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Document Title:
RECONCILIATION SERVICE: SERVICE DESCRIPTION
Document Reference: SVM/SDM/SD/0015
Release:
Abstract:
Document Status:
Author & Dept:
Release Independent
Fujitsu Services will provide a Reconciliation Service to ensure
financial integrity across all Transactions processed through the
HNG-X System.
APPROVED
Phil Boardman, Fujitsu Service Architect;
External Distribution: As reviewer and approver lists
Information
Classification:
See section 0.8.
Approval Authorities:
Name Rol ate
Rajiv Rathod Post Office: Head of IT Contract See Dimensions for record
Management
Steve Bansal Fujitsu: Senior Service Delivery See Dimensions for record
Manager, Post Office Account
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ON/0001) for guidance on who should approve.
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‘ion Service: Service Description
0 Document Control
0.1 Table of Contents
Q@ DOCUMENT CONTROL
0.
0.1 Table of Contents
0.2 Document History
0.3 Review Details .
0.4 Associated Documents (Internal & External,
0.5 Abbreviations
06 Glossary
o7 Changes Expecte:
0.8 Information Classi
ion:
4 SERVICE SUMMARY
9
ion...
2.1.1 Removed by CCN1747
4.2 APS Reconciliation ..
2.1.3 Banking & Related Services Reconciliation .
2.1.4 — Reconciliation and Incident Management
2.15 Service Management...
2.1.6 Notes on Reconciliation with CFS
2.2 Service Availability.....
-3 Service Levels and Remedies
General Principles
Service Level Reli
Rectification Pla
Service Levels for which Liquidated Damages Apply ..
Service Levels for which Liquidated Damages Do Not App!
Operational Level Target:
Performance Metrics
. Design Targets..
ervice Limits and Volumet
6.4 Operational Fixed Charge...
Operational Variable Charge
Additional Operational Variable Charge
1 The Third Line Support Service
7.2 Removed by CCN1747.......
7.3 The Management Information Service 18
7.4 The Security Management Servic 18
75 The Service Management Service 18
Business Incidents
2
2
2.
2.8 Post Office Dependencies and Respons'
2 .
2 ETU Transactions
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2.9 Business Continuity...
1 DRS Client Application
2 Failover Timescale
Testing
2.40 Documentation Set Supporting the Service
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0.2 Document History
Version Date Summary of Changes and Reason for Issue
No.
Reference
1.0 31/08/06 Agreed
1.4 27/10/2008 Review: change of Document Owner
2.0 14/07/2009 Updated following feedback and Agreed
2.1 29/09/2010 Removed references to SVM/SDM/SD/0020 being
aCCD. New template applied.
2.2 15/11/2010 Removal of reference to EF/SER/001 in section
2.3.4.12; replacement of EF/IFS/002 by
DES/APP/AIS/0009.
3.0 01/12/2010 Approval version
3.1 06-Feb-2012 Updated to fulfil the requirements of SER-2627
3.2 08-Feb-2013 Full document review
3.3 09-Oct-2013 Corrections and clarifications as noted. Additions I CCN1200
to Glossary where relevant to other changes. CCN1270
Changes as a result of HNG-X Release 1,
POLSAP, Merchant Acquirer, PCI, as noted. CCN1316
Name changes: Alliance & Leicester to
Santander, ETU to Epay, “Debit and Credit card”
to Global Payments Inc.
4.0 03-Dec-2013 Approval version
44 07-Nov-2019 Updated following the replacement of POLSAP CCN1655
with the Core Finance System (CFS)
4.2 02-Dec-2019 Revised first sentence of 2.1.6 following review by I CCN1655
Post Office Ltd.
5.0 03-Dec-2019 Approval version
5.1 9-Apr-2020 Subsume legacy APS and TPS Functionality into CWO0189a
the Branch Database (Release 20.45)
5.2 27-Apr-2020 Correction to above revisions following Fujitsu CWO0189a
review CCN1669
6.0 3-Jun-2020 Add Routing Gateway to section 0.6.
Clarifications in sections 2.1.3.1 and 2.1.3.9
following Post Office comments.
Approval version
6.1 05-Aug-2021 Amendments as specified to be made on CCN1676a, after
agreement of CCN1676a prior to Trigger Point PBS3
PBSS to 0.6; 2.1.3.7; 2.1.3.8; 2.3.4.2; 2.3.4.11;
2.3.4.12.
