FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
Contents
Stream 1 - Incident & Problem (links to Peak, Key Meetings & Live Defect Management).
Actions.....
System Changes.
One-Time Actions...
New Ways of Working....
Stream 2 — Use of Peak (3LS, 4LS & Release).
Actions.....
System Changes.
Time Actions.....
New Ways of Working...
Stream 3 — Live Defect Management......
Actions.....
System Changes.
One-Time Actions..
New Ways of Working
Stream 4 — BIF, CBIF, PTF and HDR.
Actions.....
System Changes.
One-Time Actions...
New Ways of Working....
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Document owner: Steve Browell
FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
Stream 1—Incident & Problem (links to Peak, Key Meetings & Live
Defect Management)
o Team — Steve Bansal, Sandie Bothick & Matt Hatch
Actions
System Changes
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
. Wa a Jocal Work trstructi
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pleted 24.07.2024
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Document owner: Steve Browell
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
17. Sandie — we need MAC to ensure that any Peak that is;closed)that has been cloned and for
which continued TfSNow updates are still needed (eg. it is bonded to POL) is sent back to
Peak for the Peak to be reopened. Otherwise the, TfSNow incident will stagnate as no Peak
updates will be received and manual chasing will be needed to get progress updates on the
cloned Peak
Fore ao TH
19. Steve Br - Investigate how Post Office Cloud systems and processes will affect these
processes and ways of working
New Ways ofsWorking
b has been logged-in TSN d- bonded {completed 20.07.2024}
a. Outcome - New HDR report has been produced and will be checked weekly by
Fujitsu MAC. This will be added to the Friday Peak/TfS report
2. Sandie - We need to regularly check
« — that we do not reference KBAs, Peaks or include internal content in TfSNow bonded
Incidents and that the TfSNow Incident contain all relevant content and be a
comprehensive self-contained reference to the status of an Incident. The only Peak
reference that should be added is for defect Peaks (if applicable)
e Incidents are being updated and that we are not using separate emails to share
progress that is not embedded into the Incident updates
e Incident updates are well worded and use language that is understandable to most
readers — challenging and coaching where needed
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FUJ00232733
1J00232733
FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
the current status and the next action on an Incident is clearly stated so any reader is
in no doubt that the Incident is under full control — challenging and coaching where
needed
the Summary field is well worded and understandable by most readers
the relevant open and close categories are being used when handling Incidents —
applying additional caution with bonded Incidents to use the mutually agreed settings
the LiveAffectingDefect Cl is being set for Live Defects
the HDR* Cls are being set by Fujitsu management where applicable (and that the
POL Problem Reference is also added to the Incident)
when an Incident is placed into Suspend as no further Fujitsu action is applicable
then the text of “Please be aware that the incident will automatically, be closed after
10 days if no response is received from you.” has added. After 10 days, these
Incidents should be closed
3. Sandie/Steve Ba — create a process/report to share Incidents and Peaks closed due to
process or user issues with POL monthly to encourage POL to consider system
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
Stream 2 — Use of Peak (3LS, 4LS & Release)
o Team -—Adam Woodley, Tariq Arain, Matt Swain, Tomi Okelola — plus John Simpkins & Mark
Wright
Actions
System Changes
a [POL Probion RedFgjisu Problem Rad
1°C0205314-LST20.94 Proper messages ins to dspay stead of Age! eveus in DCM_UREC.DCM_ CREATE LREC_C4D jo
.C020S403 LST: 20.94: Too may D records in LREC fe
C0208711_ PBS Piot INCS349716: Amex tus nt setled as ewpected when econiing DRS reports
19C0298725 PBS: INC83S4763 (TFSNow) :INCOS88718 Lyd £300 withraval [MCSUK-16376]
« =4s-orappears-to-be; inconsistent with tht d-desi i ificati
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
11. Adam/Steve Ba/Sandie — Peaks closed)as user/process error should be considered along
with TfSNow Incidents closed for the same reasons to provide a monthly report to POL to
recommend enhancements that could avoid the occurrence of the issue
12. Adam/Steve Ba/Sandie — Peaks/Incidents closed as “66 — Final - Enhancement Request”
should also be reported on monthly to#POL to recommend enhancements are submitted to
Fujitsu. KBAs also needs to be updated to show the outcome was that POL need to raise an
enhancement request
13. Adam/Tariq - Manager reports will.need to be created to enable spot checks on Peak data
entry quality and to encourage new habits — fields filled in, fields read well, clones created for
correct situations
44. Sandie/Steve-Ba—SMC need t KBAref es dded_to-the Peak Ref
a.
