On Line Services State 2 Transient State — due to branch non polling N No Action No Action
All On Line Services State 3 Final State — not on exception report N No Action No Action
All On Line Services State 4 Banking (Alliance & Leicester, CAPO & N Banking & ETU: If branch appears I No Action
LINK) & ETU: Potential for incorrect on the Non Polling report, wait for
settlement with FI and /or incorrect adjustment comms to be re-established then
of End Customer Account. exception will be cleared. If exception
still appears once polling commences
— see action below.
Debit & Credit Card: Exceptions will always 7 : 7 =
be cleared upon receipt of Refund instruction Y Banking tere pone does not Adiust settlement ne “a
from POL Finance. Exception will not be (Banking appear on the Non Foulng report, structions 0 F! to adjust
« . ‘ issue BIM report detailing as far as Customer Account if required
investigated and ultimately cleared from the A 8hr ible how far the transaction
reports by F99 action Priority) I eee resced via the Horizon cou
progressed via the Horizon counter —
(ETUB_ I confirm whether Fujitsu
Priority 5 I Reconciliation Service believe
day) payment was made or accepted by
End Customer. F99 exception to clear
from reports
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Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
All On Line Services State 5 Transient State — None envisaged N No Action No Action
All On Line Services State 6 If D&CC potential for transaction to have Y(A Issue BIM report with PAN details of I Adjust settlement with FI with
settled but no debit to end Customer account. Priority) I the transaction so that POL are able instructions to FI to adjust End
Value is only “ring fenced” by FI for three to provide the same to Streamline for I Customer Account if required
days. processing the incomplete
transaction.
All On Line Services State 7 Transient State — None envisaged N No Action No Action
Debit & Credit Card State 8 Transient State — None envisaged N No Action No Action
Debit & Credit Card State 9 Transient State — None envisaged N No Action No Action
Debit & Credit Card State 10 Transient State — None envisaged N No Action No Action
Debit & Credit Card State 11 Streamline do not send Confirmation back until No Action No Action
after internal checks are complete. This will
then change the state to E39.
All On Line Services State 12, 13 & I Potential for incorrect settlement with FI and N Issue final BIM report when State Adjust settlement with FI with
14 /or incorrect adjustment of End Customer progresses to State 15 or exception instructions to FI to adjust End
Account. remains at State 12, 13, or 14. F99 to I Customer Account if required
“D" exception type signifies that the FI is aware clear from reports
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of the error.
Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
All On Line Services State 15 Final State with a “D” signifying that the Flis I N Issue final BIM report. F99 to clear Adjust settlement with FI with
aware of the error from reports instructions to FI to adjust End
Customer Account if required
Debit & Credit Card State 16 None envisaged N No Action. No Action
Debit & Credit Card State 17 None envisaged N No Action No Action.
Debit & Credit Card State 18 Transient State — due to branch non polling N No Action. No Action
Debit & Credit Card State 19 Final State — not on exception report N No Action No Action
Debit & Credit Card State 20 None envisaged N No Action No Action
Debit & Credit Card State 21 None envisaged N No Action No Action
Debit & Credit Card State 22 None envisaged N No Action No Action
Debit & Credit Card I State 23 Final State — will appear on exception report. D I N Final BIM report issued. F99 to clear _I Adjust settlement with FI with
state implying FI is aware of error from reports instructions to FI to adjust End
Customer Account if required
All On Line Services E01 Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
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from the same transaction component.
Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
All On Line Services E02 Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
from the same transaction component
All On Line Services E03 & E04 Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement possible how far the transaction instructions to FI to adjust End
adjustment with FI and / or End Customer progressed via the Horizon counter— I Customer Account if required
Account confirm whether Fujitsu
Reconciliation Service believe
payment or deposit was duplicated
and whether or not End Customer
Account has been affected. F99 to
clear from reports
Debit & Credit Card E05, E06, E07 I Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement possible how far the transaction instructions to FI to adjust End
adjustment with FI and / or End Customer progressed via the Horizon counter— I Customer Account if required
Account confirm whether Fujitsu
Reconciliation Service believe
payment was duplicated and whether
or not End Customer Account has
been affected. F99 n to clear from
reports
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Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
All On Line Services E08 & E09 Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement possible how far the transaction instructions to FI to adjust End
adjustment with FI and / or End Customer progressed via the Horizon counter— I Customer Account if required
Account confirm whether Fujitsu
Reconciliation Service believe
payment or deposit was duplicated
and whether or not End Customer
Account has been affected. F99 n to
clear from reports
All On Line Services E10 Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
from the same transaction component
All On Line Services Ell Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
from the same transaction component
All On Line Services I E12 & E13 Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement
adjustment with FI and / or End Customer
Account
NB: A large number of ZERO value E12
exceptions appear daily for EPAY which are
automatically sent to F99 with no further
action.