Amended 1.1 and 1.2 to remove references to CCN1678
Branch and Central Infrastructure.
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Version Summary of Changes and Reason for Issue Associated Change -
No. CP/PEAK/PPRR
Reference
6.2 08-Oct-2021 Corrected error at 2.1.3.7.(c) by adding 4) EPA
files from Amex.
Updated Post Office reviewers.
7.0 07-Jun-2022 Sally Rush replaced Dan Addy as POL reviewer.
References to “Global Payments UK” made
consistent throughout.
Approval version.
7A 18-Nov-2022 Updated including changes agreed to be made CCN1676a, after
after Trigger Point PBS5 by CCN1676a PBS5
7.2 31-Aug-2023 Updated including changes agreed to be made by I CCN1725a
CCN1725a
7.3 25-Jan-2024 Updated with review comments from v7.2 and to CCN1747
make changes agreed via CCN1747
8.0 12-Feb-2024 Approval version
0.3 Review Details
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory reviewers
shown in the matrix for the document type you are authoring.
Review Comments by :
Review Comments to ~land POA Document Management
Mandatory Review
Role Name
Post Office: Head of IT Contract Management Rajiv Rathod <"
Post Office: Horizon Service Lead — Horizon & Martin Godbold <
GLO
Post Office: Lead Solution Architect Bob Booth +
Post Office: Horizon Chief Architect Sally Rush +
Fujitsu Services: Commercial Manager Helen Venters
Senior Service Delivery Manager Steve Bansal
Fujitsu Services: Business Architect Pete Jobson
Fujitsu Services: Service Architect Phil Boardman
Fujitsu Services: MAC & OBC Branch Change Sandie Bothick
Team SDM
Role Name
Post Office: IT Document Specialist Steven Vouthas +~
Fujitsu Services: Document Manager Matthew Lenton
Fujitsu Services: SSC Manager Adam Woodley; SSC Duty Manager
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I Fujitsu Services: Information Security Management I Farzin Denbali; Chris Stevens I
ued for Information — Please r
istribution list to a minimum
Position/Role Name
Fujitsu Services: Acceptance Manager Steve Evans
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Ver Date Title Source
n
PGM/DCM/TEM/0001 (DO POA HNG-X Generic Document Template Dimensions
NOT REMOVE)
SVM/SDM/PRO/0012 Reconciliation and Incident Management - Dimensions
Joint Working Document
SVM/SDM/SIP/0001 HNG-X Business Continuity Framework Dimensions
SVM/SDM/PLA/0001 HNG-X Support Service Business. Dimensions
Continuity Plan — Joint Working Document
SVM/SDM/SD/0020 End to End Reconciliation Reporting Dimensions
SVM/SDM/SD/0007 Service Management: Service Description Dimensions
SVM/SDM/PRO/0018 POA Incident Management Procedure Dimensions
SVM/SDM/PRO/0025 POA Problem Management Procedure Dimensions
ET/IFS/001 Application Interface Specification: Horizon I Dimensions
to E-pay
Unless a specific version is referred to above, reference should be made to the current approved
version:
0.5 Abbreviations
s of the documents.
Abbreviation Definition
BIM Business Incident Management
ccD Contract Controlled Document
CFs Post Office Ltd’s Core Financials System
DBTN Disputed Banking Transaction Notice
Dacc Debit and Credit Card
DRSH Data Reconciliation Service Host
EBBT Enquiry Based Banking Transaction
EPAY Electronic Top-up
MA Merchant Acquirer
MER Manual Error Report
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Abbreviation
Definition
MoP Method of Payment
OLT Operational Level Target
SLT Service Level Target
SRB Service Review Book
0.6 Glossary
Term
Definition
Banking & Related
Services Report Set
DRS Reports
Banking & Related
Services Transaction
A transaction appearing on the DRS Reports
Business Incident
Any exception reported via NB102 or via the HSD requiring investigation and the
provision of corrective information to allow Post Office Ltd to settle or reconcile. A
Business Incident relates to the ‘Symptom’ and not to the root cause of the
exception.
Credence
Post Office Ltd. Management Information Service
Customer Critical
Exception
A Priority Exception (see below for definition) where Fujitsu have received a DBTN,
(see below for definition).
