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Document Title: HNGA ROBUSTNESS (SERVICE DELIVERY METRICS) REPORT
Document Reference: COM/MGT/REP/4167
CP/CWO Reference: N/A
Abstract: Explanation of how the delivery of Fujitsu services is measured to
support a criteria based view of HNG-A robustness.
Document Status: APPROVED
Author & Dept: Fujitsu
External Distribution: Restricted. See section titled Information Distribution.
Information See section 0.8
Classification:
Approval Authorities:
Name Role
Fujitsu Horizon Audit Team (POA) See Dimensions for record
OC ht Fujitsu 2021
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Table of Contents
0 DOCUMENT CONTROL 4
0.1. Document History 4
0.2 Review Details ...... 4
0.3 Associated Documents (Internal & External) 4
0.4 Abbreviat 4
0.5 Glossary 5
0.6 Changes Exp 5
0.7. Accuracy... 5
0.8 Information Class 5
1 EXECUTIVE SUMMARY .......ccssssssssssesssesesnsse sesssesnenssesessesnenceeseenean sesseeanensaeeeten 6
2 PURPOSE & SCOPE........ccesssssssssssesnsasse seseseensseseeseecsncsesceacasen seseeceeeseeeesransnenss 7
3 BACKGROUND & INTRODUCTION ........ccssssssssssessessseses cotssesesessceesesrensnenseeees 7
4 APPROACH...
5 SERVICE DELIVERY METRICS
5.1 Operational Metrics..........
5.2 Service Operations Metrics.
5.2.1 Operations Highlights.
5.2.2 Incidents...
5.2.3. Major Incidents. 10
5.2.4 Service Dashboard
5.2.5 APPSUP.............
5.2.6 Horizon Known Errors Review Forum.
5.3 Key Interaction:
5.4 The Reports ..
5.5 Business Continui 14
6 FORMAL AUDIT REPORTS......c.cccscsssesssssssessseses cosseesescseceeseeseersnensecses cosseseees 15
7 CONCLUSIONS. ........cscsesessssesnsstscses cossecseseessasseesescsnenssesee sensseaeansasaenseesscesensnee 16
8 RECOMMENDATIONS.
9 INFORMATION DISTRIBUTION........ssscssesssssssessessses cossessnssesesesesseeesenesnsane erase 16
APPENDIX A — SERVICE MANAGEMENT REVIEW REPORT EXTRACTS......... 18
APPENDIX B — POL HORICE QUERIES..........ssssssssesssssssssesees snssessessesseseessneaseenseeeee 21
APPENDIX C — HORICE SCREENSHOTS ........sssssssesssssseesssesee caesssssessnseceesseaseneeees 28
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APPENDIX D — RECOMMENDATION G..........scssscsssssssssssesees seseeesssnesssenesetsneneneeees oo 34
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0 Document Control
0.1 Document History
Version No. Date ‘Summary of Changes and Reason for Issue Associated Change
CWO, CP, CCN or
Peak Reference
1.0 12/03/2021 Approved for release N/A
0.2 Review Details
Mandatory Review
Role Name
Horizon Audit Team Fujitsu
0.3 Associated Documents (Internal & External)
Reference Version Date Title Source
COM/MGT/REP/4162 I Latest Latest Expanded Table of Contents for the HNGA Dimensions
Robustness (Service Delivery Metrics) Report
COM/MGT/REP/4168 I Latest Latest The SDLC Report Dimensions
COM/MGT/REP/4166 I Latest Latest The Testing & QA Report Dimensions
COM/MGT/REP/4165 I Latest Latest The RA Report Dimensions
COM/MGT/REP/4169 I Latest Latest The BED Report (29 BED AS IDENTIFIED BY I Dimensions
FRASER J)
COM/MGT/REP/4184 I Latest Latest The BED Current Process Report Dimensions
0.4 Abbreviations
AWS: Amazon Web Services
BAU Business As Usual
BED Bugs, Errors and Defects
BIF Business Impact Forum (Fujitsu attendees)
CBA Counter Business Application
ccD Contract Controlled Document
HORIce Horizon Information Centre
ISMF Information Security Management Forum
ITDSD IT Digital Service Desk (POL 1* line service desk)
ITSCM IT System Configuration Management
MAC. Major Account Controllers
OBC Operational Business Change
POA Post Office Account
POL Post Office Limited
RA Remote Access
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Abbreviation Definition
RAB Release Acceptance Board
RAM Release Acceptance Meeting
SDLC Software Delivery Life Cycle
SLT Service Level Target
SMC Fujitsu Systems Management Centre
SMR Service Management Review
SPM POL subpostmaster
0.5 Glossary
Term Definition
APPSUP. Fujitsu elevated privilege (see RA Report for explanation)
HNG-A The HNG-X Counter Business Application adapted to run on Windows operating
systems other than NT4, providing all of the functionality of the HNG-X Counter
Business Application
HNG-X HNG-X was a project that replaced the Horizon message-based branch network with
the Horizon on-line branch service. Also known as Horizon Online. This was rolled
out in 2010
Tivoli IBM Tivoli Monitoring is a suite of products performing operating systems monitoring,
database monitoring and user defined monitoring. Tivoli agents are able to take local
corrective action to resolve monitoring issues and also send monitoring data to a
central system where it can be viewed and used for reporting purposes
0.6 Changes Expected
0.7 Accuracy
Fujitsu endeavours to ensure that the information contained in this report is accurate but, while 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 herein
0.8 Information Classification
The author has assessed the information in this document for risk of disclosure and has assigned an information
classification of FUJITSU CONFIDENTIAL. This report is also subject to the Information Distribution statements
in Section 9.
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1 Executive Summary
The purpose and scope of this report is to explain how the delivery of the HNG-X services provided by
Fujitsu is currently measured. This report provides POL with information to understand how Fujitsu
currently provides this capability for the live environment.
On 20 August 2020, POL requested an audit of the HNG-X services by sending a letter to Fujitsu titled
“Horizon Audit”. Following a number of discussions between POL and Fujitsu, it was agreed by POL
that Fujitsu would prepare a set of reports on key topic areas identified by POL.
This report explains how the delivery of the HNG-X services provided by Fujitsu is currently measured
(“HNG-A Robustness (Service Delivery Metrics) Report”). It follows the “Expanded Table of Contents
for the HNG-A Robustness (Service Delivery Metrics) Report” (COM/MGT/REP/4162) which was
shared with POL on 09 December 2020.
The adaptation of the HNG-X Counter Business Application (CBA) to work with Windows devices
other than NT4, known as HNG-A, was rolled out with the Branch Counter Refresh in 2017 and 2018.
HNG-X has been built and improved jointly with POL over many years. It is a large and complex IT
solution that integrates with POL and its other third party suppliers. Fujitsu believes that the HNG-X
services it provides are delivered effectively.
A compilation of recommendations for improvement is contained in Appendix D. The list in Appendix
D collates the various action items into a single list so that POL and Fujitsu can work jointly to act on
these recommendations.