possible how far the transaction
progressed via the Horizon counter —
confirm whether Fujitsu
Reconciliation Service believe
payment or deposit was duplicated
and whether or not End Customer:
Account has been affected. F99 to
clear from reports
instructions to FI to adjust End
Customer Account if required
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Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
Debit & Credit Card El4 Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement possible how far the transaction instructions to FI to adjust End
adjustment with FI and / or End Customer progressed via the Horizon counter— I Customer Account if required
Account confirm whether Fujitsu
Reconciliation Service believe
payment or deposit was duplicated
and whether or not End Customer
Account has been affected. F99 n to
clear from reports
NOT USED E15, E16,
E17, E18, E19
All On Line Services E20 Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
from the same transaction component
All On Line Services I E21 Potential settlement error with FI: Yifnot I Reconciliation Service issue interim Adjust settlement with FI with
Possible failure to send reversal to either resolved I BIM Report. If resolved via DRS, instructions to FI to adjust End
Alliance & Leicester, CAPO, LINK and Debit via DRS_I Final BIM Report issued. Customer Account if required
& Credit Card; or If not resolved via DRS, confirm via
anes . - BIM what happened at the Horizon
Transaction timeout after 50 minutes in counter and whether Fujitsu
eration (0 Reconciliation Service believe there
are settlement implications with the
FI and / or End Customer Account
Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
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Type
To SSC? Reconciliation Service / BIM
Report
Debit & Credit Card E22 Potential settlement error with FI Y if not Reconciliation Service issue interim Adjust settlement with FI with
resolved I BIM Report. If resolved via DRS, instructions to FI to adjust End
via DRS_I Final BIM Report issued. If not Customer Account if required
resolved via DRS, confirm via BIM
what happened at the Horizon
counter and whether Fujitsu
Reconciliation Service believe there
are settlement implications with the
Fl and / or End Customer Account
All On Line Services E23 Potential settlement error with FI: Yifnot I Fujitsu Reconciliation Service issue Adjust settlement with FI with
Possible failure to send reversal to either resolved I interim BIM Report. If resolved via instructions to FI to adjust End
Alliance & Leicester, CAPO, LINK and Debit via DRS_I DRS, Final BIM Report issued. Customer Account if required
& Credit Card; or If not resolved via DRS, confirm via
Where a reversal transaction has not reached BIM what happened at the Horizon
: ‘ counter and whether Fujitsu
the agent within 50 minutes in relation to Reconciliation Service believe there
EPAY, this is not forwarded to EPAY nett i"
are settlement implications with the
NB: If discrepancy type ” 3”, no action. FI and / or End Customer Account
Debit & Credit Card E24 Potential settlement error with FI Y Reconciliation Service issue interim Adjust settlement with FI with
BIM Report. If resolved via DRS,
Final BIM Report issued.
If not resolved via DRS, confirm via
BIM what happened at the Horizon
counter and whether Fujitsu
Reconciliation Service believe there
are settlement implications with the
Fl and / or End Customer Account
instructions to FI to adjust End
Customer Account if required
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Service Exception Post Office Ltd Implications Fujitsu Reconciliation Service Action Post Office Ltd Action
Type
To SSC? Reconciliation Service / BIM
Report
All On Line Services I E25 & E26 Potential settlement error with FI: Yifnot I Fujitsu Reconciliation Service issue Adjust settlement with FI with
Possible failure to send reversal to either resolved I interim BIM Report. If resolved via instructions to FI to adjust End
Alliance & Leicester, CAPO, LINK and Debit via DRS_I DRS, Final BIM Report issued. Customer Account if required
Card; or
Transaction timeout afier 10 minutes in
relation to ETU
All On Line Services E27 & E28 Assumed C112 and / or C12 exception has no Y No Action No Action
reconciliation implication as they are derived
from the same transaction component
All On Line Services E29 & E30 Possibility of a duplicate transaction having Y Issue BIM report detailing as far as Adjust settlement with FI with
been created which may require settlement possible how far the transaction instructions to FI to adjust End
adjustment with FI and / or End Customer progressed via the Horizon counter— I Customer Account if required
Account confirm whether Fujitsu
Reconciliation Service believe
payment or deposit was duplicated
and whether or not End Customer
Account has been affected. F99
exception to clear from reports
All On Line Services E39 No action required N F99 from report, if all elements No Action
match
All On Line Services I F99 Will not appear on report. N This transaction state implies that the I No Action
transaction had a Reconciliation error
that has been cleared by manual
procedures
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3.5.2
Incomplete States
This table identifies the NB102 series report section where incomplete and discrepancy States are
reported in detail.
Incomplete I Transaction Components Exception report
State NB102 Section
C112 C12 C4 s D Uncleared I Cleared
1 V 1&5 7T&ll
2 V v 1&5 7T&ll
4 v 1&5 7&ll
5 V 1&5 7&ll
6 Vv Vv 1&5 T&1l
7 V V 1&5 T&M
8 V 1&5 7T& 11
9 V V 1&5 T& 11
10 y V 1&5 7&1
u v Vv Vv 1&5 T&M
12 V 2 8
B V V 2 8
14 V V 2 8
15 V Vv v 2 8
16 ThenV_ I V 1&5 T&M
17 V Thenv I[V 1&5 7&1
18 V ThenV [Vv 1&5 7T&11
20 v Then¥ I 2 8
21 V V Then V_I 2 8
22 Vv Vv ThenV I 2 8
23 V V V ThenV [2 8
Shaded lines represent System States refer to D&CC exception states only.
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3.1.3
Exception States
This table identifies the NB102 series report section where an exception is reported in detail.
Exception Description Exception report NB102
State Section
Uncleared Cleared
EOL Additional C112 1&5 7&ll
E02 Additional C12 1&5 7T&ll
E03 Additional D 2 8
E04 Additional C4 1&5 7&1
E05 Additional S 1&5 7&1
E06 S afier C4 1&5 7T&ll
E07 S after D 2 8
E08 C4 after D 2 8
E09 Dafter C4 2 8
E10 C112 after final state 1&5 7&ll
Ell C12 after final state 1&5 7T&ll
E12 C4 after final state 1&5 7&l
E13 D afer final state 2 8
El4 S after final state 1&5 T&M
E15 Not Used
E16 Not Used
El7 Not Used
E18 Not Used
Ag: Not Used
E20 Amount of C112#C12 1&5 7&l
E21 Amount of C112#C4 1&5 7T&ll
E22 Amount of C112#S & C112#0 1&5 7T&il
E23 Amount of C12#C4 1&5 7&1
E24 Amount of C12#S & C12#0. 1&5 7&ll
E25 Amount of C112#D 2 8
E26 Amount of C124#D 2 8
E27 Incomplete/corrupt C112 3 9
E28 Incomplete/corrupt C12 3 9
E29 Incomplete/corrupt C4 3 9
E30. Incomplete/corrupt D 3 9
E31 Incomplete/corrupt S s) 9
E32 Amount of C4#S & C4#0 1&5 7T&il
E33 Amount of D#S 2. 8
E34 C112 arrived after state F99 1&5 7T&ll
E35 C12 arrived after state F99 1&5 T&L
E36 C4 arrived after state F99 1&5 T&L
E37 D arrived after state F99 2 8
E38 S arrived after state F99 1&5 7T&ll
E39 Settlement Date # Reconciliation Date 4 10
Shaded lines represent System States refer to D&CC exception states only.
