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co Service & Commercial Review ‘
FUJITSU Meetings
Notes and Action Points
19 January 2012
Post Office Attendees: I Fujitsu attendees: Apologies:
Dave Hulbert (DH) Tony Atkinson (TA) Mark Weaver (MW)
Liz Tuddenham (LT) Tim Healy (TH)
Scott Somerside (SS) James Davidson (JD) Guest:
Sue Stewart (SJS) Colin Stretch (CS) Chris Smith - Gartner
Kendra Dickinson (KD) Mark Gordon (MG)
Leighton Machin (LM)
Actions
Date
Raise
d
Action Who
Due Date
Status
87
21061
MTBF
Any outstanding issues preventing POL sign off of
MTBF document?
Update: AJ to arrange a call to discuss.
18/10 - Ongoing - question raised by Liz about
variable prices based on the number of failures
proposed for some items (e.g. Epson printer).
30/11 — Leighton Machin was investigating the
variable prices, Fujitsu to provide a proposal for
discussion.
MG
31/12/20
1
C/F
20091
Risk Register
Produce a document for discussion at the SMR
30/11 — To be produced in the new year (2012)
19/01 — A joint risk register will now be TH
produced and discussed quarterly at this forum.
An agenda item will be added to the February
meeting to produce an outline.
Feb
meeting
C/F
30111
OJEU for frameworks
Investigate whether codes can be provided to
Fujitsu to enable alerts to be sent LT
19/12 — Liz is waiting for codes to be supplied,
however the following information has been
21/12/20
11
Closed
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provided:
- POL currently have an OJEU out for IT
Consulting Services and interested parties
should submit PQQ by midday on 16/01/12
- Royal Mail also have an OJEU for
Consulting Services
- On 03/01/12 POL plan to issue an OJEU for
IT Products (eg: desktop services)
Fujitsu Personnel Changes
Provide an interim structure chart to all POL
13 I 30111 I attendees TA 21/12/20 CIF
3/1 20/12 — A high level chart has been provided, a 11
full one for the account will be sent in the new
year when other changes have taken place
Customer Satisfaction Scorecard
13 I 30111 I Re-define what areas require scoring and what the I TA/S_ I 21/02/20 CIF
4 /1 scoring scale should be Ss 12
19/01 — TA and SS to discuss the proposal
End User Services SLT Escalation
- a Tony J and Liz to discuss the proposal and provide I AJ/LT aes Closed
feedback
Fujitsu Services Financial Growth
“ 301" Provide communications re first 6 months growth GW a 2/20 CIF
for sharing within POL
Fujitsu Cloud Network (Central WAN options)
Hs i Check with Peter Stanley whether Post Office will AJ hae Closed
need the Maidstone DR after the EDG moves
Fujitsu Cloud Network (Central WAN options)
Arrange a session with Peter Stanley, Scott and
14 I 30111 I relevant POL stakeholders to look at service AKIAJ 21/12/20 CIF
2 /1 improvement opportunities arising from Alex's 12
proposals
19/01 — Meeting date to be confirmed
Cloud Network
4 301 " Liaise with Liz to provide a presentation to Post GW a 2/20 CIF
Office on what the Cloud is.
Service Opportunities in relation to the Cloud
14 I 30111 I Network Gw 21/12/20 CIF
4 \1 Talk to Amit and Pete Newsome in preparation for 12
the “service improvement opportunities” meeting
Wireless LAN Concurrency
Raise a ROM to understand the cost of 100%
14 I 30111 I concurrency 21/12/20
8 1 20/12 — A draft has been produced, Scott to SS 12 Closed
finalise
19/01 — ROM raised
15 I 30111 I Monthly Dashboard TA 21/12/20 cl
2 : losed
Oe. Review format and content and provide feedback to 12
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Tony A
20/12 — Add Monthly Dashboard as a standard
agenda item for this forum
30111
Service Improvement Book
Add Alex's Fujitsu Cloud Network proposals to the
book
TA
21/12/20
11
Closed
30111
Service Improvement no. 5 — Further Talk Talk
Migration Batches Scope out how many branches
could be moved and what the costs would be
19/12 — The number of branches in scope has been
emailed to LT, costs still being collated.