Disputed Banking
Transaction Notice
Where Fujitsu has received notification from Post Office Ltd via the Enquiry Service
following a query by the ‘End’ customer relating to the state of his / her account.
Enquiry Based Banking
Transaction
Where Fujitsu has received notification from Post Office Ltd via the HSD wishing to
query a particular transaction.
Exception Types
Within ail reports the ‘Exceptions’ category will include:
‘Incomplete States’, ie. those transactions where one or more transaction
component is missing — a C4 without a C12 etc
Genuine exceptions where transaction components belonging to the same high
level transaction have been exceptioned, e.g.. C12 (amount) not = to C4
(amount) etc.
Measurement Period
Expiry Date
The date falling 6 months after the date upon which the Debit Card conditions are
satisfied in respect of the first location in which Debit Card conditions are introduced
Priority Exception
An exception reported within NB102 section 5 relating to an unmatched C4 received
or an unmatched D received.
Reconciliation Day
08:00 to 17:30, Monday to Friday (inclusive), excluding Bank Holidays;
Relevant Data
Data supplied via a BIM Report as defined within the Working Document entitled:
“Reconciliation and Incident Management - Joint Working Document”
(SVM/SDM/PRO/0012)
Routing Gateway
Identifies mechanisms for specifying transactions that should be grouped together.
Examples are:
VocaLink
Globalpayments non-Amex counter transactions
Globalpayments Amex counter transactions
Globalpayments non-Amex SSK transactions
Globalpayments Amex SSK transactions
These are examples only and can be modified by Post Office Ltd reference data.
System Incident
Any exception (as defined above) reported via NB102 or via the HSD requiring the
investigation and repair of the root cause of the exception.
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0.7 Changes Expected
iteeeeneneneeneenmnmmmmmemmeen
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 RESTRICTED (COMMERCIAL IN CONFIDENCE).
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1. Service Summary
4.1. Fujitsu Services will provide a Reconciliation Service to ensure financial integrity across all
Transactions processed through the HNG-X System. Reconciliation of these Transactions is
completed (a) to ensure all Transactions processed by a Branch are correctly sent to the CFS
System and (b) to ensure that there is a reconciliation between:
1.1.1. Transactions sent to APS Clients and the CFS System; and
1.1.2. Transactions sent to Banks and the CFS System, namely:
a. deposits into and withdrawals from bank accounts;
b. Removed by CCN1725a;
c. debit and credit card Transactions; and
d. Electronic Top Up (ETU) Transactions.
1.2. The Reconciliation Service will provide a number of Reports to Post Office giving a statement of
reconciliation across the agreed boundary points within the HNG-X System.
1.3. Where Fujitsu Services is unable to reconcile any Transaction referred to in section 1.1 (such
Transaction then being referred to as an 'Exception'), such Exception will be identified and
reported to Post Office and progressed to resolution by the Reconciliation Service.
1.4. Where Post Office is unable to reconcile any Transaction referred to in section 1.1 (such
Transaction then being referred to as an 'Error’), Post Office shall inform Fujitsu Services and
such Error will be progressed to resolution by the Reconciliation Service.
2 HNG-X
2.1 Service Definition
In addition to the responsibilities detailed below, the Reconciliation Service is responsible for Transaction
Corrections received from Post Office being made visible to Branches via the Branch Database.
N.B. There is no formal reconciliation produced between the CFS System and the Credence transaction
stream. The Credence stream should therefore not be used to verify financial integrity and Post Office
should ensure the CFS System Transaction information is used for this purpose.
2.1.1. Removed by CCN1747
2.1.2 APS Reconciliation
2.1.2.1. The APS Report set and the APS reconciliation have been designed to ensure APS Transactions
completed in Branches are reconciled with the Transaction stream received by the CFS System to
enable settlement to be made with Clients. Full details of the format and content of this Report set
can be found in End to End Reconciliation Reporting (SVM/SDM/SD/0020).
2.1.2.2. Reconciliation of APS Transactions will include reconciling any zero value Transactions i.e. the
number of APS Transactions where there is no value attached. While these Transactions do not
affect financial reconciliation they will be reported in instances where they were not properly
transferred to APS Clients or the CFS System.
2.1.2.3. The APS Report set will be produced daily by the Reconciliation Service to reconcile those
Transactions sent to both the CFS System and APS Clients.