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4 Automated Payment Service (APS)
The APS Report Set produced by Fujitsu central systems and the End-to-End APS reconciliation have
been designed to enable APS transactions completed in Post Office branches to be reconciled to the
transaction stream received by Post Office Ltd, via Post Office Ltd Financial Systems (POLFS) to
enable settlement to be made with Post Office Clients. This also applies to transactions of ZERO value,
while these transactions do not affect financial reconciliation they will be reported in cases where they
were not properly transferred to the Automated Payment (AP) Clients or POLFS.
For the avoidance of doubt, there is no formal reconciliation produced between the POLFS and POLMIS
transaction stream. The POLMIS stream should therefore not be used to verify financial integrity and
Post Office Ltd should ensure the TPS report set and POLFS transaction stream are used for this
purpose
4.1 APS Reports
The following reports are sent daily to POL Finance:
1. APSS2133 - The APS Daily Account Balancing Report
2. APSS2133b - The APS Client Summary Report
3. APSS2133c - The APS Delayed Transaction Report (See Section 4.1.2 )
4. APSS2136 - The Daily TPS / APS Transaction Reconciliation Summary Report
5. APSS2139 - The Daily APS Office Harvesting Report
4.1.1. Report Distribution
As governed by E Mail availability, Reconciliation Service will ensure all reports are made available to
POL Finance by 08.00hrs daily, on a Monday to Friday basis only. For example, on a Monday or the day
after a bank holiday, reports will be delivered for all days having occurred since the delivery of the last
set of reports.
Reports are initially sent to POL Finance using the Fujitsu corporate account. If the Fujitsu mail is not
available fall back measures will be made, i.e. floppy disk hand delivered to the Post Office Ltd member
within POL RDT (Ref Data Team) located on the 4" floor at the Fujitsu site at Bracknell.
NB: Due to the size of these reports, e.g. APSS2133b is often in excess of 100 pages, Fujitsu is unable
to resort to facsimile transmission should the corporate e mail service of either organisation be
unavailable except in situations where any failure is deemed to be long term. In such cases, the
Reconciliation Service will liaise with POL Finance to agree a contingency distribution.
The distribution list is considered by both Fujitsu and Post Office Ltd to be of a dynamic nature and
therefore specific addressees are not covered within this document.
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4.1.2 APSS2133c report explained
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APS Delayed Transactions Report
Processing Date: 15/06/2005 Report
Date: 15/06/2005
Report
Time: 22:02:33
Transaction Date Transaction Details value (£) Error Message
3
E> QUANTUM 2413 Siemens Metering Ltd 1915045 16:36:25 CA1005453483657 02 H 3.00
Clearing Agent nt Account & Name Client code Item (pro: ct)
SO Ae
QUANTUM 2413 Siemens Metering Ltd 3333 3206
FAD (ignore last digit) Time of transaction Various stuff about receipt numbers APSSEQ, in this case is 020710, counter=2
O rransaction type? 3 ~ O Onmount three pounds
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4.2 APS Reconciliation & Incident Handling
4.2.1 APS Business Incidents
4.2.1.1 Reconciliation Errors within APSS2133 report
Reconciliation errors within the APS Daily Account Balancing Report should be minimal and, if they do
occur, will be applicable to:
° — Software errors
« Unidentified differences classed as ‘Reconciliation Errors’ within APSS2133.
4.2.1.2 Delayed Transactions on APSS2133c Report
Where transactions have been harvested by the APS harvester and have failed to be delivered to Post
Office Clients, they are referred to as Delayed Transactions.
In normal circumstances, these transactions will be input by Fujitsu SSC into the APS data file via the
APS secure workstation and will be received by Post Office Client, 24 hours later subject to the client's
delivery agreement. There may be occasions when transactions cannot be sent via the data file process
and have to be delivered to ‘Manual’. In such cases, full detail of the transaction is supplied via the BIM
report / Manual Error Report (MER) route which are NOT chargeable.
4.2.2. APS Business Incident Originators
It is envisaged that APS Business Incidents will only be generated by the following groups within Fujitsu
and Post Office Ltd:
e Fujitsu for errors reported via the APS report set & End-to-End APS reconciliation
e POL Finance or POL RDT for any other reconciliation or settlement error discovered by POL
Finance that has not been reported by Fujitsu Services
e Fujitsu SSC for any system fault or data ‘surgery’ which is considered by Fujitsu to have a
reconciliation or settlement implication within Post Office Ltd.
Subject to agreement by the parties to the contrary, Post Office branch raised calls to the Horizon
Service Desk (HSD) will not generate APS Business Incidents. However calls from Post Office branches
will be monitored and if it is considered necessary by Fujitsu difficulties reported to the HSD will be
elevated to APS Business Incident status.
