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Fujitsu Services Ltd CCN NO: 1409
CHANGE CONTROL NOTE (CCN)
CCN TITLE: CHANGE ADMINISTRATION USE ONLY
Augmented Support Changes as a result of the CR NO: N/A
Horizon Service Desk Exit
CP NO: 5709/1152
RELEASE: Release Independent EXPIRY DATE: 30" June 2014
CCN RAISED BY: Steven Godson RAISED DATE: 5“ March 2014
SUBMISSION DATE: 9" June 2014
EMERGENCY CHANGE PROCEDURE INVOKED: ¥ES/NO
EMERGENCY IMPLEMENTATION DATE: N/A
ATTACHMENTS: YES / NO [If yes, Number of]: 1
FUJITSU SERVICES APPROVAL DATE POST OFFICE LTD DATE
APPROVAL
SUMMARY and REASON FOR CHANGE:
As a consequence of the transfer of the Service Desk Service from Fujitsu to Atos, it has been agreed that changes
to the HNG-X Agreement relating to the provision of the Services will be necessary and the terms set out in this
Change Control Note (CCN) shall apply to amend the HNG-X Agreement from the date of signature of this
CCN1409.
This CCN sets out the changes necessary to remove the references to the Service Desk Service from the HNG-X
Agreement and to detail the changes necessary to the remainder of the Services to enable the continued provision of
the remainder of the Services under the Agreement. Such changes include the formation of the MAC (Major
Account Controller) team, the scope of which is detailed in Attachment I to this CCN. This CCN also details the
necessary adjustments to the Charges within the Agreement to reflect the changes that are being made to the
Services as a result of the termination of the Service Desk Service..
Due to the Expiry Date of the Service Desk Service being changed to the 2"! July 2014 from the 2" June 2014 and
the transfer of responsibilities and employees to the Next Supplier taking place on the 16" June if Fujitsu Services
fail to provide the Services in accordance with the Service Levels as a direct result of this transfer of
responsibilities Fujitsu Services shall continue to provide the Services to the extent it is able in accordance with the
Service Levels but may apply for relief as set out in Clause 39 of the Agreement. For the avoidance of doubt, the
Fujitsu Employees shall transfer to the Next Supplier on the 16" June 2014 in accordance with the TUPE
Regulations, and the back-up solution which may be required to be provided by Fujitsu for the period between 17"
June and 2™ July 2014 shall not affect this transfer.
Any defined terms set out in this CCN shall have the meaning set out in the Agreement.
DETAILS OF CHANGE:
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This CCN provides for:
1) The termination of the Service Desk Service with effect from 23:00 on the 2™ July 2014;
2) The amendment of references to the Service Desk Service from the Agreement;
3) The removal of the Charges associated to the Service Desk Service;
4) The remedial changes necessary to the remainder of the Services to enable the continued and uninterrupted
provision of such Services;
The remaining Services require some adjustment to enable them to continue to function when the
Service Desk Service ceases to be provided by Fujitsu.
The main amendment necessary in this area is the introduction of the new MAC Team (as defined
below) to be provided as part of the Service Management Service.
5) The necessary adjustments to the Charges defined in the Agreement to enable such changes to be effected;
The changes to the Charges in Schedule D1 as detailed in this CCN1409 are reflective of the
elements of the currently provided Service Desk Service which will transfer to the other Services and
of the increased workload required as a result of the termination of the Service Desk Service.
With regards to the Charges for the Service Management Service, the increase in Charges for the
years ending March 2016 and March 2017 will be lower than those for year ending 31“ March 2015
due to the expiry or termination of the Engineering Service. In the event that the Engineering
Service is extended beyond 31 March 2015 the Service Management Service Charge shall be
increased by £29,648.70 per month and such shall be detailed in the associated CCN to extend the
Engineering Service.