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2.1.2.4. In addition to any Exceptions discovered by the Reconciliation Service within the APS Report set,
Errors may be discovered by Post Office when reconciling data within the CFS System or responding
to queries from APS Clients.
2.1.2.5. The investigation and resolution of APS Exceptions and Errors shall be dealt with through the
BIM reconciliation procedure. Such procedure shall be initiated by the creation of Business Incidents
(as defined in section 2.1.4) for one or more Exceptions and/or Errors in accordance with the
provisions of section 2.1.4.
2.1.2.6. Where an APS Exception or an Error does not affect reconciliation within the CFS System, no
liquidated damages shall be payable by Fujitsu Services.
2.1.2.7. There is no formal reconciliation between Credence and APS Clients. Financial integrity shall
therefore only be reconciled between the CFS System and APS Clients.
2.1.3 Banking & Related Services Reconciliation
2.1.3.1. The Banking & Related Services Report set has been designed to enable LINK, Global
Payments UK, and Epay transactions, or any other financial transaction identified by Routing
Gateway, completed in the Branches to be reconciled; to allow settlement to be made with Clients, or
direct settlement to specific Clients and/or Banks. Full details of the format and content of the Report
set can be found in End to End Reconciliation Reporting (SVM/SDM/SD/0020).
2.1.3.2. The Reconciliation Service will produce the Banking & Related Services Report set for each of
the Transaction streams referred to in section 2.1.3.1 of this Reconciliation Service: Service
Description, in accordance with the rules documented within End-to-End Reconciliation Reporting
(SVM/SDM/SD/0020).
2.1.3.3. The Banking & Related Services Report set will reconcile all the individual Transaction
components constituting a Banking & Related Services Transaction.
2.1.3.4. In addition to those Exceptions reported by Fujitsu Services within the Banking & Related
Services Report set, Errors may be discovered by Post Office when reconciling data within its own
systems or responding to queries from Clients.
2.1.3.5. The investigation and resolution of Banking & Related Services Exceptions and Errors shall be
dealt with through the BIM reconciliation procedure. Such procedure shall be initiated by the creation
of Business Incidents (as defined in section 2.1.4) for one or more Exceptions and/or Errors in
accordance with the provisions of section 2.1.4.
2.1.3.6. Where a Banking & Related Services Exception or Error does not affect reconciliation within the
CFS System, no liquidated damages shall be payable by Fujitsu Services.
Data Reconciliation Service
2.1.3.7. The Banking & Related Services reconciliation system shall enable reconciliation of Transactions
arriving at the Data Reconciliation Service Host (DRSH) from the following sources:
(a) [C12] data copied from the BRDB
(b) 4 separate types of files:
1) areconciliation file from VocaLink,
2) +anumber of EMIS files from Global Payments UK
3) aDTF file from EPay (i.e. D Messages and C4 Confirmations) (flows b and c are
alternatives), and
4) EPA files from Amex.
2.1.3.8. Removed by CCN1676a.
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2.1.3.9. The Reconciliation Service shall monitor the Transactions and report Banking & Related Services
Transaction states which are:
(a) in error, in that their occurrence implies malfunction in end to end Banking & Related
Services Transactions; or
(b) in error in that an expected state has persisted for an unexpected duration (e.g. where C4
Confirmations are received from LINK, Global Payments UK, and Epay, or any other financial
transaction identified by Routing Gateway, but the confirmation from the counter has not
been received after an abnormal delay),
whilst identifying any such erroneous Banking & Related Services Transaction states which require
human analysis for resolution.
Complete Processing
2.1.3.10. The Banking & Related Services reconciliation system shall ensure that all data received
by it is processed and checked for completeness of Transactions together with reporting Exceptions
for resolution by the Reconciliation Service.
2.1.3.11. The Banking & Related Services reconciliation system shall not regard a Banking &
Related Services Transaction as complete until reported as such in accordance with End to End
Reconciliation Reporting (SVM/SDM/SD/0020).
2.1.4 Reconciliation and Incident Management
Business Incidents
2.1.4.1. A Business Incident is defined as the ‘symptom’ of an underlying cause — e.g. the effect of the
system fault on the resulting reconciliation or settlement information sent to Post Office.
2.1.4.2. A Business Incident can relate to one or more of the Exceptions reported within “End-to-End
Reconciliation Reporting” (SVM/SDM/SD/0020) or one or more of the reconciliation or settlement Errors
discovered by Post Office.