4.2.3 Generation of Business Incidents
In line with the generic incident management policy agreed between Fujitsu and Post Office Ltd, APS
Business Incidents will only be recognised as such if generated by Fujitsu or Post Office Ltd as
appropriate, via the HSD. This ensures that the APS Business Incident is properly logged, enabling
Fujitsu to ensure that corrective information can be supplied and any underlying system fault can be
rectified.
It is important that POL Finance supply sufficient information to the HSD when generating an APS
Business Incident to ensure the timescales for the resolution of APS Business Incidents referred to in
section 5.4 can be achieved. Achievement of such timescales is dependent upon the following
information being provided by POL Finance when generating an APS Business Incident via the HSD:
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e A valid ‘PATH’ code must be quoted, e.g. ‘PATH040' etc.
e Prefix all narrative with ‘This is a Business Incident for Reconciliation Service,
PLEASE ROUTE THIS CALL TO EDSC’
e Relevant details like the Branch code, date of the transaction, APS sequence number etc.
should also be supplied.
NB: Where POL Finance raises an APS Business Incident which may require a large amount of
supporting information, summary detail only may be given to the HSD and the additional information
sent via e-mail to Fujitsu . (A current contact list will be made available to POL Finance).
4.3 Incident Reporting
4.3.1. BIM Reports / MER
BIMS has been designed to report the progress to resolution of an APS Business Incident to allow POL
Finance to complete an accurate reconciliation (within POLFS) or settlement with their clients.
ABIM report will be issued for each APS Business Incident generated via the HSD. As part of that BIM
report, Fujitsu will issue a MER for each error associated with the relevant APS Business Incident where
it is necessary to do so to advising POL Finance of the transaction detail required to enable
reconciliation or settlement to take place.
BIM reports / MER are designed to notify POL Finance of the detail required to assist in the
reconciliation or settlement process within POLFS. They communicate information concerning the
resolution of the symptom of an underlying cause, not the cause itself. BIM reports / MER will not advise
any detail as to the underlying ‘Cause’ of the problem if this is a result of a software error etc. This
information is supplied via the Problem Management process. Where a Problem incident is generated
to eradicate the cause of a particular problem, and there is one or more associated APS Business
Incidents, cross-references will be supplied on the APS Business Incident BIM report / MER to allow
tracking of the System Incident.
MER which are raised for “lost” AP transactions which cannot be delivered to the AP Client will only be
chargeable on the basis of the transaction face value if it can be proven that:
« the End Customer has settled for that transaction,
e Fujitsu cannot provide the transaction detail; and
e the Post Office Client confirms non receipt.
4.3.1.1 Clearance Criteria
Reconciliation Service anticipates that it will provide information concerning APS Business Incidents to
POL Finance on a ‘drip feed’ basis, by issuing updated versions of the initial BIM report / MER.
A BIM report is ‘Cleared’ when Fujitsu has provided the information required to be contained in the
relevant BIM report.
Fujitsu will advise Post Office Ltd Operations Control via spreadsheet on a monthly basis of any
payments it considers are payable to Post Office Ltd (as compensation for cost incurred by Post Office
Ltd in dealing with MER) and / or its charges for dealing with widespread errors. For the avoidance of
doubt, NO charges are payable in respect of MER issued for APS incidents affecting the Post Office
Client transaction stream only.
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If Fujitsu and Post Office Ltd cannot come to a specific agreement on financial settlement in respect of
costs incurred by Post Office Ltd, the specific incident(s) will then be escalated via a ‘Case Law Referral’
form, to the Commercial Forum for a final decision to be made.
4.3.1.2 Report Distribution
Reconciliation Service will distribute APS BIM reports / MER using the Fujitsu mail system.
BIM reports / MER distributed in accordance with this section will be deemed to have been issued to
POL Finance, and / or POL Finance given notice of any errors described therein, at the time of
transmission by mail.
Examples of BIM reports are shown in Section 6
4.3.2 Reporting Timescales
Reconciliation Service will use reasonable endeavours to raise an initial BIM report relating to a new
APS Business Incident within 24 hours of the notification of the incident. This will be made available to
POL Finance, on the same working day as the APS Business Incident is generated via the HSD, or in
any event on the morning of the next working day.
In the event of the APS report set not being available to Fujitsu in time to enable any errors to be notified
within this timescale, Fujitsu will contact POL Finance to agree a temporary extension to the timescale.
This initial, incomplete, BIM report will serve to notify POL Finance that a Business Incident has
occurred and that the completed BIM report will be provided to POL Finance within the agreed
timescales.
Reconciliation Service will use reasonable endeavours to ensure the final completed BIM report / MER,
is made available in accordance with section 5.1.and is cleared within five working days from the date
the APS Business Incident was generated via the HSD.
Where there is a need to correct APS / TPS Data Errors, Fujitsu will use reasonable endeavours to
deliver the corrected data file to POLFS within five working days from the date the APS Business
Incident was generated via the HSD. This may however, not always be practical due to the technicalities
of creating a corrected data file if there is a high volume of data.
There is no strict timescale for the resolution of a System Incident as the time taken to develop a fix or
correct erroneous reference data cannot be determined. Obviously however, Fujitsu will give every
System Incident the priority it deserves (including the Problem Management escalation process) taking
into account Post Office Ltd’s requirement and would aim to deliver an initial analysis of the root cause
within 5 working days and a final analysis and evidence of remedial action, within 10 working days.
If the Problem Management route is taken the issue will be closed by mutual agreement, usually after
certain criteria are met such as a relevant fix has been developed and tested, or a correction to the
relevant erroneous reference data has been authorised or approved for release through the appropriate
agreed procedures between Fujitsu and Post Office Ltd.
