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SCHEDULE B3.1
HNG-X Services
Version History
Version No. Date Comments
1.0 31/08/06 Agreed version as at date of signature of CCN 1200
4.1 26/09/06 Minor corrections by PO
1.2 11/10/06 Further minor corrections from FS
1.3 07/12/06 Further minor corrections from FS
1.4 19/01/07 Further minor amendments
2.0 25/01/07 Baseline copy of 1.4
3.0 23/02/09 Baseline copy of 2.1
3.1 12/06/09 Applying changes as per CCN 1252a
6.0 06/07/09 Moving all schedules to V6.0 as agreed with Fujitsu
6.1 31/03/10 Applying all changes as per CCN1276a
6.2 01/04/10 Applying changes as per CCN1270
7.0 10/05/10 Moving all schedules to V7.0 as agreed with Fujitsu
8.0 21/02/12 Applying changes as per CCN1306a and CCN1294d
9.0 13/01/14 Applying changes as per CCN1349,1307a,1322b, 1329a and
CCN1400
10.0 10/09/15 Applying changes as per CCN1409a, CCN1418, CCN1419,
CCN1421a and as subsequently amended in this CCNxxxx
and moving all Schedules to V10.0 in accordance with
CCN1506
11.0 31/03/16 Applying changes as per CCN1423c, CCN1500a, CCN1512c,
CCN1600 and moving all Schedules to V11.0 in accordance
with CCN1604
12.0 03/07/17 Applying changes as per CCN1601b, CCN1602a, CCN1609d,
CCN1610, CCN1620c, CCN1621 and moving all Schedules to
V12.0
13.0 Updating as per CCN1612b, CCN1616b, CCN1617a,
CCN1633a, CCN1637b and CCN1644a and moving all
Schedules to v13.0
14.0 20/12/2021 Updating as per CCN1641c, CCN1655a, CCN1669a,
CCN1672a, CCN1700 and moving all Schedules to V14.0
15.0 15/12/2023 Updated as per CCN1725a & CCN1743
Schedule B3.1 Version 15.0
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eRnAt CONFIDENTIAL
IHNG-X SERVICES
1. INTRODUCTION
1.1 This Schedule B3.1 sets out the HNG-X Services that shall be performed by Fujitsu
Services.
1.2 The four Tables in paragraph 2 of this Schedule B3.1 together set out the HNG-X Services
other than the BCSF Service, to be delivered by Fujitsu Services.
1.2.4
Table A contains the Operational Services corresponding to the Operational
Charges Table in Annex B to Schedule D1
Table B contains the Call-Off Services in respect of which additional Charges
are payable when such Call-Off Services are ordered under paragraph 7 of
Schedule D1.
Table C contains the Service Integration Services, the Charges for which are
described within paragraph 8 of Schedule D1.
Table D contains the Third Party Management Services, the Charges for which
are described within paragraph 9 of Schedule D1.
1.3 The columns in the Tables in paragraph 2 of this Schedule set out for each HNG-X
Service, other than the BCSF Service, the following information:
1.3.1 the name of the HNG-X Service;
1.3.2 the CCD(s) containing the Service Description in accordance with which that
service shall be performed prior to the Trigger Event referred to in paragraph
1.3.3;
1.3.3. the event or date identified in the column headed “Trigger Event” at which point
the CCD(s) referred to in paragraph 1.3.2 shall be replaced in relation to defining
the HNG-X Service and the CCD(s) referred to in paragraph 1.3.4 shall come
into effect in relation to defining the HNG-X Service;
1.3.4 the CCD(s) and/or Schedules containing the Service Description in accordance
with which that Service shall be performed after the event referred to in
paragraph 1.3.3; and
1.3.5 a brief description of the HNG-X Service and information (where necessary)
relevant to the Charges.