POL is invited to comment on this report to seek any additional clarifications it needs. Fujitsu will
endeavour to respond to any comments or clarifications requested and may, if it deems necessary,
provide an updated version of this report.
Fujitsu welcomes the opportunity to provide this report.
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2 Purpose & Scope
The purpose and scope of this report is to explain how the delivery of the HNG-X services provided by
Fujitsu is currently measured. This report provides POL with information to understand how Fujitsu
currently provides this capability for the live environment.
POL is invited to comment on this report to seek any additional clarifications t needs. Fujitsu will
endeavour to respond to any comments or clarifications requested and may, if it deems necessary,
provide an updated version of this report.
Fujitsu welcomes the opportunity to provide this report and looks forward to a constructive dialogue
with POL.
3 Background & Introduction
On 20 August 2020, POL requested an audit of the HNG-X services by sending a letter to Fujitsu titled
“Horizon Audit”. Following a number of discussions between POL and Fujitsu, it was agreed by POL
that Fujitsu would prepare a set of reports on key topic areas identified by POL.
The spirit of the discussions between POL and Fujitsu in relation to these reports was to share
content that would allow both organisations to confirm the efficiency of the current ways of working
together, and to identify ways to make meaningful improvements that would enhance the working
relationships and experience for the POL branches and their postmasters. Fujitsu believes in
collaboration and welcomes constructive suggestions from POL.
This report explains how the delivery of the HNG-X services provided by Fujitsu is currently measured
(“HNG-A Robustness (Service Delivery Metrics) Report’). It follows the “Expanded Table of Contents
for the HNG-A Robustness (Service Delivery Metrics) Report” (COM/MGT/REP/4162) which was
shared with POL on 09 December 2020.
The adaptation of the HNG-X Counter Business Application (CBA) to work with Windows devices
other than NT4, known as HNG-A, was rolled out with the Branch Counter Refresh in 2017 and 2018.
Fujitsu operates the HNG-X services to the service standards contractually required by POL.
Fujitsu’s monitoring systems and processes seek to proactively identify faults, log them as Incidents,
and then work to resolve them promptly following the agreed Incident management processes. Fujitsu
also relies on Incidents being reported to them by POL. These reported Incidents are also logged and
worked on to identify their cause and resolution options. Thousands of Incidents have been logged—
as would be expected of a system of this complexity and size.
As a general comment, it should be noted that Fujitsu is only one supplier involved in the overall
delivery of end-to-end services to POL in relation to HNG-X. The HNG-X application also relies on the
working partnership between POL and its chosen partners— such as Verizon, Computacenter and
Atos — as well as external service providers such as banks and affiliated organisations. This applies to
both the IT systems and the operational processes in HNG-X.
Although every effort has been made to avoid confusing technical jargon in this document, the very
nature of this aspect of the service delivered to POL necessitates the use of many acronyms and
phrases that may need expanding upon to ensure the correct understanding. Fujitsu accepts that
further explanation may be necessary and encourages POL to seek these clarifications.
Fujitsu has endeavoured to ensure that the content of this report is correct as at the date of issue.
This report has been prepared with the input of numerous Fujitsu individuals and attribution of any
statements made in this report should be made to Fujitsu only. In preparing this report, the authors
have collectively characterised and summarised many internal Fujitsu documents. They have abo.
described processes and procedures which have been established over many years and may not be
in written form. Many of the documents, processes and procedures described in this report are
continuously updated and Fujitsu reserves the right to make changes to the way it works in the
ordinary course of its operations and business without obligation to update this document. POL should
verify the position with Fujitsu before relying upon any information or content from this document in
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the future, as well as bearing in mind the requirements set out in “Information Distribution” at Section
9 below.
4 Approach
Fujitsu acknowledges that it is important to measure the service that is being delivered to POL (and
hence to the SPMs). In doing so, Fujitsu can show how well the HNG-X system is working.
The starting point for any consideration of HNG-X should be to look at the wider end-to-end processes
and platforms.
There are some major factors to consider when reviewing the HNG-X services provided by Fujitsu:
e HNG-X is a large and complex IT solution.
e HNG-X is running on aging platforms — many of which are out of manufacturers’ support — and
this is likely to continue until the migration to AWS has completed
« HNG-X is a dynamic system that is subject to continual change.
POL and Fujitsu have worked collaboratively to create the version of HNG-X in use today based on
the POL defined requirements. The management of the HNG-X services provided by Fujitsu is an
ongoing activity and is necessary to keep HNG-X working. Logging and efficiently dealing with issues,
whether identified by pro-active monitoring or by calls from users, helps to remove or reduce the risk
of re-occurrence. Routinely handling issues assists in supporting the capability of the system and
ensures that the contract obligations and SLTs are met. This is described in the Service Delivery
Metrics sections below.
5 Service Delivery Metrics
This section describes 5 areas that comprise the Service Delivery Metrics:
e Operational metrics — the contracted SLTs and the visibility of system activity metrics.
e Service Operations metrics — the contracted service delivery obligations.
e Key Interactions — the numerous interactions (meetings & reports) between POL and Fujitsu
on key topics that review and influence operations.
e The Reports — the 6 Reports delivered to POL (of which this is one) that provide further
insight into Fujitsu's operations.
e Business Continuity — the obligations Fujitsu holds and how they are reviewed.
POL will have access to other data and information, both from their own systems, and those of their
other suppliers, with which to supplement the contents of this report.
5.1 Operational Metrics
Fujitsu system monitoring (via IBM Tivoli software) is constantly checking platform availability and
events. Events are reviewed by Fujitsu SMC and Incidents are raised. Event data is also used to
report on the numerous Service Level Targets (SLTs) stipulated in the HNG-X contract. The monthly
Service Management Review (SMR) meeting report shows Fujitsu's performance against those SLTs
for the current month and prior months.
Appendix A shows extracts from the January 2021 SMR meeting report.
In addition, Fujitsu developed the Horizon Information Centre (HORIce) to enable its specialist support
staff to see more detailed information on how the HNG-X systems are operating.
HORICce receives events from system monitoring tools and also queries the contents of some HNG-X
data stores to obtain helpful information. This allows visibility into the functioning of HNG-X and not
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just whether the system components are operational. Aspects of HORIce are monitored by Fujitsu
SMC who review the information presented and raise Incidents. Although HORIce was developed as
a support tool for Fujitsu specialist support staff, many features have been made accessible to various
personnel in POL. There are currently 238 queries that POL can run to review important metrics
related to HNG-X. POL utilised 66 of the available queries in the month of February 2021. Appendix
B shows the range of queries available to POL. Appendix C shows screenshots from HORIce's
graphical user interface. HORIce provides insight for both POL and Fujitsu into HNG-X with a
combination of near real-time data and historic querying capabilities.
HORIce assists Fujitsu and POL in reviewing and identifying potential issues early so they can be
raised as Incidents and actioned to reduce or remove impact on the systenis performance, availability
or usage, or on branch operations.