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4.4 Client File Delivery
4.4.1 Variable File Transfer
Post Office Clients take transaction delivery from Fujitsu in accordance with their own processing
requirements. NB: Specific Client requirements are described elsewhere for each Client — this document
is not intended to describe each in detail.
APS transactions are harvested from Post Office Ltd branches on a seven-day basis and all are
available for onward transmission on each day to the Post Office Clients should they require it. However,
some Post Office Clients only require transactions to be delivered on a five day, or one day etc., per
week basis. This has no impact upon the reconciliation between the actual Post Office Client
transmission and the CTS.
The CTS accurately identifies the volume and value of the ‘normal’ transactions (not reversed / reversing
transactions) that have been delivered to the Post Office Clients on a particular day in accordance with
their specific requirements. It is important to note that the transactions actually delivered to Post Office
Clients as recorded on the CTS will differ from the value shown on APSS2133 within the Delivery Sub
Total (9). This figure represents the values harvested from the Post Office branches, which may, or may
not yet have been delivered to Post Office Clients in accordance with their requirements.
4.4.2 Reconciliation in the event of non delivery of the CTS to Post
Office Ltd
POL Finance will use the CTS as the basis for settlement with Post Office Clients. In the unlikely event
that Fujitsu fails to deliver the CTS file to POLFS or POLFS reject the file, POL Finance will need to use
the APSS2133b to manually calculate settlement due. The CTS only reports normal transactions
whereas the APSS2133b includes reversed / reversing transactions. Consequently POL Finance can
only use the APSS2133b to calculate the value (not the volume) of the settlements due.
It is also possible to send the CTS file to POL via email, if the normal means of delivery is not available.
Settlement is time critical and Fujitsu will ensure all the relevant system derived APS reconciliation
reports are delivered on time to ensure that settlement can be made between Post Office Ltd and its
Clients. In order to satisfy this requirement, Fujitsu has elected to make all reconciliation reports
available by 08.00hrs as stated in section 4.1.1, on a daily basis.
4.4.3 Clerical Reconciliation Example in the event of non delivery of
CTS to Post Office
When using the APSS2133b report to calculate settlements due, POL Finance will need to take account
of the individual Post Office Clients file delivery pattern and settlement frequency, e.g. for Post Office
Clients who have elected to take five day delivery - Monday to Friday the Monday delivery will include
transactions harvested on the Friday / Saturday and Sunday. For Post Office Ltd Clients who have
elected to take six day delivery - Monday to Saturday, the Monday delivery will include transactions
harvested on the Saturday and Sunday.
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5 TPS Reconciliation
5.1 TPS Report Set
The Transaction Processing System (TPS) Report Set has been designed to enable reconciliation of the
transactions carried out in Post Office branches using the Electronic Point of Sale Service (EPOSS)
which are sent to Post Office Ltd Financial Systems (POLFS), and Post Office Ltd Management
Information Systems (POLMIS). The TPS report set identifies errors that occur within counter
transactions or during the harvesting process
NB: For the avoidance of doubt, there is no formal reconciliation produced between the POLFS
and POLMIS transaction stream. The POLMIS stream should therefore not be used to verify
financial integrity and Post Office Ltd should ensure the TPS Report Set and POLFS transaction
stream are used for this purpose.
Fujitsu Services will generate three daily TPS exception reports (TPS Report Set) (from the Host and
counter reconciliation software)
NB: These reports are not delivered to Post Office Ltd, however they can be provided for audit
requirements if required.
1. Host Detected Transaction Control Errors:
This report shows detail for any Post Office branch where the control totals for the transactions
output by the host to POLFS and POLMIS do not match the daily transaction totals calculated by the
counters.
2. IPS Harvester Errors:
This report lists error conditions detected by the TPS Harvester when failing to process a transaction
where one of the transaction message attributes is corrupted or incomplete within the Riposte
message store.
3. Incomplete POLFS Summaries
This report identifies all Post Office branches on a daily basis in which the net total of transactions
(debits/credits) does NOT net to a value of zero.
NB: It is not intended that this document describes the format or content of the individual reconciliation
reports
The TPS Report Set will be made available to Fujitsu, on a daily basis by 08.00hrs, where they will be
checked for completeness and accuracy of content. In the event that the reports do not arrive, or after
checking appear to be incorrect, in the sense that the reporting process in itself has failed, Fujitsu will
raise an incident via Post Office Account Third line support (SSC).
A BIM report will be issued to POL Finance where appropriate, i.e. where there has been a reporting
error (the reconciliation reports are flawed but not the transaction stream), or in cases where ‘delayed
transactions’ can be delivered later with out compromising the integrity of those transactions.
It is not intended that Fujitsu will deliver any of the TPS Report Set to POL Finance. An extract from the
TPS Report Set may however be delivered as ‘evidence’ as an attachment to the BIM report / MER if it
is considered by Fujitsu that this would aid the reconciliation or settlement process within POL Finance.
However, the reports can be delivered to POL Finance upon request.
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5.2 Reconciliation and Incident Handling
5.2.1 Incident Originators
It is envisaged that Business Incidents will only be generated by the following groups within Fujitsu and
POL Finance:
e Reconciliation Service for errors reported via the TPS report set
e POL Finance for any other reconciliation or settlement error discovered by POL Finance that
has not been reported by Reconciliation Service
e Fujitsu SSC, for any system fault, file or transaction rejection which cannot be repaired
electronically or data base adjustment which is considered by Fujitsu Services to have a
reconciliation or settlement implication within Post Office Ltd.
Subject to agreement by the parties to the contrary, Post Office branch raised calls to the HSD will not
generate Business Incidents. However calls from Post Office branches will be monitored and if it is
considered necessary by Fujitsu Services, difficulties reported to the HSD, either directly or via the Post
Office Ltd Network Business Support Centre (NBSC), will be elevated to Business Incident status.