2. SERVICES
21 Table A: Operational Services
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Operational I Initial CCD —_I Trigger Event I New Brief HNG-X I Brief HNG-X
Service title and CcD/Sched I Service Service
reference ule title and I Description Description
reference within the
Towers Model
1 Service Desk Horizon Trigger Point T2 I Service Desk: I The provision of Expired Service —
Service Systems (Service Desk Service first and second this Service ceased
Helpdesk: Change). Description line support to to be provided by
Service Post Office Fujitsu as of the 2"¢
Description (SVM/SDMISD I Branches and July 2014, with the
(CS/SER/002) 10001) other designated I transfer of
groups through responsibilities for
the provision ofa I the Service Desk
support desk transferring to the
function. Next Supplier on
the 16! June 2014,
2 Not used
3 Operational Operational Commencement I Operational This service This Service
Business Business of HNG-X Business supports physical I supports changes to
Change Change Branch I Project Change changes in Post _I the network, system
(Branch CCDs Workstream X4_ I (Branch Office Branch management and
Change) (HNG-X Change) Infrastructure application
Service Application Service: through the configuration of
Rollout) Service provision of a Post Office
Description range of services. I locations through
The service the provision of a
(SVM/SDM/SD I supports both range of services
10014) planned and
unplanned
changes. The
charge for this
element of the
Operational
Business Change
(Branch Change)
Service is the
fixed charge set
out in Annex B of
Schedule D1.
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4 Data Centre Service Commencement I Data Centre Service for Terminating Service
Operations Description for I of HNG-X Operations managing the — termination by
Service Data Centre Project Service: HNG-X Central Post Office before
Operations Workstream X2_ I Service Infrastructure. 31st March 2023.
Service (Migrate Data Description Service for
(CS/SER/007) _I Centre to HNG- The Data Centre I managing the HNG-
x (SVM/SDM/SD I Operations X Central
Service Configuration). 10003) Service also Infrastructure.
Description for includes the
the SAP Hosting POLSAP. If the circumstances
Service Services. set out in paragraph
(CS/SER/022) 6.1 of Schedule D1
Ifthe arise, Post Office
circumstances set I shall pay additional
out in paragraph I Operational
6.1 of Schedule I Charges for the
D1 arise, Post Data Centre
Office shall pay Operations Service
additional to Fujitsu Services.
Operational
Charges for the
Data Centre
Operations
Service to Fujitsu
Services.
The POLSAP
elements of this
Service shall form
part of the
POLSAP Service
with effect from 1
April 2014.
5 I Branch Not applicable I This Service has I Branch Service for Service for
Network no predecessor I Network: managing and conte
Service and shall be Service supporting the Branch Telecom
applicable from I Description Branch Telecom —_I infrastructure.
Trigger Point T1 Infrastructure. Expiring Service
(Amendment (SVM/SDM/SD (expiry date is 31%
Date) 70011) March 2018, it shall
not have the right of
a mini extension).
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6 Central Not applicable This Service has I Central Service for Terminating Service
Network no predecessor I Network managing and — termination by
Service and shall be Service: supporting the Post Office before
applicable from Service Central Telecom 31st March 2023.
Trigger Point T1 I Description Infrastructure. Service for
(Amendment managing and
Date) (SVM/SDM/SD supporting the
10012) Central Telecom
Infrastructure.
7 I Systems Service Commencement I Systems Event Event management
Management Description for of HNG-X Management management and I and software
Service Systems Project Service: software distribution
Management Workstream X4 I Service distribution services.
Service (HNG-X Description services.
(CS/SER/008) Application
Rollout) (SVM/SDM/SD
10006)
8 Reference Fujitsu Services I Commencement I Reference Service for the Service for the
Data / Post Office Ltd I of HNG-X Data management of management of
Management _I Interface Project Management I Reference Data. I Reference Data.
Service Agreement for Workstream X4__I Service:
Operational (HNG-X Service
Business Application Description
Change - Rollout) (SVM/SDM/SD
Reference Data 10013)
(CS/PRD/058)
Fujitsu
Services / Post
Office Ltd
Interface
Agreement for
Operational
Business
Change -
Reference
Data
(CS/PRD/058)
9 I Third Line Service Commencement I Third Line Service for the Service for the
Software Description for I of HNG-X Support diagnosis of new I diagnosis of new
Support Third Line Project Service: software Incidents I software Incidents
Service Software Workstream X4_ I Service occurring in occurring in
Support ServiceI (HNG-X Description
(CS/SER/009),
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subject to the Application (SVM/SDMSD I Branches and the I Branches and the
proviso that Rollout) 10004) Data Centre. Data Centre.