6) The calculation and detail of the Termination Charges payable by Post Office;
This has been calculated in accordance with the formula detailed in Schedule E clause 6.2 of the
Agreement whereby the calculation is made up of a calculation of costs in accordance with clause
6.2.1 and Lost profits in accordance with clause 6.2.2. In the case of this exit there has not been the
inclusion of any charges relating to Migration Costs as detailed in clause 6.2.3as these have been
charged separately under CTs where appropriate.
7) Service Volumetric Limits.
The termination of the Service Desk Services means that there are anticipated increases to the
volume of Incidents. CCN1400 agreed the Expected Engineering Volumes relating to the number of
Engineering Service Visits to Branch, however, it did not include the treatment of potential impacts
on other Services. It is agreed by the parties that, in the event of increases in the volume of activity
or other Service impacts which affect Fujitsu’s ability to perform the Services and which are
attributable to the termination of the Service Desk Service, this shall be managed in accordance
with the HNG-X Agreement and in particular, Clause 39.
PROPOSED REVISION TO WORDING OF THE AGREEMENT ( including Schedule reference)
Removal of References
In order to effect the termination of the Service Desk Service the references to the Service Desk Service throughout
the Agreement are to be removed in accordance with the detail below.
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Additions to clauses are shown underlined, and deletions are shown with a strikethrough.
Schedule 1 - Definitions
Insert a new definition of “Expired Services” as follows
means services which were previously provided
"Expired Services" by Fujitsu to the Post Office but which have.
been terminated or have expired: the Service
Desk Service:
Amend the definition of “Help Desk or Helpdesk or Horizon System Help Desk” as follows:
means Service Desk provided by Fujitsu until
"Help Desk or Helpdesk or Horizon System I the 2"! July 2014
Help Desk "
Insert a new definition of “MAC Team” as follows
means the team which forms a part of the
"MAC Team or Major __ Account I Service Management Service, performing
Controllers" activities in support of the other Operational
Services as a subset of the functions previously
performed by the Service Desk Service as
described in the CCD entitled “Service
Management Service: Service Description
(SVM/SDM/SD/0007)
Amend the definition of “Service Desk” as follows:
means, save as expressly provided otherwise,
"Service Desk" the initial point of call for Users in need of
support relating to the Services . Until the 16"
June 2014 the Service Desk shall be provided
by Fujitsu in accordance with the Service Desk
Service Description and afier this date it shall
be provided to Post Office by the Next Supplier
and Fujitsu Services shall interact/interface
with the Next Supplier Service Desk in
accordance with operating processes agreed
with the Next Supplier. Post Office may request
that Fujitsu provide a fall back Service Desk
until the 2! July 2014
Amend the definition of “Service Desk Day” as follows:
means, for the Fujitsu provided Service Desk
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"Service Desk Day" up to the 2 July 2014: 08:00 - 18:30 Monday
to Saturday inclusive, other than Christmas
Day;
Amend the definition of “Service Desk Service” as follows:
means the Service referred to in row I of
Table A of Schedule B3.1 until the 2" July
2014, thereafter_the Service Desk Service
shall be replaced by a service to be provided
by the Next Supplier
"Service Desk Service"
Amend the definition of “Service Desk Voicemail Service” as follows:
means the facility provided by Fujitsu
"Service Desk Voicemail Service" Services up until the 2™ July 2014 for
recording telephone calls to the Service Desk
outside of the Service Desk Day and ring
back on the following Service Desk Day as
further described in the CCD entitled
"Service Desk: Service Description"
(SVM/SDM/SD/001);
Schedule B3.1 - HNG-X Services and Transitional Support Services
Amend the following row from the table contained at clause 2.1 Table A: Operational Services in line with the
following:
1 Service I Horizon Trigger Service Desk: The Expiring
Desk Point T2 . provision I Serviee
Systems. Service f first and
Service H . (Service a on Mist ant
elpdesk: Desk Description second line
Service (SvM/sp/s_ I Support to I ExpiredService-
Change). D Post this Service
Description os ceased to be
(CS/SERO02 10001) Office I provided by
) Branches I Fujitsu as of the
and other I 2" July 2014.
designated I with the transfer
of,
through responsibilities
for_the Service
the Desk_
provision I transferring to
of a I the Next
support Supplier_on_the
desk 16" June 2014.