5.2 Service Operations Metrics
The Fujitsu service management toolsetis used to record and track Incident, Major Incident, Problem
and Change activities undertaken by Fujitsu. These activities are reported on, and reviewed if
necessary, at the monthly SMR meetings. Important matters are discussed as they occur and do not
wait for the SMR meeting.
5.2.1. Operations Highlights
The SMR meeting report provides an Operations Highlights view showing agreed high-level statistics.
Figure 5.2.1.4 - SMR meeting report — Operations Highlights
SMR PACK January 2021
0 rtaor incident ¥TD
0 ncidents where restence has worked by design and service has continued with minimal impact TO
> 83 opecational changes completed YTD
20 Patches deployed to ve service
10 AV scans completed
-ulnerabilty scheduled scans performed on 389 platforms
internal Pen Tests completes
(0.8¢ walkthroughs and Operation tests completed YID
Percentage of GREEN and RED SlTs by Month
ULUTTUUTT
“February 2020- Bins was un-suspended to early which caused the BM to pas the Bhour period by 1 hour 8 minutes.
It is worth noting that the second bullet refers to “Incidents where resilience has worked by design and
service has continued”. An important feature of any well-designed solution is a degree of automatic
resilience. This Incident count is included to show the number of occasions when HNG-X has
automatically handled an issue and avoided service impact to POL and/or its branch operations.
5.2.2 Incidents
Incident data is presented to show the work of the Fujitsu Major Account Controllers (MAC) &
Operational Business Change (OBC) teams. Significant Incidents are also listed and discussed.
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Figure 5.2.2.A - SMR meeting report - MAC & OBC: Operational Performance
‘SMR PACK January 2021
‘MAC & O0C : Operational Pesformance
Ieoues & Escalations
> Workon-goingo reduce cuscanding ircden: and reece incident with POL ITD
onc
> notsves
iw Laptop on oder by POL, Cure Flic Nave laptop: being cated between Kc
Measure Reference ‘Augen Sep20 0120 Now eco Jana
Incidents wating POL action 20 2 a ie B 20
ale Sesion @ 2 2 3 Ey 2
‘No of Branch changes Proceed 3 % 2 7 Fy 38
No of 0621 Prceised 2 3 @ « o 1
‘08: Not Raqured and Not charged 10 5 16 a cH 0
ejecta nese a a ar EZ a 2
Aged incidents POL Closed Incldents January
Incidents raised by POL relating to Fujitsu’s obligations have averaged 26 per month in the last 12
months. Fujitsu understands that the POL IT Digital Service Desk (ITDSD) receives considerably
more Incidents which are not within Fujitsu’s scope of support to resolve e.g. printer issues. There are
no SLTs for Incident management.
Figure 5.2.2.B — Incidents raised on Fujitsu MAC by POL ITDSD
Incidents raised on Fujitsu MAC by POL ITDSD
80 57 9
60 39-35
40 I 19
20 I I
0 8
oO oO oO cs) o
oP PS SS
PF SC KL Ky
5.2.3 Major Incidents
Major Incidents are also reported and discussed. The following table is taken from the January 2021
SMR meeting report showing Major Incidents during 2020. There were no Major Incidents in January
or February 2021. There have been 8 since January 2020 and all of these have been closed with no
open actions outstanding.
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Figure 5.2.3.A - SMR meeting report — Major Incidents 2020
iirsu SMR PACK January 2021
70
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Comptes
‘svwsomannsaoes I itemet Connectivity issue WREIT 8] 29.98 2020 I 6 6 ° “Version 1.0 ~ published CLOSED.
ssn ‘REL9 20008 2020 * ” “
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‘smasoww ja I 18 102020 and 21 102029 I ig.10.2020I & s 0 Version 3.0 - ‘cuoseD
SiMSOMINRICTS [WIGS TT DORONRP Pronyiwe ['ORTV20R0 6 I « 7 ‘Version 2.0 - pablished aos
5.2.4 Service Dashboard
The Service Dashboard reports on a number of high-level service operations metrics. It shows
Change performance and other agreed service metrics. Customer Satisfaction (CSAT) scores (where
provided by POL) are also shown. When the CSAT scores are provided, the supporting feedback is
reviewed (it is also included later in the SMR report), and where needed, actions are set by Fujitsu.
Figure 5.2.4.4 - SMR meeting report —- Service Dashboard
UNITSU SMR PACK January 2021
Service Dashboard
RC
An expected outcome of OR test
** Overall Operational Service Qt Score{19/20}~ 8.1 (Release & Change and Security scores not provide).
‘Overall Operational Service Q2(20/2) Score — 7.0 (1 Security score not provided),
‘7+ overall operational service G3 (20/21) Score 7.5 (F Service Contimuty scores not provided)
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5.2.5 APPSUP
At POL's request, Fujitsu also performs non-balance impacting actions to make corrections (such as
stock unit associations, emergency branch opening, or monthly tidying of despatch reports) This
requires the temporary assignment of the privileged APPSUP role (see the “RA Report”
COM/MGT/REP/4165). APPSUP is not used to correct branch balance discrepancies or to amend
financial transactions. The use of APPSUP requires the prior approval of POL.
POL have requested Fujitsu to use the APPSUP elevated privilege an average of twice per month
since January 2020.
Figure 5.2.5.A - Extract from the January 2021 Fujitsu Security Report
Date APPSUP I Date APPSUP I Date APPSUP
Us Now rel, requested was Granted revoked
INC4391361 06/01/20 06/01/20 06/01/20
INC4424596 09/01/20 09/01/20 10/01/20
INC4578838 29/01/20 29/01/20 29/01/20
INC4739526 17/02/20 17/02/20 18/02/20
INC4823722 28/02/20 28/02/20 02/03/20
INC4824263 28/02/20 28/02/20 03/03/20
INC4810249 28/02/20 28/02/20 28/02/20
INC4879692 06/03/20 06/03/20 06/03/20
INC5069711 01/04/20 01/04/20 01/04/20
INC5112767 07/04/20 07/04/20 07/04/20
INC5908612 06/08/20 06/08/20 06/08/20
INC5938493 11/08/20 11/08/20 11/08/20
INC5948682 12/08/20 12/08/20 12/08/20
INC5960310 13/08/20 13/08/20 13/08/20
INC5999291 19/08/20 19/08/20 19/08/20
INC6103727 02/09/20 02/09/20 02/09/20
INC6605309 05/11/20. 05/11/20 05/11/20
INC6639576 10/11/20 11/11/20 11/11/20
INC6795573 01/12/20 01/12/20 01/12/20
INC6802704 02/12/20 02/12/20 02/12/20
INC7016469 18/01/21 19/01/21 21/01/21
INC7175823 27/01/24 27/01/21 27/01/21
INC7163052 25/01/21 25/01/21 25/01/21
INC7124061 19/01/21 19/01/21 21/01/21
5.2.6 Horizon Known Errors Review Forum
POL also operate the weekly Horizon Known Errors Review Forum attended by Fujitsu. Incidents (for
which Knowledge Base articles will have been raised) with the following high-level classifications are
presented at the forum:
¢ SPM Financial Impact - entries containing information which has the potential to cause
financial impact to subpostmasters; and
e SPM Experience - entries containing information which has the potential to impact the
subpostmasters’ user experience.