Fujitsu Services
shall not be
obliged to
provide Third
Line Software
Support
Services in
respect of
Configured POL
FS or the SAP
Loading
Applications.
40 I Management I Management Commencement I Management I The Service The Service
Information Information of HNG-X Information provides a provides a
Service Service: Service I Project Service: mechanism for the I mechanism for the
Description Workstream X4__I Service reporting and reporting and
(CS/SER/015) I (HNG-X Description publishing of publishing of Fujitsu
Application Fujitsu Services’ I Services’
Transaction Rollout) (SVM/SDM/SD I achievement of achievement of
Benchmark /0016) Service Levels Service Levels and
Service: Service and Service Level I Service Level
Description Targets. The Targets. The service
(CS/SER/010) service also also provides data
provides data for I for the settlement of
the settlement of liquidated damages,
liquidated and provides a
damages, and vehicle for the
provides a vehicle I request of
for the request of I information
information regarding data
regarding data captured on the
captured on the HNG-X Service
HNG-X Service Infrastructure.
Infrastructure.
The Management
The Management I Information Service
Information also includes:
Service also
includes: The Transaction
Benchmarking
The Transaction Service.
Benchmarking
Service.
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11 I Service Service Commencement I Service The objectives of The objectives of
Management I Management of HNG-X Management I the Service are to_I the Service are to
Service Service: Service I Project Service: monitor, manage I monitor, manage
Description Workstream X4 I Service and maintain the and maintain the
(CS/SER/014) (HNG-X Description delivery of the delivery of the
Application (SVM/SDM/SD I Operational Operational
Horizon Rollout) 10007) Services. Services.
Capacity
Management This Service also This Service also
and Business includes: includes:
Volumes
(PA/PER/033) The Capacity The Capacity
Management Management
Service Service
The Release The Release
management management
service. service.
12 I Reconciliation I On Line Commencement I Reconciliation I This Service This Service
Service Services of HNG-X Service: provides end-to- provides end-to-end
Reconciliation & I Project Service end reconciliation I reconciliation and
Incident Workstream X4__I Description and incident incident
Management (HNG-X (SVM/SDM/SD I management management
(NB/PRO/002) I Application 10015) procedures procedures required
Rollout) required to to investigate,
On Line investigate, report I report and resolve
Services Data and resolve reconciliation and
Reconciliation reconciliation and I business incidents.
Service business
(CS/SER/018) incidents.
APS
13 I Security Service Commencement I Security This Service This Service
Management Description for of HNG-X Management provides a wide provides a wide
Service the Security Project Service: range of security range of security
Management Workstream X4_ I Service related activities related activities
Service (HNG-X Description required for ISO required for ISO.
(CS/SER/016) I Application 27001 27001 compliance.
Rollout) (SVM/SDM/SD I compliance.
10017)
14 I Application Not applicable I This Service has I Application Service provides I Service provides
Support no predecessor I Support support for support for software
Service and shall be Service software and and system errors
(Fourth Line) applicable from I (Fourth Line): I system errors which cannot be
Trigger Point T1 which cannot be resolved by the
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(Amendment Service resolved by the Third Line Software
Date) Description Third Line Support Service.
Software Support
(SVM/SDM/SD I Service.
10005)
15 I CMTService I Not applicable I This Service has I Communicatio I Service provides a I Expiring Service
no predecessor I ns value add function I (expiry date is 31%
and shall be Management above the March 2018).
applicable from I Team: Service I standard incident
Trigger Point T1 I Description and problem
(Amendment management
Date) (SVM/SDMISD I service provided
10019) by the Service
Desk and the
Service
Management
Service.
