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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
11 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
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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
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1. INTROD!
IHNG-X SERVICES
UCTION
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.
1.2.1
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
2.1 Table A: Operational Services
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Operational I Initial CCD Trigger Event I New Brief HNG-X Brief HNG-X
Service title and CcD/Sched I Service Service
reference ule title and I Description Description
reference within the
Towers Model
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/SDM/SD I Branches and July 2014, with the
(CS/SER/002) /0001) other designated 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,
Operational Operational Commencement I Operational This service Expiring Service
Business Business of HNG-X Business supports physical I due to expire 31%
Change Change Branch _ I Project Change changes in Post March 2023.
(Branch CCDs Workstream X4 I (Branch Office Branch
Change) (HNG-X Change) Infrastructure
Service Application Service: through the
Rollout) Service provision of a
Description range of services.
The service
(SVM/SDMISD I supports both
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
Data Centre Service Commencement I Data Centre Service for Service for
Operations Description for I of HNG-X Operations managing the managing the HNG-
Service Data Centre Project Service: HNG-X Central X Central
Operations Workstream X2 Infrastructure. Infrastructure.
(Migrate Data
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Service Centre to HNG- I Service The Data Centre If the circumstances
(cS/SER/007) I X Description Operations set out in paragraph
Configuration). Service also 6.1 of Schedule D1
Service (SVM/SDM/SD I includes the arise, Post Office
Description for /0003) POLSAP. shall pay additional
the SAP Hosting Services. Operational
Service Charges for the
(CS/SER/022) If the Data Centre
circumstances set I Operations Service
out in paragraph to Fujitsu Services.
6.1 of Schedule
D1 arise, Post
Office shall pay
additional
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
Branch Not applicable This Service has I Branch Service for Service for
Network no predecessor I Network: managing and managing and
" supporting the
Service and shall be Service supporting the Branch Telecom
applicable from Description Branch Telecom Infrastructure.
Trigger Point T1 Infrastructure. Expiring Service
(Amendment (SVM/SDW/SD (expiry date is 31*
Date) 10011) March 2018, it shall
not have the right of
a mini extension).
Central Not applicable This Service has I Central Service for Service for
Network no predecessor I Network managing and managing and
Service and shall be Service: supporting the supporting the
applicable from Service Central Telecom Central Telecom
Trigger Point T1 I Description Infrastructure. Infrastructure.
(Amendment
Date)
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(SVM/SDM/SD
10012)
Systems Service Commencement I Systems Event Event management
Management I Description for I of HNG-X Management I 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) —_I Application
Rollout) (SVM/SDM/SD
10006)
Reference Fujitsu Services I Commencement I Reference Service for the Service for the
Data 1 Post Office Ltd I of HNG-X Data management of _ I management of
Management Interface Project Management Reference Data. Reference Data.
Service Agreement for Workstream X4 I Service:
Operational (HNG-X Service
Business Application Description
Change - Rollout) (SVM/SDMW/SD
Reference Data 10013)
(CS/PRD/058)
Fujitsu
Services / Post
Office Ltd
Interface
Agreement for
Operational
Business
Change -
Reference
Data
(CS/PRD/058)
Third Line Service Commencement I Third Line Service for the Service for the
Software Description for of HNG-X ‘Support diagnosis of new diagnosis of new
Support Third Line Project Service: software Incidents I software Incidents
Service Software Workstream X4__I Service occurring in occurring in
Support Service I (HNG-X Description Branches and the I Branches and the
(CS/SER/009), I Application Data Centre. Data Centre.
subject to the Rollout) (SVM/SDMW/SD.
proviso that 10004)
Fujitsu Services
shall not be
obliged to
provide Third
Line Software
Support
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Services in
respect of
Configured POL
FS or the SAP
Loading
Applications.
10 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/SDMISD I achievement of achievement of
Benchmark 10016) 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 for the settlement of
the settlement of I 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.
11 I Service Service Commencement I Service The objectives of I The objectives of
Management Management of HNG-X Management 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) I (HNG-X Description delivery of the delivery of the
Application (SVM/SDWSD I Operational Operational
Horizon Rollout) 10007) Services. Services.