On average throughout 2020, one new Incident per month was raised at the Horizon Known Errors
Review Forum as having the potential to impact branch operations. A number of these were also
outside of Fujitsu's scope of obligations and needed to be addressed by POL or its third party
suppliers.
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5.3 Key Interactions
There are a number of jointly-attended POL-Fujitsu meetings covering a broad array of topics. These
interactions are important. Routinely working well together and acting on actual and/or perceived
issues will help to support the capability of the system. In order to be effective, these meetings should:
* Occur regularly and when scheduled;
¢ Be properly attended;
e Be purposefully chaired;
e Document agreed minutes and actions; and
« Ensure actions are carried out in a timely manner.
A Terms of Reference should ensure that their purpose is clear and that there is limited overlap with
other related meetings. Each meeting should be reviewed against the above proposed criteria (see
Recommendation 1 in Appendix D).
The main touch points are listed below (in no particular order). A joint list should be reviewed and
validated. See Recommendation 2 in Appendix D.
1. ITSCM Progress Management Meeting (formerly Business Continuity Planning Review):
Monthly meeting to address continuity and contingency plaming
2. Horizon Known Errors Review Forum: Weekly meeting to review potentially branch impacting
Incidents
3. Customer Business Impact Forum: Weekly meeting to discuss items that have been identified
at BIF for discussion
4. Patch Approval Board: Monthly meeting to discuss and agree the infrastructure and security
patching actions required
5. Change Advisory Board (formerly Change Process Working Group): Monthly meeting to discuss
changes
Commercial and Relationship Meeting: Monthly meeting to address commercial issues
Cross Supplier Problem Review: Fortnightly meeting to resolve issues that affect multiple POL
suppliers
8. Release Acceptance Meeting (RAM): Per selected release to confirm the requirements have
been met
9. Release Acceptance Board (RAB): Per project release to confirm that both Fujitsu and POL
service organisations are ready for live deployment
10. Acceptance Dispute Board: Ad hoc meeting to consider and resolve RAM/RAB disputes
11. Weekly Priority Meeting: Weekly joint leadership meeting to review priority topics
12. Monthly Risk Review: Monthly meeting to identify and discuss risks
13. Enterprise Architecture Group: Weekly meeting (if needed) to review and approve High Level
Designs and Key Design Decisions
14. Information Security Management Forum (ISMF): Monthly meeting to discuss security related
topics
15. Joint Programme Board: Programme reviews aligned with Release Acceptance Board
16. Demand Planning Forum: Quarterly review of service development plans and high-level
planning assumptions
17. Problem Records Review: Fortnightly meeting to review progress of Problems
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18. Programme Review and Steering Board Meetings: Meeting of senior staff to review activities
for defined programmes (frequency appropriate to programme of work)
19. Service Management Review: Monthly service review meeting to discuss contractual service
performance
20. IT Ops Lead: Weekly meeting for cross supplier service directors to review operational topics
21. OBC19: Weekly meeting to review Post Office Data Gateway activities
22. Customer Service Improvement: Monthly meeting to review SIP actions progress
23. Service Relationship: Fortnightly meeting to discuss updates on issues and hot topics
24. Capacity Operational Review Forum: monthly review with leads from POL Service/Finance &
Telecomms.
Some of the meetings above are contractual so these should be reviewed as a priority. Some of the
meetings above may also be appropriate to add to the contract andso this should also be reviewed.
See Recommendation 3 in Appendix D.
5.4 The Reports
Fujitsu has provided six reports to POL to provide further insight into Fujitsu operations. All six reports
(of which this is one) offer information and recommendations that could be used to improve the ways
of working. The reports are as follows:
1. The SDLC Report — [COM/MGT/REP/4168]
« Explanation of the Software Delivery Life Cycle used for Horizon Applications.
2. The Testing & QA Report - [COM/MGT/REP/4166]
« Explanation of how Testing & QA is performed for Horizon Applications.
3. The RA Report — [COM/MGT/REP/4165]
e Explanation of the various current forms of Remote Access.
4. The BED Report (29 BED AS IDENTIFIED BY FRASER J) — [COM/MGT/REP/4169]
e Areport to Post Office Ltd describing the 29 Bugs, Errors and Defects as identified by
Fraser J.
5. The BED Current Process Report — [COM/MGT/REP/4184]
e A report to Post Office Ltd explaining the current process for the management of
Bugs, Errors and Defects.
6. The HNG-A Robustness (Service Delivery Metrics) Report—- [COM/MGT/REP/4167]
e Explanation of how the delivery of Fujitsu services is measured to support a criteria
based view of HNG-A robustness (this report).
5.5 Business Continuity
The Fujitsu Business Continuity framework outlines the contractual obligations for HNG-X. HNG-X
has been designed and built to meet those Business Continuity (BC) requirements.
«The Business Continuity Framework CCD SVM/SDMW/SIP/0001 describes the contract obligations.
« Anannual BC report is produced — latest is SVM/SDM/REP/4071.
e Anannual Failover & Failback Report is produced — latest is SVM/SDM/REP/4111.
In the final quarter of the year, a review of the calendar year's tests and exercises is held and, based
on feedback from POL, Fujitsu undertakes a planning exercise and circulates a first draft proposal of
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continuity tests due for the following year, allowing POL the opportunity to review and comment where
required.
The forward schedule is then updated to reflect any comments received from POL. The agreed tests
are subject to change based on business demands / calendar contention, BAU operational issues and
Incidents where resilience has been proven.
A review of the previous month, as well as the forward schedule, should be discussed in a formal
monthly review with POL (ITSCM Progress Management Meeting — formerly Business Continuity
Planning Review). The monthly progress report also goes directly into the monthly SMR report for
discussion at the monthly meeting if required. See Recommendation 4 in Appendix D.
Figure 5.5.4 — SMR meeting — Business Continuity
FUIITSU SMR PACK January 2021
ess Continul
Bus
HNG-Branch Database -BDB to BDS in Live January 15th toJan 17th Deferred on 8th Jan 20201 during major CAB discussion last Friday POL requested forthe re time this
exercise.
HNG- Branch Database exercise got New dates 12th And 13th Feb 2021- Fujitsu raised change RequestCHG0216825 and got approval from POL cab.
> HNG-Branch Database BD8 to BDS in Feb 12th and 13th.
> HNG-Business continuity test SAN switch 21st March 2021
> HNG -Central Network-PI1 1NSW201 BC Test 28th March 2021
Work continues on updating 8¢ documents relate to campus failover.
‘Due to Pandemic issue, FJ UK and GDC India team invoked BC plan to work
from home.