5.2.1.1. Generation of Business Incidents by POL
In line with the generic incident management policy agreed between Fujitsu and Post Office Ltd,
Business Incidents will only be recognised as such if generated by POL Finance, as appropriate, via the
HSD. This ensures that the Business. Incident is properly logged, enabling Fujitsu to ensure that
corrective information can be supplied and any underlying system fault can be rectified.
In all cases Fujitsu will raise a ‘BIM' report to log incidents. All such BIM reports will have a unique
identifier. This ID will mimic the Fujitsu PEAK reference however the BIM report will always contain any
other relevant references as required.
It is important that POL Finance supply sufficient information to the HSD when generating a Business
Incident to ensure the timescales for the resolution of Business Incidents referred to in section 5.3.5 can
be achieved. Achievement of such timescales is dependent upon the following information being
provided by POL Finance when generating a Business Incident via the HSD:
« A vvalid ‘PATH’ code must be quoted, e.g. ‘PATH110’ etc.
e Prefix all narrative with ‘This is a Business Incident for Reconciliation Service, PLEASE
ROUTE THIS CALL TO EDSC’
e A full description of the issue, i.e. particular Branch(es), particular date(s), product(s), etc. The
information should be of enough detail to allow Fujitsu to progress the incident and escalate if
needed to the correct support teams.
Where POL Finance raise a Business Incident which may require a large amount of supporting
information, summary detail only may be given to the HSD and the additional information sent via e-mail
to Fujitsu. (A current contact list will be made available to POL Finance).
5.3 Incident Reporting
5.3.1. BIM Reports / MER
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The BIM system has been designed to report the progress to resolution of a Business Incident to allow
Post Office Ltd to complete an accurate reconciliation or settlement with their clients. For ease of
identification and association with the corresponding HSD/ PEAK call, BIM report references the unique
PEAK reference.
e A BIM Report will be issued for each Business Incident generated via the HSD (by POL) or the
PEAK incident tracking system (by SSC). As part of that BIM report, a MER is also issued for
each error associated with the relevant Business Incident where it is necessary.
e BIM Reports / MER are designed to notify POL Finance of the detail required to assist in the
reconciliation or settlement process within POL Finance. They communicate information
concerning the resolution of the symptom of an underlying cause, not the cause itself.
5.3.2 I Clearance Criteria & Charges Applicable to MER
Reconciliation Service anticipates that it will provide information concerning Business Incidents to POL
Finance on a ‘drip feed’ basis, by issuing updated versions of the initial BIM Report / MER. On a monthly
basis, the MER spreadsheet is populated by Fujitsu with details of chargeable and non chargeable errors
together with the appropriate supporting information. This is then forwarded to Post Office Ltd,
Operations Control for approval. For the avoidance of doubt, transactions or transaction corrections
which are delivered by Fujitsu to POLFS via file transfer are NOT chargeable. Transactions or
transaction repairs which are delivered manually to POL Finance via a BIM report are chargeable as
defined in section 5.3.3
ABIM Report is ‘Cleared’ when Fujitsu has provided the information required to enable full reconciliation
to take place, i.e. provide transaction detail, provide actions for POL Finance to undertake to correct a
customer's bank account, etc.
Post Office Ltd Operations Control will agree with Fujitsu on a monthly basis any payments it considers
are payable to Post Office Ltd (as compensation for Post Office Ltd costs in dealing with MER).
5.3.3 MER Charges
To clarify, S80 brings about much simplification with chargeable errors. As the Cash Account no longer
exists, having been replaced by the Branch Trading Statement, the only remaining chargeable aspect is
in respect to individual transactions. These are only chargeable to Fujitsu if they have been corrupted in
some way when delivered through a fault in the Horizon system or the related Fujitsu processes, i.e. an
OBC issue where transactions are stranded when an outlet is not closed correctly, with charges based
upon the following criteria and applicable to POLFS only and not POLMIS:
e £100 per transaction which can not be delivered to POLFS by electronic means and this has
been discovered before it was due to be sent to POLFS (i.e. it has not been rejected by POLFS)
e £150 per transaction which can not be delivered to POLFS by electronic means and this has
been discovered after it has been sent to POLFS (i.e. it has been rejected by POLFS)
In cases where transactions are lost due to fire, flood, or Post Master interference Fujitsu will not accept
liability.
MER are delivered to Post Office Ltd Operations Control on a monthly basis for agreement by 10"
working day of the following month. It is expected that in these exceptional cases that all issues will be
addressed on a case by case basis.
5.3.4 Report Distribution
Fujitsu will distribute BIM reports / MER using the Fujitsu corporate mail network. In the event that
Fujitsu corporate mail system is unavailable, Fujitsu will discuss with POL Finance the appropriate
means of information transfer.
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5.3.5 Reporting Timescales
Reconciliation Service will use reasonable endeavours to raise an initial BIM report relating to a new
Business Incident. This will be made available to POL Finance, on the same working day as the
Business Incident is generated via the HSD or on the PEAK system where applicable. In the event of the
TPS Report Set not being available to Fujitsu Services in time to enable any errors to be notified within
this timescale, Fujitsu will contact POL Finance to agree a temporary extension to the timescale. This
initial, incomplete, BIM report will serve to notify POL Finance that a Business Incident has occurred and
that the completed BIM report will be provided to POL Finance within the agreed timescales.
Reasonable endeavours will be used to ensure the final completed BIM report / MER is cleared within
five working days Service Level Target (SLT) from the date the Business Incident was generated via the
HSD, or the PEAK system.