16 I Branch Not Used Ceased to be Ceased to be Ceased to be Ceased to be
Network provided at provided at provided at provided at Trigger
Resilience Trigger Point 6 Trigger Point 6 I Trigger Point 6 Point 6”
Service
17 I Salesforce Not applicable I 15" August Salesforce The provision of _ I Expired Service -
Support 2012 Support support services I this Service ceased
Service Service for elements for to be provided by
Service the two instances I Fujitsu Services as
Description of Salesforce of 23.59 on the 31%
(SVM/SDM/SD I within the Finance I March 2016
11977) Specialists
Salesforce
Solution and the
Stakeholder
Salesforce
Solution.
18 I POLSAP. Not applicable 48 April 2014 POLSAP The provision of
Hosting Hosting hosting by Fujitsu
Service Service Services. Expired Service -
Service this Service ceased
Description to be provided by
Fujitsu Services on
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(SVM/SDM/SD the 13" March
1/2191) 2019
19 I POLSAP Not applicable I 4° April 2014 POLSAP The provision of I Expiring Service
Applications Applications the POLSAP this Service ceased
Support Support applications to be provided by
Service Service supported by Fujitsu Services as
Service Fujitsu Services. of 23:59 on the 4"
Description October 2016
(SVM/SDM/SD
12306)
Withdrawn
20 I Credence/ Not applicable I 1 April 2014 Credence The provision of _ I Expired Service —
MDM Service /MDM Service I the this Service ceased
Service Credence/MDM__I to be provided by
Description application hosted I Fujitsu as of the 31%
and supported by I March 2016
(SVM/SDM/SD I Fujitsu Services.
12192)
21 I P2Pe Asset Not applicable 418‘ September P2Pe Asset The provision of a_I The provision of a
Management 2019 Management PIN Pad asset PIN Pad asset
Service Service: tracking service tracking service that
Service that supports supports P2Pe and
Description P2Pe and maintains the chain
maintains the of custody of
(SVM/SDMISD I chain of custody Registered PIN
13756) of Registered PIN I Pads within the
Pads within the Post Office
Post Office
22 I Payment and Not applicable This Service has I Schedule I6-— I Service for Service for
Banking no predecessor I Payment and managing and managing and
Service and shall be Banking supporting the supporting the
applicable from Service: provision of debit provision of debit
28" June 2021, I Service and Credit Card and Credit Card
Description Payment and Payment and
Banking Banking
Transactions, Transactions,
processed by processed by
Fujitsu Services’ Fujitsu Services’
sub-contractor sub-contractor
Ingenico using Ingenico using their
their PCI PCI accredited
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accredited Payment and
Payment and Banking System.
Banking System.
2.2 The Table B Call-Off Services:
Call-Off Initial CCD Trigger Event New Brief HNG-X Service
Service title and CcD/Schedule Description
reference title and
reference
1. I Operational Operational Commencement I Operational collection of services which
Business Business of HNG-X Business Change I can be procured by Post
Change Change Project (Branch Change) I Office in relation to changes
(Branch Branch CCDs Workstream X4__I Service: Service to the network, system
Change) (HNG-X Description management and
Service Application application configuration of
Rollout) (SVM/SDM/SD/0 I Post Office locations.
014)
The charge for this element
of the Operational Business
Change (Branch Change)
Service is the variable
charge referred to in
paragraphs 7.1 of Schedule
D1.
2. I Message Message Commencement I Message The service enables Post
Broadcast Broadcast of HNG-X Broadcast Office to communicate
Service Service: Project Service: Service directly with Branches for
Service Workstream X4_I Description the purpose of issuing
Description (HNG-X instructions, advice, or
(CS/SER/004) I Application (SVM/SDM/SD/0 I information urgently.
Rollout) 018)
3. I Training Counter This service This service will Service to upgrade
Counter Training shall cease to be withdrawn software in the Post Office
Update Service I Offices be provided at after its Trigger estate of training and
Strategy Trigger Point T5 I Event demonstration counter
(IM/STR/056) (Data Centre positions.