Capacity
Management
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and Business
This Service also
This Service also
Volumes includes: includes:
(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/SDMW/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 I range of security
Management Workstream X4 I Service related activities related activities
Service (HNG-X Description required for ISO I required for ISO
(CS/SER/016) Application 27001 27001 compliance.
Rollout) (SVM/SDM/SD I compliance
10017)
14 I Application Not applicable This Service has I Application Service provides 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 I Service which cannot be I resolved by the
(Amendment Description resolved by the Third Line Software
Date) Third Line Support Service.
(SVM/SDMISD I Software Support
10005) Service.
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15 I CMT Service Not applicable 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 tobe I Ceased to be Ceased to be
Network provided at provided at provided at provided at Trigger
Resilience Trigger Point 6 I Trigger Point 6 I Trigger Point 6 Point 6
Service
17 I Salesforce Not applicable 15" August Salesforce The provision of Expired Service -
Support 2012 Support support services I this Service ceased
Service Service for elements for _I to be provided by
Service the two instances I Fujitsu Services as
Description of Salesforce of 23.59 on the 315t
(SVM/SDM/SD I within the Finance I March 2016
/1977) Specialists
Salesforce
Solution and the
Stakeholder
Salesforce
Solution.
18 I POLSAP Not applicable 48 April 2014 POLSAP The provision of Expiring Service
Hosting Hosting hosting by Fujitsu I (expiry date is 31%
Service Service Services. March 2019 and it
Service shall not have the
Description right of a mini
extension as per
(SVM/SDM/SD Paragraph 10.1.3
12191) of Schedule E).
149 I POLSAP Not applicable I 4 April 2014 POLSAP The provision of I Expiring Service
Applications Applications I the POLSAP this Service ceased
Support Support applications to be provided by
Service Service supported by Fujitsu Services as
Service Fujitsu Services.
Description
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of 23:59 on the 4"
(SVM/SDM/SD October 2016
12306)
Withdrawn,
Credence/ Not applicable I 4° 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)
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
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.
This service expires on
31st March 2023.
Message Message Commencement I Message The service enables Post
Broadcast Broadcast of HNG-X Broadcast Office to communicate
Service Service: Project Service: Service _I directly with Branches for
Service Workstream X4_I Description the purpose of issuing
Description (HNG-X instructions, advice, or
(CS/SER/004) information urgently.
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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
Application (SVM/SDM/SD/0
Rollout) 018)
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 TS I Event demonstration counter
(IM/STR/056) (Data Centre positions.
Ready for HNG-
xX).
PODG Client Data Centre Service gives Post Office
Ge Re-Send 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.
Client Take-On I Service Commencement I Reference Data I Service allows the
Service eyed 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
AP Client Service Commencement I Reference Data I Service allows Post Office
fereornent pepsi for of HNG-X Management to request from a range of
Change Delivery Project Service: Service I predefined changes to the
Service Agreement Workstream X4 Description live delivery agreement for
Change (HNG-X an APS Client.
Service Application Annex B
(CS/SER/012) Rollout)
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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
(SVM/SDM/SD/0
013)
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)
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
applicable from I (svwsDM/SDIO
01/06/07 022)
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)
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)
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
Superstock Ceased to be I Ceased to be Ceased to be Ceased to be provided
Service provided from I provided from provided from 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
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;
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3.1.5 service limits and volumetrics;
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
44 The following CCDs are associated with this Schedule B3.1:
Document Reference Document Title
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
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Document Reference Document Title
10 PA/PER/033 Horizon Capacity Management and
Business Volumes.
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
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Document Reference Document Title
28 SVM/SDM/SD/0014 Operational Business Change (Branch
Change) Service: Service Description
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
4 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 CS/SPE/011 Network Banking End to End Reconciliation
Reporting
45 BD/AIS/001 PostShop Data to ISA AIS
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Document Reference Document Title
46 SVM/SDM/SD/0022 Receipt Template Service: Service
Description
47 Removed Removed
48 SVM/SDM/SD/1977 Salesforce Support Service Service
Description
49 SVM/SDM/SD/2191 POLSAP Hosting Service Service Description
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 CS/PLA/O97 Retained ISDN Sites
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