20. John - Conduct feasibility work to check how Peak extracts can be created — branded,
obfuscated, redacted, exclude Progress updates etc — for potential future sharing
commitments
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
20. Adam — Notify the SSC team and create a process so that Peaks that are cloned that have a
ServiceNow reference cannot be closed by EDSC until the cloned Peak that was created is
also closed or has its Call Type changed to “#”. The original Peak must be kept open until the
cloned Peak is closed and updates must be applied to the original Peak so that the related
TfSNow and ServiceNow Incidents continue to receive updates. We need to agree,
implement and document a frequency for doing this. Is weekly enough? If updates are
demanded more frequently then MAC will be chasing so it will become apparent quite quickly
if higher frequency updates are needed. For Peaks cloned for GDC for GDPR obfuscation
reasons this will only apply up to April 2020 as from that date the original Peak was
obfuscated and a clone was not created
ak m @ ess for newtnc
i Peak that has-the-cont
The original Reak should-then-be-closed-as-it has-b perseded
ig
22. Adam - we need SSC to understand that MAC may reopen Peaks by assigning them back to
the Peak resolver groups to ensure that any Peak that is closed that,has been cloned and for
which continued TfSNow updates are still needed (e.g. it is bonded.to POL) is kept open to
ensure updates continue to be provided. Otherwise the. TfSNow incident will stagnate as no
Peak updates will be received and manual chasing will be needed, to get progress updates on
the cloned Peak
. Steve Br- Investigate how Post Office Cloud systems and processes will affect these
processes and ways of working
e MS mentioned Jira — is this what we are now expected to use? Or is it Peak?
« MW mentioned the new cloud systems will use Jira not Peak
e TAmentioned 4LS do not have access to the POL JIRA system unless in the P2C
team. What are the FJ views and processes around POL JIRA?
orking
New Ways of W
2. Adam/Tariq/Sandie — regular checks should be made to ensure 3LS, 4LS or Architects who
create Peaks in the course of their normal duties that relate to the Live system where POL
should be notified are contacting Fujitsu MAC to raise an Incident and determine how to
ensure the Peak is correctly associated
3. Adam/Tariq—The fields relevant-to Live Defect M ttracki d ti ht
i) 'g- POFHAG-
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
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with TfSNow Incidents closed for the same reasons to send a monthly report to POL to
recommend enhancements that could avoid the occurrence of the issue
14. Adam/Steve Ba/Sandie — Peaks/Incidents closed as “66 — Final - Enhancement Request”
should also be reported on monthly to POL to#ecommend enhancements are submitted to
Fujitsu. KBAs also needs to be updated to show,the outcome was that POL need to raise an
enhancement request
the right-of the listed!Reaks inthe Rel Note-which-creates-an- Excel dsheet-that
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ttached_to the TISNow-Change-ticket (format similarto bel
(Cat References my [POL Probiom Ref su Problem Ref
20.94: Proper messages ls to dispaly stead of Agent ever in DCM_LREC.DCM_CREATE_LREC_C4D jo
'ST: 20:94: Too many D records in LREC fe
PBS Paot INC8349716 : Amex tum not setted as expected when reconciling DRS? reports
PBS: INC83S4763 (TFSNow) :INCO388718 Lloyds £300 withdrawal [MCSUK- 16376]
targeted-at-th d-the-rel dates-to-b Jearly-t I
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20. Matt S — Targeted Releases with no stated deployment date must be reported on and
validated to ensure progress — or the intentional lack of it — is defined by process and cannot
go unnoticed
21.
othe ##LiveAffectingDefect Collection is set
othe “Deferral Agreed” Collection set
The Call Type set to “#” if the Live Defect is confirmed and a fix can be progressed,
or the Call Type set to “L” if the Live Defect still needs further investigation
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FUJ00232733
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
o Target Release Type changed to “Proposed for” for subsequent update via BIF/PTF
co If the deferred Peak has at least 1 of the following attributes (Horizon Defect
Review):
= Affects, or has the potential to affect, branch financial outcomes (add the
“HDR-Fin” Collection)
« Affects, or has the potential to affect, the way a postmaster is required to use
the system (User Interface, Report, Function) (add the “HDR-Exp”
Collection)
= Affects, or has the potential to affect, the experience of a Post Office
customer or client (add the “HDR-Exp” Collection)
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FUJ00232733
FUJ00232733
POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
Stream 3 — Live Defect Management
o Team -— Adam Woodley & Tariq Arain — plus John Simpkins
Actions
System Changes
© f fF & Ff fF S PF
40. John—Add text box tothe Release Mgttab-f h-of BIF-CBIF-and PTF feompleted
44, John Ensure TISNow. ServieeNowsContactN: ible-on-the-defined report
John —Ensure Business Impact field retains its line breaks when extracted i jest
42. p q
dability fcompleted:09.07.2024 usi Excel. workbook-with live Peak look
y-feomp! 07. g iP
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FUJ00232733
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
2 ae
Events triggering presentation of the pop:
The Peak Routing is changed
The Call Type is changed
The Response Category is changed
The ##LiveAffectingDefect Collection is added
The HDR-Fin or HDR-Exp Collections are added
o Pop-up wording:
Is this a Live Defect? — if so, add the ##LiveAffectingDefect Collection
Is the Call Type correct (Live Incident or Defect Identified if applicable)?
Does/could this affect branch operations? — if so, add the, HDR-Fin or
HDR-Exp Collection
Is there a Workaround? — if so, add the Workaround References field
and set it to Yes
Does your last update read well to users not involved,in the Peak
progress?
Have you added a helpful Impact update?
Is the Priority correct?
Are the Product & Product Group fields correct?