Ready for HNG-
X).
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Call-Off Initial CCD Trigger Event New Brief HNG-X Service
Service title and ccD/Schedule Description
reference title and
reference
4. I PODG Client Data Centre Service gives Post Office
eee ReSend Operations the ability to request that
Service: Service I files transferred to a Post
Description Office Client from PODG
including AP Client
Annex A Transaction files that are
within thirty days of the
(SVM/SDM/SD/0 I original receipt of the file by
003) PODG are resent to the
Post Office Client.
5. I Client Take-On I Service Commencement I Reference Data I Service allows the
Service peveription for of HNG-X Management automated payments
Take-On Project Service: Service I service to be changed by
Service Workstream X4__I Description the addition, modification or
(CS/SER/011) I (HNG-X removal of APS Clients and
Application Annex A Services for APS Clients
Rollout) where the change does not
(SVM/SDM/SD/0_ I require a new interface
013) connection.
6. I AP Client Service Commencement I Reference Data I Service allows Post Office
Aoreorent ecrption for of HNG-X Management to request from a range of
Change Delivery Project Service: Service predefined changes to the
Service Agreement Workstream X4 I Description live delivery agreement for
Change (HNG-X an APS Client.
Service Application Annex B
(CS/SER/012) Rollout)
(SVM/SDM/SD/0
013)
7. I Horizon Icon Icon Business I This Service This service will Service for the provision of
Service Change CCDs I shall cease to be withdrawn new icons.
be provided at after its Trigger
Trigger Point T6 I Event
(Counter
Application
Rollout
Complete)
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Call-Off Initial CCD Trigger Event New Brief HNG-X Service
Service title and ccD/Schedule Description
reference title and
reference
8 Receipt Not applicable I This Service has I Receipt Template I This service applies to
Template no predecessor I Service: Service I Horizon only and would
Service and shall be Description need updating for HNG-X
apnlicable rom (SVM/SDM/SD/0
022)
9 Penetration Not applicable I Purchase Order I Service Process support involving
Testing Management an active analysis by
Service Fujitsu Services Limited of
Description the system for any potential
(SVM/SDM/SD/0 I vulnerabilities
17)
10 I PODG Client Not Applicable I This service has I Data Centre Acollection of services
Connection no predecessor I Operations which can be procured by
Service Service: Service I Post Office in relation to
Description changes to existing PODG
data transfer services or
Annex C introduction of new PODG
data transfer services.
(SVM/SDM/SD/0
003)
11 I Training Not Applicable I This service has I Service Aservice to fulfil Requests
Controls no predecessor I Management to Disable Training Controls
Disablement Service: Service and Requests to Re-Enable
and Re- Description Training Controls when
Enablement requested by Post Office.
Service
Annex D
(SVM/SDM/SD/0
007)
2.3 Table C: Service Integration Services
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Service Initial CCD Trigger Event New Brief HNG-X Service
Integration title and CCD/Schedule Description
Service reference title and
reference
1. I Superstock Ceased to be I Ceased to be Ceased to be Ceased to be provided
Service provided from I provided from provided from I from 30" June 2012
(Ceased to be I 30" June 30" June 2012 I 30" June 2012
provided from I 2012
30" June
2012)
24 Table D: Third Party Management Services
Name of Initial CCD Trigger Event New Brief HNG-X Service
Third Party title and CCD/Schedule Description
reference title and
reference
1. Not applicable I This Service shall I Third Party This service will include a
be applicable Management description of the third party
from Trigger Service: Service I management service.
Point T1 Description Initially this row is left blank
(Amendment because there is no third
Date) (SVM/SDM/SD/0 I party management service
021) as at the Amendment Date.