B/C plans during january 2021
vy
‘Reason for use of Contingency
17 January 2021 05:00 (178) to 17:00 (188) I __8C Contingency Slot
10% April 2021 10:00 to 17:00 BC Contingency Slot
25% July 2021 13:00 to 17:00 BC Contingency Slot
24 October 2021 11:00 to 17: BC Contingency Test
‘OF HNG-X ACTIVE DATA-CENTRE (IRET1)
S CONTINUITY TEST PLAN
‘SVMISDM/PLA0003 ‘BUSINESS CONTINUITY TEST SCHEDULE ‘APPROVED - revision 3.3
PLANNER,
‘SVA/SDM/PLAIO005 POA LOSS OF HNGXACTIVE DATA-CENTRE I APPROVED - revision 9
(REI 1) BUSINESS CONTINUITY TEST PLAN.
‘SVMISDM/PLAIO006 NG-X CENTRAL HOST SERVER BUSINESS I APPROVED - revision 5
‘CONTINUITY TEST PLAN
‘SVM/SDM/PLAIO007 THNG-X BRANCH DATABASE BUSINESS "APPROVED ~ revision 3
‘CONTINUITY TEST PLAN
The SMR report also includes the forward schedule of tests that are performed every month to
validate conformance to the Business Continuity obligations.
At the end of the calendar year, the 12 reports from the SMR meetings are consolidated into a formal
annual report.
6 Formal Audit Reports
POL commissions an annual ISAE3402 audit as well as quarterly PCI Prioritised Approach audits on
POA. Both audits examine aspects of the scope of this report from slightly different perspectives and
to varying degrees of detail. Furthermore, POA are periodically requested to contribute to internal
Fujitsu corporate audits to support Fujitsu UK in attaining and maintaining a variety of certifications
such as 1S027001, 1SO9001 and 1SO22301.
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7 Conclusions
HNG-X has been built and improved jointly with POL over many years. It is a large and complex IT
solution that integrates with POL and its other third party suppliers. Fujitsu believes that the HNG-X
services it provides are delivered effectively.
Fujitsu consistently achieves its SLT obligations and provides a breadth ofinformation to POL, both at
the SMR monthly meeting and via access to the HORIce platform. Through the consistent delivery of
Incident and Change, and by the effective management of Major Incidents and Problems, Fujitsuand
POL acknowledge issues and aim to resolve them promptly. POL CSAT average scores and
feedback from the POL identified functions required to contribute are consistently above 7 out of 10.
POL ITDSD have raised an average of 26 Incidents per month to Fujitsu in the last 12 months and
one Incident on average per month throughout 2020 was raised at the Horizon Known Errors Review
Forum (and some of these were Incidents that needed to be addressed by POL or its third party
suppliers).
There have been eight Major Incidents since January 2020. All actions arising from Major Incidents
were addressed promptly and none remain outstanding at this time.
The privileged role of APPSUP has been used on average twice per month in the last 12 months to
make POL requested and approved corrections.
The Business Continuity obligations are also regularly tested and the forward planning schedule is
reviewed jointly at the monthly SMR meeting.
There is also an extensive schedule of key meetings which allows POL and Fujitsu to work effectively
together to ensure the HNG-X services are delivered efficiently and that issues and ideas are
addressed.
8 Recommendations
A compilation of recommendations for improvement is contained in AppendixD. The list in Appendix
D collates the various action items into a single list so that POL and Fujitsu can work jointly to act on
these recommendations.
Fujitsu strives for continual improvement and is committed to having an open dialogue with POL on
additional recommendations that can be considered as appropriate.
9 Information Distribution
This report and any enclosed materials (the “Audit Materials”) are being provided to Post Office
Limited (“POL”) pursuant to POL’s request for an audit of the HNG-X services Fujitsu provides (the
“Audit”). The Audit Materials comprise work product prepared by Fujitsu pursuant to requests from
POL. Fujitsu has confined this report to the specific requests from POL and accepts no responsibility
for any other matters. The Audit Materials relate to the current HNG-X environment.
The Audit Materials are confidential and provided to POL for the sole purpose of the Audit. The Audit
Materials may only be shared by POL with KPMG, the external auditors appointed by POL in
connection with the Audit. POL shall take all necessary precautions to ensure that any Audit Materials.
are: (i) not used for any purpose other than the Audit and; (ii) not disclosed to any third party (apart
from KPMG), without Fujitsu’s express consent in writing. In particular, it should be noted that:
(i) the Audit Materials may contain highly confidential and sensitive information which, if
disclosed, is likely to significantly increase the risk of cyber and engineering attacks on the
HNG-X environment;
(ii) the Audit Materials may contain personal data within the meaning of the General Data
Protection Regulation (“GDPR’"); and
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(iii) any system architectural content may be subject to copyright and/or other intellectual property
rights and cannot be shared or disseminated.
Prior to making any permitted disclosure of the Audit Materials (or any part thereof), POL shall provide
Fujitsu with reasonable advance notice of such intended disclosure and shall permit Fujitsu the
opportunity to redact information including but not limited to any privileged information, personal data
and/or other commercially sensitive or proprietary content.
This report refers to various documents that are confidential and internal to Fujitsu. Such confidential
documents are proprietary to Fujitsu and are not intended for sharing outside of Fujitsu. Fujitsu in no
way waives or intends to waive confidentiality in these documents by describing, referring to,
reproducing extracts of, or in any way referencing these documents in this report. Where extracts of
such documents are reproduced in this report, redactions have been applied b protect personal and
sensitive information.
The Audit Materials, or any part thereof, may not be altered or amended without Fujitsu's express
consent in writing. Under no circumstances shall any Fujitsu personnel be named or identified in any
reports or other documents created by POL based on information from the Audit Materials (or any part
thereof). Attribution of any Audit Materials shall be to Fujitsu only.
Unless agreed specifically in writing to the contrary Fujitsu does not accept any duty of care or any
other legal responsibility whatsoever to any person or entity in relation to this Report, any related
enquiries, advice or other work. Any person who receives a draft or copy of this Report (or any part of
it) or discusses it (or any part of it) or any related matter with Fujitsu, does so on the basis that he or
she acknowledges and accepts that he or she may not rely on this Report or any related information
given by Fujitsu for any other purpose.
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Appendix A — Service Management Review Report
Extracts
The following has been extracted from the January 2021 SMR meeting report. This shows the extent
of the Service Level Targets Fujitsu is required to meet as well as demonstrating consistent
attainment of the targets.
Figures A.A to A.E - SMR meeting report extracts
‘SMR PACK January 2021 F BOST.
‘Service Review Book ~ Monthly Charts
“Target I Jann FEOF Mav20" Ap M2 Ju TARDY GRD: I SERRE I OAD NOWTR-DED: "Jane
SUA :
led to Major nda on 05/11/2020 - NCO N90
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SMR PACK January 2021 @
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FUS Trsu SMR PACK January 2021
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Appendix B — POL HORIce Queries
The following list of queries are available to POL as at 8 March 2021. This provides POL with
considerable insight into the areas it has requested to be able to see.