20/12 — Ensure Scott S and Mark W are copied into
correspondence
19/01 — CT due to be issued wic 23/01/12
AK
21/12/20
12
C/F
20121
Counter Availability in Critical Period SLA
Verify explanation for SLA failure in November
19/01 — The SLA would have achieved if the printer
calls were removed from the calculation.
TA
21/12/11
Closed
20121
Major Incident 12/12/11
Provide POL with an interim report on the incident,
in particular to understand why the disc did what it
did and why the application continued to work as it
did.
19/01 — Liquidated damages calculation to be
completed to demonstrate the impact
TA
21/02/12
C/F
20121
Postage Labels
- Arrange a “big brain” session between POL,
Fujitsu and Royal Mail to discuss a more
strategic solution
- Prior to this session gather internal feedback
from POL users
MW
31/01/12
C/F
20121
Qos
Produce a proposal for POL (for branch and
counter) detailing what improvements can be made,
what the maximum coverage could be and how it
could be achieved.
AK
31/01/12
C/F
20121
Kingston Upgrade
Clarify why implementation has been delayed to
April and what has caused the delay
19/01 — Pilot is to commence in April, rollout
completion date to be confirmed. It was also
noted that a new router model is now available
which Fujitsu are testing and the savings will be
passed on to POL.
TAA
13/01/12
C/F
20121
Service Improvement Book
Discuss and agree changes to be made in relation
to:
- dates of planned activities on the summary
SS/T
19/01/11
C/F
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- document
-__ tracking and reconciling numbers
Future Meeting Dates
16 I 20121 I Send proposed dates to Liz for consideration in TA 34/12/11 Complete
O54 conjunction with the Exec and Demand Planning d
Forums
16 I 19011 I Service Desk Benchmark
1 (2 Produce a report detailing gaps and opportunities MG 03/02/12
16 I 19011 I Service Desk Benchmark
2 I2 Arrange a meeting to discuss the report w/c 13 Feb Sus o7io2i12
POL Structure charts
son" Provide Fujitsu with the structure charts for IT and We? 10/02/12
Change and Managed Services and Sourcing
16 I 19014 Extended Hours :
4 I2 Confirm what activity is taking place currently and MG 26/01/12
what is planned
16 I 19014 Epson Printer Calls :
5 \2 Send the slide presented at the meeting to POL MG 26/01/12
attendees
Printer labels
16 I 19011 I Gain agreement from the company who print the ss 31/01/12
6 I2 labels to be involved in the improvement activity
work
Rental Agreements
16 I 19011 I Finalise agreements for the extension of the SJS/T 29/02/12
7 I2 Bracknell agreement and the POLSAP Chesterfield I H
agreement
Monthly Dashboard
16 I 19011 I Finalise comments and send to DH for agreement
8 I2 before sending to Liz for onward circulation to the TA 26/01/12
Exec Forum
Future Planning Log
Risk Register To produce a draft joint risk register for February
ongoing update and discussion on a
quarterly basis
E-mail call logging I To discuss progress and identify any TA February
improvement opportunities
Future To agree the way forward LT/TH March
Benchmarking
activity
E-mail call logging _I To review the stats for the first 3 months TA March
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Notes:
Benchmarking
Results of the benchmarking exercise for Service Desk and Branch Network Service were
presented by Chris from Gartner. Results are:
Service Desk Support Services
Price per Contact Handied
Gartner.
Price per Contact Handled
Adjusted Price The target annual price for Fujitsu and Post Office is;
Benchmark £8.27 * £8.27 multiplied by 11,662 monthly contacts and multiplied by 12
‘Average: £841 months = £1,156,982
Maximum: £942
Minimum: £742
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POST OFRCE BRANCH NETWORK SERVICES - Comparison Result
1__Branch Router network £36,094 £39,581 £43,457,
2,8 ADSL - wires only £189,835) £200,116 £209,913 £232,141
2a Small LAN Switches £19,756 £24,271 £24,309 £26,889)
3 VSAT rental/maintenance £41,391 £59,408 £56,831 £62,132)
45,7 ISDN2e rental/maintenance £20,859 £27,244 £27,317 £32,792
6 3G SiMrental/Calls £217,342I £348,891 £331,446 £407,516
9 _ISDN/PSTN ‘poke’ £2,074 £2,279 £2,417 £2,836)
10 _ISDNCalls £4,669 £5,061 £5,266 £6,042)
11 Resilient Branch Interconnects £15,989 £17,742 £18,392 £20,860)
11a_ Inbound ISDN bulk call termination £18,931 £18,931 £18,931 £18,931
12. Network Management Systems £10,548 £11,893 £12,341 £14,135
13. Summary LAN/WAN £19,776 £22,487 £23,336 £26,848)
14. Mobile Van £1,068 £1,201 £1,201 £1,335)
15. Architectural support £14,494 £14,494 £14,494 £14,494
18. _BNS Availability £11,037. £14,386 £14,252 £16,539]
19. GENERAL £40.134 £51,592 £51,272 £59.304)
Total MRC's} £663,997 £857,928 £851,300 £986,252
Total Yearlyj £7,967,960 I£10,295,.140/£10,.215,595/£11,835,019
Actions following presentation of the results are:
Service Desk
e There will be no changes to the Service Desk implemented straight away to ensure the
current service is safeguarded.