3. STRUCTURE OF SERVICE DESCRIPTIONS
3.1 With the exception of any new BCSF Service (which shall be dealt with under paragraph
4 of Schedule B3.2), if any other new HNG-X Services are introduced under the Change
Control Procedure these will be added to the appropriate Table in paragraph 2 of this
Schedule B3.1 and CCD(s) shall be produced in relation to such new Services that
contain at least the following information:
3.1.1 service summary;
3.1.2 service definition;
3.1.3. service availability;
3.1.4 service level targets and remedies;
3.1.5 service limits and volumetrics;
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3.1.6 reference to associated Charges (where necessary) within Schedule D1;
3.1.7 dependencies and interfaces to the Operational Services;
3.1.8 Post Office dependencies and responsibilities (if any);
3.1.9 business continuity; and
3.1.10 the documentation set supporting the Service.
4. ASSOCIATED DOCUMENTS
441 The following CCDs are associated with this Schedule B3.1:
1 CS/SER/002 Horizon Systems Helpdesk: Service
Description
2 CS/SER/007 Service Description for Data Centre
Operations Service
3 CS/SER/022 Service Description for the SAP Hosting
Service
4 CS/SER/008 Service Description for Systems
Management Service
5 CS/PRD/058 Fujitsu Services / Post Office Ltd Interface
Agreement for Operational Business Change
- Reference Data
6 CS/SER/009 Service Description for Third Line Software
Support Service
7 CS/SER/015 Management Information Service: Service
Description
8 CS/SER/010 Transaction Benchmark Service: Service
Description
9 CS/SER/014 Service Management Service: Service
Description
10 PA/PER/033 Horizon Capacity Management and
Business Volumes
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1 NB/PRO/002 On Line Services Reconciliation & Incident
Management (to be renamed On-Line
Reconciliation Incident Management)
12 CS/SER/018 On Line Services Data Reconciliation
Service
13 Not Used Not Used
14 Not Used Not Used
15 CS/SER/016 Service Description for the Security
Management Service
16 Not Used
17 CS/PDN/015 Operational Business Change — Branch,
Service Descriptions and Schedule of
Service Prices
18 Not Used Not Used
19 CS/SER/004 Message Broadcast Service Description
20 IM/STR/O56 Counter Training Offices Strategy
21 Not Used Not Used
22 Not Used Not Used
23 Not Used Not Used
24 CS/PDN/018 Horizon Icon Service Description
25 Not Used Not Used
26 SVM/SDM/SD/0001 Service Desk: Service Description
(Expired as of 2" July 2014)
27 Withdrawn in CCN1616b
28 SVM/SDM/SD/0014 Operational Business Change (Branch
Change) Service: Service Description
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29 SVM/SDM/SD/0003 Data Centre Operations Service: Service
Description
30 SVM/SDM/SD/0011 Branch Network: Service Description
31 SVM/SDM/SD/0012 Central Network Service: Service Description
32 SVM/SDM/SD/0006 Systems Management Service: Service
Description
33 SVM/SDM/SD/0013 Reference Data Management Service:
Service Description
34 SVM/SDM/SD/0004 Third Line Support Service: Service
Description
35 SVM/SDM/SD/0016 Management Information Service: Service
Description
36 SVM/SDM/SD/0007 Service Management Service: Service
Description
37 SVM/SDM/SD/0015 Reconciliation Service: Service Description
38 SVM/SDM/SD/0017 Security Management Service: Service
Description
39 SVM/SDM/SD/0005 Application Support Service (Fourth Line):
Service Description
40 SVM/SDM/SD/0019 Communications Management Team
Service: Service Description
41 SVM/SDM/SD/0018 Message Broadcast Service: Service
Description
42 Not Used Not used
43 SVM/SDM/SD/0021 Third Party Management Service: Service
Description
44 Not Used
45 BD/AIS/001 PostShop Data to ISA AIS
46 SVM/SDM/SD/0022 Receipt Template Service: Service
Description
47 Removed Removed
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48 SVM/SDM/SD/1977 Salesforce Support Service Service
Description
49 Not Used Not Used
50 Not used Not used
51 SVM/SDM/SD/2192 Credence/MDM Service Service Description
42 The following CRDs are associated with this Schedule B3.1:
Document Reference Document Title
4 Withdrawn by CCN1743
Schedule B3.1 Version 15.0
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