System Incidents
2.1.4.3. A System Incident is defined as the underlying ‘cause’ of a Business Incident.
2.1.4.4. A System Incident is created to track the root cause of a Business Incident. Depending on the
impact, nature and scope of the Business Incident the POA Problem Management Procedure
(SVM/SDM/PRO/0025) may be invoked. However, if the nature of the Business Incident is agreed to be
a low priority or a ‘one off’, the BIM reconciliation procedure will suffice. The choice of procedure shall be
determined by discussion and agreement between Post Office and the Reconciliation Service for specific
Business Incidents as they occur.
2.1.4.5. Where there are associated System Incidents and Business Incidents, their relationship can be
either:
(a) one to one;
or
(b) one to many, respectively.
Incident Originators
2.1.4.6. Business Incidents will be raised by:
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(a) the Reconciliation Service for Exceptions reported via the APS and Banking & Related
Services Report sets;
(b) Post Office for any other reconciliation or settlement Error discovered by Post Office that
has not been reported by the Reconciliation Service;
and
(c) the Third Line Support Service for any system fault, file or Transaction rejection which
cannot be repaired electronically or data base adjustment which is considered by Fujitsu
Services to have a reconciliation or settlement implication within Post Office.
2.1.4.7. Subject to agreement by Post Office and Fujitsu Services to the contrary, Branch raised calls to
the Post Office Limited IT Service Desk (ITSD) will not generate Business Incidents.
2.1.4.8. The ITSD will, however, monitor potential reconciliation issues from Branches if it is considered
necessary by Fujitsu Services.
Raising of Business Incidents
2.1.4.9. In line with the generic Incident Management Policy agreed between Fujitsu Services and Post
Office, Post Office generated Business Incidents will only be recognised as such if raised via the ITSD.
This ensures that the Business Incident is properly logged, enabling the Reconciliation Service to ensure
that corrective information can be supplied and any underlying system fault can be rectified.
2.1.4.10. In all cases the Reconciliation Service will raise a BIM Report to log Business Incidents in
accordance with the Working Document entitled Reconciliation and Incident Management, Joint Working
Document (SVIM/SDM/PRO/0012).
BIM Reports / MER
2.1.4.11. The BIM system has been designed to report the progress to resolution of a Business Incident
to allow Post Office to complete an accurate reconciliation or settlement with its internal systems, Clients
and Banks.
2.1.4.12. A BIM Report shall always include details of a MER and give details of the Transaction causing
the Exception or the Error. Depending upon the nature of the Exception or the Error, Fujitsu Services may
be liable to pay liquidated damages to Post Office in lieu of any financial cost that Post Office may incur
to resolve the Business Incident, either internally within the CFS System, or as part of a settlement
adjustment with its Clients or Banks. Details of how and when liquidated damages are applied to MER
are set out in section 2.3.4 of this Reconciliation Service, Service Description.
2.1.4.13. A BIM Report is deemed to be ‘cleared’ when the Reconciliation Service has provided the
information required to enable full reconciliation to take place.
Resolution
2.1.4.14. Where the Reconciliation Service corrects an Exception or an Error, one Business Incident will
be raised to cover each Exception or Error which has been corrected, or a group of related Exceptions, or
group of related Errors. A BIM / MER Report containing appropriate information will be issued relating to
that Exception or group of Exceptions, or Error or group of Errors.
Resolving the underlying cause of Business Incidents
2.1.4.15. If required, Fujitsu Services will complete a system fix to resolve the underlying cause of a
Business Incident. The Parties shall agree the implementation and timing of this system fix in
accordance with the Problem Management Procedure (SVM/SDM/PRO/0025).
Amending centrally held data
2.1.4.16. If the Reconciliation Service identifies that Transaction data held on the ‘central database’
located at the Data Centre is found to be inconsistent when compared to the records of the Transaction
that was completed at the Branch, e.g. a receipt, a Transaction log or a Branch accounting discrepancy,
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the Reconciliation Service shall obtain authorisation from Post Office prior to the insertion of corrective
Transactions.
2.1.5 Service Management
2.1.5.1. Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice, work together to
identify opportunities for elimination of duplicated effort and rationalisation of processes with the aim of
delivering improved efficiency and / or cost savings as referred to in section 1.4 of the CCD entitled
Service Management: Service Description (SVM/SDM/SD/0007).