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function.
Amend the following row from the table contained at clause 4.1 of Schedule B3.1 as follows:
26 SVM/SDM/SD/0001 Service Desk: Service Description
Expired as of 2" July 2014
Schedule B3.2 - Business Capabilities and Support Facilities
Amend clause 3.2.1.2(b) as follows:
“for situations where the sole User (e.g. Branch Manager in a single Counter Position Branch) has forgotten
their password, provide the facility to reset the User password. This shall be triggered via the Service Desk
and enabled via the Service Desk Service Management Service. The User shall then be able to reset their
User password.”
Amend clause 3.2.1.5 as follows:
“Call logging, which shall enable a User via a Branch terminal to record details of an Incident and for these
details to be provided as a Service Desk call to the Service Desk provided by Fujitsu up until the 2" July
2014. The system shall provide a unique call reference to the Incident. For the avoidance of doubt this shall
not be provided to the Service Desk provided by the Next Supplier”_
Schedule E - Termination and the Exit Plan
Amend the table contained in Annex I as follows:
Service Desk I Terminable as October 2006 Impacts on Engineering Service SLTs and on
Service an individual process and toolset interfaces to the Systems
Service Management Service, Branch Network
Terminated _as Service, Data Centre Operations Service,
of 2™ July 2014 Central Network Service, Third Line
Software Support Service and Service
Management Service
Schedule D1
VARIATION OF OPERATIONAL UNIT CHARGES AND OPERATIONAL FIXED
CHARGES
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Annex B
Insert into the “Notes” column of the Service Desk Service for charges related to Fixed Charges, Unit Charge per
Counter Position, and Service Management Element, the following note “These Charges cease to be chargeable for
year 2014/15 from the 3" July 2014”,
Add to the Service Management Service Fixed Charges the amount of £51,733.83 per month for the year ending
31 March 2015. Applicable from 3" July 2014.
Add to the Service Management Service Fixed Charges the amount of £22,085.13 per month for the years ending
31% March 2016 and 31“ March 2017. Applicable from 1* April 2015.
Remove from the Management Information Service Fixed Charges the amount of £442.09 per month for the years
ending 31% March 2015, 31st March 2016 and 31" March 2017. Applicable from 3" July 2014.
Remove from the Security Management Service Fixed Charges the amount of £683.08 per month for the years
ending 31“ March 2015, 31 March 2016 and 31“ March 2017. Applicable from 3" July 2014.
Annex E
Add the following entries to the table
Number of Row Changed in Annex B Value (£) of I Effective Date
CCN. (Description) Change of Change
CCN1409 Service Desk Service -£16,896.80 3" July 2014
(plus associated
Variable
Charges
CCN1409 Service Management Service £51, 733.83 3rd July 2014 -
31% March
2015
CCN1409 Service Management Service £22,085.13 I* April 2015
CCN1409 Management Information Service I -£442.09 3" July 2014
CCN1409 Security Management Service -£683.08 3" July 2014
COMMERCIAL TERMS or CHARGES APPLICABLE IN RESPECT OF THIS CCN (if any):
In accordance with Schedule E clause 6.2 the Termination Charge applicable to the Termination of the
Service Desk is ££63,451.74 (based on the below elements):
Cost
The elements relating to costs have been covered in the relevant CTs and therefore there is no
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additional value to be paid as a result of this CCN1409.
Lost Profits:
The following table details the calculation of the Lost Profits by showing the difference in
Charges over the period of which the Service Desk Service would have continued to be
delivered if it were not terminated.
The “Calculation” column shows the monthly charges multiplied by the 9 month period for
which the Service Desk Service would have continued to be delivered by Fujitsu.