QUERY NAME
QUERY DESCRIPTION
Archived uncashed vouchers
Uncashed vouchers value by accounting period
Archived vouchers all states
Archived vouchers value by accounting period
POR2 archived in range v2
Archived Postal Orders that were archived in the selected date range
POR2 archived on da)
Archived Postal Orders that were archived on the selected day
POR2 Expired vouchers
Postal Orders that have expired including the date they were sold
POR? Total Expired by Date Range
Expired vouchers from the Sale date
APS file schedule
Active client agreements and the days when files are delivered
APS Reconciliation Totals By Value.
30 day APS totals by value
APS Reconciliation Totals By Volume
30 day APS totals by volume
Quarantined APS Transactions
Quarantined APS Transactions in BRDB
Agent to Fi Statistics thr
Display the Network Banking agent statistics for the selected agent for
the last hour from NBX Agent to Fl
Counter toAgent Statistics thr
Display the Network Banking agent statistics for the selected agent for
the last hour from Counter to NBX Agent
NON-TESQA transactions
Transaction which did not complete for selected branch in the selected
period.
NON-TESQA transactions (no PAN)
Transaction which did not complete for selected branch in the selected
period.
Response Code 10
Debit Card Referrals for the selected date
Response Code 56
Banking transactions declined by PinPad before R1
Branch Declaration Events
Cash/stamp declarations and variance check events between two dates
Branch Declaration Events (Live
Standby)
Cash/stamp declarations and variance check events between two dates
Cash History
Increase/decrease in cash holding
Closed Branch Declaration Events
Cash/stamp declarations and variance check events between two dates
Declarations
List all declarations at the branch
Despatch and Exception Reports
List all despatch reports at the branch
Failed User Sessions
List all branches which have a failed user session
Node Removal Check
Check the branch node has no outstanding sessions or recoveries
Opening figures
Branch opening Figures for the given TP_BP and stock unit
Rollover Reports
List all reports at the branch
Rollover Reports (closed branch)
List all reports at the closed branch
Suspense Account
Display the last suspense account details
Total Discrepancies
Check discrepancies accepted in each balance period
Branch Address Search
Search on part of branch name or address
Branch Information
Get Branch Details
Branch Name Search
Search by outlet name
Branch Postcode Search
Search by outlet postcode
Branch Telephone Search
Search by outlet telephone number
Branch Users
List all users at this branch (including any associated global users)
Counter Code Baseline
List the code version running on all counters at the branch
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QUERY NAME QUERY DESCRIPTION
EUM Branch Training Users in Branch
Memos List all memos at the branch for the last 6 months
Postal Barcodes
Daily summaries on a given day
Rep Events Allevents between two dates
Rep Events (Live Standby) Allevents between two dates
Stock Units List all stockunits at the branch
User Sessions (Active)
List active user sessions at the branch
Branch Bank Deposits
Summed Bank Deposits in a specified date range
Branch Change Giving
Summed change giving in a specified date range
Branch Transaction Totals
Read all Serve Customer transactions by terminal type
Closed Branch Session Data
Read all Session data between start and end times
Mails Despatch Status
Find all Despatched and non-despatched Mails status for this office
between start and end dates
NWB Txns
Read all NWB transaction data between start and end times
Pending Transfers
List all pending transfers at the branch
Pouch Despatch Status
Find all Pouch status for this office between start and end dates
Reversal Transactions
Read all Reversal transactions between start and end times
Session Data
Read all Session data between start and end times
Session Data (Cash)
Read all branch cash transactions between start and end times
Session Data (Remittances)
Read all branch remittances between start and end times
Session Data by Node
Read all Session data between start and end times for supplied node
Session Data by Product
Read all Session data and opening balance between start and end
times for supplied product
Session Data with AP and Pan (Faster)
Read all Session data between start and end times
Todays Bureau Transactions
Bureau transactions so far today
Transaction Acknowledgements
Read all Transaction Acknowledgement details
Transaction Corrections
Read all Transaction Correction details
Transfers
List all transfers at the branch
User Reversal Count
Count of reversals by user by mode
HNGA Cert Refresh Count
Count of HNGA Certificate Refresh by day
All Memos (last month)
How many branches have received each memo in past month and how
many branches have then read them
Branch Last Logon
Displays the time a user last logged onto a counter in the specified
branches
Branchs not Rolled for 60 days
All Branches that have not rolled the TP for over 60 days but have
logged on in the last 60 days
Global Users (from BRDB)
List all global users (engineers trainers etc)
HNGA Cert Refresh Counter List
List of HNGA Counter Certificate Refresh
Pouch Delivery
Pouch Delivery for selected delivery day
Pouch Delivery Full
Pouch Delivery for selected delivery day
Subfiles Held
Transaction Acknowledgement Subfiles
Transaction Count Comparison
Daily count of txns by connection type
NB101 Banking total by gateway
NB101 Banking for selected routing gateway on selected da
NB101 Payment total by gateway
NB101 Payment for selected routing gateway on selected day
Active Counters in last 30 min by minute
Active nodes for the last 30 min in 1 minute intervals
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QUERY NAME
QUERY DESCRIPTION
Bureau last hour transaction volumes.