2.1.5.2. Service Reporting
The Reconciliation Service will, as required, provide service reporting for distribution to Post Office as
required under the Service Management Service described in the CCD entitled: Service Management:
Service Description (SVM/SDM/SD/0007).
2.1.6 Notes on Reconciliation with CFS
The Branch Database is the initial repository of all HNG-X business transaction data and all other HNG-X
Systems and other systems that receive HNG-X data must reconcile with this source. In doing so, the
Reconciliation Service proves that each system reconciles with all the other systems.
Branch Database sends financial transaction data to CFS that is sourced from the daily transaction store.
In order to prove the completeness and correctness of the financial information, the Branch Database
also sends a product movement summary to CFS that is sourced from the branch ledger store. These
two interfaces will be compared by CFS and exceptions raised if there are discrepancies between the
two. Since CFS is nota service operated by Fujitsu, it is not the responsibility of Fujitsu to raise such
exceptions. Any incidents that POL would like Fujitsu to investigate will be dealt with as described in
section 2.1.4.
2.2 Service Availability
The Reconciliation Service will be available to be contacted from 9:00 to 17:30hrs Monday to Friday
excluding Bank Holidays. The Reconciliation Service email account is:
PostOfficeAccount.reconciliation@fujitsu.com
However, the process of reconciliation is provided on an on-going and automated basis.
2.3 Service Levels and Remedies
2.3.1 General Principles
2.3.1.1. SLTs detailed in section 2.3.4 of this Reconciliation Service, Service Description, which do not
specify a measurement period are:
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Post Office financial
quarter, i.e.:
e January to March;
e April to June;
e July to September;
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2.3.1.2. Additionally, all levels of the Reconciliation Service shall be monitored on a weekly and monthly
basis and any failure to meet an SLT assessed over that month shall be reported to Post Office
by means of the SRB.
2.3.1.3. The values applicable to each of the Reconciliation Service SLTs are identified within section
2.3.4.1 of this Reconciliation Service, Service Description.
2.3.1.4. The performance of the Reconciliation Service during each OLT measurement period shall be
measured against each of the OLT identified in section 2.3.6 of this Reconciliation Service,
Service Description. Such OLT shall only apply within the hours of 09.00 to 17.30 Monday to
Friday excluding Bank Holidays. Post Office may monitor the performance of the Reconciliation
Service OLT on request.
2.3.2 Service Level Relief
The SLT described in section 2.3.4.1 of this Reconciliation Service, the Service Description shall not
apply to the extent that a Business Incident cannot be cleared due to:
(a) _ insufficient information being received from Post Office in respect of a Post Office raised Error;
(b) insufficient information being received from Post Office to allow the Reconciliation Service to
progress a Business Incident to resolution; or
(c) Post Office delay in agreeing to close an Exception where the information supplied by the
Reconciliation Service is correct and fit for purpose i.e. answers the query raised.
2.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
2.3.4.1. The purpose of liquidated damages in respect of MERs is that Post Office shall not be
disadvantaged by failures of Fujitsu Services to provide electronic transmission of transaction
information to the CFS System. MER related liquidated damages are payable in accordance
with the rules set out in Table 2 below.
2.3.4.2. Fujitsu Services shall measure the time taken to resolve each Banking & Related Services
Priority Exception counting time within Working Days only, as follows:
(a)
where no Disputed Banking & Related Services Transaction Notice has been received by
Fujitsu Services and a Banking & Related Services Transaction persists in system state
showing an unmatched C4 has been received or an unmatched D has been received as
set out in End to End Reconciliation Reporting (SVM/SDM/SD/0020), such measurement
shall commence at 08:00hrs on the second Working Day following receipt by the DRSH
of the corresponding C4 Confirmation or D Message (as applicable);
(b) where a Disputed Banking & Related Services Transaction Notice is received by Fujitsu
Services and a corresponding C4 Confirmation or D Message has been received by the
DRSH prior to the day of receipt of that Disputed Banking & Related Services
Transaction Notice, such measurement shall commence at the time of receipt of the
Disputed Banking & Related Services Transaction Notice (but not if already commenced
in accordance with section 2.3.4.2 (a), in which case section 2.3.4.2 (a) shall apply);
and
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(C) where a Disputed Banking & Related Services Transaction Notice is received by Fujitsu
Services and a corresponding C4 Confirmation or D Message is received by the DRSH
on the same day as that Disputed Banking & Related Services Transaction Notice or on
a subsequent day, such measurement shall commence at 08:00hrs on the next Working
Day following receipt of that C4 Confirmation or D Message (as applicable).