If the BIM report / MER is not cleared, or Fujitsu think it is unlikely to be cleared within five working
days, Fujitsu shall immediately notify POL Finance and shall procure that Fujitsu Manager (or in his
absence, his deputy) is made available to discuss with POL Finance to discuss the delay within two
working days of such notification.
There is no strict timescale for the resolution of a System Incident as the time taken to develop a fix or
correct erroneous reference data cannot be determined. Obviously however, Fujitsu will give every
System Incident the priority it deserves taking into account Post Office Ltd requirement and would aim to
deliver an initial analysis of the root cause within 5 working days and a final analysis and evidence of
remedial action, within 10 working days. It is clear that at all times the relationship between Incident
Management and Problem Management is clearly understood, and if need be escalations through
Problem Management will happen to hasten the rectification of the system incident.
5.3.6 Repairing Data
Where Fujitsu corrects errors, ONE Business Incident will be raised to cover each error, which has been
corrected, or group of errors if they are related to each other. A BIM report containing appropriate
information will be issued relating to that error or group of errors.
Where there is a need to correct errors, Fujitsu may make corrective assumptions, based upon the
format and content of previous valid records of the same type, if no other detail is available. For
example, where a transaction mode is unknown, the mode used may be obtained from a previous
transaction of the same type. In such cases, Fujitsu will promptly inform POL Finance of the assumption
within the working day that the assumption has been made. POL Finance may wish to review and
validate these assumptions on a case-by-case basis and it should be noted that any assumptions made
would not necessarily set a precedent.
5.4 Links to Problem Management
The processes highlighted within this document are not intended to replace the current agreed Problem
Management procedures, which will run side by side with the incident management process, as has
always been the case.
By way of example, “problems” may be raised by Fujitsu or Post Office Ltd in the following scenarios:
« Where there is a trend of similar Business Incidents where there is no identifiable cause.
« Where a System Incident has been raised and the cause is unknown.
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Problem management expands the scope of the incident management process described in this
document to include any wider issues, which must be dealt with in order to rectify problems and to
ensure that the associated Business and / or System Incidents are not repeated.
A System Incident is generated by Fujitsu to ensure the relevant code or fix etc. is developed, tested and
delivered to the live estate. However, resolution of problems which arise as a result of that System
Incident will cover any additional requirements of both parties e.g. Operational Focus updates; briefings
etc. and in many case the authority from Post Office Ltd to proceed with a relevant fix.
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OFFIGE
6 BIM Reports
Example of BIMS for ONLINE SERVICES Unique BIMS number
,
Classifies into 1) Online services,
rm m " 2) APS 3) EPOSS/ POLFS
BIMS Reference: BE/0144295 Final Update I»
Service: GUUNEISEROES ~~ Version: = 3 =~ LastUpdated: 12/03/2007 14:19:46
Service Sub ype: RAGES Ch Specifies sub type of Online
jervice Sub type: » I Services such as CAPO, DCs,
Exception Type: AOE EPAY etc,
Originator: iO Transaction Date: (RRB = Branch: SSOSE
Status: 0. Open Exception Value: £2000 ® I Branch / FAD code
Other References I Transaction Liability I] .
Provisional: Final: Transaction Value
POL Reference: il
[Settiement Details] 1. I Transaction Receipt Date as on
‘Transaction Settlement the NB102 report
Settled Amount:
HSD Reference: Invoice Number:
invoice Number: ‘a. I Specifies Error State ofthe
Invoice Date: ‘exception being investigated.
Manual Error Report
Incident History Chargeable Ergrs’y "0 ‘a. I MSU or Management Support
Date Received: RAMBO MER Set Amt: Unit has now changed to
Date Cleared: ieee MER Inv. No: Reconciliation Service.
Date Closed: MER Inv Date:
1. I Auto-generated BIMS Created
Actions Date
Actions: Date & Time I2030007 Action Type SESEEBIIER Analyst ™~-Pooja Sujth
'NB102 Section 5 por for Client: CardAccount. Produced on 11/03/2007 Auto generated Incidence
Branch shows one exception, Horizon Tan Id: 44-550614-1-86031 1-1 ™ I clearance date
i 12/03/2007 7
Actions: Date & Time {311724 Action Type REGIE Analyst Pooja Suith
‘The txn was a deposit for £2.00 which was authorised by the Fi but didnot complete at the counter:
‘The PSStandard logs have confirmed that the transaction was cancelled on the PinPad and Card was i” Initial BIMS will only show this
removed i ;
‘The transaciton was aborted, without the counter writing a reversal message. (This issue is currently section and it contains a brief
being vestigated) description of the incident
Transaction 44-850614-1-860312-1- was attempted directly artis, forthe same PAN fora depodt of
£20.00, and was suecesstuly completed Final BIMS will contain this
‘*
Action for Post Office Ltd section and it contains the
‘The Customer's account would have been creed with an exta £2.00 reconciliation impacts if any.
Post Offce Ltd wil need to reconcile this withthe Fas appropriate
Please authorise F99 of this transaction Explanation of any reconciliation
to be carried out by POL will be
: »
Response: L allel More info. Reqd found under the ‘Action for Post
Comments: GS SSG REE NGA ETERS Office Lta"secton
Date & Time: ‘faroaz007 Sai > I Post Office Reply section
{added by POL staff and not
part of Fujitsu process),
authorising F99 of the
exception that has been
investigated.