Is the Status (Response Category) correct?
till being-i tigated-th t the Call Type-to"L"
. igHavestig YP
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FUJ00232733
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
« Product
, wR PON t al +t textin-the-field. d-COR’ DELETE
to-the-HDR-TeR ifthe tistof HDR+
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i. Root Cause. values need explaining and adding to the Application Support
Strategy document
oe ee
1
6
if
8
13
14
15
16
21
24
26
31
32
33
34
37
38
39
Architecture
Design - Platform Design
Design - High Level Design
Design - System Outline
Development - Build Scripts
Development - Code
Development - Low Level Design
Development - Reference Data
Requirements
Cfg Mgt - Config Data Error
Integration - Build
Test - Test interpretation
Test - Script
Test - Data
Test - Environment
General - Network Change
General - Hardware Fault
General - User Knowledge
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
e« 40 General - User
e¢ 41 General - in Procedure
e 42 Gen - Outside Program Control
e 43 General - Operational Change
e 96 Gen - Investigation On-Going
e 97 General - 3rd Party issue
* 99 General - Unknown
10. Steve Br/Steve Ba/Tariq/Adam/Graham — when the final list of Live Defects is visible,
identify policy statements and decision criteria that can be defined that sees defect Peaks
either closed or actioned where currently they seemyto have stagnated
45, Matt S/James—Populate Release Mgt tab-
17. Si
jteve Br - Agree ayprocess for CBIF Proposal creatio1
20. St Pi aging 3° party Reak h-as-ingi "
24. Steve Bi ge-a-briefing-call- with all relevant ROA gers-to-explain-this-st
22. Steve Br — Investigate implications of Post Office Cloud on ways of working. Check how Live
Defects are being recorded in AWS JIRA and be sure it is aligned to this Live Defect
Management process or that an agreed alternative way of working is defined and agreed at
DE/VP level
New Ways of Working
The identified fields necessary for Live Defect Management must be kept up to date.
1. Adam - Mandate weekly refreshes of Impact field for all HDR- tagged Peaks (and ideally all
##LiveAffectingDefect tagged Peaks)
2. Steve Br/Adam - Implement a management process to check the new fields and ensure they
are correctly used for the next few weeks until habits form — see Appendix A for checks
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
a. Outcome - see Appendix A
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
Stream 4 -BIF, CBIF, PTF and HDR
o Team — Steve Bansal, Sandie Bothick, Adam Woodley, Tariq Arain, Matt Swain, Tomi
Okelola, James Guy — plus cascade to all 3LS, 4LS, and Architects
Actions
System Changes
One-Time Actions
o «BIF
tab forthe Peaks being discussed
4. Tariq/Matt S - identify any documents that refer to BIF that need to be updated (e.g.
Work Instructions)
5. Steve Br — look at amending the BIF references in the contract documents
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
6. James/Steve Br — identify the POL obligations to provide references for rejected
proposals and ensure they are appropriately stored in Peak and on KBAs
7. Steve Br - look at amending the BIF references in the contract documents.
4.
5:
6. Steve Br — look at how.HDR should be referenced in the contract documents
New Ways of Working
o =BIF
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POA Improvements — Streams 1-4
Improved Ways of Working & Actions Required
FUJITSU CONFIDENTIAL — INTERNAL USE ONLY (POA ONLY)
= Create any BIF minutes by using Peak queries that extract the fields required"
o = CBIF
e James - The CBIF representative must record, in Peak on the Release Mgt tab (but
not in the presence of POL), what decisions are made
= The new CBIF date fields (Initial and Completed) will need to be completed
during, or after, the CBIF meeting (not before or it will affect status reporting)
¢ Initial date - will hold the date of the first CBIF the Peak was first
presented at - this value should not change
e Completed date - will hold the last CBIF meeting the Peak was
discussed at — this value will change if the Peak is iteratively
presented for review and it will allow reporting on what was reviewed
at the last CBIF meeting
= The outcome of CBIF discussions should be added to the CBIF text box on
the Release Mgt tab. A concise note is all that is needed. No’need for
separate in CBIF minutes
= If the Peak needs to go back to the Developer then it should be assigned to
the Developer team
= If the Peak can proceed as discussed;then the PTF Action flag will be set
= If the Peak is to be discussed next time (as POL wish to seek wider feedback
within their own organisation) then the PTF Action flag will not be set and this
will cause the Peak to reappear on the weekly report
= CBIF rejections must get a)POL reference which we add to the Peak and
also to the KBA so we know this was a POL decision. The Peak is then
closed with Response “63 -=,Final -- Programme approved - No fix required”
«_. Steve Br/Steve Ba/Adam/Sandie — the meeting needs to be fed with a report shared
in advance for confirmed Live Defects and CBIF updates (potential Live Defects are
updated through the service management toolsets)
e Steve Ba/Adam/Sandie — Incidents in either Peak or TfSNow need to be robustly
managed and management will need to check and coach the teams
« Steve Ba/Adam/Sandie - Incidents tagged with “HDR*” need to be intercepted early
and an alert sent to an agreed distribution list in both Fujitsu and POL
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Page 18 Comments
Browell, Steven, 09/08/2021 03:46 PM