2.3.4.3. In each case in section 2.3.4.2 the Banking & Related Services Priority Exception shall be
deemed resolved and measurement shall stop at the time Fujitsu Services sends information to
Post Office sufficient to enable Post Office to settle that exception with the relevant Bank.
2.3.4.4. In respect of each Banking & Related Services Priority Exception where Fujitsu Services
requires:
(a) information from a Branch;
or
(b) information from the Post Office regarding Banks,
for that exception to be resolved, the following shall not count towards the time for resolution of that
exception:
(c) the period, if any, during which Fujitsu Services is unable to contact (by telephone or other
method agreed by the Parties) the Branch in question or the Post Office regarding Banks
in order to request that information or access, provided that Fujitsu Services has used
reasonable endeavours to make such contact;
and
(d) the period, if any, whilst Fujitsu Services waits for that information or access to be
provided by the Branch in question or the Post Office regarding Banks, having requested
it, provided that Fujitsu Services has repeated such request at reasonably frequent
intervals.
2.3.4.5. The discounting of the periods described in sections 2.3.4.4 (c) and 2.3.4.4 (d) shall be subject
to Fujitsu Services providing reports to Post Office setting out the reasons for discounting any
such periods from the resolution time for a Banking & Related Services Priority Exception and
the duration of such periods.
2.3.4.6. In respect of each Disputed Banking & Related Services Transaction Notice, Fujitsu Services
shall continue to check on each Working Day following that notice whether a corresponding C4
Confirmation or D Message has been received until either a Customer Critical Exception arises
and is resolved or Fujitsu Services and Post Office agree alternative action.
2.3.4.7. For the purposes of section 2.3.4 of this Reconciliation Service, Service Description:
(a) “day” means a period running for 24 hours from 00:00hrs; and
(b) a C4 Confirmation or D Message received on a day by the DRSH after 21:30hrs on that
day shall be deemed to have been received the next day.
2.3.4.8. The Service Level Target in respect of Banking & Related Services, Priority Exceptions set out
in Table 1 of this Reconciliation Service, Service Description shall apply in respect of:
(a) all Customer Critical Exceptions; and
(b) the first 500 Priority Exceptions relating to Banking (other than Customer Critical
Exceptions) occurring on each day (excluding those described in section 2.3.4.8 (c),
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but shall not apply in respect of:
(c) Banking & Related Services Priority Exceptions (other than Customer Critical
Exceptions) arising from a common cause, in each case where the number of Banking &
Related Services Priority Exceptions arising from such common cause is greater than
100.
Table 1
Exception or Error Type SLT Liquidated Damages Payable?
Reconciliation Exception or I >=95% Yes — only if manual correction
Error resolved via the BIM required to resolve reconciliation
process within 5 Working discrepancy within the CFS System
Days —within rules set in Table 2
Banking & Related Services I >=95% Yes — only if manual correction
priority Exceptions or Error required to resolve reconciliation
resolved in <=8hrs discrepancy within the CFS System
—within rules set in Table 2
Table 2
Justification for Liquidated Damages Liquidated Damages
A Transaction which can not be delivered to the
CFS System by electronic means and has been
discovered by the Reconciliation Service before it
was due to be sent to CFS — i.e. it has not been
rejected by the CFS System
£100 per Transaction
A Transaction which can not be subsequently re-
delivered to the CFS System by electronic means
following rejection by the CFS System
£150 per Transaction
2.3.4.9. MER Liquidated Damages Exclusions
(a) Fujitsu Services shall only be liable for MER liquidated damages where a transaction or
number of transactions have been corrupted in some way when delivered through a fault
in the HNG-X System or the related Fujitsu Services processes
(b) In cases where transactions are lost due to events of Force Majeure, or error by Branch
Office staff, Fujitsu Services will not be liable for MER liquidated damages.
2.3.4.10. Removed by CCN1747
2.3.4.11. Removed by CCN1676a.
2.3.4.12. Removed by CCN1676a.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
There are no SLTs for which liquidated damages do not apply.