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Version: V0.1
Date: 06-Mar-2007
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2
FUJITSU
Commercial in Confidence
Reconciliation and Incident Management Joint Working
FUJ00232586
FUJ00232586
Post
OFFIGE
Example of BIMS for APS (Unmatched Reversal)
BIMS Reference: _BE/0144149 Final Update
Service: = Version: 3 LastUpdated: 07/03/2007 15:45:58, Top section of BIMS specifying
Se ‘Sub type: 1) Service as APS.
ervice Sub type: 2) Exception Type
Exception Type: BBSS2IGSEPARS RECOHEMANEERESt > 3) Originator
Originator: MSU Transaction Date: (SRMSIY = Branch: BH 4) Transaction Date
Status: 0 Open Exception Value: e625 5) Branch
— 6) Exception Value
Other References _I Transaction Liability I
Provisional: Final:
POL Referencs Settlement Details
Transaction Settlement
Settled Amount:
HSD Reference: Invoice Number:
Invoice Date:
Manual Error Report
Incident History Chargeable Errors:
Date Received: 07-Mar-07 MER Set Amt:
Date Cleared: 07-Mar-07 MER Inv Ni
Date Closed: MER Inv Date
Actions
Actions: Date & Time eer Action Type Describe Incident Analyst Pooja Sujith
APSS213%c- APS Delayed Transactions Repo Produced on 061032007. Brief Description ofthe exception
Branch shows one new delayed transaction for Transaction Date 03/03/2007 1) Report
lent: DVLA » ) Report Name
Erfor Message'téads: "UNMATCHED REVERSAL FOUND! 2) Client Name
Actions: Date & Time 91/082007 ‘Action Type Clearincident Analyst Pooja Sujth 3) Error Message
The reversal was slated at 15:59 on Sat 08-Mar.
This offce closes at 1600 on Saturdays
The clerk didnot respond tothe question asking confimaton ofthe reversal.
On Monday moming the question was sil there on the screen, so the clerk replied and the reversal was
writen to message store
This interpretation is confirmed by the fact that the dlerk did not logout on Saturday aftemoon and did not Action for Post Office Ltd
logon on Monday morning before the reversal was writen specifies what action POL need
RAT RGUNETE » I to take for reconciling this APS
Details of the failed reversal are laid out in the Transaction section of this BIMS. transaction.
These detas should be manualy sent to APS Cent for reconciliation
Transaction/Cash Account Detail Manual Error Report: No
au au T iction Details that need
USER vewoot QUANTITY a detanttil eseipeirhche
to be passed onto APS Client
NID WROBIS-2A0E7ES2 = AMOUNT(Sale'vallie) 95:25 > I for Reconciliation
CONTAINER(St/Gnit) = AA PS'SEQNO 026428
DATE osmar2oe7 CUSTOMER REF ‘S2rO0S4B TIES 285711
TIME 189748 ABSXREF 26822
MODE a
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref SVMISDMIPRO/0012
Version: V0.1
Date: 06-Mar-2007
Page No: 42 of 43
Document
fee)
FUJITSU
Commercial in Confidence
Reconciliation and Incident Management Joint Working
FUJ00232586
FUJ00232586
Example of BIMS for POLFS enquiry (SLA was suspended)
BE/0142883 Final Update
BIMS Reference:
Highlighted text explained
Service: EPOSSIPOLFS Version: 5 LastUpdated: 23/03/2007 11:18:39 Service relates to EPOSS/
Service Sub type: POLFS.
Exception Type: [SII > I This is a Customer! Client
Originator: Transaction Date: 29-Nov-06 Branch: 062014 enquiry as it originated from
Status: 0 Open Exception Value: £168.00 POLFS (PATH CODE 110)
Other References _I Transaction Liability _I
Provisional Final:
POL Reference: Settlement Details
‘Transaction Settlement
Settled Amount:
HSD reference number cross
referenced here.
HSD Reference: _UEIIDIRIN invoice Number:
Invoice Date:
Manval Error Report Incident History showing
‘Manual Error Report
nual Error Repo) 1) Date Received
Incident History Chargeable Errors: 0 > 2) Date Cleared
Date Received: ERIE MER Set Amt: SLA was suspended in this case
and hence the reason for delay in
Date Cleared: OBreBO7 MER Inv No:
clearing the incident.
Date Closed: MER Inv Date:
Actions Date when BIM d
y ate when BIM was raise
Actions: Date & Time 2201/2007 Action Type - SSSSSREE -Anatyst- Pooja Sujth >
Jane Smith (POL) has sent te flowing mail about a missing POLFS transaction:
Please can you investigate the following missing transaction fom POLFS.
FAD, 062014 Date when SLA was
pies suspended on the BIM, after
Moneygram agreement with POL since the
Also, ifthe branch did have a system problem, please provide detals of any other missing data > hee shlats on ae
Many thanks has to be extracted from audit
ane servers and is a longer
process.
This is current under investigation.
Actions: Date & Time $3903007 Action Type RBBB] «== Analyst Pooja Sujth
Suspending SLA, afer confining with Jane, as tis taking longer than expected to extract the message
owoz2007 ‘Unsuspending SLA’ to be done
Actions: Date & Time {2/0220 Action Type SERISGEASH Analyst Pooja suth {o prepare forthe next stap which
is ‘Clear Inedient.
Actions: Date & Time {8902007 ‘Action. Type GREMEBRHE «© Analyst Pooja Sujth
This transaction consisted of Moneygram Send for £150.00 witha fee of £18.00.
Transaction was dane ater EOD on 29/1116, at 1923.
The setementransaton id was 4 52014-3-2548865-3, » I Pais hen nal BIM was issued
Therefore itwas included inthe flowing day's POLMIS fle, W_394057.7P_p2
“Transaction was included in POLES fle F20061120063.BLE
©Copyright Fujitsu Services Ltd 2007 ‘Commercial in Confidence Ref SVMISDMIPRO/0012
Version: V0.1
Date: 06-Mar-2007
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