Bureau Transaction Volumes for the last hour in 1 minute intervals
(UTC)
Counter Polling snapshot
Latest counters polling 20 minutes snapshot
Debit Card last hour transaction volumes
DCS Transaction Volumes for the last hour in 1 minute intervals (UTC)
EPOSS last hour transaction volumes
EPOSS Transaction Volumes for the last hour in 1 minute intervals
(UTC)
NWB last hour transaction volumes
NWB Transaction Volumes for the last hour in 1 minute intervals (UTC)
Active Sessions
Logon-Logoff events per 5 minutes
Branch Baskets
A graph of the total branch baskets (sessions) per day
Logoff events Graph
Logoff events per 5 minutes
Logoff events Graph 30min
Logoff events per 30 minutes
Logon events Graph
Logon events per 5 minutes
Logon events Graph 30min
Logon events per 30 minutes
HNG-T transactions today
Read all Session data HiH transactions today
Hourly PayZone Txns Counts Graph
Display the PayZone vend txn counts by hour
Monthly HIH Transactions
Monthly HIH
Payzone Node Info
Get All PZ Node Details
Payzone transactions
Read all EPOS and APS Payzone transactions for the selected day
PayZone Txn Count per 10 min
Transaction count for PayZone branches for 12 hours broken down by
10 minutes
PayZone Txn Value per 10 min
Transaction value for PayZone branches for 12 hours broken down by
10 minutes
Map ALL Branch Product Transaction
‘Combined transactions for Horizon and HiH for the selected product on
the selected day
Map HORIZON Branch Product
Transaction
Transactions for Horizon only for the selected product on the selected
day
Map PAYZONE Branch Product
Transaction
Transactions for PayZone only for the selected product on the selected
day
POL-BSP User Activity
POL BSP team user logon and query count
Receipt and Payments Mismatch 12-Feb-
2021
Accounting node reference data issue
Trading Branches_AM
Trading Branches 0700-1200
Trading Branches _PM
Trading Branches 1200-1700
ALL DRS NB101 reports (from
pbs_status)
All available NB101 reports
BRDB PBS Transactions
Extract from BRDB PBS transaction table
BRDB PBS UNDO Transactions
Extract from BRDB PBS UNDO transaction table
DRS by Status
DRS2 PBS records for a specific status
DRS count by Date and FI
DRS2 PBS records by date and Fl
DRS count by Date for Fl
DRS2 PBS records by date for a selected routing gatewa’
DRS count by Status DRS2 PBS records for a specific status
DRS Daily Files DRS2 PBS daily files and their totals
DRS History DRS2 PBS history records for the selected OTR
DRS NB101 report (from pbs_status)
NB101 report by settlement date
DRS NB101 report with clients (from
pbs_status)
NB101 report by settlement date
ORS OTR status
DRS2 PBS status records for the selected OTR
DRS Status Table
New DRS Proof of concept table
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QUERY NAME
QUERY DESCRIPTION
Available Trading Periods
All available trading periods for branches
Current Branch Trading Periods
List current branch Transaction Periods
Estate Product list
Allactive products
Expected Branch Trading Periods
Expected Trading Periods for all Branches
100 pound declarations
All declarations for 100 pound bank notes
Above 1000 pound unusable declarations
(coins)
All declarations for unusable coins greater than 1000 pounds value
Above 1000 pound unusable declarations
(notes)
All declarations for unusable notes greater than 1000 pounds value
AP Currency SELL transactions over
5000
All AP currency sell transactions over 5000.00 in the selected time
period
ATM sales
Daily ATM sales (product 7748)
Average ATM sales
Average weeks sales through ATM
Branch Bureau match
Calculated balance of Bureau products for POL
Branch Cash match
Calculated balance of Cash balance for POL
Branch Users not mapped to Smart Id
All HUIDs that are configured with a POID
Branch with Local Collect items awaiting
collection
All branches with barcode items awaiting collection including a count of
those more than 45 days old
Branches Not logged on
Branches that have not logged on today.
Branches not using Horizon but Open
Branches that have not logged on today with opening hours
BRS Transaction details for Product and
Business Day
The transactions totals for a selected product and date
BRS Transaction details for Product and
Trading Day
The transactions totals for a selected product and date
BRS Transaction totals by Day (recalc)
The aggregated totals from all branches in BRS for a Trading Day
BRS Transaction totals by Product by
Day (recalc)
The aggregated totals from all branches in BRS by Product by Trading
Da
Bureau Sales and Holding summary
Bureau average sales and stock holding for the estate
Closed Branch Cash match
Calculated balance of Cash balance for POL
Counters Active in Estate
All counter active in the last month
Counters Code Baseline Summary
Asummary of all counter code baselines and their numbers.
Counters Not Communicating
Counters that have not dialed into the BRDB for over 1 hour but has
been active within 1 month
Counters Not Communicating last 12
hours
Lst 12 hours history of counters that have not dialed into the BRDB for
over 1 hour
Counters Not Communicating last 7 days
List 7 days of history of counters that have not dialed into the BRDB for
over 1 hour
Dangerous Goods Details
List Dangerous goods transactions including AP data
Dashboard Counters Not Communicating
Percentage of Counters per branch that have not dialed into the BRDB
for over 1 hour but has been active within 1 month
DCS Response
12 hours of success Bank failed responses or Horizon failed responses
Declare Stock Button Used
Declare Stock button (23) used
Deleted User Account
User accounts deleted in the selected date range
Early Closing Branches
Branches that closed before the office hours
Estate ATM declaration details
ATM declarations for selected week
Estate ATM declaration details 2
ATM declarations for selected week
Estate ATM Declaration reports
Days for which the ATM report has been calculated
Estate ATM Declaration reports 2
Days for which the ATM report has been calculated
Estate Banking Deposits
Banking deposits for the selected day
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QUERY NAME
QUERY DESCRIPTION
Estate Branches
Allopen estate branches with number of counters and kiosks
Estate Bureau match details
Estate Bureau totals
Estate Bureau match reports
Days for which the Bureau report has been calculated
Estate Cash details
Cash balance by branch for selected week
Estate Cash match
Calculated balance of Cash for comparison with POL
Estate Cash match reports
Days for which the Cash match report has been calculated
Estate Change Giving
Summarised Change Giving transactions for the selected day
Estate Cheque match details
Estate Cheque totals
Estate Cheque match reports
Days for which the Cheque report has been calculated
Estate Counter monthly usage detail
Transaction count for each counter in the month selected
Estate Counter monthly usage reports
Months for which the Counter Usage report has been calculated
Estate Declaration Events
Declarations from REP Events for all branches in the time period
Estate Declaration Events 2
Declarations from REP Events for all branches in the time period
Estate Events
Allevents for a specified Eventid between start and end times
Estate Logon and Logoffs
A list of the first logon and last logoff for the select day across the estate
Estate month transactions count pt 1
Estate counters polling status and how many transactions they
completed in the last month
Estate month transactions count pt 2
Estate counters polling status and how many transactions they
completed in the last month
Estate Multiple Declaration Events
Multiple Declarations for all branches in the time period
Estate Packed Pouches
All Pouches with a status of Packed created in the period
Estate PinPad Properties
PinPad properties for each counter configured with a PinPad
Estate Pouch match details
Estate Pouch totals
Estate Pouch match reports
Days for which the Pouch report has been calculated
Estate Pouch reports
Days for which the Pouch Despatch report has been calculated
Estate product sales for a business date
Session data sales for the selected product
Estate product sales for a trading date
Session data sales for the selected product
Estate Stock Unit types
A breakdown of the types of stockunits at each branch
Estate Swipe Fallback
Number of pinpad swipe fallbacks on the selected day
Estate Trading hours
The actual hours against the expected hours
Estate Zero Declaration Events
Zero value Declarations for all branches in the time period
Excessive coins declared
List all branches declaring coins greater than the target quantity
Excessive ETU transactions
Count of ETU transaction by branch today
GlJ - Outstanding Transfers 1
Cash Transfers by branch for 27/03 12/04 26/06
GlJ - Outstanding Transfers 2
Cash Transfers by branch for 2selected date
GlJ - Outstanding Transfers 3
Cash Transfers by branch for selected date
Help Page Access by Page
Combined help page access counts for the selected page
Help Page Access one day
Combined help page access counts for the selected day
Inactive Rollover Events
Inactive Stock unit rollover events between two dates
Incomplete ONCH Sday summary
Branches that have an incomplete ONCH over the last 5 days
Incomplete ONCH Details
Incomplete ONCH report for the selected day
Incomplete ONCH Reports
Days for which the Incomplete ONCH report has been generated
Incomplete ONCH Stock Units
Stock Units that had an incomplete ONCH as of last night
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QUERY NAME
QUERY DESCRIPTION
Long Transfers
Transfers that took a week or more to transfer in
Mails Despatch Search
Find the mails status for a specified Barcode
New HUID accounts
SMART ID HUIDS created on the selected date
Nodes startup and PowerOff events
summary
‘Summary by branch over the last 28 days
Old HUID accounts
HUIDS with no POID mapping
One Day of Transfers
Count of Transfers on the selected day by Branch stock unit, node, user
Orphaned declaration items
Declarations items that should have been archive but remain reported
to POL Cash Centre
Percentage of Branch counters not
comm pie chart
Percentage of Counters per branch that have not dialed into the BRDB
for over 1 hour but has been active within 1 month
Percentage of Counters Not
Communicating
Percentage of Counters per branch that have not dialed into the BRDB
for over 1 hour but has been active within 1 month
Postal Barcode items awaiting collection
Postal items awaiting collection by date range
Pouch Despatch details
Estate Pouch values for the selected period end
Quick balancing declarations
Declarations made with a discrepancy that then balanced perfectly
within a minute.