2.3.6 Operational Level Targets
Table 3
Description OLT
Reconciliation Exception or I By close of business on the same
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Error “initial” BIM Report I Working Day as the Exception or Error
available to Post Office has been reported by the
Reconciliation Service or Post Office.
2.3.7 Performance Metrics
There are no performance metrics associated with the Reconciliation Service.
2.3.8 Design Targets
There are no design targets associated with the Reconciliation Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics applicable to the Reconciliation Service.
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Reconciliation Service.
2.5.2 Licences
There are no Licences applicable to the Reconciliation Service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no Operational Variable Charges applicable to the Reconciliation Service.
2.6.3 Additional Operational Variable Charge
There are no additional Operational Variable Charges applicable to the Reconciliation Service.
2.7 Dependencies and Interfaces with Other Operational
Services
The Reconciliation Service is dependent on and interfaces with other Operational Services. Any changes
agreed between Post Office and Fujitsu Services to the scope or availability of the Reconciliation Service
and/or any of the other Operational Services will be agreed in accordance with the Change Control
Procedure. This section describes the interfaces with other Operational Services as at the Amendment
Date, as follows:
2.7.1. The Third Line Support Service
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The Third Line Support Service supports the Reconciliation Service through the provision of corrective
data to enable the resolution of reconciliation Incidents. If the scope of the Third Line Support Service is
changed, the Application Support Service (Fourth Line) may have to take over this role.
2.7.2 Removed by CCN1747
2.7.3. The Management Information Service
The Management Information Service may request data to support MIS Reports delivered internally
within Fujitsu Services or to Post Office. If the scope of the Reconciliation Service is changed, the
Service Management Service may have to take over this role.
2.7.4 The Security Management Service
The Reconciliation Service will support the Security Management Service in ensuring the appropriate
levels of security are met in respect of systems access via the DRSH. If the scope of the Reconciliation
Service changed, the Third Line Support Service or the Systems Management Service might have to take
over this role.
2.7.5 The Service Management Service
If the scope of the Reconciliation Service is changed, the Service Management Service may have to take
over the role of managing the relationship between Post Office and the Third Line Support Service who
would assume the role of preparing BIM Reports and resolving reconciliation Incidents.
2.8 Post Office Dependencies and Responsibilities
2.8.1 Business Incidents
In addition to the generic Post Office responsibilities set out in Schedule A5 of the Agreement, Post Office
must not unreasonably delay the agreement to closure of a Business Incident where Fujitsu Services has
supplied information that is considered by Fujitsu Services to be reasonably complete and adequate to
allow reconciliation to take place between Post Office and its APS Clients and Banks or within the internal
CFS System.
2.8.2 ETU Transactions
Post Office will ensure that all ETU Transactions carried out at Counter Positions are correctly processed
by EPAY according to the CCD entitled: “Application Interface Specification: Horizon to EPAY”
(ETAFS/001), and that daily reconciliation files are produced and processed in accordance with that
document.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Reconciliation Service and sets out what Fujitsu Services is required to provide in terms of business
continuity specific to the provision of this Reconciliation Service. Details of the Reconciliation Service
Business Continuity Plan is defined in the Working Document entitled: “HNG-X Support Service Business
Continuity Plan — Joint Working Document” (SVM/SDM/PLA/0001).
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2.9.1 DRS Client Application
In the event that DRS Client Application is inaccessible from the primary Reconciliation Service site, the
Reconciliation Service will re-locate to another Fujitsu Services site where such access is available.
2.9.2 Failover Timescale
Fujitsu Services shall ensure access to DRS Client Application at the DR site is available to the
Reconciliation Service within two (2) hours of the initial failure.
2.9.3 Testing
Fujitsu Services will carry out minimum of one (1) walkthrough and one (1) operational test per calendar
year covering the DRS Client Application access, subject to agreeing the actual dates for such tests with
Post Office, such agreement not to be unreasonably withheld. Such tests shall be carried out in
accordance with the Working Document entitled: “HNG-X Business Continuity Framework”
(SVM/SDM/SIP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.4 of this Reconciliation Service, Service Description supports the
delivery of the Reconciliation Service. Should any elements of the Reconciliation Service be changed
following agreement with Post Office, Fujitsu Services will ensure these documents are also reviewed
and amended where necessary in accordance with the changes agreed.
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