This has been calculated in accordance with the formula detailed in Schedule E clause 6.2 whereby the
calculation is made up of a calculation of costs in accordance with clause 6.2.1 and Lost profits in
accordance with clause 6.2.2. In the case of this exit there has not been the inclusion of any charges
relating to Migration Costs as detailed in clause 6.2.3 as these have been charged separately under CTs
where appropriate.
Service Calculation Change
Service Desk Service Fixed Monthly Charge -£16,896.8 x9 -£152,071.20
Service Desk Service Variable Charges -£104,213.8x9 -£937,924.20
Service Management Service £51,733.83 x9 £465,604.47
Management Information Service -£442.09 x9 -£3978.81
Security Operations Service £-683.08 x 9 -£6147.72
Total I _-£634,517.46 I
[Lost Profit £63,451.74 I
NEW CCDs and/or CRDs: N/A
Reference
Title
Approved
Version
& Date
AMENDED CCDs and/or CRDs:
Reference Title Previous Target Date for
Version & Date I Next approved
version
SVM/SDM/SD/0001, Service Desk Service 5.0 / 29-APR-2013 I To be withdrawn
6.0/ 29-OCT-2013 I 7.0/ 1% August
SVM/SDM/SD/0002 Engineering Service 2014
5.0 / 04-FEB-2014 6.0/ 1% August
SVM/SDM/SD/0003 Data Centre Operations Service 2014
Horizon Online 3rd Line Application Support 5.0/ 24-MAY-2013_ I 6.0/ 1% August
SVM/SDM/SD/0004 Service 2014
5.0/ 13-SEP-2013 I 6.0/ 1* August
SVM/SDM/SD/0005 Application Support Service (Fourth Line) 2014
3.0/ 17-OCT-2013 I 4.07 1% August
SVM/SDM/SD/0006 Systems Management Service 2014
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4.0 / 21-NOV-2013
5.0/ 1% August
SvM/SDM/SD/0007 Service Management Service 2014
4.0 /22-MAR-2010 I 5.0/ 1% August
SVM/SDM/SD/0011 Branch Network Service 2014
3.0 / 21-JAN-2010 4.0/ 1" August
Sv/sbM/sb/0012 Central Network Service 2014
3.0/12-AUG-2013 I 4.0/ 1% August
SVM/SDM/SD/0013 Reference Data Management Service 2014
Operational Business Change (Branch Change) 7.0 / 06-JAN-2014 8.0/ 1% August
SVM/SDM/SD/0014 Service 2014
4.0703-DEC-2013 I 5.0/ 1% August
sv/sbM/sD/0015 Reconciliation Service 2014
5.0 / 08-NOV-2013 I 6.0/ 1% August
sv/sbM/sb/0016 Management Information Service 2014
4.0/04-DEC-2013 I 5.0/ 1% August
sv/sDM/sb/0017 Security Management Service 2014
3.0/7 28-MAR-2013 I 4.0/1" August
SvM/sDM/sD/0018 Message Broadcast Service 2014
3.0 /01-AUG-2013 I 4.0/ 1% August
SvM/sbM/sD/0019 Communications Management Team 2014
Post Office contract Controlled and Contract 1.0/
COM/CUS/SPE/0001 Referenced Document List
Changes to the CCDs necessitated as a consequence of the acti
shall take place as a separate activity and shall be introduced via a further CCN, including the required
ities described in this CCN1409 above
updates to COM/CUS/SPE/0001 in relation to the withdrawal of SVM/SDM/SD001.
Policies and Standards: N/A
P.O. Ltd Responsibilities:
Post Office to procure that the Next Supplier and Post Office Service Integrator adheres to the provision of the
required data sets when raising Incidents with Fujitsu (it is agreed that Fujitsu shall collaborate reasonably with
Post Office Service Integrator (as the Next Supplier) and in accordance with the approved version of the OLA).
Post Office to procure that any changes to the Incident Management toolset interface shall be managed via Change
Control.
Other: N/A
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