Smart ID Confirmed identity
Rep events where a user must confirm their identity
Smart ID Curricula and product groups
All products under restricted trading
Smart ID Deny Identity
Rep events where a user denies the identity
Smart ID missing essentials
Rep events where a user has one or more missing essential curricula
Smart ID Prevented Sales
Rep events where a user was prevented from a sale
Smart ID prevented sales 2
Rep events where a user was prevented from a sale
Smart ID Soft Launch Products by
Branch
List all details for this branch
Smart ID to Branch Users mapping
All HUIDs that are configured with a POID.
Smart ID to Branch Users mapping part 1
All HUIDs that are configured with a POID
Smart ID to Branch Users mapping part 2
All HUIDs that are configured with a POID
Smart ID to Branch Users mapping part 3
All HUIDs that are configured with a POID
Smart ID to Branch Users mapping part 4
All HUIDs that are configured with a POID
Smart ID User Curricula expiry part 1
All smart IDs and their curricula dates
Smart ID User Curricula expiry part 2
All smart IDs and their curricula dates
Spoilt label count by branch
Number of spoilt labels form each branch in the selected date range
Stock Pouch Delivery Report
Stock Pouch Delivery for the selected day
Stock Unit Events
Stock unit create/delete events between two dates
Top 100 5-day Transfers
List count of 5-day transfers per branch in last month
Top 100 Transfers in last 30 days
List count of transfers per branch in last month.
Top 30 Pending Transfers
Count pending transfers older than 5 days by branch
Top 30 Pending Transfers (No Crown)
Count pending transfers older than 5 days by branch
Top 30 Pending Transfers by Value
Top pending transfers older than 5 days by value by branch
Top 30 Pending Transfers by Value (no
crown)
Top pending transfers older than 5 days by value by branch excluding
crown offices
TPS Transaction totals by Branch
The aggregated totals from all branches in BRDB (from TPS)
TPS Transaction totals by Branch
(recalc)
The aggregated totals from all branches in BRS
TPS Transaction totals by Product
(recalc)
The aggregated product totals from all branches in BRS
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QUERY NAME QUERY DESCRIPTION
TPS Transaction totals by Trading Day _I The aggregated totals from all branches in BRDB (from TPS)
List transactions for the selected branch and day that were made after
Transactions in wrong BP or TP. the TP/BP rollover
User first logon today First logon of each user today
Counter Reboots during the day - Node summary count of windows Startup Shutdown Poweroff events for
summary the last 48 hours
Slip/Tally printer initialisation failed
events HNG-A counter events for the selected node in last 7 days
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Appendix C — HORIce Screenshots
HORIce is a graphical user interface that allows POL, and Fujitsu, to watch and query HNG-X
activities. The following are some screenshots that can be seen by running some of the queries
shown in Appendix B. Some include explanatory feature descriptions to aid understanding. Many of
the images are intentionally of old data for privacy reasons.
Figure C.A - Live Query
Sexe Ques
Estate Snapshe @ Favourne Quenes
Active COURTS Ay , Poni nt rite mere
acm, min by F a toe wanuacting’ counters each minute for the last 20 mvnutes, Note: The first and last minute may nat
S © Team ours
: totes Foren Ot Pay A)»
Banking (NWO, oe)
“Agent to FI Stati “Momsted Payment Service (275) pking agent statistics for the selected agent for the last hour from NBX Agent to FI.
7 Borin (HES) » Pista ar tae te et rf Rozon ager ancl ae Te ng
8 ae "Petz Snay idence (Seca) soc Shere arena a es ot) oo AP
Branch tats , a]
Cetra THO" anc tanec — F
Al Memos (lat Cone iso santos I Sresenersrrsy
vw ces west ofthe anwar ete
& Estate Snapshot > ransacton Corections
ante +I rant Acedia
Branch Details.
Branch Adress
QQ erreersewes I
Branch Balanct
Branch Deciaran, "Werte #2 brane, ad veranct check events betwedn wo dtes
‘ » fre secaesons, and variance cece events einean to dates. ceed by tock unt. For cash de
S Feisower beg decared i onea:n the compsrzon, cof mato te wre Gedbred he varance
Tra .
Branch
Figure C.B — Live Query — Parameters — Session Data
2
ve Goa. Serioy ce FE I
Dia waaactons por yt vet Kaeh betwen he speci dt rage, Wl recone wil pa of sl sen. Ts nes
{GD corerime, node, journal sequence, session is, ansaction id, product name, quantity and
samp ouput
Session Data: branch 002001
Predefined query
parameters for each query.
Results can be displayed
in the browser
or downloaded as Excel
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Figure C.C — Live query — Results - Session Data
Figure C.D - Dynamic graphs (CAPO)
— = Dynamic graphs
‘Menu listing available ‘live’ graphs
These are dynamic and resizable
Example showing the live data for CAPO service
I AVRIL AAA DASA
[As they ae dymamic ery useful for monitoring I Se eenee :
during outages
fF _ I erento ~
j aad I
L_
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Figure C.F —- Dashboard views
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Figure C.H — Lockdown comparison view
Figure C.J —- Maps
OC
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Figure C.K - Counters Offline
Stop -
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Figure C.N - Heat maps
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Appendix D — Recommendations
A compilation of recommendations for improvement options is contained here. This Appendix collates
the various action items into a single list so that POL and Fujitsu can work jointly to act on these
recommendations.
Fujitsu strives for continual improvement and is committed to having an open dialogue with POL on
additional recommendations that could be further considered where appropriate.
Ref I Recommendation
Review the scope and agenda for the key interaction meetings
Review and consolidate the Fujitsu and POL key interaction meetings lists
Update the contract to include any key interaction meetings currently not captured
POL to update the schedule for the joint ITSCM Progress Management Meeting
POL to identify any additional data that it needs
POL to review SPM training and processes for HNG-X and update if necessary
POL to review its usage of HORIce
NJo}a] a] oof]
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