e Fujitsu have already commenced looking at the service provided and will analyse the
results to identify options for reducing costs
« Fujitsu will provide a report to Post Office detailing gaps and opportunities by 3 February
2012 (AP161)
Joint meeting to be held w/c 13 February to discuss the report, Sue to arrange (AP162)
Actions and activities to be agreed by the end of February
Branch Network Service
e Jell Layton from Gartner will take Alex Kemp (Fujitsu) through the results to enable a
greater understanding of the costs across the different areas.
POL Business Update
e Dave provided an update on Supplier Frameworks and explained that they will now be
badged as IT Transformation. Fujitsu are already engaged and are aware of the tender
activity which is underway but Dave did ask that Fujitsu let him know if they think POL
are being disjointed in their approach.
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e The POL Board, separate to the Royal Mail Group Board, is now in place with Alice
Perkins as Chair. Structure charts for IT and Change and Managed Services and
Sourcing will be provided to Fujitsu and once a full business structure chart is available
this will also be provided (AP163).
e The Operating Board have been looking at the future strategy for the Post Office and
what needs to be put in place, Fujitsu are already engaged with this eg: extended hours.
Fujitsu Services Business Update
e Fujitsu re-organisation is progressing with alignment to different towers. James will
provide more information once it is available.
e Mark Gordon will be working alongside Tony A, focussing on “hot topic” activity with Tony
focussing on day to day activity until he moves onto a new role.
Service Overview
Noted that there were no items escalated.
Hot Topics
e Major Incident 12/12/11 — the next report is due on 27/01/12 which should be the final
report confirming that everything has been addressed and actions have been taken to
prevent the same issue occurring again.
e WAN Concurrency — ROM has been raised to cost up options to increase the
concurrency rate
e Extended hours — Tony A to confirm what has been put in place and what is being
progressed (AP164)
e MTBF - Mark presented a slide on the Epson Printer calls (which he will circulate to
attendees AP165) and explained that Fujitsu are undertaking a piece of work to look at
how to reduce the volume of calls. Actions are already in place to hold a joint workshop
on this and Scott agreed to arrange for the company who print the labels to also work
with Fujitsu (AP166).
Commercial
e Settlement letter — there is just one query to resolve on this before final agreement
e Baseline — Tim to prioritise getting this finalised now that benchmarking activity has
finished
Finance Deal - POL and Fujitsu are still working through options to finalise this
Rental Agreements — POL would like to extend the rental agreement for desk space in
Bracknell and need to finalise the agreement for Fujitsu desk space in Chesterfield
(POLSAP). Sue and Tim will progress and finalise (AP167).
e Benchmarking -— it was noted that a way forward on Applications benchmarking and
future benchmarking activity needs to be agreed and this will be pursued early March.
Monthly Dashboard
e Itwas agreed that the format of the Dashboard is acceptable. Tony A will finalise the
comments and send to Dave for agreement (AP168) and will then send the final version
to Liz for onward distribution to the Exec Forum members.
e It was noted that the monthly Executive meeting is not taking place in January. The
terms of reference for these meetings is currently being reassessed.
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Service Improvement
e E-mail call logging has now commenced and an agenda item will be added to February's
meeting to discuss progress and improvement opportunities. An agenda item will also be
added to the March meeting to review the 3 month stats.
Date of next meeting: 21 February 2012 (apologies from Mark G as he will not be able to
attend)
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